Boycott Stop and Shop
Posted in the Wellesley Forum
#1 May 3, 2008
2 days ago I used the self check out process at Stop and Shop. I needed the assistance of a manager as I purchased wine which requires an ID check. No problem - yet.
The man who allegedly came to assist started rummaging through my bags!!! I demanded he stop. he then went on to say random checks were to be expected. Oh? I saw no such posting, anticipated no such invasive rudeness.
I told him I'd be happy to empty my bags right there and leave it for him to put back on the shelves. He reluctantly agreed to confirm my ID and let me pay. I only had one small bag of items.
Tonight, a similar incident. This young, arrogant, sloppy looking clerk ( who was smoking at the front door when I began shopping) said a check was necessary and began going through my bag. I had maybe 6 items. I stopped her and said if she wanted anything from my bag she could ask me.
She was terribly rude, made me pull items from my bag for price checks. Naturally, all items were okay. Then she went on to say they had to do it, it could happen at any time and it was to be sure people didn't steal. Excuse me - she was accusing me of stealing!!!
I told her I wasn't shopping there anymore if random staff could rummage through my carefully packed bags. She cheerfully replied "OK, Have a nice day!"
Now, I understand loss prevention. If SNS were smart (what's that?) they would see the benefit/profit to manners. Approaching a customer with "Pardon me Maam, we need to conduct a random check of your items today. Would you kindly let me point to 4 items in your bag? If you will remove them for a quick price check, we'll be all set. Very much appreciate your cooperation with this as we perfect our new technology."
How hard is it to prevent loss, retain sales, build customer confidence? Not very. Although one must actually think about it for about 2 mintues (that's all it took me) Apparently SNS senior execs don't understand the power of PLEASE and THANK YOU.
I will go out of my way to shop at the Hannaford on the Hingham Norwell Line, possibly the Shaw's in Cohasset - any other grocer but SNS. Please join me and send complaints to sr. execs.
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