Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,652 total complaints in the last 3 years.
540 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/07/2025
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.
Imagine biting into your favorite dessert—only to realize you’ve nearly finished half of it before discovering a live insect baked inside. That’s exactly what happened when I purchased a tiramisu cake from Fred Meyer on May 5th, 2025, at 3*** ** ******* *** ********* ** *****. What I found inside was truly alarming — a live insect (possibly a beetle or weevil) embedded deep within the cake itself. It was moving, clearly alive, and appeared to have originated from inside the cake, in a sealed product, not something that got in after purchase.

The most disturbing part? I had already eaten nearly half the cake before discovering the insect. How many of them did I eat? This wasn’t just revolting — it’s a serious health and safety threat.

I have photo and video evidence, and I retained the packaging. I contacted customer service, but they simply said “sorry” and offered a refund. This issue isn’t about just a few dollars — it’s about the health risk, the emotional distress, and the inconvenience caused by consuming a contaminated product. And most important of the health of every customer who trusts Kroger’s Private Selection products.

Does this mean all their pastries could be contaminated? If it happened to me, how many others are unknowingly eating unsafe desserts?

I’m requesting:
• Compensation for the health risk and emotional distress
• A formal investigation into this product and the batch it came from
• Assurance that this will be escalated to Fred Meyer/Kroger’s food safety department
• Clear steps to prevent this from happening again

This is not a minor issue, and I’m urging BBB to help make sure it receives the seriousness and action it demands.
Business Response
Date: 05/08/2025
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 truly sorry for the incident that happened with the customer's cake purchase. We understand how serious it is, and we thank the customer for bringing this to our attention. We are doing our best efforts to provide good service to our customers. Based on the recorded cases for the customer, I can verify that they were given total of $15 of store credits for the concern. However, since this is a serious issue, we have escalated this matter to the product team to investigate.

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: 05/13/2025
Better Business Bureau:

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

Dear Kroger Executive Office,

Thank you for your response and for escalating the issue to the product team. I appreciate your acknowledgment of the seriousness of the situation and your efforts to review it thoroughly.

While I do acknowledge the $15 store credit provided, I would like to request further resolution, as this issue caused significant inconvenience and disappointment. Could you please clarify what that additional resolution might consist of? I’d like to better understand what steps are being considered or available during and after the review process.

Thank you again for your time and attention to this matter. I look forward to your response.

***** *.

Business Response
Date: 05/15/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After carefully checking the case number ********, where the issue was escalated to our product team, it shows that an email was sent to the customer regarding the related items or the product with them for investigation. We can see that it has been reported, and proper actions will be taken for this one. As this is being handled by the product team, further information and process will be coming from them, so we suggest for the customer to wait for their response, or they can respond on the email that was sent to them.

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

Regards,

Kroger Co.
Customer Answer
Date: 05/18/2025
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.

Dear Kroger Executive Office,

Thank you for your response and for involving your product team in investigating case number ********.

I want to underscore the seriousness of this incident: discovering a live insect inside a sealed tiramisu dessert package is a significant food safety concern that has caused me considerable emotional distress, including a prolonged loss of appetite and ongoing anxiety about consuming similar products.

While I appreciate that the issue is under review, I am requesting compensation of $1,500 for the emotional distress and disruption this has caused to my well-being and daily life. Given the severity of the contamination and its psychological impact, I believe this is a fair and reasonable amount.

That said, I am open to discussing a fair resolution and hope Kroger will work with me through the BBB process to resolve this matter amicably, without further escalation.

Thank you for your attention and prompt consideration. I look forward to your reply.

***** *

Business Response
Date: 05/19/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As customer request compensation of $1,500 for the emotional distress and disruption this has caused to my well-being and daily life. I will include this request to the escalation to our upper management. After carefully checking the case number ********, the case was already escalated to ********, and customer was already advised through email that they will be contacted by ******** shortly to further the investigation.

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

Regards,

Kroger Co.
Customer Answer
Date: 05/20/2025
Better Business Bureau:

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

Dear Kroger Executive Office,

Thank you again for your previous response.

While I understand that certain processes take time, it has now been nearly two weeks since I was told my case had been escalated to ******** — yet I have not received a single communication from them.

This incident involves a live insect sealed inside a dessert product, which is a serious food safety issue. Given the nature of this situation and the emotional toll it has taken, I have to ask: Is this being taken seriously?

The ongoing silence and lack of updates are extremely frustrating and unacceptable for an issue of this severity. I am requesting immediate answers to the following:

When was my case officially sent to ********?
When can I expect to be contacted?
What is the standard timeline for handling cases like this?

I need confirmation that this matter is not being pushed aside and that concrete steps are being taken toward resolution. I would appreciate a clear update and next steps as soon as possible.

Thank you,

***** *

Business Response
Date: 05/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Our claims department was already notified of the issue. Customers who have a claim that is being handled by ******** should call ###-###-#### for assistance. The customer will more likely get voicemail and will have to leave a message to be called back.

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: 05/28/2025
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.

