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2.9

Normally, the experience at Whole Foods in Virginia Beach is good to great. Not today.

The time was about 9:45am, Sunday and not very busy. I made my rounds through produce, coconut milk, seafood-they are always great, picked up some salsa, chocolate and headed to the prepared/Deli counter. After this, I remember a coupon for a great deal on Tres Leches desert, normally $6.99, on sale for $3.99. Looked in the desert area and then inside a cooler, no Tres Leches anywhere.

Then headed to the desert/cookie counter and asked about it, they looked puzzled and I showed them the coupon online they have on special for two more days. There are no signs in the store for this item anywhere. He said he has some in the back but it is frozen, solid and will take awhile to thaw. This was my last thing to buy and I told him that we are going to check out but thanks anyway.

On a Sunday morning, why wasn't this put out earlier...it is on sale !!! Why would you not be prepared for this ? Sketchy on this not even having a sign out for this so customers know about the deals. I checked out and then went to customer service to get a raincheck.

Should be quick..no way. My groceries are already checked out and no one is in line at the Front end manager station..showed them the online coupon/sales deal for the Tres Leches...and I mean 14 minutes goes by to fill out the rain check. As she finishes up writing it, they call the department and the manager said the person is cutting the Tres Leches now and it will be ready would I like it? OK, I am waiting this long what will be next?

The manager throws away the raincheck and goes to the back. The manager brings up a piece of Tres Leches solid frozen and no milk in the bottom....lady this is CAKE??? not Tres Leches...come on. She read the ingredients and said it has condensed milk in it, and I explained to her that this is not the way it is normal sold..it has milk in the bottom of the container.

I told her this is just too difficult to get a desert and just left. No sorry, or we can do something about it, she had thrown away the raincheck and what else are you going to do for me...waste more of my time? Maybe 20-25 minutes trying to get an item that Whole Foods has advertised on sale and ended in disappointment in a major way !!!! Poor customer service, poor planning, no empathy from the manager, very slow and painful to wait while my groceries are thawing out.

How difficult is it to write a raincheck?

One would think that the front end manager would handle these types of situations with ease, but not today.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Whole Foods Market Pros: Seafood dept and deli, Prepared foods dept.

Whole Foods Market Cons: Front end manager.

Location: Norfolk, Virginia

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