It isn‚Äôt often that I take the pen in my hands but I felt this is one of those¬†times when I felt I would be able to¬†convey¬†the message the best.
As some of you have noticed, we recently¬†introduced¬†a¬†
For a long time, we had been¬†puzzled¬†that many orders slated for store pickup were never claimed. Of those that were picked up, many (over 20%) waited for over a month before being picked up.¬† As you can imagine, this added up over time. With the limited space in NYC this¬†situation¬†grew out of¬†control, and we were out of space at the pickup counter.
About a year ago, we tried to address the situation by sending out reminder emails as well as trying to reach¬†customers¬†by phone. It¬†helped¬†a little but not enough. Unfortunately, this also added labor costs. We considered putting an end to the in-store pickup service, but before doing so we surveyed our customers about their reasons for ordering store pickup. The top three responses were:
Since some of our customers benefited from the service, we decided to keep it and instead add a small convenience¬†fee to cover our costs while maintaining the option for those who benefitted from the speed and convenience.
I would love to hear your thoughts and if you feel there is a better solution. We are certainly open to other ideas.