• Report: #278173

Complaint Review: Meijer

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  • Submitted: Wed, October 10, 2007
  • Updated: Wed, January 20, 2010

  • Reported By:Newport Kentucky
Meijer
2929 Walker Avenue, NW Grand Rapids, Michigan U.S.A.

Meijer Shopping Adventures at Meijer! Cincinnati Area Ohio

*UPDATE Employee: YOU need people skills!

*Consumer Suggestion: MYTHBUSTER

*Consumer Comment: This is in response to your response to a report about Sears....

*UPDATE Employee: Gas Station Information

*UPDATE EX-employee responds: Which group are you in?

*UPDATE EX-employee responds: Just a little background info for you

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To Whom It May Concern:

I would like to preface my complaint against Meijer with the following observation:

First, I noticed that eight complaints against Meijer Inc. have now been posted on the Rip-Off Report website!

As I read through the complaints I noticed that there was a general theme, that they all had the something in common. Most of the reports are about poor customer service and one was about poor employee treatment.

Seven out of eight reports had comments and most of the comments were from Meijer employees who took the time to explain why the customer was wrong. In one case the employee advised that, in the event of a problem, the customer should ask to speak with the Store Director I feel this is bad advice!

Also, I will not name the exact store I dealt with and I will not name the employee's. So with this said and without further ado, I would like to begin this complaint with a question!

Do you know what I would like?

I would like to fuel-up without having a Meijer customer walk past my vehicle with a cigarette in their mouth as they followed a Meijer employee into the convenience store. It should be noted that the customer was nice enough to put the cigarette out before walking inside the building!

I sent a note off to Meijer Corporate offices about the smoking incident and a few weeks later I asked one of the Supervisors if anything had been said' they had not heard a thing!

Have you noticed the number of people who refuse to turn off their cell phones while at a Meijer Gas Station?

The point I am making is that Meijer Employees are not paying attention and I am of the belief that the corporate office will not say a thing about this problem. Heck, if they are not going to say anything about people smoking in front of the employee at the fuel pumps then what makes you think that they would say anything about enforcing the rules posted on the fuel pumps?

Do you know what else I would like?

I think that it would be a great idea to have the Meijer Vice-Presidents, all of them, to go through a few courses in basic phone manners with the goal that they learn basic phone skills!

The reason why I would like this is because I made the mistake of sending in a three page commentary and the next thing I knew' I had a Meijer Vice-President calling my home two, four and up to six times a day for over a week. It became like a game to this VP and he refused to stop calling.

Again, he refused my repeated requests to stop calling!

Now I hope that the Rip-Off Report Fans would go easy on me and over-look a little sarcasm' But, I guess the reason why he kept calling was because he could only afford a college degree from Harvard' if he had gone to Yale, he would have figured out that my repeated requests to stop calling were serious!

Please stop calling is a hard concept for Harvard Graduates to understand and utterly impossible for a person who went to a State University!

Do you know what I think would be great?

I think that it would be great if my wife and I could walk into a Meijer store and not encounter a Drunk who has a Firearm sticking out of their back pocket. It should be mentioned that I had no way of telling if the weapon was an Air-Soft pistol but it did appear to be a 9mm Kel-Tec.

Yes this happened just one time!

Both my wife and I agreed that it was best not to make the situation worse by calling the police or saying anything to Meijer employees' why create a panic?

Before the reader writes in with the comment that they would have done this or that... or I should have' please insert dramatic statement' just keep in mind that nothing happened and nobody was hurt and that is all that really counts!

The fact remains that this was a bad situation to be in!

Afterwards, I sent in a letter with the hope that Meijer would pull the Surveillance Video.

If they had taken the time to review the tape they would have seen my wife and I and if my memory is correct, they would have also seen two Meijer employees, one of which was off duty, speaking with a customer.

The customer was not drunk and he did not have a weapon

People make mistakes all of the time' and the question is... what if my wife and I were mistaken about what we saw?

With this in mind I will say that this would have been a good time to pull the tape and taken a look! At the very least a good Manager would have called a general meeting and explain that a customer had written in about a person who was drinking' and who may have had a firearm sticking out of their pocket. That the customer's letter was a little vague and that the video was not very clear' but this was an excellent opportunity to remind employees about company policy.

I guess this is where a Yale education would have come in handy!

Recently, because of privacy concerns, I decided that there was no point in filling out Meijer Customer Surveys anymore and I ran into problems getting off of Meijer's E-mail list!

Meijer's website would not save my preferences so I called customer service.

