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Written by Kevin Condon
January 31, 2006 For all those of us frustrated at trying to get a benchmark for shopping cart abandonment, I recently found this excellent study (Feb. 2005) prepared by 2 Assistant Professors in Marketing - Shibo Li and Patrali Chatterjee from Rutgers. This is an extensive research study that at last gives me some real %s based on factual studies; I am not going to try to summarize it - but here are two summary findings:
Most firms are able to convert only 2-3% of online traffic to paying traffic. The most successful convert only 8%! If you read all the web coaches you would think differently!
I have followed the findings meticulously - in particular establishing actual levels of abandonment for our own cart. Since implementing, I am getting close to 7%. One of the conclusions related to shipping and in particular offering incentives such as "Buy any 2 Products and Get Shipping For Free". It really seems to work.
And best of all - this report is free - at least for the moment. Whether its meant to be on the web or not, I'm not sure but its worth downloading this PDF.
The link is very long but here is the Google search term:
Shopping Cart Abandonment at Retail Websites - A Multi-Stage Model of Online Shopping Behavior. Shibo Li and Patrali Chatterjee. 1. February 16, 2005 ...
I hope it is useful for everyone
Kevin Condon
jazzles.com
<Moderator Comment> Here's a link directly to the research piece: Shopping Cart Abandonment at Retail Websites. The paper is in PDF format. -Adam
Written by Nick Usborne
February 1, 2006
I was interested to read Kevin Condon's post about shopping cart
abandonment. This has always been a big problem for online retailers.
It is particularly irksome for those studying the site metrics... and
seeing so many people leaving the site at "the last moment". One
thing you can do is add elements to your shopping cart pages that
continually reassure the purchaser. If you have joined BBBOnline, this
is the place to show their logo. HackerSafe logos and the like also
help. I have also seen some companies add short and relevant
testimonials to these pages with some success.
Of
course, the best thing you can do to increase shopping cart conversions
is to keep the process as short as possible. Don't ask for information
unless you absolutely need it for the purpose of completing the
transaction. If you want to collect additional personal information,
ask for it AFTER the sale has been completed.
For
those prospects you do lose, you may want to consider a shopping cart
recovery email program. That is to say, you collect their email address
at the very beginning of the process, and then email those people who
don't complete the process. There may be some ethical questions to
think about here, but the process can be very successful. We tested the email recovery approach recently and achieved a 263% increase in the recovery of abandoned carts.
Best wishes,
Nick Usborne
marketingexperiments.com
Written by Nick Usborne
Written by Tom Aman
February 1, 2006 "One of the conclusions related to shipping and in particular offering incentives such as 'Buy any 2 Products and Get Shipping For Free'." - Kevin Condon
I
have run into a number of sites where shipping is extra but the actual
shipping cost is not stated on the site and can only be determined by
starting into the checkout process. I suspect that
one of the reasons people abandon carts is because the only way they
can get the total cost of what they might order is by actually
proceeding to the initial checkout phase. If the total, including
shipping, etc., is more than they are willing to pay, then they just
abandon the cart at that point.
On many sites it is
impossible to determine a total cost without going at least that far in
the shopping process. By having an offer such as "Buy any 2 Products
and Get Shipping For Free", the problem of knowing total cost without
going to the checkout is solved so the shopper is more likely to
actually complete the sale.
Tom Aman
Aman Software
February 2, 2006
Some observations here. Before you can accurately accumulate any
metrics about shopping cart abandonment, you should probably be
gathering information as to the reason for the abandonment to make sure
you are comparing apples to apples. Why do people abandon shopping carts?
I
have certainly contributed to be abandoned shopping cart inventory
myself. The main reason? Poorly designed systems. I have been to many
sites where it is almost impossible to determine how much something
cost. Why people cannot just list a product and the price next to it is
beyond my reasoning. I usually make the assumption that
if they don't list the price, it must be so incredibably expensive that
they are afraid to show it. I will usually have to go to the very last
checkout step just to determine the price of their product. If it is
more that what I wanted to pay for it, I bail out.
Another
reason for abandoning, is shipping cost. Several times I have to go
through the entire checkout process just to determine the shipping cost
of an item. Sometimes I feel the shipping is just way out of line and
have to bail out.
Sometimes, making the checkout as short as possible just means that I can abandon it quicker.
IMHO,
the best way to increase conversions is to provide all the information
up front so that by the time the user gets to the checkout, the
decisions to buy or not to buy have already been made. Obviously,
this might dramatically increase your "conversion rate" without really
increasing your sales. That might be another thread altogether.
