I am very concerned about the way a young black man and his family were treated at the Saco, Maine store. I am glad that you reached out to the family, but I feel strongly that your employee should apologize.
How will this young man and his family ever feel comfortable in your store again? I hope this matters to you. It sounds like before this problem was resolved, not only this young man, but also his father-in-law were banned from Shaws. The police were sent to his house to deliver this "no trespassing" notice?
Is this how you deal with someone who is, maybe, drunk and disorderly in your store? When do you "ban" people? What is your policy? Is it consistently applied?
It is NOT OK to treat customers this way.
I have gone to the Shaws in Concord, NH for years. I will not frequent Shaws again until I know that an employee who treats someone this way faces consequences.
Reason of review: Poor customer service.
Preferred solution: Have employee apologize to family and let press know when that has happened..