I’ve been ordering groceries using the Kroger app for a year and over time the experience has gotten worse. I make substitution requests for every item I order and it appears that the Kroger “ shoppers” seldom if ever read what I’ve indicated. Every order I place lately there’s been an issue. I continue to get Kroger ads and offers but they seldom provide good customer service. Today I tried to take advantage of a $10 off a $75 order but because 2 items in my list were unavailable I couldn’t qualify for the offer. The “chat” option is a joke. Most of the time the chat agent doesn’t recognize my responses and I end up repeatedly typing same info. Then I try live call but put on hold for long times. I’m really at a loss as to why things haven’t improved. I spoke to a store manager several months ago who was sympathetic and offered me a credit but giving me a credit doesn’t improve the shopping experience. Kroger marketing please do better!
