Kroger — Local services in Flowood

From my original complaint submitted to Kroger: "March 24th, I placed a pickup order that included a buy-one-get-one-free item. However, one of the items in the deal was unavailable, yet I was still charged full price. When the employee, Alex (I believe), brought out my order, she initially approached the car next to mine before realizing I was the correct customer. As she arrived, I received the emailed receipt. She then confirmed my name, asked if I had any coupons, and inquired about where to place the groceries. At that point, I asked about removing the buy-one-get-one item since the other was unavailable. She insisted that she could not remove the item because the order had already been processed, but offered a store credit instead. Since this was not an ideal resolution for me, I requested to cancel the entire order. However, she stated that cancellation was not an option. I then requested to speak with a manager. After a few minutes, Quincy, the manager, arrived along with Alex, who appeared to be leaving for the day. Quincy explained that the store could not issue a refund and that I would need to contact the 1-800 customer service number. This was not a feasible solution, as I was leaving without groceries and needed an immediate refund. Despite my concerns, Quincy proceeded to call the 1-800 number on my behalf but did not seem to fully understand the issue. I spent approximately 30 minutes waiting until another employee, Christopher, intervened. Christopher quickly processed my refund while Quincy was still on hold, proving that the issue was, in fact, a simple fix. Following this incident, I received an email from Kroger stating I do apologize that full refunds for pickup orders or issues with in-store purchases are handled at the store by management. I do apologize for the inconvenience. This however is contradictory to what Quincy told me. Additionally, I attempted to call Matt Williamson at 901-765-4100, only to be routed to an offshore call center, which resulted in another unproductive conversation. I am disappointed with how this situation was handled, particularly with the misinformation provided by management and the unnecessary time spent resolving a straightforward issue. I would appreciate clarification on your refund policies for pickup orders and assurance that employees receive the proper training to avoid similar issues in the future. Thank you for your time. I look forward to your response."

April 3rd - Thomas, another manager, called me today to see what the issue was, stating that he received my complaint. He then began to loudly speak over me as I was trying to explain my issue. It was apparent he was just checking a box to say he followed up and didn't actually care about what I had to say. The entire phone call lasted 4 minutes.

At the end of the call, I once again asked to speak to the...

I ordered a cake from Kroger on 6/25, 2 days prior to the date of pick up 6/27. I got to the store at 5pm on 6/27 my order was to be ready at 8pm but I came early to check on it. no one in the bakery was there anymore when they went to search for the cake. it didn't even get made. they called me the next day to apologize but at that point it was too late because I needed it that morning. I had to buy two separate cakes that were already made not fresh to make up for the large cake I had ordered. I had to buy my own products so I could write on the cake and it didn't look professional because I don't do for a living. I ended up paying more money for something that I had to do with myself. I've bought more than a dozen cakes from them in the last two years and spoken highly of them. The pharmacy has always been a disappointment and lately my groceries have been bagged poorly by the bag boys. I even received expired products on my Kroger car side orders. I never thought I would be disappointed in the bakery as well. To say this Kroger has gone downhill is an understatement. Giving 1 star is going...

I am soooooo very disappointed with the pick up service at this store which by the way charged me $4.99 to pick up. I ordered a couple things I needed for New Years Day on December 30th, 24 hours before my pick up time of 1-2 pm. I received a call from Kroger asking if I could pick up at 3pm. I explained to the girl that I was going out of town so no I could not. She asked me if 2pm was ok and I agreed. Naturally I got there early at 1:45, checked in and waited. Several cars pulled in after me and got their order, still I waited. Had a conversation with the car next to me about how long we had been waiting. Finally a young girl came by with groceries so I asked her if that was my order (45 minutes later) she said no and added that she just clocked in and every order was “red” meaning nothing was ready. I then told her to cancel my order because by then I had waited an hour for 2 bags of groceries that was ordered 24 hours ago. I WILL NOT be ordering my groceries from this Kroger ever again!!!! 1/10 do...