Greetings from America’s shopping capitol! Okay, no one actually calls it that but maybe they should. As a reminder, I recently moved to NYC and while Ketner Group always lived and breathed retail, I’m now drowning in all things retail on a daily basis. As a consumer, wherever I go, whatever I do, I’m surrounded; I can’t escape the world of retail!
My ever-growing list of NYC retail experiences has been full of ups and downs. With that in mind, consider this Edition 1, Volume 1 of a little series I call, “NYC Retail Hits and Misses.”
Hit: Happy Returns
Pretty soon after I moved, I realized I needed another sturdy pair of work flats. I’d been toying with the idea of investing in a pair of Rothy’s for a solid year. After a friend posted a review and discount code, I sucked it up and made the investment. One problem. I wasn’t sure what size to buy. I range anywhere between a women’s 8.5 and 10 depending on the brand and style. After some back and forth, I settled on a size 9. I was wrong. I loved the shoes but sadly, they were too small. Given that Rothy’s doesn’t have an NYC store, I expected the exchange process to be a hassle.
Enter Happy Returns. Despite my daily consumption of retail news, Happy Returns was not on my radar (as I was writing this blog, PayPal Ventures announced an $11 million investment in the company). Happy Returns enables “‘buy online, return to store’ for retailers without stores.” Using Happy Returns, the exchange process was, well, happy. I simply walked a few blocks to the nearest Happy Returns partner location, Paper Source. My exchange was processed by a store associate and I was on my way, but not before picking up a birthday card.
The beauty of Happy Returns is three-fold, benefitting the customer, retailer and location partner. Happy Returns processed the exchange instantly and Rothy’s didn’t wait to receive the return before shipping the larger size. Meaning I ended up with my news shoes faster than with a traditional online return. Happy Customer. The ease of the experience (not to mention the actual shoes) means that I will be a return customer. Happy Retailer. And I didn’t leave empty handed; I made a purchase at Paper Source. Happy Location Partner. All around, Happy Returns!
Miss: Whole Foods and Amazon Prime Now
As I mentioned in my Q&A, grocery shopping has been a bit of an adjustment. Since I moved into my own apartment and my pup Mackey has joined me in the city, I find my time even more limited. With this in mind, I gave in and decided to try Whole Foods “Two-Hour Delivery” through Amazon Prime Now. As Greg mentioned in a previous blog, the free two-hour delivery promotion is kind of a joke. It’s a two-hour delivery window, not delivery within two hours. Nonetheless, I ordered my groceries on a Saturday and scheduled a delivery for the following evening when I knew I’d be home.
The following afternoon around 5 p.m., I was notified that a shopper was picking my order and selected a few replacement items. My order was picked and placed in the cooler to await drive pickup. Next thing I know, it’s 8:30 p.m. on Sunday evening, 30 minutes after my scheduled delivery window and no groceries. My groceries were still sitting at a Whole Foods in…wait for it…YONKERS!
Now if you know anything about geography and getting in and out of NYC, you’re probably, like me, thinking, “That’s BONKERS!” Well after 45 minutes on the phone with Prime Now customer service, I was left with “this seems to happen a lot in NYC” (well, duh, you’re trying to get someone to deliver groceries an hour away for a minimal tip), a $30 credit in my Amazon account and no groceries.
NYC retail FAIL.
More NYC Retail Hits and Misses to Come
With almost four months of living in NYC under my belt, I have a few additional NYC retail tales stored up to tell and many more to come. Stay tuned for the next edition of NYC Retail Hits and Misses to learn more about what the retail industry is getting right and where there’s room for improvement.