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

  3483 Towne Blvd Franklin, OH 45005

• 

  The Kroger Company

  1415 S Byrne Road Toledo, OH 43614-2316

• 

  The Kroger Company

  2917 W Alex Bell Rd Dayton, OH 45459

• 

  The Kroger Company

  1600 S. Ohio Street Martinsville, IN 46151

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:12/07/2023

  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 have been trying for a little over a year now to get mailed coupons at my new address. I used to receive them monthly before I moved. I have updated my address several times. I have spoken with several different employees who claim that I should start receiving them and I have yet to receive them. I keep receiving coupons for the person that used to live here before me and they are not tailored to the items that I buy. This is getting to be absolutely ridiculous I have missed out on so many savings because of this and I would like to have my coupons again.

  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. Please elaborate on your complaint. 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 request the customer to please verify their complete mailing address in order to review the concern. Once reviewed, we will follow-up.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 12/12/2023

  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. I have not yet had a chance to respond to the business. So here is my response I moved a year ago submitted a change of address and I am not receiving my mailed coupons at my new address. I used to receive them once a month at my previous address. I have called customer service several times and they have assured me that they will come and they never have. I am only receiving coupons for the person that used to live here. My address is **** **** ****** ******** **** *****.
  
  
  Regards,
  
  
  
  ****** ******
  

  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. Please elaborate on your complaint. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience. 
  
  After carefully reviewing the customer's account, they changed their address last 04/21/2023 and whenever an information is changing specially the address, them receiving the mailing address will be affected. As for our mailing program, customer is unable to enroll with that program, this is not something the customer can sign up and it all depends on the shopping habits of the customer. If they continue with their routine, it will be then a basis of mailing coupon to be sent to them. I will be sending a notification to the department that handles this, but we can't give a definite time frame on when they will be getting it. Please let the customer know that this applies to all types of our customers.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 12/14/2023

  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. I have been waiting since June 2022 for my coupons. I changed the address at that time myself and have called several times since then. I am being cheated out of saving money and I want my coupons. 
  
  
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 12/17/2023

  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 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 sends our customers different forms of Best Customer Communications that include Kroger exclusive offers on Our Brand Products, coupons, recipes, and healthy tips. Each mailing considers the customers shopping history, which includes at least three months of consistent shopping with the use of Kroger's loyalty card as a must, as preferences, variety of items purchased, and shopping frequency are all inputs taken in providing our Best Customer Communications. We strive to send our customers offers that match them best and make them feel rewarded. If the shopping habits match the offers that we are sending that month, they could be able to receive Best Customer Communications.
  
  Regarding the address change, it can take 2-3 months for you to get mailings sent to their new address. We supply our printing company mailing information 8 weeks prior to each mailing date. Another point that we may check is that you may have been switched from paper to digital coupons. You may verify this on your end if you have received an email or communication that mentions “best customer.” This way you are getting digital offers instead of paper coupons.
  
  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: 12/19/2023

  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. It has been over a year since I first changed my address. My shopping habits have not changed at all within the last few years so there is no reason why I should not be getting the coupons in the mail.
  
  
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 12/23/2023

  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 at Kroger sends our customers different forms of Best Customer Communications that include Kroger exclusive offers on Our Brand Products, coupons, recipes, and healthy tips. Each mailing considers the customers shopping history, which includes at least three months of consistent shopping with the use of Kroger's loyalty card as a must, as preferences, variety of items purchased, and shopping frequency are all inputs taken in providing our Best Customer Communications. However, not all customers who are eligible are able to receive the LCM, MyMagazine, or other programs due to a variety of reasons such as coupon relevancy or inventory.
  
  Customers may receive offers through mail or email, depending on how digitally engaged they may be. Customers cannot opt in to receive these offers and they do not have the ability to choose one or the other (mail or email). These offers will be sent to Customers based on their engagement and response to what we send. If they respond better to paper coupons, then we will send them paper coupons.
  
  Your feedback is invaluable to us, and we want to express our gratitude for bringing this matter to our attention. Please be assured that your comments will be promptly relayed to the relevant team for a thorough review. 
  
