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:08/23/2025
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.
Yes, on August 19, 2025, I proceeded to my local Krogers grocery store to complete my bi-weekly shopping trip. During this shopping trip, I specifically made the correct purchases required to earn cash back rewards that are usually added to my account (Rewards Account #: ************) within a few days in order that I may transfer that balance to my *** *** Account. Once again, I find it necessary to reach out and seek appropriate redress through your organization for Krogers neglect in providing the cash back I already earned through my purchases on this shopping trip. Specifically, I still have not received the $18.00 cash back I earned for my purchases made on August 19, 2025. The following are the items purchased, and respective cash back earned:

Dove Men + Care item @ $3.00
Arm & Hammer Toothpaste @ $2.00
Rana Raviola Pasta @ $1.00
STEM Insect Trap Starter Kit @ $5.00
(2) Axe Deoderants @ $7.00

The total cash back earned, as you can see from above, is $18.00 and I am requesting that the missing $18.00 in my account be added immediately and that these constant extra efforts I must take to secure the rewards I earned, cease. I have contacted Krogers on this issue already with no response as of yet. Also, I have included a copy of my cash register receipt with the date and respective items I earned cash back on and have listed above. Thank You
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 not receiving cashback and that is certainly not what we wanted for our valued customers. Upon checking customer had the transaction last August 19, 2025, and reported the issue through Better Business Bureau last August 25, 2025. The cash back is usually can take up to 7 days before redeemed offers (qualified purchases) are available to cash out. We recommend customer to check again the cashback 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: 08/26/2025
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.

Per Kroger's pitiful excuse for not honoring their commitment; I have done as they have said and checked my cash back account today (exactly the 7 days they alluded to in their response and it still shows $00.00). This is typical of Kroger's continued efforts to steal from its loyal consumers - by giving some response to the local BBB they know will be closed and they will not have to follow-up on and honor! I will be making another formal complaint to ****** Attorney General and the Federal Trade Commission for Deceptive Business Practices; my understanding is a few more complaints will automatically put this company on the list for investigation by initiating CID- Civil Investigation Demands! So, Kroger go on and keep ripping off your consumers and the manufacturers who reimburse you for the Cash Back you say you provide; your time is coming not only for this but your DEI policies; which I have also turned you in under Trump's anonymous reporting program to go after Large companies who have those policies still advertised~!

Regards,

******* *******
Initial Complaint
Date:08/22/2025
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.
The Dillons gift card mall shows 4x fuel points on gift card purchase. I puchased a card for $100 and only received 200 points. I've asked customer service for the other 200 points 3 times.
Business Response
Date: 08/22/2025
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.

Regarding of missing fuel point in buying gift card with 4x fuel points, we just need more information for further investigation. May we request the customer to provide the follow information:

-Date and time of Transaction
-Loyalty card number used in the transaction

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

Regards,

Kroger Co.

Customer Answer
Date: 08/23/2025
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.

Also missing 400 points from another order listed below.

-Date and time of Transaction 08/18/2025 14:48:57, and Aug 19, 2025 12:37PM
-Loyalty card number used in the transaction **********

Thank you for your gift card purchase on Kroger Gift Card Mall! Please find your order details below:

View Order #********

ORDER DATE: 08/18/2025 14:48:57

ORDER TOTAL: $100

Thank you for shopping with Kroger! Your order is on its way.
Transaction date Aug 19, 2025
Order ID ********
ORDER SHIPPED TO:
*** * ****** **
********** ****** *****

Your package is being delivered by USPS. Please note that it may take up to 24 hours before your tracking number displays any information.

SUB TOTAL: $100
TOTAL: $100
Thank you for your gift card purchase on Kroger Gift Card Mall! Please find your order details below:

View Order #********

ORDER DATE: 08/18/2025 14:48:57

ORDER TOTAL: $100

PAYMENT: ******

Save 15% off a $100 **** Beauty eGift Card

$100

Regards,

***** ****

Business Response
Date: 09/06/2025
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 did not receive the expected 4x fuel points for the gift card they purchased on August 19, 2025. We are working hard to assist our customers with the issues they encountered during their shopping with us. Upon carefully verifying the customer's online account, it appears that the customer does not have a downloaded 4x fuel points coupon for gift card purchases, which explains why they did not receive additional fuel points for it.

