The complaint has been investigated and
resolved to the customer's satisfactionResolved Sam's Club, Mobile, Alabama — poor service without explanation for future prevention, and, unsanitary check out clerk frozen food handling
resolved to the customer's satisfaction
After complaining to the Sam's Club through its web site with the message following, an apologizing response was received, but, noting getting to the root cause of that system failure, failure to deliver the purchased product in a timely manner, was explained. Additionally, the unsanitary behavior of the clerk placing a frozen food item directly on the floor where employees and customers walk, was not mentioned in the response, suggesting that this practice is acceptable to management - this possibly leading to contamination. Potential customers should be aware of these issues.
On Sunday, 5 December 2010, at the Mobile, Alabama Sam's Club, likely a system failure occurred and I seek an explanation for the poor service experienced.
I entered the facility and, following posted instructions/directions, placed in my hand a rectangular piece of white paper with black print indicating that I wanted to purchase one unit of the Chrome Steel Industrial Shelving, Model: 18496N, Item #: 773603, $89.78 (http://www.samsclub.com/sams/shop/product.jsp?productId=152201&pid=CSE_Froogle&ci_src=14110944&ci_sku=122112 - Chrome Steel Industrial Shelving - Sam's Club).
I proceeded through the facility and placed in my hand a container of animal crackers (http://www.samsclub.com/sams/shop/product.jsp?productId=165371&navAction=push - Stauffer's� Original Animal Crackers - 78oz - Sam's Club), a DiGiorno Frozen Pizza (http://www.samsclub.com/sams/shop/product.jsp?productId=163660&_DARGS=/sams/common/shopFilterFrag.jsp.1_A&_DAV=online&_dynSessConf=936225158294640450 - DiGiorno� Supreme Pizza - 3 pk. - Sam's Club), and, a case of Minoxidil (http://www.samsclub.com/sams/shop/product.jsp?productId=178998 - Member's Mark� Hair Regrowth Treatment - 6/2oz - Sam's Club).
At the check out register, the clerk questioned the purpose of the rectangular piece of paper indicating my desire to purchase the shelving, and, after I explained it to him, I completed my cash register transactions. One noted instance of poor behavior, in my opinion, was that the clerk sat my frozen pizza on the floor instead of temporarily placing it in the clerk's basket - possibly an unsanitary practice that could lead to contamination.
I was told that my shelving would be delivered to me at the facility exit.
I proceeded to the facility exit and waited a very long time, but the shelving was not delivered. I explained to an employee who apparently worked at the returns counter that I was awaiting delivery of the shelving and that employee used the intercom/paging system attempting to assist me. Several more minutes passed, but the shelving was not delivered. The employee apparently working at the returns counter again called for help, but again after several minutes, the shelving was not delivered. My frustration was obvious when I approached the employee apparently working at the returns counter again, and that employee rushed to attempt to call for help again, but I told that employee that I simply wanted to return all of my items purchased and receive a refund. I received my refund and exited the facility.
The failure of the system, employees not delivering the purchased shelving to the facility exit after several minutes, needs examining and an explanation is sought for such poor customer service.
I followed the posted directions, taking the rectangular piece of paper with me to the check out register and paying for it, but the purchased item was not delivered to the facility exit in a timely manner. Perhaps poor employee training or poor employee communications within the facility are factors, this reflecting back on poor management. Such poor service is unacceptable.
Later that evening, reluctantly, I returned to the facility and performed similar activities, and, I questioned the clerk at the cash register on how delivery of the item purchased using the rectangular piece of paper would be assured. That clerk called for apparently a floor manager and that floor manager proceeded to an apparent floor station and used the communications system. After a short while, the item purchased was delivered to the facility exit.
An explanation of the failure is sought and improved employee training is suggested.