Dear Casual Male XL,
I wanted to take a minute to let you know that you’ve lost a customer, for good. You’re my favorite big & tall retailer, and I’ve been a loyal shopper for nearly a decade. You’ve sold me clothes when I was a 2XLT, then a 3XLT, and you’ve even sold me a few items sized 4XL. But not any more. Now that I’m 134 pounds lighter, I’m buying clothes sized XL, and, as you’re aware, I can buy those pretty much anywhere.
Today I visited your Glendale, CA location for the last time:
As I blogged about last week, the reason for coming was to use the $15 coupon that I earned through your Rewards program. I intended to buy 2 black pairs of boxer briefs, size XL, but, alas, this location didn’t have any in stock, although your associate there, Dana, was very sweet and even looked in the back for me. I took your lack of inventory as a sign that this was how it’s supposed to be. As for the coupon, I used it on socks instead.
I’ve probably spent thousands of dollars at your store over the years, and am quite familiar with your brands and product lines. As I looked around at your wares today, I realized that I wanted to thank you for a number of things:
Thank you for consistently selling clothes that I felt comfortable in, and always carrying my size.
Thank you for selling fashionable clothes, so I could find things to wear that were flattering and not outrageously off-trend.
Thank you for selling “waist-relaxer” pants that have hidden side elastic panels, giving the waist a few extra inches, allowing me to buy pants in my size, but knowing that they’d stretch a little as I gained weight.
Thank you for hiring employees that never looked me up and down when I walked in, realized I’d never fit in the merchandise there, and ask who it was I was shopping for (yes, that’s actually happened to me).
Thank you for making my shopping experiences a little less painful and frustrating.
You’ve been good to me, Casual Male, and I appreciate it. But it’s time to move on.
There you are, in my mirror, as I left your store for the last time – and I’m NOT looking back.
Keep it up, David.