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Buh bye, Wegmans

My tweeting my rant to Wegmans got a response and this is the lame letter from the store which I'll insert my opinions in bold:

"Good Afternoon, I wanted to take the time this afternoon and reach out to you in regards to your recent shopping experience here at our store. First off I want to apologize for your poor shopping experience as we would never want that to happen to our customers. I will first address your experience with the Sushi not being ready for your convenience at 9 am when you were in shopping, due to the freshness of the products we aim to have all of our sushi set around 10 am, with that being said we have our employees here starting as early as 6 am, so if you ever want a specific roll that is not out we would be glad to make that roll for you. I apologize that the new cauliflower rice roll was not out for you and I hope in the future you are able to give this a try."

By 9am on a weekend, any grocery store is HOPPING with business and food that's advertised as prepackaged should be ready to pick up. If the staff members already been there for two to three hours, having only three kinds of rolls prepared is pretty sad. It reeks of poor management. There's no actual visual menu of sushi rolls to pick from that I've ever seen, what would I even know to ask for without pestering someone for a listing? Besides, who else would feel shitty about interrupting someone making regular stock for them to stop and make me something special?

In regards to the Produce department not being fully stocked in the morning we have 3 overnight employees that come in to assure the department is ready to go in the morning. If there is ever a specific item you are looking for don’t hesitate to ask as it should be on the fresh delivery that we receive every morning.

Yet again, what a cop-out putting the burden on the customer to hunt someone down to ask for something. I wasn't not talking about one or two items being out of stock, entire WALLS of produce were completely empty at 9am. Well, except for obnoxiously overpriced crap like the $7/pound pre-cut cauliflower and the other expensive pre-chopped produce. It's all about the profit, clearly.

As for the Merchandising side of the store, we have a full team of overnight employees who stock our store and make sure It is ready for our business first thing in the morning when our store opens and we have employees here throughout the whole day to ensure our product levels are good for our customers

Uh...except that I observed that the product levels were not ready for business even three hours after opening much less first thing and that the product levels were not good. It was the primary point of the entire previous rant. Pay attention, bud.

I also want to apologize for your poor check out experience and we will address this with the cashier, if you are able to reply with the operator Id number located at the bottom of your receipt, it would be greatly appreciated.

No. I'm not laying the burden of shitty bagging on one person. I noted and have tweeted and emailed them in the past about bagging problems. It's a MANGEMENT problem. A TRAINING problem and I won't have one individual cashier punished for a systemic issue.

We do take a these concerns seriously and they will be addressed. We put a lot of time and effort into training our employees and if there is ever a time we can get better we will always seize that opportunity. I would love to chat with you and help resolve any more of your concerns in the future, I hope we do not lose you as a customer as we are always looking for way to continuously improve our business. We appreciate your feedback and will do what we can to be better every day. If you are ever in our store again which I hope you will be don’t hesitate to ask for one of our Store Leadership members so we can assist in the future. Thank you so much.

You know, if it weren't for the lame excuses given earlier, I'd believe this. But after all those deflections and requests to blame things on anyone else except management, this comes across as a copy/paste form statement.

This reinforces my thought that I'm going to see what else is out in the big, wide world of food shopping. I'm sure there are some nice and maybe nearby Mom and Pop places I haven't explored that could use my money. Is Wegmans going to go under from not having my piddly bit of business? Maybe not, but I'm sure I'm not the only one that's displeased with a lack of customer service.


( 6 comments — Something to say? )
Jun. 14th, 2016 06:32 pm (UTC)
It is exactly that - form letter comes to mind and it seemed a little condescending in its tone. I think there are other stores that would love your business.
Jun. 14th, 2016 07:02 pm (UTC)
Nice to know it wasn't just me that thought it was quite condescending.

I buy a heck of a lot of food for one person. I'm sure other places will be glad to pick up my business. Though I should do a better job of shopping more frugally.
Jun. 14th, 2016 08:17 pm (UTC)
Yup, and they will wonder what the heck happened if this is their attitude to customer complaints and they are out of business..
Jun. 15th, 2016 03:48 am (UTC)
Dude. Talk about passive agressive statements and patronisation!! This reply letter of theirs reeks of it!! Gahhh, companies nowadays are idiots at the top. And it sounds like they are the top ten when it comes to 'we don't want customers'. UGH. WTF...

Jul. 6th, 2016 05:09 pm (UTC)
The only part of their reply that I can see their side on is about the sushi. I think most grocery stores that stock fresh sushi truly only have it available around what would be considered normal meal hours. The same seems to be the norm for any "cafe" type food - fresh subs, hot soup, salad bar, etc. Heck, even rotisserie chickens are only guaranteed to be stocked from 4-7pm in my Giant grocery store though I've often been able to buy them as early as 11am. I tried once asking around 9am and they were not finished cooking yet. But back to the sushi, I personally would not want to eat sushi that has been sitting in a case all day or overnight. Fresh is key when it comes to sushi. If you were at the store early and saw someone working in the sushi department I see no reason why you couldn't ask them to make whatever it is you wanted as long as you have the time to wait for it. It's not inconveniencing them. Isn't it their job to serve the customer?
Jul. 6th, 2016 05:20 pm (UTC)
I could get that IF he hadn't mentioned that some of the staff get there at 6am. That's three hours and there's barely anything there? Also, I'm sure that most of the fish/veg for the sushi has been pre-sliced even if the rolls themselves haven't been made. I assume that because the first thing that they have ready are the "healthy" rolls that use rice paper instead of fresh rice. So the thing that's holding up making the sushi is waiting on the rice, I suppose.

Whole PaycheckFoods has a full selection of sushi/sashimi freshly made and ready to go at 8am. They must be more efficient in their assembly line.

I also agree that it's their job to serve the customer but I don't like being "that" customer to interrupt what they're doing. So for sushi, I'm going to get it from an actual sushi restaurant. Which reminds me that I miss getting my favorite roll - the "tapple" roll with tuna, fuji apple and a bit of Japanese mayo
( 6 comments — Something to say? )