Before I leave my bad review for the Cato's Store at Kroger Shopping Center, 741 Campbell Ln,…read moreBowling Green, KY 42101 I want to point out that the General Manager for this location returned my call to apologize for the actions of this store and not only offered to make it right but pointed out how the Immediate Manager for this store or the shift was in the wrong.
On 9/2/2024 Labor day I took my disabled mother who is in stage 4 kidney failure to shop at Cato's and go out to eat. Most of the time she shops local to Russellville KY because she just can't handle a very far drive and is weak.
Upon entering the store we were not greeted which is unusual.
My mother wanted to shop the clearance racks and there were at least 3 racks to look at. I helped my mother pick out some nice tops and outfits from the clearance and then helped her to get some jewelry. In all we spent over $100.
Before I explain the situation just know $2 is not anything of significance to us I am complaining due to how it was handled and how unethical this Young Girl Manager was and how rude she was with not only her voice, what she said, and looks.
While checking out I always pay attention to make sure the price at the register matches the clearance price on the tags and the last top she rang up $15.99 and not the clearance price of $13.99. I asked her to go back and check this before paying and she did and she said, Well its not coming up the price on the tag". I then asked her to honor the price marked by her and she then said very rude rolling her eyes, " I didn't write this and we don't honor the price if it doesn't come up that price at he register", despite that multiple of that same top was marked down to $13.99 on the rack. The young girl Manager then says very rudely, "We are not allowed to honor the price and I can't change the price!" She outright refused to do anything. After this she continued to stare me and my elderly mother down treating us like garbage. I told her as a Retail Manager myself for stores much bigger than this for the last 35 years that if that's not the correct price she should pull all those tops and correct it. She didn't say I understand, I will, or apologize and smirked at me.
In all my years managing thousands of employees of all ages I can't believe someone like this would be allowed to manage this store or even work at Cato's Clothing. She doesn't belong in retail and this young girl has no manners, no experience in customer service and no ethics. She also doesn't have empathy.
I could run circles around this store inside and out and still manage employees and give complete satisfaction to all customers who walk through that door and I guarantee no employee would be managing my store or go near my customers who acted like this. Hopefully she will receive constructive criticism and learn from it, if not she needs to be fired.
With all of the retail experience I have not once have I ever heard of any store not honoring the price you advertise to the customer especially when you or your employees mark a clearance price on not just one item but all of the same item. I can understand one mistake this happens but it was on every single of the same top.
Lastly when you work in customer service of any kind such at retail stores, call centers, food service, delivery, and others where you have direct contact with the customers you leave the attitude at home.
Empathy, good moral towards the customer, and problem-solving are Core Skills in providing excellent customer service.
Here are some ways to demonstrate good morals towards customers:
Promote ethical behavior, Lead by example, Communicate values and expectations, Be empathetic, Be fair, Be trust worthy to Customers, Be responsible & Be caring.
If you are Manager you must have all of these qualities including,
Leadership, Adaptability, Time management, Customer-centric mindset, Patience, Continuous improvement, Building relationships.
I know you remember me. Just know not every customer will put up with this and I was one of them and called Home Office.
