[Resolved]  Big Bazaar / Futurebazaar / Future Retail / Hometown — store manager's behavior

Address:

Gautam Buddh Nagar, Uttar Pradesh

I have submitted the following complaint on the Future Group website but would also like to submit it here:

Yesterday, on 30 July, 2017, I visited Big Bazaar at Great India Place Mall in Noida. I am deeply hurt and upset by the way I was treated by the manager, Nidhi Gupta. My line was moving slowly due to the customers in front of me having many items and the cashier having to leave the line in the middle of their transaction to check the balance on their store cards. During this time, an impatient girl attempted to cut me in line multiple times. I simply told this girl she should not cut me in line. She then cut another line, and from the other line she began to yell obscenities at me. She called me a "judgmental #####" and told me to go back to my country because I have an American accent. I was very offended by this statement, since I am of Indian ethnicity and have lived here for over a year. When the manager came to address a separate issue with our cashier, I got her attention and told her about the customer who was cutting people in multiple lines and yelling at me. Instead of addressing the issue and treating me with respect, Nidhi Gupta told me that she cannot do anything about people who cut in lines and said the offender "is a customer." Was I not also a customer? Is it not the responsibility of the manager to make sure the lines are moving smoothly? Nidhi Gupta proceeded to speak to me condescendingly and implied I am not a customer worthy of respect or partial treatment unlike the local girl who clearly needed to be told how to be behave in a store. Instead of explaining to the girl she should not cut people in lines and should respect other customers, Nidhi Gupta yelled at me and told me to "calm down" which upset me even more. She gave more importance to a customer who had two small items while I was purchasing many items and was waiting patiently in line with respect for other customers. I was outright discriminated against because of my American English. I was not treated like a customer but rather as a second class citizen who is not welcome to shop at Big Bazaar. Because of Nidhi Gupta's behavior, I will not be shopping at Big Bazaar again despite being a regular customer for the past year and spending tens of thousands of rupees at this store. I have no words for how hurt I feel by the way I was treated by this incompetent, rude, and racist store manager. Instead of an apology for the delay in the transaction and being thanked for my patience, Nidhi Gupta sided with an impatient, rude, and disrespectful girl simply because she is a local. Nidhi Gupta repeatedly offended me and hurt my feelings with her words and actions. I wanted to bring this to your attention because you may lose more business than mine since Nidhi Gupta cannot professionally resolve issues between customers. She brings her personal bias to the situation instead of being partial and fair.

Attached is a picture of Nidhi Gupta after I went to the counter and tried to talk to her. She was on the phone, and other than giving me a dirty look she ignored me. I was only able to get her name from another employee.