Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,651 total complaints in the last 3 years.
540 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/28/2025
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.
Yesterday 6/27/25 I went to pick up a prescription for a friend..5 days previously it was not covered by medicare until the 26th so he was told to wait because it was not due yet until after 26th. On 27th went to pick it up and still no coverage. It was declined by the person I was picking up for. I went ahead to pick up my own prescription (3) paid and moved one car out to check meds and discovered he had put my friends lancets on my card which he did not want if Medicare did not pay. He is on a very limited income. I drove back through the line immediately and Kroger would not correct the mistake. If he had wanted to pay that high price he would have taken them on prior visit. The Pharmacist said it is state law that nothing can be returned even though it is not a med. Check your purchase before you leave the window and amount charged. Got stuck with around $44.00 with them saying the doctor did not put a special code on the prescription. Why did they not call the doctor.??? They shoved it off on me... Nothing was said first time to pick it up about a code....just wait until due on the 26th. It was not until I was holding up their line did they call and find a code issue on the prescription after the fact that it was charged to my card and my protest. My friend was not called and told about this issue only that it was again ready for pickup. He does not drive and not feeling well on the 27th so I was helping him. This is wrong! I did not have time to tamper with the product as they stated. I drove immediately back through the lineup. I do not use the product. It is not a medicine. It was declined by him around the 20th when Kroger called and said it was ready due to amount not covered.. but Kroger Pharmacy never looked into the issue of why Medicare did not pay their share until I drove back through the line disputing the charge on my card with my own pickup purchases. This is WRONG!
Business Response
Date: 06/29/2025
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, customer experience at our pharmacy, particularly regarding the issue with Medicare coverage not being addressed.

To help us properly investigate and escalate customer concern to the internal management team, may we kindly request for more information—specifically, the exact location of the Kroger pharmacy customer visited? This will allow us to address the issue directly with the store involved and ensure that the appropriate follow-up is made.

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. Thank you for patience and understanding, and we are committed to making this right. We look forward to hearing from you soon.

Regards,
Kroger
Initial Complaint
Date:06/28/2025
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.
I went to the ******* **** Kroger pharmacy location to pick up medication for my grandmother. I myself am physically disabled. I walked up to the outdoor pharmacy and arrived to the window at 12:52pm on June 25, 2025 someone had then walked up to the window opened there metal thing where your put form of payment and receive your medicine though had opened slightly as and someone else shuts the blind starting they are closed. I had to run in do to this medicine being for insulin for my grandmother. Once I had ran inside I felt light headed and dizzy I have a history of passing out and with that comes bouts of frustration but would not of happened if they did not so rudely shut the blind outside. I asked once inside if the pharmacy was open they stated yes. But also stated they close the outside window at 11:55 and they was training someone. After discussing of how to file a formal complaint I was informed there was no manager in this week for the pharmacy and I would need to return next week to speak to a manager. But yet no other way to file a formal complaint. Witch I find problematic when the pharmacy almost caused me to have an avoidable medical accident and has caused me now mutiple days of bed rest.
Business Response
Date: 06/29/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincere apologies for the inconvenience and confusion caused when pharmacy store blinds closed, giving the impression that the store was not open. We understand how frustrating and disappointing this must have been, especially when customer needed our services. This does not reflect the level of customer care and transparency we strive to maintain.

We want to assured customer that we have forwarded the concern to our internal management team for proper review and corrective action. We are committed to addressing this issue and ensuring 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
Customer Answer
Date: 07/08/2025
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 messaging regarding a complaint ID********. I apologize for not being able to reply sooner due to my disability’s. I am emailing to inform you I am I fact not satisfied with the solution nor did the Kroger company of ******* **** address the true issue in the complaint filed with the BBB. I was in-front of the pickup window of The Kroger Company Pharmacy of *******, ****. As I was standing in front of the pickup window of The Kroger Company Pharmacy of *******, **** an employee had opened the pharmacy metal push out drawer though pick up as if the pickup window of The Kroger Company Pharmacy of ******* **** as the second employee of The Kroger Company Pharmacy of *******, **** Pulled the current down in-front of my face. I am disabled and my grandmother had one dose left of her insulin and was to pick up her medication from The Kroger Company Pharmacy of *******, ****. Where this medication is a life and death type of medication. I chose to run in and was told they was still open for a few minutes, yet window was shut in front of a customer face while the continued to be open. I personally believe The Kroger Company Pharmacy of *******, **** should review policies as well as look into potential training for customer service. Again, I do apologize for a late reply.

Regards,

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

Business Response
Date: 07/08/2025
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. We would like to inform customer that we have received an internal update from our District Manager. As per his communication, the District Pharmacy Coordinator has been informed and will be reaching out to customer directly.

