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

1,674 total complaints in the last 3 years.
542 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: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.
I placed an online order on the Kroger website through there app it including online sales and digital coupons the amount at the time of purchase was $143.42 paid for them on 11/23/2023 set for pickup on 11/24/2023 I arrived at Kroger the amount showed is $143.42 on their app when I check in to pickup the order I sent the screenshot of that as well as the **** benefits amount taken and received on 11/23/23 then appx 2 hours later they took additional $80.40 stating that the sales were not for the date on 11/24/23 and bc of the fact I picked up on 11/24/23 that I no longer qualified to receive the original amount giving that they do not charge the customer until the time of pickup (which is a lie I sent the **** benefits showing so) and they hold the amount and then charge the amount back to the card and send through the new amount now I have shopped online and I have never had a company not honor their sales prices and coupons but apparently this is a normal for this company I have provided the timestamp and the amount difference with same order number and where to stole my money after I picked up the order I want my $80.40 placed back on my credit card
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 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 a thorough analysis of the concern, we can see the root of the issue. One being the charge on the back up payment card and the other would be the weekly ads sales prices. Please allow us to provide information regarding this.

**** EBT Card funds will be charged once the order is placed and any differences between the price at checkout and the final order total will be charged to the additional payment card. These charges were done through card is due to compliance issue, we can't charge more than what we pre-auth the customer on the EBT card even if the items are all EBT eligible. Any amount beyond the pre auth amount on the EBT card will be charged on the backup debit/credit card. Since, the final total can vary from online estimated total, any difference in amount will be charged on backup card only. This is stated on the checkout page when you submit the order.

The amount charged to our customers for the items would depend on the delivery or pickup date in which the Weekly Ads were active. We highly advise our customers that if they are targeting the Weekly Ads sales prices to always be mindful of their delivery or pickup dates, as we honor the prices of the current active Weekly Ads on the time of delivery or pickup.

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: 12/01/2023
Better Business Bureau:

I read your hidden policy and terms they should made to acknowledge upfront prior opening account or shopping they are clear originally about the credit/debit portion is not charged until the day of pickup they do say you will charge the EBT card the day of purchase all in one paragraph however I had to read several additional paragraphs before it spoke about the additional money being charged to the debit/credit card on file and I was not provided a receipt upon arrival nor did anyone ask for ID credit/debit card to EBT card as stated they should nor did my online Kroger app reflect the new amount of $223.82, other than my original total of $143.42 as you can clearly see on the photo uploaded that I am at the store in parking space #2 it was almost 4:30pm way more than enough time for your Kroger app to send me an update price or at very least be fully updated on a new price that I would be charged when I opened my Kroger app to tell the store that I am on my way to pickup and definitely before I arrive when I open the Kroger app to pickup the order the Deception is none of that happens until after you pickup and the Kroger employee drops off the order and goes inside and say completed on the computer inside the store then you charge the customer the additional amount and then the customer will get an updated receipt that Deception at it’s finest now I read all the groceries apps and you are the only one that operates in such a deceitful manor I did also send an complaint to the ***** Attorney Generals Office

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: 12/08/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving a chance to properly address customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

After further checking my colleague already provide the processor or information, we have. I do apologize for this. 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: 12/14/2023
Better Business Bureau:
The fact is this if Kroger’s wanted their customers they’d honor their sales and coupons on the date and time the orders are placed they claim the order not charged until pickup that’s a lie, they claim the sales prices are adjusted when sales goes off and digital coupons expire and that’s a lie they are adjusted after the customer picks up the order showing the original estimated amount upon arrival and making the adjustments after the Kroger employee tells the computer inside that it has been picked up and then you get an update receipt if you paid with EBT provided by the state only amount is the original estimated amount and the additional amount is charged to your credit or debit card I deleted my Kroger account and will delete *********** and *** ***** as soon as they merge and I tell everyone that will listen my story with my receipts to backup my truth so far I have gotten five random strangers not to shop at Krogers any long

