Bill's Cost Plus Supermarket — Local services in Jonesboro

Feedback on Poor Service Experience

Dear Bill’s on Hilltop,

I am writing to share my recent experience, which left me extremely disappointed with the level of service provided at your store.

During my visit, I purchased a handful of groceries and made an effort to engage with the cashier, understanding how challenging their job can be since I’ve been a cashier myself. Unfortunately, the cashier seemed uninterested and annoyed by my attempt to be friendly.

When I got home, I realized I had picked up the wrong ingredient for dinner. I rushed back to the store with the item, the bag, and what I thought was the receipt. Upon arriving, I realized I had mistakenly grabbed the wrong receipt and bag (from a different store I had visited earlier). I explained to the cashier that I had just purchased the item less than an hour ago and asked if she could verify it. Since the same cashier who assisted me earlier was still on duty, I suggested she inquire or check the transaction logs for confirmation.

The cashier called the manager, and I explained the situation again. Unfortunately, the manager’s response made it clear that she doubted my honesty, and she dismissed my request for assistance, stating there was nothing she could do without the correct receipt. This left me feeling frustrated and disrespected.

Since I still needed the correct ingredient, I purchased it and returned home to retrieve the correct receipt. When I returned to the store for the third time to process the return, I encountered further challenges. After waiting in line for a moment, the cashier redirected me, in front of other customers, to the returns counter obviously not wanting to assist me. At returns, I expressed my frustration, explaining that while I understood the policy, the staff could have done more to assist during my earlier visit—such as checking transaction logs or confirming the purchase with the cashier who rang me up.

The manager’s response during this interaction felt overly defensive and even aggressive even though she didn’t say much, as if she believed I was trying to escalate the situation. All I wanted was to be heard and to clarify that I had not lied about my return.

I take pride in being an honest, hardworking person with good morals, and it was disheartening to feel dismissed and mistrusted. For a grocery store that promotes itself as a community resource and a way to save people money, this experience fell far short of expectations.

I hope the owner or upper management addresses this issue, as it reflects poorly on the store and its commitment to customer service. While I understand that fraud or dishonesty may be a concern, treating every customer with suspicion and refusing to explore reasonable solutions is not the answer.

Thank you for taking the time to read my feedback. I hope steps are taken to improve customer service and ensure future shoppers do not have similar experiences as this could lead to losing customers and money for the...

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