Kroger escalated my complaint after I was overcharged numerous times due to its bag policy – it all adds up

A KROGER customer was frustrated after a misstep with the retailer’s bag policy meant they were overcharged multiple times.

Although the charges were minimal, the shopper claimed the grocer was making a lot off of unsuspecting customers.

Getty

Getty

After facing extra fees on several occasions, a Kroger shopper turned to social media to call out the grocery store.

“I’m calling BS on Kroger,” began the shopper in an X post from late June.

“We are charged $.10 per bag. I have no issue with that. The problem is that I have been overcharged numerous times for the bags. For example, my groceries arrive at my home in three bags, I am then charged for six.”

They spoke with customer service on the phone which was “useless.”

The shopper also asked a delivery driver about the bag issue and was informed that the drivers sometimes consolidate the items and in turn reduce the number of bags.

Kroger bag policy

Around 100 billion single-use plastic bags are trashed in the US annually.

States such as New York, California, Maine, and Hawaii have no-plastic policies in place to reduce this number.

In states with these policies, retailers like Kroger are required to charge a five or 10-cent fee per bag used.

In an effort to cut down on its bag use, Kroger also aims to stop using single-use plastic bags by 2025.

“It’s a bold move that will better protect our planet for future generations,” said Rodney McMullen, Kroger’s chairman and CEO.

“That’s a good thing. However, I am still being charged for the original number of bags,” wrote the shopper.

The Kroger customer explained how that day, they had been charged for eight bags when their items were only in six bags.

“With thousands of customers, I’m sure that overcharge of $.20 really adds up. How much extra $ is Kroger making off their customers charging for bags the customer doesn’t use?”

Kroger quickly responded to the complaint and offered to escalate it.

“Oh no! We’re sorry to see this! Please send us a DM with the store location so that we can get this escalated!” wrote the grocery store.

REPEAT OFFENDER

Another Kroger shopper was overcharged much more than just a few cents for her delivery order.

Her bill was $100 more than it should’ve been, resulting in a “frustrating and infuriating” encounter with customer service.

The customer called the store and was only offered $75 in store credit.

“I said, ‘You took $100.00 that you were not authorized to take!'” the shopper recounted on Facebook .

She spoke with four supervisors for nearly one hour and the most they offered her was “20 cents in fuel points.”

“No thank you!” she said.

A customer service representative offered to file an escalation report but didn’t know how long the processing time was and said it would likely be denied.

“I’m lucky, I had the funds to cover what they took from my account or I would have been charged overdraft fees along with the Kroger theft!” wrote the customer.

In related news, a popular store introduced a smell policy after receiving customer complaints.

Plus, a Costco shopper left $400 worth of groceries after being turned away due to a “ridiculous” card membership policy.