Sonia Rico sent a message to Barbara Rentler - Chief Executive Officer of Ross Stores - Email Address that said:
Dear Ms. Rentler,
On Wednesday (06/7/2017) I visited your store number 1193 and had a very unpleasant experience. I was 4th in line to pay and there were 2 customers in the return lane and only 1 cashier. I asked the cashier if there was another cashier that could come and help. I had already seen Daniel talking to her and saying he was going to do buybacks even though he could clearly see the line. I then asked if I could speak to the manager as he obviously heard me and made no attempt to come to the register. Once Daniel heard me ask for manager he then opens a register. The young lady at the other register had to speak twice to the manager as he did not want to come up. I had seen him working in the junior section scanning the clothes, I did not know he was the Store Manager. When he finally decides to make his way to the front I informed him how Daniel was hesistant to open a register even though he could see there was a line and how he needed to be more proactive. His response was to snort, laugh and walk away. This was Neil Gaines your Store Manager. I believe this was extremely poor customer service and very upsetting. I am a loyal Ross customer and am deeply disappointed at how he handled the situation. I was not ugly, loud or rude I just felt we deserve quicker service. Daniel couldve helped bring the line down and continue with his other duties. An apology would of gone a long way but a snort and laughter and then his sarcasm when I told him I was going to put in a complaint was just unacceptable. How can he expect to have his employees provide excellent customer service when he himself lacks it.
Thank you for your attention to my email.
