Kroger — Local services in Woodstock

Kroger on Town Lake Parkway in Woodstock, GA definitely has a customer service issue. Kroger had a flier advertising a 4th of July Rib Fest. It stated to pre-order from the Deli Department. We ordered (4) slabs of ribs from the deli department. They asked me the day and time I would need the ribs, which was 12:00 noon on July 4th. I asked where should I pick up the ribs and she said at the deli. On July 4th I drove my handicap shopping cart to the deli and I asked the deli clerk about the ribs I had ordered. He was unaware of the process and he conferred with the deli manager. She stated that we would need to go outside where they were cooking the ribs and pick them up there. Since she did not explain the process any further, I asked her if we paid for them first or after we picked them up. Her response was very frustrated say that she could give us a bar code to pick them up. It was obvious that she did not want to help us through this process. When we got to the out door cook out we gave the cook our receipt and what ordered. He stated what ever! I guess out of his frustration that people were starting to line up and the ribs were not ready. I would like to make sure that the issue with the lack of customer service is not from your front line employees but from the management. Why I say this, we have experience on many occasions new employees that were very friendly and after working a while they seemed to be very hesitant of socializing with the customers. I realize their goal is to be very productive and efficient, but is this the culture and relationship you want in your store? Just a few other management decisions that have shown the stores lack of customer service. During Covid the store manager decided that the cost of providing too many sanitizing wipes that were conveniently next to the shopping carts. He decided to locate the wipe behind the customer service counter. We then were required to get our shopping cart and ask for a single wipe behind the customer service counter. REALLY! Touch the cart and the go get the wipes. The time that the manager decided to move the garbage cans at the gas pumps because of the bees that were swarming around them. If you checked your oil you had to give the wipe to the gas attendant behind the glass room. It took me saying something several times before it was corrected. Do you really think that was the solution? -Please realize that your friendly employees that greet your customers is a reason we shop there. Making them feel that they are not able to take a few minutes to speak to the customers is the wrong philosophy. If low price is all that you are shooting for, then I guess you are...

I have officially decided that I will no longer shop at the Towne Lake store even though it's the closest store to me. I have expressed in multiple reviews how disgusting the restrooms are and it doesn't improve. I visit this store 3-4 times weekly and spend an average of $1200-1500 monthly. The straw that broke the camels back was my terrible experience yesterday. I needed to return a store brand item (defective for the 2nd time) so I wait at the customer service counter. There was a sign that said, "lane closed" so I waited in line at the floral counter since it is next to CS. The guy at the floral counter called someone to help me so I waited for 10 minutes. Once the CS person arrived (appeared to be a manager), he said I need to go to the self checkout line and they would be able to help me. I waited for another 5 minutes and the very rude lady said I would have to go to isle 10. There were 5 people in line at isle 10. I said to the lady that I have already waited a significant time and the manager told me to see her. She then rudely replied, "I am telling you that I cannot complete this transaction". After I pushed back, she had the audacity to walk to the manager and was clearly mocking my frustrations. I then ask the manager if he could help and he gave me a store credit. This took about 20-25 minutes total. I went to pick up a few items, then waited another 20 minutes in the pharmacy line. This is also a normal wait time for this locations pharmacy. It's like this every day so I am unsure why additional staffing is not added. Overall, this store is a disgrace to the Kroger brand image so I would highly recommend some district/regional manager investigations. That is of course, if anyone cares. I have been a loyal Kroger customer for over 20 years and my disappointment grows. At this point, I am considering paying more at another grocery chain that is cleaner, more organized, and the employees actually care about the customer experience. I lead a nation-wide team of 500 people so I fully understand the challenges of quality entry level workers. I also fully understand the critical importance of solid leadership when you are managing these team members. I hope someone actually does something about the ongoing customer unfriendly environment of this store. I did not get names of the employees involved but my receipt number I was 463 501...

Not only could I not find the beer section in the store since it's not located next to the drinks like every other Kroger and grocery store does... but Meagan at register could have chose not to be a brat... my fiance and myself left our wallet in the truck on accident .. she took that as us trying to get beer underage... my fiance said to her "I apologize but she might be just a second because we parked kind of far away" and instead of responding nicely she said "I'm sorry but you guys just don't look old enough" and she pushed her little button for a manager to come over... the manager didn't say anything and just stood around close to us, but when I came back in with the wallet she didn't say another word to us BC WE ARE OLD ENOUGH we weren't trying to break the law (shocking!) She did not tell us our total or say thank you. She didn't say a word.. she didn't even hand us our receipt, she sat it on the counter and looked away as if she was annoyed with us... we have tattoos all over our body and we are 28 and 30 years old... I understand she was doing her job but she didn't have to be a smart ass until she had a reason to be... we left our wallet in the truck, which we would have had to get for our money to pay as well, so there's no way it seemed like we were trying to get away with buying beer underage... teach your employees better in rough situations kroger... don't put up with smart mouthed children running your registers because that's where the heart of your customer service comes from... she could have been nice or at least cordial about it all instead of popping off at the mouth while she waited for us to...