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Tony's Market

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Oh no!  I am so sorry, and feel terrible our guest had such a bad experience and has lost confidence in us!Over the last few days we did an investigation and I worked with the Store Manager at the Dry Creek Market and our HR department, here are our findings…This problem and any other similar...

problems, have to do with counter clerks not paying close enough attention to their work.  We are taking this ‘lack of presence’ in staff very seriously.  This particular case involved the accidental swapping of labels from two different products and it’s quite possible the ham got the Chicken Breast pricing.  It seems clear that a mistake this blatant and obviously a lack of attention and care by one or more of my team members.  I am very sorry and we’re determined to learn from this.This is our action plan:  1) The staff involved has been spoken to and given clear direction and retraining.  If clerks don’t take it seriously and verify each label matches the product exactly before affixing, they will be looking for another job.  2) We are adding this issue to our training program for all new staff to avert future mistakes.  3) We are currently reviewing all staff to discern which people need more training and which might not be right for our company.  4)  All counter clerks at all locations will receive the same direction, training and follow up.  5)  HR is starting new method for documenting and forwarding customer complaints and comments so the correct managers get a clear report of problems in a more timely manner.I am very sorry to hear that [redacted] believes we have done this intentionally, but I can understand the reaction if she has seen this problem more than once.  I hope she will accept my sincere personal apologies and assurance that this was not intentional.  We would we never lower our business ethics or participate in a criminal activity.  We were raised to do the right thing, put our guests first and to work tirelessly to thrill our guests with every visit.  We price and ring thousands of packages every day in our four markets so there are bound to be occasional mistakes, but this is clearly way too many of the same mistake at the same location.  It will be quickly and firmly addressed!In closing I just want to say this is my families company (Tony is my dad) and we’re in our third generation of R[redacted]’s running the business we started in 1978.  We’ve worked incredibly hard as a family and a team to build our good reputation for 40 years now, almost my entire working career.  We value and take pride in maintaining exemplary business ethics and will continue to do so.  We plan to use this problem as a learning tool for the entire staff to the benefit of our guests and to protect our hard earned reputation.  Again my sincere apologies.  Chef Michaelangelo (mick) R[redacted], VP and family co-owner, Tony’s Markets.   Tell us why here...

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Address: 4381 Washington St, Roslindale, Massachusetts, United States, 02131-3455

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citycentermotel.net

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