Kroger Customer Service Issues

I reside in Surprise, Arizona, and usually frequent your Fry’s store located on Waddell and Litchfield Rd. Lately, I have raised some concerns to the employees at this store and have received unhelpful and disrespectful responses. Although the store opens at 6 am, there is no cashier available until 7 am, and when questioned, I was advised to use the self-checkout and simply accept it without any consideration. Moreover, the deli does not open until 9 am, creating inconvenience for early shoppers. I find it puzzling why the store operates without providing these essential services during their early opening hours. The staff also seem uncooperative when asked to assist in locating items not on the shelves. This negative experience is unique to this particular store, as other Fry’s locations in the area have been courteous and helpful. I urge you to address the issue of rudeness among the employees at this store as it has deterred me from returning.

The three Kroger stores near me have stopped selling my most beloved Kroger brand ice cream flavor, "Black Walnut." After inquiring, I was sadly told they won't be restocking it anymore. I have gone to great lengths, driving up to 2 hours in the past to find unavailable items. I'm curious if all Kroger stores have discontinued carrying Black Walnut ice cream. I have tried other brands like Baskin Robbins, but they don't compare to Kroger. I hope this isn't a decision all stores have made. Sincerely, Brenda S., turning 74 this month, and reluctant to give up such a delightful treat. Email: [redacted]

My Kroger online account has been locked for over two days. I have spoken to seven different customer service representatives without any success. My bank confirmed my credit card is active, and there are no suspicious transactions. Despite this, none of the representatives I spoke to could assist me. They claimed the system would automatically unlock my account, but this hasn't happened. Some representatives seemed unhelpful or uninformed about online accounts. I would appreciate it if the company could unlock my account promptly.

I recently noticed that the new software update on the gas pumps makes it much more complicated to use. Previously, all I had to do was choose the grade of gas, prepay at the window, or use a credit card. Now, I have to navigate through multiple choices, input gallons in specific increments, and select the gas type each time. The pump used to remember the gallons previously pumped, but now it doesn't. This new system is unnecessarily difficult for customers. If the goal is to discourage customers from returning, then this update is successful. I hope the pumps can be reverted to the previous software version for a more user-friendly experience.

Subject: Quality Control Issue with Nature's Bounty Fish Oil Purchase at Kroger To whom it may concern, I am writing to address an issue I encountered with my recent purchase of Nature's Bounty Fish Oil, [redacted] mg, [redacted] ct at Kroger located at [redacted] Main Street in North Myrtle Beach, SC on June 15, [redacted]. The barcode for the product is 74[redacted]9, Lot [redacted]-02, with an expiration date of 11/23. I bought a bottle of the mentioned product on June 15 with a digital coupon, bringing the price down to $4.99. However, upon inspection, I discovered that the protective outer plastic seal was missing, and the inside seal appeared to have been tampered with. This raised concerns about the product's safety and quality. When I requested an exchange on June 16, I was charged an extra $1.08. I believe it is unfair to be charged for an issue that was not caused by me. I am requesting reimbursement for this amount and urge Kroger to improve its quality control processes to prevent similar incidents in the future. Kind regards, Kevin H. [redacted]

On June 28th, at the New Albany Ohio store, I bought a $[redacted] Amazon gift card. Unfortunately, when I opened the package, I discovered it had been tampered with. Another gift card without a Claim Code had been inserted in place of the original one. Despite contacting both the store and Amazon multiple times, I have not received a satisfactory resolution. Amazon directed me back to Kroger for assistance. I even visited the store again, but only after I pointed out the issue did they remove the compromised cards from display. As a loyal Kroger customer, I believe it is their responsibility to refund me the $[redacted] promptly, similar to handling any other defective product. I would appreciate getting my credit back as soon as possible, either as a refund or a Kroger gift card. Please take the necessary steps to resolve this issue promptly. Best regards, Bruce Craig

I've talked to three representatives today about a technical problem with my Kroger laptop login. I was assured technical support would call me back promptly, but it has been over four hours now. I'm frustrated by the lack of clear communication and a simple solution to what should be an easy issue to fix. Currently, my Kroger account login is even more messed up than when I started. Luckily, I eventually connected with a knowledgeable representative who efficiently resolved the problem.

On October 11th around 6:00 a.m. MT, I attempted to purchase a $25 BB&B gift card. However, when I tried to use a different payment method, I encountered an error message preventing the transaction from going through. After multiple unsuccessful attempts, I contacted Kroger, but they mentioned it was an issue with my credit card. CitiBank confirmed that my card was fine and I had been charged for three gift cards, even though I hadn't received any ecard information by noon on the same day. The next day, on October 12th, I tried calling Kroger again but experienced long wait times and call drops. I am seeking either the gift card I purchased or a prompt refund. Improving the voice response system for customer service would be greatly appreciated.

I recently attempted to fuel up at the Kroger station in Lebanon, IN. However, the pump at the station refused to accept my new AAA VISA credit card, even though I've had no issues using it at other locations. Despite multiple attempts to activate the pump with the card, each time the message came up stating the order was cancelled. Even when the attendant tried to assist, the problem persisted. Additionally, when I tried to get gas at the window, I was unable to avail the 10 cent discount that I had earned with my [redacted] fuel points. This disappointing experience occurred on two consecutive days, and as a long-time Kroger customer, I am very frustrated with the situation.

We placed an order for pickup at Kroger in Russell Springs, KY on 10-30-22. After receiving our food, my wife started eating the Turkey Pinwheel sandwiches and discovered part of a grasshopper. Upon closer inspection, we found a grasshopper head in the remaining portion of the sandwich. We have photos to provide evidence and are extremely unhappy about my wife's unsettling experience, which could potentially make her ill.

