I was a victim of predatory towing when I went to this Key Food store recently. I found they had several violations to the City Law and I filed DCA complaints. This review is about the service that I received at Key Food.
On the day of the incident, my husband and I went to the store to inquire on who called the towing company and authorized the towing of my car. On the following Monday and Tuesday, I went to the store to ask for their DCA (Department of Consumer Affairs) license number. The store manager behaved very rudely and impatiently on both occasions. Here are some facts:
1. The inquiry should have been quite smooth if the manager was honest from the beginning. But he changed his responses from "the towing company hired someone to monitor and call", to "the landlord called", to "the landlord told me to call".
2. The manager disrespected customers by interrupting our questions and yelling at us. In addition, he blamed us for not asking him nicely, blamed us for not understanding English, and threatened to call the police on every visit. On my third visit, I called the police upon receiving his threat.
3. On our first visit when we left the store, the manager yelled at us remarking "Do you know who you are, and do you know who I am?" I think he meant something more than what we understand about customers and a store manager.
According to the Consumer Bill of Rights, a consumer has the right to be safe and the right to be heard. I have been shopping in this store for 13 years, but now I don't feel safe to go there. The last two times when I went into the store and politely asked "may I have your store's DCA license number as I do need it to file a complaint", the store manager took out his phone within a minute and threatened to call the police.
As for the DCA license number, I was able to find many Key Food stores' DCA numbers but not this store. The store manager refused to give it to me. The police officer suggested I call the Key Food headquarters to get this store's license number. I wonder why the store manager was afraid of my complaints and made such obstacles if he didn't do anything bad.
I've never had such a terrible customer service experience before. This new store manager was too aggressive and treated customers in a hostile manner. He lacks professionalism and doesn't know how to communicate with customers. His frequent police threat makes me think he is incapable of handling customer service issues by himself. read more