Business Profile

Grocery Store

The Kroger Company

This 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

1,675 total complaints in the last 3 years.
543 complaints closed in the last 12 months.

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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:12/02/2023
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.
An order was placed online through the frys app and they charged my card twice for the same amount and for the same transaction I contacted them several times through email on the phone I was told several different things once that they would refund me then another that they didn't charge me twice but I sent them screen shot of them charging me twice from the account they charged twice the charges were done mins apart from each other this happened back in July and never heard from them again
Business Response
Date: 12/03/2023
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 really apologize about what happened with the customer's online order and that it took us long to review it. The customer is not the account holder and every time they contact different information were given that resulted to having difficulty tracking the issue. 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. I will be sending a follow up to our Escalation team to further check about eh transaction that shows double charge in the customer's end.

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: 12/03/2023
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,

******** ***** whenever I called i gave the account info and the information of the order the only reason thr was confusion was because I would always get a new person that I had to explain all over again and it sounds to me like I'm being blamed for thr way of handling this and for as long it has taken I have several emails from different people but what I told them was always the same so I don't understand the confusion if all the information was give it shouldn't of been hard to pull up and yes its my daughter account but I placed an order for myself and had her pick it up I've been given several excuses as to why it happened or that it be refunded or that it was a temporary hold but a temporary hold goes back on to the card as you can see it says purchase which means deduction from my account before they charged my account twice I had about 1000 something on my account after pick up it wasn't what it should of been after the two 498 transactions were done i called. The same day it happened and many more times after that I was told they look into it and never heard nothing this process was done to me about five times and now again I finally get a response back and I am told the same thing I've shown you proof of the transactions that show purchased next to the amounts taken from my account on the same day mins apart from one another thr is no show-of temporary hold and release just the two purchases made on that day and now again after months of trying to get this fixed im being told again I have to wait for all the same things to be done again Walmart is better at fixing issues promptly making thr customers happy I shouldn't have to wait again when I've tried to get help with it several times before you can clearly see the two transactions I don't care what else thr is all that matters is that my account shows two purchases from your store it has not changed from purchased to anything else I am requesting a refund of what they took out twice im not even asking for anything more for all the time I've waited and was ignored by them
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 sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

We have reviewed your account and the recorded contacts you have with us in trying to resolve this concern. On our end, as per our financial department we are advised multiple times that there was no double charge. The other charge was a preauthorization hold that falls off in 3-5 business days. Recently, we escalated another request to our financial department to once again check the charge on your account for your pickup order created on Jul 1, 2023 @ 5:55 am MST. Just today we received the update, the charge was really just once for the pickup order. If you are still seeing a double charge on your end, unfortunately, you have to dispute this with your financial institution. We comprehend how frustrating this can be but unfortunately on our end, our hands are tied as we are only seeing one charge.

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. We truly apologize to the customer for any inconvenience this may have caused.

Regards,
Kroger Co.
Customer Answer
Date: 08/20/2024
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,

******** *****
Problem:
Back in July of 2023 I had placed an order online to frys under my daughter account cause I didn't have one I placed the order for 491 I paid with my food stamp card when my order was picked up I checked my food stamp account and I noticed they charged me twice for the same order I contacted frys sent them proof of the double charge the agent I spoke to said she saw it and she apologized and that I would get my refund within a day the next day I didn't get the refund after that moment I've contacted emailed and spoke to so many different agents who all told me different things from me getting my refund to they already submitted refund and that they were investigating it but you can clearly see that they charged my account twice it shows on the transactions and frys has done nothing to make it right and now they ignore me altogether all I want is a refund its not right nor fair that they got to keep a double charge for one order

Desired Resolution:
Refund

Business Response
Date: 08/24/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per the previous responses, we have already investigated and reviewed the concern of the customer. Everything was already explained carefully to the customer that the order was only charged once on our end. If the customer is still seeing the charge, they may need to dispute it with their financial institution because there are no records on our end. We understand how difficult this is for the customer, but we really can't do anything on our end. We apologize for the inconvenience.

