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

  3483 Towne Blvd Franklin, OH 45005

• 

  The Kroger Company

  6020 Chambersburg Rd Huber Heights, OH 45424

• 

  The Kroger Company

  2730 E Main St Springfield, OH 45503

• 

  The Kroger Company

  1125 W State Boulevard Suite 1 Fort Wayne, IN 46808-3186

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:09/08/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to formally report a troubling experience at the Kroger located at ******* ***** on 9/6/25, and to request a refund of the $10 bouquet arrangement fee. I was assisted by an employee named T****** while selecting flowers. Contrary to other Kroger locations and competitors such as Whole Foods, she imposed a $10 charge for arranging the bouquet—an unexpected and unnecessary fee.
  
  Beyond the charge, T******’s conduct was unprofessional. She did not greet me, smile, exchange pleasantries, or demonstrate basic customer courtesy. The final bouquet was underwhelming and did not justify the additional charge. Moreover, she insisted I pay immediately without asking if I had additional shopping, giving an impression of distrust. As an African American female customer, this abrupt treatment raises concerns regarding fairness and possible bias.
  
  I made multiple attempts to reach a store manager, but due to extended hold times and busy signals, I was unable to escalate the matter directly.
  
  This experience reflects poorly on Kroger’s commitment to customer service. I am requesting a full refund of the \$10 fee and urge Kroger to review staff conduct and bouquet service policies to ensure professional, courteous, and equitable treatment of all customers. Prompt resolution will demonstrate Kroger’s accountability and dedication to high service standards.
  
  Thank you for your attention to this matter. I expect a timely response and resolution regarding the refund.

  Business Response

  Date: 09/08/2025

  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 customer. Your feedback has been forwarded to our internal management teams for review. This process may take some time as we work to implement the best solutions to ensure our programs function correctly for all customers. Once the review is complete, we will share the findings and any necessary actions promptly.  
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your input in helping us evaluate and improve our services.
  
  
  Regards,
  Kroger Co.

  Business Response

  Date: 09/10/2025

  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 a bad experience from their purchase of flowers. We are working hard to improve our services. Please know that their concern has been escalated to the internal management for review. While we want to assist the customer on getting a refund on the extra charges, since this is an in-store purchase, we do not have a way to refund it back to their original payment method and we can only provide store credits for it.
  
  A $10 store credit has been added on the customer's shopper's card ending in 6836. Please see following information on how they can use it,
  
  •Kroger Delivery- Automatically applies in the order.
  •Instacart Delivery- For Instacart, the customer will need to message the shopper and let them know they would like to use their credit on the order. 
  •Pick up order- Automatically applies in the order.
  •In store- Scan your card or enter your ALT ID and the credits will apply on your purchase
  
  We sincerely apologize for any inconvenience this has caused them. Please accept our apologies for any inconvenience this may have caused, as we continue to uphold our policies with the intention of ensuring fairness and consistency for all our valued customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  
  Regards,
  
  Kroger Co.
  
  
  

  Customer Answer

  Date: 09/11/2025

  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,
  
  
  
  T****** W
  

• Initial Complaint

  Date:09/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've purchased a bunch of items and have been a loyal Kroger customer, still am. Even have the credit card. I've purchased alot of cash back items and have never gotten the cash back. It has happened a bunch, probably to the tune of $50 or more. There customer service is terrible and call center seems to be based in *****. They are terrible and help with nothing. They happen to lose your incident frequently and hang up on you when they know you mean business.

  Business Response

  Date: 09/09/2025

   

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand the importance of a prompt resolution and we greatly appreciate the   patience and understanding as we work diligently to ensure that this issue is properly addresses.
  
  Please be informed that we have forwarded a follow-up email to our internal management team to expedite the resolution process. Currently, we are awaiting their response. Rest assured, we will provide customer with an update as soon as we receive any information from them.
  
  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

  Business Response

  Date: 09/11/2025

  Thank you for contacting the Kroger Executive Office. We acknowledge receipt of your concern submitted through the Better Business Bureau and appreciate the opportunity to address this matter with their assistance.
  