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,

******** *****
Initial Complaint
Date:11/26/2023
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 placed an order on Nov. 9th 2023 online at Kroger and they sent my food through Instacart and the Instacart driver stole all of our food, never pulled down the block and took a blackout photo. I contacted Kroger’s and Instacart immediately. They informed me that I would receive a refund 5-7 business days those days went by so I called back then they told me 7-10 business days I waited then they only gave me back my delivery fee no Ebt. I then informed them that I have a disabled child that’s on a machine to keep his lungs pumping and him being on medication and having seizures he needs food. Today is Nov 26 and now I’m being told I have to wait 30 days for a EBT REFUND. I’ve been struggling trying to feed my 5 children since November 9th and all they gave me was a 20 dollar credit like are they serious I’m so frustrated. If my son gets sick I will get a lawyer and file any lawsuits against Kroger and Instacart. All I want is my ebt stamps back to feed my kids.
#******************4
Business Response
Date: 11/26/2023
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 review, it shows that your refund has been processed by our accounting department on November 17, 2023. Please be advised that it could take up to 30 days for the refund to actually post in your EBT account, depending on how your state processes returns. You may contact the number on the back of your EBT card to discuss what your state's policy is.

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. I still haven't received my refund nor have I gotten an update

Regards,

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

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.

After further review, it shows that your refund has been processed by our accounting department on November 17, 2023. In regards with the refund time frame for the EBT transaction, this is the process done by your financial institution and not by Kroger. Kroger will send the request and EBT institution will process the refund and please be advised since EBT was used as the original form of payment, it may take 30 days for the refund to actually post in your EBT account depending on how your state processes returns. You may contact the number on the back of your EBT card to discuss what your state's policy is.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

Regards,
Kroger Co.
Initial Complaint
Date:11/25/2023
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 been overcharged on all deliveries made from Kroger’s. I tried to call and get them to correct and they refused to discuss told me they were not allowed to use calculators. I was over charged $20 to $50 on every order. I have screen shots of all transactions and you can add up my bill and see they overcharged on every one. I feel it is criminal and fraud and needs to be corrected the people reimbursed and Kroger should lose their license to do business. I am furious and I cannot afford these over charges.
Business Response
Date: 11/26/2023
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 the significance of accurate billing and we deeply regret any inconvenience or concerns this may have caused. To better serve you & move towards resolution please fill in the information needed:

* Date & Time of transaction
* Order Numbers & how much is the charged each order
* Could you also send a screenshot of the overcharged amount
* How much is the total overcharged?

Your satisfaction is utmost importance to us, and we will appreciate your understanding as we work to resolve this issue promptly.

Regards,
Kroger Co.
Initial Complaint
Date:11/24/2023
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.
Received a Kroger delivery in November 4. Didn't receive 12 pack ***** ***** ***** and 12 pack ****** ****** peach. After driver left, I was emailed the receipt and see I was charged for the 2 alcohol items. Alcohol you can't get refunded on the app so I did online chat immediately and told I'd get refunded the $30.98 for the missing items. Hadn't received refund so I called Nov 7, then again Nov 8, then emailed Nov 12, then called and told to wait 7-10 days from Nov 8 for refund. I called Nov 21 and told it'd be back on my card that day or the next. It's now Nov 24, 20 days after the initial contact and still no refund. The driver never gave me the 2 alcohol items, Kroger charged me for them and keeps lying saying I'll get refunded. I just want my refund.
Business Response
Date: 11/25/2023
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 the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

After further review, the refund of $30.98 has already been submitted to the appropriate department who handled the request. Please be advised to reach out our Kroger Customer Relations Center (KCRC) at ###-###-#### (option 2) for further assistance.

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 for any inconvenience this may have caused you. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability.
Customer Answer
Date: 11/28/2023
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. No refund has occurred as of 11:30pm 11/27/23. Been told since 11/4/23 that it was being processed and still no refund. Tired of being lied to.

Regards,

***** *****
Business Response
Date: 12/09/2023
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.

After further review, the refund of $30.98 has already been submitted to our Refund department last Nov. 17, 2023, who handled the request as per case reference ********. I understand that this is really frustrating, and we know that this is not the customer's fault. If the customer has not received the refund yet, please be advised to reach out our Kroger Customer Relations Center (KCRC) at ###-###-#### (option 2) for further assistance.

