Congratulations! YOU are the WORST Krogers I've EVER visited. Further. CLEARLY NO ONE CARES at Kroger. I wrote Customer Service (ha! Joke!) on 9/23/24 to report the PATHETIC experience in your store - and NO ONE bothered to reply, so... here's my original report to Kroger...

I have been a Krogers customer for about 13 years now. Only recently have I relocated to regions where I can shop at Krogers. I *almost* always find it to be a superior experience. Today in the Rawlins "City Market" was anything but.

I would characterize the store as DISGUSTING, DINGY, DEPRESSED. I know they recently had a problem with their frozen storage - that did not impact me as I ATTEMPTED to shop the store. (I learned this from the manager.) I was interested primarily in FRESH produce, chicken, yogurt and perhaps more if I was not so turned off as I walked the store.

The produce section was DISMAL - virtually NO organic and what organic was there was BAD. The non-organic lettuce was also wilted. This is NOT typical of any other Kroger store I have been to. I'm a traveler and wherever there is a Smiths or Fred Meyers, I preferentially shop there. ALL Krogers (except this one) are generally fine (or better.)

This store, put simply is the WORST kroger's I've EVER been to. If I were the CEO of Kroger, I'd shut it down, fire the management, install a new team and do a MAJOR renovation.

The chicken pricing was NOT competitive. Valley Foods - a SMALL store in Saratoga was 35% less for natural, skin on thighs.

Foragers Yogurt - a STAPLE at most Krogers was NON-EXISTENT. Ham steak? Forgetaboutit!

I know Rawlins is not Steamboat Springs, but geez, couldn't it be as good as your store in Rock Springs?

Bottom line, I WASTED an 80 mile round trip drive to go to this City Market and BOUGHT NOTHING. I returned to Saratoga and shopped at Valley Foods. While I remain in Saratoga, I will shop there OR Walmart in Rawlins. I would WELCOME a decent Krogers in Rawlins.

I've visited Rawlins many times over the past 8 years or so, while this store was never spectacular, it was NOT nearly as poorly stocked, priced and DISGUSTING as it is now.

Please fix it or CLOSE it as it is only degrading Krogers fine reputation. Again, I wish I had NOT wasted an 80 mile round trip (about 5 gallons of diesel fuel) made PRIMARILY to grocery shop. Too bad there really aren't ANY grocery stores in Rawlins at this time.

Alan Sills

We used to live in GA where there are Publix and Kroger and a few less know others. I always went to Publix because the stores are brighter and the staff are very friendly and greet the customers with a smile and in a frienly manner, from the cashier to the managers. We moved to Jackson a few months ago and there is this Kroger which is very close to our house so we decided to go there. One of the first things I noticed is that the staff are very unfriendly, hardly ever smile or even look at you. Plus I hate their digital coupon system because some of the times they don't work and we have to spend additional time dealing with that. In those cases a supervisor usually comes over and uses a key to override and makes the coupon work for us. Today we did our shopping and went to the register where some of our digital coupons did not work again. A supervisor came over and asked to see my wife's phone to confirm that she had the coupons clipped and instead of overriding the system and making our coupons work, she cancelled our entire purchase and told us we had to go back to the line and start over. The lady was very unprofessional with her attitude rolling her eyes at my wife and did not even look at us or apologise for the inconvinience. There were also other customers behind us waiting and she did not even acknowledge them and apologize for what was going on. I did not want to go back through the line again so I said forget it and left our cart full of groceries behind after spending about 45 minutes at the store picking out our items. I went to the customer service desk and asked for a manager. It took over 5 minutes for a manager to show up and his personality was as sparkly as the others. He lislended to us with no expression and I could tell he was waiting for our conversation to be over as there was no apology from him either and just said that should have happened and based on what I heard he knew exactly who I was talking about. He did not offer to help in any shape or form or come with a sollution and offer to help us or do anything. Its so bad that I told my wife that we are going to do our shopping at Walmart from now even though they are furuther for us and their customer service is not that great either. It's a shame. I heard the Publix may be coming to Jackson which is great news and that is where I will doing our shopping if that actually happens. As a previous manager for about 35 years, I know that employees follow company's and management's culture and expectations and we know what the Kroger's culture is.