Please be assured that the appropriate steps are being taken to address the matter, and the necessary actions will follow accordingly.

We truly value customer feedback and appreciate the patience as we work to resolve this issue. We look forward to serving customer better in the future.

Regards,
Kroger
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,

******** ********
Initial Complaint
Date:06/27/2025
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.
I have been filling all of my prescriptions at Fred Meyer for 9 years, filling the same 2 pain meds as well every 28 days w/out issue. My rx insurance requires me to fill at *** only, no matter what and also do not cover either med. So, I pay cash/use ********** for 9 years now - same 2 meds, doses, qty, etc. On 6/26/25, one was due for refill, day 28 of 28. I was told I could no longer fill it there bc I have insurance, even though this has been discussed and noted prior. The rph told me it was a "red flag" to pay cash. I asked her to check the PMP and my profile and she would be able to clear that red flag. A red flag just means the rph needs to assess and resolve the flag, it does not mean auto-decline the rx for good. I like Fred Meyer and work for *** and do not like to fill there, nor fill where I work. My 2 pain meds are only $60/month on **********, so it is worth it for me to fill there. This time, I was made to wait 2.5 hrs to pick it up and had to beg for them to fill it the one last time so I do not run out. I asked the rph why it was $88 this time instead of $20-35 and she walked away and left the pharm tech there holding the bag. She also told me 2 days prior that I am a pharmacist, so figure it out, and that I should have "resources?" No, I am just a regular patient picking up my meds like everyone else. Yes, I am a pharmacist working in pharmacy 28 years, but I don't have any hand in the process of filling my meds. This was horrible customer service and patient care. I was told that I can pay cash for all my other meds. Why am I allowed to pay cash for all meds, but not for controlled meds? Yes, they are controlled, but once you clear the red flag and the patient has a pristine profile for years, why suddenly refuse? I did NOTHING wrong here and really do not want to move to another pharmacy. Please explain to me how I can continue to fill my meds at Fred Meyer, ****** **. Also, if declining to fill, no need to be rude about it.
Business Response
Date: 06/27/2025
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’re truly sorry to hear about the challenges you faced while attempting to fill your prescription at our Fred Meyer location in ******. We understand how upsetting it must be to encounter unexpected delays, especially when you’ve maintained a consistent and compliant history with our pharmacy for many years. Your feedback regarding the interaction with our staff and the confusion around payment and pricing has been heard, and we take your concerns seriously.

Please know that we are currently reviewing the situation thoroughly with our pharmacy leadership and store teams. Our goal is to ensure clarity around policy, consistency in service, and—most importantly—that all customers are treated with courtesy, professionalism, and respect.

We value your long-standing relationship with Fred Meyer, and we want to do everything we can to address your concerns appropriately. A member of our team will follow up with you once we’ve completed our internal review.

Thank you again for your patience and for being a valued customer.

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:06/26/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kroger used to allow ****** Gift Cards as part of their 4x fuel points gift card promotion. They no longer do it as of March 2025. I attempted to call customer service to get an explanation as to why this is no longer happening and I could not be given an explanation. My Kroger alternate ID # is **********.
Business Response
Date: 06/27/2025
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 understand the frustration of the customer for not being able to earn 4x fuel points for ****** gift cards. Every decision we make for our programs are based on information and polices that the Kroger needs to comply. We are unable to provide a specific reason why ****** gift cards are excluded in the 4x fuel points coupon as this is something that is within our internal management that few has limited access.

We appreciate the customer's feedback about the changes on the promotion. Rest assured that their comments will be shared to the dedicated department for review. 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: 06/27/2025
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:06/26/2025
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.
Dear Better Business Bureau,

I am writing to formally file a complaint against Kroger regarding the unauthorized loss of nearly $100 in cash back rewards from my Kroger account, and the company's repeated failure to take responsibility or offer a resolution.

At the end of April 2025, I noticed that I was unable to cash out the $100 in Kroger Cash Back rewards available in my account. I contacted Kroger Customer Service, and they told me the issue was known and under investigation, and I should wait. I followed up at the end of May and again in early June, but each time, I was told simply to wait. When I contacted them again on June 7th, I was told to wait an additional 7 days.

However, during this period of waiting — while I was actively following up and being told to be patient — someone unauthorized accessed my account and stole all my Kroger Cash Back.

When I discovered this, I immediately reported it to Kroger. They told me again that I needed to wait 7 days for a resolution. Today, after following up yet again, Kroger informed me that they would not take any responsibility, claiming that the cash back had already been redeemed — even though I never redeemed it myself.

I have made multiple good faith efforts to work with Kroger to resolve this issue. Despite being a loyal customer and repeatedly following up, my concerns have been ignored, and no proper investigation or restitution has been made.

