Kroger

Early Tuesday Morning, August 22nd, 2023 around 8:30AM my Service dog and I entered the store with the intent to do our shopping of food items. I normally do my shopping early to beat the crowds and the heat.

Had a cart filled with items for my purchase at the Shelbyville, Indiana location, ended my shopping near the pharmacy, and walked towards the check-out line. I got to the area where the cards and stationary is located, only to notice that only the (left-side) of the self-checkout was open, and no lanes were open. There were about 25 people before me, and all 6-kiosk self-checkout systems were being used, with one employee aiding people with the technical use of the difficult machines. I got frustrated, left my cart filled with items, and left the store. Two other customers followed my lead, with hundreds of dollars left in their carts as well because the line was long to use the self-checkout and not one line was open and available at 9:08AM.

Prior to this date, I’ve shopped at this Kroger location, had several items in my cart and was forced to use the self checkout system, while holding my service dogs leash. The self checkout system will shut down if you have scanned items in a bag on the weight system and you're taking too long to finish scanning items or paying for your purchased items, and then this requires an attendant to come and clear the machine to allow you to keep scanning in order to pay for the items.

Globally, the kiosk market is a $20 billion industry — and kiosks have quickly become indispensable for some businesses. If you’ve placed an order on a touchscreen at a brick-and-mortar business, you’ve used an SSTM.

Private businesses must comply with relevant regulations when installing kiosks, which means following Title III of the ADA. If a kiosk isn’t reasonably accessible for people with disabilities — including people with vision disabilities, hearing disabilities, or any physical or mental impairment that substantially limits a major life activity — it violates the law.

This particular store is HORRIBLE for not having lanes open, forcing everyone to use the self check out lines. I am disabled and must have my service dog in my attendance for medical purposes. How does Kroger expect me to handle my service dog with holding a leash, scanning items, bag those items and pay for those items all while handicapped?

Within the past few months, I have left my filled cart in an aisle and left the store to avoid the self check out. I feel that this self check out doesn’t comply with the American Disability Act, and prevents people who are disabled to properly use the self checkout system without those barriers.

I’ve had to go to Wal-Mart where it’s an automatic rule to have at least one lane open including the self check out to help people like myself who are disabled and must have my service dog with me.

I’m going to file a Petition with the General Public for signatures that this particular Kroger store implements the rule that at least one lane be utilized during operations to aid those who are disabled. How does Kroger expect an elderly lady in a wheel chair to stand to read the complex system of the self check out and pay for her items, when she’s not able to stand and the self check out employee is helping other people with machines that are in error mode.

I’ve exclusively used Krogers for my food shopping for more than 25 years. I’ve been a loyal customer and expect that Krogers maintain a system that allows me and other handicapped people to continue to shop at Krogers without the difficulties with these self check out systems by opening at least one lane daily and all day.

For my struggles, anxieties, inconvenience, and anger over these self check out system, and not being able to shop at Krogers for the past few months due to long lines or systems that breaks down: I am requesting a Gift Card of $500.00 to use at Krogers and when a lane is open.