  We recognize the importance of a timely and thorough resolution, and we sincerely appreciate your patience and understanding as we work diligently to ensure this issue is properly addressed.
  
  We are grateful for your continued loyalty as a Kroger customer and credit card holder, and we regret the difficulties you’ve experienced regarding missing cash back rewards. We understand how disappointing it can be not to receive the benefits you’ve earned through qualifying purchases. Additionally, we are concerned by your feedback regarding prior customer service interactions and extend our sincere apologies for any inconvenience or dissatisfaction caused.
  
  Please be advised that we have escalated your case to our internal management team to expedite the review process. At present, we are awaiting their response. Once we receive further information, we will promptly provide you with an update. Our team is committed to verifying your eligible transactions and ensuring that any outstanding cash back is accurately credited. Should additional details be required, we may reach out to you directly to assist in the investigation.
  
  We want to assure you that your concerns are being taken seriously, and we remain committed to resolving this matter to your satisfaction. Your feedback is invaluable to us, and we continuously strive to enhance the customer experience.
  
  Thank you once again for your continued support and for bringing this matter to our attention.
  
  Regards,
  
  Kroger

  Customer Answer

  Date: 09/11/2025

  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 hope they follow through this time.
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

• Initial Complaint

  Date:09/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed an online order and came to $208 with all the savings and whatnot. That’s fine and then the next day I got charged more and the total went up to $372 all of a sudden and made me overdraft my bank account. I feel like I got taken advantage of and I have called customer service twice two different people with 2 different answers one saying it’s because I received the order from a store other than the one I requested and the other answer telling me that it’s a estimated cost. I am highly upset about this and they offered me $30 credit I don’t want that I want my money I was overcharged and need back.

  Business Response

  Date: 09/05/2025

  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.
  
  We sincerely apologize regarding the unsatisfactory experience reading of the final charges on delivery order of the customer. Upon checking on the transaction, the total amount is 372.45 and only $71.48 coupon has been applied on the transaction. may we ask the customer to send the screenshot regarding of the total bill they had when they place the delivery order for further checking. Please take note that the final bill may increasing if some of the digital coupons do not qualify to the transaction. 
  
  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: 09/05/2025

  Better Business Bureau:
  Here is a picture of the final receipt that was given to me the day of the transaction and the next day extra money was added onto the total and taken from my card. I had a coupon for 40 percent off which I used. But then all of a sudden I get charged extra it don’t make no sense

• Initial Complaint

  Date:09/03/2025

  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.

  We had to switch to Kroger pharmacy because **** *** shutdown and NEVER had any problems getting medicine refills until we switched about a year ago. EVERYTIME I try and refill my prescriptions on the day they are due, and EVERYIME kroger will tell me they WILL be refilled, and when I go to pick them up a day after they tell me they will be ready they NEVER ARE READY or they will tell me there aren't any refills left, but low and behold after they tell me that, I will get a notification on my phone the same day that they are ready for pickup... "IMAGINE THAT!!! " Kroger is always trying to say it is there automated system that is wrong not the people working in the pharmacy.. I have heard so many complaints about Kroger pharmacy even from my doctor's office, and very well could cause people to do things to these people in this pharmacy that could very well make National News if something isn't done about this so called business. I honestly believe now I know why people get a little CRAZY and start shooting things up and killing people!!! This pharmacy should not be in business and I can guarantee you all that I am not the only one that feels this way. Also hope you can do something about this pharmacy before someone else does!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Kroger pharmacy in ***** ******* **** is the biggest joke of a pharmacy I have ever dealt with and should not be in business at ALL.. I know I am not alone on this complaint...Thank You God Bless... **** ******.

  Business Response

  Date: 09/05/2025

  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 that the customer had on our pharmacy in ***** ******* ****   and that is certainly not what we wanted for our valued customers. Rest assured that the issue was already escalated with the relative department for proper handling of the concern. 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.

• Initial Complaint

  Date:09/03/2025

  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.

