Kroger

P.L. of Spring, TX November 23, 2009

My daughter and I visited the bakery at the Kroger store located at Treaschwig in Spring, TX on Saturday (11/21) at 9:45 a.m. A Kroger employee was standing behind the bakery counter, and we greeted her with a friendly "hello" as soon as we walked up to the counter. The bakery employee did not acknowledge our presence (we were the only customers in the bakery area), and continued to stare straight ahead with a slightly perturbed expression on her face.

We waited a few seconds and then tried again, by politely asking the employee if we could see one of the bakery's wedding cake sample books. The bakery employee then proceeded to lecture us for asking to see the wedding cake sample book. She demanded to know the date of the wedding, and stated that "wedding cakes take at least two weeks", etc. I was stunned. I very calmly replied that we were only in the planning stages for my daughter's wedding, and that we would really appreciate it if we could see one of the store's wedding cake sample books.

The bakery employee seemed to think about this for a moment, and then reluctantly handed me a sample book. My daughter and I looked through the book, and she found a cake that she really likes, but after the truly bizarre and rude treatment that we received from the Kroger bakery employee, I am sorry to say that I would be very uncomfortable trusting this store with my daughter's wedding cake.

Diannie of Houston, TX November 20, 2009

I am complaining because I feel when a customer enters the store you should be able to get a basket to shop with. On several occasions upon entering the store on telephone rd. and bellfort there have not been any baskets to shop with and you can go out on the lot and still cannot find any baskets. Well on November 15th or 16th or there about I visited the store as I do 2 to 4 times a week and could not find a basket. This time I decided to inform the manager and she stated the baskets are being taken in the neighborhood and under the bridge. Then she turned around and continued doing what she was doing.

Now I as a regular customer cannot do anything about the loss of the baskets however as a paying customer I feel she should make every effort to satisfy her customers which is why she has a job. I am aware the baskets are in the neighborhood but I did not put them there and I want to shop without worrying about having a basket. She made no attempt to satisfy me. She kept doing her set up of decorations. I am so frustrated because not only do we have to look for our baskets more times than need be there are no lanes open except the self serve or just one cashier and a long line. Look you can see I have not complained in the past but enough is enough. This is our neighbor hood Kroger and we would like to have better service with more baskets available and more lanes open for our convenience. I would appreciate this matter checked on and a response.

Tammy of New Albany, OH October 22, 2009

I have been trying to find where I can make a valid complaint. I hope that this gets to those concerned about problems and concerns at a particular store. I have just arrived home. I work the late shift in a surgical department at a major hospital in Columbus and I live in New Albany, Ohio. Here's my complaint.

I frequently shop at Krogers in New Albany, the Hampsted Village Ctr. address. This particular store closes at 1 a.m. and I usually get there around 11:45 p.m or closer to midnight. I've been noticing that the employees that are usually there seem to "huddle" around and are talking but it never bothered me so I would just buy my items and leave.

However, tonight I ran in for some items and after doing the self-checkout the cash I brought in was about 3 short so I quickly left my items and walked outside, going by the "attendant" and the other workers whom I believe clean the floors etc. They were in the first checkout talking. I walked out and walked back in and over to the furthest self check-out where my groceries were and because there had been the delay it kept saying "attendant notified". Well, I knew she was talking and didn't look by way, although I had walked out and back in just a few moments earlier, so I just stood there pushing buttons to try to check out. I probably was there for going on ten minutes and kept looking over hoping someone would come over, as my child was very sick at home and the items I had were important to take home to her. Needless to say, she never even looked my way or anything.

I decided at this point, even though my daughter needed these items and liquids, that I would just forget it and go up the street to Giant Eagle. On my way out I interrupted her talking with her co-workers and asked was there an attendant over there? She kind of smiled and said yes and motioned like she was going to take care of it and I just politely said "no".

