I shop at the McDonough 205 South Point Bvld. McDonough location frequently: as a small business owner, I am very worried about the decline of product selection and attention to customer service.
Lack of customer service skills in October 2012: I tried it again 11/20/12 and 12/8/12, not only had yarn not been ordered, but the cashier was really rude about it.
When I asked the cashier about it, she was very pert about it, to the point of being rude -- a very careless and flippant "I don't know" answer, implying she really didn't care. When I explained that I was a small business owner, and the reason I asked was because it was a waste of gas for me to come to the store when stock wasn't being ordered and that I wanted to know when some would be in, she flatly said that she didn't know. At the end of our transaction, I asked her if she would mind getting the manager for me, so that I could ask them instead. She was a little huffy, and pointed to a middle aged-man, balding dark hair in the front lobby.
At first, the manager was standoffish until he realized that I wasn't complaining but just needing to verify when the yarn would be coming in, or if they had missed a truck order. He explained to me that he did not know, because it was a warehouse issue, and they had not had any in the warehouse to ship him so-to-speak.
So, I waited until today to go back after nearly 3 weeks, 12/8/12, as opposed to my once a week visit to see if anything had been ordered. Not only had anything not been ordered, there was less than what had been there prior in the yarn aisles. I decided not to buy anything this time, and I intended to send an email to find out what was going on at this store/warehouse issue.
This visit didn't end here though... when my mother went to pay for her Christmas cards, I noticed that 5-6 people were waiting in line ahead of her and that it was like this at every register. This store seems to need more people working the registers, as this has happened before.
My mother moved to another line because it was moving a little faster; however it just so happened to be the same young brown haired, brown eyed young woman who had blown me off the last time I was there. I made it a point not to say anything to her, because I didn't want my mother to see how she acts when asked a question by a customer. She checked my mother out, and then my Mom said to me could I throw away her empty drink cup.
Having worked as a cashier before becoming a small business owner, every register has a trash can of some sort, due to register tape, plastic wrapping, etc. I proceeded to lean over the counter as I said "May I throw this away please?"
As the trash can was directly beside the paneling, in plain view, this cashier proceeds to tell me that there is no trash can, though I can see it 4 ft. from me. I motioned with the cup in the direction of the trash can. She then took the cup out of my hand. I told her thank you. I walked about 7-10 ft. away, as she starts yelling "MA'AM !!! MA'AM !!" I turn around, and said "Yes?"
She proceeds to ask "Would you take this outside and throw it away? It has water in it." The cup had no liquid in it, it was half full of ice that had not melted. Done with her being so impolite the other time I had been in the store and asked her assistance, I smiled smugly and said in a soft voice "No, I really can't."
I called the manager shortly after 2pm today, explained to him the situation, that I didn't want anything, except to explain to him the importance of customer service needs to be explained to his cashiers, and that I had never felt unwelcome shopping there, but that I had been made to feel that way.
I waited for him to apologize or say he'd correct the matter, but he said nothing. He acknowledged what I said, but never said how he would correct the problem or sincerely apologized for the incidents other than to dismiss the yarn not being available as his fault.
What gives Hobby Lobby?
-Concerned read more