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

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  1019 Cumberland Falls Highway Suite 1 Corbin, KY 40701-2736

• 

  The Kroger Company

  14889 N US Hwy 25 E Suite A Corbin, KY 40701-6196

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:07/06/2025

  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.

• Initial Complaint

  Date:07/06/2025

  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.

  I received a grocery delivery from Kroger in which a package of chicken breast (one pack) was missing. When I attempted to use the online refund function, as I have done previously, I was blocked from doing so. This restriction is apparently a result of a previous incident two/three weeks ago in which Kroger failed to deliver my order altogether. It is unacceptable that I am now being penalized for Kroger’s own error. The refund function was unjustly disabled, and I was forced to waste over 20 minutes speaking with an agent to resolve a matter that should have taken less than a minute. This process is burdensome and fundamentally unfair to me. Kroger’s conduct has constituted bad faith in the performance of a service contract and possibly unfair or deceptive trade practices as it is unreasonable to restrict a customer's ability to request refunds when the underlying cause was Kroger's own failure to deliver products as promised. I request that Kroger immediately reinstate my full access to the online refund system; and review & correct the policy that unjustly penalizes customers for Kroger's OWN fulfillment errors. If unresolved I will see you in court. I have done a couple of times toward other merchants and I do not mind doing it again.

  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.
  
  We apologize for the issues that the customer faced from their delivery orders. We are doing our best efforts to improve our services. Refund for online orders that is initiated from the customer's end is limited only as per our policy as part of our refund process. This automated review on the refund request is being done in line with how we approve refund requests. 
  
  If the customer reaches a certain amount of refund they have requested, they may need to contact our hotline to review their requests. There is no option to override the choice to refund for online orders from the customer's end as this is based on the system detected the activities of each customer's online account.
  
  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: 07/21/2025

  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.

  
  

  
  

  Kroger’s response is not acceptable.
  The refund restriction arose solely from Kroger’s repeated failure to deliver paid orders and/or defective items. But for Kroger's own negligence or intentional breach of contract, no refund would have been requested. Penalizing the customer for Kroger's breach violates the duty of good faith and constitutes an unfair trade practice. I renew my request for full restoration of online refund access and a correction of this illegal policy.
  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 07/24/2025

  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 felt that way. We are working hard to provide good service to our customers. As advised from the previous response, customer is not totally restricted from requesting refunds, but they can contact us if there are issues with their delivery orders. The refund process and policy that we imply to every customer is part of the company's way to be fair to everyone. 
  
  We understand that issues and mistakes may arise for their purchases, but there are times when limitation is being applied to a situation so that we can be equal to all customers. Getting back the ability to do the refund request on their end is not possible as this is being controlled by our system and we do not have the option to reinstate that one.
  
  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.

  Customer Answer

  Date: 07/24/2025

  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.

  
  

  
  

  Kroger repeatedly failed to deliver what I paid for, that is the root of this issue. Blocking my refund access punishes me for Kroger's own breach. It is neither fair nor professional. Telling me the system controls it is a deflection. You created the problem. You have the duty to fix it.
  
  
  
  Regards,
  
  
  
  **** ****
  
  

• Initial Complaint

  Date:07/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During self check out my digital coupon did not apply to the item I was purchasing. I asked the checkout clerk to assist and she brushed me off by stating if it didn't scan it does not apply. I asked for the manager who came to assist. However she stated there was nothing she could do. She also took the item off and charged me for another item without asking me and told me to go get it off the shelf. I went to get the item and it's expiration date was soon so I had to return it to customer service. I was then told the coupon was no longer available since I returned the item. I again asked for the manager and was told its too bad my coupon was no longer available.

  Business Response

  Date: 07/05/2025

  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 discounts in their purchase from having digital coupons. We are working hard to improve our services and to provide fair and better shopping experience. Upon checking the customer's concern, we found the case reference ********, wherein they were provided a $5 store credit on their loyalty card ending in ****, but we are unable to verify any specific issue, so for us to investigate further, we ask for the customer to respond the following information:
  
  *Digital coupon that did not work in the transaction (screenshot or complete details)
  *Date of transaction
  *Store's complete address
  *Item they bought for the coupon that ended they needed to return.
  
