Tag Archives: dominick’s

Does Service Still Matter?

CashierI am a business owner and long-time Dominick’s shopper. Having spent a lot of money with your company over the years, I am very disappointed to share my latest interaction with your brand. On March 26, 2013 my wife and I were in Northbrook for a mini-vacation. We stopped into Dominick’s Store #1719 located at 1340 Patriot Rd, Glenview, IL 60025 where Mr. Mike Trimarco is the manager. I am pleased to inform you that the store was incredibly clean and organized and that my experience in the store was quite pleasant until I arrived at the checkout line.

We waited briefly in the express line with only ten items. Our cashier’s name was Vita. After being amiable with the preceding customer, Vita asked if we were reward members prior to saying hello. My wife and I were excited about our vacation and therefore ignored the lack of friendly service that we have come to expect at Dominicks. My wife hands our rewards card to Vita, who scans it and then places it on the counter without saying anything or acknowledging how inappropriate this gesture was. While scanning our items, she began a conversation with the male bagger whose name I do not remember. Already offended by this rude behavior, we waited patiently for our total. Vita announced our total and then proceeded with her conversation with the bagger. I must pause to inform you that our items were properly placed in bags and doubled where necessary. However, when our checkout was complete, our bags were in front of the bagger, who was leaning on the register enjoying a conversation with Vita as if we were not standing there. I had to reach in front of him to grab my bags once it became clear that he was not going to hand them to us or move to make it easier for us to grab them ourselves.

One school of thought is that this issue was isolated and was the result of two people that chose not to uphold Dominick’s commitment to family, food, value and fun. Maybe they do not understand or agree with their focus on giving “primary attention to the needs of shoppers partnered with the highest standards for all of its merchandise.” Another school of thought is that the poor service we received was racially motivated and the result only of the color of our skin. Either way, this behavior is unacceptable. This formal complaint solicits an apology and disciplinary actions. I am sure that the Dominick’s brand does not accept or agree with this customer treatment and I am hopeful that a resolution can be reached. I am a blogger, doctoral student and business owner.  I do not believe that I deserve great service as a result of those facts. I believe that I deserve great service as a result of the fact that I am spending my hard earned dollars with your brand. I further believe that we all deserve this same quality of service and life here in America based on the fact that we are American and not based on what color we are. On one side of the argument is the hesitation make this matter a race issue. People would accuse me and others like me of “playing the race card”. What I think is important is that we as a society come to terms with the fact that racial issues persist.  When we accept this fact then we can have a REAL conversation about it. Until then we are living in the matrix and not dealing with the heart of the problem.

I sent a letter to the company explaining my experience and I look forward to hearing from them and resolving this matter amicably and expeditiously. I would like to ask you if you would be offended in this situation and if you agree with the decision to address the matter with the Dominick’s brand. What do you think?

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