  
  Regards,
  Kroger Co

  Customer Answer

  Date: 01/04/2024

  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.

  this is a lie because when I first started receiving coupons I had to call to request that they be mailed to me. Nothing has changed about my shopping habits in the last several years so that is not an excuse either. I was receiving coupons mailed to me monthly until I changed my address and then as soon as I change my address I never received them except for one time. I want my coupons back! This is absolutely ridiculous how much savings I have missed out on because there appears to be a glitch in your system.

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

  Business Response

  Date: 01/05/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your complaint. 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.

  Customer Answer

  Date: 01/05/2024

  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.

  I would like this case to remain open until Kroger has completed their review so they can respond. I would also like to know that the person who lived at my address before me is still receiving coupons there and was wondering if this could possibly be the reason why I am not receiving my coupons.

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

  Business Response

  Date: 01/07/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your complaint. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience. 
  
  After carefully reviewing the customer's account, they changed their address last 04/21/2023 and whenever an information is changing specially the address, them receiving the mailing address will be affected. As for our mailing program, customer is unable to enroll with that program, this is not something the customer can sign up and it all depends on the shopping habits of the customer. If they continue with their routine, it will be then a basis of mailing coupon to be sent to them. I will be sending a notification to the department that handles this, but we can't give a definite time frame on when they will be getting it. Please let the customer know that this applies to all types of our customers.
  
  We at Kroger sends our customers different forms of Best Customer Communications that include Kroger exclusive offers on Our Brand Products, coupons, recipes, and healthy tips. Each mailing considers the customers shopping history, which includes at least three months of consistent shopping with the use of Kroger's loyalty card as a must, as preferences, variety of items purchased, and shopping frequency are all inputs taken in providing our Best Customer Communications. We strive to send our customers offers that match them best and make them feel rewarded. If the shopping habits match the offers that we are sending that month, they could be able to receive Best Customer Communications.
  
  Regarding the address change, it can take 2-3 months for you to get mailings sent to their new address. We supply our printing company mailing information 8 weeks prior to each mailing date. Another point that we may check is that you may have been switched from paper to digital coupons. You may verify this on your end if you have received an email or communication that mentions “best customer.” This way you are getting digital offers instead of paper coupons.
  
  Customers may receive offers through mail or email, depending on how digitally engaged they may be. Customers cannot opt in to receive these offers and they do not have the ability to choose one or the other (mail or email). These offers will be sent to Customers based on their engagement and response to what we send. If they respond better to paper coupons, then we will send them paper coupons.Your feedback is valuable to us, and we want to express our gratitude for bringing this matter to our attention. 
  
  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: 01/08/2024

  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.

  It seems that I am getting messages from several different people in response to this at Kroger. I do not appreciate that because I have already received the above response and I already rejected it once. This is a flat-out lie first of all because when I initially signed up for coupons I called Kroger customer service and they signed me up for coupons so yes you can enroll in the program. I also changed my address before that it was actually in June or July of 2022 I changed it myself in the app. The date that you're seeing is when an employee changed it for me because nothing that I have done so far is working. This matter will not be settled until I start receiving my coupons that I was already receiving. This should not change just because I moved to another house. My shopping habits are still the same so therefore I should be receiving the same coupons. I have missed out on way too many savings since this has been going on and I will not stand for this I want my coupons. This has cost me a lot of money not getting my coupons. I do not want to receive coupons for the person who used to live here before me I want MY coupons!
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 01/09/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your complaint. 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.

  Customer Answer

  Date: 01/10/2024

  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.

  How long is it going to take? I am sick and tired of missing out on my savings! 
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 01/11/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your complaint. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience. 
  
  After carefully reviewing the customer's account, they changed their address last 04/21/2023 and whenever an information is changing specially the address, them receiving the mailing address will be affected. As for our mailing program, customer is unable to enroll with that program, this is not something the customer can sign up and it all depends on the shopping habits of the customer. If they continue with their routine, it will be then a basis of mailing coupon to be sent to them. I will be sending a notification to the department that handles this, but we can't give a definite time frame on when they will be getting it. Please let the customer know that this applies to all types of our customers.
  
  We at Kroger sends our customers different forms of Best Customer Communications that include Kroger exclusive offers on Our Brand Products, coupons, recipes, and healthy tips. Each mailing considers the customers shopping history, which includes at least three months of consistent shopping with the use of Kroger's loyalty card as a must, as preferences, variety of items purchased, and shopping frequency are all inputs taken in providing our Best Customer Communications. We strive to send our customers offers that match them best and make them feel rewarded. If the shopping habits match the offers that we are sending that month, they could be able to receive Best Customer Communications.
  
