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

  2300 N Limestone St Springfield, OH 45503

• 

  The Kroger Company

  4506 Brandt Pike Unit A Dayton, OH 45424-6084

• 

  The Kroger Company

  172 Logan Street Noblesville, IN 46060-1437

• 

  The Kroger Company

  4025 S Old State Road 37 Bloomington, IN 47401-7482

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:07/10/2025

  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.

  To Whom It May Concern,
  
  I am writing to file a formal complaint against Kroger Boost regarding repeated billing errors and unresponsiveness to customer support inquiries.
  
  On July 9th, 2025, I placed an order through Kroger, using both EBT and debit payment methods. At the time of checkout, my non-EBT items totaled approximately $20. However, Kroger later charged $61.67 to my debit card for non-EBT items, while only $28 was billed to my EBT card. This is incorrect and misleading.
  
  After carefully reviewing my order, including tips, delivery fees, and fulfillment charges, the total cost of debit-eligible items should have been no more than $32.08. Kroger appears to have misclassified EBT-eligible items, charging them to my debit card instead. I have preserved detailed screenshots of my order and receipts to verify this discrepancy.
  
  I reached out to Kroger customer service via live chat to resolve this issue. Despite repeated attempts, I was ignored and received no response. This lack of communication has become a pattern with Kroger Boost services. Every time I place an order, payment errors occur that disproportionately impact me. I feel I am being overcharged and taken advantage of, particularly when attempting to use government-assisted programs like EBT.
  
  I am requesting a full investigation into these billing practices and proper accountability from Kroger. I also ask that this issue be escalated and resolved promptly. I am prepared to provide documentation and screenshots supporting my claims.

  Business Response

  Date: 07/12/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the frustration and confusion caused by the unexpected charges made on customer's credit cards instead of your EBT card. We regret that we fell short of meeting  expectations in this instance.
  
  Please rest assured that we have escalated this matter to our technical team for further review and  investigation under Service Now Escalation Ticket #**********. We are committed to identifying the root cause of the issue and ensuring that it is resolved promptly. We will keep customer updated and provide a response as soon as we receive feedback from the technical team. 
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 07/15/2025

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

  
  FYI I've confirmed that the $40.00 and $61.67 charges were routed through two separate Kroger locations in ********-a pharmacy in ******** and a gas station in *******. I live in **** ******** and have never visited either location. This proves the charges were not tied to my actual order and raises serious concerns about fraudulent billing, misrouting, or systemic manipulation within Kroger's Boost platform.

  
  

  Customer Answer

  Date: 07/21/2025

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

  
  

  
  

  I would like to reopen my complaint against Kroger -complaint ID ********. New information has come to light, including charges routed through two separate Kroger locations in Virginia—neither of which I’ve ever visited. These charges were not tied to my actual order and raise serious concerns about fraudulent billing and misrouting.
  
  Kroger has not issued a refund, and their previous response was misleading. I have documentation to support my claims and would like to submit a follow-up.
  
  Thank you, 
  ****** ******
  Complaint ID ********
  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 07/26/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  As per checking reference case ********, a ticket was forwarded to our technical team regarding the charge on your backup card for order number *******************. Upon review, our team confirmed that your EBT card was authorized for only $28.71 at the time of order placement. Due to payment compliance regulations, we are unable to exceed the pre-authorized amount on EBT transactions. Therefore, when the final order total increases, the additional amount is automatically charged to your backup debit or credit card. We cannot charge the EBT card a second time after the order has been placed.  A warning message is included during checkout that explains the process to the customer.  
  
  *Prices are estimates, the final amount is determined when you received your order.  If the final is more, the additional amount will be charged to your credit or debit card.
  
  Please be advised to contact your bank or financial institution regarding any fraudulent charges.
  
  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:07/10/2025

  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.

  Extremely disappointed with the service I received from Kroger’s delivery. I waited at home for a scheduled delivery that was supposed to be made this morning. At 9:44 AM, I was notified that my order would arrive around 9:57 AM. I stayed home and made myself available. Then, at 10:05 AM, I suddenly received a text message saying the delivery had been canceled, with no reason given and no option to reschedule.
  
  To make matters worse, I contacted Kroger via online chat immediately afterward, and they provided no resolution at all. No offer to redeliver, no explanation, and no effort to make things right. Just a canned response and nothing else, then they ENDED the conversion.
  