Rest assured that your experience has been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. We sincerely apologize for any inconvenience this may have caused you. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability.

Regards,

Kroger Co.
Customer Answer
Date: 12/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I first requested the refund November 4th. you state that the refund was sent to your department on November 17th and here I am December 11th with no refund to my card yet. this should not take over a month to process a refund.

Regards,

***** *****

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 the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

After further review, the refund of $30.98 has already been submitted to our Refund department last Nov. 17, 2023, who handled the request as per case reference ********. They can also check with their bank as there was an authentication code already assigned to the refund which is Authorization Code*******, they can provide this code to their bank. However, to make sure I will check an update to our Refund Department about the request. 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 sincerely apologize for any inconvenience this may have caused you. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability.

Regards,

Kroger Co
Initial Complaint
Date:11/24/2023
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.
Use a **** food card for food. I do not order non food items . In September 2023 they started requiring a regular debit card even for jusr food purchases. I thought odd but didnt think any more of it. Checked my bank account today and they took 3.64 out for well I dont know why . I called asked for a charge refund back to my card because all I ordered was food They said they couldn't because of a modification to my order. There was no modification. As I was on th e phone for 45 minutes I checked previous purchases and found they charged me 5.53 on September 16 2023 also. ALL previous purchases there was no such charge to my card when I purchased food. The refuse to refund the excess money they took from my account.
Business Response
Date: 11/25/2023
RESPONSE TO BBB:

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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.

Regarding with the charges posted on the card instead on the EBT card, I’m sorry this has happened. I understand the frustration, The charges which were done through card is due to compliance, So, any amount beyond the preauthorized amount (on EBT card) will be charged on the backup debit/credit card on the account. Since, the final total can vary from online estimated total, any difference amount will be charged on backup card only. Thank you for your kind understanding on this matter.

As a courtesy, I have added $20 credit to your loyalty account that you can use on your next purchase. I am deeply sorry for any inconvenience this may have caused. 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 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.

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.
Customer Answer
Date: 11/26/2023
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: 11/28/2023
I do not have a "limit" on my **** card of what I can spend. My card is not depleted therefore what I spent on this transaction was ALL food nontaxable and I still have a balance. They started asking for a debit/credit card around September along with my **** card in order for me to be able to use my **** card. I have numerous previous orders that have no charge to a debit card . I never thought to check my debit card to see if it was charged until I checked my checking account the next day. When I check out there is NEVER a charge to my debit card. It happened AFTE.R the transaction. They also, after checking my bank statements did this in September on the 16th for 5.63. I have very limited income and the money they have taken is to pay my electirc bill.
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. We are deeply sorry about the experience that is never something we would expect for our customers.

We have reviewed the order and what happens with EBT online orders is that the EBT card is authorized for the initial amount of the order when it is submitted. After that point, we are not able to increase the amount that is charged to the EBT card in the case of substitutions or other changes that may increase the overall price of the order. If the final order total is higher than the initial authorization, the remaining balance will then be charged to the debit/credit card on file. This is stated on the checkout page when you submit the order. For the inconvenience, we already added a $20 compensatory credit to your account that is good as cash, you may use this credit to pay for your next purchase.

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: 11/29/2023
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,

