Last post I gave some reviews to people who when above and beyond to provide a wonderful customer experience. Now I have experienced a rudeness I have never before experienced as a shopper. I was told by a Ross Store Employee that she was not part of customer service and didn't need to stand there and listen to the customer's smart remarks.
I'll back up a bit to give you the full experience. I don't normally shop at Ross, it's not a place I usually think of and they don't normally have anything I like in my size. I only went because I was given a gift card as a Christmas present a few years ago and it still had $50 on it. I was hoping to find maybe a blouse or 2 for work and a new pair of shoes. Again I didn't find anything clothes wise that I liked. I did find a pair of shoes and a nice handbag. My husband found a Faberware 6 inch cleaver for $6.99. I went to the front with my purchases and my husband went to wait outside because he doesn't like crowds and the line wasn't long it just wasn't moving.
They had 2 lanes open. Both were slow, it turned out one was waiting for a manager to respond to get change to finish a transaction. The other was just slow. Now the lady in front of me seemed to have the same idea I had and didn't want to commit to either lane, directly next to each other, until we saw one actually move. The slow lane kept saying that she was open and we could stand in her lane because she was "confusing people" on how the lines worked.
Eventually, the lady in front of me went to the "slow lane" other lane still waiting to even ask for change (10 minutes have elapsed at this time and I was only 3rd in line), the slow lane cashier proceeded to scold the lady about not committing to a lane. The lady gently said she didn't want to chose just yet and she was waiting like at a bank to see which lane opened first before she made her choice. The cashier said "this isn't a bank this is Ross and that's not how it works here" The lady finished her transaction and went and complained to the manager. The cashier started bitching loudly to the other cashier about customer complaining. I said to her quietly, that she was rude to her by assuming she didn't know how a line worked and that both lanes were moving slowly, no one was inconvienced by waiting to choose the open lane. She then went off on me about how she wasn't part of customer service and didn't need to listen to customer's smart remarks.
I told her she was most certainly part of customer service because her service was to ring up my transaction that was part of the sales that was employing her. And possibly if she didn't feel that she should interact with the public maybe she should find a different position. She went on to "school" me about what was and wasn't part of her job and that it was not to listen to stupid customers. At this point I told her to have a very nice day and I went to find a manager.
This store manager could not be found but I found someone who claimed was a manager as well just part of the warehouse management. I told him my experience and that the other customer had also complained about her "special treatment" by this cashier. I truly don't expect much when it comes to helpful service. I don't even expect pleasant. I would prefer to be completely ignored and just have the total pointed at on the register than told that I had smart remarks or that I was a stupid customer.
I still have $9.50 on that gift card. I'm conflicted about if I'll bother using it. On one hand, I hate to waste the money. On the other I really never want to go there again. I will tell anyone who listens Ross Stores they may dress you for less but the cost savings come at the cost of being treated poorly and rudely.
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