Phone and check items are in stock…
Phone and check items are in stock before you place an order online. We ordered 38 items that were indicated as in stock on their website on the search and cart page, but apparently customers are expected to open each item individually to check stock numbers there.
When they picked our order they advised 7 of them were not in stock and they had no plans on ordering more anytime soon. We have been offered store credit, which leaves us out of pocket and out of goods, and been told if we want a refund we need to pay a 10% restocking fee to get the money back for the items they did not have available as advertised.
After calling the store to find out what had happened with the 31 items they did have in stock that I paid for, they advised they decided to keep them aside even though I had requested and paid for express shipping.
At no point during the ordering process was I made aware of the 10% stocking fee for items that are out of stock, or the need to check each item has sufficient quantity in stock myself (most websites do this for you). Maybe these are some changes you could implement to make the shopping experience less painful for the next person.