Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  3100 Meridian Parke Drive Suite A Greenwood, IN 46142-9424

• 

  The Kroger Company

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  1019 Cumberland Falls Highway Suite 1 Corbin, KY 40701-2736

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

• Initial Complaint

  Date:07/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted kroger on several occasions for the past month. I placed an order on June 7th for $273.91 & $95.67. I trued again on june 15th for $68.76. None ofthe orders went through. It said it was an error. However my *** card was charged. I contacted for a refund. They said it would take 2-7 business days. It's been a month.i have emailed kroger and they are NO HELP. I contacted the ***, they said they have NO record of kroger attempting a refund. They said to keep contacting kroger. Here i was charged $438.34. I'm not even asking for the FULL refund. Just some of it. Groceries are too expensive for me to lose this much. I also can show where my *** was charged and NOT REFUNDED. I keep getting told that $267.27 was refunded. But nothing. Can I ou afford to lose this much for groceries. My family sure can't. *** says this is on KROGER. I. have emails from 3 different customer service reps. I just need the amount that was promised to be refunded and I'd be happy.

  Business Response

  Date: 07/16/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  I want to sincerely apologize for the inconvenience. Upon checking the customer's account and purchases, I am unable to locate any order on June 7 and June 12. There's only one online order on the account, which was placed on June 5; however, since the order cannot be modified, the customer decided to cancel the order. Please advise the customer to reach out to our Kroger Customer Relations Center at ###-###-####, option 1, to help him locate the transaction mentioned on June 7 and 12. 
  
  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB, and we look forward to serving you better in the future.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 07/16/2025

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

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  

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

  Business Response

  Date: 07/17/2025

  According to the last responses given to the customer, they were already advised to call Kroger Customer Relations Center. We are aware of the customer's concern, but this is already out of our service, and we don't have any tools, materials and resources to review the customer's issue. We are referring the customer to the 2 departments mentioned above because they are the only ones that has the ability to investigate and clarify problems encountered when using checks. 
  
  As advised, we would like to assist the customer on this one, but our information that involved unknown charges on customer account are limited which will be impossible for us to help the customer. Again, the customer may reach out to following departments below:
  
  *Kroger Customer Relations Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.
  
  We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  
  Regards,
  
  Kroger Co
  
  

• Initial Complaint

  Date:07/14/2025

  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.

  The self check out employees are notoriously stopping my self checkout to review whether U stole. To review camera. I input my phone number at start always. The annoyance of taking my happy shopping experience into a sad one. For their amusement.

  Business Response

  Date: 07/25/2025

  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 and that is certainly not what we wanted for our valued customers.
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We just need more information from our customer to escalate the issue to the Management team may we ask the customer to provide the following information:
  
  1. Store location 
  2. Date and time of the Incident 
  3. Employee Name / Description of how the employee looks of did not get the name
  
  
  Rest assures once we have that information will have the investigation and escalate to the management team for proper handling of the concern. 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.
  
  

• Initial Complaint

  Date:07/14/2025

  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.

  Upon checkout asked for a rain check of Kroger 6 pack flavored waters advertised 3 OR MORE for 99 cents ( if you buy 3 or MORE ) . present sale is save 2 bucks when buy 3 ) . I repeatedly had to ask more than one clerk for this rain check as they seemed confused as to what I was asking for or referring was on sale . I explained which water . I was asked after check out to take my cart and go show them myself this water that was on sale in the isle . I did and clerk took picture of only one of the waters I wanted to purchase . ( note ZERO of any flavors offered in the sale were available or stocked to purchase . ) I did ask when they would receive more and was told I don’t know . Was not offered a rain check for all offered flavors when u buy MORE THAN 3 ) I WAS LIMITED TO ONLY BUYING 3 of two flavors .
  Total limit of 6 for 3 orange and 3 grape I asked more than once if I could purchase more than 3 as it shows in print and advertised . The rain check was provided after 3 different people were involved ( Kroger employees in the check out lanes to determine if I could be offered this ) I felt very profiled and discriminated against when it doesn’t limit you to only 3 and how I was treated over water . It is purchase 3 or more . I asked repeatedly if I could have more and was TOLD NO !
  The employee completing the rain check and telling me No seemed amused . Name on rain check is Charnita ***** at store 436 . Date issued 07/12/25 good for 30 days 3 for 99 cents . ( qty desired on rain check limits 6 after politely asking for a higher quality and being denied ! no info on stock issue . Advertised shows good thru 07/29/25.
  Desire for customer service was lacking and made to feel bad for asking almost problematic in nature . Was dismissive as well and had to repeatedly ask for the rain check . A customer shouldn’t have to battle for a rain check request . This makes me not want to shop at Kroger . I also am a Kroger plus customer. Had issues with store in past

