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

1,626 total complaints in the last 3 years.
545 complaints closed in the last 12 months.

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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:08/25/2025
Type:Sales and Advertising 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.
Item out of stock and in closeout. They never had the product when I looked for it anyway,
Business Response
Date: 08/25/2025
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 regarding of the out-of-stock items on the store this is certainly not what we wanted for our valued customers. For us to properly escalated the issue to the relative department, may we request to the customer to provide the following information.

1. Item/s that is out of stock
2. Store location
3. Date and time of incident

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.

Customer Answer
Date: 08/25/2025
Better Business Bureau:

1. Item/s that is out of stock Blue Bunny ice cream - I had to go to *******

2. Store location ****** **** ******* ***** *************

3. Date and time of incident Multiple times over a week or so.

Regards,

**** ******

Business Response
Date: 08/27/2025
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 item the customer wants is not available on their local pharmacy or on their location. We are working hard to provide good service to our customer. We appreciate that the customer is shopping with us and requesting for an item to be available in our stores.

If a product is not available, the customer may request/suggest that we carry a shelf stable product on our Vitacost site by visiting www.vitacost.com/product-request.

Our goal is to bring our customers the best quality products at the best price. To do this, we have to manage our store space well. Each of our brand products must “stand on its own,” meaning it must pay its own way. Each product passes certain criteria to earn its way onto our shelves – including a rigorous tasting panel. It takes a lot of effort and time to discontinue a product, so we don’t do so without good cause. This is why we may only discontinue a product at the store level instead of nationally.

We are unable to ensure to have an item to be in-stock in the store as it depends on the needs, supply and demand of their inventory.

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: 08/27/2025
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:08/23/2025
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’m a Kroger Boost member, and my upcoming order for August 20, 2025 was a complete disaster. EVERY SINGLE FROZEN ITEM—16 IN TOTAL—WAS MARKED UNAVAILABLE, and not one substitution was offered. These were all common brands.

Adding to the confusion, I was notified the night before delivery—which has never happened in any of my past orders. I usually receive out of stock notifications a few hours before delivery in the morning. This change in timing, paired with the total failure to fulfill or substitute ANY frozen items, suggests a serious breakdown in the system. Maybe the frozen section broke down, I don't know.
I called customer service, and the representative had to contact the warehouse. The only thing I was told is that there was “no explanation” for what happened, and that if I picked substitutions, they would’ve tried to fulfill them. But I DID CHOOSE SUBSTITUTIONS, and the app still showed 0 FULFILLED. That’s not acceptable.
I canceled the $175 order because I no longer trust the fulfillment process. I’m frustrated and disappointed. This doesn’t feel like a normal out-of-stock situation—it feels like a system failure.
Boost members deserve better.

I sent a message using Kroger's contact form asking Kroger to escalate this matter to a manager to explain to me exactly what happened that would cause all 16 of my frozen items from a variety of brands to be out of stock. The answer I received was: "..., this is an automated message asking if you still require assistance on this matter." That answer in and of itself is a problem.
Business Response
Date: 08/25/2025
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 regarding of out-of-stock item for frozen product and offer a substitution, this is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

For the inconvenience I already added $30 credit on customer account. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit". For Instacart delivery for you to use the store credit please make sure that you will advise directly the shopper that you want to use your store credit.

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.

Customer Answer
Date: 08/25/2025
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. Thank you.

Regards,

******* ********
Initial Complaint
Date:08/23/2025
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.
Yes, on August 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 still have not received the $18.00 cash back I earned for my purchases made on August 19, 2025. The following are the items purchased, and respective cash back earned:

Dove Men + Care item @ $3.00
Arm & Hammer Toothpaste @ $2.00
Rana Raviola Pasta @ $1.00
STEM Insect Trap Starter Kit @ $5.00
(2) Axe Deoderants @ $7.00

The total cash back earned, as you can see from above, is $18.00 and I am requesting that the missing $18.00 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 on this issue already with no response as of yet. Also, I have included a copy of my cash register receipt with the date and respective items I earned cash back on and have listed above. Thank You
Business Response
Date: 08/25/2025
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 regarding of not receiving cashback and that is certainly not what we wanted for our valued customers. Upon checking customer had the transaction last August 19, 2025, and reported the issue through Better Business Bureau last August 25, 2025. The cash back is usually can take up to 7 days before redeemed offers (qualified purchases) are available to cash out. We recommend customer to check again the cashback on their account.

