Kroger — Attraction in Dallas

Just had the worst experience here. This place is a disrespectful waste of time.

I merely called looking for a product. First, I was put on hold indefinitely by some woman when she didn't even take the time to ask me what I was looking for. Then, my call was ignored as I was repeatedly put on hold for 10 minutes before I was eventually disconnected. Literally, I was on hold for so long the phone started ringing again, and then without a word I was put back on hold. When I called back I asked the women, "Who do I have the pleasure of speaking with?" She ignored my question, and immediately just put me on hold again. This experience wasted 30 minutes of my time. A half hour later I called back. This time I got a man on the phone, and I led with, "Who do I have the pleasure of speaking with?" The man tried to ignore me my question, and asked me what I wanted. I asked again for his name, and he told me it was Tyrone. This turned out to be a lie. I then asked him if his location had a specific chai tea. Without warning he put me on hold for several minutes only to return to ask me for the name of the product. I had been put on hold again with no explanation, and he still hadn't even attempted to find the product, because he still didn't know the name of the product. When he returned to the call he asks me for the name of the product, and then put me back on hold, again. After several more minutes he returns to the call to tell me that he has this product in stock. I drive 30 minutes out of my way to go to this location.

Shortly after I arrived, I asked the self-checkout employee, named Calvin, if I could speak with Tyrone, because I had just spent my time looking at every shelf, and I could not find the product. This employee told me, "Tyrone left."

So, I asked to speak to a manager. I was directed to Clara. My understanding is that she makes the schedule and that she's a store lead or assistant lead (effectively a manager). She told me that she has no Tyrone on staff. I asked Clara, "then why did the Calvin tell me that Tyron went home?" Clara had no answer. I could see that Clara didn't care, and she had no interest in trying to understand the situation. It's this poor leadership and lack of accountability that leads to employees behaving poorly towards guests in the first place. Why do I say this? Because it turns out the self-checkout employee is also a supervisor! This place is a failure on so many basic levels.

So, while I was standing in front of Clara, I called the number that I had called to ask about the product inventory. It rang at the self-checkout station. Suddenly, it all makes sense. Even Clara admits the self-checkout employee obviously gave me a fake name, and Calvin was Tyrone. She couldn't explain why he would also lie to me about having the product in stock when they have never carried this item, but she also didn't seem to care. She apologized for not having the product in stock as if that was the real issue.

Clara didn't see anything wrong with her employee's ridiculously unprofessional behavior. She came across as a pushover who enables poor work ethic. She had an opportunity to do her job and manage the situation, but she has chosen not to care.

Now, I have to take additional time out of my day to report this to corporate. However, Clara told me that corporate will just send the complaint back to her; implying that she's not going to fix the problem now or after corporate notifies her.

Thanks King Soopers for taking a cumulative 4.75-hours out of my day when I called to see if you had a specific chai in stock. The woman on the phone wasted 30-minutes of my time. Calvin (aka Tyrone, self-checkout cashier & supervisor) wasted 1.5 hours of my time by having me drive a hour (round trip) for imaginary inventory, store search for the imaginary inventory, and the conversation with Clara. Clara (manager) wasted 2-hours of my time as I had to write this complaint before I email corporate.

The 3 employees involved in this situation are a pathetic...

I placed an order yesterday around 12:00 pm for a 5:00 -6:00 pick up. I spoke with JEFFERY at this location (cedar-Dallas )that claimed to be the manager. I got the alert that my order was ready and shortly after received a call at 4:57pm from him claiming my order was half way complete and would need a little longer. He then informed me he would “just call me back when he was done”. Despite being a little annoyed without any prior notice and the level of unprofessional he displayed on the call I agreed to give him time to complete it. At 6:05pm I hadn’t received an update so I called back. My order consisted of 50 small items so not sure why it took over an hour for 25 items. I was then greeted with a very annoyed and unsympathetic tone as if I was a bothersome to him. The audacity of me having prior engagements around my scheduled time. Not only did he not give any real apology but he continued to explain to me how long his day was and how he was the only one working etc.(friendly reminder: not my problem ). He then tells me he is working on another order the same time as mine and would need another 45min. Why this was not disclosed in the first conversation, I’m not sure. At this point I was utterly dissatisfied with the customer service and asked to speak with the manager. He then tells me he is the manager ( I’m not sure how true that is). I had a hard time getting a word in with multitude amount of excuses he gave without any solutions. I explain to him that my only concern was the failure of being notified prior to the incorrect complete notice I received. He proceeded to get loud and cut me off which only added to his complete unprofessionalism. Instead of acknowledging I placed an order at that time based on my schedule, he proceeded to tell me about his. For some reason he couldn’t understand that I was the only one losing in this scenario. He later asked what I wanted to do about it which came off extremely dismissive. I expressed to him that he was rude and I was cancelling my 156.00 order because of it. A real apology and a real solution would have went a long way. I’m typically understanding when the customer service is a little above bare minimum. He was not. He then called me rude and hung up the phone. Definitely a first for me. I shop here regularly and this is the second time I’ve had an issue with my pick up. Not only will I be making more complaints and calling corporate in the morning, but I would highly advice other loyal customers to be cautious of this ill mannered unprofessional employee before placing any orders. You behavior was childish and very unprofessional. This is 2022 where the internet provides a plethora of career options and I probably could have helped you. If the bare minimum in customer service is such a struggle, maybe you should consider something else. Good job on losing a loyal customer. Disappointing experience. Do better Jeffery. 1 out of 10, would...

I dealt with the most unprofessional experience of my life at this Kroger. I placed a pick up order through the app, I arrive and a guy comes out with a cart of only a few bags that looked like it wasn't my entire order. So I asked the guy "are you sure this is everything?" he says "yes" and I go home. As I am putting things away, I'm noticing missing items, so I pull up my order to verify. Essentially, about half of my order is missing worth over $100. I'm not even upset at this point. Mistakes happen, no big deal. I just need to go back and retrieve my items I purchased.

I start by speaking to someone through the app and list every item missing (as she requested). She says she has to contact the store about it. She comes back and says they will not give me the items because they already did and all she can do is refund me. I said I just want the items I purchased, I don't want to have to go shopping again for my missing items that I should have received. She says there is nothing more she can do. Now I am very upset.

So I call the store. I am transferred several times until I finally speak to someone who says he bagged my order and demands that I received everything. Now I'm mad, but still being reasonable and telling him "why would I lie to you? I just want my groceries that I paid for..." Then I hear someone in the background say to him "Just hang up" and he does. They didn't even bother to investigate, they just assumed they did their job right as if they aren't human and don't make mistakes ever...

I received a call about 30 minutes later from a man at Kroger saying "We found your bags, they're here if you want to come get them." I said "I'd like an apology for being accused of being a liar AND hung up on, especially when I wasn't even being unreasonable, I just merely stated I was missing items." He claimed he wasn't the man who hung up on me, but apologized on his behalf.

So I went back and received my items and apology, but Kroger still never refunded me as they stated they were going to. I will never give my money to any Kroger ever again. I will also be reporting them to the BBB. I strongly advise no one to shop at...