Giant-Landover Rolling Out Remodels This Week

Giant-Landover Rolling Out Remodels This Week
Progressive Grocer

Giant-Landover Rolling Out Remodels This Week

May 7, 2008

Giant Food, LLC has completed multimillion-dollar renovations to its stores in Bethesda, Md.; Clarksville, Md.; Largo, Md.; Rehoboth, Md.; Columbia, Md.; and Warrenton, Va. The stores, which range in size from 58,000 to 65,000 square feet and boast improved produce and perishable departments, will all have their grand
openings May 9.

The renovations are part of the Ahold banner's three-year Project Refresh investment plan to remodel or replace about 100 Giant Food stores, according to Giant Food e.v.p. and g.m. Robin Michel in a statement.

Giant Food spokesman Jamie Miller told Progressive Grocer that the six stores are the first to be remodeled under the program, which Ahold first revealed in October 2007. Construction on the locations began in February, he added.

The remodeled locations additionally boast new interior decor, including new store signage, and larger food and pharmacy departments, as well as a new convenience meal area, where shoppers can pick up sandwiches, salads, and sushi, and a bigger selection of natural foods, including Giant's Nature's Promise items.

In the course of the remodels, Starbucks units have been added to the Bethesda, Columbia, and Warrenton stores.

Also new to the stores are technologies such as "Easy Shop," which permits shoppers to scan and bag their groceries as they shop, then pay and go, and "Deli Vision," a kiosk at which customers can place deli orders, then pick them up when they've finished shopping.

"Our...customers will find that their Giant has a brighter, fresher new look along with numerous improvements that will simplify their lives," noted Giant Food.

A total of about 90 new jobs have been created at the remodeled stores.

Landover, Md.-based Giant Food operates 184 supermarkets in Virginia, Maryland, Delaware, and the District of Columbia, and employs about 21,000 associates. Included within the 184 stores are 165 full-service pharmacies

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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

Giant brags about website

Giant Food Stores Sees Website Traffic Increase 400% Because of a ''Super Shopping List''
Business Wire, 1 May 2008
contact: Aalbin Andolshek, Grocery Shopping Network

Unavailable and outdated items

Giant Food, Marlow Heights, 1 May 2008, 10:00 am

McCormick Sea Salt Grinder:

As I told you l several days ago, you advertised the McCormick Sea Alt Grinder as being on sale back in early March. The store has has a shelf label saying it is on sale through May 8 ever since. Bur for 8 consecutive weeks, the product has not been on the shelf. Are you waiting for the sale to end before you restock?

Purina Naturally Complete dog food:

We buy the 56 oz. size of this regularly. Today there was only one bag on the shelf. It had a DEC 2007 expiration date. It is now May 2008, why do you still have a product on the shelf months after the expiration date? When will you restock with non-expired bags?

Stouffer's Entrees, 4 for $10.

We wanted the Tuna Noodle Casserole, but could not find it in the freezer. Have you stopped selling it?

Banquet Meals, 10 for $10.

I really like the Banquet Spaghetti and think it tastes better than the competing, more expensive Stouffer's product. You apparently don't carry it.

These last two items show why we have stopped shopping exclusively at Giant and keep increasing our business at Giant's competitors. I know from your previous replies that keeping our loyalty and business is not a high priority for Ahold. Until now, I have generally limited my comments about Giant's decline to you and my family. Now, with the recent publicity about Giant's reduced selections, seems to be a good time to start blogging about my experiences--maybe I'll find others who feel they have been deserted by Giant.

Blogger reports her Giant treats couponers like criminals

My Giant treats couponers like criminals - so today I got fed up
A Full Cup; Savings by the Cup Full, 27 Apr 2008, 8:19 am
by mindyloo
Report on Giant Food #337, Baltimore, MD.

Giant Food Stores to Offer Less Selection

Giant Food hopes less means more
Examiner, 27 Apr 2008
by Liz Farmer, AP
(includes a few customer comments)

Giant chain pares least-sold items
Times, 27 Apr 2008
by Liz Farmer, AP

Giant Food Stores to Offer Less Selection
dcist, 28 Apr 2008
by Sommer Mathis
(includes many customer comments)

Giant Food to Narrow Selection to Make Room for Best Sellers
ABC 7 News, 27 Apr 2008
(includes a few customer comments)

Giant discontinues products to stay competitive
WTOP News, 28 Apr 2008
by Liz Farmer
(includes many consumer comments)

Important News from Giant about your weekly circular

Re: Important News from Giant about your weekly circular.

Once again you are trying to drive me away.

I read the Sunday Washington Post--that is where I obtain your circular every week.

I do not subscribe to or purchase the Wednesday Washington Post.

