Kroger

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 11925 Elam Rd, Balch Springs, TX 75180, 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? Finally, through avenues of my own, I located this email online. 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.