ComplaintsforThe Kroger Company

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February of 2024 I purchased a Pets Pride product at my local Kroger's grocery store. The product offered a money back guarantee should the consumer not be satisfied for any reason on the package. Unfortunately, my dog had issues with this product so I contacted Kroger via a formal letter explaining my dis-satisfaction and a request for a refund, per the advertisement on the packaging. Additionally, I provided my original receipt showing the price I paid for the product and I provided the original packaging which had the UPC code and Lot information. As of today, I still have not heard from them regarding this issue or received the promised refund. I am fairly certain they received my request as I noticed they have added me to their e-mail mailing list and that only happened as I requested to be added to that list through the correspondence regarding the satisfaction guaranteed request. Again, at the beginning of April 2024 I sent a second request and still have not heard from the company! I have attached a copy of my initial correspondence request, a copy of my original receipt and a copy of the product packaging which shows the UPC code and Lot information regarding the specific product I purchased. I am requesting the promised refund of $19.99 per their satisfaction guarantee package label.

  Business response

  04/28/2024

  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 sincerest apologies about the technical issues you were experiencing.
  
  Rest assured that their 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. If the customer has contacted us, we may request for them to provide a case reference number so that we can review further. We welcome their feedback because our customers are essential to our business.
  
  Regards,
  
  
  Kroger Co.

  Customer response

  04/30/2024

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother purchased some groceries from food for less using the delivery option under the email ***********************. one of the items was a "Kroger" brand 10- pack of "100% whole wheat tortillas, soft taco size" the tortilla was the only food that I ate that day and upon congestion, I felt my nose get really stuffy, the back of my bronchial tube swell up and experienced wheezing. I believe that the manufacturing of the tortillas contained some kind of toxic such as possible rat poison that caused this kind of reaction. The breathing problem got better 3-4 days later. (Used "Food 4 Less Delivery)

  Business response

  04/26/2024

  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 sincerest apologies you had experience. Your health and safety are of utmost importance to us. We take all reports of adverse reactions very seriously and we are committed to ensuring the quality and safety of our products. Rest assured concern have been shared to our Product Escalation Team to properly address the matter. Customer's feedback is invaluable to us and we will use it to improve our processes and prevent such incidents in the future.
  
  We appreciate the understanding and the opportunity to address this matter promptly. Thank you for bringing this to our attention, and we look forward to the chance to make amends and  to serve  better in the future.
  
  Regards,
  Kroger Co.

  Customer response

  04/26/2024

  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

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order Number: ******************* Complaint Reference: ********. I ordered groceries through the Kroger mobile app on 4/15/24. At the time of my order, the cost I agreed to pay ($122.14) included discounted pricing on multiple items through Kroger sale pricing and coupons. When my groceries were delivered on 4/17/24, I received a higher receipt total ($136.25), and 5 of the original items I ordered were not included due to being out of stock. They overcharged me and did not honor the pricing and coupons that were included at time of my purchase. This is classic bait and switch, which Kroger does routinely hoping the customers will not notice or complaint about. It's bad enough that Kroger overcharged me and did not honor the prices that were confirmed during check out. But I had to spend my time going over my receipt line by line to calculate the total of $31.61 that was overbilled. Then, I contacted them via chat to ask them to correct the error, and the representative told me to send an email. I sent the email with a detailed accounting of their over billing errors, and received no response or acknowledgement for over 24 hours. So I sent another email asking for immediate action, and still no response or acknowledgement of any kind. At a minimum, I want a refund of the $31.61 they overcharged me. Kroger also needs to address their policy and order system that allows them to routinely steal from customers like this. I should not have to spend my valuable time reviewing my receipt to calculate the amount of theft, begging someone to correct it multiple times, and get zero response, so I must report them to the BBB to get to some sort of recognition! This is completely ridiculous, especially when the cost of groceries is so high many families are unable to afford them. Shame on you Kroger!

  Business response

  04/26/2024

  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 any confusion or concern caused by this charge.
  
  Upon checking on the related case regarding on this issue. We already added $45.00 credit on the customer account that they can use on their next purchase. We added credit on the customer account since we can't process a refund go back on the original payment card.
  
  Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For delivery, please put a note on the special instructions box so that our shoppers will be notified. For pick up the credit will deduct during the checkout process of your online order. And for Kroger Delivery, the credit will deduct once the order has been complete.
  
  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 response

  04/28/2024

  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 confirmed today the credit was on my shopper's card. I still want Kroger to look into their system that allows the overbilling to happen, but I understand that is something that could take some time. If it happens again, there will be a ****** opening near me soon.

  Regards,
  
  ***** ****
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had scheduled a delivery order for today for 6 AM to 7 AM. I only chose this time because there were limited options available. It is now 8 AM and my order is still not here so I had to get up at 6 AM for absolutely no reason. I am being told that my order is being delayed for at least 6 to 7 hours, but can’t be given an exact time of when it will be here. This is absolutely ridiculous. I have other things that I have to do today. And now I have no idea my food is going to be sitting on my front porch going bad while I’m not home. I paid for my delivery to be here between 6 AM and 7 AM and that’s what time it should be here. There is absolutely no excuse for this and then to not be able to provide an updated time. What kind of customer service is that? Kroger really does not care about their customers.

  Business response

  04/24/2024

  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 sincerest apologies for the technical issues you were experiencing.
  
  Upon further review, your order was already marked as delivered and completed on April 19, 2024, at 11:05 AM EDT. As for this issue, a delay communication was sent out on that day, wherein it occurred due to unforeseen circumstances. We do apologize for the inconvenience caused by this issue.
  
  Additionally, your feedback has been properly documented and has 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 response

  04/24/2024

  well, I would hope that the order has been delivered by now. I’m not saying that I never received the order. I’m saying that it’s absolutely ridiculous that my order was late arriving when I had to pay for a delivery fee and then for them to not even be able to provide me a time that it would be delivered was ridiculous. I wasted half of my day sitting around waiting on this order because I had no idea when it was going to arrive and I had frozen and cold items that needed to be put away. The only communication I received was that there was a delay. That’s not very good communication. I should not have to pay for a delivery fee if the delivery is not going to be here on time.

  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.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did an online order pick up on 04/04/2024 and was double charged $228.18 and as of today 04/18/2024. I still have not received my refund and now being told it can take up to 30 days for my refund. It has been an issue for 2 weeks and is taking so much I am unable to provide food for my family due to this and yet no one seems to knows how to help me at all. I’m beyond frustrated. This isn’t a few bucks this is over two hundred dollars here. I have all proof I have contacted them since then and still ongoing please help me!

  Business response

  04/23/2024

  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 sincerest apologies about the technical issues you were experiencing.
  
  In regards with this we need more information for us to assist. Please help me with the following:
  
  *Loyalty Card number
  *Order number
  *Date and time of the transaction.
  
  Rest assured that their 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. We welcome their feedback because our customers are essential to our business.
  
  
  Regards,
  Kroger Co.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Every week for 2 years I shop at Kroger on ***** *** in ******** ** every week I get rotten roof opened butter laundry detergent that has been filled with water rotten mayonnaise rotten fruit bread boneless skinless chicken breast with lots of bones at least 20.00 bucks a week but the chicken kills Mr 45.00 I don’t have a car so I do pickup when I can get someone to take me

  Business response

  04/23/2024

  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 sincerest apologies for your experience.
  
  I am genuinely sorry to hear about the customer's experience at one of our store locations. We have coordinated this matter to the direct person in charge and we are kindly asking ample time to review this.  We anticipate that this 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 truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.
   
  Regards,
  Kroger Co.
  
  

  Customer response

  04/23/2024

  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.
  
  Regards,
  
  **** ******
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to the location at 48 ********** place in Jackson TN. At self checkout my ice cream wasn’t ringing correctly, missing $1 off. I asked **** regarding it who had an attitude as if I was bothering her asking for assistance. She rudely said well u have to go to customer service then. I asked why bc things in the past that didn’t ring up correctly was easily fixed. I asked for a manager and she walked away helping others and never called for one. She went over whispering to other co workers standing around , using homophobic slurs. No manager ever came over to speak with. Considering contact to local news regarding this hate crime.

  Business response

  04/21/2024

  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 sincerest apologies for your experience. . Your satisfaction is important to us, and we are committed to providing high-quality service at all times.
  
