What does she need my address for? They're already giving out my financial info on the basis of my cc number and ZIP.

Can you imagine being treated like this in a store?

You want to try on shoes, and the clerk says "You can buy shoes online, you know. Just go to www.shoes.com and click on oxfords." He demands 14 digits of info, gives you a spiel for popsicles, then tells you to listen carefully as the shoe-polish options have changed. He makes you wait a goodish while, then tells you they don't have your size.

That's customer service?

When my husbands orders shirts from Land's End, a person answers the phone. She knows who he is before he even says anything and knows what shirts he's ordered before. She verifies the style and size, takes his credit info, and the order's on the way. That is doing business.