  Regarding the address change, it can take 2-3 months for you to get mailings sent to their new address. We supply our printing company mailing information 8 weeks prior to each mailing date. Another point that we may check is that you may have been switched from paper to digital coupons. You may verify this on your end if you have received an email or communication that mentions “best customer.” This way you are getting digital offers instead of paper coupons.
  
  Customers may receive offers through mail or email, depending on how digitally engaged they may be. Customers cannot opt in to receive these offers and they do not have the ability to choose one or the other (mail or email). These offers will be sent to Customers based on their engagement and response to what we send. If they respond better to paper coupons, then we will send them paper coupons.Your feedback is valuable to us, and we want to express our gratitude for bringing this matter to our attention. 
  
  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: 01/11/2024

  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.

  I am sick and tired of getting the same message over and over. Once again the message you have sent to me is a flat-out lie! Because when I initially signed up for the coupons I called Kroger customer service and they signed me up and voila I started receiving coupons. But now all of a sudden since I moved I don't receive them anymore. It has been over a year since I moved and I have only received coupons one time since I moved. I do not receive them digitally. They need to be mailed to my mailbox. Quit sending me the same message over and over! I want my coupons flat out! I'm tired of losing out on money because Kroger doesn't know how to do its job!
  
  
  Regards,
  
  
  
  ****** ******
  
  

• Initial Complaint

  Date:12/06/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order with Kroger online. Order Number: ******************** They delivered to my house at 5 PM today. But delivery was not complete with everything I had ordered. There was a coupon on the site that was applied to my order. There was a coupon for a buy one get one free Annie Chun's Japanese-Style Miso Soup Bowl. I contacted Kroger Support through the chat line that they did not include the extra soup to my order that was promised in my receipt. Spoke to ******* who said that Kroger failed to include the extra Annie Chun's Japanese-Style Miso Soup Bowl. ******* said that I would receive a $5 coupon on my next order. I said that is unacceptable because I don't live near a Kroger store and food must be delivered since there is no Kroger in my state or city of Georgetown Texas. I said it is nonsense because it will cost me $6.95 for shipping. So a $5 coupon just to pay $6.95 for a purchase makes no sense. It is not fair that their service did not honor my receipt and order and I have to end up paying more for their mistake. ******* said "Please save this case number (********) as your reference." I feel that I have been cheated by Kroger who failed to give me the soup as promised on my receipt. They failed in completing the order and now they want me to spend more money and get less product which isn't fair. I feel that my rights as a customer have been violated.

  Business Response

  Date: 12/07/2023

  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 bad experience regarding  your delivery order. This certainly isn’t the experience we want for our customers. We want your experience to be easy and convenient. 
   
  To make this right I have added another $5.00 credit to your loyalty account which has now a total of $10.00 store credit 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: 12/07/2023

  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:12/06/2023

  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.

  I contacted both customer service and the rep who completed my order to advised I was double charged due to krogers system glitch. I was advised via customer service I would have a refund within 4 business days. That was the day prior to thanksgiving. When I contact them at this point, the response is “you’ll just have to wait” when it’s THEIR issue that needs to be rectified

  Business Response

  Date: 12/07/2023

  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 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: 12/09/2023

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

   

  The company has given multiple conflicting responses regarding this issue. I have given them screenshots proving their error, the multiple times their rep kept canceling my order, and the incorrect amount I was charged in addition to the rep advising the refund. One of the responses was them saying they don’t provide refunds through customer service and for me to return to the store, when both the policy AND store clearly state the procedure to follow to correct said discrepancies in which I followed. So now they’re stalling for additional time when the initial time frame to fix the issue was 4 days, which is now turning into a month. Very much so against store policies and fraudulent activity on their behalf. 
  
  
  Regards,
  
  
  
  **** ***
  
  

  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. We deeply regret any inconvenience this may have caused. We understand the importance of promotions and the value they bring to our customers, and we are committed to rectifying this situation promptly. 
  
