Business Profile

Grocery Store

The Kroger Company

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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

1,646 total complaints in the last 3 years.
542 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: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.
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 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
Initial Complaint
Date:09/01/2025
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.
On 7/31/2025 my family & I used self-scan for 2 consecutive purchases totaling $36 at **** ** ********* **** *** ****** ** *****, (702) 87`1-0904. The machine "malfunctioned" twice recording me like I'm a thief or a moron, & I assure you I'm neither. The juvenile jerk cashier fixed machine chirping "no worries" while my humiliation mounted. Upon finishing. Another cashier directed me to the manager, Julien. After I described my issue he asked "is there a question in there", demonstrating his rudeness, or perhaps HIS lack of comprehension. When I asked for a manager from home 30 minutes later, I was told her name was Jennifer, who never got on the phone. So now this store is rigging machines to record customers, then passing workers off as fake managers. As **** **** members my previous hundreds of dollars of Smiths loyalty have officially been transferred. Shoppers everywhere, steer clear of this nightmare!!!! I';m considering returning ALL merchandise bought for a full refund, which frankly was substandard
Perhaps the real manager might appear to process this, it might get loud.
Business Response
Date: 09/04/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We sincerely apologize regarding the unsatisfactory experience that the customer encounter on our store in ********* **** *** ****** ** ***** and that is certainly not what we wanted for our valued customers. Rest assured that the issue was already escalated to 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 opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future. 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: 09/04/2025
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.

Lack of response & resolution demonstrates this is approved, instructed behavior. ***** **** is my exclusive store from now on

Regards,

****** *****
Initial Complaint
Date:08/31/2025
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 pickup order with Kroger. There were issues with the pick on Kroger side so my order was not ready for almost 24 hours after the pickup was scheduled. I picked up my order that I was originally charged for through the app. My card was charged a second time for the final amount. I will not receive credit for 204 for 5 days in my account. Kroger is earning interest by holding my money and this is not the first time this has happened. For fraud reasons I use an account that I only keep enough money in the account for the transaction. Since I was double charged my account is now overdrawn and will be charged fees by my bank.
Business Response
Date: 09/01/2025
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 charges issue of the customer for their pickup order. After checking the transaction last August 31, 2025, with the order number ******************* the amount that has been charged is 145.59. If the customer still seeing a hold amount on their account, we recommend calling their bank situation to release the hold amount. Preauthorization hold is with in 3 - 5 b business day. If the customer still has any concern on their charges, please advise to call our Kroger Customer Relation Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

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

Regards,

Kroger Co.
Customer Answer
Date: 09/01/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

****** *****
Initial Complaint
Date:08/30/2025
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.
today i got a bag of crispy and crunchy classic potato chips(kroger brand) from Kroger in ****** ** and as i was eating them, i literally pulled a piece of wood from out of my gums FROM BEING IN THE CHIP BAG. i have pictures of the wood and also the bag of chips i was eating.
Business Response
Date: 08/31/2025
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 of the piece of food found on Kroger potato chips. This is certainly not the experience that we want our customer to have. We just need more details to escalate the issue to our product team for further investigation. May we please ask the customer to provide the following information below.

-Date and time of transaction
-Loyalty card number
-Brand and Name of the product

Rest assured that this will be addressed accordingly once we already had the information needed.

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:08/29/2025
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.
While inside the Kroger Wine & Spirits store on ******** **** in *********** **, my husband saw the associate carry Weller 12 from the back of the store and hide it under the front counter. He asked her if she had Weller 12 and she replied, If we do and youre interested, you have to come back in the morning and talk to Ron. I understand allocated bottles being kept behind the counter or only put out one or two at a time, but why is there one person who dictates who gets to purchase the bottles Ive read about this being an issue with Kroger stores and allocated bottles, but tonight was the first time experiencing it firsthand. It seems its not legal or ethical to hold bottles exclusively for people of R**s choosing. It seems like that would be an issue with fair distribution. Im curious what the policy is. While discussing this with other bourbon collectors it seems this is a common occurrence with R** at this store. He holds bottles for his friends.
Business Response
Date: 09/03/2025
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.

Rest assured that their comments regarding her experience in the allocated bottles being kept behind the counter and fair distribution have been forwarded to the right department 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.

