Friday, November 16, 2007

Reply from Giant Food - Dissatisfaction

Thank you for your email.

I am sorry to hear that you continue to be dissatisfied with Giant because we are discontinuing products that you regularly buy. I know that our customer care representative and store manager have provided you with the explanation of what we are doing and I understand that you do not find this approach works for your shopping needs.

I want to assure you that your comments have been shared with our merchandisers and management so they will know that you would prefer having a wider variety of products to having lower every day prices.

Thank you again for sending us your feedback.

Sincerely,

Eileen Katz
Manager, Consumer Affairs

Posted 11/16/2007

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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.