So, [they] have lost a very frequent customer, that shops there late at night and also on the weekends. I am not sure there is even a Manager on duty there, doesn't seem like it. Sadly, it has become not the store it once was, where [they] had employees there wanting to help you and attend to anything you might need. I am sure there are others just like me that probably won't take the time like I am doing to complain. I am hoping this gets to the correct people, Managers, whomever that may address this issue. Thanks. My daughter who was sick with the flu at home, had to wait on the items I was buying because I had to shop for them all over again at Giant Eagle further from home.

Ananda of Georgetown, KY October 10, 2009

The last experience any customer needs while shopping is an altercation, especially with a customer service employee. However, there have been several disharmonious encounters with a particular Krogers' customer service employee where I routinely shop. Therefore, it is imperative to formally address the latest incident; thereby express my displeasure with the situation.

On October 8th, after checking out groceries at the self-service checkout, I realized that I purchased the wrong loaf of bread. Instead of Sara Lee's Soft & Smooth 100% Whole Wheat bread, I purchased Sara Lee's 100% Wheat bread. Since there was a dollar difference, I inquired about exchange with the clerk attending the self-service counter. She directed me to the customer service counter in order to exchange the loaf of bread. Thereafter, I got the correct loaf of bread and returned to the customer service counter.

Once there I explained the situation to the attending customer service clerk referred to as Nicky. She was handed both loaves of bread along with a receipt, which validated the bread being exchanged had been paid for already. Nevertheless, as Nicky began the transaction, she questioned which loaf of bread was to be exchange, and thus I pointed to the bread. Once the bread transaction was completed, I requested two packs of cigarettes. In the interim, Nicky began bagging the wrong loaf of bread, and so I brought the error to her attention. Immediately, Nicky became defensive as she grabbed the correct loaf of bread and began shoving it into a bag.

At that point, I offered to put the bread in the bag, and in doing so, Nicky's demeanor worsened. While mumbling something, in a sense of urgent resignation, she quickly raised her hands while pulling them away from the bag. Out of concern, I stated "calm down, it's not all that serious." From that, moment onward communication diminished. Finally, I requested to speak with a manager, which flared Nicky's less than harmonious disposition.

In short, a self-service clerk had to page a manager for me. Throughout the entire situation, Nicky exhibited less than mature behavior and professionalism for someone working in customer service. In other words, Nicky's behavior was not only rude, but also disrespectful. Such behavior is unnecessary as well as unacceptable. As stated earlier, there were other encounters prior to the October 8th incident, however. In the past, I have overlooked Nicky's rudeness to the point of avoiding customer service whenever she attended the service counter.

My drive to Krogers was a bit over ten miles, passing two local supermarkets, in order to shop at Krogers. However, the latest incident has ended my routine business with Krogers. Consequently, I refuse to continue to shop at a store where an employee's fickle disposition creates an unnecessary embarrassment for the both of us. Considering this was not an isolated incident, someone has to take the higher road. In the meantime, it is my wish that Krogers acknowledge my grievance with a response.

June of Greenville, KY October 1, 2009

On October 1, 2009 I went to check at acout 12:30 P.M. and the cashier in the check out line I was in had finished checking out the person in front of me. I put all my item on the chout belt and stood there for several minutes waiting for them th end the conversation afet about 5 minutes I noticed the check next one over was empty so I put all my groceries back into my cart and went to the next checout counter. I got checked out , groceries bagged and on my was out the doo. The cashier named Ruth Ann who has work there for years was still talking to this woman. She saw me standing there and put my groceries back in the cart. I think this was very bad behavior to a cashier.

Marion of Carrollton, TX September 30, 2009

I went to customer service to get a rain check for an item that was not on the shelf. I was met by an Hispanic woman who said "Well you don't have to buy 3 of the item" I said to her I know that you don't have any of the item on the shelf the item was Diamond dry roasted peanuts 16 oz 3/5.00. Then she told her coworker a white male clerk who checked the flyer to see if the sale item was listed in the Kroger flyer. Then he went to the isle and shelf where the item was to be. I waited and had to go to the isle and show the clerk where the item was not.