Dear Kroger Executive Office,

It has been now three weeks since I initially reported the serious food safety issue involving your product, and despite receiving contact information for the assigned claims representative, Jay from ********, and returning the call promptly, I have not received any meaningful follow-up or resolution.

This ongoing negligence is unacceptable. The situation goes beyond a simple refund — it involves real health risks, emotional distress, and a clear failure in Kroger’s responsibility to its customers. This is a matter that affects not only me but also the safety and trust of all Kroger customers.

Given the severity of the incident and the complete lack of adequate response from Kroger and ********, I am formally requesting a settlement of $10,000. This amount reflects:

The emotional distress and anxiety caused by ingesting part of a contaminated product. The health risks I unknowingly faced. The time lost and frustration due to the failure of proper claims handling, and the need for Kroger to take full accountability and prevent future incidents.

I expect a direct update from ******** or Kroger’s claims department, including the status of my claim and this settlement request, within 3 business days.

Please understand that if I do not receive a satisfactory response within this timeframe, I will have no choice but to pursue further action to protect my health and rights as a consumer.

Thank you,
***** *.
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 are sorry about a foreign object that was found on the customer's cake. We are working hard to provide good service to our customers. As advised from the previous response, this case has been forwarded to ********, our claims department, and the customer may need to communicate with them directly via phone at ###-###-#### for assistance.

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

Regards,

Kroger Co.
Customer Answer
Date: 05/31/2025
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.

Dear Kroger Executive Office,

I am responding once again due to the continued lack of resolution regarding the contaminated product I purchased — a matter that presents not only a serious health and safety concern, but also reflects a failure in both Kroger’s and ********’s handling of this claim.

To date, I have made every effort to resolve this matter through appropriate channels. I received one call from ******** on May 20, 2025, and followed up immediately by voicemail with the assigned representative, Jay. I have not received a response or update since then.

Your repeated responses — which defer responsibility and offer only vague assurances — do not resolve the fact that:

I consumed part of a contaminated food product containing a live insect embedded inside;
The product was sealed, sold under Kroger’s Private Selection label, and posed a serious potential health risk;
The claims process has been poorly handled, with no meaningful communication, investigation results, or accountability.

Given the nature of the incident, the emotional distress it caused, and the absence of responsible follow-up, I am formally requesting a settlement in the amount of $10,000 as a reasonable resolution for the harm and inconvenience experienced.

I respectfully request that Kroger or ******** respond to this request within 3 business days. If no resolution is offered within that timeframe, I will consider this matter unresolved and will pursue all appropriate next steps.

Thank you,

***** *.

Business Response
Date: 06/02/2025
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 sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Our claims department was already notified of the issue. Customers who have a claim that is being handled by ********, we recommend calling ###-###-#### for assistance.

As customer request compensation of $10,000 for the emotional distress and disruption this has caused to my well-being and daily life. I will include this request to the escalation to our upper management

We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

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

Regards,

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

To the Kroger Executive Office,

This continued lack of resolution is unacceptable and speaks volumes about Kroger’s negligence—not only in product safety, but in your overall responsibility to your customers.

A live insect was found in food, and yet your team has responded with nothing but empty words and repetitive, dismissive statements. There has been no meaningful accountability, no direct follow-up, and no urgency. Each response has failed to address the seriousness of the situation.

Today marks one full month since the product was purchased and the issue reported. Still, there is no resolution.

I do not accept this inadequate response and expect meaningful action. This matter remains unresolved and I will continue to pursue it until a proper resolution is reached.

Thank you,
***** *.

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 apologize for your experience with the tiramisu cake purchased at Fred Meyer (**** ** ******* *** ********* **) on May 5th, 2025. We understand the distress this incident has caused and acknowledge how deeply concerning it is to discover an insect embedded within a sealed product.

At Kroger, food safety is our top priority, and we take reports like yours very seriously. We appreciate the opportunity to thoroughly investigate and address this matter.

Please be advised that our claims department has already been notified of this issue. If your claim is being handled by ********, we recommend calling ###-###-#### for assistance.

We recognize your request for $10,000 in compensation due to the emotional distress and disruption this experience has caused. This request has been included in the escalation to our upper management, and our team will be in touch to discuss potential resolutions.

We deeply value your trust in Kroger and assure you that we are taking every possible step to prevent similar incidents from happening in the future.

Regards,

Kroger Co.
Customer Answer
Date: 06/13/2025
Better Business Bureau:

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

To the Kroger Executive Office,

Thank you for your message. I followed your instructions and called ********, leaving a detailed voicemail, but I have not received any response.

At this point, I would appreciate clarity on why I’m being directed to call if no one is following up. It’s been over a month since the incident, and I’ve yet to receive any meaningful communication regarding my settlement request.

I’m asking for a clear update on the status of my claim, who will be contacting me, and when I can expect to hear back. I’m simply looking for a fair resolution and transparency moving forward.

Thank you for your time, and I look forward to your prompt response.