While speaking with the customer service rep supervisor, I could tell she wasn't listening. So I asked her what my call was about' I ended up explaining four times that I was trying to get the emails stopped. Once she understood this, she told me that she was transferring my call to Meijer's IT department' she made a big deal out of it. I was then assured that I would no longer get Spam from Meijer and that my email address was out of the system!

Just keep in mind that logging into Meijer's website didn't work and calling Meijer Customer Service didnt help!

So while shopping I noticed the local Meijer Store Director and he asked me if he could help me too find anything. I introduced myself and explained the problem.

Now for some odd reason, the Store Director decided to repeat what I said in a very slow condescending manner. He then stated that he knew all about me, that he had read some of my comments and then introduced me to the Meijer Vice President with the words that, 'You remember Jay and his letters don't you the VP was the very same person who made the rude calls to my home over a year ago.

Now the reader should keep in mind that the Meijer Store Director made this verbal assault in front of the Meijer Vice-President I would speculate that professionalism is not a prerequisite for a Meijer managerial position, at least not for Store Directors or VP's.

Before the reader comments on this part, one should ask if the Store Director and Vice-President were able too help?

The short answer is No!

After talking to them, I received a note that not all Meijer E-mail would stop. So I faxed off a letter and mentioned the CAN-Spam Act of 2003. In the letter I wrote:

I thank you in advance for your professionalism and prompt cooperation with this very reasonable request' I take great comfort in knowing that Meijer has made unsubscribing from Meijer's Spam list so easy' all the customer has to do is call and speak with four people at your corporate office' this must be done during a full moon in August and October' Then they have to write letters and speak with Store Directors and VP's and this does not include the E-mails' I am glad to hear that you have not noticed a problem with unsubscribing' I must be in error!

'I then put a Cc at the end for the State Attorney General, Better Business Bureau and Federal Trade Commission.

The very next day Meijer sent me a note that said they wouldn't be sending anymore E-mails!

Is Meijer any better or worse than other stores? No, they aim to be average!

As I wrap this up, it should be kept in mind that this report is based on my experiences and reflects my opinion. I do not expect Meijer to agree. No doubt Meijer will have different viewpoints and perspectives' All I will say is that Customer Service is a dying art and at Meijer it done died a long time ago!

Jay
Newport, Kentucky
U.S.A.

This report was posted on Ripoff Report on 10/10/2007 10:02 AM and is a permanent record located here: http://www.ripoffreport.com/r/Meijer/Grand-Rapids-Michigan-49544/Meijer-Shopping-Adventures-at-Meijer-Cincinnati-Area-Ohio-278173. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

YOU need people skills!

AUTHOR: Tell the truth - (United States of America)

Some people love to complain. They make it their mission to complain about anything. The law of attraction will bring them more and more to complain about. Your rambling complaint proves that you are this person. Make it 8 out of 8 where an employee took the time to explain how you are wrong.

A drunk with a fire arm in their back pocket? Really? You would like to see that not happen however; "this happened just one time." Pull the video for what? Oh ok, there goes someone with a gun. Why did you not call the police? "Both my wife and I agreed that it was best not to make the situation worse by calling the police." What do you expect a non law enforcement person to do? Shows that this is fabricated at best. "Before the reader writes they would have done this or that, no one was hurt and that is all that matters." Are you starting to see how idiotic you sound? Carrying a concealed weapon is allowed with a permit. Did you ask to see their permit? How do you know that it wasn't covered with employees that a psycho customer with nothing better to do in life other than complain might have observed someone under the influence with a weapon? Did you conduct a field sobriety test? You expect the store to put metal detectors at the door and a Breathalyzer to see if they are drunk and carrying a weapon?  GET OVER YOURSELF.

On to people smoking at the gas station. How did you know that the clerk saw them smoking? How do you know that it was an employee? Red polo shirts are worn by a lot of people. Maybe it was a Verizon wireless employee. Maybe it was not even a Meijer employee.

Next, your "three page commentary," if it was anything like your post here and a blob of reading, imagine the headaches to read. The VP calling your house, pick up the phone. Don't send a letter and not expect a call. "Now I hope that the Rip-off report fans would go easy on me and over-look a little sarcasm." I doubt they called 2, 4 and 6 times a day for over a week. They have REAL ISSUES to deal with. Not some psycho customer that finds anything wrong with a good situation.

This site is only a tool for TOOLS, like yourself to vent and ramble about stuff that is minuscule. "No point in doing the customer surveys anymore." Do you realize that management talks to their employees and writes the up for customer complaints? So the college student stocking shelves in the grocery department gets written up because they told you that the store was out of a particular item and you got all worked up as you did in this letter and complained.