Mark Roberts
Roberts Computing Systems
Written by Kevin Condon February 2, 2006
"For those prospects you do lose, you may want to consider a shopping cart recovery email program..." - Nick Usborne
I
reviewed the Marketing Experiments Report mentioned by Nick Usborne
relating to using email to recover cart abandonment - it is very
impressive containing even the email scripts recommended to use. So
thanks Nick - appreciated - what makes LED all worthwhile.
Best
Kevin Condon
Written by Beth Earle February 2, 2006
I
admit I haven't followed this thread very carefully because my company
doesn't really focus on shopping charts, but ... are there any
comparisons between brick-and-mortar abandonment and Internet
abandonment?
There are a number of times that I
walk out of a store without buying anything, even after having picked
up (and then putting back down) an item that I had intended to
purchase. I was just wondering if a comparison would provide a
different perspective on this issue for e-tailers or if the
brick-and-mortar experience might provide any insight into what happens
online.
Yours in all that is good and LED'ly,
Beth Earle
pilotfishseo.comWritten by Nancy Cardinali February 2, 2006 I'd like to add my 2 cents.
When I shop, I
like to know what the price is BEFORE I go through the shopping cart
nightmare. You would be surprised the number of times I simply wanted
to know the price and had to plow through the cart process to get it!
Also, have some way of letting the customer know the approximate
shipping costs.
That would make my day!
Nancy Cardinali
Written by David Spahr February 3, 2006 "I suspect that one of the reasons people abandon carts is because the only way they can get the total cost of what they might order is by actually proceeding to the initial checkout phase." - Tom Aman
I think Tom is absolutely correct on this one. As an online
shopper I did exactly what he is saying just yesterday. I dropped the
item when I saw the shipping cost. The cost was not shown with the item
and it was pretty high. I think the shopping cart drop rate would
change quite dramatically if the shipping cost was shown with the item.
That might also mean fewer people click on your cart but better
conversion.
In many cases, I believe the
shipping price is intentionally not shown by sites intending to sandbag
you at the final sale with a somewhat inflated shipping and "handling"
charge. You see this on quite a few sites. I recently bought an item
offered by multiple sites by price shopping the shipping cost. There
was close to a $10 difference in some site's costs. You really have to
watch out about your shipping charges on eBay too with different
seller's "checkout" services. I got tagged there recently. In an
auction you cannot back out (not easily anyway, without risking your
good feedback rating).
Some folks may need to come
to the reality that they need to rethink their shipping processes and
pricing. If shipping is a significant part of your profit profile you
may be signing your own death warrant. If you sell the same item as
other sites and your shipping is higher, many people will figure this
out. Most people not only will not buy, but will resent it highly and
never return.
David Spahr
stereoviews.info
Written by John Barendrecht February 3, 2006
"Most firms are able to convert only 2-3% of online traffic to paying traffic." - Kevin Condon
This does not imply that 97 -- 98% abandon carts, only that 97%
of visitors don’t buy products for one reason or another. I wonder what
the conversion rate for visitors to a mall is, if you excluded the food
court. In a brick and mortar mall, it is easy not to count staff, or
security personnel, etc. but online it is not as easy to determine bots
or a 7 year old with no credit card from a person with intent and
ability to buy.
Beth Ann makes a good
point about brick and mortar cart abandonment. A couple of days ago, I
went to Wal-Mart. To get a hair cut, you must walk at the rear of the
tills and there were at least 25 carts filled to the brim with
abandoned items. Clerks were adding items as I was trying to maneuver
around the carts. Cleanliness and tidiness are not Wal-Mart’s strong
point but that’s another thread or is that like page layout on the web?
Like Mark Roberts,
I usually abandon carts because of a lack of pricing on the site. You
must add the items to a cart to determine the price. On our site, we
clearly mark all items and have a link to shipping costs on the bottom
of every sale page. As we ship to 75+ countries, putting shipping costs
on the page would not be practical. Even with the shipping cost link,
we get at least 1 inquiry per day about shipping costs.
Rather than spamming visitors for abandoning the cart, we should be trying to prevent cart abandonment.
Best regards,
John Barendrecht
Centralhome.com Company Inc.
Written by Robert Bass February 6, 2006 "When I shop, I like to know what the price is BEFORE I go through the shopping cart nightmare." - Nancy Cardinali
That
would be feasible on sites where the purchaser buys one or two items
for delivery in the USA, but I can tell you it is not feasible on sites
whose average purchase is 15 or more items and shipment is often to
foreign countries.