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.

Customer Answer
Date: 08/26/2025
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.

Per Kroger's pitiful excuse for not honoring their commitment; I have done as they have said and checked my cash back account today (exactly the 7 days they alluded to in their response and it still shows $00.00). This is typical of Kroger's continued efforts to steal from its loyal consumers - by giving some response to the local BBB they know will be closed and they will not have to follow-up on and honor! I will be making another formal complaint to ****** Attorney General and the Federal Trade Commission for Deceptive Business Practices; my understanding is a few more complaints will automatically put this company on the list for investigation by initiating CID- Civil Investigation Demands! So, Kroger go on and keep ripping off your consumers and the manufacturers who reimburse you for the Cash Back you say you provide; your time is coming not only for this but your DEI policies; which I have also turned you in under Trump's anonymous reporting program to go after Large companies who have those policies still advertised~!

Regards,

******* *******
Initial Complaint
Date:08/16/2025
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 call on 8-15-25 about my account place an order I received error code 9547 and that my account need to be manually verified so I can be able to place my order the account need to be manually checked and clear of errors the agent I spoke with told me everything was clear and verified be I was still having issues placing my order I ask for a case number the agent didn’t provide it to me and hang up in my face which I find that very rude my loyalty number ************
Business Response
Date: 08/17/2025
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 is having difficulties placing an online order. We are working hard to improve our services for our customers. We are unable to verify any recorded cases that is related with them not being able to place an online order based on the details they attached in their concern in the BBB platform.

If they are encountering the same error code, for better assistance, they need to reach out directly to our Kroger Customer Relations Center via phone 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. They are the only department that can handle issues related to the error code mentioned.

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: 08/19/2025
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 contacted Kroger the number I was given they tell me everything on my account will be cleared of any errors code but still have no one to resolve this matter but it still unsolved and no one from the management even try to contact me on this matter if they was very concerned about my issue on this

Regards,

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

Business Response
Date: 08/20/2025
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 understand the customer's frustration on this matter. We are working hard to improve our services for our valued customers. As advised from the previous responses, this is something beyond our service area and we have limited to no information to assist the customer in this issue. Also, we have not seen any recorded cases that customer contacted our Kroger Customer Relations Center after they filed the complaint through the BBB portal.

As much we want this to be resolved, we do not have the right resources and tools to fix the issue. We highly suggest contacting directly the mentioned department above via phone at 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 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.
Initial Complaint
Date:08/15/2025
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.
July 6 2025 i spent 188 dollars and it was my first order ever with kroger delivery and it was taken to wrong place and i have a email saying my refund was processed but it isnt. Kroger needs to make good on what their worker promised me.
Business Response
Date: 08/16/2025
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.

We are sorry that the customer did not receive most of the items from their order *******************. We are working hard to provide good service to our customers. After carefully checking all the recorded cases for the customer, on July 07, 2025, they initially reported the missing items from the order, which a refund request was submitted.

After verification of our refund team, they found the package weights are consistent with the carrier tracking/delivery statistics. While we appreciate the customer's business, at this time we will no longer approve these refund requests. As such, we request that they only shop in store. They will no longer be able to place online orders or receive refunds for online orders as per our Refund team. Any issues with their future in-store purchases should be reviewed with the in-store team.

On July 19, 2025, they contacted through chat, where they were advised the mentioned result of the review on their refund. All refunds are subject for approval and not guaranteed until review is done.

