Is Customer Service taking a back-seat at the Super Stop & Shop chain of supermarkets?

Michael W. did some consumer work, and discovered an extremely troubling trend that threatens to impact our experiences wherever the service industry comes in contact with the consumer.

The Case

For the protection of the store, who was so kind in responding to my concerns, I have deleted references to the specific store location. I am quite sure though that many of the symptoms which I have addressed in this letter can be seen at the supermarket you patronize as well. Don't be afraid to stand up for your rights as an American consumer!

September 6, 2000
Stop & Shop Supermarket Companies Inc.
ATTN: Customer Relations
1385 Hancock Street #1
Quincy, MA 02169

To Whom It May Concern:

I am writing concerning recent experiences I have had at your store #111
located in Anytown, Connecticut.

I have been a customer of Stop & Shop supermarkets for a number of years
now, and recently moved to Connecticut approximately three months ago. I
have been patronizing the Anytown store which is the most convenient for
me, though I am sad to say that I have been less than impressed with the
service I have received at this location.

First and foremost, I am aggravated at the fact that I, along with my
fellow customers, end up bagging our own groceries when we shop. I shop
this store usually during the later hours between 9:30 -- 10:30PM; the
closing time is 12AM. While I recognize that the store may not be at its
peak for employees on staff during later times, I would still expect a
satisfactory level of service as long as the store is still open. On
repeated occasions, including this past evening, I have seen at least two
employees at the front end doing busy work. Tonight one was emptying trash
receptacles at 10:45PM at night, over one hour before closing time, feeling
that was apparently of a higher priority than to assist in bagging large
customer orders. Keep in mind that, during this time, there is usually
just one register open in addition.

I am old enough to remember the days when having your groceries bagged at
the supermarket was not even an issue -- store staff would not only bag,
but also take your groceries out to the car for you. It's a shame that
those days have gone to the past because of corporate cost-cutting, but I
think it is absurd to leave it up to paying customers, particularly those
with large orders, (and the poor cashiers) to bag groceries. It's that
much more insulting when trash collection, which can be done at a much
later time or even after store closing hours if need be, is deemed more
important than customer assistance.

My second issue a couple weeks ago was using a ValuPage Web Bucks
sheet. My cashier scanned the ValuPage appropriately, but I believe her
coupon printer ran out of paper after printing one of the coupons. Since
there were people behind me in line, I did not raise an immediate issue
with her, aside from the fact that she had already started ringing the next
customer's order before I'd barely gotten my receipts and such together. I
rushed out to my car to unload my groceries and ran back in. I caught up
with her, and asked her if any others had come out because I knew that I
should have received more. She gave me a disgusted look, said "No, that
was it" and walked off. I did not see a manager around, so I decided not
to raise an issue with someone else in the store at that time.

The only coupon I received was a $0.40 Web Buck for purchasing Scotties
facial tissues. As documented with the ValuPage and cash register receipt,
both enclosed, I was entitled to a total of $1.70. While the money is
certainly not a huge issue, those of us who participate in these incentive
programs do so for the extra savings involved, and many times, give the
store extra business by purchasing non-essential items because there are
coupons or other savings available. Though I contacted ValuPage in order
to obtain replacement coupons for the ones I missed, it is a tremendous
hassle requiring extensive documentation to the company. Through FAXing
and copying costs, I would end up spending more money than what the coupons
are worth. As a result, it would be comforting if the store staff could
respect those customers who participate in these programs and take them
seriously.

I would very much appreciate your attention to the matters addressed in
this letter, and I look forward to hearing from you soon. Thank you very
much for your help.

Sincerely yours,

Michael W.

Cc: Store Manager
Stop & Shop
Anytown, CT