I worked at Lexington Kroger Pharmacy for almost 2 whole years. I was never offered a full-time position! I was working well over part-time hours but never received a full-time title or health benefits. After being there for a year, the PIC I started out working for found another job. My complaint/review is regarding the current PIC working there. While working with the new PIC, I've witnessed her talking to other supervisors negatively about other employees. She has also denied potential employees jobs because of race/religion. There is plenty of favoritism in the workplace, so much so that she'll have no problem coming to you about a situation before she confronts someone with seniority because she's worried it may upset them. Things had gotten so bad, my health was going downhill fast. I had been diagnosed with high blood pressure. I also at the time had been having horrible migraines. It had been years since my last eye appointment, and I was worried that was one of the contributors to my migraines - so like anyone else, I made an appointment. I was notified that I wouldn't be able to get an appointment until February of 2024. The office mentioned I could call back to see if there had been any cancellations for a sooner appointment. Luckily there was a cancellation. The day before the appointment I notified the PIC about my appointment and she said nothing. Feeling frustrated, I asked the other pharmacist if I could go to my appointment mid-shift. I was told I could go to the appointment, but I would have to stay later than my shift originally ended. The next day I was told by the PIC in front of other employees that I needed to make my appointments on days that I'm off and to not let this happen again. I was at my wits end. I felt as if I was being seen as a doormat. I was walking out after my shift ended, but I turned around. I let the PIC know that with the two days I had off each week, it was a bit challenging to get every single appointment to align with those days. She then offered to cut my hours. Once she realized the conversation wasn't going to go the way she wanted it to, she refused to continue it. I told her I was done with the conversation and walked away. She took that as an "I quit" statement. I hope this helps someone in the future! This place has become a nightmare for me! The whole store has become a circus act. Nothing but kids running the front of the store, and always understaffed! Thanks Kroger!

STOP LETTING YOUR EMPLOYEES MAKE VIDEOS AT WORK AND MAKE THEM DO THEIR JOB. HE IS MAKING VIDEOS AT WORK WHILE HE SHOYLD BE PACKING ORDERS.

We've shopped at Kroger for 40 years and when just going in to buy groceries I guess the experience is okay enough. We've had situations where we drive to another neighborhood because the Kroger in our neighborhood is dirty and staff are not so nice. The first other neighborhood we drove to was better in a lot of ways, but their handicapped carts were never available or not charged up. So, then we went to another neighborhood across the river in another state but still close enough to make it do-able, and that Kroger has been clean, helpful employees, enough handicapped carts that are usually charged up and if they are out of carts because it's busy the employees will get you seated comfortably until a cart is available and then they bring it to you. So, because of that third store we tried, I hate to say too much bad about the stores, because some of them are good.

My problem has mostly been with online shopping. Yes, I need a handicapped cart because I'm handicapped. I can't walk long distances, but I am still able enough that during a lot of this time I've been taking care of older family members who are in worse shape than me - so between me being handicapped enough that I can't walk long distance and being a family elder care caregiver, we were thrilled when Kroger began to offer online shopping - but it has been a nightmare far too many times.

When they first started offering order pickup at the beginning of the pandemic, I can't tell you how many times I drove to pick up my order and they didn't have it or a record of it even though I had a print out showing I had placed the order. It was also often wrong. Fortunately, with time they began to make improvements and that's not so bad any more - but trying to talk to someone in their customer service department was a bunch of blaming it on the customer but I guess they were listening as they blamed because things did slowly improve.

Then, they began to offer online ordering for delivery. So, I began to use that. I ran into a problem where I was getting error code RV9547. When you get this code, it won't let you place your order. You ahve to call customer service. Well, I called customer service and chatted with customer service several times, and each time they gave me a different answer as to why this was happening and since all of those different answers were wrong, it never got fixed. So, my husband and I talked and decided not to use my account online any more. We decided to start using his account. After a few orders, we got that same error code again. This time when I called, I was told that this was a security violation error code. That is the first time I'd gotten that information. And, I believe a lot of people are being misinformed, because there are articles on google about that error code, and the advice they are giving in those articles is the same advice I'd been given when calling about my own account. But, today when I called they finally told me it was a security violation code and they had to unlock my account. Honestly, I had suspected all along that it might be some kind of security issue, because it happened to my account after I made a change to my account information (updated my email address) and happened on my husband's account when I changed from his phone number and email address to mine since I'm the one handling the orders and need to get the information. But, before today no one I spoke with in customer service agreed with that. Today, I was told that was the problem.

