Compliance with the law–or even your own promises–leaves plenty of room for bad behavior. Lands’ End, formerly owned by Sears and, as such, noted weasel Eddie S. Lampert, demonstrates how not to treat new customers in a master class.
I couldn’t find any free stock images of douchebags
Wednesday, 24 May: Lands’ End sends me a postcard with an offer I couldn’t refuse, 50% off my entire order if I texted them my email address. So I did, and promptly got back an email offer for 40% any single item, which is not the same thing at all as 50% off my entire order. Nevertheless, I called them on the phone and they honored the coupon after the obligatory intercession of a manager. To his credit, the manager also gave me free shipping even though my order came up about $3 short of of the $50 threshold.
Thursday, 25 May: I get a marketing email with the offer of 50% off all swimsuits and 30% off everything else. I immediately downsub to one email per month.
Friday, 26 May: I get a shipping confirmation…and another version of the 50% off swim/30% off everything else email. Also, another email with an offer for 40% off home products.
Saturday, 27 May: Two more emails, the swim offer and a new, 40% off pants offer. Also note that although I have elected men’s clothes as a preference, every single email to me has featured women’s products.
Sunday, 28 May: the 50% off swim offer. Again.
Monday, 29 May: Yup, same offer.
So, after asking them to send me one email per month, I got six emails in the space of four days. Legally, they’re probably in the clear to fusillade me like this because a) CAN-SPAM dictates a 10-day response for opt-outs and b) strictly speaking, I haven’t opted out.
Nevertheless, let’s look at what they did here:
- Honor the offer they mailed to me only after I had to speak to a manager
- Did not immediately respond to my request for fewer emails
- Failed to honor my preferences for men’s clothes (I know, cis-gendered men can’t exactly claim too much agony here, but still)
Not bad for the first five days of customership!