  Customer Answer

  Date: 07/14/2025

  Store location as provided on rain check was listed as store *** by store employee Charnita ***** That listed this info and her name on the rain check . 
  date of issue was 07/12/25 listed for 30 days . Qty desired says 6 but that is incorrect . I was told I was limited to this max purchase which is against the advertised sale of 3 or more . 
  

  stamp on rain check says 

  Kroger store *** 

  Business Response

  Date: 07/24/2025

  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 sincerely apologize for the unsatisfactory experience you encountered. This is certainly not the level of service we aim to provide to our valued customers. We understand your concern and truly want to help resolve this as quickly as possible.
  
  At this time, we were unable to locate an account associated with your contact information. To assist you further, could you please provide one or more of the following details:
  
  The email address or phone number linked to your online account
  The order number or confirmation ID (if applicable)
  Your Kroger Plus Card number or alternative loyalty ID
  The date and location of the transaction
  
  Once we receive this information, we’ll be glad to take a closer look and provide the appropriate support.
  
  Thank you again for your patience—we look forward to resolving this for you soon.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 07/25/2025

  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 )

  PLEASE understand what you are asking me to provide in this manner : 

  Kroger has communicated in their response that they cannot find an account associated with myself ? 
  not possible ! 
  My Kroger plus account can be located without issue by my phone number as an alternative which was provided to the BBB in this complaint . They are requesting very private and sensitive personal info to be provided on this forum that I do not feel comfortable additionally supplying in that manner .
  The Kroger executive office has made no attempts to contact me directly or reach out to obtain any of this info needed now in a secure , private manner to what they now are requesting . I am a Kroger plus card holder and have for years . It is disturbing to read they suddenly cannot find any account associated with me , esp after a BBB complaint . Understand is not possible and inaccurate as it’s required at check out and to SCAN at the pump . Please have the Kroger executive office contact me directly if they need this info to provide resolution . In Kroger’s response on this forum I am being asked to provide my personal Kroger card number and personal info . I already provided the store number and the rain check number and the receipt number previously in my complaint and as requested when they needed the store location number in their response . ( Kroger was already provided this if you review ) . The rain check info was provided clearly as well as the store number that also contains the associate info with the store location who completed the form in question .  The check out receipt info I provided can be used to reference the private Kroger card info scanned upon check out . 
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 07/26/2025

  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 sincerely apologize for the unsatisfactory experience you encountered. This is certainly not the level of service we aim to provide to our valued customers. We understand your concern and truly want to help resolve this as quickly as possible.
  
  At this time, we were unable to locate an account associated with your contact information. To assist you further, could you please provide one or more of the following details:
  
  The email address or phone number linked to your online account
  The order number or confirmation ID (if applicable)
  Your Kroger Plus Card number or alternative loyalty ID
  The date and location of the transaction
  
  Once we receive this information, we’ll be glad to take a closer look and provide the appropriate support.
  
