Kroger Marketplace — Local services in Chester

Not for the Store but for the customer service number.

We placed an online order on April 3, 2020 for $195 worth of groceries. It was delivered on 04/09 and $57 worth of our items were missing. When we called Kroger at 10AM on 04/09, they provided us with Kroger's Customer Service number. When we spoke with them (after a 40 min wait) they advised that the order was still pending and not showing that it had been delivered, they told us to call back later that afternoon as they couldn't do anything until it was delivered out. I called at 5PM on 04/09, had another 40 min wait, spoke with another customer service representative, who advised that the order was still pending and there still wasn't anything they could do. She said to call back within after 24 hours of delivery had passed. I called on 04/10 at 4:40PM, sat on hold for another 40 mins, someone answered the phone, then immediately hung up. I called back at 6:15PM, sat on hold for 30 min and finally got someone. The first lady was as helpful as she could be, she even spoke with her manager and they decided that I needed to speak with their financial department. After 1 1/2 hours of being on the phone, they were finally able to transfer me to a financial representative. The financial representative said that the orders can take up to 24 hours to deliver out, I explained to her that the delivery was made before 10AM and it has passed 24 hours. She then stated that it could take up to 48 hours for it to appear. When I questioned why I was told 24 hours originally, she stated they just advise the 24 hours first. She then advised that we need to call back after 48 hours. I asked what happens if it still shows pending when I call back in after 48 hours. She said there was nothing they could do until the delivery went through. She said that once the delivery goes through, it will debit my account. Meaning that this money, that already showed deducted from my account, will randomly pull from my account whenever. Meaning if it doesn't happen tomorrow it could happen Wed. When I asked why it would just deduct randomly, she became extremely rude, so I asked for a supervisor. I finally spoke with a supervisor named Kelly who told me that it would continue to show pending until the bank processed the payment and payed them. (First time I've been told that). He then stated he would transfer me to someone who could provide me a store credit, I asked if I would be placed on hold again as I had now been on the phone with them for 2 hours 24 mins, he said I would only be on hold for a minute, I agreed. Turns out, he transferred me straight back to the customer service line for me to be place back on hold for up to 40 mins. As I was waiting for someone to answer, someone picked up the call, and hung up.

2 hours and 30 minutes for no resolution and to just be hung up on. I will never order...

While the store is very clean and produce fresh, customer service leaves MUCH room for improvement. I recently needed to order two items in quantity. I needed to order 14 loaves of KROGER brand Texas toast loaf bread. On my initial visit, I was told by Dana(male) the grocery manager I needed to talk to was off but information was taken and I would receive a call within in 3 days. Receiving none, I called back to find out he , Mr. Wooten, had never received the order information but he would check and call me right back. Hearing nothing, I called back the next day and he said he would try to order the product and would call back to confirm. Two days later still hearing nithing, I called again and again was told he would try to place the order. I informed him of the date, ( a couple of weeks later) that I wanted to pick up the product. Still heard no confirmation order had been placed. Today, I picked up the order.

The other item was Heritage Farms hens in the meat case in small quantity when I visited the store. I needed the a case, 12, of this product for an event 3 weeks in the future and was advised to call in the order the week prior to pickup. The meat staff person, Steven, accompanied me to the meat case and saw the product I wanted, to be certain the right item was ordered. I was told the product was delivered daily Mon. Thru Fri. except on Wednesday. I called the order in on Sunday with pickup requested for Thursday. I was told the shipment would be received after 1 p.m. Upon arrival, I was told they found the order, ( written on a brown paper bag) and were looking for the product. 15 or so minutes later, a staff person brought out a case of frozen chickens and told me I could have some not not all. I informed him I ordered hens as written on the order form, not chickens. I was told sometimes hens come in the chicken boxes but they never get cases of hens and they couldn't order them. REALLY? GETTING MIXED MESSAGES HERE! They had my phone number, why wasn't I called? I asked to speak to the supervisor. A female assistant manager presented and said the meat dept manager has been with that dept since the store opened and they have never carried hens. She asked, "Are you sure you were in this store? Are you sure you weren't seeing turkey hens?" QUITE INSULTING! Bottomline, I don't believe the order was ever placed. I live 36 miles from this store and travelled 2 round trips and numerous phone calls to be treated like an imbicle!?...

Ok so other bus drivers and my self go to get salads before field trips or if we have to get our buses inspected we enjoy making salads as we will be there all day usually the salad bar is always set up and we have never had a problem so Monday we stopped like we always do and there was no ranch on the bar so I asked for the ranch the lady started yelling the salad bar don't open till 11 well I already made my salad she then said well she is going to have to get it for you and pointed to the other girl working and then repeated herself again the salad bar don't open till 11 so finally about 10 minutes of me standing there with my salad in my hand she finally brings it out so today I go back in there I went to the back first cause its like 10 minutes before 11 so I order my shrimp first then I go over to the salad bar to see if they have eggs today because they don't always have them and I would have to go grab premade ones from the back the same lady looks at me as they are setting up the bar and says you wanted the salad bar and started laughing I guess because now they waited to set it up till 10 minutes till 11 so we couldn't make one I'm sorry but if this is how you all treat customers then I'm done with this store which really sucks because its only 1 mile from my house also they need to have on the bar what the tags say this is another issue one of the other drivers...