Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

  3100 Meridian Parke Drive Suite A Greenwood, IN 46142-9424

• 

  The Kroger Company

  1510 Covington Ave. Piqua, OH 45356

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:06/02/2025

  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 decided to join Kroger's Boost program several months ago because I learned that they now delivered to my rural area. I understand that it's a rural area; however, this service is listed just like anything else on the app, so I should expect the same service. At first, my deliveries were fine and I was overjoyed because I'm a single mother and it's convenient to be able to have my groceries delivered. Unfortunately. my last several orders have either not been delivered at the promised time, had to be cancelled because I needed the items immediately, or have timed out because no one could deliver them. I've had to spend time contacting all the different customer service options, talking to all these people, explaining all of this... And it's all a waste of time. Not only that, when they cancel them, it holds the charge for a week... Often holding me hostage to get groceries for my child. I hadn't ordered for a while and decided to try today and.... well... it was supposed to arrive between 12-2pm and it's now almost 4pm and it has not been assigned to a driver. So, I'm extremely doubtful I'll be getting my items. This is beyond frustrating, misleading, and bad business.

  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 would like to extend our sincerest apologies for the issues you experienced with customer delivery orders. We understand how frustrating it must have been to face delays and cancellations, especially when deliveries did not arrive as promised.
  
  Providing a reliable and timely service is something we take very seriously, and we are truly sorry that we fell short in meeting your expectations. Rest assured we have forwarded your comments and experience to our third-party delivery service provider, Instacart, so they can properly investigate and address the issues on their end. 
  
  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 have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  There is no resolution to make this better, only empty apologies and promises. They have made no effort to speak to me personally or in any way seek to understand more about the issue. 
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 06/06/2025

  Thank you for reaching out to 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 regret the inconvenience and frustration caused by the delays and cancellations you have experienced with Kroger’s Boost delivery service. We understand how important reliable grocery delivery is, especially for a single mother, and we deeply apologize for the disruptions you’ve faced.
  
  Providing a dependable and timely service is a priority for us, and we are truly sorry for falling short of your expectations. Please know that your feedback is valuable, and we take these concerns seriously.
  
  To ensure your concerns are properly addressed, we have forwarded your comments and experience to our third-party delivery service provider, Instacart, so they can conduct an investigation and take appropriate action. For immediate concerns regarding unfulfilled orders or refund delays, we recommend reaching out to Instacart’s customer support team directly at 1-888-246-7822 for further assistance.
  
  We are continuously working to improve the experience for our customers and ensure we provide the best possible service. Your feedback is highly valued, as our customers are at the heart of everything we do.
  
  Thank you for your patience and understanding. We appreciate the opportunity to address your concerns with the assistance of the BBB, and we look forward to serving you better in the future.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:06/02/2025

  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 May 19, 2025, I placed an online grocery order with Smith’s totaling $86.15. Without my consent, the store substituted my selected items with higher-priced replacements—specifically replacing a $20 cut of meat with a $60 cut and overcharging me for three pineapples when I only received one. My final charge was $134.63, nearly $50 more than I authorized.
  
  Despite providing proof of the unauthorized charge and multiple requests for a refund, the company has repeatedly refused to return the funds to my original payment method. They continue to offer store credit instead, which I did not agree to and do not accept. This is not a case of buyer’s remorse—this is an unauthorized transaction for which I never gave approval.
  
  I am requesting a full refund of the unauthorized $48.48 overcharge to my original payment method.

  Business Response

  Date: 06/03/2025

  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.
  
  I hope this email finds you well. We sincerely apologize for the recent inconvenience regarding the overcharges on your order. This is certainly not the experience we want for our valued customers.
  
  We understand the frustration you feel about the overcharges which is unexpected. We want to assist you with this and would like to resolve the issue as soon as possible. You've attached an order number ******************* but as per checking on the system it did not give us the order information. Can you please check the numbers again for us to be able to assist you further? 
   
  Thank you for your understanding and patience as we work to resolve this matter.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:05/31/2025

  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.