Please be informed that a coupon will be required to get 4x fuel points for gift card purchase may it be an in-store purchase or online order before completion of the transaction. As courtesy, 200 fuel points will be added on their current month. This will give their September fuel points to total of 250 fuel points that will expire at the end of next month.

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: 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.

That's bull. The digital coupon has nothing to do with gift card orders from their gift card site. The gift card site showed 4x points as shown in the documents. That's false advertisement. Their were two orders that did not receive the 4x points from their gift card site.

Regards,

***** ****
Initial Complaint
Date:08/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against Kroger – Expired Food Products Sold at *********, ** Location

I am filing this complaint regarding a very serious issue that occurred at the Kroger store located at **** * ********* ****, *********, ***** ***** on August 17, 2025.

During my visit, I purchased a Yoplait yogurt from this location. After opening it and consuming part of it, I noticed that the texture and taste were unusual and unpleasant. Out of caution, I checked the packaging and confirmed that the yogurt was expired, with a printed date of “Best By 29 JUN 2025.” This was extremely concerning, as expired dairy products pose health risks to customers.
This indicates that expired products are not being monitored or removed in a timely manner across multiple categories, raising serious concerns about food safety at this location.

It is unacceptable for a large grocery retailer such as Kroger to allow expired items to remain on shelves, especially perishable products such as yogurt, which can cause foodborne illness. The fact that I had already consumed part of the yogurt before realizing it was expired has caused me distress, concern, and loss of trust in Kroger’s ability to ensure customer safety.

This situation highlights negligence in inventory rotation and quality control at this store. I am requesting that Kroger be held accountable for selling expired products, and that corrective action be taken to ensure expired items are immediately removed from the shelves. Customers deserve to know that the food they purchase is safe and fresh, not past its expiration date.

I have retained the expired products and photos of the expiration dates as proof of this complaint. I am seeking an investigation into this matter, accountability from Kroger management, and appropriate remedies for being sold and consuming expired food.
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 expired product food product, this is certainly not what we wanted for our valued customers. Rest assured that the issue was already escalated to the relative department. 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.

May we also ask for the best callback number of the customer? Last August 20, 2025, one of our relative is trying to call the customer but the phone number provided (###-###-####) has been disconnected and no longer in service.

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
I have reviewed the response made by the business in reference to complaint ID ********, and I must respectfully state that this does not resolve my complaint. Please see below my reasons for rejection:

Despite the business’s claim, I did not receive any communication on my new cell phone. In fact, I had to take the initiative to call the store myself regarding this issue. During that call, the store manager confirmed that the Store Lead, Shelby, had not informed higher management of the matter. This is concerning, as it suggests a breakdown in accountability and communication within the store’s leadership.

This issue should not have been disregarded or delayed, as it presents a clear health risk to customers. Expired food on store shelves—particularly when it is months out of date—demonstrates a lack of proper product monitoring and quality control. Customers could become seriously ill as a result of such negligence.

While the store manager took down my name and my new cell phone number during my call, I have still not received any follow-up communication—no phone call, no text, and no email—despite assurances that someone would reach out to me.

Given that I had to call in to be heard, and considering that the Store Lead failed to escalate the issue to higher management, I remain deeply concerned about the store’s handling of this matter and its overall commitment to customer safety.

Business Response
Date: 08/28/2025
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 do apologize if the investigation taking too long regarding of the issue of the customer. We do apologize if the customer still not receiving a phone call update regarding of the escalated issue. Upon checking on the case it was already escalated to the division management team. We would greatly appreciate the customer's patience with this, and rest assured that the proper feedback and resolution will be shared once this is completed.

