Complaint Rating:

Company information:
Sam's Club
North, Nevada
United States

GUEST COMPLAINT

Carol McNally, [Store Manager]

This letter is to notify you of the terrible customer service provided by one of your team member name Toy. Yesterday June 29, 2009 at approximately 6:30pm I walked up to Toy’s register and placed two items on the register belt. Toy was currently helping another guest at the time. As I waited in line for about 3-4 minutes Toy with a rude and loud tone of voice said “Sir I’m closed” I told her I’ve been standing in line for a couple minutes and she never said she was closed and that her signed currently said open. With a loud voice she said “no Sr. I just haven’t changed the sign but I’m closed”. I replied with can’t you just help me I only have four items.

This made me feel embarrassed as many people there were looking and were shocked at Toy’s attitude. Toy made me move to the next line as she was determined that she wasn’t going to help me.

I’ve been shopping at this Sam’s from the day it opened and overall I think you have good group of team members. I being in the Human Resources field I am not sure how she went through your hiring process. She either needs to be sent to customer service training or needs to be given a documented counseling for Performance and behavior.

I then waited for a supervisor name Jason for about 15 minutes and never came. The cashier that called him then told me that Jason was working the door if I could see him there so I did.

For the sake of your store I hope you take this letter seriously and take action.


Thank you,

[ this letter was faxed to Carol (store manager).