Jo-Ann Fabrics And Crafts Terrible in store experience Methuen Massachusetts
Below is the message that I sent to their corporate customer service contact.
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I often shop in your Methuen, Massachusetts store. I regularly visit the store to browse around to see new products and the great deals that you often have. I am writing to report a recent unpleasant experience at the store. On June 2, I drove down to the store, not looking for anything in particular. I wandered around the store and found a couple of things that I liked. I got in the cashier line to pay for the items. There was another customer ahead of me and a couple of people behind me in line. I was talking to a friend on my cell phone while waiting.
Of course, I was speaking discretely so as not to disturb the people around me. When the person ahead of me was finished, as I was getting ready to put my items on the counter, the cashier said to me in a rather rude tone "Can I just take them first, and I can take you when you're done with the phone?" She did not even greet me first. I would expect that your cashiers be trained to greet your customers. Anyway, I put the phone down and said "No, I can pay for it now". She scanned the items, and I paid for it. As I was walking away, I felt that she was rude and I was mistreated, so I decided to get back in line to return the items.
As she was taking the return, she said "Did I offend you? I was just trying to do the right thing", again in an unfriendly tone. She kept going on and on. I didn't want to create a scene, so I decided just to keep quiet. I was further offended and embarassed since there were people around us listening. She made it seems as though I had done something very wrong. I did not go visit your store to be preached by one of your cashiers. I can understand her perspective if my being on the phone was somehow slowing things down. But I had my items in my hand ready to put on the counter for her to scan.
When I got home, I called the store and asked to speak with a manager or supervisor. When she came to the phone, I explained to her what had just occurred at the store. I was surprised that rather than offer an apology on her employee's behalf, she proceed to rattle off a series of excuses.... something about the cashier not wanting to make a mistake. I'm not sure why my being on the phone would cause her to make a mistake.
All she has to do is scan the items and take my credit card. If she needed to ask me something, I would've put the phone down to respond. In fact, after she was scanning the items, I would've put the phone down for the credit card transaction. But instead, the cashier decided, for some reason, to behave in a hostile manner without even saying "hi" or "hello".
It is now a couple of days later, and I still don't feel good about going back to your store. Sometimes, I run across young and untrained workers, but I was appalled by the response I got from the store supervisor/manager.
I did not get the name of the supervisor, but the cashier's name is Kathleen.
Perhaps, you should take a look at the customer service practice and training at this store. I've had a couple of other experiences at this store in the past. One time, one of the items I was purchasing did not have a price tag on it. The cashier told me that I had to go get a different one that had a price tag on it. In most other stores, the staff would've figured out the price on their own. Another time, I asked a staff member to help me find something. She just pointed in a general direction and said "Go look over there". First of all, in most stores, they would've walked me over to what I was looking for to make sure I found it. Second of all, she pointed in a completely wrong direction. I wandered around store a while and finally found it on the opposite end of the store.
I would appreciate a response to this message with a description of the actions that you are planning to take. I'm sure that I don't have to tell you that your business is not without competition, and customer service plays a big part in my decision of where to shop.
C
Derry, New Hampshire
U.S.A.
11 Updates & Rebuttals
Robin
North Andover,Massachusetts,
U.S.A.
Customer Service snob
#12Consumer Comment
Wed, June 07, 2006
Being in the customer service industry for many years I have become a snob. In this I mean to say that I seek out the best customer service and only shop at those locations.
I have several Jo-Ann's around my area and yet I travel out of my way to shop at this location. I have experienced nothing but excellent service from this group of employees. I am also a crafts person and many of us "crafters" pride ourselves on being fun and helpful. I actually think it is a prerequisite to be crafty to work there.
I think you were probably too busy on your call to hear the greeting, and maybe Kathleen was trying to give you more time to finish your call and not interrupt you by asking if you wouldn't mind if the other customers went in front of you so that you could finish your call. I know that if were Kathleen on the phone the whole time while you were trying to check out you would be upset.
Bottom line sorry you were embarrassed but you should have used your common sense and hung up before getting in line. You obviously were not in a hurry because you got back in line to return everything.
Jim
Flagstaff,Arizona,
U.S.A.
