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

1,646 total complaints in the last 3 years.
542 complaints closed in the last 12 months.

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Submit a Complaint

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: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 call three times and the lady was being rude and keeps lying to me about my account order and when I told her I received a code rv **** she told me it was clear and I can placed my order with no issues and tell me before hang up in my face I not a good customer we don't need u like that was unprofessional
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 are sorry that the customer encountered difficulties completing an order online. We are working hard to improve our services. After careful checking, based on the recorded case ********, where the customer spoke to the representative form Kroger Customer Relations Center, their online account was cleared and that they can try it again. They were also advised to wait for 24 hours before trying it again if the issue persists and to call back if there is no changes.

As of now, we are unable to verify that the customer tried it again after 24 hours of their initial contact. We highly suggest that the customer 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, we advised to call the department mentioned above 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.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Customer Answer
Date: 09/10/2025
Better Business Bureau:

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

(PLEASE TYPE YOUR REASONS HERE)

My account still having issues with placed orders

Regards,

*** ****

Business Response
Date: 09/13/2025
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 want our customer to have seamless and enjoyable shopping experience, and we regret that we fell short of meeting customers expectations in this instance.

As per our communication with the Kroger Customer Relations Center (KCRC) Team, customer account has already been cleared.
We also noticed that customer account is currently not digitally engaged. To ensure a smoother checkout experience, we recommend creating an online digital account. Once account is set up, please attempt to place online order again, please reach out to us with screenshots of the error message so that we can escalate the matter to our Technical Support team for further assistance.

******************** - no results found
************ - This customer is not digitally engaged

We appreciate customer cooperation and understanding of our policies. Please know that we are here to assist our customers in any way we can.

Regards,
Kroger
Initial Complaint
Date:08/26/2025
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.
I am filing this complaint due to repeated poor customer service at the King Soopers Fresh Fare located at **** ** ********** ****. in ********** **. Despite being a loyal King Soopers shopper for more than 35 years, the quality of service at this location has deteriorated to the point where I no longer feel comfortable shopping there.

On my most recent visit (Aug. 26, 2025), there was only one staffed checkout lane open, and the line did not move for several minutes. Self-checkout machines malfunctioned, and the employee assigned to assist ignored customers before leaving the area. The store manager stood off to the side on his phone while several other employees socialized rather than helping customers.

This is not an isolated event. The store consistently suffers from poor staffing, lack of urgency, inattentive employees, and absent management. Customer needs are routinely disregarded.

I also attempted to file a complaint with Kroger customer service, but the process itself was unhelpful. After taking my information, the representative placed me on hold to “file the complaint,” which wasted more of my time. I ultimately hung up after several minutes with no resolution.

As a long-time customer, I expect a basic level of service and accountability. Unfortunately, this store fails to meet even minimum standards. I am seeking assurance that Kroger will address the chronic lack of service and management oversight at this location. If no improvements are made, I will be forced to take my business elsewhere after decades of loyalty.
Business Response
Date: 08/29/2025
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 admire you for bringing this matter to our attention and for your continued loyalty to King Soopers over the past 35 years. We deeply regret that your recent experience at our Fresh Fare location in Englewood fell short of the standards you—and we—expect. This is certainly not the level of service we aim to provide to our valued customers.

We sincerely apologize for the long checkout delays, malfunctioning self-checkout machines, and lack of attentiveness from our staff and management. Your feedback is not only valid but extremely important to us, and we take it seriously.

Rest assured, your concerns have been promptly escalated to the store’s leadership team for immediate review and attention. We are actively reviewing staffing levels, employee training standards, and customer service protocols to identify areas for meaningful improvement. In addition, we’re working closely with our customer service department to enhance the complaint-handling process, ensuring that future feedback is addressed promptly and effectively.

Your voice matters, and we appreciate you taking the time to share your experience. If you’re open to it, we’d love to follow up with you directly once we’ve completed our internal review. Please feel free to contact us at ************** (###-###-####) if you have additional details or suggestions.

Thank you again for your feedback and for being a valued part of our community.

