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

1,673 total complaints in the last 3 years.
541 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:11/14/2023
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.
Place an online grocery order for delivery on 10/31/2023, which Fred Meyers uses Instacart to shop and deliver order in their behalf. Order containing 5 items ordered was delivered. The next day my checking account via debit card was charged $201.52, with at total of $190.42 of the $201.52 charged for items I did not order, nor receive. I have reached out to Kroger to report the overcharges and was told a refund to $190.42 would be issued and received by 11/10/2023, then when I did not receive the refund I called and was told the refund would be issued by 11/14/2023. It is now 11/14/2023 and still not refund. HELP PLEASE! Kroger (Fred Meyer) is the one who processed the charges and should provide a refund on items never received.
Business Response
Date: 11/15/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Upon checking, the refund has been successfully submitted for the amount of $156.49 however it may take 7-10 business days to be back to the original payment method. An email confirmation will be sent out once refund is fully processed. here is your reference case *********

Rest assured your comments have been forwarded to our internal management teams. We anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,
Kroger Co.
Customer Answer
Date: 11/21/2023
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 provided the refund amount and is received within the stated number of business day (7-20). This complaint will be reopened if not received within the responders timeframe.

Regards,

****** ********
Initial Complaint
Date:11/14/2023
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 bought a package of. ******** ***** chicken tenders on11/13/2023 at 5:15pm when I got home I opened up the chicken and the worst smell ever came out this package, I threw up I immediately bagged it up in several bags and called Krogers- ********** ******** (********** ********* ****** *****. I explained the situation and voiced my concern about the other packages still on display. The service person assured me that they would go pull it before another customer bought it. I was told to bring my receipt to the store and to dispose of the rancid meat. On 10/14/2023 at 9:00am I returned to the store I decided to go look and see if the bad merchandise had been removed, to my horror it hadn’t been I smelled the other packages that were stocked and oh my God you could smell the bad meat. I grabbed a pack and went to the service desk asked for a manager, the manager came I told him everything I just stated, he stated he couldn’t smell it because of sinus problems however he walked to the meat department and Zi heard the employee state Oh my God that stinks. The mgr. came out apologize and I showed him several other packages that were still there .He took me up front casually told the receptionist to refund me my money. First of all I seemed to be the only one with anxiety that this meat had been sold to myself and no telling how many other customers and the fact that there was mor merchandise still being mark down and sold to the public . There use to be a policy where the customer was refunded 3-5 times the amount of the price ( that really isn’t the issue) No one cared that I got sick just from the rancid smell and that others had purchased this bad merchandise I felt dismissed and I feel I should have been compensated more. What happened to customer service and the concern for not selling Grade A food product, or the concern that people could literally die from eating bad spoiled chicken. This chicken had been marked down in order to sell it when it was fresh it cost.
Business Response
Date: 11/15/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving a chance to properly address customer’s concern with the assistance of the BBB. We are deeply sorry about the experience that is never something we would expect for our customers.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that we can provide an excellent experience for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. To make this up for you I have added $30 credit to your loyalty account. You 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. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.
Initial Complaint
Date:11/14/2023
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.
On 11/13/23 at around 2:30 pm I purchased less than a bag of groceries from the Fred Meyer Kroger store on ************** ** ** *****, ** ****** One of the items was not the price it said on the shelf, so I voided it, but when you do that, the checker has to approve the void before you can finish checking out. The checker, ******* (dyed black hair large woman in UScan), harassed me about voiding the item then went to check the price. I continued checking out, no longer wanting the item. She came back just as I finished and called me a liar. What was so offensive about this was that I didn't ask her to give me the price that was under the item. I simply voided it. All she had to do was void it. But she refused to take the item, made a huge deal out of it, then went to check the shelf. Then came back and called me a liar. I don't shop at Freddies anymore because of things like this, which happen quite often at this store. After I checked out I went to the shelf to take a photo of the item with the wrong price. She had removed the price tag and all of the items there. You have some seriously hostile people working in this store.
Business Response
Date: 11/14/2023