  On February 25, 2025, a Kroger Delivery truck accidentally ran over a Russian sage shrub on my property. I have sent them 8-10 emails and made half a dozen calls to the number they gave me, but nothing has ever been resolved with regards to replacing the shrub. It looks like I have no recourse. All they do is keep passing the buck to another customer service representative, and nothing happens. Can you please help me?

  Business Response

  Date: 06/01/2025

  Response to BBB
  
  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 we deeply regret any inconvenience this incident has caused you.
  
  A follow-up email has been sent to our internal management team to ensure that the property damaged concerns are addressed properly. We will provide customer with an update as soon as we receive further information. 
  
  Please know that ******** Claims Management Services, is the one handling the process from here on out. We have full confidence in their expertise and commitment to ensuring a fair and efficient resolution to their claim. Can contact ******** phone number ###-###-#### for assistance.  
  
  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: 06/01/2025

  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 has continually passed my complaint from one of their Consumer Response personnel on to a different one. I have copies of 10 emails that I have sent, and I’ve also made 3 calls to the phone number they gave me. The last supervisor I talked to, Queenie, told me Kroger has no timetable as to resolving their disputes/complaints. How can a company have no timetable for resolving a consumer complaint/dispute? This egregious behavior is unacceptable. Here is a list of Kroger people I’ve emailed that were supposed to help me with this issue: Mark, Jonalyn, Kenneth, Allan, Towanna, and Christian. I also have photos of the ruined Russian sage but I couldn’t upload them because apparently they’re too large digitally. I’d be happy to try sending them to someone else. The fact that Kroger is using a third party for the resolution reflects they really had no intentions of ever resolving this with me. They just expected me to give up. For all the time and energy I’ve spent they should at least give me a $200 gift card to a local nursery. Their ethics are awful.

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

  Business Response

  Date: 06/02/2025

  Response To BBB
  
  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. A follow up email has already sent Last June 1, 2025, to our internal management team to ensure that the property damaged concerns are addressed properly. 
  
  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. 
  
  Regarding of the request of the customer for the $200 gift card to a local nursery we will note on this and add to the case that has been escalated to our internal management team. 
  
  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: 06/02/2025

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

  
  Kroger’s response explicitly states they have taken my response and “escalated to our internal management team.” Kroger representatives have stated the same thing to me for 3 months. Let’s be serious, they are “kicking the can down the road” hoping I will capitulate. BBB, please be more assertive and help me. They have no intentions of ever of resolving this. They want to drag this out.
  

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

  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 understand the importance of a prompt resolution and we deeply regret any inconvenience this incident has caused you.
  
  We apologize for the length of time it has taken to fix the issue and are in constant communication with the relevant department about it. Please have faith that we are investigating every aspect of the problem to guarantee that we are giving the customer the best solution. 
  
  Please know that ******** Claims Management Services, is the one handling the process from here on out. We have full confidence in their expertise and commitment to ensuring a fair and efficient resolution to their claim. Can contact ******** phone number ###-###-#### for assistance.  
  
  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: 06/10/2025

  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.

  
  

  
  

  To Whom It May Concern:

   

  The unfortunate and unintentional destruction of my property occurred on February 25th. If I had not contacted the BBB,  Kroger would have continued to ignore me as they passed me from one customer representative to another hoping that I would eventually capitulate. Now they passed it on to a third person/party to resolve the situation. This is so unethical and egregious. As a retired teacher, it is so sad to see a business treat a loyal customer in such a disrespectful manner. Your employee made an honest mistake yet you, Kroger, continue to assume no responsibility. This should have been resolved months ago and I now I sincerely believe a gift card for $200 to a local nursery is fair compensation. Kroger, show some class and responsibility.
  
  
  
  
  Regards,
  
  
  
  **** *********

   

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday, May 28 around 8 pm, I went inside the Kroger store located at ***** ******* **** ********** ** *****. So I went up to the cashier lane to pay for them. There was a female Caucasian clerk with blonde hair by the name of Janet. See attached receipt. She didn't greet me at all. She bagged up my groceries, but didn't give me the bag. I couldn't reach it because she had the bag close to her. I had difficulty reaching for the bag because of my disability. I asked if I could have my bag. She said its right here. You can reach for it yourself. I said you are being unprofessional because I paid for those items. She helped the customer before me bag up his groceries and handed them to him. I told her I'm telling the manager. She said go ahead because you are always complaining. She brought up that I complained about her last week.
  
