Cabela’s UX & Post Purchase Experience Review

The Perfect Product Page Template™

This free template will help you engineer the ultimate product page to increase conversion & revenue while minimizing future returns!

Homepage

Category Page

Product Page

Drop Down Menu

Search Result Page

Shop by Store

Store Detail Page

Cart

Checkout

My Account

Purchase History

Order Details

Return List

Return Reasons

Return Method

Return Review

Return Confirmation

Return Tracking Page

Homepage

Category Page

Product Page

Drop Down Menu

Search Result Page

Shop by Store

Store Detail Page

Cart

Checkout

My Account

Purchase History

Order Details

Welcome Email

Order Confirmation

Ready for Pickup

Order Shipped Email

Return Confirmation

Page	Page Speed (Time to Interactive)			Accessibility
Page		Desktop	Mobile	Desktop	Mobile
Homepage	5.6 (sec)	30.4 (sec)	68	80
Search Result Page	4.2 (sec)	17.6 (sec)	68	76
Category Page	4.4 (sec)	18.9 (sec)	69	83
Product Page	7.5 (sec)	30.5 (sec)	55	56
Cart Page	3.6 (sec)	14 (sec)	65	77
Checkout (each step)	2.8 (sec)	16.2 (sec)	77	88
Order List	3.2 (sec)	16.3 (sec)	75	76
Order View	2.8 (sec)	13.1 (sec)	75	89
Cabelas.com Speed and Accessibility data provided by Lighthouse

Transcript

Hey guys, welcome to WeSupply! This is Virgil. I want to show you today how Cabela’s does curbside pickup. So this is an outdoor hunting fishing activity website. Basically is the same company with Bass Pro Shop, so in some areas of the country that’s basically their sister company. Let me show you how they do it.

So, if you come to the website, they basically automatically detect your location and the closest store. So I’m currently in Philadelphia, but there are not that many stores in this area. So the closest one is actually in Newark, Delaware. So they automatically set this up. Yes, I allowed afterwards to detect my location, but they already detected it. And that was really good.

What I also like here is that in the Header, they are already advertising the curbside pickup at all stores. And that’s available. And basically, that’s about it. They are not mentioning curbside or other ways of shopping on the website Sorry, guys. But here in the header, you can have that and you can click on it, and you can read how they do it. They even have this really cool video that explains how curbside actually works, how you can select the store and pick it up there. So you guys can watch this as well. Really cool. When you arrive at the store, we’re gonna go there and check it out how it works. I’m gonna probably have to call them. Last time with Walmart, if you guys watched that video, they basically didn’t even answer the phone. So we’ll see how they do it here. Anyways, this is how Cabela’s does it. Are you guys ready? Contactless curbside. Let’s do this.

If from the homepage, you go to the category page, you basically can see that you can actually shop this entire website based on location. So if I check this off, available in store, I can see all the products that they have available in this location. This is really cool and I’m going to shop this way right now. I have some products that I selected, some of them that are available, others are not.

Let’s get started! Going to get this Rangefinder.

First of all, the location of this section is really bad. This should live here, not here. Like the Add to Cart buttons should be right here next to the product. I’m not sure why they do this. But overall this is like just really bad.

They have reviews, which is good. They have pros, no cons. This is the best product in the world. So this is not even considered the bad one. Okay, anyways, let’s do this.

So here, this product is available to ship to the address, or ship to home. Free pickup in store, order by 4 p.m. Right now it’s 2:46, so we have time for same-day they pick up, in the store curbside Newark Delaware. Store availability, they have it, but limited stock.

And I can change this, so let’s take a look how this looks. Okay, current location. Yes, take it and I can change it basically. Cabela’s Newark, Christiana mall, this is the same, okay. Why would I change it? They should not list this twice. Anyways, and all the other stores, I can change them.

So this one I’m going to, I don’t really have an option to select if I want it store pickup or ship it home. I guess maybe in the cart. So I select this product. That’s cool.

Then I checked on this product. They don’t have it in the store so I’m expecting it to be shipped to this store. So I’m going to get this. Let’s see where do they have this available, come on, you already know my location. Why do I have to give you again permission? That is bad. That is really bad. So everywhere is out of stock. Don’t ask me much about these products. I’m not an expert. These were basically the first products that came to my mind. Okay, second product.