  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: 07/11/2025

  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.

  
  

  In regards to Kroger's response. The coupon was for $2.99 to apply for the ********* Vegan Mayo 11.5 oz, regular price $5.49. I do not have a copy of the coupon because the store manager took it upon herself to manually use it for the incorrect product (30 oz near expiration date) during my purchase. The coupon goes away after it is used. The manager did not ask me if I wanted the other product. The product was returned prior to me leaving the store. The manager was proud to inform me that the coupon would no longer be available for me to use at a different location 'after' I made the return. The store location is ***** ********** *** ******* ** *****. There has not been any return of my coupon or any product received. My concern is unresolved. 

   

  Thank you BBB for your assistance. 
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 07/14/2025

  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 regarding of the digital coupon that did not apply on the customer transaction that is certainly not what we wanted for our valued customers. We understand that the customer doesn't have the copy of the coupon because the manager on the store already removed and customer still want to use to the other item. For this inconvenience we I will add $10 store credit on customer account. We recommend clipping other available coupon again on customer account so on their next purchase they can have a coupon discount. 
  
  Regarding of the store credit I added 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".
  
  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: 07/16/2025

  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. 

  I am not able to view the offer on my account, but I am accepting the offer as they stated. Thank you BBB for your assistance. 

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

• Initial Complaint

  Date:07/04/2025

  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.

  I would like to file a complaint on Fry on ***** *** *** ****** ******. I place an online order 06/30/2025. The next day July 1st I see two transaction. One is pending and the other complete. I reach out to fry and they said they do not see it. I would have to wait 3-5 business days. I reach out to my financial institution, who stated if the merchant do not release the pending transaction after 10days then reach back out to them. The stated they see Frys charge me tice once June 30th and another time July 1st and I should reach back out to them. I wouldn't be so concern because I understand people make mistake. However the second transaction is my rent money that I was going to pay July 1st. Now i am accumulating late fees due to this mistake. I have called several times and spoke with supervisor Queenie at Frys and they stating same thing I have to wait 3-5 business or call again tomorrow. All I want is my money back for the second mistake the did. Right now times are too hard to be making these mistakes. i don't even know what I'm do for now the late fee to my landlord because of the merchant mistakes.

  Business Response

  Date: 07/05/2025

  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 is having issues with seeing two charge son their order from June 30, 2025. We are working hard to provide good service to our customers. Upon checking, we are only seeing that the customer was charged completely once. Also, the customer stated that the other charge shows pending which will conclude that it is a preauthorization hold. 
  
  For online orders, all of them will have preauthorization charge as 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 the customer's account after the specified timeframe, they will need to contact their bank to request the hold be released.
  
  Customer may communicate to our Kroger Customer Relations Center to confirm the final charges for the order as we don't hold funds if the order is already completed. They can be contacted at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.
  
  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:07/03/2025

  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.

  7/3/25. Checking out a single bottle of wine. Both parties of age. The paying customer had legal ID. Other party wasn’t even asked age before denying sale. Profiled against. Purchased from store consistently for several years, never occurred before with exact same party present, even recently. Gave Kroger card to prove, as cameras would confirm. Treated unfairly with no explanation.

  Business Response

  Date: 07/05/2025

  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 really sorry for what the customer experienced in their visit from the store. We are working hard to improve our services for every customer. For us to investigate further on the issue the customer raised, we are asking for the customer respond with the details of the following:
  
  *Can the customer be more specific on what happened when they tried to purchase an alcoholic beverage? We are unbale to discern if they are one that was profiled against or the other party
  *Did they purchase the beverage? If yes, it is not stated in the receipt they sent.
  
  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. Rest assured that proper assistance will be given to them once we view the full information on this matter.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 07/05/2025

  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.

