Kroger Marketplace — Local services in Katy

I shop here because it's the closest grocery store to my house but it can't compare to HEB in terms of customer service or products. It shines in only two areas: the meat department is good with lots of selection and their manager's specials are a good deal. The main reason I docked it two stars is because of the checkout experience. I frequently have to sack my own groceries and most of the time I have to use the self-checkout because they have too few tellers open. This would be fine if the prices reflect a self-checkout level of service but the prices reflect the typical prices of the grocery store except that you now basically do everything yourself. The self checkout isn't too bothersome except that all of the plastic bags are on a scale, so if you have too many items to fit into a couple of bags and you have to remove the bags and put them back in your cart then the computer system freezes up and won't let you proceed for about 30 seconds. This is very annoying when you're only in self checkout because they have too few, or no, cashier tellers open. The other reason I knocked it two stars is because their produce section is nowhere near as robust as HEB's.

UPDATE: They also have begun charging a $.50 fee for cash back. Who does that?! It's a literal example of being nickled and dimed to death.

UPDATE: Service continues to decline. I routinely have to wait 5-10 minutes for help in the meat department. Typically at least 10 minutes go by before I am finally helped.

UPDATE: Further solidifying their 2 star rating, on multiple occasions now I've attempted to use their mobile app to check out and the app does not work. If Kroger is going to require using their own app to check out on a mobile device the better darn well make sure the app is working. I know that this is not pertain to this specific store but nonetheless it reflects on the company as a whole and the...

I came in today at 11:48 to buy just a few quick things that I needed this Kroger is next to my house it’s a lot closer than the HEb the other direction. This is the second attempt where I’ve had the same outcome occur each time I have gone in and I’ve only gone to this particular store maybe a few times in a matter of weeks the same person I’ve had dealt with last time is the same one that was there today. This woman was an older white lady I think she had glasses I was in the process of doing separate transactions because I’m buying for some family members a few knickknacks once I was checking out she came to me and asked me if I had scanned the soap At the bottom of my cart.I politely insisted that that is for a separate transaction that I had for my mother so I need a separate receipt. she proceeded to hover around til it was finished but payed no mind to the Caucasian woman with dog food and water cases under her cart. This is the third time this lady has singled me out and I’m honestly annoyed that a Hispanic can’t be treated fairly. It’s appalling that you have to feel discouraged from even wanting to buy things here . I’m no longer going to be shopping here cause feel I feel like I have been discriminated against and I’m going to start shopping at H-E-B because there they treat you like family and there they don’t hover around you they allow their customers to shop freely and if they have any concerns they help them they don’t accuse or suggest they are not doing something. At H-E-B the most raggedy dressed person could be spending close to $500 or more at H-E-B with no problem but I feel whenever I go to Kroger If I’m simply dressed in sweats because it’s raining but I’m look like somebody who would steal something. So bottom line don’t waste your money here go to HEB where they treat you with...

On September 23, around 7:30 PM, I visited the Kroger on Grand Parkway. I chose to check out at a regular register instead of a self-service one. The cashier who assisted me was named Caydance. Unfortunately, she didn’t greet me at all. When I approached her and asked how she was doing, she simply replied, “I am beyond exhausted.” As she continued scanning my items, she didn’t offer any assistance, prompting me to start bagging my groceries myself.

Once she finished ringing me up, I kept bagging my items while she stood idly by. As she began assisting the next customer, I still had items on the conveyor belt, so I politely said, “Sweetheart, if you’re not going to help me, at least wait until I’m done.” She responded, “I was going to help you.” However, she hadn’t taken any steps to do so, and she had ample time to assist me.

Afterward, I went to customer service to request a manager. I stood quietly as three associates approached me without offering any assistance or even acknowledging my presence. Finally, I asked one of them for a manager, and an assistant manager named Cheryl came over. I explained the situation to her, but instead of apologizing, she simply stated that Kydance should have helped me bag my groceries. Cheryl failed to address the lack of service from the associates at the customer service desk and didn’t seem to engage with me as a customer.

This experience was one of the worst I’ve encountered at Kroger. It’s clear that someone in upper management needs to review the surveillance footage and assess their employees’ performance. The treatment I received does not align with the standards of good customer service. If this continues, customers like me will seek better service elsewhere, and I certainly won’t be returning to...