Really great news considering the chaos that ensued on thursday when the Gratitude Wraps were uploaded to the website. I’m hoping these upgrades mean much smoother transactions when the next batch of Gratitude Wraps are uploaded (Ghost and Blurred Grey).
I suspected this would happen with the upload because the Gratitude Wraps were not widely released in stores before they were uploaded online, in fact we were told these were not going to be released in the US stores at all leaving hopeful buyers dependant on the small quantity being uploaded to the e-commerce site. Shoppers where also given an unusual heads up from Lulu about the upload of the Gratitude Wraps on the Lululemon Facebook page and so buyers knew to be online bright and early. Unfortunately, many buyers that placed orders the moment the upload happened got ‘sold out’ messages, while others who got online later where able to place and complete their orders.
The other issue that happened were that single orders were somehow duplicated and customers had multiple holds on their funds for multiple purchases when they only intended to order once. Some people had their orders completed only to receive confirmation of the wrong sizes and then later cancelled altogether. I’ve been informed of instances where these orders where cancelled but holds on paypal funds still remain. One reader had her order cancelled but has not been refunder her $300+ order amount back to paypal and has no idea when she will get her money back. Since Thursday, some Gratitude Wraps have been restocked online and it would have been nice if those had been made available to customers that had transactions gone wrong that had missed out rather than releasing them to others for general purchase.
I’m not sure what upgrades are happening on the e-commerce site or if they are changes we will see directly. Where things went wrong during the upload aren’t exactly clear to us as far as the transactions themselves or the site crash but I do hope we see a better system for uploading low levels of inventory that are expected and known to be much anticipated by large numbers of people. The fact that so many people where online that day hoping to order the Gratitude Wrap where completely expected and predictable. Customers have been requesting the return of this wrap for two years and there are several online groups dedicated to this one design. Stores sold out within hours on Monday when they were released. I was able to track blog stats prior to the online release and I had a huge spike in traffic starting Monday when they were released in BC stores 4 days before the upload and on upload I had record breaking numbers. I assume the Lululemon website also uses site metrics and analytics and were able to see this big increase in traffic as well as on the facebook page which uses similar metrics to track visits.
Will you attempt to order online again for the next release or was this too stressful of an experience to be repeated?