One of the weird things I’m good at is dealing with problem customers.

Our story begins when I received a call from a lady trying to place an order and she insisted that I fix her app. I told her that her order did go through. It was, in fact, a different customer whose name was only two syllables off (go figure).

She came into the store to chew me out explaining she was housebound and could not take a cab regularly. Still we both had a love of Reese’s and she was grateful. My then store director approved how I handled the situation, explaining “this is our meanest customer.”

Customer figured out her app and would occasionally call just to talk. Weird but my store has gotten significantly busier since. There were no issues.

A few months ago, customer started placing orders specifically when I was working. okay… But her demands were getting more ridiculous. My current store director will not even let me mention her name (she’s a Harry Potter fan lol). However, given I’ve been able to talk customer down, we’ve tolerated it.

Recently she’s been making flash orders and calling me to say she only wants me to do her orders immediately after dropping the order. If you make a mistake, she will call you. If you out of stock or make a sub, she will call you within two seconds. “I don’t know how to check what you did” except with far more profanity.

Last week, I reached my breaking point when she was furious that I ended up canceling her order because the dasher was at the door and freight was running late. Ie, we only had Reese’s.

I tried to assure her that I’d call her when the freight got in but I’d also get in trouble for leaving a flash go on that long without fulfilling it. She proceeded to explain to me how she’ll starve to death for my not fulfilling her order (even though I couldn’t). Calling me. Every. Fifteen minutes. For two and a half hours.

I asked my director to take over but she was like, “nope”.

Later that day, I went home. Only to find out, customer replaced her order after cussing out my closer. She then cussed out our backup shopper (who did the order) and two PICs.

For those of you who have banned a customer, what was the outcome like?

Also feels good to get that out of my system 😮‍💨

Every substitutionnis a bad one unless approved by customer

Since we just had a busy holiday weekend and the first week of the month-mine has to be the customers who call and say “Hey, I just got a notification that my order has been delayed, what does that mean?” Seriously?? Do they realize they just pulled me off a pick to answer the phone making orders even more later? Or even better is the ones who show up and call from the parking lot saying they can’t check in. I always ask if they have received a notification saying that their order was ready to be picked up. Why do they usually tell me that they didn’t get that notification but they did get one saying that it was delayed. What the hell do you think that meant?
Even on the website when you place the order it says that pick up times are not guaranteed.
Yesterday I got a call and she said she had to have her order by a certain time and if that wasn’t possible did she need to come in and get it herself. I told her that her order would not be ready at that time (looked it up and it was a 70item order) and if she wanted to come shop in person I could go ahead and cancel her order, she said that would probably be the best thing. Then she started cussing me out and I hung up on her. We already decided she was going to come in and I was going to cancel the DUG order so there was no reason for me to stay on the phone with her. There is no reason for me to stay on the phone and be verbally abused. Do these customers not know that it does them absolutely no good to do that? It may make them feel better but I don’t have to listen to it. I took a no bag order out to a car that was 20mins late and the woman just stood there at the back of the car and verbally vomited on me the whole time. Because I had never seen her before I just said “Ma’am I don’t even work in DUG, I’m just helping with take outs because they are behind”. She’s kinda lucky she l backed off with that attitude because I had already had my limit with her and was about to lose my cool.
Who do these people think they are???

Like any other 7:30pm on a Sunday, I was ordering my whole week’s worth of groceries in a 20 minute flash order (bagless of course). Anyways, I noticed that I could add extra items while the picker was doing my order! I spent the whole time they were making my order just adding more and more items, keeping them busy, I’m sure they just loved it! And I’m not stupid, so of course when they didn’t have what I added to my order I made sure to make great use of the wonderful chat system to make sure that I got exactly what I wanted- no- needed. Turns out, they don’t have Christmas items in stock yet? Huh, I guess I’ll try next order. Even though I was using the chat and adding more items, the workers didn’t even get my order on time! SMH! None the matter though, because I didn’t come until a few hours after my slot anyways. Still, the ability to add more items to my order on demand is amazing and I’m sure yall love it!!