  But it was obvious she was holding a grudge against me. Then she started yelling at me in front of everyone that I was the one that got her in trouble and that I'm always complaining. So I went to get the store director but I was informed that he was supposedly gone. So I asked for at least a manager but the male security guard and the male clerk by the front refused to get her . So I asked the female clerk Dakela. She was the only one that cared to call the manager and she witnessed what Janet said to me. So the store manager Amber Nicole around 8:20 pm came out to speak with me. I told her that I wanted a refund for $8.61. So she went up to Dakela’s register and told her to refund the items. I asked Dakela if she could tell the manager what Janet said to me. Dakela admitted that she heard Janet yelling at me by saying that I complained too much and that got her in trouble last week. She also told Amber that she saw Janet refusing to give me my bag of items that I purchased. After Dakela informed Amber of that, Amber indicated that wasn't acceptable & would address it. So when I left & called my bank, they indicated nothing was refunded

  Business Response

  Date: 05/31/2025

  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 sincerely sorry for what the customer experienced in their store visit at Kroger *********. This is not what we want them to feel when they shop with us. We will make sure that proper investigation will take place on this matter.
  
  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.
  
  Also, we would like to ask for the loyalty card number or shopper's card that the customer used to record their transaction. 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: 06/03/2025

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

  Tory, the store manager called me  on Saturday May 31 to apologizes and indicated she reviewed the video that proves that the cashier Janet refused to give me my bag of paid groceries. 
  She said that's being investigated and this week she would call me and email to discuss the outcome of the investigation. So I'm waiting for her to follow up about that this week before I accept. 
  But I also would like to speak with the regional manger about this because this has been ongoing with that specific casher Janet and the store itself. 
  The store manager indicated that the Regional Manager is not aware of it, but should be. I would for him to reach out to me as well because of this being ongoing with the store staff there. 
  

  
  

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

  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 sincerely apologize for the situation you encountered at our *********, ** store, and we appreciate you bringing this to our attention.
  We are deeply sorry for the interaction you had with our associate and the difficulty you faced receiving your purchased items. We want every customer to feel valued and respected, and it is concerning to hear about this experience. This is certainly not the level of service we aim to provide to our valued customers.
  
  Additionally, we understand that you were expecting a refund of $8.61, but your bank indicated that it has not been processed. 
  
  For further assistance, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:
  
  Loyalty card number
  Alternate ID
  Phone number
  Email address associated with your Kroger account
  Sales receipt, or the order number
  
  Once we have this information, we will be reviewing this matter and will provide an update as soon as possible. 
  
  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: 06/09/2025

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

  I also received 2 follow up phone calls from the Store Manager Tara and she indicated that she reviewed the store vide and spoke with staff. She saw that the Cashier Janet refused to give me my bag of groceries that I paid for and she apologized for the way I was treated. She said that ow that it's up to Human Recourses if they decide to let her go. She also said hat Janet belongs to a union too. 

  She also said that she spoke with the Security Guard supervisor from ***** for the ways he walked away from the scene and not doing anything about it. She also address the on duty manager who didn't handle it at all. 

  That Tara needs to be promoted to Regional Manager and the African American female Cashier who was honest enough to say that she witnessed Janet yelling at me and not giving me by bag of groceries that I paid for.
  
  
  
  Regards,
  
  
  
  ****** ****
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  I purchased a supplement product from Vitacost.com, a subsidiary of Kroger Co, in late February called ******* ********* *******. I just opened the bottle and read the ingredients on the back of the label. There are nine ingredients listed on the website for this product, but the bottle I received only lists two, and neither of those were of particular interest to me. In other words Vitacost sent me a product which I did not purchase. I asked them to replace the product with the one I had purchased but they refused because 60 days had elapsed since the purchase. That would be understandable if I were simply unhappy with the product, but this was a case where the product delivered was not what I ordered. Additionally there are reviews on their website citing the same issue that I have, and the frustration with trying to get the company to rectify their miscue.
  
