This Gelson's is our neighborhood store. In addition to being our neighborhood store, it is…read moreconsidered a premium grocery store, and it is also Japanese-owned. However, it does not feel neighborly, and its customer service certainly does not feel premium. As someone who visited Japan this summer, I can also say that the level of customer service is nowhere near what I experienced there.
I only shop at this location because it is literally within walking distance of my home. Every time I go there, I expect mediocrity, and unfortunately, that is exactly what I find.
The products are often not fresh, possibly because they remain on the shelves too long due to their premium pricing, and likely because no one regularly checks the inventory for freshness. Some products also have packaging that is reduced in size from the bottom, so you end up buying less than you think.
The staff is generally unhelpful, assuming you can even find someone to assist you. At most, when you ask where a product is located, an employee will tell you the aisle number. With additional prompting, they might point you in the direction of that aisle.
This is in stark contrast to stores like Whole Foods and Trader Joe's, where employees will not simply tell you which aisle to look in. They will walk you to the shelf and make sure you find what you need. If the product is not there, they will often offer to check the back, and if it is out of stock, they may even offer to find out when it will be available again.
After all, I come to the store to give them business. Why not help me do that, rather than making me feel ignored or like a bothersome customer who is taking time away from something apparently more important?
I remember once standing in front of the manager's station, waiting for the manager to appear, while one of the cashiers simply stared at me without asking why I was there or offering any assistance, such as calling the manager.
I have had many encounters at this location that I have simply chosen not to respond to or pay attention to. And I have observed the same behavior toward other customers. Employees seem to avoid offering assistance whenever possible. They see customers looking for help and pretend nothing is happening. Lines tend to get long, and managers are often unhelpful. Whenever you ask for assistance, it feels as though they are doing you a favor.
Unfortunately, this is another example of the negative changes I have experienced at this location.
I relocated to Calabasas, and before moving here, Gelson's in another area was one of my favorite grocery stores. I understood why it was considered premium. This Gelson's is not. Not in its service, not in its products, and certainly not in the attitude of many of the people working there.
I usually feel quite unwelcome in this store. The only exceptions are the security guard, who consistently greets customers, smiles, and makes them feel welcome, and the staff at the bakery, who are always prompt and very helpful. However, I believe this bakery is operated independently from Gelson's itself.
The employees range from indifferent and unhelpful to sometimes rude and defensive, and this extends all the way to management.
I am not sure whether this is due to inadequate training or employees simply being unhappy working there. However, I have noticed that in any company, including retail stores, employees tend to behave according to how they are trained and managed. If there is no feedback or expectation of better service from management, this behavior will simply continue.
I like Gelson's as a brand, and I think it is a great brand. But what is happening at our neighborhood location is not at all what Gelson's represents to me. A neighborhood store, especially one charging premium prices, should make its customers feel welcome and valued. Unfortunately, this one does neither.
