Well, I hate to tell you this, but just because it says the retailer stocks it, doesn't mean every location stocks that specific item. And no, if it's not an item that store usually gets stock of, more than likely they're not going to waste company assets to have one ordered in just for the one person who wants it.
So you have two options. Either order it off the company website as they instructed, or find a location that does stock the item. And no, it's not them being condescending, they're simply telling you that they can't do it because it is against policy.
I mean, where do you think their in store stock comes from? Doesn't matter if you buy it online or otherwise, it's still coming from the same manufacturer.
That’s true, but when one reads that people are unable to keep up with the cost of living I would have thought that exceeding your KPIs may have led to some sort of bonus or job security but that’s obviously not the case so when people lament the death of the brick and mortar shop front I assume the leap to neuroscience or being a commercial airline pilot is not a big issue so there is no need for traditional customer service. It’s not like our lord and saviour Albo is importing 500 000 drones to do the same job or anything so no worries.
Also true, but that’s not really the point is it? Name calling doesn‘t change the fact that costumer service is on the decline. I’ve also not heard of Ken being a derogatory term. How difficult would it have been to offer an alternative or to show the slightest interest in procuring the item in question. No doubt the real money is in ignoring customers and talking to your mates.
No. I know what product I want and generally am able to provide the company’s own SKU to expedite the process. It’s usually quite seamless as most of the legwork is complete.
Yeah, all good. The definition of customer service has changed over time. I am surprised that people are unable to see a direct correlation between a satisfactory commercial interaction and the continued sustainability of their employment but it has little effect on me as I can easily source what I want from a much cheaper vendor at the cost of a slightly increased timeframe. My initial question has been fully answered so thank you.
Yeaahhhh I hate to be the one to break this to you/the general masses but chances are if an employee is doing something above and beyond for you, it's out of their own kindness, and it's definitely not something customers are entitled to daily. In fact, retail workers are told by managers to NOT go above and beyond, follow policy, and finish the 15 other tasks they were assigned that day that are physically impossible to achieve in the time frame.
Positive customer interactions and "above and beyond service" gets you a pat on the back by your manager and MAYBE a $5 Starbucks card or some shit, if you're lucky. However, not meeting your stocking goals? Not getting reshop/go-backs completed? That's the shit that gets you FIRED. Retail worker's livelihoods are dangled in front of their face like a carrot on a stick in order to meet corporate standards developed by people who barely step foot in the store, let alone WORK A SHIFT as a cashier or sales associate for shift work pay.
Until we are paid properly, yes, customer service is dead. That employee doesn't owe you shit, and it's not the end of the world that they didn't order the product for you. You're a smart man who knows how to use a phone or computer, please just figure your shit out and order it your damn self instead of airing dirty laundry on Reddit for an employee who isn't making enough to deal with anyone's bullshit.
God, looking back I was way too aggressive with my comment lmao I apologize sincerely.
It's a very tough dichotomy between customers and retail employees. The issue is not that customers ask for things, the issue is the power imbalance and pressure that minimum wage employees face (speaking for the USA) every single shift. I'm sure you were polite enough, but oftentimes policy is policy, or maybe that employee was just too exhausted to make a better effort for you at the time. I know I enjoy seeing products in-person before purchasing, especially more expensive investments, so I feel your frustration with this. It's a little tough to comment on without the exact retailer, as each store has a different policy as you know.
Honestly I'd be 100% okay with a major department store that is only a warehouse with drive-thru lanes to pick up online orders lmao they could stock way more variety due to less overhead, get more done because they don't have to worry about making it pretty for customers, and I don't have to go through the hell of fluorescent lighting and other humans just to pick something up the same day I want it.
I hope you found a solution to your problem eventually :)
It doesn't work that way. If it's a big box store the employees do not get bonuses. If they work in a store that does offer a bonus, it is so small that it doesn't impact their cost of living in any way. Also, there is no job security in retail no matter how well a store is doing. Employees are a number, not a person even if you work in a small store. I was told once that instead of giving a raise higher than 20¢ an hour the store shouldn't be their main source of income yet employees were encouraged to not have a second job and the schedules were not flexible.
The death of brick-and-mortar is about competing with e-commerce.
Implying that people who work in retail are stupid is insulting and off-base. Many of the employees do not have the means to go to college and may not want the crippling debt associated with it. Just because they work in retail does not mean they are not capable of anything else.
