Monique
Google
I’ve been using Kroger’s pickup service on and off for the past couple of years, but after this recent experience, I’m seriously reconsidering whether I’ll ever use it again.
I placed a fairly large online order and went to pick it up as scheduled. The associate came out, quickly loaded the bags into my car, and said I was all set. I trusted the process — big mistake. When I got home and began unpacking, I realized multiple items were missing — entire bags of groceries were just gone. These were not small or insignificant items, and they were definitely not listed as out of stock or substituted on my receipt.
At first, I thought maybe it was an honest mistake, but after calling the store and receiving zero help or accountability, I’m starting to believe otherwise. I was told that “everything showed as picked up” on their end and basically left to deal with it myself. No apology, no explanation, and no offer to make things right. The manager seemed unconcerned and made no effort to investigate.
This isn’t just about groceries — it’s about basic customer service, trust, and doing the right thing. I paid for those items. I planned meals and expenses around them. Instead, I was left with a partial order, unexpected stress, and a huge inconvenience.
The whole point of ordering ahead and using pickup is to make life easier. Instead, I ended up wasting time, money, and energy trying to recover what I already paid for. If Kroger can’t ensure order accuracy or provide support when things go wrong, then what’s the point of offering the service?
I hope this review reaches someone at Kroger who actually cares about customer experience. Because right now, it feels like once they have your money, they wash their hands of the rest.
The store also smells so bad I hate going in there.