ComplaintsforNino Salvaggio Intl. Market Place

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My food tonight is over 1/2 destroyed. I spent $235.61 after driving from ****** **** to purchase fresh food ONLY TO HAVE IT DESTROYED BY BAGGERS. This is the SECOND TIME. The first time a few weeks ago the store manager at this location was to busy to talk to me and said he would call back and NEVER DID. Tonight when i called to complain all I spoke to after being transferred twice and put on hold for over 18 minutes along the way was a winy, rude, excuse ridden manager who said he only handled the back of the store and couldn't help me. He actually asked if i was near by...after i told him in the beginning i came from ****** ****...and then he said well bring it back and we'll replace it that is all i can do - this is ridiculous - he actually got more rude as we spoke i requested his GM to call me Monday and all i got was - NO NO NO...you need to bring the food back....and i said you want me to drive all the way back...and spend my gas...he mumbled something and i just said not going to happen tonight and i hung up - it was the WORST SERVICE I have ever had at ****'s - shocking.The salmon was smooshed, the lasagna was vertically packed and oozing out of the plastic box...heirloom tomatoes smooshed to death...even my ********************* meat was punctured and i am not even sure how that happened with meat juice every where - just god awful.My last visit not only were my groceries were destroyed but the wine was sour and we sampled it in the store - so something was wrong. And we spent over $350 last time...it is just apalling that this location on Telegraph has just fallen to such terrible quality and service. We have been coming to the locations for years and years once ever ***** days...and this is the worst now.

  Business response

  05/01/2024

  Dear **************,
  
  Thank you for informing **** Salvaggio International Marketplace of the notice from *************************. We take our customers feedback very seriously as our company strives to supply quality products and quality service to our customers each day.  We appreciate feedback from our customers to help us improve whenever there are any issues.
  I have spoken with our General Manager, *************************, at Ninos in *******************, which is the location ************** mentioned she shops at.  He informed the incident to his Assistant Managers and concluded that ****************** was most likely not at the store at the time ************** called the store and that his Assistant Manager, *********************, took her phone call. It is common practice to ask for a receipt before determining how to proceed when a customer asks for a refund or has a complaint. 
  With the information you provided, we were able to look up Ms. ****** receipt.  We can only take her statement that the food was received in poor condition due to how it was handled at Ninos in **********, ******** when she arrived home 80 minutes from our store. 
  Our store will accept her request to refund her total charge by having a gift card in the amount of $235.61 at the Nino Salvaggio *************************** Desk in her name or if she would like a credit to her credit card, she will need to contact the store directly, **************. Ask for *************************, General Manager, and he will get information from her to credit her payment option.
  Nino Salvaggios values their customers and stands by the products they provide.  If a customer is not satisfied with an item, we will replace or refund that item. 
  We apologize that ************** did not have a satisfactory visit to our store recently but hope she will be willing to give us another chance and visit again. 
  Kind Regards,
  
  ***************************
  Nino Salvaggio International Marketplace ??
  Corporate Administrative Assistant
  ******************************************************************; 48085
  ********************

  Customer response

  05/12/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint ENTIRELY - and there is no way for me to say agree without not being able to leave more details.  For your reference, details of why I am rejecting this response appear below:
  
  I feel the response is EXTREMELY dismissive and if you really care about your customers why would you write a response like that? I will call for a full refund to my card because a gift card will not be used because obviously you do not want my business. That point is very clear with every word you wrote which i think is sad. There are countless competitive places to get the same freshness of ******** without the hassle - maybe not as convenient of a drive for me - but better service, and similar high quality food...like *********...Papa Joes...Dearborn Market...Cantoro's....***** and ***'s and countless others - who show every day they want the business....

  If you really want my business SHOW ME - not just refund my order but SHOW ME YOU are sorry and want my business...don't be just dismissive...come up with a solution and own it like your founding fathers did...

  In addition - I have spoke with people who know of the start of ****'s and it seems even your employees feel at times things are NO LONGER THE SAME as they once were...things have become complacent and with disregard...or just MANAGEMENT...big salaries bring laziness...and lack of accountability...maybe it is time to consider really getting in the trenches and seeing what is going on ....it may look pretty in the store...but there are lots of issues...ask deeper than your managers....and ask customers...the connection and quality is not always there but we as customers keep enabling you all to continue to serve us because...well they are doing the best they can in the world we live in....well I do not agree...when i drive 80+ miles as you NOTED...i expect more as it is a DECISION to shop at your store and invest in the drive - which you would think you would say thank you in  your letter but NO....we can't have that...I guess this is why companies are closing up left and right...customers eventually say enough is enough...sales slack and then you close...so if that is what you want...then i guess plan on shutting your doors now...why waste the time...if I PUBLISHED YOUR RESPONSE I THINK IT WOULD KILL CUSTOMERS TO KNOW THAT IS THE REAL FEELING BEHIND THE STORE...PERHAPS I SHOULD CONSIDER - BUT NO - i think you just need a moment to really think about what i have said and come up with a better response. I am not ruthless...i wrote you so i would get empathy instead i received WRATH - which is shocking...because that is the same i received that night from your manager...so perhaps that is the real statement in itself. They must have the same directive...i am so hoping not...I look forward to hearing back from you.

  Regards,
  
  *************************

*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. ↩