My 4 Cents worth
#12Consumer Suggestion
Tue, June 06, 2006
I guess the moral of this story is - don't go back.
Gil
Silver Spring,Maryland,
U.S.A.
Re
#12Consumer Suggestion
Tue, June 06, 2006
"The point of my posting was to point out the lack of proper customer service at this store, specifically by this particular cashier and later by the supervisor. The cashier did not address me in a polite manner as Scott suggests he does when in a similar situation."
How is a cashier supposed to provide you with proper customer service when you cannot give her your attention? Maybe she deals with rude cell users everyday and you were just on the receiving end. In fact, any person with common sense should NOT have to be reminded or told to terminate a phone call, and you should be prepared to check out in a fast an efficient manner. There is nothing more annoying than a person gabbing on a phone or into a headset when in line with other people. You want to be treated with respect, then show some yourself.
Peter
Pony,Alabama,
U.S.A.
Get your story straight please
#12Consumer Comment
Tue, June 06, 2006
To the original poster
In your most recent post, you state "I was about to put down the phone anyway when I was rudely greeted by the cashier."
Yet, in your previous posts you complained about not being greeted.
Which one was it. were you greeted, or not?
Since you enjoy telling this story to multiple outlets, it would really help to get your facts straight so that others don't doubt your credibility.
And yes, I agree with you that your post was not about cell phone ettiquette. But, as the others on this board have pointed out, it was YOUR lack of ettiquette that seemingly was at the root of this problem. You may want to work on that. Surely, any cell phone call that is "urgent" and MUST be taken would warrant your undivided attention in a quiet nondisruptive place, and standing in line at a cash register would impede your ability to partake in the oh-so-important call in the first place.
Charito
Derry,New Hampshire,
U.S.A.
Jo-Ann Fabrics And Crafts - Updated comments
#12Author of original report
Tue, June 06, 2006
Thank you all for your comments. It's good to know that people read the postings on this site.
While I respect the opinions posted in response, my posting was not really about cell phone etiquette. As Scott points out, cell phone use has become quite pervasive these days. As for turning the phone ringer to vibrate, that may be a good solution for men, but most women do not wear their cell phones on their belts, but rather leave them in their purse.
Leaving the phone on vibrate and missing potentially important calls would defeat the purpose of carrying a cell phone in the first place. As Giselle points out, some stores have signs asking people to end cell calls before getting to the cashier. This store did not have such signs. In any case, as I had already mentioned, I was about to put down the phone anyway when I was rudely greeted by the cashier.
The point of my posting was to point out the lack of proper customer service at this store, specifically by this particular cashier and later by the supervisor. The cashier did not address me in a polite manner as Scott suggests he does when in a similar situation.
At the end of the day, these businesses exist because of its customers, and they should be treated properly with respect even when the store staff feels they are right.
In my opinion, it is the responsibility of the store staff, and especially the supervisor, to find a way to handle various situations without making the customer uncomfortable or upset.
Again, thanks for your opinions. I'll bear them in mind.
Elizabeth
Saint Charles,Missouri,
U.S.A.
My two cents
#12Consumer Comment
Mon, June 05, 2006
I have to say that it seems to me that the OP here needs to work on her common courtesy skills. It is incredibly rude to check out while on a cell phone. I carry a cell phone and I make sure that if I go into a store I don't even walk up to the check out line until I am off the phone. If your conversation was so important that you couldn't end the call to be polite and check out then you shouldn't have been in line in the first place.
Giselle
Any City,North Carolina,
U.S.A.
OP is in the wrong, in my opinion
#12Consumer Comment
Mon, June 05, 2006
I agree with Scott. No matter how quiet you think you were being, people around you could hear. And people yapping away on their cell-phones are annoying. Was the cashier really speaking rudely or was it just that you did not like what she said to you? When I read this letter, I was reminded of the some of the signs I've seen in stores "Please doscontinue your cell-phone conversation before you reach the cashier" or "We reserve the right to refuse service to people on their cell-phone". Tell the person you will call them right back, once you outside the store and get off the phone!.