  Thank you again for your patience—we look forward to resolving this for you soon.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 07/28/2025

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

  
  

  
  
  Kroger executive office is responding requesting the same exact personal private info needed requesting more personal ID .
  I cannot provide personal ID on this forum in this manner . I says not to . 
  I have provided this information upon check out and at customer service when rain check was completed . 
  executive office was asked to reach out to me directly to provide what else is needed . 
  No contact has been received . 
  I have previously provided my phone number on this complaint with the BBB and they can retrieve from there as well as the store who completed the rain check . 
  your system has no problem finding me in this manner in your store . 
  My account is present . 
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 08/10/2025

  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 of the customer regarding for the raincheck Kroger 6 pack flavored waters and that is certainly not what we wanted for our valued customers. Rest assured that we already forwarded the feedback to the right department regarding of the limited stock of the product for the promotion. Foe the inconvenience of the customer I added $30 store credit on the 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 truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  
  Regards,
  
  Kroger Co.
  
  

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, July 13, at around 8:30 a.m., I was in the regular checkout line and everything was going fine until I started to pack my bags. The checkout person asked me if I really needed to put my items into grocery bags. I've had this issue off and on for the past 4-5 years where they don't want me to have bags simply because I bring my own grocery cart. What does that have to do with anything? I live in a building where I have to walk up a long flight of steps, so I refuse to carry each individual item up the steps! This company makes an obscene amount of money and they don't need to be skimping on bags and should not be treating customers like criminals for wanting their items in bags! I tried calling about this issue but the manager won't answer the phone. There's no excuse for the way your employees treat some of the customers. The employees here have serious attitude problems and the manager is useless. This store needs an overhaul with management and their employees. I'm owed an apology for the way I've been treated here off and on for years, and the employees need to be trained on how to treat customers and stop bullying some of us for their own petty reasons.

  Customer Answer

  Date: 07/14/2025

  This was at the ***** ******* **** Kroger, **** ******** ***., Cincinnati, ** ******

  Business Response

  Date: 07/16/2025

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

• Initial Complaint

  Date:07/11/2025

  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.

  While shopping, I was repeatedly followed by a man I later discovered to be the store manager. At self-checkout, he whispered to a female employee, who then came and stood directly behind me, invading my personal space in a way that made me feel watched, targeted, and intimidated. When I asked who the manager was, this same man appeared and declared, “She is standing exactly where I told her to stand,” without identifying himself or explaining his behavior.
  He was beyond rude. I was very calm with him, I said, “sir you never allowed me to speak” He said again “she is standing where I told her too” I was like wow, what is your name sir” he said “ Jessie” He was standing their blood was boiling, he was beyond frustrated. He knew he had been following me around that store all the way to checkout. And he was correct, and to prove my point, I saw him go whisper in her ear as the cashier was doing something else. He made her stop and come stand directly by me. He said what he told her to do, and she did.
  I immediately filed a complaint through Kroger’s customer support line on May 21, and spoke to an agent named Glenn. I explicitly request that surveillance footage be pulled and reviewed. I followed up on July 1 (Todd) and again on July 9 (Jessica) and still have not received any contact or meaningful response. Jessica stated that the managers were probably behind from the holidays, someone would call me back soon as if I was nothing. Today is July 12, 2025, and I still have not received any acknowledgement from Kroger. I cannot believe Kroger have ignored me as if my complaint is not valid and by no contact, it showing me they do not care. To not hear anything from them since that day, I am in disbelief with Kroger as many years I have shopped with them all of my life and gave never ever gad to call in a complaint.

  Business Response

  Date: 07/15/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate 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. I follow up and 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. Rest Assured that this issue was already forwarded to our district manager and advise to communicate with the customer. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.
  
  
  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
  
  

  Customer Answer

  Date: 07/15/2025

  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:07/11/2025

  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.

  I’ve been going to this Kroger on **** * ********* **** ******* ** ***** 
  Every time I shop there the price on the an item tag won’t be the same when I go to checkout.
  
  I’m finally saying something because I just went and bought a 6 piece charmin roll and picked it up because the price was $10.99. I get to register and it rings up as $14 something but total $16.23 with tax. This is just one example of their price changing scam. A few dollars don’t seem like much but hitting a bunch of shoppers is a lot.