This experience has been extremely disappointing, both due to the financial loss and Kroger's lack of accountability and customer support.

I am requesting that the $100 in Kroger Cash Back rewards be restored to my account or refunded to me directly.

Sincerely,
****** *****
Business Response
Date: 06/27/2025
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 deeply sorry for what happened in the cashback of the customer. We are working hard to provide fair and good service to our valued customers. Upon verifying the concern, the changes that happened in the customer's account is not being handled by a different department for review. We are unable to provide any information on the actions made to resolve the issue.

To make this right, a $96 store credit was added on the customer loyalty card number ending in ****. 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 your 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 your purchase

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:06/25/2025
Type:Facilities 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 6/16 I was at Kroger in ****. Around 150pm going into aisle 38 pet aisle there was an advertisement decal on the floor that was peeling off the floor. My foot got stuck and caught me up. I spoke to the manager who just said I’ll go look. I was upset as I just spent $15,000 on back surgery. Wasn’t hurt but upset I didn’t even get asked if I was okay. Also addressed third party vendors in store harassing customers she said I need to tell others to keep complaining to address, that’s what I am doing. I have sent multiple emails with customer service and ceo with no real apology or response. Manager handled it so bad.
Business Response
Date: 06/26/2025
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 deeply sorry for the not getting enough assistance and care for what the customer experience on their visit on June 16, 2025. We don't take this lightly as we value our customers. Rest assured that their comments about the third-party vendors behavior when interacting with customers that may not feel comfortable with how they are being approached, 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 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.
Customer Answer
Date: 06/26/2025
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.

You're still failing to address the floor advertisement that made me trip. Kroger has really dropped the ball, on a simple apology. Seems as if you are trying to avoid putting that in email to avoid legal troubles. I have not been injured, and am asking for a simple apology about the way this and the lack of communication has been handled. I haven't even got a simple phone call.

Regards,

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

Business Response
Date: 06/28/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers safety and well-being is of the utmost importance to us. We deeply regret that we fell short of meeting their expectations and any distress inconvenience this may have caused to our customer

An email contact report has been forwarded to the store leadership team for review and immediate attention. We have full confidence in our store leadership team to take appropriate action and resolve any store-level concerns. We are currently awaiting their response. We will keep customer informed of any updates and resolutions as they become available.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Thank you for your understanding and patience as we work to resolve this issue.

Regards,
Kroger
Customer Answer
Date: 06/30/2025
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.
store manager Amber contacted and advised this was the first she heard of my complaint that corporate never notified her of my multiple attempts to contact someone. Furthermore advised the advertisement on the floor was removed and she isn’t a fan of them for the exact reason of tripping. She stated she would take my feedback about utility sales to leadership coming to the store this week.

Regards,

******* *********
Initial Complaint
Date:06/25/2025
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’ve had an ongoing issue regarding a recent pickup order placed a few weeks ago. Upon arriving home, I discovered that I had been given someone else’s groceries. None of the items in the order were mine, yet I was still charged in full.
For two weeks now, I have been trying to obtain a refund, and I continue to be given the runaround from Kroger customer service team. This experience has been incredibly frustrating, especially as a single mother on a tight budget who was depending on that refund to purchase groceries for the upcoming week.
Normally, if I have to reach out to Kroger Customer Service, matters are handled promptly and professionally. I don’t understand why this situation has been treated differently.
The store manager Leanne informed me she did not have access to the system required to issue the refund, and was unsure why I was being told to contact the store by Kroger customer service.. She did escalate the matter, and I received a call from someone at KCC who spoke with accounting and told me my refund would be issued within five business days. Today marks the 7th business day, and there is still no refund reflected in my account. I appreciate Leanne trying to help despite her not having access. However, her store did not make sure I received the correct order upon pick up and it has caused a big mess and lots of frustration with receiving my $63.47 refund. I am extremely disappointed with how this has been handled. From my perspective, it feels as though Kroger has taken my money and failed to take accountability. I expect better from a company that I’ve been loyal to for years. I should not have to chase down a refund for a mistake that was not mine to begin with.
Business Response
Date: 06/26/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We admire you for taking the time to share your experience—and please accept our sincerest apologies for the frustration this has caused you. You are absolutely right to expect prompt, professional service, especially when you’ve relied on us for years.

As you noted, our accounting team informed you that your refund would be issued within five business days and to further assist you, I would recommend contacting our Kroger Customer Relations Center (KCRC) at ##-###-#### option 1. Our dedicated team is available to assist you.

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: 06/26/2025
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 because the issue has been resolved in store.

