The store was not busy and there was no line when I checked in to pick up my mobile order. The first associate spent about five minutes looking for my bag which contained two childrens items. He could not find it and in the time span, a line of five or more customers had developed. The lead manager was on the sales floor watching the cash wrap and made no effort to assist him, despite the associate's clear distress in not being able to located my item.
She tossed down the shirts she was refilling and walked behind the cash wrap and asked what the problem was. She said "here it is" and condescendingly gave the bag she had grabbed off one of the shelves to the associate. I already had out my id, he went to scan my pick up pass, never asked for my id but gave me the bag. I immediately refused to take the bag, as it contained a pair of women's shoes. I stated that wasn't what I ordered and the manager came back over and rudely stated that the order printed on their order is always correct and that I was mistaken.
She then flipped the paper bag so I could see how it printed and she snidely said here's your order information. I matched her tone of voice and stated that if the associate had bothered to check my photo id, which I had out the whole time and they never verified in contrast to their stated policies, they would've seen it wasn't even the correct bag.
The bag she had pulled belong to a person named Carrie, not me. The manager, in her haste to fulfill the order, grabbed the wrong bag off the shelf and then gave it to the original associate to then finish the order. The manager, once the error was pointed out, didn't apologize to either me or her associate, who she made out to be an idiot. She glared at the bag and the other associate, set her lips/mouth in a firm line, and then she stomped off to the mobile order shelf and they both began searching frantically. By this time I had been waiting for over ten minutes, and when they finally found it, they blamed another employee for placing it on the wrong shelf.
Not once did the female manager apologize to me or her coworker, because she was the one who grabbed the wrong bag to begin with. I felt bad for the associate for having to work with someone like that. As a result, I will not shop that location again and I doubt I'll order from ON again. It's not worth the disrespect and rudeness for a pair of $5 leggings. read more