And the third one, I want to ship it home. And if I order it by 4 p.m. Eastern Time, I’m going to get it home by February 8th, delivered. So I really like this, they don’t make you think when it’s going to arrive. Basically, I know exactly when it’s gonna arrive, February 8th, and my cut-off time is 4 p.m. Eastern Time. I still have over an hour. So I really love this, there’s no guessing game and it’s right here on the product page.

And this is interesting. So I have a size guide. Oh my God. Now this is a bad size guide. I don’t even know where I have to look for. Are they expecting me to find based on the brand? By the time I get there, Yaktrax. Okay, this is the worst size finder. So don’t take it as a good example at all. Anyways, so I’m just going to buy medium and I hope this is good. Oh, I have to select the size and then they’re going to tell me that. Okay, that makes sense. Makes sense.

But this is good, this page looks as it should compared to the rest of them which look like this. It’s really weird. And this doesn’t have the estimator of when the product is going to be shipped, or this, but this has it. This is a different product page. It’s so bizarre. Anyways, I think I added it to the cart. Cool. So let’s take a look. I did multiple times. Yeah, no problem. View cart and checkout. Yes, I have one product. I don’t know why I have this twice. Let’s remove one of them. Okay, cool. And I have this one to be shipped home. But I’m here in the cart and I do not have an option to select by product. How do I want to check out if I wanted to be shipped home or shipped to store? I’m not sure. And this Checkout button is strange. This is not a proper location, it should be here somewhere. Like this is just too wide.

Anyways, let’s try to check out. Maybe on the checkout page it gives me the option. Okay. Error message, go, click on the back button to return. But what’s the problem? I don’t get it. What’s bad? Now it worked. So, ship or pick. So I cannot do both, I have to decide if I want to ship it home or pick it up at the store. Okay, so then I’m gonna do this. I’m gonna select two products that I want to be picked up at the store and the third one to be shipped home. Okay, let’s do that. So this one we’ll remove. Okay, so I have these two, and this one is not available, and this is available. So let’s see. They should tell me to come pick up the Rangefinder and then in a day or two to get the second product. I don’t like it here because they don’t really tell me when is this going to be shipped to the store. So that’s a big miss. I have to guess and hope you know that I’m going to get it this month. But other brands do it way better where they tell you exactly you’re going to get this by Wednesday or next week Tuesday, or whatever the day might be.

So let’s check out. Yes, ship to address, free pickup in-store. Don’t head to the store yet. An email will be sent. Good. I like that. Arrives in five-eight days to Newark Delaware, okay. That’s fine. Why is my pickup delayed? So now because one item is ready for pickup and the other one is not ready for pickup, they will make me wait until both items are ready for pickup. And only then I can go to the store and pick them up. I have a feeling I need to place three orders. Because I want to check out all the experiences, like how and this might be not the. Okay, let’s go back. One at a time. One at a time. Pick up same day, ship it home.

Okay, three orders. Not everybody’s gonna do this Cabela’s, not everybody. Okay, got it. Come pick up today. Good. Let’s see if they can get it done. Enter a promotion club, all the rewards, gift card. So many options. Okay, I’m gonna add my credit card info right now. And I’ll be back, so stay tuned.

I added my payment information. So I like it that it’s basically one page almost, not really. Ship or pick up at this store. Shipping, pick up today, payment info, contact info, all that’s good. And I really like that here they are telling you do not head the store yet. Probably everybody goes to a store and they are not ready yet. Good. Place Order. So let’s see what happens. To verify your order. Good. I can print it out. Pick up today. Good. I like that. They call this out everywhere. That’s really good. And the rest of my order. Cool. All right. Kind of has everything. Let’s see if I received an email. Come on. Nothing yet. Okay. Might take longer.

Okay, let’s get the second product. So this one, I will need to wait for this product because they don’t have it in-store. But I want it to be shipped to the store. So the third product I’m going to ship to home. Good. So many blinking things. Arrives in five to eight days. That’s really good. They don’t just tell me like we have no idea. I would like it to be calculated. So don’t tell me five to eight days, it’s days, business days, holidays if in the middle. Tell me an exact date and that that works much better. Cool. Let’s check out. Continue. Good, good, good. I will have to type in here again, my credit card info so stay tuned. Okay, so again. Order confirmation page. It arrives in five to eight days. Really cool. Again, this should say the final date, don’t make me guess, that’s not good. And I can place the order. Let’s see this order. Cool. All that is good. This is good. Okay. arrives in five to eight days. Really cool.

