Nothing wrong with what she did! They wasted her time. It took 15 minutes to serve her. Who knows how long she had to wait in line--there is usually a line at customer service during holiday shopping. Stores offer services like shopping online and picking up in the store for convenience. When their own incompetence renders that service inconvenient it isn't over the line to ask for compensation.
Consequences are good. They need to get their act together. Picking up an item bought online would seem to be well within the purview of customer service, so why didn't they know how to do their jobs? As a customer, I am not there for them to cut their teeth on their procedures. My time is worth something and they should be very careful about wasting it.
This doesn't sound like a "mistake" but people not being properly trained. I know that many new people are hired during the holiday season, but its not like the holiday season is a complete surprise--it comes around the same time every year--plenty of notice to train people properly before putting them out there in front of the public.
As much as I hate the idea of being a SS or being perceived as 'entitled', I agree with the bolded when shopping. I'm like an eagle watching things get rung up and there was one grocery store I used to shop at in the state I used to live in that would regularly have products ringing up for more than what they were labeled on the shelf. Since I grocery shopped 2-3 days a week and this was a smaller town (but a big store) they knew my face and wouldn't question me when I'd catch a mis-ring. Heck they trained me to carefully pay attention to prices. One day I just happen to look up while shopping and saw a banner hanging from the ceiling.
It said, "If one of your items scans incorrectly, it's yours - free of charge." The sign specifically stated that grills were exempt.
I kid you not, no matter what cashier I pointed that sign to after a mis-ring, they'd turn around and stare at the sign and then back at me as if they'd never seen it before. Since I was in there 2-3 days a week catching mis-rings EVERY. SINGLE. TIME I shopped, I always got a few bucks off my bill.
But it worked because the mis-rings started really tapering off, especially since I told all my friends and it was the only grocery store in town.
I have a feeling I got the sign pulled down, though. They mis-rang a $33.00 container of protein powder so I got it free. The manager had to okay the comp and I watched him go right to the shelf and clear out all the other protein powders so that no one else could grab one before he re-labeled it with the correct price.
The sign was down a week later.
But I agree that consequences are good and they needed to get their act together. Just because they were the only grocery store in the area did not give them the right to be sloppy in their service (in this case I had to pay more than the usual attention of prices and at the register). Even at Wal-Mart, where I do my usual grocery shopping I have a habit of wanting to have the conveyor loaded so I can watch the prices on the digital display as the cashier scan the products. They're no where near as bad as that old grocery but it still happens.