Kroger Employees Blast the Mystery Shopping Program

Many of those complaints are BS. And the ones about the age and height, well that's really guesswork, and some who say the shopper was way off on age perhaps don't relaize how they look to others. And on the names way off of the descriptions, or the person being evaluated not working that day, I wonder how many employees are fogetting their name tags at home and using one of their coworkers' tags that day.

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@Book wrote:

Falsifying receipts is one of the easiest scams a mystery shopper can pull. I mean a lot of the receipts are difficult to read before they are even scanned.

A percentage of the general population are always looking to game the system and I’m sure a similar percentage of mystery shoppers do likewise.

It even goes without saying some mystery shoppers go through garbage cans to get receipts to submit. Never underestimate the cunning of some people.

There was a whole entire thread here recently about gas station shoppers asking for a receipt from a nearby customer, instead of actually pumping the gas themselves. This tactic boosted their pay anywhere from $5-$9 per shop.

I was pretty surprised at the number of posters defending this practice. The reasoning behind the lie about purchasing gas was that “the receipt is just there to show the pump printer works.”
@ColoKate63 wrote:

@Morledzep wrote:

I will admit that I am spectacularly bad at pinpointing someone else's age… I am not the only one of us with a really bad short term memory.

Serious question: if you’re admittedly so bad at these things, why are you working as a mystery shopper?

Because I'm a disabled Automotive technician and I can't work anymore. I have to do something to make money and to feed myself and to pay my bills. I make up for my shortcomings, I take notes, I sent text messages to myself.

There are worse things that people can be than forgetful. They could be judgmental and rude.
@Morledzep wrote:

@ColoKate63 wrote:

@Morledzep wrote:

I will admit that I am spectacularly bad at pinpointing someone else's age… I am not the only one of us with a really bad short term memory.

Serious question: if you’re admittedly so bad at these things, why are you working as a mystery shopper?

Because I'm a disabled Automotive technician and I can't work anymore. I have to do something to make money and to feed myself and to pay my bills. I make up for my shortcomings, I take notes, I sent text messages to myself.

There are worse things that people can be than forgetful. They could be judgmental and rude.

Have you looked into a service advisor role?

My ex husband works for Audi, he's a tech and jokes that when his body gives out well before retirement he is going to be a service advisor.....
In reality I think he's looking into a regional position with Audi that would be more hands off, helping diagnose vehicles that techs are having a hard time with.
Some of these are likely true, but consider the source: Reddit.
People can and will make things up there all the time. Or have the need to "one up" something already stated by making things up. Not a surprise that some of the more "outrageous" things were on the bottom of the list, have to make something up to outdo what was already on the list.
Something to consider:
Over the years, I've had submitted reports returned by the editor(s) for various reasons. Some were my own fault (wrong photo, missing photo, question not answered, etc - how these were able to be submitted has always puzzled me), others, for in the editor's opinion, was needing an additional photo. For those, the most glaring request was for a store sign that was out of date and I had missed it - the editor wanted a photo of it when they happened to see it on a storefront photo. Thankfully, I was able to.
In saying this, the editors would send back to me the report, requesting whatever.
But, I what I noticed time and time again, that often in receiving these returned reports, were answers that I knew were not mine, but had been changed by someone during the obvious editing process.
I acknowledge that often that person did it for my benefit as well as perhaps, ease in submission, but, on the other hand, the answers were often changed to obviously suit someone other than the shopper's benefit.
Did it happen often? Often enough that I began to notice a pattern with certain MSCs. Currently, with the Wordsmith employees, for one particular, very large MSC, I've not noticed this occurring. However, they have often said something that I cited did not seem as apparent (in my photo) as I considered it and hence, asked that I change the answer. I appreciate that they did not change the answer yet asked me to do it.
For other MSCs, past and present this has not or was not the case. Answers were changed, photos eliminated.
I've noticed the opposite with editing for the large MSC so often discussed here in that they find infractions that in real life are so miniscule they should not be counted or flat out argue something is what it is not.
Example
Night lighting audits
I submit report stating that the canopy had a decal sticker, not lights. The editor sends it back telling me it's lights and they are completely out. Ummmm I was physically there, parked 20ft from the canopy. I assure you it was a sticker.
That happened several times and they would send it back flat out demanding I change the answer, not asking me if I was sure my answer was correct. I did what they asked as I was not losing pay over it but the client ended up with false info!


