...Except when a customer ordered it three hours ago, has yet to receive an email confirmation, comes into the store, and throws a tantrum about why they can't just grab it off the shelf and go, and walks out. Then finally, 5 hours later and after attempting to call cross channel about the issue, their order pops in the BOPIS system passing all the fraud checks and authorizations. At the very least put a damn asterisk next to the advertisement so the store has some matter of defense against the false advertisement.
2 replies (most recent on top)
How many Firesticks did he oder?
I have been in that situation. It SUCKS for store staff and the customer. I was able to calm the customer down a few times and then they bought the item. I basically drop whatever I am doing and get their item(s) ASAP, and apologize sincerely and assure them they will not be charged twice. Then I casually state stores have no control over when orders appear or any software issues,
I P/G'd it to dot com when needed , then voided the BOPIS when it finally came through. I then scanned the print out saying order was canceled and emailed it to the customer so they know they did not get charged twice. They could look this up themselves, but it's better to save them the hassle.
A couple of people were just looking for a reason to call corp, so nothing I could do.
So, out of the 5 people I personally dealt with in this situation 3 went home happy (one of which gave our store a "5" on CSAT, while trashing corporate).
I agree though, they need to add disclaimers to the 1 hour pickup terms.