***** ******
I will not be shopping at Kroger from here on out so that $20.00 is a mute point and it will NOT pay my electric. That "kind" gesture is MORE than what you took from my checking acount that would pay my low income electric. Makes no sense You have put me in a very hard place because IF I dont make my electirc payment on time I will lose my PIPP and have a regular bill I can't afford either. I would like to know why all the sudden in the last few months you have started doing this. You do realize that people who use **** do not have extra cash for food in the first place? I don't understand how my checkout amount can all the sudden be changed after I pick it up..
Initial Complaint
Date:11/23/2023
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 went into the ****** Kroger‘s thanksgiving day about 340ish. About 430ish I headed to check out. Scanned all my groceries. Went to pay looked at the total knew exactly how to pay. I begin putting in my cash. A $5,10,20.20 and 50. The screen said I only put in $85 not &105. Called the attendant. She then went and got someone else. Chris came extremely rude didn’t say nothing. I said so what you going to do. He said I have to do an audit. To see if it balances out. After along time waiting he came and got the money. Then left came back 15 mins later again not a word. The machine said multiple times errors he pulled bills out of this and then that yet had neeve to tell me it balanced out no it didn’t specially pulling bills out from areas. He called the manger the manger said there’s nothing to do about it the balances are right no. I then told him let’s watch the cameras. He said ok I will tomorrow. Ummmm no I have groceries that need paid for. I don’t have extra money. He said that’s not my problem I have a store to close and that’s what I am going to do. Then walked off never took my name or number. Then had nerve to go talk to the u scan attendant to see if I was the problem. However Cassie was very good. Yet Chris and his manger was so rude the errors was still on the screen Chris goes and turns it off so I won’t say no more and walks away. Now $20 short that no one can tell me where it is. I know money and I know how Kroger scams ppl and money. I want my money back and I want compensation for the time stress and embarrassment. This will be also sent to bbb and attorney general and maybe a lawyer if this isn’t address and fixed in a timely manner.
Business Response
Date: 11/24/2023
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.

I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:

• Store Location the Manager/Associate works at
• Department the Manager/Associate works in
• Date and Time of Visit

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: 11/28/2023
Kroger ****** marketplace ****** oh the very rude boy was Chris idk the manger name thanksgiving day 440pm
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.

Please be assured that we value our customers, and this is not the experience we want our customers to have. The customer's concerns were forwarded to our Upper management team for review so, the issue can be addressed accordingly, and coaching can be provided as necessary in order to improve future experiences.

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: 11/29/2023
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.
Everything was on the initial complaint. Krogers loves taking your money but extremely slow on fixing the issue and returning your money
Regards,

***** *****

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 the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Please be assured that we value our customers, and this is not the experience we want our customers to have. The customer's concerns were forwarded to our Executive Team Escalation, and we recently got a response from the store manager Nick, who tried to call the customer twice with no luck on getting in touch. Store manager is planning to coordinate with the customer to replace the $20 and offer a $50 gift card for her trouble.

As a courtesy, I have added $20 credit to your loyalty account ending in **** that you can use on your next purchase. I am deeply sorry for any inconvenience this may have caused. 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 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 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.
Initial Complaint
Date:11/22/2023
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.
Bad customer service
Hanging up phone
Following people through store
Assaulting customers
Racially motivated profiling
Violent aggressive

Old out dated Food
Having lines longer than space im the store with one cash register opened

Grabbing customers bags with no explaination!!
Supervisor and or manager not addressing problems or anything

Everyone at that location should be fired
Business Response
Date: 11/23/2023
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 the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input and we are committed to providing you with the best shopping experience possible. Your comments provide us the opportunity to evaluate, address and correct this matter.

Moreover, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:

Loyalty card #
Alternate ID/Phone number
Email address
Associate’s Name
Store Location the Associate works at
Department the Associate works in
Date and Time of Visit

Once again your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Initial Complaint
Date:11/22/2023
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 placed my first order for delivery Saturday. I never got it. I called Kroger multiple times and they’ve said they’ll process a refund but the agents seem unsure of themselves and I’m not confident a refund was processed. I need these funds asap because it’s a lot of money and the holidays are here. They keep saying they’ve sent an email but I never get anything. Reference number ********
Business Response
Date: 11/23/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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.

Rest assured that your refund request has been successfully submitted. Our team is diligently working on processing it in a timely manner. Please be advised that the standard processing time for refunds is between 7-10 business days.

We understand the importance of prompt resolution, and we appreciate your patience during this process. Rest assured, we are doing our best to expedite the refund while ensuring accuracy and thoroughness.

To express our gratitude for your understanding, there was a $ 25 store credit added to your loyalty account. This credit can be applied towards your future purchases. You can view your Store Credit balance on the website and mobile app. The credit will be listed as an “Account Credit” under the My Account section. Keep in mind that anyone else in your household who may share this account with you will also have access to this credit. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel gift cards/certificates, lottery, promotional tickets, and pharmacy purchases.

