ARCO

To whom it may concern:

I would like to begin by stating that I have been a regular patron of this ARCO establishment since its inception located at 6240 Freeport Blvd, Sacramento, California. Primarily, I have utilized their services for refueling my vehicle and have also made numerous visits to purchase lottery tickets and various other items. Throughout this time, I have consistently experienced satisfactory customer service at this location. However, I wish to bring attention to an incident that transpired on the evening of October 6th, 2023, at approximately 6:40 PM.

On this occasion, I refueled my vehicle with a full tank of gas, after which my family and I entered the store with the intention of purchasing lottery tickets. Regrettably, we encountered an extensive queue due to the presence of only one cashier attending to customers during a notably busy period. The cashier who assisted us was Robert.

Initially, my younger daughter presented a winning lottery ticket for redemption and requested two quick picks for the Powerball. Robert inquired whether we preferred to have both quick picks on a single ticket or separate ones. My daughter indicated a preference for a single ticket, yet upon returning, Robert issued them on two separate tickets, contrary to our request. Despite this oversight, we chose not to voice our concern at that moment.

Subsequently, I handed Robert a pre-filled lottery slip for processing, which proceeded without error. Finally, my older daughter sought to obtain two quick picks for the Powerball. Once again, Robert sought clarification, asking whether they should be combined on a single ticket or issued separately. We indicated our preference for a single ticket. However, when Robert returned from the ticket machine, he inquired once more about the quantity, to which I confirmed that we wanted two quick picks. He then inquired whether it was for the Powerball, to which I affirmed positively.

Approximately 40 seconds later, the cashier, whom I previously identified as Robert, once again posed the question of how many quick picks we desired. In response, I clearly raised two fingers, repeating my request two to three times for added clarity. Acknowledging my response with a nod, Robert proceeded to retrieve the lottery ticket. However, on this occasion, he printed four quick picks instead of the requested two. Robert remained at the register, contemplating the ticket in his hand. Observing the error, I promptly reminded him that we had originally asked for only two quick picks, not four. In haste, he retreated from the register, expressing his intention to seek assistance due to his uncertainty in rectifying the situation. We agreed to await his return, and he left the register area, though his destination was unclear, as he ventured either outside or within the store office.

This is where the situation took an unexpected turn. A few minutes later, Robert returned, accompanied by a female cashier named Melissa. Her demeanor appeared disengaged, as if her break had been abruptly interrupted. As Melissa assumed her position behind the register, she exhibited signs of disorientation and inebriation. Without extending an apology or seeking clarification regarding the situation, she raised her voice in my presence, even in front of my daughters. Refusing to acknowledge the mistakes made by the store's personnel, she escalated the situation further by shouting at me.

In an attempt to communicate the events calmly, I endeavored to explain the situation to her, but she adamantly declined to listen. Consequently, I raised my voice in response to her unprofessional conduct, as it became evident that she lacked the capability to rectify the ticket errors. Her behavior and demeanor strongly suggested substance intoxication, accompanied by an unpleasant odor. Instead of addressing the ticket discrepancies and assisting me, she withheld our winnings and a prepaid lottery slip (which had not been paid for yet). She then declared that she had no obligation to provide service and instructed us to leave.

I stood there in disbelief, having to request our winnings and the return of my prefilled lottery slip. Melissa's behavior during this encounter was marked by extreme rudeness, disrespect, and discrimination. Notably, no profanity or offensive language was used by us, as we conduct ourselves as civilized and educated individuals. It is perplexing why personnel of such disposition are permitted to serve customers. Robert, on the other hand, remained silent and did not acknowledge his involvement in the initial error, leaving us unfairly penalized and expelled while we were attempting to maintain a civil and reasonable demeanor.

I also inquired of Melissa whether there was any signage displayed within the store premises stating "We reserve the right to refuse service to anyone." Regrettably, I did not observe any such sign, either inside the store or on its windows. This situation is both disconcerting and perplexing, as we encountered errors in service, coupled with rude and aggressive behavior, culminating in a refusal of service.

This series of events has compelled me to share this feedback, as it deviated from the typically satisfactory level of service we have come to expect from this establishment. I trust that this incident will be regarded constructively to maintain the high standard of service that has been characteristic of ARCO.

In conclusion, I respectfully request that the store manager contact me promptly in regard to the aforementioned incident. It is my sincere hope that the employees who displayed unprofessional conduct towards me, in front of my daughters and other customers, will issue a formal apology for their actions. Furthermore, I believe that it is essential for appropriate consequences to be implemented as a measure of accountability for the behavior exhibited by these two employees. Your attention to this matter is greatly appreciated, and I look forward to a timely resolution.