I am writing to share my experience at your Subway (Home Depot, 2700 Sweden Way, Richmond, B.C., V6V 2W8, Canada) and I would appreciate an explanation from Subway about the behaviour of your manager at the above-mentioned Subway.
At 10:30 on Thursday 30th August 2018, four of my colleagues and I went to the above-mentioned Subway to buy sandwiches and wraps. Four of us and a couple other patrons queued up to put in our orders. Only one staff was working in the front serving all the patrons one at a time while two were inside the non-serving area. We had only twenty-five minutes to put in our order and eat and would have appreciated more efficient service so I went to the open door of the non-serving area to request some service because there was a line up and it was obvious that the one staff out there was already trying her best to serve people. One member quickly dressed herself in an apron to come out and help with serving while the other one remained on the telephone.
The staff who was on the telephone for ten minutes inside then came out and started cleaning behind the counter while still on the telephone. I was not happy with her service and attitude when there are customers awaiting service so I took a photograph of her in the hope of enquiring about Subway's staff-training in multi-tasking. After she hung up at about 10:44, she came over to our side of the counter and started yelling at me in a loud voice. She identified herself as the manager and told me that I had no right to come into her store and took photographs of her without her permission. I agreed that I was wrong and apologized. She then demanded that I delete the photographs from my telephone and I did that in front of her. She then asked that I gave her my telephone for her to check the photographs. I obliged because she was irate and I was determined to de-escalate the situation by following her demands. I was quite taken aback by her irrational behaviour and just let her continue with her rant without responding. In fact, she was so loud that when one of my colleagues went outside to the parking lot to make a telephone call, he could still hear her yelling at me inside.
She returned my telephone a few minutes later after going through my photographs and pressing a few buttons. I thanked her for giving it back to me and she continued to yell at me. I later on found out that my telephone has not been functioning well after that.
When we finished our meal, I cleaned the table and put the garbage in the can marked "trash". I also returned the basket to the counter and said "thank you" in my usual low-key tone, a habit which I developed since my childhood. The manager (her name tag says "Simrat" or something similar) then came over and started in her loud voice again asking me why I took her photograph. I answered, "I don't know". She then went on to say, "You don't know why you took my photograph ? You are so strange (or weird) and stupid. Yes, very stupid." To that I only responded, "Yes, perhaps." And she went on to repeat, "Yes, you are so stupid." I went back to work after that. I work at that Home Depot, by the way.
Apparently later on, she reported this incident to one of the managers of Home Depot.
I acknowledge the fact that I was wrong in taking a photograph of Manager Simrat without her permission and I apologized for that. However,
1. her going through the photographs and other information on my cell phone is an intrusion of my privacy.
2. causing my cell phone to malfunction after handling it is damaging other's property.
3. repeatedly calling me "weird and stupid" is defamation of character.
4. reporting this incident to my supervisor and my employer is yet another example of intrusion of my privacy because I came to patronize "her store" during my break and that has nothing to do with my supervisor or my employer.
I am writing now to see
1. why there was only one person serving a line of five customers queuing up waiting to put in their order while the other two were not helping until asked.
2. if that was a legitimate business telephone call, would Manager Simrat be as irate when asked to come out to serve customers,
3. whether Subway's staff training manual include a section on conflict resolution or are staff allowed to yell at paying customers non-stop for five minutes,
4. whether Subway's "customer service" include insulting paying customers by repeatedly calling them "weird and stupid",
5. whether it is a Subway manager's job to ensure that there is sufficient manpower at the counter to serve customers to shorten wait time.
I would appreciate an explanation for Manager Simrat's behaviour and the answers to the above mentioned questions by the end of next week (7th September 2018) and compensation for the damages caused as a result. If I do not hear from you by then, I shall seek help from the media to see if members of the public can help me understand how Subway usually resolves conflicts with customers.
I thank you in advance for your early attention into this matter and anxiously await your response.