Roy X.
Google
Today, I visited a different Whole Foods than my usual one in the Boro. I was initially excited to explore this larger location and found several items not available at the smaller store near my home. However, the experience quickly shifted from positive to unsettling.
At self-checkout, a team member assisted me in removing an accidentally double-scanned item. As he did, he sternly warned me, “Don’t forget to scan the chicken on the bottom of your cart.” While his tone was off-putting, I gave him the benefit of the doubt—perhaps others had forgotten to scan items placed below before. I brushed it off.
But after completing my purchase and heading toward customer service for parking validation, another employee suddenly grabbed my cart from the front without a word. I was at the back, still guiding it. The approach was jarring—there was no greeting, no explanation. What made it worse was that this person wasn’t wearing any identifiable Whole Foods attire, leaving me momentarily unsure whether she was even a staff member.
She checked my receipt against the items in my cart. Everything had been scanned. There was no apology, no explanation—just silence, and then she walked away. I was left standing there feeling accused, embarrassed, and deeply disrespected.
I want to be clear: I understand the need for theft prevention, especially with high-ticket items like meat. But that does not justify treating a customer like a criminal without cause or communication. This could have been handled with professionalism, a simple, “Hi, I’m just going to do a quick receipt check,” and a courteous tone. That alone would have turned a tense moment into an understandable policy check.
What happened instead was not only poor communication, it was dehumanizing. It was a failure in basic customer service. I left feeling humiliated—not because of what they did, but how they did it. As someone who shops regularly at Whole Foods, I’ve come to expect better.
If store policy includes random checks, then the team still must approach customers with respect, clarity, and professionalism. Customers deserve to feel safe and acknowledged, not profiled or silenced. This experience wasn’t just uncomfortable—it was unacceptable.
I'm writing this review in the hope that Whole Foods takes action to improve training and restore the trust of shoppers who expect better from a brand that prides itself on quality and integrity.