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La Redoute UK, your website sucks!

By Sue August 13, 2010 - 7:45 pm

I’m a bit of a fan of French clothing website La Redoute, and was relieved to see recently that they also deliver in the UK. I placed an order earlier this week, and because I’m an impatient person, checked their site this morning to see when my parcel might arrive. The site said it had already been delivered – to the wrong address. Uh-oh.

laredouteI spoke to La Redoute’s customer services, who told me they would email me when the parcel was sent out (I didn’t and still haven’t received any email).

“But the website says it was delivered on 11th August,” I said. “Not to me it wasn’t.”

“No,” said the lady from La Redoute, “it was passed to our couriers this morning. You’ll get it either today or tomorrow.”

“So let me get this right. When your website says, ‘delivered on 11th August’, what that actually means is ‘passed to the couriers on 13th August’?”

“I don’t know what the website says. But it’s out for delivery today.”

“And where are you delivering it?”

She read back half my home address (without the flat number that would tell the driver which doorbell to ring).

“But that’s my home address. I’m at work. That’s why I asked for delivery to my work address.”

“Yes, but for your first order, we have to deliver it to your home address, to make sure it’s really you ordering.”

“But your website doesn’t tell me that.”

“We would have told you that if you’d phoned up.”

“But I didn’t phone up, I placed the order on your website…”

At that, I gave it up as a bad job, and was just relieved to have been carded by my Hermes driver today. But as an online trader, I have a few takeaways from my experience:

  1. Make sure your website is giving out accurate information.
  2. Make sure the information on your website matches what you’re giving out through other means.
  3. If you’ll only deliver to a particular address or under particular circumstances, don’t allow your customers to order unless they match your criteria.
  4. Make sure your staff understand how your website works!
  • 11 years ago

    Also slightly amused to see Google ads throw up La Redoute now on this page 😉

    • 11 years ago

      That’s the problem with personalized targeted advertising. I’m seeing an ad for Papa John’s pizza on this page.

  • TomH
    11 years ago

    And, I’am seeing a Channel Advisor Sell More Amazon Ad. Even tho I’m in Germany at the moment (but to tell the truth running a poxy thru the states). Looks like it’s working.

    • 11 years ago

      I think you mean “Proxy”. 🙂

    • TomH
      11 years ago

      Yep! Proxy Proxy ……

      Still only the Amazon ad. Pointing out, in this case anyway that Google is not wasting the advertiser’s money by showing me an ad that is not relevant.

    • 11 years ago

      It’s CPC, not CPM, so it’s only a waste of their money if you click an irrelevent ad 😉 I do think there’s some new functionality going on with these ads – they seem very, very targetted in a way they weren’t a couple of months back (I’d never seen a Groupon ad until the day after I signed up with Groupon, for example). I’m talking to Google next month so we will see what information I can glean. Watch this space…

  • 11 years ago

    TomH: the CA ad on the side is there for everyone.

    On a pro-La Redoute line, they are doing very clever stuff with their Google content ads: while I was placing this order, the ads showed up stuff that was already in my shopping cart, I’m assuming with the intention of making me come back and pay for it. V. cunning.

  • 11 years ago

    If anyone wants an update, my order’s now arrived – but it’s the wrong order. Will NOT be ordering again.

    Shame, coz I’d bought quite a bit in France and it was all fabulous.

    • 11 years ago

      Oh what a nightmare!!! Don’t forget to let us know how their post sales disaster recovery support is 🙁

    • 11 years ago

      So far:
      ~ premium rate number to call
      ~ cut off the first time I got through to a human.

      Really not going terribly well for them 🙁

  • JohnC
    11 years ago

    They sound ideal as an Ebay Outlet.

    Have they managed to get their TS&CS totally illegal – I believe that’s a mandatory requirement?

  • JohnC
    11 years ago

    Well, that should make them BSS, so I guess they will be having a run of Daily Deals.

    • 11 years ago

      Yes, on more than 4% non-positive feedback, they’re ideal candidates 🙁

  • JohnC
    11 years ago

    What I really don’t understand, all joking aside (and god knows ebay makes it easy), is why ebay can’t see how damaging the poor outlets are to their image.

  • JohnC
    11 years ago

    Yes, Sue, I remember that article, and agree with most of it.

    Interesting that the first few comments are about Debenhams, who seem to have given up on ebay.

Featured in this article from the Tamebay Guide – companies that can help you grow and manage your business.

La Redoute

La Redoute has been long established in France as a fashion and homewares brand specialising in middle range to high hand stock.

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