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

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that we can provide an excellent experience for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. To make this up for you I have added $10 credit to your loyalty account. You 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. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.
Business Response
Date: 11/16/2023

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 always take time and give attention to this kind of concerns that is why we make sure that your experience will be heard and rectified. As per checking from your first contact with one of our representatives, she was able to forward what happened to the store and I can see that the store management already responded yesterday November 15, 2023. They mentioned of contacting you to get more information about your interaction with the store checker. 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: 11/16/2023
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.
<sigh> You aren't hearing what I'm saying. This is a recurrent theme at this store. The store manager is part of the problem. He doesn't address the staff insulting the customers during checkout. This is why I don't shop there anymore. I asked that you report this to the district manager to discipline the store manager and then ******** Instead, you're reshuffling the same issue to the same people who are part of the problem.

Regards,

*** ****
Initial Complaint
Date:11/10/2023
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.
This complaint is with Kroger's pharmacy in ***** **** on ******** Avenue. The complaint centers around two pharmacists: Kelly (a floater) and Heather B********* (a Manager). On November 3, 2023, I picked up 2/3 of my prescription of *******r. I was told by Kelly that I would have to come back the next day and pick up the other third of my prescription because they did not have enough of the drug Belsomra to fill the prescription. I said that was not a problem. I came back the next day for the other third of my prescription. This is where the problem occurred. Heather B*********, the manager of the pharmacy, told me that I could not fill the other third of my prescription because it was a controlled substance and that I would have to wait until the next month to get the regular amount. I said that would cause me to go one week without my sleep meds. So, I went to the store manager to complain. She said that she had no control over pharmacy. Her advice was for me to look up the 1-800 help number at Kroger. So I did. I never could got through the cyber jungle that Kroger had. I still have not been able to talk to anyone of authority. Road blocks after road block. all of these managers and NO ONE is willing to Help me.
Business Response
Date: 11/16/2023
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 our company prides itself on integrity and we value the customer's input. As 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.

Rest assured your comments have been forwarded to Upper Management Team so this issue can be addressed accordingly. We truly apologize for any inconvenience this may have caused.

Regards,
Kroger Co.
Initial Complaint
Date:11/09/2023
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 11/7 I went to Krogers on ***** **** ***** ********** ** *****. I got home I could not find my bag with my onions, ********** **** Oatmeal Cookies and **** Caesar salad dressing. All these items were missing. I looked everywhere for them and they are nowhere to be found. Only thing I can think of is it being left at the register I was at. The guy at the register was too busy looking off and throwing my bags in the buggy quickly and where I had to slow him down from crushing my items. Groceries are too high for this. I want my refund of my items or for me to be able to go pick them up the only reason i haven't went back because i dont have a car the moment making it difficult for me to get there . I want my food or my refund. Please see attached receipt
Business Response
Date: 11/10/2023
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. We truly value our customers, and this is not the experience we want them to have.
The Kroger Company is dedicated to improving the shopping experience for our customers. I am sorry to learn that there are missing items on your recent in-store purchased at **** **** ********** ** *****. This is certainly not the experience we want for our valued customers. We really want you to shop with us again and have an opportunity to have a great experience. To make this right and to compensate for the inconvenience, I have added a $30.00. credit to your Loyalty Account that ends with ****, which will redeem on your next grocery purchase.

To use store credit 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. For delivery orders, put a note on the Special Instruction box that you have credit on your account that you want to use.

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. We deeply appreciate that you have taken the time to let us know about this issue. Your comments were forwarded to our internal management team for review so, this issue can be addressed accordingly.

Regards,

Kroger Co.
Customer Answer
Date: 11/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******* ai want to confirm with Krogers was the $ 30.00 credit applied to my kroger account. I do not see it.

