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:06/23/2025
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've had this account for over a decade, then after my divorce my ex ******* *****, got her own account, #************, AND I changed the phone number on my account from ###-###-#### to ###-###-####, which she didn't know about. About a year ago I would occasionally see her name pop up on my account. I would switch it back and then Kroger would put her name on there again. My ex then stated that she was rewarded a $68 credit based on her shopping habit that got put on MY account. She called Kroger in January 2025 spoke with tremell who not only gave her MY shopping history, he also gave her MY new number, which is an obvious breach of confidential information. So I had to deal with someone I have a restraining order, paid her the $68 that got attached to one of my grocery bill, only for Kroger to credit HER. I cannot use EITHER phone number at the register OR at the fuel center. I get advertisement at my new home address with my ex's name on it, AND when I tried to create ANOTHER Kroger account, the system wouldn't accept, because it stated both my numbers are attached to another account...even though I CANT use either phone number. This is so egregious and disappointing and borderline illegal that I've HAD to stop shopping there because without HAVING to bring my physical card with me every time, there is no way I get credit for any of my purchases. I'm demanding a full replacement with some sort of compensation for my personal information being purposely compromised and for the frustration I experience trying to shop at the kroger chain of stores
Business Response
Date: 06/23/2025
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. Base on the data that the customer provided we found out these accounts:

Loyalty card number - ************ under ******* *****
Customer says that they change phone number from ###-###-#### to ###-###-####
###-###-#### - no account found as alternate id and not associated as phone number with loyalty card number ************
###-###-#### - as alt id - is still on default name

For us to check the customer account and fix the issue we need to have some more information. Would you please ask the customer to provide the follow information

-Their Physical loyalty card number on hand.
-Email address they used on their online account
-Email address they used when they change the phone number from ###-###-#### to ###-###-####.

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: 06/23/2025
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.

************ is my loyalty number, which was in the heading of the complaint. My email address, ******************, is in the heading of the complaint. So what does that tell you if you dont see my only 2 numbers assigned to any loyalty program?? This further proves the insanity of this situation.

Regards,

***** *****

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.

After carefully checking, we are unable to verify that the given phone numbers in the first and second statement were associated as ALT Id in any loyalty card numbers instead they were only associated as a phone number. the shopper's card number ************, shows under the name of ******* and there were no seen changes made by Kroger or request of ******* to Kroger to do any changes in the shopper's card number. We were able to confirm that the last modification in the mentioned shopper's card was made in January 2024 by holder of the online account.

Now, for loyalty card number ************, this shows under the customer's name and email address based on what they provided. We are not seeing any recent purchases nor an ALT ID associated with the customer's online account since their change of phone numbers in February 2025. To make this right and so the customer can shop without having to bring the physical card, they can follow the steps below:

1.Log in on their online account with email address ******************
2. Got ot My Accounts
3. Go to My Profile
4. Look for ALT ID section/space
5.Place any 10-digit combination, which you can they can use their phone number 469-454-****
6. Click Save

After following the steps above, the customer can now use their phone number as their ALT ID where they can record their transaction and earn fuel points in their loyalty card number under their name.

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.

Duplicate case, please see original case at ********.
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.

Kroger the company, does not explain why my personal information was given to my ex. They claim no phone number is assigned to the account, when there was a number assigned to it for a very long time, before I changed it after my divorce. They claim no phone number yet gave my exact number to my ex along with verification of purchases from my loyalty number. They make no claim that, at one point in time, both our names were listed on that account, so that there must be some merit to what I have said. They offer no penance or admission to my claims; only a method to add my numbers , (BACK), to my account as if I've never attempted to do such a thing. The company doesn't acknowledge an employee that my ex spoke with , or that the conversation ever took place. This will clearly stay as an unresolved complaint. They need not respond with more corporate literature.

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 for all this inconvenience regarding your account. This experience is never something we would expect for our customers. I appreciate your time and effort for giving us a chance to look into this.

