Dear Mr Lucky
I walked into two Lucky stores over the weekend. I like Lucky Stores and I know them for their jeans. I’ve got 3 pairs of Lucky jeans in my closet today. I think I bought shorts and a shirt there last year too. Yet today I am also no longer a customer and won’t recommend or take anyone to Lucky again.
I have a typical sort of shopping expedition/approach when going for jeans. You see the selection for me no matter where is always limited. Today I’m a 34″ 36″ and that means I have long legs. I could probably even wear a 37 on some occasions or if they weren’t preshrunk. As a kid growing up at one time I was a 32/36 and I’ve even been a 36/36. The problem is the 36inch inseam not the waist size. So on my typical shopping expedition I go into a store and ask them… What jeans do you have in 34/36. For the last few years Lucky always had a few pairs in stock – perhaps not in every color but I could at least try some on.
Over the weekend I got – “We don’t stock 36 long anymore. You can still order them online” from the Walnut Creek store and then again later same message at the San Francisco downtown store. So basically a piss off don’t waste your time here in our store spending any money because we don’t like the length of your legs. Look on line if you want. We have no interest. Now to be fair to Lucky I stopped in at Diesel (which years ago made the same change) and they too have nothing that is 36 long. Here’s my comments from that time.
Why do they think or believe a message delivered in this way would actually encourage me to go and shop online. It won’t. They lost a sale.
I sort of got it when I was growing up. I really was one of the taller kids on the block. Today 6’5″ remains tall but not exceptionally tall. I see it when I walk places. So I don’t believe I’m the only one chasing tall jeans. Nordstrom’s usually has at least one or two brands in my size. Again it will be limited. At least I know I can shop there.
So I offer a few suggestions for retailers that won’t stock and sell 36 long’s. There’s an opp. We’re the most loyal guys you will ever find. We hate asking for our size to be immediately disappointed. It’s like jumping into a Porsche Boxster and realizing you will never drive it. Stupid – but impossible.
Here’s a hint Lucky. If you only sell 5 pairs at 36 long a month in a store I suggest you ship them at the same time each month. Even if it is less then replenish your small number. Make sure the number is shipped again at the same date every month. If I miss out you can say… on the 15th of every month we get the extra longs in. Usually just a few. Come in then. You know what… I would probably put a reminder in my calendar.
In fact I’d say this for just about any store. I go into a Banana Republic. I know it isn’t worth looking for any sort of trousers. They won’t come in my size. They stop at 34. Levis. well I can probably buy them.
Next. It’s a pain but you have your own stores. You have computers. It’s not hard to do a made to measure. Here sir try on this pair.. or find a 34/34 you like and then we will order it now for you. Home delivery or would you like to come and pick them up. Yes I know the issue is store training. But this doesn’t require much training. It’s dollars the store lost and it is the peripheral dollars too. You go into a Lucky or a Diesel for the jeans and then consider the other stuff.
Now finally I am persistent. I also went online. I took a look at a number of pages. But in over five minutes I couldn’t figure out how to find anything that may be 36 long. The best I found was regular and 34.5. That’s not good enough. Your sites also a fail for a guy like me. Why is it… I can’t search for my size up front. No point in sending me to sale items etc. Just give me my size and thus options. Well I finally found that route. There are two options there. But not what I wanted. Just two in the whole assortment.
I’m sorry that we couldn’t do business. It will probably cost your company at least a $1000 over the next five years. That’s been the length of my loyalty. I know… just a drop in the bucket.
Regards,
Stuart Henshall
