DeChantal Kroger, one of the largest supermarket chains in the U.S., is facing mounting criticism from customers over what they describe as deteriorating in-store service and policy reversals. The backlash follows the company’s recent shift in checkout operations, which has resulted in long lines and limited availability of manned registers. Numerous shoppers have voiced their dissatisfaction online, calling on the retailer to “do better” or risk losing business to competitors like Trader Joe’s.
Social media has become a hub for frustrated customers to share their experiences. One shopper, Mike Warren, posted a photo of an extensive checkout line at the Mt. DeChantal Kroger, showing a queue that stretched to the back of the store. “This is the line to the one open manned register,” he wrote. “Makes me want to drive all the way to Trader Joe’s.”
Warren’s experience echoes widespread discontent among Kroger patrons. Several shoppers have claimed that many “manned” registers are often left unmanned, leading to increased reliance on self-checkout stations. For many, the wait times have become intolerable. “It costs a little more [at other stores], but rarely raises my blood pressure,” one commenter remarked. Others praised Trader Joe’s for having fully staffed checkout lanes with little to no waiting, adding that the extra cost is worth the smoother shopping experience.
Check Out Policy Reversal Adds to Customer Confusion
The core of the current dissatisfaction appears to stem from a recent policy U-turn. After pushing an all-self-checkout format in several stores, DeChantal Kroger has walked back this initiative in some locations. However, customers say the reversal hasn’t been effectively executed, as many stores still lack sufficient staffing at traditional checkout lanes.
What was meant to be a convenience-driven initiative has, according to many shoppers, resulted in greater inconvenience. Some customers have even reported avoiding Kroger entirely due to the “insane” checkout lines. “The sad part is that this is not an unusual sight,” one Facebook user posted. “Most, if not all, of the ‘manned’ registers are unmanned.”
The growing volume of complaints has prompted the company to promise internal reviews and investigations, but customers remain skeptical. The frustration has been festering for months, with many arguing that Kroger’s changes are driving loyal customers to rival retailers that offer smoother and faster shopping experiences.
Home Delivery Cut Sparks Further Discontent
In addition to in-store challenges, DeChantal Kroger has also quietly ended its “Ship” home delivery service, further angering its customer base. The change, which took effect in March 2025, was discreetly announced via the company’s Ship FAQ page. The Ship service, which relied on third-party carriers like FedEx and UPS to deliver groceries and goods directly to customers’ homes, was a lifeline for many shoppers—particularly those without transportation.
“Kroger is failing its customers in many ways,” one Facebook user wrote in response to the announcement. Another added, “This is going to affect a lot of people who have no transportation.”
While Kroger maintains that other delivery and pickup services remain available, the removal of Ship has left many long-time users disappointed and looking for alternatives. As other grocers like Walmart also begin to implement changes, including stricter bag policies, DeChantal Kroger now faces increasing pressure to win back customer trust before they permanently shift their loyalty elsewhere.
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