Kroger

Marriane Montemayor 1026 Beaver Creek Dr Duncanville, Texas 75137 [protected]@att.net [protected]

Kroger has no heart, common sense, or flexibility. I have been a customer for over 30 years and never thought I should have had to search Kroger website fand learn the return policy before I made my 1st purchase.

I was in your Cedar Hill store last week (7/25/2023) wanting to return 2 cases of Ensure. I advised store manager that my husband of 54 years died on July 18, 2022, and could no longer drink the remaining full unopened cases. I was told I would need the receipts before a refund could be made; no mention of the 30 day return policy at that time. From the Cedar Hi store managers body language and words I felt she thought I had stolen the 2 cases of Ensure and I was probably lying about my husband’s death. She needs customer service skill training immediately.

I returned today (8/4/23) with the receipts that I was told to print.

The front store manager today said she already knew about me? (I wonder what that comment meant.) The front manager today said the manager I discussed this with last week was the Cedar Hill store manager. The front manager then remembered the 30-day store policy (no exceptions) and read the written policy to me after going to a back room, getting a white binder, thumbing through to find the correct page and then reading the policy out loud to me.

She said my reason for returning the Ensure, or the recent death of my husband had no impact on her decision of NO Return/NO Refund. She said she always goes by the 30 day policy, no exceptions.

Note: The store manager last week did not communicate the 30 day policy when I was told I had to print a copy of the receipt to return the cases; the 30 day policy is not shown anywhere in the store; is not printed on the Kroger receipts; and is not shown on the homepage of the website for all to easily see.

Surely a Kroger Store Manager has the ability to alter the store policy for special circumstances after all in the last 30 years I have spent more than this dollar amount I am aking to be refunded.