Kroger — Local services in Missouri City

I tried the curbside delivery for the first time today. The procedure seemed simple enough, I placed my order on-line and scheduled to pick up the groceries bethe following morning. I arrived at the curbside loading area and called the number posted on the sign to get an attendant. There was no answer. There was however an attendant loading a car next to mine and let me know that they were running behind and she would run inside and print my order. While waiting approximately 5-10 minutes in my car I received a reminder text from Kroger to pickup my groceries! I then went into the store to speak with the manager. When I was greeted by the manager, I explained that this was my first time using curbside delivery and questioned how long it would take to collect my order and have an attendant bring it to my car. At this point in the conversation with the manager the attendant was spotted taking my order to the car. The manager then escorted me to my car and helped the attendant load my groceries into the vehicle. The manager apologized for the inconvenience and told me that this rarely ever happens. He made it clear that the customer (me) should not have to leave the car and enter the store with curbside delivery service.

I then took the 15 minute drive home and unloaded the groceries. I double checked the receipt against what was in my bags - and surprise - two items were missing and I as charged for an item I never ordered (and yes, I was charged for all the items). The first item was a deli sandwich, which again, I never ordered. The second item(s) were two ribeye steaks. The total for the steaks and sandwich was $34.00. After learning of this error, I then drove back to the store located at 6200 HWY 6 in Missouri City, TX (Corner of HWY 6 and Murphy) to again speak with the manager. When I entered the store I asked one of two clerks, who had no customers and were visiting with each other, to call the manager to the front of the store. They told me to have the person in customer service call the manager. I then stood in line at customer service and had the worker there call the manager. When the manager appeared (same individual as I spoke with previously) I told him of the error and my experience with the two clerks sending me to customer service. I then explained that the half hour round-trip plus gas to return to the store because of their mistake was unacceptable. He apologized and returned my money for the three items that were charged to my bill.

Of course, no compensation was made for my time, gas, and mileage for Kroger’s error.

As a first time customer of curbside delivery (and a last time customer of Kroger) I am appalled at how this whole transition unfolded. I would have been better off and saved time and gas just shopping for my groceries the traditional way.

Kroger has permanently lost a customer who shops for a family of four. I will be taking all my future business to their...

So, Kroger has been my go-to spot for whipped topping cakes. I have never placed an order online, but on April 9th, 2024, I placed two separate orders. One for 36 baseball themed cupcakes, to be picked up April 10th at 5pm. And another for a cake to be picked up for April 11 at 2pm. So, I received an email and texted confirmation. So it was 5:15 pm, and I hadn't received a text that the cupcakes were ready for pick up. So i called the number in the text, and the bakery said there wasn't an order under my name for cupcakes. She passed me to the bakery manager, Vanessa. She said she saw my order for my cake but nothing for the cupcakes. She said she could have both orders ready for tomorrow, April 11, but I needed the cupcakes today in order for me to send them with my son to school in the morning. Vanessa was very apologetic and worked something out to accommodate the order that never made it to the store. I am very pleased with the customer service she showed me and will definitely continue to use Kroger as my go-to cake spot.

*update from my second order pick up on April 11 at 2 pm I got to Kroger and told the lady I had a cake pick up for 2 p.m., and she stated there wasn't an order placed for me. I told her the issue we had the day before and that Vanessa promised me that she saw my order for the 11th and it would be ready for me. I called for a manager and she said that has happened before so she went behind the counter and made me a cake. (A picture below) She tried her best but definitely was upsetting, especially because I had promised my son that his cake would be the one he wanted. I got to Kroger at 2 pm and didn't leave until almost 5 pm. I feel like Vanessa should have went above and beyond to make sure my cake was ready for me. I had got out of work early to pick up my son's cake and I promised him that I would pick him up from school with a Happy Birthday sign hanging from my car and I had to have my mother pick him up. He was so upset. Definitely will be going to the Sugar Land...

I think I’m pretty much done shopping at Kroger in general. They have good products but bad service at every location I’ve tried. Last pick up order I did they called me like 2 hours early saying the order was ready I can pick up whenever. That was fine but when I got there and called saying I was in the pickup area the guy gets an attitude saying “well you didn’t respond to your substitutions. So it’s going to take a while because we have to print the info out”. But no one told me anything about any substitutions and every other store I shop at sends an email or text about the substitutions. I didn’t get ANY of that from Kroger. Even the online account didn’t show it. Then another time I was waiting for a really long time in the pickup area and saw other cars coming and going that came after me. I called asking was something wrong with my order and the person gets an attitude saying “you haven’t been waiting 20 minutes you’ve been waiting 4 minutes!” How was I waiting 4 minutes when I can see on my phone what time I called and why would they be rude like that to a customer?? Even when I shop in store some how something is almost always missing from my bags when I get home. I’m starting to think they have a pact to keep at least one item from each customer when you check out (lol). I’ve talk to other people that say the same happens to them. So they stopped shopping at Kroger. Kroger has really gone downhill. Can’t abuse customers and expect to keep...