Katie B.

As someone who worked for the company for a long time, I know that their biggest mistake was when they started sourcing the stock of the online stores out of the individual retail stores alongside the warehouse. Staff in store were expected to find and process often a ton of orders. No extra hours, raise in pay, additional staffing added, training, additional technology etc were provided after this change. Meaning staff were expected often within half an hour during store opening to process sometimes up to 20 orders along with the many tasks associated with opening the store, while working alone. Processing each order meant finding it, printing out its label, printing out the tracking sheet, printing out a separate label, checking the shoe, putting it in a bag and taping it up, then making sure all the right labels were on it. It was often impossible to complete before store open so the odd time a shoe would be sold in store before it could be packed up, or the wrong shoe sent if staff were getting overwhelmed with in store customers and other tasks deemed necessary by management. Or, what happened most frequently, inventory would be off and the stores would not actually have the requested shoe. Overall this was a very poor decision on their part for customer service, and could be very frustrating for staff as well. They should've kept it in the warehouses or at least hired staff to do stock tasks only to avoid all the mistakes this process caused.