I would like to file a complaint at ROSS GPO in Tamuning, Guam USA 96913 February 05, 2019 around 5:45 pm.
The cashier (name not known) and the manager (Lucy) during that shift were rude and both did not want to hear me out.
Scenery:
I was on a personal call on my cell phone, so I had my mother fall in line to pay for the item(s) we were buying. (Please take note she is a tourist to Guam and senior citizen and the cashier at the time (register 13) had no courtesy).
I saw this guy (customer) yelling at my mom to step back and move away from him with a hand gesture. My mom moved back. The guy was so disrespectful to my mom and the cashier said nothing. The moment I saw the guy doing that to my mom I rushed to my mom and I asked her why the customer was yelling at her. My mom said she didn’t know and had no idea. She only knew that the cashier called “NEXT CUSTOMER IN LINE NUMBER 13.”
So, I found out that the cashier was not done with her transaction. The guy was not done entering his pin number for his credit card number to pay for his items. I completely understand his reaction (a complete stranger coming from behind him while he is entering his pin number). But just the way he reacted and responded to my mom was almost racist in a way. It was very embarrassing to my mom for him yelling at her in the front of how many people/customers there.
So, I made the guy finish his transaction and I let him go because I didn’t want to create any trouble with him. Besides I would think that it would be the part of the cashier’s or management’s position to control such a scenario. Thinking the cashier will say something to my mom after the incident, some sort of gesture of apology, but….nothing!
I asked the cashier nicely “why are you calling the next customer in line if she’s not done yet with her current customer?” She answered me back rudely with “, THAT IS OUR POLICY AND TALK TO MY MANAGER!” It was very disrespectful and unprofessional on her part. I asked the Loss and Prevention person if I could speak to the Manager on duty and she referred me to Lucy. I tried to explain to Lucy what occurred and felt that she too brushed off my concern. The only issue she kept pushing was that it was store policy.
I don’t understand your store policy and why a cashier would call a customer next in line if the cashier is not done completing the transaction before the next customer is called. Someday this will cause customers to complain or even argue because of this policy. And if it is store policy, why isn’t it posted on store walls or by the cashier?
I just need peace of mind not for me but for my mom. As I mentioned earlier, she is a tourist here on the island and this was her first experience at a ROSS Department Store. It was so very embarrassing; as a daughter, I was heart-broken at the situation and so dissatisfied with the professionalism and customer services that the staff gave that night.
I truly hope my complaint does not go unnoticed. I am a regular customer at your store and I enjoy the great deals that I find. I just didn’t appreciate the type of management that was given.
