In which LUSH UK makes my brain hurt

[saramwrap]

I just posted this on the forums, but I had to share! After missing the bulk of the US post-holiday sale, I jumped at the chance to order from the UK. I ordered £32.06 of products, qualified for the £10 freebie, and got the cheap shipping. I placed another order for £81.87, qualified for the £20 freebie, and again got the cheap shipping. Then I

Comments

[havocmangawip]

I want a pony! A pink one!

That said, I had a J. Crew experience like that today. An order had been lost and then found and then credited and then I needed to pay. Oi!

Good luck!

[saramwrap]

I want a sparkly pink pony that smells like American Cream!

I've had web orders from various companies that have had billing/shipping/cancellation headaches. But I think this is the first time that I've received some random part of an order, with a new order number, with free shipping, goodies I didn't qualify for, and absolutely no explanation!

I don't think I owe them anything, as I canceled and actually paid for all of the items they mysteriously sent... except for the freebies and the shipping. If they try to bill me for more, I will ask them to let me return everything for a refund.

[martygreene]

Uh oh- the cart doesn't include the weight of the freebies?! I don't have skype, but this might mean I need to email UK CS and cancel... ugh... please tell me this isn't so!

[saramwrap]

Well, apparently you should be okay...

When they first posted the sale, the cart didn't include the weight of the freebies. They included the approximate weights of the two gifts (700g and 1300g, respectively) on the terms and conditions page, expecting people to calculate it themselves. Which is ridiculous. I called and canceled because I was worried they would do what they normally do if the shipping is actually higher - contact you and charge your credit card for the difference.

People who ordered early have said that LUSH only charged them the lower shipping and absorbed the difference. I guess I would have been fine, and you should be too. And apparently now the cart has been fixed - thus making it harder to find any order that gives you freebies and is actually light enough for cheap shipping! May still be worth an email to ask.

[martygreene]

Tell me about the difficulty of qualifying and not getting the super crazy shipping! I had to re-work my order a number of times, which was thoroughly irritating. I think I'll drop them an email just to be safe, but from what you're saying it sounds like I made it in after they fixed things.

[saramwrap]

I still had some trouble even before they fixed it! 2kg is not a lot of LUSH, especially with packaging weights on some items.

I don't understand why the system didn't work properly from the start - if they can assign a name and price to the freebies, why didn't they initially include the weight? This caused a lot of people far more confusion and panic than it was really worth.

[thistwistedfate]

My bet's on the pony. ;)

[saramwrap]

I'm hoping! Pink, sparkly, scented like American Cream.

[saramwrap]

At least you were expecting something! Yay!