ComplaintsforDekalb Farmers Market

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2/28/2024 Disabled individual who travels with licensed service animal. Upon attempting to enter the DeKalb Farmers Market, I was stopped by an armed security officer who disallowed my access to the store. He legally asked if my service animal was trained for a disability? Which I answered yes. He then asked what disability, which I again answered. All that is expected, what happened next was not. I then attempted to enter the store again and the officer placed his hand on the **** if his weapon and proceeded to spend the next few minutes berating me, telling me that my dog was not a service animal, that the lead had to be loose in order to be a trained dog, he finally agreed to allow me entry but let me go in by saying quote you can go in, But, you can bet I will be following you. 1. I very clearly felt threatened by the security officer. 2. I very clearly felt discriminated against. 3. I called and spoke with management today, she said no dogs allowed, would not listen to the praise or the concerns and then terminated the call. 4. I dont believe the Blazers would want this situation to continue.

  Business response

  02/29/2024

  Response to complaint.

  My name is ***************** and I am a Loss Prevention Specialist here at Your Dekalb Farmers market. I don't recall the exact date but the protocol that we follow is based on the *** guidelines. I will ask the 2 questions, is this a service animal? What is the dog trained to assist the person in? However, we also look at the dog to see if they are under the control of the person holding the leash. The dog cannot be moving all over the store, he cannot be sniffing the floor or trying to connect with anyone other than the person they are here to assist. 90% of the food in the market is uncovered so we look at that along with the leash and identifying vest etc. On some occasions, we will allow the person in the store, but we have a small camera where we may observe from a distance if the dog is abiding by the rules set by the ***. That usually may last a minute or so, then we move on. On a personal note, I would never touch my gun while speaking with a potential customer especially about a dog. I do apologize to the individual if she felt I was demeaning or disrespectful to her. My only concern was to make sure the dog was following protocol. 

  Customer response

  02/29/2024

   
  Complaint: 21361576
  
  I am rejecting this response because:
  As you can see from the response from Dekalb Farmers Market they are not being truthful. I also have a witness to the fact that I was detained outside the entrance to the facility for approximately 5 minutes. I am well aware and expected to be asked the 2 legal questions regarding service animals. I however felt threatened by the security officer who held a stance with his hand on the **** of his weapon while berating myself and my service animal. My service animal is trained to stand next to me in a certain trained fashion when I am feeling threatened and she did her job correctly.  There are Federal laws which are to be followed regarding licensed service animals and the Dekalb Farmers Market was discriminatory in its practices. The manager of the facility terminated the call when I called to express my concerns. This is not a professional response. Nor did the establishment contact me regarding this matter. Threatening a disabled woman because of a licensed service animal and detaining that disabled person from entering the facility is Not Acceptable. 
  Sincerely,
  
  *************************

  Business response

  03/08/2024

  We are a private business, we adapt the part of *** *********** best fit the Market needs for a safe environment for its customers.  *** farmers market has 90% of its product exposed. We have adapted the States *** **** as to what counts as an service dog in *******. Georgia Code Title 30-4-2.  *** market would never deny anyone with a legit disability service dogs, but theses dog must be in compliance with *** ***** lines.

   

  2022 Georgia Code
  Title 30 - Handicapped Persons
  Chapter 4 - Rights of Persons With Disabilities
  30-4-2. Right to Equal Public Accommodations; Right to Be Accompanied by Guide Dog or Service Dog

  Universal Citation: GA Code 30-4-2 (2022)

  1. Blind persons, persons with visual disabilities, persons with physical disabilities, and deaf persons are entitled to full and equal accommodations, advantages, facilities, and privileges on all common carriers, airplanes, motor vehicles, railroad trains, motor buses, streetcars, boats, or any other public conveyances or modes of transportation and at hotels, lodging places, places of public accommodation, amusement, or resort, and other places to which the general public is invited, subject only to the conditions and limitations established by law and applicable alike to all persons.
  2.  
  1. Every totally or partially blind person shall have the right to be accompanied by a guide dog, and every physically disabled person and every deaf person shall have the right to be accompanied by a service dog, especially trained for the purpose, in any of the places listed in subsection (a) of this Code section without being required to pay an extra charge for the guide or service dog; provided, however, that he or she shall be liable for any damage done to the premises or facilities by such dog. In addition, if such totally or partially blind person, physically disabled person, or deaf person is a student at a private or public school in this state, such person shall have the right to be accompanied by a guide dog or service dog subject to liability for damage as provided in the preceding sentence. *** guide dog or service dog must be identified as having been trained by a school for seeing eye, hearing, service, or guide dogs.
  2. Every person engaged in the training of a guide dog or service dog for the purpose of accompanying a person as provided in paragraph (1) of this subsection shall have the same right to be accompanied by such dog being trained as the totally or partially blind person, deaf person, or physically disabled person has under paragraph (1) of this subsection, so long as such trainer is identified as an agent or employee of a school for seeing eye, hearing, service, or guide dogs.
  3. Every person engaged in the raising of a dog for training as a guide dog or service dog for the purpose of accompanying a person as provided in paragraph (1) of this subsection shall have the same right to be accompanied by such dog being raised for training as the totally or partially blind person, deaf person, or physically disabled person has under paragraph (1) of this subsection, so long as:
  1. Such dog is being held on a leash and is under the control of the person raising such dog for an accredited school for seeing eye, hearing, service, or guide dogs;
  2. Such person has on his or her person and available for inspection credentials from the accredited school for which the dog is being raised; and
  3. Such dog is wearing a collar, leash, or other appropriate apparel or device that identifies such dog with the accredited school for which such dog is being raised.

