ComplainerMan

I have a couple of quick stories to relate regarding my recent switch from shopping at Safeway in Pleasanton to Raley’s. Everyone knows that during a recession big businesses increase profits by laying employees off. It wasn’t long after Safeway in Pleasanton installed self-checkout that they took it to the extreme. The drop-off in service was noticeable immediately, especially if you came in during the off hours. I avoided self-checkout, so during those first months, the extremely long waits were partly my responsibility.

Then last month a lot more checkers disappeared and the remaining ones became increasingly disgruntled. Who can blame them? Under-staffing to the point where it results in angry customers is the responsibility of management, however the front-line employees generally take the brunt of it. Now to the straws that broke the camel’s back:

1) It was about 9:15 on a Thursday morning and the kids and I were on our way to Great America in Santa Clara. I ran in to grab some supplies and $80 in cash. I was hoping to be in and out so we could be there when the park opened. Didn’t happen. There were two checkers, and both were anxiously awaiting the person at the service desk to stock their tills because they were having trouble giving change. After about 15 minutes of apologies from the checkers, I had to walk up to two people chatting, who were apparently managers, and ask them if they had any staff available to give the checkers money for their registers. A nice 20 minute chunk out of my life.

2) My wife and I ran in at 6 PM on a weekday to grab a few items for dinner, and saw that there were no express lanes open, only a couple of cashiers, and a throng of very sad looking customers waiting in huge lines, including self-check. We dumped our stuff and went to Raley’s, where we couldn’t believe the difference in atmosphere, and service.

3) When I ran in for a single item this morning, there was one checker, but the line was short. I purchased 90 cents worth of spring salad mix for my daughter’s tortoise (Raley’s doesn’t carry it in bulk). I paid with 4 quarters. The checker did not have a dime for change and proceeded to call for it. What a joke! “Keep the change!” I said, happy to be out of that nightmare of a store (until the tortoise needs more food, of course!)