Mako's Marketing & Pharmacy

After receiving your letter about this customers complaint I was very disturbed that our management would handle a situation as described. My first thought was to personally call the customer and apologize,  even though he made it clear that he did not want us to contact him. I am the owner of...

a store that has been in business since 1994.  I’ve always felt that we give very good customer service, so hearing about anyone closing before the posted time was a  disappointment for me. When I brought this to my general managers attention he informed me that he had heard about the incident and would make sure that I get an incident report from both employees involved. I sent you a copy of each and as you will see, there are very different accounts of what happened.  I do not know the customer,  but I would like to tell you about our manager and the office girl on duty that night.  Our assistant manager has spent his entire life in retail grocery.  He has held the assistant manager position in our store for twenty two years. In that time I do not recall one customer complaint about him.  The office girl has been with us since June of 2013.  She is a very young girl in college who started as a cashier and quickly moved to the front office because of her outstanding customer service.  In light of the conflicting reports, I think it would be best for me not to contact the customer.  I am very disappointed that any incident occurred.  I do believe that our manager offered to let the customer get what he needed but the customer’s anger got in the way.  I have been assured that our doors will not be locked before our closing time in the future.I hope this provides some insight into the event.  If you have any other ideas of resolve, please let me know.Thank you for your assistance.[redacted]