jewels

I have purchased small furniture and accessory items from Ikea in the past, as well as a retro kitchen table and chairs from a smaller company. I think I would definitely consider purchasing large furniture online (I'll be in the market this fall ) if delivery was a little bit more customized so that date/time could be pinpointed and shipper would be able to open/install item so we would sign off together to ensure appropriate condition of item, or so that item could immediately be exchanged or returned. The small company I purchased from did a drop-ship but kept me informed every step of the way. Give us good service and we'll come back and tell all our friends.

Standard common sense stuff as far as "discouraging".
Offer nonresponsive, canned emails from customer service (in response to my email), eternal telephone hold times, and reps who aren't privvy to any further information about my order or your products, and I'll never frequent your business again. I think someone mentioned above -- a site where I have to read the FAQs to figure out how to navigate or search, or find dead links or outdated info ... and I ain't plunking down my card number.

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We are always more anxious to be distinguished for a talent which we do not possess, than to be praised for the fifteen which we do possess.
Mark Twain