In the business I am in, both
myself and my competitors routinely take orders for many different
items, the shipping cost is calculated on weight, destination, and
product value. At least 25% of my sales are out of the country,
although the weight stays the same the insurance and freight vary
widely depending upon final destination.
And how do we
know the destination until the checkout page is reached? We don't, and
only at that time can our system calculate postage etc.
Robert Bass, Webmaster
jewelex.com
Written by Don Baker February 6, 2006 Here's another new, research-based white paper discussing retail-site conversions, called "Merchant Conversion Secrets," from MarketLive. It's pretty detailed for a free report, with a number of charts and some good real-life examples. They ask for the usual contact info before directing you to the download page.
Don Baker
NSI Partners
February 6, 2006 "IMHO, the best way to increase conversions is to provide all the information up front so that by the time the user gets to the checkout, the decisions to buy or not to buy have already been made." - Mark Roberts
I
think Mark is right. Certainly, one of the principal reasons for
shopping cart abandonment is the surprise you get when faced with the
total cost - purchase price, plus taxes where applicable, plus handling
fees, plus shipping costs. This why "free shipping" is
such a powerful incentive. It removes the "bad surprise" element form
the shopping cart, and also makes people feel they are getting a good
deal.
From Amazon.com downwards, many online
retailers now offer free shipping if you reach a certain purchase price
threshold. One thing to remember, if you do offer free shipping on
purchases over $35, for example, TELL people early on. I was at one
store recently and the first I knew about the free shipping offer was
when I saw the zero shipping cost within the cart itself. That's a
wasted opportunity.
Beyond that, out test data
continues to show that you will always increase shopping cart
conversion by reducing the length of the process. Minimize the number
of pages involved. Minimize the number of questions you ask. Minimize
the amount of information you ask for. A shorter process will always
help.
Best wishes,
Nick Usborne
marketingexperiments.com
Written by Vicki Lambert February 9, 2006
I also agree that trying to get the shipping
costs is one of the reasons I will abandon a cart. But there are other
reasons as well. The biggest one is the hassle factor that I encounter
when trying to check out.
I do 95% of all my
shopping online. The only thing I don't buy online is make-up,
groceries (I use to) and gas for my car. And if a site makes it too
much work to check out, then I am gone. I don't shop at Wal-Mart
(among other reasons) for the same thing. I don't like to spend my
time shopping just to spend more time waiting to check out.
Just
the other day, I went to a new site to get something and by the time I
had to set up an account, think up three different user IDs because
someone already had that one, answer the questions, give opinions, I
said the heck with this. The sites that have me coming back time and
time again are the ones that make check out simple. No user ids, no
passwords, nothing. Just go to the shopping cart, put in my card and
identifying info and I am done.
I understand that it
is important to gather info from the site as to who is buying, but if I
had to do that just to enter a brick and mortar store, I wouldn't waste
my time so why should I do it on line?
Vicki Lambert
Written by Rick Gortatowsky February 9, 2006
"... are there any comparisons between brick-and-mortar abandonment and Internet abandonment?" - Beth Ann Earle
I've kept rather silent during all this. Do people abandon
shopping carts in retail? Most certainly. At the rate of the Internet?
Not even close. No statistics are needed to figure this one out, your
local Walmarts would be swimming with carts (vs returns! :) LOL).
Reality
here is people on the web abandon shopping carts because they can
without anyone taking any notice. Now some eGuru's can tout all the
statistics they please. Reality again is in a high traffic consumer
based economy, nation does not matter... People LOVE to shop! Shop!
Shop! Shop! Does not mean they can afford to actually
purchase.
Whomever
did these statistics it's all curious yes, but surprising? Not at all.
See... Marketing and sales economics 101 in college states if you do
not capture the sale at the point the consumer is shopping odds are you
simply will not capture that sale. It's no different than someone going
into brick and morter and browsing. The difference on the net is they
can put things in a shopping basket so they do. When they store that
shopping basket they are storing it because A. They dont have the money
right now or B. They are going to look elsewhere before consumating the
formal purchase.
Again, "Sales 101" if you do not capture the sale as the consumer is shopping odds are you never will.
