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:06/06/2025
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.
During my visit, I was subjected to a threatening encounter by another customer who directed hate speech and slurs at me. They threatened me with specific physical violence, specifying a time and place. When I attempted to de-escalate, I was subjected to homophobic language. The situation escalated to the point where I felt compelled to contact the ******* Police Department. Officer *** (Badge #****) responded to the call, and the incident was documented under case number *********.

While experiencing a panic attack triggered by the confrontation, I sought assistance from the store’s management. Unfortunately, their response was dismissive and lacked the necessary support one would expect in such a distressing situation. This lack of empathy and action not only exacerbated my distress but also raised concerns about the store’s commitment to customer safety and inclusivity.

I have already taken the following steps:
• Filed a police report with the ******* Police Department.
• Submitted a complaint through your customer service channels.
• Posted a detailed one-star review on ****** to inform other potential customers.
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. Upon further review customer already reported this issue last June 3, 2025, and the case was already escalated to our relative department for further investigation and once they already have the resolution rest assured that they will communicate it with the customer. We apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

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

Regards,

Kroger Co.

Customer Answer
Date: 06/10/2025
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 accept that Kroger is still investigating and will be awaiting a resolution provided by Kroger.

Regards,

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

Business Response
Date: 06/11/2025
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 the unsatisfactory experience you have encountered. This is certainly not the level of service we strive to provide to our valued customers.
Upon further review, we see that you initially reported this issue on June 3, 2025, and the case has already been escalated to the relevant department for further investigation. Once a resolution is reached, rest assured that the team will communicate the outcome directly to you.
We understand that the time taken to resolve this matter has been longer than expected, and we deeply regret any inconvenience caused. Please know that we are thoroughly reviewing every aspect of the issue to ensure the most effective resolution.
Thank you for your patience and understanding. 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:06/05/2025
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.
Someone unlawfully used my debit card at the location in ****** **** and I have gone through my **** *** account and tried to resolve this problem but Kroger's is denying my claim and that's bull crap I don't think I deserve that and I would like to get this dissolved impossible if you can help me with this matter please do I need you
Business Response
Date: 06/05/2025
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 sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. For us to validate the transaction and help the customer regarding of dispute of the transaction may we request for the date and time of transaction that has been charged also the loyalty card number on her digital account. We also recommend calling their back to dispute the charges.

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: 06/06/2025
This message is to be sent in response to the message received from Kroger corporation okay and the passcode is **************** okay and these transactions what happened on 5/25/2025 at 5:17 in the amount $84.3, the disputed transaction occurred on 5/26/2025 6;00 pm in the amount of $23.74.
Business Response
Date: 06/06/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the Better Business Bureau (BBB) and appreciate the opportunity to address this matter with their assistance.

We sincerely apologize for any frustration caused by the unauthorized transactions on your debit card at a Kroger location in ******* ****. We take such matters very seriously and want to ensure we resolve this issue promptly for you. We recognize the inconvenience this situation has caused and appreciate your patience.

Since the purchase was processed through **** ***, we advise following up with their support team to escalate the dispute and provide any required documentation. We also recommend contacting the financial institution or card issuer using the phone number on the back of the card to dispute the charges. This will allow them to review the transaction and assist in resolving the issue.

Furthermore, we kindly request some additional information:

Loyalty card number
Alternate ID (if applicable)
Phone number
Sales receipt or order number
Date and time of the transaction

Providing these details will help us conduct a thorough review and work toward a resolution as quickly as possible. We truly appreciate your patience and cooperation in this matter.

Regards,

Kroger
Initial Complaint
Date:06/05/2025
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 on May the sixth. I had a death in the family and forgot all about it...I received an email saying the order had been picked up ..and I was charged..I've been going back and forth with extremely rude customer service ever since ..I've been told to go to the store because online they cannot issue refund..been told at store to go online. I keep getting jerked around and it seems no one is willing to help me with this..my father and grandfather both retired from Kroger and always thought highly of the store..but these days it seems their employees are under trained...they are not doing their job at the customers expense ...and I'm suppose to I just turn a blind eye to the fact they have given my order to someone else ..they haven't even offered to replace it...
Customer Answer
Date: 06/05/2025
Both my grandfather and father retired from Kroger...we always thought highly of the place. But being sent back and forth trying to get a resolution has been impossible .the customer service at the store are both very rude and act as if they hate their job .experienced some of the same issue online with customer service...no one willing to resolve my problem .I did not pick up my order. .due to death in family .but I recieved email saying it was picked up and I was charged...obviously ur employees don't check ID because I didn't pick up my order ..it's money I can't afford to waste and didn't think that Kroger would just ignore their employees lack of ability to do their job at the customers expense .I just want this resolved .weather by refund or replacement order..

