Nick's of Calvert

Review: me and my daughter went grocery shopping she went to different cashiers she was told that the ebt machine was broken she doesnt have an ebt card she felt hurt that she was told and not the white people behind her when she told me this I asked for manager told him quietly what happened and he yelled at me and said no this dont happen here and said he did not want to hear this and this conversation was over I told him no its not and he told me to get out and nevern come backDesired Settlement: this manager needs to be fired

Business

Response:

**. [redacted],

As a small, family-run business, we take great pride in the fact that over the past 60 years my family has built our business predicated on providing the utmost level of customer service, while providing the highest quality product. Our business, as well as the [redacted] family is instituted on only the strongest ethics and morals. Our business has never deviated from these principles, and we will never allow or tolerate any behavior that does not live up to these standards.

On October 12, 2013 there was a nationwide EBT (food stamps) failure due to a technical issue during routine maintenance. Unfortunately, the situation was out of our control, but was creating major delays and complications at check out. Our managers instructed our cashiers to explain the technical issue to every customer that came through check out as a courtesy to each individual. One of our managers received the complaint from the customer. The customer stated that her daughter came through check out and was let know of the technical issue, but the white customer before and behind her was never explained the same information. Our manager briefly explained the extenuating issues in which we were experiencing and made very clear that it was never our intention to single out any individual. The customer relentlessly continued on questioning until our manager explained that our business is not founded on these types of principles, and that we would not entertain a conversation of this manner. Our manager did then ask the customer to leave the premises. Once the customer was directly outside of our store front, she became loud, aggressive, and threatening. At that point, a [redacted] County police officer had calmly tried to explain the situation.

Later that evening we received a phone call from a family member of the customer stating that there would be charges brought against the store, the management, the cashier, and the police officer for “blatant racism” exhibited towards her family. Even later that evening an extremely defamatory comment (see attached) was posted on Nick’s of Calvert’s Facebook page as well as on Google review online.

On Sunday. 13th we made a phone call to the customer. We reiterated that it was by no means our intention to offend anyone; we apologized to the customer and her daughter and explained that we did not intend to insult or single anyone out. We explained that we are very disappointed that we were being accused of these false allegations. Before the customer hung up, she stated that “this was not over by a long shot.”

We have conducted an extremely thorough and intensive investigation regarding this complaint. After questioning the cashier at the focal point of this matter, she was in tears at the thought that another individual would accuse her of discrimination. She was steadfast that she made every customer aware of the EBT failure. Furthermore, we have gathered sufficient evidence that shows the customers daughter was not even in the checkout line with any other customers were being rung up by the cashier. In fact, it would have been impossible for her to even hear either of the conversations that took place. With this being said, we have gathered all information relevant to the matter and hold firm that these accusations are unsubstantiated.

Although we strive for perfection, we do not always attain this goal. We apologize if the customer took offense to a misconception, and would keep an open mind to a meeting in order to iron out any other misinterpretations that she may have. However, I believe in our company, our employees, and the quality of service and product that we provide to our customers. Please feel free to contact me or have the customer contact me directly at any time with any questions or concerns.

Sincerely,

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