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

Regards,

Kroger Co.
Initial Complaint
Date:08/29/2025
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.
Delivery Order#******************* placed 8/29/2025 on Smith's app. Somehow there was a glitch or error. My delivery address was replaced with the store address. I tried for over an hour to reach customer service - live chat, phone, email. I tried calling the store who kept putting me on hold or hanging up. I finally reached a store manager who first said there wasn't an order showing in their system literally at the same time the shopper was texting me at the store. Manager tooly number and promised to call back in 30 minutes. Over an hour later, still no call. Then my order was cancelled but the funds weren't released back to my credit card. They told me it should release immediately but also said it's not showing correctly that it was released on their systems. I'm told to wait 5 days for hold to clear - but there's zero confidence because Kroger/Smith agents said things aren't updating in their computer properly. I'm disabled and homebound with a heart monitor on my chest right now. I'm not supposed to be stressing. But I need food and Kroger/Smith's is giving me the runaround. Even if I had a separate form of payment - $40+ in coupons now won't apply after THEY cancelled my order and told me to place it again.
Business Response
Date: 08/30/2025
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 experienced with your recent delivery order placed through the Smith’s app.

After a thorough review, we can confirm that no funds were captured for the cancelled order—not even a single cent was charged to your payment method. While the authorization may appear as a temporary hold, it will automatically clear within the standard processing time set by your bank.

As a gesture of goodwill and in recognition of the disruption this caused, we’ve issued a $20.00 compensation to your account. We hope this helps ease the inconvenience and reflects our commitment to making things right.

We truly value your trust and appreciate your patience.

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: 09/02/2025
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.

My credit card was authorized as a disabled person preventing me from using my money to buy groceries. This was a problem with technology NOT CREATED BY ME.

As a disabled person, there's supposed to ADA rules and regulations regarding equal access to groceries. I was deprived access to basic necessities (FOOD) because of Smith's/Kroger's technology problems. I had the money. They kept it from me and the food I was trying to purchase. With a hold confirming I had the money, they made ZERO attempt to offer any solutions to get food on my table. They knew the exact order. They had the hold on my money to pay for it. I don't understand why there was absolutely no way to fulfill my order or get me any minimal form of food to get me by until the authorization hold was released. That's not equal access to food - that depriving a disabled person necessary food got basic survival.

I wasn't cheating or defrauding them. I didn't write their software. At a bare minimum, they should have some backup emergency resource when THEIR technology prevents food to vulnerable populations.

I experienced worsening health conditions over the labor day weekend as a result. I have very complex medical conditions connecting GI, heart, and neurologist. No food causes vagal response and my autonomic system freaks out. I experienced stroke like TIA symptoms and bradycardia and severe belching most of the weekend. I'm wearing a Vio heart monitor that's recording 24/7 too. I experienced severe Autonomic crisis.

Regards,

***** ******

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 the importance of a seamless delivery and shopping experience. It deeply saddens us to know that customer's order was cancelled and pre-authorization hold on the account, please accept our sincere apologies.

Pre authorization hold is a temporary hold placed by customer financial institution to verify the transaction and typically clears within 3–4 business days after the transaction is completed. Please note that we are unable to expedite the release of these funds on our end. We kindly recommend contacting their bank or card issuer directly for further assistance in releasing the hold.

Additionally we have provided $20 credit to loyalty account on 8/29/2025 for inconvenience and bad experience. Credit is still showing on the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout. Customers can redeem their credits in-store and online when placing an order. Credits can be redeemed at any checkout (manned by a cashier or self-checkout).
* For *********, the customer will need to message the shopper and let them know they would like to use their credit on the order.
* The cashier will receive a prompt and ask the customer or ********* shopper if they would like to redeem/use the credit. The customer/shopper must agree to use the credit to redeem the credit on the order.
* If the customer/Instacart shopper is using a self-checkout, they will see a prompt asking them if they want to use the credit.

Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 09/05/2025
Better Business Bureau:

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

1) Have you fixed the glitch that changed my delivery address to the store address?
2) Are you ADA compliant allowing equal access to groceries? A technology error on your end shouldn't deprive disabled people from access to food for days and no backup in place to address these concerns. I even spoke to the store manager who promised to call me back in 30 minutes (allowing time to look into the problem) but I NEVER received a call back. Kroger customer service disconnected the call twice after confirming my callback number.

Technology fails - that's been proven over and over. What fail-safes are in place to prevent harm to vulnerable populations?

3) Even after waiting for the authorization hold to be released, Kroger failed to add the coupons that the system never restored after the order was cancelled by Kroger/Smith's. I lost nearly $50 in coupons ($30 for Folgers coffee alone). Kroger customer service stalled and said yo wait a few hours for the system to update, then 24 hrs, etc. Coupons never became useable again.

I couldn't use the $20 credit because y'all still didn't fix any of the problems.

