Bend Grocery Outlet

Complaint: [redacted] I am rejecting this response because: What the owners are stating is not entirely trueThere were no other employees "at the scene," Only a male employee who stated to us that it was his fault for the cart running into our carNo other customers or employees were around at the timeClearly, the owners were not there as we tried to resolve the issue promptlyThe male worker notified a manager who did not see the occurrence at allWhen the owners stated they would call us the next day, Monday, 2/26/18, they in fact did not call usI ended up calling them ONE timeThey said they needed more time to investigate, and they would have an answer that WednesdayI waited until Wednesday and went into the store, personally, to talk about the issueThe Owner clearly did not have his information together as he had promised he wouldHe refused to even talk to me in person and completely avoided meThe next day, Thursday, 3/1/18, his wife called to say it wasn't their problem and talked to me in the most rude manner I have ever experiencedHence, the reason for the customer service complaintFurthermore, they could not handle that I did not like the way they treated me and that is why I made it publicThey refuse to apologize for their behavior of the way they treated a once loyal customer of their businessThey also refuse to work with us to resolve the issue promptly and in a friendly mannerThe complaint is not so much about the car, as it is the way the owners carry themselves, and how they treat customers who have an issue at hand with something that happened at their place of businessThe intention of the complaint is to let it be known that it is NOT okay to treat me the way the owners of Grocery outlet, Bill and Elizabeth M***, treated meThe way they handled the situation at hand was unprofessional, lacked integrity to the fullest capacity, and was very inconsiderate and very rudeCustomer service should be friendly, supportive, and somewhat caringAll of these qualities of which the owners did not display whatsoever.Thank you,? [redacted] ***

To Whom It May Concern, There was another employee on their break outside smoking, wearing a jacket. To the eye she would not appear as an employee. The customer was in a car, driving in the parking lot, and waiting for the employee to move the carts. The customer contacted the store on her own after the fact because she said "I did not want the employee to get in trouble, because it was not his fault". We have nothing else to say on the matter. We do not accept liability as insurance deems situations like this "Rogue Carts". At this time we recommend as initially stated that you file an insurance claimThey will contact me, and collect all the details. This is a routine claim that any other person would have filed by now. Also, if you actually filed a police report as you initially stated they would have contacted me by now. It is a mandatory duty for an officer to follow up after a report has been filed. Therefore I do not believe you actually filed a report as you claimed, and if you lied about a police report what other actions and allegations are you not being truthful about? I do not believe *** and I will see eye to eye on the matter. It is a matter of her words vs other individuals; employee's and a non bias 3rd party. Please have your insurance contact us if you are unhappy with our response. Billy

To Whom It May Concern: We are aware of the incident that occurred in the parking lot at our establishment on 2/25/18, involving *** ***. As a business owner we know there are multiple sides to every story; Side A, side B, and the truth. We completed a thorough
internal investigation to find out the sequence of events and compared them with *** ***' allegations. After interviewing employees’, whom were both present at the scene, and a non-bias customer, we found contradicting stories compared to ***'s. *** claims our employee pushed carts into her vehicle. Both employees and the customer claim it was a rouge cart taken by the wind that damaged her vehicle. During our investigation *** called multiple times a day, even after we requested she give us time to speak with the employees as they were off the following day. We informed her we would return her call once we completed all due processes and finished our investigation. We completed our investigation on 3/1/and then called *** to inform her of our findings. In accordance with insurance guidelines, establishments are not liable for rogue grocery carts in the parking lot. We recommended she file a claim with her insurance carrier if she was unhappy with our investigation as filing a comprehensive claim would not affect her future premiums unless multiple claims had been reported in the past Please feel free to email or call with any further questions. Sincerely, Billy M*** Owner / Operator Bend Grocery Outlet *** ** *** *** *** ** *** *** ***

To Whom It May Concern, There was another employee on their break outside smoking, wearing a jacket. To the eye she would not appear as an employee. The customer was in a car, driving in the parking lot, and waiting for the employee to move the carts. The customer contacted the store on her own after the fact because she said "I did not want the employee to get in trouble, because it was not his fault". We have nothing else to say on the matter. We do not accept liability as insurance deems situations like this "Rogue Carts". At this time we recommend as initially stated that you file an insurance claimThey will contact me, and collect all the details. This is a routine claim that any other person would have filed by now. Also, if you actually filed a police report as you initially stated they would have contacted me by now. It is a mandatory duty for an officer to follow up after a report has been filed. Therefore I do not believe you actually filed a report as you claimed, and if you lied about a police report what other actions and allegations are you not being truthful about? I do not believe *** and I will see eye to eye on the matter. It is a matter of her words vs other individuals; employee's and a non bias 3rd party. Please have your insurance contact us if you are unhappy with our response. Billy

Complaint: ***
I am rejecting this response because: the owner is a selfish, arrogant, and immoral beingI am NOT pretending or lyingThe police report was filed, I spoke with the officer several times, they will be asking for proof, and my insurance will once again, be contacting youNo action can be taken until this Wednesday when the car has been repaired and the bill will be sent to youThe insurance will have to subrogate the issue since you refuse to accept liabilityThese things take time,but that is something you wouldn't understand since you demand the world at your feetOn a separate note, I never stated that it wasn't the employee's faultI have completed police reports, an insurance claim, and everything else I said I didYou need to post signs stating that any damage done by property that belongs to your store is not your responsibility (Like they do at Fred Meyer's)I wish to no longer speak to you, and I will continue to spread my story about the horrible customer experience you continue to giveThe issue will be worked out with the insurance and the owners of Grocery OutletThe issue has not been resolved at this point, but I hope will be soon so everyone can move on.
Sincerely,
*** ***

