Pretty easy to identify the company she's talking about (CSN Stores, now Wayfair). They've significantly changed their strategy, and consolidated their various

Pretty easy to identify the company she's talking about (CSN Stores, now Wayfair). They've significantly changed their strategy, and consolidated their various speciality stores into one shopping destination ... and made it into the top 50 internet retailers. That said, I'd imagine most retailers have pretty comparable customer support experiences once you get to a certain scale. I'm not sure the 37 Signals experience really scales ... and from my, limited, experience, customer service work get really monotonous fast.