  To rectify this situation,  a refund request of $95.88 successfully submitted. Refunds generally take 5-7 business days to be credited to the original payment method. An email confirmation will be sent out when the refund is fully processed. Additionally, as a gesture of goodwill, $10 credit successfully added on the loyalty account. Can view or check the added Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section. It will be apply on the next purchase.
  
  Your satisfaction is of utmost importance to us and your feedback is invaluable, and we appreciate your understanding as we work to enhance our services. Thank you for your understanding.
  
  Regards, 
  Kroger Co.

• Initial Complaint

  Date:12/06/2023

  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 a delivery order in the Kroger app on 11/21/2023. My total included 34 items for a to $112.61. I was notified by my card holder that a transaction for $248.50 was declined due to fraud. I then received a message that now my order will not be delivered until the following day. When I went to the app I notice that a transaction for $361.11 was made and the delivery was completed but not to me. It was confirmed that the shopper combined orders and now my order of 34 was now 78. I contacted Kroger to have thee order cancelled and was advised on 11/21/2023 to allow 7-10 days for the $258.50 to be back on my credit card and $102.61 back to EBT. I contacted Capital One to inquiry on how they let the charge go through after I stated that it wasn’t me. Now we are at the 10th business day and I was advised by a Kroger agent that thee previous agent did not properly request for the refund to be processed and have to wait another 7-10 business days for the refund.

  Business Response

  Date: 12/10/2023

  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.
  
  After further review, a refund request has been successfully submitted last 12/06/2023 with case number ********* Refund request usually take 7-10 business days. 
  
  As a courtesy on what happened, I can also see that a $30 store credit has been added to the customer's loyalty card ending in **** last 12/06/2023 and was already redeemed 12/08/2023 for transaction Order #: ********************************. 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.
   
  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.

  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. Please accept our sincerest apologies for your experience.
  
  Please allow our Kroger Customer Relations Center to process the refund within the time frame 7-10 working days. Upon checking here refund was submitted last 12/06/2023 refund time frame is until 12/19/2023.
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
   
  Regards,
  Kroger Co.

  Customer Answer

  Date: 12/15/2023

  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,
  
  
  
  T**** *******
  

• Initial Complaint

  Date:12/06/2023

  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.

  November 20 2023 at 10 am
  Was buying groceries and had a gift card to go towards mdse, instead the clerk charged me for it and couldn't get off of made so bill 68.90.
  Took to me another register and rerung order which came to 45.36 minus gift card made it 25.36.
  Wanting get back the 68.90, since they charged me twice.
  Clerks name is *****, my Kroger's card number is * ***** ***** *.
  Case # ********* First 4 numbers of debt card is **** last four ****.
  This store is in ************ Illinois 61523. Didn't give me orginal receipt.

  Business Response

  Date: 12/07/2023

  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.
  
  After further checking, a refund was already submitted last December 5, 2023. Please be advised that the bank process may take 7-10 business days. For your reference the case number for the refund was *********
  
  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: 12/14/2023

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

  Problem:
  This is regards to case#********* Still have not received refund back on debt card. The only response I have received from krogers that refund was processed on the 5th of December. This is unacceptable customer service, this has been in process for to long. When original overcharge was done on the 20th of November. Thank you **** ********** Krogers case # they have me is ********
  
  
  Desired Resolution:
  Refund
  
  

  Business Response

  Date: 12/17/2023

  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.
  
  I understand that this may be very difficult for the customer, as per the last response the refund was processed last Dec. 06, 2023, and our refund process may take 7-10 business days and may differ on the situation. However, to further check into this to come up with the resolution as soon as possible, I will be sending a follow up to our Refund Department. 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: 01/03/2024

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

  This is regards to case # ********
  Still have not received for $68.80 back on debt card. 
  This was been going on since the 6th of December
  Overcharge was done on the 20th of November. 
  Thank you
  **** ********** 
  
  

  Customer Answer

  Date: 01/03/2024

  Wanted you to know this problem was resolved on
  December 26th 2023.
  Thank you
  **** ********** 