First and foremost, with the verification process, we make sure that we follow the rules and regulations before providing information or changing any information on the account. Verification is the first process we do on our end because we make sure that we will not share any information to unauthorize person that may result to bigger issues. Also, if all necessary information were given by the caller, it is also our responsibility to assist them.

As per checking on the account, the phone number that was mentioned ending with **** is now associated on a new account ending with **** which is still on the default name and no proper information. On the loyalty card ending with **** no associated alternate id linked yet, any changes the customer would like to do on the account ending **** can be done since it is not under someone else. If the other account was under his ex-wife there's high chance that she was able to verify it the reason why the previous agent was able to assist and provide information. Any changes on the account under the name of the ex-wife is not possible since she supposed to be the one to contact us. But as mentioned, on the two other cards ending with **** and **** you can definitely contact our Customer Service Hotline ###-###-#### to update the information.

We sincerely apologize for all the trouble this has caused the customer. We value all the constructive feedback and rest assured that we will work on our service to provide excellent one.

Regards,

Kroger Co.
Customer Answer
Date: 07/06/2025
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.

This response didnt solve anything. You claim my ex verified information, and yet she denied the -**** number was hers. She denied that those purchases, (that I made), were hers. She denied getting the $xx credited on her account although her account made all the required purchases, (not mine). And yet my account, a DIFFERENT account, was the one that had the credit applied? Make it make sense. Stop deferring blame! That's what's wrong with large companies that lose true customer interaction. In the real world where I live I can't use either of my phone numbers at gas stations or member loyalty membership inputs. In the real world my EX should not have known what purchases I made, that a KROGER employee told her about. In the real world, she didnt know I had an alternative phone number until you told her. Half of your responses involve ME doing more than a regular loyalty customer should be doing.

Regards,

***** *****

Customer Answer
Date: 07/16/2025
Good morning. Please add this attachment to my complaint with Kroger, since I have not heard back anything in several days. Attached is mail that comes from Kroger with my ex's name on it, further proving the hypocrisy that they didnt mix my account with hers.This is my home address with my ex's name on it. I get this regularly.

Thank you,

***** *****
Business Response
Date: 07/22/2025
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.

As per checking on the provided information, it seems that there is a disconnect within the accounts which has to be updated. Shopper card ending in **** has no purchases, no alt ID and no other cards linked. Shopper card ending in **** is with alt ID ***-***-**** with no purchases, not digitally linked and no other cards linked as well. Shopper card ending in 5075 is under a different name, alt ID that is not mentioned in the complaint as well as a different email ID linked to it. This card contains a purchase history which we believe is what is describe in the complaint. To correct this, the name under the account should contact us, verify the account first, before we can make updates accordingly. As per last response, to update the accounts, we are highly advising the customer's ex-wife to contact our Customer Service Hotline ###-###-#### to update the information.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co

Customer Answer
Date: 07/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
My rewards membership ending in **** has been open and shared with my ex wife for almost 20 years. Now kroger claims there is NO number attached to it and NO email attached to it. That's because someone other than myself or my ex has made those changes. They dont say if there WAS something there because then they would have to disclose where that information went to. As for my ex calling in, SHE DID. That's explained in the opening statement of this complaint. That's how she found out I had a separate phone number. Thats how she found out what purchases I made on the *** account. That's when she was told her savings credit was applied to MY account. I certainly didnt apply kroger's credit to my account. Since I shop for me, I also certainly didnt do the required amount of spending to get said credit; and yet I did? Hmmmm. Crazy how my ex knows more about my account than kroger?? Just like the store closings, this makes no sense.

Regards,

***** *****

Business Response
Date: 07/26/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize to our customer for any distress this situation may have caused.

We understand how important personal information and account privacy are, and we take these matters very seriously. Please rest assured that protecting the integrity and confidentiality of our customers’ accounts is one of our top priorities.

