Actually started out well
I had found online exactly what I wanted at a price point near the low end of my desired price range. The transaction was hassle-free and the bookcases were shipped at no charge to a store nearby. They even arrived early! All I had to do was pick them up, what could go wrong?
Let’s take it from the top. I knew I had to go to a special pickup desk in the store, but I didn’t know where it was. So I went to the Custom Service deskin the front. I got immediate help:
me: Where is the Site-to store pickup desk?
associate: All the way in the back, right next to the photo counter.
So far, so good. I found it right where she said it would. That’s when the wheels started coming off the wagon. There was a touchscreen and a sign which read “Touch here and an associate will be notified.” So I touched the screen which cheerily advised it had notified someone. Then I waited. And waited. Associates walked by, coming in and out of the stockroom door next to the pickup desk. Oblivious, evidently, to my presence.
After what seemed forever (but probably was less than 15 minutes) an Associate suddenly (finally?) noticed me.
Associate: Is someone helping you?
me: No. I touched the screen, but no one has come yet.
Associate: I’ll get someone for you.
Then she walked off. After a few more minutes, I was joined by another customer. We waited several minutes more and, finally, an Associate appeared and logged in to the terminal.
This is what some call a “Moment of Truth.” It was the opportunity to overcome a minor service failure and deliver. Or not.
You can guess which happened.
You’ll have to wait for tomorrow’s post to find out for sure.
Just Sayin’
