Shocking customer service for premium furniture—forced to manage my own logistics
I placed Order #4241 on August 23, 2026, for a Vetra Sideboard and paid a premium S$82 add-on fee for unboxing and assembly. What followed was a total logistical and service failure. While international shipping delays happen, Exclusivia’s complete lack of internal coordination and poor customer service are entirely unacceptable for a high-end brand: • Zero Service Coordination: Despite charging for a white-glove setup, Exclusivia unbundled the transaction. Their operational policy required me to arrange the delivery date with their third-party courier first, and then separately coordinate with Exclusivia to send a technician for unboxing later. If the dates failed to align, it meant a massive, fully crated 52 kg box would just sit in my living space with young kids running around until an independent appointment could be scheduled—a complete safety and logistical nightmare. • Ridiculous Last-Minute Logistics: I was messaged at 7:15 PM on a Friday night via SMS, expecting someone to be home to receive the heavy timber crate the very next morning on Sat! When I said I wasn't around, they casually suggested dumping this massive box outside my door to block my residential corridor. They are totally clueless and do not know what goods they were delivering. • Language Barrier & Fractured Three-Way Communication: Because Exclusivia completely removed themselves from the process on the final delivery leg, I was forced to handle all coordination with their international freight forwarder, Comone Express, entirely in Chinese via SMS, receiving painfully slow responses over hours of stressful texts. After pushing hard over the weekend via Facebook Messenger (their WhatsApp decided not to reply me), Exclusivia finally claimed that the courier would handle the unboxing. However, because Exclusivia never formally coordinated this with Comone Express, a massive linguistic miscommunication occurred regarding the terms "unbox" and "assemble" in Chinese. Comone Express assumed technical assembly was required, panicked, and threatened to cancel my entire delivery slot on the spot on Sunday night, the day before planned delivery on Monday! • The Final Delivery Disaster (Sparrows Logistics Handoff): To make matters worse, a completely uncoordinated third party—Sparrows Logistics—took over the last-mile domestic delivery without notice. And because Exclusivia failed to communicate the unboxing requirement to Comone Express, Comone subsequently passed the job to Sparrows Logistics completely blank. Today, a single driver arrived completely ALONE to deliver the massive 52 kg furniture. He initially refused to unbox it because he wasn't informed of the service. It is an absolute nightmare to arrange logistics when the retail brand, the international freight provider, and the local subcontractor are completely unaligned. Ultimately, after being confronted with the text trail, the lone driver when down again to take his tools to open the crate, and customer was forced to perform heavy manual labor to help him physically lift the 52 kg cupboard into our home. • The Non-Existent S$82 Fee Proved: The fact that the shipping company can handle the unboxing on-site proves that Exclusivia is charging a premium S$82 fee for a completely non-existent service which needs separate arrangement (by yourself!). All throughout this entire multi-day escalation, Exclusivia’s primary customer support channels remained entirely missing. After an agonizing two-month delay, my delivery was finally completed today, but only because I stepped in to do their job for them. For the premium prices Exclusivia charges, forcing the customer to perform heavy warehouse labor, full delivery arrangement etc, just to receive a dropshipped item is shocking. All communications via various channels, WhatsApp, Messenger, SMS are available as reference. Make your own judgement carefully!