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In an email sent out to Fab.com users this morning, CEO Jason Goldberg said the company has received “humbling” feedback from users and promises to do better.  As a result, the e-commerce company is offering a “Smile Guarantee,” offering free returns, shipping and price matching.

“We came up with a simple promise: The Fab Smile Guarantee. If anything about your Fab experience doesn’t make you smile, let us know and we’ll do whatever we can to fix it,” Goldberg wrote in the email.

FAB Smile

In addition to adding the new guarantees, which have some limitations, Fab is also changing the way it sends email blasts.

“We’re also rethinking our emails to make sure every email we send is timely and relevant to you.”

The move is the latest development in a series of changes at Fab since the company began  restructuring its business over the last several months.  The company changed its sales model by moving toward exclusively designed products and physical retail stores. Fab also said it would close its European office and cut 100 jobs, while at the same time announcing its plan to go live in Japan next year with partner Itochu Corporation.

Fab has also received criticism about its generic daily flash sale emails from users who say they aren’t relevant or timely.  As a result, Goldberg recently released a blog post that his site is doing away with the generic email and asking customers to select certain categories to “follow” allowing them to only receive emails or push notifications when new items go on sale in those areas.


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