Regards,

Kroger Co.
Initial Complaint
Date:12/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please see attached,
Business Response
Date: 12/02/2023
BBB RESPOND

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.

The Kroger Company is dedicated to improving the shopping and delivery experience for our customers. We have reviewed the order and I can confirm that the delivery order was cancelled on Dec 1, 2023 @ 4:12 am EST due to issue regarding delivery driver however there were no amount captured to your order. This is certainly not the experience we want for our valued customers.

Furthermore, I have added a $20.00 courtesy credit to your account which will redeem on your next Delivery Order. Once you are in the checkout phase of your next delivery order the credit will automatically redeem.

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: 12/04/2023
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. HOWEVER, MY BANK ACCOUNT HAS NOT BEEN REFUNDED YET FOR THE PAYMENT OF THIS ONLINE ORDER. FURTHERMORE, YOUR EMAIL CLEARLY STATES THAT I CANCELLED THE ORDER. AND WHEN I TRIED TO GET HELP FROM KROGER CUSTOMER WHICH USED TO BE BEST IN THE COUNTRY, THE HIGHLANDS KROGER MANAGER WAS USELESS AND THE CHAT CUSTOMER SERVICE REP ACCUSED ME OF YELLING AT HER WHILE TEXTING. THAT IS NOT POSSIBLE. THERE WAS ABSOLUTELY NO CUSTOMER SERVICE AT ALL. BECAUSE OF THOSE HORRIBLE EXPERIENCE I WILL NO LONGER USE KROGER DELIVERY AND USE INSTACART. KROGER DELIVERY MADE ME FEEL AS IF I WAS BEING DISCRIMINATED AGAINST BECAUSE I RECEIVED NO CANCELLATION NOTIFICATION OR ANYTHING. THIS MORNING I USED INSTACART. AND I HAD THE MOST PLEASANT DRIVER. I WILL BE ACCEPTING A REFUND TO MY BANK ACCOUNT FOR THE ONLINE ORDER AND FAILED DELIVERY BY KROGER ON DEC. 2ND. I DESERVE MORE THAN THE $20 CREDIT ON MY KROGER CARD BECAUSE YOU TOOK UP MY TIME. I WILL SEND A CHAT TODAY IF MY BANK ACCOUNT IS NOT REFUNDED FOR THE DEC. 2ND ORDER.

Regards,

******* ******
Initial Complaint
Date:12/01/2023
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 became a Kroger customer over 6 months ago and have been purchasing groceries almost every week (delivery). I just found out this week about the concern I'm writing about.
None of the prices posted on the site are "actual prices", they are "estimates"; I cannot believe that is an acceptable practice. It sounds like a bait and switch reality.
Here are the details the led to my discovery: I placed an order on Tuesday this week with a Wednesday delivery. I expected to be charged the prices that were posted on their website at the time of the order, instead, I was charged prices that were not yet available, not published or visible to me, prices that went into effect on Wednesday. I make the decision to buy based on the listed prices, so to be charged prices that I do not know about is unacceptable and unbelievable. This must have happened many times before, without my knowledge.
I reached out to the customer service and I was told that there is a disclaimer that notes the prices are an estimate. I have NEVER noticed the disclaimer and even if it's there in small print, it doesn't make the practice right. You cannot charge prices that people do not know about!!! You cannot say: here is an estimated price of $10 today and get me to buy it and then charge me $20 the following day because you increased your prices for that item. That's the text book example of bait and switch. How does your Compliance and Risk department allow you to do this? How does Internal Audit allow it? And how is your regulator ok with it as well? It's not right.
Business Response
Date: 12/02/2023
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.

Our weekly promotions are effective Wednesday to Tuesday. Prices are estimates and may change between when you place your order and when you pay to receive it. Final price will be determined using the coupons in effect on the day your order is delivered. Also shows the information on check out under the cost of the order, these prices are estimates - your final charge is determined when you receive your order. Things like coupons, taxes (if applicable), weighted items, or Weekly Ad price changes may affect your cost. You may also visit our FAQs to learn more.

