Picky, Picky Pickups

I work the night shift from 6:00 pm to 6:00 am and like to sleep in a little on my off days. I generally opt for online grocery pickup whenever I can. I place an order for groceries to pick up between 7:00 and 8:00 pm and arrive at the store at 7:30 pm. I call the grocery pickup department and give them my information. 

Employee: “Hello, it looks like we have your order ready to go, but unfortunately, it is past our designated pickup time and you will have to come back tomorrow.”

Me: “I’m sorry, but I scheduled for pickup between 7:00 and 8:00 and it is currently 7:30. I don’t see why I can’t have my order.”

Employee: “Ma’am, we do not walk any orders out at this time. You will have to come back tomorrow.”

I am frustrated and cannot come back tomorrow as I need to sleep during the day and work that night.

Me: “When I placed my order online, this was an available time slot, and I have my confirmation email. Is there any way we can resolve this so I can get my groceries, please?”

Employee: “Please hold.”

The employee abruptly places me on hold without explanation.

Manager: “Hello, this is [Store.] How can I help you today?” 

Me: “Hi, I just got off the phone with an employee in online pickup and they said they can’t bring my order out at this time even though I reserved this time slot online. I received a confirmation email for my slot as well as an email today confirming my order for pickup between 7:00 and 8:00 pm. Is there any way I can get my order tonight?”

Manager: *Sounds frustrated* “Absolutely. I am so sorry for this inconvenience. Your order will be right out.”

Upon arriving home, I noted that the manager had included an additional bag with a few cards, promotional items, and a store gift card. I still don’t know what happened with the employee, but I’m glad I got my order!