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:06/17/2025
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.
To whom it may concern, my complaint involves multiple issues with my local Fry's store, located at **** ** **** **** in ******** *******.. I recently contacted Kroger's customer relations department, and filed a complaint, however, nobody has followed up with me. (I spoke with a Kroger phone representative named E**** on June 6th, and was issued the following complaint case number: ********)
To summarize, I've experienced continuous price discrepancy issues at this Fry's location. Advertised price tags are either outdated or inaccurate, and I have been overcharged multiple times at checkout. (To the BBB: according to multiple news outlets, Kroger has been accused of widespread pricing errors that often lead to customers being overcharged for items.) To add insult to injury, the rude employees at this location have been insubordinate, combative, and completely irrational when confronted about such price discrepancy issues. Specifically, I had an egregious verbal altercation with an employee named "Miss V**" on June 6th. I purchased a package of chicken wings that were clearly, and properly tagged as a $3.99 clearance item, but was charged $5.99 at the register (see photos attached.) Upon addressing the issue at the customer service desk, a female employee (named "Mis V**") rudely refused to honor the advertised store price, claiming that the "correct" price was listed online. Moreover, this employee had a FULL ON MELTDOWN AND LASHED OUT ON ME, because I calmly pointed out the price discrepancy. She yelled in front of the assistant manager "if you don't like this store, go shop somewhere else!" This was the most appaling grocery store experience of my entire life. I would like to further discuss the incident with a Fry's corporate representative.
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 deeply sorry for what the customer experienced on their store visit at Fry's ***** We always aim for the customers to shop with us in a fair and comfortable environment. Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

To address the price discrepancy on the chicken wings they bought, a $5 store credit was added on their shopper's card number ending in ****. . Please see following information on how the customer can use it,

• Kroger Delivery- Automatically applies in the order.
• Instacart 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 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: 07/15/2025
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 have noted Kroger's response and I await further contact from Fry's store manager.

Regards,

****** *****

Business Response
Date: 07/17/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for the delay. We always aim to assist our valued customers on the issues they faced involving store experiences. We can confirm that the store management team has received our notification and is working on formulating a resolution on this matter. Today, a follow up was sent to them in relation to the customer's response they submitted on July 16, 2025.

As soon as the store received our notification, right away a response will be sent, and we will share the results to the customer if they in case that they will not receive any communication from the store.

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.
Initial Complaint
Date:06/15/2025
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.
In the last two months that I’ve placed an order with Kroger, specifically pasta and rice; even putting it into containers I’ve found maggots and moths all over my food pantry. It destroyed over $200 worth of brand new food. We found maggots under cans, in a sealed flour container literally everywhere. The moths were just as bad. My dad also works in pest control so this isn’t a problem that we have. I contacted Kroger and didn’t get an apology, I was told that I have a high quality for my food and got a $5 credit which is pointless since I won’t be purchasing from Kroger anymore.
Business Response
Date: 06/16/2025
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 already escalated the issue to our product team 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. Regarding for the refund, upon checking on customer transaction for the order number *******************, a refund amounting to $14.11 has been already process last June 14, 2025, along with a store credit of $5.

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: 06/24/2025
Better Business Bureau:

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

Kroger is claiming they gave me a refund for the food I purchased that had moths and maggots in it but I didn’t receive the refund. I’ve checked my card multiple times, I never got the money back; also I told an employee through email that the five dollar credit is pointless since I won’t do buisness with them after all the food in my pantry got destroyed and nobody cares.

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 this matter 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.

Following our review, we confirm that this matter has been escalated to our Product Team. We sincerely apologize for the length of time required to resolve it and appreciate your patience. Please rest assured that we are conducting a comprehensive investigation to deliver the most appropriate resolution.

With respect to your refund, our records indicate that on June 14, 2025, a credit of $14.11 was issued against Order #*******************. In addition, a $5.00 store credit has been applied to your account.

Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our products and services. Should you have any further comments or concerns, please do not hesitate to let us know.

Regards,

Kroger Co.
Initial Complaint
Date:06/14/2025
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.
Krogers Return Policy:

All Kroger Co. Family of Stores can accept returns of items purchased at any Kroger Company family of stores location within a 30-day window of purchase.

Returns with receipt:

There are two receipt options: paper receipt or digital receipt
Returns will be refunded to the same payment method that was used to make the purchase. Example: Credit Card, EBT/SNAP Card or Cash. Check purchases should be given back as Cash.

