ComplaintsforGordon Food Service Store

• Initial Complaint

  02/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My business *** ****** ******* has been in business in the ****** ****** for over 30 years. In recent years the business is on a smaller scale to supplement my retirement. I have been using Gordon as a source for the supplies i offer my customers for aprox 6 years. I have complied with all Gordons requirements including my delivery location, time of delivery, minimum order, and my account was current. Last week, Feb 10th, Gordon refused to deliver my order making it impossible to deliver products to my customers, and in all likelihood, put an end to my business of 30 years. Late in the day of my order i recieved a call from Melissa R***** and she stated i would not be receiving my order. She stated that they would no longer be delivering to my area. I told her it was not acceptable that I was given no notice, and that this action would make it impossible to service my customers, some of which are elderly and dealing with COVID. Her attitude was unsympathetic and her only suggestion was for me to pick up my supplies from another customer of theirs, just 20 miles from me. This customer eventually did not want to do it. Even though they were delivering to this customer, she said it was impossible to deliver to me, even this once. Having no notice, it was impossible for me to acquire the products i needed from another source. I spoke to Mike S******* the manager for this region and he told me he would look into it and call me back, but he did not. Their website still confirms that they service my area, and how important they value their customers. In summary, they refused to service my business as they had for the last years, left me in bad standing with my customers, and I will probably have no choice but to end my business. In the past I have tolerated bad service, pricing errors and other problems from them, It is uncertain what future actions i may take, but i did want other business owners to see what kind of company Gordon Food Service can be.

  Business response

  02/25/2022

  February 25, 2022
  
  Via bbb.org
  Stacy L* ********
  Consumer Engagement Specialist
  BBB Serving Western Michigan
  3330 Claystone St, SE
  Grand Rapids, MI 49546
  
  Re:  ***, **** - BBB Complaint (W. MI) ********
  
  Dear Ms. L******:
  
  We have received a copy of the complaint that **** *** filed with the Western Michigan Better Business Bureau.  We appreciate this opportunity to respond.
  
  In his complaint, Mr. *** indicated that he was unhappy with Gordon Food Service’s decision to stop servicing his location.
  
  While we regret to hear of Mr. ***’s dissatisfaction with our business plans and our decision to discontinue service in his area, we did try to reach out to him to advise him of the change.  Beginning in January, we reached out and left a message for Mr. *** to call us regarding his account. Mr. *** never returned our phone call. Around February 8, we reached out again as we had confirmed that we were dropping service to his area. Once again, we did not receive a response. Shortly after this call, Mr. *** placed a PO for products. At this point, we emailed him to update him on the status of our ability to make deliveries to his location and advise him that we would be unable to fulfill his PO. We received a phone call from Mr. ***, and during that call advised him of other options for placing his PO and offered to see if we could perform one final delivery. Mr. *** was unhappy with our decision and ended that phone call. When we reviewed our records, it was determined that Mr. *** was past due on his account and it is a term in our purchase agreement that if a customer is past due, we do not make additional deliveries. When Mr. *** was notified of our final decision, he was upset and terminated the phone call. We do our best to service all our customers to the best of our abilities and try to communicate as far in advance as possible when there will be service disruptions or when we are leaving a market. We are disappointed that we can’t continue to service Mr. *** and wish him all the best in locating a different source for his products.
  
  Thank you for this opportunity to state our position.
  
  Sincerely,
  
  Gordon Food Service

  Customer response

  02/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not aware of any attempts to call me by Gordon. I certainly do not have any messages on my phone. I do not have any emails which would be more appropriate. When speaking to Melissa, and I asked why I was contacted earlier, she did not mention any prior calls or messages, so I have to assume this notion was fabricated after the fact. The only real choice to pick up that last order was for me to pick up my order from the basement of a local diner. I told Melissa I guess I would, however she later told me that it was not all right with the owner of the diner, and I dont blame him. Mixing my supplies with theirs is not a great idea. In any case, it was the other business owner and not me that didnt accept. I would have paid a reasonable fee to have had my order delivered this last time. I did not terminate any calls. The last words from Melissa were that"she didnt have any other solutions", I replied "No, I dont think you do, thank you." The reference to my account being past due is also in error. I typically paid Gordon at 25 days to meet their 30 day terms. Their office is not that far away. It was a common occurrence for them to take 10-15 days to process my payments after they were mailed. I would mail a check and check my bank statements and two weeks later they still had not processed the payment. This became so common that I would email them with the check info when I placed my orders and still it would take forever for them to actually apply the payment. I have an excellent credit score. In short everything said here is untrue. If they did not speak to me in person regarding the alleged stopping my area for delivery, they should have realized how important that is to one of their customers and left messages for me to call them back. I was given no notice. And during all this, there was never so much as an apology. In addition, I believe Gordon is still delivering to businesses 10 miles or less from me. 

