We now have to call the DM every time we have to say no to an on-line order .... this is getting out of hand if you ask me . AS the person always has to say, on this one I agree time to DRAIN THE SWAMP
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It does not help when only 1 person is on in MPU and one cistomer orders 11 different items of clearance apparel....and the merchandise is all mixed and jumbled up on clearance racks....then the snic goes off for a customer at MPU and the MPU associate has to keep running back and forth from MPU back to the floor to try to find the .com orders.....There are no MCA's scheduled due to hours cuts so the MPU associate is thrown to the wolves and gets yelled at for not finding the .com orders while getting yelled at for getting 5 minute coupons at MPU while they were on floor trying to find the .com orders.
I can't speak for other stores, obviously. But in mine (Sears), we have one MPU associate who will only grab hardlines. He says no to all apparel. When I get the notification in CSM I go find the items and resend it. We're consistently at 99-100% for online order fulfillment. But it's because we have managers that go look for the stuff when MPU says no. I'm betting there are plenty of other stores where the managers aren't bothering to do that. Hence the micromanagement. It s---s, but I get it.
@2chd - Wow, that's desperate.
It's a freaking web order. Other stores will get the request and will eventually fill it if the first one cannot, so Sears/Kmart gets the sale anyways.
There are only so many employees that simply say no just out of laziness or because they didn't try. But, the vast majority of us bust our asses for these web orders. I know we do at our store, but inevitably we can't find something and then its the end of the world. Effort doesn't matter. Get the web orders 100% or else.
Maybe, just maybe the "not found" problem with web orders should clue management in to a (gasp!) possible inventory or system issue, or just a good old shrink problem. What a concept, but they don't want to hear that.
At my Kmart store We are now required to first call all surrounding Kmart's to see if any of them have the item. If so we have someone go pick it up and fill the Order. If no Kmart's in our area have it we must use the store "p- card" (store's credit card) to buy the item from where ever we can find it or something similar, so we literally never say no.
HAHA our on line pull system is a joke
On the Kmart side, due to the demand that we NEVER cancel an order, we now just have a growing pile of several dozen orders in PICKING status. I'm sure the customers don't mind waiting a few weeks for their ready to pickup email, if it ever arrives.
It is not because we are simply saying no, just for the heck of it, at least at our store, and that's only after running around the store like we are a mental case looking for the stuff and giving a thorough search. We really look for our web orders because management will breathe down our neck of we don't find it. Sometimes they'll jump in and help us search, we still will not find it and they are still mad at us.
The merchandise truly cannot be found because it was stolen or really didn't ship with RRC even though the computer says it did, because it went to another store (happens a lot) or didn't get packed on the truck. Or, in some cases, it isn't where it is supposed to be. Example: the only lotion left of a specific kind under a pile of junk in a stockroom, removed from its proper location according to stock locator.
I get the impression that management becomes a bit hostile and shifts the blame on to backroom rather than on external factors out of our control. The district manager called us and ranted to us why we said no to fifteen oil filter wrenches. We had less than the quantity required to fill the order, and nothing of Division 9 is tied up in the stockroom (except for very large tool chest) due to one touch so there you go.
The micromanagement IS insane. However, this is probably just meant to eliminate some of the "no" responses on the orders. I carry the MOD snc a lot, and our MPU guys say no a lot. About 95% of the time, once the notification comes to me, I can go and find whatever they said no to.
Maybe they are just trying to figure out why some orders are being declined...could be helpful if you call and tell them why you had to say "no" to an order. No one is saying anything is a store associates fault.
That's going to be a LOT of calling. Hope it rings off the hook.
When you say "no", YOU are to blame because the on hand counts said there were 15, for example, but there are none, because they were stolen -or- they never came on RRC to begin with but we're counted somehow when you scanned the bill of lading to receive the shipment. If it's softlines then it is like looking for a needle in a haystack. IT'S ALL YOUR FAULT!!!
This is getting ridiculous. I agree, drain the swamp. If it comes to wanting a phone call for every "no", that district manager has too much time on his or her hands to worry about MPU associates calling in a "no" for a pair of calico cat socks that couldn't be found. Cut them loose.