In the past 6 months I’ve attempted to make 2 returns. One was a plant that turned out to have a fungus which infected other plants at the home. Both receipt and plant was brought in with their clearance sticker attached to the side, being a unique tag that no one else has.

A lower manager was brought into the situation. His words were “how do I know what you did with it or if it was watered?” Aside from having a small nursery to include an outdoor garden, it was within 30 days of the sale. After the store manager came down he gave me his name, store number, and said to go ahead and call customer service. He was absolutely rude after showing him Krogers return policy.

Today, 4 curtain lights were taken in for a return. The girl behind the counter left and said, “2 seconds!” After waiting 5 mins, someone else comes up. Behind her another manager. She said I’m flagged for “too many returns.” Returns happen MAYBE once a month, if that.

The 4 digits on the bottom on their receipt is different than my card. Even though I have the Kroger app and my cards are linked, all the purchase history, for whatever reason their system generated different numbers. She said due to theft and not being able to verify the card, no return can be processed.

They went beyond the extent which was required, trying to find any information to decline the return. My bank app even shows the exact amount in transactions. After talking to the bank they said it’s on Krogers. Showing this to the clerk, her response was “people forge the app and statements
Business Response
Date: 06/15/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize for the bad interaction the customer had with their attempt to return the item. This is not something we meant for them to experience. We are working hard to provide good service to our customer. For us to formulate a resolution on this matter, we ask for the customer to provide the following information below:

*Reason on returning the item
*What is the other item they tried to return, reason of returning, date it was purchased and amount.
*Photo of each item they need to return

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

Regards,

Kroger Co.
Initial Complaint
Date:06/13/2025
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.
Location: **** ** ****** *** ****** ** ***** ** *******, I went to the Ruler store to purchase some items. While entering the store, one of the employees was pointing at me as I entered the store. I told the employee that it was not polite to point at someone. After purchasing the items that I came for and went to check out, while the cashier was checking out the items she asked why do I like to start trouble. She said why was I mad, was it because I didn't have a woman. Then two customers verbally attacked me. Then the female employee said to get out of the store or she would call the police and I was not allowed back in the store. On 5.27.25, I called the store manager, Lauren, to explain to her what happened and she recorded what I was saying.

I am requesting to be provided a copy of the video of me without fees or expenses.
Business Response
Date: 06/16/2025
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.

It deeply saddens us to hear that the customer had bad experience on our store at ***** * ***** ***** **** * ***** **** ***** ***** with our employee. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.

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.

Regarding of the request of the customer for copy of the video at the store regarding the incident. We ask the customer to send a subpoena to: The Kroger Co.,1014 Vine Street, Cincinnati, Ohio 45202.
NOTE: subpoenas must be mailed/cannot be accepted via email

Regards,

Kroger Co.
Initial Complaint
Date:06/12/2025
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 December 3, 2024 I placed a online pick up order to the location on ******* *** In ************* ********. My husband picked up the order but when he returned home I noticed everything was wrong. They gave us someone else's order. We called in immediately to the company asking for them to bring us the order that I actually ordered but they couldn't apparently. I live 30 minutes away. They gave us the 1 800 number to get a refund and since that day I have been given a song and dance on how they are still pending my return. I even went to the store and tried to settle this with no resolution but to be kicked around. It seems as if they are hoping I will forget. My case number with them is ********. It has been over 6 months now and we still have not received any refund, or even a call back on the process of the refund. I would have even settled for a gift card to the store to re shop.
Business Response
Date: 06/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience this delay may have caused. Your patience are greatly appreciated as we work diligently to ensure that this issue is properly addresses.

Please be assured that customer refund request has been forwarded to our internal management team for further review. They are currently looking into the matter to ensure it is properly addressed and in a timely manner. We will provide customer with an update as soon as we receive further information and resolution.

Thank you again for your understanding and for giving us the opportunity to assist you. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We are committed to continuously improving our customers’ experiences, and your feedback helps us better serve you.

Regards,
Kroger
Initial Complaint
Date:06/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order at the **** ******* *** location on June 3rd for pickup. The total was for $64.74. I received a confirmation telling me to arrive between 6-7pm.

I’ve been a Kroger customer for over 8 years and the customer service is ALWAYS Top tier at the ***** location. There are really sweet special needs individuals and others that warm your heart and go above and beyond.