To Whom It May Concern: We are aware of the incident that occurred in the parking lot at our establishment on 2/25/18, involving *** ***. As a business owner we know there are multiple sides to every story; Side A, side B, and the truth. We completed a thorough
internal investigation to find out the sequence of events and compared them with *** ***' allegations. After interviewing employees’, whom were both present at the scene, and a non-bias customer, we found contradicting stories compared to ***'s. *** claims our employee pushed carts into her vehicle. Both employees and the customer claim it was a rouge cart taken by the wind that damaged her vehicle. During our investigation *** called multiple times a day, even after we requested she give us time to speak with the employees as they were off the following day. We informed her we would return her call once we completed all due processes and finished our investigation. We completed our investigation on 3/1/and then called *** to inform her of our findings. In accordance with insurance guidelines, establishments are not liable for rogue grocery carts in the parking lot. We recommended she file a claim with her insurance carrier if she was unhappy with our investigation as filing a comprehensive claim would not affect her future premiums unless multiple claims had been reported in the past Please feel free to email or call with any further questions. Sincerely, Billy M*** Owner / Operator Bend Grocery Outlet *** ** *** *** *** ** *** *** ***

Complaint: ***
I am rejecting this response because:
What the owners are stating is not entirely trueThere were no other employees "at the scene," Only a male employee who stated to us that it was his fault for the cart running into our carNo other customers or employees were around at the timeClearly, the owners were not there as we tried to resolve the issue promptlyThe male worker notified a manager who did not see the occurrence at allWhen the owners stated they would call us the next day, Monday, 2/26/18, they in fact did not call usI ended up calling them ONE timeThey said they needed more time to investigate, and they would have an answer that WednesdayI waited until Wednesday and went into the store, personally, to talk about the issueThe Owner clearly did not have his information together as he had promised he wouldHe refused to even talk to me in person and completely avoided meThe next day, Thursday, 3/1/18, his wife called to say it wasn't their problem and talked to me in the most rude manner I have ever experiencedHence, the reason for the customer service complaintFurthermore, they could not handle that I did not like the way they treated me and that is why I made it publicThey refuse to apologize for their behavior of the way they treated a once loyal customer of their businessThey also refuse to work with us to resolve the issue promptly and in a friendly mannerThe complaint is not so much about the car, as it is the way the owners carry themselves, and how they treat customers who have an issue at hand with something that happened at their place of businessThe intention of the complaint is to let it be known that it is NOT okay to treat me the way the owners of Grocery outlet, Bill and Elizabeth M***, treated meThe way they handled the situation at hand was unprofessional, lacked integrity to the fullest capacity, and was very inconsiderate and very rudeCustomer service should be friendly, supportive, and somewhat caringAll of these qualities of which the owners did not display whatsoever.Thank you,
*** ***

Complaint: ***
I am rejecting this response because:
What the owners are stating is not entirely trueThere were no other employees "at the scene," Only a male employee who stated to us that it was his fault for the cart running into our carNo other customers or employees were around at the timeClearly, the owners were not there as we tried to resolve the issue promptlyThe male worker notified a manager who did not see the occurrence at allWhen the owners stated they would call us the next day, Monday, 2/26/18, they in fact did not call usI ended up calling them ONE timeThey said they needed more time to investigate, and they would have an answer that WednesdayI waited until Wednesday and went into the store, personally, to talk about the issueThe Owner clearly did not have his information together as he had promised he wouldHe refused to even talk to me in person and completely avoided meThe next day, Thursday, 3/1/18, his wife called to say it wasn't their problem and talked to me in the most rude manner I have ever experiencedHence, the reason for the customer service complaintFurthermore, they could not handle that I did not like the way they treated me and that is why I made it publicThey refuse to apologize for their behavior of the way they treated a once loyal customer of their businessThey also refuse to work with us to resolve the issue promptly and in a friendly mannerThe complaint is not so much about the car, as it is the way the owners carry themselves, and how they treat customers who have an issue at hand with something that happened at their place of businessThe intention of the complaint is to let it be known that it is NOT okay to treat me the way the owners of Grocery outlet, Bill and Elizabeth M***, treated meThe way they handled the situation at hand was unprofessional, lacked integrity to the fullest capacity, and was very inconsiderate and very rudeCustomer service should be friendly, supportive, and somewhat caringAll of these qualities of which the owners did not display whatsoever.Thank you,?
*** ***

Complaint: [redacted]
I am rejecting this response because: the owner is a selfish, arrogant, and immoral being. I am NOT pretending or lying. The police report was filed, I spoke with the officer several times, they will be asking for proof, and my insurance will once again, be contacting you. No action can be taken until this Wednesday when the car has been repaired and the bill will be sent to you. The insurance will have to subrogate the issue since you refuse to accept liability. These things take time,but that is something you wouldn't understand since you demand the world at your feet. On a separate note, I never stated that it wasn't the employee's fault. I have completed police reports, an insurance claim, and everything else I said I did. You need to post signs stating that any damage done by property that belongs to your store is not your responsibility (Like they do at Fred Meyer's). I wish to no longer speak to you, and I will continue to spread my story about the horrible customer experience you continue to give. The issue will be worked out with the insurance and the owners of Grocery Outlet. The issue has not been resolved at this point, but I hope will be soon so everyone can move on. 
Sincerely,
[redacted]