Complaintsfor99 Ranch Market

• Initial Complaint

  05/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today, I visited 99 ranch Market #*** with my son to restock on some snacks. This was not my first time in this store; however, my past experience had left a sour taste in my mouth due to what I perceived as suspicious behavior from the cashier. Unfortunately, my recent visit only served to confirm my suspicions.Upon arrival, I noticed the store was relatively slow, which was a relief as I thought we could quickly grab what we needed and be on our way. However, as we approached the checkout, it became evident that something was amiss. The cashier, Jun, was notably unfriendly. Now, I understand that everyone can have a bad day, so I brushed it off initially.But what happened next was completely uncalled for. As we were paying, another cashier went out of her way to come and inspect our basket from different angles, as if searching for evidence of theft. What made it worse was that Jun, the cashier, also started scrutinizing our items. This was despite the fact that there were no indications whatsoever of any wrongdoing on our part.The blatant suspicion and lack of trust shown towards us was appalling. It seemed as though they were singling us out for no reason other than their own prejudices. What's worse, I didn't observe them treating any other customers in the same manner.As a customer, I believe in treating others with respect and trust until they give me a reason not to. The treatment my son and I received today was not only disrespectful but also deeply hurtful. No one should be made to feel like a criminal when all they're doing is shopping for snacks.date: 5/9/2024 Amount Paid via Credit Card $81.82 Address: *********************************** Cashier: Jun D Transaction Time: 12:14 pm

  Business response

  06/05/2024

  Dear BBB Representative,
  
   
  
  We have previously received a customer complaint case, (ID#: *********, regarding a customer and their dissatisfaction towards the service they have received from our 99 Ranch Market location (*************************************). We have taken immediate action to investigate and address the matter. The complaint was relayed to both our store management and upper management for further investigation and for internal improvement.
  
   
  
  As the store management team diligently investigated the situation, we did not want to prepare a response until we gathered all the information regarding the situation. Once we gathered enough information to address the case, we promptly reached out to resolve the matter to the best of our ability.  On May 15, 2024, we had reached out directly to the customer, to express our sincere apologies for their unsatisfactory experience.
  
   
  
  In the store's investigation, the store manager determined that the situation was a misunderstanding between the cashier and the customer, leading to confusion as to why the cashier was inspecting their basket. The additional cashier that was present at the scene, was there to support the trainee cashier in case any issues arose. The new trainee is still learning the basic operations, and cannot fully operate alone yet. To prevent operational errors, the cashier is checking the customer's basket to avoid any checkout or scanning issues. In this case, the cashier's slower-than-usual pace may have contributed to the customer's unpleasant shopping experience.
  
   
  
  We have apologized to the customer for their unpleasant shopping experience and for any inconvenience caused. To prevent a similar situation in the future, the store manager has scheduled additional training for the employees to ensure cashiers are able to provide customers with the proper customer service.
  
  If you have any additional questions or concerns, please let us know.  
  
   
  
  Thank you
  
  

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