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

1,648 total complaints in the last 3 years.
544 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:02/16/2023
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.
Date of transaction 2/15/2023, 3:30 pm, purchased groceries through their online store. The money was taken from my account, and I was told groceries were being delivered. The groceries never came. The $ amount is $110. Due to a personal family situation, I had no other food in the house. The money spent was my last. They said I could not get a refund for 7-10 business days, although this was their error. My banking institution said they could not dispute or refund the funds because Kroger had them. I want full resolve and courtesy credit for my pain and suffering. They offered me a $5 credit. Previously I was supposed to have meat delivered, and it never came. When I called, they gave me a $20 credit that I never received. Imagine how many people this is happening to. It's I'm sure lucrative for Kroger.
Business Response
Date: 02/23/2023
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:02/16/2023
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.

Complaint: ********

I am rejecting this response because:
There has been no mention or system changes or modifications...
Is
anyone putting new safety measures in place to NOT let folks enter the
small compact restroom with bags, shopping carts, strollers, trash bags,
etc... ?
Has the wall phone handset & cord been replaced on the wall phone outside of the restroom?
Can
this particular store hire an authorized person to attend & monitor
the restroom in accordance with FIRE & SAFETY standards?
Can this store put in additional portable toilets in the basement / garage area for homeless folks to use?

What are the changes that this particular store plans to make or has made?
I do not have any response in regards to any of that...

Sincerely,

**** *****
Customer Answer
Date: 02/16/2023
Fred Meyer - *** ** **** *** ********* ** *****
PROBLEM: Homeless folks constantly overusing men's restroom causing serious Fire & Safety hazards.

6 people inside men's restroom on 3rd floor Sunday, 1/29/2023: 4 homeless folks waiting for a stall with 2 additional folks occupying both stalls for more than 10 minutes. 1 had a shopping cart full of crap inside the restroom, it was very difficult to get around (definitely a Fire & Safety Hazard) UNBELIEVABLE! 1 had his crap all over the sink’s countertop. 1 was washing up, using both sinks as his bathtub. 1 was changing clothes in front of everyone & had clothes all over the floor. The 2 folks occupying both stalls never came out after 10 minutes, so I left. The wall phone outside the restroom (wall phone to call management to get the code to restroom door or report a problem in restroom) did not even have a handset or cord, so there was no way to call management. I did not feel safe inside the restroom at any time.

• Why does management allow individual to take shopping carts or bags full of crap inside the tiny restroom? Isn’t this a FIRE HAZARD? Do I need to call the Fire Department next time?
• Why cannot management hire a security person to manage the restrooms?
• Why cannot management replace the handset & cord on the wall phone outside the restroom?
• Why doesn’t management just put a couple of portable toilets inside the garage parking area for homeless instead of letting homeless constantly overuse the store restroom?

There are definitely some serious Fire & Safety hazards occurring in men’s restroom that need to be addresses. I want BBB & Fred Meyer to address Restroom Policy issues in regards to Fire & Safety for its shoppers.
Business Response
Date: 02/22/2023
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. We have forwarded your concerns to our Upper Management team for contact and resolution. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:02/15/2023
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.
I have a business where I consistently purchase 15 gallons of milk. I attempted to purchase 15 gallons today and the Manager Anastasia came over with a very rude attitude after asking when the rule changed. She stated we reserve the right to limit the amounts at anytime. Her customer service was horrible. It’s enough attitude in our community and she definitely don not represent the Company in a good manner. It’s horrible that I have to feel this way when attempting to do business in my own community.
Business Response
Date: 02/22/2023
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. We truly apologize for the experience that was had at the store. We have forwarded your comments to our Upper Management team for review and contact. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:02/15/2023
Type:Service or Repair 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.
Frys is allowing there employees to steel from the consumer. They were unwilling to redelever the item to my house. Furthermore they aprove of his actions as he did not come back to redelever so I have to decide the manager and the staff allowed it to happen. When placing the order I'm asked if a item is out of stock to replace it with something else. Only 2 he asked me not the paper towels. This is unexceptional for any company to not do there job correctly. Also to let him get away with it. Stealing is stealing . This has happened before and they still didn't fix any issues. In the past
Business Response
Date: 02/27/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers. The customer should see the refund in 3-5 business days. Thank you for bringing this to our attention.

Regards,
Kroger Co.
Business Response
Date: 02/27/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers. The customer should see the refund in 3-5 business days. Thank you for bringing this to our attention.

