This was my first time ever using Kroger’s online pickup, and unfortunately, it confirmed exactly why I’ve avoided this service. I was already nervous about trying it, and somehow that anxiety turned into reality. I received three phone calls from the Towers Kroger at 3:46 pm, 3:50 pm, and 4:33 pm. The first two calls were about two items being out of stock. Fine—things happen. However, my receipt later showed three additional items were also unavailable. If you’re already calling me, why not wait, review the entire order, and discuss all unavailable items and possible substitutes at once? That would have saved time and frustration on both ends. The third call is where things went completely off the rails. A different employee called to tell me not to come at my scheduled 5:00 pm pickup time because they were overwhelmed and my order would not be ready. I was never told that pickup stops at 6:00 pm. Trying to be understanding, I offered to come later—around 6:30 or 7:00 pm—to help them out. The employee enthusiastically agreed and thanked me. What I didn’t know (and apparently neither did she, or she chose not to say) was that pickup ends at 6:00 pm, meaning my order would never be completed. I arrived with my 84-year-old, handicapped mother in freezing weather, expecting to pick up groceries. We had no food at home, and my mother is diabetic and needed specific items. Instead, I was forced to abandon the pickup entirely and shop inside the store, dragging my mother along in the cold. When I went inside to ask about my order, a cashier was kind, listened to my situation, and tried to help. She asked a manager named J*** if anything could be done. Rather than coming over to speak with me like a professional, J*** yelled across the self-checkout area, “Well, she’ll have to pick it up tomorrow,” without making eye contact or even acknowledging me directly. It was shocking, dismissive, and completely unprofessional. In the end: I wasted hours of my time Lost my $20 first-pickup coupon Froze my elderly mother Spent more money than planned And received zero accountability or customer care What happened to actually communicating with customers? This was hands down the worst online pickup experience I’ve ever had—and it was my first. If I ever decide to try pickup again, it will not be with Kroger. I may give Walmart a try, because this experience was unacceptable.
Daniel Breslau
I can't say enough about the staff here. They are always extremely friendly and very helpful. Ask them a question and they won't stop until they've answered it or solved your problem. Unfortunately, corporate doesn't invest in this store. It badly needs a makeover and is not well stocked. A lot of items that I can find in other Krogers they just don't have.
Charles Atkins
I like a Kroger's store, but this isn't my favorite. It seems smaller with less selection than the ones I'm use too. Lots of empty shelves, and why does the floor look so rough? On the plus side, you still can earn the fuel points and they do have some nice deals through the digital coupons.
Ashlee Taylor
Nice but small
Woody Blatte
I guess it’s a qualification for the job to be rude to customers. Outrageous.
Ashley Underwood
The parking was excellent and the restrooms and grocery store was extremely well maintained and neat.
Emily Costar
Poor customer service and lack of knowledgeable leadership to resolve checkout issues.
Christopher Kramm
Always check the date on everything, they don’t remove old or expired items off the shelf. I also got the same bread that I regularly purchase form Kroger but got it from Walmart this time, I can’t even tell you how much better it tasted, smelled, and felt. Didn’t even seem like the same brand, was substantially better and I’ve just been suffering blindly with Krogers bread that keeps expiring a week before the expirations date. Raising the prices and lowering the quality. I hate that this is my closest grocery store.
Richard Perkins
well,what can i say?... it's Kroger ✌️😁
Michael D
I have been a loyal customer at this Brandon Avenue Kroger and find it to be a step above the Tanglewood mall location.. the staff consistently demonstrate exceptional friendliness and kindness. They will say hi, and offer to help you find items. Recently, I returned over $100 worth of unused beer from a recent event, originally purchased at the Clifton Forge Kroger. I was pleasantly surprised that they accepted the receipt (even though it showed the beer was purchased at the Clifton Forge, VA location) and processed the return with ease. You know.. I got to say.. this level of service made a significant impression on me, and I’m grateful for their commitment to customer satisfaction. I will continue to shop at this loaction! Thank you!!
I went to the store to try to cash one of my Western Union money orders I called ahead of time Western Union and the store they both told me that I could cash it or drive all the way there and they told me I cannot cash it even though it's Western Union because it didn't come from Kroger's the lady at customer service was rude disrespectful and had a total attitude while she was whispering to her manager I would not recommend going here for anything as they are rude disrespectful and do not know how to treat their customers thank you. Wasted my time my gas and my energy for nothing and was talked to rude
Kevin Wismer
They keep the store pretty stocked. Could do deals on cut meats. Like 5for $25. I'm single and don't want a huge pot roast. So, better options for fresh meat. The lines can get ridiculous at times when busy and all the self pay check out is closed. The store is good 👍. Clean. And they try to keep the shelves full
Elizabeth Lee
This Krogers lost its mind last night. Judy, stationed at self-checkout, decided to stand over me and scan all of my groceries herself—ignoring every other customer who actually needed help—just to make me look shady. Everyone in that area could see exactly what she was implying: that I couldn’t be trusted. Meanwhile, I was trying to keep an eye on my 5-year-old and watch Judy to make sure she didn’t double-scan my items. The experience was demeaning, patronizing, and downright insulting. In the end, I walked out and left behind a full cart—over $200 worth of groceries I had fully intended to pay for—because I refuse to spend my money where customers are treated like criminals for simply trying to shop. Congratulations, Judy. You managed to turn an ordinary grocery run into a public humiliation. I hope your corporate overlords at Kroger will make sure you are well compensated for your excessive efforts… probably not… —Elizabeth Lee
Teresa Harley
Jaylan Harley is very helpful and pleasant. He always has a smile on his face and very well mannered.
