ComplaintsforThe Kroger Company

• Initial Complaint

  09/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been shopping with Smiths for years and I have gotten many coupons to save. For many months over and over I get coupons for free Private Select bread. Never ever is it in stock. Ever! I don't even see the name private select in the bread aisles. Is this a trick to get me to come into the store to buy food? Can someone tell me what is going on? Even on your website it shows I get a free loaf but then in smaller print right below it says unavailable. Is this false advertising or something? At $3.49 a loaf and over 5 times in many months came to get bread it would be nice to get a store credit or something to make it worth my time.

  Business response

  09/19/2024

  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 this is certainly not what we wanted for our valued customers. As per checking, the item is available for pickup or delivery. It is very unfortunate that the item is currently unavailable in store. We list all available items because Customers may want to see everything that is available for different modalities and potentially add those items to an online order. To make this right, we added a $25 store credit to your shopper card that you may use anytime. This credit can be seen on your app or banner website under "Account Credits."
  
  In-Store
  You may redeem your credits at any checkout (. manned by cashier or self-check-out).  Credits cannot be redeemed at fuel centers. 
  
  Pickup Order, Delivery Orders and Boost Memberships
  Credits will redeem during the online checkout process. 
  
  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

  09/19/2024

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

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We try to use the boost membership to the best of our ability to get our moneys worth. When trying to order truly and coors light on the website though, it gives me the error when checking out: "Delivery Time Unavailable - There are no delivery times available for your location within the next seven days. Please check back later." This only happens when I try to order thru Kroger Delivery. It works when I try to order thru Instacart which I don't prefer doing since I have to tip the driver and having boost made Kroger Delivery more of a good deal. Is this a glitch with the website that it's not allowing me to order beer/truly thru Kroger Delivery or what is the issue? I tried contacting customer service thru the live chat on the website and they were beyond unhelpful.

  Business response

  09/18/2024

  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. Please accept our sincerest apologies for your experience.
  
  Upon further review, the customer's account shows being enrolled with Boost next-day delivery on 04/20/2024, which will expire on 04/20/2025. Please be advised that Boost is a membership program that customers can purchase to receive bonus fuel points, special offers, and free delivery when placing an order over $35.00 (not including the service fee and after exclusions, discounts, and coupons). Please note that orders must be placed on the website or mobile app to receive free delivery. If you place an order on Instacart’s website or app, the order will not qualify for free delivery. The exclusions from this program are pharmacy prescriptions, adult beverage and tobacco products, gift cards, money services, lottery tickets, postage stamps, and delivery tips.
  
  We truly apologize to the customer for any inconvenience this may have caused. We are always looking to improve the experience of our customers. It will help us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.
  
  
  Regards, 
  Kroger Co.

  Customer response

  09/18/2024

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

• Initial Complaint

  09/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two orders with Kroger delivery on Tuesday, September 3, 2024 based on the ongoing sales and that ended the same day, The orders were going to two addresses and the only delivery time available was for Wednesday, September 4, 2024. I didn’t worry because both of the preliminary receipts I received reflected the current sale price. However, when the orders were received the amount had changed for one of the orders and the increased amount overdrafted my account. I contacted the company because I wanted to return the order since the prices were different and I was told that I could not return them which then changed to I could return them to the nearest store which I did. Upon arrival at the store, however, it was explained to me that I could not return them but they could change the prices to reflect the sale. Unfortunately this price change did not help my account being overdrafted. I paid for the bulk of my order with my EBT card. The delivery fee of 0.95 cents and the laundry detergent would have been only $9.46 but $45.00 was charged to my card. I receive social security disability and every dime I receive is accounted for by my rent, utilities and phone. I have less than $20 left over which would have covered the $9.46. This overdraft now affects my ability to pay my rent, utilities and phone for the month of September. I believe Kroger did a bait and switch. How did one order reflect sale prices but the other did not?? They are also inconsistent with customer service as I received different directions for employees.

  Business response

  09/12/2024

  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.
  