As far as the cashier telling you to get another item, she/he cannot leave her register to go get it for you! Many times I've been asked to run and get another one of something by a cashier forbidden to leave her post. Sometimes if there is another employee nearby or even available, they will get it for me. But I don't mind doing it myself, I'm not lazy. Its simply not a big deal.
RE: the employee saying "its over there": I agree they should have been more helpful.
I've heard bad things about Jo-ann's customer service in general, but I don't think you are completely in the right here.
Giselle
Any City,North Carolina,
U.S.A.
OP is in the wrong, in my opinion
#12Consumer Comment
Mon, June 05, 2006
I agree with Scott. No matter how quiet you think you were being, people around you could hear. And people yapping away on their cell-phones are annoying. Was the cashier really speaking rudely or was it just that you did not like what she said to you? When I read this letter, I was reminded of the some of the signs I've seen in stores "Please doscontinue your cell-phone conversation before you reach the cashier" or "We reserve the right to refuse service to people on their cell-phone". Tell the person you will call them right back, once you outside the store and get off the phone!.
As far as the cashier telling you to get another item, she/he cannot leave her register to go get it for you! Many times I've been asked to run and get another one of something by a cashier forbidden to leave her post. Sometimes if there is another employee nearby or even available, they will get it for me. But I don't mind doing it myself, I'm not lazy. Its simply not a big deal.
RE: the employee saying "its over there": I agree they should have been more helpful.
I've heard bad things about Jo-ann's customer service in general, but I don't think you are completely in the right here.
Giselle
Any City,North Carolina,
U.S.A.
OP is in the wrong, in my opinion
#12Consumer Comment
Mon, June 05, 2006
I agree with Scott. No matter how quiet you think you were being, people around you could hear. And people yapping away on their cell-phones are annoying. Was the cashier really speaking rudely or was it just that you did not like what she said to you? When I read this letter, I was reminded of the some of the signs I've seen in stores "Please doscontinue your cell-phone conversation before you reach the cashier" or "We reserve the right to refuse service to people on their cell-phone". Tell the person you will call them right back, once you outside the store and get off the phone!.
As far as the cashier telling you to get another item, she/he cannot leave her register to go get it for you! Many times I've been asked to run and get another one of something by a cashier forbidden to leave her post. Sometimes if there is another employee nearby or even available, they will get it for me. But I don't mind doing it myself, I'm not lazy. Its simply not a big deal.
RE: the employee saying "its over there": I agree they should have been more helpful.
I've heard bad things about Jo-ann's customer service in general, but I don't think you are completely in the right here.
Giselle
Any City,North Carolina,
U.S.A.
OP is in the wrong, in my opinion
#12Consumer Comment
Mon, June 05, 2006
I agree with Scott. No matter how quiet you think you were being, people around you could hear. And people yapping away on their cell-phones are annoying. Was the cashier really speaking rudely or was it just that you did not like what she said to you? When I read this letter, I was reminded of the some of the signs I've seen in stores "Please doscontinue your cell-phone conversation before you reach the cashier" or "We reserve the right to refuse service to people on their cell-phone". Tell the person you will call them right back, once you outside the store and get off the phone!.
As far as the cashier telling you to get another item, she/he cannot leave her register to go get it for you! Many times I've been asked to run and get another one of something by a cashier forbidden to leave her post. Sometimes if there is another employee nearby or even available, they will get it for me. But I don't mind doing it myself, I'm not lazy. Its simply not a big deal.
RE: the employee saying "its over there": I agree they should have been more helpful.
I've heard bad things about Jo-ann's customer service in general, but I don't think you are completely in the right here.
Scott
Sioux Falls,South Dakota,
U.S.A.
Learn some phone etiquette
#12Consumer Comment
Mon, June 05, 2006
In my opinion, you were the one being rude. No matter how quiet you think you are, if you are standing in a line, everyone around you can hear your conversation.
Cell phones have become so pervasive that people don't care where they are when using them. I do carry a cell phone, but there are some things I do so I don't bother others.
1- I always set my phone to vibrate when in a public place.
2- If I answer the call, I always tell the caller I'll call back when I get outside.
You were the one who made a big deal out of it. You mentioned you were embarrassed, you should have been.
I have said to customers: "I will be more than happy to assist you when you've completed your call. I don't want to interrupt."