Listen, things happen. We're human. People have a bad day, and any number of things can go sideways as a business. However, when "sideways" is on repeat it's a pattern. And by design or willful ignorance. Ellwood Thompson has been in a nosedive for at least 3 years in my experience.
My last visit, may just be my last visit.
There is little at Ellwood that cannot be had elsewhere in town. I would make the effort because of the bagels, and made-to-order food/drinks. When I'd go for these things, I'd pick up the rest of my groceries despite paying a premium to do so.
Okay, so the bagels, they've changed to a local producer. Goodbye NY-style bagels, and hello "rolls with holes" sprinkled with everything seasoning. I can move on from this because Nate's is just a stone's throw down the road. Fine. But! With this change comes unwelcoming behavior from everyone other than at checkout.
Unkind Customer Service has been the case since go, even at the Customer Service Desk, but you get a few curmudgeons everywhere. Again, humans! Today, the ratio is untenable. most of those working at this self-purported small, local, community grocery (a Co-op!) could care less about the customers. They have a job to do. Stocking shelves, prepping foods, even having small team meetings. The vibe is that I am there interrupting their agenda. When there is eye contact, no acknowledgment. If I need to ask a question, whoa. That really throws them off, knocks them out of their tunnel vision and I am for sure let known of the disruption. To be fair, everyone at checkout is always kind, welcoming, generous, and even personable.
My last visit also had me navigating between a large dolly of items to be stocked, the 2 stokers, and another shopper vying for limited aisle space. I know it's now common practice to stock shelves during open hours, it is just extra ridiculous at Ellwood since the size of the shop, and the self-purported value of being community-serving.
Ellwood should value customer service, but they don't. I point my experience to Management as they set the tone. An uncaring management style has created an unpleasant shopping experience. It's not customer-focused, or even employee-focused because if Management cared about their employees they'd care to support their team members with common, baseline codes of conduct, and make sure they are upholding them. That would trickle down to the customers, and a true community market Ellwood Thompson's would be.
Do better Ellwood. read more