[mathewsanders]

I had an order from Floyd (online furniture retailer) and on day of delivery the delivery company said the order was damaged and to contact Floyd for replacement.

Amazing run around where every week I would email Floyd customer support, they’d said they would order a replacement in a ‘few days’.

Six weeks of that and I submitted a complaint though BBB and I immediately got a reply that the items were now out of stock, and would be likely in stock in 6 months or so.

I ended up accepting the damaged items (at full price, no compensation) rather than wait so long.

A few years ago online-only startups distinguished themselves by providing better than brick-and-mortar customer service but I see this has flipped. I think this is what Cory Doctorow calls enshittification.