Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,615 total complaints in the last 3 years.
546 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/23/2025 I placed a pickup order from Kroger in ****** and got charged for my order (152.50). The following day I received yet another charge which is listed as pending however it still takes the money out of my account. This same type of incident happened the week prior when i placed an order from **** ***** Kroger (192.26) and was charged not only during the time of my order but the following day as well. It took an entire week for this charge to fall off and money to go back into my account. I have called multiple times with this and nobody can do anything but offer me measly $20 credit on my account which i won't be using as this issue has not been fixed with Kroger. This does not cover the amount that is now missing out of my account and i cannot use to pay my bills that are due. It not only has caused that issue but also but a damper on my vacation for last week considering the time it took to go back into my account. I budget my money so this is a huge effect on my life. I want a resolution to this issue before i take it further. Attached you will find an example of the recent order of what is happening.
Customer Answer
Date: 07/24/2025
I am seeking the compensation for the inconvenience and my money back for the order that I got double charged for.
Business Response
Date: 07/25/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for the hassle of having preauthorization holds in the customer's order and how it was handled by our representatives. We are doing our best efforts to be fair to every customer. On July 4, 2025, as mentioned, the customer called in and spoke with a supervisor which advised them that the hold will drop off within 3-5 business days. Also, a $20 store credit was already added on the shopper's card ending in ****.

For online orders, all of them will have preauthorization charge as part of our checkout process and this is a requirement for credit and debit card companies. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction.

Preauthorization is not a final charge and is only pending, this will drop off within 3-5 business days after completion of the order. If the hold is still on your account after the specified timeframe, the customer will need to contact their bank to request the hold be released.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 07/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The initial preauthorization amount i agree with and am very well used to with my many years of shopping with Kroger, however recently I get 2 of those charges for ONE single order. That is not acceptable and is something going wrong on Kroger's end as i have never had that issue until recently with my last 2 orders. This takes money out of my account that i use to even pay bills and at this current time as effected my bank account negatively trying to pay my bills on time with the missing money for the preauthorization that should not have been there. The first one went through and the second is still yet pending. I have asked countless times how this issue is being addressed with no answers. I would like compensation for how much this is costing me not only my back account negativity but also late fees on my bills i cannot pay because the preauthorization that isnt supposed to be there took the money i had to pay my bills.

Regards,

***** *******
Initial Complaint
Date:07/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes, on July 19, 2025, I proceeded to my local Krogers grocery store to complete my bi-weekly shopping trip. During this shopping trip, I specifically made the correct purchases required to earn cash back rewards that are usually added to my account (Rewards Account #: ************) within a few days in order that I may transfer that balance to my *** *** Account. Once again, I find it necessary to reach out and seek appropriate redress through your organization for Krogers neglect in providing the cash back I already earned through my purchases on this shopping trip. Specifically, I was awarded $17.00 as cash back earned for my purchases made on July 19, 2025. The correct cash back earned for this shopping trip was $22.00, therefore representing a shortfall of $5.00 I am still owed as cash back earned on this shopping trip. The following are the items purchased and respective cash back earned:

Blue Buffalo Dog Food @ $3.00
Alcon Clear Care Plus @ $5.00
Systane Eye Drops @ $3.00
Blue Diamond Almonds @ $3.00
Pepcid AC Gummies @ $3.00
Dove Bodywash @ $3.00
Clean & Clear Scrub @ $2.00

The total cash back earned, as you can see from above, is $22.00 and not $17.00 awarded. I am requesting that the missing $5.00 in my account be added immediately and that these constant extra efforts I must take to secure the rewards I earned, cease. I have contacted Krogers regarding this issue, with no response as of yet. Thank You
Business Response
Date: 07/25/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer did not receive their cashback form their purchase on July 19, 2025. We are working hard to improve our services for our customers. Please note that cashback may be earned right away or for some times it may take 7 business days before the cashback will completely be loaded to the customer's online account.

After careful checking the customer was able to cashout $17 on 07/22/2025 through their ****** account. We are able to check the cashback offers that were redeemed on their purchase on July 19, 2025. Below are the cashback offers full description, but we are unable to verify the cashback offer for Clear Care® Plus with HydraGlyde Contact Lens Solution. The total of the cashback offer redeemed is $17.