Business Response
Date: 06/07/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

As per checking on recorded case, ********, the full refund of $92.35 for the order was successfully submitted on June 6, 2025. Kroger typically processes SNAP/EBT refunds immediately. However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so you'll want to check with your state agency to see when your funds are scheduled to be loaded next. Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more. Our customers can contact their state agency for details for their state.

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: 06/12/2025
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.

They gave me a hard time thru all of this...every step of the way...it should not have been like that and they jerked me around...every step .when they should have replaced the order that their workers gave to someone else because they don't do their job ..they should check IDs like they claim to on the website .they are a joke for real always messing up and us cystomets have to choke it up to a loss...if they'd spend more time training their employees correctly they would have less headache trying to fix all their mess ups with customer service. They are extremely rude making the environment very unpleasant to be in..they also told me id be getting a ten dollar credit to my acct on two different occasions and I've never seen it..I don't recommend this store to anyone...get nicer help in there..train employees correctly.

Regards,

***** *******
Initial Complaint
Date:06/04/2025
Type:Customer Service 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.
**** ** ****** ******* ** ***** *************************

Fry’s Food Store June 04, 2025
Attn: Ms. Monica G*****, Division President
Ms. G*****,

I am writing to express the unacceptable treatment that I incurred at a local Fry’s Food Store located at **** ** ******** ***** ******* ******* *****. On or about May 29, 2025, I entered the store to purchase some cigarettes. I have purchased food items in the past without any issues. The unfair treatment that I experienced was based solely on my appearance of being a Mexican American female and having some tattoos on my arm. A Fry’s Food Store worker (Asian American) who works the self-checkout lane tends to approach me every time I go to the self-checkout, which I find highly unwarranted, offensive, and harassing in nature.

Secondly, I find the unfair treatment that I experienced highly constitutionally offensive to judge me on my appearance while shopping. All persons shall be entitled to the full and equal enjoyment of the goods, services, facilities, privileges, advantages, and accommodations of any place of public accommodation. I asked the Fry’s Store worker (who refused to release her name listed above in this correspondence) that I wanted to purchase some cigarettes. Instead, the worker came up to me with her immediate supervisor, which I’ve known for years (“Connie”), and asked to open the contents of my purse, which I voluntarily complied, and nothing was found. I hope your department will investigate this matter and take corrective action.

If you have any questions or further information, please don’t hesitate to contact. Thank you for your assistance concerning this matter.

Sincerely,

**** * ******
Business Response
Date: 06/07/2025
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. I believe that the issue could be handled better. We would like to assure the customer that the issue was shared the store team for a proper review. As soon as we have the proposed resolution, rest assured that we will advise the customer accordingly.

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

Business Response
Date: 06/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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 issue was forwarded already to our internal management team, we are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

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

Regards,

Kroger Co.

Customer Answer
Date: 06/10/2025
Good afternoon, Team, I accept the business response (ID ********). Please close out the case and email me a confirmation that the matter has been resolved. Thank you!
Initial Complaint
Date:06/04/2025
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.
On May 26, 2025 I purchased a 12-pack of Sierra Nevada Pale Ale because Kroger advertised $5 off. I spoke to two staff members about how to ensure I get the $5 off and neither was able to tell me how it works. The tag indicated I would receive the refund in five days, via ******. The refund never arrived. I went back to the store and the employees were again confused on how the refund works and simply told me to call the 1-800 number. After being on the phone for over twenty minutes, I was told they could not issue me the refund. So neither the store nor the corporate help line was willing and/or able to provide me what they had advertised. I am simply asking for a refund of the $5 dollars.
Business Response
Date: 06/04/2025
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 appreciate you for reaching out and sharing your concerns regarding the $5 refund for your Sierra Nevada Pale Ale purchase on May 26, 2025. We sincerely apologize for the confusion and frustration this situation has caused, and we appreciate your patience as we work toward a resolution. This is certainly not the level of service we aim to provide to our valued customers.

We understand that the refund was advertised to be processed via ****** within five days, but you have not yet received it. Additionally, we regret the difficulty you experienced when seeking assistance both in-store and via our customer service line.

