Used site to store option to pick up some hardwood flooring. Joseph went to pull my item which took over 30 minutes, I see him proceed back to the pickup desk and take customers without giving me my product. I approach him only for him to say " I can't find your item and I have to take customers." I was livid, he had no plans to assist or determine the status if my item. I had to request a manager for any assistance. This guy lacks customer service and critical thinking skills. After he talked to a manager. I find out it was on stocked in the flooring dept. and required a fork lift to get down. Waited another 15 minutes for the item to finally arrive. John, manager, took off 50% which was a nice, however, some serious improvements need to happen at the site to store desk if this is going to be an advertised option for quick "run in and out" convenience. Definitely didn't happen today, and I'm apprehensive to try this service again.
Suggestions:
1. Discuss critical thinking with Joseph
2. Add another computer for 2 line option, particularly during peak times.
3. If not another computer, another team member dedicated to pull orders considering the desk was left unattended frequently.
4. Dedicated seating while you wait.
