To Whom It May Concern,…read more
I am submitting this correspondence as a formal complaint concerning the conduct of an employee at your store during my visit yesterday, 7/11/26 between 1:20 pm -- 1:30 pm. The treatment I received was unacceptable, inconsistent with reasonable customer service standards, and warrants immediate review by Cub Foods management!
I approached the guest services counter for the lawful purpose of completing a purchase using United States coin currency, specifically quarters. At all times, I remained calm, respectful, and cooperative. Despite this, the employee refused to assist me. Rather than professionally explaining any store policy or attempting to resolve the situation, she made a dismissive remark, abruptly terminated the interaction, and walked away, leaving me standing at the counter without assistance!
Equally troubling was the employee's demeanor. She displayed what I reasonably perceived to be open hostility, including an angry facial expression and narrowed eyes immediately before walking away. Her conduct conveyed contempt rather than professionalism and left me feeling humiliated and publicly disrespected.
The employee represented herself as a manager. However, I observed that her name tag did not identify her as holding a managerial position. I request that Cub Foods determine whether she was, in fact, authorized to represent herself in that capacity.
I am Latino, and I left this interaction with a genuine concern that I was treated differently because of my ethnicity. While I recognize that only a thorough investigation can determine the motivation for an employee's conduct, I cannot ignore the fact that I experienced treatment that was markedly discourteous, dismissive, and degrading. Every customer, regardless of race, ethnicity, or national origin, is entitled to equal treatment, dignity, and respect while conducting ordinary business.
Accordingly, I request that Cub Foods promptly investigate this incident, including reviewing any available surveillance footage, identifying all employees involved, determining whether company policies or standards of conduct were violated, and taking whatever corrective action is appropriate. I also request a written response outlining the findings of your investigation and the measures implemented to ensure that customers are treated professionally and respectfully going forward.
Organizations are ultimately judged not only by the policies they publish, but by the conduct they permit. I sincerely hope Cub Foods will treat this matter with the seriousness it deserves and demonstrate its commitment to providing all customers with fair, respectful, and professional service.
I look forward to your timely response.
Respectfully,
Natalia Esperanza