So now the last product. I’m gonna buy again the product and I’m going to ship it home. And what I want to show you is the reason why I do all this all the time is because customers are not going to do this, like honestly. Nobody is going to place three orders just for convenience. It’s just the reality. They’re going to place one order with three or if not, they might go and just shipping. Oh, my God.

Even shipping takes money. Okay, Standard Express one day. So arrives tomorrow, arrives by the eight, Special Delivery instructions. I like it that it tells me exactly when it arrives. It doesn’t tell me like three to five business days, nonsense. Exactly when it arrives. And that is really good. I like it. Okay, and let’s review this order. All that looks good. And Place Order. Cool. So this product is going to be shipped home. And the other products shipped to store. Arrives February 10th-12th. It’s quite a long time. But as long as it arrives, it’s good. So now let’s check out the order confirmations that I did not receive. Why? Order history. What’s wrong? This feels like Staples, only Staples did this nonsense. Show me my orders. My Account. Okay. The problem here is, I’m pretty sure it goes through their system, some backend systems and it needs to verify, who knows what they do, fraud checking, whatever it might be, and I got that.

You know, show it at least here, even if you don’t send me an email confirmation. At least show it here, like we received it, it’s like a received status. Because now the first thing I’m going to do, I did this recently with another brand. I placed three orders or four one after another because I was like what happened. And then I had all these products that I didn’t want, and I had to go and cancel them. They didn’t even have a Cancel button. So I had to call everybody like hey, can you cancel this order and that one, and the other one. Because it’s just confusing. This is confusing and it’s additional work on your company, on your customer service team. They’re gonna get phone calls, emails, I may email and call, like all these combinations. So let’s see if in a minute or to maybe, no, no. Okay, that’s not good. Okay, no email, no email. I hope I’m going to receive some sort of confirmation that this order was placed. And theoretically, I’m supposed to go today to pick up this product. So I really hope it’s not going to take forever. We’ll check back and I’m going to let you know, guys, what’s the status on this. Take care.

Cool. So I got the order confirmation, and I’m actually really excited. So this is the order, in process. Okay. And if you have a question, there you go. Really cool. The only problem is, there’s no link to view my orders. So basically, it’s missing. I should have here a button, view order or something like that, so it takes me directly to my account and I don’t have to open and all that nonsense. There’s no such thing.

So here, I have the other order. Order is being processed for the product that is going to be shipped to the store. Don’t head to the store yet, for pickup bring this, this is the instruction for curbside, got it. This should tell me that the product is going to arrive in whatever, five days, eight days, whatever the number was. And I should have the third. I didn’t got the third one. Okay, there you go. The third one, your order is being processed, again the disclosure. It’s missing a button, take and view my order. Then it should tell me when the product is going to be available. You know, like for this one it should be available by 8 p.m. or something like that. Just so I have a point of reference for this product here. This one it should tell me that it’s going to be available in five to eight business days or whatever. It should tell me exactly the date not it’s five business days. It’s nonsense as well and for this product it should tell me when this product is going to arrive. So there’s no estimated arrival date for anything and I really think that it’s really bad. However, I like that they include some advertising towards other products, gift cards, etc.

Don’t tell me that’s the button. Like nobody’s gonna see that. What is this? View the email online. So backwards, isn’t even funny. Like this is just bad, straight up bad. Get directions, it opens Google Maps or something. Okay, this is really good. I like it. I prefer this than a store locator with all the nonsense because Google has the info anyways. Okay, let’s get back.

Let’s get back to the order. So this is my account. Here I can see basically all the orders, all orders, whatever is the same thing anyways. And I can hit the reorder button. I like that. And I can have details of the order. They should say store pickup location, good. It should tell me when.

Okay, find another order, return an item, come on. Okay, let’s return this item. So clearly didn’t even download in the return portal. So we don’t seem to recognize the order number, ZIP code, double-check it again. Of course, because this order probably was not sent to any other system, is still in the website. So they should not advertise, they should not put that button up there until that product actually is sent to all their systems. And that can be delayed by like, let’s say it shows up after two-three hours or you do a check if you know all the system have it. Something like that, but don’t put it there and then it’s just confusing. Like it’s really confusing. Okay, let’s see the other order. This again should tell me that is going to be in a few days available. And the last one. This should tell me cause it’s shipped home, and the shipping address. Where’s my shipping address?