To the "former employee" that observed "company memo's" about not losing this customer to "XXXX." Dead wrong! I despise how people get on here and misrepresent the truth. There are no memo's as such. If there were memo's, they would have to be a Store Director to see them because they aren't privy to everyone unless they were being used as a tool to better increase customer satisfaction. If this person was a Store Director, I doubt they would complain on Ripoff report.  

You list a lot of CC's. BBB, Attorney General, FTC. Why not send it to the FBI and the CIA while your at it?

My opinion and not Meijer, Jay, you really should just stop dealing with people. Grow your own goods. I doubt your trailer park would let you though. GET A LIFE!!!!!!!!!!! You are worse that the people that get caught stealing from Meijer and posting a ripoff report. I am done ripping into you!

p.s.

It's MEIJER. Not Meijer's

disclosure...

These are my views as an employee of the company and they do not reflect the views of Meijer.

 

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#2 Consumer Suggestion

MYTHBUSTER

AUTHOR: Samil20 - (U.S.A.)

I only want to reply to your statement about cell phones and gas stations.....cell phones pose no danger, this is a fact. It is a myth (that has been debunked several times) that cell phones may cause a threat at gas stations.

thats all

Sam
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#3 Consumer Comment

This is in response to your response to a report about Sears....

AUTHOR: Former Sears Sales Rep - (U.S.A.)

I read your response to reports related to Sears and you nailed it when stating Sears not only rips off customers, but they rob their employees of earned income.

Sears capitalizes by overcharging its customers for inferior product and service, underpaying installers/contractors, and hitting its sales consultants with anything possible to chip away at their commission for the sale. Sears feeds off its customers, employees and contractors.

See my report # 342824. Not to mention other victims of Sears Home Improvements... reports #314112, #282896, #237261, #239384, #203755, #200896, #187594.
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#4 UPDATE Employee

Gas Station Information

AUTHOR: P71rock - (U.S.A.)

I work at Meijers and just for customers information about the notice that cameras are used at the pump are FALSE!. They only have cameras in the store to watch employees and customers.

*Note: it to may drive offs occur at a store with the same employee shift the employee is fired by the Store director for not getting the customer to pay. No matter if the employee have reported the said drive off to the local authorities.
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#5 UPDATE EX-employee responds

Which group are you in?

AUTHOR: Watagg - (U.S.A.)

Hi Jay

I am filing this rebuttal for Meijer not only as an ex-employee but as someone who has worked in management. I managed 12 stores for a company in western Michigan but not Meijer. When I worked for Meijer, I was there for other four years. I learned a lot of things working for Meijer and I am not ashamed of any of the time I was there.

Meijer is a very good company when it comes to customer service. I have seen this company bend over backwards to keep their guest happy. I have personally meet Fred Meijer a few times and have seen him load bags in guest's cars.

I know problems can happen and a customer can be unhappy. However, there are two kinds of customers that complain. Most fall in the first category, people whom felt that they were personally affected. This group is easy to deal with when it comes to resolving a complaint. The second group is about 5% of complainers. This group mostly complains about things that have no real affect on them. Allow me to elaborate; the first group may complain that they did not receive the full value of a coupon. Often the situation can be resolved by refunding the customer the value of the coupon or doubling the coupon. Both parties are happy and life goes on. The second group may start with the same compliant but will not be happy with the resolution. Maybe they think that the product should free. Usually, after that the second group will start to complain about other things that have no direct effect on them. An example would be, the lights in the store are too bright. This customer group can not be help because no solution will satisfy. This group often uses sarcasm to make them selves seem more intelligent. They also treat people that make less then $10 an hour feel like scum and wonders why no one will help them. All the while people try to help them every step of the way.

I think you fall into the second group. I have read your complaints. I feel that a lot of these complaints are a little over the top. First the gas pump story. I was not there but I would guess one of the following is true. (1) The employee had his back towards the smoker and did not know or (2) they were more then 6 feet from a pump. It is hard to ignite gasoline with a cigarette alone. People lighting cigarettes at the pump is what starts fires. As for the cell phone part, it has been proven that cell phone do not start fires at gas pumps. People getting in and out of there cars causes static electricity from their seats. That spark is the cause of most fires at pumps. I can see why the corporate office did not see a need to send out a memo to share your concerns.

