Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  3483 Towne Blvd Franklin, OH 45005

• 

  The Kroger Company

  6020 Chambersburg Rd Huber Heights, OH 45424

• 

  The Kroger Company

  2730 E Main St Springfield, OH 45503

• 

  The Kroger Company

  1125 W State Boulevard Suite 1 Fort Wayne, IN 46808-3186

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:12/07/2025

  Type:Service or Repair 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 am writing to follow up on a recurring technical issue concerning my account, which I have previously reported on two separate occasions. The specific problem involves an error message, ******, which has been preventing me from completing online orders.
  
  During my prior interactions with your support representatives, I was informed that all associated error codes had been cleared from my account. Additionally, my account details were thoroughly verified to ensure accurate system recognition. I was advised that following a 24-hour waiting period, my account would be fully operational, enabling me to place online orders without any further complications.
  
  I appreciate the prompt attention given to this matter and anticipate that these actions have successfully resolved the issue.
  
  THEY DIDNT PROVIDE A CASE NUMBER called on 11/7/25 / 11/8/25 in the afternoon

  Business Response

  Date: 12/08/2025

  
  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  We sincerely apologize to customer for the inconvenience  experienced while trying to place an order on our online platform.
  
  Upon reviewing the error message (******), we found that the transaction was declined by their financial institution due to an unknown issue with your card which prevented the order from being completed. To resolve this, we recommend contacting their card issuer to ensure there are no issues with the card or any restrictions that may prevent it from being added to an online account. Once confirmed, please try adding the payment card to your online account again. If the issue persists, we suggest using an alternative credit card as your payment method.
  
  For further assistance, customer can also reach out to our Kroger Customer Relations Center (KCRC) at ###-###-#### (option 1). Our team will be happy to help.
  Hours of Operation:
  
  Monday – Friday: 6 AM – 8 PM MST
  Saturday & Sunday: 8 AM – 4 PM MST
  
  We truly appreciate your patience and understanding, and we look forward to serving you soon.
  
  Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 12/08/2025

  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.

  
  

  
  

  Ok I will check my card so once I do placed my order is my account information is verified for the system to recognize my account to place my order I need a confirmation on that. Thanks 
  
  
  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 12/10/2025

  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.
  
  As advised from the previous response, if the customer is still receiving the error code ******, the customer will need to contact their bank as the transaction was declined by their financial institution due to an unknown issue with their card which prevented the order from being completed. We are unable to identify if the checkout process will be fine already but, for further assistance, customer can also reach out to our Kroger Customer Relations Center (KCRC) 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 thank the customer for their 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 them better in the future.
  
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 12/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ****
  

• Initial Complaint

  Date:12/05/2025

  Type:Delivery 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 am writing to express my frustration and disappointment regarding my recent Kroger delivery order. My order was never delivered because the delivery driver did not follow the delivery instructions that I clearly provided. As a result, the order was canceled without my knowledge or consent.
  
  What is especially concerning is that the cancellation was not reflected on the website or app, until I called to make a complaint. There was no notification, email, or text informing me that my order had been canceled again until Icalledto make a complaint. I only found out after contacting customer service myself. Unfortunately, the representative I spoke with was unable to provide any helpful information or resolution.
  
  This experience was extremely inconvenient and unacceptable. I rely on Kroger’s delivery service for timely and accurate fulfillment of my orders, and this situation caused unnecessary stress and delay.
  
  I kindly request the following:
  
  1. A clear explanation of why the delivery instructions were not followed.
  
  
  2. Accurate updates and notifications regarding order status moving forward.
  
  
  3. Any appropriate compensation for the inconvenience caused by this failed delivery and lack of communication.
  
  
  
  Thank you for your attention to this matter. I look forward to a prompt response and a satisfactory resolution.
  
  Sincerely,
  ********** ********

  Business Response

  Date: 12/06/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We want to extend our sincerest apologies for the inconvenience customer experienced with delivery order, which was unfortunately cancelled. We are deeply regret that we fell short of these expectations.  
  
  Upon further review of our documentation, we have confirmed that our delivery dispatch team attempted to fulfill the delivery order. However, the driver was unable to access the delivery location as specified in the instructions. Additionally, the driver attempted to contact customer by phone, but the call was routed to voicemail. We understand the inconvenience this has caused and sincerely apologize for the lack of timely communication regarding the cancellation. Customer  feedback and experience has been escalated to our internal management team for immediate review to ensure this issue is properly addressed and does not occur in the future.
  
  Additionally as a gesture of goodwill, we have added a $20 credit to your loyalty account on 12/05/2025, which you may use toward future purchases. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout. Customers can redeem their credits in-store and online when placing an order. Credits can be redeemed at any checkout (manned by a cashier or self-checkout).
  
  We are continually working to improve the experience for our customers to ensure we are serving to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.
  