Regards,

******* *******
Business Response
Date: 11/13/2023
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 about the technical issues you were experiencing.

Upon checking on our end, it appears that the $30 store credit is applied accordingly on your account.

Customers can view their Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section.

NOTE: There is a known issue with the Account Credit balance not showing on the Mobile App, current as of 9/19/23. If a customer mentions this, refer them to the Banner site to view their balance.

Regards,
Kroger Co.
Customer Answer
Date: 11/13/2023
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:11/09/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged a delivery for my grocery order. But I have a boost membership. After contacting customer service I was told it would take 7-10 days for a refund. I told them I needed it back in my bank account because I would be charged for low amounts in the account (under $10). The agent was like sorry not sorry this is our policy. I put it on your Kroger account for $10 for inconvenience and a refund. I argued that now I could only use it at Kroger and it still didn't fix the low account fees. They told me the could do nothing else but hoped the credit would be enough. $3 for inconvenience. I was charged that $6.77 after I had already been charged for a boost renewal.
Business Response
Date: 11/09/2023
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.

As a token of apology, we have added a $20.00. credit to customer's account ending in (****) which will redeem on the next grocery purchase. This is on top of the refund that's already been processed back to their original payment method. Using our credit is very easy and convenient to use. It doesn't have an expiration date. 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.

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

Regards,
Kroger Co.
Customer Answer
Date: 11/11/2023
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:11/09/2023
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.
Do to being beyond 2,000 character limit, I have attached the horrible customer service experience for clarity.
Business Response
Date: 11/18/2023
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. We truly value our customers and this is not the experience we want them to have. I have shared your comments to our internal management teams for further review and 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.

To better serve you and move towards a resolution can you please help me with the following information to prevent it from happening again. Your response will be highly appreciated.

* Date and time of the incident (include specific details):
* Store location:
* Involve personnel (manager, store employee, pharmacist etc.)
* Name of the above mentioned position.
* What is the issue is all about.

Regards
Kroger Co
Customer Answer
Date: 11/20/2023
Date & Time of Incident:
11/07/23 & 8:12PM - Attempted to upload receipt but said file was “too large.”
———————————
Store Location:
**** **** ******
***** ********** ** *****
———————————-
Involved Personnel:
Jose - Manager

Icela - Store Cashier

Gleysis - Store Cashier
———————————-
What issue is all about:
What was to be a routine trip to Food 4 Less turned into a Masterclass in “If you want to offer appalling customer service, sign up for this course!”

On Tuesday, November 7, 2023, I went to Food 4 Less to purchase 4 bags of chips.
I then proceed to get in the 15 item or less line.

Gleysis is the cashier for the 15 items or less line. I asked her to scan the chips with the scanner gun, she refused. I again ask Gleysis to use the scanner gun to scan my 4 items and again, she refused.

*To be clear, ever since COVID-19 began, I have been very cautious about cashiers handling my groceries. My immune system is not the strongest. Either I use self-checkout or I ask the cashiers to use the scanner gun.*

Gleysis repeatedly stated, in an impolite and ungracious manner, that she would not use the scanner gun to scan the 4 items. I have shopped at the **** **** ****** location for years and I have never had an issue with having my groceries scanned with the scanner gun.

I ask Gleysis to get her manager and she unpleasantly says, “stand over there to the side and I’ll call him.” Immediately she begins to take other customers without calling the manager. I state several times, “please call your manager because you are not calling your manager as you stated.” After deciding she’ll call the manager on her own time and not immediately, Gleysis finally calls him.

Eventually José came to the register and I asked to speak with him. From the moment I tried to explain the situation to José, he clearly was disinterested with what I had to say. I then told him that my items needed to be scanned with the scanner gun and if he can have Gleysis complete the task. José declined to do so stating that, he cannot have her stopping to scan other customers groceries for me. At this point, I am beyond frustrated because no one will scan my items with a clearly working scanner gun. Furthermore, José and Gleysis acting as if I am disrupting other customers in the store because I wanted 4 items scanned with the scanner gun, was beyond disappointing. I let José know that I am going to contact Food 4 Less corporate and the Better Business Bureau and he simply shrugs his shoulders and says okay. I am confused by his apathetic demeanor, as supervisors and/or managers are suppose to be buffers that prevent that type of customer escalation.