  In order for us to address the issue effectively and make necessary improvements, we kindly request more information during your interaction with our service team. Understanding the details of your experience will help us identify the root cause and take appropriate actions to prevent similar incidents in the future. Please feel free to provide any additional information, such as the date and time of the incident/transaction, loyalty card number or alternate ID number, Your insights are invaluable to us, and we are committed to resolving this matter to your satisfaction.
  
  We appreciate your cooperation and thank you for bringing this to our attention. We look forward to hearing from you soon.
  
  Regards,
  Kroger Co.

  Customer response

  04/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  the business has not reached out to me at all.
  Regards,
  **** ****** ***
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a store credit from Kroger on April 8,2024 and I placed a order on April 9,2024 which the store credit should have been applied to but it was not I contacted Kroger and I let them no and was told the store credit was on my account for me to use but it is not their.

  Customer response

  04/19/2024

  ******** case number 
  This is a response I received from Kroger 
  
  
  I don't know what the issue is I made a complaint and was issued the store credit for that it had nothing to do with a refund and if you had read the first email that was sent to me from a miss ***** you would no that.AND I AM ALSO ATTACHING THE ORIGINAL EMAIL AND I WILL BE SUBMITTING IT TO THE BBB OFFICE AS WELL.
  
  Reference: ********
  
  Your Comments: Delivery order issue My order was supposed to be delivered april 2,2024 Between 136and 230pm never showed up called Kroger 1800number was told that the order was rescheduled I never received any information informing me that my order was going to be Rescheduling anything are if it would be okay for them to reschedule it I pay to have my order delivered so I can choose the time not so someone else can go in a select a time they want to bring me my order.
  
  Hello J********
  
   
  
  My name is ******** and I'm with the Kroger Customer Advocacy Group on behalf of the Executive Offices. I'm following up with you regarding your Kroger Account and the missing $30 credit that you've inquired about to our teams.
  
   
  
  I'm reaching out to inform you that our fraud team did a thorough investigation of your account and found a high amount of refunds and credits from online orders, which have resulted in the account being blocked from placing any future online orders with us.
  
   
  
  Once our fraud team has placed a block on the accounts, you're no longer eligible to place online orders with us or receive credits. Once the block is in place, we cannot reverse or remove it. You're welcome to shop with us in-store. If you have any purchase concerns from your in-store purchases, please speak with the store team for assistance.
  
   
  
  We have documented this information for our records per case *********
  
   
  
  Thank you,
  
   
  
  *******
  Customer Advocacy Group | The Kroger Co.
  
  Phone: **************
  
  Signature-small
  
    
  
  This is my order receipt from April 9,2024 as you can see below the store credit was not added to my purchase when I checked out. I would like my refund for this order.
  
   
  
  
  Hello J********
  
  Thanks for reaching out. I'm *****.
  
  I'm sorry about the bad experience regarding your delivery order because the delivery date was reschedule. I am sorry that sometimes it happen if there's no shopper's available who will process orders. This certainly isn’t the experience we want for our customers. We want your experience to be easy and convenient. 
  
  For inconvenience, I’ve added a $20 credit to your loyalty account which will redeem on your next grocery purchase. For the inconvenience, I am more than happy to inform that I have added a $30.00 credit that you can use real time on your next grocery purchase. The credit can be used quite easily. Just let our staff know that you have a credit to apply on your purchase when checking out for in-store and pick-up purchases when you present your loyalty card or ALT ID for in-store and pick-up purchases. Additionally, for Instacart deliveries, simply add any special instructions, and the shoppers will follow them. When the order is finished, store credits will immediately be used for any other delivery orders. You will be given the option to apply the credit if you choose self-checkout. Simply click Apply Credit and enter the number of credits you wish to apply to your purchase. I'll tell you up front that I expect you weren't able to see these store credits on your account It will show as store coupon on your receipt once it was completed. This credit will not apply to purchases of alcohol, tobacco, lottery, gift card and fuel.  We want you to have a great experience with us, and we hope to see you again soon. 
  
  
  
  If you have any additional questions or concerns, please reply to this email and refer to case number ********. We appreciate you choosing to shop with us and are always happy to help. 
  
