What would make things RIGHT?

Well,

First, and foremost, I want Kroger to:

(1) Stop their misleading advertising.

They should do so by either:

(a) Modify their policies and procedures around their "We Gladly Accept All Competitors Coupons" advertising claim to get rid of the hassles, hoops, and hidden gotchyas (like not quite equally "matching" the competitor's gift incentive's terms) that people encounter when they ask their pharmacies to make good on this promise.

... or else ...

(b) Stop advertising such a "Bait and Switch" claim -- using a big net to bring in customers (or retain them) but then switching a lot of things around.


(2) Apologize: I'd like an apology from Kroger for the reprehensible way in which they've treated me -- first, with bad customer service; then, banning me from all their stores for the "crime" of using too many coupons at their pharmacies (I'll soon post a copy of the letter from them here); and, most recently, with false, baseless accusations in the press (as they try to spin the story to make them sound less foolish). They've said some things to reporters that might lead people to think I've done something wrong. I'd like them to admit that I did nothing illegal or otherwise terribly wrong. Their P.R. spin people went way to far when they tried to deny, distract, and divert attention and went on to try to discredit me (apparently to try to convince reporters to not do a story -- they realized how bad it sounded to ban a customer for using too many coupons, and had to try to make it sound like something else was involved but act like they couldn't get into details). But an apology from a corporation comes about as easily as one from a doctor. A letter I've drafted to David Dillon, CEO of Kroger, is at the bottom of this page.

(3) Cancel the ban. I'd like to hear Kroger say I am WELCOME to visit any of their stores and that they won't arrest me for doing business there some day. However, I won't hold my breath waiting for that. It would be nice, though, to know that each time I drive past Kroger (my closest full-service grocery) and drive another 5 miles to Giant Eagle that I'm doing so only because I prefer to do so ... and not because Kroger took away my choice of 2,600 locations in 31 states. More importantly, I'd like to know how many other people have been banned for similar "offenses" (of using too many coupons) and have those reviewed by an independent agency (if not all those bans lifted).

(3) Improve customer service at pharmacies. Although I have had some very good experiences with Kroger pharmacists and staff, it seems to be a part of the store that often is short staffed or the pharmacists working (especially the "floaters" who fill in on "sub" basis in many stores) are among those least acquainted with how they should treat customers. That's not just at Kroger. That seems to happen at many retail pharmacies. But I would hope that Kroger, which claims their biggest difference is customer service, would do better (or try harder) and not just ban customers who complain.


As I've written elsewhere, though, for the most part I've had very good customer service experiences at Kroger pharmacies ... and especially other parts of most Kroger stores. There are many friendly, hard-working people at most Kroger stores and I enjoyed shopping there (Kroger, Giant Eagle, and Target were my favorite places to shop before I had one less choice). It is just the bad choices by a few people who don't work inside a store with whom I am most disappointed. I hope they'll realize what they did WRONG and make it RIGHT.

Tom