Terrible Customer Experience

Yesterday I placed an order for pick and when I got there 20min later my order was ready and there were a lot of customers and this lady who packs just kept at it and they kept pulling up instead of calling them out... Eventually some one and called out the numbers.. However preference was given to customers who had receipts and we were ignored.. When I started complaining this lady told me that she can't see my order but did nothing and went on to help other customers.. I was the store for a good hour when the order was supposedly ready. Big ups to the manager Nomzamo I believe is her name who searched and found it an the stack of all the order that were spilling up there. My question is why offer pick up when it's "difficult" for them to track the order number? And they know that pay day will be busy why not schedule more people. As a customer service consultant myself I probably would get a warning if I had to do that to a customer but then again I don't think they care cause I mean I'm just one customer

Yesterday I placed an order for pick-up. When I arrived about 20 minutes later, I was told my order was ready. However, the process at the store was very disorganized — there were many customers waiting, and the staff who were packing orders continued working without calling out order numbers. Eventually, someone started calling numbers, but customers with receipts were given preference while the rest of us were ignored.

When I asked about my order, one of the staff members told me she couldn’t see it, but instead of assisting further, she moved on to help other customers. I ended up waiting for almost an hour, even though my order was supposedly ready.

A big thank you to the manager, Nomzamo (I believe that’s her name), who took the time to search through the pile of orders and eventually found mine — her professionalism really stood out.

My concern is: why offer a pick-up service if it’s so difficult for staff to track orders? Also, considering it’s pay day and likely to be busy, why not schedule more people to assist?

As a customer service consultant myself, I know how important it is to value customers’ time and experience. I hope this feedback helps improve the process, because I really do want to continue supporting your business.