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...then select "No Sub" when placing the order (it's too early for this shit, episode 3,942).
This is a regular pickup customer; typically things go smoothly. I've figured out that if the husband places the order things are fine. But if the wife places the order, is with him or picks it up herself something's always wrong. So they ordered for the first pickup slot...most of the order was produce and bakery items which can be a problem that early. Produce doesn't get midweek deliveries anymore, and bakery usually doesn't have anyone in the department until 8:30 so what's out is what's available. The subs were fairly straightforward; two smaller packages of rainbow peppers for the large pack, large english cucumber for a package of mini ones, different brand of multigrain bread, two bags of Flavor A chips for one bag each of A and B.
I went over the subs with the customer carside, and he seemed fine with them but said "my wife will make sure". Uh oh. He didn't say no to any of them; the only one I wasn't 100% certain on was the bread but that would be easy enough to fix (refund if they call back).
45 minutes later a call comes through...it's the wife, and she is pissed. I don't even get a chance to finish "Hello, this is the pickup department". Started off about how "the whole order was wrong, I didn't get what I ordered!" (cue explaining the sub policy while I'm getting yelled at by an SC on one side and the CDH on the other side about...something) and the bags weren't packed properly and broke...those bags were packed fine and were not overpacked. Anywho, the eggs broke (how can that happen naturally if the eggs were bagged with only the peppers which weigh nothing?)...and she had ordered white eggs. Um, I have the order right here and you ordered brown eggs. You always order brown eggs and I know what I picked. She ordered six rainbow peppers and got six rainbow peppers--as long as you get the correct quantity and the quality's good, packaging type is not a valid complaint. I can't even get her to tell me exactly what she wants refunded, the only thing she'll say is "Can I get a credit for the whole order?" (no, you're not getting a $60 order for free because something). Finally I get her off the phone...five minutes later. Luckily she didn't ask for my name. It would have taken all of thirty seconds if she hadn't gotten shirty about it "Hi, we got home and a bag broke and our eggs got smashed." "Oh no! I'll refund you, sorry about that." ...but that would be easy.
I refunded the eggs, and then gave an additional $5 credit because I didn't want her to call back for more yelling. In case anything else happened I did reprint the invoice and make notes on what the issues (real or perceived) were and the remedies, and well as give ASM a heads up about what went down.
Next time I'm a bit tempted to be petty AF and put two items in each bag to make absolutely sure they're not heavy, but there would probably be a complaint about that too.
This is a regular pickup customer; typically things go smoothly. I've figured out that if the husband places the order things are fine. But if the wife places the order, is with him or picks it up herself something's always wrong. So they ordered for the first pickup slot...most of the order was produce and bakery items which can be a problem that early. Produce doesn't get midweek deliveries anymore, and bakery usually doesn't have anyone in the department until 8:30 so what's out is what's available. The subs were fairly straightforward; two smaller packages of rainbow peppers for the large pack, large english cucumber for a package of mini ones, different brand of multigrain bread, two bags of Flavor A chips for one bag each of A and B.
I went over the subs with the customer carside, and he seemed fine with them but said "my wife will make sure". Uh oh. He didn't say no to any of them; the only one I wasn't 100% certain on was the bread but that would be easy enough to fix (refund if they call back).
45 minutes later a call comes through...it's the wife, and she is pissed. I don't even get a chance to finish "Hello, this is the pickup department". Started off about how "the whole order was wrong, I didn't get what I ordered!" (cue explaining the sub policy while I'm getting yelled at by an SC on one side and the CDH on the other side about...something) and the bags weren't packed properly and broke...those bags were packed fine and were not overpacked. Anywho, the eggs broke (how can that happen naturally if the eggs were bagged with only the peppers which weigh nothing?)...and she had ordered white eggs. Um, I have the order right here and you ordered brown eggs. You always order brown eggs and I know what I picked. She ordered six rainbow peppers and got six rainbow peppers--as long as you get the correct quantity and the quality's good, packaging type is not a valid complaint. I can't even get her to tell me exactly what she wants refunded, the only thing she'll say is "Can I get a credit for the whole order?" (no, you're not getting a $60 order for free because something). Finally I get her off the phone...five minutes later. Luckily she didn't ask for my name. It would have taken all of thirty seconds if she hadn't gotten shirty about it "Hi, we got home and a bag broke and our eggs got smashed." "Oh no! I'll refund you, sorry about that." ...but that would be easy.
I refunded the eggs, and then gave an additional $5 credit because I didn't want her to call back for more yelling. In case anything else happened I did reprint the invoice and make notes on what the issues (real or perceived) were and the remedies, and well as give ASM a heads up about what went down.
Next time I'm a bit tempted to be petty AF and put two items in each bag to make absolutely sure they're not heavy, but there would probably be a complaint about that too.
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