  It would have been simple for them just to replace the product with the one that I actually purchased. As it stands now I want to report this issue to you as I question their business ethics.

  Business Response

  Date: 05/27/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize for the inconvenience caused by the recent issue with our product and the initial delay in processing the refund. We understand the importance of a prompt resolution and apologize for any inconvenience this may have caused.
   
  While your refund was not approved at first, we understand your concern and immediately coordinated the matter with our internal management team. We’re glad to inform you that your refund has now been successfully submitted and will reflect in your account within 3–5 business days, depending on your bank’s processing time.
   
  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 again for giving us the opportunity to make things right. We look forward to continuing to serve you in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 05/27/2025

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

• Initial Complaint

  Date:05/27/2025

  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 delivery order Friday which was delivered incorrectly by *********, I reached out via chat and the agent confirmed with ********* it was delivered wrong. I was given a $20 inconvenience credit and was told my refund was being processed. I never received any confirmation which lead me to contact again. I was told by the next agent that a refund request was sent over and it could take 2-10 days for it to be refunded. In which caused me to be a little upset because this was an almost $200 order. This agent gave me a $30 credit so I've had to get by on $50 total dollars not including delivery fees and tip to feed myself and 3 kids who are now on summer break so food is going quickly around here now here we are Monday a holiday and I reached out to see if something could be done. I need groceries! They tell me there's nothing they can do the refund request was sent over and I need to wait. I can't wait I need to feed my children! I ask to speak to a supervisor who was completely useless, had no intention of making it right and when I ask to be transferred to a survey he refused to transfer me I waited on the line for 10 minutes and he ended up transferring me to ********* customer service.
  
  It's already hard out here food is extremely expensive right now and I something that was not even my fault is being taken out on me It did not take them 2-10 days to take my money and they tried to make it right with a $50 credit which now I feel like was a slap in the face because if delivered correctly my kids would be able to eat today. I've worked in online customer service for 16 years and how they run things at in their online department is not consumer friendly what so ever.

  Business Response

  Date: 05/29/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are deeply sorry for the inconvenience when the customer did not receive their online order *******************. We are doing our best to provide good service to our valued customers. After carefully checking, it appears that the refund worth $197.04 has been completed on May 28, 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 the customer will want to check with their state agency to see when their funds are scheduled to be loaded next.
  
  The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds will be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders. 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.
  
  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:05/26/2025

  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.

  ****** ******** ** ******* ** ****** ***** ** ***** May 26, 2025
  
  Kroger Customer Service Attn: Executive Office 1014 Vine Street Cincinnati, OH ***02
  
  RE: Cancelled Order #********************, Case #********
  
  Dear Kroger,
  
  I am furious about the cancellation of my grocery delivery order #********************, placed on May 24, 2025, for delivery between 8:45 PM and 10:47 PM. The $50.29 order, paid with my last funds, was to last me through the Memorial Day weekend until May 29. At 10:05 PM, I got a text claiming, “The store is closed I’m contacting customer service to reschedule,” despite the store being open until 11:00 PM. At 10:10 PM, another text said, “James S just started shopping.” No groceries were delivered, no rescheduling occurred, and $50.29 was debited, leaving me without food or funds.
  
  Customer service offered a $30 credit, falsely claiming it could cover delivery fees. It didn’t, rendering it useless. This follows prior issues: wrong-address deliveries and a Christmas driver shopping for themselves on my dime. ****** posts ********* *******; ****** *******) cite similar Kroger delivery failures, delayed refunds, and inadequate credits.
  