Regards,

Kroger Co
Initial Complaint
Date:08/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 11,2025 i went to Fred Meyer fuel and filled up my truck with regular unleaded fuel. After that i went home which was about 3-4 miles away. When i left to go to the store on Sunday July 14, 2025 my truck started losing power while driving and then stalled on me. I had to have it towed to Lithia Toyota in Medford and when they did their diagnostic on the truck to find the issue it was determined that my gas tank was over half full of water. My truck was still on full from filling up on July 11. The dealership told me that there was no other way that water would have gotten into my gas tank. I filed a claim with Fred Meyer and was just notified today that they are denying my claim because they are not responsible for the water getting into my gas tank. I am beyond upset because it caused $1200 in repairs to my truck and they are not taking responsibility for it.
Business Response
Date: 08/28/2025
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 truck got compromised due to the fuel they purchased from Fred Meyers on July 11, 2025. This is not what we want them to experience from us. For further assistance, we ask for them to follow the steps below to be assisted in their issue:

1.File an incident report to the store or fuel center where they bought fuel.
2. Secure the reference number from the report.
3.Directly call our claims department, ******** at ###-###-####

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Initial Complaint
Date:08/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8-26-25 I contacted the customer service help with my account I received two different errors messages one was ****** and the other was account verification the agent told me the error was cleared but everything hasn’t still been verified for the system to acknowledge the verification so I can place my order the agent was giving me the case number but the communication got disconnected
Business Response
Date: 08/28/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer was not able to place online order due to technical issue. Upon checking on the case, the issue was already forwarded relative team last August 27, 2025, and they still working on the customer account to fix the issue. We do apologize for the inconvenience that customer encounter in placing online order, we recommend customer to shop on store as of the moment while we are fixing the customer issue on their account.

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

Regards,

Kroger Co.

Customer Answer
Date: 09/12/2025
Better Business Bureau:

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

(PLEASE TYPE YOUR REASONS HERE)

I just need the company to confirm that my account is in good standard and I shouldn’t have any issues/ errors when placing my orders

Regards,

*** ****

Business Response
Date: 09/18/2025
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 placing an order online. We are working hard to improve our services. After carefully checking all the recorded cases for the customer, it shows that their contact from August 27, 2025 had informed the Kroger Customer Relations Center of their issue. On that case, they were advised that they have removed any blocks from the customer's account and to retry placing an order.

If by any chance the customer will encounter the same issue, we highly advise them to reach out to the mentioned department above via phone 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.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger co.
Initial Complaint
Date:08/25/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Item out of stock and in closeout. They never had the product when I looked for it anyway,
Business Response
Date: 08/25/2025
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 regarding of the out-of-stock items on the store this is certainly not what we wanted for our valued customers. For us to properly escalated the issue to the relative department, may we request to the customer to provide the following information.

1. Item/s that is out of stock
2. Store location
3. Date and time of incident

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

Regards,

Kroger Co.

Customer Answer
Date: 08/25/2025
Better Business Bureau:

1. Item/s that is out of stock Blue Bunny ice cream - I had to go to *******

2. Store location ****** **** ******* ***** *************

3. Date and time of incident Multiple times over a week or so.

Regards,

**** ******

Business Response
Date: 08/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the item the customer wants is not available on their local pharmacy or on their location. We are working hard to provide good service to our customer. We appreciate that the customer is shopping with us and requesting for an item to be available in our stores.

If a product is not available, the customer may request/suggest that we carry a shelf stable product on our Vitacost site by visiting www.vitacost.com/product-request.

Our goal is to bring our customers the best quality products at the best price. To do this, we have to manage our store space well. Each of our brand products must “stand on its own,” meaning it must pay its own way. Each product passes certain criteria to earn its way onto our shelves – including a rigorous tasting panel. It takes a lot of effort and time to discontinue a product, so we don’t do so without good cause. This is why we may only discontinue a product at the store level instead of nationally.

We are unable to ensure to have an item to be in-stock in the store as it depends on the needs, supply and demand of their inventory.