Regards,
Kroger Co.
Customer Answer
Date: 02/27/2023
Better Business Bureau:

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

i am currently rejected this because i have not received money back as this person has stated. Furthermore, i believe this company needs to enforce there policies before they deliver every order to the door. Otherwise, this situation will keep going on until they decide not to loose any mor money from their employees. Customer service should come first. Every order should be counted and delivered correctly. I respectfully ask the bbb and Kroger to inform there customers and the employees what had happened and put them on notice that they were apart of this situation. I only hope this time they will follow through with better support and a way to follow through with out making the customer feel bad or taken advantage of. Being disabled is hard to get through the day when you except companies to follow through on there end. Also, they need the employee who is delivering the food to be notified 30min to a hour after delivering the items to be notified when they didn't deliver all the items. My house has cameras seeing all what he has delivered. Along with a reciet. Maybe they need to count each item with the customer at the door to hold them and there manager accountable.

policies need to change for the customer...

Regards,

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

Customer Answer
Date: 02/27/2023
Better Business Bureau:

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

i am currently rejected this because i have not received money back as this person has stated. Furthermore, i believe this company needs to enforce there policies before they deliver every order to the door. Otherwise, this situation will keep going on until they decide not to loose any mor money from their employees. Customer service should come first. Every order should be counted and delivered correctly. I respectfully ask the bbb and Kroger to inform there customers and the employees what had happened and put them on notice that they were apart of this situation. I only hope this time they will follow through with better support and a way to follow through with out making the customer feel bad or taken advantage of. Being disabled is hard to get through the day when you except companies to follow through on there end. Also, they need the employee who is delivering the food to be notified 30min to a hour after delivering the items to be notified when they didn't deliver all the items. My house has cameras seeing all what he has delivered. Along with a reciet. Maybe they need to count each item with the customer at the door to hold them and there manager accountable.

policies need to change for the customer...

Regards,

******* ******
Initial Complaint
Date:02/15/2023
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.
Ok, so I always shop at Kroger it was one of my best groceries stores until the displeasure I received. I tried the boost membership since I shop here so much which is $59.00 a year for a lot of perks. So recently when I was in the store. I noticed that I was being followed by someone in a yellow shirt and black pants, a white guy working at the store. So I asked him why he was following me around and he just took out in another direction. So I really did not like how this made me feel. So I am cutting all ties with Kroger and their unjustified following of certain customers. I called the customer service line and complain about this and I want a full refund back for the membership. I no longer wish to do any business with Kroger ever again.
Business Response
Date: 02/22/2023
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. We truly apologize for the experience that was had at the store. This is not the shopping experience we want our valued customers to have. The refund has been submitted and it will show back on the original form of payment within 7 to 10 business days. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/22/2023
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 would like to wait until the refund has posted to my account, which according to Kroger will take up to 10 days. So, BBB please contact me after 10 business days from today to make sure Kroger has kept their words and give me the refund. Thank You

Regards,

**** *******
Customer Answer
Date: 03/25/2023
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.

Regards,

**** *******
Problem:
OK I complained about this company last month and the resolution that me in the company, Kroger, grocery stores on **** ********* agree to was that they will give me a refund for the membership fee for the Kroger boost membership club within 10 days of me follow my complaint which was last month to date is the 24th and it’s a new month so it has definitely been well over 10 days and they did not keep their in the agreement so that’s why am complaining again in hopes that this will be a resolution and they will refund my money for the booster club membership which I never use and will not use because I do not want to associate with Kroger companies at all ever again they are liars and they discriminate . The ID number for the other complaint is ******** Thank You

Desired Resolution:
Refund

Business Response
Date: 03/30/2023
We truly apologize the refund has not been received by the customer. We have re-submitted and expedited the refund for the customer. Please allow 3 to 5 business days for the refund to show back on the customer's account.

Regards,

Kroger Co.
Customer Answer
Date: 03/31/2023
Better Business Bureau:

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

Regards,

**** *******
Customer Answer
Date: 05/25/2023
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.

Regards,

**** *******
Problem:
"********" This was the original case number. Kroger charged me $59.00 for a boost membership I never used. I complained to Kroger directly and they said that they would issue a refund, that never happened. So I took the claim to BBB then Kroger replied and said that they would issue the refund. Kroger lied again and it has been well over 3 months I know it does not take that long to issue a refund. At this point its pass ridiculous. I just want a refund like I was told I would receive by Kroger. My experience with this company they have not been fair to me. They discriminate certain shoppers and have there security people follow shoppers around the store. That has been my experience when I used to shop in their stores. I have washed my hands with this company. I just want my refund and I'll be semi-happy. Thank You

Desired Resolution:
Refund

Business Response
Date: 05/30/2023
We truly apologize to the customer for any inconvenience this has caused. The refund has been re-submitted and should show back on the customer's original form of payment within 3 to 5 business days. We apologize for any frustration this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 06/02/2023
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,

**** *******
this company is very deceptive and they lie any discriminate against certain people I have waiting for my refund for over 30 months over three months now that they said that they will send my money back and they still have not refunded the $59 for the boost membership, which I never used and will not use because I choose not to deal with Kroger because they are liars. They are deceptive, and they discriminate against certain people
Business Response
Date: 06/09/2023
We truly apologize to the customer for any inconvenience or frustration this may have caused. Upon further review, the refund was rejected by the customer's bank. We have processed a refund check for the amount. Please allow 7 to 14 days for receipt.