This view order page is so bad. Not even kidding. So there’s no shipping address here. How do I know which one is shipped and which one is not? I know this one, but the other one I don’t. Okay, anyways. So much room for improvement here. Like really, there’s a lot of room for improvement. I hope this, product the other one, the Rangefinder is going to be available soon for pickup. And I’m really curious how the experience is going to look like? So yeah, I’m gonna be back as soon as I get that notification, and I’m ready to go and pick it up. Stay tuned.

Okay, guys, so after some time, basically 30 minutes ago, I received three emails. For each email basically saying that they need my correct billing address for the card that I used. So what I’m guessing that happened here, they asked me for the shipping address. And they use the shipping address for the billing address. And that’s why there’s this nonsense. Okay, so now, I have to reply to Douglas, who works for fraud detection, fraud prevention, and reply with my billing address. Well, although it’s inconvenient, and I might not check my emails for many, many hours, and then tomorrow, it’s lost between emails. I like it that they didn’t cancel my order. However, when I placed my order, these should have been checked prior for the order to be taken, you know that the billing address does not match, without me having to reply now to three completely different emails. Well, it is what it is, it’s not a big deal. I’m going to reply right now. And hopefully soon, they’re going to be able to process my order. So I can go and pick it up. Although it’s 4:30 p.m., I doubt because the cut-off time was at 4 p.m. So this is where this can be very inconvenient. So we’ll see. We’ll see what happens if I cannot get this product today, I may have to go tomorrow to pick it up. It is what it is. I will let you know.

Hey, what’s up, guys? So this is the next day. My order is finally ready for pickup. Now, here’s what I want to explain. Order pickup needs to be convenient and fast. So as long as or curbside basically. If the product is available at the store, and I’m just comfortable, because I don’t want to take the time to go in, the search for the products, they pay for it, get out which takes like if you’re in a rush 10 minutes, you’re opting for curbside, right? You indeed you wait out until it’s done, usually an hour max two. You go there, you’re expecting as soon as you arrive to the store within a minute or two, somebody brings it out, and you are basically on your way.

But it becomes very inconvenient when you cannot do this. When you have to wait a day or even longer for the product to be ready for pickup. And at that point, it’s like, why did I even order it? Maybe tomorrow, I’m completely busy, or I need it today. After all there’s a reason why you’re not requesting the product to be shipped home. So, at that point, you have to make sure your system is ready to be able to process curbside or store pickup. So you have like a fraud check, a good fraud check in place that does not request additional information A few hours later, you do the billing information check upon checkout, not after, just to make sure that you can take that order as fast as possible.

So the customers’ order can be fulfilled as fast as possible so they can come and pick it up. That’s the whole point of store pickup or curbside, right? If you cannot make sure that that works right, the whole concept of store pickup is just like a cool feature to have. That doesn’t really work, like it just doesn’t. At this point I would have like rather go to the store, walk into the store, do my shopping, come out. And it’s actually a business practice that is hurting your business. First of all, I don’t like this experience. Second, if I walk into the store for sure I’m gonna pick up something else as well, right? So I think it hurts more than it helps if it’s not well implemented. So anyways, now finally the product is ready for pick up, it’s next day. More than 24 hours later. Okay, got it. Good, you know, I like it that they tell me here somewhere that they hold it until February 20th.

Let me see that great news here. They should have said pick it up until whatever is the date, with the preheader message. I think that that’s super important. Anyways, I get the directions when I get there, what do I have to do. I have to call. Select option five, and after we come out. Maybe they don’t answer the phone. It happened with Walmart, you’re saying like, of course they’re going to answer. No, Walmart didn’t answer the phone. Or even worse. Maybe you don’t have reception to make a phone call, or I don’t know, it’s just, it’s much easier. You know, you’re there, click a button and whatever. Anyways, they hold it. It’s all good. So I’m going to go there, and I’m going to actually pick it up. And I’m gonna let you know guys how everything goes. Let’s check out this direction map. Please open a map, please. That’s good. I like it. That’s really good. Okay, I’m gonna go there, pick it up. And I’m gonna see how long I have to wait for this product to be brought out. And I’m going to show it to you guys. Bye. Bye. See you soon.