  
  

  
  

  A bit hard to paint the full picture of exactly what happened via a complaint form. Would 100% prefer a phone call at ###-###-#### or a quick in person meeting back at the store 

   

   Also, I was denied the sale, so I wasn’t able to purchase the beverage

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

  Business Response

  Date: 07/19/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize for the inconvenience and frustration caused during customer visit, where was denied the purchase of an alcoholic beverage without being asked the age.
  
  We understand how this experience may have been upsetting, and we want to assure customer that this is not in line with the service standards we strive to uphold. Please know that we have forwarded the concern to our internal management team for immediate review and  properly address. We are committed to addressing this issue internally to ensure it does not happen again.  To help us investigate further and ensure appropriate follow-up, we kindly request additional information. May we ask for the loyalty card number or the alternate ID number associated with the account. 
  
  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 hearing from you soon
  
  Regards,
  Kroger

• Initial Complaint

  Date:07/03/2025

  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.

  Store closed early, with multiple discrepancies between employees on duty. Manager stated that store was closing early at 9:30, although he wouldn’t allow me in at 8:55.
  Other employees informed me that store would close at 10:00.
  The store actually closed at 11:30 pm,
  Although it was the manager’s negative behavior that was the biggest issue.

  Business Response

  Date: 07/19/2025

  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 and their encounter with the store manager on duty at that time, 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: 07/25/2025

  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:07/03/2025

  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.

  There is a woman who works ar the kroger store in ******* **** named vicki, she is a racist and I have been going to this store since they started in my small town! We live in a predominantly white area and my granddaughter is mixed and she seems to have a problem with that! My granddaughter when to go grab something for me 2 different time down kne isle and I was in another and vicki went over to her and told her and her friend she she shouldn't be using that cart! Of course this happened when I was not around to defend her! The 2nd time the same thing! She has had words with me kn several occasions! Being extremely rude and snobby! I went there today and she was working self check out and I dont do the self check out how she likes it she has told me that she has to come over there because I remove a bag after its scanned to make more room and I will never learn because I always do it wrong! I told her well that's why you have a job then correct.. she made a smart remark under her breath but refused to say it out loud again! This is the short version of the story there is plenty more! After she made her smart remark I looked at how to spell her name she laughed at me and said go ahead report me make sure you spell my name correctly! I spend thousands of dollars at krogers and I go there consistently! If something is not done avout this i will have to take a different route then just submitting my complaints! I have never seen her go up to any of the white little girls running up and down playing in and around tha carts and say anything to them! She is a racist and it is not acceptable!

  Business Response

  Date: 07/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddens us to hear that customer were subjected to rudeness from our employee. 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 during your visit.
  
  To assist us in resolving this matter promptly, could you please provide us the date and time it happened.  Your cooperation in providing these details will assist us in conducting a thorough investigation to address this issue. 
  
  Once we have the information, rest assured feedback and experience will be forwarded to store leadership team for immediate review and corrective action. We are committed to addressing this issue internally to ensure it does not happen again. 
  
  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

• Initial Complaint

  Date:07/03/2025

  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.

  This go to ************* Kroger why can't I buy online anymore every time I try error message pop up constantly all the time says contact for help contact for help with what?? I am just trying to order there is money on my card I know that not it I am disabled can't drive so your site is super helpful when it wont let me buy it's sad frustrating I wish you fix pop messages get annoying every time my Kroger email is ******************** this happened for months,years not fixed write back

  Business Response

  Date: 07/04/2025

  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 is having difficulties placing an order online. We really appreciate that the customer is trying to shop with us. We are working hard to provide good service to our valued customers. As per checking, we are not seeing any most recent log in from the customer to verify if they are still receiving any errors in placing an order online and which we see that their last log in was form June 16, 2025.
  
  We advise the customer to try it again as we need to identify the error in the most recent time. Also, based on the research we made, the customer reached out on June 18, 2025, and stated that they are receiving the error code RV9547. At that time, the customer was advised to call a specific department to check on the issue they are facing. If the customer is still getting the same error code, they would need to call our Kroger Customer Relations Center as they are only one who can verify and assist the customer with it. They can be contacted at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.
  
  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.