DOI – 08/09/18 7:00 P.M – 7:30 P.M.
Emplyee Name - Destiny
Kroger Location: 1745 GA-138 SE, Conyers GA. 30013

To Whom This May Concern,

My name is Justin Ossai. I want to report the first bad customer experience that I had at this Kroger store location. I rented a Rug Doctor on 08/08/18 at 3:10 PM. I was attempting to return the Rug Doctor the following day, but unfortunately it was around 7:00 P.M. which was after the 24-hour grace period. I was speaking to a Kroger employee by the name of Destiny at the customer service counter when trying to return the item, but the conversation that I exchanged with her was extremely horrible. I told her that I was late bringing the Rug Doctor back, and then proceeded to ask her how much the late charge will be. She stated that it was going to be $34.99. I then proceeded to question her if that was the same amount that I rented the rug doctor for, and she said, “don’t know” This is where the bad customer service started to take place. I then looked behind her at the pricing on the wall and it did say a rental was $34.99, so I informed her that it is the same price as another days rental, so I might as well return it tomorrow. She then stated that I will be charged another days fee if I were to return the rug doctor the following day. While conversing with her, the demeanor and disposition she portrayed was horrible, along with her explaining the late process and how it works. She did not smile, nor seemed like she wanted to be there, or explain to me how these late fees worked which was disheartening. After several attempts of questioning her to fully understand, she finally said that it would be like being charged three days if I were to bring it back the following day. I said ok, well I will return it by closing tonight, and asked her where the solution was for the rug doctor. Again, while exchanging words with her, she was very, very rude, and continued to dismiss me with one-word responses. Also, just to add, there was a couple in front of me that was attempting to pick up some money, and she seemed very short tempered with them as well. It was written all over her face, and in the tone of her voice when speaking to those two individuals. Being a manager myself, I am very big on customer service, and this employee did not show an ounce of how a long-time consumer of Kroger should be treated. I then requested to speak with the manager. The manager by the name of Dwaynne (if I recall correctly) came over, and I explained to him the situation that occurred. He then apologized that I had this experience. After that, I walked back to my car and put the rug doctor in my van. I walked back into the store to purchase more deep cleaning solution, and as I came back into the store a minute later, I noticed that the manager and Destiny were laughing, which made me somewhat uncomfortable thinking that maybe nothing will get done if my bad experience was what they were laughing about. I’m submitting this customer complaint to make sure that this reaches the proper chain of command, and this gets addressed appropriately. Thank you for your time.

Regards,





DOI – 08/09/18 10:00 P.M
Emplyee Name - Destiny
Kroger Location: 1745 GA-138 SE, Conyers GA. 30013

To Whom This May Concern,

Wow...... This will be the second customer service complaint on the same employee on the same day.... I walk into the Kroger GA-138 around 9:55 PM to return my Rug Doctor. As I approach the customer service department, I notice that the employee that I previously had a bad customer service experience with was at one of the checkout registers pulling her drawer. After about 2-3 minutes of waiting, Destiny then proceeds to walk over to the customer service department where I was standing, then walks behind the counter without acknowledging me, and goes into the back room for a short period of time. When she walks out, I ask her “How are you Destiny” but she does not respond. She then proceeds to walk from behind the customer service counter and retrieves the Rug Doctor. After that, I ask her if she can get her manager for me to finish out this transaction because of my previous bad encounter we had earlier, and I do not feel comfortable unless he is present. She then tells me how much the late charge will be “Which was inaccurate” and asks me to swipe my card. I request again for her to get her manager to finish out this transaction because of what previously happened earlier today. Destiny then tells me the incorrect amount to pay again, without calling the manager upon request. After about several more attempts of requesting for the manager, she finally makes the call to management. When she is talking to the manager Dwaynne on the phone, she says “That boy from earlier wants you to come up here…” After getting off the phone with Dwaynne, she asks me again to swipe my card for the incorrect amount. After I explicitly tell her that I want to wait for management, she says that “I’m being extra” Another employee then walks out from the side door in customer service, and Destiny tells the second employee that I don’t want to interact with her and if she can assist, which I didn’t mind at all. I don’t recall this second employees name. While the second employee is assisting me, the manager walks up to us. I then explained why I wanted to call him over there. I tell the second employee that I apologize for being extra, then Destiny says right in front of her manager Dwaynne “Yeah, you are being extra” Which was completely unacceptable and inappropriate. I felt highly disrespected by her. I never in my 13 years of working in the workforce was this disrespectful to ANY customer that I interacted with, and this needs to be taken care of as soon as possible. Destiny’s attitude was beyond belief, and I am not sure if I will ever return to this specific location again because of this bad, degrading encounter with this young lady. Thank you for your time.

Regards,