Business Profile
Grocery Store
The Kroger CompanyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,677 total complaints in the last 3 years.
- 536 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/12/2023
Type:Product IssuesStatus: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 been waiting on my refund from Harris teeter Raleigh road parkway in ****** ***** ******** since December 3 Rd $177.81 back on my EBT card because order was returned because they couldn't find my apartment this is ridiculous and unexpected period my name ****** ****** *************************** ************ * want my refund ASAP I need my EBT next is small claims court here is order #******************* for Harris teeter instacart orderBusiness Response
Date: 12/14/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
Regards,
Kroger Co.Initial Complaint
Date:12/12/2023
Type:Sales and Advertising IssuesStatus: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 hope this letter finds you well. I am writing to bring to your attention a matter of significant public concern involving potential unjust profits and false advertising practices at Kroger stores within our state.
It has come to my attention that there exists a systematic problem affecting consumers in our community, particularly those who frequent Kroger stores. There appears to be a notable disconnect between Kroger's corporate policies, as communicated by their Customer Service Hotline (and confirmed by Ms. Victoria B****, the Division Customer Experience and Financial Products Manager), and the actual practices observed in local Kroger stores.
The process of rectifying pricing errors is troubling. Kroger stores require individuals to wait in line at the customer service desk, often with minimal staffing, only to experience a slow and inefficient process. Employees take their time locating the item, searching the store for the correct price tag, and then reluctantly offering the price difference after wasting 10 to 15 minutes of the customer's time.
According to Kroger's official corporate policy, customers are entitled to compensation if an item scans higher than the shelf tag. This compensation includes a free item or a $5.00 Kroger Gift Card. Despite explicit confirmation from Ms. B**** that the item should be free up to $5, local Kroger stores consistently refuse to honor this commitment.
What is particularly alarming is the revelation from some employees that they've been short-staffed, leading to a lack of prioritization in updating price tags. Additionally, despite Kroger's capability to track customer purchases through its Plus loyalty card, there is no proactive effort to refund customers who have been overcharged.
These practices not only undermine the trust of consumers but also suggest a potential pattern of unjust profits and false advertising, as customers are not receiving the benefits promised by Kroger's publicly-stated policies. Moreover, there is a concerning lack of incentive for Kroger to correct itself, as they can overcharge all customers except those who are willing to spend their own time standing in line for a price correction.
The frequency of inaccurate pricing is alarming. I have experienced typically 2 to 3 items ringing up higher than a shelf price on an average of 20 to 25 items purchased, almost every week.
Thank you for your time and attention to this pressing issue. I eagerly await any updates on the steps your office may take to address these concerns.Business Response
Date: 12/14/2023
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.
We do appreciate the customer for bringing this to our attention and to hear our valued customer's feedback and experience from our stores. After carefully reviewing the customer's comments, about the overcharges on sales prices, on our end we carefully check and verify the sale prices, promo and coupons before we decide if it is valid or not for the purchase. About the scan right policy, it may depend on your location, but it is almost that same, as long as it is already scanned and the employee insisted on getting the correct price, the policy should be then followed. As for the issue with the staffing and long lines, we will make sure to send this as well to the internal management for them to rectify the issue.
Rest assured their comments have been forwarded to our internal management teams. 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.
It may also help us if the customer can provide us their loyalty card number if available and the store's location they had those experience.
Regards,
Kroger Co.Business Response
Date: 01/10/2024
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.
Policy for items ringing up a different price at checkout than what is tagged on the shelves for the Atlanta Division states that for items that scan higher than the shelf tag price, one of the items would be free, not to exceed $5.00. For any item $5 and under, we will accept the customer’s perception on pricing for the item. If an item is $5.01 & over and scans higher than the shelf tag, customers will receive the item/s at the shelf tag price and one $5.00 Kroger Gift Card. This excludes alcohol, tobacco and other items restricted by law. All additional like items will be rung up at the lower price. For instances that a customer discovers a discrepancy after leaving the checkout lane, they may approach the Customer Service Desk to be assisted. We do understand that the lines could be long on our customer service desks, we are diligently working regarding this, and the customer have the option to call our customer service hotline to be further assisted regarding the inconvenience.
