Tuesday, April 21, 2015

Target's Spin Doctors Try to Justify the Lilly Sellout...

A post today on Target's corporate blog - by their Chief Merchandising and Supply Chain Officer, Kathee Tesija - tries to spin their side of the story to the Lilly Pulitzer for Target sellout. You can read the full story here, but here are two notable quotes which I call BS on:

"When we look at the amount of Lilly Pulitzer for Target product being resold, it translates to roughly 1.5 percent of the collection. While we’d prefer that number to be zero, it tells us that the vast majority of guests who purchased the collection did so with the intent of enjoying it for themselves."

"The website never crashed, but due to high traffic, it was slow and our guests had to wait longer than they should have to access the full collection. That’s frustrating, both for them and for us. We’re taking a close look at what happened."

So 39,000+ items (that's the # of Lilly for Target items on eBay this morning) is only 1.5% of the entire collection? I find that hard to believe. And they can deny the "crash" as much as they want, but having the site inaccessible for hours on end is essentially the same as a crash. 

15 comments:

Music said...

I completely agree with you calling BS. I saw a quote stating the website was down for only half an hour. I mean, I usually brave these things in store if I REALLY want something anyway, but I thought I would check the website since I had stayed up late watching a movie ("Big Eyes" is quite good, by the way). I never saw it up from 12:15 AM to about 1:45 AM Pacific. It appeared Target's Twitter feed was trying to placate people, but it looked like shenanigans to me. For once, I'm glad I'm in CA, though, because it looks like people were crazier in the Southeast about this one. Clearly, the "establishment" brand created a different craze than the "runway" or "up and coming" brands. Target either needs to get their act together, or they need to stop playing games. Any PR is actually not always good PR. There is a thin line.

TPA200 said...

It was BS from beginning to end. Poorly handled on-line as well as in store. If it could be measured, the PR hype "out weighed" the amount of merchandise offered!

Elita Kalma said...

I immediately came here after reading that HOT GARBAGE to see if you were going to post about it. They really screwed this up majorly, and they should be doing whatever it takes to offer more product. I went to two Targets today and there were zero returns at one store and a headband and bobby pins at another. At thousands of stores across the US, shoppers noticed women shoving entire racks of clothing into their carts. Limits weren't imposed in store. Their website was down ALL NIGHT and once it was up and running at 7 AM EST, bots purchased all of the inventory. I am seriously so mad about this!

Target Addict said...

Elita: not only were limits not imposed (as they should have been) but as I mentioned in the comments on one of my other posts: Target forgot to print the return date on the receipts. I predict this is going to turn into a HUGE problem for them. From what I understand, the standard "90 day" return policy is printed on the Lilly receipts. So how is Target going to enforce the 14-day return window?

Elita Kalma said...

Yep, Target Addict, I saw that on your other post. I was able to purchase two toddler tops on Sunday (as I was leaving the store, I noticed a target associate heading back to the toddler section with go backs and picked the two things in my daughter's size) and I looked at my receipt and nothing about a 14 day return policy.

aly cat said...

I noticed there was nothing on the receipt about a 14 day return policy as well. I have a couple of things I'm on the fence about and I wonder if they'll let me return them after 14 days since it's not stated on the receipt. They definitely included it for the Altuzarra collection.

Music said...

Yeah, peeps, as I noted before, the printed receipt is potentially going to be an issue on the supposed 14-day policy. I DID see it mentioned next to the (nonexistent) items on Target.com today. So maybe the online orders will be returned in store within two weeks? And I too remember another collection (Neiman Marcus?) having clear exceptions printed on the receipts as well. Gosh, I don't think you can enforce this time frame legally when the closest thing to a written contract - the printed receipt - states otherwise. Facebook, Twitter, reports on the news, and even Target.com likely won't trump that piece of paper. It's unfortunate the media relations department had an executive discuss the policy so quickly. This aspect makes Target again look disorganized :( I can't imagine the 14 days was only meant for online purchases. I think they're going to have to own up to it and just roll with 90 days. I can already envision some poor Target worker getting lambasted in late May, June when their computer won't give more than store credit to some eBay seller trying to return a thousand dollars' worth of Lilly for Target merch. Those folks on the front lines have enough to deal with already...

Mary Hall, The Recessionista said...

Yes, again with you , the blog post & statement were RUBBISH and I think everyone knows that!

januarysix said...

I was told verbally that the items had a shorter return window, but I haven't read the fine print on the receipt. I went back to a local target yesterday and was surprised to find the coveted ceramic cups in the home section, maybe a buyer's remorse return? I remember when Jason Wu sold out a facebook group opened up and people traded. I got everything I wanted that way. I wonder if people are doing the same for Lilly.

Music said...

If you're really downhearted about something you had your sights set on, I say keep those eyes peeled. I saw three shift dresses in full size runs in Culver City on Monday. This morning? Full size run of one shift dress in Manhattan Beach (a location I usually avoid due to things like unmonitored tweens skateboarding in the aisles - yes, true story - but I was looking for an extra set of glasses which were supposed to be "in stock" according to the website and, naturally, were nowhere to be found). From there, I took a chance and went to L.A. La Cienega on my way in for my work assignment - lo and behold, complete endcap with tall and short glasses, plates, bowls, barware (flask, etc.), pineapple server & juicer - blah, blah. The only thing missing was the mug set. And these stores already had the signage completely down. I think random shipments are either coming in late or being sent out post-frenzy. And yet here are STILL some elusive pieces that I have absolutely not come across AT ALL - jewelry, swimwear, certain dresses and shoes. I don't even want them, but I have taken note because it's indicative of shipping delays or additional stock. I'm thinking, if something hasn't been seen at all in a given store, it may randomly pop up. So if you're running an errand to grab some Method soap (like me) - keep an eye out!

Catherine Edgar said...

Where are you finding the clothes now that the Lilly rack has been taken down? I have been to 3 Targets and havent found any clothing.

Music said...

In the two stores that had late clothing shipments (in the L.A area), the Lilly dresses were where the collection would have been - kind of in between the Xhilaration/juniors stuff and the Mossimo section - like, boom, randomly on a rack in front. The bright colors have made them noticeable, but it's a weird thing - like seeing a black-footed ferret family in the wild.

Catherine Edgar said...

Thanks Music!

Elizabeth said...

So annoying! I only saw a tiny fraction of the stuff near the out door living stuff. No Clothing or anything great left behind. I didn't even know it hit the stores. Like I have commented before though, I'm over them after the Missoni debacle.

Lisa said...

I don't get these collaborations? They should make it a seasonal thing, merchandise coming in for a few months, not just one day so there is not this mad rush and everything gone to ebayers in 10 minutes. If people could expect to be able to get the merchandise for 3-4 months there would be less of a scramble and no re-selling going on. People would only buy what they actually wanted/needed/ Huge failure.