The complaint has been investigated and
resolved to the customer's satisfactionResolved Kroger — return policy
resolved to the customer's satisfaction
This is in regards to the kroger return policy and how they administer refunds of any purchases. It is apparent kroger will do whatever it takes to avoid providing you with a refund, if the refund amount is over $10.00.
The kroger refund policy, as it appears on their web site, is nothing but a self-serving refund policy designed to defraud customers based on the language used. You can expect to receive the runaround without a straight answer when you attempt to obtain a clear definition of the kroger return policy.
On december 28, 2010 a purchase was made at a kroger store for a new year's eve party. When learned the following day that not as much food was needed as the result of a cancellation by a group of guests. An attempt was made to return the unneeded items to kroger.
The total amount of items to be returned was $131.98. When attempting to return these items kroger customer service and management at 4 different stores stated that they would not refund the purchase due to the amount. Two managers stated that this was because customers steal items and then return them. That they were not accusing me of stealing, but that is why they would not make a refund. One manager said he would do me a favor by refunding approximately $20.00 of the items as a courtesy, but refused to refund the entire amount.
As a result of this response the kroger's customer service call center was contacted. They stated they could not assist with this issue, and to contact their regional office at [protected] because this policy is based on each individual store deciding if they wanted to issue a refund. When contacting the regional office they stated that there was nothing they could do, that it was up the individual stores to determine.
However, the kroger return policy clearly states;
"what if I wish to return something I purchased at a kroger store?
Your returns are always welcome. All merchandise is guaranteed. If you are dissatisfied with your purchase, we will gladly give you a refund, exchange, adjustment or credit to a kroger gift card. Some exclusions apply. "
Upon review of this return policy the kroger's corporate office was contacted at [protected] for a definition of "some exclusions apply. " they said that they did not know what the exclusions were.
Note: this is was now their corporate office that claims no one there knows what that statement means or what the & ldquo;exclusions apply” to.
I was then transferred back to the kroger customer service department where I again asked for an explanation of what the exclusions were. Once again I was advised that they did not know and that I would have to call the regional office.
It is obvious to me that this is a catch all for kroger to avoid refunding purchases.
I was told by two out of four managers that they did not want to make a refund due to the amount of the refund because it went against the profit and loss statement for their store.
It is also clear that at the very least this is a catch all initiated by kroger to avoid making refunds in the name of profits.
By example and comparison of a straight forward and clearly stated return policy of a credible company, this is the meijer's return policy:
"meijer return & exchange policy & mdash; for purchases made at a meijer store
Meijer honors general merchandise returns within 90 days from date of purchase and when accompanied with receipt. After 90 days, manufacturer’s warranty applies. For computer and electronic items, returns must be made within 30 days. We cannot refund alcoholic beverages and opened packages of glucose blood monitors, collector sports cards, music and movies. However, damaged and defective items will be exchanged for an identical item. Ammunition must be returned within 24 hours of purchase.
We accept returned food items with or without a receipt including meat, seafood, deli, grocery, dairy and frozen, provided they are not state approved wic items. **
We stand behind our name. Any product with the "meijer" brand may be returned with or without a receipt, provided they are not state approved wic items. **
**we are not able to provide refunds on state approved wic items and formula without a receipt verifying the items were not part of a wic transaction.
Returns without receipt are subject to lowest sale price. "
Based on this experience with kroger's I would suggest that you do you shopping elsewhere, and review any stores return policy prior to patronizing them.
Again, after my experience with kroger I would strongly suggest that you shop at any other store other than kroger after reading this. I would also suggest you tell your friends and relatives about this kroger policy.
Furthermore, be advised that I observed other customers attempting to make returns at kroger while waiting for a manager being lied to by kroger employee's as it relates to their return policy.
In support of that statement I observed the following: a person attempting to return items that were over $10.00 in value were told that the kroger policy was that if the return was over $10.00 they would not accept such a return. However, the kroger return policy as clearly stated on their web site states that;
“when you return merchandise over $10 without a receipt to a kroger family store, we'll add the value of your returned merchandise to your card. "
This $10.00 reference refers to returns over $10.00 without a receipt, and further states that in the case that a person does not have a receipt that they will be given a gift card for any amount over $10.00.
It is clear that kroger does not honor their own policies, and that kroger will do everything possible to avoid providing a refund by refusing to clearly define its policies and give customers the run around in an attempt to frustrate them until the customer just gives up.
My suggestion: find any another alternative to kroger and do not shop with them until they clearly define their return policy, honor their return policy, and stop using loopholes to get around providing you with refunds they clearly state on their web site that they will provide.
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