Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

  1510 Covington Ave. Piqua, OH 45356

• 

  The Kroger Company

  10101 Landing Way Ste B Miamisburg, OH 45342-1160

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:11/21/2023

  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.

  On 11/20/2023,I visited the Kroger store located in ********** *********. It was about 2 pm. I attempted to purchase Kroger brand cheese, that was posted at 2 , 16 oz blocks for $5. At the self check out it rang up at over $4 each. I alerted the lady who was overseeing the self check out area. She stated that in the ad section it was the 8 oz size. I informed her the sale was listed on the 16 oz , and asked her to go and verify. She stated she could not leave her area, and suggested that I take a picture of the product to show her. I then asked to speak with a manager, she just looked at me. Someone said there was no manager in the store. I then took a picture of the item, which showed I was correct. I was given the sale price. When I complained about the wrong price and having to take a picture of the item; she told me, you see how big this store is. There's only two people changing prices. She further stated, that the store was understaffed. I asked her if that was the customer's fault. Then she stated that Kroger need to hire more people. I attempted to resolve this matter with a manager, but the clerk didn't offer to assist me and led me to believe that no manager was available. I don't believe it was right that a customer should have to take a picture of an item to get the sale price. Someone should have been able to do that for the customer. Also, it wasn't right to be ignored, when I asked to speak to a store manager, or whoever had the authority to address the matter.

  Business Response

  Date: 11/22/2023

  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. 
  
  Rest assured, I have shared your comments with the Store Management team and any information needed they may reach out. I'm confident that the appropriate conversations will take place to ensure a pleasant shopping experience in the future. Please know our Store Manager is always open to direct feedback. It is important to the Manager to speak personally to our customers about areas that need improvement as well as our successes.
  
  For the inconvenience, I’ve added a $5.00 credit to your loyalty account which will redeem on your next grocery purchase. We want you to have a great experience with us, and we hope to see you again soon. 
  
  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.

  Customer Answer

  Date: 11/28/2023

  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:11/21/2023

  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.

  I am writing to bring to your attention a persistent and unresolved issue I have been facing with Kroger, impacting my ability to access and utilize their online services for over a year. Despite numerous attempts to seek assistance through customer service, the problem persists, causing financial inconvenience to me and my family.
  
  As a family of seven, we spend thousands of dollars each year at our local ***** ****** store. The problem arises when attempting to log into my Kroger account online or through the app to clip digital coupons. Every time I try to reset my password, I encounter the error message: "We're sorry, we are currently experiencing technical difficulties. Please try again later." This has been an ongoing issue for an extended period, despite my proactive efforts to resolve it.
  
  During a recent interaction with a customer service representative, I was sent a password reset email. Unfortunately, when attempting to use the provided link, I received another error message: "We are currently experiencing a technical issue and are doing our best to fix it quickly. Please try again soon." Despite the matter being escalated to a technical team (case# ********), there has been no resolution, and the problem persists.
  
  I have tried different devices and different connections without resolution.
  
  My attempts to seek assistance at the local store's customer service counter have been unfruitful as they redirect me to online chat or a phone number. It appears that my situation requires more in-depth investigation and attention than what frontline employees are equipped to handle.
  
  In light of the prolonged inconvenience and the lack of a satisfactory resolution, I am formally requesting that Kroger takes immediate action to correct the issues with my account and provides compensation in the form of a store credit for the time and effort I have expended in attempting to resolve this matter.

  Business Response

  Date: 11/22/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies about the technical issues you were experiencing.
  
  
  To better serve you and move towards a resolution can you please help me with the following information to create escalation ticket to our Technical Team to get it fixed and prevent it from happening again. Your response will be highly appreciated,
  
  -Is the customer using the banner site or mobile app?
  -Website URL (Example: banner.com/cart)]
  -Customer's Internet IP Address from Kroger.com/supportinfo:
  -Device Name and Type (ex: Computer, iPad, Mac, Laptop, Mobile Device Make/Model):
  -Operating System Name and Version (ex: Windows 10, iOS 9.3, etc):
  -Browser Name and Version (ex: Google Chrome 33.0, Safari 7.0, Mobile Device App Version):
  
  
  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.

