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 Staff attitude
Posted Thu August 23, 2012 2:44 pm, by Donna A. written to BJ's Wholesale Club, Inc.
Write a Letter to this Company
I am a long term member of BJ's. I have been a joint member with either my husband or my married daughters for yrs. I am on several good deal type national boards as well as local/state ones. From time to time people ask where is the best place to get tires? I chime in I like BJ's and tell them why - they last a long time/not nickeled and dimed with lots of little extra charges when they are put on. Occasionally people post is BJ's worth the membership fee? What is a good buy?
I've posted contact lense prices are great, I buy a lot of jewelry there, my king size mattresses came from there and were about l/2 of a store price etc.
So I need new replacement tires for a car I bought new and try to buy more from BJs.
lst when you call and ask for the tire dept. rarely does anyone answer. Possibly your employee is in the bay area putting tires on but this is not good for your member. We drove to BJ's and went to the tire dept. to buy tires. You have a window with a small hole and no way to get to the guy or get his attention if in the bay area without walking to the end of store - go out and walk all around the outside of the store. (unlike Sam's where we'd looked earlier in the day) Your tire employee guy - there is No nametag on him at all- believe me I looked.. is not a people person at all. Not friendly/rude. He states you carry no l8" tires at all and must be ordered. My husband can't understand WHY? He says many cars these days have l8" on them - they were factory tires from Nissan. Sams does have the tires in stock and was ready to put them on. I decided BJ's was closer to me to go back for future balancing/to buy 2 more tires next month. They are over $700 so I was spliting purchase into 2 months for my budget. So we are told like don't call us - we will call you when they come in. As if don't bother him. I pay for the tires on 8/5 and wait and wait and wait.
Finally I call and I am told they are in even tho we were not called as we were told.
I ask hours so I don't waste my time that I can come to have them installed. I drive up there at 5 something pm 8/22/l2. You have a sign on the locked door saying back at 6 pm so we wait. We park near the door so we can see when it's unlocked. Finally a few min. after 6 he appears. I say I am there to have my tires installed and ask do you want me to park in front of one of the empty bays? All doors are down. His attitude is he could care less I a customer waiting there. He says NO- go put your car in a parking space in the parking lot.
I say do you close every day til 6 - like for your lunch? NO REPLY- No answer.
He says it will take an hour to put the 2 tire on I am paying $36l.xx for. I said if I had 4 tires then does it take Two hours? No reply - he tells me go talk to a a manager. Like don't ask him any questions.
In the meantime he is helping another customer he came in AFTER me selling him some tires while I wait and I was there lst waiting on him to show up the hours I was told BJ's was open for tire installation. SO I go walking with my daughter and her heavy almost 2 yr old baby around the outside of store to see a manager as I was told. I was thinking this guy is probably going to take the guy who came in after me and put his tires on lst! I do watch to see how long it takes him to move my car into the baby. TOO long with me waiting for him to show up and be lst.
I ask for a manager. Nobody ever shows - I ask again if only one management person in the whole store? Yep. I later call while my daughter was shopping and ask who is the store manager- name etc. and told they are gone for the day.
At this point I really wanted to say while waiting on the manager let's forget the whole thing. Just credit my acct. back the $36l. and I'll go elsewhere. Because I don't want to come back as planned in early Sept. for the other 2 tires. I don't want to come back and deal with this disgruntled employee to ever get my tires balanced or a flat repaired. I don't want to even shop there where no one will come up to talk to a customer.
This whole experience just really leaves a bad taste in my mouth. I won't be recommending BJ's any more when it's the topic of conversation.
Replace this employee with one who is customer friendly.
Do you cancel memberships and return the fees?
You've already closed your McDonough store where my daughter lives and we use to shop.
She drives to my house in Covington for us to come together to Conyers. I doubt she will want to shop there without me.
There is no way I want to go thru this hassle again to buy 2 more matching tires with this employee who clearly just wanted me to go away and a store manager who can't be bothered to come meet me in the front @ customer serv.
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New car
by Retail Veteran Sat August 25, 2012 @ 10:55 AM
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by spunkyboy08 Posted Fri August 24, 2012 @ 8:31 AM
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No name tag...I do not have a name tag to wear while I am at work, & I
deal with the public just like this guy does.
Not friendly/rude. I understand that according to you he is not
friendly, but I do not understand why you are complaining about his
not being rude.
The employee has NO control over inventory. That is something that you
need to speak to store management about.
Phones... Obviously there is only one person working in the dept., &
so, no, he cannot be answering the phone while he is attending to
other customers. He can only do so much. What do you expect him to do
if he is the only person working in the dept.?
What do you expect the employee to do about the window?
How is it the employee's responsibility when the manager does not
arrive. He is NOT the manager. He IS an employee.
The eomplaints you have...the employee has NO control over.
Perhaps he is overworked. I would be if I was in his shoes.
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by PepperElf Posted Thu August 23, 2012 @ 3:11 PM
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No name tags - many companies don't issue them. Plus, when you're
working on a car, you don't want tags that may scratch the cars up.
phone - as you said, the employee may be working on someone's car. Or
they may be working with another customer directly. The key point is
that other "someone" is a customer too. With the same right to have
employee attention as you have.
window - How is this "attitude"? It's not as if the mechanic can
redesign the stores themselves.
inventory - again, how is this employee attitude? You sound as if
it's his fault entirely that what you want has to be ordered and ...
you want him to explain WHY... O_o
Do you know exactly why your boss makes every single decision? Does
your boss even tell you why? Maybe your boss does, but maybe your
boss doesn't... it's still not your fault if the boss choses
something that a customer doesn't like. Even if the customer demands
to know WHY.
I won't bother finding reasons for every other single little item on
the list. but in general it sounds like...
the work isn't instant, the employee has to work with multiple
customers at once - even if you want him to ignore all other customers
until your specific job is finished.
and the employee is... now responsible for the manager not showing up
too?
Perhaps the employee isn't the one who's the problem...
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