I ask José, “how am I suppose to pay for these items if no one will scan them to my liking?” José then says, “oh, you haven’t purchased yet, I thought you did!” José is lying because I asked him to have Gleysis scan the items, so why would I scan my groceries twice?

As we walk to a register so José can scan my groceries with the scanner gun, he begins to speak under his breath. José says, “this isn’t that big a deal.” I am not only shocked at the lack of customer service but the attempt to shift blame to me as if I asked either Gleysis or José to move Heaven and earth for me. Perplexed, I attempt to again explain the situation to José and make my point as clear as possible. José decides at that moment that he wants to take his unprofessionalism to unprecedented heights and says, “you know what, I’m done, I can’t help you!” José walks away from the register and to his office where he is clearly more comfortable. I follow José as he walks to his office and ask for his official title, he proudly boasts his name tag by grabbing it and pushing it towards me, as if to say, “here you go, contact whoever you need to contact, I’m not afraid.” I ask for his official title once more and while the office door is closing he crudely says, “I’m done speaking with you!”

Now I am angry because no one will scan my items with the scanner gun and it would literally take seconds to do so. Nevertheless, I am undaunted and I stand in a new line next to Gleysis and attempt to purchase the items in a manner that will protect my immune system. While in line, I notice Gleysis begins to speak with Icela. I can only assume she is telling Icela not to scan the items with the scanner gun. Sure enough, when I get to the front of the line and ask Icela to scan my 4 items with the gun, she declines. My head is spinning at this point because 3 adults are acting in a childish manner due to pride, ego, and unprofessionalism. Again, I ask Icela to scan my 4 items with the scanner gun and she rudely declines. She then says, “if my manager does not want to do it for you then we don’t have to do it.” I am left STUNNED! Icela proceeds to call José on the phone as she realizes that I have no plans for anyone to touch my groceries. After she hangs up the phone she begins to scan the 4 items in less than 5 seconds. I take my receipt and I proceed to leave the store.

What makes me so angry was the fact that this entire incident was avoidable. Eventually, each of the 4 items I wanted scanned with the scanner gun were SCANNED WITH THE SCANNER GUN! There is no reason why I should have gone through that poor customer service experience with 3 different employees.

I do expect this situation to be resolved. I am leaving this complaint with Food 4 Less directly and with the Better Business Bureau.

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 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 welcome your feedback because our customers are essential to our business. Please be assured that we are committed to providing you with the best shopping experience possible.

We have added a $30 store credit to the customer's shopper card ending in **** to be used towards their next in-store or on-line purchase. They can view their Store Credit balance on the banner site and mobile app. The credit will be listed as an “Account Credit” under the My Account section. 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. 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 to the customer for any inconvenience this may have caused.

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.

Thank you!

Regards,

******* ******
Initial Complaint
Date:11/08/2023
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 grocery delivery through the Fred meyer app. I used ********** food snap benefits as the primary method of payment to the tune of $275.26, Thursday Nov 2nd. This was a failed delivery via instacart. I called Fred meyer and then ********* and was assured that I would be refunded within the span of a few hours. This is obviously not the case as my foodstamps have not been refunded. Please assist me. I have a ticket open(presumably as I haven't had response) with customer service at Fred meyer via email and have made several VERY frustrating attempts at contacting them by phone, only to be brushed aside and hung up on by automated phone services. I went in the there customer service kiosk on the 3rd to speak my truth and received a $40 store credit from the very nice employees at the kiosk but it still leaves me out a significant amount of food snap benefits. Thank you for your time and I pray this arrives in a timely fashion as I can buy food with money but I cannot pay bills with ebt food snap benefits. I have all information regarding the order, logged in the Fred meyer app.
Business Response
Date: 11/09/2023
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 about the technical issues you were experiencing.

