- work

• For the inconvenience, I’ve added a $20 store credit to your loyalty account which will redeem on your next grocery purchase. We want you to have a great experience with us, and we hope to see you again soon.  

Rewards points - Spending rewards Points Rewards Plus search p328 in ehh for the current points of the customer

Kroger Login

• dust6088
• GIX4758
• P@$$w0rds@01
• P@$$w0rds@02
• Work number: 19990010845
• mariajane.delafuente@kroger.com

Issue: Unable to log in with Citrix Time: 10:00 AM Ticket number: 7699744 Name: carly sss 4379 dust6088

DOWNTIME:

• We do apologies for the inconvenience. Currently we are having some system updates within our system and there might be a delay in resolving your concern. But nothing to worry, I was able to document everything. If you like, I can provide you the case number and you may call us back again after an hour or two, so you won't need to explain again what happened. Thank you for your understanding.

• Outbound call

• Hi xxx! This is Jane calling from Kroger Customer Connect on a recorded line……"

• Simple Inquiry

• I understand that you are calling regarding xxxxxx. Let me check this for you.

• Issue/Complaint/Negative feedback

• I'm so sorry to hear about your experience with xxxx. I'll do my best to assist you with this.

• Ghost Spiel

• Since I'm not hearing any response from the other line, I have to disconnect the call. But if you can hear me, please call us back at 1-800-576-4377. Thank you for calling Kroger. Have a great day!

• No response from the other line. Provided the ghost call spiel then disconnect the call.

• Customer are you there, if you're speaking, I'm not hearing you. Wait for 1 minute and repeat. Customer, I'm not able to hear you. If you're there, please give us a call back and here's the reference number xxxxx and you may call us back at 1-800-576-4377.

  SCENARIO:

• Store experience:

• I am personally sorry for what happened at the store. To make sure that our Store management will be aware of the issue, I will be creating the incident report. Just give me a few minutes to document what happened.

• Again, So sorry for happened and thank you for bringing this to our attention, Rest assured that I will share your feedback/experience with the store leadership and management. Since I was able to submit the incident report, someone from our relevant department might contact you on contact details that you've provided with me. Please be advised that there is no any exact timeframe for this, but you may save this reference number instead. It will be xxxxxx. Again thank you for your kind cooperation with me.

• Store credit

• Here's what I can do, I will apply a xxx store credit on your account. You can actually use it on your future order in any Kroger store or even with online order. Just make sure to use your loyalty card or Alternative ID so it will automatically deduct with your total purchase. Sounds good?

• Late Delivery

• Thank you for telling us that your package hasn’t arrived on time. I’m here to help figure out what happened.

• I’ll go ahead and reach out to our dispatch team to check and verify the order status.

• Thank you for waiting! According to our dispatch team, the delay is because there aren’t enough shoppers available in your area, which is due to weather and a high number of orders. As of the moment, your package is expected to arrive by xxxxxx, and you’ll get a text when it’s out for delivery. As a courtesy, I’ll give you a $10 store credit for your next order. Does that sound good to you?

• Pre-Authorization Hold

• Thank you for waiting! As per checking with our payment department team. This xxxx charges is just pre-authorization hold from your bank to verify if the card has a sufficient balance. Nothing to worry, this amount is not a charged on your card and It will be credited back to your original payment method within 3-5 business days.

• If has an authorization code: If you like, I can provide the authorization code that you can provide to your bank just in case it was not credit back to your card. The pre-authorization code is: xxxxxx. We do appreciate your kind cooperation with me.

• If no AC: In case that you failed to receive back the xxx. You may call us bank and provide this reference number so we can help you verify the status.

• Escalation Ticket:

• I really appreciate all the efforts in doing those troubleshooting with me. Since you're still encountering the same concern. Here's what we can do, I will personally help you file a Ticket escalation with our Specialist to report the incident. Please be advised that there will be no exact timeframe for this but you may try it on a later time. Just in case that you encounter the same concern, you may contact us again and provide this ticket number xxxxx. Will that works with you?

• Supervisor

• I understand that you would like to speak with a supervisor. For the mean time, I want to assist you first. Could you please tell me more about your concern? I'll try my best to help you and resolved the case. If necessary, I can connect you with our Specialized afterward. Will that works for you?

• Delivery fees not waived:

• I understand that you're worried about the delivery fees you see online, and I'm here to help you figure it out and look at other options.

• Thanks for waiting! I checked, and you are already subscribed to the Next Day Boost membership. This means that when you place your order, as long as your total is $35 or more and you choose next day delivery, the delivery fees will be updated when you receive your packages.

• Boost Membership

• I understand you'd like to cancel your Boost Subscription, and I'll be happy to assist you with that. For documentation purposes, may I know the reason why would you like to cancel the subscription?

1. Boost Membership Cancellation: (If within/less than 7 days and no placed order yet.)

• Thank you for confirming! I see that you've been enrolled in the Boost membership for less than 7 days and haven't placed any online orders. We can certainly cancel your subscription and issue a refund. However, please note that the refund may be provided as store credit. Let me know if you're okay with that, so I can explore other refund options for you.

