Above and Beyond Service: Krystal Turns a Potential Hassle into an Exceptional Experience…read more
Truly outstanding customer service that deserves recognition.
I don't usually take the time to write reviews, but this experience was too good not to share. My wife had placed an online pickup order, and due to my schedule, I arrived after the pickup department had already closed. On top of that, I couldn't locate the order in the Kroger app, so I assumed I'd have to come back another day.
Thankfully, Krystal, a Customer Online Order Pickup Associate, completely changed that outcome. She quickly found my order, directed me to meet her at the customer service desk, personally retrieved my groceries, and handled everything with a warm, upbeat attitude.
What stood out most was that she didn't just fix the issue--she went the extra mile. Krystal took the time to explain what to do if this situation happens again, letting me know I could simply call the store if my order might be put away and they would gladly hold it for pickup the next day. That kind of proactive, thoughtful service is rare and deeply appreciated.
As someone who manages a large team, I recognize how valuable employees like Krystal are. She clearly takes pride in her work and genuinely cares about helping customers. She even shared that she enjoys doing whatever she can to take care of people, and it absolutely showed.
I'd also like to acknowledge Rose from Kroger's Customer Service Call Center. After my visit, I called to make sure this feedback reached store leadership so Krystal could receive the recognition she deserves. Rose was incredibly kind, appreciative, and helpful throughout the conversation.
Too often, businesses only hear from customers when something goes wrong. This is one of those moments where everything went right. Thank you, Krystal and Rose, for delivering such an exceptional experience. Because of associates like you, my family and I will continue shopping at Kroger.