Curbside Experience

Okay, so I’m here at Cabela’s. As you guys can see, I have a problem. I’m not sure if you guys can see that. It says curbside pickup, and it has an arrow, but the arrow, I think it moved. So I’m here at the handicap spot, and I feel really bad, but this cannot be the spot for curbside. And I went around and around, like multiple times. And I just cannot figure out where is the curbside because that, first I parked there, not sure if you guys can see it. But that is for pregnant people, pregnant moms. So if you do curbside, make sure you have designated spots that are very, very well marked. Because then there’s another sign there, it says customer pickups and you’re behind the building and there are just trucks. So that doesn’t make any sense either.

Anyways, so I’m here, this is the order. I hope you guys can see. It’s ready for pickup. It was ready yesterday. And in order to do the pickup, I basically have to give them a phone call. So let’s do this. Let’s call them.

Thank you for calling Cabela’s. Our world’s foremost Outfitters are excited to help you get connected to the great outdoors. To better assist you, please listen to the following options. For store hours and location, press one, for firearms, press two, for ammunition press three, for in store pickup orders or customer service, press four, for curbside pickup, press five. Wait while I transfer your call.

Okay, this is not a good sign. Come on Cabela’s, answer the phone. That’s not good.

I feel really bad sitting here. The handicap spot just doesn’t make sense. Probably there are other people leaving this spot. So I’m going to pull out from here and I’m going to park on the pregnant lady spot until maybe they answer the phone. Clearly they don’t. So this is bad. This is really bad. Let me park somewhere normal and then after I park, I’m gonna give them another call. I just feel bad. For sure there’s somebody with handicap who wants to park here. Cabela’s, this is not good. Nobody’s answering. Nobody is answering. Okay, so I’m gonna park here and I’m gonna give them another phone call.

They’re distinct times up, out. Okay, that’s what I’m talking about. If you guys are doing curbside pickup, then do it properly. Otherwise this is a wasted opportunity. So initially the problem with this order was that it says cause you’re expecting it to be ready that day and they have a fraud-check system, that’s not the best. So you have to wait for next day. So clearly you rather just go in. And then if you want to pick it up, they don’t answer the phone number. This is the phone call.

I’m gonna give them another call just so you guys can see it one more time. So this nonsense here and you cannot even read it. Call this and press number five.

They just don’t answer it. So at this point, Cabela’s from my perspective, you failed miserably. There’s no reason to offer curbside pickup if you guys cannot handle it. Like honestly, it’s not a good experience.

Hey, I’m here outside for curbside pickup. Alright. They are transferring me somewhere else.

Over seven minutes just trying to tell them cause I’m here. Okay, this clearly doesn’t work. So this is where Cabela’s failed so far. I placed the order, they should check if billing address is good. So basically the order goes through. This is where they already failed. They didn’t check that, then their fraud filter caught my order, having some issues. By the time they emailed me and I responded, it was too late for that day to be picked up, the product. Second, as soon as you come to the store, the arrow is pointing nowhere. They point basically towards the handicap spots. You cannot park there for curbside pickup. Then I drove around, I couldn’t even find the curbside pickup. I found Customer Pick Up, whatever that means, behind the building where the trucks are. And it’s a loading dock I guess, you go there when you buy a boat or something, but not for a small product. Then you can call them and they are not answering the phone. And even when they answer the phone, clearly you push number five for curbside pick up, they transfer you again where they don’t answer. So be more than six or seven minutes, I waited you know for them to answer.

Okay, I got the product finally. So I had to walk in, took around 20 minutes, I have to say so. And I got some explanations. So the reason why they don’t have the curbside pickup signs up is because the other day it was snowing, and it was windy, and they had to take them off. But apparently, they’re somewhere on the side of the store, whatever. And that’s where it’s supposed to be. It’s not there right now. I went inside to pick it up. They basically at the front desk, they write you down on a piece of paper, then somebody is going to go in the back of the store. This is a big store. If you guys haven’t been at Cabela’s, this is a significantly big store. They go all the way to the back, then they pick up the product, then they come back and that entire thing took 20 minutes. I’m not kidding. I have it on my phone, I basically took a screenshot when I actually received the product. It takes forever. I think Cabela’s really tries, but they are quite far from actually achieving proper in-store pickup or proper curbside. There’s a lot of room for improvement here. But as of today, this is not a good experience.