Regards,

************* ******
Initial Complaint
Date:06/24/2025
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.
Over the past several weeks, I have had continuous issues with my grocery delivery. To the point that I have accumulated $51 is credit. When placing my online order & paying using my debit card, Krogers either runs out of an item, forgets to include an item, neglects to apply my coupons, the shopper illegally charges an item on my card & takes it, etc.I have spent so much of my personal time calling, chatting or emailing trying to get these issues corrected. Each time I think it’s fixed, it’s not. This has been like this for months. Recently, I placed another online order using Kroger.com. I had just paid bills & only had so much leftover in my bank account. I strategically did my grocery shopping by buying only what I needed, applied coupons & applied my $51 credit. My total was under $93. I confirmed everything was right, selected my delivery date/time & waited for items. Once items were delivered, I checked everything against my final receipt. I saw that the $51 credit that was available to me at check out was not honored then I realized again, not all of my coupons were applied. Receipt total is $150. A far cry from what I had approved. Frustrated, I called & asked to speak with a ****. He tried telling me that despite me checking out & credit showing & coupons applied that it is my responsibility to let Instacart know that I want to use my credit & coupons. Isn’t this the whole point of checking out & seeing all the charges, coupons & credits? Once I hit submit order, this is my approval. Plus, there is no section to send note to Instacart nor was this ever explained to me or noted anywhere on their site. ******, **** asked if I have proof? I told him, I sure do! Photos of my check out receipt, coupons, credit & everything. I sent it all in & a week later still no reply. I want to know how Krogers can get away with not refunding you your money & providing you with store credit instead. Especially when it is their fault. This needs to be looked into.
Business Response
Date: 06/26/2025
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 deeply sorry for the inconvenience this has caused the customer. We are doing our best to provide good service to our customers. As advised by the supervisor the customer spoke with from case number ********, if they are doing online orders with Instacart, a special instruction should be placed in the order before submitting the order as the Instacart shoppers may need permission to use it in the order before having them added on the order. The special instruction space is available in the checkout page between the date and time and the final page.

If the customer believed that there are coupons that were not applied in the order *******************, we request for them to send screenshot with specific details of the coupons that did not apply in the order, so that we can review them further. Also, when they submit their order, the total amount is not yet final and only an estimated amount. At checkout page, there is a note that says "Prices are estimates, the final amount is determined when you receive your order. If the final is more, the additional amount will be charged to your credit or debit card.", which can be seen below the payment summary.

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: 06/26/2025
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 as follows:
What is irritating me the most is that no one at Kroger is taking the time to actually read my correspondence, comprehend what was written or review attachments provided.
In the attachments provided, the coupons that were not applied are listed. Kroger can look at the attachment and see how much is owed to me.
Second, no where does it say nor was I ever told after my multiple calls, chats and emails with Kroger customer service until my recent call that I needed to make a note to the Instacart shopper. In addition, where would this note be made? There is no section. Am I supposed to write a note where I choose what product I will substitute if what I ordered is not available? If this is something that is required from the consumer, shouldn’t there be a section just dedicated to Instacart and messaging? Last, if the charge at time I am placing order is correct, lists my credit and coupons are deducted correctly, why would I have to be concerned about the final price changing in anyway if I didn’t select a substitute item? My final check out amount is correct.
In the end, I want my debit card refunded the $65 for the credit owed and coupons not applied. These issues have been ongoing for months with Kroger making errors and not treating me like I matter as a customer. I have been refunded to my debit card before by them but this time, I feel they are just playing games and being spiteful.
Once my debit card is refunded, I will be happy. I have cancelled my membership with Kroger after 2 years, and will never use them again. Instead of getting better, they are getting worse. HEB is gold. Their site was designed correctly and their customer service is amazing. I will happily pay for my deliveries when Customer Service means most to me.
If BBB is unable to assist I am going to contact the Consumer Protection Agency next. I will not quietly go away. This multi-million dollar company can refund my debit card $65. Especially, since this amount stems from countless mistakes made by Kroger over past few months. I don’t want to be forced to shop with them any further. REFUND MY MONEY!

Bottom line, if I pay Krogers cash by using my debit card and they make the error, I want my refund applied to form of payment used, debit card. I DONT WANT ANY MORE CREDITS. ESPECIALLY NOW SINCE I WILL NO LONGER BE USING THEM.

Regards,

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

Business Response
Date: 06/26/2025
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.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. After checking of the file that the customer attached on this case, we can verify regarding of the store credit of $51 is not applied for the order number *******************. The store credit can be still used on next transaction, and we do apologize that we cannot process the refund of amounting to $51 for the store credit that did not apply. If they are doing online orders with Instacart and want to use the store credit, a special instruction should be placed in the order before submitting the order as the Instacart shoppers may need permission to use it in the order before having them added on the order. The special instruction space is available in the checkout page between the date and time and the final page.