I do subscribe to the Washington Times, but you don't advertise in the Times.

So, you refuse to advertise in the Washington paper I read, but want me to go buy a different paper I don't want.

You claim that "We look forward to serving all your shopping needs."

This change does NOT serve my needs.

Sale item unavailable - week after week

Marlow Heights; 23 Apr 2008, 10:00 AM

Back about March 9, your weekly circular for the Marlow Heights store advertised McCormick Sea Salt Grinders at 2 for $4.00.

There was and is a label on the shelf saying that the sale price is good until May 8.

But you have never had the produce on the shelf during the sale period. Some days the slot for it is vacant. Other times there is some other McCormick product in the spot with the Sea Salt label.

Will this item ever be in stock before the sale is over?

Or are you waiting for the sale to be over so that you won't ever have to sell it at the advertised price?

History

Well, I know you probably don't want to hear any more from me, but I thought it might be useful for both of us if I quantified how Giant's share of our grocery dollar has shrunk in recent years.

For almost 40 years, Giant received over 99 cents out of every dollar we spent on groceries. Just a few years ago, that was an average of over $100 a week.

This past week, Giant's share was just under 60 cents out of a dollar--$64.19 out of $107.57.

The other $43.38 went to Shoppers Food Warehouse. The vast majority of items we bought at Shoppers are things we could not buy at Giant. Items once sold at your Marlow Heights store, but discontinued there within the past few years.

When I wrote and complained the last few times, I had not added up the numbers and did not realize just how bad the situation has become--how much Giant has cut back.

It now appears that Shoppers is likely to stock a significantly higher percentage of what we buy than Giant. Even though Giant's Marlow Heights store is more convenient than the nearest Shoppers, it would seem to make more sense to start at Shoppers and only go to Giant for items Shoppers may not have, if any.

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

Reduced selection

Marlow Heights, 15 Nov 2007, 10:15 am

Since Giant advertised Marie Callender's dinners as being on sale, I had planned to stock up today on one of my favorites; the 16.5 oz. Creamy Parmesan Chicken Pot Pie.

Your Marlow Heights store didn't have any. In fact, there was no place for them in the freezer section even though they were there just a couple of weeks ago.

Also, my wife very much likes Bob Evans Bacon and Potatoes Brunch Bowls. Since she had a coupon, she was going to buy a couple today. But we couldn't find any, or any space for them, either where where they were last week, or where similar products seem to be this week.

Last week the frozen food department was being reorganized.

Did you take away these items we buy as part of that reorganization?

What's next? Will you keep on discontinuing items until there is nothing left in the store we want to buy?

You will not keep our business by lowering prices on items we don't buy, and getting rid of items we do want.

As I've mentioned before, and told one of your representatives recently, we have shopped at this store for 42 years.

Until the last few years, Giant got over 99% of our grocery dollar. That is no longer the case.

A few years ago we were spending over $100 per week on average at this store. Recently that has dropped to roughly $50-$60 a week.

Giant seems to be determined to drive their share of our grocery dollar down, down, down. I don't know whose business Giant or Ahold wants, but they certainly don't seem to want all, or even a majority, of our business anymore. From our viewpoint, Giant's declining market share seems to be self-inflicted and well-deserved. And that is a shame.

Giant and your Marlow Heights store keep going downhill!

Marlow Heights, 24 Oct 2007

Giant and your Marlow Heights store keep going downhill!

Marlow Heights circular falsely claims you have bagged frozen Green Giant vegetables, 10 for $10. Sign on door says not the advertised vegetables are not available at Marlow Heights.

Marlow Heights circular says Pepsodent toothpast, 2 for $1. Store doesn't have any.

Asked about Formula 409 cleaner. "Not carried in this store."

I could list several other items I would have purchased if you actually still offered them for sale.

I talked to the manager. He said call the central office and gave me a phone number. I dialed that number at 9:35 am--and gave up after a dozen rings without an answer.

I've been shopping at this Giant for over 42 years--exclusively at this Giant until a few years ago when you started trying to run it into the ground by cutting hours and the merchandise I buy (or did buy).

Now, and despite the misleading commercial Giant is now running, the store is nothing like what it once was. Musical managers, advertised items not sold here, discontinued items, merchandise moved around from aisle to aisle almost weekly.

What's going on? Are you trying to kill the store? Or is this part of an Ahold plan to drive customers away from the Giant chain?

I suppose I could run all over the county looking for a Giant that actually sells the merchandise you advertise, or actually carries the items I used to buy at your Marlow Heights store, but I'm finding much of what the Marlow Heights Giant no longer carried at nearby Safeway and Shoppers stores that are much more convenient than the next nearest Giant.