Sites
should get smart. When the customer goes to store their shopping basket
there are numerous options / actions that can be taken. We can call it
"Layaway" just like retail. The customer need have the credit card
entered in order to do this. With that time payments can be made or if
payment is not forthcoming a penalty paid just like the retail. Or, we
can attempt to charge a storage fee for the cart, "A $5 charge
(whatever) will be applied to hold this cart, the $5 upon completion of
your order will be applied to the purchase price... blah blah terms
blah terms blah duration days... blah blah".
Sites can
be promotional... If a cart has $400 of stuff in it, perhaps a email of
"Complete this and it ships free" or "10% off if you act within 24
hours".
The keywords thus are to
cherish the consumer who really is serious... "I will pay on Friday"
and get those who wont even spend $5 or work a layaway deal to not
store carts.
Still... odds are if the consumer
leaves the site after initial shop & drop they wont be paying for
that stored cart. What does retail do? They run sales, they say in
flyers "Limited Availability" (even when those limts are sizeable), a
favorite, "Only a few left!"... Capturing sales can result from
percieved pressure, "If I dont get it now then this place might not
have it tomorrow".
If consumers could walk into
any brick and morter retailer fill up shopping carts and then walk out
the door as "store policy" know what? Be no room in the store for the
rest of us to get in and shop! This aspect of the Internet is no
different than all internet communication. Since it is disconnected,
not face to face often people do things they would never do when people
are around their person.
If sites partition the
serious buyer from the buyer who is not by a small fee, lay-away... Get
that card on file in other words then the serious go, "Ok... no
problem". Those just having a shopping attack never really intending or
affording consumating the sale will not store the carts.
Sincerely,
Rick Gortatowsky
Written by Valerie Beeby February 10, 2006
I'm a pretty seasoned online shopper by now, but I well remember
my fears when I first started out. I'm sure there are many shoppers
still at that early stage. If I couldn't find the price of an article I
was interested in, I was scared to press the 'Buy Now' button in order
to find out. Irrational maybe, but I was afraid I might be let in for
actually making the purchase.
Result: the store owner
probably didn't even know I was interested in their goods (unless they
gauged how long I spent on the site, and logged my clicks as I
desperately hunted for any clue of a price.) If I had
to enter my credit card number at the start, let alone be threatened
with a penalty if I didn't buy, you wouldn't see me for dust even now!
Surely
a basic price can always be given, with a note that shipping costs
(specified) and taxes (specified, if necessary on a separate page) may
be added?
Valerie Beeby
purple-owl.com
Written by Jay C. Everson February 13, 2006
Wow, I just checked and discovered that I
subscribed on Feb. 8 1998 and this is my first attempt at posting. I,
all of a sudden, feel very selfish and would like to thank everyone who
actively participates in the discussions...
Anyway,
I shop almost exclusively online. There are a number of reasons I
abandon shopping carts, most of them I have seen mentioned already.
However, the number one reason I abandon shopping carts is not one that
can be fixed by any strategy that I can think of. In reality, 90% of
the time it's because I've added numerous items (sometimes
in an attempt to get free shipping) and discovered that what they add
up to is far more than I'm willing to pay at the time. It has nothing
to do with hidden charges; it's the unexpected sum at the end.
You
could argue that displaying the cart total every time something is
added will prevent that, but honestly it doesn't. Once confronted with
the astonishing final amount, I find it too difficult to choose what to
remove so I move on, figuring to comeback on another day when I'm in a
different mood.
I'm not sure how common or uncommon that is. In fact I'm not even sure it helps anyone. But, "it is what it is"
Jay C. Everson
all-offroad.com
Written by Rick Gortatowsky February 14, 2006 "However, the number one reason I abandon shopping carts is not one that can be fixed by any strategy that I can think of... 90% of the time it's because I've added numerous items and discovered that what they add up to is far more than I'm willing to pay at the time." - Jay Everson
This is I believe one of the aspects I covered in this thread.
People shopping and either not having the money to actually buy or when
they see the total they go, "Well forget this".
Many
people do this, I have done this. But stored shopping carts are a
different matter. These should be treated as a layaway type deal. In
order for the cart to be stored a credit card need be entered. This
will eliminate most of the buyers who are really not serious. The goods
in the cart should be "reserved", taken off active inventory. If the
customer does not come back within whatever the terms are, 10 working
days perhaps then a penalty is assessed just like real layaway.
One
can argue that, well whats to stop people w/ a maxed out card or
invalid card from still storing carts? Big difference. Once they
actually enter that card data the equation changes. They then have
entered into a terms of service (layaway) contract and submitted actual
payment data. The vendor has reserved goods.
