Monday, May 14, 2012

Saturday's Sale

Wow - what a sale on Saturday! We actually sold out of the Iconic we had available for the sale and were really close to selling out a few other colors. I was so not expecting that. But while the sale was an epic one for us, it was also an epic fail in what my standards for customer service are. Now I don't mean responding to questions or anything like that. I don't mind that at all. I actually like the interacting during a sale, good or bad. Call me crazy! LOL! We tried to stay on top of all the questions coming in through Facebook, Twitter and email. What I'm talking about is the check out process.

What we learned was that when you get to the first check out screen it would ask for your coupon code. Like any smart consumer, you entered the coupon code and then proceeded to checkout. This is where the issue came into play. If you selected checkout then you were instructed to enter your address and then you saw the discount right away. If you chose Paypal as a checkout method, then it brought you to the Paypal site and you would not see the coupon entered until the very last screen. Which is about 5 screens in! WTF!! I would have just stopped, if I'm being honest. And I'm sure some of you did.

Unfortunately that is just the way Paypal works with the company that provides our website and servers. But for me that is just not going to work. I was so frustrated because I couldn't change this experience for anyone. We received a lot of emails from individuals saying the code didn't work. And we responded and walked them through the process. But for those who did not email, I assure you it worked. It was just that you had to keep going to the last screen. Which to me is just not cool.

We learned a lot with this sale. and now we are on to packing everyone's orders and we will not have another sale that requires a coupon code until we can change this to a more efficient and easy to use system. (Hopefully that is possible!) I do a lot of online shopping, and I have seen better systems, so I am hoping it isn't something so crazy expensive that we can't afford to offer a better check out experience. In the meantime any sales we have we will just figure out a way to have them without the need for a coupon code. Because frankly I love sales and don't want to stop the sales, but I want to provide an awesome experience all around.

So for those of you who were having trouble with the application of the code, I sincerely apologize! Hopefully that doesn't turn you off of Cult Nails. We will work to make a better experience for all in the future. As for now I better get to packing all the orders.

13 comments:

  1. That is what happened to me on the first sale so I just did not buy anything. I decided to go ahead on this one and I am glad I did. I figured that if it did not work I could email you after the order was placed. Dang, no I wish I had done that on the first one! Can't wait for the new colors. The new line coming out looks like fun!

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  2. You were so good about my first order that I knew it would be OK.

    You're great!

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  3. That wasn't an issue for me as I know the shipping fees are calculate at the end and if you don't agree you can cancel... so I assumed that the coupon will be applied at the end too!!
    But it was my third Cult Nails order so I'm used to this Paypal checkout!

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  4. I had a great experience during this sale even though I had the problem with the coupon code and wasn't sure how it'd work out. Your hubby responded nicely to me when I was too early for the sale - not realizing there is some time difference. Other girls were nice enough to help me out on Twitter too, I believe everyone that shopped with you before feels confident in buying again and is eager to give others that feeling too! I can't wait for my package to arrive and hopefully I'll be as pleased with them as I was with my first order :).

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  5. It was totally worth the hassle (... and it really wasn't even that much of a hassle anyway). I really appreciate the two $5 sales. One would have been generous enough. This sale allowed me to (finally) try your polish. The last sale I bought 3 polishes, Get It On, and Wicked Fast. The polishes are fabulous, but I am still in awe of your base and top coats. My nails are a hot mess (courtesy of a disasrous gel polish manicure), but you wouldn't know it because they are so smooth when polished - thanks to a great base and top coat. Plus, my last three manicure have each lasted a week - even with washing dishes (and toddlers). Thank you! (And hope you had a nice Mother's Day.)

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  6. I couldn't get the coupon to show up the first time I tried to I went back and emptied my cart, put the polishes I wanted back in my cart and then tried again. I think it showed up after that but I would have assumed I could email to have it fixed afterwards if it didn't automatically work during checkout. Thank you for having another great sale!