As previously recommended, we encourage our customer to attach an Alternate ID number to the loyalty account to help prevent any unauthorized use in the future. We have provided instructions for this process and are here to assist our customer further if needed. Should require any help updating the account or have additional concerns or clarification, please don’t hesitate to reach out Kroger Customer Connect at phone number ###-###-####.

Regards,
Kroger
Customer Answer
Date: 07/28/2025
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 don't mind continuing to go back and forth. We can both be petty. You DONT understand how important personal information and account privacy is, otherwise you wouldn't have told my ex ******* *****, on Jan 31, 2025 MY purchase history, MY new alternate phone number, (which is, by your own statement NO LONGER on my account), or that HER $68 coupon did NOT go to her account, ************, but to MY account, ************. Wait, you probably also have no record of a tremell working in your customer service department either, lol. ###-###-#### probably doesn't belong to you either. Top priority my butt.
You want me to attach an alternate ID to my loyalty number......but can you tell me WHY there isn't one on there? How is a 20+ year loyalty account working NEVER having a phone number attached? You have NO record of ###-###-#### being attached to that 20+ year loyalty number?? Interesting. Like the ******* files I guess it never was meant for public use?
Ok, maybe you can tell me why you applied a $68 "customer relations" credit to my exes account, if you made no mistake? She showed it to me on Feb 06, 2025. If you didn't put it on my account in error, then why the need to 'correct' it?
So many generic politically washed comments coming from Kroger, but not ONE verifiable statement has been sent to me. I've only sent you facts and receipts and I get back " I understand", "we take pride", but nothing contradicting my statements or even a theory as to how these things came to be, lol. Only smoke and bs and kissing babies and cutting ribbons and smiling and waving.

Regards,

***** *****

Business Response
Date: 08/09/2025
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.

As we mentioned from previous response, the customer loyalty card number has no alternate ID number. We also provided an instruction on how can attached alternate ID number on their account. For other concern related including ex wife account we would like to assist customer further, we request to please contact us at your earliest convenience so we can review the details and provide the support they need. Customer may reach us at Kroger Customer Connect at phone number ###-###-####. Our team will be happy to assist and rectify the customer concern.

Thank you for your attention, and we look forward to hearing from you soon.

Regards,
Kroger
Customer Answer
Date: 08/13/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

***** *****
Initial Complaint
Date:06/22/2025
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.
I have been tracking for the last 2 years, the unscrupulous overcharging practices of the Kroger Company. This is a multi faceted issue that includes employee negligence (shelf labels), system issues (incorrect pricing and/or discounts), and knowingly conducting deceiving pricing and business practices. I have attempted to address this locally and am told that I can shop elsewhere and even today I was asked to leave the store because other customers could hear my complaints. This practice of trying to move me to a private area is telling of the company and that they are knowingly and admittedly conducting business in this manner. Thankfully, I have started recording these instances for proof of these practices. The public deserves to know more and to have this fully investigated. There has been a national news outlet reporting on this also as Kroger has had this issue and conducted business in this manner for quite some time.
Business Response
Date: 06/22/2025
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 sincerely regret to hear about the experiences you've described and want to assure you that we take matters involving pricing accuracy and customer treatment very seriously.

We understand your frustration with the pricing discrepancies you've observed, and we're especially concerned to hear about your interaction in-store. Our goal is always to provide a transparent and respectful shopping experience for every customer, and we're committed to investigating this matter further.

To help us conduct a comprehensive review, we would greatly appreciate if you could provide any of the following details:

Loyalty card number
Alternate ID
Order number
Date and time incidents
Specific store location(s) where these incidents occurred
Examples of incorrect pricing (dates, products, or receipts if available)
Any documentation or recordings you've collected
Names or descriptions of associates or managers involved in your interactions
Reference to any news coverage you've mentioned (if available)

Once we receive this additional information, we will ensure it is escalated to the appropriate teams for further evaluation.
Thank you again for your patience and for bringing this to our attention. We look forward to resolving this matter with the attention and care it deserves.

Lastly, rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 07/07/2025
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 just saw in my spam folder a request for information on a complaint I made against Kroger. Apparently because I never rec'd the email, it is now closed. Can you reopen so I can reply?