***** *

Business Response
Date: 06/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We do apologize if the investigation taking too long regarding of the issue of the customer. Upon checking on the case, this issue was already escalated to product and already Sedwick already notified for the issue. Please be advised that our claims department has already been notified of this issue. If your claim is being handled by ********, we recommend calling ###-###-#### for assistance.

At Kroger, food safety is our top priority, and we take reports like yours very seriously. We appreciate the opportunity to thoroughly investigate and address this matter.

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: 06/18/2025
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.

Dear Kroger,

This response is yet another clear example of Kroger deflecting responsibility for a serious health and safety violation.

It has now been over one month and couple of weeks since I purchased the contaminated tiramisu cake on May 5th, and despite repeatedly reporting that I found a live insect embedded in the sealed product. A single outbound call from ******** does not constitute meaningful follow-up. I returned the call promptly and have since left multiple voicemails in good faith, attempting to resolve this matter. However, no one has contacted me directly, no calls have been returned, and no resolution has been offered to date.

Your repeated messages are scripted, vague, and demonstrate no actual concern for the health of your customers.

I still have both the cake and the original packaging. The fact that this issue remains unaddressed after this amount of time is a disgrace — and shows Kroger is more concerned with delay tactics than accountability.

Let me be clear: I will not be dismissed. I will not wait indefinitely while you ignore a clear product safety failure. I have given more than enough time for your company to respond appropriately, and your continued negligence leaves me no choice but to escalate this matter independently as mentioned earlier.

This case remains unresolved. Your actions — or lack thereof — speak for themselves.

Thank you,

***** *

Business Response
Date: 06/19/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize for any delay in the investigation regarding your recent concern. Upon review, we can confirm that your case has been escalated to our Product team, and our claims partner, ********, has also been notified.

Please note that our Claims Department is aware of this issue. If your claim is currently being handled by ********, we recommend contacting them directly at ###-###-#### for assistance and updates.

At Kroger, food safety is a top priority, and we take reports like yours very seriously. We appreciate the opportunity to investigate thoroughly and ensure appropriate actions are taken.

Thank you for your continued patience and understanding. We value your feedback and appreciate the opportunity to address your concern with the support of the Better Business Bureau. We look forward to serving you better in the future.

Regards,

Kroger Co
Initial Complaint
Date:05/07/2025
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 a delivery order on 5/6/25 for delivery on 5/7/25 that had applicable coupons. I paid for the order yesterday and agreed to a price.

When the order was checked out the coupons were not applied neither was a sale that was still happening was applied.

I reached out to Kroger customer care and was told the coupons would no longer be able to be applied and I’d have to just pay the higher price. The representative cancelled the order. I want the items I ordered for the agreed upon price.

I paid for the order when the coupons were valid and it is awful Kroger feels they are able to bait and switch customers. There are MANY places to be go for groceries.
Business Response
Date: 05/08/2025
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.

Upon verifying the customer's order *******************, it shows that their delivery order was placed on a Tuesday and will be picked up the next day, Wednesday. If they placed their order with items that has sale price, promotion or offer that came from the weekly ad there is a possibility that it will not be applied. This is because every Wednesday our weekly ad changes for the new week and the offers from last weekly ad will only be available and valid if the transaction is received and completed up until the last day of the weekly ad which was on Tuesday. If the transaction is not completed by the end of the weekly ad, the sale prices will not apply, and this is what happened on their order since on Tuesday their order is not yet received and pending.

Also, when they submit their order, the total amount is not yet final and only an estimated amount. At checkout page, there is a note that says, "Prices are estimates, the final amount is determined when you receive your order."

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:05/06/2025
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.
The store is chaotic, unprofessional
Business Response
Date: 05/07/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We appreciate you for taking the time to share your feedback. We sincerely regret that your experience at our store felt chaotic and unprofessional. Creating a well-organized and welcoming shopping environment is a priority for us, and we take concerns like yours very seriously. Please know that this is not the level of service we strive to provide to our valued customers.

To help us address this matter with our team and work toward improvements, we would appreciate any additional details you can provide, including:

Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Store location
Date and time of incident

Your feedback is truly valuable in helping us enhance the shopping experience, and we appreciate your time in reaching out. Please know that we are committed to making meaningful improvements, and we hope to serve you better in the future.

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

Regards,

Kroger Co
Initial Complaint
Date:05/06/2025
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 5/6/2025 I walked in to pickup 5 medications *****, ***********, *********, ********* and *****. I had my ******** and ******* restocked due to having samples, I paid the 4.90 and left for another appt. I noticed that my ***** was not in the bag so i immediately called the pharmacy to inform of the issue. One of the technicians advised to double check which I advised I would do after my appointment. Approximately 35 minutes later I called again and advised of the same thing no ***** to a male technician who stated I paid for both which was a blatant lie that I could show with my bank statement. He placed me on hold to get more information plus the Pharmacist. I gave her the same information and opened the bags with her (which had the safety information printed) calling out the medication I had in my possession. She advised there’s nothing she could do and stated that “I did” have the medication. I have never had any issues with the pharmacy (I’ve used since 2007). I suffer with severe mood disorder and insomnia which also affects my personality disorder. Im surprised that this the kind of customer service is what mental patients are to endure. The situation was handled poorly and fabrication of what transpired was heartbreaking. I’m unable to fill at another pharmacy because they have marked it as if I have received it.
Business Response
Date: 05/07/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We appreciate you for reaching out to share your experience. We sincerely regret the frustration and distress this situation has caused you, and we understand how important it is for prescriptions to be handled with care and accuracy. We take concerns like yours seriously, and we want to ensure that your missing medication is properly investigated.

