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

  3100 Meridian Parke Drive Suite A Greenwood, IN 46142-9424

• 

  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 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:04/08/2023

  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 March 31st, Roy, pharmacist at Harris Teeter location ******* **** **** * ***** ** ***** ********** ** *****, for the third 4x I have observed Roy away from his duties and post texting, not serving customers nor doing duties as assigned. One incident, I observed Roy outside in the Parking garage to take a call left the Pharmacy abandoned. Another incident, I observed Roy in the liquor floor abandoning the Pharmacy texting on his phone. On two incidents including March 31st, I observed Roy in the Diary aisle, texting on his phone. How many times does it take, is the question?
  
  I have reported to Glo, the Store Manager, in addition to Candy, Asst. Store Manager, regarding the poor rendering of customer service delivery by Roy, and still nothings been done. It is atrocious to the extent I am on the verge of choosing to move to a different pharmacy.
  
  Roy does not answer the call within 3-rings or less and when he finally answers he sees who's calling from the caller-identifier. He has a very nonchalant and unwelcoming tone about him. I cringed each time thinking it will be Roy that will pick-up the phone. Glo has not done a thing to improve the welfare and conditions of the Pharmacy when Roy is present. Much improvement is necessary and I have reported these issues to Candy and Glo on several occasions. I would like to see action from higher executives.

  Business Response

  Date: 04/13/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not satisfy nor resolve my complaint.  For your reference, reasons for rejection involves Glo, store supervisor, assuring me should would have her Regional Manager follow-up with me concerning Mr. Roy's failure to be present at the Pharmacy counter to provide customer service to customers. No follow-up response has taken place.

  As a result, I am dissatisfied by the lack of accountability and poor efforts to follow through on broken promises.
  
  
  Regards,
  
  
  
  **** *******
  
  

  Customer Answer

  Date: 04/14/2023

  Sorry, I made two additional attempts to call Bonita H***** after she left voicemail as attached. (See attachment)
  
  **** *******
  ###-###-####

  Business Response

  Date: 04/14/2023

  The customer issue is still
  under review. Again, I apologize for the delay. Once completed, we will
  follow-up.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this matter to be unsatisfactorily resolved to my expectation without given reasonable time to speak with the powers that be given the seriousness of this matter.  For the various reasons are subjected to not amble time to respond, upon responding on April 14th at 2:15 p.m. no answer, and I left message on someone besides the initial caller's voicemail box; seems a little suspicious. In addition, not oblivious to the fact that the company's pharmacy knew about the ongoing issue and find it challenging to address that they failed to address it earlier and now they are looking for someway to avoid addressing how they dropped the ball due to oversight with the hopes the customer will not follow-up. (Please see company's voicemail transcript) 
  

  
  

  
  

  Business Response

  Date: 04/17/2023

  The customer has been contacted by Upper Management and the issue has been resolved.  We appreciate the assistance of the Better Business Bureau.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/17/2023

  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. 

  On the conditions of LeAnne S** and I spoke to, which addresses Mr. Roy's conduct with customers: presence, accountability, and task oriented skill level assignments to keep licensed pharmacists busy. Ms. S** indicated she will have her Human Resource, Pharmacy Operation Manager in addition to the Store Manager to review possible measures for next steps to ensure this never happens again in the future. 

  I conclude, I am satisfied with the steps moving forward and her apology on Mr. Roy's behalf as a result may close this complaint.

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

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference: ********
  
  Your Comments: I FEEL THAT I WAS OVERLOOKED BECAUSE I WAS IN A WHEELCHAIR AND IF I HAD BEEN STANDING SHE WOULD HAVE WAITED ON ME NEXT. At the store located in ******* **** ********* **** ****** ****** ** ON 03/24/23 today at your service center desk in a wheelchair waiting in line one person in front of me and two people behind me when the lady in front of me was finished the cashier overlooked me and told the lady behind me to come on and she called her by her name and I found out she works at the store. And just because she works their it does not give her are the cashier the right to let her cut in line when you have other people waiting in line asked to speak to a manager no one came up there so I went to do my shopping . And when I got ready to leave I asked to speak to a manger again no one came and finally the cashier at the self checkout told me he was going to go look for the manager. He came to the front of the store and I told him what happened he said he was going to take care of it.
  I also would like to state that since I made this complaint I have had other issues with this Kroger including my orders being canceled that I have been placing online
  And it didn't stop until I told them that I was going to be going to the news station about it.

