Big W Online service Click and Collect

Melb69 on 07/11/2019 - 21:23

So I place an order for 4 items on the Big W website. Goes fine. Get a nice call the next morning about an update and the person is organising the items and will let me know when ready for pick up. Then get an email later saying 1 of the items isn't available and they will have to refund for that item.

Get an email saying other 3 items are now ready. Pick up items after work. Decide just to go into the section where the items would be located. Low and behold. There are at least 5 or more of the same item on the shelf. Does Big W get their online stock out of the back of house rather than also makeup shortages from the front of the house stock?

I know Pet Warehouse have a horrible system whereby if you click and collect that item comes from another warehouse to that store. Last time I did a click and collect there were the same items on the shelf already, yet I had to wait a day for the same item.

Oh well picked up what I wanted anyway. Assume its just a stock management issue where floor stock and back of house online items are separate. Pays to still check floor stock if you really are after something not online.

General Discussion

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BIG W
BIG W

Comments

  • GoldenDragon888 on 07/11/2019 - 21:33

    I had the reverse. I wanted a particular item and I was in store. It showed as available for pick up via the app. I couldn’t find it. I asked an assistant. She was useless. Supposedly checked out the back and couldn’t find it. I showed her the app and she was like meh.

    So I just put in an order then. Received notification the next morning that my order was available for pickup.

    • Melb69 on 07/11/2019 - 21:45

      I now think online must come from back of house. Girl mustn't of been able to find it back there. Especially if it was ready the next day. Someone must have found it. Suppose it makes sense not to include store stock as that may move off the shelf quickly if sale item and the system can't keep up with stock levels. If back of house they can control stock. Just annoying the dam things were on the shelf. They would have missed out on a sale.

  • try2bhelpful on 07/11/2019 - 22:42

    The Pet Warehouse one is annoying - more because I would rather not have the packaging than anything else. However, I did get a good online discount last time I used their click and collect. Don't know how the stores are affiliated so there might be some issue about stock provision.

    • Melb69 on 07/11/2019 - 22:45

      Yeah your right. The chicken feed we picked up was in its own cardboard box as it came via their warehouse service to store. I could have just grabbed the bags off the shelf. No extra packaging.

  • pinchies on 08/11/2019 - 00:01

    OP - how frustrating. Its hard to know whether to blame laziness, ineptitude or just bad processes — or some combination of those.

    The amount of times an item I want is "in stock" online, but in store can't be located on the floor or back of house, is astonishing.

    I've had some funny stories too - one time at bunnings a stack of high-discount items were in-stock but could not be found anywhere. Like 5 different staff members thought they could find it and failed. In the end, it turned out they were thoroughly hidden behind other items deliberately, because apparently higher-ups from management were coming to inspect the store, and apparently they forgot to unhide them later on. It ended up being a win for me though, got first pick of the lot! :D

  • jjjaar on 08/11/2019 - 08:21

    I’ve had instances where it’s shown as available online but it’s not in store. But in these cases, online was pickup next day and staff advised they were expecting the delivery of that product that evening or next morning, that is, between ordering and when pickup would be ready.

  • John Kimble on 08/11/2019 - 10:32

    I think it's more common than you think. Stores probably have enough trouble keeping track of their own traditional in store stock, let alone click and collect stuff too.

    I remember when I bought the X50 Bluetooth speaker from TGG, had a few issues due to stock not existing when the website said it did. Ended up getting a refund and price beating at officeworks…

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