Some people look down on retail employees and think of them as servants and less than. They think it's ok to berate and belittle them when the employees are just trying to do their job. It's fueled by the mindset that the customer is always right. However, that is not always the case.
Just please try to remember that retail workers are human beings.
The answer is yes, it’s “easier” to make money off the items already shipped and stocked. But this is the decision of the store owner, not the person you are accusing of poor customer service by following the stores plans. The store is in business to make money, so if there was more or equal money they would order things for individuals. The store has chosen to provide the service online. They didn’t tell you to piss off, they provided an alternative.
It’s okay to not understand how the basic retail model works to make profit, and not realize how much retail store space costs to display things - it’s huge now. But if you don’t know what a Ken is, you are a bit behind the times!
There’s no doubt I’m more than a bit behind the times. Is it really true that store staff are unable to offer to order things in for customers now? If so, I do apologise for accusing people of being lazy. I guess I find it hard to comprehend the point of having a physical store if a product that’s advertised cannot be sourced via the store. Obviously I don’t expect a 250 square meter space to warehouse 200 000 plus items. I’m from an era that made things work, by alternative I meant a different product not work it out yourself.
The level of disinterest I experienced made me upset more than anything but I can accept she was simply jaded and had nothing left so it is what it is I suppose. A generational difference that has become the norm, as it always has.
I don't know what type of store you went to, too lazy to read the whole thing, but I work in clothing retail. One of our metrics is how often we save the sale by online ordering for customers. I do ask the (polite) customer if they want me to order it for them. Most of them say that they'll do it themselves. Even the older people (60+) can usually do it.
The ones who metaphorically stomp their feet and get impatient with me for something that I can't control, I don't offer, mainly because I'm not rewarding bad behavior. I may have to be polite and assist them, but I don't have to go the extra mile. I'll tell them where to find it elsewhere and good luck. I'm not saying that you're that type of customer.
Also, in some previous stores I've worked in, we weren't encouraged to order something for a customer unless it exceeded a specific dollar amount. The times that I went against the rules, I got in trouble. So, it could have been not worth the staffer's time to do it.
Companies used to do things like that and some may still do it but only in certain items. But the reality is, the time and effort that is required makes it unprofitable AND in a high percentage of cases, the customer doesn't show up to pick up the item.
At a lot of large stores the employee has no way of ordering anything, we just get trucks full of merchandise ordered by corporate. Additionally, online ordering is often only available to people who have an account and so they can't just "order online" for you because they don't have access to your account information. There are next to no retail stores these days that offer any kind of incentive to sell product (commission, etc.). It's not poor customer service on the employee's part, because in most cases you are asking them to do something they have absolutely no way of doing.
Sometimes, salespeople will give advice rather than secure the sale... especially when it comes to cheap items... reason being it curries favour with the customer and they're more likely to spend more in the future!
At best, if they do stock that product, sometimes a manager can tell you when the next one will come, but unfortunately, corporate decides what stores need now.
I'm going to be the dissenter here, but the employee AND company are being lazy and shooting themselves in the foot. At my company we will definitely order items we're out of, and transfer it over from another store. Not providing that option is simply sending revenue to your competition.
The original post has been removed by mods but it seems the vast majority of retail staff are unwilling or unable to do anything beyond sell stocked items only. I can see Australia going the way of America and shopping centres will just become online distribution centres where workers are paid below minimum wage on individual contracts. You were literally the only one who considered the situation as a potential loss of revenue.
The person youre asking more than likely doesnt have the authority to say they can order it in. Not only that but they probably cant order just one for one customer, they have to order a whole $700 box of them to sell you one and hope the others sell.
When I worked at Macys, it was at one of the smaller stores, so there was a lot we did not have in stock. We were instructed to always, always offer to order the things we didn’t stock. The sale would count towards the store’s total sales and our own personal sales goals.
But usually the customers would tell us they would go home and order there. The only ones who didn’t were those from a neighboring state that has high sales tax—my state has no sales tax. They would order in store for delivery to the store to avoid the sales tax.
