Inaccurate and Offensive

Date: 4/3/01 7:16 PM Received: 4/3/01 8:28 PM From: Corinne and John Lam Ma, lamma@sk.sympatico.ca To: timothy@ftlcomm.com Dear Mr. Shire, As the wife of the Produce Manager of Extra Foods, I find your article on the produce section totally inaccurate and offensive. I have no doubt that at times when people buy reduced produce that they have found spoiled fruit or vegetables at the bottom of the package, I have as well. However, I can reassure you and anyone reading your slanderous article, that my husband or any of his staff working in the Produce section never under any circumstance try to "cheat" the customer into buying rotten food by placing spoiled merchandise under better quality product. Produce naturally spoils from touch and the weight of the fruit above. And if you have ever spoken John, and asked him to open a package so you can see the contents or to remove spoiled material he would gladly do so and has done so for others. You are of course referring to a .99 cent package that would likely be worth double or triple but if you have the time and are so inclined to dicker over such things please do so. As far as being friendly and customer service oriented, I think you would have a difficult time finding anyone more so inclined than John. He is extremely active in the community and is continually praised by many for his pleasant manner at work and willingness to help customers. I would also suggest that you have a conversation with the Bakery/Deli Manager. Bea is polite, competent and always willing to discuss her product and the quality thereof. I do agree that as with many large chain stores the community spirit and home-like atmosphere tend to be missing. But we must all maintain perspective and realize that the staff has little to no control over pricing policies and heating systems (although I am not totally in agreement with your suspicions). They do however, have total control over common courtesy and customer service. If you find that lacking I would suggest that you make a formal complaint detailing specific information rather than damning an entire staff or making false accusations based on a suspicious nature. Sincerely, Corinne Lam Ma

Corrine you are absolutely, right. I will publish your letter tomorrow with an appology because your husband and everyone of the clerks are exceptional and a credit to their work and to this community. I was in error not to be specific about the people who blast down the illse oblivous of customers and it is my mistake not to have been able to put names to those two, and only to bulls in the store. As for my remarks about the buried treaasures that need only happen once for it to be to often. Deception, be it deliberate or accidental is simply wrong and on that I am totally uncompromising. But most of all I want to thank you so much for speaking your mind and responding to my story. I am completely sincere in this because I truly regret any negative comment that might reflect upon your husband and his co-workers who have been kind and courteous to me on every occassion. Sincerely Timothy W. Shire

Date: 4/4/01 8:07 AM Received: 4/4/01 7:53 AM From: Margaret & Steve Krutz, smkrutz@sk.sympatico.ca To: timothy@ftlcomm.com Your article concerning the Extra foods staff sounded like you were having a bad day and needed someone to vent your frustrations on!! We have purchased the 99 cent reduced packages of produce for years and anyone who knows anything about produce knows that when it is wrapped in a package such as that, it spoils much quicker than when it is out in the open. Further more everyone knows that this produce is on the verge of spoiling therefore it is priced for quick sale. If you don't like it, why buy it? Also the produce manager is a very personable and obliging person. Just ask him about a product and he is quick to give a sample or answer questions. Of course if you are in too much of a hurry to do this you really shouldn't expect him to be a mind reader. Sincerely Margaret and Steve Krutz