Having just moved back to South Tampa, after about 10+ years gone for work, this location was a great place to shop, phenomenal customer service and really only competed with the the closed Kash Karry (now a Winn Dixie) on Swann in Hyde Park.
Moving into a home in GolfView just off Henderson, you can imagine my delight knowing that Publix was less that 5 minutes away. My first visit there about a month ago went something like this:
1) Arrive at Publix on a Saturday 2) drive around the parking lot for about 10 minutes trying to wrangle a spot 3) never find a parking spot 4) drive away and go to Winn Dixie, Hyde Park. Result: Got a loyalty card there and have been shopping faithfully and enjoying my ever increasing gas discounts.
Last night, decided to stop at this Publix real quick - I mean it is a Tuesday evening - take a chance on parking Derek! Parking was not too bad, although still pretty crowded. I pulled in and rejoiced that I could give my local Publix a try!
Walked in and the first thing I notice an employee with a green apron that has brought the carts back in the store is leaning against the shopping carts texting on his phone. After standing, there looking at him, waiting for him to move, he finally looked at me and said "what?". I then pointed at the carts and said, "just trying to get one" and he rolled his eyes and moved a few feet to the left. Okay, not a brilliant start but maybe he was texting for an emergency or something.
I proceed over to the hot deli counter and all the girls are screaming back and forth at each other in Thai or Vietnamese. I couldn't exactly decipher which language above the loud hum of their voices. Proceeded to meat deli and was assisted by a very nice older lady with white hair and she made me smile (great employee). After about $40 in sandwich meats and cheeses for a party later that evening i rush around trying to buy wine and more.
I didn't really interact with anyone else during the shopping... the aisles seemed well stocked, the fish and meat counters looked fresh, veggies well taken care of... etc.
They did not carry the Starbucks Iced Coffee I like in the cold area - no biggie; I can always swing by the WD tomorrow.
Then I get to checkout.. oh boy, this is when it all breaks down. The service by the cashier Julie (loyal team member since 2006) and her sacker at about 6:30 pm was nothing less than nonexistent. Julie (frowning and looking down) started immediately checking my groceries and I hear "Plastic fine?" screamed down the counter at me from the female sacker? I don't have a chance to answer as she turns to chat with all the other girls in green uniforms walking back and forth, bored and excitedly talking about plans later in the evening. One girl stops by and starts dancing with my sacker - not once do any of them look at me, a confused man standing there in the black suit, wondering if anyone is going to provide some interpersonal customer service.
Finally the lack of ANY service is deafening to me so I say, "so, Julie, how is everything going today?" in which she continues looking down, frowning and says "Guess I'll make it". The sacker stops doing her job when she hears me break the silence and stares like I broke a cardinal rule by interrupting their job. She never said anything, just rolled her eyes and continued sacking.
$180 is announced and I swipe, sign in silence and am handed a receipt. No thank you, no can I help you out, nothing. Bizarre! As I push my car to the door I counted 12 girls in green tops running around horse playing with each other doing absolutely nothing.
I decided to call since my receipt said that the general manager was John. Got in my car and dialed... Antonio (I believe) answered in Customer Service - but he spoke so fast that I couldn't really get in name). I asked for John "Not here" well then can I speak to the store manager? "He is off". Can I speak to the Assistant Manager? "they are off too". What about the Front-end Manager? "Off". I say, "are you trying tell me that at 7pm on a Tuesday, with a crowded store, there is no management in charge?" Antonio says "yep - no one in charge except we have a Grocery Manager back there". I said "so, there is no one there except the grocery manager until tomorrow?" "Yep". I thanked him and said I would call back and he just said, "Okay and hung up".
This seemed crazy to me. I'm not a grocery executive - but I am a Chief Executive of my company and to leave a business of that size alone, with bare minimum management and a customer service representatives answering phones that cannot handle service recovery calls just seemed unacceptable. If I had been able to share my concerns with management - I wouldn't have to resort to social media.
I'm not sure if I will give Publix another try and if I do... they have set the customer service bar so low, that the only direction would be up. read more