Random musings about my life and my journey to finding more meaning and purpose.
Customer Disservice
Posted 01-14-2008 at 09:48:30 PM by Carolina Momma
Yesterday, I had a not so pleasant experience at Lowes Foods. We had a very new cashier (she said it was her first day) and I had three wine tags for deli items - not a good combination. The cashier did nothing wrong but it was our bagger and the other cashier who came over to "help" that got my blood boiling. When the other cashier came over and saw my other coupons, she not so quietly whispered to our cashier "Be sure to check those dates". As if I was trying to pass off expired coupons. And then when the CSM finally came over to assist with entering the wine tags, the bagger told her we didn't buy the items the wine tags were for. 
The bagger hadn't even looked at our coupons. Of course everything was there and the CSM verify it and entered the WTs, no problem. We thanked our cashier and the CSM for their help, and left but I was steaming. I felt like I was being treated like some kind of criminal (and being accused of such) for using coupons. I'm not a complainer by nature. I've had some bad service before regarding coupon issues, but I try hard to pick my battles. I do appreciate the great sales and coupon policies our stores have here and try to be as courteous as possible when dealing with store staff. But yesterday, I couldn't let that go. As a customer, I shouldn't be subjected to treatment like that just because I'm using coupons. So I sent an email to Lowes customer service. And got a reply back this afternoon.
Good afternoon Ms. M.,
Thank you for your e-mail concerning your recent experience at our Sxxxxx Rd
in Raleigh store. Receiving feedback from customers like yourself is very
important to Lowes Foods as it allows us the opportunity to improve our
operations to serve you more fully.
Our goal at Lowes Foods is to provide you with the freshest quality product for
you and your family along with the highest level of customer service. We train
our employees to be friendly, attentive and responsive to our customers needs.
Clearly we have let you down in these regards. Rest assured that we will
forward this information to our store management team to correct these areas of opportunity.
On behalf of Lowes Foods, we would like to apologize to you personally for the
situation you encountered at our store. We value you as a customer and greatly
appreciate your business. Please allow us 24 hours to discuss these issues with
the management staff. Once a resolution has been reached, our store management
team will contact you personally to ensure that these areas of opportunity have
been resolved to your satisfaction.
Thank you for your faith in Lowes Foods to make the necessary changes so you can
continue to shop for your groceries at Lowes Foods.
Valery Smith
Lowes Foods Customer Care Center
I'm really glad I got a response and an apology. Even if the store management doesn't contact me, at least I feel like I've been heard.
The bagger hadn't even looked at our coupons. Of course everything was there and the CSM verify it and entered the WTs, no problem. We thanked our cashier and the CSM for their help, and left but I was steaming. I felt like I was being treated like some kind of criminal (and being accused of such) for using coupons. I'm not a complainer by nature. I've had some bad service before regarding coupon issues, but I try hard to pick my battles. I do appreciate the great sales and coupon policies our stores have here and try to be as courteous as possible when dealing with store staff. But yesterday, I couldn't let that go. As a customer, I shouldn't be subjected to treatment like that just because I'm using coupons. So I sent an email to Lowes customer service. And got a reply back this afternoon.Good afternoon Ms. M.,
Thank you for your e-mail concerning your recent experience at our Sxxxxx Rd
in Raleigh store. Receiving feedback from customers like yourself is very
important to Lowes Foods as it allows us the opportunity to improve our
operations to serve you more fully.
Our goal at Lowes Foods is to provide you with the freshest quality product for
you and your family along with the highest level of customer service. We train
our employees to be friendly, attentive and responsive to our customers needs.
Clearly we have let you down in these regards. Rest assured that we will
forward this information to our store management team to correct these areas of opportunity.
On behalf of Lowes Foods, we would like to apologize to you personally for the
situation you encountered at our store. We value you as a customer and greatly
appreciate your business. Please allow us 24 hours to discuss these issues with
the management staff. Once a resolution has been reached, our store management
team will contact you personally to ensure that these areas of opportunity have
been resolved to your satisfaction.
Thank you for your faith in Lowes Foods to make the necessary changes so you can
continue to shop for your groceries at Lowes Foods.
Valery Smith
Lowes Foods Customer Care Center
I'm really glad I got a response and an apology. Even if the store management doesn't contact me, at least I feel like I've been heard.
Total Comments 3
Comments
 |  UPDATE: Got a Call From the Store ManagerJust got a call from the store manager Paul. He said that before he even received the email from corp. customer service, the CSM who helped us had made him aware of what happened. He said he took care of the bagger and when he found out the other cashier involved, he would take care of her too. He apologized profusely and agreed there was nothing wrong with our coupon usage. Overall he seemed very upset that a customer was treated so poorly. And said the next time we were in the store to stop by the desk and ask for him and he would take care of us  |
  |
| | DH & I met with Paul tonight. He apologized again and told us how much he appreciated our business - he sees us there quite frequently. He also gave us a $25 gift card! |
| |
| |  Wow! Sounds like a store manager who knows his business! :) Glad it worked out. I would have been ticked too! |
| |
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