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A KROGER shopper has scorned its coupon system for being too confusing for elderly people.
The customer said her dad, 89, couldn’t use Kroger’s app to take advantage of its digital coupon program.
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“Hey Kroger there are a ridiculous amount of steps involved to use a digital coupon!” said Shari on X/formerly Twitter.
Shari said that she was worried about her father, and other Kroger customers frustrated by digital coupons, or who are struggling to use the retailer’s app.
She pleaded with the retailer – which is headquartered in Cincinnati, Ohio – to fix the situation.
“I think about my 89 year old Dad and so many others like him that don’t use apps,” said Shari on August 17.
“They’re your customers that need the best price the most! Do better Kroger.”
The retailer, which operates 2,750 grocery retail stores under a variety of banner names, has previously been slammed for shutting some customers out of its digital deals.
“They are making it too hard, I mean, seriously,” customer Pat O’Brien told ABC-affiliate WCPO last May.
She told the broadcaster about how she struggles with her smartphone, and can’t access digital coupons that could give her money off some items.
Other Kroger shoppers have aired similar issues.
“I shop for my older clients because it is so hard and complicated for them to understand,” said Tina Hern, an elder caregiver.
“Anyone who’s not connected today is missing out on supermarket savings,” warned Edgar Dworsky, of Consumer World.
A review by the consumer advocacy group in 2022 found that getting deals at grocery stores is tricky for older adults without a mobile phone or internet access.
“You have to have the supermarket apps or go on to their website to find the particular offer,” Dworsky said at that time.
“We’ve got millions of seniors who are not connected to the internet who lose out.”
KROGER RESPONDS
“We understand that not all customers choose to engage digitally when shopping with retailers,” Krogers said in a statement after the findings were published.
“Customers who would like to take advantage of digital coupons can receive the discounted pricing at any customer service desk.
How to use Kroger coupons
Kroger accepts paper and digital coupons
Customers can sign up for a shopper’s card and create a digital account on Kroger’s website or mobile app.
To load coupons on to your card, click the “load to card” button on each coupon.
Digital coupons and offers are deducted from a customer’s total purchase prior to paper coupons or any other discounts.
Coupon start and end dates vary based on the offer.
Shopper card holders who don’t have a digital account may receive the discounted pricing offered in a digital coupon or offer at the customer service desk.
“Kroger still offers substantial non-digital savings; nearly 80 percent of the coupons offered to frequent shoppers are print coupons mailed directly to customers.
“Customers do not need smart phones to access savings, simply log on to Kroger.com and start clipping — it’s as easy as sending an email.
“Loaded offers are automatically redeemed whether a customer checks out online or in-store.
“Among all age groups, shoppers tell us they redeem digital offers at a higher rate than print coupons.”
INVESTIGATION
The coupon complaints come as Kroger is facing a consumer backlash and the threat of a government probe.
Two senators have revealed they’re looking into the chain’s practices over claims it may be using personal data for “surge pricing” in stores.
This controversial practice is when a company increases service prices based on real-time demand.
But Kroger reps have strongly denied allegations of price-gouging.
“Kroger’s business model is to lower prices over time so that more customers shop with us, which leads to more revenue that we then invest in lower prices, higher wages, and an even better shopping experience,” a representative said to Fox Business.
“Any test of electronic shelf tags is to lower prices more for customers where it matters most,” the statement continued. “To suggest otherwise is not true.”
