Kroger - Waynesboro, VA Complaint - Horrible Customer Service In Waynesboro, Va

Review by 69457 on 2008-07-16
WAYNESBORO, VIRGINIA -- I just left the downtown Waynesboro Kroger location and will ABSOLUTELY never go back. As usual, only one lane was open with a huge line of customers. I realized I would never get out of there unless I checked myself out. Once again, as usual, the self checkouts were a totally frustrating experience (some items not even in the system), so the "night manager", if you can call him a manager, came over. By then, I had managed to get most of my large quantity of groceries checked through by myself. I asked him about the fresh vegetables, and, instead of taking them & treating me like a customer, he said to put them on the scanner. He then proceeded to "bark" instructions at me for ringing them up myself like I was his employee or trainee. I couldn't believe it. I was (& still am) livid. Told to keep his D*** groceries & give me back my money. He said I'd have to come back in the morning.

So that's where I'll be bright & early--waiting for the store manager to return everything & NEVER, EVER set foot in there again.
Comments:21 Replies - Latest reply on 2010-04-14
Posted by dimplepie on 2008-07-16:
Patience is virtue here...maybe they were short-handed and didn't have enough employees working to throw you a strip of royalty rug. Maybe the manager was doing his/her best to service your needs, everyone is different when it comes to explaining how things work. As for the self-checkout goes, I have noticed a lot of people who don't know how to use it, and they automatically blame someone other than themselves when he/she can't figure something out. Someone right now is being murdered. Right now someone is getting their car broken in to. Right now someone is dying overseas. Take into consideration that there are worse things happening to others to where your Krogering experience really isn't that significant when it is measured against many other factors in life.
Posted by Anonymous on 2008-07-17:
Patience, nor my intelligence or ability to use the machines, have nothing to do with it. I was the ONLY customer in line by the time he offered to help me. You must be one of the lazy employees I see there. You're right, there are other things happening, but my time is very precious to me & I get real upset with people who waste it. If that's the best he could do, he should find another job. Again, I just have to assume you are one of those "employees" (& I use the term loosely). And, I pay the higher prices at Kroger specifically for some customer service & assistance getting through the checkout & out the door. If I wanted to do everything myself, I'd go to a self serve grocery & pay lower prices. (That's a thought--we should get a discount or lower prices if we have to do it all ourselves.) Otherwise, the store is nothing more than a self serve warehouse & they should just get rid of all the worthless, lazy employees hanging out & doing nothing more than collecting a check.
Posted by cherpep on 2008-07-17:
Were you there late at night? I've noticed that 24-hour grocery stores have minimal staff at night. I know this, I expect this. So when I worked afternoons and visited the store late at night, I remained calm and patient. I was just happy they were open. As far as the produce - that's how it works at the self serve. You place the items on the scanner, they punch in the code, the price rings up. He was just telling you how to do it.
Posted by moneybags on 2008-07-17:
Dhawn, you sure have an atitude. If it was my store, I would invite you NOT to come back.
Posted by Anonymous on 2008-07-17:
I don't need to know how to do it. I NEVER use self service at Kroger because there are ALWAYS items that are not in the system. I do not have time for that kind of frustration. This was case again last night (at 10:00 p.m.). This same individual checked out some shoppers (he rang the groceries up himself & bagged them in the self checkout!) and others he chose to ignore. The ones he chose to ignore were the ones like me who had lots of groceries. He had no problem assisting the shoppers with 3 or 4 items; they didn't inconvenience him as much. Unfortunately, when I was the ONLY person left, he had no choice but to assist me. I even had to tell him the price of the items that weren't in the system. I guess it was just too much trouble to look them up. Anyway, it doesn't matter at this point, because I've already been there this morning & got a manager who actually seemed to care. I also got a gift card out of it. So, even if the manager was faking it and nothing is ever said to this poor excuse for an employee, I ended up with a 33% discount on my groceries last night.
Posted by Anonymous on 2008-07-17:
You're right, Moneybags, I do have an attitude when it comes to customer service. Probably because I work in customer service & I can make the connection between customers & who really pays my salary. I take care of the problems my customers have and I expect no less when I am the customer. There is too much competition in the grocery business, at least in my area, for a store to risk losing someone.
Posted by cherpep on 2008-07-17:
I think self-serve kiosks can be helpful, but it appears that stores are becoming too reliant upon them and reducing their check-out staff. Why not? While a machine may require some maintenance and updating, it does not require a paycheck. A store can place one cashier to monitor 5 machines! It's a ratio of 5 customers to 1 cashier, whereas the non-self serve lines have a 1:1 ratio. The more we use these self-serve machines, the more we cut out the little guy and reduce job opportunities. I think that returns will be handled in the same way soon, since stores are becoming more and more inflexible with their policies. We may soon be seeing cashiers and customer service personnel all being replaced by machines. We will only have ourselves to blame.
Posted by Anonymous on 2008-07-17:
Right on the money, Cherpep! That is part of my point. If we're expected to check ourselves out; why do we have to pay the same as the customer who uses a cashier & a bagger? That's why I am diligent in my efforts to let a company know when their customer service stinks, but I will also let them know when it's good. Just recently, I sent kudos to Kmart for their local pharmacy service. Now those employees (in the pharmacy) go the extra mile & know how to treat customers!
Posted by Anonymous on 2008-07-17:
So tell me Dhawn was that chip on your shoulder loaded in the system? Did you pay for that chip? Was it worth the price you paid? You had no cause to get snippy with my good friend dimplepie. I fully expect to see an apology posted here pretty soon. Thanks and have a great day.
Posted by D. on 2008-07-17:
If he "barked" the instructions at you, which seems to have been the last straw...why did you proceed to pay? Didn't you decide to walk out at that point? I mean, to get barked at, pay and THEN leave your groceries behind and demand a refund, doesn't make sense. You're not going to get your money back the next day, if you left the groceries behind...because the person you talk to is going to want the groceries back...not knowing you just left them there. Now if you REALLY got upset with him for barking at you...you would have just told him to keep the items and walk out right there before paying. You surely aren't going to take all the groceries home, put them away then repack them and bring them all back to the store the next day for a refund!...So, something tells me, you are leaving an important part of this story out...like what happened between you PAYING for the groceries and you telling him you want your money back.
Posted by D. on 2008-07-17:
You said you didn't need to know how to do it, yet you ASKED HIM because you didn't know! He isn't going to stand there and check out your groceries when it's a SELF service checkout counter!