  The issue first began this past July with my wife's online Kroger account trying to place a grocery order where she received error codes (RV32937 and RV9547) and was unable to order. When she reached out via phone to customer service she was wrongfully informed that Kroger no longer services the state of *******. After being told that she deleted her account. A few days later we actually see Kroger delivering to our neighbors...?? So I specifically went and asked the driver will service/ordering be ending. He smirked and said why would you ask that we haven't stopped accepting order delivery someone gave your wife the wrong information. I then logged in and registered an account under my name to see if placing an order differently would work, but it did not and gave me the same error codes. So I reached out via phone, talked For over a week’s time, 2 days on the phone with 4 customer service reps for over 2 hours to be told to have to send an email to Kroger’s online fraud email…???? Now after calling on both Thursday 8/ 21 and Friday 8/22 and got ABSOLUTELY NOWHERE, we send the email - 2 of them and Kroger has NEVER responded!!
  
  I know I shouldn't give Kroger one cent of my money or my time after the lack of service, lack of professionalism and audacity to categorize my account with fraud I am due resolution especially when this is at no fault of mine. ******* ******
  ******************
  **********
  2nd Kroger Case ******** I don't have the case # from my wife's concern.

  Business Response

  Date: 09/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the concern regarding a potential issue with the customer's account, and we want our customer to have a seamless and enjoyable shopping experience, and we regret that we fell short of meeting their expectations in this instance.
  
  After careful review of the customer's account activity, it has been observed that there have been multiple accounts created under the customer's information. This triggered our system’s security protocols, resulting in temporary restrictions that prevented order placement.
  
  We understand this may be disappointing and truly regret any disruption this may have caused. We appreciate your understanding and cooperation.
  
  We value your business and want to ensure that you have a positive experience with our products/services. We are here to assist you in any way we can and appreciate your understanding of our policies.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:09/03/2025

  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 made an online order August 29th for groceries from Kroger with a total of $61.73 that went through. I later noticed a pending charge of $53.61 which I did not authorize and has no reason to be held as the original order had already been completed by this time. I called both Kroger and ******* both of which said it should be 3-5 days and I could dispute the charge. It is now Wednesday, September 3rd and the charge is still pending. I called Kroger, they told me they could not drop the charge but since it had been over five days they could "give me a code to give to my bank" so they could "drop the charge" this sounded odd, I called ******* and they once again, told me they could not do anything until the business processed the charge.

  Business Response

  Date: 09/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand how unsettling unexpected charges can be and truly regret any inconvenience this may have caused. Customer trust is important to us, and we’re committed to ensuring their experience is smooth and transparent.
  
  Upon review, the first amount receives at checkout is an estimated total cost of the order and is a "pre-authorization" hold on the account. Once the order is complete and the final order is processed through our systems the correct amount will be charged to the account. This temporary hold is a standard banking practice used to verify account details and ensure funds are available. It will automatically be released within 3–5 business days, depending on their bank’s processing time. Please note that we are unable to expedite the release of these funds on our end. We kindly recommend contacting your bank or card issuer directly for further assistance in releasing the hold. For customer reference, the authorization code is ******, which can provide to their bank if they wish to inquire further or expedite the release.
  
  Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.
  
  Regards,
  Kroger

• Initial Complaint

  Date:09/03/2025

  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 received a baseless fraudulent unauthorized charge for $18.45 from marianos on my ********** account. I have not ordered lately and looking at my past orders this charge doesn't line up with any of my past orders. I want a refund and the person behind this charge arrested.