The ******* *** location is HORRIBLE!! The staff was confused, unpolished, incapable of putting out a fire or answering questions. All pivkup spots were filled with regular shoppers thus NOWHERE to park. after waiting over 30 minutes I called to check my order and the picker told me he had 2 trucks to unload before he got to my order. This is unacceptable. **** we should have called me to let me know there was. Delay to save my time and has. I asked for a manager and the grocery picker told me that she will not come to the phone because she is “busy”. Again unacceptable. I
Called ba k to speak with another associate to get the manager and they said “I don’t know why she isn’t answering I can’t find her and she isn’t answering the phone”
When she came to the phone the service I reviewed blew me away!!! I cannot believe this is management I’m
Speaking with . She told me she would not help because I was u happy with her emokoyeees. Quality reflects leadership so of course the staff was lacking. They couldn’t find her to get guidance!!! Not only did she refuse to help. She laughed in my face and told me to call the 800 number. Kroger I am
Beyond disgusted and will lost this in blogs etc. the managers name is A***** I think unless they lied. My money was taken from my card and was NOT refunded!!! I ended up calling the 800 number because I was left no choice. They told me I was not charged and the Amount is pending but it has been drafted from my account. This is theft!!!!!
Business Response
Date: 06/14/2025

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We are truly sorry for the poor pick up store experienced and the manager's behavior, this is not reflective of the service standards we expect from our team. Please know that the behavior of manager 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.

Rest assured feedback have forwarded to internal management. We will be taking appropriate and corrective action with the employee involved and for the bad experience. We value customer feedback greatly as it helps us identify areas for improvement, and we are committed to making the necessary changes to prevent such occurrences in the future.

For pre-authorization holds typically fall off in 3-5 business days after the completed transaction. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. Some banks release right away; others do not. We are unable to expedite the release of these funds or issue a refund for a pre-authorization hold. We would prefer that they release the hold right away. If the pre-authorization hold is still on the account after 5 business days we recommend to contact their bank directly to ask for the hold to be remove.

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: 06/17/2025
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 charge is still on my card and I would like the items delivered as they are no longer offered at the rate they were when I purchased

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. 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. On our end the order is already showing as cancelled with no charged amount. We have also sent a follow up with our financial department to verify the charge for which we will notify you of the resolution as soon as we have it.

Regarding the redelivery, unfortunately we are not empowered to place an order on any customer's account as personal details are needed to do so. We are encouraging you to please place another order for the items. Please be advised that we do not offer rainchecks for online orders as this is provided by the store after filling out a form.

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:06/11/2025
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’m writing because Ralph’s charged my credit card $225.27 for groceries I never bought. I only purchased three things that day—a can of ******* Lemon Lime soda, a ******* Peach Revival Yerba Mate organic tea, and ******** 93% lean turkey patties—plus a single bag at checkout. After the cashier scanned those three items, I scanned my Ralph’s membership card and paid with ***** ***. There was no total displayed on the screen for me to confirm; the cashier bagged my items, thanked me, and sent me on my way.

Later, I saw the $225.27 charge on my statement. My out-of-pocket should have been around $13. I’m almost certain the cashier accidentally rang up the person behind me and charged it to my card, since I never saw a confirmation and just trusted the clerk when they handed me my bag.

The next day I went back to Ralph’s to sort this out. The store employees told me to talk to their bookkeeper, Michael. I also asked if they could check the security cameras to show I only left with three items, but they wouldn’t do this. Michael also wouldn’t help and told me to dispute it with my credit card company. I’ve also reached out to Kroger’s corporate office several times, and no one has been helpful or responsive. In addition, the incident report Ralph’s filed lists the shopper’s card ending in “****”—that isn’t my Ralph’s card number. I’m guessing those digits belong to the person whose groceries were mistakenly charged to me.
Business Response
Date: 06/11/2025
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 the inconvenience and frustration this situation has caused regarding the billing issue at Ralph’s. We understand how concerning it is to be charged for groceries you did not purchase, and we appreciate the time you’ve taken to bring this matter to our attention. This is certainly not the level of service we aim to provide to our valued customers.
We recognize that you attempted to resolve this with store management and our corporate office, and we regret that your experience did not meet the level of service we strive to provide.

To address this matter promptly, we recommend you dispute the transaction directly with your credit card provider. They may be able to assist with a reversal of the incorrect charge.
Furthermore, we will escalate your concern to the appropriate department to review the transaction details and determine the next steps for resolution.

We sincerely apologize for the challenges you’ve faced in resolving this issue. Your feedback is invaluable and will help us improve our processes to prevent similar occurrences in the future. Thank you for your patience, and we appreciate your continued trust in us.

