Hopefully, They Never Use DoorDash

I had a guy storm in and complain to me that an order I’d helped him place in-store never arrived at his house. This happens from time to time, so I looked at his copy of the order. The paper clearly showed the ETA as the next day, highlighted in green, which I always do before telling customers when their order will arrive.

Me: “The ETA is tomorrow.”

He was annoyed but agreed to wait and see if it was delivered the next day. The next morning, at 9 AM, he was back.

Customer: “It still hasn’t arrived.”

Me: “It says today. Today has just started. It could arrive at any time today.”

He got annoyed but agreed to leave and wait. The following day, he came back again. Still no package. I looked up the order and saw that it had been delivered. I apologized several times as he kept complaining about our “terrible service.” I canceled and replaced the order for him and rushed the shipping.

The same routine happened again. He showed up before the ETA twice.

Me: “You still need to wait. It hasn’t reached the ETA yet.”

Then, the day after the ETA, he came in furious because it hadn’t shown up. I was confused because there was no delivery exception. I still offered to replace it, but told him I would need to ship it to the store for pickup. He was angry.

Me: “Normally, they leave the item outside the front door if you’re not home.”

Customer: *Rolling his eyes.* “Well, I don’t use my front door. I go through my garage, so they shouldn’t be delivering anything there!”

Me: “But… but you did check your front door, right?”

Customer: “Why would it be there? I use my garage!”

Me: “Did you leave notes for the delivery guys to leave it outside your garage?”

Customer: “No, but why should I have to? I use my garage, so they should too!”

Me: “Maybe you should go check your front door before we do anything else.”

He insisted it wouldn’t be at his front door, but decided to go home and check anyway.

Half an hour later, he was back with the packages in his hands. Instead of being relieved that he now finally had his item(s), he leans into being even more furious!

Customer: “Get me your manager! I’m gonna get him to fire your idiot drivers! Why the f*** are they delivering to my front door?!”

Me: “I am the manager. We don’t have drivers; we use UPS. You’re the one who has been making this difficult on yourself and wasting your own time. If you had ever mentioned that you don’t use your front door, we could have added a request to the shipping ticket… or you could have checked the front door like a normal person before driving all the way down.”

He was furious and stormed out. Who doesn’t check their front door for deliveries as the LITERAL FIRST OPTION?!