Originally Posted by
paperclip /img/forum/go_quote.gif I think there are slightly cheaper shipping options. For international, there's first class mail + registered which should end up 15 thereabouts, or priority + insurance which would be around 20. For domestic, I don't get why they're stating so 'loudly' that there's no replacement/guarantee unless u take the express $20 option, that's really high for domestic. Wasn't the lack of tracking what Kim said was a problem? Don't u get delivery confirmation available with USPS in the US? Yes, it may still be delivered wrong, but the seller is pretty protected that way. Doesn't UPS have pretty reasonable domestic shipping fees with tracking?
Personally, I do understand how there may be honest people who really did not get their package, and dishonest people who're trying to get free stuff. As long as it can be proven to me that you sent it out, I will trust that you did, and not hold you responsible for lost mail if it happened outside your sphere of influence.
Yes, if it was an $80 order, and did not arrive, it doesn't mean it's an $80 loss to the company. But, it does mean a loss of the cost, and the profit the company would have gotten, a total of $80. To us, it's a total loss. For them, they can write off the profit. To replace, they would lose another $80 of cost + profit. I have no idea what their cost is, that would be the crux I guess.
Of course, by replacing the package we did not receive, we would be very happy with their service, but is it really right to expect them to be responsible for what is beyond their control? An online business with items to be shipped is different from buying from a brick and mortar shop.
I think they should buy insurance against such business losses. Are there such insurances out there for companies?
Tell me, do the big companies selling online replace lost mail? Is this expectation more for the small businesses? I have no idea, but am curious about that.
In summary, I don't really have a problem with Lumiere's new policy for international. I will just be more worried about my packages not getting here. At least I still have the choice of cheaper shipping. If it was only the $25 option available, I would probably never buy from them again. And yep, I would never opt for that ridiculous shipping option for such small and light items, unless it was a really huge order.
Lumiere is a very interesting company. They have really made it big. In the beginning, they had wonderful sales (when Kim was clearing out her old MHM jars) with free shipping, and prices were really very low when she started Lumiere. Then she changed the sample sizes, they used to be all in baggies and were very generous samples. I regret trying to save and not ordering more samples during that time. The e/s baggie samples were supposed to be changed to just 1/16 tsp!! I see that she doesn't offer e/s samples in baggies at all now, just the jars with 1/8.
Then she raised her prices when business got busier and better. And she said, costs going up (which is true) but it's still free shipping, just the shipping is incorporated into the prices of the products. But, I'm international, I said. I don't have free shipping.
( I am paying for more expensive products, but I'm still paying the same $6 shipping. My stuff is still coming in envelopes which cost much less than $6. I feel that's not too right somehow.
Ok, her prices are still good, though they were wonderfully much cheaper before, so there I was regretting again that I didn't purchase more (esp those 10 e/s sets) before prices went up.
Then she changed her shipping policy to charge for domestic below $25? Hmm that must mean her free shipping thing and her theory about how she likes a what you see is what you get price is not working out. But international shipping became cheaper, and I appreciated that.
And the latest is this no guarantee thing. Of course, there were other changes in between too, I don't claim to remember all accurately (please correct me if I stated any wrong info). We had those try me kit deals with no free int ship change to free int ship, a min domestic order imposed, the try me kit price increased, pre-buy brushes, her shop being set up, them moving, and did she take away the smaller jar sizes somewhere? I liked those....
Lots of changes, and I don't believe she's not making money, if she can set up a shop. I don't really understand the pre-buy brush thing too. Some people claim she's doing it as a favour for us. Others who dare to say she's making money out of it are quickly shot down. I totally don't believe she's not making money. Yes the brushes are really cheap (which makes me wonder what is their actual cost) and I'm happy and grateful I get to buy such cheap brushes, but who in their right minds would do such a thing, (which needs alot of work and coordination) as a favour? This is a business she's running. I can see several obvious reasons. First, by doing these pre-buys, she's getting funds months earlier which she can make use of, probably before she settles the full bill with her supplier. That's smart. Then, she's getting more traffic to her site, more promotion, some people will surely look around and order other stuff. I know she had some brush losses etc. but I still think her cost was probably low enough for her to make some profit on the brushes, or else no business would do such a thing. So hopefully she could cover her brush losses with her profit.
Lumiere has a huge international customer base, I believe, due mainly to their reasonable international shipping rates. They have also gotten less nice as they got more successful, but I guess that's not too unusual. Their forum is quite a joke, it's not a company forum but people can't complain or rant there, or they'll get hammered.
I still like their products and prices, and if I can ignore that no guarantee, I will still buy as long as her prices remain at this level. I just find the whole development from MHM to Lumiere, and all the changes Lumiere went through, and how they achieved their success, pretty amazing, seeing how many mmu companies are out there.
omg you pretty much summed up everything about lumiere's history. I totally agree about the forum thing. Sorry I cant help but to metion it everytime. It really bothered me that 'fans' would go to her defence so quickly.