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

1,678 total complaints in the last 3 years.
534 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:10/05/2024
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.
On 07/08 I reported via phone that I had found a foreign object in a jar of Kroger peanut butter. I was transferred to a supervisor who made sure that I was not harmed, which I was not. I was told that I would receive a $10 coupon, which I have not received. I called on 08/05 and 09/05 to report that I had not received the coupon. Both times I was told that it could take 12 weeks. That time has passed and still no coupon. 12 weeks is an unreasonable time for a reputable company, especially for a significant grievance.
Business Response
Date: 10/08/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We understand your preference for a paper coupon, but we would like to offer you an alternative solution that will save you from the long wait. Instead of issuing a coupon, we can add the equivalent amount as store credit directly to your Kroger account. This way, the credit will be available immediately for use on your next grocery purchase, with no expiration.

To proceed with this option, you’ll need to have a loyalty card number linked to your account. If you don’t have one yet, you can either:
1.Provide us with your existing Kroger loyalty card number (it can be requested from the store), OR
2.Sign up on the Kroger website [www.kroger.com]. Once you create an account, the system will automatically generate a digital loyalty number for you. We can then add the credit to your account.

Please let us know how you’d like to proceed, and we’ll be happy to assist you further.

Rest assured 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.

Regards,

Kroger Co.

Business Response
Date: 10/15/2024

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers trust and satisfaction are of utmost importance to us, and it is disheartening to learn that we fell short of meeting customer expectations.

To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the loyalty account that can use on next purchase. Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card (************) or ALT ID (**********) to cashier and let our staff know that you have a credit to use.

We value customers feedback greatly as it helps us identify areas for improvement, and we are committed to making the necessary changes to prevent such occurrences in the future.
Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 10/17/2024
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:10/05/2024
Type:Facilities 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.
Kroger Corporate Office
**** **** ****** *********** ** *****
Subject: Formal Complaint Regarding Store Conditions – Kroger Location at **** * ******* **, ******* ** *****

Dear Kroger Corporate Management,

I hope this letter finds you well. I am writing to formally bring to your attention an ongoing issue at the Kroger store located at **** * ******* **, ******* ** *****. For quite some time now, I and many other customers have noticed a persistent and unpleasant odor inside the store. The smell is overpowering and highly off-putting, affecting the shopping experience. In speaking with other shoppers, it has become clear that this issue is deterring customers from returning to this location.

As a loyal customer, I am deeply concerned about the negative impact this is having on the store's reputation and customer retention. I would like to suggest a few possible solutions to address this problem:

1. Regular Store Deep Cleaning: A more frequent and thorough cleaning schedule, especially in areas where odors are more prominent, could significantly reduce the smell.

2. Improved Ventilation System: Assessing and upgrading the store’s ventilation system might help circulate air better and minimize any unpleasant odors.

3. Proper Waste Management: Ensuring that trash areas, especially in food sections like produce and meat, are cleaned and emptied regularly could help prevent foul smells.

4. Routine Inspections: Having a team routinely inspect the store for potential sources of the smell, such as spoiled food or plumbing issues, could help address the root cause more quickly.

I am confident that with the proper attention, this matter can be resolved, allowing the store to offer a more pleasant shopping experience. I would appreciate it if your team could investigate this issue and implement a solution promptly.

Thank you and I look forward to hearing how this will be addressed, and I hope to see improvements at this location soon.
Business Response
Date: 10/06/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We strive to maintain a welcoming and well-kept environment for all our customers. We understand how important a comfortable shopping environment is and we regret that we did not meet those standards on this occasion.

Rest assured this concern forwarded to our internal management team to ensure it is addressed properly and promptly. We will keep customer updated as soon as we receive further information from the store level.

We also genuinely appreciate customer for valuable suggestion and willingness to help us grow and improve. Customers feedback is invaluable to us and we will taking immediate steps to ensure a more pleasant experience for all of our valued customers in the future.

