Overpriced, boring products but with misleadingly attractive photographs and descriptions on the website.
They run the organization like a mom’n’pop shop, without any professional procedures and processes.
Returns and exchanges are horribly difficult. They argue with and blame customers, and refuse returns/refunds. They have been trained to never admit to their mistakes. They blame the customer for everything.
Website descriptions and photographs are misleading.
And finally, harass customers by emailing and texting them with promotional newsletters, which never stops despite the customer personally calling them and requesting them to stop emailing.
I had to finally create an email filter to throw out their nonsense automatically.
So, my story goes as follows:
I had ordered two products from ellementry.
One NEVER reached me at all. I was not intimated of the goof-up, reason, or delay. I had to follow up on it, and when I called them, some lady who sounded rude and impolite, said, the product got damaged in transit, so I would have to order it again on the website!
What kinda unprofessional jokers can’t even get their delivery logistics right? I mean, how much organisational sense does it take to simply call the customer, provide information on the goof-up, apologise and request a reorder? Simple!
And what kinda delivery process and packaging practices are being followed that their product gets "damaged in transit". Packaging is of paramount importance when it comes to household/kitchen items. What are you overcharging customers for? I can get such products directly from craftsmen and artisans @ 30-40% of the price that Ellementry charges!
The second product was another story of User Experience unprofessionalism.
The product I received looked so different from the website photograph and description, I was thoroughly disappointed. I mean, as a designer, I am aware that craft products will show some differences, but more than 40-50% difference? Come on!
If that’s the case, put a disclaimer on the website description saying, "Kindly Note: Craft products may show differences in colour, texture or quality, from what is shown here."
And in your return/exchange process eliminate returns or exchanges for such products citing reasons of "difference" etc.
But always remember, customers’ delight is THE MOST important thing. Not your business philosophy! Nobody cares about that. You are JUST A shop. Never forget that there are at least 20 others better than you, online who can match your product, price, and service way better than you can.