Since I was deprived of my money to purchase groceries and the needed coupons, I had a friend try to order my groceries. That person, a disabled senior, had error appear while submitting the order on their Smith's app. Their funds were held for authorization hold over the extended Labor Day Weekend as well. The error said the order couldn't be processed, yet the funds were put on hold. There's a serious problem what least the order of processing events on Smith's app. MONEY SHOULDN'T BE AUTHORIZED IF AN ORDER CANNOT PROCESS. The authorization should be the final step after they confirm the order can pass all processing checks.

Until Kroger confirms they had fixed the problems with their technology, I can't use the $20 credit nor do I feel safe attempting another order since a second person's funds were tied up wrongly by Kroger glitches.

Regards,

***** ******

Business Response
Date: 09/06/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand how frustrating this must have been, and we truly regret that we fell short of meeting customers expectations in this instance.

We kindly encourage our customers to contact us immediately whenever they encounter unexpected results or error messages while placing an order online. This allows us to provide prompt assistance and escalate the issue directly to our technical support team for further investigation and resolution.

Additionally, we recognize that a pre-authorization hold may have appeared on customer's account during this process. Please know that authorization is part of their bank’s standard policy when handling credit card transactions. It verifies the validity of the payment method and checks for sufficient funds, helping to prevent unauthorized or fraudulent activity. As mentioned in our previous communication, the outcome of authorization also depends on customer's financial institution’s policies.

On the other hand, we’ve provided instructions on how to redeem the store credit, which can be used not only for online purchases but also for in-store or pickup orders. Rest assured, store credit does not expire.

We truly value your business and want to ensure your experience with our online platform is smooth and reliable. We are continually working to improve our systems and customer experience, and you feedback is incredibly valuable to us. Our customers are at the heart of everything we do, and we are committed to serving you to the best of our ability.
Customer Answer
Date: 09/08/2025
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 failed to respond to any of my concerns expressed in my last response. Simply repeating the same prepared statement - just wasted everyone's time.

I request Kroger address the concerns expressed in my previous responses (I believe Sept 2nd and Sept 5th have very specific concerns including ADA VIOLATIONS and TECHNOLOGY PROBLEMS - specifically the order of processes when an order is submitted).

Please address each concern.

Regards,

***** ******
Initial Complaint
Date:08/28/2025
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've paid for a year Boost membership (free delivery over $35) then they decided to charge me a delivery fee on an order anyway (spent over $35) and tried to blame me for it, saying I did something wrong even though I've been placing the same order all year without this particular issue. Why would I choose to pay extra when I've already paid for the year? They wouldn't refund the delivery fee and I can't cancel the membership either. There's other issues I won't mention but I just want my membership cancelled and pro rated refund.
Business Response
Date: 08/30/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for any inconvenience caused regarding the delivery fee not being waived as expected. We understand how frustrating this experience may have been and appreciate the feedback.

We respect customer decision to cancel their Boost membership and want to confirm that the auto-renewal for subscription has been successfully disabled. Membership will remain active until February 18, 2026, and they will continue to enjoy all associated benefits until that date. After this period, their membership will end unless they choose to renew it manually.

Please rest assured that feedback and experience has been shared with our internal management team for further review. We are committed to improving our services and ensuring that our policies are communicated clearly and fairly.

Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 08/30/2025
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.
Please make it to where you can have things delivered/picked up, not one or the other. It's very inconvenient when you can have all items delivered except for one that's pick up only.

Regards,

***** ********
Initial Complaint
Date:08/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was receiving error message when placing my online order and I call 6 times every time I call they tell me I can placed my order but I keep getting the same message saying my account need to be verified by the agent which I did and and account need to be unblocked
Business Response
Date: 08/29/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize that the customer encountered difficulties placing an order online. We are working hard to provide good service to our customers. After carefully checking any recorded cases for the customer using the details they attached on their complaint in the BBB portal, we are unable to verify any contact about not being able to place an order online.

For us to investigate further, we ask for the customer to attempt to place an order online and take note of any error message or code if there is any. If they still experienced issues in doing so, they can respond with the error they got.

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: 08/29/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

The error message about account need to be verified like name email address
Regards,

****** ****

Business Response
Date: 09/17/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After carefully checking the customer's online account using the email address *******************, we can verify that they were able to place a pickup order on September 12, 2025, since the day they first reported the issue which was on August 28, 2025. Their last log in is on the same day that they had their first online order. We ask for the customer to confirm if they have any issue placing an order again and send a screenshot along with their response on this platform.

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.

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