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Subject: Unpleasant Experience at Your Store #1009 - November 20, 2023
Dear Sir/Madam:
I encountered a challenging situation at your store #1009 on November 20, 2023. I presented two price match requests (worth about $6.00), providing photocopies from my iPad to the cashier. However, the copies turned out to be too small to read clearly. Despite explaining that paper flyers are less commonly used and believing a copy would suffice, the cashier insisted I bring the actual flyer in the future. Permission for the price match had to be sought from the supervisor, leading to an unfortunate incident.
The supervisor, Kativ, initially approved the price match but later revoked the decision, alleging I was arguing with him, which was not the case. I was merely expressing that I had used copies before without any issues. He argued that copies are not acceptable due to the potential for tampering. Revoking the approved price match seemed unwarranted, given his role as a supervisor.
After 10 minutes, Brian Palmer, was called to the scene. He presented himself as “store manager” and displayed similar rudeness. Despite informing him that the original copy was on my iPad and my car was parked at a distance, he firmly denied the request and immediately walked away without giving me a chance to speak further. After another 7-8 minutes, the transaction was suspended. Another 20 minutes went by, I provided my iPad information and the transaction was finalized. The entire ordeal took almost 40 minutes.
Both the supervisor, Kativ and manager, Brian Palmer failed to handle the situation appropriately, leading to embarrassment in front of other customers and staff. It is disheartening that a store manager or acting store manager would behave in such a manner, especially considering his position. The supervisor’s (Kativ) initial approval followed by a retraction only added insult to injury.
I kindly request that you forward this letter to Loblaw head office. I believe your head office should know how your store mangers/acting managers and supervisors handle some price matches, especially those of nominal amounts.
Thank you for your cooperation.
Sincerely,
MNA