  This entire experience was a complete waste of my time. I rearranged my day for this delivery. The service has gone downhill rapidly and is now both unreliable and unprofessional. Fair remedy requested. Online chat conversation is uploaded.

  Business Response

  Date: 07/10/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. After further checking on the delivery order, the reason why the order has been cancelled is due to technical issue. Please advise the customer that no amount has been charged on the customer account and for the inconvenience I added $20 store credit on the account.  
  
  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. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.
  
  For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".
  
  We appreciate the patience of the customer regarding this. 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: 07/11/2025

  
  

• Initial Complaint

  Date:07/09/2025

  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 order for a custom cake on May 31st for pickup on June 20th. I sent my daughter to pick it up, and upon receiving it at home, I noticed that the cake was not made correctly. The lettering ran into the border, which made it look messy and unprofessional. This cake was for a very special occasion—my grandfather’s 100th birthday party—so I had no choice but to keep it, as I couldn’t host the celebration without a cake.
  
  On June 25th, I went to the store to speak with management regarding the issue. I spoke with Assistant Store Manager Kira, who informed me that Store Manager Brandon said nothing could be done since I no longer had the cake. I was not offered an apology, a chance to speak with the bakery staff, a gift card, or any goodwill gesture for the inconvenience and disappointment.
  
  I have already contacted your Customer Support Specialist, but as of today, I have not received any response. I would appreciate it if someone could reach out to me directly regarding this matter and refund my money in full for the inconvenience.

  Business Response

  Date: 07/20/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for the experience customer had with cake order.
  
  We understand how important this order was to our customer, and we are truly sorry that the cake was not made correctly and was presented in a messy and unprofessional manner. This is not the standard of quality or service we strive to provide, and we completely understand the disappointment. Please rest assured feedback and experience has been forwarded to internal management team to properly address. We are committed to addressing this issue internally to ensure it does not happen again.
  
  To express our regret for any frustration or inconvenience this may have caused, $60 credit successfully added to the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account.
  
  We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Business Response

  Date: 07/20/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for the experience customer had with cake order.
  
  We understand how important this order was to our customer, and we are truly sorry that the cake was not made correctly and was presented in a messy and unprofessional manner. This is not the standard of quality or service we strive to provide, and we completely understand the disappointment. Please rest assured feedback and experience has been forwarded to internal management team to properly address. We are committed to addressing this issue internally to ensure it does not happen again.
  
  To express our regret for any frustration or inconvenience this may have caused, $60 credit successfully added to the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account.
  
  We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 07/21/2025

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

  Customer Answer

  Date: 07/21/2025

  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:07/09/2025

  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.

  A subsidiary of this company, Ralph's, has the worst customer support on its app. I was threatened by an employee in a chat on the app today, and she disconnected the chat, did not give me a credit and refused to connect me to her supervisor. It is usually difficult to get good customer service with this chain and today was just abysmal. This P******* should be fired for refusing to help me and being ignorant about the products, and the fact that she was typing to me is consent when I told her I would show the messages to a supervisor. All I wanted was a credit for $4.99 for some bad peaches and I had to spend an hour trying to get help. Now they can refund the entire amount of purchases that day.

  Business Response

  Date: 07/10/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Will make sure that the feedback for out chat representative will be escalated to the right department.  Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations. 
  
  Regarding for the product concern and for the inconvenience I added $30 store credit on customer account. 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. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.
  
  For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".
  
  We appreciate the patience of the customer regarding this. 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.

  Business Response

  Date: 07/10/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Will make sure that the feedback for out chat representative will be escalated to the right department.  Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations. 
  
  Regarding for the product concern and for the inconvenience I added $30 store credit on customer account. 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. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.
  
  For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".
  
  We appreciate the patience of the customer regarding this. 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.

  Business Response

  Date: 07/24/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  As per checking, the credit was added on July 10, 2025, and was properly redeemed on an in store purchase the following day, July 11, 2025. Please be advised that redeemed credits will appear on the receipt as "Store /Order coupons"
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  Kroger Co
  
  

  Business Response

  Date: 07/24/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  As per checking, the credit was added on July 10, 2025, and was properly redeemed on an in store purchase the following day, July 11, 2025. Please be advised that redeemed credits will appear on the receipt as "Store /Order coupons"
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  Kroger Co
  
  

  Customer Answer

  Date: 07/30/2025

  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.  The credit of $30 was received, I just didn’t know it because the cashier didn’t  notify me it was applied to my account & used at checkout.  She was too busy talking to a coworker to pay attention.
  