To resolve this matter, please be assured that a $5.00 store credit has been successfully applied to your loyalty account (ID: ************). As a valued customer, your concerns are our top priority, and we commend you for bringing this matter to our attention. We are committed to ensuring your satisfaction and will continue to strive for excellence in our service.

How to use the store credit:
1.Kroger Delivery or Pick Up- the credit will automatically deduct upon checkout process.
2********** Delivery- Just add an instruction to a special notation box that you want to use the credit.
3.In-Store- Kindly advise the cashier that you want to use your store credit on your loyalty card.
Store credit cannot be use as payment for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases

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: 06/05/2025
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:06/03/2025
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- Order Number: ******************* on 5/30. The order was said to have been dropped off. I immediately contacted Kroger and spoke with multiple associates who contacted Instacart and confirmed the order was dropped off at the wrong location. I was sent an email saying I was being refunded $375.27 and I would receive an email there after confirming the refund was complete. I still have yet to receive this email that the refund has been done and it’s been 5 days. We need these funds back to re order our groceries. I was originally told 2 days was the time it would take to receive an email stating the refund was complete. Case #********.
Business Response
Date: 06/04/2025
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 the customer did not receive their delivery order *******************. We are doing our best to provide good service to our customers. As per checking reference case ********, it appears that it is still under review by our refund department.

The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 06/05/2025
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.

Why is the refund still in review when it was confirmed to have been delivered to the wrong house per insta cart and per your customer service. Wouldn’t this warrant an immediate refund? I was also told 2 business days for the refund to be processed and again I have still yet to receive any email regarding my refund being complete.

Regards,

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

Business Response
Date: 06/06/2025
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 delay. As per carefully checking, we can see that as of June 05, 2025, the refund has been submitted worth $379.09, and this may take 1 to 3 business days before it will completely be credited back on the customer's account. As part of our refund process, a review is necessary for any requests may it have confirmation from the delivery service or not. Also, we send this refund requests to another department that is why sometimes it may take time.

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

Regards,

Kroger Co.
Initial Complaint
Date:06/03/2025
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 placed an order on the Krogers App for $40.50 on June 2. The next day, Jun 3rd I received an updated charge for a total of $63.66. According to the person I spoke with on the line, Trischell and Marcus the supervisor, the charges were non-refundable and there was nothing that I could do. I expressed clear frustrations and yet received no actionable assistance.

I am seeking resolution in the result of an escalated department complaint and a refund in the amount of $23.30.

Speaking to the employee, he states that he is unable to refund promotions. And will submit a supposed complaint to a supposed escalations department that most likely doesn't exist. Kroger Customer Service is the name of his department. States that he cannot provide a refund for promotional purchases even if they were applied on the original receipt.

#******** is the case number for reference. Employee may have supplied a false name.
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 sincerely apologize to customer for the inconvenience they experienced when attempting to redeem your coupons.

Upon review by our technical support team, we found that the coupons were not properly acknowledged by the point-of-sale (POS) system during the transaction. This technical issue is the reason the coupons were not applied as intended.

We understand how frustrating this must have been, and we truly appreciate customer patience. We’re pleased to confirm that a store credit refund in the amount of $24 was issued to customer account on June 3, 2025. Our records also show that the credit was successfully redeemed on June 4, 2025.

We are continually working to improve the experience for our customers to ensure that we are implementing the best practices so that all programs work correctly.

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:06/03/2025
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.
Made online purchase used the delivery service they offered the person doing the shopping for the order made fraudulent purchase on my **** account which overdrafted my account 76.00 called corporate headquarters and customer service both would not remedy the refund I had an Ebt account and a **** attached to the account since the shopper could not make the purchase with the ebt they made it with my **** I informed customer service about the problem they refunded the ebt with the 76 dollars that should have went to my **** account leaving me not only with 76.00 overdraft but 35.00 extra in overdraft charges
Business Response
Date: 06/05/2025
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 apologize for the trouble and inconvenience you have experienced with payment of your order. That doesn’t sound like the experience that we want our customers to have.

As per checking on the transaction and as mentioned there is an extra charge on the backup card that supposed to be charged on EBT. We would like to apologize since there were a lot of possible reason why the backup card is getting charged. Some are discounts did not apply the reason why there where some adjustments. Also, modifications on the original order made, any differences between the price at checkout and the final order total will be charged to the additional payment card.

