On 3 July 2011, I went into my local Vons, more or less the corner of Topanga Canyon & Roscoe. I only needed a few items so I was done shopping fairly quick. I normally don't go through the Express Lane (15 items or less) as the normal lines are actually quicker with rare exception. Many times the customer going through the Express Lines have multiple coupons, need special services, can't find their coupon, tend to argue about what items their coupons are good for, etc., so I avoid them normally.

Today, I thought since there was only two shoppers in front of me, I would try it again. Actually there were no problems and I was next in line when a women came up with maybe thirty or so items, most wrapped in free Vons fruit & vegetable bags although the items weren't either. I noticed the number of items as did the women in line behind her. We, the last women in line and myself mentioned and showed her the Express Line signs with the 15 or less items wording. She acknowledged their existance but stated it wouldn't matter as they would take her and her more than 15 items anyway, they always do, she said. I thought the clerk would perhaps attempt to enforce the posted Express Lane policy but, I was wrong. They greeted her like any other Vons customer.

I initially continued outside to my vehicle but after starting to load up my few items, I decided to approach store management to see what store policy was. I reentered the store and asked for the manager in charge. I was guided to a short, female with short hair, I believe her name was Alice. I asked her the store policy on Express Line / 15 items or less. She stated that since she had been working at this Vons, there was no enforcement of the policy. I asked her then why bother with the signs and special lights. She stated that they had secret shoppers that came into the store and the signs were required to be in place but no one enforced the Express Line policy.

I expressed my displeasure and made a poor analogy and asked if I walked out of the store without paying would that be alright. Naturally her response was no.

If there is no enforcement of the policy, then why bother putting the signs up or holding the stores responsible for having signs up or lit. I appreciate customer service. I also appreciate rules, policies and guidelines. I understand exceptions to all of those but, they are not supposed to be the norm. If the managers are afraid to enforce policy, either train them, replace them or just do away with all policies we don't want to enforce and let everybody do what they want.