SMITH'S..... So Disappointing....

Alright so I have got to tell you... Yesterday Me, my Love, and my mom were out and about and we went to Smith's.  Smith's in Magna, Utah

We went to pick up some items to make Breakfast with right ? Anyhow we select our items and head
to the Checkout line. We went to U-scan and Bryan was scanning or attempting to scan the items. And more than once the system "hung up" and would not let us advance. We were growing frustrated.

We called over the cashier who was at the time working U-scan. And mind you this lady has been with Smith's for at least 15-20 Years maybe more than that. Her name is Kim.

She comes over and I guess because of how long she has worked for the company she has grown Over-confident and Cocky. Because she came over with her little handheld electronic device and we tell her what the troubles were and she proceeds to go on and say

"Well let me tell you and show you what YOUR DOING WRONG!" I am thinking "Excuse me ?"

"We then say it is not our error we are just trying to scan our items and so we can be on our way." She again continues with "Let me finish and show and tell you what you are doing wrong !"

 "You see these 2 items (she is trying to show us on a computer screen/the register) highlighted in blue? that indicates that you pushed a button and have selected to put these items in the cart and or that you have put your items back in the cart!"

 again we say "This is not our error, there is nothing in the cart, we have not moved anything- everything is here on the scale- nothing has been moved."

(Clearly one should be able to see that everything was still on the scale and nothing was in the cart or moved).

To which she replied with "Well I'm not going to argue with you, but that is what your doing wrong."

Your not going to argue with us ? that is exactly what you are doing!

First of all I'm not stupid!!! I know how to use U-scan and I have used Self checkout/u-scan for years., My family and myself has been shopping at Smith's for years.

Secondly.... You never Argue with a customer and you CERTAINLY NEVER- EVER tell and BLAME a customer for anything and your also your equipment not working right.  BAD BUSINESS!!!

It was a miserable trip and a real disappointing experience.

I wrote a letter on Smith's website...

here is all of what i wrote

"My Husband, my mother and myself were in your store this morning. In Magna, Utah the store located at 8055 W 3500 South buying some items and we were using the u-scan. And experienced some problems due to system error. NOT CUSTOMER ERROR. Anyhow we had to call the cashier over 3 times and the last time she came over she (her name is i believe Kim or Kimberly) which has been with smiths for years. She has long brown hair and she is about 5'3. Anyhow she comes over and proceeds to BLAME us for being the reason that the system was not advancing, scanning as it was made to. She was trying to pass off to us that the reason the equipment was not working properly is because we were doing something wrong and doing it wrong. She said and i quote "Well, let me tell you what your doing wrong... you see the items highlighted in blue?" "that says that you are putting items and selecting somehow to put items in your cart and moving them off the scale." When we told her at least 2 or 3 times we hadn't moved anything off the scale and had not put anything back in our cart. She insisted and argued that is why the u-scan wasn't working properly. Was because it was of our ERROR and because of what we were doing wrong. Excuse me we just said it is not us and our error and were not doing anything wrong. Clearly there was nothing in our cart. Everything (all our sacks) were still on the scales. She finally said "well i'm not going to argue with you but, that is why the machine isn't working right is because your doing it wrong." Um, that is exactly what she was doing. She was arguing with the customer, blaming the customer for machine error or what have you and deflecting it onto the customer rather than the equipment and then treating the customer like they are wrong, she is right and that they are the problem and incompetent. She has been with Smiths for years she should know how to deal with customers. And handle these situations and not blame the customer. and she should be providing a positive experience not a terrible one. And should be showing the utmost respect not disrespect.  I have done and used the u-scans for a real long time. I'm not stupid and either is my spouse or family. So I know what I am doing. Just a bad and disappointing experience. Not sure that i want to come back anytime soon. "