Regards,

***** ******
Initial Complaint
Date:06/21/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 21, 2025, I purchased $50 in fuel at the Kroger fuel center at this location. The fuel attendant applied the transaction to the wrong pump, admitted to the mistake, but did nothing to resolve the issue. I then contacted the store numerous times, was placed on hold repeatedly, and eventually spoke with the assistant manager, T*****, who was extremely rude and dismissive. When I told her about my health condition and that I could not wait in the heat, she responded by saying, “That’s not my problem.” She refused to offer any help or support.

This location has multiple public complaints about both the assistant manager and the store manager for discrimination, prejudice, and unprofessional behavior. This is a pattern and reflects serious internal issues that must be addressed.

I am requesting:
• Immediate investigation into the conduct of staff
• A refund or compensation for the $50 fuel charge
• Re-training and accountability from store leadership

I am also filing this complaint with Kroger’s corporate office.

Location **** **** ***** ******* ********* Texas
Business Response
Date: 06/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddens us to know about what happened during customer visit in our store. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.

Rest assured customer feedback and experience has been forwarded to internal management team to ensure that the concerns are addressed properly and in a timely manner. We will provide customer with an update as soon as we receive further information. We are committed to addressing this issue internally to ensure we are serving customer to the best of our ability.

Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Initial Complaint
Date:06/21/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in the ******** ***** ***** ******* **** store on Sat., 6/21. The attendant at the self-checkout appeared drowsy, doped-up, in his own world. I had to call him over twice because the scanning machine was acting up, like it always does. The first time, I scanned and put an item into the baggage area; the machine said, "Please make sure to scan all items before placing them in the bagging area." I happened to be holding a different item in my hand and he told me to scan it, even though I was trying to explain what actually happened. The second time, I scanned a coupon, and the machine said, "Help is on the way." He then accused me of trying to scan a coupon twice, which I didn't. I didn't appreciate his condescending attitude or being talked down to like I was a child or like I was stupid. These scanning machines always act up, and the attendants are badly trained. I'm filing here and not calling the manager because I have a hard time explaining things verbally, especially on complicated matters due to electronics malfunctioning. I would like an apology, and that young guy who was the attendant at the self-checkout between 8-9 a.m. on 6/21 needs to be put on another job or even lose his job if he doesn't straighten himself up. This is the second time in 7 weeks I've had a problem with the attendants in self-checkout arguing with me simply because their machines glitch all the time.
Business Response
Date: 06/21/2025
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 sincerely apologize for the frustration and discomfort you encountered during your visit on Saturday, June 21.

We understand that technical issues at self-checkout can be aggravating, and we are truly sorry that the service you received did not meet your expectations. Your feedback regarding the behavior and attentiveness of the associate has been noted and is being reviewed internally. Please be assured that we are committed to providing respectful, professional service to all customers at every interaction.

We also recognize and appreciate your effort to document this matter in writing, and we take your concerns seriously. Your experience has been shared with the store leadership team for further investigation and appropriate follow-up.

We value you as a longtime customer and want to ensure that your future visits are more positive.

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: 06/24/2025
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:06/21/2025
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.
My name is ****** *******, and I am reaching out to formally share my experience and concern regarding an incident that occurred at a Kroger store in *******, Georgia, involving a culturally insensitive Juneteenth-themed bakery display. This experience was deeply disturbing to me as a Black woman and as someone who holds the meaning of Juneteenth with the utmost respect.After posting a video about the incident on ******, it has since gone viral with over 11 million views, and has been featured on *** *****’s website, in addition to receiving hundreds of thousands of views across other social media platforms. I am also scheduled for a live interview on *** ***** **** to discuss the emotional impact and larger implications of this incident.I have attached a formal complaint letter that outlines my distress, the widespread response, and the specific steps I hope Kroger and its leadership will take to address the issue. I respectfully request your attention and, where appropriate, your support in advocating for meaningful accountability and resolution.Thank you for your time, consideration, and commitment to justice, respect, and cultural sensitivity.Sincerely,****** *********** **** *** *********, GA ***************************###-###-####
Business Response
Date: 07/18/2025
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 cultural insensitivity customer experienced related to the Juneteenth-themed at one of our stores. Juneteenth is a deeply meaningful day that commemorates freedom, resilience, and Black history. Any misrepresentation or disrespect of this observance goes against our values of inclusion, respect, and community.