  Business Response

  Date: 04/10/2023

  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 your experience.  This is definitely not experience we want our valued customers to have.  Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/10/2023

  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.
  
  
  Regards,
  
  
  
  ******* ********

  The store manager called me on April 7,2023 after I filed the complaint with your office to say he was sorry that's the correspondence that I received.

  The Kroger company has not offered any compensation. 

   

  Business Response

  Date: 04/12/2023

  Upon review, I see the customer was contacted on 4/11/2023, at 9:27 a.m.  The  customer was contacted by phone with an update on her complaint. The customer confirmed she spoke to the store manager and states she also contacted the BBB (Complaint ID:********), regarding the same concern. The customer has decided to shop at a different Kroger store in Barksdale.  The customer was informed the store manager spoke to the front-end manager and the associate working the service desk. The customer said she didn't need the store manager to follow up with her again.
  
  This customer's comments provided us the opportunity to evaluate, address and provide coaching as a learning experience for our employees. As of now, I would like to assure you all aspects of your concerns have been properly addressed as coaching and training has taken place but could not provide details on disciplinary actions.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer comments were shared with our Senior Leadership and addressed.
  
  We appreciate the customer's comments and at this time we have fully addressed their concerns. We have nothing further to add and request that the complaint be closed out.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/14/2023

  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.
  
  
  Regards,
  
  
  
  ******* ********

  I asked to be compensated for the incident I see nothing in the letter that Kroger issued about being compensated.

  I would like a response about being Compensated and I would like it in writing .

  And yes I said I did not want to speak to the store manager because he did not respond to the compliant I made until after I filed the compliant with your office and The company response was because he was out off Town.

  This discrimination happened in March which I think gave the store Manager enough time to reach out to me about the discrimination that I received from Kroger employees.

• Initial Complaint

  Date:04/07/2023

  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 ordered online several times for orders to be delivered on Friday. Planning is part of everyone’s life and I usually like to order my groceries around Tuesday or Wednesday, because the company cannot do same day delivery as the demand is too high and you cannot schedule a Friday delivery on Thursday as the slots are usually taken.
  
  My order I authorized was $60 on Tuesday. Well, it had promotional items in
  It from the flyer and also a coupon for .99 cent sodas.
  
  My final receipt was $76.00 since it was delivered on Friday and not on Tuesday.
  
  They do not have any prompts at checkout cautioning or REMOVING the coupons stating this is past our advertisement and coupon transition date of Wednesday. They give false impression that you will be paying $60.00 and then charge you whatever they want on Friday - in this instance, it was $76.00. A $16.00 difference is A LOT for many families and completely unethical to not have systems in place to advise the customer prior to making their purchase you’re going to remove their coupons.
  
  I screenshotted my conversation with Ashanti from their customer service who 1. Didn’t care 1. Couldn’t provide the exact policy in writing other than go to our website and you’ll find our coupon policy.
  
  Frankly, this is much more unethical than just a coupon. Their systems are not equipped to take an order on Tuesday that has advertisement and coupons attached for a delivery on Friday. They are likely overcharging tens of thousands of customers without their knowledge.
  
  This is lawsuit level type of business practice. This is the second time this has happened to me, and both times I received this answer. Which is concerning, because there are no interstitial pop-ups advising I will not receive the price as advertised, because I chose a different delivery date.
  
  It also is concerning since if you can’t deliver on the same day and the flyer is inevitably expiring - it should be removed to have ethical business practices.

