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I have been a long-time customer with Market Street @ 4425 19th St in Lubbock TX for > 25 years and only shop for groceries at this location, spending > 30,000$ per year. The Deli's hot food is poor quality and the employees are rude. Over the last five times I have been there recently:
1. I have been rudely ignored by the employees, standing there for 5-10 minutes with no one addressing me or serving people all around me
2. The food looks unappetizing like it has been sitting out there for hours, not fresh or even stirred and no one is concerned
3. The staff are having conversations among themselves and not even
addressing the customers
4. There is no stocking of supplies (ie containers/lids) or products (fresh soup or decent chickens)
5. Today 9/22/2024, when checking out, I asked how to make a complaint after having 5 bad experiences, the checkout staff said I needed to go to customer service and speak to a manager, (no one offered to call a manager even though I had a large basket of groceries). A manager walked by handing out some reward cards to the employees, and the checkout staff NEVER said, here is a lady who has a concern and would like to talk to you. I had to go up to her and ask if she was a manager. She never introduced herself or asked how she could help. I told her the situation and my concerns and I got the idea there was not a lot was going to be done and she NEVER asked my name.
I am paying a lot of money for today's groceries and am considering changing to competitors who can supply a better product for the same or better pricing even though I may have to check myself out and don't have to have contact with anyone rude or otherwise. It seems United's dedication to good customer service has disappeared.
I have a son in law whom has worked for United for 15 years and a future daughter in law who has just started her career with the company. It is unfortunate to see such a decline in services. But I will say reputation and word of mouth are everything in West Texas.
Thank you for your time and attention
Stacy Stone
[protected]@yahoo.com
Claimed loss: None
Desired outcome: Better Customer service (acknowledgement and "how can I help you", cleaner delivery of fresh served food (like changing of serving pots/pans and stocking of to go container supplies). No cell phones when customers are waiting to be served.
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It's disheartening to hear that after 25 years of loyalty and spending significantly at Market Street, you've been met with such poor service at the Deli and throughout the store. Being ignored by staff, dealing with unappetizing food, and a lack of basic customer service—especially when you tried to voice your concerns—clearly shows a sharp decline in the quality you’ve come to expect. It's understandable that you'd consider switching to competitors if Market Street can't deliver on the basics anymore.
Hopefully, they take your feedback seriously, considering your long-term loyalty and the significant amount you spend each year. It would be a shame for them to lose such a dedicated customer over issues that could be easily addressed with better management and employee training.