My complaint:
It was about 1pm when I entered the store. Because there was no customers in line at the Deli, I decided to order a few lunchmeats over the counter before I started my food shopping. I got my number from the Kiosk (110). the screen showed 108K and 109K. There was only two people working behind the counter and BOTH of them were working on pre-orders. My number was the next one and I was standing there over 20 minutes. They never acknowledged me or even apologize for my long wait. To make matters worse, 10 minutes into my wait, a line started to form with 6 other people behind me and they still never acknowledged any of the customers in front of them and kept working on the pre-orders. Finally another Deli worker, I assume, came back from lunch or break, where ever and she calls out the next number which was mine. Still no apology for my wait. As a manager myself, I know that the most important customer is the one standing in front of you. I believe that one of them could have stopped doing pre orders and taken me even before the line started to form. The least they could have done was acknowledged that I was there and told me that they would be with me shortly. If there only two people behind the counters, one should be designated to do pre orders if actual customers are present. If not, then both can do pre orders but when actual customers appear-wait on them. That is good customer service. I did not feel valued as a customer and I started to walk out but I stopped by the customer service desk, requested to speak to a manager and voice my complaint. Even though she apologized and said she would speak to the employees about their behavior, she said that the new procedure is to do things in numerical order even if it is a pre order and there are customers waiting to be served. Everyone is not going to pre order their meats and cheese. I like to see what is being sliced and prefer face to face. I think the pre order customer is important but so is the actual customer. How can you allow customers to wait for an extended period of time while you wait on a virtual customer and don’t acknowledge that there may be a wait? It was only because of the concern of the manager that I continued my shopping, but I will NOT be shopping at Giant anymore. Can you imagine how many people would just walk out and not elect to shop after such rude treatment? A better procedure should be in place. The goal is to keep customers, not turn them away…virtual or actual.
Suggested solution:
Initiate a better procedure for serving live customers at the Deli counter. Staff the Deli counter appropriately for weekend shoppers. Two workers obviously is not appropriate. Also designate a person to do the pre-orders and allow the other worker (s) to wait on the customers who are at the counter. If there are no customers, then the workers can assist the designated worker on the pre orders until customer appear at the counter. Finally management can send me a written apology for their poor customer service and give me a gift card for my inconvenience.