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: 08/27/2025
Better Business Bureau:

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

Regards,

**** ******
Initial Complaint
Date:08/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contact Kroger I was told I could place my order without any errors on my account and I still haven’t issued placed my order and one of the agent was been rude and hang up in my face my loyalty number ************ the error I was receiving was the account need to be verified manually so the system can verify when placed my order that was the agent was doing until the agent end the called on me with no case number
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 regarding of the issue of unable to place online order and mis handle call from our customer service ambassador and that is certainly not what we wanted for our valued customers. For the issue of unable to place online order, may we verify if the customer still has issue on it? After checking on the account customer already had a completed online order which is pick up order last August 27, 2025, with order number *******************. If the issue persists, could you please ask the customer for the error they are getting while placing online order.

For the complaint for the ambassador that hung-up while on call may we ask for the date and time of the incident so we can escalate the issue to the right department and if the customer still remember the name of the ambassador who handle the call.

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

Regards,

Kroger Co.

Customer Answer
Date: 09/12/2025
Better Business Bureau:

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

Regards,

*** ****
Initial Complaint
Date:08/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kroger’s overcharging is making national headlines. Consumer Reports has investigated it, major media have reported it, and even U.S. ******** have written your CEO. I am writing you though, as ******* ******, customer of Kroger store 672.

Kroger’s pricing issues have affected me so often that I’ve had to change how I shop. Overcharges are so routine, nearly guaranteed, that I walk the aisles with my phone out, photographing shelf tags as I put items in my cart.

The absurdity of it! No customer should have to be on guard this way. These photos validate charges, but also are a learned time-saving hack after years of problems where without a pic, I have walked with cashiers back to an aisle, waited at register for cashier to walk around the store to find an item to verify. And even if I’m “saving time” by doing this, I’m still losing time by having to do it at all—on top of the time wasted at the register waiting for an available cashier, waiting for untrained employees to find their manager because they don’t know how to correct it, or, if I catch the overcharge after paying, that I have to wait in line at customer service and explain why I am owed money. Taking photos may blunt some of the hassle, but only because the alternatives are worse—and the dollars and minutes add up.

On 8/24/25, I purchased only 3 items and one was wrong. Corona 12-pack labeled $15.99 rang $16.99. I got my $1, but spent 5 minutes of waiting for the correction.

The true cost of Kroger’s misleading practices is far greater than a single dollar on today’s visit, it's the investment of my time.
Money — lost over the years when I don’t catch the error.
Time — wasted while employees fumble through corrections.
Energy — drained by the constant vigilance required to photograph tags and monitor checkout like a hawk.

Your stores are filled with anti-theft tech and security guards. Yet it is Kroger stealing from its own customers. You steal my time. You steal my money. You steal my energy.
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 sincerely acknowledge the concerns you've raised regarding pricing discrepancies and the impact they’ve had on your shopping experience. We understand how frustrating and time-consuming these repeated issues can be, and we deeply regret any inconvenience caused.

Your feedback is invaluable, and we want to assure you that it has been shared with the appropriate teams for further review and improvement. We are committed to providing a transparent and reliable shopping experience for all our customers.

As a gesture of goodwill and to express our regret for the inconvenience, we had successfully added a $10 store credit to your account. This credit can be used on your next purchase, either in-store or online, and it comes with no expiration date.

To view store credit in your Kroger account, follow these steps:

Sign In: Log in to your Kroger digital account using your email address and password.
My Account: Navigate to the "My Account" section.
Rewards: Look for the rewards or store credit section within your account dashboard.
If you don't see the store credit listed online, it might be reflected on your paper receipt or applied automatically at checkout when you use your Shopper's Card.

How to Use Your Store Credit

**Kroger Delivery or Pickup Your store credit will be automatically applied during the checkout process—no extra steps needed.
*********** Delivery To use your credit with *********:
Add a note in the special instructions box requesting to apply your store credit or message your shopper directly to confirm you'd like the credit used on your order.
At checkout, the cashier will receive a prompt asking whether the credit should be redeemed. The shopper or customer must confirm to proceed.
If using self-checkout, a prompt will appear asking if you'd like to apply the credit—simply accept to redeem.
**In-Store Purchases Let the cashier know you'd like to use your store credit linked to your loyalty card.
**Please Note: Store credit cannot be used for the following items:
Alcohol and tobacco
Money orders and postage stamps
Fuel purchases
Gift cards or certificates
Lottery tickets and promotional tickets
Pharmacy items

We appreciate your continued loyalty and patience, and we remain committed to improving your experience with us.

