Case Study: Plow & Hearth improves returns, speed-to-stock, and customer satisfaction with Optoro

How our full returns platform is improving Plow & Hearth’s customer experience from start to finish

Plow & Hearth, a US-based home and garden retailer, faced a significant challenge as its ecommerce growth led to an overwhelming volume of returns. This influx was consuming valuable warehouse space needed for new inventory and stalling their customer satisfaction. They needed to quickly outsource this process and find a long-term partner to improve the entire returns lifecycle.

Optoro implemented its full returns platform, including Returns Experience, Returns Management, and Recommerce solutions. This provided an online returns portal for customers, outsourced processing to free up space, and opened new resale channels. As a result, Plow & Hearth achieved an 85% customer satisfaction rate, drop-shipped $260K of inventory in a quarter, and now resells 55% of returns, sending only 2% to landfill.

PIow & Hearth

Paul Abugattas

Director Of Retail, Call Center, & Distribution Operations