I'm writing today to bring attention to the customer service I received 8/6/13 at Safeway #774 in Benicia, Ca.
I paid for a book of stamps during checkout and the cashier forgot to give them to me at the end of the sale. Of course, understandable and not why I write this complaint.
The telephone customer service I received later is the reason for my complaint.
A couple of hours later when I realized I did not receive the stamps, I called the store. It was approximately 4:30pm. I explained to the girl that answered the phone that I did not receive my stamps. She put me on hold for about one minute. She came back on the line and asked that I give her the register number. Then she put me on hold for about 3 minutes. She came back on the line and apologized for the mistake and asked that I return to the store for the stamps. My two girls were down for their late afternoon nap and I was beginning my long work week. I did not want to return to the store. I asked the girl to please mail me the stamps. She answered that she would and asked again that I hold. She then kept me on hold for approximately seven minutes until she simply picked up the phone and hung up.
This was not a simple mistake. If she accidentally hung up on a customer, she would make sure she relayed the mistake to a manager so follow up could happen if necessary. Did a manager hear of the incident?
In terms of customer service recovery, how long would it have taken to write down my name and address and hand off to a manager for follow up?
There are two grocery stores in our small town of Benicia: Safeway and Raleys. I had been a loyal customer of Raleys for years until the economy worsened and money became tight and I switched to Safeway because of lower prices. Todays experience at Safeway has changed me again. I will no longer be shopping at Safeway.
When my husband came home today I announced that we were boycotting Safeway and explained the ordeal. He replied, "File a complaint. Nothing is ever done unless you do."
Product or Service Mentioned: Safeway Cashier.