At the 2026 Appliance & Electronics World Expo (AWE) in Shanghai, the head of JD.com's Home Appliances and Furnishings Services division announced that as competition in the industry shifts from pricing, products, and channels to experience and value, service has become a core factor influencing consumer decisions and brand growth. To date, JD.com has established integrated delivery and installation capabilities for 75 core home appliance and furnishing categories, achieving industry-leading coverage for products such as air conditioners, washing machines, televisions, electronic locks, and toilets.
The executive further stated that in 2026, JD.com will evolve its service from "integrated delivery and installation" to "life proposals," upgrading its capabilities around the principles of "faster, more comprehensive, and more understanding." Plans include reducing the average installation waiting time to under two hours, expanding services to 150 categories, and allocating special funds for trade-in subsidies and service enhancements.
According to JD.com's data, in 2025, the rate of negative reviews related to home appliance and furnishing installation dropped by 67%, while positive mentions for integrated delivery and installation services increased by 51%. The average installation waiting time was shortened to 0.88 days. Last year, JD.com partnered with 201 brands for delivery and installation services and completed the development of integrated capabilities for 75 core categories, leading the industry in coverage for several product lines.
In 2026, JD.com aims to transition from a one-time delivery role to a provider of household life solutions. To achieve this, the company has outlined three strategic upgrade directions: faster, more comprehensive, and more understanding.
In terms of fulfillment speed, JD.com will continue to improve efficiency across the entire supply chain, aiming to reduce the average installation waiting time from 0.88 days to under two hours, enabling more users to receive installation immediately upon delivery and use products sooner after ordering.
Regarding service categories and scenarios, JD.com plans to expand its services to 150 categories by 2026 and extend its offerings from integrated delivery and installation to cover the entire lifecycle of home appliances and furnishings, creating a comprehensive service loop for household settings.
Leveraging AI capabilities, JD.com will build models of users' home lives to proactively identify and predict needs such as replacements, repairs, and renovations. This will upgrade traditional responsive services to more targeted service proposals, better aligning with real-life scenarios and enhancing user experience and decision-making efficiency.
In 2025, JD.com recycled over 20 million old appliances and achieved integrated services—including delivery of new products, removal of old ones, installation of new items, and collection of old units—for categories such as refrigerators, washing machines, and televisions. Synchronized removal and installation services were also implemented for kitchen and bathroom products. For 2026, JD.com will invest special funds to support trade-in subsidies and service upgrades, continuously improving its integrated removal and installation service network, and shifting the focus of trade-in programs from subsidy-driven to experience-driven initiatives.
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