Regarding of the digital coupon that did not apply bases on the attachment file that customer sent. Refund request amount to 7.4 was successfully process it may take up to 1-3 business before the refund will reflect on the account. Reference case number for refund is

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: 06/30/2025
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 reject Krogers response but since they are fine with LOSING a customer that spends a minimum of $200 A WEEK, I am happy to move forward with my decision to leave. I have cancelled my membership. Customer service is just too important to me.

I will make one last visit to Krogers this week to use my credit of $51 plus my coupons and then I wipe my hands of them. If there is an issue using my credit when I go, I would like BBB to assist and will inform you of such. In addition, I will still file with the Consumer Protection agency because I still believe that it is illegal for a company to refund you money in credit and not in the format goods were purchased. No where on their site do they advertise this and I know in the past, refunds were made back to my debit card. Thank you.

Regards,

****** **********
Initial Complaint
Date:06/23/2025
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.
On May 16, 2025, despite being a regular paying customer, I was told to 'shop or leave' by staff based on assumptions about my intent to purchase while waiting for a funds transfer to complete. After escalating through customer service (Case #********) and corporate leadership for a month, I received only dismissive responses and procedural runaround.

Following my corporate complaint, the store implemented multiple policy changes - reduced hours, disabled electrical outlets, and staff reassignment - that directly targeted the circumstances of my incident rather than addressing the inappropriate staff behavior. When I asked the executive office to clarify what authority the assigned store manager had to address corporate-level issues, they failed to respond.

This pattern shows systematic effort to eliminate circumstances that exposed discriminatory treatment rather than train staff appropriately. I seek acknowledgment of inappropriate treatment, restoration of eliminated services, and proper customer service resolution rather than deflection and cover-up tactics.
Business Response
Date: 06/26/2025
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 the related case provided, it was recorded that the Store Manager tried to contact and left a message to the customer. Store manager is waiting for the customer to contact him to have a discussion and hopefully clear any misunderstandings. We have also sent a follow up to the Store Manager regarding the issue.

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: 06/26/2025
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.
BBB Response Rejection
REJECTING KROGER'S RESPONSE - INADEQUATE AND INAPPROPRIATE
Kroger's response demonstrates exactly the deflection and avoidance of accountability that
prompted this BBB complaint. They continue to attempt directing this to store management
when the issues are clearly corporate-level matters.
Why Store Manager Contact is Inappropriate
The issues involve corporate personnel and policies beyond store manager authority:
1. Unidentified corporate personnel were involved in the original May 16 incident - two
women in plain clothes directing the discriminatory treatment who remain unidentified
despite multiple requests
2. Corporate policy changes implemented after my complaint (hour reductions, outlet
disabling, staff reassignment) were coordinated above store level
3. Corporate customer service failure through Case #******** involving multiple
corporate representatives over more than a month
4. Executive office deflection - refusing to answer basic questions about resolution
authority and scope
Previous Deflection Attempts
I already addressed this deflection tactic in my June 13 email to their Customer Advocacy
Group, specifically asking what authority the store manager had to address corporate-level
issues. They ignored this email completely - demonstrating their unwillingness to engage in
good faith resolution.
What This Response Proves
Kroger's response confirms they are more interested in procedural avoidance than
accountability:
? No acknowledgment that discriminatory treatment was inappropriate
? No identification of corporate personnel involved in original incident
? No explanation for systematic policy changes following complaint
? No accountability for month of inadequate customer service responses
? Continued deflection to inappropriate level despite clear explanation of why store
manager cannot address these issues
Pattern of Bad Faith
This response represents the same pattern of deflection that has characterized their handling
of this matter:
1. Customer service dismissals ? Corporate escalation
2. Corporate delays ? Executive office deflection
3. Executive office non-response ? BBB deflection to store manager
At no point have they addressed the actual issues or provided appropriate level of
accountability.
What Legitimate Resolution Requires
1. Corporate acknowledgment that May 16 treatment was inappropriate
2. Identification of corporate personnel involved in incident
3. Explanation for policy changes implemented after complaint
4. Accountability for inadequate customer service resolution process
5. Appropriate level engagement - not continued deflection to store management
Conclusion
Kroger's response to BBB demonstrates the same bad faith resolution approach that
necessitated this complaint. They continue avoiding corporate accountability for corporate-level
issues through procedural deflection.
Their unwillingness to engage at appropriate levels with appropriate authority confirms
this requires BBB intervention rather than continued internal runaround.
I request BBB facilitate resolution at the corporate level where these issues originated, rather
than accepting Kroger's continued deflection tactics.
Respectfully submitted,
**** *******

Regards,

**** *******

Business Response
Date: 06/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We would like to extend our sincerest apologies for the inappropriate treatment customer experienced during recent visit. 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.

