“Get ready to do some serious shopping” the photo says, well that was not the case for me on Tuesday morning. I had originally planned to make my way over to Manchester as the H&M there was stocking the Lanvin collection. However, due to the unfortunate passing of my Grandma I was attending a funeral that day. So I decided to wake up at 06:45 in the morning so I could go online at 07:00 and get what I wanted online from the collection.
So I woke up loaded up the website and waited until 07.00 it wouldn’t load up, so I kept refreshing and it redirected me to their online store. It came up with a message saying they were experiencing some busy traffic, which I could understand with it being the launch of the Lanvin collection. Anyway I kept refreshing after about 15 minutes the site loaded up so I managed to get the blue blazer I wanted and one of the t shirts for my girlfriend, added them to my basket and went to pay.
Instead of letting me pay H&M’s website insisted I register as a new customer, which is fine unless it own’t let you register… so I kept trying with no success. Being a mac user sometimes you come across websites or pieces of software that just don’t want to play, so I thought I’d give firefox a try… no success. At this point I’d had the items in my basket for over 30 minutes and I was becoming frustrated. After giving up on firefox and safari I had one last attempt using my android phone, still I was presented with an error message. After having my items in the basket for 45 minutes I decided to send customer services an email at this point other people had started tweeting about their own issues.
A day or so later I got this response
Thank you for your email.
Please accept our sincere apologies for the problems you encountered whilst shopping our Lanvin collection this morning.
Due to the high demand and the popularity of the Lanvin collection our website unfortunately experienced some technical issues.
I have two words for H&M’s website EPIC FAIL
The response from customer service was not helpful in the slightest, they basically told me what I already knew. After a day of pondering on more serious issues in life I decided all was not lost if I didn’t get a piece from the collection. But I was just disappointed in the service and the usability of the website.
What are your thoughts on the site? Have you had any customer service nightmares from retail stores, Maybe you too tried ordering online on Tuesday? Let me know by commenting below
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