Rest assured their comments have been forwarded to our internal management teams. 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 Answer
Date: 01/11/2024
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
Date:12/12/2023
Type:Service or Repair IssuesStatus: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 am retired older person, when I get beer at my local Fred meyers store I am asked for my driver license. I don’t have a problem showing my license , I have an issue with it being.scanned , I was told by a employee that if they do not scan my license and the cameras videoing this transaction pick it up they can potentially get fired. Asking me to see my license to verify my age should suffice,anything beyond that is an infringement and needs to be stopped!Customer Answer
Date: 12/13/2023
The Fred Meyer Store is in **** ******* , WA. I will give no names out in fear of retribution.Business Response
Date: 12/15/2023
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 a chance to properly address 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 further checking issue is about the Alcohol sales policy. Please allow us to provide information regarding this.
Cashiers will scan the back of the Customers ID at checkout. Data is not stored in our computer systems at all. This is done to speed up the checkout process and reduce the number of typos when entering dates of births. If Customers do not feel comfortable with the store scanning their ID, they can request that the cashier manually enter their date of birth instead.
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 CoInitial Complaint
Date:12/11/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged twice for a membership that I didn't sign up for. I called and requested a refund and was advised I would be receiving a refund within 7 to 10 days for the membership. However, they will not be covering the overdraft charges. The total is $14.98. I'd like that refunded and a complimentary credit for the 5 hours of time spent regarding the credit.Business Response
Date: 12/13/2023
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 a chance to properly address customer’s concern with the assistance of the BBB.
After review, it shows that your refund has been processed, and previous representative add the $30.00 credit on the account and one of the supervisors advise that the other charge on the account is only a pending charge and will fall away. In regards with the overdraft charges please accept our apologies that we don't have a way to process refund for that. However, like I mention that the $30.00 is already added on the account for your next purchased.
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.
Regards,
Kroger Co.Initial Complaint
Date:12/11/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 2, 2023, I shopped at Pick and Save. Prior to shopping at Pick and Save I went online and selected many digital coupons. One of the coupons was for butter at 1.99 per 1lb box, with a maximum of 5. I bought 5 of them. When I arrived home I noticed that I was charged 3.99 per pound for the butter. I open a complaint with Pick and Save for the over charge. I have included all the responses in e-mail of me trying to get my $10.00 back. I have repeatedly requested that the overcharge be put on my credit card. They keep telling me that I have a $10.00 credit. I tried to use the credit multiple times per their instructions and no credit has shown up at the register or in my account that I can access on my computer. I have taken pictures at the register and sent them the pictures showing what I see at the register. Their customer support keeps telling me to use the credit at the register. I have expressed my frustration with the situation, and they said they doubled the credit. It does not do me any good. The credit never shows up anywhere. I have attached e-mail between me and customer support.
I seriously doubt that I will be doing any shopping at any Kroger Food Stores in the future. I want my money refunded to my credit card for the over charge.Business Response
Date: 12/13/2023
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 in giving us a chance to properly address 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 meticulously reviewed your account with us and found that you were mainly using three shopper cards that ends in ****, **** and **** *espectively. Shopper card ending in **** was tagged as lost and stolen on our end as per report on a recorded case number ******** on August 2, 2023, at 2:46 PM EST. This card number is linked to another shopper card ending in **** with alternate ID ********** which was last used on November 29, 2023. This shopper card is tied altogether by a digital account with email address [email protected]. Shopper card ending in **** is linked to an alternate ** ********** which was last used on November 29.2023, with a digital account under the email address *******************. These two accounts are not linked to each other and as of writing the $20 credit is under the email address *******************. You can view your Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section. We have to ensure that we are entering the details of the correct account with the store credits to access and use them.
We fully understand the frustration that led to the request for the overcharge to be refunded to the original mode of payment however, seeing that the purchase on September 2, 2023, was an instore purchase as per our policy, we provide credit for any item level concerns and adjustments that may occur. We have also escalated a ticket to be forwarded to the proper department to really dissect the root cause of the reoccurring store credit redemption issues on your end. You can be certain that as soon as we have the update on this, we will send you a word.
