Confirm order, check email, yup, confirmed.
Wait two weeks.
Go to Designated Pick Up Area, call store.
Wait for boxes to be put in car.
Open trunk, worker puts boxes in, exchange a few pleasantries, go on my way.
Wipe car down with Clorox wipes even though haven't left my seat, get into house, sanitize hands, bring bags to kitchen, wash hands again.
Put away groceries.
Next morning eyes are not yet open before thinking about what to make for supper. Maybe will grill the frozen steaks I picked up from the grocery store yesterday.
Wait a second.
I don't remember putting a box of steaks in the freezer.
Did I forget to order them?
Check phone.
Steak ordered. Also ordered ice cream bars and ice cream sandwiches neither of which I remember seeing in car, in bags or in freezer.
Check car.
Not there (phew) also not in freezer, fridge, pantry or front hall.
Try to call grocery to discuss situation but they are obviously busy serving other customers who are trying to engage in way more altruistic activities than locating a box of frozen steak (for example, getting food for elderly, for front line health care workers and/or for food banks.)
I go back to the store in person. Park in Designated Pick Up Area.
Call posted number and tell them that I am back in a spot because my bag of freezer stuff did not make it into my car yesterday, and could they please check in the freezer to see if it's still there.
Person comes out to verify situation. Says yes, he saw the bag he will bring it out.
Disappears.
Manager comes out to verify situation. Says she has no record of me ordering steaks, ice cream sandwiches, ice cream bars. Look here, I say to her passing her my phone.
Are you sure? she says.
I have Clorox wipes, I say, gesturing to the cup holder on my right.
Looks at my phone, sees order. OK I will check she says and passes me phone.
I cover my hand with a Clorox wipe as though laying out a blanket for a picnic and receive the phone.
First guy comes out again not holding a bag of frozen product. Confers with manager several feet from my car. Go back into building together.
Third woman comes out, looks exhausted. Asks me why I'm here. I explain that I picked up an order yesterday and the bag of frozen items was missing, I think they left it in the freezer.
First guy comes out again. He has my frozen steaks. He has ice cream sandwiches. He has ice cream bars. He also has a second box of ice cream sandwiches and a second box of ice cream bars.
Wait! I didn't order two boxes - is this a mistake?
Nope. A present. For the inconvenience. I just wanted to do something nice.
Lessons Learned
Complaint Tie-Ins
Next morning eyes are not yet open before thinking about what to make for supper. Maybe will grill the frozen steaks I picked up from the grocery store yesterday.
Wait a second.
I don't remember putting a box of steaks in the freezer.
Did I forget to order them?
Check phone.
Steak ordered. Also ordered ice cream bars and ice cream sandwiches neither of which I remember seeing in car, in bags or in freezer.
Check car.
Not there (phew) also not in freezer, fridge, pantry or front hall.
Try to call grocery to discuss situation but they are obviously busy serving other customers who are trying to engage in way more altruistic activities than locating a box of frozen steak (for example, getting food for elderly, for front line health care workers and/or for food banks.)
I go back to the store in person. Park in Designated Pick Up Area.
Call posted number and tell them that I am back in a spot because my bag of freezer stuff did not make it into my car yesterday, and could they please check in the freezer to see if it's still there.
Person comes out to verify situation. Says yes, he saw the bag he will bring it out.
Disappears.
Manager comes out to verify situation. Says she has no record of me ordering steaks, ice cream sandwiches, ice cream bars. Look here, I say to her passing her my phone.
Are you sure? she says.
I have Clorox wipes, I say, gesturing to the cup holder on my right.
Looks at my phone, sees order. OK I will check she says and passes me phone.
I cover my hand with a Clorox wipe as though laying out a blanket for a picnic and receive the phone.
First guy comes out again not holding a bag of frozen product. Confers with manager several feet from my car. Go back into building together.
Third woman comes out, looks exhausted. Asks me why I'm here. I explain that I picked up an order yesterday and the bag of frozen items was missing, I think they left it in the freezer.
First guy comes out again. He has my frozen steaks. He has ice cream sandwiches. He has ice cream bars. He also has a second box of ice cream sandwiches and a second box of ice cream bars.
Wait! I didn't order two boxes - is this a mistake?
Nope. A present. For the inconvenience. I just wanted to do something nice.
Lessons Learned
- You can win big at the Roulette table if you are playing for groceries
- Keeping Clorox wipes in your car may be the only thing standing between you and a steak dinner
- Ironically the best way to solve this online problem was in person
- This explains why grocery stores are having inventory problems, it's not the supply chain
- Human contact is still possible in this no-contact environment
- If you haven't already tried the boxes of frozen steaks - they make a great dinner
Complaint Tie-Ins
- Had I not said anything or not gone back to the store, I would not have gotten my frozen items that I paid for
- I tried to resolve it over the phone and it didn't work so I went to Plan B - in person
- I knew what I wanted as outcome - my items. If I wanted a refund, I would have continued to pursue the phone or email options
- I didn't know for sure if it was going to work but it was worth a try and look - free ice cream!
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