@French Farmer wrote:

Something to consider:
Over the years, I've had submitted reports returned by the editor(s) for various reasons. Some were my own fault (wrong photo, missing photo, question not answered, etc - how these were able to be submitted has always puzzled me), others, for in the editor's opinion, was needing an additional photo. For those, the most glaring request was for a store sign that was out of date and I had missed it - the editor wanted a photo of it when they happened to see it on a storefront photo. Thankfully, I was able to.
In saying this, the editors would send back to me the report, requesting whatever.
But, I what I noticed time and time again, that often in receiving these returned reports, were answers that I knew were not mine, but had been changed by someone during the obvious editing process.
I acknowledge that often that person did it for my benefit as well as perhaps, ease in submission, but, on the other hand, the answers were often changed to obviously suit someone other than the shopper's benefit.
Did it happen often? Often enough that I began to notice a pattern with certain MSCs. Currently, with the Wordsmith employees, for one particular, very large MSC, I've not noticed this occurring. However, they have often said something that I cited did not seem as apparent (in my photo) as I considered it and hence, asked that I change the answer. I appreciate that they did not change the answer yet asked me to do it.
For other MSCs, past and present this has not or was not the case. Answers were changed, photos eliminated.
@luckygirl0100 wrote:

Have you looked into a service advisor role?

My ex husband works for Audi, he's a tech and jokes that when his body gives out well before retirement he is going to be a service advisor.....
In reality I think he's looking into a regional position with Audi that would be more hands off, helping diagnose vehicles that techs are having a hard time with.

I was injured while working Fleet Service for the phone company. At that point I hadn't worked retail or with the public in over 15 years. And I was not good at talking to customers when I did work in retail. I did try for a management position at the phone company in the garage, that I was qualified for, but because of the Union rules I was not allowed to change my job classification after they forced me into "medical leave of absence".

Edited 1 time(s). Last edit at 03/31/2023 02:08AM by Morledzep.
@SueW70, I loved your post. It gave me a good laugh reading it. I have done the exact same things... walk around in circles especially if I don't see a produce employee initially. I have the hardest time remembering unusual names and have to try walking discreetly back and forth to remember the spelling of it. I'm sure employees are wondering why I keep staring at their chest. It also bugs me when things are in stock online, but end up being out of stock. During one shop, half of the items were out of stock. It really defeats the purpose of the shop when there isn't even a shop fee for pickups. On the other hand, when something is called out as low stock online, most of the time they will have it. Have you also ordered meat? One time, my bill went up by 40% because the employee selected a huge piece of meat even though I specified the preferred weight in the notes. I am very grateful for free groceries, but have had some very irritating experiences.
@Mellifluy wrote:

....I'm sure employees are wondering why I keep staring at their chest....

It's even worst when you're male and the employee whose chest you are staring at is female.
@redink wrote:

I often wonder what employees think when I open multiple milk doors.

