7-eleven

TO WHOM IT MAY CONCERN If I could rate zero stars that it would be! I will ensure this is publish to the BBB as well as reported all the way up the franchise chain. At approximately 13:20 on 06/18/2022 at 7/11 located at 4640 Lee Hill school drive, Fredericksburg Virginia. I experienced the worst customer service at the hands of the 7/11 store owner Mr. John Jacoby who displayed poor customer service and a level of unprofessionalism next to none. Mr. John Jacoby stated “he shouldn’t have to press any keys on lottery machine to run a customer’s Lottery slip. On this particular afternoon like any other I headed out to the 7/11 to play my lottery numbers. The lottery slips have the option for repeat play which requires the cashier to enter the number of repeats. I gave my slips to Mr. Jacoby’s spouse who was having difficulty with the printer which I proceeded to assist Mrs. Jacoby on how to fix the issue. Mrs. Jacoby was very receptive and appreciative of the assistance and even mentioned that I knew the lottery machine very well. Shortly thereafter the lottery machine started to encounter other issues while I patiently waited for the staff to fix. While I am not complaining about the inconvenience of my time it is taking for the staff to resolve these issues. Mr. Jacoby appeared from the office area of the store and was already irritated by the fact that the lottery machine was having issues. Mr. Jacoby then directed his frustration towards me the customer stating that “I am intentionally holding up his line by playing over a hundred dollars worth of lottery” which is complete insanity. I have been playing Virginia lottery for several years and had never experienced anything like this and the level of disrespect was overwhelming and unnecessary. Mr. Jacoby continued his negative rants about how much money he makes on selling Virginia lottery “a nickel to every ticket” and was frustrated by that alone. I responded by saying that is something you should vent or take up with Virginia lottery. Mr. Jacoby continued his tirade and stated “other customers who play over a hundred dollars worth of lottery doesn’t take up time in his line” which doesn’t make any sense. Let’s keep things in perspective the lottery machine had numerous malfunctions to include paper jams and to mention much of those issues was attributed to the lack of owner and customer knowledge and understanding of how the lottery machine functions. Mr. Jacoby went on with his tirade to even show how he had a picture on his store wall bragging about his awards for customer service over his competitors in the area. If this is the way customers are treated at this particular franchise 7/11 store this reflects poorly on the 7/11 franchise and brand as well as community to which it serves. The lack of customer service and mannerisms from the owner himself for this particular store is not in good customer standing nor deserves to be under management of such poor leadership that affects an entire franchise that has such a long history of service to the communities they serve in. I ask that this type of behavior be invested and dealt with in a timely to prevent any further damage to the 7/11 franchise.

Every day I look forward to entering the 7-11 establishment to be greeted by Sue, one of the most kind, appreciative, and cheerful people I’ve met. She welcomes me every morning with a bright spirit and offers her help whenever I need it. Sue has, by far, the greatest customer service I’ve ever experienced and continues to make every day I walk in, a day to look forward to.

This place is a magnificent piece of friendliness. Sue is one of the nicest people I’ve ever met. She has memorized my name and every time I come in she greets me even if she is in the middle of helping another customer. She is a wonderful example of a human being. Sue makes coming to seven eleven a part of my daily routine. Sometime I go and buy food, not because I’m hungry but because I just look forward to seeing Sue

I agree with Rebekah, Sue runs that store and if she is not a manager, she needs to be. Promote, give a raise, or give her the store entirely. She is there working on her off days to ensure things get done, and ALWAYS greets me and everyone by name. Her managerial and customer service skills are beyond expectations! How often do you find somebody that works this hard? As long as she is there, I will continue to go. Thanks for making our days better Sue!

I never thought I’d leave a review for a gas station, but I’d like to recognize Sue for her remarkable customer service skills. She takes the time to memorize regular customers by name, chats with them and will even remember their usual food orders. She’s adorable. I’m not sure who actually owns the store, but that place belongs to Sue.