Kroger Marketplace — Local services in Burleson

I am out of my mind today. My daughter's birthday is Monday. I ordered her a cake 3-4 days ago from Kroger from the only person in the bakery that was of Asian descent..and didn't speak great english. She was nice though. I special ordered this cake. Tonight when I picked it up..it was brought to me in a huge box. It was not enclosed in any container of any kind. Just sitting in the bottom of this box. I thought..this is odd. When I got home I thought..what am I gonna put this cake in until my daughter arrives next week, I don't have a cake holder. I got cake out and this is what I saw...a lopsided cake. WTH happened? I was furious. The box was one thing but then I get a lopsided cake? REALLY? So I call up to Kroger and spoke with this same lady (in fact she's the only person I have seen in the bakery and dealt with on all occasions) She didn't seem to hear anything I was saying. I told her about the cake. She said nothing she could do until tomorrow, she was closing. I said is there a manager to speak with. She said this isn't my dept, I am only covering. THATS FUNNY..3-4 days ago she took my order in the store. LIAR. Then I asked if there was a manager to speak to. She said no, I would need to call back tomorrow. I said is there not a manager on duty? She ignored me. I asked again. She said no...no manager. I started screaming and cussing at this point and demanded to speak to a manager. She put me on hold. A guy gets on phone and I asked if he was the manager, he said yes his name was Tim. (LIE number two from her). I told him about what happened. He said bring the cake back for a full refund...and to just go to one of the front registers, so I did. I told him I would just go elsewhere to order a cake. His reply, "OK". (Why didn't TIM show up to apologize and see for himself and tell me to just keep the cake?) I showed the guy at the register. I had him pull out the cake to take a look. He was shocked at the cake. Anddd, my daughter's name isn't even centered in the cake. What kind of service is this? Kroger should have GIVEN me the cake on top of all my trouble and apologized for such a mess they made. (I didn't want the cake, it was the principle of it). I went down the street to HEB and ordered a cake from them. They had 10 people working in the bakery and was ready and willing to go out of their way to help me. Kroger lost me forever. NEVER EVER will I order a cake from them again..EVER!...

I’ve been using this Kroger for years. Love it. But this few times this gentleman with a mask and long hair working the self serve is unbelievably rude.

I’m hoping the manager reads this. This gentleman workin self checkout to close 2/22/24 has been beyond rude. I asked him to help with an error on my checkout, he stated, “ I can’t help you with that” My husband went in and asked if this register took cash, and he exclaimed in extremely rude saying “look at the sign !” He seemed upset that my husband disturbed him using his phone. Which all we see him do,’every time we see him work.

One night I walked in 30 minutes before closing, this gentleman walked right up to me almost in my face and told me i had 30 minutes in an aggressive way. When I was done 5 minutes to closing I saw him herding the customers and acting foolishly making us all uncomfortable. Totally bizarre.

We are there regularly, due to owning a small business locally. And later especially close to closing as we work late.

This night particularly, I walked in, saw he was working and felt uncomfortable. He didn’t even acknowledge me as I walked in or when I left. I had played scratch tickets. I went back to my business and decided before closing I was going to get a few more with my husband. Ten minutes to 1, closing time, doors locked. Then my husband went to knock on the window, which was right behind him. He would not even look back. I just wanted to get my tickets to possibly win what I put in. So there goes that. So we will be calling tomorrow to make a complaint. I know the difficulties of employing staff, but this employee has business in customer service. This honestly is the worst I have ever seen or experienced. I’m not for anyone getting fired, but I would really consider and go to the cameras to see his actions on a daily.

We know Richard, and he has always been helpful and gone out of his way with every customer. Never seeming to mind to help. Richard is exceptional with customer service. I have never seen him on his phone or not working. He deserves a raise. And he has always been patient and kind at closing. One is kind the other makes you feel your presence unwanted. Literally making you feel like you should shop somewhere else. Literally

Please help me feel comfortable shopping at my favorite place.

P.S Larry is exceptional and an angel. Why no response to any reviews? Do...

Gotta say that I am getting more and more disenchanted with the Burleson Kroger Marketplace online ordering. The last eight times we have done the online order we have been told that things were out of stock but when we actually go in the store afterwards to do our own replacements we find almost everything that was supposedly “missing”. This last time we went, half of our order was fulfilled on the receipt but did not make it into our vehicle. Very disappointed in the kind of service that we get there. So looks like they will be missing out on our business and we will be shopping local or Walmart (which I can’t stand). In addition to half our stuff not being filled, apparently they overbooked all day long and my wife made a wasted trip up there, was told the order wouldn’t be ready for at least another hour, two hours later I show up and it’s still not ready, bays are full with nobody being given their groceries for 20 minutes, and I still don’t have my groceries. Definitely going to be losing our business to City Market and Target. And trying to find out who is over the ClickList stuff is an exercise in futility. No one seems to know who manages it, from the store manager to the employees, no one can give me any info on who to talk to directly to file a complaint.

Update: Was forced to go back to this horrid excuse for a store and was not disappointed in the consistent bad experiences. Parts of our order that were left off because they couldn’t find the items... my wife went inside and found them in minutes. And nobody still seems to know who is running this place, still can’t get a straight answer on who to speak with to file...