Kroger Marketplace — Attraction in Forney

Update: over a week from my initial order, the hold still has not dropped. It says "3-7 business days" specifically and it was just a holiday so that may be contributing.

I eventually reached someone at the store about my second order and they had said all their orders from the previous day were completed by that time. I didn't get a courtesy text or call, but I picked up my groceries a full 24hrs later.

I've never had a problem with this store until this weekend 6/27-7/1. I placed a pickup order on 6/27 for pickup at 4:30p that day. I don't live in Forney but I work here so I was going to pick it up on my way home. I got a call at 3p saying they were very backed up with their pickup orders and it would be delayed several hours or possibly until the next day. I asked if anything had been shopped for yet, since the app said the order had been started already. They said no, nothing has been shopped yet because they just started on orders that were due at 12p that day. I asked them to cancel it, which they did. I failed to realize I had already been charged a hold, and the app says that hold will not drop off until 3-7 days, so my funds were tied up in the order. I would have happily just gone in and shopped the next day myself, but my money was not available and I would have overdrafted my account. I ended up having to get a couple things from my order anyway, just so we could eat, and ended up overdrafting anyway. I waited until 6/30 to redo the order, thinking surely they've caught up now, and mind you my funds are STILL tied up from the first order, but I was paid on 6/29 so I was okay. Once again I get a call at 2:30p saying it's going to be delayed several hours. Instead of arguing I just said "ok". I didn't ask if anything had been started, and if I could just take the partial order, and they didn't offer remedies either. At 3:45p I got a text saying my order was delayed, but the app says my order is ready for pickup. I went into the store after work to pick up prescriptions. I didn't see a single pickup shopper working in the store. I went all the way home and waited for a call. No call ever came. I called at 6:30p and asked if it would at least be ready by tonight. The person said yes, it looked like they only had a couple items left, usually bigger heavier items. I asked what time they stop pick up and he said 9pm. At 8:30p I call and ask if it's ready again because I've had zero communication. He said no, unfortunately not because the last pickup shopper went home for the day but it should be ready by 10-11a the next day (today). At 6:30a I received a text saying some items are unavailable and to review my substitutions. Since the app has said the order has been ready since yesterday, I cannot view anything. It just says my entire list has been shopped. I've called SEVERAL times today to the same number I've called yesterday and no one's answering. I called the regular store number, told them I'm trying to figure out if my order is ready, and all they do is forward me to the same number, where no one answers. No one wants to take any accountability here. I'm going to just show up at my pickup time and see...

I'm just visiting friends here in Forney for an extended stay, but I've been to this Kroger several times in the past week and have found it to be one of the nicest grocery stores in which I've ever shopped. A couple of experiences within the store really stand out.

1). My wife, one of my kids, and I were perusing the clothing section (never been in a Kroger with a clothing section before) and an employee came up to us and let us know that the current week's flyer had a 15% off coupon for all clothing purchases. We hadn't known about that but we appreciated the heads-up. She even handed us the coupon.

2). On that visit I decided to purchase a belt. As we were leaving the checkout area, my wife noticed the belt was sticking out of the plastic bag, so she pushed it back into the bag. When we got home, the belt was not in any of our bags (we had purchased a number of clothing as well as food items). Apparently, the belt popped out of the bag between that point and our car but none of us noticed it. It was a few hours later when I realized the belt wasn't in our bags or our vehicle or anywhere else. So, I called the store and the customer service employee offered for me to return to the store and pick out another belt. I felt this was probably too much to ask of them since it was not their responsibility to replace a belt that we had negligently lost after the purchase. So, I declined. Nonetheless, a few days later, we were back in the store and before checking out, I decided to inquire at the customer service desk to see if perhaps the belt had been picked up and turned in. No, but she said if the belt still had its tags on it, the belt would have been returned to the clothing rack. So, she looked at my receipt and invited me to just go back and pick out the belt again which I did. So, I'm not out of a belt that I had purchased even though it really wasn't their fault. I appreciate this.

3). While I was dealing with this belt, my wife was checking out for the new food purchases and she ended up having to wait about 5 minutes while I got this sorted out. As she waited there, near the store entrance, at least two employees asked her if she needed help with something. Again, this is the kind of service that you don't see much these days in most stores, but we were both impressed with this.

4). Got some really good deals in their clearance section. If you don't know where this section is, please don't look for it. I hope to find more good stuff while we're here! ;)

I don't normally write many reviews, and I didn't like the fact that Google insists on revealing our real identity just to leave a review like this. I don't mind being truthful about myself, but I am not comfortable with having my real identity made easily available to the whole world given how rampant ID theft is these days, especially through the Internet. Nonetheless, I still wanted to be able to take the time to give this positive review b/c so many people at this Kroger store seem to be working hard to make their store a good one and I do appreciate that. While we're visiting our friends here, we'll be back to this Kroger for our...

Updating: my account, at the store was compromised, and someone was using my fuel points. I had to shut down my account. I’m very disappointed, and feel that this store is an utter failure 😞

This is a pretty nice Kroger. It has deli, bakery, meat, produce, and a pharmacy. In these specialty areas, the workers, nice, knowledgeable, and tidy. The way that the store really falls down is with the front of the house and at customer service. The managers are the main reason, from what I have assessed, that makes this store is a failure.

You can expect one register to be open and 12 self checkout stations. This is ridiculous. Basically, they expect the consumer to do everything their self as if it was an Aldi’s. If Kroger is going to this format, then they need to let the public know. Basically, on this visit, there was one middle-aged employee left to do all the work with no bagger. There were two other associates on their cell phone manning the self service. The senior citizens, at 10:00 AM, were expected to do a self check out. This is sooo disrespectful! This wasn’t 10 at night, but 10AM!

The poor associate, that was left to do all the work without a bagger, called for a manager for 10 minutes. She had to leave her station. Then manager came for 30 seconds and left. He saw the line, and obviously thinks nothing of his customers. He uses, for this associate, sympathy to get the customers to do all the work bagging.

I actually hadn’t visited the store for two months, because in the summertime, they leave the teenagers to run the front of the house. They are.very rude. One time, I observed a teenager, shrugging off an upset customer. The managers did nothing of course.

It’s sad and It’s unfair that the customers have to go elsewhere for their groceries, because...