On November 9th, I shopped at Belfair Kroger and spent $[redacted] on groceries. No employees were available at the checkout or service desk to assist with my large order. Eventually, Jane from self-checkout was pulled to help me after a bit of waiting. The manager's response to the situation was dismissive and unhelpful, citing staff shortages due to employees on vacation. This lack of backup plan and poor customer service left me frustrated. A more competent manager like Mike, who worked at the store for 16 years, would have handled the situation better. As a customer with neurodermatitis arthritis, I struggled to pack my bags alone. The store's ADA policy for assisting disabled shoppers needs improvement. I hope Kroger at Belfair addresses this issue promptly to comply with ADA regulations. - Susan Zeleznik

Today, on November 13, [redacted], I made a purchase for pickup at Kroger on Kuykendal Loetta. There were substitutions made, which I don't mind, but upon reviewing my receipt, I noticed that I was charged for the substituted products at regular price instead of the special price offered. According to your policies, substitutions should be made at no extra charge, but I was charged at the regular price for items that were on special (ice cream and Downy).

I believe senior citizens should not be required to have a digital coupon account. I have a computer and cell phone. When I tried to access the digital coupons on my phone, it kept saying "not available," then showed an "x error." Some of my friends without computers are unable to get the digital coupons and therefore don't shop at Kroger. While I enjoy shopping at Kroger, I can go to H E B instead and bring the yellow tag to the register for the sale item. It should be clear that senior citizens should not need a digital coupon to buy an item on sale that requires a digital coupon.

I regularly use Kroger delivery and appreciate both the service and the delivery personnel. However, on the recent Saturday delivery, many of the items I selected were out of stock, including Gain detergent. The shopper proposed Tide as a replacement, but when the delivery arrived, I received two large bottles of an unfamiliar product meant for the rinse cycle, not for washing. I had to purchase a different detergent from the store to complete my laundry. While I usually refrain from complaints, with around nine or ten products out of stock, multiple replacements were overwhelming. I value Kroger's service, especially since I have mobility challenges that make shopping in-store difficult. Thank you, Rosie L.

While shopping for shaved pork, the store's shaved chicken was expired and some packages had no dates, prompting me to seek assistance. A polite young man at the meat counter couldn't find any fresh items. When I requested the chicken on display to be shaved, a rude employee refused. Frustrated, I went to customer service where I received an unhelpful number to call. This lack of service is disappointing, especially as a loyal customer who has used the meat counter before. I have considered shopping elsewhere due to this negative experience. My desired resolution includes improved customer service, perhaps in the form of a gift card or better-trained staff who value their roles. As a loyal customer, all I want is a pleasant shopping experience for quality food products.

I recently received my order under my account, E.G. [redacted][redacted], but unfortunately, it was incomplete. The missing items include Kroger's sausage, one of the two instant oatmeal products, and a defrosted Marie Callender's chicken pot pie that leaked gravy all over my kitchen floor. Being shorted on groceries is especially frustrating considering the high cost and the fact that both my husband and I are disabled.

Yesterday, around 4 p.m., I visited Kroger Buffalo at [redacted] Buffalo Speedway to request thick cuts of Nolan Ryan Boneless Strip Steaks. Unfortunately, they refused, citing an additional charge for this service. Despite the steaks being on sale for $6.99 per pound, I couldn't purchase them due to the refusal. I reached out to the assistant store manager this morning, who explained it was in line with Kroger Corporate policy. Dissatisfied, I went to another Kroger store and successfully bought four steaks at the sale price. It's frustrating that I had to go through this ordeal. If I had been helped at Buffalo Market as I requested, I could have earned an extra [redacted] points. Instead, I felt penalized for their lack of assistance. Could you please credit my account with [redacted] points for the inconvenience? My account number is [redacted]. Thank you, G. Silverman

I had a grocery pick-up at Kroger in Bluffton, Indiana today. I was expecting a $20 discount on my purchase of over $50 with a clipped coupon. However, the discount did not apply, and I was advised to contact 1-[redacted]-Kroger. After calling, a friendly representative inquired about my iPhone and app usage. He mentioned that I had redeemed the coupon on Dec. 1, but it wasn't reflected on my receipt. While he was checking, we got disconnected. My alternate ID is [redacted], and I also shop at the Coventry store in Fort Wayne. As a loyal Kroger customer, I would appreciate it if you could investigate this matter. Thank you!

I reside on the south side of Indianapolis and am a frequent visitor to your store. I understand supplies are hard to come by currently. However, I would like to address a concern at the store located on East Thompson Rd in Indianapolis. There seems to be a significant trash issue around the perimeter, which is disheartening and affects the neighborhood's appearance. It is distressing to see trash constantly blowing around. I kindly suggest hiring someone or assigning the task of cleaning up and maintaining the store. Thank you. Tim C.

On December 2, [redacted], I downloaded the 4x fuel points coupon but I only received 53 points instead of the [redacted] I expected. With my order on December 9, I purchased 5 bottles of wine at a 25% discount, but I was supposed to get the discount on 6 bottles, and no substitute was offered. The discount should have been $13.73. Additionally, I placed a second order for coffee creamer immediately after realizing I had forgotten it, but I was charged a $4.95 fee in error. I request a refund for the $4.95. Despite these recent issues, I use Kroger pick-up frequently and have generally had positive experiences. Thank you for any assistance you can offer.