*$3.00 Cash Back on PEPCID
Buy ONE (1) PEPCID® (20ct or higher), IMODIUM® (excluding 6ct) or LACTAID® Supplement product (excluding trial and travel), Get $3.00 cash back ************

*$3.00 Cash Back on Blue Diamond
Buy ONE (1) Blue Diamond® Almonds & More mixed nuts (14oz), Get $3.00 cash back ************

*$3.00 Cash Back on BLUE dry dog food
Buy any ONE (1) bag of BLUE Life Protection Formula™ Dry Dog Food (5lb or larger), Get $3.00 cash back ************

*$2.00 Cash Back on Clean & Clear
Buy ONE (1) CLEAN & CLEAR® product (excludes single use masks & travel/trial sizes products), Get $2.00 cash back ************

*$3.00 Cash Back on Systane
Buy ONE (1) SYSTANE® Lubricant Eye Drops, Get $3.00 cash back ************

*$3.00 Cash Back on Dove Serum Body Wash or Plant-Milk Body Wash
Buy ONE (1) Dove Serum Body Wash (18.5oz) or Plant-Milk Body Wash (17.5oz), Get $3.00 cash back ************

Based on the information above, these are the only offers that were validated for July 19, 2025. If the customer can provide the photo of the coupon for the Clear Care® Plus with HydraGlyde Contact Lens Solution, then we can absolutely review it and take action to make it right.

We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 07/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have provided, via attachments, a copy of my receipt from 7/19/25 showing the purchase of the item I was to earn $5.00 cash back on and I have provided another attachment showing a copy of the product's packaging, which includes the products UPC code and description. I only accept their response if they honor what they said they would do; that is to add the $5.00 cashback to my account if I could provide the proof of that purchase. Which I have done so.. I provided a copy of dated receipt with item and date of 7/19/25 circled and I have provided a copy of the product's packaging, showing the UPC code and description of the product!

Regards,

******* *******
Initial Complaint
Date:07/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased AirPods from Fred Meyer due to losing a pair in a move. After opening and setting up the new AirPods we found my old pair. Upon attempting to return them in the box with all accessories and paperwork I was informed that policy doesn’t allow open box Apple returns. This isn’t stated in any point during the transaction. The manager had to sift through a 1000 page binder to find an obscure policy that isn’t stated anywhere in store or online. Typically a good business would post the policy on the product in the form of a non-returnable after opened sticker, a placard near the Apple products or at the register or print it on the receipt. It’s simply a deceptive business practice when other retailers have no such issues processing Apple returns.
Business Response
Date: 07/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address this matter with the assistance of the BBB.

We’re truly sorry for the inconvenience and frustration you've encountered with your recent AirPods purchase and attempted return. We understand how disappointing it can be when a return policy isn't clearly communicated at the time of purchase.

Fred Meyer’s current return policy states that opened Apple products, including AirPods, are not eligible for refunds—only exchanges in the case of a defect. However, we acknowledge your concern that this detail wasn’t made visible or accessible during checkout, and we appreciate your feedback on how our signage and communication could be improved.

While we’re unable to override store-level policies directly, we’d like to help you further. If you're open to it, we recommend checking with the store leadership or appropriate team member who may assist more directly to see if an exception can be made based on your situation.

For more additional information, here is the link for your reference:

****************

Your insight helps us improve the customer experience, and we want to do what we can to support you.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 07/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Policy not clearly stated anywhere prior to purchase. Receipt clearly states to save it for any returns and refunds. Many other merchants have no issue returning open Apple products.