  Thank you for giving us the opportunity to address this matter.  we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 12/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ********** ********
  

• Initial Complaint

  Date:12/04/2025

  Type:Product 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’m requesting an immediate full refund for my order #******************* from Dec 3, 2025. The order was never received or picked up at **** **** St, **********, VA *****. Even though I got a notification saying the order was completed and picked up, this is incorrect. I called twice and was told my items were mistakenly given to someone else and that I would receive a call and a refund. I have not received any call, email, or refund. The total charged was $42.40. This situation has been extremely frustrating and unacceptable. Please process my refund ASAP and confirm once it’s issued.

  Business Response

  Date: 12/09/2025

  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.
  
  In Kroger, we aim to resolve the issues and concerns of our customers. We are confident that this issue will be addressed promptly by Harris Teeter department. We are highly advising you to please report the issue to the proper department. Further checking the order now seems to be refunded.
  
  Harris Teeter Customer Service
  ###-###-####
  Monday-Friday 8:30am-6pm
  Saturday 10am-2pm
  Sunday Closed
  
  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: 12/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:12/02/2025

  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.

  I purchase beef from Kroger and I weigh everything. I buy the Simple truth organic grass fed ground beef 85/15 family packs of 3. I have weighed 9 separate packs and every single one of them has weighed 15oz out of the package. Listed as 1lb packs and every one of them is being shorted 1oz. I’ve called and complained and they issued some money back but that’s the equivalent of modern day theft. Charging me for a product and not providing the amount stated/listed.

  Business Response

  Date: 12/05/2025

  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 any discrepancies the customer encountered on their ground beef purchase. We appreciate the customer for bringing this to our attention which will help us to address the matter. For us to proceed any investigation, we are requesting the customer to provide the following details that will be asked below:
  
  *Date of transaction:
  *Complete store's address the items were bought:
  *Loyalty card number the transaction was recorded:
  *Did they call the Kroger Customer Connect hotline? If yes, kindly provide the case reference number
  
  We thank the customer for their 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 them better in the future.
  
  Regards,
  
  Kroger co.

• Initial Complaint

  Date:12/02/2025

  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 advertised 50% off Boost membership. Clicked and it took me to full price. Only stipulation listed “ 4 Offer valid until Tuesday December 2, 2025, at 11:59pm PT. May not be combined with Free 30 Day Trial offer or existing Boost Annual Membership. Void where taxed, prohibited or restricted by law. Must clip offer to earn discount.” Agent claims I am not eligible but this was not stated anywhere.

  Business Response

  Date: 12/03/2025

  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 so sorry to hear that the 50% discount on Boost promotion didn't apply on customer's account. We always want our customer to take advantage of all the promotion that they are eligible to. Upon checking the coupon, we can see that the reason on why the coupon did not apply on the purchase is because, the offer is available for new enrollments only. Previous customer's Boost accounts must be closed for a minimum of 1 full month prior to 11/12/2025. Customers who have previously had Boost memberships but have been closed for at least 1 full month prior to 11/12/2025 will be eligible.
  
  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. Rest assured that their comments 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. 
  
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:11/29/2025

  Type:Facilities 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 went inside of your Kroger at *** ** ******** St ********, VA *****. There was a man inside of the bathroom with a green vest on the time was 11/29/25 around 11:49-12pm. I left out and he came out instantly. When I went into the restroom it was dirty the floors had not been mopped the toilets were dirty one of the toilets was backed up, the sinks were dirty and the soap container does not have a front face to it and the trash can was in the middle of the restroom floor. There was no cleaning products in sight. and Inam sure if you look at the cameras you will see he did not enter with any cleaning products either. Everytime I visit this location if I have to use the restroom it is always nasty and filthy. I am going to start taking videos so you can see. Also on your store cameras you will see me ask an associate for a store manager to make them aware and she said to go and ask two other employees I went to ask those
  Employees and they said a store manager was not available and when I mentioned to the dark skin short woman about the incident in the bathroom she said “baby it’s only our job to make sure we got paper towels and tissue in those bathrooms”.

  Business Response

  Date: 11/29/2025

  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 sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We appreciate the customer for bringing this to our attention and so proper communication has been done to the Upper Management to address the matter. Although the issue has been shared, we are unable to provide a definite timeframe on when the issue will be resolved as we are only work as a bridge to the appropriate departments who will address the matter.
  
  Again, we thank the customer for the time they made to let us know how we can improve our services to provide good service to our customers.
  
  Regards,
  
  Kroger Co.
  
  

  Business Response

  Date: 12/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience this may have caused. Your patience and understanding are greatly appreciated as we work diligently to ensure that this issue is properly addresses. The health, safety, and overall well-being of our customers are of paramount importance to us, and we recognize that we have not met the standards you rightfully expect.
   
  Please be assured that customer concerns have been escalated to our division’s internal management team for immediate and thorough investigation and addressed properly and in a timely manner. We have also noted customer request for a callback and are currently waiting for their response. We will provide customer with an update as soon as we receive further information from the division manager.
   
  We are continuously reviewing and enhancing our operational practices to ensure that we uphold the highest standards of cleanliness and customer service. Your feedback is invaluable in helping us identify areas for improvement and reinforce our commitment to excellence.
   
  Once again, we offer our deepest apologies and appreciate your patience and understanding as we work diligently to rectify this issue.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 12/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:11/28/2025

  Type:Product 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.

