Kaykay S.
Google
I had the most unsettling and unpleasant experience at the Renner Rd location on 02/12/2025. For the 2nd time the "pop top" of a can of Whole Paws (Whole Foods brand) salmon dog food broke off while I was opening it, and my can opener wouldn't support it so I could not open the can. The 1st one I threw away, but the 2nd one I took back for exchange for the exact same salmon dog good. I picked up a can of new product when I got there so I could get that done and took the broken one up to cust. serv. along with a new exact replica, explained I wanted to exchange, and the clerk said she had to do a "process" first. She asked me to open my Amazon app, & find the can on the "list" of purchases. I fiddled with it myself, couldn't do it, so she began facilitating my phone herself but couldn't find a recent purchase of this type since Oct, although there were many of the other Whole Paws cans there. She said "well I'll have to call someone", all while I was saying that "I only want to exchange it for the exact same can ; I'll go do my other shopping then". I went through the checkout line to pay & forgot the new can that I had taken with me was in there & paid for the new can. When the Manager, Stephanie, was up at the cust serv desk having a lengthy talk with the clerk, someone came to me & said, 'Stephanie said she wouldn't do it because it had been too long since I bought it". I was livid. I live on Renner Rd and shop there probably 3 times a week, and said to Stephanie, do you really want to lose a PRIME MEMBER, frequent shopper here, on a $2.50 can of dog food? I asked the clerk in the paying line to remove that charge from my receipt (I had already just paid for it). So she didn't know what to do as she stood there with a questioning look on her face while guarding the $2.50 refund in her hand. (She was very nice). I did raise my voice as Stephanie approached and I used the word ""this is bu....it" in the coarse of not believing this exchange. Stephanie went into a tirade & trance to chastise me, and ALL she could reference was that I used the word "bu....it" in my conversation. "you don't talk to me this way", is ALL she was concerned with, as I noticed the Guard standing beside me now. Then she said "oh I wasn't told you wanted to exchange it, just return it!", which was a total misrepresentation and frankly either way, all this over $2.50 from a PRIME MEMBER ($22/month?). Yes, I did raise my voice to a level not usually used by me, but definitely not yelling as accused by her, again, she was only concerned about HER participation. Somewhere during this, she also said, "so you're going to leave the store W/O paying for the food?( as the kind clerk was standing there still clutching my "refund" for what I had just paid. I asked her for the GM's name & left, as she tried, now, to wiggle out of the fact that she hadn't been told I JUST wanted to exchange. When I got home, I retrieved my receipt from 02/10/26 ($46.36) that INCLUDED THE DOG FOOD (purchased actually 2 days before, but NOT present on the Amazon LIST that I had to refer to!) Apparently relying on that list isn't the perfect answer. I left with the most unpleasant feeling having been pointed out as a non-important and unwelcome Whole Foods Customer. Also on my receipt of 02/10, I was charged $2 more for one of the 2 exact same bunches of flowers I had bought that day, hmmmmm. I don't think customers are their first priority. From: A Very Concerned Consumer