Regards,

Kroger Co.
Initial Complaint
Date:08/13/2025
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.
On 8/13/25, I contacted Kroger Customer Service after discovering that my Kroger Plus account had somehow merged with someone else's account. Customer Service was able to unlink my account and restore it. However, every single coupon that was unused and originally clipped to my account has disappeared altogether. This includes my Best Customer Exclusive, Savings For You coupons, as well as coupons for Free items. I've used the Kroger App, as well as the website on a computer, and every single clipped coupon is gone from my account with no way to re-clip them. I've contacted Customer Service again about the missing coupons on my account, and they have been completely unhelpful. When my account was unlinked, the digital coupons should have been restored as well. I have screenshots of the unused Freebies and Best Customer coupons that are supposed to be clipped to my account. What can be done to correct this situation?
Business Response
Date: 08/15/2025

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 about Best Customer Coupons on their account. We understand how important these offers and we deeply regret the error.

To assist us in resolving this matter promptly, we kindly request to our customer additional information such as: coupon description and values. This information will help us check our system and taking appropriate action to address this issue.

Thank you for patience and understanding. We look forward to receiving response from our customer at their earliest convenience

Regards,
Kroger
Customer Answer
Date: 08/15/2025
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:08/12/2025
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 Sunday 8/3, I placed a pickup order from Dillons on **** in **** ** in the amount of $142.72. They placed the pre-authorization charge in the same amount on my card, & we picked up, without incident. On Mon 8/4 at 4:56 pm, I received a notification that I spent $142.72 at Dillons. When I looked, there was a whole new charge for that amount that immediately settled, IN ADDITION TO the still pending charge. I called the store. I was told it was a “computer glitch” by the delivery manager & was given the Kroger help line. They told me my financial institution had to release the pending charge. My financial institution said the same of Dillons (I’m having to deal with them as well, but Dillons committed the initial theft). Kroger keeps copy/pasting emails to me saying “sorry for the inconvenience. You don’t understand pre authorization. Wait 3-5 days.” Today is day 9. I feel they should refund the money they stole (the charge that came through a day later & immediately cleared) & THEY can wait for their pending charge to clear. I called the Dillons store on Sat 8/9 & spoke to a manager. Her response was “That’s awful! That keeps happening & we don’t know why, but people keep calling with the same problem! All we can do it give you the Kroger help line.” So Dillons is habitually stealing from their customers with zero consequences.
Business Response
Date: 08/14/2025
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 $$142.72. 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.

Upon further checking customer also response to one of the email that the pre-authorization charged was been release already from their bank last August 13, 2025. We do apologize for the inconvenience that customer had for the issue .

Regards,

Kroger Co.
Customer Answer
Date: 08/14/2025
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.

Ironically, approximately 24 hrs after making my complaint, the preauthorization was dropped & my funds were returned to me. So, yes, as far as receiving my money back, I am satisfied. HOWEVER, Kroger’s response here is just another perfect example of their gaslighting lies. The first charge (the “preauthorization” that holds my money just like a regular charge) was pending for 10 days. That should have been Kroger’s problem. NOT mine & it did NOT justify them stealing ANOTHER $142.72 the following day AFTER my purchase. The amount that they stole instantly settled. I was told from the beginning that it was a computer glitch. I was also told by a manager that “we’ve had a lot of phone calls about this happening to people & all we can do is give you the Kroger help number.” All Kroger told me to do was to have my bank drop the pending charge. So Kroger claims they can put a hold on your money, but can’t release it. There were so many lies, sidesteps, backpeddling, & passing the buck that my head was spinning after 10 days. But the bottom line is, they stole $142.72 from me, and refused to help me. It took them 10 days & a BBB complaint to return my money. And they’re still trying to lie & gaslight. I’m still receiving copy/paste emails claiming that they’re sorry for this inconvenience, but I don’t understand how preauthorizations work & I have to wait 3-5 days. There is no communication, horrible training, and worst of all, they are dishonest & have no regard for their customers. The only decent & honest interaction I had with Dillons was from the young man who brought our pick up order to us & also spoke to me first when I called the next day. His manager, all the way to the Store manager, to Kroger & their financial department lied over & over to cover their theft and make me look stupid in order to make themselves look in control & ethical. This needs to be public. Thankfully, this didn’t hurt my family financially, but to a single mother, or any family who lives paycheck to paycheck, this could have caused a lot of harm & terrible stress, at the very least. Kroger needs to be accountable to the people they are stealing from.
While I’m not seeking any more payment since my money was finally released, I hope this will remain public as a warning AND as a papertrail, since they continue to steal from their pickup/delivery customers.

