This place lost what was a very loyal customer in me.
Below is the e-mail that I sent the Brat Stop almost 3 weeks ago without getting a reply:
To Whom it May Concern;
I'm writing you to share the experience that I had in your cheese and brat store on Thursday, December 13th at about 4:30 PM.
Without exaggerating, this documents what was possibly the rudest that I've ever been treated by any customer service representative for any business in my entire life:
I walked into the Brat stop to buy some brats to take home as I often do. Before I went to grab them I had a question about which ones were pre-cooked and which ones were not. I wanted to be sure.
There was an older gentleman, about 65, with a lot (but not all) grey hair and large, dark-rimmed glasses, behind the counter. He was doing something at the register with his back to the counter. I walked up and was pretty sure that he knew I was there so I gave him a minute without saying anything. After not getting any acknowledgement I politely said "excuse me". No answer.
Ok - even though he was only about 4 feet away, I figured maybe he's hard of hearing. No big deal, I more or less knew what I wanted so I went to the freezer and thought that by the time I get back to the counter he'd be ready to help me.
I walked to the freezer, look at a few things and walked back to the counter with some frozen brats. I put the brats on the counter and they made a noticeable "clunk" on the counter. The man, who, as I mentioned, is about 3-4 feet away from me, still doesn't turn around. Ok, so know I thought he is really hard of hearing.
I decided to just stand there as I was sure he would turn around at some point and see me out of the corner of his eye.
Eventually he does look over his shoulder, clearly sees me, says nothing, and turns back around to the register.
At that point I realized that he knew I was there the whole time, but had chosen to completely ignore me, chosen to not even say "give me one second" or anything else for that matter. I was curious just how much longer someone like this could play this game, completely ignoring a potential customer, so if I recall correctly, I gave him about another 30 seconds where I didn't say anything.
Knowing what I knew now, I was very frustrated and finally said much louder, so that there was no excuse that he "couldn't hear me" I said "Excuse me!" again. The man slightly turned his head over his shoulder in my general direction (still behind him) and said "I'm in the middle of something."
Unbelievable. This type of customer service, or lack thereof, and complete disrespect for a customer should get a person fired. I help run a very busy business in Kenosha and if I ever witnessed one of my employees behave anywhere near this manner, I would fire them on the spot.
As I mentioned in the beginning, I've never in my life seen someone involved in any type of customer service, retail or otherwise, just blatantly ignore a customer for such a long period of time and then actually say "I'm in the middle of something." I can understand if there's an issue with the register, but there were so many different things that could have been done and said to properly handle this interaction (if that's what you want to call it, since I was the only one "interacting").common courtesy, but whatever the case may be I have no intention of ever coming into the Brat Stop again after this experience.
I don't know if this person is the owner of Brat Stop and for some reason is no longer held accountable, or simply believes that he's above the basic rules of
I should also point out that this was the second time in a row where the person behind the counter was not friendly. The time previous to this visit I had asked a question about which brats were uncooked and which ones were cooked and the woman behind the counter couldn't have seem more bothered by my question. In fact, she never really did answer my question which is why I had thought about (but never got to) asking the question again during the visit described above.
It's been made pretty clear what is important at the Brat Stop and what the customer service approach is. The customer is not important, not respected, and barely even considered to be worth anyone's time. Fool me once... read more