Here's a letter I wrote to Steve Burd, the CEO of Safeway:
"I just had the most miserable shopping experience of my life.
I had it at Safeway store #2713 located at 12410 fairwood parkway in Bowie, MD 20720. Store employee Robert M. is the primary reason for my miserable shopping experience.
Before I go into what happened, let me be the first person to say [1] I used to really like (no love) this particular Safeway store. I was the first to review this store on yelp.com And [2] I have loved and used Safeway stores for years. I've shopped at Safeway stores since there was a store on Michigan Avenue, NE between Webster & Allison. I 'grew up' and still live around the corner from that former Safeway store location. I do not harbor any ill will against Safeway stores. As a result of this letter, it is my hope that some employee sensitivity training will take place; that Safeway employees will get better.
Here's what happened:
I entered the Safeway, shopped, and took my two items to self checkout. I completed scanning those two items. Robert M. came to my checkout stand. He tried to distract my concentration by asking a question about my attire. It was Saint Patricks day; the temperature in Bowie, Maryland was 49°F. He asked me "why I had on a coat covering up my St. Patrick's day green clothes." (That is fine, man. Go ahead. Make your idle chit-chat, go right ahead. Fine. Fine.) I managed to stay focused and tune out Robert M. to the point where I said nothing to him. I concentrated on the sensitive technology of the self checkout machine, handed him my reuseable bag in which to place my two items. He did. Then he set the bag onto the bagging area and walked away. (Thanks buddy. Fine.)
Now, instead of proceeding to the checkout screen, the sensitive self checkout machine tells me that there is an unknown object in the bagging area. (What the HELL?!) I had the same two items that were previously just sitting there; only now, they were inside of my reuseable bag. So I lifted the bag off of the bagging area. The sensitive self checkout machine proceeds to tell me to replace the items. I do but the sensitive self checkout machine still does not allow me to "finish and pay." (Ugh, I do not have time for this!) I move from that sensitive self checkout machine to the next one. All the while, Robert M. has moved on to the individuals at another checkout stand, presumably to mess up their transactions and walk away. When Robert M. notices that I have moved to another self checkout, he comes back over and starts trying to touch my items and mess up my transaction again. I say "no no no please do not 'help' me. Please do not 'help' me."
[...] I completed the checkout process at the second checkout stand, paid, and when my transaction was complete, I placed my two items into the bag without the "assistance" of Robert M.
When I exited the store, I heard Robert M. repeatedly "making fun" of the interaction with me. That is not good customer service in my opinion. So I took the extra two seconds to come back into the store to actually look at Robert M.'s nametag. That is the reason I know (and am emphasizing) store employee Robert M. He ruined my shopping experience at Safeway Store 2713 with unnecessary interruptions to my transaction and "acting a fool" when I exited. With my difficult family situation, traffic, work, etc. I really just didn't need that kind of thing. I really didn't. It was unnecessary.
At any rate Mr. Burd, you can see that I am a writer. I'm extremely calm, cool and collected. I believe in telling my story. Now there are two sides to every story so please take this as an opportunity to confer with Robert M.; hear his side. Mr. Burd, I truly believe that you and other Safeway employees do care about customer service. I also believe that by telling you my story, you can possibly inform the employees that staff the self checkout stand that sometimes highly intelligent technologically savvy customers with only two items may not need help putting their items in a bag, may just want to complete their transaction on their own. You might also inform the staff of the self checkout stand that making fun of customer interactions in a loud voice is not good customer service. Thank you for listening. read more