  Kroger’s false claim about store closure and non-delivery violate the ******** Deceptive Trade Practices Act (***. Code Ann. § ********(a)(1); State ex rel. ****** v. * * * **** **., *** **** *** (1999)) and the Fair Credit Billing Act (15 U.S.C. § 1666; ******** ******* *** v. *******, *** U.S. 233 (1981)). I demand: (1) a full $50.29 cash refund, (2) $200 compensation for hardship, and (3) an apology for the deceptive texts and poor service. If unresolved within 30 days, I’ll organize complainants for a lawsuit over Kroger’s systemic delivery and refund failures.
  
  Respond by June 25, 2025, to the address above.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/27/2025

  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.
  
  I hope this email finds you well. We sincerely apologize for the recent inconvenience regarding your cancelled Instacart Order. This is certainly not the experience we want for our valued customers.
  
  We understand the frustration that you really needed your order but unfortunately, was not delivered. We verified that no charges were applied on your account. For pre-authorization charge this should be coordinated with your bank, and we do not have a hold when they will release it. As per checking, yes $30 credit has been added to your account. You mentioned that you can't use it. May we request detailed information how are the credit cannot be applied on your order? Screenshot or process on how are you trying to place ng order would be very helpful. 
  
  Thank you for your understanding and patience as we work to resolve this matter.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:05/24/2025

  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.

  Krogers won't let me add a new credit card. There is nothing wrong with the card nor with the data entered. I have spent 3 weeks trying to resolve the problem, I have called, did an online chat and sent emails. The message I am getting is invalid first name. I checked with my bank. At first they said they had no record of denying my card. Today when I tried they said my CVV code was submitted incorrect.. I have used this card with many companies with no problems. I just added it to another account with no problem. On my online chat their answer was they could help me with my fuel points. Not what I asked. I wonder if your robot was calling a wrong number so I sent them the correct number. I received no response. Today i did another chat and was told to call ###-###-####. Their answer was use another card. The card I am using is going to expire and then this new card will be the only one I have. I have been a customer for 40 years. If it was not for your Carbmaster Yogurt I would never go to your store again

  Business Response

  Date: 05/26/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our apologies for the inconvenience you've experienced while trying to add a new payment card to our online platform.
  
  To better understand and resolve the problem, we kindly request to customer to try again adding their payment card again. If continue to encounter any difficulties again, we would greatly appreciate it they could provide us with a screenshot of the error message or code. Once we have the information we will be escalating the issue to our Technical Support Team.  This information will be extremely helpful in identifying the root cause and taking appropriate action to address this issue
  
  We truly value your understanding and we look forward to hearing from you soon
  
  Thank you for your understanding and patience in this matter. and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 06/02/2025

  I tried twice to add my card and got the same response:  Please enter a valid first name.  The name on my credit card is ****** * *****.  I tried once with my middle initial and one without. I got the same message.  I don't know who generated that message but they are in error.  I question whether or not they sent it to ***** Bank.  It doses not sound like a response a bank would give. I have added this card recently to 2 other companies with no problem.  A recent order form Krogers shows ****** *****.  You have a software problem that needs correcting.  The last person i talked to said to get a new card.  WRONG!   I have used this card with many Companies and you are the only one that won't accept it.

  Business Response

  Date: 06/02/2025

  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 are sorry about the technical issues that the customer experiencing. We want our customers to always have an easy and pleasant experience. We are communicating the issue to our technical team, and we need more information for further investigation, Can qwe request to the customer to provide the following information:
  
  -when are they adding their payment card are they using Mobile app or Banner website?
  -Date and time of the last time they tried to add their payment card on their account 
  -screenshot of the error they are getting when they add their payment card.
  
  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: 06/04/2025

  
  i don't know how to send a screen shot so I am mailing copies of the screens where I entered data and submitted it.  I go to Krogers online, sign in to my account, select Wallet and add my credit card data.
  
  

  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. We are sorry about the technical issues that the customer experiencing. We want our customers to always have an easy and pleasant experience. Upon checking on the issue, we need more information from the customer to help out technical team to resolve the issue. Can we please once again request the customer to provide the needed information below for further investigation:
  
  -when are they adding their payment card are they using Mobile app or Banner website?
  -Date and time of the last time they tried to add their payment card on their account 
  -screenshot of the error they are getting when they add their payment card.
  