At
this point there are several options. Formal complaint to the card
franchise, drawing bank, even the cops of say card data is bogus or a
long expired card etc, emailing the ISP and letting them know that
their service is being used as a venue for the parties activities. What
good does that do? ISP's have terms of services too and most are quite
serious and good about following up. They generally warn the party.
There
are people who browse shop and never really intend on making the
purchase. Thats ok. They are not storing the shopping cart. If someone
is going to store a shopping cart then the site need attempt to only
allow those who are serious buyers to store them.
Rick Gortatowsky
Written by Tom Aman February 17, 2006
Just a couple of quick comments since most of the main reasons for abandonment have already been mentioned.
1.
Sometimes, having filled a cart with various items, then deciding not
to proceed with the purchase, the only way to empty the cart is to
manually zero out the quantity for each item. Easier to just abandon
it. Some sites have a button to "Empty Cart". Giving users such a
button may not increase the number of completed sales but it does let
the user easily empty the cart before leaving, thereby reducing the
number of abandon carts.
2. Many carts have
a timeout associated with them so that the cart is assumed to be
effectively abandoned if the cart appears inactive for too long a
time. This is totally reasonable when cart contents are associated
with the site inventory and items are removed from the inventory total
as they are added to the cart. This is good because, if the desired
quantity is successfully added to the cart, the buyer knows the item is
in stock and available. The timeout is needed because, if the sale is
not completed within some reasonable time frame, the items should go
back into the inventory, hence the apparently abandon cart is
automatically emptied. If there appear to be a lot of abandon carts
with this kind of system, maybe the time limit period needs to be
reconsidered - adding a 1/2 hour or hour to it may reduce the number of
apparent abandon carts.
Tom Aman
Aman Software
Written by Sarah Hayes February 20, 2006
I design websites and I also own a
couple of shopping websites myself. I have spent hours watching
customers progress through the sites using customer support software
such as phpLive. By doing this I have been able to pin point areas in
the sign up and checkout process that maybe causing a problem and then
redesigning those areas to make it easier for the customer.
Although
I agree that the shopping and checkout process needs to be as straight
forward as possible and the shipping costs should be openly displayed I
think the simple reason for the high level of abandoned carts is that
people are simply window shopping.
When we go to the
shops we don’t buy in every shop we enter. Sometimes we don’t even have
any money to spend, but we like to look. Online shops are no different
except we can easily track exactly how many people are coming through
our doors and in the case of PPC how much it’s costing per person.
I’m
planning to buy a new laptop in the next month or so and for the last
few weeks I have been browsing various online computer shops. I have
been adding laptops to my basket so I don’t forget what I was
interested in. A week or so later I go back, look to see if there is
anything new and compare the laptop(s) I previously added to the
shopping cart. I’m using the shopping cart as favourites list with
little intention of buying online. I will probably go to a real shop
where I can actually see the laptop and ask a real person questions.
We
can and should try to simplify and streamline the checkout process and
be upfront with shipping charges, but IMO the bottom line is that a lot
of people are simply window shopping and have little intention of
buying. Whatever you do they won’t buy until they are ready but you
need to make sure that when they are ready to buy it’s your website
they go back to.
Like offline businesses, successful
online shops work every customer they have. Many successful online
shops do not make a profit on their customers first or even second
order. Their view is long term; they value each customer and nurture
long-term relationships.
Be upfront with
all information not just prices and shipping charges. Clearly show your
telephone number on at least the home page and preferably all pages of
your website and encourage customers to call if they have any question.
Encourage your customers to sign up for your newsletter and special
offers. Send regular newsletters; add new products and special offers
to your website regularly so there is always something new for them to
look at. Make it worth their while to come back, they’ve seen your site
once, if there’s nothing new the next time they visit why should they
come back again? Email customers who have abandoned their carts
(assuming they have subscribed to your newsletter) with either a
special offer for one of the products that was in their cart or a
discount voucher off their next order (you’ll be surprised at the
results). When you do get an order make sure you keep the customer up
to date with the order status and dispatch and include a small free
gift with each order. Try it, it works!
Yes it means
that you’ve got to do a bit more work than submit to Google or top up
your PPC account and sit back, but how many offline businesses are
successful without hard work? If more online business used offline
business principles and good customer relations they would be far more
successful.
Sarah Hayes
bromleynet.co.uk
Written by John Brumage February 21, 2006
I would NEVER throw away a customer's cart, but return the
items to stock after a reasonable time. If the item is still in stock
or available at that price, the order is easily reconstructed.