Regards,

******* ******
Initial Complaint
Date:07/20/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 4, 2025 went into my local Kroger to purchase soda that was on sale. Big Red 12 pack cans.
The sale was for buy 2, get 3 free. When I got to the location of where Big Red is supposed to be stocked, it was filled with another soda. I went to the service desk and asked for a rain check because there were no product available as advertised. The service desk employee stated on sale items they are limits. I asked for the store manager and he stated the same. I said to him that the store never received any Big Red soda at all because it's shelf space was filled with another flavor completely, not just fluffed. He just restated limited items on hand answer.
I contacted Kroger's customer service and they basically said the same. I stated that limited items on sale must be present for an advertised item in an ad. I also stated that the shelf was never stocked with Big Red in the first place. Customer service said we care about you, but we will not honor the ad.
Business Response
Date: 07/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address this matter with the assistance of the BBB.

We sincerely apologize that an advertised item was not honored at the store and rain check was not offered during your recent visit to our store. We understand how disappointing it can be when a promotional item is unavailable, and the expected accommodation isn’t provided.

We want to assure you that your concerns have already been escalated to the store leadership team for careful consideration.

We appreciate your patience and your continued loyalty to Kroger. If there's any further update or action needed, we’ll be sure to follow up.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co

Customer Answer
Date: 07/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

(PLEASE TYPE YOUR REASONS HERE)

They are just passing the complaint along and not solving the problem.

Regards,

****** ******

Business Response
Date: 07/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We’ve passed along their feedback about the item that’s repeatedly filled with another soda with no rainchecks offered to the appropriate team. They are now reviewing it to ensure our systems and practices are aligned with delivering the best possible experience and reliability for our customers.

The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Initial Complaint
Date:07/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 07/11/2025 I came at Kroger and showed my receipt at customer service desk. I asked CSR just exchange one bottle BIG K on bottle BIG K GINGER ALE bottle zero sugar. Both bottle had same price $1.25 for each. I DID NOT ask refund AND DID NOT RECEIVE REFUND. I left first bottle at customer service desk. When I came to customer service desk and asked put paid sticker on second bottle CSR asked my Kroger card. I gave her my Kroger card. She charged $1.25 for exchange bottle. I had $2 reward on my Kroger card AND OF COURSE SHE DID NOT GIVE ME RECEIPT. When I came at home I noticed $1.25 was charged from $2 reward on my Kroger card. Both bottle cost the same $1.25. I HAD ONE BOOTLE BUT PAID FOR TWO BOTTLES . RETURN $1.25 on my Kroger shopping card .

I sent email to Kroger. First they asked adiitional information. I gave all additional information. Second email from Grecely said go to store.
I will not go to this store again, wait in line. They may be not give me refund. Kroger had all my information including Kroger card number. Just make refund!

Case number ********

If I will not receive refund this problem never be sold and I will not shop at Kroger.
Business Response
Date: 07/19/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance. We're truly sorry to hear about the inconvenience and frustration this situation has caused you. We understand how upsetting it can be when expectations aren't met. We’re committed to making this right, and we truly appreciate your patience as we work toward a resolution.

After a thorough review, we want to assure you that your case has already been escalated for further evaluation.

To help ensure a prompt and accurate resolution, we kindly recommend reaching out directly to the store. The store team will be best equipped to verify transaction details and provide immediate support.

Store Details: Hi-Point SC – Store #024-00777 311 Boone Station Rd, Shelbyville, KY 40065 Phone: 502-633-1625 Date/Time of Visit: July 11, 2025, | Between 8:00–8:30 AM EDT
on.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 07/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Kroger Do Not solve my complaint. Kroger put wrong store address. I wrote review on Kroger. Kroger should pay me for my time. Gift card for $100 will be nice.

Regards,

***** ********

Business Response
Date: 07/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We do apologize for what the customer experienced from their visit last July 11, 2025. Upon carefully checking, we are unable to verify that the customer has a balance of store credit on their shopper's card ************. Also, the transaction with order number *****************************, where they got the replacement has no charges. The receipt will show that it is $0.00. This information is available when the customer goes online with their online account and under purchase history.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Customer Answer
Date: 07/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included be Kroger looked wrong receipt. Receipt from 07/11/2025 showed I was charged $1.25 I explained this in my first complaint to Kroger and sent copies of all receipt when I answered Kroger email. Look like to me Kroger refused read and understood.
On 7/23/2025 I went to Kroger and received refund $1.25.
But since I wasted my time and in your answer Kroger said: I am wrong and lied. My problem never be sold.