  Business Response

  Date: 04/13/2023

  Thank you for contacting the
  Kroger Executive Office. I am in receipt of your concern that you sent through
  the BBB. Your comments have been forwarded to our Upper Management team for
  review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:04/07/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 2/27/23 placed an order on Kroger website for 2 19 inch tv's cost for $427.98 received email confirmation of the order. Once received the tv's were not as advertised the remote connection to turn on the tv were on the left side of the tv and not the right side so they did not work for my needs. On 3/6 I called ###-###-#### to return the tv's given a case #******** they sent me an email that seemed to be proof of the return request. I called back on 3/8 talked to Nathaniel to confirm they did not need anything to process the return given another case #******** should take 7-10 days. 3/15 called back with case #******** spoke with Jason somehow last rep cancelled the refund order will resubmit and expedite 3-5 days. 3/20 received email to return tv's with fedex labels. 3/24 cofirmation fedex packages were delivered. 3/28 calledback talk to Javarie he stated should get refund end of day tomorrow $427.98. 3/30 called back escalated to supervisor Jennifer refund not submitted properly?? She will resubmit again 3-5 days. 4/6 escalated to supervisor Anna she transferred me to 'executive lines' on hold for awhile she will call me back. Received callback from Anna transferred me to Danicka who tells me she is reprocessing the refund 3-5 days. Tried to explain to her my frustration and lack of trust that this will actually succeed in a refund this time. Asked what makes it different this time? No explanation just apologies. I asked if she can give me something in writing to confirm the refund will be processed and she could not do that. I asked if she had a direct phone line I could call her back on if I do not get the refund. She said no to just callback with the same case #. I am writing to you today because I feel I have exhausted efforts to get my refund to no avail and need assistance.

  Business Response

  Date: 04/10/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern directed to the Better Business Bureau.  It is not our intention to frustrate our customers in any way.  Please accept our sincerest apologies for your experience.  The refund has been submitted and should back to the customer's original form of payment within 1 to 3 business days.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/13/2023

  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.

   

  It has been 3 days and I still do not see a refund on my credit card.
  
  
  Regards,
  
  
  
  *** *******
  
  

  Business Response

  Date: 04/18/2023

  Your comments have been
  forwarded to our Upper Management team for further review. Again,
  I apologize for the delay. Once reviewed, we will
  follow-up with you on this matter.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/25/2023

  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 still did not receive a refund what is the status?

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

  Business Response

  Date: 05/01/2023

  The customer issue is still
  under review. Again, I apologize for the delay. Once completed, we will
  follow-up.
  
  Regards,
  Kroger Co.
  

  Customer Answer

  Date: 05/09/2023

  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.  Still waiting for status of my refund?
  
  
  Regards,
  
  
  
  *** *******
  

• Initial Complaint

  Date:04/06/2023

  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.

  Yesterday, on 4/2/23, I placed a pickup order from Kroger on ********** **. in *** ***** ******** for a 4:00pm pickup [order: *******************]. Before I went to the store, I checked the order at kroger.com. Kroger.com showed the order was ready for pickup. I was there at 4:30pm, but the order was still not ready. I never received an e-mail that it would be late. It sounds like Kroger needs to pay its employees a living wage, so it can hire more.
  
  This is the second time with an issue recently. I'm still waiting on a Kroger delivery order from weeks ago.

  Business Response

  Date: 04/13/2023

  Upon review, I see the customer was contacted on 04/03/2023, at 12:57 p.m. by the Store and Corporate by phone leaving a voicemail on multiple occasions. In addition, the customer was sent an email on 04/03/2023 at 1:14 p.m. requesting an update. The customer's response to the email was for the order to be delivered, however the store is unable to do that. It was explained to place a new order for delivery, and we can cancel the current pickup order. The customer did not respond after multiple failed attempts. A $67.00 credit was added to the shopper's card for this inconvenience. The customer shopped on 4/9/2023 at 5:30 p.m. using the above credit to replace the cancelled order. 
  We appreciate the customer's comments and at this time we have fully addressed their concerns. We have nothing further to add and request that the complaints ********, ******** be closed out.
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:04/06/2023

  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 have been fighting with them since January for a refund. They keep saying they sent it and I’ve never gotten it. They have been lying to me constantly. They tell me to wait 7-10 business days and that comes and goes with no refund. I’ve called multiple times, I even went to twitter and was told 3-6 business days. Here it is day 7 and nothing again. I’m sick of this.

