Sunset News - San Francisco, California

Cindy H.

Subject: Formal Complaint Regarding Unprofessional Behavior by Salesperson at Sunset News store.
Dear Airport Management,
I am writing to formally express my deep dissatisfaction with the service I received from a female Filipino salesperson at the Sunset News store located beside International Departure Gate D12. My encounter occurred at approximately 4:30 PM on May 31st, 2024.
As a first-time visitor to San Francisco, I was appalled by the unprofessional and disrespectful behavior exhibited by the female salesperson on duty. After selecting a gift, I approached her to make my purchase. She was engaged in a conversation but reluctantly attended to me, displaying a noticeable lack of enthusiasm. When I indicated my intention to pay with cash, her demeanor shifted drastically to one of clear irritation. She responded with, "Oh god, you are paying by cash?! You should have told me that. This cannot be paid on this machine," followed by an annoyed instruction to use a different machine.
Her initial attitude was already unsettling, but she compounded the situation by admonishing me again with, "You should let me know earlier if you want to pay by cash!" Her tone was highly unprofessional and condescending. In response to her unwarranted hostility, I placed the cash on the desk, which prompted her to accuse me of being rude. I tried to explain that her attitude had prompted my reaction, but she dismissed my concerns and continued to accuse me of rudeness.
Moreover, she indicated that there was a sign about the payment methods, which I supposedly failed to see. This is unreasonable as it is not the customer's responsibility to navigate such ambiguous signage, especially when the two machines are positioned so closely together.
This interaction was not only distressing but also left a lasting negative impression of San Francisco. Such behavior is unacceptable, particularly in an international airport setting where first impressions are crucial. I urge the management to address this issue promptly by providing the necessary training to ensure that all employees maintain a standard of professionalism and courtesy.
I hope this feedback will be taken seriously to prevent other travelers from experiencing similar treatment. Thank you for your attention to this matter.
Sincerely,

Sean H.

Most useless employee i’ve ever seen. Long line for self checkout but this waste of space would not let people pay with cards at her terminal and no one had cash

Relaxing S. A. M. B. M. B.

04/26/24 @ around 11am: My daughter and I went to buy a kinder egg at Sunset News, SFO airport. Because I have my entire attention to my daughter, I didn’t noticed I stood to a register that is closed. The employee said, this register is closed. On my way moving to the next register, this employee (female), thinking I cannot understand Tagalog, rudely stated in (filipino language) - “You already saw it says Next Register right?!” (“Nakita mo na nga next register pls di ba!).

I believed people who works in this industry should know best what customer service means. Speaking on a diff language behind customers is frankly rude behavior that the company must not tolerate. It’s not fair for the business to be labeled with poor customer service because of such employee.

Joel M.

I can't believe the attitude of the filipina cashier at this store! She was so rude and unhelpful when I was trying to make a simple purchase. It's like she didn't even want my business. If you don’t like you job just quit.

RCS S.

Got some drinks and chips and the lady was so friendly.

Julian L.

The worst customer service. I would never even think about reviewing an airport store over a $5 toy but she was THAT terrible. My kid bought a little toy. Walked around the corner to D16 gate. Sat it down on the table and realized it was cracked. Walked back and my 6 year old asked if he can get a new one. She said it wasn’t broken when we bought it and we had dropped it and broke it.
Unbelievable.

Michael W.

Ein ordentlicher Zeitungs- und Snackstand. Alles gut. Für einen Flughafen normal teuer.

Hiral P.

I went at 10:20 to use a Voucher an airline had given me and the store closes at 10:30. The lady was annoyed and didn’t talk properly since was in hurry to close. Horrible experience.