加拿大長週末假期這數天之熱話非這宗事件莫屬。一個農曆新年優惠碼引發軒然大波，是出錯還是有人濫用，誰是誰非，100%口和鼻坳。顧客一於少理，幾乎齊聲鬧爆Sephora，觸發關公災難。
事緣前數天有網上流傳Sephora推出了一個88OFF的優惠碼，凡在網上購物$100會大減$88，據說是慶祝農曆新年的推廣。如此「咁大隻蛤乸隨街跳」的超級筍Deal，流傳有說其實是個別客戶透過e-Newsletter收到的抽獎活動，抽中就可以使用，而據說有人抽中了然後在網上分享，又有人成功輸入購物，結果觸發今次事件。
Sephora發覺有大量客戶成功使用代碼購物，聲稱代碼並不適用並取消客戶訂單及安排退款。被取消訂單的顧客大怒，在其社交網站大駡，各大討論區、博文一面倒站為顧客抱不平。
RT TO SAVE LIFE! Use promo code 88off to save $88 on Sephora when you spend $100 plus. IT ACTUALLY WORKS! 😭😭 pic.twitter.com/A6PsmfF4LQ
— aissu (@aissulloyd) February 15, 2019
We apologize for the confusion surrounding the situation! This promotion is not currently available and we are unable to honor it.
— Sephora (@Sephora) February 16, 2019
其實在不是開倉和特別節日，$100大減至$88的優惠確實不正常。以上述所言這個優惠碼不是公開讓一般顧客使用這個可能性不低，頗大可能是系統出現漏洞，致人人都可以使用。如果在公司角度，也許認為取消訂單是無可厚非。不過事實顧客的確成功購物，貴公司出錯與人無尤，為此承受損失也是自然不過。就如顧客如買錯貨品，也難以要求公司取消訂單。這個做法讓人感覺有搬龍門之嫌，且有欠氣度。況且是如此大間的連鎖集團……。
You’re going to just cancel the order but still keep my money and make interest off it for 7 days???? Do you know how fucked up that is?? @Sephora just honour the purchases that went through. What kind of shady ass company….. you just lost a customer forever. pic.twitter.com/geQv8SXtzQ
— jenna (@idkjenna) February 16, 2019
Really @Sephora? The amount of money I spend on your company annually and you can’t even honour the #88off to the people that caught it?? Is the $88 really worth losing the goodwill of your customers?????? Excuse me while I purchase my products from @Nordstrom or @HoltRenfrew now
— KNM (@KRYSSI__) February 16, 2019
同樣的案例有兩單可作為參考。早陣子香港豐澤網上商店大量貨品標錯價，誇張至iPhone、Macbook、相機都只需$298。顧客又能成功落單，當然豐澤發現後隨即取消訂單，顧客當然鬧爆。
另一宗則是國泰航空，就在今年一月顧客在其官網成功以$675美金 (原本約$16,000) 的價錢，購入頭等機票，由北美前往亞洲地區，當然100%是系統出錯，不過既然很快就修復完成，國泰航空也樂於損失一點點，讓這些幸運兒的訂單過關，加上一個幽默的貼文，令航空公司在打了一場公關勝仗，洗脫因航之名。
Happy 2019 all, and to those who bought our good – VERY good surprise ‘special’ on New Year’s Day, yes – we made a mistake but we look forward to welcoming you on board with your ticket issued. Hope this will make your 2019 ‘special’ too!
.#promisemadepromisekept #lessonlearnt— Cathay Pacific (@cathaypacific) January 2, 2019
且看Sephora如何修補與顧客的關係，還是讓時間沖淡一切便算？