A Long Trip For Such A Bad Pun
Retail Robin: Far Too Often...

Entitled Customers: Teleporting Trampolines

 

Jason 011

From  inspectorgadget88, Tales From Retail:

Online order fulfillment is always such a joy! But not really.

At my store, there are a few ways that online orders function.

  1. Person orders, we have item in stock, order is either prepped for shipment or ready to be picked up within 2 hours.

  2. Person orders, item is not in stock. Item ships from warehouse to either customer directly or to store for pick up. This can take a week or more in some cases depending on timing.

I had the pleasure of speaking with a woman who ordered a 14 foot trampoline online for store pickup. She was calling to check the status of her order. Ok, totally normal so far.

I pull her order up, and informed her that the status was Pending Merchandise.

Well, when is it going to be ready to pick up?

Knowing what I do about the rhythm of our supply chain, I inform her that she should be able to pick the trampoline up Wednesday evening following the next warehouse delivery to our store. (Note that this happened on a Thursday, and we only get these deliveries once each week.)

Cue craziness.

WHAT?!?!?!?! That's ridiculous! I ordered it today, you should have it ready for me to pick up today!

Jason 009I apologize (I know, nothing to apologize for, but de-escalation and all). She continues.

I just can't believe that it takes that long! Main Competitor would have it ready by now. I only ordered it from you because it was cheaper. My kids can't wait that long to be able to play on it.

I sigh internally, reiterate that I don't carry that size of trampoline. I have 12 foot and 15 foot options available in store, if she wants to call and cancel the original order to get one of these.

That's just not good enough for me. I have to have this size for (completely insane reason that I can't remember). Here's what you are going to do for me. You are going to call Location X of Main Competitor for me, and get them to match the price from your website.

Record Scratch Wait what? At this point I am done with this conversation.

Ma'am, I am not able to contact the other store for you, nor do I have any control over whether or not they price match. You are welcome to call our customer service line to cancel your original order and purchase one that I have in stock if you so choose, or wait for it to arrive for you to pick up. These are the only options I have for you today.

Thank goodness she not-so-politely informed me what I could do with those options and hung up.

Now her trampoline has arrived since she didn't call to cancel, and it sits in our holding area waiting. Today is the day it cancels if she doesn't come get it, and if so it goes into my inventory and out to the sales floor.

TL;DR Woman gets mad that my store has failed to implement teleportation technology in order to have her non-essential item available for her right now.

-- inspectorgadget88

 

 

 

 

 

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