Please know that we take this matter very seriously. To ensure a proper review and follow-up, we kindly request additional details regarding the exact store location where this occurred. This will allow us to address the issue directly with the appropriate team and take the necessary steps to prevent future incidents.

At Kroger, we are committed to honoring and celebrating diversity in ways that are authentic, respectful, and thoughtful. Your feedback helps us grow and do better. Once again, we deeply regret the offense this may have caused and thank you for bringing it to our attention. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon

Regards,
Kroger
Initial Complaint
Date:06/20/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/20/2025 I placed an order through the Dillons app for approximately $250. The shopper left off a significant portion of the order, which resulted in me receiving only about $140 dollars in goods.

I am in congestive heart failure and require delivery services. Much of what the shopper left off was dietary specific to my health condition, which means I need to place another order with another grocery store to make up for the goods I didn't receive from Dillons.

Separate orders incur separate delivery fees and tips, which are costly. I would like a refund of $50 to cover the separate service.

I spoke to Jade in Kroger customer service, who conveyed a disinterest in retaining me as a customer, so I would like Kroger to pay me the service fees so I can find a more reliable grocer.
Business Response
Date: 06/20/2025
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. Regarding of the concern of the customer that half of the delivery order is missing; I can verify that only one item is out of stock, but it is already substituted. May we ask the customer the list of the item they placed for delivery that has been missing for further investigation?

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: 06/25/2025
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 don't have a list of everything. Low sodium turkey breast from the deli Chicken. I know I ordered these items, because they are the only proteins I can eat.

After reading more about this online, this a known issue with their app deleting items after the order is submitted. There are countless threads about this dating back years, so this is the experience Kroger has accepted and decided to live with.

Kroger customer service tried to blame me, then blame instacart.

I require delivery as I cannot physically shop due to failing health. Dillons isn't able to provide this service, and isn't fixing it. I will shop elsewhere.

Regards,

******* *******
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pound of American cheese and asked it be sliced thin with papers between slices. I received a blob of cheese, no paper, slices blobbed on top of each other. This happened almost 2 weeks ago, paid over $13.00 for this item. Unable to eat, ridiculous. Emailed King Soopers over 10 times, even sent them pictures, received generic replies, no resolution, no refund. Ignored by King Soopers. Tried to resolve this with KS, not able to. Terrible, terrible customer service.
Business Response
Date: 06/20/2025
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 for receiving Boar's Head American Cheese Yellow without the paper in between as requested on the order and for not resolving the issue wright away when customer reported the issue that is certainly not what we wanted for our valued customers.

Since this is a store purchase, I added $14 store credit on customer account. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.
Initial Complaint
Date:06/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On [June 15th around 9:30am, I attempted to return a sandwich I had just purchased from King Soopers. The reason for the return was simple: I realized after purchase that I could not fit the item in my backpack and I did not want the food to go to waste.

When I approached the service desk, I explained the situation. While I no longer had my receipt, I was aware of King Soopers' published return policy, which states that:

Returns under $10 are eligible for a cash refund without a receipt.

Returns over $10 without a receipt are eligible for store credit.

The item in question was well under $10, which I calmly explained to the service desk clerk. I even opened the King Soopers website on my phone to show them their own posted policy. Despite this, the service desk clerk refused to process the return. A manager named C**** was then called over.

Unfortunately, the manager also refused to honor the store's policy. He repeatedly stated that a receipt was required, ignoring the clear terms of the posted policy that allow returns under $10 without a receipt. Throughout the entire interaction, both the
Business Response
Date: 06/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologized for any inconvenience caused but we regret to inform you that we are unable to process a refund for the item mentioned.