  
  
  Regards,
  
  
  
  *** *******
  

  Customer Answer

  Date: 07/30/2025

  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.  The credit of $30 was received, I just didn’t know it because the cashier didn’t  notify me it was applied to my account & used at checkout.  She was too busy talking to a coworker to pay attention.
  
  
  
  Regards,
  
  
  
  *** *******
  

• Initial Complaint

  Date:07/08/2025

  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.

  On 7/4/25 I had placed a pickup order. After driving 45 mins and waiting over an hour, I contact customer service rep. I never received my order. I am 100% disabled so obviously I was very disappointed. They just canceled my order and proceeded to act like nothing ever happened. I was told I would get a $20 voucher. I didn’t receive anything! Then I placed another order on 7/7/25 in hopes to use my $20 off. Well not only did they lie about a $20 credit more than 4 items were out of stock. So yet again, I had to use gas to not get all of my items. They said oh you didn’t receive an email? Sure didn’t! So yet again here I am disappointed and unsatisfied!! I’ve wasted more money than I’ve gotten in groceries. I have also contacted the ADA as my complaints are dismissed and I’m lied to.

  Business Response

  Date: 07/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sincerely sorry for the customer's experience with their July 04 and July 07, 2025, pickup order. We are giving our best to improve our services for our valued customers. Upon checking the customer's first contact with us regarding the matter, we can verify that the issue has been escalated to the store management team. On July 04, 2025, with case number ********. a $20 store credit was added on their shopper's card ending in **** and later on was applied to their order on July 07, 2025, *******************.
  
  We understand how it is difficult for the customer to get back with the out-stock-items, due to their condition, but to explain on what happened, the item may show available on the website as this is shown like this to appear that it is available for everyone. This is not updated in real time or the running stocks per store, as the items are moving not only from pickup orders but from delivery orders and in-store purchase.
  
  We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 07/09/2025

  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 amount was ever applied. Why are items shown several in stock then I can’t get anything I ordered repeatedly?

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

• Initial Complaint

  Date:07/08/2025

  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 order for delivery. At the time I had the boost membership. It was set to expire the following day. The original charge showed that delivery was free. There were 2 items not in stock. After delivery my card was charged more than it should have been and I noticed on the receipt that I was charged the 9.95 for delivery. It is not my fault that items were out of stock. I contacted customer service and was told a refund was being issued. I was given a case number. I reached back out today and was told that the refund was not issued and will not be issued. I want the 9.95 refunded

  Business Response

  Date: 07/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We apologize for the unexpected delivery fee on the customer's order *******************. We are working hard to provide good service to our valued customers. Upon verifying we can verify that the customer enrolled with Boost Free trial on June 02, 2025, which will expire on July 02, 2025. The system may have detected some changes in the order that caused for the delivery fee to be charged on the order.
  
  To make this right, a $10 store credit will be added on the customer's shopper's card ending in ****. A refund will not be possible on this case, so a credit was added instead. Please see following information on how they can use it,
  
  •Kroger Delivery- Automatically applies in the order.
  •********* Delivery- Add a special instruction that you want to use the credits.
  •Pick up order- Automatically applies in the order.
  •In store- Scan your card or enter your ALT ID and the credits will apply on the purchase
  
  We thank the customer for their understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving them better in the future.
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 07/09/2025

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

  Customer Answer

  Date: 07/14/2025

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

  
  

  
  

  I am reaching out in regards to a complaint I made against Kroger. I had accepted their resolution. However they did not follow through and the $10 credit was never applied to my account. Do I need to file a new complaint or where do I go from here? Thank you 
  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 07/14/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer was not able to get the $10 store credit that has been promised to be added on the account for the issue of having boost membership, but delivery fee was not waived. I successfully added $15 on customer account for the inconvenience. 
  
  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. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.
  
  For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".
  
  We thank the customer for their understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving them better in the future.
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 07/15/2025

  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:07/07/2025

  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.

  This is a local establishment in my neighborhood. I have been going to this Kroger for years. I have visited this location often, and have always appreciated the customer service. I work near by. This location closes at 11pm. I have visited the location often, 10 minutes before closing and have been refused entry. There is a on duty security guard, short black woman, heavy set, that often turns people away 15 minutes before closing. This is false advertising, and is not in alignment with your store policy. This needs to be addressed.

