Kroger Marketplace — Local services in Arlington

The store is clean and well stocked. No complaints for when I go into the store to shop. However, after what happened today, I feel like I need to leave this review.

Stay away from grocery pick-up! They’re consistently running behind, sometimes pushing orders to the next day. The last time, the employee loaded someone else’s groceries into my car and I had to stop him from walking away to let him know they weren’t mine. I only reason I saw this was because I physically got out of my car to help him load them.

Today, I received a call letting me know my order wouldn’t be ready until tomorrow. I asked the employee if they could make an exception this one time since I’m currently 35 weeks pregnant and there’s a snowstorm coming in and travel advisory issued for tomorrow. The employee told me her manager could possibly make that decision. I waited patiently on hold, was disconnected, and then received a call from the store again from the same employee. She said to continue to hold and that her manager would be on the phone shortly. I think her name was “Trina,” who then came on the line. I explained my situation and she said they could not make the exception. Okay, I thought. I can waddle my way around the store today and just get the necessities. No problem. I told her then to please cancel and refund my order. She abruptly cut me off and said “okay, have a good day!” and HUNG UP on me as I was saying “hey, wait.” I immediately called back and she answered. I told her, “I think I was just talking to you about canceling my pickup order.” She tried to play it off and awkwardly laughed, saying, “oh yeah, I think we got disconnected.” I told her “No, you hung up on me.” I then asked her how soon my refund would be issued. She replied “well with your permission, I can issue it today.” Then why did you hang up on me without clarifying this??? I told her to please cancel AND refund my order. She replied “okay great, have a good day!!!!”

This is terrible customer service and unacceptable, especially from a manager. I will no longer be utilizing their grocery pickup service and may just find another store altogether. This was the second time using it in over 6 months and I’m just not going to waste the...

I have been an exclusive Kroger customer for over twenty years, this location has caused me to NEVER spend another dime at ANY location. This location has had a steady decline and the employees are proof. I am probably at this location two to three times a week and constantly hear how they treat the employees or who is next to quit. I recently purchased some soured cherry tomatoes and another occasion bad chicken. Customer service (as I noticed) is absolutely never open. By now I have a small pile of items to return to Kroger and I just threw out the food. I took my lunch break on 9-15-21 to tend to this. Immediately the woman behind the counter was rude about my returns. Right off, she said she couldn't do it! I mentioned these items are literally on the shelves, so I would have to go and get the items (a pitcher & another kitchen item) or she couldn't be bothered with it again. I also had a small purchase (which was heinously over-charged)and she was down right foul! I immediately left, but decided to go back in ...she knew she was wrong and before I could say a word she snapped "I will not help you!" My anger boiled and I quickly got someone else. Of course the manager is always too busy to assist (per usual)! They never have any lanes open or they have one end of the store open with a few (3-5) u-scans open. The employees are consistently standing around on their phones. The aisles are lined with un-packed stock (because it takes an hour to unpack one box). I have shopped at this location since the day it opened and have been a loyal customer for over 20 years. That lady (in some type of upper position or acts like it) is the icing on the cake. I will take my thousands of dollars a year and go across the street. I have never stepped foot in that store and today I got a shopper card. Goodbye Kroger....you were great and now...

On Saturday, August 16th, my wife and I went to the Kroger on Sublett Dr. We shop there all the time. We wanted to return 3 boxes of Huggies diapers that are the Size 1s. Our baby has grown out of those and we wanted to just exchange them Size 2. We had bought them several months ago as we were stocking up so we wouldn't have to buy them all at once. We tried to return them but the Customer Service supervisor said that we could not because they were past the 90 days. We told her we just wanted to exchange them for the Size 2. We had bought them all there originally so we could have the receipt on the Loyalty Card. She said no can't do it. I asked to speak to the store manager. That manager wasn't there so they called the Assistant Manager. Her name is Sue. The customer service rep met her before she came to us and talked to her before we even could. Sue came up to us and would hardly let us speak. She said they couldn't take anything back past 30 days. She said 30 days. The CS rep that was working there that we talked to BEFORE the supervisor was called originally said 30 days for perishables and 90 for non-perishables. Yet the Asst Manager Sue said 30 days. So someone doesn't know the policy. The diapers purchase history is even on Loyalty Card past purchases. All we wanted to do was exchange them. So if you need to buy diapers for your baby, do NOT stock up. They will NOT let you exchange. Customer service is a lost art….also I talked with corporate and was told that’s just policy…even though I’ve been a manager before and know it can be left to their discretion. They just choose not to. If the store manager wants to contact me, I will be happy to discuss and will leave a follow up as to what happened. As of now, we are never shopping there...