  After carefully reviewing the customer's concern, we can see the root of the issue is in regard to the change in prices for the orders. It appears that the orders were placed on September 3, 2024, and was delivered on September 4, 2024. The weekly ad sale prices that covered the day the order was placed was different from the weekly ad sale prices active when it was fulfilled. All Weekly Ad flyers go live at midnight Eastern Standard Time on Wednesdays and expire 11:59PM on Tuesdays. Regardless of the time zone or location, all flyers are standardized to EST. The amount charged to our customers for the items would depend on the delivery or pickup date in which the Weekly Ads were active. Due to this the expected sale price of the customer are no longer available for which, the items were adjusted to different sale prices active for week. Prices are estimates and several changes may occur between when the order is placed and when they receive it. Final price will be determined using the coupons and prices in effect on the day the order is delivered.  We highly advise our customers that if they are targeting the Weekly Ads sales prices to always be mindful of their delivery or pickup dates, as we honor the prices of the current active Weekly Ads on the time of delivery or pickup.  
  
  In addition, SNAP EBT Card funds will be charged once the order is placed and any differences between the price at checkout and the final order total due to any price and quantity changes in the order will be charged to the additional payment card.  The charges which were done through card is due to compliance issue, we can't charge more than what we pre-auth the customer on the EBT card. Any amount beyond the pre auth amount (on EBT card) will be charged on the backup debit/credit card. Since, the final total can vary from online estimated total, any difference amount will be charged on backup card only. 
  
  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

  09/12/2024

  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,
  
  ****** *****
  

  Customer response

  09/13/2024

  9/13/2024
  
  Re:  complaint ********
  
  Dear BBB representatives,
  
  I am not satisfied with Kroger's response to this issue for the following reasons:
  
  1. I had two separate orders placed that day, one order had correct prices the other did not.  The order that was delivered to my address was placed first.  The order that was delivered to my stepdaughter was placed last and the sales prices were reflected. 
  2. Why wasn't I allowed to return the entire order for a full refund? If I had  returned the order, my debit card charges would have been reversed.  I was told by the representative that I could return the entire order to my nearest Kroger's but was told at the store that they couldn't accept the return.  The calls are recorded, check them.  
  3. I received a confirmation email with the order reflecting the correct sales prices, if that changed I should have received an email prior to delivery with that change and the ability to accept or deny the changes.  I live on a fixed income. I don't have enough money left after paying my monthly expenses for a cup of coffee let alone unauthorized charges that overdraft my account.  I would have canceled the entire order(s).  
  Kroger needs to do better and clearly train their employees to handle situations better.  I feel that Kroger should have let me return the order like they said I could do.  I have never placed an online order that I could not return if not satisfied. 
  
  Sincerely,
  
  
  ****** *****

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Seventh of August 2024. I used my credit card to buy two non-food things and my EBT card to buy food. Upon arriving home, I examined my credit card statement, which showed $74.06 on it. There were five other people in line, so it's possible that the person who checked me out didn't give me a receipt. I remember purchasing a canister of Kroger cleaning wipes with 75 counts and two ****** paper towels (2=6 Triple Paper towels) among other non-food products. My QFC store card was scanned by them in order to apply the savings. I've contacted the credit card company to dispute the charge. They sent me an email today, August 29, 2024, informing me that I must pay $74.06. I made copies of the email, the statement, and the EBT purchase I bought that day. When I speak with them the next time I buy there, if the store manager or the person who checked me out is willing to make it right, they should be able to give me the correct amount for both ****** paper towels and disinfectant wipes. in order for me to inform my credit card company.

  Customer response

  09/04/2024

  September 4, 2024, today. I have discussed the overcharge with a few QFC staff members—not the store manager. They informed me that since it has been a month, they are at a loss on what to do. Thus, they will be unable to locate the August 7th transaction. It was also recommended to make sure to ask for a receipt the next time a cashier misses to give one to me. And if something similar occurs once more. I ought to return to the retailer and request a copy of my receipt. I'm not sure why I didn't receive one. Perhaps it's because there were other people waiting in line and they didn't want to cause a backup. This is unlike any issues I have ever experienced before. What should I do if a QFC/Kroger representative responds?  Here is my assigned number ID********
   

  Business response

  09/09/2024

  
  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers trust and satisfaction are of utmost importance to us, and we deeply regret any inconvenience this incident has caused you. 
  
