I wrote an anonymous letter of compaint to my bakery

[rmk1]

Do you think it's bad etiquette to complain about things anonymously? I wrote a note to the management, put it in an envelope, and am going to tape it to the door of our neighborhood bakery.

I was complatining that the salesclerks in the bakery have major attitude problems when handling customers, when the boss isn't in the store. It has totally gotten out of hand, it's really shameful. They have treated me and all my roommates rudely and I've heard what they say to other customers too.

They positively SNAP at you for not knowing the top-secret names of things in the cases (NOTHING IS LABELLED WITH PRICE OR NAME). "That's not an apple danish, that's a SWEET ROLL." "That's not custard it's PUDDING." "By "chocolate things" do you mean our FRENCH PASTRIES?!" --They scold you for not knowing the names and prices of anything, or even if you simply ask what it's called or much it costs, with this major chip on their shoulder like "They're 5.99 a dozen because they are on the top shelf" (under their breath "DUH") and clucking their tongue and rolling their eyes.

I don't want them to know my name because I live really nearby and then if I ever order something from them in the future they will know who I am-- the complaning lady...

[kathrynne]

I wouldn't tape it to the door, because it could be one of the lousy staff who opens the store that morning. They'll have a chance to intercept the note and you'll have accomplished nothing but a good vent.

I don't know about the etiquette of anonymity, but as a proprietor I'd surely be grateful to know that my clerks are chasing customers off when my back is turned, and I guarantee that I'd never come back to a place where I was chastised for using a different regional name for a product from what the clerk wants me to say. The rest of the behavior would quite likely have me saying, "You know what? I don't feel like eating your overpriced stuff anyway."

[MrsP81]

I think you should mail it rather than taping it to the door. It could easily be lost or taken by one of the staff. If you mail it and address it to the manager then you shouldn't have a problem.

[Twik]

In general, anonymous letters are not good etiquette, since the veracity of their information cannot be easily verified, and people could be unjustly slandered.

On the other hand, I can understand in this case your reluctance to have your name known to the staff, and would consider this more like one of those anonymous "rate the service" cards you find in some restaurants. However, if you're unwilling to give your own name, it would be unfair to single out any particular staff member in your complaints. Keep it general.

[rmk1]

No, I definitely implicated them all in sort of a blanket statement way. Because I think I've observed every single one of them act like this. and i signed it with my initials.

[Lisbeth]

As a business person, I wouldn't take too seriously an anonymous complaint that my staff mistreated them.  It would make me wonder what they have to hide that they couldn't give their name.

If I had the person's name and contact information, I could then respond that I appreciate their alerting me to the problem and that I am taking action to correct it, and I might offer them free business or something by way of good customer service.

So I would mail a letter with your name and contact information so the owner can get back to you rather than sending an anonymous letter.

[Chocolate Cake]

I agree with all those who stated that you should include your name and phone number.   As long as your complaint letter is factual in nature, there is no reason why you shouldn't include your contact information. 

Also, so that the letter isn't intercepted and destroyed by one of the sales associates, call and find out who the owner is and then address the letter to him/her.  Be sure to verify that the owner receives their mail at that location.   When you make the call, you don't have to say that it's for a letter of complaint.  They probably won't ask, but if they do, just say that you eat at the bakery often and you have a couple of suggestions to make. 

[CrayonOutlines]

What KeenReader said... if you include your name and contact info, the owner/manager might try to make it up to you somehow.   

[ccnumber4]

Anonymous is not the way to go.  I would flat out ask these little twits for the name / number of their manager.  If you are being meek while they are treating you like garbage, then they will continue to do it.  I am 33, but look like I am in my late teens / early 20s, and CONSTANTLY get poor service.  I have found that when I am assertive and refuse to accept rude treatment, it often solves the problem.  I am not above calling the employee on their behavior right then and there, even if other customers are present.  Usually I say, "I'm sorry, is there someone else that can help me?  You sound like you are having a bad day."  Or "I'm sorry, did I call / come at a bad time?"  This usually embarrases them enough that they back off. 

I have the same situation with a certain employee at a well-known kitchen store.  She treats me like garbage every time I come in there.  I simply request to be served by someone else, or call her on it.  Once, when I asked for a particular item, she said, "You mean the one that we NO LONGER CARRY?"  I said, very patiently, in my teacher voice. "I don't know if you still carry them or not.  I don't work here."

Good luck!  This is one of my pet peeves!

[Bijou]

Do you think it's bad etiquette to complain about things anonymously? I wrote a note to the management, put it in an envelope, and am going to tape it to the door of our neighborhood bakery.

