Kroger — Local services in Bourbonnais

We made an online order for scheduled pick-up on Saturday, 6/3. The pick-up was scheduled for a window of 3- 4 pm. Upon arrival, we checked in at 3 pm. Once greeted, they loaded groceries into her car, which were soon discovered not to be our order. When asked about it, they informed her our order was given to another customer who already left. After several minutes of trying to figure out what to do, store employees said she could either wait for the customer who had our order to return or they could re-pick her order. We stated, disgruntled, whichever is quicker as we had additional plans after 4 pm. After waiting about thirty minutes (while running the car in the heat to stay cool), store employees approached her and stated the customer with our order would return at 3:45 pm. We said we could not wait much longer than that and was trying to encourage the employee to re-pick the order at this point and was puzzled as to why we were waiting for 15-20 minutes with no resolution. At about 3:50 pm the store still had not provided an answer, nor did the other customer with our groceries return (we didn't think they would). I called the store at this point because of how upset we were. I asked to speak to a manager and was transferred to an associate instead. After explaining the situation- the associate replied, "Well, mistakes happen." I agree they do. However, where is the accountability? She could have cared less. I then asked if she was a manager, and she replied "no". So I asked to speak to a manager. After finally getting connected to a manager, this female manager did not seem to care about the situation after I explained it again. She responded the receipt numbers can be close and misread sometimes. I can understand that. However, after 50 minutes of burning gas in the parking lot, I asked why a resolution hadn't happened. She stated she did not know where the communication breakdown was. I said you need to find out because she needs to leave and we may have to cancel the order. I asked the manager to do something to make it right, and she replied she could only give us a $5 off coupon. Really? She then asked me what I wanted her to do. I replied I would like the groceries we ordered and paid for put in the car so we could leave. The manager then said frantically I think they re-picked her order and are doing that as we spoke. Finally had the groceries and was headed home. We were late to our next activity as a result. In addition, food items were missing and incorrect in our order. I have shopped here many times both in-store and pick-up and never had an issue. However, since the management and employees showed no concern, we will not return to shop there. Corporate America has stated clearly to we the customers they they don't need us nor care about out concerns. As a result, I won't give second chances and return to shop at these places. I don't need special treatment- I just need basic common sense and a resolution to the mistake. The mistakes can and will happen, my issue here is the lack of concern and accountability from the store. I suppose we were just to sit there for hours on end and then leave without a refund- no, just not happening. Do...

I have never given a review of anything this low before. I am giving this store 2 stars. One for the stock on hand and the second for the cashier that helped me with my groceries as much as she could. This is the second time in three weeks I shopped at this store. Each time I spent over $200.00. I made sure I went in at regular shopping times. Last time around 7 pm. Today I went in at 9 am. I finished shopping at around 9:30 am. When I went to check out I was astounded that once again I would have to not only scan my own items but also bag said items. This is because for some unknown reason your store once again had One check out aisle open and all self checks open also. Unfortunately, your store decided to man the one register open as a 15 items or less. Needless to say, after spending almost 25 minutes checking and bagging 58 items totaling $211.56 with a whopping Kroger savings of $18.32 I decided it will be my last shopping experience at this location. After 25 years I have been a customer it is sad I will now have to stop shopping here. It is no longer...

I am so angry right now!! I used the online ordering system earlier this afternoon and my pickup time was 7-8pm. I received multiple texts and emails reminding me to pick up my order. My husband gets there at 7:30 and they came out and told him that they have been so busy they haven't been able to fill my order. We can cancel or pick up tomorrow. Problem is we are leaving for out of town early tomorrow morning and the groceries were for dinner tonight and the rest for our trip this weekend. The money they placed on hold..almost $300..should hopefully be released tomorrow but no promises. All the people working at Kroger and not one person could make a phone call? When I asked to speak to a manager I was told there was no manager on duty. I'm thinking I would have gotten my food had there...