  Rest assured customer concern 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 are currently awaiting their response and will keep customer updated on the progress. We are always looking to improve the experience of our customers it will helps us ensure we are serving customers the best of our ability. 
  
  Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

• Initial Complaint

  08/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had two transactions that I did not recognize on my debit card linked to my Kroger account. I disputed the charges, my card was canceled, but I did not receive a refund or credit when contacting customer service. Ever since this happened, I've not been able to use my Kroger account to pick up groceries. I've tried adding every card I own to my account, from my phone & from multiple browsers (even incognito) with no luck. I have reached out to customer service multiple times for help (both through chat and by phone) with getting a card added, but no one can figure out a solution. I've tried creating a new account & still can't add any of my cards. I receive error codes each time. I have no idea where, how or who to contact to get it resolved, but I am a habitual grocery pick-up user & can no longer use the feature. I'm posting this in hopes I reach someone from Kroger who may actually be able to help me resolve this issue. Thank you.

  Business response

  09/06/2024

  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.
  
  To better serve you and move towards a resolution, can you please help me with the following information to create an escalation ticket for our technical team to get it fixed and prevent it from happening again? Your response will be highly appreciated.
  
  * Issue/Error Message (include specific details):
  * Troubleshooting Taken (i.e., cleared cookies)
  
  
  
  Regards,
  Kroger Co.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is regarding an extension of case number ********. A supervisor shared information regarding issues I have had with several orders being substituted through ********* drivers when I specifically ask for "no substitutions" and is documented each time I do orders in all capitalization to not substitute. The supervisor mentioned to me that ********* drivers are not able to see the notes I leave for each item and that only Kroger delivery personnel see the notes. I would like to know if this is true. In addition, the supervisor claimed that there was no public information about this which is deceptive to people who order through the application or website of their Kroger store (Fred Meyer), and cited that it was policy, but was unable to provide me a effective date this policy was enacted. The supervisor refused to give me a phone number to the executive office even though this information was public via the Kroger family website's "Contact Us" page, and available publicly on the BBB website.

  Business response

  09/05/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  Rest assured that their comments 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.
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments have provided us the opportunity to evaluate, address and correct this matter
  
  Regards,
  
  Kroger Co.

  Customer response

  09/05/2024

  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.

  The message indicated here was not addressing my listed concerns. Therefore, I would like to reject this statement and ask for more elaboration instead of a form entry, and preferably a contact via phone so I am able to ensure the appropriate action items were addressed.

  
  Regards,
  
  ****** * *******
  

  Business response

  09/11/2024

  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.
  
  Please be advised that if a customer does not want any items in their order substituted, they should uncheck the Allow Substitutions box found at the top of their shopping cart.  If they only want to allow substitutions for specific items, they should click Choose Backup Item and then Uncheck Allow Substitutions. If they want to choose a backup item for an item in their order, they should click Choose Backup Item and then Choose Specific Backup. They will then locate/search for the backup item they want and click Choose this Item.
  
  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

  09/11/2024

  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.

  Please note that this was already mentioned several times in the initial complaint that substitutions were given EVEN WHEN NOT REQUESTED, FOR SEVERAL ORDERS. I'd like to give rebuttal that again, it does not address the initial issue that the Supervisor mentioned of whether requests of "No substitutions" are not followed. 

  in the first rebuttal, I had asked clearly for phone contact so this can get addressed and the business has refused to contact me via phone as requested. I'd like to again respectfully ask that phone contact to address said BBB complaint be taken seriously, as the information does not support initial complaint, and support said supervisor. In addition, the information provided is shown to be generalized and not proven to carefully review the account for the substitutions that were not requested, again, FOR SEVERAL ORDERS.