1. Boost Membership Cancellation/Disabled Auto-renewal: (Enrolled for more than 7 days)

• I understand you'd like to cancel your Boost membership. After checking, I see that you've been enrolled for more than 7 days. While we can’t fully cancel the membership, we can disable auto-renewal to prevent future charges and You'll still be able to enjoy the benefits until [insert date].

1. If has a severe/extreme circumstance (hospitalization, death, deployment, delivery no longer available, etc.)

• We really appreciate you for immediately letting us know what happened. Nothing to worry, I'll help you with the Boost membership cancellation request.

  EBT/SNAP Card was been Charged

• We completely understand that you only wanted to charge your EBT card for the recent order. Nothing to worry, I'll check the reason why your second payment have been charges. Just give me a few minutes to verify it with our Specialist
• Thank you for waiting! Please be advised that we don't have any specific option to verify the exact items that was been charged for your VISA card but here are the reasons why the back up payment will be charged:
• First reason if the items were out of stock and it got substitute with the other order, or if there is any added items on the account.
• In this case, since it is a Pick up Order, you may return the said items at store and advise the store manager for a return and refund instead. -Weighted item final total exceeds weighted item original total: Weighted item prices shown online are average prices.
• Pricing and promotions no longer apply (price changes between when the order is placed and when it is fulfilled).
• Digital Coupons which did not redeem due to out of stocks or substitutions. Items added at curbside or during the fulfillment process will cause the final total to exceed the original total.

  EBT Enrollment

• Our Loyalty Mailers offer personalized deals based on your shopping history, preferences, and purchase frequency. These offers are system generated and also depend on store inventory and availability.
• I'll make sure to enroll you with our Loyalty Mailers. To confirm if we have the correct Mailing address, can you verify or provide the complete Mailing address please?
• To qualify for the loyalty mailers, you’ll need to shop consistently with Kroger for at least 3 months. Be sure to use your loyalty card, alternative ID, or any available digital/coupons.
• Great news! I'm glad that I was able to enroll you with the Loyalty Mailers and updated your mailing address as well. Once you have a consistent shopping for atleast 3 months, you'll be able to receive the Loyalty Mailers within 8 weeks. If you don't receive them, feel free to contact us and mention this case number: xxxxxx.

• Templates

• ecomm 23: Order failure No Credit Refund ONLY Email TC
• ecomm 12: Order failure WITH Credit and refund TC
• ecomm 24: Store credit email template TC
• Ecomm 54: Boost cancellation with STORE credit refund

  Forms

• ecomm 25: KCRC EPS Transfer (Refund request; Full refund) Tickets
• DIGITAL 32 Weekly Ad function (Digital > Digital weekly Ad > Unable to access/use)
• DIGITAL 30 Template Checkout/Wallet Function (Digital)
• Digital 27 - Account password Link Not received (

Forms:

• Rolled over:

• Case number: xxxx Roll over xxxx point from xxxxx to xxxx 1/1

• Any Issue at Store (Technical or any Equipment)

• Issue at Store > Kroger Tech > Kroger Support Center 1-800-952-8889 -- Kroger Support Center - 1-800-952-8889

• Feedback

• www.kroger.com/feedback
• https://www.kroger.com/i/feedback

• Asking for a receipt

• Transaction date:
• Transaction amount:
• Last 4 digit of the card:
• Store number:
• Store address:

• Store Associate complaint

• Incident date/time:
• Name of the complaint person:
• Store number:
• Store address:
• Customer phone number:
• Customer email address:
• Summary of the incident:

• Pharmacy Verification: 5995672546

• Birthdate:
• Name:
• Transaction date:
• Pharmacy that they use:
• Prescription number:

• Account deletion:

• Email address:
• Profile ID:
• Last Log in:

Incorrect Discount / (Make sure to compute the transaction (Atleast 100 fuel points )

• Customer’s name:
• Customer’s contact information:
• Loyalty card number:
• Date and time of transaction:
• Store location:
• Order ID in Customer Insight/Transaction Details:
• Fuel Discount the Customer Received in Customer Insight:
• Did the customer switch pumps? (Yes or no):
• Did the customer complete the transaction/pump gas? (Yes or No):
• Complete Description of Issue (Copy and paste one of the reasons below) no additional discount even though they have used the elite mastercard
• Invalid Alt ID Message at Pump: No error message but no additional discount even though they have used the elite Mastercard
• Customer Only Received Street Discount:
• Incorrect Discount Given:
• Case Number: 76322269

Credit abuser

• Exceeded 90 store credit for the last 3 months
• Letter > ChatSPACEKcrc > Kcrc Excessive transfer
• p165 / Credit Abuser / p40 credit on AK
• We have done a thorough review of your account. We noticed that you have had multiple issues with your purchases lately. As such, we request that you bring up these issues with the in-store team. We are unable to add credit for this account - any issues should be brought up with the in-store team.

