But, despite the industry’s immense financial success, the pressing question remains: what do American consumers think of their overall shopping experience, and which supermarkets provide the least satisfactory experience?
According to the latest Retail study by the American Customer Satisfaction Index (ACSI), which interviewed 35,685 customers between January 2022 and December 2022, the combined categories’ satisfaction scores fell by 0.5 percent to a score of 74.7 percent on a scale of 0 to 100. The ACSI asked customers to evaluate their recent experiences with large and smaller supermarkets, including categories such as the cleanliness of the store, convenience of opening and closing hours, customer service, website and app satisfaction, and quality and freshness of produce.
While some retail giants like Trader Joe’s and Costco consistently rank high as the favorite supermarket chains of American consumers, others have received a poor reputation for customer satisfaction due to a number of reasons like poor product quality, inadequate customer service, and uncompetitive pricing.
Here are America least favorite Supermarket chains:
8. Hy-Vee
Customer Satisfaction Index in 2022: 77
Customer Satisfaction Index in 2023: 76
% Change: -1%
Hy-Vee, the Midwest-based supermarket chain with over 280 stores in eight states, has experienced a one-point drop in popularity according to the ACSI survey. As per online reviews, people are mostly frustrated with HyVee’s online shopping app.
What customers say: “I typically like Hyvee for their selection and their employee-owned business. But the online order pickup has been a nightmare. Constantly out of basic produce, or missing items, or ignored while waiting to pick up my groceries. ” Faith Martin
7. Kroger
Customer Satisfaction Index in 2022: 77
Customer Satisfaction Index in 2023: 76
% Change: -1%
Kroger, a retail giant that has been a household name in America for over a century, is one of the largest supermarket chains in the United States, with over 2,700 stores across 35 states. However, according to the study, Kroger is among the least trusted retailers due to its overpriced produce.
What customers say: “Kroger is super expensive and not worth the effort. Everything is at least a dollar over priced. No reason to shop there.” –Dennis Toomey
6. Meijer
Customer Satisfaction Index in 2022: 76
Customer Satisfaction Index in 2023: 75
% Change: -1%
Meijer, a retail giant with over 250 stores across six states in the Midwest, appears to be losing its appeal with customers as its total satisfaction score has dipped from last year.
What customers say: “Every since they opened I have only shoped meijer. Not No more.No stock on shelves or in the freezer. Running ads for products not even in stores. Price gouging can’t say is shipping because nothing wrong with shipping. Kroger is the place to shop more on there shelves and prices are lower.” –Guillermo Nino
5. Save a Lot
Customer Satisfaction Index in 2022: 74
Customer Satisfaction Index in 2023: 75
% Change: 1%
The discount supermarket chain that operates over 1,000 stores across the United States has seen a surge in its overall score by 1%.
What customers say: “I shopped there all the time but the last 2 weeks they have upped their prices to ridiculous prices.”
4. ShopRite
Customer Satisfaction Index in 2022: 76
Customer Satisfaction Index in 2023: 75
% Change: -1%
The discount grocery store chain that has been providing customers with affordable food options since 1977 fell short by one percent from the previous year scoring 75 out of 100.
What customers say: “Be aware; the till price does not always coordinate with the shelf price. Check your receipt before you leave the shop. Also, so-called, bargain offers at the shelf, often do not transfer to the till.” – Padraig O’Garrity
3. Albertsons
Customer Satisfaction Index in 2022: 71
Customer Satisfaction Index in 2023: 74
% Change: 4%
Albertsons is one of the largest supermarket chains in the United States, with over 2,200 stores across 33 states. However, despite being a major player in the grocery industry, it’s among the most disliked retailers in the country. Customers are mostly annoyed by the poorly functioning app, unfriendly staff and bad customer service.
What customers say: “What a nasty dirty store! Don’t shop here. The help is so incompetent that there is months of outdated food on the shelves, molded produce, meat that stink like a trash dumpster, way too expensive ($4 each for rotten mushy avocados, just one example) and the self checkout is so far off on the prices and will not give the proper discount prices and the manager says “it’s not our fault it’s the machines fault.” –Richard D Scherrer
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2. Giant Eagle
Customer Satisfaction Index in 2022: 76
Customer Satisfaction Index in 2023: 73
% Change: -4 %
Giant Eagle is a regional supermarket chain based in Pittsburgh with over 400 stores across five states. According to the many negative reviews online, the supermarket is one of America’s least favorite supermarkets due to its stores being understaffed with non-existent customer service and low-quality produce.
What customers say: “The last time I purchased Giant Eagle Pasteurized Half and Half, it was $3.79 for a half gallon. Two weeks later (today) the same product cost me $6.39. That is a 70% increase. Outrageous.” – JamesDaugherty
1. Walmart
Customer Satisfaction Index in 2022: 71
Customer Satisfaction Index in 2023: 70
% Change: 1 %
With over 10,000 stores worldwide and more than $500 billion in revenue, Walmart is the largest retailer in the world. It also consistently tops the list of America’s least favorite retailers, with consumers mostly frustrated by crowded stores, low-quality produce and unsanitary marketplaces.
What customers say: “Customer service is non existent, staff is outsourced, difficult to understand, not helpful, very rude, will not answer questions and blatantly lie to pawn you off to other staff.” -roger waeckerle