To help us address this matter with our team and work toward improvements, we would appreciate any additional details you can provide, including:

Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Order number
Store location
Date and time of incident

Your feedback is truly valuable in helping us enhance the shopping experience, and we appreciate your time in reaching out. Please know that we are committed to making meaningful improvements, and we hope to serve you better in the future.

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

Regards,

Kroger Co
Initial Complaint
Date:05/05/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I use the cash back program at Kroger, on the website and the app. When missing cash backs, I would use the live chat option, give my transaction date, items bought, and the specific cash back offer amount that goes with it that I didn't have come back to my account. Customer service would correct the missing cash back pretty easily on the live chat, and correct the issue for a couple of months. I tried to utilize the cash back program and buy a lot of items off there, to save on my grocery budget, but then it became harder to get the missing cash back when something would not go through correctly. I had to start calling customer service. I had all the transaction dates, items purchased, and the cash back offer info. I could give any info needed, but then the customer service reps were unable to credit my shoppers card the missing cash back amounts anymore, because I had reached some limit of $90 in 90 days being credited to my account. The only reason my account had to be credited, was because the Kroger cash back program wouldn't always give me the cash back after I purchased the items. I could provide any info needed to assist in the problem, to help resolve it and work on getting a solution, but I kept getting told that the issue had been escalated, and I would receive an email. I had called so many times and chatted on the live chat, trying to get the issue resolved, and kept getting told the same thing, that there is nothing they can do, that the matter has been escalated, and that someone would be sending me an email. I've never received an email. I have 5 transactions now, missing cash back, and it's been over 2 months since I bought items from the oldest one that still need resolved, and there is still no email, and no solution. Tech support has not reached out. I'm missing $92.25 currently from the cash back program.
Business Response
Date: 05/07/2025
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 is having difficulties redeeming their cashback from their purchases. Upon careful review, the case numbe* ******** shows that on April 26, 2025, there were items and information requested to further review the concern, and they were already provided and sent to the cashback team for verification.

As soon as the results will come out, surely it will be shared to the customer and will provide proper resolution on how they will get their cashback. We understand the customer's frustration and we are doing our best to have this resolved.

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.
Initial Complaint
Date:05/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The items I ordered were delivered by ********* from Fred Meyer. I ordered 5 items from the Fred Meyer website. My 5 items were delivered and yet I was not charged for them, they all show "out of stock" on my receipt. 33 items I did NOT order were charged to me for $142, and all of those items were NOT delivered. So I tried calling Fred Meyer's the store, all they do is give you the 800 number. The 800 number for me today is totally automated, I was unable to speak to a person after 3 tries. So you call ********* and explain it's a fred meyer order, then they give you to the ********* fred meyer specialist in some foreign country after a long hold time. So far I've talked to two ********* people, and I'm always courteous, and yet here I am now on hold for 17 minutes. Welcome to my life in 2025. My credit card is Fred Meyer, so I called them. That also was a giant confused mess. The first gal said she'd call Freds and get a person, and kept me on the line. She didn't, it failed. So I called back and the 2nd gal was successful. We got a woman in some Asian country that both of us could hardly understand, we had to ask her to repeat things a lot. She went through reading aloud each of the 33 items I did not order, and had me confirm for each one that I did not order it. The CC operator stayed on with me this entire time and was as appauled as I was, but I kept being nice because if you aren't nice they might hangup on you. Order was delivered at 11am, I'm still on the phone now at 2:38pm.
Business Response
Date: 05/04/2025
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 regret the frustration and inconvenience this situation has caused you. This is certainly not the level of service we aim to provide to our valued customers.

We understand that your order from Fred Meyer, fulfilled through *********, contained multiple discrepancies—including being charged for items you did not order or receive and receiving the correct items but with an “out of stock” status on your receipt. Additionally, we acknowledge the difficulty you faced in contacting both Fred Meyer and ********* for a resolution.
We take these concerns very seriously and want to ensure that your issue is properly addressed.

Please note that we have submitted a refund request in the amount of $142.27, which Kroger will process immediately. Please note that banks typically require 1 to 3 additional business days for the funds to reflect in your account. You will receive an email confirmation once the refund has been fully processed.

We truly appreciate your understanding and hope to have the opportunity to serve you again in the future.

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: 05/04/2025
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.

Nothing has been resolved. No contact from the company has been made.

