Kroger — Local services in Imlay City

Imlay City Kroger (Visit: Tuesday, October 7th, 10:30 AM – 11:45 AM)

During my visit, I experienced extremely poor customer service from the self-checkout attendant. I had 52 items, but I’m typically very quick and efficient when using self-checkout — especially since I prefer to bag and organize my items in a specific way due to being on the autism spectrum. I also have a torn meniscus and ACL, which means I lean against the monitor for support while checking out.

Partway through my transaction, an older, shorter woman with glasses and no visible name tag approached me and told me, “If you have a large order, you need to go through the register lines.” I politely explained that I am on the spectrum and have to complete my checkout a very specific way for sensory and organizational reasons. Instead of being understanding, she became dismissive and condescending, making me feel uncomfortable and unwelcome.

She smirked and said, “It’s part of adulthood, love. When you get there, you’ll understand.” I am 21 years old and, although I may look younger, that comment was extremely disrespectful. She also began telling me how to bag my items and where to place them in my cart — after I had already explained that I needed to do it in a particular order due to my disability.

When I later asked for assistance because the scanner did not register one of my items, she replied sarcastically, “I thought you wanted to do everything yourself,” then proceeded to talk negatively about me to another customer, saying, “I asked her to move to a register and she refused.”

This experience was deeply upsetting and disappointing, especially since I am a regular at this location and have always been treated with kindness and respect by other staff. I hope management addresses this issue seriously — no customer, especially one with a disability, should be made to feel unwelcome or ridiculed for needing to accommodate...

Certain formulas are very hard to find, as most know. Every week I call basically every store from Sandusky to Port Huron to Lapeer to imlay city and down to hall road-trying to find Enfamil nutramigen formula, the formula my son HAS to have. Do I feel bad bothering employees? Yes, absolutely! But, at the end of the day my son has to have this formula to survive, obviously. Today I called at about 4 o’clock. I was on hold for just under 15 minutes and the individual that worked at customer service finally had to go look herself to see if the formula was on the shelves– online it said it was available but that is not always the case which is why I call. This individual stated they had none. I thanked her and let her go. My husband was in the area and decided he was going to go look for himself just in case…. and guess what…. there was over 20 cans of Enfamil nutramigen available. So, to other moms and dads out there that are going through the same thing as myself and my husband-even if their website says it’s available and the individual that is supposed to check says that they don’t have any- just go and look anyway because more than likely they have it. I don’t think people truly understand what we as parents are going through with the formula shortage. And to this employee, you actually just almost cost myself and my husband HOURS of driving around, stressing over the situation and more worry over not finding this formula because you were too lazy to actually go and look. The infant isle is probably about 15 steps from the customer service counter. This isn’t a loaf of bread that was needed….it’s literally something that A BABY NEEDS!!!...

If the bottle return closes at 9 pm, then why was it accessible to me at 9:30? WELL, open arriving, I walked right in the front door of Kroger and right into the bottle room ( I never saw a sign). I, mind you, did not remove any baracade (carts or anything) nor ativate any machines (if a customer can even do that). The machines were on and active. Then a worker came in, told me that the room was closed at 9, that he had closed the area off and the machines we off.... 🤔 Then he told me I could proceed with my return. Then, he also told me I could not redeem any of my slips until I returned on my next trip. THAT IS WHAT THAT TRIP WAS TO RETURN BOTTLES. Around the time I was done, about 10 mins to 10 pm (closing time), a different worker came in and asked me if I was almost done. 🤷🏽‍♂️ Thanks for making me feel like I was bothering your workers and being an inconvenience to your store. I appreciate the anxiety. Thanks for coming at me like I was in the wrong when you messed up, not me. As iI walked out a girl working was standing there watching a man doing self check out with many items with 2 kids, and the guy working with her was on his cell phone. Bet that man could have used a cashier to help him check out. PLUS, I live 20 mins away. Of course, when the worker said I could do my return, I finished. I wasn't going to just leave, I drove all that way there and dragged my bottles inside 2 Stars because I shop here with not many other options around.

• UPDATE 5 ☆* Talked to store Mgr Randy. He said that he will adress the issues that...