Did fab.com just hoodwink me? or, they're just that good. (opens in new tab)

(ssikes.com)

11 pointsstephensikes13y ago10 comments

10 comments

Hey, Jason Goldberg, CEO of Fab here. I just looked into this.

This was just our standard process of making sure that every order is completed properly. A critical part of our long term differentiation is making sure every customer interaction with Fab is a good one.

We want nothing short of every Fab customer to LOVE Fab. That's a big goal. People like a lot of websites but not many people LOVE an ecommerce site. That's our ambition.

Smile, you're designed to. And, keep challenging us to make sure we deliver fantastic service.

dantiberian13y ago

Isn't it more likely that some contacted Fab about the mix up when they received the subway shower curtain instead of the iPhone case? Then Fab realised the mistake that had been made and sent out the email you received.

I don't see why this suggests trickery, I see a business which was quick to respond to a mistake.

mikhaill13y ago

Just to add one more point, the "offer" to keep the curtain was not done out of good will. The cost of them offering free shipping back to the consumer, re-stocking it, etc (do they even own their own inventory or is everything dropshipped?) would have been a lot higher then the value of the curtain.

Some of the e-commerce retailers who run their return numbers and know the cost of all processes will let people keep items they want to return because processing returns will end up more expensive for them.

goronbjorn13y ago

They dropship everything (it's why delivery takes so damn long) so your explanation sounds like a more likely scenario.

1 more reply

AngrySkillzz13y ago

It's likely that the curtain was mislabeled as an iPhone case in their system, and someone caught it before you received your order. That, or they telepathically realized they sent you the wrong thing on accident before you told them about it.

mikeash13y ago

One-in-a-million events happen all the time. Unless there's a pattern of these guys doing stuff like this, I see no reason to think there's anything subtle going on. You just got lucky/unlucky.

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