Regards,

**** ******

Business Response
Date: 05/07/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per checking the order was already refunded for all items mentioned. We can only communicate with the customer through the BBB channels since the complaint was filed with the BBB.

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: 05/09/2025
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.

Has the company addressed the issues of this dispute? No, they have not because they do not have all the facts because they did not speak to me.
     * If not, why? All I asked is for someone from Kroger would call me and talk to me about what happened.

Again, when I got my grocery order of 5 items, I checked my receipt. My receipt showed that I was not charged for the 5 items I recieved. They were all marked as Out Of Stock, and thus there was no charge.

But instead on my receipt were 33 other items. These items I did NOT recieve. But I was charged $142 for them.

So I, in good faith, gave my credit card number to Kroger to buy 5 items. Instead they used my credit card to fraudulently purchase 33 items which I never got, and they were ALL things I do not eat, cannot eat, like chocolate.

So now I am concerned about giving my CC number to them anymore. Also, in trying to find out what happened by calling Kroger and my credit card company, I ended up spending 3 hours and 37 minutes on the phone.
I am incredibly courteous and friendly at all times, but even when the credit card company with me on the line called Kroger trying to resolve this, the credit card representative and me were put on hold three times and spent over 30 minutes just on that single phone call.

I am shocked that my favorite grocery store has such incredibly poor offshore customer service. And I am very concerned they used my credit card to purchase 33 items I never ordered.
But I am not surprised they can't be bothered to talk to me about this. Several thousands of people in local ******** groups have seen and commented on this story now. Not that Kroger cares.
Too big to care anymore?

Regards,

**** ******

Business Response
Date: 05/14/2025
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 truly sorry for what happened on the customer's order. We value the customer's loyalty and their interest to shop with us. This is not something we meant to happen to our customer. Upon careful review of the order, I can see that the original order of the customer was tagged as out of stock, and they were charged of items that were added on the order and their original order. When ********* shoppers accept orders online, they are not only handling one order but sometimes more than one, and when that happens, they sometimes mix up the order and will result to being charged of items the customer did not originally order.

We understand that this is not the customer's fault, and we are sorry for the disappointment. For giving feedback for what happened, the customer may connect with the *********** customer service via phone at ###-###-#### to further assist with their experience. We know that they are our courier through our online deliveries, but this specific situation will be referred to *********.

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: 05/14/2025
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.

Has the company addressed the issues of this dispute? No
     * If not, why?
So they are putting this all off as an error of *********, but that is not the case. I recieved all the items I ordered but was not charged for them, so somehow through the check stand the ********* person was able to take my bags full of groceries out of the store without paying for them. Then, they once again blame *********, but I ordered from Kroger. Someone else's order that I DID NOT AUTHORIZE to use my credit card was used to pay for that person's order and then NONE of that was delivered to me. So that other person got $142 worth of groceries for free? ALL I ASKED FOR IS FOR SOMEONE TO TALK TO ME, TO CALL ME OR EMAIL ME, ABOUT THIS. Kroger cares so little for their customer they can't even do that simple thing. AND in trying to resolve this, again, took 3 hours and 37 minutes on the phone. ********* is a subcontactor to Kroger, Kroger has hired them, but Kroger is taking not responsibility for ********** numerous errors that keep occuring. Strangely, ******* subcontacts to the same ********* people but because of ******** procedures of ******* employees doing the shopping, bagging, and charging it's not all a big fouled up mess. I am a disabled Veteran and I'm very sad that I cannot continue using this Kroger store because about 60% of the orders are consistently fouled up to one degree or another, and has been this was since 2020 when Covid started. Everyone else has gotten past Covid and the chaos that created, but Kroger is in my experience gotten worse than ever.

Regards,

**** ******

Business Response
Date: 05/14/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance. We sincerely regret the frustration and inconvenience this situation has caused you. This is certainly not the level of service we aim to provide to our valued customers.

We understand that your order from Fred Meyer, fulfilled through *********, contained multiple discrepancies. These included being charged for items you did not order or receive, and receiving the correct items but with an “out of stock” status on your receipt. Additionally, we acknowledge the difficulty you faced in contacting both Fred Meyer and ********* for a resolution.

We take these concerns very seriously and want to ensure that your issue is properly addressed. Upon reviewing your order, we have confirmed that a refund has been issued for all items mentioned. Since your complaint was filed with the BBB, we can only communicate with you through BBB channels.

Moreover, we found that your original order was tagged as out of stock, and you were charged for items that were added to your order as well as your original items. When ********* shoppers accept orders online, they sometimes handle multiple orders simultaneously, which can result in mix-ups and incorrect charges.

We understand that this is not your fault, and we apologize for the disappointment. For further assistance, you may contact *********** customer service via phone at ###-###-####. Although ********* is our courier for online deliveries, this specific situation will be referred to them.

We truly appreciate your understanding and hope to have the opportunity to serve you again in the future. We value your loyalty and interest in shopping with us. This situation is not something we intended to happen.

Rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value your business and are committed to making your future experiences with us positive.

Regards,

Kroger Co
Customer Answer
Date: 05/14/2025
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.