Upon reviewing your account, we were not able to locate any transaction or purchase history related to this item. To assist us in resolving this matter promptly, could you please provide us with more information such as:
1. Loyalty card number or alternate ID number used during the transaction
2. Date and Time of Transaction
3. Complete name of the item and amount

Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue.

Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon

Regards,
Kroger
Customer Answer
Date: 06/21/2025
All details have already been included in my original submission including the date of the transaction and the incident. I am sorry you're having a difficult time understanding the written English language. I suggest you reach out the manager on duty who refused to uphold the policy for further information on the exact item you're so concerned with. Because as already stated in my original submission, I had to walk out and leave the item there as I couldn't carry it in my bag. And now you're going to attempt to side step me by asking for minute details about the exact specifics item..Ask your very rude manager on duty in the store location. I do not have the item as stated I could not carry it and HAD TO LEAVE THE ITEM BEHIND. PLEASE GET HELP IF YOU CANNOT READ..Thank you.
Business Response
Date: 06/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologized for any inconvenience caused for the item that you are trying to return in store without the receipt.

After reviewing your account, I am unable to find any transaction details. To assist you further and resolve the issue, could you please provide the required information;

Date and time of the transaction
Item details or UPC
Loyalty card number or alternate ID used during the purchase

Your cooperation in providing these details will help us carry out a thorough investigation and take the necessary steps to resolve the issue.

Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon

Regards,
Kroger
Initial Complaint
Date:06/18/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fred Meyer opened pre-orders for ******** ****** * in late April 2025. Mid-May, the employee discount on electronics was cut from 10% to 5%. When attempting to purchase the console June 6th, I was unable to get the 10% discount which was expected for my preorder, and in fact was the basis for placing said preorder. On the $500 item, that's a net loss of $25 to me; I only ask for that difference to be tendered.
Business Response
Date: 06/21/2025
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. All Associate Discounts questions are handled by a different department. We are encouraging you to please contact the Human resource Helpdesk Team at ###-###-#### from Monday – Friday at 8:00AM-8:00PM and on Saturday & Sunday at 8:00AM-4:30PM. Please provide them with your Associate email address or loyalty card number.

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: 06/29/2025
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.

The response offered no direct address of the complaint, instead attempting to refer me to another department. While I will pursue resolution through that channel, I am as yet offered nothing.

Regards,

**** ****

Business Response
Date: 07/05/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. 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 understand the frustration you are experiencing regarding the issue. Kroger have different channels solely dedicated for each of our customers concerns, associates included. We do believe that the Human resource Helpdesk Team will be truly capable in handle your concerns with your employee discount. There are also promotions that are only applicable to a certain location for which we highly encourage the customers to communicate directly with the location

We are still encouraging you to please contact the Human resource Helpdesk Team at ###-###-#### from Monday – Friday at 8:00AM-8:00PM and on Saturday & Sunday at8:00AM-4:30PM. We have also shared the issue with the store team to be reviewed, and rest assured that we will advise you of the proposed resolution the soonest that we have it.