  
  Sincerely,
  
  *****
  Kroger Customer Connect
  The Kroger Family of Stores
  
  
  
  In order for Kroger Customer Connect to respond to your reply as soon as possible, it is important that the subject line of this email not be changed. Changing the subject line of this email may result in a delayed response.
  
  Reference: ********
  
  Your Comments: Delivery order issue My order was supposed to be deliveredapril2,2024 Between 136and 230pm never showed up called Kroger 1800number was told that the order was rescheduled I never received any information informing me that my order was going to be Rescheduling anything are if it would be okay for them to reschedule it I pay to have my order delivered so I can choose the time not so someone else can go in a select a time they want to bring me my order.
  
  
  

  
  

  Customer response

  04/19/2024

  ******** case number 
  This is a response I received from Kroger 
  
  
  I don't know what the issue is I made a complaint and was issued the store credit for that it had nothing to do with a refund and if you had read the first email that was sent to me from a miss ***** you would no that.AND I AM ALSO ATTACHING THE ORIGINAL EMAIL AND I WILL BE SUBMITTING IT TO THE BBB OFFICE AS WELL.
  
  Reference: ********
  
  Your Comments: Delivery order issue My order was supposed to be delivered april 2,2024 Between 136and 230pm never showed up called Kroger 1800number was told that the order was rescheduled I never received any information informing me that my order was going to be Rescheduling anything are if it would be okay for them to reschedule it I pay to have my order delivered so I can choose the time not so someone else can go in a select a time they want to bring me my order.
  
  Hello ********,
  
   
  
  My name is ******** and I'm with the Kroger Customer Advocacy Group on behalf of the Executive Offices. I'm following up with you regarding your Kroger Account and the missing $30 credit that you've inquired about to our teams.
  
   
  
  I'm reaching out to inform you that our fraud team did a thorough investigation of your account and found a high amount of refunds and credits from online orders, which have resulted in the account being blocked from placing any future online orders with us.
  
   
  
  Once our fraud team has placed a block on the accounts, you're no longer eligible to place online orders with us or receive credits. Once the block is in place, we cannot reverse or remove it. You're welcome to shop with us in-store. If you have any purchase concerns from your in-store purchases, please speak with the store team for assistance.
  
   
  
  We have documented this information for our records per case ********.
  
   
  
  Thank you,
  
   
  
  *******
  Customer Advocacy Group | The Kroger Co.
  
  Phone: ###-###-####
  
  Signature-small
  
    
  
  This is my order receipt from April 9,2024 as you can see below the store credit was not added to my purchase when I checked out. I would like my refund for this order.
  
   
  
  
  Hello ********,
  
  Thanks for reaching out. I'm *****.
  
  I'm sorry about the bad experience regarding your delivery order because the delivery date was reschedule. I am sorry that sometimes it happen if there's no shopper's available who will process orders. This certainly isn’t the experience we want for our customers. We want your experience to be easy and convenient. 
  
  For inconvenience, I’ve added a $20 credit to your loyalty account which will redeem on your next grocery purchase. For the inconvenience, I am more than happy to inform that I have added a $30.00 credit that you can use real time on your next grocery purchase. The credit can be used quite easily. Just let our staff know that you have a credit to apply on your purchase when checking out for in-store and pick-up purchases when you present your loyalty card or ALT ID for in-store and pick-up purchases. Additionally, for Instacart deliveries, simply add any special instructions, and the shoppers will follow them. When the order is finished, store credits will immediately be used for any other delivery orders. You will be given the option to apply the credit if you choose self-checkout. Simply click Apply Credit and enter the number of credits you wish to apply to your purchase. I'll tell you up front that I expect you weren't able to see these store credits on your account It will show as store coupon on your receipt once it was completed. This credit will not apply to purchases of alcohol, tobacco, lottery, gift card and fuel.  We want you to have a great experience with us, and we hope to see you again soon. 
  
  
  
  If you have any additional questions or concerns, please reply to this email and refer to case number ********. We appreciate you choosing to shop with us and are always happy to help. 
  
  
  Sincerely,
  
  *****
  Kroger Customer Connect
  The Kroger Family of Stores
  
  
  
  In order for Kroger Customer Connect to respond to your reply as soon as possible, it is important that the subject line of this email not be changed. Changing the subject line of this email may result in a delayed response.
  