  I'd like Kroger to review ALL orders for said substitutions that I did not ask for, and they can see the majority of the orders, if not all, state in all capitalization "NO SUBSTITUTIONS." Circumstantial evidence shows the no substitution box has not been followed, and been adhered to, which is why I am asking whether the information given to me by said supervisor is accurate information.

  Instead of a generalized form letter, I ask for careful review before the next rebuttal from the business.

  
  Kind Regards,
  
  ****** * *******
  

  Business response

  09/17/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand how frustrating it must have been for the repeated substitutions in customer orders, despite the clear instruction no substitutions and  we deeply regret the inconvenience this has caused.
  
  Please rest assured that we are taking immediate steps to address this issue. We will be coordinating with our third-party service provider, *********, and their internal management team to ensure that this feedback is properly reviewed and that corrective measures are implemented. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.
  
  To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the loyalty account that can use on next purchase. 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. 
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer response

  09/18/2024

  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. 

  For records purposes, this BBB complaint will be used again as reference should this continue to occur. I am hopeful that both the Kroger Executive Team and ********* Leadership can come to a good solution to make independent contractors from ********* follow all instructions as written.

  
  Regards,
  
  ****** * *******
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The transaction occurred on August 30, 2024. However, this is a bigger issue than just that one transaction today. The issue relates to intentionally deceptive pricing. At Fry's Food, there are "sale" signs and "digital deal" signs. Both of these signs are the same color and look exactly the same, except for minor variations in the text. However, the "sale" prices automatically apply, whereas the "digital deal" signs require clipping a digital coupon in the Frys App to get the advertised price. In today's instance, there were peaches on "sale" for $0.99/lb. Nothing on the sale sign said anything about a "digital deal." When I was checking out, the peaches rang up at the non-sale price of $2.99/lb. I went into the Frys App and saw that I had to clip a digital coupon to receive the $0.99/lb price. However, I went back and double checked the sign at the peaches and the "sale" sign said nothing about this price being a "digital deal." This is not the first time that I have run into issues with "sale" versus "digital deal" prices. I would like someone from Frys Food to reach out to me and explain how these advertised price strategies are not deceptive. How can an item be listed as a "sale" item, yet it does not ring up at a sale price.

  Business response

  09/05/2024

  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.
  
  Rest assured comments forwarded to our store leadership team, who are currently reviewing the situation. We are committed to addressing this issue promptly as customer satisfaction is very important to us, and we are dedicated to making the necessary improvements to prevent such issues in the future. We truly value your business and appreciate your patience as we work towards enhancing our service quality and resolving your concern.
  
  Thank you once again for bringing this matter to our attention. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Cake order placed on 8/28 When I received my son’s birthday cake on 8/30 it was completely not what it was supposed be. The color of a team’s logo represents that team. This is what they tried to give me. The manager was acting as if I hade no right to be upset. He did not want to give me a discount and when he did he only offered me $10 off which is would’ve bought items to try and edit the color. I left the cake there because I did not want it as it was not what I was expecting nor was it what I picked for the book. The color was completely off! and my son did not have a cake for his birthday. Kroger on ******* ******** at ********.

  Business response

  09/04/2024

  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 per research, it shows that an initial contact was made by the customer. The concern shows that it has been reviewed and escalated to in the internal management to address any issues raised for the customer. Customer was also given $25 store credit, added already on their account, same day it was escalated on August 30, 2024.
  
  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.
  
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After placing an order for delivery it never arrived but was completed as if it did. Over the weeks I’ve called for my refund 3times that was never processed until the last time I called about it. And I did not get my complete and full refund.

  Business response

  09/01/2024

  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 truly apologize that the customer did not receive their order but was still charged with it. However, we are unable to confirm which order the customer is referring to. For us to be able to evaluate further, we request for the customer to provide all information listed below.
  
  *Order number
  *Date of transaction
  *Amount of the order
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments have provided us the opportunity to evaluate, address and correct this matter.
  
