In this post, I talked about how Mark Constantine said Lush wanted to make things better on their international forum.
So, what’s happened since then? Many people on the forum took him at his word and said where they felt things had gone wrong and made constructive suggestions for how things could be improved. Forumite A posted about her experience. After several days, she received an email from a Lush employee, to which she replied. She’s had no further contact from anyone at Lush. Lush employees set up threads on the forum listing the complaints, and then ignored the complaints. Then Lush announced that none of their staff would use the forum because it was too horrible, and that from then onwards, the forum would be moderated – in complete contrast to numerous posts from Lush big cheese Hilary who had said time after time after time, year after year after year, that the forum should not and would not be moderated. People were very annoyed about that. Then a couple of moderators were appointed who spend several days going through the forum removing swear words, falsely accusing people of insulting them, and refusing to apologise. Meanwhile, not of the legitimate questions people asked have been answered. And now people who contact Lush customer service are told that the forum is going to be shut down.
Well done, Lush. Well done, Mark. You had a fantastic loyal fan base, a fantastic sounding-board, a fantastic source of feedback. You used it when it suited you, you flattered it when it suited you to, and through your own greed, selfishness, stubbornness and stupidity, you destroyed it. The community will find another home – bonds that strong can’t be broken by anything as weak as you. You’re the loser.