Old Navy

Full review
My wife and I just spent 2 hours trying to buy some things Cyber Monday online for our 2 kids when their server crashed. These things happen, so we called in to their 800# to have them help us on the phone. When we called in, they said they would be unable to honor the discounts - and then we received a form email thanking us for our loyalty.

It is unfortunate that now that loyalty is gone - years of work trying to build the relationship all gone down the tubes due to a single service experience that showed how little they 'care' about their customer's experiences. Interestingly, since they all stem from the same machine, this actually makes me think less of gap and banana republic as well. Hopefully this conglomerate learns to take ownership in their mistakes in the future.

It is worth noting that when the site is not crashed it is fairly easy to use, and they do have good deals generally especially for clothing for kids who do not need very sturdy clothing as they will outgrow most of what is purchased. However, this experience illustrates why stores should really be careful with their web-experiences; while they viewe them as a lower cost alternative in extending their brand, negative online experiences tarnish how people view their store experiences as well.