DOMINIC
So overall this place has increasingly gotten more horrible within the past two years, but especially within the past six to twelve months. I believe management has switched hands a few times, but it seems to be going from bad to worse. The mobile app has not been working so I cannot place orders to pick up. As a work around, they accommodated my order (I usually buy an entire case at a time of foreign ale) so I can just go in for a quick pick up and transaction. However, they have more frequently stopped doing that and tonight somebody (Dominic) even tried to claimed that this was "against store" policy. When I have brought this trend to the attention of management in the past, they apologized and claimed that they can some times get busy, not that it was against store policy. However, every time I go into the store, I always see cashiers on their phones or workers just standing around talking to each other and there are never long lines, so I am not sure how "busy" they ever really are as much as lazy or just don't want to be bothered.
On one occasion, I walked in to inquire about a unique alcoholic cider I used to buy a long time ago. I went to the elevated "booth" that is next to the registers. Dominic was in the booth as well as the assistant manager (I don't know his name) who was on the side of it. When I asked my question, the assistant manager looked to Dominic for a response. Dominic talked to him not to me even though I was right in front of him. He said, "oh we don't carry many ciders, but if we do it might be down this aisle and make a left." If you have been to this store, you know that is not much help, as the category of beverages changes throughout each aisle. Giving the benefit of the doubt, I went on a wild goose chase but of course could not find it. When I went back to the booth and asked again, Dominic proceeded to just give the same directions. It took the assistant manager to physically walk me over in the general direction, but still not actually take me to the section. Dominic couldn't have been more dismissive, unprofessional, apathetic, and out right rude. In fact, I am not even sure he was on shift at the moment, as it seemed he may have just be there taking care of something on his off time. Either way, if you are going to be in the store as a worker and somebody asks you about a product....well, you get the idea. Although the assistant manager walked me part of the way to the section of the store I was looking for, he wasn't much more help. Also, Dominic is the one who claimed that it was against store policy to not put together an order for pick up. If he is going to claim to adhere to some so-called store policy, he should also be trained in and adhering to some basic customer service and professionalism.
Overall, this used to be my "spot" to pick up my weekly/bi-weekly case of ale. Oh not to mention, every year I usually drop another FEW HUNDRED dollars on Johnnie Walker blue label as a December/winter/holiday treat to myself. However, I am looking for another spot, as this place has become so horrible. It's sad, because I have been coming here since pre-covid when they had wine tastings and the workers were actually really cool. They would talk to you and made you feel like a friend stopping buy for a drink. Now, there is just a culture of apathy and rudeness.
I will get a kick out of management's response to dismiss this review and simply say, "Please contact us at customerservice@bevmo.com when convenient." This is consistent with how they don't really care about customer feedback and why things are as bad as they have become. read more