• Report: #307190

Complaint Review: Kroger, Kroger Fuel

  • Submitted: Thu, February 07, 2008
  • Updated: Sun, July 20, 2008

  • Reported By:Flint Michigan
Kroger, Kroger Fuel
http://www.kroger.com Columbus, Ohio U.S.A.

Kroger - Kroger Fuel - Stephanie - Chad fuel discount, not. ripped off by non-customer service, ignored, disregarded and called a liar Columbus Ohio

*UPDATE Employee: I work in Customer Service and deal with these issues, Kroger has taken steps to correct this.

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Kroger advertises a discount on gasoline purchases based on the amount of money you spend the month prior. Several times I have spent over $750 in one month to qualify for the 50 cents off per gallon of gas. As had happened in the past, I experienced a fillup where my receipt showed a 3 cent discount instead of the 50 cent discount.

I asked the customer service desk at my local Krogers what I should do about not receiving the discount and was told that the machine must've been down ("It does that a lot lately") and that all I had to do was call the 800 number for the credit.

Cool. I call the 800 number and my information is taken and a promise is given that I'll get a phone call back.

Note that I gave both a daytime and evening phone number. I receive a message on Friday EVENING (February 1st) on my work phone from Chad at Krogers, who leaves a message that I'd only used 3 of the 4 fuel fillups, that I should be "all set" as I had until the 3rd to use another fillup. Huh? One, if I didn't regularly check my voicemail, I would not have received his message until AFTER my time allotment, and two, I didn't need another fillup.

This irritated me, so I tried to call Chad back at the number he left and got ringy-ringy-ringy off the hook. NO answer, NO voice mail, nada. So I just get blown off? Not my style.

So I called the 800 number, left a message containing all of the pertinent information and followed up with an email on their website.

I get another message on my office phone AT NIGHT, mind you, from Stephanie, who says she needs more information. I call her back, and another girl says "Stephanie doesn't get into work until noon. I can have her call you back." Cool. Please do.

Get home, and guess what? Yup. Stephanie called me back - AT MY HOME NUMBER. And, better yet, she leaves me a message that she's looked at the 3 fuel fillups and she sees I received the discount on all three, so issue's resolved.

Now I'm feeling righteously agitated. Call me a liar after blowing me off initially? NOT acceptable. So I just left a rambling message (at least SHE has voicemail) asking for a fax number so I can fax the receipt that clearly shows the 3 cent (instead of 50 cent) discount.

I've probably spent more that I would have received in the credit I was looking for, but Krogers has just lost my $500-900/month grocery money. PLUS, I will go out of my way to tell everybody how *I* got ripped off at Kroger.

Anybody else miss the day when the customer was appreciated? I work with several hundred fellow employees and if any of us treated our customers the way I was treated, we'd be looking for a job elsewhere.

I suppose Michigan beats Ohio State for a reason. Go blue.

Flint, Michigan

This report was posted on Ripoff Report on 02/07/2008 09:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/Kroger-Kroger-Fuel/Columbus-Ohio/Kroger-Kroger-Fuel-Stephanie-Chad-fuel-discount-not-ripped-off-by-non-customer-ser-307190. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

I work in Customer Service and deal with these issues, Kroger has taken steps to correct this.

AUTHOR: Mjc - (U.S.A.)

Yes, sometimes there are glitches in the fuel rewards program. Kroger has taken steps to correct this and better serve it's customers in the event of any issues. I apologize you had to deal with this. I have never had an issue like yours I wasn't able to solve at store-level. You probably should have gone to the store manager after your situation was unresolved.

Some of the reasons that you or someone else might not receive their proper fuel discount:

1. The loyalty system could be off-line; however Kroger has worked hard to prevent this.
2. If there is more than 1 driver in the household, they are able to use the rewards from your fuel points because:
a. they have the same card (3 are issued 2 key tags and 1 wallet card)
b. they have another card, but have the same last name and address (different cards are linked that way
3. If you had just applied for a new card because of losing old ones, it does take some time to link them to your account. (For privacy reasons the information you fill out is sent to our loyalty dept. and they are the only ones who maintain that information)

Lastly, you should remove the last line in your complaint. It makes your complaint lose credibility. Let's focus on the issue, not the state you live in or the team you root for.
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