Regards,

Kroger Co.
Customer Answer
Date: 06/15/2023
Better Business Bureau:

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

Regards,

**** *******
I have just received a check in the amount of $59.00 which was the fee I paid. I just don't understand why it took over 5 months. I never heard of a bank rejecting a good check, that's what Kroger is saying what happened when they tried to issue a refund earlier. I don't believe that.
Initial Complaint
Date:02/15/2023
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.
Yesterday was by far the worst I’ve felt in a long time. I ordered a custom arrangement(200 dollars) and came in to pick it up. I got a few other items before I headed to self checkout.

When I began scanning my items I had a white woman approach me who was an employee and ask me if I was going to scan the flowers. I said yes I’m getting to it I’m scanning everything else first.

I kid you not, before I got to my 4th item she was back asking more questions about where the tag was etc. I told her the florist cut the tag off for me and it’s in my pocket, I’m going to scan when I’m done.

Before I got done scanning the chocolate. She said “I’ll just scan it so you don’t forget it”

Why was this not done for anyone else. I felt targeted and noticed that nobody else in self checkout with flowers was met with that same energy.

I will definitely not be shopping at Kroger anymore.
Business Response
Date: 02/20/2023
Thank you for contacting the Kroger Executive Office. We appreciate your feedback. I am in receipt of your concern that you sent through the BBB.
Your business is very valuable to us and we certainly appreciate the time you took to express your concern. We are committed to providing you with the most enjoyable experience possible and your comments provide us the opportunity to evaluate, address, and correct our processes if necessary.

I can assure you that your comments were forwarded to our internal management teams to ensure that we are implementing best practices to ensure a better experience. Thank you again for taking the time to bring this to our attention. We appreciate your feedback and apologize for any inconvenienced caused.

Regards,
Kroger Co.
Customer Answer
Date: 02/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. I’d like to be compensated for the discrimination that I faced. A gift card to Kroger would be appreciated.

Regards,

**** *****
Initial Complaint
Date:02/14/2023
Type:Billing 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.
I was over-charged by Fred Meyer on a delivery order placed on 2/3/23. Fred Meyer placed a hold on my bank account for $83.99 and despite the shopper 'issuing a refund' for an item not in store, and another item being missing ($8.99) they still processed the entire amount the following day, Saturday 2/4 through my bank. The receipt in my Fred Meyer account was for $78.13 and should have been for $70.21, which is the refund for the two items they did not fulfill ($8.99 for Quest S'mores protein bars, and $4.76 for ******* ******* ******* ******* Spaghetti) The total of both items NOT received is $13.78. $83.99 - $13.78 = $70.21. I have tried 3 times to resolve this issue, first with chat; TWICE promising a refund and then today on the phone for 38 minutes, most of the time spent on hold. I was told by chat that my issue would be resolved within 5-7 days. That has not happened. My attachments; 'Fred Meyer Receipt - shows out of stock items but no refund' clearly shows that they did not fulfill two items from the order but charged me anyways. The other two attachments show the discrepancy between what was charged, 'Fred Meyer withdrawal 2-4' (screen shot from my bank) and 'Fwd_********, Here's Your Final Receipt.' shows them over charging as well without reference to the refund I am due.
Business Response
Date: 02/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The refund has been submitted back to the customer's account. Please allow 3 to 5 business days for the refund to show back on the original form of payment. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/23/2023
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,

