Background:
I went into the Windham NH location around 3:30PM yesterday for a variety of grocery items. Most importantly, I was intending to get lobsters for a 75th birthday party we were having at the house yesterday afternoon.
When I arrived at the seafood counter, nobody was available and the sign said to go to the meat counter to request service. The individual in line before me already contacted the meat counter and was sending someone. A staff (woman in her 50-60's with glasses and blonde hair) finally came to the counter and began openly complaining how she had a 9 hour day and couldn't even have time for a proper break, which was meant to insinuate that our request for seafood was impeding on her break.
The gentleman before me then asked for three lobsters. In a very rude way, the staff highlighted to the man she could not steam them for him because there were too many orders ahead and she didn't have time (even though the advertisement said "steamed" lobsters). The other gentleman was annoyed, but asked her to give the lobsters to him live instead.
As the woman was heading to the lobster tank, I mentioned to her that I also planned to get lobsters as well in case it helped her. She then snapped at me and said "one order at a time, sir!", to which I became very annoyed. The other man looked at me in disbelief at what we just saw. I explained I was only trying to make things easier on her, but she did not apologize, nor look up from the tank. After they left, I could see that the other gentleman's wife was very upset that the staff would not steam the lobsters for him.
I was then asked for my order, to which I asked for seven lobsters. The woman informed me that the limit is 4 and she couldn't help me. She said I would need to come back with someone else if I wanted more than four. She pointed at all of the rest of the lobsters in the tank (30+ lobsters) and scolded me by saying I would be taking lobsters away from other customers (to which there was nobody even near the seafood counter waiting). I looked at the sign and in small print at the bottom of the card it stated limit 4 (apparently there was a sale for $5.99/lb on 4 lobsters). Dumbfounded, I asked her what to do since I had family arriving at the house expecting me to bring home lobsters. She said she could not help me and that I should go seek out the store manager.
At this point, I wanted nothing to do with the woman, or the store, as I was completely fed up. I left my entire shopping cart with over $100 of other grocery items in the center of the store and promptly walked out to my car. I then drove directly to Market Basket down the street. On the drive to Market Basket, I called the seafood counter and spoke to a very nice gentleman and asked if they had lobsters. He informed me that their regular price was $5.99/lb (with no limit) and that they will steam them while I wait.
Summary:
Long story short, we had a very pleasant evening celebrating a birthday on our patio with freshly cooked lobsters, with no help from Shaws in Windham NH or the woman at the seafood counter. My family and I will not being coming back to this location again. I unfortunately will also hesitate going back to any Shaws locations again unless I hear how their management intends to improve their customer service experience. read more
