"You can make as many superficial changes as you want, whether you change your stores' layout or redesign your logo."
Agreed. Talk about 'lipstick on a pig' (ugh, and I hate that I think of Sarah Palin when I say that)...you can dress up your hip new store, Mr. Reade, but with sub par customer service? You're not fooling anyone.
"I really have to commend you all at Duane Reade. How you manage to stay in business despite poor prices and nonexistent customer service is a testament to your stunning business acumen. I salute you. I've been a customer at various DR stores throughout the city and if there's one particular trend I've noticed is that you all hire the worst, or shall I say greatest, derelicts and degenerates for your staff. The fact that I can buy the same items at CVS, Target or even Bed Bath and Beyond at the same or cheaper prices does not even bother me so much as your staff who are often outright rude and/or totally inept. I don't think these are isolated incidences but a problem across the board. This, however, will no longer be an issue for me as I plan to never step foot inside another Duane Reade again.
Today I was in one of your stores, located at 42-28 Main St., and I could already tell that the lone open cashier serving the line that was 6 or 7 customers deep was going to provide me with another memorable Duane Reade Shopping Experience. I watched this esteemed employee get irritated with a mother who decided she no longer needed the extra can of baby formula. After waiting a good 10 minutes, as 3 or 4 other employees were idling nearby, it came my turn to check out. Not only did your esteemed employee return my Duane Reade card by tossing it on the counter as I held my hand out, he practically threw the change in my hand, causing all the coins to drop. Nary an apology or attempt to help pick up the coins. Meanwhile, his manager Carlos, who was also idling nearby after voiding the previous customer's purchase, watched without uttering a word. This is a typical shopping experience for myself and all the customers who have ever shopped in this store.
You can make as many superficial changes as you want, whether you change your stores' layout or redesign your logo. The real problem lies in the fact that you are consistently losing customers due to noncompetitive pricing and your mentally deficient employees. So it does not surprise me now that your company is drowning in debt or that your corporate leaders are in hot water with the law. From the top down, you all suck."
From what I'm told, it's been a year since this letter was sent and no response from our friends. I would recommend the customer service Twitter feed...but they haven't written shit since May.