Regards,

***** ********
Initial Complaint
Date:07/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Kroger subscription that I recently purchased. Since I've had nothing but troubles. First, it seems suddenly many items at "not in stock" though it let me order them. Now I had my order stopped because of a credit card rejection which I could easily have corrected by updating my card with the new CCV and expiration dates. Due to extrmely poor web design, I cannot delete the card or change the information!

The online "customer service" chat along with the halfwits that operate it is useless. They have no communication skills whatsoever and I have to repeat myself over and over, even dealing with someone alleging to be a "supervisor". They were not able to do anything but waste about 45 minutes of my finte life that I will never recover.

Finally I was able to change from a different part of the website and get my order though but I can no longer do business with any company that has so little respect for its customers' time by not hiring efficient and competent people to quickly resolve issues.

I want to cancel my Boost for a full refund. If I have put up with this nonsense I can deal with Kroger's competitor who has much lower prices. I only buy from them because I thought I wouldn't have such hassles.
Business Response
Date: 07/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincere apologies for the delivery issues customer experienced. We understand how frustrating this must have been and regret that it led to the decision to cancel the Boost membership.

After reviewing the account, we noticed that the Boost membership has been in use for multiple delivery orders and is now beyond the 7-day cancellation window. As a result, we’re unable to issue a refund for the membership at this time.

However, we’ve taken action to cancel the auto-renewal for Boost membership, so they will not be charged again once the current term ends. In the meantime, they will continue to enjoy all Boost benefits until May 31, 2026.

Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Initial Complaint
Date:07/16/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kroger advertises that there boost membership is free for customers if they have a Kroger **********. I enrolled 3 different times and my card was charged the fee. Each time I spoke with customer service. I was told to switch it. They do not assist in setting up membership correctly. I would like all fees refunded to my card and to receive the membership free as advertised.
Business Response
Date: 07/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer was charged of Boost membership when they expected to get it for free as Kroger ********** holder. We are working hard to improve our services for our valued customers.

Upon verification of the customer's online account, it appears that for this year they already enrolled on June 21, 2025, on which they were not charged as a holder of the Kroger **********. On July 15, 2025, the customer enrolled again and was charged for it, this is because they already redeemed their annual membership for the year and then did it again one month later. If they leave it be, and they have an active Kroger **********, it will automatically renew for free every year. The free Boost membership is for one redemption only per year.

We are sorry but a refund will not be provided for this concern. We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 07/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I was not given the correct information when I attempted to set up my membership. I think it is very poor customer service on your part. I have been a Kroger customer for so many years. I am very disappointed with the way I was treated. I feel it is time for me to shop somewhere else.

Regards,

****** ******
Initial Complaint
Date:07/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order on the 14th and was charged 259.17 for my order. My order was delivered on the 15th. Now on the 16th I was again charged for my order. I call Kroger to let them know that I had been double charged and was advised I had to wait 24 hours and call back. My account is now negative 98 dollars and im going to be charged over draft fees for this error.
Business Response
Date: 07/17/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers regarding pf the charges for delivery order Last July 15, 2025. Upon further investigation the charges that the customer see is a preauthorization charged from their delivery order. Customer had a phone call and been advise that the preauthorization charged will be removed with in 3-5 business days. Customer also been advised that they can their bank to request to remove the pre atheization hold and provide the given preauthorization code to their bank which is ******.

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.

Business Response
Date: 08/01/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

I sincerely apologize for the pre-authorization hold, and for the inconvenience. Rest assured that I will help you. I checked the customer's account and found out that there's only one confirmed transaction worth $259.17. Please inform the customer that we would like to clarify that the other charged he seeing on his account is a pre-authorization only, and not an actual debit. This temporary hold commonly used to verify the validity of the payment method and to ensure sufficient funds are available. Kindly advise that the pre-authorization is not a completed transaction and will automatically be released by the customer's bank within 3-5 business days, depending on his bank policy. It has been coordinated as well with our Kroger Customer Relations Center, and was given an Auth Code of ******, as a proof that the other amount is only a pre-authorization hold.

