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Tonight I shopped at the Berryessa Rd, San Jose location. It has been a few weeks since I shopped at Safeway; never had I been to this location.
Upon entering, I was surprised to find no sanitized carts. Target, Trader Joe’s, Sprouts and Costco all had sanitized carts during recent visits. They all also had guards to ensure people were wearing masks and keeping distance; there was no one at either entrance at this store.
When it came time for checking out, the one line open was long and customers were not keeping a distance. So instead I chose the self-checkout lane, which was also open.
No one was monitoring the lanes. But when I saw a register open up, I walked up to it. Again, unlike other stores, it was not sanitized between customers.
Among other groceries, I scanned a package of Safeway chicken tenders and placed it in the bagging area. But then it did not register on the bagging scale.
I picked it up and placed it down again and same thing. The error message would not go away and, despite having only three self-serve checkouts in operation, no one came to my help. So I picked it up and placed it firmly on the surface, whereupon it finally registered. Yay!
The store manager, Marci, only observed me with the tenders, whereupon she admonished me for “banging on her machine”. I looked up at her and was in shock BECAUSE SHE WAS NOT WEARING A MASK! Then I realized what she was saying. I ignored her and just muttered under my breath “and your concern is this stupid machine (in the middle of a pandemic)”.
Then, without ever offering assistance or asking what happened, she immediately hailed a security guard to have me removed from the store!!! REMOVED FROM THE STORE! I was completely incredulous because at no time did I raise my voice, was I rude to anyone, or create any kind of disturbance! I was merely trying to get the machine to work!!!
Again, with no assistance, mind you.
May I add here that I have been in retail for over 30 years. Any time there is an issue with a customer, the proper procedure would be to at least pull the customer aside, and politely ask them what the issue is! That never happened! That aside, what happened to the customer is always right???
I continued to process my checkout.
While completing my payment, the security guard was asking me to leave. I asked “could I not just pay and leave? This whole thing is ridiculous”. I then paid, grabbed my groceries, and said “ I would never enter that store again”!
Marci replied “I’d appreciate that, sir”. I left the store in shock because there was no incident, there was no issue; Marci created one where none existed. In fact the only issue was that the machine failed but, more importantly, so did the staff!
In addition, while I was trying to complete my transaction, my husband was trying to use another register. He politely asked Marci “if this machine was available”.
She snapped back a “NO!” - so loudly, it caught my attention while the security was trying to talk to me. Really, does she address all customers this way???
I know we all have tough days. I know that it has not been an easy time for essential workers, grocery workers first among them. I always go out of my way to be extra nice upon their thanking me for shopping.
But instead of a thank you, I am admonished and threatened by the non-mask-wearing Store Manager, rude to not only me but my husband! This is absolutely non-acceptable!!! Does Safeway condone this type of behavior towards customers?
And does Safeway have an exemption with Santa Clara County, whereupon its employees are exempt from a county-wide mandate to wear masks inside stores? I think these questions deserve answers, I think I deserve an apology.
User's recommendation: Do not shop at this location!!! Customer have choices and deserve far better.
Product or Service Mentioned: Safeway Manager.
Preferred solution: Apology.
Safeway Cons: Being treated like a second class citizen.
Location: 2558 Berryessa Rd, San Jose, CA 95132