Possibly busy dealing with Karen in the store, can't deal with Karen on the phone.
They possibly could be short on team members like any other retailers.
Maybe they are to busy to answer the phone they are helping others customers.
They take of customers that are instore before answering phone is my guess, and most like have a automatic hangup on phone so people dont tie up line. Is my guess
Could be short on team members!
With mostly automated checkouts, online orders, pickup at the curb. No one is there to answer the phone.
Have you seen the people that work there? That should say it all
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