Oh dear LUSH. After actually thinking you had got your act together last year with an online Boxing Day Sale that went relatively smoothly, you lose the plot this year with a queuing system that was useless!
After 4 hours getting nowhere nearer to accessing your website I broke my ‘no going to the shops on Boxing Day’ rule and drove to the Bury store. The silly thing was that after a 40 minute drive there, a couple of hours shopping and a stop for a pint, and a 40 minute drive back, when I got home again I was no nearer the front of the queue than I was at 10am (slow hand clap). At 4pm when I finally got on the site only a handful of sale products were left and the site was still incredibly glitchy.
Never mind LUSH, fortunately for me and many other your tireless staff at the Bury store kept the show on the road where your woefully inadequate site let customers down, and I bagged some great bargains including the following:
Butterbear Bath bomb
Candy Mountain Bubble Bar
Golden Wonder Bath Bomb
Luxury Lush Pud Bath Bomb
Never Mind the Ballistics
Reindeer and Robin FUN
Shoot for the Stars Bath Bomb
Snow Angel Bath Melt
Snow Fairy FUN
Sparkling Red Slippers Bubble Bar
Stardust Bath Bomb
The Magic of Christmas Bubble Bar
Goth Fairy Shimmer Bar
Lord Of Misrule Bath Bomb
Autumn Leaves Bath Bomb
I’m pleased with my haul and am nicely stocked up with bathtime treats for the months ahead, however I was disappointed with the lack of gift sets available in this year’s sale, with only a couple in store and online. In addition the performance of the website was shocking, far worse than previous years. Yes there is high traffic, but this should be anticipated by now. LUSH is no longer the small independent it once was but trades internationally and with an annual turnover of around £272million, so the idea that they can’t invest in a better website server doesn’t hold water.
I’ve actually begun to suspect the website issues have become part of their trademark, and because it keeps people talking about them they aren’t that interested in ironing them out. Whilst this may be a successful strategy I think it’s unfair on their front line Customer Service staff who have to field irate customers, shop staff who are run ragged re-stocking depleted shelves, or to customers who are unable to get to a store. Surely there is a better way of managing the sale?
To add insult to injury LUSH then pulled the sale altogether at around 9.30pm, making an announcement on Facebook and leaving people with items in their shopping carts that reverted to full price. As for the website, there’s still a queuing system to access it 24hours later!
What do you think? Did you manage to grab some LUSH bargains in the sale?