  Business Response

  Date: 07/14/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Regarding of price that is tags that is scan it wrong when they check out, we just need more information from the customer to escalate the issue and have it investigated. Can we ask the customer to provide the following information. 
  
  -Loyalty card number / alternate id number used on the transaction
  -Date and time of the 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.
  
  

• Initial Complaint

  Date:07/11/2025

  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.

  Upon further review, I discovered that on July 7, 2025, I placed a Kroger Boost order and paid $1 for the tip using my debit card. That was the only balance available in the account. However, the following day, Kroger updated the order and charged an additional $41 to my debit card—the rest went to my EBT card. There's no purchases on there to even count for the extra $41.00 Debit charge!
  
  The critical issue: every item I purchased was food—and fully EBT eligible. There was no legitimate reason to split the transaction and apply a debit charge for these items. This marks the second time I’ve caught Kroger misclassifying EBT purchases and charging my debit card instead.
  
  Combined with past warning signs—such as having my EBT card locked due to flagged fraudulent activity linked to Kroger's online platform—I now believe this is part of a systemic problem.
  
  I urge the BBB to investigate Kroger Boost’s handling of mixed payment methods, especially as it affects government benefit users. I am seeking full reimbursement of the unauthorized debit charges and formal correction of their billing system.

  Business Response

  Date: 07/11/2025

  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 are sorry for the unexpected charges that the customer found in their back up card for their order on July 07, 2025, for *******************. We understand their frustration on this matter, and we will do our best to find out on what happened on the charges on the order. An escalation will be sent to our technical team to check the activity when the order was completed. Please be advised that this is not a guarantee that a refund will be submitted but a review only on what happened on the order.
  
  Please be informed that for orders with EBT as their payment method, if there are excess on the initial amount the customer authorized to be charged on their EBT card after they submitted their order, it will be charged on their back up card. We are unable to charge the EBT twice without the authorization of the customer and that will result for the backup card to be charged of the excess.

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

  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 07/18/2025

  I am submitting a follow-up because Kroger’s response was misleading and incomplete. First, I was never informed of any $40 store credit. I did not authorize it, I was not notified about it, and I was not given a choice in how it was applied. Retroactively claiming a credit to justify a charge is fraudulent. Second, this does not explain the separate $61.67 charge that hit my debit card. That amount is far beyond what should have been charged based on the items I purchased. I’ve reviewed the order line by line, and the split between EBT and debit is completely inaccurate. I did not authorize these changes, and I did not approve any post-checkout adjustments. This situation has caused extreme financial harm to my household. We do not have steady income, and we are caring for three children. These unauthorized charges have overdrafted my account and disrupted our ability to buy essentials. What Kroger is doing—offering discounts or credits at checkout and then reversing them later to charge customers’ debit cards—is deceptive and fraudulent. I am demanding a full refund of $41.00 and $61.67 to the debit cards where the money was taken. I do not want store credit. I will never shop at Kroger again. If this is not resolved, I will be filing complaints with the **** ******** ******** *******, the **** ****** ** ********* *******, and the ***, and I will begin legal escalation. I have receipts, screenshots, and a full timeline of events to support my claims.
  
  Desired Resolution:
  Refund
  

  Business Response

  Date: 07/24/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  Upon further investigation on customer transaction, for the order number ******************* that customer been charged for $61.67 on their back up card, EBT card was authorized for $28.71 at the time of order placement. Due to payment compliance regulations, we are unable to exceed the pre-authorized amount on EBT transactions. Therefore, when the final order total increases the backup card will be charged for the exceeded amount. 
  
