Friday, May 2, 2008

Reply from Giant Consumer Affairs

Thank you for taking the time to contact us about your experiences at your Marlow Heights Giant.

I am sorry to hear that your store was sold out of the advertised McCormick Sea Salt Grinders. I know how important it is to have the products available for sale and apologize for any inconvenience this caused you. I assure you we share your concern as our goal is to be in stock on sale items at all times.

I have contacted your store manager, Patsy, who was equally concerned. She informed me that an order has been placed and the McCormick Sea Salt Grinders should be in the store on May 8th. Although this will be beyond the advertised sale date, if you do not currently have a rain check, we will gladly honor the price. You can ask for Patsy, who will be more than happy to assist you. We certainly want to make every effort to ensure that we have enough sale items in stock to meet demand in the future.

We also appreciate your concern about the full circular being removed from the Sunday Washington Post in your area and returned to the Wednesday newspaper. We apologize for any inconvenience this may cause you. Since our ad breaks on Friday, more customers told us they prefer to receive the full circular on Wednesday to give them time to plan their shopping. Unfortunately, it was not economically feasible to continue to have our circular in both the Wednesday paper and also the Sunday paper. For customers who are Sunday only subscribers or non subscribers, we are glad to put them our private mailing list to receive our circular in the mail each week, no later than Thursday. I have taken the liberty of adding you to our mailing list as we want you to continue to receive our circular.

We will follow-up with the store to ensure that the Purina Naturally Complete Dog Food is in date and that any out of date product is removed immediately. I have also let our buyers know of your preference for the Banquet Spaghetti and the Stouffers Tuna Noodle Casserole. Thanks, again, for your helpful and constructive feedback. We appreciate hearing from you and look forward to your continued patronage.

Sincerely,

James Weldon
Customer Care Representative
Ref: 483734

Posted 5/02/2008

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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.