I still need to receive a few other products. And as soon as I received those, I’m going to start to return and show you guys how the entire return process works. And yeah, I’m gonna let you know. Take care.

Hey, guys, so I’m back at Cabela’s. A week has passed and the weather is still bad and there’s still no sign for curbside. But anyways, because this time I know the process, I’m gonna give it another try. So let’s do this. A new product arrived and you can see it here. Basically this product is ready for pickup and they are going to hold it until February 25th, which I really like that they show it here. I think that’s a really good idea. There’s no questions as asked, I know exactly how much time I have left to pick it up. So let’s give them a call and see what happens.

Let’s see if they answer it this time What do you guys think? This is not curbside, guys. You cannot have a customer waiting outside twice, this is the second chance.

Hello! I’m here outside for curbside. I’m sorry you’re here for curbside? Yes, to pick up something curbside, I have an order that I want to pick up. All right, what line are you on? Are you out front or in the back of the store? No, I’m basically in front of the store. Alright, and what is your order number? My order number is W131431367. Okay, W 131431367, and what is your name? Virgil Ghic. Number you’re calling from? What’s the rest of the numbers? Okay, hold please.

This sounds good. Somebody is gonna come. I hope so. So I’m not sure if you guys can see it, already two minutes 34 seconds.

Hey! Hi. Are you for curbside? Yes. Can you give me your order number? Sure, it’s W131431367. Do you mind driving around to the back of the store? It says customer pickup. Yeah, sure, no problem. I’ll be right there. Okay, sounds good. Thank you. Bye bye.

Okay, three minutes, 30 seconds. And now we’re going to drive all the way to the back to pick this up. So, it’s gonna work. Let’s see how long it takes them. But this is definitely a really bad experience to be quite honest. I hope you guys can see me when I drive around. So let me just explain. Telling the phone number, the order number twice, waiting on the line for three minutes and a half. And then you have to drive again around is definitely not the way to go.

Okay, so we’re gonna drive around. And let’s see if they have it. So here is where I’m talking about, having a better system to actually manage these curbside pickups. They should be automatic, hey, I’m here, I just click a button. And I don’t have to tell you three times, like, what’s my order number, people don’t understand, you might have like, an accident or they just don’t understand what you’re saying.

It’s just not a good experience. And after I tell them my order number, why did they ask me again about it? You know, like the second person. Oh, I found it, curbside pickup. Oh, my goodness. So check out, you have to basically drive here in the back of the store, and here they have the signs that are not in the front. And somebody’s gonna come on from there to give me the product, basically. So that’s what I was saying. Overall, not a good experience, because this should be automatic, you know? And this again, takes time. Okay, there you go. She’s here. Three minutes. Okie dokie.

Hello. Thank you. Bye, bye.

She did it. She did it. Okay, so we have the product. This didn’t take too long. You know, after that, two minutes and a half, plus three minutes, about five minutes. Back and forth.

So, as you can see, I can see here on my camera, seven minutes, and you know, a few seconds, seven minutes, 15 seconds from the moment you arrive until you give them a call, until they answer, they redirect two – three times, they send you around the store in the back. And after that, you actually get the product. So, a lot of room for improvement. And as I said, this should be automatic, not on the phone. It would be just a much faster and better experience. And these signs should not be just showed there, they should be outside telling you Hey, this is where you pick it up. And the current curbside pickup arrow should point towards here or something, not towards the handicap spots, because that’s confusing as well. Well, this was the experience, I’m going to go home. And after that, I’m going to go and engage into a return experience. Going to return these products and see how they do it. So stay tuned.

Order Review

Okay, so after all the happenings with Cabela’s, I finally received all the products, and I picked them all up. So let’s do a return. So this is my view order page. If you guys remember, I placed one order with multiple products, right? And clearly they are split into multiple orders. This is how they do it. I like that they have here a reorder button, not sure what this see more does, basically the same thing. And I can basically open any of these orders and see what I have here.