  For the order number ******************* that the customer been charged for $41.00 on their back up card, EBT card was authorized for $79.95 at the time of order placement, the total bill was 120.95. Any differences between the price at checkout and the final order total will be charged to the additional payment card.  This includes any modifications (item additions) made to the order after the original submission. The SNAP EBT card can only be authorized by customer pin entry at the time of checkout, so we can only charge the amount that was authorized at that time. The backup card will be charged if the final total at the time of fulfillment exceeds the original total shown at checkout. Prices are estimates. The final amount is determined when you receive your order.  If the final is more, the additional amount will be charged to your credit or debit card. We can NOT charge the EBT card a second time after the order has been placed.  A warning message is included during checkout that explains the process to the customer. 
  
  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 Co.
  
  
  

• Initial Complaint

  Date:07/10/2025

  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 don't have any Kroger rewards cards anymore I'm victim of house property stolen. That's why there's a huge gap from last decade to this one in my shopping. I think I have more than one account out there. My current alternate number is **********. My OLD ADDRESS for my old prior accounts is **** * ********* ** ******* ** *****. I don't know any old numbers that were on those accounts. I'm hoping you can lookup that old address and find the other account I might have used recently along with the one currently I'm using now. Your rewards number dept couldn't find other accounts and failed to find all shopping dates I did all this decade. I'm not getting anything in mail and I've shopped a lot more than that

  Business Response

  Date: 07/11/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience
  
  We have verified that the two loyalty account numbers of customer are both linked under one profile, associated with email address and the alternate ID provided. We also confirmed that the account is enrolled to receive mailed coupons. To ensure the customer will receive these offers, we request to kindly verify the most up-to-date mailing address on file.
  
  Please note that our goal is to provide customers with offers that best match their preferences and make them feel valued. This means not all customers will receive mailed coupons every cycle. The frequency and format of the offers are based on how customers interact with them—whether digitally or through traditional mail. If the system detects a stronger response to paper coupons, then more physical mailings will be sent accordingly.
  
  Additionally, we noticed that the last login to customer's online account was on July 27, 2022, at 11:20 AM EDT. We encourage to log in and explore the available digital coupons to maximize the savings and stay updated on the latest offers.
  
  Thank you for continued support and patience.  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 Answer

  Date: 07/21/2025

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

  
  

  
  

  Yes I got their message and I verified address on phone already. Just needed from them what site to visit for using.  And for them to have me use coupons digitally instead of mail but I don't know how to do it
  

  
  

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

  Business Response

  Date: 07/21/2025

  Thank you for contacting the Kroger Executive Office.  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 still looking forward that the issue with the customer will be resolved and we want to make sure our customer had a satisfaction with our services provided. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 07/23/2025

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

  
  

  Hi I'm still waiting for the site to visit and what to put in to login and change my rewards to digital and not mail please.  I'm not sure why the last response didn't say all that 
  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 07/24/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way
  
  We apologize that the customer did not get all the answers from their last response. We are doing our best efforts to provide resolution to issues that they are facing. As advised on the first response, we would like the customer to know that not all customers will receive mailed coupons every cycle. The frequency and format of the offers are based on how customers interact with them—whether digitally or through traditional mail. If the system detects a stronger response to paper coupons, then more physical mailings will be sent accordingly. We are unable to control them as they only rely how the customer is shopping with us and what type of coupons they usually engage with.
  
  As for the website they can use to log in, there is no other website where they can log in. They can visit www.kroger.com to log in or they can use mobile app too.
  
  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:07/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online grocery delivery order that was fulfilled through a third-party service, *********. Without my authorization, the ********* shopper added $64.30 worth of additional groceries to my order. I had designated $140 to be charged to my EBT card, with the remaining balance to be charged to my debit card. However, all of the unauthorized items were charged to my debit card, which resulted in my bank account being overdrawn.
  
  When I contacted customer service, I spoke with Jenna, a supervisor based in Manila, Philippines, who informed me that the refund would be issued to my EBT card. This is incorrect, as the additional charges were made to my debit card, not EBT. EBT can only be used for eligible grocery items, while my cash funds are more flexible and essential for other expenses.
  
