Burlington — Local services in Sunrise

As a loyal customer at Burlington who not only worked in retail but trained teams on how to provide exceptional service, it is very upsetting on what took place on December 6th. I joined the line to checkout since my partner was already in line waiting. I was with my kids, a 1 year old and 2 year old. While in line, an associate named Rosa J came and asked that customers with 5 items or less paying with CC to get out the line and go to the other area to check out. The member from my parted started to me that this has been happening and the line is hardly moving. We had 30 minutes before 9pm so I thought all was well and the line would keep moving. At 8:50pm, the line barely moved for customers who had 6 or more items or paying cash. Rosa came back multiple times throughout the night having customers with less than 5 items to go to the specific cash register. At this point, I asked her when will the other line be moving because I’ve been in line for almost 30 minutes and it hardly moved; however, the other line, people are in and out. At this point, more than 10 people checkout while customers with 6+ items who joined the line early are still waiting. She told me that she did not make the rules and if I had a problem to take it up with the General Manager because he made the rules. At no point did she empathize or apologize for the delay or inconvenience. There were no signs advising customers of this process. The person from my party then stated that this “rule” she mentioned doesn’t work as it deters others with more than 5 items from shopping. Why should we join the line early to get checked out but then have to wait because customers with smaller items are first priority. Latoya the cashier overheard the conversation I had with Rosa on why others aren’t being served promptly and took it upon herself to address the party who was upset and talking to me about how slow the cashiers were moving and the policy in place. The poor service provided by the team is disappointing for a company like Burlington. Latoya eaves dropping in a conversation that did not relate to was very poor and distasteful. We may come from the same country but she stepped out of line as a staff of Burlington as the conversation was not addressed to her and her input was not needed. When Sadat the supervisor came and asked what happened, I advised him. I also asked him for the General Manager’s information since Rosa stated that I can address my concerns with him; however, he only gave me a first name of Michael and stated he doesn’t know his last name. Again, not even the supervisor could provide me with the name of management. The service provided today by the staff was mediocre and distasteful. Associates like Rosa and Latoya has no customer service skill set and should not be customer facing. While cashing out, two separate customers had to wait until they arrived at the cashier to be notified that returns and exchanges cannot be done at those cash registers. This again shows the poor service and communication within Burlington. My recommendation: 1) Hire frontline staff with customer service skills. 2) If there is a long line (in this case, there wasn’t. The staff was just moving slow) have back up team members available. It took for me to say something for the supervisor to show up and Rosa get on the register. 3) Apologies go a far way when customers are being inconvenienced. Train staff on how to provide great service. 4) Add signs advising customers where they can return/exchange items (having customers wait in line to be told that they have to go join another line in customer service is ridiculous).5) Staff should be empowered to make decisions that makes sense. This incident shows that management and front line staff are not aligned and processes may need revision. I am more than happy to provide additional constructive...

I was there about a week and a half ago. The cashier, a young spanish speaking girl with glass and brown curly hair was working the register and said card payments were down and that they could on take cash. I made my way to the register to pay for a few items with my limited cash I had with me and had to put shoes back. I asked her if I could pay with check as she rang me up and she proceeds to say "I don't know" then turns around and continues talking in spanish to the other workers(btw i speak spanish). Now I'm standing here with cash in my out stretched hand waiting for her to turn around and stop talking about nonsense and my money so I can leave when I look down at the big red sticker on the counter that says they take checks and requirements for checks. After a couple minutes of being ignored I interrupt her and she turns around takes my cash and I say "it says here I can pay with a check, so can i buy the other shoes with a check?" Her response as she hands me my receipt is "I don't know sir, I'm just here to help you" followed by her immediately turning around again to talk before I can say anything. I stood there like a deer in the headlights as I wasn't sure how someone can be so blatantly rude for absolutely no reason. Finally the one of the other 3 cashiers she is talking to notices me still standing and me attempting to get their attention. I ask him "can I pay with a check? It says right here that I can." He says "I don't know", my rude cashier turns around and says "I don't know how to do that" I reply " but it says right here I can....I ask who would know?" She say "the manager" and starts to turn around. I say so where is the manager? She replies "I don't know where they are." Then stares at me. My aunt who was with me asks tells her in spanish "it says here we can pay with a check." After she was spoke to in spanish and realized we could understand her she seemed to be a little more interested. The security guard at the door over hearing everything walks closer and says the manager on duty name and said he will call him for us. So my rude cashier turns around again to talk to her co workers. We stood there for about 1 min before deciding speeding my money here was not worth it and left before getting the other pair of shoes. How does a cashier not know if they take checks? Or the procedures on taking a check when it is literally a massive sticker at each register that she must see every work day. I should have...

I’m a local and frequent this store and mall so i understand it’s a very busy location and lines can be long. Today was not a busy day at the mall. The store wasn’t over crowded as it usually is when shopping. The young gentleman working in the men’s department was very helpful and informed. The problem was the checkout line and women working the register named Deon. I had to wait almost 30 minutes to checkout. The back registers weren’t open as they usually are and the line was completely wrapped around every pole they had available and beyond. Once I reached the front of the line 25-30 minutes later the cashier Deon came and told me to go to her register unlike all of the guests I had watched in front of me who were called by the P.A. system to the proper register. Then once she did that the P.A. went off for a different register which I was walking by so I asked if I could just checkout there but then apparently that confused their system and Deon was not pleased with my suggestion. Once at Deon’s register she was extremely rude to me and I was buying a suit and she proceeded to take the suit off the hangers and put it in the bags. I asked if I could take the suit hung up which she found very annoying but she went to get me a garment bag. She then got snippy with me for hitting the wrong button on the machine so I had to reinsert my credit card. She completed the transaction without saying another word to me or a thank you as i left. I don’t think I’ve ever waited in a longer line at a store, or had someone be so rude to me while shopping after waiting patiently for that amount of time to pay for just a few items. To make this situation even worse, after I walked out, my husband who was waiting outside of the line for me, tells me that the manager had so nicely escorted some friends of hers to the front of the line in front of the other 80 customers who were waiting with me. After his description of the manager he saw doing this, I’m pretty sure it was the same lady that checked me out, Deon. obviously this store is horribly mismanaged and apparently corporate doesn’t read reviews, or if they do they just don’t care, because I’m seeing a lot of other customers with the same experience as me...