  Business Response

  Date: 11/22/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies about the technical issues you were experiencing.
  
  
  To better serve you and move towards a resolution can you please help me with the following information to create escalation ticket to our Technical Team to get it fixed and prevent it from happening again. Your response will be highly appreciated,
  
  -Is the customer using the banner site or mobile app?
  -Website URL (Example: banner.com/cart)]
  -Customer's Internet IP Address from **********************:
  -Device Name and Type (ex: Computer, ****, ***, Laptop, Mobile Device Make/Model):
  -Operating System Name and Version (ex: ******* *** *** **** etc):
  -Browser Name and Version (ex: ****** ****** ***** ****** **** ****** ****** *** *******):
  
  
  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: 11/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20900378, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Joseph Flood
  

  Customer Answer

  Date: 11/28/2023

  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:11/20/2023

  Type:Product 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 purchased some canned goods on 11/11/23 and tried to return them on 11/15/23 and the manager would not let me. I had 26 cans of Cranberry Sauce unopened and needed to return them, because I just found out I have to limit sugar for risk of being a diabetic. I'm 76 years old and explained my health issues with the manager, but they refused to allow me to exchange these unopened cans of Cranberry Sauce. I didn't have my receipt, but their policy allows exchanges as shown here: ********************************************

  Business Response

  Date: 11/22/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.  
  
  After review, we learned that we unfortunately cannot see the transaction on the purchase date specified on our end. To efficiently deliver a resolution to your concern, we would like to ask a bit of your assistance. Can you please share your Kroger shopper card number for us to check into this further. Your response will be highly appreciated.
  
   
  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.  We appreciate your time and effort for giving us a chance to properly address customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. 
  
  After a thorough review, I was able to locate the customer transaction using the number ********** and upon checking transaction was made last Nov 4, 2023 @ 12:49 pm for the item of Ocean Spray Whole Berry Cranberry Sauce customer buy 24 pcs for $ 0.99 each a total of $23.76. Since this is an Instore purchase, we can't process a refund go back on the payment card however we can provide a refund as a form of store credit that customer can use on their next purchase. Customers need to provide this number ********** on the cashier and inform the cashier that they want to use the credit on the account. We will add $35.00 credit on the account including the amount for the inconvenience.
  
  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 ** ********* and find that this resolution is satisfactory to me.  I would also like to suggest to Kroger to update their Return Policy for those without a receipt.  Validation for a customer purchase should be emphasized as this was needed for my return.  This customer transaction/validation is not a requirement in Kroger's current Return Policy.  If it wasn't for my phone number, we would be going back and forth for months.
  
  
  
  Regards,
  
  
  
  ****** ****
  

• Initial Complaint

  Date:11/19/2023

  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.

  The customer on line in front of me was charged for her groceries and mine (total bill was 358.96; my portion of it was 166.23). I was home before I realized the mistake and immediately returned to the store with the receipt to explain what had happened. I then paid Kroger my portion of the grocery bill and was given the receipt back. I asked if the woman would be refunded and was told "When she comes in. We have no way to know who it was." I then pointed out that the receipt has a transaction number, her kroger customer rewards number, and the last 4 of her credit card but was again told she will have to come in "and she will, they always do." Kroger did not keep the receipt, and has now been paid twice for my groceries. I would like the other customer to be identified or her transaction voided so that she does not pay for groceries she did not purchase and Kroger is only paid once for my groceries.

  Business Response

  Date: 11/20/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving a chance to properly address customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.
  
  Rest assured that once other customer will come back, we will process the refund or the correct amount for the groceries. As of now due to security purposes we are not allowed to back track the customer with the information on the receipt. However, like i mention once customer came back, will process the correct charge for them.
  
  We appreciate your understanding of our policies and your cooperation in maintaining a fair and equitable system for all users. Our goal is to provide the best possible experience, and we hope to find a resolution to any concerns you may have.
   
  Regards, 
  Kroger Co.
  