After further reviewing this matter, our corporate team has diligently working to address the issue internally. This includes identifying areas for improvement to ensure a more respectful and positive experience for all our customers moving forward. A contact report has been forwarded to the store leadership team and the district manager for immediate attention. Additionally, our store supervisor attempted to reach out to customer via phone to help clear up any misunderstanding and to personally address concerns.

We have full confidence in our store leadership team to take appropriate action and resolve any store-level concerns. Rest assured we will take this as an opportunity for corrective action and reinforce the importance of courtesy and respect toward all our customer.

Once again, we truly regret that customer experience did not reflect our commitment to quality service. We greatly value customer feedback, and we sincerely apologize for any discomfort this situation may have caused. Thank you for patience and understanding 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 our customer better in the future.

Regards,
Kroger
Customer Answer
Date: 06/30/2025
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 IN THE ATTACHED DOCUMENT (text below)

Regards,

**** *******

BBB Response to Kroger's Latest
Message
Partial Progress Acknowledged
I appreciate that Kroger has finally acknowledged the May 16 treatment was "inappropriate" and
"completely unacceptable" - this is the first time in over a month they have provided this basic
acknowledgment that I have consistently requested.
Remaining Unresolved Issues
However, several critical issues remain unaddressed:
1. Corporate Personnel Accountability The two women in plain clothes who directed the
discriminatory treatment remain unidentified. Kroger continues deflecting to "store leadership" and
"district manager" without addressing the corporate personnel who were actually involved in the
incident.
2. Systematic Policy Changes No explanation provided for the coordinated policy changes
implemented after my corporate complaint:
? Store hours reduced from 6AM-1AM to 6AM-11PM (eliminating incident time window)
? Electrical outlets in incident area disabled
? Staff member involved moved to day shift
3. Customer Service Process Failure No accountability for over one month of dismissive customer
service responses that minimized discrimination as "inconvenience" and provided no meaningful
resolution until BBB intervention.
Deflection Strategy Continues
Despite acknowledging inappropriate treatment, Kroger continues attempting to deflect corporate
accountability:
? Still referring to "store leadership" when corporate personnel were involved
? No mention of the corporate policy changes that followed my complaint
? No explanation for systematic customer service failures at corporate level
Current Status
Partially Resolved:
? Acknowledgment that treatment was inappropriate ?
Unresolved:
? Identification of corporate personnel involved
? Explanation for systematic policy changes after complaint
? Accountability for corporate customer service failures
? Any meaningful corrective action beyond vague promises
Conclusion
While I appreciate the acknowledgment of inappropriate treatment, Kroger's continued deflection of
corporate-level accountability suggests this resolution is incomplete. The pattern of corporate
avoidance and systematic policy changes remains deeply concerning for how future customers
experiencing similar treatment will be handled.

Business Response
Date: 07/02/2025
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 deeply sorry for the encounter the customer experienced when they visited the store. We are doing our best to provide good service to our customers and we don't mean for them to feel that way. As per checking the logs for the customer's concern, we and the executive office had sent the store manager a notification on this matter as they said that they would like to talk to the customer about what happened. The customer may call the store manager so that they can clarify things and for their concerns to be answered.

We would like the customer to know that since this a case that the store management is involved, they are the ones we reached out as they can answer why there are some changes in the policies and other stuffs that is going on with the store. While the changes may have been initiated from the corporate level, the store can absolutely answer the customer's questions as they are part of decision-makers on these changes based on their daily operations. As for this one, we are unable to answer and address the concerns they raised as this is something beyond our service area and we have limited to no information on the specific matter.

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.
Kroger's
response demonstrates the exact pattern of deflection and bad faith
that necessitated BBB intervention. After acknowledging the treatment
was "inappropriate" and "completely unacceptable"
in their previous response, they have now reverted to claiming they
have "limited to no information" about their own corporate
decisions and personnel.

They
admit policy changes "may have been initiated from the corporate
level" but then claim they "are unable to answer"
questions about their own corporate policies.

A
corporate executive office claiming they have "no information"
about their own personnel and policies is simply not
credible.

While my issues do not originate at the store level, I still attempted to contact Store Manager Cameron as directed on 7/8/25. Despite leaving a message with staff, no
return call was received.

Timeline
of Bad Faith:
-May 16: Discriminatory incident involving
corporate personnel
-May-June: Month of dismissive customer
service responses
-Corporate escalation: Delays and deflection
tactics
-BBB complaint: Initial acknowledgment of inappropriate
treatment
-BBB follow-up: Complete reversal to claiming "no
information"

Core
Issues Remain Unaddressed
1. Corporate Personnel Involvement Two
women in plain clothes directing discriminatory treatment remain
unidentified. Corporate claims they have "no information"
about their own personnel present during the incident.

