INTERNET FAIL - The Today Show's "Steals & Deals"
This morning, the Today Show aired a shopping segment called "Steals and Deals" that allowed viewers to take advantage of amazing deals on some hot products (e.g., Talbots cashmere sweater for $24; normal retail price = $115). As the most popular network morning show on the airwaves, the Today Show has a tremendous following with more than five million viewers tuning in weekly[1]. It's no surprise that thousands of people hit the MSNBC site and the retailers' links to purchase these heavily discounted items.
But guess what? All of the sites seem to be experiencing some sort of technical difficulty. XOXO, which is offering a lovely slim fitting ruffle coat for $15, has an error message displayed on the company's home page that reads, "Thank you for your visit. We are currently upgrading the site." The alternate phone number provided renders busy every time.
Scores of comments on the Today Show site rebuke the show for allowing this sort of catastrophic failure. At this writing the 1,481 comments have ranged from the fairly benign, "perhaps there is an error," to the angry, "what a scam," to truly utter disappointment, "shame on Today."
Internet FAILS are nothing new (can you say, American Eagle), but it's getting old. Consumers might have waved off this sort of failure five years ago, but not today. ComScore reports that in the 3rd Quarter of this year, internet retail sales were up by 9% over the same period last year. Consumers are relying much more heavily on the internet, and it needs to be as reliable as the traditional brick-and-mortar shopping experience[2]. This customer experience gaff is unacceptable and consumers won't stand for it. They'll wave their hands and shout loudly using their powerful online networks and social media. And they'll demand some form of remuneration..
I'll be interested to see how the Today Show and the retailers they promoted handle this FAIL going forward. My guess is the simple web page comment response, "Hello everyone! Due to an overwhelming response, some of these products' sites are experiencing technical difficulties. Try back later today. Sorry about that but just try later and it should work fine. - TODAYshow.com," will not satisfy anyone.
And no, despite numerous attempts both online and via phone, I was not able to get my XOXO jacket. Today Show, what are you going to do about it?
[1] http://www.mediabistro.com/tvnewser/category/morning-show-ratings
[2] http://www.diamonds.net/news/NewsItem.aspx?ArticleID=33161
Comments
Very unhappy with the "Steals & Deals" spent much of my time trying to get some action and answers, a large waste of my time!
I am a web developer and Christmas shopper. One would think that someone as huge as MSNBC would have developers smart enough to realize that directing that many people to a website for shopping might bring the site down.
Come on this is a no brainer guys or girls whoever you may be. Now how will you make this right?
I was very disappointed yesterday. I tried for well over an hour to get my kids the just dance 2 game and never succeeded but they were able to get my email address. No game for the kids and since my husband and I are unemployed they will probably not get it.
I've been trying for two hours for the current deal today (especially trying to get DL1961 jeans) and it is not working! Such a scam!
I think you guys need to quit blaming the Today show. Blame the internet. No website in existence can handle millions of hits within a few minutes time. It brings sites grinding to a halt or full on crashing. There is little they can do about it. Most of the offers were made available by phone or in the store. I was able to get the Just Dance 2 game at $10 and they even started offering another game once that one ran out. I also got the shampoo deal for $5. Just got it in the mail a week ago. Lots of offers are only available to the first limited few people.
How about Dr. Oz giving away hotel stays, target giftcards, skechers shape-ups and all of those sites crashed also... but I can verify the offers were legit. I'm sitting here wearing my free skechers and I spent my $50 Target gift card two weeks ago. So before you rag on the Today show or the companies offering such great deals... .learn to be faster on the draw, hope for the best, don't get discouraged and give up until you know its gone, and know that there is always another good deal around the corner. Whining about it does nobody any good.
Does anyone remember the Deals and Steals with that 24K Gold face wash for a discount? I think it was in early November. Anyways, I ordered from them and haven't seen my products yet. I'm trying to track with my bank to make sure it wasn't a scam. I forgot about it until I saw Deals and Steals today. Could anyone help me remember the product, brand name?
I also ordered one of the deals, the tahitian pearl necklace for $30, but haven't heard from them or received product yet. I can't locate the site now, anyone remember their name?
I also ordered the tahitian pearl and hae not heard anyting or recieved the merchandise. I will be checking with paypal to wee what recourse I have to recoup my funds. Anyone else out there order those pearl necklace.
Here is the website for the Tahitian Pearl deal http://www.pearlcollective.com/. It looks like from their FAQ page that everyone is having this problem with getting their necklaces in the mail. I'm at least glad to see that they recognize the issue and are working to get everything in the mail asap, a little disappointed it may take until Jan.
I am so disappointed that the pearl pendant I ordered for my daughters birthday has not arrived, her birthday has come and gone. If Pearl Collective would have just sent an e-mail telling me they got my order but were going to be late it would have made it a little better. The sure accepted my payment from Paypal!
I've been trying to track this for two weeks. I can't even find a valid phone number for the company. And like others, my account was charged. I'm really mad, since my son was counting on giving this to his girlfriend. I'm so very disappointed in the TODAY show. Don't they have fact checkers?
I bought the taihitan pendant for me and the necklace for my dear friend with normal shipping but I have no idea when they will be arrived. I don't mind if it is late but at this moment, I am afraid that it is a scam. There are a lot of people complained in the paypal community. My credit were already charged. Is MSNBC going to do something about this? I normally do not order from internet with unknown site but because it is on a trusted TV morning show, I trusted the today show. I am going to call me credit card and try to get my money back
Purchased the Tahitian pearl and the pearl set. The set arrived. Looks like it came from a gum machine. Complete crap. The Tahitian pearl shipping confirmation came from stamps.com listing the pearl going to some lady in another state. Perfect. No real replies yet from pearlcollective.com
I got the pearl necklace today and I agree with you Brandon, it is very cheesy piece. I guess we just blew $50. I was going to give it to my neice for her birthday, but I would be too embarressed to do it now that it has arrived!!!!
Hi Everyone! My name is Bill and I work here at Quaero in the marketing department. We have been inundated with response to this blog post from people who are disappointed in the service/product that resulted from the "The Today Show's Steals and Deals." Because of this, we are packaging everyone's comments and sending them directly to "The Today Show." We obviously aren't able to correct any of these issues, but we feel strongly that they should hear your opinions!
I received the 2 pearl sets, black tahitian. Pearl Collectyive's ad has a hi res. photo of the black tahitian pearls and they are multi colored in dark hues of blue, green, purple, etc. When the pearls arrived they were all the same color a bluish purple.Yuc! I emailed the problem to them but only got a generic email back about shipping which had nothing to do with my problem and havent heard a word since.
I have read some of the comments about the Pearlcolletive.com sale and I'm amazed at how daft some people are on this board. The website told you that if you wanted your pearls by Christmas, use the rush shipping option... duh! I ordered the tahitian and the white pearl set and got it before xmas and my wife is through the roof happy with me. You got pearls at 90% off!!!! and you complain?
It's no wonder they aren't answering your emails... you're a bunch of jerks.
oh and another thing on their site the day of the sale that you people CLEARLY didn't read in addition to everything else... all sales were final.
Pay attention when you shop online people... maybe you should stay off the internet and pay 5 times the price in a jewelry store where you belong. Leave the deals for people who can read.
I for one am SO HAPPY with my purchase and had to speak up in their defense after reading this unjustified bashing.
If they have another sale, look for me near the front of the line.
i think this is very disappionting to the viewers that saw the show and was hoping to get the coat and other merchandise to begin their christmas shopping i think the company should honor the merchandise discounts by sending me a discount coupons for those items i consider this false advertising and was not able to get the red and white coat for $15 that i wanted.