Subject: Ongoing Lack of Customer Service in Aquatics Department West Melbourne #01515
I am writing to express my ongoing frustration with the lack of customer service in your aquatics department.
On several occasions, I have entered the store specifically to purchase aquatics, and there is consistently no one available in the department to assist customers. In the rare instances when an associate is present, assistance is still not offered.
Last night was the final straw. At approximately 5:45 PM, I entered the store again to purchase aquatics along with a few other items. While I understand the store was somewhat busy, there was a young woman working in the aquatics department who was assisting another customer. I made eye contact with her, yet she did not acknowledge me in any way. Instead, she used her walkie to request assistance for the registers. A simple acknowledgment such as "Someone will be with you shortly" would have been sufficient.
Frustrated, I gave up on purchasing aquatics yet again and proceeded to checkout with the one item I had picked up. While checking out, I explained the situation to Jake. His response was that I "should have asked someone for help" and that employees "sometimes get overwhelmed." His tone was dismissive and unprofessional, which only added to my frustration.
To be clear, this is not an isolated incident. I have attempted to purchase fish at least five times, and every experience has been the same. The consistent lack of assistance and poor customer interaction suggests a need for improved customer service training across the store.
I hope this feedback is taken seriously. Customers should not have to repeatedly abandon purchases due to lack of support, nor should they be spoken to in an unprofessional manner. I strongly encourage management to address both staffing and customer service standards, and to remind employees--particularly Jake--to be mindful of their tone when speaking with customers.
Sincerely,
A concerned customer read more