  Business Response

  Date: 09/04/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  We sincerely apologize regarding the unauthorized charge for $18.45 from Mariano's Store on customer ********** account. For further investigation and process the refund request may we request for more information of the charges? Can you please ask the customer for the following details
  
  -Date and time of the transaction 
  -Order number of the charged
  -Loyalty card number 
  
   
  We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:09/02/2025

  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 September 1, 2025, I placed a pick-up order scheduled for September 2, 2025, between 4:00 p.m. and 5:00 p.m. at your Main Street location in ********* ****. My order included ten (10) 12-packs of soda that were advertised on promotion as buy 2, get 3 free.
  At the time of fulfillment, one of the 12-packs was out of stock and I requested a Pepsi substitute. I ordered a mixed assortment: 1 regular Sprite, 1 Sprite Zero Sugar, 1 7UP, 1 Cherry Pepsi, 2 regular Pepsi, 1 Mountain Dew, 1 Root Beer, 1 Coca-Cola, and 1 red creme soda which was replaced with 1 Pepsi Zero Sugar.
  After picking up the order, I discovered a serious billing error: the full cost of the order was deducted from my EBT card and an additional $21.98 was charged to my personal credit card—without my knowledge or consent. The only charge that should have been applied to my bank card was the $1 authorization hold. I contacted customer service and they wanted to refund to my EBT. Your company overcharged my bank credit card. I want my funds back on my credit card ending in ****.
  
  This constitutes an overcharge, and I am requesting an immediate refund of $21.98 back to my credit card.
  
  Please confirm once this refund has been issued.
  
  Sincerely,
  ***** *******
  
  I wonder how many people actually look to see they've been getting overcharged on pick-up orders

  Business Response

  Date: 09/04/2025

  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 truly value your patience and the detailed information you provided regarding your recent pick-up order. We understand how important it is for every transaction to be handled accurately and respectfully, and we regret any inconvenience this issue may have caused.
  
  This is to confirm that your refund of $21.98 for two items has been successfully processed on Tuesday, September 2, 2025, at 5:10 PM EDT.
  Please note that while Kroger typically processes SNAP/EBT refunds promptly, the timing of when funds are returned to your card depends on your state’s EBT agency and its partnership with financial institutions.
  
  For most EBT customers, refunds are not credited directly back to the card. Instead, the funds are routed through the state agency responsible for managing EBT benefits, which then reloads the amount based on its scheduled disbursement dates. In some states, this process may take as little as 5 business days, while others may require 10 business days or more.
  We recommend reaching out to your state’s EBT agency for specific timing details. Once the refund is fully processed, you will receive an email confirmation.
  
  Thank you again for bringing this to our attention. We appreciate your continued trust and support, and we remain committed to ensuring your shopping experience is smooth and satisfactory.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 09/04/2025

  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 am writing to formally dispute an unauthorized charge on my bank account. Your company charged my bank account $21.98 without my authorization. I had only authorized a charge of approximately $60 on my EBT card.
  According to your customer service representative, the charge was related to a 12 pk of soda being out of stock. Which I made a substitution for: I still ordered and received ten 12-packs of soda, one of which was out of stock, and I substituted it with a zero-sugar Pepsi. The total order remained 10 12-packs, as originally intended. There is no reason for your company to take $21.98 from my bank account.
  This action constitutes an overcharge and unauthorized access to my funds. I request that the $21.98 be immediately refunded to the account from which it was taken.
  Please be advised that I have a recorded call with your customer service representative confirming this issue, and I will be filing a report of fraudulent activity with my bank if this matter is not resolved promptly.
  I expect a resolution within [reasonable timeframe, e.g., 5 business days] and confirmation of the refund in writing.
  Thank you for your immediate attention to this matter.
  

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

  My EBT card was not the card that was overcharged.  My banking account which was only authorized for a $1 hold was overcharged. Replace the overcharged funds back to the account from which it was taken. 

  Business Response

  Date: 09/05/2025

  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. 
  
  Upon checking the refund request was already process amounting of $21.98 for two items last September 2, 2025, at 5:10 PM EDT. Please note 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. Kroger typically processes SNAP/EBT refunds promptly, the timing of when funds are returned to your card depends on your state’s EBT agency and its partnership with financial institutions.
  
  For most EBT customers, refunds are not credited directly back to the card. Instead, the funds are routed through the state agency responsible for managing EBT benefits, which then reloads the amount based on its scheduled disbursement dates. In some states, this process may take as little as 5 business days, while others may require 10 business days or more.
  We recommend reaching out to your state’s EBT agency for specific timing details. Once the refund is fully processed, you will receive an email confirmation.
  
