Michelle left a comment on the questions post that I wanted to get to right away:
A couple of days ago, I was looking at the oldnavy.com website and wanted to purchase some activewear. I looked at the price in the Plus size section and then checked out the regular women's section. I couldn't believe that the same item in the regular women's size was half the price as in the plus size. I was already mad.
Today, I get an email for 20% off Friends and Family coupon (in-store only) ... of course, there are no plus sizes in store. I call Old Navy customer service. The lady told me basically that because Plus size is not in store ... we cant use the coupon online. I am so so so upset right now. I buy alot of stuff at old navy, now I'm thinking, why should I? Why do I want to give my money to a company that doesn't even want it?
I agree, Michelle. So I just wrote an email to Old Navy's customer service:
I received a 20% off Friends and Family coupon in my email last night. I'd very much like to use this coupon but as a plus size woman, I'm only able to shop for clothing from the Old Navy website.
I'm aware that the coupon is in-store only, and I know that you'll tell me I can't use the coupon online. But I want you to know, as someone who runs a popular website for plus size women, that this continued exclusion of an entire group of consumers is not a wise choice. If almost half of the people in our country are considered plus size, do you think it's a great idea to lose the opportunity to sell your products to them?
I've been a loyal customer of Old Navy for several years, even after the plus size selection was removed from stores and became an "online exclusive." That was disappointing on many levels but when I saw that the website was being well stocked and the line had continued even stronger than before, I decided to give Old Navy the benefit of the doubt.
I'm not going to throw a big fit over an in-store coupon. I just want you to be aware that not offering these same promotions to your online shoppers, especially those who have no choice but to only shop online, is a bad choice and will cause consumers to question Old Navy's integrity.
Thank you for your time.
I'm not sure I'll hear anything back but I'll post it here if I do. Old Navy's customer service contact information can be found here if anyone else would like to share their thoughts with them.