To keep the story short, my wife placed an order online and we received the confirmation email saying that it was ready for pick up. I drove to Target and the journey began here….
The First Visit
I had waited nearly 45 minutes in my first visit. In the beginning, they instantly pulled two baby formula powders and a baby lotion. I thought it was quick and expected they pulled out the rest in next couple of minutes. Surprisingly, it took them almost half an hour trying to figure out what did my wife purchase and located my order. I felt sort of relieve when they finally brought out two boxes of diapers and one wipes from the backroom. But, there were more to my order!!!
I told the staff that my wife ordered total four boxes of diapers, and it took them another 15 minutes to find my order. Eventually, they told me that they DIDN’T HAVE my diapers ready for pick up and that they didn’t know when will it be ready. And I was not allowed to take my partial order home and come back for the rest. The staff told me once I take the order, they would process the payment and complete the order, even they didn’t have the stuff ready to fulfill my order. He said he was willing to offer a gift card in return for the missing item in my order. I didn’t accept his offer because it was part of Target deals, in which I will receive $40 gift card when purchase $200 or more and $15 when purchase 2 boxes of diapers. That said, I wouldn’t able to receive the $55 gift altogether if I canceled my order partially, which would completely destroy the purpose of placing this order. So I ended up spending 45+ minutes in the store for NOTHING, and I was really upset and frustrated with their inventory system, pick up policy, and customer service.
First of all, it was taking too long trying to locate my order ( I don’t think 45+ minutes waiting time is acceptable in any other retail store, but I stayed and waited patiently because I didn’t want to make a another visit to the store). The communication between store front and backroom should have done better, and the backroom should have notified the store front if they couldn’t find anything. Secondly, you should have held my order somewhere when you sent me the confirmation email. It was hard to believe a grocery store like Target would have made this kind of error with their inventory system. I wouldn’t be coming to the store if my order weren’t ready. Upon receiving the email confirmation, I would expect my order is ready as soon as I walk into the store and that the staff should know immediately whether or not they have enough to fulfill when they pull up my order. Promised that products were in stock and the order was ready for pick up, but provided nothing to fulfill in reality, what kind of inventory management is that!!???
The Second Visit
I made another visit to the store trying to pick up my order. This time, I thought it will be faster for them to fulfill my order as the staff had already pull out part of my order during the last visit, and all they need to do was to bring me the last box of diapers. But I was wrong again. Feeling hungry and thirsty, I stood there and wasted half an hour waiting for nothing. During this time, no body had brought me anything from the backroom.No body seems to be following up with my order, and I didn’t see any interaction between the store front and the backroom. What is going on here? It seemed like they didn’t care about me!
I asked the staff again for my order and told him that I had been waiting long time. I have to give credit one of the staff because he provided decent customer services. He offered me a drink, free, of course! He followed up with my order and asked me to have a seat in the coffee shop while waiting. He explained to me that there were some confusions in the backroom and they had started working on my order now. I don’t understand what was going on with Target inventory system and why couldn’t they fulfill my order sooner. After another 15-20 minutes, a staff finally pulled out a shopping cart with my order on it. She apologized for the long wait and compensate me with five $3 dollars off coupons. I left the store after confirming my order, and the nightmare ended here.
Although they offered a drink and a few coupons, I still upset with Target operation. Maybe it only apply to this particular store? I never had problems with other Target before, and the staff has always been quick and responsive. Maybe my order was too bulky? Not sure, but they cannot eliminate the fact one can order as many as he /she wishes. They got to be prepared for large order!! I believe Target definitely need to address the issue and seek improvement. From now on, my wife and I will avoid going to Hayward North Target as much as possible.