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One of the first orders that came in yesterday was for one single item...20 large (16oz) jars of Marshmallow Fluff. Which we did not have, and never have had in that quantity (the most jars of that size that can fit on the shelf is 6). The only thing I could sub it with was eight small (7oz) jars of the store brand. That order seemed a bit sketchy, as it hit a few of the boxes for a fraud order; one item in a very large quantity, new customer in the earliest possible order slot (no time to reach out to customer).
I filled it such as I could; on our end we can't do much and we are never to cancel an order unless a directive comes down from on high.
Turns out the order was legit...when pickup time came, the customer came into the store and opened with "I need to talk to you about a substitution". Hooboy, here we go.
SC: "I ordered twenty large jars of Fluff, you didn't give me what I ordered."
Me: "Ma'am, we don't have any Fluff in stock right now. We have not had any for almost a week. You indicated on the order that we could substitute, so I gave you everything that we do have." (next time this happens I wonder what would happen if I subbed 40 bags of marshmallows and a utility lighter?
)
SC: "Are you sure you don't have it? I want what I ordered."
I page J, the long-suffering grocery manager.
J: "Yeah?"
Me: "J, this customer ordered 20 large jars of Fluff and we don't have any on the shelf. She wants to know if we have any in back."
J: "No, we haven't had it in a week."
SC: "So can you tell me when you will get it in?"
J, me: "No."
SC: "Can you call other stores to get it for me?"
At that moment my phone rings and another pickup walks in. "We can't call other stores right now, all I can suggest is that you call the Brighton store, they're much larger and might have what you want."
SC: "But I prepaid for 20 jars, I'm not going to get charged for them."
Me: "You will only be charged for what was actually included in the order."
SC's hubs: "Honey, she's busy. Let's go and call the other store." SC seems deflated but stalks off.
Later, M is helping me with some paperwork and tells me that SC decided to harass her on their way out. "We have never had that much Fluff on the shelves ever, and I want to know how she was able to order that much if we haven't had it. I know our shelf scanning has been problematic lately, but not that bad." We had a similar order a few months ago for four cases worth of a pasta sauce that we don't stock directly, and don't even have that much shelf space for it (so never get that much in the store). We're both wondering if that was the same customer...
...should I start stocking up on Fluff to resell at a premium?
I filled it such as I could; on our end we can't do much and we are never to cancel an order unless a directive comes down from on high.
Turns out the order was legit...when pickup time came, the customer came into the store and opened with "I need to talk to you about a substitution". Hooboy, here we go.
SC: "I ordered twenty large jars of Fluff, you didn't give me what I ordered."
Me: "Ma'am, we don't have any Fluff in stock right now. We have not had any for almost a week. You indicated on the order that we could substitute, so I gave you everything that we do have." (next time this happens I wonder what would happen if I subbed 40 bags of marshmallows and a utility lighter?
)SC: "Are you sure you don't have it? I want what I ordered."
I page J, the long-suffering grocery manager.
J: "Yeah?"
Me: "J, this customer ordered 20 large jars of Fluff and we don't have any on the shelf. She wants to know if we have any in back."
J: "No, we haven't had it in a week."
SC: "So can you tell me when you will get it in?"
J, me: "No."
SC: "Can you call other stores to get it for me?"
At that moment my phone rings and another pickup walks in. "We can't call other stores right now, all I can suggest is that you call the Brighton store, they're much larger and might have what you want."
SC: "But I prepaid for 20 jars, I'm not going to get charged for them."
Me: "You will only be charged for what was actually included in the order."
SC's hubs: "Honey, she's busy. Let's go and call the other store." SC seems deflated but stalks off.
Later, M is helping me with some paperwork and tells me that SC decided to harass her on their way out. "We have never had that much Fluff on the shelves ever, and I want to know how she was able to order that much if we haven't had it. I know our shelf scanning has been problematic lately, but not that bad." We had a similar order a few months ago for four cases worth of a pasta sauce that we don't stock directly, and don't even have that much shelf space for it (so never get that much in the store). We're both wondering if that was the same customer...
...should I start stocking up on Fluff to resell at a premium?
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