Lapcar
Overpriced. Even if it's on a fake sale. Still cheaper at Walmart and ALDI
This was my first time ever using Kroger’s online pickup, and unfortunately, it confirmed exactly why I’ve avoided this service. I was already nervous about trying it, and somehow that anxiety turned into reality.
I received three phone calls from the Towers Kroger at 3:46 pm, 3:50 pm, and 4:33 pm. The first two calls were about two items being out of stock. Fine—things happen. However, my receipt later showed three additional items were also unavailable. If you’re already calling me, why not wait, review the entire order, and discuss all unavailable items and possible substitutes at once? That would have saved time and frustration on both ends.
The third call is where things went completely off the rails. A different employee called to tell me not to come at my scheduled 5:00 pm pickup time because they were overwhelmed and my order would not be ready. I was never told that pickup stops at 6:00 pm. Trying to be understanding, I offered to come later—around 6:30 or 7:00 pm—to help them out. The employee enthusiastically agreed and thanked me.
What I didn’t know (and apparently neither did she, or she chose not to say) was that pickup ends at 6:00 pm, meaning my order would never be completed.
I arrived with my 84-year-old, handicapped mother in freezing weather, expecting to pick up groceries. We had no food at home, and my mother is diabetic and needed specific items. Instead, I was forced to abandon the pickup entirely and shop inside the store, dragging my mother along in the cold.
When I went inside to ask about my order, a cashier was kind, listened to my situation, and tried to help. She asked a manager named J*** if anything could be done. Rather than coming over to speak with me like a professional, J*** yelled across the self-checkout area, “Well, she’ll have to pick it up tomorrow,” without making eye contact or even acknowledging me directly. It was shocking, dismissive, and completely unprofessional.
In the end:
I wasted hours of my time
Lost my $20 first-pickup coupon
Froze my elderly mother
Spent more money than planned
And received zero accountability or customer care
What happened to actually communicating with customers?
This was hands down the worst online pickup experience I’ve ever had—and it was my first. If I ever decide to try pickup again, it will not be with Kroger. I may give Walmart a try, because this experience was unacceptable.
I can't say enough about the staff here. They are always extremely friendly and very helpful. Ask them a question and they won't stop until they've answered it or solved your problem. Unfortunately, corporate doesn't invest in this store. It badly needs a makeover and is not well stocked. A lot of items that I can find in other Krogers they just don't have.
I like a Kroger's store, but this isn't my favorite. It seems smaller with less selection than the ones I'm use too. Lots of empty shelves, and why does the floor look so rough? On the plus side, you still can earn the fuel points and they do have some nice deals through the digital coupons.
Nice but small
I guess it’s a qualification for the job to be rude to customers. Outrageous.
The parking was excellent and the restrooms and grocery store was extremely well maintained and neat.
Poor customer service and lack of knowledgeable leadership to resolve checkout issues.
Always check the date on everything, they don’t remove old or expired items off the shelf. I also got the same bread that I regularly purchase form Kroger but got it from Walmart this time, I can’t even tell you how much better it tasted, smelled, and felt. Didn’t even seem like the same brand, was substantially better and I’ve just been suffering blindly with Krogers bread that keeps expiring a week before the expirations date. Raising the prices and lowering the quality. I hate that this is my closest grocery store.
well,what can i say?... it's Kroger ✌️😁
I have been a loyal customer at this Brandon Avenue Kroger and find it to be a step above the Tanglewood mall location.. the staff consistently demonstrate exceptional friendliness and kindness. They will say hi, and offer to help you find items.
Recently, I returned over $100 worth of unused beer from a recent event, originally purchased at the Clifton Forge Kroger. I was pleasantly surprised that they accepted the receipt (even though it showed the beer was purchased at the Clifton Forge, VA location) and processed the return with ease. You know.. I got to say.. this level of service made a significant impression on me, and I’m grateful for their commitment to customer satisfaction. I will continue to shop at this loaction! Thank you!!
Restaurantji Recommends
I went to the store to try to cash one of my Western Union money orders I called ahead of time Western Union and the store they both told me that I could cash it or drive all the way there and they told me I cannot cash it even though it's Western Union because it didn't come from Kroger's the lady at customer service was rude disrespectful and had a total attitude while she was whispering to her manager I would not recommend going here for anything as they are rude disrespectful and do not know how to treat their customers thank you. Wasted my time my gas and my energy for nothing and was talked to rude
They keep the store pretty stocked. Could do deals on cut meats. Like 5for $25. I'm single and don't want a huge pot roast. So, better options for fresh meat. The lines can get ridiculous at times when busy and all the self pay check out is closed. The store is good 👍. Clean. And they try to keep the shelves full
This Krogers lost its mind last night. Judy, stationed at self-checkout, decided to stand over me and scan all of my groceries herself—ignoring every other customer who actually needed help—just to make me look shady.
Everyone in that area could see exactly what she was implying: that I couldn’t be trusted. Meanwhile, I was trying to keep an eye on my 5-year-old and watch Judy to make sure she didn’t double-scan my items. The experience was demeaning, patronizing, and downright insulting.
In the end, I walked out and left behind a full cart—over $200 worth of groceries I had fully intended to pay for—because I refuse to spend my money where customers are treated like criminals for simply trying to shop.
Congratulations, Judy. You managed to turn an ordinary grocery run into a public humiliation. I hope your corporate overlords at Kroger will make sure you are well compensated for your excessive efforts… probably not…
—Elizabeth Lee
Jaylan Harley is very helpful and pleasant.
He always has a smile on his face and very well mannered.
Overpriced. Even if it's on a fake sale. Still cheaper at Walmart and ALDI
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