My name is Ms. Murphy. I visited the nearby Dollar Tree Store, #3651, located at 5209 A, Indian Head Highway, Oxon Hill, Maryland [protected]. I was treated very poorly by the Assistant Store Manager, named (Annette).
At approximately 5:30 pm, on Sunday, May 27, 2018, I entered the store, picked out a birthday card, then stood in line to purchase the card and six balloons for my grandson's birthday party that I was in route to. I was in the line right next to the balloon station and right outside of the manager's office. I greeted the cashier, I told her that I would like to buy six balloons. The first thing that the cashier says to me is "I'm new, today is my first day". Looking all puzzled like I had said something out of the ordinary. I asked her if she could call for someone to assist with my balloon order. She yelled out towards the office area and said something like, I need help with balloons. A female's voice yelled back from the manager's office through the wall/door and said, (with a loud mean voice/with an attitude) "we are out of balloons, the only balloons we have are the ones already blown up". I asked the cashier could she ring me up, allow me to pay for my order, then I could step aside, and her line with customers could continue you to move on. She replied, "I need numbers to ring up the balloons". In the meantime, an associate comes up and offers to get my balloon order and calls out the numbers on each balloon for the cashier to ring up. The cashier proceeded to ring up my order. For some unknown reason, she called for the manager's help. Vernon called me over to the balloon counter. I stepped over there to show him the balloons that I wanted. The balloons were high up in the ceiling covering each other. While I am at the balloon station, Annette comes out of the office and leans over the cashier, where I had been standing in line, with her back turned towards me. Annette then yells out, "I said the only balloons we have are the ones already blown up". I looked at Vernon and said, "Is she talking to me"?, He says, no and shakes his head. I then said, she must be talking to me because I am the only person standing here ordering balloons. I then said to Annette, I heard what you said and I didn't have a problem understanding what you said, I'm very educated. She said a few words back.
I stepped back over to the line to pay for my card and balloon order. The cashier looks at me dumb-founded. I asked if I could pay for my order. She says, I can't ring you up the manager has to ring you up. I asked her what happened to my order you rung up? She said that the manager cancelled out my order from the register. I asked the assistant manager (Annette), why did she cancel out my order. She said to me, (in a rude nasty tone) "I can't hold me line up for you". I'm now starting to become angry, since I have been in the store for at least 30 minutes or more. Now, I'm told that I have to get back in line. The manager (Annette), says, "I'm not going to ring you up" and went back into the office. I said to her through the office door, that she was very unprofessional and needed to take customer service training. I told her that I was going to file a complaint. I asked her if she could write down her name and her supervisor's name and phone number. At first, she would not tell me. Vernon helped me and gave me her name and the information regarding the store's ID number. She eventually, said out aloud, my managers name is Glenn, you can call Glenn. Vernon also wrote that information down on paper for me. I didn't feel like Glenn would address the situation, since they work together and he may have been her friend.
Vernon volunteered to find me a place in one of the four existing lines, asking customers if I could go ahead of them. There were at least ten customers in each line. I might as well have stood back in line again. It took at least another 10-15 minutes before I got my order rung up. I was really upset by then. By the time I left out of the Dollar Tree Store, it was approximately 6:30 pm.
I would like to recommend/suggest that Vernon be given an opportunity to serve as an Assistant Manager for the Dollar Tree Store. He showed me next level customer service and was very professional and concerned about the customer service that I received. Vernon did everything that (Annette) wouldn't do and couldn't do, as far as being professional and providing good customer service techniques. Annette represented the Dollar Tree Store very poorly.
Based on the Dollar Tree's (Standard Operating Procedures Manual(s), Policies and Procedures, Directives), etc., I would recommend that (Annette) be reprimanded for her poor customer service techniques towards me as the customer. She needs to be held accountable for her actions. She should be made to attend customer service training, anger management training and any other manager training programs, before moving forward in her current assistant manager role and responsibilities.
As far as the cashier that said, "it was her first day and she was new", she needs to re-attend any store associate training requirements before being put on the floor to ring up customers. If she wasn't confident with performing her job responsibilities, she should have been working in another job responsibility, (e.g. stocking, shelving, etc.)
Thank you for allowing me to share my Dollar Tree Store experience. I would like to know how upper management intends to deal with the situation that took place. If you need any additional information, I can be reached on [protected].