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 CoBusiness Response
Date: 12/22/2023
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 in giving us a chance to properly address 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 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.
Regards,
Kroger Co.Customer Answer
Date: 12/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:12/11/2023
Type:Product IssuesStatus: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 11/29/2023, I placed an online delivery order through the Kroger app (using my Boost membership). The shopper charged four 6 packs of Coke to my order. After trying several times to get through the Customer Support, I finally got a helpful rep who had to manually process the refund (I tried several times to request refund online but just got this vague, unhelpful message that it couldn't be done). On 11/7/2023, I received an email saying that the refund was processed but it was only for $12 and did not include the $2.40 for the bottle deposit (.10 cents in MI). Also, it's 12/11/2023, and the refund has still not landed in my bank account. It's really unfair that I have to pay, both money and energy, for the shopper's mistake. And I really don't understand why it's taking so long for my refund to update to my account. I am currently unemployed and living off of unemployment insurance, so every dollar counts for me.
I am requesting that my refund to be issued IMMEDIATELY to my bank account and to include the $2.40 bottle deposit. I should not have to wait any longer. My patience with Kroger is running very thin.Business Response
Date: 12/12/2023
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 a chance to properly address customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.
For the refund that was submitted last December 2nd, we already made a follow up from our accounting department. We will keep you posted in any updates. And for the $2.40 that was charged for the bottle deposit, I am pleased to add a $5 credit to your loyalty account that is good as cash. 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.
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 helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.
Regards,
Kroger CoInitial Complaint
Date:12/11/2023
Type:Service or Repair IssuesStatus: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.
My complaint is with The Kroger Pharmacy located at: **** ***** **.
Mechanicsville, VA. ***** Phone *** *** ****
Recently (11-28-23) I tried to get a prescription filled. One for which I have had filled at this pharmacy previously for several years. The prescription was for 7 boxes of Accu-Check Softclix lancets and 7 boxes of Accu-Chek Aviva Plus test strips. I am a Type 1 Diabetic whose blood sugar control is very difficult. I need to test my blood sugar 7 times a day as approved by my doctor to maintain reasonable control. This is a service (quantity) of items which has been covered by Medicare for years.
When I tried to refill the prescription recently the new pharmacist (Mike E****** #505) refused to sell me the full prescription of 7 boxes. He would only provide 6 boxes. This means that I will run short of the items before the 90 day refill date. He refused to do it claiming that his Medicare instructions restricted him to only 6 boxes. When I tried to tell him that Medicare has approved my prescription and will cover the cost of the items he broke out into a very aggressive, insulting and condescending tone of voice. I’ve been a long time customer of Kroger. Does this man represent Kroger’s value of their customers? If so why would I continue to shop there?
Yours truly,
***** *******
My Address: My phone: *** *** **** **** ***** **** *************** ** *****Business Response
Date: 12/11/2023
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.
Rest assured your comments have been forwarded to our internal management teams. 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.Initial Complaint
Date:12/11/2023
Type:Service or Repair IssuesStatus: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 lead of Starbucks has been harassing coworkers to the point where if someone has to call in sick she says it’s their fault and that they are screwing everyone else and that they need to communicate better even if they call in first thing in the morning or as soon as they find out they can’t work, she is also extremely rude and unprofessional towards customers even going as far as to become a health hazard and mixing things into their drinks or handling their food with her bare hands, there’s been two managers from similar stores that have told the store that she is a risk to keep hired and should be fired but the business has refused to take any action against her.Business Response
Date: 12/12/2023
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 in 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 at Kroger express great value on integrity, diversity, safety, honesty, inclusion and respect. We believe in an associate-first culture, built on collaborative, diverse communities that thrive together. We genuinely care about each other, giving back and helping out. Though this may not go 100% at all times as conflicts are inevitable, we want our associates to feel inspired and empowered. Starbucks is under a separate management from Kroger and rest assured if this is feedback for one of our associates, this will be forwarded to our store leadership for review. It will be best to send the feedback to the proper management team and this will be Starbucks.