I was complatining that the salesclerks in the bakery have major attitude problems when handling customers, when the boss isn't in the store. It has totally gotten out of hand, it's really shameful. They have treated me and all my roommates rudely and I've heard what they say to other customers too.

They positively SNAP at you for not knowing the top-secret names of things in the cases (NOTHING IS LABELLED WITH PRICE OR NAME). "That's not an apple danish, that's a SWEET ROLL." "That's not custard it's PUDDING." "By "chocolate things" do you mean our FRENCH PASTRIES?!" --They scold you for not knowing the names and prices of anything, or even if you simply ask what it's called or much it costs, with this major chip on their shoulder like "They're 5.99 a dozen because they are on the top shelf" (under their breath "DUH") and clucking their tongue and rolling their eyes.

I don't want them to know my name because I live really nearby and then if I ever order something from them in the future they will know who I am-- the complaning lady...

I think if it is important that it be reported and you won't do so if you have to identify yourself, then do it anonymously.  In this case I would probably make a call and talk to the manager.  I would not leave an anonymous note.
I am of the same mind as someone else who said they deal with rude treatment at the moment it happens.  I told one obviously irritated checker to slow down and stop flinging my can, jars and bottles down the counter because they were crashing into one another.  I don't know why she was angry and was sorry if she were having a bad day, but don't take it out on me.

[willow08]

I've always thought the best way to express your opinion about repeat poor service was not going to the establishment any more. Vote with your dollar as they say.

I had to give up my favorite local pizza place a few years ago because the guys who ran the counter behaved a lot like the bakery employees you describe. when I heard they had been replace with more friendly people, I came back. And they're the souls of charm now, which makes my lunch that much nicer.

(Turns out the owner realized his counter staff were chasing people off and fired them.)

[twinkletoes]

OP, I think it's great that you want to write a letter and tell the manager/owner as to why you don't want to shop there anymore.  It will hopefully give the owners a reason to change - if they see people just aren't shopping anymore, they might just chalk it up to "well, people must be trying to stay in shape and staying away from our pastries."  They probaby won't think "oh, it must be because of our surly staff!"

I'd re-send the letter, but address it to the manager/owner, and mail it to them.  And sign it, of course.  Most people don't set much stock in anonymous letters - and as another poster pointed out, you'd have to wonder what the anonymous person has to hide from if they won't even sign their name (and no, signing it as "a former customer" or "a concerned patron" isn't the same as writing "Susie Smith"). 

Also in your letter, make mention of how long you've been shopping there.  It will pack more punch if you say "I used to get coffee cakes from your bakery every Saturday, but the rude behavior is really off-putting." 

And remember - a small business like this lives and dies by word-of-mouth.  More likely than not, the owner/manager will want to make changes and will notify you of those changes because they want *you* to be happy (and tell your friends, of course).

[bopper]

This is what you can do  (work for any customer dissatisfaction scenario):

Dear Bakery Owner-person:

{first paragraph:  tell them when and how you use their service/store.  Tell them how you create other business for them.  Tell them how you are dismayed that things are going poorly, and when it happened so they can figure out who was working then.}
I have been going to the XYZ bakery for 3 years now.  I have always loved your fresh bread and pastries and buy them approximately once a week.  In fact I have told my neighors how great your bakery is!  That is why I was dismayed last week on Monday at noon when the sales clerk seemed irritated that I did not know the "official" names for some of the pastries I was purchasing.  As the pastries are not labeled, I asked for what looked like to me an apple danish.  The clerk snapped,   "That's not an apple danish, that's a SWEET ROLL." Similarly when I asked for a custard, they  "That's not custard it's PUDDING."

{Give examples of what the problem with mostly facts}
Also, they seem annoyed that I do not know the prices of anything.  When I asked, they said,  "They're 5.99 a dozen because they are on the top shelf" (under their breath "DUH") and clucking their tongue and rolling their eyes.

{tell them this problem is causing you consternation and you are considering not going their anymore unless they do something}
Despite my love of your pastries, I almost feel as though the clerks don't really want to sell me something and I am taking up their valuable time.   I am writing to let you know my customer experience when you are not there and that I am now feeling like I want avoid going to your bakery.  How can this situation be remedied?

-rmk
(844) 555-1234
123 Main St.
Anywhere, MA  02104

[Secret]

I see why you are reluctant to sign your name.  If the owner doesn't get the note directly for whatever reason, and the clerks know your name, they may start to "have some fun" with your food orders.  Is that why you are thinking of going anonomously?