Kroger Marketplace — Attraction in Cincinnati

Late yesterday evening, I visited Kroger Marketplace to purchase several items for several purposes, including multiple packs of feminine items for students in need throughout the school year as well as gift bags for homeless women for a drive I am doing in a few months. Anyway, by the time I finished shopping, it was about 11p and when I got to the front of the store, there was only one lane open and the self checkout. I reluctantly used the self checkout because the one lane was moving very slowly and the line was very long. I walked up to the self checkout lane and immediately, Tammy, "WITH A Y" (She insisted that I know it was with a 'y' when I asked her name earlier as if to say 'if you are going to complain to the 1800, be sure to spell my name correctly') stopped talking to people up front to, in essence, stand right next to me. I had about $100 worth of stuff, but there were at least 3-4 other customers in other lanes that she is also responsible for. Why was she so close to me? Irritated, I concluded that she was just doing her job and I can get over the blatant violation of my personal space. She watched me scan at least 80-90% of my items and when I was finished and clicked, 'coupon,' she told me that she couldn't help me because I had yet to input my Kroger Plus card number. As is my normal process at Meijer, Kroger, Remke, and other savings card stores, I always enter my card number at the end and it has never, ever been a problem until now. I informed her that I had never seen in the policy at Kroger that I was required to input my number at a specified time, to which she responded something like, "Well that may not be what it says, but that is what we do here... Leave and come back tomorrow." Did she just tell me to come back tomorrow? What kind of customer service is that? I requested to speak to a manager and she, with somewhat of an attitude, said she would "see if (she) could find one." I waited and finally was greeted by Jerry, the manager. He spoke to the Tammy (WITH A Y) first and then came to me and basically told me that he doesn't know anything about the policy and that it has to be done this specific way solely because Tammy (WITH A Y), said so. I asked him if I could see where it states this in the policy and he directly told me that he didn't have it, nor did he have access to it. After Tammy (WITH A Y) came to explain again that she has to see what mega event items I had in my bag, which doesn't show up until after I enter my number, I finally entered it instead of just leaving the store then because I had been standing in self check for upwards of 20 minutes at this point and I really wanted to buy my items. Once I entered my number, I had to wait several more minutes for Tammy (WITH A Y) to finish a conversation she was having with another customer and acknowledge that I had put in my number. After all of this... She proceeds to examine the screen with a fine toothed comb and then examine my coupons. Even though she looked and seemed to match items to the coupons she had in hand, she proceeded to begin rummaging through all of my bags to search for items. Wait. You just LOOKED at the screen and you can clearly see that I have 3 tubes of Crest Toothpaste. She says she has to check to make sure that the toothpaste is at least 3oz. The toothpaste cost approximately $4.39, which is much more than any trial size would ever cost. This is ridiculous. Thus, I asked that my coupons (around 20 of them) be returned to me and for her to cancel my order. Today was the last day of the sale so I missed out on feminine items that I was compiling simply because someone isn't clear on their policies and wants to nitpick everything I had in my cart/in bags. Why was it so serious that Kroger lost out on $100 worth of items (because they are reimbursed for coupons) because Tammy (WITH A Y) wanted to watch me like a criminal as I scanned my items, but then pretend that she can't read the screen and that she can't remember what she watched me scan? Unbelievable. I have contacted...

We have been into this store to visit the pharmacy multiple times to fill a prescription for one of our dogs. The medicine is a controlled substance and it is hard to find places to fill it in the quantity we need. Unfortunately, ever time we come here we have a worse experience than the time before.

In the last three visits that I can recall, we have been quoted inaccurate pick up times by techs, we have been told our prescription was ready when it wasn't over and over again, we have wasted countless hours waiting in line and sitting around for prescriptions that will never be filled because the medicine isn't even there, etc.

This isn't even the most frustrating thing to me, although it is EXTREMELY frustrating. There is no accountability and no one there will take responsibility for anything. I have pointed out the techs in the past few visits who gave me the faulty information and the person I am talking to won't even go speak to them about the incident. The past two times, I have watched the tech walk back and forth over and over again to the pharmacist to ask questions because they don't care enough to just come talk to me themselves. There isn't even a hint of empathy or a apology to be found with these associates. I understand it might not be their fault directly, but there is obviously some break down with this team and they could at least act like they care.

When I asked the tech tonight, Jordan, who I could issue a formal complaint with, the pharmacist, Allen, who was a few feet behind him didn't even look at me. Jordan didn't know and had to ask someone else who said that I could call your 1-800 number without even stopping again to acknowledge me. I called the number and stayed on hold the entire drive home and no one ever picked up. As someone who has worked in management for big box retail for over years, I can't imagine ever being in this situation and not trying to at least intervene and apologize. Pathetic.

The worst part? I have to go back again tomorrow to try and get this medicine that my dog desperately needs and hope that it will be there while I wait in line and waste my time again.

Once this is done, we will travel as far as we need to never come back to this or any Kroger in the future. Im sure no one will read this or care, so we are left to speak through our wallet. My advice to anyone thinking about using this pharmacy, is to look elsewhere. It will save you a lot of time and...

Terrible customer service. I have been using the grocery pick up for a couple months now and constantly have random issues. The main problem I've ran into is that the workers mark items as unavailable, and I've walked into the store to find the item still on the shelf. They have been having staffing issues recently also. One evening I parked to pick up my order and waited 2 hours only to be told that I had to come back the following day. One thing they did compromise on was giving me my baby food for free, but that doesn't help my older children. My final draw was today. I pulled in and a new worker asked if my name was Melanie, I explained, and they found the correct customer. The worker came back, verified who I was and took my ebt card and debit card. The worker returned and informed me that they put my pin in wrong so many times that it blocked the card. The worker told me to call the number on the back of the card to get it reversed. The ebt company informed me that once a lock is in place, there are no measures that will unlock it for 24 hours to prevent fraud. I then call the assistant manager who asked if I could come back tomorrow evening, I explain that I can't, and she very reluctantly offers me $20 off of my order and they'll hold it until tomorrow. I was informed to contact a female manager to speak to a GM. At this point I need to leave because I've been waiting for groceries that I'll not receive. On the way home I called and asked for the GM. A younger man picks up the phone and says he is the manager. After explaining my situation, he asks if I can call the card company or wait until tomorrow to pick up my order. At the end of the conversation, he offers me $30 off of the order, and says if I could come back and pick up $30 worth of groceries, I could take it home and pick up the rest when my card is unlocked. When I got home, I called Kroger's corporate number and left a complaint. No customer should have their only means of paying for groceries blocked, and then be told that they cannot be compensated. I now have zero groceries until tomorrow evening at the earliest and have to cancel a very important trip out of town to pick up my food that should have been in my fridge...