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On 11/22 at approximately 4:30 pm, a Farmingdale, NY BJ's representative responsible for packing my shopping cart and delivering it to me during an in-store-pickup, did the following then had the audacity to blame me for my requests of him to correct the inconveniences he caused:
1. He got the order wrong (missed packing 2nd case of soda). He had to go find the second case and the ice-cream was melting out of the carton onto my other grocery items.
2. He packed the order wrong (damaging an apple pie by tossing it in the top cart rack, on its side. After I told him about the damaged item, he disappeared for 15 minutes and when he returned, I asked for help to get another and to replace the second instance of melted ice cream because it took so long to get help) and then...
3. He explosively accused me for having to fix what his incompetence caused. Specifically, he BLURTED and motioned disrespectfully that he didn't have time to go back and forth and correct the problems (he caused), then he outlandishly shouted right in the middle of the checkout counters and in front of the managers station and in front of many cameras (I'm sure)... “you will have to get it yourself!” "You and your husband are a problem!" When I told him “you don’t know me, and I’ve never seen you before", he dismissively said "go speak to a manager!", at which time I looked at his name badge and said, "I sure will A_ _n".
I have been a long-standing customer at this business and location and have never before today been so blatantly maltreated. I am astonished that this representative so freely showed this type of misconduct in a "professional setting" and had to write this complaint.
And although a manager on duty offered me 4.99 off of my almost $500 bill for the twice-melted ice-cream saga, his poor customer service (to say it kindly) may cause me to defect to your competition, and it is of utmost importance to me that BJ's corporate office will be notified, and this matter will be formally processed by their company to ensure that this representative is held accountable for his actions.
Thank you for your assistance with this formal complaint, which has also been reported to the Better Business Bureau. I would like to request a formal response.
Thank you.
Claimed loss: Loss of his regard for my dignity and time along with added inconveniences of having to shop at another store, taking time out to speak to the store manager and then the time spent following up in writing, the night before Thanksgiving.
Desired outcome: At the very least a formal acknowledgement of this complaint, an apology, retraining of employee, and a free membership offer as an incentive to stay with BJ's.