I can see that a $30 store credit has been added to the customer's loyalty card ending in **** to be used towards their next in-store or on-line purchase. The credit can be used to purchase any product in the store or on-line except alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. For in-store or pickup purchases advise your cashier or associate that you have a credit on your account when you start your transaction. The cashier will receive a prompt to apply the credit. (If using self-checkout, you will see the prompt to apply the credit.) We truly apologize to the customer for any inconvenience this may have caused.

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. 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 and address this matter. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.
Initial Complaint
Date:11/29/2023
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.
I ordered pick up, confirmed I was on my way, then drove past my home after work to Kroger in ************ ** in order to arrive during the agreed upon pick up window. After a wait to get a pick up spot, an employee came out and said the order wasn't ready, requested I come back 2 hours later. I went home and had dinner, put the kids to bed, and my wife returned to Kroger. This time an employee came out and said pick up is closed. She called the night shift manager who denied responsibility and told us to call back in the morning. The following morning, on my drive into work after a makeshift breakfast (due to lack of groceries) I called the manager. He (Charlie) said sorry I can't do anything, but I can come pick up my order (the third time I've been told to come pick up my order by the Kroger company). I said that's unacceptable and called 1 800 KROGER. After explaining the situation, the customer service representative told me I can pick up my food and she's sorry, and for my inconvenience, I will receive 200 fuel points. That's about $2.50 total, which is less than a third of the gas I will have spent on 3 trips to Kroger. I tried to explain this was unacceptable and she replied rudely that she's done all she can and there's nothing else to be done. No one has explained what happened. Kroger has my money, and I have no groceries.
Business Response
Date: 11/30/2023
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.

We sincerely apologize for the delay in completing your recent order. We understand the inconvenience this has caused you, and we want to assure you that we are taking immediate steps to address the situation and prevent such delays in the future.

Upon investigating the matter, we found that the issue was beyond our control and unfortunately, it resulted in the delay of your order. Please accept our heartfelt apologies for any frustration or inconvenience this may have caused.

To express our sincere regret and appreciation for your understanding, we have credited your account with $30.00 as a goodwill and you can use this credit towards your next transaction. also, we have added an extra 500 fuel points to your account to be use on your next fuel transaction. We hope this helps offset any additional costs incurred due to the delay.

We want to assure you that we are actively working to prevent similar issues in the future. Your feedback is invaluable to us, and we are using this experience to improve our process and to ensure that we are serving you with our best ability and provide you with the best shopping experience as possible.

Regards,

Kroger.co
Customer Answer
Date: 11/30/2023
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:11/29/2023
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.
On November 27, 2023 I placed an order online for Kroger The order was shopped and delivered by a ********* shopper. My original order was around $85-90 dollars. I ordered a few food items and some cleaning and hygiene products. When my order was delivered, the shopper who shopped my order left our bags on someone else porch across the way from us. My 11 year old daughter had to run back and forth in the cold to collect bags. Next, we noticed that the shopper added a lot of items to our order (that we didnt order NOR was it suppose to be a substitute. I contacted Kroger first to inform them of this matter and I informed the agent how we didnt feel comfortable eating the food items or using the products since we believe the shopper messed our order on purpose. We didnt even know the food was on the back of the house of someone else until we got to looking around. We suspect that the shopper who shopped our order was someone who was trying to be malicious. The shopper added several items to our order that made no sense and she either kept the items or she gave it to the other family she was shopping for.
I have contacted ********* and spoke with a manager who informed me that the person who shopped my order also messed up someone else order. A Kroger agent told me to dispose of the whole order and that she would put in for a full refund. I agreed, but upon checking my bank statement on 11/29/2023 I noticed that Kroger went back and RECHARGED my bank card the morning of 11/29/2023 for the whole order including the stuff we never received and the stuff we didnt order. Im not sure why they are trying to charge and add more harm to my family. Also, Kroger did refund the **** which is EBT money back to my card but then on 11/29/2023 they recharged everything to my bank card. None of this makes any sense. These people are flat out EVIL! I filed a complaint with ********* and the agent told me that the shopper who shopped my order also messed up the other family order.
Business Response
Date: 11/29/2023
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.