Regards,

***** ************
Initial Complaint
Date:08/10/2025
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.
The customer service was rude and didn’t try to help with my online order I was told it would work but I was still getting error messages on verifiy my account so I can place my order it been over 24-48 hour
Customer Answer
Date: 08/11/2025
Happen 8-8-25 10:00am
Business Response
Date: 08/11/2025
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 that the customer encounter with one of our customer service ambassadors and that is certainly not what we wanted for our valued customers. We need some information for us to properly escalated the ambassador for being rude to our customer. May we request the customer to provide the phone number they used when they had the call, Name of the ambassador they speak with and the case number that has been provided on the call last August 8, 2025? Rest assured once we had this information the issue will be escalated to the right department that handle ambassador complaint.

Regarding of the issue that the customer cannot place an online order on their digital account, after further checking the transaction was declined by the customer's financial institution for an unknown reason. We recommend customer to use another credit or debit card or contact their bank for help.

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: 08/11/2025
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.

They didn’t give me a case number and told me I was able to place my order which I tried and the error message was to have my account verified manually and the agent didn’t do what supposed be done for me to place my order with the error my loyalty ************

Regards,

**** *****

Business Response
Date: 08/14/2025
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 had difficulties placing an order. We are working hard to provide good service to our customers. Upon checking, the blocks were already removed form the customer yesterday and we can see that the customer was able to place an order for pickup on August 13, 2025 at 03:49 pm CDT.

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.
Initial Complaint
Date:08/10/2025
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 was charged 2 times for my grocery order and they refused to refund my money. Causing financial hardship. They told me to wait 3-5 days when they could clearly see I was charged 2 times for my order.
Business Response
Date: 08/11/2025
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 It will address accordingly. After checking on the customer's transaction with order number ******************* we found out that there's only one confirmed transaction worth $141.22. Please inform the customer that the other charged he seeing on his account amounting to $133.75 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.

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:08/09/2025
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.
Stores in our area are carrying mostly variable loaded gift cards which are not eligible for fuel points. There are very few dollar value cards available in order to receive Kroger fuel points. There are almost no restaurant gift cards available that are NOT variable loaded and almost every time you offer a special 4x fuel gift card they are almost never available. I have spoken to the Manager at our local store about this issue and was informed that it’s a 3rd party company putting out the cards and I would have to contact corporate. Sent them an email and have heard nothing. The problem is getting worse and we are probably up to about 90% of the gift cards being put out being variable cards.
Business Response
Date: 08/10/2025
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 value you for reaching out and sharing your concerns regarding the availability of fixed-value gift cards and their eligibility for fuel points. We truly appreciate your feedback and the time you've taken to speak with your local store manager and contact us directly.

We understand how frustrating it must be to consistently find variable-load gift cards that don’t qualify for fuel point promotions—especially when you're trying to take advantage of offers like 4x Fuel Points. It's disappointing when a promotion feels out of reach, and we're genuinely sorry for the inconvenience this has caused.

While we can’t guarantee immediate changes, we want you to know your voice has been heard. We’re committed to making your shopping experience better and more rewarding, and we’ll continue working with our partners to ensure our promotions are accessible and meaningful to our customers.

Rest assured that your comments have been forwarded to our internal management teams for careful consideration. 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: 08/11/2025
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. I will give them time to make the corrections they said they would look into, If changes are not forthcoming in the near future, I will file an additional complaint on this matter again!

Regards,

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

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The Kroger Company is NOT a BBB Accredited Business.