December 2, 2008
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Old Navy Cyber Monday
I got an email early in the day that said that Old Navy had free shipping and 20% discounts on orders today. Just today.
Excited, because Old Navy has lots of TALL sizes online, I hoped to get a little Christmas shopping done. You can imagine my increasing excitement when I realized that a lot of the stuff I wanted was on sale—and the 20% off would apply to those items, too!
I started shopping after dinner, filling my shopping cart with careful deliberation. Then, without warning, I got my first migraine of the year. My vision went crooked and blurry, and I reluctantly saved my shopping cart and took the ibuprofen that K brought me and went to bed for a spell.
When I awoke, thankfully functional, I continued adding to my Old Navy shopping cart—collecting sizes, preferences, fussing over detail. The deadline for the offers was midnight, so I started checking out at 10 p.m.
When I checked out, it made me save my information and open a customer e-mail account, which I resented. Then, there was only one field to accept a PROMO code. I was disappointed, because I was under the impression that I could use the 20% AND the free shipping. I typed in the 20% code because it was the biggest saver. A message pops up over the “Place Order” button: “You must use an Old Navy credit card to use this promotional code.”
Panic.
Opening extra windows, I checked the details of the promotion—no mention of an Old Navy credit card. I was frustrated. It appeared that if I clicked the “Place Order” button, my credit card would be charged a considerable amount of cash, plus shipping. I was stuck with hours of thoughtful shopping in my cart, a cyber Monday deadline, and the need to get some work done on other things. I scoured the Old Navy site for help, careful not to delete my beautiful shopping cart. I found a customer service number.
When I first called customer service, jumped through the menus, and got put on hold with music, I put my cell phone on speaker. After 5 sessions of music and announcements about my call being answered in the order it was received, the music stopped. Dead. My call appeared to have been aborted.
I called back. I was steamed now. It was 10:20 and I had better things to do. I had spent so much time on this order and if it didn’t work out, if my call was never answered, it was all a waste. I looked back at the computer screen and considered clicking the “Place Order” button. Maybe I would get a chance to enter more PROMO codes before it was charged to my credit card.
I decided this was not likely and called Customer Service one last time.
This time I hung on even when the line went “dead.” In a minute, a voice came on to ask me to hold, then it went dead again. The whole time I held, I was steaming angry. I had spent so much time on this. I tried to get some work done on my students’ papers while I waited, dreaming about the nasty letters I would write to Old Navy.
About 20 minutes later, I got a real person. A real, kind person. She had a bit of a Southern accent. She offered to just place the order herself, even though the web site said the promotion could only be realized online. She thought I could use both item codes. She told me NOT to click the “Place Order” button. She said Old Navy had been very overwhelmed with customer response and the system was a bit taxed. I started reading her the VERY LONG item codes that were in my shopping cart—seems she couldn’t see my cart. Then, I gave her my customer info all over again.
When I was done, the order was almost a third less than the sale prices of the items in my cart.
The kind customer service person said, “Thanks for your patience!”
I said, “Oh, I have not been very patient up until now, but you have made everything better!”
I wish I had taken her name and written her supervisor. I had felt my blood pressure decrease by a dozen points. Competence and kindness is a balm for many kinds of wounds. Thank you, whoever you are.
By, 11 p.m., I was thinking maybe I wouldn’t boycott Old Navy.
|||||| lynard
Comments (6)
Sorry about the frustration! I’m so glad that it finally worked out due to good customer service!
Did your headache return?
Sorry you had difficulty!! I placed an order that evening, and entered the 20% code (SAVENOW), which it accepted, then entered the second one for free shipping(ONEDAY), also accepted. I’m glad you finally got help from customer service.
@E_muse -
Nope, thanks to an Advil, the headache stayed at bay!
@A37licia -
Wow, I can’t believe your codes worked like that. Did you get two fields for PROMO codes or did you apply one then the other? I just got one field and when I entered SAVENOW, got the red-lettered “you need an Old Navy credit card to use that code” message. It was a great sale, though, huh???!
@lynardlynard -
Must have been a late night glitch then since we used the same code! I only had one field, so I entered one, clicked apply, then entered the other and clicked apply. I bought a couple maternity items and the sale was great!
We have all been frustrated….
don’t they say its easier to online shop? should be but often isnt
thanks for sharing your story and hoping you got me a smakin new ensemble for Christmas )