Regards,
Kroger Co.
Initial Complaint
Date:06/17/2025
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.
I purchased my groceries online on 06/10/2025. I was instructed to pick them up between 7am - 7:30am on 06/11/2025 because they did not have anymore pick up times on 06/19/2025. I checked to see if there were any substitutions on any of my items and I did not find any. I was signaled @6:45am that my order was ready for pickup . However after I picked up my order I discovered that I was charged an additional $5.00 so I contacted customer service and was offered a store credit thru the AI system which I rejected and I requested to speak with a live representative whose name turned out to be steppy. I explained what happened and steppy offered me the same $5.00 credit I explained to steppy that I want cash because cash was used for my groceries. Steppy stated that because I picked my groceries up on 06/11/2025 instead of 06/10/2025 that there was an up charge I explained to her that I was not told that and when I ordered my groceries it placed a hold on my groceries immediately, but after I picked them up it showed a higher amount. I insisted on a cash refund and informed them that I would filing a formal complaint if I was provided one.
Business Response
Date: 06/19/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that they were unexpected charges on the order (*******************) of the customer when they received it. We always aim to provide good service to our customers. As advised on their order, it shows that their pickup order was placed on a Tuesday and will be picked up the next day, Wednesday. If they placed their order with items that has sale price, promotion or offer that came from the weekly ad there is a possibility that it will not be applied. This is because every Wednesday (the weekly ad shows the date range it is valid) our weekly ad changes for the new week and the offers from last weekly ad will only be available and valid if the transaction is received and completed up until the last day of the weekly ad which was on Tuesday. If the transaction is not completed by the end of the weekly ad, the sale prices will not apply, and this is what happened on your order since on Tuesday your order is not yet received and pending.

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. Also, we are unable to provide cash as refund or refund it on our end, and since this is a pickup order, the customer may need to communicate with the in-store team if they wish for a refund.

We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 06/19/2025
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.

Regards,

****** *****

Customer Answer
Date: 06/19/2025
I did not agree with the outcome because I tried to pick up my order on that day but there was no other time slots available, but when I chose the earliest time the next morning the price should have reflected the change in prices, not waited until I prepaid and held my funds with the original sales prices to only change them once I picked up my groceries that’s where the fraud or bait and switch was. As you can see by my bank statements it indicates one price that I was charged and then went into my account without my permission or consent and up the prices which is fraud. You can not and should not be able to take more money than what I agree without asking me if I agree with the price hike or do I want to cancel my order
Business Response
Date: 06/19/2025
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 sincerely apologize for any confusion or frustration caused by the unexpected $5.00 charge on the order (*******************. We understand how important it is to have clear pricing and a seamless checkout experience.

We also understand your preference for a cash refund, especially since your original payment was made in cash. Our intent is always to offer timely and appropriate solutions, and we’re sorry that our initial response did not meet your expectations. We always aim to provide good service to our customers.

Upon review, your order was placed on a Tuesday and scheduled for pick up the following day, Wednesday. Please note that our weekly ad cycle resets every Wednesday. This means that sale prices, promotions, or offers from the previous week's ad are only valid through the end of Tuesday—provided the transaction is completed by that time.

Since your order was not processed and completed until Wednesday, the promotional prices from the previous week's ad were no longer applicable, which may explain the difference in the total amount charged.

We also want to clarify that when an order is submitted, the prices shown are estimates. This is noted at checkout with the message: “Prices are estimates. The final amount is determined when you receive your order.”

Additionally, we are unable to process refunds in cash for pickup orders. If you still wish to pursue a refund or discuss the pricing further, we recommend visiting the store where your order was picked up and speaking with a team member at the customer service desk.

We sincerely apologize for any inconvenience this may have caused and truly appreciate your understanding. Please rest assured that we are actively applying best practices to ensure our programs function as intended for all customers. We greatly value your business and remain committed to making your future experiences with us as smooth and positive as possible.

Regards,

Kroger Co.
Customer Answer
Date: 06/20/2025
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.

Because my money was stolen cash not credit. You can not go up on a price without giving the consumer an option to accept or reject the difference. I was never told or explained that. Just like you can’t change and item that I ordered without asking if it’s ok. Same theory.

Regards,

****** *****

Business Response
Date: 06/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for the charge that was more than what you expected. . We understand how important this savings opportunities for our customers and we regret that we fell short of meeting expectations in this instance.

Please know that we have reviewed the matter carefully. As much as we would love to issue a cash refund, we regret to inform you that we are unable to do so. However to make this right we have submitted a refund request for $5 to our internal management team for review and processing. Refund will be forwarded to original form of payment.

We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. We will review our processes to prevent similar issues from occurring in the future and improve our communication regarding the application of sale prices. 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: 06/23/2025
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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