******** ******
Please see below answers:
* Has the company addressed the issues of this dispute?
No.
     * If not, why?
I was owed a total refund in the amount of $13.78. The company (Fred Meyer) has deposited $8.99 into my bank account. This is not the full amount I should be refunded. They still owe me $4.78. (see attached file, 'Fred Meyer partial 'Refund')
Per the attached 'Fred Meyer Rcpt - shows out of stock items but no refund.pdf', they have not refunded me the additional $4.78 I was charged for an out of stock item. This file clearly shows the two items Fred Meyer did not fulfill, yet charged me anyway.
     * If an offer of resolution was made, has the company fulfilled the proposed offer?
Per the company's response to the Better Business Bureau, I should expect a 'refund' within 3-5 business days.
Again, I did not receive the full amount that I should have been refunded. Fred Meyer's still owes me $4.78 for the '******* ****** ******* ******* Spaghetti' that they did not have in stock.
Initial Complaint
Date:02/14/2023
Type:Product 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.
Bought a tree on line through Krogers with the third party seller *********** tree company on November 28, 2022. $94.48.
order number *************************** It wasn't what I was looking for.
I returned it on December 19, 2022 TO ***********. TRACKING NUMBER ************ Cost me $29.93.
Called customer Service in January and was told the purchase would be credited.
Called again in Mid January and was told the same thing.
Called on January 22, talked to Yanique who guaranteed this was going to be credited immediately.
It is now Feb 14th and I have not received a credit yet.
Each time I call the service desk in the ********* it is a 2 hr event.
Business Response
Date: 02/23/2023
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. The refund has been submitted to be processed back to the customer's account. Please allow 5 to 7 business days for the refund to show back on the original form of payment. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/01/2023
Better Business Bureau:

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

Regards,

*** ******
Customer Answer
Date: 03/01/2023
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,

*** ******
This claim was never paid by Krogers and it has been 7 days.
Now what do we do?

Customer Answer
Date: 03/13/2023
I guess I should just give up on this complaint. It would appear that Krogers will never pay this.
Thanks for trying.
***** ******
Initial Complaint
Date:02/14/2023
Type:Billing 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 1/31/2023 I returned $33.60 in bottle deposits to Kroger at around 7:15am. On 2/1/2023 I returned another $22.30 in bottle returns at Kroger at around 7:15am. I placed a Kroger pick-up order on 2/2/2023 and picked that order up around 4:10pm. I parked in spot #4, I handed the gal that brought my groceries out all my bottle return slips and helped load the groceries into my vehicle. Kroger no longer offers printed receipts so when I got home I looked at my digital receipt and there were no deductions for my bottle returns. I called Kroger right away on 2/2/23 approx. 6:30pm and spoke to a gentleman that answered. I explained what had happened and he said there wasn't a manager on duty and he would leave a note to have someone call me the next day. I waited until late afternoon on 2/3/23 to call back because I never got a call and I spoke to Megan and explained what happened. She was going to talk to her supervisor and check the cameras to see if they could see what happened. Again, I never got a call back so I called AGAIN on 2/7/23 and spoke to Megan and she apologized and said the accounting dept. would refund the amount to my credit card. I haven't received and refund to my credit card and it will be 2 weeks on 2/16/2023.
Business Response
Date: 02/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The refund was issued back to the customer's original form of payment on 2/20/23. The authorization code was ******. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/21/2023
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 will accept the response as soon as I can see the amount of $55.90 credited to my credit card.

Regards,

****** *********
Initial Complaint
Date:02/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom it may Concern,

I am a customer at the King Sooper in ****** **** ********. Just an hour ago, on February 10, 2023 around 830pm, I was denied the ability to purchase 2 bottles of ****** *** *******(wine). This was at the self-checkout. The employee there denied to sell to me because my wife, who accompanied me, forgot her ID at the house. I had my own ID. We are both over 40 years old.

I took my wife home and came back on my own to purchase the bottles. I was denied again. When I asked for the written policy or website that states I cannot purchase the bottles I was met with blank faces and no answer. The checkout lady said it was ******** state policy to deny sales of the bottles to me. I then asked for a manager to explain and show me the policy, wherever it was written. I asked for the location to find the rules or laws the self-checkout assistant was supposed to provide.

The supervisor/manager, Rianne L****(not sure I got the right name from her; she said she was the ‘front-end supervisor’) did not produce or point me to the King Sooper policy regarding their reasons to deny selling me the bottles of wine. The supervisor stated it was “Store Policy” to deny sale; contradicting other sales clerks that it was “State policy”.

I have been to many liquor stores in the area; ******* Liquor World, ****** Liquor, and ********* Liquor in ******. All these liquor stores have their policy visible and readable by all customers. The King Sooper store in ****** **** ******** does not have such a posted policy. Also, I have shopped at this particular King Sooper multiple times and on many alcohol purchases have not been asked to see my drivers license or ID for liquor purchases.

This store needs to be investigated and their failures corrected. Post the liquor sales policy! This is unacceptable and screams of discriminatory practices to deny my purchase of the wine bottles.

Sincerely,
********* ********
Business Response
Date: 02/14/2023
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.

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The Kroger Company is NOT a BBB Accredited Business.