Originally Posted by mstateglfr

Your sarcasm aside, Ill address this with sincerity.

An expectation of our current economy is for answers to be given promptly and product to be available quickly. Call it spoiled, but these expectations have been formed due to past experience.
Yes, a pandemic obviously throws a wrench into expectations. Many(most?) companies that sell online have a covid notice atop their website asking that customers be patient due to the company being short staffed and/or their supply chain running slower than normal.
I think everyone can recognize products(and even responses) may be slower than usual.

Given that, email is something that is easily adapted to remote work environments, so even if someone is physically in a building for only a few hours each day, others could easily answer emails from home throughout the day.
There are expectations when it comes to boutique items that cost 2-3x more than comparable quality items, and one such expectation is that the company selling the boutique items be willing to communicate and help when needed. Again, call it spoiled, but its simply part of the boutique experience. If Compass RH doesnt want that side of the boutique market, then they should lower their quality and prices accordingly.

Also, there is a difference between taking 2 days to answer an email due to being short staffed from a pandemic, and literally never responding to an email. The first scenario is justifiable. The second scenario is not. If a company that direct ships doesnt have the resources to ever respond to some emails, then they need to shut down until they can provide the proper staffing and service.

Originally Posted by Koyote

I'll add that even the most basic phone lines now allow easy call forwarding, so it is simple to have calls to their office simply redirected to another number (like someone's home line or cell line) to address CS issues.

The fact that it's a very small seller of relatively high-priced niche items would only raise my CS expectations, frankly.