Then I complained about the time spent to give me a rain check. The male clerk then said to me well the item is not listed in the flyer. I said to him it is listed if it wasn't I would not know the item was on sale. I immediately looked in the flyer and showed him the advertisement for the peanuts. He said "sorry". At this point I was frustrated having to wait for a rain check as well as do their job in showing them where the item was not as well as where it was in the flyer. I called for a manager expressed my frustration and the he just said okay. The Hispanic woman told me to have a nice day and I told her to have a nice day.

If what I experienced was good customer service I say no way. I believe I was racially profiled because I was Black and my frustration was not dealt with and the service was awful. I had no reason to lie about the sale they advertised it. I was not given the rain check until I showed the clerk the sale item in the flyer. I have been in customer service for 27 years and my experience at Kroger 9/30/09 was frustrating and time consuming.

EDITH of COLLEGE PARK, GA September 1, 2009

On August 31, 2009 shopped in store, spent approx. 70.00, when I got home I did not have my paper towels (7.99) and my bathroom tissue (7.49). went back to the store and spoke to manager, He told me that it looked like the cashier had put the large items on the bottom of the cart, I told the manager that I am 67 years old and because I cannot remember to look under cart i always ask them to put my items on top so I can see them.

I have shopped at this Kroger for over 20 years and I thought that being a senior citizen, living on a fixed income that maybe I made a mistake by not looking under the cart,but maybe he would consider giving me one of the items, he said it was my fault and there was nothing he could do, being a lontime Kroger customer I was really disappointed.

Katherine of Jackson, MS August 30, 2009

I purchased 4 bags of Steam Whole Green bean (Premium Select) because there was a sticker (white Sticker) showing 1.99 each (I forget what Kroger calls the sale). When it rung up, I noticed it rang up for 2.49, the cashier called a lady over (yellow shirt) after I checked out. She went to frozen section, came back and asked me to show her what I was talking about. I went with her, showed her, she said the numbers weren't the same. Said the package must have slipped over, I told her the sign showed exactly what I bought. Asked her how many steam whole green beans (Premium Select) they had. She said I could get my money back, took the sign off the frozen rack. I could not get her to listen to the fact they were on sale. The sign was there, the description matched, but I was charged .50 more for each package, plus tax is 2.14. That's a big deal to me. I waited to report t/his, but it just/ kept on bugging me. 8/30/09 3:27 PM, cashier Laquinta, total 42.35. Can't believe Kroger doesn't honor the sign posted and their Management isn't honest.

Becky of Ypsilanti, MI August 27, 2009

I normally shop at kroger between 8-10am. Today, 8/27/09 at 8:30am. I was at the U-Scan check-out. I bought just a few items. I had two packages of Danish (apple & cream cheese), both of the same size from the bakery. Both Danishes had a label "buy one get one free". I didn't notice the price difference with the original price (4.99 & 3.99) when I was scanning. I just notice It didn't scan as taken one off.

I asked the lady right after I had scanned the danishes. She said it will be taken off at the end. Of course it wasn't taken off. Again, I asked her to show me where it was taken off on the receipt. She looked at it and said I didn't scan one of them but it was okay cause it was free anyway and sent me on my way. I was puzzled, I was sure I had scanned it, so I double checked all my items outside. Sure enough, both danished were scan and this was when I notice the price difference.

I had to go back in and went to the customer service desk. Lucky me, I got the same lady. I didn't even have to tell what had happen, She looked at it and told me I had to buy the same flavor danishes but when ahead and gave me back my money back with an attitude. The lower cost danished 3.99 she gave me 3.89. She cheated me 0.10.

I will never shop at Kroger again. The stores are loosing money and they are trying to find ways to scam people. I can barely afford my grocery and for Kroger to try and cheat like this. People need to be extra cautious when shopping these days. Angry that I still lost money after the whole ordeal.

Timothy of Shelby Township, MI August 20, 2009

When I am parking my car, I watch as many employees are leaving for the day. They have taken up all of the close parking places. I complained to the manager. She assured me that she would talk to the employees. I have gone back to the manager three other times. And today again I witnessed the same people parking in front of the store. So the best parking spots are in use for 8 hours every day for employee use instead of customers. Bad idea. I guess I'll be going to WallMart, from now on.

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