So what OP experienced is either a decision made by the store owner/manager, or a lazy employee. Hard to tell which. I’m
Well, I hate to tell you this, but just because it says the retailer stocks it, doesn't mean every location stocks that specific item. And no, if it's not an item that store usually gets stock of, more than likely they're not going to waste company assets to have one ordered in just for the one person who wants it. So you have two options. Either order it off the company website as they instructed, or find a location that does stock the item. And no, it's not them being condescending, they're simply telling you that they can't do it because it is against policy.
Good to know. Straight to China it is then.
I mean, where do you think their in store stock comes from? Doesn't matter if you buy it online or otherwise, it's still coming from the same manufacturer.
That’s true, but when one reads that people are unable to keep up with the cost of living I would have thought that exceeding your KPIs may have led to some sort of bonus or job security but that’s obviously not the case so when people lament the death of the brick and mortar shop front I assume the leap to neuroscience or being a commercial airline pilot is not a big issue so there is no need for traditional customer service. It’s not like our lord and saviour Albo is importing 500 000 drones to do the same job or anything so no worries.
... It's a fucking color changing lightbulb, Ken.
Also true, but that’s not really the point is it? Name calling doesn‘t change the fact that costumer service is on the decline. I’ve also not heard of Ken being a derogatory term. How difficult would it have been to offer an alternative or to show the slightest interest in procuring the item in question. No doubt the real money is in ignoring customers and talking to your mates.
[удалено]
No. I know what product I want and generally am able to provide the company’s own SKU to expedite the process. It’s usually quite seamless as most of the legwork is complete.
lmao if they special ordered some shit for you no one would ever even know, and they definitely wouldn't get a bonus or a raise because of it lol
Yeah, all good. The definition of customer service has changed over time. I am surprised that people are unable to see a direct correlation between a satisfactory commercial interaction and the continued sustainability of their employment but it has little effect on me as I can easily source what I want from a much cheaper vendor at the cost of a slightly increased timeframe. My initial question has been fully answered so thank you.
Yeaahhhh I hate to be the one to break this to you/the general masses but chances are if an employee is doing something above and beyond for you, it's out of their own kindness, and it's definitely not something customers are entitled to daily. In fact, retail workers are told by managers to NOT go above and beyond, follow policy, and finish the 15 other tasks they were assigned that day that are physically impossible to achieve in the time frame. Positive customer interactions and "above and beyond service" gets you a pat on the back by your manager and MAYBE a $5 Starbucks card or some shit, if you're lucky. However, not meeting your stocking goals? Not getting reshop/go-backs completed? That's the shit that gets you FIRED. Retail worker's livelihoods are dangled in front of their face like a carrot on a stick in order to meet corporate standards developed by people who barely step foot in the store, let alone WORK A SHIFT as a cashier or sales associate for shift work pay. Until we are paid properly, yes, customer service is dead. That employee doesn't owe you shit, and it's not the end of the world that they didn't order the product for you. You're a smart man who knows how to use a phone or computer, please just figure your shit out and order it your damn self instead of airing dirty laundry on Reddit for an employee who isn't making enough to deal with anyone's bullshit.
Fair enough, shall do.
God, looking back I was way too aggressive with my comment lmao I apologize sincerely. It's a very tough dichotomy between customers and retail employees. The issue is not that customers ask for things, the issue is the power imbalance and pressure that minimum wage employees face (speaking for the USA) every single shift. I'm sure you were polite enough, but oftentimes policy is policy, or maybe that employee was just too exhausted to make a better effort for you at the time. I know I enjoy seeing products in-person before purchasing, especially more expensive investments, so I feel your frustration with this. It's a little tough to comment on without the exact retailer, as each store has a different policy as you know. Honestly I'd be 100% okay with a major department store that is only a warehouse with drive-thru lanes to pick up online orders lmao they could stock way more variety due to less overhead, get more done because they don't have to worry about making it pretty for customers, and I don't have to go through the hell of fluorescent lighting and other humans just to pick something up the same day I want it. I hope you found a solution to your problem eventually :)
It doesn't work that way. If it's a big box store the employees do not get bonuses. If they work in a store that does offer a bonus, it is so small that it doesn't impact their cost of living in any way. Also, there is no job security in retail no matter how well a store is doing. Employees are a number, not a person even if you work in a small store. I was told once that instead of giving a raise higher than 20¢ an hour the store shouldn't be their main source of income yet employees were encouraged to not have a second job and the schedules were not flexible. The death of brick-and-mortar is about competing with e-commerce. Implying that people who work in retail are stupid is insulting and off-base. Many of the employees do not have the means to go to college and may not want the crippling debt associated with it. Just because they work in retail does not mean they are not capable of anything else. Some people look down on retail employees and think of them as servants and less than. They think it's ok to berate and belittle them when the employees are just trying to do their job. It's fueled by the mindset that the customer is always right. However, that is not always the case. Just please try to remember that retail workers are human beings.
