Trader Joe's is one of the stores I have been shopping at since the 90's. When I moved away I looked for Trader Joe's, and when we moved back I knew this one was still here with the same great food. So why the bad rating?
Well, lately it's pretty clear that TJ is getting rid of name brand items and replacing them with their own. Not bad, but many of these items make no sense. Soy cheese, and if you look at the ingredients, they still contain dairy. What's the point of that? Do some people just love the taste of soy cheese? No, it's either because you are lactose intolerant--which is not helped with TJ cheese--or you don't want items without animal products. Either way, this is not sufficient for the low rating, what happened this last week is what prompted the low rating.
My wife and I stopped by after braving the mall to grab some favorite items and then head home. The last thing was alcohol. My wife grabbed a 6 pack and the box tore and the cans hit the ground. Of course at this point she is embarrassed, and a TJ employee walks over. We pick up the cans to help, and he says nothing. Very annoyed look on his face, so my wife explains what happened and he still says nothing. He takes everything and walks away. So now my wife feels embarrassed and this employees behavior reinforces the idea that she did something wrong. Real great customer service. Make your customer feel uncomfortable and say nothing to them AT ALL.
She tells the checker, and the checker makes a joke like it was no big deal, because it wasn't. That's the point, you do your best to make the customer feel comfortable, ESPECIALLY when an accident like that happens. My wife never complains, never talks to management, I think because she has worked retail for so long. It can be hard work, but this time I could tell she felt so bad, she finally stood up for herself as I have been asking her to do so for so long, and mentions to the counter folks that this employee was rude and could have been nicer.
Will they do anything? Will this guy see that he could have simply cracked a joke, made an embarrassed customer feel that what happened was nothing? No, i'm cynical, I imagine this guy will think my wife is a bitch and he did nothing wrong. Well, here's the deal, Trader Joe's is no longer the only place to get food like this in town. Sprouts is bigger, has more options, actual vegan cheese, and get this, not ONE employee would have acted like this guy. There are helpful people at TJ, but this interaction was ridiculous, unnecessary, and sealed the deal for me shopping elsewhere. If an employee is having a bad day and can't check their attitude at the door, then hire one of the MANY unemployed folks in this city that would LOVE to work at a store like this and make everyones day brighter. But we both have worked retail and know that they will explain this guys behavior away, make jokes, or whatever. So fine, we'll simply be happy to save gas and spend our money at a store that doesn't leave one of us driving away thinking we did something wrong when it was AN ACCIDENT. See how long this review was? See what one employee did to ruin another persons day?? Ridiculous. read more