All I asked was to speak to someone from Kroger. This 2nd message is almost identical to the last message which did not address my concerns fully.

Regards,

**** ******

Business Response
Date: 05/16/2025
We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per checking the order was already refunded for all items mentioned. We can only communicate with the customer through the BBB channels since the complaint was filed with the BBB.

For the customer request to speak to a store management team we highly suggest in calling directly to the store and ask for manager. Phone Number ###-###-####.

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

Regards,
Kroger Co
Customer Answer
Date: 05/19/2025
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.

     * Has the company addressed the issues of this dispute? No
     * If not, why? It's very interesting. Their response says they cannot speak to me as I've requested because I've filed this complaint through the BBB. Many other corporations have spoken to me when I asked to speak to someone through BBB. The reason I had to go through BBB is in spite of many attempts to speak to someone at Kroger all you can talk to are foreign based customer service reps who were completely unable to help me except to give me a refund. This isn't about a refund. I did not file this complaint to get a refund, I already have that. Kroger doesn't like to talk to it's customers. Oh, and they say to call the store manager but he says, "There's nothing I can do to help you. The only thing you can do is call the 800 number". I've spoken to several people at the store who are always very courteous and patient, they have no idea why these things are happening and all say the same thing, "call the 800 number". For the #1 largest grocery store chain in America to have such incredibly poor customer service is shocking to me. I've posted all of this information on local social media groups and had many responses with people telling everyone similar stories. Fred Meyer here in ******** ** is still by far the best grocery store in town. It's a shame they do NOT care about their customers in spite of their insistence that they do.

Regards,

**** ******
Initial Complaint
Date:05/01/2025
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 on the date of 04/30/2025 , at 6:10 p m using my EBT card for pickup as I have many times . So today I get charged 50.85, off my debit card which I have zero feds for pickup orders. So once I look into it I speak to an agent who tells me that I was over charged for the price change that happened after I put my order in on their sales, that their sales change every Wednesday and that she cannot do anything but credit me back 30 to store credit. Literally I had no way of knowing, theres nothing warning us that this may happen and I get snap benefits so now I am negative 50 bucks , and when I asked her why didn't they take it from my snap, she said they don't charge snap more than one time . So you stole my money off my bank card instead and now I'm negative 50 bucks . All I wanted was my money back and they refused , why would I want to spend 30 back with your business if you already stole from me once????
Business Response
Date: 05/02/2025
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 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.

The SNAP EBT card can only be authorized by customer pin entry at the time of checkout, so we can only charge the amount that was authorized at that time. The backup card will get charged if the final total at the time of fulfillment exceeds the original total shown at checkout. Customer has been charged to their back card because Pricing and promotions that no longer apply (price changes between when the order is placed and when it is fulfilled).

Regards,

Kroger Co.
Initial Complaint
Date:05/01/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 24th, I was scheduled for a Kroger delivery. That day I received a text that the order will be delayed, which is understandable, I don’t have an issue with that. When my order arrived at around 9:30 that evening, I was told by the driver most of my items were missing and that I would need to call customer service. I made note of the items and sent an email from the app and requested a refund for the missing items. I immediately received an email stating my refund was completed and it should hurry up my bank within 5 days. I know this is a lie because I order from Kroger frequently and this was not my first issue with their delivery service. Mostly it’s price differences but this is the first time most of my order was missing. And I know from previous experience, the refund response means nothing because Kroger never sends your money back! When I received a generic response asking for my order number, I decided to call instead. Which was pointless, the associates answering these calls are unable to escalate or even resolve any customers issues. Again an email was sent, with another generic reply asking for my order number. Every time I reply with the missing items and order number. Finally after my 3rd email, a response was received stating my refund should credit back with in 1-3 days. Here it is 5 days later and still the items were not credited back. Kroger all I want is my money back for the items I never received. You don’t have to worry about me using this service ever again, that’s a promise.
Business Response
Date: 05/02/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Upon further review, the refund of $18.81 for the missing items was successfully processed on April 25, 2025. Please be advised that once we submit the refund, it will be processed immediately. It usually takes 1 to 3 additional business days for banks to show the money into your account.

We sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable to us, as we are constantly striving to improve the customer experience and ensure we are serving you to the best of our ability. We truly appreciate your input, as our customers are the foundation of our business.

Regards,
Kroger Co.
Customer Answer
Date: 05/02/2025
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.

The refund has not been received as of May 2nd. We’ve passed the 1-3 day window for the refund to reflect in my account. This amount of refund is small but I do not agree with being knowingly charged for items I did not receive. This complaint needs to stay active until the funds are returned.

Regards,

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

Business Response
Date: 05/03/2025
Reference Case ********/BBB respond

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 inconvenience and frustration you’ve encountered with your order.

We understand that several items were missing from your delivery, and despite your attempts to request a refund, the issue has not been fully resolved. Please accept our sincerest apologies for any frustration this has caused.

