People didn't get what they ordered. Sometimes what they ordered was not what they really wanted, or they received nothing, and still have not gotten their money back. These internet retailers found out the hard way what many brick and mortar retailers knew all along. It's very difficult to provide service in the world of furniture. Our customers are a tough audience.
Furniture is personal.
They take it personally. After all, it's for their home. Having said all that, it is no secret that many conventional retailers also do a poor job of customer service. Furthermore, the failed internet retailers never gained large market share. Still there is a void of unfulfilled expectations that these internet retailers have left behind.