Major Fail on Customer Service and Convenience: I did a food run to my local Giant this morning. I chose to self scan my grocery items and Im very glad that I did. Had I gone to a cashier, I might not have noticed that the Lox I purchased scanned at a higher price than that listed on the shelf. I caught the attention of an Assistant Manager to ask about the price scan guarantee. He said that they would adjust the price to the correct one at the register. Well, I would hope so! The problem is that means the customer has to know there is a discrepancy. To try to counter this, Giant used to have a price scan guarantee with teeth. If the item scanned at a higher price than what was listed, you got the item for free. This forced the people inputting prices into your system to actually pay attention to what they were doing. There is no such incentive now with the new policy. The second issue I ran into was when I went to purchase chicken wings. In the past, you could actually purchase the number of wings you wanted directly from the Meat Department. Additionally, for a small extra charge, they would cut the wings in half for you and cut off the tips. When I inquired at the meat department, they said I could grab a pre-packaged package and they would cut them up. But that doesnt allow me to buy the exact quantity of wings I want. I ended up finding the store manager. He took care of both issues for me..today. But that does nothing for other customers or even me for the long term. Although he said he agreed with my concerns over the change in the price scan guarantee, he said the change in policy was due to an examination of industry standards. And therein is the problem. It used to be Giants goal to excel in customer service. Now, it appears they want to provide nothing more than an average customer experience.
Posted on: Sat, 13 Dec 2014 15:54:36 +0000
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