This review gets one extra star (for a grand total of two) ONLY because one of three staff members (or so she said; that there were only three people working in the store today) put on some good customer service for the 15+ of us waiting outside the store. The other two need customer service and decency training.
April 2020, many people have lost jobs, people are stuck inside hiding from a deadly invisible enemy. Last thing anyone wants is a rude clerk when they went to buy some grown folk happy juice (in all fairness, clerks don't want stank attitude customers either). We ordered our bag of fun at 1:20p. Expecting it would take an hour to be ready, maybe a *little* more, we ran errands around Pinole. At 1 & 3/4 hours, still no "order ready" email. We were out of errands and home was too far away to go home then come back. So we went to BevMo. The doors were partially open but blocked by a woman who must have had more than her fill of ______ (fill in the blank of whatever made her mad). We sat in our car for a few minutes, watching customers walk up to her, talk back and forth and then walk away either back to their vehicles or off to the side of the doors to form a line. Considering it was well over one hour since we had placed our order, we decided to politely approach her and see if by chance the order was ready or if there was an ETA. She was curt and brash in turning us away, saying that unless we had received an "order is ready" email then there was no way our order was ready so wait for an email or call. Once that was said she turned her attention away from us as if we didn't exist. We went back to our car which happened to be parked right in front of the store and watched for the next 30 minutes as she increasingly got madder and snappy with people that would come up. One particular woman must have really agitated this clerk because she started clapping her hands sarcastically with each word of whatever she was trying to tell this customer. Then this clerk walked away from the conversation, saying she needed to get some air or some space. Next some man started coming to the door periodically, looking very angry and unfriendly, barking out names and acting as if everyone was interfering with the progress of his day. We finally decided to get in what was now a long line forming outside the store of people who wanted to pick up their items and get on down the road. When we finally got to the front of the line, the same rude clerk stared at us silently and then made a sarcastic joke about our not approaching her table (but after what we had seen with our own eyes and heard, who wants to approach that attitude anyway? Plus if you want someone to come to you, it's common sense to gesture to them or tell them "next in line" or something, not just stare at them). Then a third woman who looked stressed but also looked like she was doing the best she could ask for our order number and name. It was at this particular point in time, not by a sign written on the door earlier in the day and not by any other clerk or manager telling any of these customers anything, but by this one woman's lightbulb-in-head realization that she should inform everyone in the long line that the computers had crashed *earlier in the day* and many orders had not been printed out so they had to fill these orders as people arrived. Yeah, so much for wait until the email or call - we still would have been there when they happily sauntered off home after closing. If either one of the other two clerks had simply told people this information right up front, it would have saved a lot of frustration and anger and bad taste in the mouth for many people, including the clerks. But for whatever reason, they didn't think we needed to know that they were having problems inside. Thankfully this third clerk who informed us of the computer issues took our information and within five minutes (roughly 3 hours after the order was placed) got our items bagged and confirmed and into our hands. When we walked away toward our car, she was continuing to take people's information so they could get their orders processed. THANK YOU overworked-but-trying-your-best-to-be-nice-lady, wish I knew your name.
This isn't the first time we've had to deal with bad attitudes at this store. Unfortunately for us, it happened to be the most conveniently located BevMo for our schedule. And the attitude stuff is sad too because aside from being wedged wayyyyy in the back of a strip mall with only one way in and out, it's a pretty nicely laid out and lit store with plenty of options and space. I guess if you are a callous person or a robot, then none of the above matters (however waiting almost 3 hours for an order is going to anger anyone) and you can get in, pay, and get out. Watch out for this location, especially if they are having a bad day. You'll be having a bad day too (till you crack open a bottle and fix that; maybe those people need a shot or two also). read more