Update- got in touch with Donnie, everything has been resolved! Thanks again Donnie!
Hey Donnie,
I don’t particularly need anything resolved but I went through this exact same scenario last winter when the ogilvy pads were sold out and I was trying to buy one and some other things. Anyway, I finally noticed I was getting charged for shipping (and feel like it happened a few times before that) even though I was being told in several ways that the shipping was free. When I called, I got the same “one-time adjustment” line.
I just mention it because I do think you might want to provide coaching to all your CSR. This might be a more wide spread issue.
Thank you for the feedback, DandyLonglegs!
In addition to addressing the issue directly with the team member, we’ve been talking about this at a management level to ensure we are solid on training, retraining, retraining again and retraining again, just for good measure
This is a bit off topic, but my barn has the “Barn Saver” program,and I’ve been able to get free shipping even on last-minute small items. I know I can makes changes to the order by the end of day Tuesday, and it will arrive on Thursday. I’m surprised more barns don’t do it.