Click N Collect – why is such a simple concept so hard to implement?

Click N Collect (or Click & Collect and Click and Collect) is a fairly simple concept that in my experience has not been implemented well by any Australian retailer and it appears they have not bothered to put any thought into how the service will operate.

None of the Click N Collect services that I’ve used will permit you to order if the store has no stock (even though the store may actually have no stock like Harvey Norman and Masters) which isn’t logical unless the item is a clearance item so you often have to check multiple stores to find stock instead of using the closest.

Harvey Norman

Ordered two Logitech keyboards during a sale that started on Saturday the 24th of August at a few minutes after midnight, both keyboards showed as in stock. Order confirmation came through at 8:33 the same day showing both keyboards and a delayed order email at 9:40 saying that the second keyboard was on backorder.

On Thursday the 12th of September a ready for collection email was sent at 10:30am, it only included the details of the first keyboard but I assumed the other would be on the order. Included on the order are the store hours which showed trading for the store to be 9:00am to 9:00pm. I arrived at the store at a few minutes after 8:00pm and they were closed, the sign on the door showed they closed at 8:00pm but they allowed me in to collect the keyboards after I explained the times on the email.

To collect I had to provide my drivers license which they photocopied and the pickup wasn’t as fast as it should be. Was told that a tax invoice would be sent to me electronically which it was before I left the store. On the stock situation I was told that there is no link between the online system and the stores and they have to process the online orders manually when staff arrive in the mornings.

I discovered the main keyboard was actually an ex demo or similar with dust etc on it and missing some packaging but they ordered in a new one and swapped it over without any problems. A Click N Collect order for another item on the 21st of October displayed the same hours with the incorrect Thursday times so clearly no-one has bothered to fix that.

JB HiFi

Sony camera ordered Saturday night from JB HiFi Mt Gravatt and as per their Click N Collect guidelines I should receive an email that it’s ready for pickup within two hours of the store opening. After ordering the camera I received a confirmation of order email (not a tax invoice).

At 1:30 on the Sunday no such email had been received and there was confusion when I rang as they said initially there was no stock and that it would be arriving shortly and they couldn’t see the order. After discussions with a manager I was told that they had a break in the night before and the cameras were stolen. I asked for the order to be transferred to another store with stock and picked one of the city locations. No confirmation email of the changed order was received but on Monday at 8:30 a ready for pickup email came through (also not a tax invoice).

When I collected the camera I was only given a slip to get me out the door and was told a Tax Invoice was emailed to me.

Email sent on the 16/11/2013 requesting a tax invoice and asking if they have plans to change their click n collect system to send a tax invoice when you collect it.

Masters

Placed an orderclick_n_collect_masters_01 for a welder and helmet combo that was showing as in stock and available on the 1st of September and immediately after the order was placed a Tax Invoice is emailed. A check of the stock shows this as still being available at the Tingalpa store on the 15th of September but a call to the store shows no stock and no ETA.

On the 8th of October confirmation that the welder was ready for collection was sent and the welder was collected on the 11th of October. Pickup was easy although the items were not waiting for collection at the Click N Collect counter and took a while to appear from the back.

No updated Tax Invoice has been supplied so I have a welder that has six weeks less warranty. This would be an easy change to the Masters system to send an order confirmation at time of order and send the tax invoice when you collect the goods.

Attempts at contacting Masters by email have been made more difficult by website issues and their removal of any way to contact them except via online chat (only during business hours) and phone (only during store opening hours). For a company that prides itself on customer service why make it difficult for customers to contact you?

edit: I used the online chat feature on their website to contact them, after a while they came back with an email address, I sent an email and a few days later received an updated tax invoice. They didn’t answer the questions I asked regarding invoices being sent out prior to collection instead of at the time of collection.

Early in 2014 I ordered some storage containers using a discount coupon that expired that day from the Springfield store which required purchase over $100 for a $25 discount, received an email saying they were ready for collection (the email only included three items but I didn’t think twice about this as it wasn’t unusual for others to only list a few of your items and not all of them).

Arrived to collect them after a 30 minute drive and they only had three items totalling $20 out of the $120 worth products that I ordered. I raised a few issues with them such as the stock showing as available at the time of order, the fact that they clearly didn’t pick the stock from the shelves in a reasonable time allowing it to be sold, that they didn’t communicate the other items being out of stock and my loss of the $25 discount. It took a while but I managed to negotiate a $15 gift card as part compensation but why is Click N Collect so hard?

Officeworks

Ordered some batteries for pickup on the 26th of August and was advised they were ready on the 27th. Process for collection was slow with the items being held out the back and the amount of checking including collection of credit card details and having to sign for collection was way over the top considering the order was only $18.00.

Dick Smiths (DSE)

I’ve used Dick Smiths Click & Collect service a few times for batteries and have found their website to be particularly unintuitive and whilst the stock has always been waiting it’s out the back and takes them time to find it.

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