I have been a Kroger shopper for years now but am considering just taking my shopping needs elsewhere with the exception of prescriptions.
I am just fed up with this particular Krogers customer service & how fearless they are in regards to their jobs. They certainly are NOT afraid of ramnifications and consequences for their rude, patronizing, condescending, smarmy, arguementative & insulting behaviors and tones. I dont know what happened to quality customer service.
Tonight the incident was I purchased some grocery items from the State St. Store in Ft. Wayne Indiana & upon noticing that I had accidently purchased "5" instead of "4" I merely wanted the cashier to void one out. (YES, I WAS THE ONE WHO MADE THE ERROR AND GRABBED "5" INSTEAD OF "4") & the cashier stated she would be unable to do this due to how late it was & I would have to return it the following day because customer service was closed.
This was the case because I hadnt noticed until AFTER i purchased my grocerys and reviewed my receipt. I did not know that this would have to go through customer service & this is primarily because I have not been in this situation in quite some time and NEVER at this hour so naturally, I didnt know their policy.
I stated that I really would like for something to be done that way I wouldnt have to be inconveinanced by driving ALLLL the way back the next day and besides, who would go through all that to save less that what it would cost in gas prices, time and standing in line at customer service.
Krogers know this, so it works out great for them. But this isnt the part that got me heated. What got me heated was upon speaking to my friend who was with me about this situation, some other "off the clock" Kroger employee budded into OUR conversation because she overheard me talking to my friend and felt compelled to speak on it & obviously felt it was her place to do so and said "Whats the big deal Maaam? Why are you making a big deal about this, ALL stores practice this, dont you know this. Everyone knows that Maam" (condescending patronizing tone) and when I stated "Well I wasnt born with this knowledge and I dont see any signs anywhere stating this, I didnt know this, now I do know but who asked you in the first place"?
I then said "If memory serves my correctly I was talking to my friend & didn direct my comments to you but since you obviously didnt like what you happen to overhear, you made it your business". She then rolled her eyes at me and threw her hand up in a "whatever" motion like she was SSSHHHING me. This ticked me off. I asked her what was it about OUR conversation that made her think she could join in at any given time and she said "Because I work here, thats why".
So I then said "Well since thats the case, what is your name"? Her response to me was "It dont matter what my name is because Im not on the clock right now. Im a CUSTOMER to" and she giggled and she said all this in the most smarmy patronizing nasty tone she could muster. I then said "Look here mystery lady, I dont care if you are on or off the clock, you still represent Kroger & you are out of line & this wasnt your business to comment because nobody was talking to you in the first place and I give a damn if you so happen to overhear what it was I said to my friend because "we" didnt invite you into it". Again, she rolled her eyes and refused to give me her name.
Perhaps she was well within her right to NOT give me her name since she wasnt working at that moment, but if she is going to be rude and make comments she should then ID herself but she didnt want to that way, my complaint couldnt be dierctly traced back to her. Also, it was clearly pointed out that this was my fault and my error to begin with (which it was in regards to grabbing 5 advocados instead of 4) but Kroger shouldnt rub it into customers faces first of and delflect any responsibility and go above and beyond to point the finger back at the customer.
Yes, it was my error originally, I know and admit this. Then I asked the security guard what her name was and he told me he didnt know along with the actual cashier who rang me up. How conveinant and perfect is that? Neither one of them know this mystery employee who was off the clock.
I filled out a complaint card and asked the security guard, the cashier and my friend to review it and if they agreed, to sign it. The guard did and it was legitable. My friend did as well. The cashier scribbled something down that looked nothing lke a signature, this was worse than any Doctor signature I have ever seen and I feel it is because her and the "mystery" employee were buddies.
As I tried talking to the cashier one last time in regards to what happned, she played and fittled farted around with the mystery lady showing her what appeared to be something in her cell phone while I was talking directly to her going out of her way to show me she was paying me no mind and didnt find my level of comments appetizing and would much rather show her cell phone images to the mystery lady than to listen and pay attn to me.
I am very disappointed in Kroger because this isnt the first incident at the very store. There is a cashier who still works there and I recall once this cashier speaking to a bagger with zero respect and the bagger was mentally challenged. She said "Get your butt over here and dont you dare leave my lane while she clapped her hands at her and snapped her fingers and then pointing her fingers in a "downward" type motion almost like u would a dog that u are trying to get to come sit next to you. I was disgusted and I said something and I felt soooo bad for the bagger because you could tell how humiliated she was.
So now this is two incidents which I know plenty of merchants will have complaints against them and the complaints dont come close to outweighing the professional atmosphere but the difference between the two are I dont give props and pat anyone on the back for doing exactly what they are supposed to do. Kroger is supposed to be polite and accomodating ALL THE TIME so I dont much care for Kroger making it clear to me that there are more times than not where their employees are helpfull and professional. YOUR SUPPOSED TO BE THAT WAY! Im not pinning a rose on your nose Kroger for that! Thats like patting someone on the back for taking good care for their child. YOUR SUPPOSED TO TAKE GOOD CARE OF YOUR CHILD SO SOMEONE LIKE ME IS NOT GOING TO PASS U A HERO COOKIE FOR THAT.
All I know is up until I asked the mystery employees name, she was totally fearless & acted as if she can address me like that and not have to worry about being penalized. Perhaps something is flawed in the training department, I dont know.
Noneya
Ft Wayne, Indiana
U.S.A.
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