[Blindtlk] A Horrible Experience at Kmart

Thu Jul 16 19:30:35 UTC 2015

I understand that, but a four hour stint is a long time to spend with an employee who may be needed elsewhere.  You're right, they should have traded off.  For whatever reason, Daniel flipped his lid, and he shouldn't have.  In a shift, employees have mandatory breaks.

Judy

-----Original Message-----
From: blindtlk [mailto:blindtlk-bounces at nfbnet.org] On Behalf Of Charlotte via blindtlk
Sent: Thursday, July 16, 2015 12:05 PM
To: Blind Talk Mailing List
Cc: Charlotte
Subject: Re: [Blindtlk] A Horrible Experience at Kmart

Hi. I totally understand the thing about employees. If he'd have said ladies, we need to rotate employees because Doug is needed back on cash, I'd have been totally okay with that. I've had that happen at Wal Mart. 
Again, I tried to accomodate them because I knew it would take a long time. It wasn't like we were just window browsing or being uber picky shoppers. We were buying a lot of items as noted in my previous email. 
I'm sorry, but that did take a bit longer and there were 2 of us, one of whom, myself, is in a wheelchair.

On 7/16/2015 9:08 AM, Judy Jones via blindtlk wrote:
> Hi, Charlotte,
>
> Am very sorry you had the experience you did at the store.  My reactions are a bit different, although I totally understand your story.
>
> First, I would not call ahead to make sure someone could help out.  I never have done so, but have had no problems shopping anywhere.  There is no requirement for anyone, sighted or blind, to call in ahead when asking for customer assistance.  My feeling is that if we make it seem like we need all this special help, it will seem daunting to some, and the impression is left that blind people need all this special help.  I understand why you called in, trying to coordinate efforts on everyone's part, but a shopping trip is something folks do, if not every day, once or twice a week.  I feel that if we can manage this with the least amount of inconvenience to ourselves and to others, the better and easier assistance will come.
>
> I also have to say, in part I agree with the manager, that to monopolize an employee for an inordinate amount of time is inconvenient to the store, the staff, the scheduling that managers have to do.  I do agree that Dan's behavior was uncalled for and not appropriate.  But remember, employees need lunch breaks, and need to take them when they are scheduled to take them.  I do remember taking a couple hours with an employee when shopping with my girls when they were young, but there should be give and take in the employee/customer interaction.
>
> I'm very glad you had someone who was helpful and attitude was appropriate.
>
> Unfortunately, there are many Dans in the world, and unfortunately, this may not be your only less-than-desirable shopping experience, but you have to move on.
>
> I do agree that there should be no 30 minute max time window for shopping.  They would not kick sighted persons out of the store if they were shopping for longer than 30 minutes.  The blind person they decide to dismiss after 30 minutes could be a wealthy spender, and they would be the losers.
>
> Keep us informed on how things go.
>
> Judy
>
> -----Original Message-----
> From: blindtlk [mailto:blindtlk-bounces at nfbnet.org] On Behalf Of 
> Charlotte via blindtlk
> Sent: Wednesday, July 15, 2015 9:02 PM
> To: Blind Talk Mailing List
> Cc: Charlotte
> Subject: [Blindtlk] A Horrible Experience at Kmart
>
> A few days ago my best friend and I were talking about the good deals she got while at Kmart with another friend of hers. They had sales on swimsuits, clothing, shoes, etc. and I was looking to purchase some of these same articles. She said she'd like to go back as well so we planned a trip for Friday, July 3, to go to Kmart on paratransit to get the items we wanted. I told her I'd call ahead the next day and let them know we were coming and that we would be there quite a while as we were two blind women, one in a wheelchair, looking for clothing and accessories. The next day I called to let them know. I spoke to the manager on duty. He assured me it was no problem. I didn't feel very satisfied with his brush-off quick response and told my husband about it. He then called again and spoke to a customer service lead. This time he, too, was assured that it would be no problem. He gave the times we'd be there and she said she'd get it taken care of and leave a note at the service desk so they could get someone in ladies' clothing or a similar department to help us. We again told her the length of time we were looking at and that there would be two of us. We arrived at Kmart Friday and I went to the service desk. I again said I had called ahead and spoken to two people and told them we were coming and that my friend and I would need help shopping. Not only were my two previous calls ignored, but we were given a male cashier who knew nothing about clothing. He, as an employee and a person, was fantastic. But I did not feel the most comfortable shopping for intimate apparel with a male not related to me.