  Fry’s failed to protect me as a customer by allowing unauthorized items to be added to my order without any approval process or prior contact. Furthermore, this issue was not properly resolved. As a result, my bank account incurred multiple overdraft charges, totaling three fees of $35 each. This situation is unacceptable. My case reference numbers are ******** and ********. And I was told I needed to contact ********* myself to submit feedback regarding the delivery person.

  Business Response

  Date: 07/12/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience and distress that had caused to our customer. 
  
  Upon further review, we found a note from our Payment Department indicating that added a partial refund to the customer's back payment—****—in the amount $64.30(07/11/2025 15:17:40). We understand how important it is for our customers to feel confident and informed about their transactions. Please rest assured that we are working diligently to ensure all refunds are processed as quickly and smoothly as possible. Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience. 
  
  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 Answer

  Date: 07/12/2025

  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:07/10/2025

  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.

  To BBB,
  On July 6th, 2025, I attempted to purchase fuel at the ********** Kroger location using a new $50 ********** gift card I had received for my birthday. my first attempt at the pump, the card was declined. I then went explained to the clerk, who had me try the card two more time, also declined. As the card continued to fail, I ultimately paid with my personal debit card at a different pump filling my tank.
  Later I checked the gift card bal. online to understand why the transaction was not going through, the full $50 had been deducted and was showing as a pending transaction to Kroger, despite the failed attempts/no fuel being dispensed on that card.
  
  Confused/concerned, I called ********** Kroger and asked to speak w manager. I was told he was unavailable & given 1-800 # for “Mallory”, which turned out to be an automated line with no option to speak to live agent/resolve my issue. I then submitted a complaint through Kroger’s app c. service, only to receive a dismissive response “sorry” no help advising me to call the same # and “press option 4,” again led nowhere.
  Frustrated, I went to Mill. Kroger in person and spoke manager on duty, Freddie, who—despite my presenting clear proof of the unauthorized charge—told me he could do nothing.
  I then spent over 60 minutes on the phone w cus. service agents, being transferred btn depts 6times. Each rep claimed they could not assist eventually, the last person I spoke with disconnect. the call after saying to transfer me again.
  At this point, I have been charged $50 for fuel never received, was denied help both in person/over the phone, was left with no resolution or accountability from Kroger or its representatives. This situation is unacceptable, and from my perspective, Kroger stole$50 without delivering any product/service.
  I request an immediate investigation, refund of the $50, and explanation of how it will be resolved. also that steps are being taken to prevent this from happening to other customers.
  *** ****

  Business Response

  Date: 07/11/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Thank you for bringing this matter to our attention. We sincerely apologize to customer for the distress and inconvenience they experienced after being charged $50 for fuel that did not receive.
  
  Please know that this is not the experience we want for our valued customers. We have already forwarded the concern to our internal management team for thorough investigation and proper resolution. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.
  
  Thank you for patience and understanding while we work to resolve 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 Answer

  Date: 07/12/2025

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

  
  

  
  

  I received the email as pictured. Followed instructions. No resolution. As you can see in my response. I was told told they will “look into it” and “give me feedback” after calling the number provided … in addition to wasting another 50 min on hold. The customer service is crap. This should be an easy thing to fix and for a company like Kroger at that. I am sick over this just because it shouldn’t be that hard! 
  
  
  
  
  Regards,
  
  
  
  *** ****
  
  

  Business Response

  Date: 07/15/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. 
  
  We do apologize if the investigation taking too long regarding of the issue of the customer. Upon checking on the case, the case was already escalated to internal management teams and still conducting investigation and doing a deep dive with the issue to correct the problem.  We would greatly appreciate the customer's patience with this, and rest assured that the proper feedback and resolution will be shared once this is completed.
  
  Thank you for patience and understanding while we work to resolve 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
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 07/16/2025

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

  as of 11:36am I was refunded finally. I am disappointed it took jumping through so many hoops but at least I got my money back. 
  
  
  
  Regards,
  
  
  
  *** ****