www.ofconcepts.com
What it's good for: Smooth navigation from point to point. It was "very easy" to move around the site, one CEO said, lauding in particular "the way it is categorized in the left-hand column for you." Another judge said he also liked the online-chat feature.
Don't waste your time if: You're looking for something special. "There wasn't anything to grab or hold my attention," said one critic.
What our CEOs had to say: Reviewers weren't exactly raving about the site, but they thought that both navigating and ordering functions were "easy and self-explanatory," as one of them put it.
What you ought to know: The site will help you set up a lease-to-buy agreement with a third-party leasing com- pany, typically for orders of more than $2,500.
www.officebydesign.com
What it's good for: Sample office layouts and funky furnishings, such as lime green boomerang-shaped tables, which impressed several panelists.
Don't waste your time if: You need one-on-one attention. The site provides its phone number only obscurely and encourages all inquiries by E-mail. One tester sent an E-mail message and waited 36 hours without a reply. "My expectation is that an acknowledgment of receipt, if not a full answer, should be sent within 24 hours. I was not satisfied," one judge commented.
What our CEOs had to say: Despite poor customer service, the site has much to offer, according to several of the panelists. It was "stylish and colorful with clear links," noted one CEO. "The shopping cart was easy to use. When I clicked on 'continue shopping,' it took me to the subsection I'd been browsing before -- a nice touch."
What you ought to know: A "move manager" feature is in the works. The tool will help customers schedule an office move and will send them E-mail reminders.
www.officefurniture.com
What it's good for: Reasonable prices and a wide range of products. One reviewer also recommended the site as a sure bet for anyone who wants to become "more knowledgeable about the market offerings."
Don't waste your time if: You have a slow Internet connection. This site posts a lot of pictures -- notably, of several "Virtual 3-D Showrooms" -- which is a great way to see the merchandise if speed isn't an issue. "They should take the Staples approach and show the items as hypertext links that you can click on if you're interested in the product," advised one CEO.
What our CEOs had to say: This is an outfit on the right track. "This site could go from functional to awesome" if it would allow small-business owners to plug in the shape and dimensions of their offices and get specific advice, one judge said.
What you ought to know: The site's restocking fee is a relatively steep 20%.
www.ofusa.com
What it's good for: A 3-D rendering program that allows visitors to view their own offices online with different furnishings. "Interesting, if a bit hard to use," said one CEO.
Don't waste your time if: You're a bargain hunter. Although the site touts its "everyday great prices," a majority of our reviewers suggested its offerings were on the high side.
What our CEOs had to say: The reviewers faulted the site for a lack of customer service. "It's a pretty plain office-furniture site with one slick toy," said one CEO.
What you ought to know: All sales are final. Warranties are handled individually by the 145 brick-and-mortar franchisees.
www.shop121.com
What it's good for: Comparison shopping. A shopper can select four desks, and the site displays product information on all of them side by side, giving the details, right down to the dovetail corners. There's also a powerful search function that can access data covering, among other things, price, style, and manufacturer's name.
Don't waste your time if: You need instant answers. The company is removing its immediate online help feature because of a lack of use.
What our CEOs had to say: Save time to explore, as there's much that's worthwhile to see. It's "a big site," noted one CEO. "It provides everything you need."
What you ought to know: Before the site could complete an online order, it had to contact a customer by phone for help in handling a complex freight-charge calculation. That extra step was a "major shortcoming," complained one panelist. The company said it would automate the task online before 2001, although it would welcome follow-up phone calls from customers.
The bottom line
Most of our reviewers said they were unfazed by the idea of ordering furniture sight unseen. One balked, saying that it's impossible in online shopping "to feel the texture, an important factor in the decision making." The panelists generally favored sites that offered the greatest variety of products. The top-scoring sites, Shop121 and OfficebyDesign, received kudos for their large inventories and for offering good prices. The panelists also valued customer service as a top priority. "I have furnished a few offices in the past," said one CEO. "The only time it really came out right the first time was with one-on-one help." Other sites rating high for their customer service were NextOffice and Officefurniture.com.
