Horrible Experience At Lfs, What Would You Do?

So I went to a local smallish (I think) chain LFS with my sister and decided to purchase 3 female bettas. Now I’ve had problems with this place before 4 or 5 times, but my sister was getting dog food so I figured what the heck.

I pick out 3 cuties. Of course they’re in those plastic cups. I walk with a cane so carrying 3 cups is difficult for me. I don’t like putting those bowls in a sale bag because I’ve had them pop open and spill before.

So, I ask the random person they having working the fish department, I had already had problems with her not wanting to help me find things or answer questions.

I ask her to put the fish in bags…she looks at me like I’m speaking a foreign language. I explain again but in more detail, going so far as to motion like I was doing it, while saying please put the fish in bagS. She looks at me and asks “the same bag?”. I say no in 3 bags so I can safely get the home. Again, blank stare. She then proceeds to tell me the girl upfront will bag them for me (which I knew was wrong). I lost my patience and told the girl she could be responsible for the fish if they didn’t make it safely. I walked away to go upfront.

I explain to cashier what I need, only took once. She was confused because they don’t bag fish upfront. I then had to stand there for 12 minutes while she had another girl bag them for me.

The next day I get a survey for the store and I was brutally honest about how horrible my experience was. Now the store manager is calling me because she wants to “fix” it.

As far as I’m concerned, I’ll stick with our new Petco (they’re at least helpful) and the other small LFS up the street.

The manager has left me 2 voicemails. Would you talk to her? How would you consider the situation fixed?

I don’t really see how she could smooth things over. I have no use for that store.

 

Well.... how many times have you heard of people making a suggestion/complaint and never hearing back?

They are trying to communicate with you - I would hope, in an attempt to rectify the situation or at least get your suggestions on how to improve.

This is your opportunity to try to make that store a better place, for yourself, your sister or others.

Just be honest with them - what could they have done differently to make your experience better?

 

So I went to a local smallish (I think) chain LFS with my sister and decided to purchase 3 female bettas. Now I’ve had problems with this place before 4 or 5 times, but my sister was getting dog food so I figured what the heck.

I pick out 3 cuties. Of course they’re in those plastic cups. I walk with a cane so carrying 3 cups is difficult for me. I don’t like putting those bowls in a sale bag because I’ve had them pop open and spill before.

So, I ask the random person they having working the fish department, I had already had problems with her not wanting to help me find things or answer questions.

I ask her to put the fish in bags…she looks at me like I’m speaking a foreign language. I explain again but in more detail, going so far as to motion like I was doing it, while saying please put the fish in bagS. She looks at me and asks “the same bag?”. I say no in 3 bags so I can safely get the home. Again, blank stare. She then proceeds to tell me the girl upfront will bag them for me (which I knew was wrong). I lost my patience and told the girl she could be responsible for the fish if they didn’t make it safely. I walked away to go upfront.

I explain to cashier what I need, only took once. She was confused because they don’t bag fish upfront. I then had to stand there for 12 minutes while she had another girl bag them for me.

The next day I get a survey for the store and I was brutally honest about how horrible my experience was. Now the store manager is calling me because she wants to “fix” it.

As far as I’m concerned, I’ll stick with our new Petco (they’re at least helpful) and the other small LFS up the street.

The manager has left me 2 voicemails. Would you talk to her? How would you consider the situation fixed?

I don’t really see how she could smooth things over. I have no use for that store.

Okay. I've worked in retail for a few years. From my own personal standpoint, the fish department girl failed to do her job. She obviously is the one who should have bagged them. It's not that hard. It should have taken her like 5 minutes max. Not only did she fail in this aspect, but she flat out refused to help you, the customer. That's unacceptable. Not saying you should go on a witch hunt for this girl's job, but maybe suggest better fish department and customer service training? I'd definitely speak with the manager though. Like VioletSS said, how often do you actually get a call back?

 

So I spoke to the manager. She knew exactly who I was talking about and hinted that she was a problem.

She apologized and said she hoped that I'd come back. The girl should have just done it and not questioned me. And she would talk to the girl about the whole experience (she walked away twice and left me talking to myself).

Not sure I'll go back there, like I said I've had trouble there before. Went in once to get plants and the 2 employees were more interested in talking to each other than helping me get plants (I walked out and got plants somewhere else).

The store is very lax, employees treat it as their private social club that customers aren't invited to.

 

So I spoke to the manager. She knew exactly who I was talking about and hinted that she was a problem.

She apologized and said she hoped that I'd come back. The girl should have just done it and not questioned me. And she would talk to the girl about the whole experience (she walked away twice and left me talking to myself).

Not sure I'll go back there, like I said I've had trouble there before. Went in once to get plants and the 2 employees were more interested in talking to each other than helping me get plants (I walked out and got plants somewhere else).

The store is very lax, employees treat it as their private social club that customers aren't invited to.

I'm glad you spoke the the manager. Most organizations follow progressive discipline so it's important for the manager to have customer feedback. It's frustrating to know something is wrong but not having evidence of it.

I'm sorry to hear about your experience. That's shameful customer service!

 

If one of my employees had been rude or unhelpful to a customer, I would want to know it!! I would (and have) made contact with the customer if at all possible and I would want to make sure I knew exactly what had happened so I could address it. I know that we have had experiences where ineptness was due to a misunderstanding or a new employee, but that does not seem to be the case here. I would definitely return the call. If I were the owner, not only would I be offering a personal apology, I would consider offering some kind of compensation. That won't take the "sting" away, but knowing they will take steps to make sure this never happens again might make you feel you've helped spare someone else such unacceptable behavior. That's just my opinion...

Ooops! I see you posted an update while I was typing this. Sorry!

So I spoke to the manager. She knew exactly who I was talking about and hinted that she was a problem.

She apologized and said she hoped that I'd come back. The girl should have just done it and not questioned me. And she would talk to the girl about the whole experience (she walked away twice and left me talking to myself).

Not sure I'll go back there, like I said I've had trouble there before. Went in once to get plants and the 2 employees were more interested in talking to each other than helping me get plants (I walked out and got plants somewhere else).

The store is very lax, employees treat it as their private social club that customers aren't invited to.

Goodness... I think I'd shop somewhere else, too! I can see having an issue with one employee... but repeatedly? No. Not acceptable.

 

I'd at least hear her offer. Make sure it's good for you. See what you need but wouldn't necessarily buy and see what she's willing to do

... maybe get her to order you something in her next shipment? ? Gotta be something she can do for you. It's not like you ever have to really go back there

 

Yeah, an offer would have made going back there tempting, but she was just like "sorry, I'll talk to her about it bye".

 

That's lame

 

Yeah, an offer would have made going back there tempting, but she was just like "sorry, I'll talk to her about it bye".

Not very professional at all... IMO.