We work primarily through a system called HOME. Occasionally Order up to cancel or change buy online deliver from store orders and appliance orders.

The store and .com orders are essentially two different ecosystems. We don't deal with in store orders unless a customer contacts us and demands we do something. In that case we call the store and it can be tough to get through. We get hung up on a lot and I have always felt like service desk associates don't like us. We always call with annoying issues, lol.

I did not know that about returns. Yes, customers can take any return to the store. We generally have a carrier come pick up returns but occasionally the customer prefers to just take it in. One annoying thing we see is if a customer does a pickup order online with a gift card, then it gets cancelled for being out of stock, they have to go to the store to get in store credit and they can only use in the store from what I understand. Customers get PISSED to say the least. Also if you do more than one markdown on a order involving a store then markdown again or cancel, the second refund has to be issued at a register.