Kroger — Local services in Novi

There was a time when the Kroger in Novi offered a better-than-average shopping experience. However, those days are long past. As a single example (and there are many more), consider the experience I had today when buying wine.

I am careful to purchase wine in quantities that will enable me to benefit from the store's 10% discount. As promised in the store's sign there is a discount of "10% Off Any 4 Bottles of Wine." A photo of that sign is attached to this review.

While checking out today, with the required "4 Bottles of Wine" I was surprised to find that there was no 10% discount. The cashier had no idea why, and she told me that I had to speak to the Customer Service staff.

Moments later, a store management staff person came to my check-out and angrily told me that there was no additional discount because one of my wines had a retail price that ends in "$0.97". I pointed out that the signs say "Any 4 Bottles". Then the angry employee became combative and essentially ordered me to see where the policy is posted.

As you can see in the attached photo, Kroger has decided to engage in a "gotcha" form of marketing. The "gotcha" comes when the customer is humiliated because they did not read the fine print on the sign. All I can say is: Shame on Kroger for engaging in this type of practice.

However, the angry / combative employee really made the situation unacceptable by claiming that the entire issue is "Kroger's policy - and not the store's fault." Let me say this kindly: As a manager at a store, you represent the company.

So, the end result is that a customer has been subjected to "gotcha" marketing, and has been scolded by an angry / combative employee. Is this really the type of experience that customers seek? I suggest that the answer to that...

Very beautiful store...but VERY poor customer service! Her name is Nicolette...she said she was the customer service manager however I had a hard time believing her because she was so rude...so loud...and what seemed to me... racist. I entered the store at exactly 9:51pm...right behind a causian couple....and a Indian couple... the so called manager Nicolette said literally nothing to them...but the moment I walk by instead of saying hello...welcome to Kroger, she starts screaming "we close in 5 minutes, you do you know that right ? The lights are going to go off on you if you don't hurry up"..I have never been so embarrassed in my life...her demeanor was HORRIBLE and AGGRESSIVE. It was so scary and threatening, I thought Nicolette was going to hit me... I rushed and grabbed the gallon of ice cream for my relative...along the way several employees and customers stopped me to apologize for the terrible customer service I received from the manager including the white couple that entered right before me. They told me the manager was so loud they heard what she said to me and found it strange she had said nothing to them and they came in two seconds before I did. One Kroger employee whispered to me," the manager Nicolette always becomes rude and abusive late at night." After I grabbed the ice cream and left the store, I realized I had forgotten something so I stopped at the Walmart on Novi Rd and Grand River...the moment I walked into the Walmart I was greeted by a manager. She smiled and in a pleasant voice said,"Hello, welcome to Walmart...just so you know we'll be closing in 30 minutes". There was no yelling or screaming or embarrassment nor did I have to file a police report with the...

I am handicapped.

I have to use one of your Kroger motorized carts.

I had some financial matters that the Service Desk could attend to..... However, there was nobody to service the Service Desk.

After waiting over 10 minutes, I called the store and waited at least three to five minutes before someone answered the phone. I could hear the overhead pages. I finally got an answer.

ME: "Is there anyone at the service desk?"

Kroger Employee: "Yes."

ME: "I've been waiting over 10 minutes. I haven't seen anyone

Kroger Employee: "I'm over here in Self-Checkout."

HANG UP ON ME.....

A woman came over and immediately started reprimanding me that she couldn't see me.

If she couldn't see me.... How did I expect her to help me was her immediate response.

Most importantly.... NO APOLOGY FOR NOT SEEING ME.

I don't expect to be treated as a person allegedly "hiding" at a fully visible station.

It is NOT MY FAULT you couldn't SEE A HANDICAPPED PERSON WAITING AT YOUR HIGHLY VISIBLE SERVICE DESK.

I can appreciate that Kroger is short staffed.

However, if you look up above the Service Desk there are a multitude of cameras.

The first thing in CUSTOMER SERVICE is to apologize for an inconvenienced customer.

You demean them in front of other customers.

If I could give LESS THAN ONE...