Kindly note that the credit cannot be applied to ship orders but can be applied to pick up, delivery and in-store purchases. To use your store credit for in-store purchases, the cashier will receive a prompt to apply the credit and if using self-checkout, then you will see the same prompt to apply credit. For pickup or delivery orders fulfilled by Kroger, the credit will be deducted during the checkout process of your online order. This will show as “customer relations” on your receipt. For Instacart Delivery, you should place a note in the “special instructions” box under any item in your order that you would like to use your credit. Additionally, you can reach out to your shopper as a reminder to ensure the credit is applied.

We truly apologize for the inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 11/25/2023
Subject: Follow-up on BBB Complaint ID ********

Dear Better Business Bureau,

I have reviewed the business's response to complaint ID ********, and unfortunately, it does not address my concerns adequately. I appreciate the prompt reply, but the offered $25 credit falls short given the time and effort invested. Additionally, the communicated refund timeframe is not the primary issue; the prolonged delay is concerning.

I urge the complaint team to reassess and provide a more effective solution. Expedited processing and increased transparency in the refund status are essential. Without a satisfactory resolution, I may have to pursue a chargeback through my credit card provider.

Thank you for your attention to this matter.

Best regards,

******** ******
Initial Complaint
Date:11/22/2023
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 did a pick up order and my card was charged $13. However today I checked my bank account and they have charged me another $11.74 when I haven’t been to Kroger since and my receipt shows I should’ve only been charged the $13. I tried to contact them and they keep disconnecting the chat without talking to me. They made my bank account negative and I got charged an additional $35 fee for being over drafted so I would like that money as well.
Business Response
Date: 11/23/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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.

In regards with the concern, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:

* Loyalty Card number:
* Order number:
*Date and time of the transaction:

We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.

Business Response
Date: 11/23/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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.

In regards with the concern, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:

* Loyalty Card number:
* Order number:
*Date and time of the transaction:

We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.
Initial Complaint
Date:11/21/2023
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.
My child and I made a day trip to ****** **. We live quite a distance away, in Decatur. We visited Kroger at ****** ******* ****. We found our items and ********* checked us out. In fact, my child, *********, and I were laughing, dancing and singing together, which caught the attention of employees and shoppers. Even while shopping we joked with other customers, & had a great experience. After cheick-out all our items were bagged and sodas had “PAID” stickers. We went to the restroom and found a bundle of scrubbers in discount bins. We went to self-checkout to pay for them. I started paying for the scrubbers but heard someone was shouting, “Ma’am! Ma’am!” I tried to continue my transaction, but the person came behind me shouting. An Indian woman employee was accusing me of stealing while I was trying to make my purchase. She stopped me and asked me “Which number aisle did you check out through?” I told her “I don’t know. ********* checked us out.” She and another woman then started discussing me as if I were lying. Because of the interruption, accusation, and bizarre questions, I ended up leaving without the sponges/scrubbers I purchased. A Kroger employee accuses me of theft and as a result Kroger takes my money and I don't get the product I purchased! Your employee had no business questioning me at all—especially not while I was making a financial transaction. I would have been happy to show her my receipts after my transaction. When I called to find out how to get the item that I bought, I called five times and was put on hold for 15 minutes each time. When I finally spoke with a manager, the person called “Kay Kay” did not understand the issue at all. He apologized but didn’t understand that I didn’t get the item I paid for. Without a pause, another employee got on the line and took my name and number so regional manager Bryan could call me back. I have not heard from anyone since then. This is all unacceptable. We love Kroger and we are deeply disappointed!
Business Response
Date: 11/23/2023
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 truly value our customers, and this is not the experience we want them to have.

Please be assured that our company prides itself on integrity and we value the customer's input. Please be assured we are committed to providing you with the best shopping experience possible. Your comments provide us the opportunity to evaluate, address and correct this matter. I can assure you that your comments were forwarded to our internal management team for review so, this issue can be addressed accordingly.

We have added $20 credit to the customer's loyalty card ending in 0604 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.

Regards,

Kroger Co.
Customer Answer
Date: 11/23/2023
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. Kroger addressed the issue quickly and considerately. Thank you!

Warm Regards,

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

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