I have lived in the area, nearly consistently, for over 20 years, and have shopped here for most of that time. Recently there is a wave of new or borrowed-from-another-store staff. In the span of only a few months, the customer service here went from 4.9 stars to zero.
Yesterday I used the self checkout (because for less than 10 items, I wasn't going to wait in the lines!) and one of the items was so light in weight the register didn't recognize that I had placed the item in the bag. The screen had an error message, to which I called over an employee 'Alvin'. The screen error message went away right around the time he came over (which always happens, am I right?) and I said "Oh, nevermind - I guess it just wanted me to call you over!". To which he rolled his eyes and said "It's because you're supposed to scan it before putting it in the bag". I responded "Oh, I did scan it. The error was because the weight of the item wasn't registering on the scale." Alvin replied "That doesn't mean call me over." I said "Wow, you were very helpful, thanks, Alvin". The lady checking out next to me said "He's always like that!" Now, if you're the staff member in charge of monitoring the self-checkout registers, aren't you the person in charge of making sure the errors are cleared, also?!? I was furious with this man and how rude he was. So of course I felt the big "K" come out of me, and asked customer service if I could speak to the manager.
Rob came out of the office. And asked how he could help me. As I explained how loyal I had been to the store, how the staff is familiar with me and my family, how my son always asks for the stickers at the checkout, and that I had come to feel comfortable and welcome. Then I explained that in the years I had been shopping at this store never had I come across anyone as rude and disrespectful as Alvin. I explained what had happened, and Rob said "Hm. I have to get his side of the story. It might be just that he wasn't responding in the same friendly manner you're used to." This, of course, sounded like an excuse to me. So I spoke louder and continued to repeat myself until Rob stopped making excuses for Alvin's unacceptable behavior and agreed that customer service doesn't necessarily mean joking, laughing, smiling - but it DOES require speaking to people with kindness and respect. Alvin clearly wasn't raised the same way I was, and therefore maybe needs to take a class or two in the employee break room before being allowed to interact with customers.
After all, it's called "CUSTOMER Service" for a reason. I'm not here for you, Alvin. You're here for me.
Next complaint is that the produce quality sucks lately. For example, I bought Blackberries last week, brought them home, placed them in fridge. 2 hours later took them out to wash them to prepare my lunch for the next day - only to discover that 3/4 of the package had mold growing on it underneath the top few berries. *I'm allergic to mold - throat closing, puffing eye, drop dead kind of allergic - so you can imagine how pleasing it is to have to throw away at least 1 or 2 $5+ items every week because the store has no system of quality control lately.
The only reason for the 2 stars I gave the store is because of the staff that have been there for YEARS and have become familiar with me and my family and ask how my son and husband are when I go in without them. I used to LOVE this store. Now I despise going, and that's in large part because of Alvin. read more