We apologize for the inconvenience that happened with the customer's delivery order and her encounter with our representatives. After careful review of the cases related to the customer's concern, for case reference ********, the customer called in and stated their experience which we understand that is very disappointing. A full refund for the order was already requested and submitted. If the customer was not informed, whenever we submit requests of refund it typically takes 7-10 business days for items that were charged to their ********** and 30 days for items charged to EBT. Our refund policy is in place to ensure fairness and transparency for all users.

As of this moment this is still pending and in progress. Again, I'm deeply sorry that customer had to go through the run around or getting in touch with ********* and to us.

Regards,

Kroger Co.
Customer Answer
Date: 11/30/2023
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,

********* *******
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.

Regards,

********* *******
Problem:
Please reopen ticket ******** (Kroger has failed to issue our refund and is constantly making up lies over and over.) First we were told on 11/27/2023 that our refund will be processed within 7-10 business days and we still never got it. Kroger informed the BBB of the same information. We contacted Kroger today and a agent told us someone waited until 12/03/2023 to even send the refund request to accounting. This is so low down of Kroger and sick! They are giving us the run around and is failing to issue our refund and on top of that they keep changing the refund date and stretching the date because no one in accounting is doing their job. Kroger is failing to refund my money for a past order that was messed up by an Instacart shopper and left at someone elses apartment. On 11/27/23 I informed Kroger that we didnt feel comfortable accepting the order and asked them to send someone to pick up the items and issue us a refund. On top of that, the Instacart shopper added so many items to our order and kept the items. The items we did receive was left way across the back field from our home at someone else apartment and we didnt even know how long it was sitting out their before we found the order. A kroger rep told us via chat to dispose of the order and she will issue a refund. Now today is 12/08/23 and this refund request was made on 11/27/23 and after all this time I just found out that the refund isnt processed because no one ever sent it to accounting last month. At this point we are sick and tired of Kroger! These are some rotten people. I have attached proof of what the Kroger agent informed me of and she told me she contacted the finance department.

Desired Resolution:
Refund

Customer Answer
Date: 12/13/2023
My name is ********* ******* and I requested that my complaint be reopened as Kroger has been lieng about refunding us our money. We were told on 11/27/23 that it would take 7-10 business days to receive our refund and today is 12/12/23 and we never received the refund. We spoke with a Kroger agent via chat and she also told us that no one even bothered to send the refund request until 12/3/23 even though it was requested on 11/27/23. Now when I try to log into the Kroger website they have my account blocked as I been constantly monitoring the issue at hand and I feel that they blocked me because a agent told me that they lied about everything. Please send my request to Kroger to follow up on my refund and inform them that the 7-10 business days have passed. I see that my ticket is open but im concerneD on receiving any updates as the ticket was already closed and Kroger had already responded. Can the BBB reach out to Kroger?

Thank you,

Anastasia
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.

After careful review, we can see that the refund was successfully submitted to our accounting department, for your reference that case number for that is ********. For assistance, we already made a follow up to check the status pf your refund. We will keep you posted in any updates. For the inconvenience. I am pleased to add a $10 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 Co
Customer Answer
Date: 12/13/2023
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. I "DO NOT" accept Kroger response because Kroger customer service reps all the way to corporate office has showed me that they do nothing but lie. In my original complaint that I shared with the BBB and received a response from the corporate office. In that first response "Kroger" corporate office stated that the refund process will take 7-10 business days. I accepted the business response and moved forward. Now, keep in mind that this refund was supposedly submitted on 11/27/23 and the 7-10 business days has passed. Correct? So, at this point Kroger has proved to me that they do not care about refunding my money or if my family and I are able to support our needs as we've been waiting after all this time. I have chatted with Kroger agents via chat and they have told me 7-10 business days for the refund process and how it wont take long. Yes, those are the agents exact words. Then just recently, I followed up with another agent via chat on the Kroger website and she "FLAT OUT" told me NO ONE even submitted my refund to accounting until about a whole week later. Which I thought was disgusting! So, how can you advise customers that they will receive their refund within 7-10 business days when in fact it take you company 7-10 business days to even decide on if your agents should submit the refund to accounting? Doesn't that mean you're deceiving and lieng to customers and to try to ease the frustration of your customers you try to shove a $10 credit in their face hoping that the issue will go away. No, I do not want a credit as I will NEVER be a returning shopper. This whole experience has left me depressed, stressed and with several headaches that even a ******* cant fix. Therefore, I reject this business response as nothing Kroger say is authentic. One day its 7-10 business days and the week its something totally different. Notice how in the response Kroger stated "we have checked the status of the refund" yet said nothing about the status. That alone told me all that I needed to hear.