2.
Systematic Policy Changes After Complaint Coordinated changes
implemented following my corporate complaint:
-Store hours
reduced from 6AM-1AM to 6AM-11PM (eliminating incident
timeframe)
-Electrical outlets in incident area disabled
-Staff
member involved moved to different shift
-Corporate admits these
"may have been initiated from corporate level" but claims
they cannot explain their own policy decisions.
3.
Customer Service Process Failure Over one month of documented
dismissive responses through Case #********, with no accountability
provided for the systematic failure of their resolution process.

This
response confirms Kroger's strategy of systematic avoidance:
Phase
1: Minimize discrimination as "inconvenience"
Phase
2: Corporate delays and deflection
Phase
3: Acknowledge wrongdoing when pressured by BBB
Phase
4: Immediately revert to claiming ignorance and deflecting
responsibility

No
meaningful resolution has been achieved. Kroger's corporate office
claiming they have "limited to no information"
about:
-Their own personnel involved in incidents
-Their
own policy changes made after complaints
-Their own customer
service failures

This
represents either complete corporate dysfunction or deliberate bad
faith avoidance of accountability.
The systematic pattern of
deflection, policy changes to eliminate incident circumstances, and
documented corporate bad faith responses demonstrates this complaint
remains entirely unresolved.
Kroger has shown they are either
unwilling or unable to provide legitimate corporate accountability
for corporate-level misconduct, despite multiple opportunities
through BBB mediation.

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

Business Response
Date: 07/10/2025
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 for the delay and for the frustration this brings to the customer. We are consistently sending follow up to the store management team to formulate a resolution. We have sent the internal management as well to check on the issue and assist so that we can help the customer.

This platform serves as a bridge for us to forward specific issues that needs to be addressed by another department. We may be part of the corporate level, but certain things are being handled by specific departments. We can't speak for them as we have limited information on the issue, and we may not have the accurate information and so for us to avoid incorrect information.

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: 07/16/2025
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 IN ATTACHED RESPONSE (text below).

Regards,

**** *******

From: **** *******
Date: 7/16/2025
Via: BBB Portal
Final BBB Response: No Resolution
Achieved
Has the company addressed the issues of this dispute?
NO
Why Not?
Seven Weeks of Systematic Avoidance
This is the identical response Kroger provided previously - demonstrating they are simply
recycling template responses rather than engaging in legitimate dispute resolution. After seven
weeks since the original May 16 incident, Kroger has provided zero meaningful resolution.
Complete Failure to Address Core Issues:
1. Corporate Personnel: Two women in plain clothes who directed discriminatory
treatment remain completely unidentified after seven weeks
2. Systematic Policy Changes: No explanation provided for coordinated changes
implemented after my complaint:
? Store hours reduced from 6AM-1AM to 6AM-11PM
? Electrical outlets in incident area disabled
? Staff member involved reassigned to different shift
3. Customer Service Accountability: No acknowledgment of documented month of
dismissive responses through Case #********
Failed Store Manager Contact
Following their deflection strategy, I contacted Store Manager Cameron H**** on July 8 as
directed. Despite requesting a return call, none was received. Even their own proposed
resolution pathway is non-functional.
Indefinite Delay Strategy
Kroger continues promising indefinite "review process" with no timeline or commitment:
? "Review process may take some time"
? "Once review process is complete, we will share findings"
? No specific actions proposed
? No timeline for resolution
This appears designed to exhaust customers rather than provide legitimate resolution.
Pattern of Corporate Bad Faith
Timeline Summary:
? May 16: Discriminatory incident occurs
? May-June: Month of customer service dismissals
? Corporate escalation: Delays and deflection tactics
? BBB intervention: Temporary acknowledgment of wrongdoing
? BBB follow-up: Reversion to claiming "no information"
? Current: Recycled template responses with indefinite delays
Seven weeks of documented corporate avoidance demonstrates systematic
unwillingness to engage in good faith dispute resolution.
Conclusion
After seven weeks and extensive BBB mediation, Kroger has:
? Failed to identify corporate personnel involved in incident
? Refused to explain systematic policy changes made after complaint
? Provided no accountability for documented customer service failures
? Recycled identical template responses rather than engaging in resolution
? Failed to respond to direct store manager contact as they directed
Kroger has demonstrated complete unwillingness to provide legitimate corporate
accountability despite multiple opportunities through BBB intervention.
The company's pattern of systematic avoidance and template responses indicates this
complaint cannot be resolved through their internal processes and requires external
intervention.
Alternative Resolution Consideration
Given Kroger's apparent inability to provide corporate accountability, I would be open to
discussing their contribution to community programs addressing homelessness in ******,
particularly given the emergency shelter closure in September. This would demonstrate genuine
corporate responsibility rather than continued avoidance.