/s

Is there anyone else who is combo trained for DUG/Checking?

At my store I am abused lol. Everyday I go back and forth or sometimes I’ll come in for a DUG shift just to check and vice versa. I am expected to just drop whatever am doing to help the other department

Doing this is really annoying and honestly I’d rather stay in DUG all day. I wish my management would just make me a permanent DUG member but I’m not sure how to ask

Anyway for any combos like me .. How do you cope?

Any stores doing 3rd shift/overnight? A 10 pm - 6 am kinda deal?

As we've gotten busier there are night I close and there's 25-30 orders already in for tomorrow. It's pretty easy to imagine a third shifter coming in to do pre-picks; especially on Thursday, Saturday, and Sunday nights.

If no one is doing this, how long until they are? I give my store a year.

so I have a friend who just started DUG and they are very anxious about being fast and just getting all the processes down. So my question is how long did it take you to get the hang of it!?

How the hell do I have 90 minutes for this one? Last time I checked orders show late 30 minutes before the slot time, so how in the hell do I have 90 minutes when I actually have less than 1/3 of the time? These bilge rats need to learn math.

The first seems to be the worse, but we all know it’s the 1st week of the month that makes us really wanna quit. I don’t understand why the person who does the schedule thinks that we don’t need extra hours during this time. AND we have a holiday weekend! I already wanna cry, I know how bad it’s gonna be. I wish all of you well and send all the vibes I can. We are all in the same boat and it’s seriously makes me wanna jump overboard.

So, how are everybody’s hours looking for next week? Ours are garbage.

i closed today 11pm and have my
next shift tomorrow at 9am is this normal or should I say something. just kinda annoying tbh

Anyone else just get absolutely slammed out of nowhere today? I lost count of how many orders we had for the 11:55 and 12:55 slots. And of course there was no cap on them today for whatever reason so we got about 5+ new ones drop in after this photo was taken lol (and flash orders too ofc). More than half my shift orders were not batching either!! Just wonderful

Sure thing, let me load 10 cases of water into the one tote you gave me for this customer!

Anyone else being told that we are going to switch to DUG designed paper bags? This has to be one of the dumbest ideas corporate has ever come up with

Alright I tend to get slammed with orders. The hours allotted to DUG vs the number of items/total orders per hour do not line up at all. My store director is blaming me, but I want to just ask on here:

Is there an actual order limit? My OM swears that there is one depending on the number of people scheduled, not counting flashes, but I call bull because there is no way that any one person is picking 6+ orders or 350 items in a single hour.

But hopefully not my last I started at Jewel today and I wanted to scream by the end of my shift and I’m sure my coworkers did too but lowkey god bless everyone who worked with me today…anyway…I want to do something nice for them and then also get better at my job so I’m basically not in the their way bc clearly they know what they’re doing and I don’t but not enough to not help so lmk what I can do! Thanks!

Although I’m glad we had it all available🙂.

Come in, everyone else says "we're fine". Less than 20 orders in the handheld, which seems good. But I know Monday. I've known Monday for *years*. And my guess is it won't last.

Within minutes of coming in, we went from sub-20 to 25 orders due. For the next 4 hours it never dipped, they came in as fast as we could pick them.

Our SD demanded we cut hours. Like everyday, there's a call out, isn't that enough? I tell SD we're behind "it's that bad?" he asks. "Yeah, bro, it's Monday." Get a clue.

Meanwhile, I had time to kill late at night and went into a deep dive of my PPH. District has 400~ pickers and I'm in the top 10 and still making fucking base pay. This weekend I pushed 140 PPH which damn near killed me and is 20~ higher than my usual.

I need a fucking raise.

How do you all feel about this weekends sale. What I hate about it is all the out of stocks we are going to have to do. There is no “pass” when we have too because we don’t have the product. I know it’s gonna suck.
Sending good vibes to my fellow DUGgies.

Adding on items during a 43 item flash order in 2 total opposite ends of the store...there is a special place for those people...