An Open Note on Delivery Timelines — and What We’ve Done to Improve

An Open Note on Delivery Timelines — and What We’ve Done to Improve
At Hardman Design, we’re passionate about creating thoughtful, handcrafted pieces that last a lifetime — and that includes delivering not just exceptional furniture, but an experience rooted in trust.
Over the past few months, we’ve seen some fair and honest feedback shared publicly — on social media, review platforms, and through direct messages — about delays and inconsistent communication around delivery timelines. We want to address that openly, because your trust matters to us.
What Happened
Earlier this year, a few key factors disrupted our usual rhythm:
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Wood Supply Delays: A shortage of specific wood stock, especially for extra-long custom tables, temporarily slowed production. We’ve since secured more reliable inventory from our wood partners.
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Seasonal Surge in Orders: Last year’s Black Friday period brought a higher-than-expected surge in orders, which temporarily outpaced our production bandwidth. We’ve since expanded our team and refined scheduling to ensure we’re fully prepared for busy seasons ahead.
- Design Changes Mid-Production: In a few cases, custom orders were revised after production had already begun, which naturally extended delivery timelines. We now manage these cases with clearer checkpoints.
We take full ownership of these delays. While they affected a minority of orders, any delay is too many — and not up to our standard.
What We’ve Done Since
We’ve taken real steps to strengthen our operations:
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Expanded Our Production Team to better handle seasonal spikes and complex builds.
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Improved Wood Supply Partnerships for more consistent and timely sourcing.
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Added Founder Oversight: Any customer cases that remain unresolved now come directly to us. Liam also visits our production workshop regularly to stay close to the process and ensure quality and timelines remain on track.
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Enhanced Customer Support with faster response times, clearer tracking, and more regular updates.
What You Can Expect Now
Most of our products are now delivered well within our quoted timelines. For fully bespoke pieces, we continue to provide realistic estimates — and now build in better checks to keep you informed along the way.
We know buying a piece like this is an investment — in your home, your routine, your space. You deserve clarity from the moment you order to the day your piece arrives.
Thank You
To those of you who reached out — thank you. Your messages help us grow, improve, and stay accountable.
If you’re considering placing an order and have questions, we’re here. No pressure, just honest answers.
If you’d like to speak to someone directly, feel free to book a call with our team — or get in touch here.
Warmly,
Erika & Liam Hardman
Founders, Hardman Design