Regards,

Kroger Co.
Customer Answer
Date: 08/01/2025
Better Business Bureau:

I will accept this response because my money was returned to me. However it is beyond obvious that you didn't read my response or care how I was treated when speaking to your customer service department. It is truly said how I was treated considering I did nothing wrong and have been a faithful customer.

Regards,

******** ********
Initial Complaint
Date:07/15/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted kroger on several occasions for the past month. I placed an order on June 7th for $273.91 & $95.67. I trued again on june 15th for $68.76. None ofthe orders went through. It said it was an error. However my *** card was charged. I contacted for a refund. They said it would take 2-7 business days. It's been a month.i have emailed kroger and they are NO HELP. I contacted the ***, they said they have NO record of kroger attempting a refund. They said to keep contacting kroger. Here i was charged $438.34. I'm not even asking for the FULL refund. Just some of it. Groceries are too expensive for me to lose this much. I also can show where my *** was charged and NOT REFUNDED. I keep getting told that $267.27 was refunded. But nothing. Can I ou afford to lose this much for groceries. My family sure can't. *** says this is on KROGER. I. have emails from 3 different customer service reps. I just need the amount that was promised to be refunded and I'd be happy.
Business Response
Date: 07/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

I want to sincerely apologize for the inconvenience. Upon checking the customer's account and purchases, I am unable to locate any order on June 7 and June 12. There's only one online order on the account, which was placed on June 5; however, since the order cannot be modified, the customer decided to cancel the order. Please advise the customer to reach out to our Kroger Customer Relations Center at ###-###-####, option 1, to help him locate the transaction mentioned on June 7 and 12.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB, and we look forward to serving you better in the future.

Regards,

Kroger Co.
Customer Answer
Date: 07/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

(PLEASE TYPE YOUR REASONS HERE)
I have clearly showed from the attachments that there was funds taking from my from my *** ON JUNE 7TH AND JUNE 15TH. I RECEIVED AN ERROR ON BITH ATTEMPTS. I did place an order on June 5th. However due to an ERROR on KROGERs part over the incorrect address. (They had my order as being delivered to THE STORE AND NOT MY HOME) I CANCELLED that order. My funds were returned. I attempted to place my order again on the 7th. That's when i received the error message, but the funds were taking off. If you looked at the attachments, you'd clearly see that they were taken off. Do no I fo NOT AGREE WITH THE RESPONSE. If I have to file with smalls court I will.

Regards,

**** *******

Business Response
Date: 07/17/2025
According to the last responses given to the customer, they were already advised to call Kroger Customer Relations Center. We are aware of the customer's concern, but this is already out of our service, and we don't have any tools, materials and resources to review the customer's issue. We are referring the customer to the 2 departments mentioned above because they are the only ones that has the ability to investigate and clarify problems encountered when using checks.

As advised, we would like to assist the customer on this one, but our information that involved unknown charges on customer account are limited which will be impossible for us to help the customer. Again, the customer may reach out to following departments below:

*Kroger Customer Relations Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co
Initial Complaint
Date:07/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday, July 13, at around 8:30 a.m., I was in the regular checkout line and everything was going fine until I started to pack my bags. The checkout person asked me if I really needed to put my items into grocery bags. I've had this issue off and on for the past 4-5 years where they don't want me to have bags simply because I bring my own grocery cart. What does that have to do with anything? I live in a building where I have to walk up a long flight of steps, so I refuse to carry each individual item up the steps! This company makes an obscene amount of money and they don't need to be skimping on bags and should not be treating customers like criminals for wanting their items in bags! I tried calling about this issue but the manager won't answer the phone. There's no excuse for the way your employees treat some of the customers. The employees here have serious attitude problems and the manager is useless. This store needs an overhaul with management and their employees. I'm owed an apology for the way I've been treated here off and on for years, and the employees need to be trained on how to treat customers and stop bullying some of us for their own petty reasons.
Customer Answer
Date: 07/14/2025
This was at the ***** ******* **** Kroger, **** ******** ***., Cincinnati, ** ******
Business Response
Date: 07/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Rest assured that their comments regarding their experience in the checkout lanes have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.

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