  Reference: ********
  
  Your Comments: Delivery order issue My order was supposed to be deliveredapril2,2024 Between 136and 230pm never showed up called Kroger 1800number was told that the order was rescheduled I never received any information informing me that my order was going to be Rescheduling anything are if it would be okay for them to reschedule it I pay to have my order delivered so I can choose the time not so someone else can go in a select a time they want to bring me my order.
  
  
  

  
  

  Business response

  04/21/2024

  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 sincerest apologies about the technical issues you were experiencing.
  
  After carefully reviewing all cases recorded for the customer's concern, it appears that our fraud team and the representatives from the executive office has been communicating with the customer about the store credits that should have been added on their account. On April 18, 2024, with case reference number ********, the executive office attempted to call the customer, when no one answered a detailed voice mail was left. An email was sent as well informing the status of their raised issue. Kindly let the customer know that we will be relying on the review that they conducted. We are truly sorry for the inconvenience.
  
  Regards,
  
  Kroger Co.

  Business response

  04/21/2024

  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 sincerest apologies about the technical issues you were experiencing.
  
  After carefully reviewing all cases recorded for the customer's concern, it appears that our fraud team and the representatives from the executive office has been communicating with the customer about the store credits that should have been added on their account. On April 18, 2024, with case reference number 68398697, the executive office attempted to call the customer, when no one answered a detailed voice mail was left. An email was sent as well informing the status of their raised issue. Kindly let the customer know that we will be relying on the review that they conducted. We are truly sorry for the inconvenience.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi. My order number is ******************* On April 16 2024, I placed an online order for grocery delivery at Kroger's website. ********* was suppose to delivery my groceries but didn't. The ********* shopper went to a Kroger on **** **** *** ******** ** ***** that was farther away from my home than the 2 Krogers on *** * **** ** ******* ** ***** and Kroger **** * **** ** ******* ** *****. So this caused the ********* shopper to be late. ********* shoppers are paid hourly so they delay deliveries to increase pay. I tried to cancel my order by contacting Kroger online customer service chat because I haven't received my groceries or a refund. The Kroger online customer service agent was no help. Didn't send any email that my order was cancelled. So I don't know if it was cancelled. Thanks.

  Business response

  04/20/2024

  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 sincerest apologies about the technical issues you were experiencing.
  
  We are truly sorry that the customer had to cancel their order due to the experience they had with the delivery. I can see that the customer contacted to have the order to be cancelled as it is taking too long. However, even though the order was cancelled, the order has already a captured amount. Please advise the customer that the issue will be escalated properly and have the order be under review for refund request. Our refund process may take 7-10 business days. 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 truly apologize to the customer for any inconvenience this may have caused. Their comments have provided us the opportunity to evaluate, address and correct this matter.
  
  Rest assured that their 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. We welcome their feedback because our customers are essential to our business.
  
  
  Regards,
  
  
  Kroger Co.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Kroger has started displaying items with a digital coupon with only the digital price. They do not display the price you will pay if you don’t have a digital coupon. Consequently a customer who is not familiar with digital pricing thinks they are paying one price but when they checkout they are actually paying a higher price. The practice is misleading if not fraudulent. I have registered a complaint at my local store and with Kroger Corporate

  Customer response

  04/16/2024

  My local store is in *********** ******** but this is a corporate decision and problem. My local store told me they had to follow corporate policy

  Business response

  04/20/2024

  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 understand that clarity and transparency are essential in providing a positive customer experience. We regret any inconvenience or frustration this confusion may have caused and assure you that we are taking steps to improve communication about our digital coupon programs. Your feedback is important to us, and we want to ensure that you have a clear understanding of our digital coupon offerings. Rest assured 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 appreciate your understanding and patience as we work to improve our services. Thank you for bringing this to our attention, and we look forward to serving you better in the future.
  
  Regards,
  Kroger Co.

  Customer response

  04/21/2024

  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 am reading into their response that the practice of only displaying the digital sale price will stop. If I find that is not the case, then I will reopen my complaint. I appreciate the timely manner of this resolution by both the BBB sand Kroger 
  Regards,
  
  ******* ****
  

*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. ↩