You said, "...my time is very precious to me & I get real upset with people who waste it"....what about when YOU waste your time and ours by posting this???
Posted by D on 2008-07-17:
It doesn't sound like you completed the transaction because you didn't finish scanning the produce... how is it that you have to go back for your money? the debit card, credit card or what ever you were going to use wouldn't have been processed yet at that point and you would have nothing coming back..you wouldn't be entitled to any refund..
Very strange!
Posted by dimplepie on 2008-07-17:
Yep, the OP is exactly right. I work at that Kroger, that EXACT Kroger that Dhawn shopped at. Boy, I'm glad that he/she can read me like a book! I drive to Waynesboro, VA from Dayton, Ohio everyday to perform my Krogering job. It only makes sense, ya know???

Posted by yoke on 2008-07-17:
It would be nice if the stores who want the customers to use the self serve to give an incentive. Even if they gave 1 or 2% of the sale in a coupon that can be used at another time. It is a win win for the store. They get to cut back on employees and the customer will come back to use the coupon.
Posted by cherpep on 2008-07-17:
That's a good idea, yoke. Unfortunately, though, we do it for free now, they don't need to give an incentive. So, it's a big win for the store.
Posted by yoke on 2008-07-17:
How is it that the stores did this behind our backs and we took it! Now to get them to change it will be impossible.
Posted by cherpep on 2008-07-17:
The sad thing is that they actually did it right in front of our faces, and we gladly went their way. We will only see it increase, I'm afraid.
Posted by Anonymous on 2008-07-18:
Geez, sounds like a few other chips on here, too! I was simply trying to let people know about my latest experience in the continuing saga that is the death of customer service as we have known it; just trying to let someone use my experience to make an informed decision on where to spend (or not) their hard earned money. I now realize that a handful of people on this site feel the need to judge everyone who posts. Thanks, but no thanks. I have a life and simply do not have the time or inclination to debate you people ad nauseum.

Posted by S. on 2008-07-18:
Guess Kroger stores must vary state to state. In my area all the self-check lanes have a sign stating: 12 items or less. Although I suppose if it were late in the evening with no other customers waiting, there would be no objection for more items to the order. Another thing we have is flip charts which show the number to punch in for items from the Produce Department. But I suppose your imperious attitude prevents you from looking it up, right?

You know, Dhawn, the world doesn't revolve around you. You're in so-called customer service? With an attitude like that? No way! If there's so much competition in the area, why 'lower' yourself by going to such an inferior store as Kroger? Get of your high horse before someone topples you.
Posted by D. on 2008-07-18:
Seems "Customer Service" has become a generic phrase.
Posted by agatha0522 on 2010-04-14:
At my Krogers there is no limit at the kiosk. I am with you Dhawn I would have done the same thing.
Maybe I missed it but did you talk to a manager in the morning?

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