UPDATE: The store manager reached out to me and offered a very sincere apology to try to rectify…read morewhat happened, which I appreciated and I feel that it is definitely worth noting that she took the time to try and make things right.
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I was horrified by my experience at this store yesterday. I have lived in the Carmichael area for 10 years and have never experienced anything like this.
I went in to purchase a grocery bag and get cash back. For years, cash back has been available at the self-checkout registers. Apparently, that feature was removed two months ago, but there was no signage indicating this. My transaction completed without giving me a cash-back option, so I was confused and thought I had done something wrong.
I was the only paying customer in the self-checkout area. The employee assigned there was behind me having a long conversation with someone who had already finished shopping and appeared to be his friend. When I finally asked for help, both turned toward me as though I was inconveniencing them.
I explained what happened. The employee curtly told me cash back had been removed two months ago and said I would have to stand in a regular checkout line. When I questioned this, he responded, "Sorry, I don't make the rules. You don't like that? Go use the ATM in the corner." He then condescendingly told me, "You seem like you're having a bad day."
It was Sunday, only two cashier lanes were open, and the lines were nearly down the aisles. Instead of offering any assistance, he continued standing near a register only a few feet away while talking to his friend.
I asked to speak with a manager because I did not appreciate how I was being treated. The employee initially told me the manager was not there on weekends. After I asked whether there was seriously no supervisor in the entire store, he called an assistant manager.
The assistant manager came downstairs without a name tag, never introduced himself, and never gave me his name. This is where the situation became completely unacceptable.
As I moved away from self-checkout to speak privately with the assistant manager, the employee's friend followed me. He positioned himself approximately two feet away, listened to my conversation, smirked, and repeatedly interrupted. I politely asked the assistant manager to have him give me space.
Instead, this man began insulting me while I was trying to explain my complaint. He called me a "weirdo" and "crazy," said I had "issues," mocked my jewelry and facial piercings, and said, "Why don't you go get another weird f--ing piercing?" He repeatedly talked over me to tell management that I was the problem and his friend had done nothing wrong.
I asked the assistant manager directly, "Are you seriously going to stand here and allow another customer to follow me over here, call me names, and insult my appearance?"
He did nothing.
The other customer repeatedly mentioned that he personally knew the owner, saying things like, "Let Joyce know it's [name], I've known her for over 20 years." After that, the assistant manager became increasingly hostile toward me, raised his voice, and demanded, "Okay, so at this point, what do you want me to do about it?"
When I asked again why he was allowing this person to stand behind me and verbally abuse me, the manager defended him, saying, "He has a right to stand behind you" and claiming I was the one who addressed him. Ironically, while the manager was saying this, the man was behind me calling me a "f--ing weirdo."
The assistant manager witnessed none of the original interaction, yet immediately defended his employee and the employee's friend without reviewing cameras or, as far as I could tell, making any effort to determine what actually happened.
Whether management agrees with a customer's complaint is beside the point. Allowing another customer--especially someone who appears personally connected to an employee and claims to know the owner--to follow a customer, interfere with a complaint to management, curse at them, call them names, and mock their appearance while management stands by is completely unacceptable.
I never cursed at this man or insulted his appearance in return. I was trying to speak with management about an employee interaction and was subjected to personal attacks while the assistant manager refused to intervene.
If you are LGBTQ+, goth/metal, have facial piercings, or simply look different, I would think twice about shopping here based on how I was treated. No customer should be mocked or humiliated because of their appearance.
I left the store in tears, feeling bullied, humiliated, and embarrassed. After 10 years of living in this community, I never expected to be treated this way at a neighborhood grocery store. I will not spend another dollar at Raley's or Bel Air after this experience.