We appreciate your understanding of our policies and your cooperation in maintaining a fair and equitable system for all users. Our goal is to provide the best possible experience, and we hope to find a resolution to any concerns you may have.
Regards,
Kroger Co.Initial Complaint
Date:12/10/2023
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Kroger will not deliver any of the affordable cuts of beef. They have restricted "*********" delivery to the most expensive cuts of beef, unfairly harming the elderly and disabled by denying them delivery of beef cuts they can afford. Kroger will only deliver ribeye steaks, New York strip steaks, or sirloin steaks, but have marked top round, bottom round, and chuck and chuck eye steaks as "in store ONLY." It is immediately clear that they have done so in order to make more money at the expense of those least able to travel to the store in person.
I have spinal arthritis - degenerative disc disease - and cannot shop "in person." I rely on Kroger to deliver my groceries. But I cannot afford steaks at $15.99 and $16.99 a pound. But the affordable steaks at $8.99 and $9.99 per pound are DENIED a delivery option, despite being part of a larger order.Business Response
Date: 12/11/2023
Response to BBB:
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.
Here are some of our terms and conditions regarding product availability for online orders:
• Due to high demand, some types of products currently have quantity restrictions. For example, “Limit 3 diapers” means you can mix and match sizes, types, and brands, but can only buy 3 packs of diapers total. Some items may be unavailable and/or substituted.
• The website does not necessarily reflect current stock in the store. If an item appears on the banner site or mobile app, this does not mean the store has this item in stock. we will do our best to fulfill the item and select a suitable substitute if they choose to allow subs on an order – in the event an item cannot be fulfilled or subbed the customer will not be charged.
• Alcohol availability varies by division, county, and by store. This is based on the alcohol policy at the store and is handled at the store managers discretion.
Mobile App Customers who have Alcohol in their cart will be asked if they are over the age of 21 and be required enter their Date of Birth (DOB), via a pop-up window.
In-Store Only
Items on the banner site or mobile app may be listed as In-Store Only or Not Available for Delivery. This means that the item is not sold online and is only available in-store. There are multiple reasons why a product can show as In-Store. It could be an inventory issue, it could be a restriction issue, or the items can include prepared or hot foods and larger items like grills or patio furniture. We list all available items because Customers may want to see everything that is available at their local store and potentially add those items to their In-Store shopping list.
Delivery Only
Delivery Only Items on the banner site or mobile app may be listed as Delivery Only. This means that the item is not available for Pickup or In-Store orders. Delivery orders have their own assortment based on items that can be found in our Fulfillment Centers and 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 a Delivery order.
Pickup Only
Pickup Only Items on the banner site or mobile app may be listed as Pickup Only or Not Available for Delivery. This means that the item is not available at all locations that we offer Delivery but may be available at a store where we fulfill Pickup Orders. We list all available items because Customers may want to see everything that is available for different modalities and potentially add those items to a Pickup order instead of Delivery.
Unavailable Items
Products that have been added to the cart may show as an unavailable item when they check out. This mostly occurs if a customer adds an item from one banner (ex: Kroger) and then checks out using a different banner (ex: Fred Meyer). This will cause the item to show up as unavailable since that specific product is not sold in that store location (ex: sold in Kroger but not Fred Meyer).
We appreciate your understanding of our policies and your cooperation in maintaining a fair and equitable system for all users. Our goal is to provide the best possible experience, Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
Regards,
Kroger Co.Customer Answer
Date: 12/11/2023
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.
This is a canned, cut and paste statement of policy. Not an answer to my complaint. It is also a lie. "Product availability" has absolutely no bearing on Kroger's refusal to deliver less profitable meat to their customers. There is never a time when the Kroger meat department is out of round and chuck steaks. This reply is not only wrong, it is insulting. I have also forwarded this complaint and concern to the **** state attorney general.
Regards,
**** *****Initial Complaint
Date:12/09/2023
Type:Service or Repair IssuesStatus: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.
