Kroger Marketplace — Local services in Blythewood

Self-Checkout More “Self” than “Checkout”

In honesty, I haven’t had great experiences with self-checkout, whether at this specific store or others, mostly in part to my own unease with the process, but I have had enough familiarity to consider myself more than a novice. It takes practice, and patience, but once you understand how the system works, it becomes easier. With three items in hand, I had the confidence to make another attempt utilizing this convenient service at my local Kroger Supermarket. Several self-checkout booths were open. I had no trouble walking up to a machine or signing in with my alternate ID. Knowing how to bag without paper or plastic, I scanned my items and put them straight into my cart without a beep of resistance. So far, so good. The machinery worked exactly how it was supposed to. During the payment process, my free item rang up accordingly but the E-Coupon I had loaded to my account for the other two items did not show up. I’ve had several problems with this in the past so it was no surprise. Looking for the attendant, I found her with two coworkers at an empty machine (later to realize that they were performing their own small transactions at the time). Most people go to self-checkout to avoid people, and people were exactly my problem this visit. I called for the attendant with an “Excuse me” and received no response. No big deal. A second did the trick and the attendant came over. I explained that my E-coupon didn’t register and received a flat halfhearted “There’s nothing we can do about E-Coupons because they’re on your phone . . .” Pause not exaggerated. Taken aback by such a blunt rebuff, I asked for the items to be removed. Like many shoppers, sometimes an item is only worth purchasing with a coupon. I understand that I can be refused a discount should I not meet the qualifications, but there was no inquiry, investigation, or remote interest to my problem. No explanation as to how I failed to meet the qualifications or how I might utilize this coupon. The attendant merely punched in her key code, removed the items from my receipt, turned away, removed the unwanted items out of my cart with her back to me, and walked away to return to her coworkers without a single word. No explanation, acknowledgement, or farewell. Nothing but silence. Literally. The shear brevity of the interaction and unwillingness to do more than punch in a key code left me disappointed and somewhat insulted. At that level of service, the whole self-checkout line should be exactly that: self-checkout run by machines, because the only thing that attendant was attending to was her desire to clear the screen and be rid of me as soon as possible. I’m not expecting a handout. Customer service isn’t about giving the customer whatever they want but addressing their concerns in a polite and timely manner, even if it means correcting them. As a Lead position in Customer Service at my own job, I understand that handling complaints and questions by the public all day can sometimes be more than just a little taxing. I can also recognize when a bad attitude makes bad business, and I can assure you, my situation could have been handled with a little more tact and a lot more effort. Even a small glance at my phone and the coupon would have been enough. Least to say, I offer caution when approaching the checkout line, especially if you plan on doing it yourself. After all, if you have a problem, your attendant might just be attending certain needs. Just...

Very large store, very clean, good selection, however poorly managed. I bought some juice from the cooler near the front to drink on the go. Found out it was THREE MONTHS expired. Went back the next day to complain and management seemed unconcerned. The assistant manager complained that it was a third-party vendor's fault. When I asked for their contact info to complain he brought out the store manager, Mr. Loenard, who just took down my contact info. I though a regional manager would contact me, but a couple days later a claims adjuster with no apologies said she couldn't do anything for my claim because I hadn't gone to a doctor. I NEVER filed a claim or asked for compensation. I just wanted to know how they would keep this from happening again in the future. I liked the store and wanted to be a loyal customer, but not if the store isn't going to care about the concerns of customers.

And that's not all. . . I went back a week later and they had restocked (or never pulled) the expired juices that I brought to their attention. There were still two on the shelf that had expiration dates two month or more. Again another assistant manager, Ilona, came to talk to me when I complained. She also seemed unconcerned and blamed in on the stockers who don't look at the dates. I asked her to have Mr. Leonard contact me, but he hasn't. Krogers has lost a customer and my family in the area will likely top shopping...

I shop this location a lot and I know that it can do better. Never have issues with any departments at this location because they are always helpful and friendly. Guessing they are the ones that gives this location four stars. However, the cashiers are another story. 1.) Greeting. I would say hello and the cashier would quickly snap back, 'hey.' 2.) Never more than two full service registers available, especially when the store is busy. SUNDAYS!!! If they are available there is this one cashier that would turn her light off. I heard her tell the patron her line is closed. As that patron left her line, she turn her light back one. I was curious why she would do that. 3.) If there are cashiers available, they hover around and do more talking than getting their line open. 4.) Never, well I can't say never but there are few baggers available for full service. I have bagged my groceries myself! I don't mind doing it because if I see that the cashier need help, why not bag. More times the cashiers are bagging. When they do, instead of the cashier bagging as they go, I notice they would ring the entire order up first then bag. One time, I ask the cashier not to bag cold items with non cold items. She looked bother that I ask her.

I say all this because what I mention above, everyone of them have a solution. Until then and if there are changes made, I highly doubt it. I will be shopping at Kroger locations (Irmo and...