As for the V.P., Meijer takes repeat complaints very seriously. The V.P. was only trying to help you. You invited him to call you when you wrote the letter and gave your phone number. If you give your phone number, that means you want someone to call you.

Next, the gun story, I guess I am confused on what you expect the company to do. Meijer is not the police. It is not their responsibility to investigate. Like you said, nothing happened and nobody was hurt and that is all that really counts! If there was no problem, what is the problem? Have people been shot in this store before? Were you shot that day? The employees are not people with IQs of 40. If it were a real threat, the store would have called the police.

Now on to the E-mail list. This one maybe a legitimate complaint, though I am not sure. Given your past complaints I would believe you had problems getting off the list, but I am not convinced they were rude to you. As for the Store Director and the V.P., at this point I don't blame them for knowing who you are and not really wanting to help you. One no matter what they do, you will not be happy. You have made that very clear at this point. Second, they have nothing to do with the website. I understand it is the same company, but it is a BIG company. It is not like this VP and Store Director sit on a computer and keep reentering your email address just to ruin your day.

In closing, I think that you need to relax and worry about things that you can change. Does it really matter if Meijer sends out memos or has meetings to address each and every one of your concerns? In your whole story you only had one thing that truly effected you, the email list. I don't think Meijer is a bad company. They may have 8 complaints on this site but they have over 200 stores and have been in business for over 70 years. They must being doing something right if people still shop there.
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#6 UPDATE EX-employee responds

Just a little background info for you

AUTHOR: Freeze9549 - (U.S.A.)

Hi Jay-

First of all, very nice article. You do make several valid observations about the sinking ship known as Meijer. After working there for over four years I became very sick of the company and have no problem sharing what I learned in that time to help out the customer. With that said I'd like to comment on your article.

Just a quick note before I start, I'm surprized you didn't say that an employee was smoking...which I've seen happen before.

When you ever have an issue with Meijer, one of two things will happen:
A: Your problem will be not seen as a major issue and thus will be ignored.
B: Meijer management will do "whatever it takes" to ensure you remain a loyal customer.

In my time with Meijer, I have seen a both from A and B. We would constantly give out discounted or free product in order to prevent the customer from going elsewhere. For example, one customer received about $400 worth of free photo processing because her flash card was slowing down our systems and our Store Director didn't want her to go to Walgreens (internal company memos will actually state "we will not lose this customer to XXXXX" F.Y.I.).

Yet when people complained about the long checkout lines, nothing would be done about it. I'm guessing the VP was trying to win you back and somehow got it in his head that doing "whatever it takes" involved ignoring your simple request to stop calling. As a company, Meijer can act pretty desperate at times.

Now my take on the gun situation. Here's a little information about Meijer security for you. Prior to 2004, a store would have about 15-20 uniformed and undercover Loss Prevention team members. When the company went through their 2nd restructuring in 2004, this was cut to about 3-5 undercover LP team members. This would lead to several times when there was no store security on duty. I would constantly hear these team members not worrying about what's on the surveillance tapes because it wasn't worth their trouble. I'm glad no one was hurt and nothing happened. I always used to say "If you need a gun to rob a Meijer, you're trying too hard."

As for your comment about professionalism and the lack thereof, you are right on the money. I've witnessed store management verbaly abuse employees and make inappropriate comments about customers. One store director ignored a team members plea for help when she was being sexually harrased (his response was he was sure the guys were just kidding and wasn't going to do anything about it). Another store director would constantly talk about an employee as they were standing there, as if they wern't there.

Talk about unprofessionalism! And yes, there are some managers who do a great job with customer service. Where are they you ask? Always the victims of another Meijer restructuring. And these restructurings with Meijer are never about losing money. The last one in August in which 500 managers lost their jobs was considered neccesary "in order to offer customers more flat screened TV's and fine wines". True story too.

If I were to disagree with anything you said, it would be that Meijer doesn't want to be average. Meijer wants to be at the top and defeat Wal-Mart. But they have no clue how to get there. And I for one know that mass layoffs and sacrafising customer service isn't the way to do it.

Am I defending Meijer in any way? No, of course not. I'm simply trying to point out their flawed logic. I almost lost my ability to walk because of this company and there is no way I would defend it. Do I believe the customer is wrong? In most cases no. In your case Jay, Meijer wronged you. I haven't worked there in about a year and I feel bad about what they put you through. In fact I'll come right out and say it, I apoligize on behalf of Meijer as an ex-employee and am sorry that upper management doesn't know any better to do so.

I hope this information helps you, if anything, it helps you choose whether or not to take your business elsewhere.
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