Examination of customer complaints towards the furniture sector: The case of Kelebek Furniture

Furniture is encountered in every aspect of life and furniture finds its place. In this context, it is possible to say that the furniture sector has an important place in the lives of customers. While this is the case, it becomes inevitable that complaints about the purchased and used furniture arise. Based on this point, the complaints in the furniture sector were addressed in this research and the main purpose of the research was determined as examining customer complaints through the complaint website in the case of kelebek furniture. In the research, the list in the Brand Finance Turkey 100 2023 report was used, and the complaints of Kelebek Furniture company in the list were analysed. Complaints were analysed on the basis of complaint categories and product groups. Complaint categories were coded as product complaints, return/exchange requests, service requests, transaction delay/non-compliance with the deadline, service service dissatisfaction, free transaction requests and other, while product groups were coded as 'Living Room', 'TV Unit', 'Dining Room', 'Bedroom' and 'Other'. The complaints in the research were examined with the help of content analysis on the şikayetvar website between 15 March 2024 and 15 April 2024, and the complaints made in January 2024, February 2024 and March 2024 were included in the scope of the research. According to the results, 1430 complaints were analysed. It was determined that the prominent category in the complaint category was transaction delay/non-compliance with the deadline with 534 complaints and 37.3% complaint rate. In the product group, the 'Living Room' product group received the most complaints with 481 complaints and 33.6% complaint rate. Another remarkable point is that the number of solutions in terms of total complaints is 28 and the solution rate is 2%. This is a very low number and rate. It is obvious that the number of solutions and accordingly the solution rates should be increased. In this way, it will be more possible to ensure or increase customer satisfaction and accordingly gain competitive advantage. Finally, various suggestions have been made to researchers who want to work on this subject.