Upon entering the store, I encountered an unwelcoming atmosphere from the staff. As a potential first-time customer, I had high hopes of receiving assistance with a specific bottle of Cabernet Sauvignon and Merlot that I had seen online. Unfortunately, I was not greeted by any staff member upon my arrival. Nevertheless, I proceeded to grab a shopping cart and place my purse and shopping bags from a previous store.
A representative from a separate company was at a set-up table offering wine samples, and she was very friendly. While interacting with her, an older, tall male staff member with glasses approached me from behind and abruptly stated, "Excuse me, ma'am, I'm going to have to keep your bags with me!" He was already holding his hands in position to grab my bags without me having a moment to process the situation.
Startled by his abruptness, I inquired, "Even if they are in the shopping cart?" to which he responded, "Yes. It is our policy, and we do it to everyone..." I responded, "Okay, well, let me secure them first," and proceeded to tie up my shopping bags while everyone started at me. He continued hovering over me, ready to swiftly grab them. When I attempted to hand him the first bag, he had already placed his excited hands on my purse, and I promptly stopped him, informing him that it was my purse.
He responded, "Okay. Well, I'll make sure to keep my eyes on it!" to which I replied, "No, you are not taking my purse. I will hold onto my purse, but I can give you the shopping bags. I have never had someone go to grab my purse in that manner." He rolled his eyes and proceeded to go behind the register counter, placing my shopping bags, which included food items, on the floor.
The representative at the wine sample table repeatedly apologized on his behalf and informed me that she was affiliated with a separate company and had never witnessed nor experienced such an encounter. However, upon observing other patrons entering the store after me, I noticed that the staff member did not demand to take their bags. After conversing with the representative at the wine sample table and discussing that unruly interaction, I decided to return the shopping cart and take my business elsewhere as there were other stores that carried the same bottles of wine that I was going to purchase.
I requested my bags back from the staff member, as I found it unhygienic that he had placed them on the floor rather than a higher up surface. Without my inquiry, he reiterated that it was store policy for them to collect customers' bags. I reiterated that it was inappropriate for him to seize my purse in the manner he did, to which he responded with a dismissive and rude demeanor, waving his hand in my face and mumbling under his breath with his back, turned to me.
The staff at this store could significantly improve its customer service by implementing a welcoming greeting to all patrons rather than just demanding bags from certain customers. Additionally, the eagerness to seize my bags and proceed directly to my purse was highly inappropriate. Furthermore, placing my shopping bags on the floor was also unsanitary. I was made to feel unwelcomed, targeted, humiliated, and rushed. First impressions are crucial, and this entire interaction led me to decide against becoming a potential customer for this store. read more