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: 09/02/2025
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:08/20/2025
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.
Complainant wishes to report unscrupulous conduct at the store located at **** ******* *** ******* **. Their refusal to offer rainchecks for unavailable items is creating friction for customers. On the evening of 7/3/25, Complainant requested 3 rainchecks. The lady at the front desk refused. She advised Complainant that they “might” have some the next day. The grocer has been advertising a number of promotional items that are out of stock. The FTC requires that retailers have advertised products in stock and available at the advertised price. The rule was established to prevent overpricing & unavailability of advertised items. However, a retailer would be in compliance of the FTC rule if they offer a raincheck, order sufficient quantities to meet anticipated demand, or offer a comparable product. The grocer is NOT in compliance with the FTC rule & their own policy by refusing to offer rainchecks. The grocer should be mindful that some customers are elderly & disabled. (I am aging & disabled and take **** to visit the store 20 mins away). Complainant is angry about it. Retaining & attracting customers are paramount when businesses rely on a customer’s wallet for their existence. It’s EGREGIOUSLY WRONG to ask us to return to the store before the promo period ends. Due to soaring grocery prices, the customer was essentially denied access to budget-friendly food. It has been an ongoing STRUGGLE to obtain rainchecks at the store for eligible items. In the few instances, when rainchecks are offered, customers are prohibited from using them at other stores, even if the originating store is struggling to replenish their stock, or if customers, (disabled, aging or not), happen to be shopping at another location. A business should always make it easy for customers to return to their store and issuing rainchecks is the best way to accomplish that goal. It’s a win-win situation because customers may likely buy additional items when they redeem their raincheck.
Business Response
Date: 08/21/2025
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 this matter with the assistance of the BBB. We sincerely apologize for the frustration and inconvenience you encountered during your visit to our store at 4271 Buckley Rd, Aurora, CO.

We understand your concern regarding the refusal to issue rainchecks for promotional items that were out of stock. Your feedback highlights an important issue, especially considering the challenges faced by aging and disabled customers who rely on accessible and budget-friendly shopping options.

As part of our commitment to honoring promotional offers and ensuring a fair experience for all customers, we’d like to clarify our raincheck policy:

All stores will accept a valid raincheck from any store or division.
Rainchecks are single-use and cannot be returned to the customer once redeemed.
Each product requires a separate raincheck form.
Rainchecks are processed using the price override key at checkout.
Completed rainchecks are retained at the store level with weekly paperwork.
All coupon limits must be followed when redeeming a raincheck.
There is a quantity limit of 5 per item.
Raincheck forms are valid for 30 days from the date of issue.

We hope this helps clarify the process and reinforces our commitment to making promotional items accessible, especially when inventory is limited.

Please know that your comments have been shared to the appropriate team for careful consideration. We recognize the importance of adhering to promotional policies and ensuring compliance with FTC guidelines, which include offering rainchecks or comparable alternatives when advertised items are unavailable.

We welcome your feedback because our customers are essential to our business. We truly value your loyalty and advocacy, and we’re committed to improving your experience. Thank you again for bringing this to our attention.

Regards,

Kroger Co
Customer Answer
Date: 08/28/2025
Better Business Bureau:

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

This issue of stores refusing to issue rainchecks is not new. The business states that they have “shared”
my complaint with the “appropriate team”.
In the interest of fairness, it would be more effective to send out a
memo to store management of ALL stores to remind them of the raincheck
policy. There is a possibility that Complainant
and other customers will keep running into the same issue if OTHER stores are
not reminded of the policy. Everybody needs
to be ON BOARD. Further, stores are not thinking
outside the box. They should make every
attempt to get returning customers, and, issuing rainchecks is one of the best ways to do that. When the
customer returns to redeem their raincheck, there is a good chance they will do
additional shopping. A win-win. In any
event, it is cruel to turn away customers, (young, old, disabled or not) when
they request rainchecks. Customers are
already losing out because the store’s policy is not to issue rainchecks for “digital
coupon” items. However, the 2
unavailable items that prompted a raincheck request was for advertised items that
did not require a coupon. Lastly, during
the labor dispute these same grocery workers who are now mistreating customers,
were asking customers to support them by shopping at other grocers. Unfortunately,
they are looking out for themselves and not the customer.

