Last week, Jill McCormick, who lives in the Cincinnati area, placed an order through the Kroger app- which was used by her because it was convenient for her work schedule and her daughter’s physical therapy.
McCormick's grocery order was worth $282, but when the bank notified her, the amount had surged to $2,783.25. In an interview with WCPO, she mentioned her heart stopped due to panic. The invoice McCormick received was not for what she had ordered; it differed from what was delivered.
McCormick had ordered six packages of Butterball butter for $26.94, five bottles of Dawn Platinum dishwasher detergent for $73.43, and 15 bottles of Gain laundry detergent for $239.85.
McCormick's assigned shopper stopped responding before she was notified by the bank about the charge in her account. She then attempted to reach out to Kroger's customer service to cancel the mistaken order.
After an hour of trying, Kroger finally got in touch with Instacart to cancel the order. Kroger mentioned that the app had resolved the issue by promptly refunding the original payment and offering a gift card as an apology for the inconvenience.
Instacart also stated that they collaborate closely with partners like Kroger to ensure customers have the best shopping and delivery experience. The public has stated that their shoppers must undergo a thorough background check, including a search of state and county criminal records, checks against the federal registry and sex offender registry, the national criminal database, and global watch list, plus a Social Security Number trace.
Initially, Kroger provided McCormick with a $20 gift card, which was later increased to $250 as compensation for the incident. Nevertheless, she is still seeking a solution to prevent overcharging on mistaken grocery orders to ensure others do not go through a similar experience. The woman mentioned that she filed a report with the local Butler County Police Department.
