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.