Fab.com Says It Could Do Better, Promises To Make Users Smile

Fab says it's been humbled by feedback from customers, so to say sorry, it's introducing free shipping and price matching.

In an email sent out to Fab.com users this morning, CEO Jason Goldberg says his company has been asking customers how they feel about Fab, and the feedback has been humbling. So humbling it got Goldberg "and others here thinking about how we can make Fab better, for everyone." In response the company is introducing a sort of service guarantee along with free shipping (with some limitations) and a price-matching promise.

Here's the rest of the email, explaining the plan:

We came up with a simple promise: The Fab Smile Guarantee. If anything about your Fab experience doesn't make you smile, let us know and we'll do whatever we can to fix it. Today, as part of our Smile Guarantee, we're introducing free returns, free shipping (for orders over 49€ and for orders that take more than 5 days to ship) and price matching. That's just the start. Our Smile Guarantee is our promise to you. We're also rethinking our emails to make sure every email we send is timely and relevant to you. Your feedback helps us make Fab better. If you have any other ideas of how we can improve Fab, please reply to this email to let me know.

Fab has been dramatically restructuring its business over the last several months. For example, it recently announced its intention to partner with the Itochu Corporation to go live in Japan in 2014, while simultaneously shutting down its E.U. offices and laying off 100 staff to save money and reduce job duplication in the company. The company's biggest move was to change its entire sales model, and move toward exclusively designed products plus made-to-order products and physical retail stores.

[Image: Flickr user Sarah Zucca]

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6 Comments

  • PonziScheme

    Can't believe the Asians are now the one's being conned into throwing money into this scheme.

  • Keepdreaming

    Fab needs to do a lot more to save themselves. The founders are the worst part about the company. There's no saving it at this point. Any company that continues to give it $$ is jumping board a sinking ship. Time for mass exodus! Hey founders- go back to your original crap idea- Fabulous or whatever that nonsense was.

  • Gretchen

    This company has no idea what it wants to be be, every month it's changing into something else. I've shopped there and never will again, horrible slow service to say the least. Plus while laying off 100s in Europe, it's founders are throwing fab investor money on themselves with a lavish lifestyle. The company has never made a penny so it's founders should only be flying coach, staying in regular hotels, not boasting about their lifestyles.

  • otto

    They need to do something. Two experiences so far... And won't buy from them again.

  • Fab Crackerjacks

    Otto, if you'd like to give feedback on your experience, or get help, please tell us more at 877.463.4322 or email support@fab.com