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Professional supply houses are usually that way, too.

Graybar[1], for instance: There's a counter with bar stools, and behind that counter are people who know their inventory very well.

I just walk in and tell them what I want. They write it all down on paper faster than I can say the words and then disappear into the back to fetch it while I help myself to a free ice cream sandwich from the freezer over on the right that one of the local trade unions provides.

[1]: Graybar is a US-based electrical supply place. The companies I work for have accounts there, but as far as I know anyone can walk in and buy stuff. They also have some datacom stuff. If I'm in the middle of Nowhere, Ohio and need, say, a single-mode patch cord today, then there's probably a Graybar less than an hour away that has one in stock. Otherwise, they'll have one for me tomorrow before 7:00AM.

[ryukoposting]

The instant I read the first sentence of your comment, I thought "McMaster-Carr but for food" might be the most appealing pitch for online grocery delivery I've ever heard.

...with the caveat that McMaster's facilities are staffed by people, not robots.

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Amusingly, the Kroger near me is almost that way already.

Log into website, fill the cart, pick a time window, and push the button to order it. Someone starts working on it nearly instantly. The order is picked and waiting in a few minutes.

It's fast as fuck. Except...

---

If someone at Kroger ever reads this, then:

That time window aspect is the part of the system falls down hard for me.

Before I order, I have to pick a window in the future when I want to pick it up/get it delivered.

"I'm ready when you are; ASAP" isn't an option. Nor is "I'm already in the parking lot, you bunch of dweebs -- just bring my stuff out. Please?"

So if it's 6:05 when I order and the next window starts at 8:00, and they're fast as fuck (as they are) and have it done in less than 15 minutes, then: I'm waiting around for more than an hour and a half for nothing.

Because until the apparently-completely-arbitrary window is reached: It won't let me check in to pick up. It won't schedule a driver. My groceries are just sitting there (ideally stored at the right temperature but I can't know this) at the store while some wallclock mechanism that was designed by an asshole runs out.

This makes the whole thing feel clunky, stupid, and insulting.

It results a system that I use only when I absolutely do not want to be inside of a grocery store, like when I'm sick as hell in January and every body part hurts. Any other time, it's way faster for me to go in the store and shop it myself.

It should be convenient. It is instead almost always a burden instead of a benefit.

If picking up a pizza from Domino's worked like this, then they'd have gone completely out of business decades ago.

[ryukoposting]

Our Kroger has the same service, we use it a lot. Grocery stores are annoying to me, and Kroger feels almost intentionally designed to piss me off, so that's why we use the pickup order thing. Beware:

1. Prices on the app are frequently higher than prices in the store. 2. Not all options available in the store are available in the app. 3. Don't assume they'll always have it ready on time. Or, at least, don't plan your day around it.

They force you to pick a window because stores have limited staffing, and only so many orders can be fulfilled at once. "Hire more people," you say? Hah!

We don't do delivery, so I can't comment on that aspect of the service.

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I mean: Domino's also has a limited staff.

And most of the process is very similar between Domino's and Kroger.

Just pick out a selection of stuff on a website, and order it. They both provide timely status updates of that order. They both have varying staff levels and workloads. They both certainly have days when they're running very far behind, and days when they feel like they don't have much to keep busy with.

They both have pickup and delivery options; sometimes, with different per-item prices, deals, or fees for each option.

But that's where the similarities end.

If a person orders a pizza at 6:05 and it happens to be ready by 6:30, Domino's doesn't make that person wait until 8:00 to pick it up. They want it gone; the sooner, the better. A person can pick it up (in the store, or they'll bring it out to the car) as soon as it is ready. Domino's does not want any queues at all; neither inbound, nor outbound. And this makes sense: They're in the business of selling pizzas, not storing pizzas.

Kroger isn't like that. If a person orders groceries at 6:05 and the order is ready by 6:30, then: They hold the groceries hostage until 8:00. It's as if an otherwise-complete order just isn't ripe to be picked up by a customer until it has had time to purge itself in a waiting area -- regardless of workload. The queue is mandatory, and is governed not by the physical readiness of the order but instead by the clock on the wall.

This is inconceivably stupid and unnecessary. It serves no benefit to me, nor to the corporation, nor to the employees that work for that corporation. One might think that they'd be aware that they're in the business of selling groceries, but this mandatory purgatory shows otherwise.

(I'll betcha McMaster-Carr doesn't sit on stuff while a clock runs. That's a Kroger specialization. :) )

[ryukoposting]

One difference is that the Domino's employee's job is to make your pizza. None of their other duties are exactly rocket science. I ran a pizza place, I'd know. Meanwhile, preparing your grocery order is maybe the third priority on any given Kroger employee's list, behind running a register, stocking shelves, inventory, cleaning, tending to Kroger's spastic self-checkout machines, ...

I guess I prefer my groceries to be ready at a predictable time, rather than sitting around waiting between 1 and N hours. No experience I've ever had with food delivery in the age of DoorDash has made me think "yeah, I want more of this experience in my life."

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Oh, man.

My nephew works for Kroger, primarily picking stock for online orders.

He's a good dude and I enjoy hanging out with him, but I absolutely promise you that he doesn't do all of those jobs. He doesn't do anything quickly-enough to shift roles like that, and never has. To use a polite managerial description: He definitely works at his own pace.

I don't see that kind of task diversity at the store I usually shop at, either.

The register people do register stuff. The self-checkout people do self-checkout stuff. The order-pickers do order-picking. The people who bag groceries and fetch carts just bag groceries and fetch carts. The produce folks do produce. The florists florist. And so forth.

Sometimes I see a management-type range-walking from one problem to the next, but even that's exceptional.

It's the only real grocery store we have in the small city in which I live, so I get to spend a fair bit of time there whether I like it or not. I've spent years passively becoming familiar with the people who work there, and the jobs they do.

If they moved around much between different roles, I'd have noticed it by now.

(It's also a union shop, which may have something to do with it. When high-speed shifts from pushing a broom and heads out to the parking lot to fetch carts before he starts sorting produce, he's taking work away from the people who normally do those jobs and diminishing their roles. Unions may tend to dislike that kind of thing.

We didn't shift around much when I worked in union retail, either. It was a big deal for me to spend a day away from my department to help out with another one that was short-handed, and an opportunity was always presented for me to say "No, I'll just keep working where I normally work."

It was an even bigger deal if they needed help over on the grocery side of the store, which had a completely different union with a completely different contract. The union guys had to agree to allow it every time before that could happen.)