Okay, so this one has been bugging me for a while.
When placing a special order through our store we tell you, very clearly, that it will take 2 to 3 weeks to get there and then you have 90 days to pick it up or you will lose your deposit and your fabric will be put out onto the floor to be sold.
I was promoted to my position in June. The month before, my store had failed an audit. I knew going into the position that we were under the gun. We were also going to have a shrink reaction visit in about a month which was going to include a "pseudo"audit and a visit from our new regional vice president. So, yay, starting a new position under a microscope.
Sitting in the (now officially MY) special order cabinet when I started in my position was an order that had been sitting there for 85 days. My first order of business is to call the woman who ordered the fabric and let her know she had 5 more days to pick up her fabric or she'd lose her deposit and her fabric. Now, this was not a small order. She'd paid over a thousand dollars for this fabric. I didn't want her to lose it.
She calls back after I leave for the day and I get a note on my desk that she would be in that Saturday to pick it up which she knew would be day 91. Could I please hold it?
Fine, I hold it. It's still there when I get in on Monday. I call her to say I hoped she was okay and if I didn't hear from her that day I'd be writing off the order and she'd lose her deposit. She calls me back and says she'll be in that day to pick it up, things had just been soooo crazy.
Fine, I'll hold it through the week.
It goes like this for 2 more weeks. All of which is well documented. I talk to my District Manager (aka the evil goblin) and she tells me to hold it a bit longer. Suddenly, I stop getting calls back from the woman who placed the order. I call her every week and leave messages. Well, the shrink reaction visit starts and right off the bat, we lose points for having that damn order still on the books. By now we've hit 120 days, well beyond the 90 day limit, and we get written up for not doing our jobs. The regional vice president tells me to get it off the books NOW. I call her to let her know she's lost her deposit and write it off with him watching. This was the end of July.
Fast forward to October. The woman comes in to pick up her order. I'm off that day. The store manager calmly explains to her that, after leaving it there for more than 90 days, she forfeited her deposit. She'd see what she could do but it was most likely gone. Now, October in a fabric store is crazy. I put in a call to the store support and ask them to call me back with what they can do. The woman calls me EVERYDAY to find out where her fabric is. She then asks if she can get her money back. The answer is NO. Not happening.
She calls my district manager. The evil goblin calls me and tells me to get her her money back or be prepared to be looking for work. I tell her the RVP told me to write it off, she was there for that meeting, and besides, it was written off 3 months ago. I can't resurrect stuff more than 6 weeks old. Fine, the evil goblin calls corporate. Nothing they can do. The woman has lost her deposit.
The evil goblin and the sucky customer have been thwarted but now, the evil goblin is gunning for me. *sigh* Not sure I can win this one.
When placing a special order through our store we tell you, very clearly, that it will take 2 to 3 weeks to get there and then you have 90 days to pick it up or you will lose your deposit and your fabric will be put out onto the floor to be sold.
I was promoted to my position in June. The month before, my store had failed an audit. I knew going into the position that we were under the gun. We were also going to have a shrink reaction visit in about a month which was going to include a "pseudo"audit and a visit from our new regional vice president. So, yay, starting a new position under a microscope.
Sitting in the (now officially MY) special order cabinet when I started in my position was an order that had been sitting there for 85 days. My first order of business is to call the woman who ordered the fabric and let her know she had 5 more days to pick up her fabric or she'd lose her deposit and her fabric. Now, this was not a small order. She'd paid over a thousand dollars for this fabric. I didn't want her to lose it.
She calls back after I leave for the day and I get a note on my desk that she would be in that Saturday to pick it up which she knew would be day 91. Could I please hold it?
Fine, I hold it. It's still there when I get in on Monday. I call her to say I hoped she was okay and if I didn't hear from her that day I'd be writing off the order and she'd lose her deposit. She calls me back and says she'll be in that day to pick it up, things had just been soooo crazy.
Fine, I'll hold it through the week.
It goes like this for 2 more weeks. All of which is well documented. I talk to my District Manager (aka the evil goblin) and she tells me to hold it a bit longer. Suddenly, I stop getting calls back from the woman who placed the order. I call her every week and leave messages. Well, the shrink reaction visit starts and right off the bat, we lose points for having that damn order still on the books. By now we've hit 120 days, well beyond the 90 day limit, and we get written up for not doing our jobs. The regional vice president tells me to get it off the books NOW. I call her to let her know she's lost her deposit and write it off with him watching. This was the end of July.
Fast forward to October. The woman comes in to pick up her order. I'm off that day. The store manager calmly explains to her that, after leaving it there for more than 90 days, she forfeited her deposit. She'd see what she could do but it was most likely gone. Now, October in a fabric store is crazy. I put in a call to the store support and ask them to call me back with what they can do. The woman calls me EVERYDAY to find out where her fabric is. She then asks if she can get her money back. The answer is NO. Not happening.
She calls my district manager. The evil goblin calls me and tells me to get her her money back or be prepared to be looking for work. I tell her the RVP told me to write it off, she was there for that meeting, and besides, it was written off 3 months ago. I can't resurrect stuff more than 6 weeks old. Fine, the evil goblin calls corporate. Nothing they can do. The woman has lost her deposit.
The evil goblin and the sucky customer have been thwarted but now, the evil goblin is gunning for me. *sigh* Not sure I can win this one.
Comment