I think you have a valid concern, but I think your letter is MUCH too long for a very busy manager to read and process and act on. Here's my suggested edit. I took out lots of detail that might not help the store make a better policy going forward.
Agree! (though the "valid concern" I see is that Mark didn't help you. I don't think it's unfair for them to say, "our late-night service is not quite as robust" and therefore not open a regular register. If Mark had helped you, it would have been much the same in your experience, and since you had a really big cart, it's not like you are being a snowflake).
I am a regular shopper at GroceryStore at Location. However, I was disappointed when I attempted to check out on DATE at 12:40 AM and the only lanes open were the self checkout lanes, and an employee, Mark, refused to open a checkout lane when I approached him with my full cart.
He dismissed my concern that I would not be able to fit all my items in the small bagging area. I went ahead and checked myself out, taking at least 10 minutes to do so. I did have to awkwardly stack several bags and items on each other. At no time did Mark come back and offer to help. Instead, he stayed at the front, chatting with another employee.
I am disappointed in this poor customer service and would like to know if it is company policy that only self checkouts are available at certain times/hours. If it is, I would suggest that this be posted prominently at the entrance. It would help customers make informed shopping decisions.
I spent $247.76 on this shopping trip, and had 72 items. Having to check out this order myself was a major inconvenience, and I may not return to Store.
I am a regular shopper at Store at XX Something Road, but my experience at the checkout on Date at 12:40 p.m. left me very disappointed. The store's apparent policy of refusing to open regular checkout lanes, even when customers have a full cart, as I did (72 items!), should be reconsidered. If it is indeed store policy, self-checkout-only hours should be posted prominently for customers to make an informed decision.
In particular, the attitude and behavior of Store employee Mark was inappropriate. He refused to attempt to open a regular lane, dismissed my concerns about smashing groceries in the too-small bagging area, and chatted with another employee instead of assisting me.
I hope these concerns can be addressed. I would like to continue to shop at Store, but the unavailability of regular checkouts will keep me from doing so.
I might also say: "If you are going to have only self-checkout during off hours, I suggest you instruct employees like Mark that they are to step in and assist people who are purchasing large numbers of groceries, so that the difficulties I encountered will be eliminated. The employee can help when the machine gets testy because items have been removed from the bagging area, and can help wrangle the large number of groceries."