Network down half the day, not enough staff during rush, IT being useless-, antiquated ordering system-what more can I say. Terrible. Not the company I started working for. BTW- order confirmation in Soda sales confuses customers. They think that means their orders have been processed.
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And...If you sub out a book, when approved by the customer, new to used or vice versa the customer gets an email telling them their order is cancelled. If you run out of a size Med in a sweatshirt, call the customer and they decide on a different color or size, yup, they also get an email telling them the order is cancelled.
Well that sounds like an it response.
Look to get out of the company. The customers often aren’t that bright and don’t read the information about these things. Your effort is wasted on d-mb customers. Not all are d-mb, but a lot are. And professors are often the d-mbest. I exited Follett recently and the relief is real.
It's like that with B&N as well - order confirmation that plainly tells them they will receive an email when their order is ready for pick up or has shipped. What gets me are those students/customers that will stand in line, place an online order while they're standing in line and then once they get to the front they're like "I just placed an online order and I'm here for it". Yes, your order is just magically ready.
I had one d-mb a-s customer this rush who placed an online order a little after 11pm, 4 hours after the store closed, for Next Day Air and was pi---d that it wasn't delivered within the next 24 hours. We pointed out that she had placed her order well after store hours. She literally said that she assumed orders were fulfilled 24 hours a day. Further proceeded to tell her even if we had a staff to fulfill orders 24 hours a day it wouldn't matter because UPS, nor any similar service provider, operates 24 hours a day. That was just "unacceptable" to her. Fine, take your business elsewhere. I'm more than happy to lose customers like that.
But they don’t read.
It really is bad. Every day is a new disaster. Issues every single day. Are you SMs excited to go back down to zero staff for the rest of the year after rush? Network outages that prevent us from doing our jobs? How about the outsourced customer service teams who can't read/write in English and make us look like id--ts? Endless web exceptions for digital books that are apparently unsellable? And on and on and on. This company is falling apart and there isn't much left holding it together.
This is the confirmation email paragraph.. Instructions are plain as day. Just read.
Thank you for your order. You will receive an email when your item(s) are fulfilled. Your item(s) may ship from a location other than where you placed your order.