> We proceeded to begin shopping and purchased some shoes, swimsuit, and were looking at pants. We had been shopping for about 2 hours. My friend and I were in the women's fitting room trying on clothing. All of a sudden there is a loud bang on the door. In a raised, scathing tone, the general manager of the store inquires how much longer we intend on tying his employee up. I again explained that we had called twice in advance and that I had indeed spoken to a manager on duty. I explained this in a calm tone, only letting a bit of my growing frustration show. Dan, the store manager, then proceeds to publicly, loudly berate me in front of the other customers and employees and tell me how unappreciative and ungrateful I am. He said I had tied up an employee for 3 or 4 hours. We had begun shopping at 11 and it was just after 1 when the incident occured. He said that from now on they are putting a 30 minute maximum on any assistance because of my extreme attitude. I tried to reason with him as did my friend and say we were not being extreme. We'd tried to do the responsible thing and if we'd come separate they'd have had two employees tied up. It really hurt my feelings and upset me very much to be publicly humiliated and berated in front of the other customers and employees, and while I was trying on clothes in the women's fitting room. I came out of the room in tears. The gentleman helping us was appalled. He profusely apologized for his manager's rude behavior and said if he were us he'd just put everything back and walk out. I said I'd love to do that but with my transportation limitations, that wasn't an option for me. We did get checked out and went to wait for our ride.
> When I got home, I immediately called the corporate complaint 
> department. The gentleman who took my call was also appalled by the 
> classless behavior of the manager. I am still waiting to hear the 
> resolution of this complaint. I will never set foot back in that store 
> again unless that manager is no longer working there or at any store. 
> He is rude, unprofessional, and according to the employee helping us, 
> he treats his employees the same way. I've been verbally abused before 
> and that was exactly what this experience reminded me of. My friend 
> said he was accusing us of having an extreme attitude, when he was 
> actually the one acting extreme. I would not recommend any person with 
> a disability to go to Kmart. You will be treated as less than human 
> and given the complete brush-off. If you go to the store on Lake St. 
> Dan will impose a
> 30 minute maximum on your shopping time. This is not legal by ADA standards. He feels that we are taking advantage of a system and so I feel that he doesn't want us there or our business. Let Dan, the Kmart manager know what you think of what you just read. I have an update to this story. It is now July 15, and I still have not heard any word from corporate of any kind. I called twice and both times was told someone would get back in touch with me promptly. This has not happened.
> Apparently Sears and Kmart do not care about whether or not their customers are treated in a dignified manner.
> Charlotte
>
>
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--
Visit my shop for handmade gemstone jewelry, bath products, and more.
Click here.
HTTP://WWW.ETSY.COM/SHOP/SCENTSGEMSNMORE

Need a tasty snack? Love popcorn? Try Hayward Main Street Gourmet Popcorn.  Many flavors and gift packs.
Click Here.
http://hmsgp.mybigcommerce.com/#a_aid=mamaotter

If you need a healthy snack packed with protein, try Jerky Direct. Beef, turkey, and buffalo in many flavors to please everyone.
Click here.
www.mamaotter.jerkydirect.com

Do You Bake? It's more than a question, it's a wonderful new company. They feature everything from dip mixes to dessert mixes, bread and breakfast mixes, dinner mixes, ready-made sauces and seasonings, grab and go snacks, and a nice selection of gluten free products and ready-to-bake treats for your pooch! Check out all the yum!
Click here.
www.doyoubake.com/mamaotter

If you're a crafter looking to advertise your wares, or you wish to buy handcrafted products, send a blank email to HandmadeSellNTrade+subscribe at groups.io

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