The first person I spoke to was rude and wouldn't listen as I tried to explain the history from my account to my husband's and then he told me his computer was locking up and he was going to transfer me to someone who could help me, but he transferred me to a rating of his call survey that hung up on me. That was after an hour on hold to get through to him. So, I called back and the second person I talked to started out nice and did listen and try to help, but she started interrogating me like I was a criminal who was trying to hack someone else's account. After a long interrogation, she told me that she couldn't help me without my husband giving her permission. She asked me to do a three way call and pull him into the conversation. I told her I didn't know how to do that. So, she told me she'd have to give me a case number and have him call and give me permission to use his account to order groceries. I asked her for the case number and told her I would do that, but before I hung up I told her how upset I was that we kept being treated this rude and bad through me trying to fix my own account that they never helped me fix all the way to my husband's account, she then accused me of trying to force her to violate security protocol. I then explained to her again that I was willing to take the case number they were giving me and have my husband call but I wanted them to know how upset I was about how badly we'd been treated ongoing. I had to ask for the case number three times as she kept accusing me of trying to force her to violate security protocols as I tried to tell her that all I was doing was expressing my frustration and anger at how badly we'd bee treated all the way back to when this happened to my account and forced me to use my husband's account when they didn't help me with my account.

One thing she said that emphasizes how much they take a blame the customer attitude when you call in is that 36 hours prior we had an order delivered. We had huge problems with that order because I was getting this error code when I tried to place the order from my computer and my app, but when I told my husband about it that order went through from his phone app. But, the order had gotten so messed up while I was trying to get it to go through from my phone and my app that we didn't get the full order in. Since my husband had successfully gotten that order in on his app, I assumed it would start working. So, 36 hours later I placed an order to get the things we hadn't been able to get with the previous order that kept getting that error code from my equipment. She said to me then that it was my fault because they had a policy of not letting orders go through less than 24 hours apart. She had me so flustered by then that I didn't think about it until after I got off the phone, but the order was delivered around 11 AM on May 30 and I tried to put in the items that went missing as I dealt with this error code problem at 11PM on May 31, the following day. That's 36 hours later. A good example of how they too often try to blame the customer. I'm so sick of this.

I'm talking it over with my husband as to whether or not we'll keep shopping with them or go to Meijer or Walmart or something like that. If we decide we will keep shopping with Kroger (which will be my husband saying he wants to at this point because I'm done), then he will call them with that case number and try to get this resolved. My guess is it will be another nightmare that will have me posting a review again, but we'll see what happens. Maybe he'll have better luck than me.

This new system that MAKES people do self-service not only takes away jobs, but also discriminates against those who work all day come to shop for needed food, walk around and gets hundreds of dollars in groceries (that has tremendously increased in price), then must scan each item and bag all the items themselves. What about those who have literacy issues, or those how are not technological literate, the complications related such as using more than one payment method, not to mention lack of human interaction. Basically, I have liked Kroger above other grocery stores until recently, with these self-service changes. I had a long day WORKING at my job. I go to Kroger after the long day at my job to go get groceries. I walk around the store and deal with lack of items on the shelves, and it seems the only items available are all Kroger brands. I get to the check-out line, and I have no other choice but to scan the MANY items I purchased myself, other issues are (but not limited too) there is no human contact with a Kroger staff at the register saying hello and making me feel appreciated for spending twice the amount of money and being forced to buy Kroger brand because items I would like are not available. Then, as an elderly person with a handicap, who is not literate in computerized systems, I am one who likes to put all my non-refrigerated items first to be bagged separate from refrigerated item...ALL groceries pile up and squash up against one another (broke very expensive hard to find eggs, and squashed my bread) not to mention all the stress mentally and physically acerbated my issues TEMENDOSUSLY! Kroger is now the personification of America going into the $#*!ter. And, because we all have to eat, we are not being given a choice. I will STAND and complain at every venue I can. THIS IS NOT FAIR, IT IS NOT THE AMERICA I KNOW AN LOVE. Kroger, this may work for your greed, but it's not fair or right.