Regards,

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

Business Response
Date: 08/29/2025
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 of the customer regarding for the raincheck policy at the store that is certainly not what we wanted for our valued customers. Rest assured that we already forwarded the feedback to the relative department regarding of the raincheck policy. Our division team will make sure that our store will follow our raincheck policy for every stores. For the inconvenience of the customer, I added $10 store credit on the 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 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: 09/06/2025
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 accept my sincere thanks for the account credit. Please be advised that although I am satisfied with the outcome, I will be putting your resolution to the test. In the event, I encounter ANY problems in the future regarding raincheck resistance, another complaint will be filed. Thank you.

Regards,

********* *****
Initial Complaint
Date:08/19/2025
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 formal complaint because of the mistreatment, racial discrimination, and trauma that occurred at Kroger on On July 21, 2025, I was bullied, disrespected, falsely accused, and banned from a store where I had been a loyal, respectful customer every single day. Worse, my 2-year-old niece and nephew were traumatized by a grown man yelling, cursing, and lunging over them.

This was not just mishandling—it was racially biased, dangerous, and unprofessional. I want to begin by making one thing very clear: I am a loyal Kroger customer. For over six months, I visited this exact location twice a day, every day to buy a drink from *********. I also shop for groceries here several times a month, both for my home and on behalf of the nonprofit shelter where I work as a certified social worker. I never caused trouble, never disrespected staff, and was always friendly to ********* employees who know me well.
Since this incident, I have been banned from this Kroger, and now I have to go to the Kroger on Alexis Road. I’ve gone there multiple times since and, just like before, I have never caused a problem. That proves my character: I am not disruptive. I am a respectful customer, and what happened on July 21 was not only unfair but traumatic for me and, more importantly, for the two small children who were with me.
I called Kroger’s corporate complaint line (###-###-####) the same day.

I filed a police report because of the lies being spread and the trauma caused to the children.

To this day, I have never received a call back from any store manager or district supervisor.
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 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. Upon checking on the issue with case number ******** the issue was already escalated to our division management team. 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.
Initial Complaint
Date:08/19/2025
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 am filing this complaint against Kroger, Inc. for repeated delivery failures and refusal to issue refund or credit despite clear evidence of their mistakes.

My first Kroger order to my ******** residence was delivered successfully. Then, I placed two orders to my ******* address—both were misdelivered. Kroger refunded the first ******* order as store credit, which I used for the second order. That second order was also misdelivered.

Kroger’s own delivery driver photos show incorrect delivery locations, and my own photos and ****** Street View confirm these deliveries were not made to correct address. The ****** Street View link for the address in question is:
****************

Despite this, Kroger refuses to refund or credit me for the second failed delivery.

As a result, I have lost the funds for both undelivered orders. I have spent considerable time trying to resolve this issue with Kroger to no avail, which has caused frustration and financial loss.

Kroger’s action of accepting payment/store credit but failing to deliver goods, then denying rightful refunds despite evidence, is unfair and deceptive.

I request the BBB to assist in resolving this by urging Kroger to issue proper compensation and improve their delivery and dispute processes.
Business Response
Date: 08/21/2025
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 careful review of all the recorded cases of the customer for the order that they did not receive. Our refund team has noticed that the customer has had multiple issues with their online orders lately related to not receiving all the items ordered. With research we found the package weights are consistent with the carrier tracking/delivery statistics. We apologize but no credits or refund will be processed for the customer.

We are sorry but, this is something out of our control and we are unable to override the decision of our refund team. For now, all refunds will be coordinated with the in-store team.

Regards,

Kroger Co.

