Wednesday, April 11, 2001

Reply from Giant Food - Out of stock items

Thank you for again contacting us concerning your Marlow Heights Giant.

Your comments greatly concern us and I am sorry you have become disappointed with this store recently. Please accept our apologies for any inconvenience you've been caused because sale items have not been in stock. The issue of out of stocks is of the utmost concern to us and there are a number of new initiatives underway in our stores and warehouse which should improve our stock conditions.

I am also sorry there were no paper bags available when you were shopping recently. After receiving your note, I contacted your store manager who will follow up to ensure that there are plenty of paper bags available in the future. He will also review ordering procedures with the appropriate department managers to ensure both regular items and sale items remain in stock. We certainly want to make every effort to ensure that your future experiences at this store will be more satisfactory.

Thanks, again, for contacting us. We appreciate hearing from you.

Sincerely,

Maria Lutman
Consumer Affairs Specialist
Ref: 37878

Posted 4/11/2001

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Selected links about Giant Food

Wikipedia's history of Giant Food Includes the following statement about the once successful culture Giant has abandoned:
There were several reasons for Giant's market domination during Danzansky's 13-year tenure as president. First and most important were the principles laid down by founder N.M. Cohen. Companies often have paper principles but Cohen enforced them. The first principle was uncompromising quality. In the upscale Washington Metro Area, this was a competitive advantage Giant's competitors were slow to emulate until the advent of Whole Foods Market many years later. The second principle was value. Cohen believed that shoppers wouldn't mind paying a bit more if they got their money's worth in consistent quality. The third principle was service. Cohen was rarely in his office. He tirelessly spent his days dropping in unannounced at his store and making sure that every customer was treated as a welcome friend. He would be known to bawl out an employee for refusing to give a customer a refund for a spoiled competitor's product.