My letter to Old Navy customer service
To Whom It May Concern:
I was quite taken aback by a piece of mail I received today.
In the mail that I received on March 12 was an Old Navy advertisement for the Pattern Play collection. Within this mailing is a coupon - 15% off of your entire purchase, March 14-23. What I found incredible is the fact that this coupon is for use in store only.
I have purchased clothing online from your site once, a couple of months ago. I would love to visit one of your stores to shop, but the reason I purchased items from your site is because I am a plus-sized woman, and your company has chosen to alienate this market by selling plus sized clothes online only.
It is certainly your company’s prerogative to cater to those under a size 14, and if you feel there is a need to distance yourself from the plus-size market in order to win customers, that is your choice, however despicable it may be. However, it is a slap in the face to send a customer like me this coupon, when you can clearly see from my customer record that I have purchased clothes larger than those you have decided to carry in your store. It is insensitive and inappropriate to refuse to sell in-store items that customers such as myself can purchase, then turn around and send them a coupon that is entirely useless - when, again, you can easily refer to your records.
I find it hard to believe that Old Navy cannot afford to purchases services and technology necessary to target customer mailings by clothing size, yet they can afford to refuse to serve the customer population above a particular clothing size in store. I will no longer be purchasing items from your company, and please know that I will make my friends aware, and will post on my blog, my distaste for your practices.
Regards,
AW
I was quite taken aback by a piece of mail I received today.
In the mail that I received on March 12 was an Old Navy advertisement for the Pattern Play collection. Within this mailing is a coupon - 15% off of your entire purchase, March 14-23. What I found incredible is the fact that this coupon is for use in store only.
I have purchased clothing online from your site once, a couple of months ago. I would love to visit one of your stores to shop, but the reason I purchased items from your site is because I am a plus-sized woman, and your company has chosen to alienate this market by selling plus sized clothes online only.
It is certainly your company’s prerogative to cater to those under a size 14, and if you feel there is a need to distance yourself from the plus-size market in order to win customers, that is your choice, however despicable it may be. However, it is a slap in the face to send a customer like me this coupon, when you can clearly see from my customer record that I have purchased clothes larger than those you have decided to carry in your store. It is insensitive and inappropriate to refuse to sell in-store items that customers such as myself can purchase, then turn around and send them a coupon that is entirely useless - when, again, you can easily refer to your records.
I find it hard to believe that Old Navy cannot afford to purchases services and technology necessary to target customer mailings by clothing size, yet they can afford to refuse to serve the customer population above a particular clothing size in store. I will no longer be purchasing items from your company, and please know that I will make my friends aware, and will post on my blog, my distaste for your practices.
Regards,
AW