Complaint Report - Incident at Kroger (Store: **** ********** ***** ******** *** ***)
Date: December 9, 2023 Time: 10:30 AM Location: Kroger, **** ********** ****, *******
I am writing to express my deep dissatisfaction with the service I received from a Kroger supervisor (Destiny) on December 9, 2023, at the store located at **** ********** ****, *******, at approximately 10:30 AM. On this date and time, I encountered a price mismatch issue concerning two boxes of ***** *** Pinot Noir. The price marked on the cabinet from which I took the wine boxes was $17.99 per box, and I was charged and paid $18.99 per box.
When I approached the supervisor on duty, whose name is Destiny, I expected a professional and customer-oriented resolution. Unfortunately, the encounter unfolded in an extremely disappointing manner. The supervisor adamantly refused to address the price discrepancy, asserting that it was against the law for her to reimburse me the difference. I found this response perplexing, as price adjustments for mismatches are a standard practice in retail and are meant to uphold customer satisfaction. The supervisor's claim that such an action would be illegal raises serious concerns about the store's adherence to consumer protection laws. Moreover, despite my request for assistance, the supervisor displayed a lack of willingness to resolve the issue. When I sought to escalate the matter by asking for the store manager, she obstinately refused to help me page the manager. This obstruction further compounded the frustration I was experiencing as a customer seeking a fair resolution. To my disbelief, the situation escalated when the supervisor, without justification, threatened to involve the police. This threat was not only unwarranted but also created a distressing atmosphere for me and other customers present. It is essential to emphasize that this incident was a simple price mismatch that should have been handled with professionalism and courtesy, rather than resorting to unnecessary threats. The behavior exhibited by the supervisor was not only unprofessional but also unacceptable in a customer service setting. It is disheartening to encounter such resistance when seeking assistance for a legitimate concern.
Fortunately, with the help of other Kroger staff, I was able to locate the store manager, Bobby, who kindly apologized and refunded me two dollars. Bobby, the store manager, has to be commended for handling this issue from a customer’s perspective.
As a loyal Kroger customer, I expected a level of service that aligns with the values of the company and promotes positive customer experiences. In light of the aforementioned, I kindly request a thorough investigation into this incident. I believe it is crucial for Kroger to address and rectify the supervisor's behavior, ensuring that such incidents do not tarnish the reputation of your esteemed establishment. Additionally, I seek a formal apology for the distress caused and a commitment to reevaluate customer service training to prevent similar incidents in the future. Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution.
Sincerely,
*** ******** *** *** ****** ******* ** ******* ******* ********** ****** **********************Business Response
Date: 12/11/2023
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.
To make this right I have added $30 credit to your loyalty account that you can use on your next purchase. I am deeply sorry for any inconvenience this may have caused. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.
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.
Regards,
Kroger Co.Customer Answer
Date: 12/12/2023
Better Business Bureau:
I am writing to express my sincere appreciation for the
prompt and effective resolution of my recent complaint, ID ********, filed
against Kroger Co. I initially brought forward an issue regarding a price
mismatch and the uncooperative behavior of a supervisor named Destiny.
The company’s swift intervention played a crucial role in
ensuring that my concerns were addressed in a satisfactory manner. I am pleased
to acknowledge that Kroger Co. promptly attended to the matter, and I now
consider it satisfactorily resolved. I want to extend my gratitude not only for
the resolution of the specific issue but also for the efficiency and
professionalism demonstrated by the Better Business Bureau throughout the
process. Your organization's commitment to ensuring fair and just business
practices is evident in the timely attention given to consumer complaints.
While my initial intention was not to seek additional
credit, I am pleased to note that Kroger Co. went above and beyond to address
the situation. This responsiveness reflects positively on their commitment to
customer satisfaction, and I am genuinely appreciative of their efforts in this
regard. Your role in facilitating communication between consumers and
businesses is invaluable, and I commend the Better Business Bureau for
upholding the principles of fairness and accountability. Your dedication to
fostering positive relationships between consumers and businesses contributes
significantly to the integrity of the marketplace.
Thank you once again for your assistance in resolving this
matter promptly and effectively. Your commitment to consumer advocacy is truly
commendable.
Sincerely
*** ******** ***
*** ****** ******* ** *******
*******
**********
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