  Business Response

  Date: 07/18/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  Rest assured that their comments regarding the store's early closing have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  The 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 appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 07/21/2025

  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:07/06/2025

  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.

  Kroger canceled my grocery order in error, and while they claimed I wasn’t charged, the funds are currently being held (a preauthorization). That money is unavailable to me for 3–5 business days, which has left me without food or the means to purchase more.
  I contacted support multiple times. They admitted the cancellation was not my fault, but refused to issue a store credit, replacement, or offer any solution. I asked for a supervisor and was told “no one is able to rectify the issue.”
  I am filing this complaint because Kroger caused the problem and refused to take responsibility. I want either a store credit equal to my order or an expedited refund.

  Business Response

  Date: 07/17/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer's order was cancelled mistakenly. We understand that is frustrating. We are doing our best to assist our customers with issues they are facing. As advised from their chat conversation they had with us, the order from July 06, 2025, with order number ******************* was canceled and there were no charges found for it. As for the preauthorization hold, this is a pending charge that is being applied to all online orders regardless of its status. This hold will drop off within 3-5 business days upon completion of cancellation of an order.
  
  Preauthorization charge is part of our checkout process, and this is a requirement for credit and debit card companies. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction. Preauthorization is not a final charge and is only pending, this will drop off within 3-5 business days after completion of the order. If the hold is still on your account after the specified timeframe, customer will need to contact their bank to request the hold be released.
  
  We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:07/06/2025

  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.

  Worker comp insurance delayed paying for 4 RX. I paid out of pocket, R** from Kroger **** ****** *** told me to bring my receipt back for reimbursement. Went today and told by her that I need to contact insurance co. She couldn’t do return cause I hadn’t called insurance For refund. Don’t understand Kroger got paid twice and you owe me reimbursement of $64.58 not insurance co. I feel she is singling me out cause I think she hates WC patients. She just doesn’t want to do refund and is making it as difficult as possible. Receipt is
  6/11/25 *** *** ** ***
  Can someone help me get refund so I don’t have to go argue with the her or the store and be treated like crap.
  Also help me understand when I should ask for refill? Doing 7 days in advance and still taking on average 10 days to get through Kroger. My RX are routinely late monthly. I have asked store with no help. My doctor has to submit sometimes three times before Kroger finally gets refill.
  Your employees hate their jobs and overworked. Very few trained in pharmacy and one or two do all the work, the customer is treated like an after thought. No greeting, no name badge and just plain rude behavior. If Roe wants people to respect her she may want to earn respect through positive behaviors and a smile, rather than just expecting it. Respect is earned.

  Business Response

  Date: 07/17/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business. We asked for assistance on getting the patient's issue resolved.
  
  The 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. 
  
  As for the procedures on how they will set their prescriptions refills, they can communicate with our Internet Pharmacy for further clarification. They can be contacted via phone call at ###-###-#### during Monday-Friday 8:00am-9:00pm EST Saturday 9:00am-6:00pm EST Sunday 10:00am-5:00pm EST.
  
  We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  •May 18, 2025
  •$140.52
  •The business hasn’t committed to provide me with anything.
  •The business has not tried to resolve the problem after they already stated I would get a refund.
  • I placed an order on Kroger for delivery and it was not delivered. I have video footage, that is time stamped. The last incident I had with Kroger, the shopper bought personal items and added them to my order and took the whole order, that is the previous compensation that will be mentioned in the screenshots I have. This order wasn’t delivered, there was no delivery photo, or anything. I contacted Kroger, they sent me an email stating that I would be getting a refund and that it was processed and two days later they sent me another email stating the couldn’t refund me for the order. I will include the screenshots of the email below. I want my order refunded and I will never shop there again because this is ridiculous.

  Business Response

  Date: 07/17/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  After careful research on the customer's concern, with case reference number ********, it appears that the request refund for not receiving order *******************, has been denied. A thorough review was done to the customer's account and noticed that they have had multiple issues with their online orders lately. 
  
  As such we request that they only shop in store. they will no longer be able to place online orders or receive refunds for online orders. Any issues with their future in-store purchases should be reviewed with the in-store team.
  
  Regards,
  
  Kroger Co.