Tuesday, July 20, 2010

good job it's not a Christmas present

For reasons that I won't go into, I spent several hours today killing time in the lovely town of Harrogate - and I called in one shop called Orvis. They had a nice jacket - but not in my size. The staff told me about the website, so when I got home I took a look. Selecting my size I found there was a problem with availability ...
Yep, that's the end of December before it can be dispatched. That's five months away. Hmmm. Furthermore, in the shop it was on sale - 30% off, but no sign of such an offer on the website. Consistency of pricing on- and offline is an issue, with best practice normally being 'same price' for all channels. I know I would have been sick if I had bought online and then seen the jacket in the shop for 60-odd pounds less.

As a footnote: this is only my suspicion based on my retail experience - but I suspect that this particular jacket is being discontinued, to be replaced later in the year with a new style. This would explain the long lead time for online orders and the discount of what sizes remain in the shops. If I'm right, why not just say that? Indeed you could actually make it into 'good' news, and collect email addresses of folk who want to be informed when the new style is available.

As is the case in
all my entries to this blog: if Orvis's reputation management team pick this up [which they should - if such a team exists] I would be happy to amend my assumption if I am wrong.

Footnote: as you can see, someone from Orvis did contact me and we exchanged emails with regard to the issues - he concluded by saying my comments would be passed on to the appropriate folk.

1 comment:

  1. Hi Allen-

    This is odd. Drop me a line at hathawayj at orvis.com and I will check into it for you.

    James Hathaway
    The Orvis Company