  Regards,
  
  
  Kroger Co.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed Kroger orders on 7/24/2024 and 8/25/2024 both of which contained 100% food items that were SNAP eligible. It is required on the Kroger app that you place a debit card on your order and they draft $1, but the transaction is reversed once order is complete. On 7/24/2024, Kroger drafted $32 from my debit account for an all food (SNAP eligible) order placing my debit account in the negative. Kroger had no reason to charge my debit card as my SNAP card was used to pay and all items would have been covered with my method of payment. I contacted Kroger 3 times and this has yet to be corrected. On 8/24/2024, I placed and all food SNAP eligible order with Kroger and they charged my debit card $9 placing my checking account in the negative and I was charged an NSF fee. I contacted Kroger immediately on 8/24/2024 when this happened and had the case escalated, only for no resolve. I have been discriminated against by Kroger and filed complaints in the past, so I feel as though Kroger is retaliating against me. I have been a Kroger customer over 20 years and this is unacceptable. I will continue to escalate this matter until satisfactory resolve is reached.

  Business response

  09/02/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers trust and satisfaction are of utmost importance to us, and we deeply regret any inconvenience this incident has caused you. To assist us in resolving this matter promptly, could customer provide us with more information such as:
  * Loyalty Card Number or Alternate ID Number 
  * Date and Time of Transaction
  * Order Number
  
  Customers cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address the issue.  We are committed to providing a positive shopping experience for all our customers their feedback is invaluable to us.
  
  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB  and we look forward to hearing from you soon
  
  Regards,
  Kroger

  Customer response

  09/04/2024

  Better Business Bureau:
  
  

  Information requested is as follows:

  * Loyalty Card Number or Alternate ID Number: Alternate ID 8326108867 
  * Dates and Time of Transactions: 7/24/24 & 8/24/24 11am-noon
  * Order Numbers: 7/24-****************** (debit charged $32.91); 8/24******************** (debit charged $9.13) both orders caused financial institution to go negative when both orders contained all SNAP eligible food items & my SNAP card was on file and charged as well.
  

  Regards,
  
  ***** *****
  

  Business response

  09/08/2024

  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 per careful research, starting from the customer's pickup order on July 24, 2024, which was created on July 23, 2024, Tuesday. If they placed their order with items that has sale price, promotion or offer that came from the weekly ad there is a possibility that it will not be applied. This is because every Wednesday our weekly ad changes for the new week and the offers from last weekly ad will only be available and valid if the transaction is received and completed up until the last day of the weekly ad which was on Tuesday July 23, 2024. If the transaction is not completed by the end of the weekly ad, the sale prices will not apply, and this is what happened on the customer's order since on Tuesday their order is not yet received and pending.
  
  For pickup order from August 24, 2024, an amount of $9.13 was charged to the customer's backup card. When the customer spoke with the supervisor, a ticket was submitted to review the unexpected charges, and it appears that the only authorized amount for the is worth $196.87. Anything that is over on the amount authorized to be charged on their EBT before they submitted the order, that amount will be charged on their standard payment method.  
  
  Please know that the SNAP EBT card can only be authorized by customer pin entry at the time of checkout, all prices are estimates and the final amount will be determined after completion of order, so we can only charge the amount that was authorized at that time. The backup card will get charged if the final total at the time of fulfillment exceeds the original total shown at checkout. There is a message included during checkout which explains the process for an EBT order that the prices are estimates, the final amount is determined when they received their order. If the final is more, the additional amount will be charged to bankcard. A refund will not be possible on this case back on the back up card of the customer.
  
  All are based on our policies and processes. Again, we apologize for the inconvenience this has caused them.
  
  
  Regards,
  
  
  Kroger Co.
  
  

  Customer response

  09/09/2024

  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.
  My SNAP information was provided to cover 100% of my 100% SNAP eligible order. The amount authorized was the amount Kroger said was owed during the time of the transaction. It is not the fault of mine if Kroger failed to set the accurate prices for the date and time I placed my order. Also, a savings difference does not negate the fact that the order was 100% SNAP eligible. Kroger takes a weight differential for meat and produce, how is this different?

  This is unacceptable. A courtesy call/text/e-mail prior to charging my debit card for an amount I did not authorize would have proven to be good customer service. 
  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. ↩