  My gift card had $72 left on it now it shows $33 please help
  gift card number* ********** *** *** ***

  Business Response

  Date: 11/30/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for the confusion regarding gift card balance. We understand that customer previously had a remaining balance of $72, and it now reflects $33, which is understandably concerning.
  
  We highly recommend to directly contact the Kroger Customer Relations Center (KCRC) directly at ###-###-#### (option 1). They are the dedicated payment team and will be able to provide the necessary support in gift card concerns.
  
  Hours of Operation:
  Monday – Friday: 6:00 AM – 8:00 PM MST
  Saturday & Sunday: 8:00 AM – 4:00 PM MST
  
  Thank you for cooperation and understanding. We are here to assist you in any way we can. 
  
  Regards,
  Kroger

  Customer Answer

  Date: 11/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Saying i need to call anumber to get help 
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:11/27/2025

  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.

  To whom this may concern
  I went shopping today on 11/27/25 at this particular Kroger location around 1:30p. To only get disappointed and wasn't able to complete my shopping trip due to running into an issue at self checkout. Where I was unable to get a coupon scanned. I asked for assistance and an employee refused to help me. At that point I decided not to purchase the much needed items totaling 125.00

  Business Response

  Date: 11/29/2025

  
  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for the inconvenience customer experienced while trying to scan coupon at our self-checkout.
  
  Please rest assured that we have forwarded  feedback and experience to our internal management team. They will review the self-checkout systems to ensure best practices are in place so that all programs function correctly for our customers. We are committed to addressing this issue promptly and improving our processes to serve our customers better. 
  
  To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout. Customers can redeem their credits in-store and online when placing an order. Credits can be redeemed at any checkout (manned by a cashier or self-checkout).
  
  Thank you for your understanding and patience in this matter. Customers feedback is invaluable to us and we look forward to serving you better in the future.
  
  Regards,
  Kroger

• Initial Complaint

  Date:11/27/2025

  Type:Product 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.

  After opening a recently purchased bag of pre washed Kale, Kroger brand, from Kroger. We found a cricket inside the bag.

  Business Response

  Date: 11/28/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize to customer for the foreign object found in the bag of Kroger Kale, that was purchased in store. We understand the importance of receiving safe, fresh, and high-quality products, and we deeply regret that this item did not meet expectations.
  
  Customer satisfaction is our top priority, and we are committed to providing a positive shopping experience. Please rest assured that feedback and experience has been forwarded to our Product and internal management team for immediate review and corrective action. We are taking this matter seriously and implementing measures to ensure this does not happen again.
  
  We truly value your trust and appreciate your understanding. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.
  
  Regards,
  Kroger

  Customer Answer

  Date: 11/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:11/26/2025

  Type:Customer Service 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 placed an order online to be picked up between 4p-5p. I received a voicemail message at 10:23am and 2:06pm from a woman at Kroger saying that my order would not be ready until 7p. I drove 25 mins to the store to be told that my order was out of stock. I asked to speak to a manager. A young man named K*** came out and told me that he didn’t know my items were out of stock b/c he has been busy all night. I told him that the two messages that were left should have advised that my items were out of stock so that I would not have driven 25 mins to have my time wasted. I asked him what he was going to do for my inconvenience. He said there was nothing he could do besides cancel my order. I asked to speak to a store manager. J**** then came out to me and said that I had to call a number b/c they can no longer compensate customers. I want to file a formal complaint and be compensated for my inconvenience. If what I ordered wasn’t going to be available, I could have gotten it from somewhere else before the holiday. This info could have been left on my voicemail the two times someone from the store called so I could have made other arrangements. I needed this for a holiday party and now am unable to complete my commitment.

  Business Response

  Date: 12/01/2025

  
  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincere apologies for the order that got cancelled due to items was out of stock. We understand that customer time is valuable, and we deeply regret that this situation caused you unnecessary effort and disappointment.
  
  Upon review, we found that the items were unexpectedly out of stock at the time of packing. We understand that this oversight may have disrupted customer experience with us, that situation was never intentional and we deeply regret any frustration it may have caused. 
  
  Please also know that our website and mobile app do not always reflect the current stock available in individual stores. If an item appears online, it does not guarantee that the store has the item in stock. While we strive to maintain accurate inventory counts, certain items may become unavailable due to fluctuating stock levels. There are several factors that can impact availability, including transportation delays and supplier or manufacturer shortages. We do our best to fulfill every order, and in the event that an item cannot be fulfilled or substituted, please be assured that you will not be charged for that item.
  
  To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout. Customers can redeem their credits in-store and online when placing an order. Credits can be redeemed at any checkout (manned by a cashier or self-checkout).
  
  Rest assured your feedback and experience has been forwarded to internal management team for immediate review and  properly address. We are committed to addressing this issue internally to ensure we are serving you to the best of our ability.  Customers feedback is invaluable to us, and we will use it to improve our services. 
  
  We are also working to ensure better inventory management so that similar issues don’t arise again in the future. Thank you for your understanding and patience. We truly value your trust in us and look forward to serving you better in the future.
  
  Regards,
  Kroger