Today is grocery day. Monday was supposed to be, but with the holiday and all, I put it off a couple of days. For the last few years, I did my grocery shopping at Walmart, but as you all know, I now detest Walmart. Kroger is my new store of choice. For years, I shopped at Kroger, but was swayed by Walmart’s “low prices”. As my brother says, I was a charter member of the “I Love Walmart” fan club, but no longer….. I turned in my resignation in November. But, I digress.
After I lugged home $178.15 worth of groceries, I realized something was missing. Cigarettes. Now before you start lecturing me on the evils of smoking, the smokes aren’t for me. I haven’t had a cigarette in 1888 days. That’s just over 5 years and 2 months. The cigs are for Jim. (Feel free to lecture him.)
Anyhow, the carton of cigarettes was missing. That’s approximately $30.00 worth of merchandise. I searched the trunk of my car. I searched the remaining bags and the cabinets (to be sure I didn’t put them away in a Dory moment). Jim searched the trunk twice and the interior of my car. I searched the trunk one more time, just to be sure. No smokes. I got the receipt and verified that I had bought and paid for the cigs.
What’s left to do but call Kroger? So, I called Kroger. I had to tell the story 3 times to 3 different (but all nice) people. I ended up talking to a manager. She was extremely nice and said she would go and see if they had found the missing carton and would talk to all parties involved. I asked if she would check the carts to be sure the bag wasn’t left in the cart, even though I didn’t think that was the case. She took my name and phone number and promised to call me back.
I continued putting things up and starting dinner (yes, even I cook once in a while). In about 20 minutes, the manager (I believe her name was Lisa) called me back. She said “I’ve talked to everyone involved, checked the service desk to see if they were turned in, and checked the buggies and the cigarettes are nowhere to be found.” Of course I was dejected as I was mentally visualizing $30.00 sprouting wings and flying out the window. “The only thing I know to do,” she continued, “is to replace the carton for you.” I couldn’t believe it! Could this actually be true? Kroger would replace the lost cigs even though they could not determine fault??? In amazement, I asked if she was sure as that was a lot of money. She was positive.
Her next statement stunned me: “One of our managers lives out your way and is just about to leave for the day. He said he would be glad to drop the cigarettes by your house.” I almost fell out! This was truly unbelievable. Customer service at it’s finest. I spoke with the manager, a Mr. Baker, and he was as nice as everyone else I had talked with at Kroger. When I told him it was too much for him to bring them by my house, he said “Well, if I don’t bring them by, you will have to drive all the way back into town. I’m on my way, I’ll just drop them off. It’s really no trouble.” I must remind you that I live about 20 miles away from Kroger.
Walmart would never give this kind of service and would never replace the missing merchandise without determining they were at fault. One time they forgot to give me my cash back (all of about $5.00, I think), and when I called, they told me they would have to wait until the end of the clerk’s shift and count her drawer. If it was over by $5.00, they would call me. Fat chance.
When Mr. Baker came by to drop the merchandise off, I had the receipt in hand… he never asked to see it and when I offered, he told me he didn’t need to see it. Needless to say I am drafting a letter to send to Kroger and brag on the local store. I am still amazed, stunned, and thrilled that I deal with real people and not a corporate monarch.