Kroger — Local services in Fort Worth

Purchased a ‘close out sale’ mug. Was over charger (charged regular price) for the mug. I noticed it the next day on the receipt and called customer service as soon as I noticed it. I spoke with Shelia and she told me just write down her name on the receipt and mark out the item and write the actual price next to the incorrect price. Okay so I did just that and time stamped it just in case. I come later that day to show them my receipt and purchase another mug on ‘close out sale’. I bring the item I want to purchase and my receipt up the Shelley, the customer service employee at the time. She was handling and one other person at the same time. She asked me what I needed, no hello or greeting just straight up, “What are you needing” I explained I spoke with Shelia about my situation. She then proceeded to aske me why I marked out the wrong price? I told her that what I was instructed to do. She proceeded to say “Shelia is such a pain in my ass” and took my item and receipt and went to the other lady she was helping and calmed her tone and was being very nice to her. When she came back to me I said I would like to purchase the mug with the cash I receive back from this mishap. She made it a big deal that it had to be the card that I used yesterday for it to be returned to. Then after making it a big deal she gives me the cash back and rings me up for two ‘close out sale’ mugs (incorrectly charged yet again). As she was refunding me and ringing my mug up she said, “I’m just gunna give you the cash back I am so over today”. Why did she even make a big deal about the refund to the card if she was just going to give me the cash back anyways (which was the incorrect amount). She did not wrap my mug to assure it didn’t get broke and insisted I get a plastic bag in order to leave with the item from the store... I typically don’t use plastic bags and I told her I didn’t want one because it is harmful for our planet. She said “You have to have one in order to leave this store with your item”. I have never been treated so poorly. As soon as I left the store I immediately called management and spoke with, Alfonso the manager after multiple attempts and waiting about 5 minutes for someone to answer. When he did I told him and I said I would like to come back in the store and get my money back because I was treated wrong and was over charged, yet again. I told him I did not appreciate the way I was treated my Shelley and would like to be dealt with by you because I knew if I came back in there again to customer service and informed her that image rung me up wrong she would give me a hard time just like before. He states he will deal with her later... Then he led me in the direction of a cashier (Matthew) and he refunded me the correct amount and was very nice and even conversated with me about cool mug. But I do feel like the manager didn’t do his job properly because he didn’t tell him about what was going on with me he said just ask her what she needs and I told him. I feel like his communication skills could have been better towards the cashier refunding money to people.... anyways all around a bad experience. I usually shop at this Kroger once a week for groceries. I will no longer be coming to this location. I willl be going to the Kroger in Saginaw...

I visited this store on 12/27/2020 to make a return as my daughter purchased the wrong lasagna noodles. I visited the Business Center, where the employee was servicing a customer and I was next in line. There was not anyone behind me. After she, who I later found out was was name Serifa/Serita, finished the transaction with the customer in front of me she walked away the counter. She did not acknowledge my arrival nor my presence. She did not state that she would be back. She just walked away. I stood at the counter for a while awaiting her return and noticed that she was standing in front of the self-checkout area standing there and watching me from afar. She later started a conversation with another employee, who I later found out was a supervisor by the name of Jaden, but never came back to the counter. I went to the lady working the self checkout area and asked for a manager. She then made her way back to the Business Center, in what I thought was an effort to help me but I was totally wrong. I walked up to the counter and another person approached behind me and she ignored that I was at her register and worked the person behind me. Again, she did not say anything to me. Manager, Zachariah, arrived and I explained what was going on. She told him that she was not going to wait on me. I do not know her reasoning behind it because I have never met this lady in my life. The only thing and reason for not waiting on me was because of the color of my skin. I was the only customer of color. Zachariah, who may be 18 years old, did not address the employee at all. He waited on me and Jaden heard my story and confirmed and acknowledged that she walked away from the counter in an effort to not service me and later sparked a conversation with him despite by wait.

I am very disappointed in the behavior of your employee Serifa along with your managerial staff. If they are unable to address their employees, because they are too young to address the matter, something needs to take place. And if Serifa does not want to wait on minority customers she needs to start her own business where she can determine who to provide her HORRIBLE customer service to. This is...

My most recent pickup experience here was less than pleasant. I picked up my order, got home, and realized that EVERY SINGLE bag in my car did not belong to me. I immediately went back to the store and talked to the associate in pickup. He seemed baffled as to how it could have happened (another customer was picking up at the same time - clearly the orders were mistakenly switched!). But he took the incorrect order back inside, and since it was closing time, said he would leave a note for the staff to contact me the next day. No one contacted me. I called, was put on hold for 10 minutes, and then was told all I could do was go on the app to request a refund. (They couldn't process the refund and they couldn't re-pick the order...really?!) I attempted to request the refund through the app - but the app told me to contact customer service (guess it doesn't like when you select that you didn't receive EVERY item in your order!). I then called the customer service number, which is 100% automated with NO option to speak to a representative. If you're missing items, you have to tell the bot every single item that you are missing. I gave up and then tried the chat...which is also automated and didn't seem to understand that I was missing ALL items in my order. Finally the chat connected me to a representative. The rep told me she contacted the store and they claimed I didn't bring the wrong order back! After 10 minutes of giving her every piece of info I had, she finally said she would process a refund. Customer service is GARBAGE.

Also, I was told the Goldfish and cherry Coke I ordered were out of stock - they were sitting on the shelf when I went in to...