  

• Initial Complaint

  Date:11/18/2023

  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 placed an online delivery order but never received my delivery order. Kroger still charged me for the order. I requested a refund several times, but the agents acted like they didn't know what they were doing. Each customer service agent would say it was refunded, but it never was. I just want my refund. Kroger delivery order # *******************

  Business Response

  Date: 11/19/2023

  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. 
  
  Please be advised that we have already submitted a refund request for the delivery order not received amounting to $132.60 which may take up to 30 days (EBT payment) to be credited back to the original payment method. Furthermore, an email confirmation will be sent out when the refund is fully processed.Here is your reference Case ********.
  
  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: 11/21/2023

  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:11/17/2023

  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 am a Physically disabled person and I was a regular shopper at home delivery shopper by Kroger. Kroger
  discontinued my at home delivery for no reason. This is discrimination against me a disabled person because they said that it would not fit them to deliver to my apartment anymore and I can go into their Kroger stores and shop. Yet I can’t shop in Kroger’s Crowded stores because of my physical disability. The person was not concerned and didn’t care about my physical disability. The person was very rude to me. I want my Kroger APP to be corrected because they purposely blocked my Kroger app so that I can’t shop online and have my groceries delivered to my apartment. This is Discrimination.
  Thank You for your help

  Business Response

  Date: 11/20/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving a chance to properly address customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.
  
  After careful review of your account activity, it has been observed that there has been a frequent and disproportionate number of refund requests associated with your account. Our refund policy is in place to ensure fairness and transparency for all users.  We understand that issues may arise with our products or services, and we are committed to addressing and resolving concerns promptly. Excessive refund requests can impact the stability of our services and compromise the experience for other users. 
  
  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: 11/20/2023

  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.

  Kroger doesn’t have a refund policy and any damaged items I received it’s because of a Kroger delivery person. I have stated to Kroger that I am
  physically disabled and that’s why I have Kroger delivery services. Kroger’s executive told me without 
  any remorse stated to me that it would not be a 

  fit for me to get my groceries delivered to my place
  by Kroger anymore and to not shop at a Kroger store anymore. This is Discrimination against me as a physically disabled person.  Kroger has also blocked my Kroger account so that I can’t place an order or even use my Kroger App. 
  

  I want to gain access to my Kroger account in order to maintain my delivery services with Kroger. 

  Regards,

  
  
  
  ***** ******
  
  

  Business Response

  Date: 11/21/2023

  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.
  
  As per cautiously checking on this concern, we always make sure that equality and fairness are one of our top priorities. We want each and every one of our customers to enjoy and be valued in every way possible. Hence, we also need to observe, check and review account as part of our process to follow our refund policy. System detects any excessive activities on the account to protect both customer and company's welfare. We are still working on the best of our abilities to improve either delivery or instore services and resolving concerns as fast as possible with all the accuracy.  
  
  We appreciate your understanding of our policies and your cooperation. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate and address this matter. 
  
  Regards, 
  Kroger Co.

  Customer Answer

  Date: 11/22/2023

  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.

  Kroger is not telling the truth because I was told differently, there’s a correction because I was truly informed that it would not be a fit for me to have my groceries delivered and for me to shop in the Kroger stores because of my Physical Disability. Kroger has discriminated against people before. Even if I was told to shop inside the Kroger stores it’s still Discrimination because I informed Kroger that I was physically disabled and I can’t shop inside their stores. Then my Kroger App is totally messed up. Kroger needs to rectify the problem. All types of people have made the Kroger Corporation very wealthy. Yet they are suppose to have excellent customer service and customer service satisfaction guaranteed. Kroger lie about everything because they have been sued for how awful they treat their employees and Kroger customers. They probably have a lawsuit against them right now. I want my Kroger App Account fixed and I am requesting one year of free groceries. Understand that the Kroger employee/employees was rude, arrogant, and obnoxious to me. 

  Cordially, 
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:11/17/2023

  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.