Do you really want me to shop more at Safeway or Shoppers than at Giant? It certainly seems that way.

Having seen well-stocked Super Targets in the midwest, I'm beginning to hope that they will expand into the area near Marlow Heights. Their selection and well-stocked shelves certainly would be an improvement over what your once great Marlow Heights store has become.

More false advertising

Marlow Heights; 26 Sep 2007, 10:00 am

More false advertising!

Your circular has:

"Birds Eye Steamfresf Vegetables
(Excludes Steam-N-Serve.) Or Select, All Varieties
(Excludes Whole Onions.)
12 Oz-16 Oz Pkg. Frozen. 662240
10 for $10"

There were a couple of inconsistent price labels on the shelf.

I picked up 12 oz. packages of Broccoli and Cauliflower and Broccoli, Cauliflower and Carrots.

For each, the scanner said the regular price was $2.49; with card 1/$2.59.

That's right, not a 10 for $10 sale price, but a "with card" price that is HIGHER than the regular price!

I asked the staff about the price. They told me that the 10 for $10 sale price only applies to items regularly priced at $1.99.

THAT IS NOT WHAT YOU ADVERTISED!

And they told me that the correct price is $2.59 (MORE than your scanner says is the regular price).

Although I might have bought the items at the regular price if your ad and shelf marking had been honest about them, since Giant lied I didn't buy them and you lost out.

I went to the customer service desk to fill out a form about this, but they DID NOT have any out.

What has happened to Giant? Your selection, service, and honesty seem to decline by the week!

Also, the last time I complained about false advertising, someone called me and said my complaint had been referred to the store manager and regional manager. I never heard from either one, but I don't think they are the people responsible for Giant's false and misleading ads or apparent decline in corporate integrity.

Reply from Giant Food - Price problem

Reply to a complaint that the shelf price of Kraft Parmesan Cheese was higher than the price printed on the package by the manufacturer.

Thank you for taking the time to contact us concerning your experience at your Marlow Heights Giant.

The correct price for the Kraft Parmesan 8oz cheese is $2.99. This is a special reduced price from the manufacturer and the shelf price should match the preprice. It is scanning at $2.99 at the checkout. I have notified the store manager so that the shelf price can be corrected.

Thanks, again, for contacting us. We appreciate hearing from you and are confident your future experiences will be more satisfactory.

Sincerely,

Deborah Riley

Supervisor, Consumer Affairs

Reply from Giant Food - Lack of checkers

Reply to a complaint about long checkout lines and few checkers.

Thank you for taking the time to contact us concerning your experience at your Marlow Heights Giant.

I am sorry that you had to wait in line at the checkout and hope you will accept our apologies for any inconvenience or delay you were caused. I want to assure you that we share your concern, as we certainly want to provide our customers with the best service possible, including a speedy checkout.

Our store managers should constantly monitor the number of customers at our registers and make adjustments in their scheduling each week to be sure that they have enough staffers to provide maximum customer service. Of course, it is possible for us to misjudge or to have unexpected demand at the registers. During these times, we should accommodate our customers by opening as many terminals as possible and calling other staffers from within the store to help at the front-end by

bagging, etc. Normally, these adjustments do help to clear up any congestion quickly. We will review the schedule to ensure that they are adequately staffed in the future.

Your store manager, Robert Spencer, was equally concerned and will be calling you to follow-up on your experience. If he is unable to reach you, please call the store at 301-630-7724. Please know that I have also forwarded your comments to the store's district manager for further follow-up with the store.

Thanks, again, for contacting us. We appreciate hearing from you and are confident your future experiences will be more satisfactory.

Sincerely,

Deborah Riley

Consumer Affairs Specialist

Ref: 165071

Reply to Giant Food - RyKrisp not available at Marlow Heights

Thank you for your reply. Beltway Plaza is a very long way off, at least a half hour trip each way. The Safeway store nearest to me (and to the Marlow Heights Giant) continues to carry RyKrisp. I've done almost all of my grocery shopping at the Marlow Heights Giant for over 37 years and have almost never seen a reason to go to Safeway. But if a Safeway within walking distance will carry items that you drop, I'll start shopping there rather than wasting an hour driving all over the county.

Reply from Giant Food - RyKrisp not available at Marlow Heights

Thank you for again taking the time to contact us concerning your Marlow Heights Giant.

I am sorry you are disappointed that RyKrisp crackers are no longer available in your store. We still carry this item in some of our stores with adequate shelf space and consumer demand. Unfortunately, this item was not selling well in your store and we discontinued it. I am sorry to disappoint you, but please know that I have shared your appreciation for this product with our merchandisers for their information. The closest store to this location that is still authorized to carry this item is located at Beltway Plaza Shopping Center in Greenbelt.

