ComplaintsforGrocery Outlet of Antioch

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 6th, 2023 at approximately 3pm I had visited the Antioch ******** location of Grocery Outlet. Ive came to this store since it very first opened before the pandemic and regularly shop here for groceries. Yesterday afternoon on Wednesday I had done some shopping and was in the checkout line. Upon paying the clerk asked me, Do you have .15 to pay for the bag? I didnt want to explain this to the cashier and felt so uncomfortable telling her in front of other people, but I explained quietly that If it is a customer paying with EBT there is not a charge for bags. The cashier said incredibly loud, I ASKED you if you wanted paper or plastic and you said plastic and that isnt FREE for EBT!!To say I felt humiliated was an understatement. I just explained to her Im sorry I dont have .15 could she please just rebag it with the free option because I didnt have any extra money. The cashier grabbed my bag and proceeded to DUMP it out upside down on the counter so loud with boxes tumbling out on the counter to bag it over again in paper. Ive shopped here for 4 years and never once was told that plastic is extra. If this was a new guideline or their policy has changed, there was no signage, no rule that displays that at all. I have not went to any other Grocery Outlets in ********** where plastic instead of paper was an upcharge. My form of payment shouldnt be public knowledge for other customers to know. Why should I be treated any differently for using Food Stamps for my purchase for buying food? I was mortified and felt so embarrassed by this experience.

  

  Business response

  07/16/2023

  We sincerely apologize for the negative shopping experience.  Just to clarify regarding our shopping bag pricing, all Grocery Outlet stores in ********** offer two type of bags, paper and plastic.  Paper bags are free to all EBT customers otherwise there is 10 cent charge for other customers.  Plastic bags are priced at 15 cents for all customers.  We have operated this store for over 5 years and the bag policy have not changed. 

  We did however addressed all of our cashiers to provide great service to all our customers so that future negative experiences can be avoided.

  Customer response

  07/21/2023

   
  Complaint: 20282136
  
  I am rejecting this response because:
  
  

  The .15 for the bag was the least of my worries. I believe I was denied equal service because of my membership in a class of people whose race is Latin. The worker humiliated me by dumping my paid for groceries out upside-down in front other customers.  In July of 2023, I was targeted by an employee (Name Unknown) [*****************, african-American female with short black hair. While in the checkout line she was making it public knowledge for everyone in line that plastic was not free for ME paying with FOOD STAMPS. She did not do this to the person in front of me paying with ebt. No one should know what my personal form of payment was behind me in line. She kept repeating loudly that I was paying with EBT benefits which shouldnt be broadcasted for every person in line to know. I was the only customer being targeted and the only Latin person in line.
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