I will begin my complaint with stating I have never felt so embarrassed, humiliated and uncomfortable in a situation. I have been a loyal Albertsons customer for years. The prices are way higher than any other grocery stores in our area, but enjoyed shopping at Albertsons for the overall experience. Staff has always been pleasant, and tend to treat their regular customers like family. Today, that would all change for me.
I went to Albertsons to purchase a few items for my girlfriend, since she has been battling a cold. She gave me her debit card to use, along with her identification card. While shopping at Albertsons, her debit card fell out of my pocket. I didn't realize it until I got to the cashier. I ended up just using my card, with the assumption her card may have fell in my car. After procuring my items, and checking my car, I immediately went back inside to search the isles. I ran into an employee who was sweeping the floors, and he asked if I had needed help. I told him I was looking for a lost debit card, gave him the last name, and he said he had found it and turned it in to his Manager. We walked to the front desk, and he picked up the phone to call his Manager. Out came his Manager- Danielle (not sure what her last name was). I have seen her on several occasions, and she has always been super sweet to myself, and 4 year old son. I am usually dressed up, as I frequent after work. Today however, I was in not so desirable clothing. Basketball sweats, beanie, sweater, etc... The minute she walked out from her area, she gave me a look of extreme disgust, almost as if she knew she was not handing that card back to me. I gave her my girlfriend's identification card, and she examined. My girlfriend had given me her old ID with her ex-husbands last name. A simple mistake. Danielle then says, sorry the names don't match. She said due to store policy, she was unable to give the card back. She said I could return with proper identification, with reflects my girlfriend's first and last name. Although I was frustrated, I understood. It was our mistake, so I dealt with it. I drove 6 miles back to my house. I explained what happened to my girlfriend, took her accurate identification, and returned to the store.
Upon returning to the store, I went directly to the front desk. I was asked if I needed help. I stated I was just there 10 minutes ago, and was back to pick up a lost debit card. The associate asked me for the name that was on the card. I gave her my girlfriend's identification. She then walked to an area which I'm sure Danielle was sitting. Instead of Danielle coming out to speak with me, she told the associate to ask me if my girlfriend was there to pick up the card. HUH? I explained to the associate what happened. I said I was told to return with the proper identification. There's no way I would have driven all the way home, and back for nothing! It makes absolutely zero sense! At this very moment I felt that because of the way I looked, and the way I was dressed, racial profiling played a major part in their decision not to return my girlfriend's card. I have never used race as an excuse for anything in my life, but at this moment, with how I was being treated, race was a factor. During any situation of this sort, you could still remain kind. Treat your customer with respect. Don't treat customers as if they are criminals. It was almost as if I was a guy trying to steal a debit card. I felt so uncomfortable.
I called my girlfriend on the way back home to explain to her what happened and asked if she could call. She called and was told Danielle went on break, and was unavailable to talk. When I finally arrived home, my girlfriend was on the phone with Danielle. The conversation sounded pretty intense, with my girlfriend continuously asking if Danielle could allow for her to finish her sentences. Danielle went on to state that due to store policy, the card owners were required to pick up any lost cards. Danielle stated that I may have misunderstood her. She continued to cut my girlfriend off during the conversation, until Danielle finally ended the call by saying have a nice day, before she hung up in my girlfriends face.
My sick girlfriend then gets out of bed, gets dressed and heads to the store. Upon her arrival, she spots three associates in the front of the store talking to each other. As she got closer she realized one was Danielle, as she heard her telling the other associates about her phone conversation regarding the debit card. My girlfriend then interrupted their conversation, introduced herself, and asked for her debit card. Danielle looked at her, and made a comment saying that she was not expecting my girlfriend to look the way she did. My girlfriend showed her the proper identification read more