Case Study: SolidSurface.com achieves dramatic damage reduction and freight cost savings with C.H. Robinson

Improved claims process creates better customer relationships and company savings

SolidSurface.com, an online retailer of solid surface countertops, faced a costly customer-experience problem: shipping 12-foot, 150‑pound slabs resulted in nearly 8% of shipments arriving damaged. To address high claims rates and unpredictable freight costs, SolidSurface.com relied on longtime logistics partner C.H. Robinson for claims handling, carrier management, and supply‑chain guidance.

C.H. Robinson worked with SolidSurface.com to document damage, recommend and test new pallet designs, educate carriers on handling expectations, and set upfront delivery fees; the companies are also discussing integrating C.H. Robinson’s technology for better visibility. Those changes cut pallet weight from ~200 to 96 pounds (saving 3–4% in freight), reduced damage rates to roughly 1–1.4% of shipments, increased customer acceptance of slightly damaged materials, and delivered measurable cost and service improvements.

SolidSurface.com

Vanessa Curry

Director of Customer Relations