Regards,

Kroger Co
Customer Answer
Date: 06/16/2025
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 below.

I have already tried to talk to my credit card company and they have asked me to get in contact with Kroger. You all have failed to address my concerns and have been challenging to get into contact with.

Regards,

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

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 regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. This is certainly not the level of service we aim to provide to our valued customers. Regarding of the refund concern of the customer for store purchase, we already email the store management regarding of this issue, please advise customer to ask for the request refund to the store manager on the store for further assistance.

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:06/10/2025
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 signed up for a Boost membership in February for grocery delivery. I successfully shopped grocery delivery since then until last week when suddenly Kroger said my address was outside the delivery area. I was able to contact and they resolved the issue allowing me to again place a delivery order. However, I had also requested a refund of my Boost membership IF my address was no longer going to be available. So then after a successful delivery, my Boost membership was refunded and I was told my address was still in the area and it had been a temporary issue. So I went back to re-instate my Boost membership which I would be happy to pay for again if I can continue getting deliveries and again it's saying delivery to my address is not an option. My neighbors all get deliveries as well. I want to continue using this service, I want to pay for Boost again, I'm not trying to get it for free I just want it to work and I'm getting really frustrated by the confusion and glitches and back and forth. Can someone please set me back up to be able to receive deliveries ASAP? Can I do a one-month trial again to be sure this is working? Again - I'm happy to pay the annual fee, I just need it to work...
Business Response
Date: 06/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize that the customize is experiencing difficulties when trying to place a delivery order online. We are working hard to provide good service to our customers. After carefully checking, we are able to verify the customer's address shows no delivery is available on their location. The recorded case ********, shows that it is working on June 05, 2025, but this case will be used to re-escalate the issue and will be checked by our technical team.

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.
Initial Complaint
Date:06/08/2025
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.
On 05/17/2025 I placed an order with Kroger’s via the boos program which I paid 99 for. It provided free delivery for the orders. I authorized an order that was 188.26 but was charged 257.52. The person who placed my order did not use my weekly digital coupons. I called that day and after escalating 3 times and explaining to all three agents what the weekly digital deals were (?) and going over each overcharge I was told I couldn’t return the order and they were going to request a refund from the “technical team” but they had no idea when I would get it. I asked for someone in upper management to call me back. That never happened. I called their customer service number again and after escalating again 3 times I got someone who called the company “Goger” 3 separate times because I asked her what she was saying and then had to correct her on how to say the company’s name. I then called the corporate office and spoke with Todd. He wanted me to go over each item again because he said he couldn’t see my original order (?) and that they could not promise the prices as being the same as when I ordered them. when I could not remember every item while I was driving home he said he would call me the next day to go over it and didn’t. I asked to speak to his supervisor and he told me there was no higher. I called last weekend and was told that no one had even put in for my refund of almost 70 dollars. And here I am again another week and no refund. I have requested a refund for the 99 dollars since this had been such a mess and it had only been 3 weeks and was told they had issued me one but that has not happened yet either. Please please please help. I am running out of things to try to do to get this whole thing settled. They used to be my favorite place to shop and did so every week but I just can’t bring myself to shop there right now because of all of this. They had surpassed Walmart (of which I pay for a membership) and heb but not anymore
Business Response
Date: 06/09/2025
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.

Upon checking on the delivery order refund request, A refund of $70 was successfully refunded last June 1, 2025. Please advise to the customer to check the refund on their bank account. If there still will be a problem, we recommend customer calling our Kroger Customer Relations Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

We 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: 06/11/2025
Better Business Bureau:

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

Thank you for getting such a quick response from the company as I have been dealing with this for almost a month now. The matter has not been resolved as there has been no refund for either the 70 dollars that were over charged or for the 99.00 for the boost program that is such a mess I guess because where I live I have to use Instacart for delivery. I know this is all first world problems but I feel like I have been through the ringer from this company which is incredibly disappointing as it WAS my favorite place to grocery shop!

I did receive the refund for the overage on the charges but not for the boost membership that was so poorly handled. I would also like to talk to someone to maybe try to feel better about this whole issue since it has been such a huge issue. I want to feel good about going back to shop there. None of this has been something I did wrong and I am really unpleased with how it was all handled.

