Unfiltered Story #342590

I order some clothing online from a very well-known big-box clothing retail chain. Because I live in an apartment with no way to receive packages, I request the order to be delivered to the nearest (store) location, about 50 miles from my apartment. My original confirmation email says that the item should be shipped in 4-7 business days. After one week passes with no notification that my order is ready, I try calling the location only to get a busy signal every time I call for the next three days. Finally, I drive to the store to see what’s going on. That sets off this chain of events.

Me: (to the employee working at the Order Pick-up desk) “Hi, I’m just wondering if my order has come in. It’s been two weeks since I placed the order, but I haven’t heard anything from (store) yet. My confirmation number is (number).”

Employee: “Unfortunately we’ve had some internet issues the last few days, so we haven’t been able to scan in any arrivals. Your order doesn’t show up on the computer, so I don’t think it’s here yet.”

Me: “Well, could you please check the back to see if it did come in, and just didn’t get scanned? My confirmation email said that it should have been shipped in 4-7 business days, so it should be in by now.”

Employee: (turning rude) “The computer doesn’t list it as having arrived. We expect orders to ship in 10-12 business days, so you might still have a few days to go.”

Me: “Then why did (website) say that shipping should be take 4-7 business days?

Employee: “I don’t know, sir. Just try stopping in again in a few day.”

Me: “I live almost an hour from this store, so I don’t want to drive over here again unless I know that my order has arrived.”

Employee: “You can always try calling us at (phone number) to ask about your order if you don’t feel like driving in.”

Me: “I’ve been trying to call you for the last three days, and I’ve gotten a busy signal every time.”

Employee: “Oh. We’ve been having electrical issues, so both our phone and internet have been down lately. They should be repaired soon, though.”

Me: “OK. For now, could you please check the back to see if my order is in, since you just admitted that you haven’t been able to scan in any arrivals?”

Employee: “Sir, your order doesn’t appear as Received, so it’s not here.”

At this point, I leave before I jump over the counter and tear the employee’s head off out of frustration. I continue calling the store every day, and finally start getting through to actual employees, only to be told each time that my order hasn’t been scanned in yet. Finally, over a month after I placed my order, I call (store)’s corporate customer service number. The woman I talk to is extremely helpful, and tells me that on the corporate ledger, my order shows up as having been delivered with no issues five days after I placed my order. She suggests that I try calling the location again, and if the employee doesn’t agree to check the back, to ask for a supervisor.

Me: “Hello, I’m calling to see if my order is in. My order number is (number).”

Same employee I dealt with that first day: “Your order doesn’t appear to be in yet.”

Me: “Can I please speak to a supervisor?”

Employee: “May I ask why, sir?”

Me: “I just got off the phone with (store)’s corporate customer service department, and was told that my order was shipped almost a month ago. I know you had internet and phone issues at that time, so I want someone to go check the back to see if my order is in yet, and just didn’t get scanned. If you’re not able to do that, I would like to speak to a supervisor to see if they could check for me.”

Employee: (suddenly sounding nervous, as though she doesn’t want me talking to a supervisor for some reason) “I can do that for you myself, sir. No need to involve a supervisor. Would you be able to hold while I check?”

Me: “Yes, I can hold.”

After about five minutes the employee comes back on, sounding extremely embarrassed.

Employee: “Sir? I did find your order in the back. You may pick it up at your earliest convenience.” (hangs up before I can say anything in return)

Yep. My order sat there for over a month, all because one employee was too lazy and/or stubborn to do her job the first time around.