Regards,

Kroger
Initial Complaint
Date:08/24/2025
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 August 23, 2025, I placed an order through Kroger for 2.2 lbs of sirloin petite steaks advertised for $11.99. However, upon delivery, I received only 1.82 lbs of meat and was charged $21.82—almost double the advertised price. Additionally, the product was not as described; instead of steaks, I received irregular chunks of meat slightly larger than stew meat.

I have attached photos showing the advertisement and the actual product received. This is clear false advertising and overcharging.

This is not an isolated incident. I have had numerous issues with my paid Kroger Plus membership, including:
• Frequent overcharges and price discrepancies compared to advertised prices.
• Receiving poor quality products, including items that are rotten or severely damaged.
• Inability to resolve issues easily through Kroger’s 100% Satisfaction Guarantee because the process is unnecessarily difficult and time-consuming.

When I call customer service, I often:
• Wait on hold for extended periods of time.
• Get hassled or dismissed
• Have been hung up on multiple times before ever speaking to a representative.

The chat option is ineffective because it uses a chatbot with limited menus that cannot resolve most issues. Emailing customer service is also frustrating—it can take up to two weeks for a response, and when they finally reply, it is clear they did not read the original message. They repeatedly ask for the same information (order number, name, loyalty number) that was already provided in the initial complaint, which delays the resolution even further.

This level of service is unacceptable.

Resolution Requested:
• A full refund for the misrepresented and overpriced sirloin petite steaks.
• Assurance that Kroger will address these repeated issues with false advertising, quality control, item mishandling, and customer service.

I expect timely communication and resolution without unnecessary delays or repeated requests for information that has already been provided.
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.

Upon checking, the customer placed the order on August 23, 2025, and the order was delivered on August 24, which possibly caused the price change. Kindly let the customer know that online prices reflect the in-store price on the day that the customer places the order. Some prices may change between the time that the customer places the order and the time it is delivered. The exact price of each item will be printed on the receipt.

I successfully processed $21.82 for Private Selection Petite Sirloin Steak. Please inform the customer that the refund generally takes 1-3 business days to return to the original form of payment.

Thank you for bringing this issue to our attention, and we look forward to serving you better in the future. I hope you have a great day.

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 accept the refund, thank you, however, I do NOT accept the written response because Kroger has not acknowledged, nor fixed, their error which still exists on their app and website. Instead, the response implied that the price discrepancy was caused by me based on the changing sale (ordering the night before the sale ended). That has ABSOLUTELY NOTHING to do with my complaint. It is obvious that my original complain and photos were not viewed closely and a quick refund was given to pacify me. I took a lot of time and effort to provide documentation, so I am not happy about this being turned around to make it seem like I’m at fault. Kroger is advertising a fixed price for meat and it says absolutely nothing about it being the price per pound. Take a look at the newest of photos that shows the problem still exists on Kroger’s app and website. The product name is different than when I ordered, but as you will see, it does NOT say per pound. Look at all of the customers posting false advertising complaints. Own up to the mistake that Kroger has made and fix the issue once and for all. I’m sick and tired of catching Kroger’s mistakes that cheat their customers out of their hard earned money. It’s not right - intentional or unintentional. It is a nightmare trying to contact and receive a timely response from Kroger.

Regards,

****** ****
Initial Complaint
Date:08/23/2025
Type:Delivery 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’m a Kroger Boost member, and my upcoming order for August 20, 2025 was a complete disaster. EVERY SINGLE FROZEN ITEM—16 IN TOTAL—WAS MARKED UNAVAILABLE, and not one substitution was offered. These were all common brands.

