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2.5

Around the end of December 2014, I wrote down a suggestion and filed it in the suggestion box at the McKinley-Hamburg location. After 3 weeks, I had not received any acknowledgement, even though I provided name, address, telephone number and email address.

I wrote to them using their online comment form and received a voicemail from Sara at their McKinley Mall store that was not an apology, rather an acknowledgement that they had received my suggestion and essentially used the same words that I had written them in describing what the suggestion was about, but that she would discuss it further with me if I chose.

I wrote back again explaining that I felt that the nature of the response did not show any understanding of why I was upset and that making no attempt to acknowledge the mere receipt of a suggestion was both rude and ignorant, and that a reasonable person would assume they simply throw out suggestions that have no merit. At this point I didn't care whether the suggestion had merit or not; what struck me was (a) the corporate consumer affairs dumped my concern off to the local store and (b) the local store did not sound eager to want to engage me further.

Once again, the corporate consumer affairs office dumped my second online comment to the local store. I then received another call from Kevin in the same store, and I made the mistake of calling him back. He admitted that he "dropped the ball" in not acknowledging the suggestion, that they actually did incorporate my suggestion that was meant to improve the accuracy and efficiency of the self-checkout machines, but indicated that they have a very good system for dealing with suggestions. Again, no real concern about how I felt; just more defense of how good they normally are.

They encourage people to make suggestions, so I spent my time - which has value - to make a suggestion and felt good that I did, but now regret ever doing this.

The next day, I asked them how I could cancel my Shoppers Club account, and they even messed that up by not listening to me; rather than answering my question about how to cancel it, Brienna in the Shoppers Club department simply went ahead and canceled it without my permission.

The only time I will do any business with Wegmans is if my parents would like one of their sub sandwiches and they won't be getting my money for my personal needs, that's for sure. I wasn't one of their "top 50" shoppers who get the free food at Christmas like my coworker, I'm just someone who was getting used to shopping at Wegmans. For a company that spends a lot of money creating an image of exceptional customer service, it has been quite a disappointment that won't happen again to me, but I have no doubt their self-described "very good system" for dealing not simply with suggestions but the people who take the time to write the suggestions will move forward unchanged; at least I know they incorporated my simple suggestion that will improve their bottom line long-term, even if they didn't feel it was necessary to tell me.

Wegmans is another good example of a company that has gotten too big to listen, and are now simply big enough to only say they listen.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Location: East Aurora, New York

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Guest

Go get a full-time job and work your *ss off while trying to provide for an tend to your children on a less-than-spectacular salary from Wegman's (but the best you can get during these economic times) only to return home at the end of a long, rough day to read some ridiculous online complaint from an arrogant, disrespectful *** who has the time to write letter after letter about the job you're TRYING to do!!! Let us all know how you feel after THAT!

Guest

I HAVE SAID IT BEFORE AND I SAY IT AGAIN....THINGS HAVE CHANGED, BIG TIME, SINCE DANNY WEGMAN AND HIS DAUGHTER ARE RUNNING IT NOW.

Guest
reply icon Replying to comment of Guest-976432

You are right, it is better. I made a suggestion concerning the coffee bar and they actually made a change for the better. I guess I have nothing to complain about any more:)

Guest

Take your best wishes and put them with your shoppers club card. I hope they spooooge in your prepared foods.

Go shop at Tops and see how they respond to your complaints. Better yet, go to Walmart and see if they give a *** about you. No one ares about your suggestions because they suck Buffalo wings. Go get your prepared foods at John's Corner Store, he will listen to your brilliant suggestions.

Maybe he can put a little less salt in the chicken salad? What about more beet juice in the pickled eggs? I think he could use some more counter space....maybe expand his e cigarette selection and improve the display. Maybe we can get your thoughts on the concerts this Summer at the Erie County Fair?

I bet you have some great suggestions.

Back to Wegmans. Don't you think the Nature's Market section could use some more gluten free products? How about some flax seeds at the trail mix bar?

I think the water in the Lobster tank might be to cold. Why didn't they have bigger strawberries at the salad bar last week? Maybe they should get a black guy to make the sushi to be more diverse? How about have one of the "helping hands" deliver your tampons right to your house?