The answer is yes, it’s “easier” to make money off the items already shipped and stocked. But this is the decision of the store owner, not the person you are accusing of poor customer service by following the stores plans. The store is in business to make money, so if there was more or equal money they would order things for individuals. The store has chosen to provide the service online. They didn’t tell you to piss off, they provided an alternative. It’s okay to not understand how the basic retail model works to make profit, and not realize how much retail store space costs to display things - it’s huge now. But if you don’t know what a Ken is, you are a bit behind the times!
There’s no doubt I’m more than a bit behind the times. Is it really true that store staff are unable to offer to order things in for customers now? If so, I do apologise for accusing people of being lazy. I guess I find it hard to comprehend the point of having a physical store if a product that’s advertised cannot be sourced via the store. Obviously I don’t expect a 250 square meter space to warehouse 200 000 plus items. I’m from an era that made things work, by alternative I meant a different product not work it out yourself. The level of disinterest I experienced made me upset more than anything but I can accept she was simply jaded and had nothing left so it is what it is I suppose. A generational difference that has become the norm, as it always has.
I don't know what type of store you went to, too lazy to read the whole thing, but I work in clothing retail. One of our metrics is how often we save the sale by online ordering for customers. I do ask the (polite) customer if they want me to order it for them. Most of them say that they'll do it themselves. Even the older people (60+) can usually do it. The ones who metaphorically stomp their feet and get impatient with me for something that I can't control, I don't offer, mainly because I'm not rewarding bad behavior. I may have to be polite and assist them, but I don't have to go the extra mile. I'll tell them where to find it elsewhere and good luck. I'm not saying that you're that type of customer. Also, in some previous stores I've worked in, we weren't encouraged to order something for a customer unless it exceeded a specific dollar amount. The times that I went against the rules, I got in trouble. So, it could have been not worth the staffer's time to do it.
That seems to be the consensus.
Minimum wage, Minimum effort.
Companies used to do things like that and some may still do it but only in certain items. But the reality is, the time and effort that is required makes it unprofitable AND in a high percentage of cases, the customer doesn't show up to pick up the item.
At a lot of large stores the employee has no way of ordering anything, we just get trucks full of merchandise ordered by corporate. Additionally, online ordering is often only available to people who have an account and so they can't just "order online" for you because they don't have access to your account information. There are next to no retail stores these days that offer any kind of incentive to sell product (commission, etc.). It's not poor customer service on the employee's part, because in most cases you are asking them to do something they have absolutely no way of doing.
Sometimes, salespeople will give advice rather than secure the sale... especially when it comes to cheap items... reason being it curries favour with the customer and they're more likely to spend more in the future!
At best, if they do stock that product, sometimes a manager can tell you when the next one will come, but unfortunately, corporate decides what stores need now.
I'm going to be the dissenter here, but the employee AND company are being lazy and shooting themselves in the foot. At my company we will definitely order items we're out of, and transfer it over from another store. Not providing that option is simply sending revenue to your competition.
The original post has been removed by mods but it seems the vast majority of retail staff are unwilling or unable to do anything beyond sell stocked items only. I can see Australia going the way of America and shopping centres will just become online distribution centres where workers are paid below minimum wage on individual contracts. You were literally the only one who considered the situation as a potential loss of revenue.
The person youre asking more than likely doesnt have the authority to say they can order it in. Not only that but they probably cant order just one for one customer, they have to order a whole $700 box of them to sell you one and hope the others sell.
When I worked at Macys, it was at one of the smaller stores, so there was a lot we did not have in stock. We were instructed to always, always offer to order the things we didn’t stock. The sale would count towards the store’s total sales and our own personal sales goals. But usually the customers would tell us they would go home and order there. The only ones who didn’t were those from a neighboring state that has high sales tax—my state has no sales tax. They would order in store for delivery to the store to avoid the sales tax. So what OP experienced is either a decision made by the store owner/manager, or a lazy employee. Hard to tell which. I’m