I genuinely cannot understand how this business remains open.
I placed an online order for pickup and arrived the next day expecting the most basic level of customer service. Instead, I was greeted by three employees who appeared far more interested in talking to each other than acknowledging a paying customer. I stood there for several minutes waiting for someone to even ask why I was there.
After I finally informed them that I had an order to pick up, they began preparing it and promptly managed to leave out approximately 75% of what I had purchased. More than $50 worth of items were missing.
When I asked about the missing products, the manager's response was not an apology, not an explanation, and certainly not accountability. Instead, I was told that "the system" had somehow deleted my order. Oddly enough, the complete order remained visible in my app and was sitting on my phone screen while this explanation was being offered.
Even after being shown proof of the order, the manager continued looking for excuses instead of solutions. At no point did anyone take responsibility for the mistake. The entire interaction felt like an exercise in avoiding accountability rather than serving a customer.
Mistakes happen in every business. What separates good businesses from bad ones is how they respond when those mistakes occur. This location failed that test completely. Between being ignored, receiving only a fraction of a paid order, and then being given a series of excuses rather than honest customer service, this was one of the most frustrating retail experiences I've had in years.
If this experience is representative of the standards being tolerated here, the ownership should spend less time worrying about online orders and more time ensuring employees understand customer service, accountability, and the basic expectation that customers receive the products they paid for. read more