  On Nov 14 2023 I placed an order from Kroger to be delivered the next day. They confirmed a price. The next day when the order was delivered they charged me a completely different price based on a new add price. Had I known of the price change I would not have ordered the items I did. Changing the prices like that without notification IS very deceptive!!!! I contacted their website and was basically told tough luck!!! This is a poor way to run a business!!!
  
  my order number is *******************.
  
  i would like the original price the web site quoted me!!!!

  Business Response

  Date: 11/17/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate 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 credit to your loyalty account that you can use on your next purchase.  I am deeply sorry for any inconvenience this may have caused. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.
   
  Rest assured your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers.   Your comments have provided us the opportunity to evaluate, address and correct this matter.
   
  Regards,
  Kroger Co.

  Customer Answer

  Date: 11/20/2023

  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:11/16/2023

  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.

  Kroger Distribution allows you to shop on Tuesday for a Wednesday delivery, but they do not explain their ad prices will not be good. This, among other issues resulted in an overcharge to me of $12619. The CS rep, by his calculation, said the overcharge and incorrect charges totaled $125. He stated he hears complaints all the time, but Kroger will not resolve it through disclaimer or offering to allow people to pre-shop the next ad. Nor do they offer same day delivery. So people think they are getting one price, but actually paying another. He told me he was not authorized to issue me a refund. he spoke to a supervisor and came back and told me they refused to give me a refund for the overcharge. Then he transferred me to a "supervisor" **** who offered me a $20 credit. I told her I would be disputing with my back and filing with the Florida Attorney General as well as the BBB. I want my money. How many thousands of people do they trick like this! Please see the full explanation and calculations attached.

  Business Response

  Date: 11/17/2023

  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.  We are deeply sorry about the experience that  is never something we would expect for our customers.
  
  
  After further review, we identified that there is no overcharge on the order. It happens that the weekly ads run from Wednesday to the following Tuesdays. Customer placed the order on Tuesday with items on sale for that ad, and when it was finalized and processed after delivery it is reflecting the new weekly ad prices. When it was processed the prices for the items changed cause the ad change.  Most of the sale price, discount was removed because another set of weekly ads came up. Customer has to order within that week and get delivered within that week to get those ad prices.
  
  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:11/16/2023

  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.

  A medication I no longer take was automatically refilled. I am unable to get a refund or a store credit for this medication.
  I believe King Soopers is running a scam, refilling and charging people for medications that they do not need. As a senior I cannot afford to pay for what I don't need.
  This medication was picked up at the drive-up window at King Soopers **** ****** ****** **** ******** ********** (store #********) on November 13, 2023.

  Business Response

  Date: 11/17/2023

  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.  We are deeply sorry about the experience that  is never something we would expect for our customers.
  
  To make it right  a $20 credit has provided for  our valued customer &  inconvenience. Can view or check the added Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section. It will be apply on the next purchase. How to use the store credit:
  1. Kroger Delivery or Pick Up - the credit will automatically deduct upon checkout process.
  2. Instacart Delivery - Just add an instruction to a special notation box that you want to use the credit.
  3. In-Store - Kindly advise the cashier that you want to use your store credit on your loyalty card.
  Note: Store credit cannot be use as payment for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases.
  
  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: 11/21/2023

  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:11/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Fred Meyers on August 5, 2023 and told the clerk that I wanted to pay my account in full. The clerk told me my balance is $1,287.00, so I paid it. In September I received an e-mail from Fred Meyers stating that my payment is due. I called Fred Meyers and told them that I had paid my account in full. Fred Meyers said no, I still owe. Fred Meyers said that I still owed six hundred and some dollars but my pass due amount that i owe this month is $81.00, so I paid it. But after thinking about this and asking questions about, if I asked the store clerk what is my pay off amount and he said $1,287.00, how is it that I still owe anything?

  Customer Answer

  Date: 11/20/2023

  Fred Meyer

  Tacoma Pacific

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

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

  Business Response

  Date: 11/22/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience.
  
  To track down the issue, we kindly request the customer to provide their loyalty card number, transaction details such as date and time of incident and transaction id and what did they paid for in order to review the concern. Once reviewed, we will follow-up.
  
  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.