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I had an order due to be picked up around noon. I get a "customer has arrived!" notification around 12:40, immediately look at the monitor that covers the online-pickup parking spaces. Nothing there. So I wait. When the timer hits 3 minutes I hit Confirm, which does nothing beyond stopping the pickup timer on our end. I stay at my computer looking at the cameras, and even poke my head out the front doors to see if I can spot a car idling where it shouldn't be. Nothing.
I call the customer, it goes to voicemail so I leave a message saying that I got an arrival notification on our computer but do not see them in the lot, and to just pull up in front of the doors when they arrive...sometimes we get erroneous alerts when they're in a different store a few blocks away (or in one or two cases, the same store two towns away). The arrival app is supposed to be geofenced, but it never works.
Five minutes later I get a call from Customer Care: "You have an order for [customer] they've been waiting for twenty minutes." [for those keeping score, it's been exactly eight minutes since the notification...so CC is on Customer Standard Time now]
*why the hell did they call CC and not the store?*
Me: "They're not in our parking lot. There are no cars waiting in the pickup spaces and I did not see anyone in the rest of the lot who is waiting for an order." (we're actually not even supposed to go into the lot looking for a customer; the assumption is that they know the drill)
CC: "The customer is there."
Me: "I just tried to call them a few minutes ago, they didn't answer so I left a voicemail asking them to pull around front."
CC: "I'm going to connect you to them and you can tell them yourself." [wha...?]
So I'm connected to the customer, who apparently never got or just ignored the voicemail. It takes about 30 seconds for her to finally tell me where she's parked...I had been looking right at her (parked, engine off and nobody visible in the driver's seat) car five minutes previously. She gave no indication she was there to pick up...am I supposed to go to every black car in the lot and ask "are you waiting for a pickup"?
I bring out the order; she's fairly rude through what little interaction we have. I'm not apologizing as the parking spaces (and directions to same once entering the lot) are clearly marked, and the app even tells you where to go.
Part of me wanted to issue a credit for "wait time", but the fault was ultimately hers (our wait time as measured was still under the expected threshold) and I'm not rewarding that. She had a dozen prior orders with my store, so you'd think she knew where to park.
I call the customer, it goes to voicemail so I leave a message saying that I got an arrival notification on our computer but do not see them in the lot, and to just pull up in front of the doors when they arrive...sometimes we get erroneous alerts when they're in a different store a few blocks away (or in one or two cases, the same store two towns away). The arrival app is supposed to be geofenced, but it never works.
Five minutes later I get a call from Customer Care: "You have an order for [customer] they've been waiting for twenty minutes." [for those keeping score, it's been exactly eight minutes since the notification...so CC is on Customer Standard Time now]
*why the hell did they call CC and not the store?*
Me: "They're not in our parking lot. There are no cars waiting in the pickup spaces and I did not see anyone in the rest of the lot who is waiting for an order." (we're actually not even supposed to go into the lot looking for a customer; the assumption is that they know the drill)
CC: "The customer is there."
Me: "I just tried to call them a few minutes ago, they didn't answer so I left a voicemail asking them to pull around front."
CC: "I'm going to connect you to them and you can tell them yourself." [wha...?]
So I'm connected to the customer, who apparently never got or just ignored the voicemail. It takes about 30 seconds for her to finally tell me where she's parked...I had been looking right at her (parked, engine off and nobody visible in the driver's seat) car five minutes previously. She gave no indication she was there to pick up...am I supposed to go to every black car in the lot and ask "are you waiting for a pickup"?
I bring out the order; she's fairly rude through what little interaction we have. I'm not apologizing as the parking spaces (and directions to same once entering the lot) are clearly marked, and the app even tells you where to go.
Part of me wanted to issue a credit for "wait time", but the fault was ultimately hers (our wait time as measured was still under the expected threshold) and I'm not rewarding that. She had a dozen prior orders with my store, so you'd think she knew where to park.
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