These are the scenes from last night’s Isabel Marant for H&M preview evening. I was expecting to write this blog post today about the launch of H&M’s fabulous Isabel Marant collection and how excited I was about receiving my coveted boots. Let’s stop right there!
H&M have disappointed with their Isabel Marant collection and now, only a few hours after launch, they have thousands of very unhappy customers. If they intended to stamp on their loyal customers’ excitement by not only denying them access to their online shopping basket and checkout, but the whole website, they have succeeded magnificently.
This was the message online prior to 9am this morning. Fair enough, I thought, they’re adding the final touches and making sure that everything is in place for the launch. Should be a smooth run, because surely H&M have learnt from previous years’ experience when they have done collaborations. Wrong again!
After about ten of trying the site, I got my boots into the shopping basket and got as far as the checkout.
A few minutes later and this appeared. For the next two hours.
Was this a joke? Obviously not, according to the many complaints on H&M’s Facebook page. I tried ordering on my mobile, but received the same message, by which time it was 10.30am and I was getting stressed from trying to order a pair of boots for the last hour and a half. At this point I was losing the will, along with many others.
To make matters worse, my boots were now selling on Ebay for over £500. Now, being the type not to be beaten by technology, I decided to try the good old-fashioned telephone. Guess what? It worked. Okay, it took fifteen minutes to get through, and another fifteen minutes on hold, but finally the sweet soothing voice of customer services told me that, yes, I could place my order, and yes, my boots were available. Hallelujah!
This was at 11.30, two-and-a-half hours after launch. Shame on you H&M. If a company like you cannot deliver on your promise, you should be ashamed of yourselves. Can I send you the bill for the hours of work that I lost today? Thought not.
By lunchtime, the whole collection had sold out. And the boots? Let’s hope they fit!