Upon further review, we can confirm that a refund of $18.81 for the missing items was successfully processed on April 25, 2025. While refunds are initiated immediately, it typically takes 1 to 3 additional business days for banks to reflect the funds in your account.

If you require further assistance, we encourage you to contact our Kroger Customer Relations Center (KCRC) at ************* ******* *). Our dedicated team is available to assist you:

Monday – Friday: 6 AM to 8 PM MST
Saturday – Sunday: 8 AM to 4 PM MST

We truly appreciate your patience and value your business. Please don't hesitate to reach out if you need any further support.

We sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable to us, as we are constantly striving to improve the customer experience and ensure we are serving you to the best of our ability. We truly appreciate your input, as our customers are the foundation of our business.

Regards,

Kroger Co.
Customer Answer
Date: 05/05/2025
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 the rejection.

Refund still not received!

Regards,

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

Business Response
Date: 05/07/2025
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.

As per previous response, the requested refund worth $18.81 was submitted on April 25, 2025. Once a request of refund has been submitted, Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. The customer may need to communicate with their bank or through our Kroger Customer Relations Center via phone at ###-###-#### during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

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: 05/10/2025
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.

I still have not received my refund from Kroger and the fact that I am being told to contact their customer relations is ridiculous. I’ve contacted them several times, and was told the refund was processed on 4/25/25. This is clearly a lie. There is nothing my bank can do to return this money, otherwise this would have been resolved last month. BBB I believe this complaint can conclude by confirming Kroger knowingly charged me for a delivery order that I did not receive. And I was told at the time of delivery that most of my items were missing. The driver said you will need to contact customer service. Then the full amount of the delivery was charged even though Kroger confirmed all my items were not delivered. I understand this is not a reliable service and if there is an issue with the service you receive by Kroger, it will never rectified. I will consider this a loss on my end.

Regards,

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

Business Response
Date: 05/16/2025
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 inconvenience and frustration you’ve encountered with your order.

We understand that several items were missing from your delivery, and despite your attempts to request a refund, the issue has not been fully resolved. Please accept our sincerest apologies for any frustration this has caused.

We process a request refund again to the customer account amounting to 18.81 and it may take up to 1 - 3 business days and the customer will notify to their email address once the refund was successfully on their account.

We truly appreciate your patience and value your business. Please don't hesitate to reach out if you need any further support.

We sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable to us, as we are constantly striving to improve the customer experience and ensure we are serving you to the best of our ability. We truly appreciate your input, as our customers are the foundation of our business.

Regards,
Kroger Co.
Initial Complaint
Date:04/29/2025
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.
It seems like every time myself or husband goes into Kroger to shop, they never take all my coupons off i even ask the cashier before I pay and they of course always say yes. I am fed up with this and they are no better than ****** ****** when they were charging different than what was on the shelf price. This adds up and I have lost some money and not a 2 digit amount either. For example I just went in and cookies were on sale for 2.39 and I was charged 2.99, white milk and chocolate milk was on sale for 1.39 and for one of the milk's i got charged 3.19, and so much more. Way more. I really am just sick of it.
Business Response
Date: 04/30/2025
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's coupons are not working in their purchase. We are doing our best efforts to provide good service to our customers. 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.

For us to further check the issue and formulate a resolution, we ask for the customer to provide all the following information:

*Complete offer description
*Items for the coupons
Date of transaction for the coupons that did not apply.

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

Regards,

Kroger Co.
Customer Answer
Date: 04/30/2025
Better Business Bureau:

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

This has happened so many times to myself and husband that there should be a gift card sent to us for the stress, financial loss and the time.

Regards,

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

Customer Answer
Date: 05/01/2025
Are you freaking kidding me I can not remember that days . I want a gift card .
Business Response
Date: 05/01/2025
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 really do apologize for the inconvenience regarding the issue with the coupon. This is not the issue we want our customer to experience. With the previous details requested, it is necessary for us to identify specific information so we can share it to our technical team. There were a lot of possible reasons why the coupons did not reflect on the transaction. So, we needed specific coupon details to see if it was properly clipped on the account, if it was not expired or removed on the system.

We also needed to get the details of the device you are using because that will also matter why the coupon did not work due to compatibility. The customer's cooperation will definitely provide us the opportunity to resolve the issue faster and efficiently. You may contact our Customer Service Hotline ###-###-#### for real time assistance or confirm the dates since we have to ensure when the issue occurred.

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

Regards,
Kroger Co.
Customer Answer
Date: 05/01/2025
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.

I don't know how to show the coupons/proof I use my cell phone every time. I guess they could log into my Kroger account and go to my pass receipts or something I don't know I don't know how that's going to help them

Regards,

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

Business Response
Date: 05/04/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per previous responses, we won't be able to identify how we can help the customer if specific information is not given. The customer may check their account online with their transactions and provide what type of coupon they expected to be applied in the items of their purchase. We are unable to do this on our end as we don't have access inside all customer's account. They can also specify if the coupon is from digital or in-store coupons. Below is the list that we need to investigate the issue.

*Complete offer description
*Items for the coupons
*Date of transaction for the coupons that did not apply.