Maybe only ex Bills should be hired to work at the front end and Rex Ryan should get his own parking spot right by the door? Maybe they should give all chronic complainers a free trip to Rochester, so they can apologize for having such terrible customer service? Then they will treat you to a garbage plate at Nick Tahou's and then a limo ride around the I-490 inner-loop.

Then back to corporate headquarters for a big meeting with all the executives. There, you will be able to present all your suggestions and hopefully receive the gratitude you deserve.

Best wishes!

Guest
reply icon Replying to comment of Guest-933893

Thank you, Anonymous. You wrote very little that came close to the truth, however my thought is that you ought not to submit any suggestions, either. Take care and have a nice day!

Guest
reply icon Replying to comment of Guest-952775

Pissed off Dave,

I am asking you to suggest to the NYS DOT and the politicians in Albany, to extend the 400 expressway all the way to Olean. I know it will take 10yrs to complete, but will provide a much needed economic boost to East Aurora.

Think of all the southern tier folks that will come up to pay homage to the Millard Fillmore House.

It will also make it easier for Surfine products to be transported from Olean, since your boycott will probably put Wegmans out of business.

After this, I am all out of suggestions. Thank you and good day!

Guest
reply icon Replying to comment of Guest-952775

I NOTICED THE PEOPLE IN OVER THE PHONE CUSTOMER SERVICE CAN BE A BIT ARROGANT....SOME EVEN DOWN RIGHT RUDE.

I HAVE SAID IT BEFORE, AND I WILL SAY IT AGAIN.....EVER SINCE DANNY WEGMAN AND HIS DAUGHTER TOOK OVER THINGS HAVE CHANGED.....UNFORTUNATELY NOT FOR THE BETTER.

Guest
reply icon Replying to comment of Guest-976431

We all know you've said it before. We all hope you will say it again.

And again. And again. You have always said it. You will always say it.

I believe you. We all believe you. So please, just one more time, say it for us again. Please say your legendary catchprase!

Say it loud and proud! Just say it already! Jeeze, what is the hold-up. We are waiting, so let's hear it.

Go on, say it again. Ahhhh that's more like it!

Guest

Wow, you are a loser. I have a suggestion for you: take your shoppers club car, shine it up real nice, turn it sideways and stick straight up your candyass.

Love, Danny W.

Guest
reply icon Replying to comment of Guest-933876

Thank you Anonymous #2, hopefully you won't get the same treatment that I did, unless you welcome that sort of thing. It comes down to the Golden Rule; if you're not familiar with that concept, please consider it.

I have saved at least $300 by not shopping at Wegmans since I posted my original note and I consider that a blessing. Have a good day.

Guest
reply icon Replying to comment of Guest-952777

Dear East Aurora Dave,

I have considered your suggestion for several days and it certainly has changed my perspective. The lack of anger and frustration in your reply has convinced me that there are still considerate people in this crazy world.

I want to thank you for opening my eyes. I am happy to tell you that I am also getting rid of my shopper's club card and cannot wait to save $300. Together, our $600 in savings will be put to good use elsewhere.

In fact, I think we should open our own grocery store and we'll call it "Dave and Anonymous's Suggestion Box". Our customers will be greeted by the largest suggestion box in Erie County when they walk through the door.

Our employees will also follow customers around and constantly ask for suggestions on how to improve the store. There will also be a beef on weck carving station. You better believe that it will be better than the Charlie the Butcher's at the Noco Express on Main Street.

Over all, our mission statement will be to practice the golden rule. If we cannot uphold that, we will not succeed.

Our customers will hold us to the highest standards of any grocery store.

Thank you and god bless

Guest

It sounds like you might be a chronic complainer and a pest. What in heaven's name was your complaint about anyway?

Was it a matter of life and death?

The way you have carried on it sure sounds that way. Nobody likes a pest and it sounds like that is what you are.

Guest
reply icon Replying to comment of Guest-932745

If poor customer service is what you like, fine, and perhaps you either didn't read or could understand what I wrote. Hopefully you are either lucky or just accept whatever poor service you receive.

Rarely does something like this happen to me, but I'll end up saving a lot of money by not shopping at Wegmans because the bulk of it was in the prepared food sections (buffet, deli, sub shop). Best wishes to you!

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