A letter sent to Forman Mills Customer Service:
I am writing today to express my dissatisfaction and the reason why I dropped everything in my order at the front, and left the store never to return, ever. The store this occurred at is your Glenolden Store on MacDade Blvd on Sunday, 04/26/15 at 5:10 PM.
On the good side, I was able to find the items I needed (3 pairs of pants, 3 polo shirts, socks and underwear) in less then 15 minutes. But things go downhill from there very fast.
As I approach the front of the store to the registers, the lines are snaking around the front of the store. Every open register has a line at least 5 people deep. As I stand there, I swear, ever single order required some type of special handling (no price tag, no bar code, can't find it in the computer, etc..), causing even more delays.
Shopping carts are scarce at your store, so I did not get to use one. You have maybe 10 in total for the whole store. So, I'm standing there with 3 pairs of pants, 3 shirts, socks and underwear in my arms. Trying holding that for longer than 5 minutes and see how heavy the items become as your arms get tired.
So, everytime they can't find a barcode, a price, etc - a loudspeaker announcement goes off. Then someone has to come over. Then go out into the store. Then come back with something that can be scanned. Each and every call like this is at least a 5 minutes delay, meanwhile the cashier is staring at the ceiling, doing absolutely nothing while waiting.
No one on your staff looks happy, no one is smiling, no one is friendly. Each staff member I saw today had a look on their face like they would rather be anywhere else! There is no sense of urgency to anything. If your employees moved any slower, they would be going backwards.
This is not the first time either. Every trip to Forman Mills is like this, nothing ever changes, nothing ever improves! Your checkout process is an absolute shit-show and is inexcusable in this day and age of technology!
That is why I (and someone else, as well) just dumped my order out front and left the store.
I'll be sticking to K&G from now on. They may be a little more expensive, but their customer service is far better, which is worth the price.
Regard,
Thomas Byrne-- read more