The DC Metro area was to have inclement weather on Monday 3/13 into Tuesday 3/14. In true grocery store fashion, lines were long and shelves were not prepared for the influx in customers who came come in a rush after work hours in an effort to prepare themselves for the possible snow/ice storm we were to receive.
I literally stood in a line from about an hour with 2 hand baskets and a small case of 12 rolls of toilet paper because the store had run out of push carts. A store associate with a HT shirt on, came to those of us standing in line (which if you're familiar with this stores layout from the front of the store, and snaked around to the dairy section) and said we could come around to shorter lines to registers 1, 2 & 3 in addition to the 'Customer Service' line to get checked out quicker.
I found my way along with the rest of the people in line (and there were about 50 of us), the two customers in front of me actually helped me the Customer Service line.
Once we got to the line, a gentleman by the name of Dan; only b/c I read his name tag told us they were not taking people at Customer Service, and that we had to get back in the line where we had just come from. I told him after having stood in line for an hour with all my 'to be purchases', I was not going back. Individuals of course became upset due to the disorganization and instead of a manager stepping in to assist, I was told, "I don't know who told you to come here, but no one should have told you to come to this line'. I told him an African American light complected young lady, with a short haircut and glasses, with a black Harris Teeter short sleeved polo shirt instructed us to come. He then said, "Well I don't know who that was. I asked, "Do you have people giving out instructions with your organizations logo on it willy-nilly giving direction ?..I didn't think so"..I DID NOT MOVE. I made eye contact with the Metropolitan Police Officer on duty there so he could see what was going on, but he seemed completely unbothered.
The gentleman eventually rang up all my groceries after I had to almost act completely out of character, just because I had been following instructions from a fellow store associate.
All in all, I am most certainly a loyal HT customer. I in frequently visit this location, but because it was on my way home as I hastily rushed to get out of the city before the weather came, it was one of my only grocery store choice as I got on NY Ave heading into Prince Georges County.
The customer service here was terrible, and this particular location was ill equip to say the least in preparation for the inclement weather. I will not return to this location and would not suggest anyone to do the same until their customer service can be improved. The sales associates need to do a better job at:
-Communicating with one another regarding how to better serve customers...especially in stances where they know they will receive an influx of individuals.
-Better coordinate with local distributors when inclement weather is predicted to adequately prepare shelves, meats, dairy, produce, water, and ice melt, etc necessary for customers.
-Come up with a contingency plan if at all possible to assist customers whether it be gather unused baskets, assist customers to cars with multiple grocery bags, help direct traffic in the parking garage,etc.
Thank you !
-Dissatisfied former NOMA HT shopper read more