I've been working at Kroger full-time for 7 months now (come January 1st). I was hired as a cashier and customer service desk person, and I do both daily and sometimes U-scan if no one else is available. I have never been written up or caused any kind of trouble since starting here, all my managers seem to like me alright and I've had no complaints from customers (in fact, I have gotten several shout-outs). HOWEVER,
As I was about to head to my lunch break after doing U-scan all day, my FES calls me over the front desk, where she ominously says something about "needing to talk to me."
She pulls me in the back office where she and two of my managers are standing there with a SIR form in their hand, and I knew i was in deep **** for something.
"A lady called just now and said that you were awful to her and made her cry at U-scan, I'm going to write you up for rude behavior. This is your first and last warning before termination."
My jaw nearly hit the floor, I was completely blindsided and had no idea what they were talking about. I told them that I definitely did not make any customer cry today, and I said that all my interactions at U-scan had been perfectly pleasant that day. I had NO idea what they were talking about. So, they explained that this super old lady called and claimed that the "girl working U-scan" (aka me) "snatched" a starbucks gift card out of her hand, and told her in a nasty voice to "step into an actual checkout lane, I don't help stupid people."
THIS STORY IS COMPLETELY, 100% MADE UP. I never, ever, ever would do this to anyone and nothing like this even remotely happened ever while I have worked at Kroger. No one came to Uscan with a starbucks gift card in the first place!! I was so stunned that my managers, who had previously been pretty cool, just immediately believed this crazy ass old lady who couldn't apparently even remember my name or what I looked like. I have a feeling this lady is either completely out of her mind with dementia, or isn't even calling the right store. All I know is that I'm ****ing pissed that now my managers and FES think I'm a rude *******, and made me sign a write-up even though it wasn't true at all.
What can I do? Is it even worth bringing it up again? Should I tell them to look at the cameras??
I just don't want this fake story on my record because I really do enjoy customer service here. :(
-- Edited by Krogucci on Wednesday 27th of December 2017 08:06:46 PM
I learned the hard way. Don't let anything like this go unchallenged. It can snowball from here. Have them check the cameras.
It makes me sick, how quickly people that already know you, believe in some crazy made up story. And it's freaking scary, how easily is to get someone in trouble with a lie. But that's the culture of Kroger.
Never sign a write-up, and contact your Union representative immediately. The managers were in the wrong to write you up without presenting any evidence. It sounds like they are unfair or someone wants you gone. My advice would be to start looking for a job elsewhere asap because this isn't going to be the first or last incident.
Im my KMA SIR are just "verbal" coaching, while it is on paper, the paper it just a "reminder" that you talked. I would go to the Store Manager and just talk to them, explain that happened and that you never had a customer like that. Tell them that you understand that they have to talk to all associates when a complain happens, but that you feel it was handled in the incorrect way and you have never had a complaint before. I would hint that you might be talking to the Union Rep about the situation because you do not want your good name being downgraded by a random customer that you never helped or had any contact with.
Normally, if the Store Manager sees you care and never had any issues before they will eliminate it from your file. Normally they can not terminate anyone on the spot (if your Union), unless your caught Red Handed with a theft issue.