With the concern regarding the refund, since you were expecting it to be refunded on EBT card unfortunately we need to follow the policy. Due to rules and regulations set up by the USDA, the EBT card will be refunded first for EBT-eligible items before items are refunded to the additional payment method. Since, the refund was made per items, definitely it will follow the policy of refund for EBT transaction.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

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

Because the additional purchases were made with my back up **** card it is ridiculous that you would return it to an ebt card I am on disability and you basically just took the payment in the form you wanted it is not ok to just take peoples money unauthorized as per I did not authorize the use of my **** for fraudulent purposes from a company you use to do shopping and delivery and now I am just out of this money and expected to just eat the cost I will not be using this service or patronizing this business from now on and I will instruct my family and friends to do the same

Regards,

****** *****
Initial Complaint
Date:06/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction 4/23/2025
Total spent $37.66
Noticed the ********* dream BB fresh 140 deep sheer tint crem expired 08/2023
The Kroger location **** ********* *********** closed 1 week or so after purchase
I tried to return product to my nearby Kroger for an unexpired item but told it needs to be returned to the original store of purchase.

I emailed customer service and received the following response 5/9/2025:

Thanks for reaching out. I'm Carlo.

I am so sorry to hear that you received an expired BB cream in your in-store purchases. I understand how frustrating this must have been for you. Rest assured that this will be addressed accordingly. Can you tell them the expiration date of the items?

If you have any additional questions or concerns, please reply to this email and refer to case number ********.

And then another response 5/25/2025:

Thanks for reaching out. I'm Janelle.

We greatly appreciate you for waiting in our response and I apologize that you purchased expired B cream. Your satisfaction is important to us, and we strive to provide excellent customer service in a timely manner. Access to designated information is limited on our end. I am kindly advising you to coordinate with your local store customer service desk to better assist you.

Please take your receipt to the Customer Service Desk so that they may offer an adjustment or refund.

Last response 5/17/2025

Thanks for reaching out. I'm Kenneth.
Thank you for letting us know, and I apologize for the inconvenience you’ve experienced. I understand how frustrating it must be to be directed back to the original store for your return, especially after making the effort to visit your local store first.

Since the items are cosmetics, some stores do have specific return policies requiring them to be processed at the original location of purchase. However, I’ve gone ahead and escalated your concern to our customer care team to see if we can find an alternative solution for you.
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 want to sincerely apologize to our customer for the expired item. This does not reflect the standard of quality and care we strive to maintain and we regret any inconvenience this may have caused.

To express our regret for any frustration or inconvenience this may have caused, $10 credit successfully added to the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account.

Rest assured this concern forwarded to our internal management team to ensure that we are implementing the best practices so that all work correctly for our customers. We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

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

Regards,
Kroger
Customer Answer
Date: 06/06/2025
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:06/03/2025
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.
Background:

Membership Start Date: November 2023
Alternate ID Used: Phone number (as instructed during sign-up)
Total Expenditure: Thousands of dollars on groceries, fuel, gift cards, and household items
Despite diligently using my phone number as my alternate ID, I recently discovered that my account was never properly linked. Consequently, none of my purchases were credited, resulting in the loss of all accumulated rewards and benefits over nearly two years.

Customer Service Issues:

Disconnected Call: My initial call to Kroger customer service was abruptly disconnected by your empolyee.
Account Non-Existence: During a subsequent call, I was informed that the account couldn't be found with just my number any longer.
Unreasonable Documentation Request: I was asked to provide receipts for every transaction, an impractical request given the duration of my shopping history and the digital nature of the program.
Personal Impact:

As a military member, single parent, and individual managing mental health conditions, I chose Kroger over the military commissary based on the promises of rewards and community support. This experience has caused significant emotional distress, financial loss, and frustration.

Desired Resolution:

A thorough investigation into why my phone number is not linked and my account was not properly managed.
Compensation in the form of a $15,000 Kroger gift card to cover the value of lost rewards, time, and emotional distress.
A written apology from Kroger acknowledging the mishandling of my account.
A review of Kroger’s customer complaint process to improve future service.

Thank you for your attention to this matter. I look forward to your response and a fair resolution.
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. Please accept our sincerest apologies for the inconvenience you’ve experienced. We regret that customer call was disconnected — this is certainly not the level of service we aim to provide. We're also sorry that we were unable to locate the Boost membership using the phone number provided.

To assist us in resolving this matter promptly, could you please provide us with more information such as:
1. The email address customer used when signing up for your Boost membership
2. Customer loyalty card number (if available)
3. Delivery order number, if you have one

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 taking the time to share your concerns with us. 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

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The Kroger Company is NOT a BBB Accredited Business.