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 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. 04, 2023, where it shows that you were refund of the items you did not order only which is different from what you were informed. 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.
Initial Complaint
Date:11/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been shopping st Kroger since I was a little girl and thought it was the best! I loved going grocery shopping!

That all changed when I experienced the New Albany Kroger located off State Atreet in the *** ****** Plaza.

This Kroger, I dread going in because it's constantly under staffed, something is always out of stock, and now there is a separate section for beauty/health that I have to purchase those items separately than my groceries which makes it extremely inconvenient. I've since opted for the boost membership to get my groceries delivered and that's just as bad. I've input multiple complaints and the biggest one being inconsistent deliver time. There have been MULTIPLE counts of my delivery arriving outside of the time frame and I'm writing this now, 20 minutes after I'm supposed to receive my groceries so that I can go to bed and they are still not here.

There does not appear to be any accountability at this location and all I look for as a result of this complaint is a legitimate plan of action. Stores need to be monitored to ensure delivery drivers are efficient and timely. There should be monitoring of out of stock item reports to make sure stores are meeting community needs. And if these criteria fall outside of a threshold then disciplinary action should be taken.

The boost membership is not performing as advertised and it could end up costing very big if someone is determined enough.

I just ask that an action plan is put in place to make things better, with goals and a timeline.
Business Response
Date: 11/29/2023
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 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.

Moreover, 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 Co.
Initial Complaint
Date:11/28/2023
Type:Customer Service 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 filed a complaint on 10/28 for the rudeness of staff members at a Kroger store on ******** ** in ** ****** ** ***** and NEVER received a call.
When I called and spoke with supervisor after I spoke with Jose and asked to speak with a supervisor because he was playing games she told me they didn't have my phone number which I gave on the call when I created the complaint. They had my email in which they could have emailed me asking for a phone number. Why take my email if you don't email per Cynthia? It just shows how Krogers takes care of their customers.
Case number- ********

Jose I spoke with on the phone was just ridiculous when I called in to check on it. He acted like I was calling the FBI and asked multiple

Jeno on the chat was terrible and Jose on the customer service call was terrible. Kroger has the absolute worst customer service EVER!!

I want someone from corporate to call me.
Business Response
Date: 11/29/2023
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 truly value our customers, and this is not the experience we want them to have.

Upon checking the case the customer provided, it appears that a letter was sent to the store yesterday about their experience by our Division, which is the department that handles this kind of concerns. This has been shared to our internal management teams to further rectify the issue. We will be in touch as soon as we receive an answer. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.
Customer Answer
Date: 11/29/2023
Better Business Bureau:

Please note that it was submitted on 10/28 not yesterday.

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,

**** *****

Business Response
Date: 11/30/2023
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 truly value our customers, and this is not the experience we want them to have.

We understand that what happened is not simple and we don't take it lightly as well. The Division, the team in charge is currently working on it and investigating what happened. We anticipate that this 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.

Regards,

Kroger Co.
Customer Answer
Date: 11/30/2023
Better Business Bureau:

Still awaiting their response, don't close out the case please.

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

Regards,

**** *****

Customer Answer
Date: 12/01/2023
They said they are still working on it. Why would I want it to close?
Business Response
Date: 12/01/2023
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 truly value our customers, and this is not the experience we want them to have.

We understand that what happened is not simple and we don't take it lightly as well. The Division, the team in charge is currently working on it and still investigating what happened. We anticipate that this 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.

