Customer Service?
This boggles my mind…
I needed a couple of small car parts today, so I went on Auto Zone’s website and placed an order for “store pickup”. I’ve done this several times in the past, and it usually works really well. I selected the two items that I needed, paid for them with my credit card, and waited for the email confirmation that my stuff was ready to be picked up.
After an hour and a half, I went to the store – even though I had not received my pickup email. There were only two people working. On a Saturday afternoon. In an auto parts store. So the line was pretty long. I waited patiently as a half dozen people were helped, and finally it was my turn.
Wait, what?
The conversation went like this:
Me: (handing a copy of my order email) “Hi, I would like to pick up these 2 items that I ordered online”
Clerk (looking at my order): “Sorry, this order hasn’t been pulled yet.”
Me: “Ok, well can you pull it now?”
Clerk: “No”
Me: “Umm. Ok. Well how about if I just buy them, and when you pull another set for my online order, I’ll just cancel the order.”
Clerk: “You can’t do that.”
Me: “Let’s try another angle – see these two part numbers? I would like to buy one of each. Now. Please.”
When the clerk finally came back wth my parts I said “Thanks for fulfilling my order!” and smiled at him. He looked at me for a few seconds, shrugged, and handed me my parts.
I wonder if he ever figured out that he wasted more time telling me what he couldn’t do than he would have spent just doing it?
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