As most probably know, (from my unrelenting whining) I work at a fabric and craft store which recently implemented a buy online, pickup in store program. On the one hand, I *gasp* really like it. I like getting a list and hunting down the items, finishing the order by stapling the hold slip to the bag, and tucking it in the area reserved up behind the registers. It's oddly satisfying, probably because of one thing. Did you notice? NO CUSTOMER WAS PRESENT. I got to do this happily, in peace.
Ahem. That being said, some people are abusing this program. When I left today, we had a total of 13 orders ready to be picked up. Of that, 7 were overdue. Customers get three days to pickup their orders. One order had a pickup date of 10/31. There's a note stapled to it that says "customer not sure when she'll be down to get it." (customer lives in Country to the North) Really? She can't even make a guess? Why is this order not cancelled? The managers are supposed to call as a courtesy. If someone answers and says "sorry, my kid got sick, I'll be there tomorrow" then fine, we will keep the order. But just "eh, I dunno, sometime" does not cut it.
We are close to running out of room in the hold area due to these overdue orders, and the program has only been going on for a short time. The bottom line is that we're going to drown in these orders if management doesn't put their foot down. This is stock that could be sold, that still is in our system (I think?) until it's officially picked up. Oh, I guess this part should go in MiM, but corporate decided that a store a couple hours south of us is going to do BOPIS for Black Friday. What. The. Hell. At most stores, the program will be suspended, but this sad store is going to be a test store and keep it available.
Ahem. That being said, some people are abusing this program. When I left today, we had a total of 13 orders ready to be picked up. Of that, 7 were overdue. Customers get three days to pickup their orders. One order had a pickup date of 10/31. There's a note stapled to it that says "customer not sure when she'll be down to get it." (customer lives in Country to the North) Really? She can't even make a guess? Why is this order not cancelled? The managers are supposed to call as a courtesy. If someone answers and says "sorry, my kid got sick, I'll be there tomorrow" then fine, we will keep the order. But just "eh, I dunno, sometime" does not cut it.
We are close to running out of room in the hold area due to these overdue orders, and the program has only been going on for a short time. The bottom line is that we're going to drown in these orders if management doesn't put their foot down. This is stock that could be sold, that still is in our system (I think?) until it's officially picked up. Oh, I guess this part should go in MiM, but corporate decided that a store a couple hours south of us is going to do BOPIS for Black Friday. What. The. Hell. At most stores, the program will be suspended, but this sad store is going to be a test store and keep it available.
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