I live less than a five minute walk from a Whole Foods (Chicago - North Ave), so I shop there quite a bit even though I'm not a huge fan of the store. While I haven't seen empty shelves like the photos from the article, I have become frustrated by how often they are out of the items that I'm looking for. Four or five straight trips they didn't have rosemary, and it took a third trip and asking someone who was stockin…
Order-to-shelf "has transformed the inventory levels that we have in the back room, essentially clearing them out so that we're mainly focusing on what we call our never-outs, the key items that we need to have in stock all the time in our stores,"
If your item isn't on the "never out" list I suppose they don't really care about gaps in availability. The problem with that isn't just customer satisfaction, people will be forced to go somewhere else when they're in need, and that will hurt loyalty and keep people looking at alternatives.