Thanks, again, for contacting us. We appreciate this opportunity to
respond to your concern.

Sincerely,

Maria Launder
Consumer Affairs Specialist
Ref: 106411

Followup reply to Giant Food

Concern about possible outdated food

It has now been 5 business days and you have not gotten back to me.

Reply from Giant Food - !% milk sold out

Thank you for contacting us concerning your Marlow Heights Giant.

I am sorry to hear that your store was sold out of 1% milk recently and apologize for any inconvenience this caused you. I assure you we share your concern, as our goal is to be in stock at all times.

I have contacted your store manager who was equally concerned will be reviewing ordering procedures with the department manager. We certainly want to make every effort to ensure that this product is available for you in the future.

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

Sincerely,

Deborah Riley
Consumer Affairs Specialist
Ref: 70606

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

Reply from Giant Food - Dropping Hallmark Cards

Thank you for taking the time to contact Giant. I am sorry you are disappointed that Hallmark cards are being replaced with American Greetings cards.

We made a decision to switch to American Greetings because they offer a greater variety of quality cards and party supplies. They also offer a wider range of prices than Hallmark, thus giving our customers more choices. I am sorry you are disappointed and will be sure to share your comments with our merchandisers for their information.

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

Sincerely,

Lee Ann Rissler
Consumer Affairs Specialist

Reply from Giant Food - Giant Snoops

Thank you for sharing your thoughts about frequent shopper cards. We certainly understand and appreciate your point of view with regard to privacy.

After long consideration, we have made the decision to offer frequent shopper cards to our customers. Before making this decision, we did a great deal of consumer research, which has
shown us that customers perceive cards as bringing them value. They also told us that they believe Giant is behind the curve since so
many of our competitors already offer a card.

We strongly recognize our special obligation to our customers to properly manage their purchase information and safeguard their privacy. Customers can opt out of receiving mailings. Odonna Mathews, our Vice President for Consumer Affairs, heads our Giant privacy committee and I want to assure you of our commitment. Here is our privacy policy:

"We do not sell, rent, or relinquish customer names, home or e-mail addresses, phone numbers or any other customer identifiable information to anyone. Personal transaction data will be used only for promotional programs provided to you which are sponsored or co-sponsored by Giant or its parent company, Ahold USA. We will not use this information for any other purpose.

Purchases made with your BonusCard will be automatically recorded. Through use of this information Giant can better understand our customers' needs. This will help us be better at providing the kinds of products and services you want. For your protection, Giant has developed a set of privacy policies for the use and handling of this data. (For detailed information, see our privacy brochure, available in your local Giant store or visit our website at www.giantfood.com).

One of the most exciting aspects of this program is the opportunity to create offers targeted to specific customer needs. This means we can target baby offers to families with babies and pet offers to families with pets. Customers who do not want to receive targeted offers in the mail, can choose not to by checking the box below."

For Giant, offering the card means that we will be able to remain competitive in our market, have a better understanding of our customers, and will be able to reward loyal customers by offering special promotions and features that add value to shopping with us.

I was also sorry to hear of your dissatisfaction with the service and stock conditions at your Giant. Please be assured that I have involved the appropriate operations people to follow up on those concerns.

Regarding bulk food and SuperDeals, these sections were discontinued because of a decline in sales over the years. We did incorporate the more popular SuperDeals into our regular aisles and carry them on a regular basis. We also still offer some of the most popular bulk snack foods in the regular aisles. As you know, the space where we used to carry SuperDeals is now used for seasonal merchandise.

I hope you will find that you want to give the card a try. In the meantime, I will make sure that our appropriate decision-makers here at Giant are aware of your concerns. And please feel free to call me if you would like to discuss this further at (301) 341-4365.

Sincerely,

Eileen Katz
Assistant Director
Ref: 17098

Giant snoops

To Giant, 1 Sep 2000:

I am EXTREMELY disappointed that Giant Food, once the quality and value leader, has taken a major step downward and stooped to gimmicks and privacy invasion rather than providing good value and low prices to ALL customers.

Maybe some of your customers don't mind giving up their privacy and allowing you to snoop on their buying habits, but I find it a REPULSIVE idea.

And I'll bet you're not willing to reciprocate and give me equivalent information about your stocking and pricing behavior.

Given the sad state of the Giant store I've shopped at for 35 years, I would think your money would have been better spent in keeping the shelves stocked and the aisles clear, ensuring that you actually have advertised merchandise on sale at all times, and employing enough cashiers.

Instead of providing good merchandise and low prices, you've copied the BAD ideas of your competitors while killing your bulk food and super deal sections and getting rid of products I bought regularly.

If you can't bring back MY Giant, I hope someone else comes into the market and whips you.