Kroger — Local services in Pearland

I don't normally shop here because each time I do, there are never enough cashiers. I prefer to drive a little further to HEB where ALL the registers are manned. They did not disappoint.

Today, I happened to leave the gym next door and needed milk and eggs, so I thought: Why not? There weren't many cars in the lot. My husband and I ran in. Turns out they had several items on sale. Ended up with more than 15 items. Unfortunately, when we got to the registers, the LINE was long, and the only option was to self-check-out. There was literally ONE older woman working the front, and frankly, she looked flustered as she moved from register to register addressing each individual issue. Because there is only a limited space available in the bagging area, we had to move a bag, which prompted an error code multiple times. Each time, we had to wait for said lady so that she could come and REWIND AND INSPECT THE VIDEO to make sure it wasn't because we stole something!!! WTH??? FIRST, I AM FORCED TO DO YOUR JOB!!! AND NOW I'M BEING HUMILIATED IN FRONT OF A CROWD OF FELLOW PATRONS because I'm not doing the job to your satisfaction, apparently? I almost walked out and left the food there, but my husband talked me down.

To add insult to injury, upon one of these times when we needed assistance, the lady disappeared. Apparently, she had gone to call for backup because by then, the line was wrapped around to the back of the store (not exaggerating). While I was looking around, and a Latina cashier approached behind me and started asking rapidly: MA'AM ARE YOU IN LINE? MA'AM ARE YOU IN LINE? MA'AM ARE YOU IN LINE? I said I'm looking for the other lady who was up here. I can't believe there's only one person up front. She says: WHATEVER! And just waves at the other people near me and rushes them over to another register. SHE'S FRUSTRATED? REALLY? So, NOW there's a sense of urgency? Because it's almost 10 pm, and they have a line all the way to the back of the store? I know that these corporations schedule their employees based on electronic algorithms but Kroger's data is very obviously flawed. They are just as bad...

I wouldn’t even give this Krogers a 1 Star... but I had to give them something to write this review. I hope everyone reads this to save them from the struggle and time I’ve wasted with Krogers! It started with my 1 hour online order I place on Friday with the expectation of picking up my order on Monday night between 8 and 9 PM which the website stated was the first available pick up date and time. If the delivery fee wasn’t $11.95 I would have gone with that option but it was high especially when H-E-B is delivering for FREE right now. Anyway, I decided to just pick up my order to save money. So on Monday the day of my pick up order I received a voicemail from Krogers at 1:34pm that said they regretfully have to inform me they will have to cancel my order due to staffing issues and volume of orders but they will issue me a refund. When I called Krogers, I was trying to be reasonable and understanding as far as their issues were. So, I asked if my order could be picked up at a different date or time and I was told NO they had to cancel my order. They were very rude and when I asked for a manager; she told me no and said I can answer any questions you have. She also told me her manager was unaware of the online orders therefore it resulted in them being under staffed. Basically, she wouldn’t even let me speak with anyone else and refused to assist me in coming up with a better solution. So, I’ve wasted Friday, Saturday, Sunday, and Monday when I could have ordered from a grocery store that cares for their customers! I would have waited on my groceries because I know things are tough right now but it was made very clear to me that Krogers does not care for their customers or have the time to assist them. PS not to mention I still received a reminder text to pick up my groceries from 8-9pm today which clearly they cancelled and to top it off my refund is still pending! Thanks a lot Krogers, my family of 5 really appreciates not...

Frustrating and Inconsistent Service

I’ve been coming to this Kroger location for a long time to cash my payroll checks, and I’ve never had an issue—until today. The representative at Money Services told me they didn’t have enough funds to cash my check, but I know from past experiences that when this happens, they simply withdraw the money from the ATM that’s literally two feet away. Other associates have done this without hesitation, so I don’t understand why this particular employee refused.

The check wasn’t even for a large amount, so I find it hard to believe they couldn’t accommodate me. If there’s a new policy in place, that’s one thing, but if it’s just an employee deciding not to follow what has been the standard process, that’s unacceptable. Very disappointed in the inconsistent service, and I’ll be thinking twice before coming back.

Update: Following my initial experience, I decided to return during my next paycheck to see if the same issue would occur. During that visit, the Kroger representative acknowledged there were not enough funds on hand to cash my check and proactively went to the ATM to retrieve the necessary amount to complete the transaction.

I returned again more recently to give the store another opportunity, hoping that a clear policy had been established and implemented company-wide. Unfortunately, the same issue occurred—resulting in a 30-minute delay and requiring the involvement of a different manager.

Respecting customers’ time and ensuring consistent, well-communicated policies across all locations is essential—especially when offering a paid service. A lack of standardized procedures not only causes inconvenience and frustration, but also contributes to a decline in customer satisfaction, which can ultimately affect sales and long-term...