Most companies are not customer obsessed, that's why they fail. Let me give you an example;
I've bought a sofa set from Coleman, and supposedly I needed to measure the door, if the sofa can fix or not. Because of the shape of the hallway and entrance, the sleeper did not fix from door. And carrier guys did not want to push further. Luckily, my patio's door was large enough to fit. I've called Coleman and explained the situation, they demanded extra money from me, to deliver through patio's door, or they were gonna send it back, which I have to pay for shipment and 15% re-stocking fee.
I come from another country, this would never be an issue. No matter what, carrier would deliver inside my home (either through front or back, or patio's door, or window), and never ask for extra.
If I would have bought from Amazon, I'm sure that I could send back, or speak for another delivery option. This is why Amazon is winning, they are customer obsessed, they are there to help, even if they lose money.