• Initial Complaint

  Date:12/06/2023

  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 ordered a grocery delivery through Kroger's app to be delivered on 11/20. My shopper (Karen S) checked out at 10:57 and I received that text that said I would be notified when she was on her way. After waiting for 1 hour, I texted her with no response at 12:00 (asking if she was on her way), and again at 12:20. After still no response from Karen I called Kroger customer service at 12:30. I was then put on hold for 30 minutes while Kroger customer service called ********* (who had Kroger on hold). When I asked the Kroger customer services rep what the issue, I was told dismissively, "You need to speak with *********". I was then transfered to one of the rudest jerks that I have ever interacted with in my entire life named Josue at *********. He then preceded to tell me multilple lies: 1. that my shopper attempted to deliver, 2. that I wasnt home and was lieing and finally that another ********* rep had "miscoded the shopper contact and that the shopper had car trouble and my order was rescheduled for 11/21 at 8:00". I told him that was not acceptable as I would be not be home and second and most important WHERE ARE MY GROCERIES??? He then kept telling me he would fix the situation and could send another shopper back out, but I would have to pay the express fee. He told me I could call customer service and ask for the express fee to be waved. So then another shopper started shopping. After an hour of her shopping, when she tried to check out, the bar code that was assigned to my stolen order would not work because Karen S had a already redeemed it. So after multiple calls and complaints to kroger and *********, my second order was cancelled. I then asked for a refund for my $325.03 since it became obvious that Karen S stole my groceries. After receiving no information and being put on hold, I again called at 7:15 PM, and again requested a refund. I was given the case # ******** and was told I would have a refund in 5-7 days. I have never received my refund (after 14 days).

  Business Response

  Date: 12/06/2023

  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 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.
  
  After further checking previous agent failed to submit the refund request, reason why customer failed to get the refund. For now, we ask again to the customer to allow the bank to process refund within 7-10 working days since refund successfully submitted. Customer can use this reference number ******** confirmation about the refund. We have added a credit to the customer's loyalty account to be used towards their next in-store or on-line purchase.
  
  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:12/06/2023

  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.

  I have placed a few EBT delivery orders through the app. Once my order is delivered it cancels my payment (tipping the driver, I paid for a boost membership separately) and 1-2 days later it will update to a crazy amount that was never authorized I was told they use my debit card for a back up payment method in weighted items and substitutions. However this particular last order received, nothing was substituted or a weighted item. The before and after totals matched (on my ebt card and a $2 tip) until early this morning it updated adding an additional $8. I have contacted my bank multiple times who can no longer do anything do to the fact it’s happened at least 3 times in the past week alone I have contacted Kroger customer service who only offered to give me a reward on my KROGER card instead of my DEBIT card where it was taken from I would like them to refund all of the transactions made through my debit card and to report them as a fraudulent business. No other grocery store updates the payments to the debit cards. I would not be using a EBT card if I had funds to just throw away on whatever. I am highly upset and disappointed. I’m a single mother of 2 and Kroger has continued to take the last of our money, leaving us officially in the negative with our bank account. I have attached just a few of the documents showing the pricing changes.

  Business Response

  Date: 12/07/2023

  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 are deeply sorry about the experience that is never something we would expect for our customers.  
  
  We understand that things could be frustrating and we don't mean that the customer experience something like this. Please know that when they use EBT card for their online orders before checkout, they will be asked for your PIN because it means they are only authorizing a specific amount before they place the order. For example, before submitting the order the amount that they expect to be charged on their EBT is $50 then when it is already completed if there are changes such as, quantity changes, substitutions or added items that will be over the initial authorized amount, those will be charged on their back up card. It is because we can't charge more than what the customer only authorized on their EBT since it has PIN.
  
  As for the customer's concern on their recent order, as she stated that has no substitutions will be checked to identify on what could be the problem on the order. For us to come up to a better explanation and resolution we will need more information. Kindly have the customer provide the following:
  
  *Order number
  *Total amount of the order
  *Amount she is only expecting to be charged to their back up.
  
  We thank the customer on helping us with this. Their comments have provided us the opportunity to evaluate, address and correct this matter.
  
  Regards,
  
  Kroger Co.

  Business Response

  Date: 12/07/2023

  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 are deeply sorry about the experience that is never something we would expect for our customers.  
  
  We understand that things could be frustrating and we don't mean that the customer experience something like this. Please know that when they use EBT card for their online orders before checkout, they will be asked for your PIN because it means they are only authorizing a specific amount before they place the order. For example, before submitting the order the amount that they expect to be charged on their EBT is $50 then when it is already completed if there are changes such as, quantity changes, substitutions or added items that will be over the initial authorized amount, those will be charged on their back up card. It is because we can't charge more than what the customer only authorized on their EBT since it has PIN.
  