Regards,

**** *******

Business Response
Date: 06/11/2025
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 inconvenience you’ve experienced regarding your recent order through the Kroger Boost program

Upon review, we confirm that a refund of $70 was successfully processed on June 1, 2025. We kindly ask that you check your bank account to verify the transaction.
If you encounter any issues with the refund, we recommend contacting our Kroger Customer Relations Center at ###-###-#### (option 1). Our representatives are available to assist you Monday–Friday from 8:00 AM to 10:00 PM and Saturday–Sunday from 10:00 AM to 9:00 PM.

We sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable and will help us improve our training and customer support.

Thank you for your patience and understanding.

Regards,

Kroger Co.
Customer Answer
Date: 06/15/2025
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 did send a corrected response that I did get the 70.00 but I am still waiting on my 99.00 refund that I spent for the few days that I had the boost program. It would also mean a lot to talk to someone (other than Todd) that is higher up in the company to explain what happened to both help me to feel like someone there cares and help you to avoid any other customer of yours from going through what I have gone through. I loved shopping at Kroger’s. I mean LOVED it but now I can’t bring myself to place an order no matter how good the sale.

Regards,

**** *******

Business Response
Date: 06/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for the delay. Upon checking, the refund for the Boost cancellation was initiated but due to some errors on our end, the refund can't be refunded back on their original payment method. Instead, we requested a check to the customer, and they will be receiving a check for $99 for the Boost Refund. The check will be coming by *****; however, with the way checks are processed it may be as early as the middle of next week or the week of July 4th before the customer receives the check.

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
i will accept this when i get the money. I have been told too many times that the money was sent (the refund for the boost program) or that the refund for the 70.00 overcharge had been requested and it wasn’t. The sad thing is what I have had to go through for all of this. All to just get what is right. I can really see clearly now how Kroger feels about their customers. Between the literally dozen calls I have had to make. The fact that I had to explain to “your agent” what a weekly digital deal is. The fact that having to escalate on 2 different calls 3 times each and then on one of them I had to tell the “person in charge” the name of the company is Kroger’s not Grogers. The fact that I called tile corporate office and talked to Mr. T*** and had to go over every item because Kroger’s could not see my original order (that one blows my mind). The fact that because I couldn’t remember the difference in every single one while I was on the phone and he said he would call me back the next day and DIDNT. When I told Mr. T*** I wanted to escalate I was told there was no one higher than him. The fact that this has been going on now for almost two months. Yep, the customer is just a number and why really try to take care of them unless they make a big stink.

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. We understand the importance of a prompt resolution and apologize for any inconvenience this may have caused. Your patience and understanding are greatly appreciated as we work diligently to ensure that the refund is processed as quickly as possible.

Upon checking the latest update on refund case, we have confirmed with our Payment/Accounting Department that has processed and cut the check today. The check will be sent to our **** **** Office, from where it will then be mailed directly to customer.

Please note that the person responsible for mailing checks from the **** **** Office is only present a few days each week. However, based on the current timeline, customer should receive the check by the first week of July, possibly even earlier.

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:06/06/2025
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 am repeatedly having issues with getting prescriptions in a timely manner at this particular location. I have called the corporate office repeatedly. There seems to be resolution after only for the problems to arise again. Today specifically, I went up to the pharmacy to find out why they never called me about my prescription being filled. After having to speak with two different people, I found out that the prescription was denied by my insurance so they just never filled it. I was told to come back “a little after 2p” to get my prescription. I sat in the parking lot and waited for a little over an hour. I went back to pharmacy at approximately 2:05p just to be told that I needed to come back in 30 mins. I called the corporate number, spoke to someone named Tracy who said there wasn’t anything she could do besides call the pharmacy. I asked to speak to a supervisor and she told me that she was the highest I could go. She then called the pharmacy only to come back and tell me that no one answered the phone. She said that she would file a complaint with case#********. This is not an issue in the white parts of town. If I want yo drive 20-25 mins outside of where I live, I can get my prescriptions timely. if they cost anything, I can determine if I want to pay for them. How dare your incompetent pharmacy staff just decide not to fill my prescription instead of giving me the option to pay. I WANTED TO PAY FOR THAT PRESCRIPTION. And now after being patient and understanding, your staff is INCAPABLE of following through on what they said. You need to find some competent staff or shut the pharmacy down. THIS TYPE OF TREATMENT IS UNACCEPTABLE! You can call corporate to verify that this type of issue has been ongoing and that I have complained. I NEED TO SOEAK TO SOMEONE ABOVE TRACY! THIS IS ABSURD!
Business Response
Date: 06/06/2025
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. The escalation of the case has been forwarded already to the right department. 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.

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