Fry's 12+

I am really liking your pickup service. It was trying at first but you have made great improvements. The people coming to my car are always smiling, upbeat, and able to answer any questions I may have. My only comment: picking out vegetables and fruit. I think all of us like our fruit different so I realize it is hard to please everyone. I would recommend at the end of this pandemic to improve quality would be to have a fruit and vegetable specialist who is trained to pick out quality food handle filling these orders. I quit going into the store because too many customers where coming in without masks. Even though I came at 6:00 am I found my self still in the store after 7:00. I appreciate your employees wearing masks and I thank them for doing so. It isn’t fun to wear a mask all day. Thanks again. I love Fry’s prices!

The app for pickup orders is difficult to use, and you can’t add discounts that are on your shoppers card to pickup orders. You also can’t use paper coupons at the time of order on the app. Additionally, you have to either select to allow substitutions or not and won’t THAT be a surprise because you don’t get notified of substitutions ahead of time, they just make them. That worries me because if I’ve selected substitutions are okay for Turkey sausage, if they’re out of stock does that mean I’ll suddenly receive and be charged for beef sausage? I’ve also found that if you don’t allow substitutions and they delete something from your order and it causes you to go below $35 then they charge you the pickup fee of $5, which is unfair and then you have to go through the customer service rigmarole. Other stores have these issues sorted out so there’s no reason that a huge chain like Kroger shouldn’t be able to handle this by now. There’s no excuse for this being new as it’s something that’s been in the works for two years. It’s not that difficult to notify customers of substitutions and issues so that we can cancel our order if needed. I really don’t want to end up with a bunch of groceries I don’t really want and I’m not able to go into a grocery store right now because I’m not able to walk. I’m at their mercy and they’re not doing a very good job.

I’ve been doing pick up options since the pandemic. For high risk people who still require precautions regardless of what the “current guidelines” are, this is the most economical way to get groceries. The substitutes portion is horrible though. Often the suggested items are not the same food but the same brand. Using the search doesn’t result in anything populating. I have to select “do not substitute” then write in comments to “you PLEASE SUBSTITUTE” and type in the item specific details. Then it’s up to the store to determine if they “want” to provide the substitution you requested. That varies depending on how often you use that store and know the staff. It’s been a constant glitch. By not providing a workable search tool, it limits the purchase options and causes more frequent trips or delays. It’s difficult for people who are disabled and/or still struggling with pandemic issues. There’s a huge population of customers who have to do a work around. I’m not the only one, and hopefully I’m speaking for others, that this is has a simple solution if you would put in the time to broaden the database offered. Improve the substitution choices please!