John Brumage, Artist and teacher
Written by Kimberly Morgan February 22, 2006
David Yancey and I have been closely
monitoring the thread on shopping cart abandonment, and want to thank
all who have posted so far; it is a very difficult problem so all the
input we can share is very helpful.
For our
new consumer-focused site, we are first focusing on shortening the
“navigation path” between landing page and the point where the shopper
decides to place an item in the cart. We decided this was our most
important first step, because we’re concerned as much with “site
abandonment” by these new visitors as with the more narrowly defined
cases where the shopper gives up after having put at least one choice
in the cart. We have studied our logs in detail to learn the proportion
of “tire kickers” to those who make at least one choice. We think Job
One is to try and move many more of the browsing folks into the “made
at least one choice” column. Then we’d have a larger base for
conversion, so even if we are slow to solve the actual cart abandonment
problems, we at least have a chance for more sales.
In
the upcoming “Version 2” of the site, we’ll have the ability to create
precision-targeted landing pages that encourage the new visitor to make
at least one selection right away, with zero navigation through the
rest of the site. The challenge is to make a landing page that first,
engages the visitor with information that follows through on the
targeted ad or link that brought her to us. But then, our goal is to
(we hope!) resolve the important buyer’s concerns mentioned in previous
posts right up front, including shipping costs, returns policies,
quality worries, store contact and customer service
reassurance, as well as clearly show our “buy 2, get one free” offer,
and how our unique “smile guarantee” works.
Jay Everson
makes a good point about the total cost being a shock when the shopper
actually sees the cart. We’re looking into having a feature to show a
running total on every page, provided the shopper is “logged in” to the
site. But this doesn’t help with first-time visitors of course.
One idea that I discovered while researching our design plan may be of interest to other shop operators. At roxio.com,
I was messing around with the process, trying several things. I work on
many pages and apps at once, like most people online do, so after a
minute or two I got involved in some other task. After about five
minutes, the Roxio cart page flashed a pop-up with the following
message:
"Get an instant 10% off on your order if you buy now! [Order Now]"
I
clicked on it and the discount was automatically added to my shopping
cart and the total was recalculated. Wow! Here was a way to get my
attention again, and encourage me to go complete the process. I think
if this was a feature of carts, it might be a useful partial answer to
abandonment, at least for those shops that can afford this extra
discount.
Kimberly Morgan
tootoographic.com
Written by Nancy Cardinali February 23, 2006 I just purchased 14 clothing items from an online only store.
I first visited due to a snail mail catalogue. I added to my
shopping cart, then had to leave. (It's that silly 'work' thing!) When
I returned to the site, everything was still in my basket! And I had
not 'logged on' or registered in any way. I was impressed and continued
to shop.
This site really has some problems (roamans.com)
-- the pages take waaaay too long to load and when you use the 'put
your catalogue number here' box, it makes you add the catalogue issue
number as well - EVERY time you put in an item number! Big bummer.
Again, I liked what they had, so I trudged on.
I
went in and out of this site for several weeks due to my time
constraints and the slow speed of their site. FINALLY I was ready to
buy. When I viewed the shopping cart to see my total, I had an error
message which was greek to me, and I design web sites. Soooo, I called
their web site help number and was told there was something in my cart
that was no longer available or had some other problem. I had to go
through every item - that would be 14 items - (taking several steps
and dealing with the slow site), to find out the LAST item was no
longer in stock.
Now, all that is just plain wrong! ... anyway....
Once
the offending items was removed, all went smoothly. I got an offer for
x% off on items similar to those in my basket, and the '25% off one
item' was automatically deducted from the highest priced item, when the
coupon code was inserted.
Will I shop with them again? Probably. But the bottom line will be the quality of the clothes. I can always call to order.
Nancy Cardinali
haroldrmiller.com
Written by Vicki Lambert February 24, 2006 "I just purchased 14 clothing items from an online only store... This site really has some problems..." - Nancy Cardinali
I
can surely relate to your experience. I have been using that site
since it first went up. I always shop online but they are one of the
few companies that I still use the catalog and phone. I just cannot
take their website. Unless I feel like playing solitaire while each
page loads. Lane Bryant (sister company) is the same way. The website
is just too much hassle, but the product is good so again, catalog and
phone when I can. But they do lose a lot of business from me for their
websites when I am not in the mood to mark my catalog, call on the
phone, etc. IMO if web designers had to actually use their website as
a customer, they would design it differently.
Vicki Lambert
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