Big Y — Local services in Franklin

Friday July 3, 2020 at 430pm; I called the Big Y in Franklin, MA to place a seafood take out order. The order consisted of 3 boiled chicken lobsters, 3 fish and chip dinners and 1 fried shrimp dinner. The Big Y employee who took my order (Derek) was not thrilled that I was placing my order and requested I come into the store to place my order. I explained to Derek that I have always called in the order and picked up. Derek was unprofessional and unnecessarily unpleasant regarding my order. His attitude was annoyed and put out that the kitchen would be closing at 630 and I was placing an order (reminder I called at 430 not at 625pm). I inquired with Derek; if it would be better to pick up at a certain time. Derek agreed and took my order. I confirmed with Derek that the entire order would be ready at 6pm on July 3rd. Derek still was not thrilled that I was placing a take out order; he had an attitude the whole conversation. My daughter-in-law arrived at 6pm to pick up the order. My daughter-in-law waited an hour for the order to be complete; a fried shrimp dinner (which only had 4 shrimp), 2 fish dinners (which were missing the tartar sauce & coleslaw) and 3 cooked lobsters. The lobsters were lukewarm, tough & the dinners were cold; which is puzzling since we were told the dinners were being cooked while we waited. The Big Y employees were rude and inconsiderate to myself and my daughter-in-law. I called to discuss the issue with the manager when the food arrived home. The manager Scott was very dismissive that we experienced this. He refused to believe his staff treated us this way. The food was awful; it was cold, rubbery and missing most items. Scott  was going to look into this and get back to me; I had to follow up with Scott regarding this issue. Scott's excuse was Covid-19 and not being staffed correctly. I understand Covid had impacted a lot of processes however Big Y was accepting orders for take out. The employees were extremely rude and inconsiderate! This is unacceptable behavior from the employees and manager. After my pushing Scott to understand my frustration with Big Y and how it is unacceptable to be subjected to this; he relented and agreed to refund my order. He was very passive aggressive and wanted to know if the food tasted better once he was going to provide a refund. There is no need to act this way. As as store manager you should be modeling behavior that your employees will see and follow; clearly the employees see the way Scott treats others and acts the same. While my daughter-in-law was waiting she went to the bakery and inquired if they had cannoli dip; the employee working at the counter said yes there is dip in the back but I am not going to get it.  The employee stated the dip was in the back and too far to go and get it. The employee chose to to be rude; had the employee decided to state we are extremely busy and I am not able to leave the bakery we would have understood. Instead the employee acted unprofessional and lazy about retrieving the dip. The manager Scott also agreed it was too far for the employee to go in the back and retrieve.  The employee's attitude and behavior was unacceptable. Big Y did refund my disgusting dinner however did not refund the sales tax. This is my second negative interaction with Big Y; the first time I chocked it up to establishments some times have off nights. The experience on July 3 proved to me there is an issue with the leadership within the store and modeling positive customer...

Wish I could give zero stars. My friend just bought a home in Franklin and when looking for lunch today I suggested to go here and check out this local grocery store over other options. What a mistake. We got a party pizza for the game and when I showed up at the counter 30 minutes later (when i was told it would be ready) I can see the pizza on the counter with no toppings, and the gyro explains they weren’t prepped for it, ok whatever. I go explore the store with my friend who throws 100$ worth of food in his cart. He asks for them to use a card because he doesn’t Have one, and their policy is to not do that but have you sign up for one, which is fine. But when he says he doesn’t have time to sign up the young girl manager says to him “well then you can’t have the deals then.” So needless to say that’s the last cent a new to town person will be spending there, but let’s go back and check on that pizza! Good news is it’s in the oven now after 40 minutes, and 50minutes but I walk away because I don’t want them to feel rushed. I return 5 minutes later and there it is on top of the oven but alas there is a line and a woman in it who wants every option on the menu explained to her. So I continue to wait. I finally get my pizza with an obligatory and quick sorry about that and off I go, an hour and 5 minutes later. I Get back to his house to find it only has topping on about 40% of it and it’s got a half inch layer of raw dough on top of it. Wonderful, we are waiting for his appliances so we spend all day trying to reheat each individual slice in the air fryer because I don’t have another hour to waste going back there to try to get this nightmare rectified. That being said 0/10 would recommend not eating over going to this branch. Oh I also forgot that my friend had two bags that he had to pay 20 cents for that both ripped, one being put into the car and one being taken out. This place is a...

Paper bag situation is ridiculous.

I understand if the town or state mandates charging 10 cents for a bag. But Big Y does not handle the situation well.

The bags themselves are cheap and flimsy. So much so that the associates TELL YOU that the bags will rip if you don’t carry them from the bottom. What’s the point of putting handles on the bags? The bags should be better quality. Especially if we’re paying for them.

Next, the whole situation of “bag counting” is incredibly awkward almost every time I go in. Paying 10 cents for a bag isn’t going to kill me. The associates should use better judgement when determine when to put stuff in bags. The default should be to PUT STUFF IN THE BAGS. Don’t ask me if I want my three quarts of OJ in a bag. Of course I do. Otherwise I need to carry all three of them separately.

Big Y is a good grocery store with the potential to be a great one. This bag situation makes the whole shopping experience so much more painful. Just think—every time I walk out of your store it’s after an awkward experience and worrying that I don’t have enough bags or that the bags will break. Doesn’t leave a good impression when I’m walking out an thinking about next time.

EDIT/UPDATE: After doing some research it seems like Big Y’s philosophy of bag usage is related to “environmental reasons”. HAH. Feels more like they’re trying to nickel and dime me. Looks like it might be time to find a new...