Return Experience

So let’s get started. Okay, this is order number one. Let’s return an item. So I come here, we don’t recognize the order numbers, ZIP code, please double-check. Okay. Clearly doesn’t work. So what’s not working? Okay, the email was good. The order was good. Yeah, this doesn’t work. Let’s do manually. So I take this order number, which is the same email address. Maybe the email addresses uppercase, and that’s the problem. Okay. So you can have a nice return experience. If you cannot find an order, it’s useless.

Okay, let’s try the other order. Maybe that works. Who knows, maybe picked up orders they don’t put them in the same thing. Let’s see if that’s the case. So that’s the CB radio, return an item. This works. Okay, I love the color. I love the size. Anyways, it doesn’t matter. So clearly. I have three products. I have to return them one by one. Otherwise it’s not going to work. Okay, fine. Changed my mind. I don’t. It’s fine. Okay, next. Use a prepaid label, is going to cost me $7.50. FedEx drop-off location, cool. Okay, I’m going to submit it. Okay, perfect. And here is the print return label. That’s the label.

And now if I want to return the other product, again I’m going to be charged $7. Check this out. Which is really stupid. I should be able to just throw all the products in one box. Again, no image, it is what it is. Changed my mind. Again. $7.50. So I’m already $15 in negative. Okay, here it works, the image, whatever. The second one, okay, so another package. So I’m already at two packages. Okay, so I guess I have to come back in the third product. I’m pretty sure I cannot even return it. Because they don’t have this, right? No, so I can’t.

Okay, so I ordered three products. And when I returned them all, I clearly cannot do it because they only allow one product at a time, and only two work. The third one doesn’t for some reason, probably they weren’t able to send the order information from one system to another. That’s mostly the problem here. That’s why it’s good to have everything in one place. And because this order got split in multiple suborders for each product, every time you if you want to return the full order, you basically have to pay $7.50. So if you’re buying like let’s say, who knows, like more than 10 products, and each product is different, and each product is like a small amount, like $10 or $15. You know, it’s just better to just go to the store and return it. So really bad experience from that side.

Let’s see the return confirmation, we received your request. Okay, track your return. Good, print label, all that is good. So, all this is good. I like this tracking page for the return. I like it a lot. This is really nice. But the big problem here is as I said nobody wants to pay $7.50 three times. It would be best one return for all the products, sent back to the same location. One package, it’s easier in the environment, no more cardboard, all that good stuff.

Let me just double-check one thing. Is the reason why they return it, is a different address every time. So one distribution. No, it’s the same location. You just required to return three boxes.

Okay, anyways, it is what it is. But this is the experience. I think there’s a ton of room for improvement here. Clearly it doesn’t work as it should, return an item. What happens if I try to return it multiple times? It tells me cause it’s already returned. Okay, pending return. Can I cancel this return? No, I can’t.

That’s the experience. I think there’s a lot of room for improvement here. So if you guys are shopping from Cabela’s, this is what you’re expecting. I would not wait for curbside, I would just go in because curbside takes forever. You have to say it multiple times. It’s just a horrible experience. From my perspective, just go in, buy the products or whatever, pick it up. Even that takes like 20 minutes. So probably it’s faster, just go by it and walk out.

Anyways, on the website, just go check it out. I have all the screenshots for each page, for all the emails so you can look at them how they were things. You can inspire yourself when you’re building your own experience. So make sure you go there and check it out. See you next time. Take care!

Signup for insights, tips, and best practices delivered straight to your inbox!

Try WeSupply For Your Team

14-day free trial | No credit card needed

30-min. Demo of WeSupply Returns 🔥

Best pre-recorded webinar software platform

Cabela’s UX & Post Purchase Experience Review

Transcript

Curbside Experience

Order Review

Return Experience

Signup for insights, tips, and best practices delivered straight to your inbox!

Other Big Retailer Post-Purchase Reviews

B&H Website Experience Review

REI UX & Post Purchase Experience Review

Best Buy UX & Post Purchase Experience Review

Target UX & Post Purchase Experience Review

Walmart UX & Post Purchase Experience Review

Staples UX & Post Purchase Experience Review

Nordstrom UX & Post Purchase Experience Review

Joann UX & Post Purchase Experience Review

Cabela’s UX & Post Purchase Experience Review

Big Retailer Customer Experience Research

Home Depot UX & Post Purchase Experience Review

Lowe’s UX & Post Purchase Experience Review