Business Response
Date: 07/29/2025
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.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

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: 08/03/2025
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.

1. Has the company addressed the issues of this dispute?

No.

2. If not, why?

I specifically requested "Acknowledgment of inappropriate treatment, staff training on customer service standards, and restoration of eliminated services (outlets, extended hours)."

None of these have been offered.
- There was a brief acknowledgment but it was later rescinded in subsequent responses.
- Services eliminated in response to my complaint have not been restored.
- Managers (apparently corporate) continue not to be held accountable for discriminatory behavior while company posts extremely vague replies on BBB.
- I've inappropriately been urged to contact store manager for corporate misconduct.

3. If an offer of resolution was made, has the company fulfilled the proposed offer?

No offer was made, and it seems we have been going back and forth on this matter with no acknowledgment, no meaningful corporate action, and no accountability for much too long. If the next response from company exemplifies this same pattern, I will be escalating through the appropriate channels.

Regards,

**** *******

Business Response
Date: 08/15/2025
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 do apologize if the investigation taking too long regarding of the issue of the customer. The issue was forwarded to our District Human Recourses and proper conversations were held to pinpoint the cause of the issue. . We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

Rest assured that the 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:06/23/2025
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.
06/23/2025
Went into the store (**** ******** ***** ******** ** *****) to purchase the ******** **** Breaded Oysters. I was excited to see it on the shelf. There was only one left. When I picked it up and I checked the date, it was expired since 03/2025. Horrible. Looked for someone in seafood section to report it. Then I decided to check out the ***** *** cauliflower bake. First one I viewed was expired 08/30/2024. The insult of this was I reported this same item several weeks ago to Kroger online chat who assured me it would be looked into. Horrible this item was still on the shelf. I went to customer service to get a manager. Walked over to the frozen section and he took it off the shelf. This whole process took over 20 minutes. I went to the other Kroger nearby and they did not have the oysters I wanted even though it said it was in stock. Left store just getting some hushpuppies and disgusted and exhausted going to 2 stores spending now over 40 minutes of my time to get what I wanted and having to think about the expired seafood and vegetables Kroger is selling. Horrible. DO BETTER. DO BETTER.
Business Response
Date: 06/25/2025
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 deeply sorry for what the customer witnessed after finding out expired products in the store's shelves. We are doing our best to improve and provide good service to our customers. After checking the first contact of the customer regarding the issue, I can see that the report has been forwarded to the store management for checking. By this action, we are unable to verify if the store already received it or not. However, since this was already escalated to this platform, we will send another report to the store management team for thorough checking of their stocks.

As for seeing in-stock of an item to another store but the customer did not find the item in the store, we would like to inform them that if they saw the item in-stock online, this is not updated in real time as the system in the website does not get the actual count of the store's stock as it changes without prior notice. The website only shows these item in-stock as to inform customers that it may be available to other stores t be purchased. Customer may need to confirm from the store before coming in to make sure that their preferred item is available.

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: 06/25/2025
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 also wanted to add that this is not a single store issue. I went to a 3rd store location:***** ******** *** ******** ** ***** yesterday 06/24/2025. The store had 9 of the breaded oysters, however all 9 bags were expired with the same date 03/2025. I went to customer service to speak to a manager. Manager was on lunch and a seafood worker came and I showed it to him. It is a lot of trouble to spend so much time at these store speaking with workers or managers about expired products when I expected to be out of the store in 5 minutes. I am concerned these items will not be properly removed from the shelves as noted a few weeks back with the cauliflower bake that expired 08/2024 even when I reported it weeks prior.

Regards,

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

Business Response
Date: 06/26/2025
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 this matter with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Please accept our sincerest apologies for the distress and inconvenience caused by discovering expired products on our shelves. We take product freshness and safety very seriously, and regret that we fell short during your visit to our ******** ******* store.

Upon receiving your initial report, we immediately forwarded the matter to store management for a full inspection of all expiration dates and removal of any outdated items. To ensure no further delay, we have now escalated this issue through our corporate platform as well, requesting an urgent, comprehensive audit of the store’s inventory.

Regarding the discrepancy you encountered between online stock availability and the actual in-store inventory: our website’s stock indicator is not updated in real time and therefore may not reflect current on-hand quantities. We recommend calling the store directly to confirm an item’s availability before your next visit.

Thank you for bringing these issues to our attention. Your feedback helps us improve our processes and uphold the high standards you rightfully expect.

Regards,

Kroger Co.

Customer Answer
Date: 06/26/2025
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,

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

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