ComplaintsforGordon Food Service Store

• Initial Complaint

  10/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our bank account was hacked and we had a balance with Gorgons. We agreed to a payment plan and we are paying. However an account rep **** ***** has been showing up to our business while we are open. We would like this harassment to stop while we pay off the debt. we are formally asking him not to visit our restaurant in person and please keep all communications in writing from this point forward.

  Business response

  10/17/2024

  Gordon Food Service appreciates the opportunity to respond to the complaint submitted to the Better Business Bureau, and takes the complaint very seriously. Specifically, Mr. ******** ********* states that his business is on a payment plan for a debt owed to GFS, and feels that he is being harassed while paying the debt by in-person visits by a *** employee.

  
  The complaining customer has an outstanding debt owed to GFS, in part because of returned checks due to insufficient funds. The customer has failed to fulfill its debt obligations to GFS, and GFS has taken commercially reasonable efforts to collect the debt without more formal escalation.A GFS employee only visited the customer two times in the span of two months,due to the customer ceasing payment to and communications with GFS.

  
  GFS will respect the customers requests to cease its limited in-person contact, however it does have an obligation to take reasonable commercial efforts to recover debt.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Gordon Food Store to purchase some food as I approached the cashiers the cashiers was staring and laughing at me uncontrollable and yes it was towards me because no one was standing behind me or around me I told the cashier that was waiting on me while you're laughing at me you need to comb your hair but he and the other cashier continue to laugh and stare at me so the manager approached me at the cash register and asked me what was the problem I told them that they're just standing there and laughing at me and staring at me like something is funny he told me that he knew what they were laughing at he told me that someone ran over a skunk earlier and that they was laughing at that I told him no they wasn't they was laughing at me and he was he got upset because I told him that they was laughing at me he told me to get out of his store I told him f*** you b**** and he told me no f*** you b**** we got to arguing back and forth I got in my car I went to pull up next to him why he was pushing carts and he pushed the carts right in front of my car barely missing it by hairline I told him if he would have hit my car with those parts I would have whooped his a** he continued on calling me b****** so I left and I called the owners who in charge of all the Gordon Food Stores and his name is *** ****** this man was so rude all I want is a written apology and all that was involved to be terminated from that store and for them to tell me what actions have been taken so I can be assured that the next time I come into that Gordon Food Store that I can shop without any harassment and also I would like to be compensate since *** ****** was rude to me

  Business response

  09/13/2024

  Gordon Food Service Store received a copy of this complaint, and appreciates the opportunity to respond. GFS prides itself at being a welcoming store for all customers, and takes any allegations of this nature very seriously.
  *** investigated the allegations does not believe the version of events submitted to the Better Business Bureau is entirely accurate. GFS Stores Associates were laughing at something when Ms. ******** was present in the Store, but it was entirely unrelated to her. The GFS Store Manager engaged with Ms. ********* and tried to defuse the situation and explain that the Associates were merely laughing about something unrelated but she did not accept this. Ms. ******** has not articulated a reason to justify he belief that the associates were indeed laughing at her.

  
  Ms. ******** later called GFS Customer ********************** to report her dissatisfaction, and they alerted Regional Manager *** ******. Mr. ****** investigated the matter further, and heard from multiple witnesses that Ms. ********* allegations to customer ********************** were not accurate. Mr. ****** called Ms. ******** to explain the situation, and had a rational and productive conversation, until Ms. ******** demanded that Mr. ****** take formal actions against the Store employees, including that they be terminated, and report back to her on the actions taken. Mr. ****** explained that he would be handling any necessary follow-up internally, but could not share personnel information, such as documentation or termination details; Ms. ******** demanded further action and that details be shared with her.

  
  Mr. ****** provided coaching to the Store to ensure that a similar situation would not happen again in the future. Because Ms. ********* allegations were unsubstantiated, termination of employees is unnecessary. *** believes the customer acted inappropriately towards our employees, using derogatory language and names. Given the facts and context here, GFS believes that coaching for the Store is the necessary response.
  

  
  

  Customer response

  09/13/2024

   
  Complaint: 22224264
  
  I am rejecting this response because: evidently they didn't look at the video no one was standing in the line is supper two other women at the other cash register who was also looking and laughing with the cashier and they all was looking towards me not only that if they have cameras they can see that when I pulled out of the parking lot to approach him in my car very slowly to tell him that he handled the situation very inappropriately he purposely push shopping carts in front of my car on purpose barely missing my car by a half of an inch didn't mention that did he look at the cameras I could proceed with this matter and take him to court for trying to do bodily harm to my car but I am willing to forgive he could give me a voucher or something or critic from the store because of this
  
  Sincerely,
  
  ****** ********

• 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,
  
  **** ***

*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. ↩