I had a frustrating experience with a different retailer a couple of days ago. We were away from home, so I was ordering on my ipad and couldn't remember my password. After trying a few possibilities I decided I would have to request a password change. At which point the website took me round in circles, depositing me each time at the 'enter password' page. I finally decided that the only way I was going to be able to order my sale bargain was to try several more passwords, and this point I had an inspired thought that this might be one of the sites that insisted on special characters in the password. So I tried something else, and lo and behold, it worked and I was able to place my order.
As I was leaving the site, a pop-up asked me if there was anything that had nearly stopped me from ordering from them. I took great delight in telling them.