How Amart Holds Itself Accountable for Broken Promises: Inside Shippit's State of Shipping Report | #633

The gap between when you say the parcel will arrive and when it actually does is still the biggest unsolved loyalty problem in Australian retail. This is the episode that puts numbers on it.

This episode discusses Shippit’s State of Shipping Report 2026. Download your copy here.

Rob Hango-Zada co-founded Shippit in 2014 and has published the State of Shipping Report three years running. This year's edition is the biggest yet. David Bauer is GM Customer at Amart Furniture, one of Australia's largest furniture retailers with 65 stores, an ecommerce operation, and a weekly leadership review that tracks something they call "broken promises."

The conversation covers the 2026 report's most important findings, what they mean for retailers competing against an Amazon-trained consumer, and why the brands winning loyalty in this environment are doing the work no one wants to talk about.

Today, we're discussing:

• Why only 7% of retailers offer an accurate delivery estimate at checkout, and what it would take to close the gap [13:50]
• How Amart tracks broken promises as a top-line weekly leadership metric [18:24]
• The 2.2-day actual vs 5.2-day promised delivery gap, and why most retailers can't close it [22:23]
• "Your last best experience is your new expectation" and what that means for every retailer competing with Amazon [14:48]
• Why free returns are functionally dead, and what easy returns actually looks like in 2026 [42:08]
• The rattle surcharge, fuel costs, and why disruption is now the default operating environment [36:10]
• Why Amart is building a white-glove delivery tier and what that signals about where premium retail is heading [40:04]

Connect with David Bauer | Explore Amart Furniture | Connect with Rob Hango-Zada | Explore Shippit

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