To better understand and assist the customer with their concern, I may need to verify few things with their account. May we ask assistance to have the customer provide the following information from their account:

-Order number of the order that was cancelled
-Date of transaction
-Total amount of the order

We highly appreciate your response, and we apologize for the inconvenience this may have caused to the customer. Rest assured we will look into it carefully.

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,

******* *****
I have reached resolution with the aid of local news outlet. I greatly appreciate the service you offer and I would support the current ruling 100%. Business resolved the issue but I remain dissatisfied is exactly how I would describe it. Thank you and I hope this finds you well.
Initial Complaint
Date:11/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Kroger at **** * **** *** ************* ** *****, does not honor digital coupons that have been correctly loaded to my Kroger Plus Shopper's Card. I have consistently had difficulty with this happening at this store.
The various explanations I have received: "oh it takes a few hours for them to load to your card", "I don't know why, but other customers have had the same problem", "You have to go to customer service to have them fix it". Then at customer service: "you have to use the card loaded to your smart phone to get the digital coupons, so you did it wrong". The card number on my digital app is the same as on the loyalty card I have been using for 20 years, per the Kroger Customer Connect representative (case# ********) I spoke to on 11/8/23.
I feel this is a fraudulent practice. I have to study my receipt at check-out to make sure I have received the correct prices. If a customer can clearly see the digital coupon loaded properly on a smart phone, tablet or desktop computer, and the same loyalty number has been used on all three, then Kroger should be able to recognize this and give the customer the correct prices.
This appears similar to the recent Dollar General case where customers didn't get the correct price at checkout.
Business Response
Date: 11/09/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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.

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. We added $20.00 Compensatory Credit on the account for the inconvenience. 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: 11/09/2023
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.
Although I appreciate the offer of $20 credit, I was also given $10 credit by the Customer Connect representative I mentioned in my original complaint. I have no confidence that the store in question will address this issue with their customer service desk or U-Scan personnel. As a many, many years customer of Kroger, I find this unacceptable.
It is only at this Kroger have I consistently experience this issue. I would ask that the store manager for this location be made specifically aware of this situation and contact me directly. I would have tried to contact him/her directly, but the calls go through the Customer Service desk at that store, and Terrie, who treated me so badly, answered the phone. I asked for the corporate number, and she put me on hold and never came back.

Regards,

****** **********
Initial Complaint
Date:11/08/2023
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 have used Kroger about 4 times now and every time My order is NOT Complete but yet at time I ORDERED they had Plenty IN STOCK?? They Charge 9.95 to Deliver Everytime and everytime my order is NOT complete...and that DONT include the TIP I ALWAYs leave the driver..I even CALLED Kroger and ASKED If I could PRE-ORDER TWO Full CASES every MONTH and was told NO???If Kroger KNOWs they have a Customer that EVERY MONTH orders SAME Exact Thing MONTH after MONTh they when they ORDER their STOCK why CANT they add One or TWO More Cases On TOP of their NORMAL Order to HELP a CUSTOMER get His COMPLETE Order for a Change...If this Product Comes 12 to a CASE they I DONT mind PAYING In ADVANCE for TWO Cases Every Month that rolls along
Business Response
Date: 11/08/2023
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 are deeply sorry about the experience that is never something we would expect for our customers.

After further review, unfortunately there is no way for us to assure that this item will be available every month. We expect our store shelves to be fully stocked with items, however there are times when we experience transportation delays, product supply issues, and sales that exceed forecasting. I have forwarded your concerns to the store management team.