Regards,

Kroger Co.
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 accept our sincerest apologies for your experience. We truly value our customers, and this is not the experience we want them to have.

Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter. Rest assured that this issue is on the priority list.

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 Co.

Customer Answer
Date: 12/13/2023
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.

Regards,

**** *****
Customer Answer
Date: 12/15/2023
The last email said they were following up, no resolution yet
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 accept our sincerest apologies for your experience. We truly value our customers, and this is not the experience we want them to have.

As per last Dec. 14, 2023, after the customer's comments were forwarded to the Upper Management, within the day a response was received and that they were able to reach out to the customer and that they already handled the situation. However, I will be sending a follow up on the concern if the customer stated on Dec. 15, 2023 that they have not received any resolution yet.

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,
Customer Answer
Date: 01/05/2024
Better Business Bureau:

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

Regards,

**** *****
Initial Complaint
Date:11/28/2023
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.
My order ******************* was never refunded In full! You only refunded half and all these agents keep lieing! I want my money back in full please. I was given an order that wasn't even mine this is not okay and has been way too long
Business Response
Date: 11/29/2023
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.

Just want to make sure if the order number that you provide is correct which is ******************* its show on this order number this order was cancel and customer don't have a charge for this. But upon further checking i see some reference case regarding for the order number ******************* if this is the correct order it show on the report that $48.00 was requested as a refund on 09/12/2023 and the additional $78.10 on 9/19/23. Since refund time frame is already past customer need to communicate with the bank about the refund that was already submitted. If customer failed to contact the bank. Please ask the customer to contact our Kroger Customer Relations Center (KCRC) at *************** For further assistance of the refund.

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 Co.
Initial Complaint
Date:11/27/2023
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.
Hello, I recently attempted to complete a transaction online today 11/27/23 for a quantity of 12, 12 packs of coca-cola 12 pack cans, for the advertised price online. The price in the cart($107.88) did not line up to the advertised price, so I contacted online support, where I was met with a very rude and untrained individual(please see the screen shots below for pricing and online chat with Kroger). I couldn't imagine ordering from a company with customer support as poor as this was. All I wanted was the advertised price and got in return was poor customer service. Please honor your pricing.
Business Response
Date: 11/28/2023

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 you received fell below the standard of courtesy and professionalism we aim to uphold. Rest assured we will conduct an internal investigation into the matter, and appropriate measures are being taken to address the issue and prevent any recurrence. Our goal is to ensure that every customer feels respected and valued when interacting. About the promotion mentioned may we request a screenshot so that we can thoroughly reviewed & investigate the advertisement to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter.

We appreciate your understanding as we work to ensure the accuracy of our communication.

Regards,
Kroger Co.
Business Response
Date: 11/30/2023
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 thank you for cooperating with us in carefully understanding the situation. I have also reviewed your conversation with one of our representatives. Rest assured that your experience will be shared to the appropriate management team. After checking the photo you sent, this part in Facebook shows possible promotions for a specific item, however the reason why we can't override the price with that it is because further instructions and information will be shown when you click on the Shop Now option. All of our valid promotions can be seen on the website or on the app where you will see the full description of each promotion and where you will also place an online order. We truly apologize for the inconvenience and the confusion this has caused you. Hoping that this will be a clearer picture now.

Regards,
Kroger Co.
Customer Answer
Date: 11/30/2023
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.
Price is as a paid advertisement by you, The Kroger Co. As you looked at other images all other items were also priced. I would have assumed a company such as Kroger would have admitted to their own mistakes, honored what you advertised and would do the right thing. Apparently integrity and morals are absent at this company. Rest assured we are very disappointed in the quality of response from such a corporation.
Regards,

******* ******
Initial Complaint
Date:11/27/2023
Type:Sales and Advertising 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.
Fred meyer policy says "Fred Meyer is happy to match the price you find in a retail competitor's ad or online for an identical available product in our Home, Apparel or Home Electronics departments" they refused to do a price match. This is decriminalization.
Business Response
Date: 11/27/2023
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 $20 credits 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: 11/27/2023
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,

****** ******

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