Finally she demanded to be told what really happened, and an employee decided to level with her. She says the employee told her that her wallet had been thrown in the trash, her credit cards had been cut to pieces and her money put in the cash drawer. She was told her driver's license was in the mail.
Sheeren was in dire straits. Her husband was working on a film shoot in the Rio Grande Valley, so she could not immediately cancel her credit cards until he returned home 48 hours later. What's more, she had no money nor ID.
She says Kroger floated her an emergency loan of $40 cash to help her reconstruct her billfold, and a kindly manager offered her $30 worth of store credit.
So far so good. At that point, she believed it was all a big misunderstanding, that her beloved neighborhood store would do right by her in the end. She believed her license would turn up in her mailbox and that would be the end of it.
But it didn't show up. As the days turned into weeks, using her "nice teacher voice," Sheeren lodged several complaints, ascending Kroger's corporate chain of command in a series of phone calls. The Houston-area manager told her that he would just call the post office and they would track it down. Sheeren told him that it was unlikely the postal service would be able to do much of anything, as it was her understanding that the letter had no tracking number.
She was then passed up to Texas-Louisiana manager Rob Hamilton, who, she says, first regaled her with tales of his wonderful recent Florida family vacation. Sheeren says he droned on and on about what a great time he'd had, and then abruptly turned nasty when talk came around to her lost license.
Sheeren says he was practically yelling at her when he told her that in giving her money after destroying her credit cards, trashing her wallet and losing her license, Kroger had actually done right by her. "You left your wallet! We did you a favor," he snapped, according to Sheeren. "You only had about three dollars in that wallet," he added.