An Ohio woman received a startling surprise when a routine Kroger grocery order, meant to cost a few hundred dollars, ended up totaling nearly $2,800.
Last week, Jill McCormick, residing in the Cincinnati area, placed a $282 pickup order for groceries via the Kroger app, a convenient choice for her busy schedule and her daughter’s physical therapy needs.
To her shock, she discovered a bank charge exceeding $2,500, with the total billed at $2,783.25 for the groceries.
McCormick recounted her initial reaction: “My heart stopped because I’m thinking panic mode. Something is happening, and I have to react very quickly, and I didn’t even know where to start.”
Reportedly, the charged amount did not match what she ordered through the app, and the contents of her received order differed as well. Notable items included six packs of Butterball turkey bacon for $26.94, five bottles of Dawn Platinum dish soap for $73.43, and 15 bottles of Gain laundry detergent totaling $239.85.
Upon realizing the error, McCormick’s efforts to contact the designated shopper for cancellation were in vain. Following notification from her bank about the excessive charge, she reached out to Kroger’s customer service for resolution.
“After trying for an hour, trying to get in touch with someone, they were finally able to get in touch with Instacart to cancel the order because they never canceled the order as the shopper originally told me,” McCormick explained.
Kroger promptly addressed the situation, stating to FOX Business, “We understand a customer was overcharged for an order placed on August 9, 2023. We rectified the incident as soon as it was brought to our attention with an expedited refund to the customer’s original form of payment and a gift card to apologize for the inconvenience.”
Instacart, the platform through which the order was placed, emphasized its commitment to ensuring a positive shopping and delivery experience. They outlined that their shoppers undergo thorough background checks before approval, which include searches of criminal records, federal and sex offender registries, and more.
McCormick, who filed a report with the local sheriff’s department, expressed her desire for a solution to prevent similar overcharging incidents, hoping to spare other families from similar predicaments. Kroger initially offered her a $20 gift card, which was later increased to $250 as compensation for the inconvenience.
In light of this ordeal, McCormick’s focus remains on preventing future occurrences and finding a resolution.