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  7. Well- now we know, so next time-- for paypal-ers...it will be a breeze!! :)

    -Deborah

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  8. I will definitely be buying from the Cult again! I was puzzled by the coupon problem with Paypal checkout but I still used Paypal with the other checkout option. It wasn't a big problem for me on my end.

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  9. This was my first Cult Nails purchase and while the whole check out vs coupon code was frustrating and I went through the entire process twice (just to make sure I hadn't done something wrong LOL) I did it because I knew no matter what you'd stand by your word as far as the sale. So in the end my belief in your honesty and customer service won out and I kept clicking through the screens. So when it came to the end and it was all ok- I felt even better about the entire process- despite the weird coupon issue. I hope you find a better way to function, but even if you don't keep up the stellar service, just the fact that all of you were "all hands on deck" during and after the sale shows how dedicated you are to making each sale a good experience- which builds toward your brand recognition and growth as a company. Thanks and I will definitely be back!! xo E

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  10. Wow, sorry to hear about all the trouble you guys had to deal with!! I'm glad that regardless you sold a lot of polish, as you have a wonderful company and glorious polishes. ^-^

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  11. I feel horrible that you feel bad. I did use paypal and I did have to go thru all the screens but honestly it didn't bother me. If the coupon never showed maybe, but at the same time I know your and your husband love this company, take very good care of your customers and go out of your way to make it right. I" m not saying that those getting frustrated with the process, or giving up are wrong I"m not. Would it have changed my mind if I were a first time customer I don't think it would unless the code didn't work. I certainly wouldn't walk away as a first time customer because everyone deserves a second chance or an opportunity to make it righ. I also have done a lot of online shopping. I know as a repeat customer that you both would do what was in your power to honor it and correct it. Cult Nails continues to go out of its way to give their customers great products, great customer service and two of the best sales ever. Many got to try your polish and send it as gifts because it was such a great sale one you certainly didn't have to have one sale, let alone a second one. I know it may have frustrated a lot of people but I hope it will not make people not give them another chance. How many companies do you know that answer emails and calls during a huge sale? Not only do they answer the phone during sales but how many times do you actually get to talk to the actual owner? I had ordered some polishes during last sale and messed up, I sent an email that John was happy to reply to but also Maria called me. Now call me silly but I was so excited to be actually talking to Maria that I couldn't calm myself down. I know some will sit there going is this girl crazy, but seriously I kept thinking please don't stutter, please don't sound like a fool and breath!!! (yes I know I'm crazy but seriously she not only called me but in the middle of a huge sale. I kept thinking omg she actually called me! Many companies won't answer the phone or an email during regular business hours. Many companies do not give huge sales to thank their customers. I think because Cult Nails isn't the norm of an Indie Polishes some people might forget its not a large company with a lot of employees making and sending this product. Its a great husband wife team that put everything into this product and actually care what their customers think. I hope that no one will shy away from buying again, stuff happens especially with a sale like this. I'm so grateful a blogger told me about this brand and that from my first bottle I have never looked back or been disappointed. I look forward to the collections, get excited over pre orders even at midnight it just adds to the fun and I so love those burritos when they show up. I also know that they make this whole process sound like so much fun that many of us had wished we could all be sitting around a large table, sharing a drink and snacks and having a burrito wrapping party. Thank you again for all you do for us and for anyone who may have gotten frustrated of disappointed give Cult Nails another chance you will not be sorry. I hope that Maira and John do not feel that they let anyone down and realize that we all love and support all the work they do. <3

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  12. Just wanted to let you know that I encountered this problem and wasn't able to participate in the sale. Which is a shame, but it didn't turn me off your brand. I know you'll have other sales in the future and I can wait for those :)

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  13. For some reason, I knew that it would show up last. I also knew that paypal wasn't charging me yet so even if it didn't show up, I could stop before I got charged. And I wouldn't be turned off the brand, I keep gushing about Wicked Fast, so that would never happen.

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