  We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 08/19/2025

  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.

  
  

  
  

  I mailed this information to Kroger on June 3.  I just tried again and the message was contact your card issuer.  This is ***** Bank.  I called them and they have not received any request from Krogers.  They assured me that nothing in wrong with my card.  Krogers is not sending the request to *****.  Their phone number is ###-###-####.
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 08/20/2025

  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 customer had problems in adding their credit card as payment method for an placing an order online. We are working hard to improve our service for our valued customers. As per checking, we can see that the customer was able to add a payment method and had a completed delivery order on August 15, 2025.
  
  We would like to inform the customer that getting that error message in adding their payment method is also us sending request to banks of their credit or debit card. We are unable to communicate with them, and the customers will need to do that if this happens to them again.
  
  We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.
  
  Regards,
  
  Kroger Co.
  
  
  

  Customer Answer

  Date: 08/28/2025

  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 got a call saying I would be receiving a response from Krogers - I have not received anything.  Will it be and email or lettet?
  
  I mailed this information to you on June 3.  I just tried again and the message was contact your card issuer.  This is ***** Bank.  I called them and they have not received any request from Krogers.  They assured me that nothing in wrong with my card.  Krogers is not sending the request to *****.  Their phone number is ###-###-####.
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 08/30/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand how frustrating this can be and appreciate the patience of our customer. 
  
  Upon checking we could see customer has successfully placed an online order. If that is not the card they are referring to we kindly request to try adding the card again. If the issue persists, please send us the latest error message they received. A screenshot of the error would be especially helpful.
  
  Once we receive this information, we will forward it to our technical support team for further investigation. We will keep customer updated and provide a resolution as soon as we have more details.
  
  We appreciate the cooperation and understanding. We look forward to receiving response from our customer at their earliest convenience 
  
  Regards,
  Kroger

  Customer Answer

  Date: 09/05/2025

  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.

  
  

  
  
   I still have received nothing.  If they have sent anything where are they sending it.
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 09/06/2025

  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 while trying to add your new credit card to your Kroger account.
  We understand how important it is for our systems to work seamlessly—especially when it comes to payment methods. Your detailed feedback has helped us better understand the issue, and we want to acknowledge the multiple efforts you've made to resolve it through chat, phone, and email. It’s clear that our responses did not meet your expectations, and for that, we are truly sorry.
  
  After reviewing your inquiry, we would like to share the steps we are taking to assist you:
  
  Recommended Troubleshooting Steps:
  Please ensure that your name and billing address exactly match the information on file with your bank.
  Clear your browser’s cache, or attempt the transaction using a different browser or device.
  Verify that the CVV code and expiration date have been entered correctly.
  Avoid using autofill features—manually input all card details.
  If you have been using the Kroger website, consider trying the Kroger app instead, or vice versa.
  
  Upon reviewing your account, we can confirm that a recent online order was successfully processed. If the card used for that transaction is not the one in question, we kindly ask that you attempt to add the intended card again. Should you have access to an alternative card, we recommend using it temporarily to avoid any disruption in service. We understand this may be inconvenient, particularly with your current card nearing expiration, and we are committed to resolving the matter promptly.
  
  If the issue persists, we kindly request that you provide the exact error message you are receiving. A screenshot of the error would be especially helpful in facilitating a thorough diagnosis.
  
  Once we receive this information, we will escalate the matter to our technical support team for further investigation. We will keep you informed throughout the process and aim to provide a resolution as swiftly as possible.
  
  We also appreciate your feedback regarding your experience—it plays a vital role in helping us improve both our customer service training and chatbot interactions.
  
  We value your continued patronage and look forward to serving you with the quality and care you deserve. And yes, we’re delighted to hear that Curbmaster Yogurt remains a favorite—we’ll do our best to ensure your next visit is even more rewarding.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:05/24/2025

  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.