  What Counts as a Service Animal in Georgia?

  Under Georgia law, those who are blind or have a visual disability, are deaf, or have another physical disability may bring a guide dog or service dog into public accommodations. *** dog must have been trained specially to provide assistance by a school for seeing-eye, hearing, service, or guide dogs. *** law defines a physical disability as a physiological deficiency or defect that renders the person unable to move around without aid, or limits the ability to walk, climb, ascend, sit, rise, or perform related functions. Note that this definition doesn't include mental, developmental, or intellectual disabilities. ***refore, psychiatric service animals are likely not covered by the law, unless they assist someone who also has a disability that creates the mobility or sensory restrictions discussed above.

  *** *** defines a service animal as a dog that is individually trained to perform tasks or do work for the benefit of a person with a physical or mental disability. (In some cases, a miniature horse may also qualify as a service animal under the ***.) *** tasks or work the animal does must be directly related to the person's disability.

  Neither law covers ordinary pets or what some call "emotional support animals": animals that provide a sense of safety, companionship, and comfort to those with psychiatric or emotional disabilities or conditions. Although these animals often have therapeutic benefits, they are not individually trained to perform specific tasks for their handlers. Under the *** and Georgia law, owners of public accommodations are not required to allow emotional support animals, only service animals.

   

   

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 25 lbs ****************. Three ladies brand. The rice contains plastic and it clumps like fake plastic. When we cooked it it was literally melting together in clumps and smells terrible. I called the Dekalb Farmers Market and the manager stated that she would not do anything. I asked to speak to her superior she said no and she hung up the phone. She did not allow me to speak and explain anything. This product is dangerous and toxic

  Business response

  11/06/2023

  BBB OF METRO ATLANTA , ****** & NE *******

  200 ***********************

  SUITE 510 ********** , ** 30022

  ************

   

  Dear Bureau :

   

  We are writing in reference to a complaint made on the 10/27/23 .

   

  First of all , we apologize for the inconvenience and distress this problem has created .

  We take great care to ensure that important matters such as this are properly managed .

   

  Unfortunately , we tried reaching out to the customer but her line is disconnected .

  We believe she probably got us mistaken with another Farmers Market which we  are not affiliated with .

   

  We are YOUR DEKALB FARMERS MARKET located in ******* , ******* and yes we do carry **************** 25 lbs. but not the Three Ladies Brand .

  Ours is our brand with the ***** DIRECT LOGO on it as seen in the below pictures .

   

  

   

  

  
  We take pride in our Products and in the satisfaction of our customers . So if you need anything else please do not hesitate to contact us for further assistance .

   

  yours sincerely ,

   

  ***************************** .

   

  

   

   

   

• Initial Complaint

  08/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased from **** just two days ago and found my half pound of ham slimey and bad. Not the first time product went bad sooner than it should have but this was too much. Calling in was futile and frustrating as I was given the 3rd degree about my purchase and if i had noticed a change in the product, directed and redirected to different departments, only to have my intelligence insulted, time wasted, and hung up on. I specifically asked for the store manager and was given different excuses as to why he was not available. My purchase was $5.49 pre-tax. It is not about the money but how terrible their customer service is, how poor their products can be at times, and their blatant disregard for making things right. Products go bad and things happen, it's inevitable, but all I needed was for management to take my complaint seriously, take ownership of the problem, and simply rectify the situation. I was badgered about not having the receipt when the deli bag has their business name, date of purchase, amount.... That should suffice! Why would I keep a receipt when they have a no return policy but that should not apply to foul, slimey, noticeably bad food that could have gotten me sick.

  Business response

  09/01/2022

  *****. ********* (store manager)the dekalbfarmersmarket have a tight daily inspection structure about all the cook and fresh meat that we on the display for sell we also have record how many pound we sell daily. that reason all sales are final because we work hard to guarantee our product. sorry for the customer service we will countinue working we our employees for better customer service.    

  Customer response

  09/05/2022

   
  Complaint: 17780377
  
  I am rejecting this response because:

  Honestly, that doesn't even make sense.  You can have what practices you say you have in motion but you still sold me a product that was bad, that was SLIMEY, and your department manager's response was to blame me. I had the product for 2 days when I decided to call in because I was frustrated since it's not the first time something turns bad well before it should.  Your manager was not at all concerned for my health either. Honestly, a simple apology and the ability to have the same amount of product given to me from a new ham would have sufficed. I know it is a large market and there is so much to manage but it is not ok to blame a client especially when I mentioned having the bad product and bringing it in for you to verify. Many of us clients have come to expect bad costumer service from **** in that most have no sense of urgency, don't speak the language and can't truly offer help while shopping but blaming a client for something that could have so easily been rectified, a client that patrons your establishment about 1x a week, is not acceptable and you should take ownership of all that.
  
  Sincerely,
  
  *********************

  Business response

  09/14/2022

  after we carefully investigation on this complain sorry about the customer service this is about the product the we sell we will stick with our structure and care for our meat product. we do not sell slimey meat. thank you.   

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