Kroger’s pharmacy story is a tale of ambition colliding with harsh realities, leaving both pharmacists and patients grappling with its fallout. With over 2,200 pharmacies spread across 35 states, Kroger has become a household name, not just for groceries but for healthcare. Yet behind the counters, the smiles often mask a brewing storm — overworked staff, customer dissatisfaction, and a growing list of challenges.

Kroger’s journey into pharmacy began in 1961, during an era when the Beatles were playing small clubs and the world seemed simpler. Over the decades, the company expanded its pharmacy operations significantly, acquiring Dillon Companies in 1983 and Fred Meyer in 1998. By the early 2000s, Kroger had cemented itself as a significant player in the pharmacy sector, offering innovations like online prescriptions, medication therapy management, and even walk-in clinics known as The Little Clinic.

Fast forward to 2023, and pharmacy services contributed $14 billion to Kroger’s $150 billion total revenue — a substantial slice of the pie. But even this success couldn’t mask the cracks forming in its foundation. In 2022, Kroger severed ties with Express Scripts, a major pharmacy benefit manager, causing chaos for patients and pushing many to find new in-network pharmacies. This decision, while bold, was just the tip of the iceberg.

The opioid crisis hit retail pharmacies hard, and Kroger wasn’t spared. By 2023, the company had settled lawsuits related to the crisis for $1.4 billion, a financial blow matched only by the damage to its reputation. Inside the pharmacies, budget cuts and staff reductions pushed remaining employees to their limits, with some locations seeing technician hours slashed by nearly 30%. Stress and burnout have become the norm, with pharmacists working in what feels like pressure cookers, balancing relentless workloads and frustrated customers.

Employee morale paints a mixed picture. Reviews on platforms like Glassdoor show that while Kroger pharmacists rate their experience slightly higher than competitors like CVS or Walgreens, approval ratings for the company’s leadership remain abysmally low. Only 39% of employees approve of CEO Rodney McMullen, and just 44% would recommend working at Kroger to a friend.

Customers, too, are feeling the impact. Complaints about billing discrepancies and long wait times are rampant. Some even describe Kroger’s pharmacies as the most disorganized they’ve ever encountered. These issues are compounded by a proposed $24 billion merger with Albertsons, a move analysts predict could lead to job losses, increased prices, and reduced competition. While executives argue this merger will streamline operations and improve services, skeptics fear it will only deepen existing problems.

Kroger is attempting to turn the tide with initiatives like digital transformation and workforce investment. An updated mobile app now allows customers to manage prescriptions and consult pharmacists virtually, while a pledged $1 billion aims to raise wages and enhance employee benefits. Another $1.3 billion is earmarked for store renovations, promising shorter wait times and better customer experiences. However, much of this investment hinges on the Albertsons merger’s approval — a gamble that leaves many employees skeptical.

For pharmacists, Kroger’s struggles reflect a broader issue within retail pharmacy. Toxic work environments, high burnout rates, and systemic inefficiencies plague the profession, driving many to question their career paths. Yet amidst the chaos, some Kroger employees find silver linings, praising the company’s leadership and operating systems as a step above the competition.

The future of Kroger’s pharmacy division remains uncertain. Will it be a story of redemption, with the company addressing its deep-rooted issues and emerging stronger? Or will it mark the decline of yet another retail pharmacy giant? Whatever the outcome, the stakes are high — not just for Kroger, but for the millions of lives it touches.

Pharmacy is more than just a job; it’s a calling. If you’re a pharmacist looking for a career that aligns more with your passions, whether it’s remote work, regulatory roles, or something entirely different, there’s a path for you. Let’s explore it together. Your future in pharmacy doesn’t have to be defined by burnout and bureaucracy. It can be about rediscovering what makes you thrive.