Lush launched their new website on 31st March this year. It’s been set up in such a way that customers ordering products from outside the UK are charged VAT, even though they shouldn’t be.
The web team have been “looking into it” since it was first reported to them. I would strongly advise non-UK people not to buy from the Lush website unless they’re certain it’s been sorted out. Surely a website for a company which ships abroad should handle removing VAT for non-UK orders as a matter of course. Are Lush incompetent?
I received an email from a non-UK Lush customer today, which I think deserves a place here in the main blog rather than being relegated to the comments. I think it answers any lingering questions about Lush’s competence.
Lush are saying on their twitter/facebook a bit ago that international customers should all call our orders in instead of using the Lush Kitchen website to order. They said that way we can ask them manually to take off the VAT since it doesn’t seem to be taking the VAT off automatically as the old website has done for years. And Lush suggests calling in also because there are issues with the ordering system. This came at the same time I was told that my issues have been fixed, (which is incorrect because I still have the same one issue left). People have been working on my messed up orders for weeks, and it seems to be *almost* fixed. And from reading around others’ orders still seem to be messed up. Is there a professional company working on trying to install this new kitchen website or is it one of the Lush staff? So it sounds like now international people may have to call in their orders, making it even less likely that we’ll be able to get in and order. What about the people whose first language isn’t English? What are they supposed to do? Lush has on their site that this new site has been a year in the making, and had a Beta site with people testing it before they put it up. Next time, they should test the website as a customer, and not test it as only Lush employees.’
I would bet my Future Primitive body whip that the new website has been done by one of the Constantine offspring.
They’ve set up a new website, and arsed it up so badly that it doesn’t remove VAT for non-UK customers, they still haven’t fixed it, and their response is to ask non-UK customers to phone their orders in – even though they might not speak enough English to do that, or might have to get up in the middle of the night to do it. Omnishambles clusterfuck just about covers it, I think.