Tldr; in online selling the difference which makes or breaks is whether your product is a PUBLIC one or PRIVATE one!
It is not any kind of differential or new experience, but rather dawning of the fact, how actually furniture in this country is sold.
Online retail could be categorised in public and private products retail. There are essentially two kinds of products, the private one which is solely for the personal use and any other person does not have to do anything with it.
A Public product is a product which is bought by a person but had impact on other persons as well, along with the buyer.
Furniture is a public product. A couple buys it, but friends, relatives and neighbourhood aunties sit on it. For a couple it matters to them, what they would feel and how they would react, whether they would be comfortable on it, like old parents or grandparents, that neighbourhood auntie who has arthritis.
When one is buying a public product, online seller is a very poor choice, when you can't even see the product with baked eyes, let alone feel it. A public product is mostly bought after it is felt.
Furniture has further variables like the wood, the fabric which can be verified only by touch and feel. It is one notch up than a public product.
I believe they are now trying to do it the right way, but retail is very tough as far as P&L is concerned . It's the game of women!