Customer Answer
Date: 08/21/2025
Better Business Bureau:

I’ve reviewed Kroger’s latest reply regarding complaint ID ********, and it still fails to address my concerns. It’s clear the company hasn’t properly considered any of the evidence I have repeatedly presented. Out of three delivery attempts, two were sent to the wrong address. I shared street view images of my actual home, photos of my door, and compared these with the driver’s delivery photos—which clearly don’t match my property.

The refunds I received were issued as store credit, which I used for another order that, once again, was not delivered correctly. Although I’ve cancelled my Boost membership, I still have not been reimbursed for the most recent order. It feels as though Kroger’s representatives are reciting policies rather than actually reviewing the facts that could resolve this case.

The latest response is frustrating; Kroger claims a delivery was made, but the evidence I’ve supplied shows it wasn’t made to my address. This experience has soured my impression of Kroger’s service, especially given the apparent lack of customer care. I’ve already reported the issue to the FTC, and I intend to pursue this until I am properly compensated for my lost funds.

I respectfully ask that someone at Kroger genuinely examine the photo evidence I and the drivers provided, along with ****** Street View, to see that two out of three orders went to the wrong location. As a customer, there is nothing further I could have done—the delivery team simply didn’t get it right, and my community has several similarly numbered courts. No other service has had this issue. It’s unacceptable to shift blame to me rather than acknowledging and apologizing for these mistakes.

Sincerely,
**** *******

Business Response
Date: 09/03/2025
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 customers have their very own threshold of refunds. Once this threshold is reached, further review and verification have to be done for the whole account to determine if a refund can be issued. There is a separate department that solely does these reviews with the fulfillment team and dispatch department. The result of the thorough collaborative review is that your account unfortunately shows a significant number of credits issued that fall out of scope of our policy.

While we understand one size does not fit all, and issues or concerns may arise with our products or services, we at Kroger are truly committed in addressing and resolving the concerns of our customers. We understand that this may be disappointing, and we want to assure you that this decision was made following a careful review of all relevant information.

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.

I reject this response because it does not address the core facts of my complaint.

Kroger acknowledges that I have reached a “threshold” of refunds but continues to ignore the reality that in both of these specific cases, no delivery was ever made to my address. The delivery photos provided by your own drivers clearly show the wrong location, making it indisputable that I never received the groceries I paid for.

Therefore, keeping my money, credits, and promotional coupons while failing to deliver the groceries amounts to charging me for services that were never rendered. From the consumer’s perspective, this is theft — plain and simple.

Your reply references an internal review process, yet you refuse to provide the contact information for the correct department or decision-makers who supposedly evaluated my case. I am requesting full disclosure of the following so this matter may be properly escalated:

•The name and contact information (phone/email) of the department responsible for refund threshold reviews.

•The name of the supervisor or director overseeing these appeals.

I am not asking for anything unreasonable — simply the restoration of the credits, coupons, and funds I used to pay for groceries that your own evidence proves I never received. Until this is resolved fairly, I will pursue the matter further as a case of Kroger accepting payment without providing service.

Sincerely,

**** *******

Business Response
Date: 09/06/2025
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 for the inconvenience. As advised on the previous responses, we keep and follow a certain process and policy so that all things will be fair to all customers. As for the customer's case, they have reached and exceeded the limit for their online account that resulted for the denial of their refund request from August 10, 2025, purchase.

We would like to inform them that a proper and fair investigation was done for their concern and that we do not have an option to forward any contact information nor a name of representative from the team that reviews these cases. Adding back of the store credits is equivalent to having the amount of the purchase refunded, hence this is also not possible.

We are really sorry, but this decision is something we can no longer override or reverse and this is already final. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers.

Regards,

Kroger Co.

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.

I reject this response in the strongest possible terms.

Kroger has now openly admitted that they charged me for groceries that were never delivered to my home — and yet they refuse to restore the money, credits, or coupons that I used to pay for them. Your own drivers’ photos prove the orders were misdelivered to the wrong location, so there is no question of whether I received the service. I did not.

