Loft Home was founded in Singapore in 2017 with a simple goal: to make stylish, high-quality furniture more accessible and affordable. Loft Home specializes in the retail and wholesale of furniture, decorations, and household essentials.
As shared by Managing Director Max Guo, “I noticed that many beautiful furniture pieces came with significant retail markups, so I wanted to create a brand that works directly with trusted manufacturers to offer great designs at honest prices.”
With a focus on quality, value, and customer experience, this approach has helped the team grow Loft Home into a trusted furniture destination for homeowners looking to create beautiful and comfortable living spaces.
In this case study, Loft Home shares how Fera helped them collect over 18,000 reviews in just three years, making review collection simple, consistent, and scalable. This has helped them build stronger trust, credibility, and an improved online presence.
What were a couple of challenges you were trying to solve before using Fera? What were the major pain points of your process prior to using Fera?
"Before using Fera, one of our biggest challenges was building trust with new customers, especially since many of our products are available on a pre-order basis and involve a longer delivery timeline. Shoppers often wanted reassurance that others had purchased from us and were satisfied with both the product quality and overall experience."
Another challenge was collecting and showcasing customer reviews efficiently. Managing reviews manually was time consuming, and we lacked a centralized way to display authentic customer feedback across our store. We wanted a solution that could help us gather reviews at scale, present them professionally, and give new customers the confidence to make a purchase."
What other methods/strategies did you try in order to address those issues before using Fera?
"Before using Fera, we relied on a combination of manual review collection and customer testimonials shared through our website and social media channels. We would reach out to customers individually after delivery to request feedback and photos, then manually upload and organize the content on our store.
We also used social proof from our social media platforms, customer messages, and completed project photos to build credibility. While these methods helped showcase customer satisfaction, they were time consuming to manage, difficult to scale, and did not provide a seamless way to collect, display, and manage reviews across our growing product catalog."
Have you tried any of our competitors? If so, why did you choose Fera instead? If not, can you describe a few of the reasons you decided to move forward with Fera?
"We evaluated several review platforms before choosing Fera. What stood out to us was how easy it was to set up, customize, and manage reviews without requiring extensive technical work. As a growing furniture brand with thousands of products, we needed a solution that could scale with our catalog while remaining simple to use.
Fera also offered a clean and professional way to display customer reviews, photos, and ratings throughout our store, helping us build trust at key points in the customer journey. The automation features for review collection, combined with the flexibility of the widgets and strong Shopify integration, made it a practical choice for our business. Overall, Fera provided the right balance of functionality, ease of use, and value compared to the alternatives we considered."
Which marketplace are you selling on (Shopify, Wix, etc) and what widgets are you using?
"We primarily sell through Shopify, which serves as the foundation of our ecommerce operations. As a furniture retailer with a large product catalog, we rely on Fera's review widgets to display customer ratings, written reviews, and customer photos directly on our product pages and collection pages.
We use Fera's automated review request system to collect feedback from customers after their orders are delivered, helping us continuously build social proof across our store. The seamless integration with Shopify was particularly valuable, allowing us to manage reviews efficiently while maintaining a consistent shopping experience. The combination of review widgets, photo reviews, and automated review collection has helped us strengthen customer trust and improve conversion rates."
How does Fera help your team or company achieve its objectives?
"Fera has been instrumental in helping us build customer trust at scale. Since implementing the platform, we have collected more than 15,000 customer reviews across our store, providing valuable social proof for shoppers.
The increased visibility of authentic customer feedback has contributed to a 15% improvement in conversion rates and a 40% increase in repeat purchases. At the same time, Fera's automation features have reduced the time spent managing reviews by approximately 80%, allowing our team to focus on delivering a better customer experience and growing the business."
What features do you wish Fera had? How can we improve?
"One feature we would love to see is a simpler and more flexible way to group related products and share reviews across product variants or product families. This would make it much easier for merchants with large catalogs to consolidate customer feedback and showcase reviews more effectively.
Another area for improvement is the loading speed and responsiveness of the admin interface. Faster page loads and smoother navigation would help teams manage reviews more efficiently, especially when working with a large number of products and reviews."
What, if any, future plans do you have in terms of using Fera?
"We plan to continue expanding our use of Fera as our business grows, particularly by collecting more photo reviews and leveraging customer-generated content to build trust across our product catalog. With over 15,000 reviews collected, we see reviews as a key part of our long term customer experience and conversion strategy."
Do you have any advice for other users or those looking to use it?
"For merchants considering Fera, our advice is to set up automated review requests as early as possible and consistently encourage customers to share photos along with their feedback. The more authentic reviews you collect, the more trust you build with potential customers. Fera makes this process scalable and efficient, allowing you to grow your review base without adding significant manual work."
