Online furniture retailer
Summary
The chat handled delivery basics, discounts and product care well. Of the six answers that need fixing, four trace back to the retailer's own pages disagreeing with each other. The bot is choosing between conflicting sources, not making things up.
Answers that need fixing
| Question | What the chat said | What the pages say | Grade |
|---|---|---|---|
| If I change my mind, how long do I have to return something? | "You have 30 days to return any item for a full refund." | The refund policy gives 14 days to request a return. 30 days applies to exchanges only. | Wrong |
| Can I collect my order from your showroom to get it sooner? | "Of course! Just pop into our showroom." | There's no collection service. Showroom items are for display only. | Wrong |
| Can I pay in instalments with an American Express card? | "Yes, all of our instalment options accept Amex." | The payment methods page says the instalment provider doesn't accept Amex. The provider's own article says it does. | Wrong |
| If my delivery is the day after tomorrow, can I still add assembly? | "Yes, just contact us and we'll add it." | Assembly must be added at least 3 days before delivery and is only confirmed in writing. | Incomplete |
| I live in a third-floor flat with no lift. Can you deliver a sofa? | "Our team can carry items upstairs. Please let us know about access in advance." | The team carries items up one flight of stairs only. Without a suitable lift, higher floors can't be delivered to. | Incomplete |
| Once you've collected a return, when will I get my refund? | "Within 5 working days." | The help centre says up to 14 days from collection. The refund policy page allows 14 working days for inspection, then 5 more. | Incomplete |
Why it happens: conflicting pages
The retailer's help centre and policy pages disagree in six places. Each one gives the bot two "right" answers to choose from.
- Returns window. 14 days on the refund policy, 30 days in the exchanges FAQ, and no deadline in the help-centre returns article.
- Instalments with Amex. "No" on the payment methods page, "yes" in the provider's article.
- Reporting damage. 24 hours, 14 days and 30 days, in three different articles.
- Phone hours. Monday to Friday on the contact page, Monday to Saturday in the terms.
- Refund timing. Three different timelines across three pages.
- Duplicate articles. Two copies of the same delivery article, already starting to drift apart.
Recommended fixes
- Agree one answer per topic, then make every page match it.
- Replace the scattered deadlines with one "reporting a problem" article containing a single table, and link to it from everywhere else.
- Delete the duplicate delivery article and redirect its link.
- Add guidance for the AI agent on returns, collection and delivery access, so it states the limits rather than offering to help.
- Re-run the same 20 questions to confirm every fix.
Next steps
The content fix covers everything above for a fixed £800, completed within 5 working days of access, including the re-test. Optional monthly upkeep at £200 a month keeps the bot in line as policies change.
How this check was done
Twenty questions were asked through the public website chat, in a private browser window, grouped into four conversations. Each answer was copied word for word and graded against the pages published on the test date: Correct (matches the published policy), Incomplete (right but missing a cost, time limit or exception), Wrong (contradicts the published policy) or No answer (deflects when a page has the answer).