To keep my money while failing to provide the groceries is theft. To then hide behind a blanket “policy” to deny refunds is not only unethical but shows deliberate disregard for documented facts and evidence. No “fair investigation” can conclude that keeping payment for undelivered groceries is acceptable. That is not fairness, that is stealing.

What is further outrageous is that Kroger refuses to provide any contact information or names of the department that allegedly reviewed my case, leaving me no transparent means of escalation. That refusal alone raises serious questions about Kroger’s accountability and practices toward its customers.

What makes this even more absurd is that the total amount in question is roughly $100. To lose a customer for life over two admitted misdeliveries and such a small sum is ridiculous, short-sighted, and shows how little Kroger values its customers.

This is not a matter of “policy.” This is a matter of Kroger taking money for goods and services that were never delivered. That practice is predatory, unacceptable, and should concern any regulatory body that oversees commerce and consumer protection.

I am demanding the immediate restoration of the funds, credits, and coupons lost due to these misdeliveries.

Regards,

**** *******

Business Response
Date: 09/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sincerely sorry for the inconvenience of the not being able to get the refund of an order they did not receive. We are working hard to improve our services. We would like the customer to know that a request of review has been submitted prior of this response on the customer's concern form their last online order they did not get. Upon careful, a decision came up and the refund team has added $104 store credits to the customer's shopper's card ending in ****.

We understand the frustration and disappointment of the customer due to the multiple replies they sent for this issue. Please accept our apologies for any inconvenience this may have caused, as we continue to uphold our policies with the intention of ensuring fairness and consistency for all our valued customers.

We 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.
Initial Complaint
Date:08/19/2025
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 was treated very poorly by a pharmacy tech whom apparently was having a bad days she walked away from the window and refused to take my order. she said i was being rude because i was there 5 minutes after the time i was told my medication would ready? i simply was inquiring about it. when i went inside the store, she refused to help me there as well. the pharmacist on duty immediately took her side and asked me to leave. i called to speak to a manager, where the pharmacy tech called me a b***h in front of another customer. i am a nurse and i am very very very well aware this behavior is completely unacceptable. the employee was rewarded and i was asked to change pharmacies. absolutley unacceptable. and beyond that no call from management or the store. i will not stop. i will call weekly. it is
mind boggling. that woman does not deserve a job. i have it recorded as well. good luck kroger. i would like a contact and for a professional to explain to me how an employee of a pharmacy can call a customer a b***h and still have a job??????????
Business Response
Date: 09/05/2025
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 your experience and interaction with the customer's local pharmacy 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.

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: 09/09/2025

The company has not reached out to me or responded to the behavior of the technician who refused to help me and also called me a "*****" in front of another customer. I do not accept the response whatsoever.
Business Response
Date: 09/12/2025
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.

Based on the pharmacy's response on our escalation to their management, it appears that the prescription should have been ready by 4 and the customer arrived at 4:05 pm. The pharmacists or pharmacy employees at that time tried to assist the customer and the customer asked for the supervisor on duty. The supervisor on duty went down and proceeded to finish the customer's scripts at 4:11 pm. They stated that there was an interaction that occurred between the customer and the pharmacists during the process of completion of their prescription. This resulted for the decision of the supervisor on duty to advise the customer that they may need to transfer their prescription refill and that they won't be allowed to fill up their prescription to their pharmacy.

We would like the customer to know that we back up the decision of the pharmacy and we do not have the authorization to override their decision on this matter. The pharmacy is currently waiting for the customer's arrival or advise to have their prescription refill be transferred.