   

  
  
  Sincerely,
  
  **** ***

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 23, 2021 I was to receive an order that was placed on the delivery truck with an anticipated delivery of 1 pm EST. At 4:30 pm, I was later informed that the truck would not be stopping as it was a waste of Gordon's time. This is the 4th time that this has happened over the past 6 months. When I contacted Mark K******, the Regional Sales Manager about this, he informed me that he could not and would no longer be servicing my 2 accounts, which grossed $250,000 last year. After a 17 hour day yesterday, I had to fulfill my own order by going to a wholesale store. Gordon Food Service has lost all communication with the customer service aspect. I would like to be contacted regarding this negligence and I would like this to be rectified. I would also like a personal apology from Mark K******, Amanda H****, and Gary T******. I appreciate your time and I look forward to hearing from you. Thanks, ************ Business Manager ********************

  Business response

  09/08/2021

  Business Response /* (-10, 7, 2021/09/07) */ Stacy, We had reached out to the complainant and I'm just awaiting final details regarding the summary of that conversation. I'll send a response either today or tomorrow at the latest. I hope that is okay. Regards, Business Response /* (1000, 8, 2021/09/08) */ September 7, 2021 Via bbb.org Stacy S. Ledesma Consumer Engagement Specialist BBB Serving Western Michigan 3330 Claystone St, SE Grand Rapids, MI 49546 Re: *****, ****** BBB (W. MI) Complaint ******** Dear Ms. Ledesma: On August 24, 2021, we received a copy of the complaint that ****** ***** filed with the Western Michigan Better Business Bureau. We appreciate this opportunity to respond. In his complaint, Mr. ***** expressed concerns about a recent experience with one of his deliveries. Mr. ***** stated he was expecting a delivery that did not arrive when he expected it to. We regret to hear of Mr. *****'s dissatisfactory experience with his delivery. G***** Food Service has been affected by supply chain issued related to the COVID-19 pandemic, and we stand together with our customers during this difficult and uncertain time. When we updated our policies to manage our business during the pandemic, we did not do a good job explaining the new policies to all of our customers. In Mr. *****'s case, we immediately reached out to him to apologize for the experience and to understand what we could do to help. We ensured his entire order was refunded to him and explain the circumstances that led to the issue. In addition, we will be providing additional coaching to the relevant teams to make sure there is an open line of communication to avoid such complications in the future. We hope that Mr. ***** feels that his concerns have been adequately addressed and that he will give us another opportunity to earn his business. Thank you for this opportunity to state our position. Sincerely, G***** Food Service Consumer Response /* (3000, 10, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was not an immediate reach out from the company, in fact the conversation was initiated by myself. I reached out to Mr. K****** and Ms. H**** the day of, which I received a response from Mr. K****** the next day with his exact words being "Fuck you, you are no longer a customer of ours." When I relayed this information to Bonnie W******, Jim G*****, and Chad K****** - they were very concerned that I was being dealt with as a customer in this regards. The Covid-19 pandemic has had nothing to do with this issue. The driver, Gary W*****, drove past my stop, per the advising of Gary T****** as Mr. T****** stated that my stop was "a waste of his time". This is literal negligence on behalf of the company. As this time, concerns have not been adequately addressed. Thank you for allowing me the time to properly explain the correct matter at hand. Sincerely, ****** ***** ********************

• Initial Complaint

  07/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the local GFS Marketplace located on ********* in ******** ** on 7/4/21 to shop for the fourth and the older male manager there was very rude and l told me the wrong aisle for chips ? When I asked him where the chips are he responded to me chocolate chips or chips and started laughing. That was not funny to me but rude , ignorant and unprofessional!

  Business response

  07/15/2021

  Business Response /* (1000, 5, 2021/07/15) */ July 15, 2021 Via bbb.org ***** *. ******* BBB Serving Western Michigan *****************, ** ************, MI ***** Re: ******, ****** - BBB (****) Complaint ******** Dear Ms. *******: On July 5, 2021, we received a copy of the complaint that ****** ****** filed with the Western Michigan Better Business Bureau. We appreciate this opportunity to respond. In her complaint, Ms. ****** expressed concerns about a recent experience at one of our stores. Ms. ****** stated that a manager was rude to her. After receiving a copy of Ms. ******'s complaint, we attempted to reach out to her multiple times to apologize to her regarding her experience and see how we could address her concerns. Unfortunately, we were unable to reach Ms. ****** with the contact information that she provided. We encourage Ms. ****** to reach out to our customer service line at **************. We regret that we were unable to speak directly with Ms. ******. We would like the opportunity to address her concerns in the hopes that she will give us another opportunity to earn her business. Thank you for this opportunity to state our position. Sincerely, Gordon Food Service

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