  May 24 2024
  
  I placed an order through the Kroger app for groceries to be delivered for May 24th 2025 between 12:00 and 1:00 p.m. the orders for $95.15. Our order never came and I had called the Kroger clicklist customer service and at first they told me that there was an issue with the driver trying to get around roadblocks within the city. I had to go run errands and learn that this is not the case, and I was told by customer service and then we would expect our delivery between 6:00 and 6:30. Then I had to talk to the supervisor because of the circumstance and they apologize but said that now there's another delay between 7:00 and 7:30 p.m. they didn't offer any appeasements or offer any kind of sincere apology and just advise me
  The supervisor named Devon was unsympathetic and rude. I had to negotiate getting a $10 credit back to my account. I understand that this is a holiday weekend, butI placed our order in plenty of time to receive the next day!!

  Business Response

  Date: 05/27/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincere apologies for the delayed delivery order. We understand how important timely deliveries are, and we regret any inconvenience this may have caused.
  
  The delay was due to unexpected traffic congestion and ongoing road work in the area, which impacted our delivery schedule. Please rest assured that this issue will be communicated to our Kroger delivery team to help prevent such occurrences in the future. As a token of our apology, we’ve added a $10 credit to your account, which you can use on your next purchase.
  
  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. 
  
  Regards,
  Kroger

  Customer Answer

  Date: 05/27/2025

  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 gave me me different reasons why our order was late. First they said due to road closures, then they said something happened in their Fullfillment Center.  The store us about ten minutes away from us. They fill orders from that store. I want at least a partial refund for our groceries due to this situation.

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

  Business Response

  Date: 05/30/2025

  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 customer received their order the next day instead of their scheduled time. We are doing our best to provide good service to our customers. As per the notes from the dispatch team, the order was late due to traffic and road work taking place. We understand that having it ordered on their preferred time is important and we apologized that this happened to them. Before this escalation through BBB, the concern has been escalated to the dispatch team for review.
  
  Upon checking, the customer was already given total of $20 for this concern. However, a refund is something we can't do for half the order they received the whole order. 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: 06/03/2025

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

  
  

  
  

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

  Customer Answer

  Date: 06/03/2025

  I'm not happy with Kroger's response. The information given is really correct. I drove through our city and there were no road blocks. They fill groceries from our local store. I know this because I see employees doing so. They told me there was first a delay with roads closed and then Fullfillment issues. 

• Initial Complaint

  Date:05/24/2025

  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.

  kroger has been overcharging for weighted items, especially chicken on their delivery orders. they almost never correct the estimated weights to match what customers actually receive.
  this week, I discovered that kroger is placing fraudulent labels indicating higher weights on chicken packaging. I have been auditing

  Business Response

  Date: 05/25/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We apologize for the issues the customer experienced in their order *******************. We are doing our best to provided good service to our customers. As per reviewing the photo they sent and on what they received, they were charged lesser than what shows in the photo with the weight of 4.71 lbs. which they charged of $13.09. 
  
  For further issues, we advised they provide the expected amount per pound for the chicken and the supposed weight of the item based on the price they were charged off. Also, before this escalation was submitted and received, we can see that contacts were made by the customer with cases ******** and ******** which gave them two refunds on the chicken.
  
  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: 05/25/2025

  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.

  
  

  third overcharge issue has been ongoing for nearly a year and this Friday i discovered that kroger is deliberately printing a second [fraudulent] label with a higher weight and putting on the original pkg UPC. they are using this fraudulent label to charge the final price, knowing the weights do not match, deliberately and willfully de-frauding the customer. I have at least 6 months of documentation of these overcharges, as well as reaching out dozens of times to Kroger Customer Care and requesting not only a refund, but escalation of this issue. 

  Given these facts & evidence it has become apparent that the level of fraud I noticed was only the tip of it. i have no confidence that any of my previous purchases or orders were billed correctly and it is thoroughly documented that they do not charge properly for ANY of their weighted items. 

  for these reasons I am asking for compensation over and above a simple refund of the overcharged amounts, due to Krogers deliberate & willful demonstration of fraud & negligence. for the dozens of hours spent on the phone, additional hours auditing my receipts & orders, plus punitive damages. 
  
  
  
  
  Regards,
  
  
  
  ***** ****