Dearest Charlie Uz,
I am writing to formally express my concern regarding an experience I recently had at the Publix located at 1220 E Palm Drive, particularly regarding the conduct of Store Manager Elias Gonzalez and the level of customer service I received.
At approximately 3:20pm, I went to the store to order two salads. There were two ladies ahead of me being assisted by a gentleman. I waited until I was called by a female employee whose ID badge was not visible, so unfortunately I was unable to get her name.
I proceeded to the salad station because that was where I wanted to place my order. The employee stopped at the sub station, and I politely asked her to come over to the salad station because I was not ordering anything from the sub station. She continued asking me what type of meat I wanted. I explained that I understood her question, but that I was asking her to come to the salad station because I wanted a specific cut of meat rather than the pre-cut meat.
When she did not come over, I asked to speak with a manager.
Mr. Elias Gonzalez came out to speak with me. I explained what had happened, including my concern that the employee's ID badge was not visible. I did not feel that Mr. Gonzalez handled my concern in a professional or helpful manner. When I mentioned the employee's badge, he stated that she was wearing a sweater. I questioned whether Publix employees are required to have their identification badges visibly displayed. I was later informed that employees are expected to have their identification badges visible. Unfortunately not for Mr. Gonzalez.
I then asked to speak with another manager, Kristina S, who had assisted me with a previous issue. Kristina recognized me immediately and asked where I had been because she had not seen me in months. I explained that I was still upset about a previous experience at this same location.
On that prior occasion, I had gone to pay for my purchase and was told by the cashier that she was closing her register and that I needed to go to another cashier. While I understand that employees may need to close registers, I felt the way the situation was handled was discourteous and contributed to my overall dissatisfaction with this location. Ms. Kristina was present when this occurred, she did address the employee.
I also previously had an issue with the bakery department at this same store when the bakery manager spelled "HAPPY BIRTHDAY" incorrectly on my cake. I had taken a picture of the cake, and Kristina S saw the picture and apologized to me.
What concerns me most is the repeated pattern of customer-service issues I have experienced at this location. I have been a regular customer of this Publix, and it is literally across the street from my home. Despite that convenience, I have reached the point where I no longer feel comfortable shopping at this location.
I believe the leadership of a store sets the standard for how customers are treated. As the Store Manager, I expected Mr. Gonzalez to listen to my concerns, address them professionally, and make an effort to resolve the situation. Instead, I left feeling dismissed and disappointed.
I am asking Publix to please review this situation, including the conduct of Mr. Gonzalez and the customer service practices at this location. I would also appreciate clarification regarding Publix's expectations for employees displaying their identification badges while working.
I have been a loyal customer, and it is disappointing that I now feel compelled to take my business elsewhere even though this store is so conveniently located to my home.
Thank you for taking the time to review my complaint. I hope Publix will take my concerns seriously and use this situation as an opportunity to improve the customer experience at this location.
Sincerely,
Ms. Timmons read more