Rest assured your comments have been forwarded to our internal management teams. We anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,
Kroger Co.
Customer Answer
Date: 11/09/2023
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. again....when ON LINE and ordering..It gives the NUMBER of items Available...Said it had 16 available when I Ordered 10....which would leave 6 left..I still only got 9....and This is ALWAYS an ON Going PROBLEM everytime I Order !!!and at 9.95 per delivery PLUS TIP for Driver I ALWAYS get SHORT CHANGED on every SINGLE ORDER!!!!

Regards,

******** ******* **
Business Response
Date: 11/09/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.
I am sorry to learn if there is an issue placing the items on your online order, this is certainly not the experience we want for our valued customers. The Kroger Company is dedicated to improving the shopping and delivery experience for our customers. Our website does not necessarily reflect current stock in the store. If an item appears on the banner site or mobile app, this does not mean the store has this item in stock. we will do our best to fulfill the item and select a suitable substitute if they choose to allow subs on an order in the event an item cannot be fulfilled or subbed, the customer will not be charged. Kroger Delivery time slots will show to customers even if they have an item in their cart that cannot be fulfilled by Kroger Delivery. They will see a message stating, “1 item not available”. If the customer needs that item, they can select Instacart to fulfill their order instead of Kroger delivery.

We review your account, and it shows that you have 3 delivery order since your account is created, Sep 13, 2022, Jun 7, 2023, and Nov 7, 2023, and as we check, there is no tip on those order and our policy for delivery order fulfilled by Kroger has no tip. We are sincerely sorry for inconvenience.
Customer Answer
Date: 11/10/2023
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 Reject simply because on all THREE orders I was Shortchanged on my Order every Single time..and I Dont care If U have a NO Tip I still TIPPED the Driver all THREE Times...Its NOT about tips..its about NEVER getting my FULL Order In All THREE Orders but yet Im Still Charged FULL DELIVERY Fees on ALL THREE Orders!!! when I place My Order ONLINE..It Gives me the TOTAL: number you have PER Item and thats why I orderd 10 cause it SHOWED you had 16 of them!

Regards,

******** ******* **
Business Response
Date: 11/10/2023
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.

To make this right I have added $30 credit to your loyalty account that you can use on your next purchase. I am deeply sorry for any inconvenience this may have caused. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.

Sometimes it's really happened that an item is available on our website and on the app, but we are unable to predict those items that the customer is placing online which is beyond our control, the only time that the availability of an item can be updated by those people who do the inventory.

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: 11/10/2023
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. but still the Customer gets the BLUNT end of DEAL and NEVER a COMPLETE Order after THREE ATTEMPTs of Ordering and Still SAME EXACT Answers...NO GOOD Solution for CUSTOMER WHAT SO EVER

Regards,

******** ******* **
Business Response
Date: 11/13/2023
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. 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 item availability and the other would be the delivery fee. Please allow us to provide information regarding this.

The website does not necessarily reflect the current stock of the item in the store. Although we strive to have all items in stock, there is one thing we cannot control. We cannot control the volume of customers who are simultaneously placing the orders for the same item. As much as we would love to have enough supply for every customer, there are just times when it does not meet the demand, in which we are continuously working on finding the right balance.

Second point would be the delivery fees. These fees are put on orders whenever they are delivered even if the items are complete or not. Please understand that this fee helps cover the cost of paying for our delivery drivers, vehicle maintenance and fuel as well. We also have memberships and promotions from time to time that can help waive the delivery fees.

Rest assured your comments have been forwarded to our internal management teams. We anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,
Kroger Co.
Customer Answer
Date: 11/14/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. again I REJECT because Once you Go ONLINE at KROGER and start Shopping for an ITEM/ It will DISPLAY How many ITEMs are AVAIALABLE for that ONE Item you are Looking at and there was 16 of those items when i ordered 10 which wopuld have left 6 items Left and there WAS 6 items Left AFTER I Placed My order of TEN....I guess i need to STOP using KROGER cause they CANT even be HONEST with the Better Business Burea let alone a LOYAL Customer like Me???

Regards,

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

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