That you should wear your glasses. I do that when shopping because I am not wearing mine.
I can do the milk date checks by walking by the doors and catching the dates. I then open one or two doors to see if thee is spillage or anything to answer that question.
Although there was a note about strawberries not being in stores due to growing issues- both stores I was in today- not on shops but which I am shopping on Monday both had plenty of strawberries.
I was in a Krogers this morning not on a shop,. I am shopping there Monday- the produce man had an apron on and no name tag- hope he is not working there Monday as it will be a problem. He did not greet me or even look at me- I saw he was marking down salads dated April 1 so I pulled 3 out before he got to them and he kindly marked them down.
As for people picked up receipts from the sidewalk- I seldom see any-
Most Kroger shoppers have the customer cards to earn fuel points- I just redeemed 70 cents a gallon today- so if a shopper was being questioned, the company could look at the various receipts and check the shopper number.
Credit cards can be the pits. I tried to get gas at the store I was in today and it said card not recognized so I had to drive to another Krogers- strangely one down the street I am shopping on Monday- the card worked there.
I encountered lovely self people at both stores- hope they are working Monday as they did everything correctly a far as greeting customers at the self check registers and then thanking them for shopping at Krogers.
I recently was doing a shop at a store with at least three managers on the floor. Including "the boss" of the store manager. One asked if I needed help at the milk area. Fortunately I do wear glasses and said "I can't always see what I need." Then I opened a door.
I'm going to go out on a limb and guess that this is the produce associate. I've done many of the full service/self service shops, and was honestly quite surprised the one time I was greeted. Most of the time, the produce associate is hustling to get food on the shelves quickly, and not focused on greeting every person in the department.
I always feel bad when I mark no greeting or eye contact for a produce associate. It's penalizing them for working hard. Now if I ask them a question and they ignore me, then that should be penalized. I wouldn't expect a produce employee to say hi to everyone passing by. They would never get any work done during peak hours.
I've only been doing MS for Kroger for a year, but I max out every month. I do a very diligent job but, of course, the age is hard. When I was in my 30, some days I'm sure I looked 50. Now in my 60's, on a good day I can pass for mid-40s and look 70 on a bad day.

I've never been asked for weight on any MS for any company. If that was ever a data point, surely it was a long time ago.

I did have to put in a negative review of a young cashier at Kroger and was very pleased when the Kroger followed up with the MSC and the MSC with me to get more information because they wanted to coach the employee. The cashier was young, nervous, lacked confidence and didn't have on clean clothes (which maybe he couldn't help), but I'd like to think the store will give him coaching and build his confidence, which will help his career going forward.
@rmkeith wrote:

I've only been doing MS for Kroger for a year, but I max out every month. I do a very diligent job but, of course, the age is hard. When I was in my 30, some days I'm sure I looked 50. Now in my 60's, on a good day I can pass for mid-40s and look 70 on a bad day.

I've never been asked for weight on any MS for any company. If that was ever a data point, surely it was a long time ago.

I did have to put in a negative review of a young cashier at Kroger and was very pleased when the Kroger followed up with the MSC and the MSC with me to get more information because they wanted to coach the employee. The cashier was young, nervous, lacked confidence and didn't have on clean clothes (which maybe he couldn't help), but I'd like to think the store will give him coaching and build his confidence, which will help his career going forward.

I was once hired and became the best employee in the department. When the manager who hired me was leaving, he told me he had hired me because I looked like I needed a break. He said he was glad he had given me that break.

Sometimes when you are down you really do just need a hand up. I truly hope that Kroger trains that employee and he then has the confidence and clean clothes to be one of their best employee.
@wrosie wrote:

I noticed many of the issues were with the age of the employee. I can see missing a 19 saying they are in their early 20s, but not some of what was said above. Seems like some people were pencil whipping the reports instead of doing them, using past visit names and departments.

Makes us all look bad.
That only applies if they are telling the truth and not trying to get the mystery shopping program abolished. The 50-year-old that was called thirty should have took it as an incredible compliment. No one can be sure of someone's exact age or height. All of the possible hair colors are not included either. I was glad though that they finally added salt and pepper. But they really need an "other" category for hair color. I did a Circle K today with an employee with pink hair. I'd like to see what most people put that as for Kroger! LOL. I put "unable to determine" when the hair color is not provided. I ride a wheelchair cart so I have to stand up to gauge someone's height. But at least I'm 5'6 so if they are taller than me I'm not that far off if they are shorter than me I'm not that far off.
yeah but I am basically judging height from when you are sitting down. I am not even 5 feet and everyone is taller than me. How much, I don't know but definitely taller.
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