Delivered?

So in the age of the pandemic, our store, like many stores, went more fully into doing curbside pick up. Allowing customers to order online and then stay in their cars and we'll bring their stuff out to them. 

But as an expansion to that, we've also partnered with doordash? Like many other stores, to where the doordash people will come into the store on behalf of the customer and then will go take their order to their homes. 

It's had it's bumps along the way.

Namely the main issue being that sometimes the name on the order we received in the store...doesn't match the name of the person that doordash was given. 

Usually it's an easy enough issue to figure out. Normally we just ask to see what items are in the order, and then look for the product. And then usually we either compare the addresses listed or else doordash calls the customer to confirm that the name we have is a name that they also have even though it's not the name on doordash's list. 

So besides those slight hiccups. It usually goes off pretty well. 

Tonight was one of those exceptions. 

We had a doordash guy come into the store looking to pick up an order for Jane Doe.
Only we had no record of a Jane Doe placing an order. 

Which again, that's a common occurrence. We just have to then take a few more steps to see what products were ordered under Jane Doe's name and then see if any of the orders we do have match those same products listed. 

But for whatever reason when this doordash guy heard the 'we don't have any orders for Jane Doe here" he chose to just like...book it out of the store. He left before my coworker could even ask to see what items were in the order. 

And like there was the faint thought that crossed my mind that maybe they realized they were at the wrong store. As we do have people think they ordered from us but they ordered from our competitor or accidentally ordered from our sister store instead of our store....So maybe the dude did that--though that's not as common of an occurrence with doordash.

Flash forward another hour or so.

And I get a call where a customer says that they had placed an order for Jane Doe and they'd received a message from doordash that their order had been delivered...but their order never showed up.

To complicate the matter, this customer had ordered their stuff as a gift for a friend and so had placed the friend's name on the doordash and listed their address as the place to be delivered.

But the package had never showed up.

Which I quickly placed the pieces together as I recognized the name "Jane Doe" because I'd heard a bit about the encounter with the doordash guy involving that name over the radio. 

So I asked what the customers name was and they told me it was Mary Sue.

I check our ipad as I head up front, and sure enough we have a Mary Sue in our system and checking in our holding area we have an order on the shelf with the pick name of "Mary Sue" also with the 'delivery' indication on the paper which means that doordash should have picked it up.

So we had the customer's order here in the store....

And yet the doordash guy had said he'd delivered it. *shakes head* Dude probably just wanted the money with none of the effort. Or else he hit the wrong button when declining the order. Who knows.

In any case. I had to assure the customer that we had their order and had to inform them that they would have to contact DoorDash's customer service to figure out what had happened with the doordash half of things because we have no contact with them beyond allowing their workers/drivers to pick things up in the store.

Turns out that apparently DoorDash couldn't make contact with their driver either. Sooo not sure what's going on on that side of things.

But the customer ended up coming into the store to pick up their order so they could take it to their friend. And they mentioned that they were wanting doordash to refund their delivery fee since they never actually delivered the product. 

But they also wanted to know if this was a common occurrence to have this sort of thing happen.

Because the doordash guy made ZERO effort to contact the customer. They'd listed their phone number and everything in order to be contacted and the dude never did. 

And usually we do all that we can to make sure that the customer's order is picked up.

Like we check items. we check addresses. we call the customer to try and reach them.

But this dude gave neither the customer or us the chance to do so before leaving. 

So weird.

But I'm glad the customer was able to get their order. 

Hopefully their friend enjoyed the stuff!

Until you next find these words;
I'll be watching the leaves. 
Enjoy the day!

-Sarnic Dirchi