Can a company get so big that it can shed customers at the expense of cost-cutting measures without consequences? Should the customer expect a certain level of service from the company or is the customer resigned to accepting the company's version of it in return for spending money with the company? Is the practice of customer service a lost art? Is the new norm just to have the customer lower his standards and expectations? Kroger supermarket seems to repeatedly send such a message to the customers: Give us your money. Bag your stuff. Next!
I stopped at Kroger this evening and when I went to check out, there was no one checking people out. I approached the young staff working the self-checkout and they told me that I had to use the self-checkout stands because they did not have anyone checking out people.
Personally, since I am not employed by Kroger, I refuse to do the work of a Kroger employee by checking out my own groceries and I told them as much. When I asked for the manager, a young person asked why I wanted one. I told him that unless he was the manager, it was not relevant why I wanted to speak to a manager only that he should direct me to one. He then asked again, and I again refused to answer his question. He then informed me he was the supervisor for the crew that was there. I asked him why he did not have someone checking people out and he said that the person at the checkout counter was on a break and if I wanted someone to check me out, I would have to wait about 10 minutes until she returned. I asked him why he did not simply replace her. His answer: "short-staffed". But then he added another comment that reaffirms my beliefs that Kroger simply does not train its staff. He said that if I had a larger basket of groceries, he would have checked me out. Where in the training program does it discuss that customer service is optional and based on the level of spending?
At this point, another young staff member walked in between us and informed the supervisor that he was going on break. I asked him why he rudely disregarded the fact that I, a customer, was engaged in a conversation with his supervisor. He gave a confused look because I was having issues with his actions. He and the young supervisor clearly did not see anything wrong with this interruption.
I looked around and only saw a handful of young people working or loitering about the self-checkout area. If there was a person there over 20 years of age, don't think I saw one. I left my groceries and walked out.
Employing the youth has always been a practice in most grocery stores. They, along with the fast-food businesses, typically represent the first job held by most teenagers. However, the sound practice is to have experienced adults supervise and not leave the customers to wade in the waters of untrained individuals that do not have much at stake in the business. I don't necessarily blame the youth. That is their purpose- to grow and learn. I blame poor parenting that did not teach proper manners and I blame management for not training them in their business. In any industry, bad employees are the product of bad management.
From the company's perspective, I understand the need to hire young people because they cost less and are willing to work later hours. I can also understand reducing full service by herding the customer toward the self-checkout stands. This also aids payroll because fewer people are hired to provide full service. If the customer does the work of the employee for free, why not seek to expand this model? In fact, Kroger is currently doing just that. They are now making self-checkout counters to include the conveyor belt. Now even if you have a full-size basket stacked with groceries, the customer can do that work. Supposedly there will be a courtesy clerk at the other end to bag the groceries. But we live in the real world; therefore, we know that the customer will end up doing that work also.
So where in this model is customer service? Where does the company take steps to make such changes and still think it can provide customer service? On more than one occasion I have had to track down someone to check me out. When they do have someone at the checkout stand, they have nobody to sack the groceries (that's the real world at my Kroger). Consequently, if the customer does not want to look like a spoiled diva holding up the line while waiting for the clerk to also sack the groceries, they will roll up their sleeves and start doing it. When I ask them about this, they tell me that management will not assign more people to help. When I spoke to the manager about this, I was told that middle management does not listen to that concern to allow for more staff.
Searching online yields plenty of complaints for Kroger on a variety of issues. One website showed almost 500 reviews and 65% were in the "bad" category. The point being is that this is not an isolated issue. Client-facing companies should care more about every encounter with the customer. However, when companies attempt to save money, they will cut corners. It seems that they not only try to hire cheaper labor, but they also fail to train them on proper customer service. They also promote managers and strip them of the power to act in problem resolution situations.
Kroger does not offer unique products that cannot be found elsewhere. Despite their marketing, they do not have the lowest prices. Competition is only a small drive away from every Kroger. Having a choice is the power of the customer. The next day, I went to another non-Kroger store and got excellent service from two employees there. Who deserves my business?
The fact that thousands of customers have taken the time to write negative reviews and complaints should be resounding evidence that they need to address their issues. How many customers have they lost to the competition because they simply did not return? How much money is spent on marketing to attract business just to have a poorly trained employee lose that customer? Kroger's revenue for the twelve months was $144 billion. Billions of dollars are made just by selling to the average person. I realize that if don't shop there any longer, it will not move the needle to those mammoth profits. However, I will take comfort in knowing that I will not contribute towards funding my own aggravations.

NOT AQ VALUE AVAILIBITY SUCKS, THEY KEEP YOUR MEMBERSHIP MONEY HAS A ADDED RIPP OFF. DO NOT SPEND YOUR HARD EARB MONEY WITH THEM.

We've been seeing the ads for the last 6 months to a year with all the happy people receiving their Kroger deliveries and all the food is great. For the most part, I have no complaints about the food itself. We did receive a less than fresh loaf of honey wheat bread but everything else, produce, milk, ice cream, etc. has been flawless. Things that need to be cold are cold and the frozen foods are solidly frozen... that's the good part.

As others have mentioned, they are out of a lot of items, particularly the ones offering coupons. That caused me a big issue on my first Kroger item because my $45 purchase dropped under the minimum threshold for getting $15 off each of the first 3 orders. After a customer service call, they credited my account with the $15 as a "1-time courtesy."

My 2nd order was even more bizarre. Again we were in the $45 area after coupons were applied so the $15 off dropped it to $30. It was ordered on Tuesday for delivery on Wednesday. Wednesday morning I was notified 1 item priced at $2.69 was out of stock. The rest of the order arrived and all the food was good (except for the bread). But then I got my final receipt for $35+, about $8 more than expected with the one item removed. Looking more closely, I could see that the 5 coupons that should have been applied to my order were not applied.