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:04/28/2025
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.
I moved to *** from ** in 2020. When I opened a Kroger card it would not take my digital clipped coupons and I was told that somehow their system was mixing my card up with my Harris Teeter card from **. A mgr. At ******** *** thought she'd fixed it but somehow she attached my phone # to 1 Kroger card & my email to another. So every time I shopped they had to manually add my dig coupons bcause when I log into the coupons w/my email they are not attached to my phone, which is what I input at the register. I moved downtown & started going to *****. I tried at least 10 times to have it corrected, only to receive THE POOREST CUSTOMER SERVICE IMAGINABLE!! Bcause of this I stopped shopping at Kroger in 2022! In Jan of 2025 I decided to give ya'll a try again and it's been a NIGHTMARE!!! I had the issue happen at ****** **., only to have some hoodrat act like she could not help! I called cust. Service TWICE but got a foreigner who could not understand enough english to help!! Today at the 1 on *****. I had 2 bottles of laundry detergent & went to cust serv bcause I already knew it would be a problem at the register. An older, fat woman named MONICA was literally the RUDEST, MOST UNPROFESSIONAL PERSON I'VE EVER MET!!! I EXPLAINED THE ISSUE, she huffed & puffed that she had to lift her fat self off the counter she was leaning on to go to the computer. She kept cutting me off, only to have to ask me EXACTLY what I'd already explained MULTIPLE TIMES! She ignored me trying to show her on my phone, only to have to ask me AGAIN for the info!! After claiming she added my # to the correct card I told her to ring up the detergent just in case. She did it sucking her teeth & when it did not add the coupon she refused to fix it! I told her to get a mgr & she said I could just not shop there. I left my WHOLE CART & walked away but she made nasty comments! I came back 2 get her name & she yelled it & told me to make sure I spelled it right!
Customer Answer
Date: 04/29/2025
Here is the card number attached to my email. This one has the wrong phone number. I do not have the card number attached to my actual phone number, which is ###-###-####..

This happened at the ***** ****** location. I have had other TERRIBLE incidents there as well that prompted me to stop shopping with Kroger a few years ago!!!
Business Response
Date: 04/30/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We greatly appreciate you taking the time to share your feedback. Please accept our sincere apologies for the frustration and inconvenience you’ve experienced with your Kroger card and digital coupons. We deeply regret that multiple attempts to resolve this issue have fallen short, and we fully acknowledge the impact this has had on your shopping experience. This is certainly not the level of service we aim to provide for our valued customers.

To resolve the discrepancies between your phone number and email on your Kroger card, we would like to work with you directly. Please contact our customer service team at ###-###-####, available Monday through Friday, 7 AM to 4 PM PST. A dedicated representative will assist you in updating your account to ensure everything is correctly aligned.

Customer service is of the utmost importance to us, and we are truly sorry that your experience did not meet the high standards we strive to uphold. Your comments regarding the treatment you received have been noted, and we are addressing them internally to ensure such issues do not occur again in the future.

Your feedback and loyalty as a Kroger customer are incredibly important to us, and it is our priority to restore your trust in our services. Rest assured that your comments have been shared with our internal management teams, allowing us to evaluate, address, and implement the necessary improvements to ensure our programs work seamlessly for all customers.

Thank you for giving us the opportunity to make things right. We welcome your feedback and remain committed to ensuring your satisfaction.

Regards,

Kroger Co
Customer Answer
Date: 04/30/2025
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 NOT attempted to or reached out to me AT ALL! And, I REJECT their request through you that I contact them. As I stated in my complaint, I HAVE MADE MULTIPLE ATTEMPTS TO CONTACT THEIR CUSTOMER SERVICE, ONLY TO GET A FOREIGN REP WHO DID NOT SPEAK ENOUGH ENGLISH TO RECTIFY THE SITUATION! In addition, I have been met with the WORST hostility and COMPLETE DISRESPECT in their stores, (except at ******** ***) EVERY TIME I HAVE TRIED TO GET A RESOLUTION THERE! I will not be reaching out to Kroger! THIS COMPLAINT WILL NOT BE RESOLVED UNTIL A KROGER, STATE SIDE REP REACHES OUT TO ME TO: 1. resolve my card issue, 2. Offer me compensation for the deplorable treated I've received as well as the MULTIPLE DISCOUNTS I've missed due to their negligence, and 3. Give me a verbal apology from Monica, the TERRIBLE ASSOCIATE at ***** ******!!!

Regards,

***** *****

Business Response
Date: 05/06/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. On our end we have located two plus card numbers that are not linked together. For the provided Alt ID, **********, this contains the purchases with the recent being on 4/20/2025. For the email ID, we are able to locate clipped promotional coupons, with the recent being on April 28, 2025. Further checking, these two accounts are not linked together which produces the issue. For any account update, information has to be verified first. Please provide your alt ID and the email ID you use to clip the coupons to the Contact Center team. This enables them to quickly locate your two accounts which can be linked or updated after verification.

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

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