We understand that this is not what they expected to experience, but we apologize as we can't change the pharmacy's decision on this one. Please accept our apologies for any inconvenience this may have caused, as we continue to uphold our policies with the intention of ensuring fairness and consistency for all our valued customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Initial Complaint
Date:08/18/2025
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.
K
Date: August 9, 2025
Subject: Disputed Transaction - Unauthorized $977.77 Charge

I am writing to dispute a transaction on my fuel card ending in **** for an amount of $977.77. The transaction took place on August 6, 2025, at FOOD4LESS FUEL **** in *** ******** **, and the transaction ID 9is *************.
I was attempting to purchase fuel, and after a small amount was dispensed, the pump stopped. The total for this initial transaction was $7.45. However, I was charged $977.77. I believe this is an error, as I never received or authorized that quantity of fuel. The attached receipt shows the transaction for the small amount of fuel that was dispensed. This charge has since cleared and is no longer a hold.
This is causing me significant frustration and financial hardship. I would appreciate it if you could investigate this matter and reverse the erroneous charge immediately. Please contact me at your earliest convenience to discuss a resolution.
Thank you for your prompt attention to this matter.
Business Response
Date: 08/20/2025
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.

When gas is purchased at a pump, companies like **** and ********** ask stores to put a temporary hold on the card to make sure the card is real and there is enough money to pay for the gas. To avoid the hold, customers can pay a specific amount for gas with the fuel center attendant. The amount can be from $1.00 to $150.00 only. We encourage customers to contact their bank or financial institution for any unauthorized charges.

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:08/16/2025
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 on 8-15-25 about my account place an order I received error code 9547 and that my account need to be manually verified so I can be able to place my order the account need to be manually checked and clear of errors the agent I spoke with told me everything was clear and verified be I was still having issues placing my order I ask for a case number the agent didn’t provide it to me and hang up in my face which I find that very rude my loyalty number ************
Business Response
Date: 08/17/2025
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.

We are sorry that the customer is having difficulties placing an online order. We are working hard to improve our services for our customers. We are unable to verify any recorded cases that is related with them not being able to place an online order based on the details they attached in their concern in the BBB platform.

If they are encountering the same error code, for better assistance, they need to reach out directly to our Kroger Customer Relations Center 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. They are the only department that can handle issues related to the error code mentioned.

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: 08/19/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

I have contacted Kroger the number I was given they tell me everything on my account will be cleared of any errors code but still have no one to resolve this matter but it still unsolved and no one from the management even try to contact me on this matter if they was very concerned about my issue on this

Regards,

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

Business Response
Date: 08/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We understand the customer's frustration on this matter. We are working hard to improve our services for our valued customers. As advised from the previous responses, this is something beyond our service area and we have limited to no information to assist the customer in this issue. Also, we have not seen any recorded cases that customer contacted our Kroger Customer Relations Center after they filed the complaint through the BBB portal.

As much we want this to be resolved, we do not have the right resources and tools to fix the issue. We highly suggest contacting directly the mentioned department above via phone at 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 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:08/15/2025
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.
7/20/25 - Ordered for 7-8AM delivery for 7/21
7/21/25 - No order, called Kroger cust svc and was told delayed till 230. Order was cancelled case# ******** and I was assured charges would not be assessed.
7/22/25 - 165.02 was charged to my account
7/24/25 - Dispute w/***
8/4/25 - Chat w/Kroger online case# ******** stated she initiated a refund to be recd w/in 2-5 business days.
8/10/25 - Call w/store Mgr and cust srvc - returned my call confirming refund was in process

8/11/25 - Call to *** to check status, stated no dispute on file, to which I provided the dispute number, states Kroger has not replied. Case# ************ At that time was told 45-90 days for dispute to resolve.

Call to Kroger ref# ******** - was told that on 7/29, a refund was sent back to my card Adjustment# ********. She proceeds to state that on the same day, *** did a "charge back" for the same amount, stating Kroger had fulfilled their duty and would not be refunding my account.

During this time, I was assessed an overdraft and was short on my **** ****** budget, thereby, my payment arrangement was cancelled and barring payment of 1500, up for disconnection.

Between 8/10 and 8/15/25, I have spent around 20 documented hours on the phone with *** and Kroger. Each conversation ends with being told to call the other entity. As stated above, this is now snowballing into a threat of not having electricity or AC during the hottest time of the year, in part, due to missing this 165.02 from my budget. There are not enough characters available to list the names, reference numbers, and times of my many calls, but I am more than happy to provide screenshots if necessary.