Another call to customer service - it took her only a few seconds to figure out the issue... all of my coupons expired on Tuesday. Even though I had ordered on Tuesday, the coupons weren't applied because the order was delivered on Wednesday. She offered another 1-time courtesy credit of $10 because I did not know the rule for coupons. I insisted she instead refund the coupon amount since a credit to my account would mean I needed to place yet another Kroger order and I wasn't sure I wanted to do that. So she gave me a refund of $7.80.

As I tried to explain to the rep, I have never experienced that with any other online shopping. The price is the price in effect (including coupons) at the time I agree to purchase. If it isn't delivered that day that should make no difference.

So I am 0 for 2 in painless Kroger deliveries. I'm not sure we'll bother with that last $15 off our 3rd delivery. I'll just stick with Publix.

Good afternoon. My name is Amanda McBride and I am reaching out in response to a horrible experience I had at one of your Kroger stores yesterday evening. I am a retail store manager and have been for the past 10 years so I fully understand the importance of customer service and satisfaction, as well as the processes and conditions we put in place to ensure that these customers have a pleasant experience and return business. However, yesterday evening at the Kroger at ******* Elam Rd, Balch Springs, TX *******, while attempting to pick up my online order I was (once again) disappointed and frustrated with the lack of care that I received with my order. I have been picking up online orders for well over a year now, ever since the COVID pandemic, and this is not the first time that this store location has not only gotten my order wrong, but has shown blatant disregard for my orders and my frustrations after not receiving those orders in full twice before this time!? And it has occurred consecutively, as well!? So, at this point, I am deeply frustrated; in fact, after speaking with Ignacio Gonzalez over the phone about my order, I was shaking so badly that I had to stop and pull my vehicle over. So, yesterday evening, after picking up what I believed to be my complete grocery order (totaling nearly $300), I quickly proceeded home because, as stated before I am a retail manager (as well as a mother of 3), and I needed to finish my day and prepare for the next. However, upon reaching my place of residence, I quickly realized that my order was quite small considering the amount of money I had spent and the amount of groceries I was expecting. In fact, I was missing every cold item on my list – my milk, frozen goods, etc. I live about 20 minutes from the store and I really did not want to make the round trip again, so I tried calling the store for at least 20 minutes, trying every extension I could to get someone, anyone, to pick up. Nothing. No one would answer the phone. So, my husband and I got back into the vehicle and made the trip back to the store so that we could get the rest of our order. The whole trip back to the store, my husband and I both continued trying to reach anyone at the store with no success. Finally, when we are about 5 minutes from the store, someone answers. I immediately request to speak with the store manager. I am then placed on hold for a minute or two and then a person/manager by the name of Ignacio Gonzalez comes on the line to speak with me. I immediately tell him my problem and how frustrated I am that this has been a recurring issue with this location, to which he responds that I have received my order and there was no mistake on their end. He continues to argue with me for the next several minutes about my order and how I have received the full order until finally he finds my items and says that yes, my items are still there and are ready for pick up – which I already knew and had been trying to get him to understand for the past 3-5 minutes. I then inform him that I would like a higher ups name and contact info so that I can complain on the issues and processes that this location is having and not fixing, to which he once again begins to argue with me once more and then states that he is "disappointed" with me as a customer because of how frustrated I am with having to do all this work just to get my order fulfilled. He was "disappointed" with me as a customer?!? Not only was I furious at this point with the lack of respect and care taken with my order, but now I am listening to how I should be better customer? Are you serious!?! As stated before, I have been in retail management for 10 years and his behavior and handling of his customer and customer's problem with his store was completely unprofessional! In fact, upon reaching the store, he would not even come to speak with me, instead he had a part-time employee bring me the rest of my groceries as well as had the employee escorted by a security officer. Really? This whole experience has been a complete circus. Not only did I have trouble with my online order (for at least the 3rd time!) and had to travel 20 minutes back to the store to receive it, as well as travel 20 minutes again back home, I was treated completely unprofessionally by someone who is supposed to take care and show understanding with his employees. I was so shaken and frustrated with this incident that I spent the next 30 minutes on the phone with customer service extensions trying to reach someone, anyone, that could give me some sort information required for reporting this incident to a higher up, a DM, a regional manager, a CEO, someone! But all they could give was the number for the store I had the issue with? And so, here I am, trying to not only ensure that this does not happen to me again, but to any other "valued" customer of this location, as well. Please, this kind of nonsense needs to be addressed and put to rest. The processes in place at this store are obviously not working, as well as the management of this location. Thank you.