Hotline Numbers:

• Grievance - 18006894609
• KCRC - 8665448062
• OCADO: 5995650112
• INSTA: 4153608364 / 8883761099 / 18882467822 (CS)
• Pharmacy points verification: 8554892502 (INT)
• Pharma (Confirm): 5995672546 / P171 / store credit 5000.
• Covid: 18662115320
• SHIPT: 8775571484
• SHIP: 8055022500
• Jewel: 18004575977
• Language/Interpreter line: 866-874-3972 Client ID: 712715 Access code: 1101
• Help desk: 8009528889
• Store concern: 8009528889
• HRSS 8773733397
• Kroger 8005764377
• Kroger Delivery - Okado - CSDD
• OCADO - 8335763774
• DISPATCH - 8662115322 / option 1 then casa#t
• GIFT CARD MALL - 8774262551
• 18009176484 - kere concern - gift card instore/ checks
• 8774262551- online purchased gift card / 8442174797
• 18773736192 - CREDIT CARD LINE - US BANK ABOUT
• 1-844-217-4787 - boost gift card issue
• REFERRAL TO GET 2K POINTS AND ABOUT .55
• COVID LINE - 18662115320
• remove shoper tip: digital receipt link review and tip 1042160 - 513-856-5900 verification line
• 1-877-852-2677 - flu shot little clinic only
• Anti-Body Test: 1-888-837-8852 - not covid
• 1-800-952-8889 - associate tech
• 18442174797 - gift card services
• 18006894609 - grievance line for complain power up gaming - 1-833-638-3490
• 1048018 - fresh mode points
• 18008837135 - online gift card

• Praise

• Thank you for sharing your experience with xxxx. I'll be happy to document that.

• Opening:

• Welcome to Kroger Customer Connect. My name is Jane. Can I get your first name, please?
• Hi xxx. I appreciate you for reaching out. How may I help you?
• Welcome to Kroger Customer Connect. My name is Jane. I see you're calling about xxxx. How can I help?
• You have a nice name xxxxx. May I ask if you can spell it out for me?
• Please bear with me, I am creating a case to document the concern.
• I'll be needing additional few minutes to complete the case.

• Closing

• I'm glad that we're able to help you in xxxx. By any chance, would there be anything else I can help you with?
• Would you like me to provide the reference number of this call?
• By the way, For your future reference, you may take down note this case number xxxx so our next represensative can easily review account.
• Thank you for shopping with America's grocer. If you would stay for a moment, I'll connect you to a quick and one question survey. Have a great day ahead! We hope to see you again!

  Acknowledgement

• I appreciate you for stating what happened. No worries, I'll do my best to sort this with you. Just give me a few minutes so I can verify your account.
• Please bear with me, I'm currently creating a case to document this matter.
• I'll be needing to additional few minutes to complete the case.

• Assurance of help

• Here's what I can do;
• Upon further checking, xxxx..
• I really appreciate your patience. I’m here to help make this process as smooth as possible for you.
• I know this might feel a bit inconvenient, and I appreciate your cooperation. Your understanding means a lot, and I’m here to assist you every step of the way. If there’s anything else you need, please let me know.

• Empathy:

• This is not the experience that Kroger wanted you to have. Rest assured that I will report this incident to our related team for further investigation
• I’m so sorry to hear of your frustration,
• I’m so sorry to hear about your experience,
• I apologize for the situation, etc
• May I ask when this incident happened?
• Can you describe to me the type of coupon that you're referring to so we can verify it please?

• On-Hold Message

• I'll put the call on hold to check your account information.
• I’ll put you on hold to verify your account. I’ll be back shortly—thank you!

• Warm transfer

• Thank you for your patience! We have a specialized xxx team that can help with your concern xxxx. I’ve explained the situation to them and they may need to verify some information, so is it alright if I transfer you now?

• Cold transfer

• I have tried to connect with our specialized xxx team but as of the moment, they are experiencing a high volume of calls. No worries—I’ve documented all the details on your account, and here's the case number xxx for your reference. Do you have a paper or anything to take note of the case number?
• Can I go ahead and transfer your call so you can wait for an available representative? In case we get disconnected, feel free to call them back at XXXXX whenever you’re free.

Rolled over: • Case number: xxxx Roll over xxxx point from xxxxx to xxxx 1/1

• Any Issue at Store (Technical or any Equipment) • Issue at Store > Kroger Tech > Kroger Support Center 1-800-952-8889 -- Kroger Support Center - 1-800-952-8889

• Feedback • www.kroger.com/feedback • https://www.kroger.com/i/feedback

• Store Associate complaint • Incident date/time: • Name of the complaint person: • Store number: • Store address: • Customer phone number: • Customer email address: • Summary of the incident:

• Pharmacy Verification: 5995672546 • Birthdate: • Name: • Transaction date: • Pharmacy that they use: • Prescription number:

• Account deletion: • Email address: • Profile ID: • Last Log in:

• Suspected shopper fraud. The shopper added items that the customer did not authorized, they were been charged and they did not received those items.