My Experience at Frys Food. This is the actual email I sent to the CEO of Kroger and Frys Food
I am writing to you to share the disappointing experiences I had with your company today. I have shopped at Fry's Food store #124 for well over one year and I've never had an experience quite like I had today. I attempted to purchase alcohol at the location and when the clerk checked my ID, she then proceeded to record the information from my driver's license to include my drivers license number and also asked me to sign a form. I am well above the minimum legal age to purchase alcohol and have never in over 15 years of being of legal age to purchase alcohol have never had anyone record my drivers license number or require a signature to make a purchase of such items.
I objected to having my information recorded and signing to make the purchase and requested a manager's assistance. The front end manager was called and she advised me that it is the store policy to record driver's license numbers and require signatures for alcohol purchases due to the store's proximity to Arizona State University. I found this to be ridiculous, as I purchase alcohol at this location at least once per week and with the amount of alcohol for sale at this store, it is unseemly that they would require and actually do this for all alcohol purchases. I then asked for the store manager's (Joe employed since 1982) assistance and he did come over. He dismissed my concerns as store policy and told me that if I don't like it then I don't have to make the purchase. I reminded Joe that I am a regular customer and invited him to run my club card to see the business I do with the company. He said that it doesn't matter how much money I spend and that they need to record the information for their records.
I advised him that I did not want to make the purchase and asked that they remove my information from their log. Mind you, I had no objection to presenting my ID, as I understand that this is the law and the employees are doing their job. My objection was having my drivers license number recorded in their log, as it is not necessary to record my personal information in this manner and recording driver's license numbers is not required by merchants under Arizona law. I am very disappointed at the dismissive treatment I received from the store's management.
I then proceeded to contact Fry's customer service at 800-576-4377 and spoke with "Karie" a "specialist. I asked Karie for the both of your email addresses. She advised that she has a complaint form and offered to take the complaint from me. I advised her that I want my complaint to be made directly to Jon Flora and again requested his email address. I then asked for Karie's supervisor, whom she said is named "Tara". I asked for Tara's last name for my records and she refused to provide it. I then asked if she could transfer me to Tara and she told me she was not avialable. I then asked to be transferred to any supervisor and she told me that none were available. I then asked for Tara's email address, so I could address my concerns directly with her and she refused to provide the information, then disconnceted the call.
I then called the Fry's office at 623-936-2100. The receptionist advised that everyone had gone home for the day and she offered to transfer me to Kroger customer service, which she did. The receptionist at the Fry's office was courteous and helpful. Upon being transferred to Kroger customer service I spoke with "Howard Thomas". I asked for his supervisor and he asked me why I wanted to speak with the supervisor. I advised him that I wanted to speak with the supervisor about my experience at the store and on the Fry's customer service line. Apparently, this was not a sufficient answer for Howard, as he refused to not only transfer me to a supervisor, he also refused to provide the supervisor's contact information and also refused to provide the supervisor's name, and he also disconnected the call.
My experience with your company today has been very disappointing to say the least. My Fry's card number is *redacted*. At this point, I will seriously consider shopping at the Wal-Mart directly across the street from this Fry's location. It is almost unfathomable that your employees and managers would treat a customer like a child and common criminal. I will await your response, and hopefully I do not have to seek out local media to expose this poor service and treatment. I will also consult an attorney to see if my privacy has been violated by recording my drivers license number. I will be glad to discuss this situation with you further. You may reach me via telephone at *redacted* or reply to this email. Your concern and attention to this matter will be greatly appreciated and hopefully you will assist in repairing my relationship with your company as a customer, as it has been severly damaged at this point.
Thank you for your time and attention to this matter.
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