I don't really leave reviews or take the time to review things of this nature, but when I tell you…read moreI am GOOD off of Sprouts, I mean it.
I went to Sprouts two days in a row looking for their family meal deal. I was told they were having an issue with a late truck, and I completely understand that things happen that are outside of the store's control. My issue was not that the truck was late. My issue was how the situation was handled.
I asked to speak with a manager because I was hoping there might be some type of alternative solution. For example, if the store didn't have the cooked salmon available, perhaps they could have offered the raw salmon as an alternative. Instead, I was simply told that they couldn't control the trucks because they weren't their trucks, and that was pretty much the end of the conversation.
I went ahead and paid for my groceries. The same manager I had spoken with apparently gave me a $5 coupon, but she never communicated that to me. She came to the register, swiped something, and walked away. I had no idea what had even happened until I later realized I had received $5 off.
I am not someone who normally complains. I truly don't have the time or energy for it. But I was kind, respectful, and understanding throughout the entire interaction. I used to work in management, and I understand that you can't always fix every problem. However, you can offer alternatives when possible, and if there is no alternative, simply treating the customer with kindness and acknowledging their frustration goes a long way.
I ultimately contacted Sprouts customer service to express my concerns. I wasn't complaining about the manager personally. I was explaining that I had come to the store two days in a row, the product still wasn't available, and I wasn't offered any alternative.
What happened next was honestly weird and nasty.
The manager, who I believe was named Tia, called me after I contacted customer service. There was no, "Hello, how are you?" or even an acknowledgment of my concerns. The conversation started with her saying something along the lines of, "Ma'am, I gave you $5 off," in a very stern and demanding tone.
I said, "Okay, well, I didn't realize that."
And that was basically the end of the conversation.
No apology. No empathy. No, "I'm sorry we weren't able to accommodate you." No acknowledgment of the fact that I had gone to the store two days in a row. Just a phone call to tell me that she gave me $5 off, as if that somehow resolved the issue.
I took FOUR Ubers to Sprouts. Two the first day and two the next day, just to go to the store and purchase food. I made the effort to come back a second day, and I was still understanding about the situation. The least I expected was to be treated with basic courtesy and respect.
Instead, I received a phone call that felt as though I had done something wrong or inconvenienced her personally. Ma'am, I am the CUSTOMER. I didn't call you to argue. I called customer service to share my experience and hopefully help address the issue.
And let's be clear, this was never about $5. I came into the store expecting to purchase a family meal that would have cost around $30, and I still ended up spending $62 in the store. The $5 wasn't the issue. The lack of communication, customer service, and basic kindness was the issue.
The other employees I interacted with seemed perfectly pleasant, so this isn't about everyone at the store. But the management experience left a LOT to be desired.
I used to be in management, and one thing I know for sure is that you don't have to be able to fix every problem. But you should know how to communicate, offer solutions when possible, and treat people with kindness. If you don't like your job or don't want to deal with customers, maybe it's time to find something else.
As for me, I'm good on Sprouts. They can have it. I'll find another location, or I'll just shop at Trader Joe's.
Y'all have a good one with that.