  Thank you again for bringing this to our attention. We appreciate your continued trust and support, and we remain committed to ensuring your shopping experience is smooth and satisfactory.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:09/02/2025

  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.

  I made an order for delivery from marianos. the receipt showed a charge on the *** snap card of $33.55. the *** app site showed a charge of $41.67 instead. they cheated me $8.12 as crime. also they have on their marianos Internet site that my boost membership trial ends on the 16th of september. my recollection is that it consistently stated the 20th of September.

  I made an order for delivery from marianos. the receipt showed a charge on the *** snap card of $33.55. the *** app site showed a charge of $41.67 instead. they cheated me $8.12 as crime. also they have on their marianos Internet site that my boost membership trial ends on the 16th of september as the renewal date prominently. in reality this is false. the membership's real renewal date is the 17th of september. it is distorting and somewhat alarming they have it wrong.
  
  
  

  Business Response

  Date: 09/12/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address it. Please accept our sincerest apologies for your experience.  
  
  Regarding of the overcharged for the order number *******************, Upon further checking customer has been advise through email that When placing an online pickup or delivery order, the amount displayed at checkout is an estimate. Prior to completing an order, we inform customers via our website and mobile app with the following statement:
  
  “Prices are estimates. The final amount is determined when you receive your order. If the final is more, the additional amount will be charged to your credit or debit card.”
  
  This disclaimer is visible in the screenshot Mr. ****** submitted.
  
  In this case, the initial charge to Mr. ******’s *** card was $41.67. Upon fulfillment, several items were priced lower than originally estimated, resulting in a final charge of $34.31. The difference of $7.36 was refunded to Mr. ******’s *** card. For reference, we’ve attached a copy of the final receipt showing the accurate charges.
  
  Additionally, we reviewed Mr. ******’s Boost Membership and found that he enrolled in a Free 30-Day Trial on August 16, 2025. The membership is scheduled to automatically renew on September 17, 2025. If Mr. ****** does not wish to continue with the membership, we recommend canceling the automatic renewal before that date to avoid any charges."
  
  We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  .
  
  Regards,
  
  Kroger Co.
  
  

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

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  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.

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  The gas station attendant at this location is the most unprofessional woman or whatever they identify as I have ever come across. My mother gave me a $25 Kroger gas card to fill up before I went back home for the holiday weekend and when I finally went to use it the gas station clerk saw me wearing “short shorts” on Labor Day and tried to accuse me of being a lady of the night. She called me a hussy, a floozy and accused me of leaving some “n*****” house (her literal word’s verbatim) because I was getting gas at 7am. The thing is, my mother was the one who told me to get gas that early so that way we could enjoy our Labor Day together before I had to get on the highway for my long drive. That woman literally left out of the little box she supposed to be working in to follow me to the pump at pump 13 to continue to harass me about my clothes. I feel humiliated because there were other customers getting their gas and she decided to further cause me more trauma with this unnecessary interaction; my anxiety and depression are at an all time high and I will be contacting my doctor in the morning to see about coming in for an emergency visit. I’ve never heard of such type of behavior. I’ve contacted the store manager and all she said was she’ll talk to her. I’ve contacted corporate and all they did was give me a case number#********. I am so over women coming after other women especially for their clothes. This is literally a gas station not a church. I was dressed very appropriate for getting gas at seven in the morning. There needs to be some type of repercussions behind this because I’m not tolerating myself being disrespected like that that.
  
  To be quite honest I need my $25 gift card back. I hate that I even had to experience any of this.

  Customer Answer

  Date: 09/02/2025

  The Kroger fuel station is located at 

  **** * ******* ***,
  Indianapolis, ** *****

  Business Response

  Date: 09/04/2025

  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 have forwarded the concern to the store team for further review. This review may take a bit of time as we are confident that they are going to do all the necessary checking to resolve the issue. On our end, we may provide store credit that the customer may use inside the store. Please provide the shopper card number that the customer used for the transaction for proper documentation.
  
  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