I have visited this store approximately four times with my family, although I have typically waited outside during previous visits. On this occasion, I went inside and left feeling extremely disappointed with the customer service and the way customers were treated.
While I was with my mother, she asked an associate where she could find a product. Rather than offering assistance, he sighed and told her to read the signs and she would find it. When she asked about another product, he looked in my direction without making eye contact and told my mother that the item was in another aisle and that I could read the sign for her. His tone and manner came across as dismissive and condescending rather than helpful.
Later, my mother asked where the 10-pound bags of onions were located. Once again, he told her to have me read the sign. I looked around for a sign indicating where the onions were and could not find one. When my mother repeated her question, he finally clarified that they were out of stock. This entire interaction could have been avoided if he had simply listened to her question and responded helpfully from the beginning.
Unfortunately, this did not appear to be an isolated interaction. I overheard another customer ask the same associate about a product that was out of stock. When she asked when it might be available again, he said he didn't know and proceeded to comment that nobody wants the product when it's in stock, but everybody wants it when it's gone. The customer appeared visibly uncomfortable and responded politely before walking away. Watching multiple customers receive this kind of response was concerning.
We also had an issue with a tea product purchased at this store. My mother and her sisters had each purchased a bag, and the tea did not turn out as expected when they tried it at home. The texture was much finer than the teas we were accustomed to, and the taste was not right. We had previously called and been told to bring in the closed bags. When we explained the situation at the store, we were told that only unopened packages could be returned because the store could not return the product to its supplier.
I understand that businesses have return policies. However, how is a customer supposed to determine whether a food product is satisfactory without opening it and trying it? We live approximately 45 minutes away, and my aunts live over an hour and a half away. We had purchased the tea in good faith, based on the assumption that it would be a usable product. We were disappointed that no reasonable solution or accommodation was offered, especially given that multiple family members had experienced the same issue.
To make matters worse, as we were preparing to leave, the man who had informed us that nothing could be done was holding on to our tea package. We had to remind him that it was our property before he returned it to us.
As someone who works in special education and whose career involves studying and responding to human behavior, I pay close attention to communication, body language, tone, and how people interact with others. I understand that employees have difficult days, and I do not expect anyone to be endlessly cheerful. However, there is a difference between having a difficult day and repeatedly making customers feel as though their questions are an inconvenience.
The issue was not simply that a product was out of stock or that a return was declined. It was the overall pattern of dismissive communication, lack of helpfulness, and the way customers were made to feel throughout these interactions.
My family and I left disappointed. A grocery store should be a place where customers feel comfortable asking questions and confident that their concerns will be treated respectfully. Unfortunately, that was not our experience. Based on these visits, I cannot recommend this store unless there is a meaningful improvement in its customer service. Cheaper prices shouldn't mean disappointing service. You don't feel welcome here as a customer. read more