  As for the customer's concern on their recent order, as she stated that has no substitutions will be checked to identify on what could be the problem on the order. For us to come up to a better explanation and resolution we will need more information. Kindly have the customer provide the following:
  
  *Order number
  *Total amount of the order
  *Amount she is only expecting to be charged to their back up.
  
  We thank the customer on helping us with this. Their comments have provided us the opportunity to evaluate, address and correct this matter.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:12/05/2023

  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.

  I went into the store and made a purchase and the coupons were not taken off. At check out the cashier was rather rude asking about a facial expression. I had a digital coupon and a 10
  Off grocery mailed coupon. When I called in I was told to comeback to the store I don’t have the coupon the cashier took it. This is frustrating.

  Customer Answer

  Date: 12/13/2023

  This is a copy of the receipt requested from my app

  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 carefully reviewing the customer's purchase from Dec. 04, 2023, most of the digital coupons and offers from weekly ad were applied for the item that they purchased. Customer was able to redeem their store credit worth $60, but there are no paper coupons detected that were scanned for the transaction. On Dec. 5, 2023, the customer was able to speak with one of our representatives and a supervisor, which they advised them to communicate with their local store about it since this is also an in-store purchase. 
  
  Some days and times we are able to make something on our end, however it has been observed that customer already reached the maximum limit in receiving store credits that is why the supervisor also told them to have it checked by the store. We are really sorry for the inconvenience this has caused them, but rest assured that their overall experience will be shared to the internal management. This has 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:12/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  why and when did harris teeter become so horrible to customers? my friend and i were shopping together and one of us did not have an HT evic card. the cashier/manager said that HT does not allow the employees to scan a "store card" to provide the weekly sale prices to people without an HT evic card. YOU are forcing people to provide personal information, their driver's license, phone number, etc., which is incredibly unethical and flat-out wrong! the employee also said someone else / friend could not use their phone number to ring up the order either! many people are tired of being victims of identity theft and this happens because stores like HT love to use data mining and collection and selling for extra profits. also, stores like yours do not have enough digital security to protect people's personal information, so you should NOT be collecting it to begin with!
  
  also, i unknowingly purchased expired products and now i have to throw them away. i noticed the day after my shopping trip there were past due expiration dates on my items. why is the store allowed to sell spoiled food? i don't have time to return to your stupid store to get a refund. the items were disposed of and now i have to go to another store to buy them again. why do i have to spend extra time to make sure your store does not sell me bad food? i can't see the tiny expiration dates on all the items. people pay you to keep things properly stocked and that includes removing expired items!
  
  disgusting!

  Business Response

  Date: 12/05/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your complaint. 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 better serve you and move towards a resolution we need more information to locate your purchase such as loyalty card number or alternate ID use for the purchased, order ID or receipt reference number, cashier and register number on the receipt, complete store address, date and time of incident, in order to review your concern. Once reviewed, we will follow-up. Your response will be highly appreciated.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 12/05/2023

  ht did not answer my question about why evic cards are mandatory to make a purchase   Also no refund was provided for th expired products and I have a receipt but this system will not allow jpeg format.  Ht should provide a direct email so I can share the receipt.   Here is the info 12/03/23 04:12pm *** * *** ****

  Business Response

  Date: 12/07/2023

  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.
  
  As of this moment I'm unable to answer the customer as she has not provided the information we needed so that we can have the issue escalated to Harris Teeter's internal management. The provided number (*** * *** ****) is not showing anything on our records. To better serve the customer and move towards a resolution, we need the store's address and if possible if the customer can provide the name of the employees that she had an encounter with. Once reviewed, we will follow-up and or the appropriate department will get in touch. Your response will be highly appreciated.
  
   
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 12/14/2023

  I have tried to send you the receipt copy but this system does not take jpeg format.  Harris Teeter failed to provide an email address so I could send the receipt to them.  I provided you with the receipt info listed at the bottom of the receipt.   Here it is again  12-3-23  at 4:12 pm   *** * *** ****     how will i receive my refund?

