ComplaintsforGrocery Outlet (St Johns)
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Complaint Details
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Initial Complaint
04/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had left my groceries at the front of the store to pay for them after I went to find a public restroom. I had food in my stroller from the food bank, sitting in the basket attached under my 3 yo son. I was walking down the sidewalk outside, already 25 feet away from the building/store. I was stopped by multiple employees (some without any identification) accusing me of stealing. They surrounded my stroller and started yelling at me over my son. Two employees reached under my baby to grab food items and "prove" that I had stolen from their establishment. The manager came a few minutes later and questioned whether I bought those things, which of course I hadn't because they were from the food bank. He verified that they didn't even sell those items in his store. The most they did was apologize and let me use the restroom. But they had an employee shop for me holding the basket. It felt humiliating as strangers watched me freak out over these employees assaulting me, and then finally letting me go. My son was screaming the whole time. And because I was having a panic attack from their assault, THEY told ME to CALM DOWN: " You are scaring your son." Thus putting the blame on the victim. I really just needed a toilet and was going to continue my shopping. But I was denied even that.Business response
04/26/2023
First I would like to extend a sincere appolgy for the experience you had while shopping at our store. This behavior is not acceptable and has been addressed. I have had the chance to retrain each of my PIC (people in charge) with exception to one who I will complete on Friday. Our goal should always be to make the shopping experience a pleasent one for each of our customers and you did not get that experiene.
I heard from one of my managers that they were able to talk with you, apologize, and invite you back into the store so you could complete your shopping experience if you choose to do so. He said you wanted to do that and that your son was excited for the 2 boxes of cereal and skittles that he was given. I know expericenes that are not handeled in good nature are unpleasent and does not leave a good feeling for you.
We hope that we can make this up to by offering our deepest apology. I would like to discuss further how we can help with some groceries in the future if you so choose to give us another chance to show you that we made a bad mistake and truly appeciate you as a customer of ours.
Please feel free to call me at the store to discuss further.
Rob
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.