My family and I are moving and as a result I’ve been spending a lot of time looking at home furnishings online. Ad time on the radio is currently completely dominated by Pepperfry but I placed a few orders with Fabfurnish since they seem to have a wider variety of products available.
I’ve had great experiences with The Home Label and India Circus and was pretty disappointed by Fabfurnish’s performance in comparison. The first thing to annoy me was that after spending a ton of time looking for what I wanted ad placing my order I got a call stating that 2 of the items I’d selected were out of stock. Then I was tormented by a bunch of inappropriately timed feedback requests. When it came time for delivery, some of the products were (a) damaged, (b) delayed, and (c) had to be assembled by me because the assembly guy didn’t show.
Returning the damaged products involved numerous phone calls and emails. Each time I got a different operator who I had to explain everything to from scratch. When the replacement for a broken set of bowls arrived, turned out they were also broken.
Instead of employing so many people to call customers and annoy them with apologies maybe you could just get them to handle the packing and delivery processes better?
*image is a screenshot of the Fabfurnish website