8/15 Call to Kroger corporate office, was told by "Financial experts for many years" that the refund was processed on 7/29 and that was that.

8/15 Call and chat w/*** states they have had NO monies transferred into the account and NO charge back was done.

Absolutely zero activity or accountability from Kroger.
Business Response
Date: 08/16/2025
Thank you for contacting the Kroger Executive Office. We’ve received your concern submitted through the Better Business Bureau and appreciate the time and effort you’ve taken to bring this matter to our attention. We’re grateful for the opportunity to address your online order dispute with their assistance.

We understand how frustrating this experience has been and sincerely apologize for the inconvenience and stress it has caused. Please know that this is not the level of service we strive to provide, and we regret that we fell short of your expectations.

We’ve reviewed your case thoroughly and would like to confirm the following:

Disputed Order Details
Order Number: *******************
Disputed Amount: $165.02
Chargeback Reference: #******
Adjustment Number: ********
Adjustment Amount: -$165.02
Adjustment Forced Settle Date: July 29, 2025

As per our finance team. they accepted the dispute and processed a refund for the full amount of $165.02 on July 29, 2025. This refund was issued through a chargeback adjustment and should be reflected in your account.

If you are still not seeing the refund in your account, please contact your bank (***) directly and provide them with the Chargeback Reference #****** and Adjustment #********. Your bank may need to reconcile the transaction on their end or confirm the posting timeline.

We understand the urgency of your situation and want to ensure this is resolved as quickly as possible.

Thank you again for bringing this to our attention. We value your business and are committed to helping you resolve this matter.

Regards,

Kroger Co
Customer Answer
Date: 08/18/2025
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.

As stated in my complaint, *** bank has not received communication or funds from Kroger. Per my call this morning with ***, with Asia in Client Relations and Escalation department, there has been nothing refunded to the card.
Clearly, this matter has not been thoroughly reviewed by Kroger or you would have seen, per all of the phone calls and case numbers, that my very explicit complaint is lack of a refund. I want proof of deposit, including the date and time that it was electronically accepted and confirmed as such, by ***. Someone from Kroger can reach *** at ###-###-#### to discuss the lack of refund.
Included in my original complaint are the transaction and case numbers referenced in Krogers response.
Per ***, once again, NO FUNDS HAVE BEEN CREDITED TO THE CARD ENDING IN ****. I have given the transaction number as well as what Kroger has referenced as a *** charge back number and neither are recognized by ***.
Furthermore, Kroger has actively encouraged me to close my dispute with ***, saying they have refunded and essentially my words, calls, and bank information means nothing.
Escalation is requested.

Kroger is making assertions of a refund that does not exist and my expectation is that someone will take accountability and look into this further. Their system has in my opinion, canceled the refund and it is in an 'in between' place within Krogers accounting system and I expect for someone at Kroger to figure out where the 'break' occurred.
Regards,

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

Business Response
Date: 09/04/2025
Thank you for contacting the Kroger Executive Office. We’ve received your concern submitted through the Better Business Bureau and appreciate the time and effort you’ve taken to bring this matter to our attention. We’re grateful for the opportunity to address your online order dispute with their assistance.

As per thoroughly checking your dispute along with our finance team, for the information below, the dispute has been accepted and a full refund amounting to $165.02 has been processed on July 29, 2025. This refund was issued through a chargeback adjustment. Kindly provide the chargeback reference #****** and Adjustment #******** to your bank and they should see it on their end.

Disputed Order Details
Order Number: *******************
Disputed Amount: $165.02
Chargeback Reference: #******
Adjustment Number: ********
Adjustment Amount: -$165.02
Adjustment Forced Settle Date: July 29, 2025

We understand the urgency of your situation, and we really do apologize for inconvenience that this has caused.

Thank you again for bringing this to our attention. We value your business and are committed to helping you resolve this matter.

Regards,

Kroger Co

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