  Business Response

  Date: 12/18/2023

  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 sincere apologies for the challenges you encountered during your visit to our store. Your satisfaction is our top priority,
  
  Rest  assured your concerns will be thoroughly reviewed and forwarded to our internal management team for immediate attention and resolution. We are committed to addressing the issues you raised and implementing necessary improvements to enhance the overall customer experience. We want 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 understand the importance of providing a positive and seamless shopping experience, and we appreciate you bringing this matter to our attention. Your feedback is invaluable in helping us identify areas for improvement, and we are dedicated to taking the necessary steps to ensure a more enjoyable experience for all our customers.  Thank you for your understanding and we look forward to the opportunity to serve you better in the future.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 12/18/2023

  The store still has not provided a refund or any type of assistance for selling me the expired bad products. I don’t understand why it would take so long and so much trouble to fix the simple problem. I provided the receipt and photos of the expiration dates on the items. I guess they just like to take peoples money and make them sick with the expired products. ????????

  Business 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 the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincere apologies for the challenges you encountered during your visit to our store. Your satisfaction is our top priority,
  
  Upon further review your concern have been forwarded to our Upper 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: 01/04/2024

  if you are going to sell items that are about to expire, you should clearly mark them as clearance and deeply discounted. I sometimes see those stickers in the meat dept. 
  

  it is bizarre that I had to complain to you about the expired drinks and then two weeks later I again found the same kind of drinks on the shelf and those were past a different expiration date also.   
  

  you should investigate why this store is receiving items like this. I went next door to target and bought the same drink and its expiration date was a month away. Why is Harris Teeter buying and stocking old drinks? Don’t you check the dates when you receive them off the trucks?  Is your distribution company giving you old products? 

  Business Response

  Date: 01/07/2024

  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 sincere apologies for the challenges you encountered during your visit to our store. Your satisfaction is our top priority,
  
  Please be advised that your concern have already been forwarded to our Upper 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:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Kroger boost in April of 2023 to take advantage of the delivery services for groceries. Since then, I have had consistent issues of being charged for items that I do not receive. Sometimes these are items that I ordered, but we also sometimes get charged for items that we never ordered and never received. I used to be able to easily request a refund through the Kroger app, but that option has gone away in the last few months. In order to request a refund now we either do a live chat or call to customer service. The experience with live chat has been horrible - they prematurely end our chats, drop calls, etc. It seems as though they have flagged our account and are now providing sub-par customer service. It has become very difficult to get refunds when there are errors in how much we are charged. I recently called about a particularly bad order and requested a refund on our membership (we paid for a year that will expire in April of 2024). I was denied that refund. I’m at the point now where I do not want to use the service again because I know it will cause a headache having to deal with customer service. I want my money back for the delivery service, but Kroger is not cooperating.

  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 understand the importance of providing timely and efficient service to our valued members, and we sincerely apologize for any inconvenience this may have caused you. 
  
  Upon review, it has come to our attention that your  Boost membership cancellation request falls outside of the permissible window for membership cancellation, which is within 7 days of enrollment. Unfortunately, as more than 7 days have passed since the initiation of your membership, we are unable to process the cancellation at this time. We recognize that this may not align with your expectations, and for that, we sincerely apologize. To express our regret for any inconvenience caused, a $20 credit added  to your loyalty account. Can view or check the added Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section. It will be apply on the next purchase. 
  
  Your feedback is invaluable, and we appreciate your understanding as we work to improve our services. Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
  
  Regards, 
  Kroger Co.

  Customer Answer

  Date: 12/18/2023

  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.

  1) I do not feel the amount of credit offered is reflective of the poor quality of the service, nor is it reflective of the amount of time I have had to spend to get Kroger to refund items that I did not order or receive, but was charged for. This is essentially theft. Kroger has also removed a feature in the application that allows for easy refund requests, making it unnecessarily difficult to recoup my money when it is stolen. 

  2) The account credit that was offered by Kroger is not showing in my account. 

  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 12/20/2023

  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 understand the importance of providing timely and efficient service to our valued members, and we sincerely apologize for any inconvenience this may have caused you.
  
  Rest assured your comments have been forwarded again to our Upper management teams for further review. To view or check the added Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section. It will be applied on the next purchase. 
  
  Your feedback is invaluable, and we appreciate your understanding as we work to improve our services. Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.
  
  Regards, 
  Kroger Co.