"Angie." Customer service desk cashier at the Tarpon Springs store, #2531. WORST CUSTOMER SERVICE I have received in a LONG time. Angie was helping a woman with lotto this morning at around 10:20 am when I got to the counter. Store mgr. was also there, but left soon after. I stood behind the only customer for about five minutes while they went on and on and on and on about lotto, Angie'snew contacts, how she doesn't want lasik, blah blah blah. All well and good, engaging the customer and making her feel special. They obviously knew each other. I wish I had gotten similar service, but not even close... While I stood there, a line formed behind me. Angie moved the transaction over to the lotto register from where she stood at the counter, and then once she was done with that customer, proceeded to ring up the man behind me, much to my shock and awe. Now, I was not standing far away. I was IMMEDIATELY behind the chatty customer, and the man who she skipped me for was behind me. When I spoke up and asked, "Do I have to purchase a lotto ticket to get service??" Angie looked at me and said "The line forms here!" in an extremely non-apologetic manner. I informed her that I WAS THE LINE for five minutes before that gentleman ever even arrived, and was met with a blank stare, then a dismissive "Well I'm sorry..." from Angie.
Let me be clear. I WANT to give you my business, WD! I LIKE the fuel perks. I don't want to drive farther to go to Publix, but the fact is that while you may have cleaned up the store and made it fresher in appearance, it's an empty promise when you have people who are dismissive, cold, and COMPLETELY UNAWARE OF THEIR SURROUNDINGS and who have ZERO SENSE OF URGENCY like Angie. Publix has a knack for hiring or training their people better, and I'm willing to pay more and drive farther and give up my fuel perks over the way I was treated by Angie this morning to go to Publix where they are on the ball. That being said, I absolutely love the service I get from the young male cashier with the black hair at the same store, I believe his name is Nick? GREAT KID! He keeps me coming back, and it's because he is warm, welcoming, genuine and smiling every time I see him.
I only needed something from the counter this trip, but I am so angry over the way I was treated, I probably won't be back to purchase groceries. I am not threatening you, but I am going to go to social media and spread the word about how unhappy I am. I work in guest service, and if I ever spoke to a guest the way Angie handled this one, I would expect some coaching and mentoring on great guest service coming soon, or maybe even disciplinary action... But I wouldn't ever treat a guest that way, so I guess that's why I am so upset. I am not trying to accomplish anything other than offering feedback so that you can continue to improve. If you want to compete with Publix, you need to get more amazing guest service oriented people like Nick on your team. As a side note, your deli is still not close to being on par with Publix, as the counter help seems totally untrained and unaware, and while the male store manager in store #2531 is personable and helpful, the female manager who was with Angie behind the counter is extremely unapproachable and seems about as warm as a robot in Antarctica. read more