Brookshire's — Local services in Lindale

I feel compelled to leave a review for the poor service I received at Brookshire’s in Lindale. I had a family member pass away, making it a challenging week. Due to my busy schedule, I placed an online grocery order for pick-up—something I don’t usually do, but I needed to prepare meals for myself and my child for the upcoming week.

When I arrived to pick up my order, the attendant manually processed my payment, loaded the groceries into my car, and I left. However, when I checked the notification from my bank, I realized I had been charged an additional $66. I had no idea how this overcharge happened.

I immediately texted the number I had been communicating with earlier, reaching the same woman who processed my payment. I explained the issue and expressed my dissatisfaction. She informed me that her manager wasn’t there and that nothing could be done until the next day. At this point, I had no confidence in her response, so I decided to call the store directly to speak with a manager. Surprisingly, I found out there were actually two managers on duty that evening.

I spoke first with a manager named Ty Griffin. He was dismissive, rude, and didn’t seem to care about my issue at all. He even refused to provide his name initially and gave me an incorrect number for Brookshire’s Corporate Office, which I discovered was wrong when I attempted to call it the following week.

During our call, he claimed they were processing a refund, yet he was so unprofessional that I asked to speak to a different manager. Eventually, I learned his name was Ty Griffin—a poor example of a manager, in my opinion. Working in customer service myself, I know that the way he treated me would warrant immediate corrective action in my own workplace. His attitude was disappointing and unacceptable.

Fortunately, I was eventually connected with another manager, Ashley W. She was understanding, professional, and offered real solutions. Ashley informed me that no refund had actually been started, but if I could come to the store, she would personally meet me and return the money in cash. She went above and beyond, meeting me outside with a professional and empathetic attitude, even though I was understandably frustrated. Ashley’s approach was exactly what I had been looking for in the first place.

After receiving the cash refund, I waited a few days before contacting Brookshire’s Corporate Office, hoping to see if the situation would resolve. Unfortunately, when I called, I learned that the number Ty provided was incorrect. I eventually found the correct contact online, filed my complaint, and was told a director would get back to me. Though no one ever followed up, my main concern remains with the poor handling by Ty.

In the end, I hope Ty receives the training he needs, ideally from Ashley, who demonstrated exceptional customer service. It’s also concerning that an error of this magnitude—a $66 overcharge—could even occur.

If you plan to use online pick-up at this Brookshire’s location, I would recommend double-checking your receipt and bank statements. My experience was frustrating and time-consuming, but Ashley’s professionalism was the saving grace. I hope Brookshire’s recognizes her for handling a difficult...

I enjoy going to Brookshire's. The customer service is always amazing. In the six years I've lived in Lindale, I have not once had an experience with even one rude or unproffessional worker at Brookshire's. Hands down, they have the best crew. Plus, they help you carry your stuff out to the car. That's service not found much in today's society, but can be invaluable. The employees who help you are paid standard wages and tips are not accepted by company rules. (I've tried to tip ) so, it's an extra service that you don't have to pay for. They go above and beyond what I would consider exceptional customer service. My son dropped an entire gallon of milk once and it busted. I felt so bad. But, the employees took care of the mess with a very friendly attitude as if it were nothing, went in the back to get me another gallon, and absolutely refused to let me pay for the busted gallon. "We see no reason for you to pay for product that you didn't get to use." It is more expensive than some stores, but with the Brookshire's card, some of the price difference is made up. With a little preplanning, you can actually get some really good deals. The trick is to plan your shopping trips to correlate with their current sales. Also, the rewards points from shopping there gives you discounts on gas and/or can be redeemed for part of the purchase price once you've earned enough. I usually use mine for gas, but used mine one time at the register and about $20 was taken off my price. Their meat is the freshest I've found in the area. I like to go during the penny sales(buy one, get one for a penny), and stock up on meat. If you're a little low on cash and need a few meats for meals to last until payday or whenever, they've got meat bundles...four packages of meat for 19.95. I like to pick up a couple bundles or so a month to keep the freezer stocked. I definitely recommend Brookshire's to anyone. A bit of planning(and of course the free Brookshire's reward card)and even the most thrifty person can fit it into their budget. The customer service and fresh meat, in particular, make it worth that little extra effort of planning out your...

Stopped in after graduation for a few things. Got in and out quickly. Employee's helpful and nice. Added new self check out! The new self check out wasn't working well at first. They cut back on regular checkers. But I think they have the ratio fixed now. Makes for speedier check out when only have a few items.

Update the self check out has taken away a lot of customer service & support. Very hard to find someone to find some to help you carry out you groceries. Been here since this Brookshires opening, and this as low of customer service I have received, and hear the same from many other customers. Brookshires customer service continues to be EXTREMELY weak when it comes to customers service especially in helping the elderly & disabled.

Gotten much worse. Was here on opening day. I was ashamed of what I saw in the same store the day before the Super Bowl. I'm very sorry we lost that home town feeling, when every spoke to you, and all the employees were ready to help you. I saw elderly women & men trying their best to carry out their over loaded sacks & buggies out in pouring down rain. So sad to see us lose our hometown feel be lost & forgotten. We still have the chance to make it better, but it's slipping away. Let's...