  Business Response

  Date: 04/07/2023

  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. The refund has been submitted for the customer.  Please allow 3 to 5 business days for the refund to show back on the customer's account.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a Harris Teeter in ********** and my car was booted by *****. There were no signs that states a time limit on parking at Harris Teeter nor would the *** employee tell me the time limit. His parking ticket didn’t even state the reason why my vehicle was booted and admitted I was in the store. While I understand HARRIS Teeter is an establishment that needs to safe guard their property I am disappointed in this business for using such a shady parking management company and for not having the proper signage IN their parking lot stating time limits, parking restrictions etc. all the signage states is Unauthorized vehicles will be towed as a customer of Harris Teeter I was shocked to find out while my money is authorized at the store my vehicle is not. $50 to a shady company. You lost my money.

  Business Response

  Date: 04/13/2023

  Thank you for contacting the
  Kroger Executive Office. I am in receipt of your concern that you sent through
  the BBB. Your comments have been forwarded to our Upper Management team for
  review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used a card for purchasing my groceries online, and was charged 6 times for trying to purchase 212 dollar groceries. Using the app, it states before purchase that, any amount over the initial purchase amount will be charged after pickup. But look like my 212 was charged and another for 327.98 at the same time. 4 different times. This has locked my account out in the process. No where does your policy state this is ever the case. Nor do you provide resolution should it ever happen. Upon contacting your customer service, we were hung up on, and attempting the chat, the chat was ended by your representatives.

  Business Response

  Date: 04/25/2023

  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 further review, there were no charges assessed to the customer's account. These may have been pending holds and typically fall off within 3 to 5 business days depending upon the customer's financial institution.   We apologize for any inconvenience or frustration this may have caused.  We have added a credit to the customer's loyalty card ending in 2417.  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. 
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early 02/2023, I began a Boost 30-day free trial. They advised my credit card would be charged the $59 annual fee for Boost in March. My card was charged on 03/13/23 the $59. I called Kroger cust svc on 03/13/23 to cancel the Boost membership because the delivery svc was constantly out of stock of many of the items I order. Cust svc advised my refund would take 5-10 days. I have called cust svc 3 times since then bec I have not recvd my refund. One of those times, the cust svc rep hung up on me bec i asked to speak to a supervisor/manager. In the past, I always had great cust svc if I had any problem. Kroger should look into why this delivery svc has deteriorated. Many local ppl have had the same problems as I have. As of today, 04/05/23, I still have not recvd my refund of $59. Attached is my bank transaction detail from the charge

  Business Response

  Date: 04/06/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern directed to the Better Business Bureau. Please accept our sincerest apologies for your experience.  The refund has been expedited and should back on the customer's original form of payment within 3 to 5 business days.  Please be assured we are committed to providing you with the best possible service.  We truly apologize for the delay and for any frustration this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/14/2023

  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. I have received my refund. TY!
  
  
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:04/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a promo in March if you shopped on Friday, 4x's fuel points. I did not receive the correct points. I did clip the coupon, as that's how I knew about it. Alt # ###-###-####. When I tried the live chat, which I have had to use multiple times in the past for the same issue. I did not receive the HORRIBLE customer service I received today. From being disconnected multiple times on live chats, representatives not doing their job to create a good customer experience, to be negotiated on points to receive, and to ask for Supervisor and be put on hold for 15 minutes to receive a person in the phillppines and will not transfer me to someone in the US, and hangs up on me. No wonder why the service is so horrible. I sit in lines in the store for over 20 minutes to check out cause you only have 2 people working check out and only one self check out working and I can't even get the fuel points that were marketed to me?

  Customer Answer

  Date: 04/12/2023

  This is all on my account which Kroger has access to. It was **** * **** *** Lebanon, TN.

  Business Response

  Date: 04/18/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern directed to the Better Business Bureau. Please accept our sincerest apologies for your experience.  We will be happy to further assist with resolving this matter for the customer.  We need a little more information to do so.  May we please get the date of the purchase in question?  
  
  Regards, 
  
  Kroger Co.

  Business Response

  Date: 04/18/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern directed to the Better Business Bureau. Please accept our sincerest apologies for your experience.  We will be happy to further assist with resolving this matter for the customer.  We need a little more information to do so.  May we please get the date of the purchase in question?  
  
  Regards, 
  
  Kroger Co.