Adding to the confusion, I was notified the night before delivery—which has never happened in any of my past orders. I usually receive out of stock notifications a few hours before delivery in the morning. This change in timing, paired with the total failure to fulfill or substitute ANY frozen items, suggests a serious breakdown in the system. Maybe the frozen section broke down, I don't know.
I called customer service, and the representative had to contact the warehouse. The only thing I was told is that there was “no explanation” for what happened, and that if I picked substitutions, they would’ve tried to fulfill them. But I DID CHOOSE SUBSTITUTIONS, and the app still showed 0 FULFILLED. That’s not acceptable.
I canceled the $175 order because I no longer trust the fulfillment process. I’m frustrated and disappointed. This doesn’t feel like a normal out-of-stock situation—it feels like a system failure.
Boost members deserve better.

I sent a message using Kroger's contact form asking Kroger to escalate this matter to a manager to explain to me exactly what happened that would cause all 16 of my frozen items from a variety of brands to be out of stock. The answer I received was: "..., this is an automated message asking if you still require assistance on this matter." That answer in and of itself is a problem.
Business Response
Date: 08/25/2025
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 regarding of out-of-stock item for frozen product and offer a substitution, this 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.

For the inconvenience I already added $30 credit on customer account. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit". For Instacart delivery for you to use the store credit please make sure that you will advise directly the shopper that you want to use your store credit.

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

Regards,

Kroger Co.

Customer Answer
Date: 08/25/2025
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. Thank you.

Regards,

******* ********
Initial Complaint
Date:08/23/2025
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.
I am a regular at Kroger. I was at one in particular this morning, between 6:10 and 6:32 am, **** ***** ******* *** ********* **. After spending time shopping for some items, 18 to be exact, to include a sympathy card for a funeral that I am attending later today. I am not interested in the slightest bit of using a self-checkout!! Not in the slightest!!! I stood in an aisle with the ropes up and there was a young lady just chit chatting with someone; this same young lady was near the entrance when I walked in, and I spoke and she did not speak back. There were literally three other customers that I ran into in the store during that time!! I asked the same lady what register was opened. She said none. I said well I don’t know how to use self-checkout. She said she would show me. She proceeded to show me one of the items I had in my basket and told me to simply scan the bar code!! She could've done this since she wasn't doing anything. Instead, I had to do it myself, and put my customer number in, and scanned two items before I said, you know what. Thanks for wasting my time. I’m not here to do your job. Go ahead and put the stuff up since you’re not doing anything anyway, and proceeded to walk out. My age shouldn’t matter, but I’m 53 years old!! If I’m employed by Kroger, that’s one thing. But I’m not!! Maybe if I was 80, someone would’ve opened a register!! I served our country, and been in Customer Service for over 35 years!!! Never at any time, if you are OPEN, YOU SHOULD HAVE AT LEAST ONE REGISTER OPEN!!! THAT’S JUST COMMON SENSE!! I go shopping all of the time at 6 am, *******, Kroger, alike because I don’t like a crowded store. I have had to endure only having the one register open at that time of morning, which is what it is; because early shoppers just don’t deserve quality customer service, according to you all. But you better open up a register when asked!!! I have never been more disgusted, furious and annoyed at the same time.
Business Response
Date: 08/23/2025
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 that your visit to our Kroger Marketplace at **** ***** ******* ** left you feeling frustrated and disappointed.

We understand how frustrating it must have been to encounter limited staffing at checkout and to feel dismissed during your interaction with our associate. Your feedback is deeply valued, and we apologize for the inconvenience and disappointment this caused—especially on a day of personal significance to you.

Please be assured that your concerns have been forwarded to the appropriate store leadership for review and corrective action. In addition, we kindly recommend that, should you encounter any issues in the future, you reach out directly to the Customer Service desk or request to speak with a Supervisor or Manager on duty. This will allow the matter to be addressed promptly and appropriately at the store level.

We appreciate your loyalty and your many years of service in customer care and to our country. Your voice matters, and we are committed to ensuring that every customer feels respected and supported.

Thank you again for bringing this to our attention.

Regards,

Kroger Co

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