Delivery, assembly, after-sales, warranty: follow every customer complaint from the store to the home visit, and turn your after-sales service into an asset.
Request a demoContact usFurniture is a significant, long-term purchase: when something goes wrong, customers expect a quick answer and a concrete solution.
Late delivery, missed slot, missing or damaged item: delivery is the first source of complaints.
Incomplete assembly, missing part, defective finish: a new visit must be organized quickly.
Manufacturing defect, premature wear, exchange or repair: each warranty case must be investigated with photos and proof.
Manufacturing times, wrong color or dimensions: complaints that involve the supplier or the factory.
Customers may buy online and complain in store, or the other way round: the history must be the same everywhere.
An unhappy customer shares the experience: a quick answer keeps a complaint from becoming a negative review.
Reasons organized along the customer journey, from order to after-sales.
Availability time, special or made-to-measure order, deposit, change or cancellation, stock availability.
Late delivery, missed slot, partial delivery, damaged item, reservations on the delivery note, access to the home.
Incomplete assembly, missing part or hardware, instructions, kitchen or wardrobe installation defect.
Manufacturing defect, finishing defect, wrong color or dimensions, premature wear, fabric or covering.
Warranty coverage, legal guarantee of conformity, repair, exchange, take-back, spare parts.
Invoice, installment payment, financing, refund, credit note.
A solution that connects stores, customer service, logistics and after-sales around the same customer file.
Store, phone, e-commerce site, e-mail, social media: one view per customer and per order.
Learn more →Delivery, assembly, product defect, warranty, billing: each complaint goes to the right team.
Learn more →SLAs by complaint type and alerts so no customer is left without an answer.
Learn more →Everyone involved sees the case, adds information and plans the next step.
Learn more →Products, carriers or stores that generate the most complaints, to act at the source.
Learn more →A survey after resolution to check the customer is happy with the solution.
Learn more →Automate after-sales follow-up and keep all the evidence in the case.
Send visit confirmations, exchange vouchers and warranty replies from templates.
Learn more →Assign the complaint automatically to the store, carrier or after-sales team concerned.
Learn more →Have service reports and exchange or take-back agreements signed electronically.
Learn more →Attach photos, delivery notes and invoices to the case to speed up handling.
Learn more →A customer receives a wardrobe damaged during delivery.
The customer reports the problem on the website or through the chatbot, with photos and the order number; an acknowledgement is sent.
Classified as "Delivery – damaged item", the complaint is assigned to the selling store's after-sales team and to the carrier.
Photos, delivery note signed with reservations and invoice are attached to the case.
Workflow: after-sales (diagnosis) → repair or replacement → part or item order → visit scheduling → closure; automatic reminder if the visit is not scheduled in time.
The chosen solution and visit date are sent to the customer from a template.
The customer signs the home visit report electronically, then receives a satisfaction survey.
Complaints per 100 orders delivered
Share of delivery, assembly and product complaints
Average after-sales resolution time and visit lead time
Second visit rate
Complaints by carrier, supplier and store
Satisfaction after the visit and customer reviews
A leading furniture and home decor retailer with several stores in Africa, KITEA needed a robust system to handle, track and resolve customer complaints quickly.
Yes: carriers and installers can receive the cases that concern them, record their visits and attach photos.
The after-sales workflow includes ordering the part from the supplier, with automatic reminders until it is received.
Yes: from the online form or the chatbot, photos are attached directly to the case in the EDM.
Yes: whatever the purchase or complaint channel, there is a single customer file.
Our experts will show you Complaints Manager on your journeys: delivery, assembly, warranty and returns.
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Welcome to Complaints Manager,
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