Thank you understanding and for bringing this to our attention. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 10/06/2024
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:10/05/2024
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 October 1, 2024 I placed an order at 4:30 pm. They were having a great sale but being a single mom with 4 children I would need to either do a pick up or delivery order because I work full time. So I place the order and make sure to “clip” all the coupons. I am a very thrifty shopper and there were items I would have NEVER purchased had they not been on sale. Like a 7.00 box of cereal that is usually 2.99 or Tyson chicken strips that were on sale for 4.99 but usually around 9.99. I needed the items same day but there were no open availability for pick up or delivery same day. So they were delivered at 5 am the next morning. Ok out of nowhere they charged my debit card 70.00. So somehow every item I ordered and made sure to clip the coupons for went up 70.00 Now I could see if the payment was taken out the day of delivery but when I paid on Tuesday in full the amount of my bill, then every single item I shopped for online was changed on my receipt. HAD I KNOWN I WOULD HAVE BEVER PURCHASED THE ITEMS THAT I DID. It’s definitely false advertising because had the items been advertised as what I had paid then there is no way I would have ever purchased them. How can you force people to clip all of these coupons and then take their money that same day and then decide you want more money for the items and charge whatever you want? I called customer support and she was so rude. She said that it’s my fault. I should have picked it up the same day and I wouldn’t have been overcharged. Well first of all, I paid for the items in my cart on Tuesday so why in the heck would you go change prices on Wednesday without notifying me that the prices were changed and just TAKE the money anyways. That’s stealing and this is a complete joke. It was a scam to promise a certain amount for multiple items and then go in and change the prices without notifying the customer first. I agreed and paid $199. And then the price jumped up to 270.00. No sir, not without asking my consent..
Business Response
Date: 10/07/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of sales and coupon programs that are very valuable on purchases, encouraging smart spending, and provides savings opportunities for customers and we regret that we fell short of meeting expectations in this instance.

Upon checking there was a refund request submitted last Oct 4, 2024 4:25 PM amounting $57.95. Case#******** for customer reference. Kroger typically processes SNAP/EBT refunds immediately. However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so you'll want to check with your state agency to see when your funds are scheduled to be loaded next. Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more. Our customers can contact their state agency for details for their state.

Additionally to express our regret for any frustration or inconvenience this may have caused, $15 credit successfully added to the loyalty account that can use on next purchase. Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For Instacart delivery, please put a note on the special instructions box so that our shoppers will be notified. For pick up the credit will deduct during the checkout process of your online order. And for Kroger Delivery, the credit will deduct once the order has been complete. Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience.

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

Regards,
Kroger
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. The 57.00 that was refunded was for items that were not sent or did not arrive in my delivery. There were 3 items that were not in my order when it arrived. So that is why there was a refund to my ebt card. But you took 70.03 from my debit card without my consent. I agreed to pay $199 when I checked out online and then you went and charged 270. After the fact. I never agreed to this. The total changed AFTER I payed. That’s not how business works. That’s theft.

Regards,

Jacob Neblett
Business Response
Date: 10/13/2024
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. Customers satisfaction is our top priority, and it is disheartening to learn that we did not meet customer expectations.

SNAP EBT Card funds will be charged once the order is placed. Any differences between the price at checkout and the final order total will be charged to the additional payment card. This includes any modifications (item additions) made to the order after the original submission. The SNAP EBT card can only be authorized by customer pin entry at the time of checkout, so we can only charge the amount that was authorized at that time. The backup card will get charged if the final total at the time of fulfillment exceeds the original total shown at checkout. Please note: "Prices are estimates, the final amount is determined when customer received the order. If the final is more, the additional amount will be charged to the credit or debit card."

Rest assured we have forwarded this issue to our Technical Support Team for immediate review and resolution. The Service Now Escalation Ticket#********** for customer future reference. We will keep customer informed of any updates and resolutions as they become available. We understand the frustration and confusion, again we apologized for any inconvenience caused. Your patience and understanding are greatly appreciated as we work diligently to ensure the issue is properly rectify.

Regards,
Kroger
Initial Complaint
Date:10/04/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a Kroger pick up order for 6pm on 9/30/24, i went to pick it up at 6pm and they told me that due to falling behind it now wouldn’t be available until the next day. So frustrated I leave, one I don’t have anything for dinner that night or the next day because it’s all in my groceries so now I have to use the money I saved for gas’s just to ensure I can eat. So I contact customer support to a) find out what time the next day I can pick them up and b I want reimbursed for the money I had to spend extra for food I wasn’t planning on spending and wouldn’t have had to spend if they had my order ready when it was supposed to be. So they give me a $15 credit to my Kroger account like okay cool thanks. Still can’t tell me when my groceries will be ready the next day. So come morning I contact customer service again asking if they can tell me, they tell me it’s ready so I drive to Kroger for the second time and BOOM not ready once again so now I’m having my time, money and gas wasted and I don’t have breakfast or lunch because they have my food and I don’t have any other money not to mention it’s almost impossible to actually get connected to a cs rep and when you do they are kinda rude honestly. Now I was told at the store I could get a refund for all my issues but now the CS people are saying that it’s “Impossible the system won’t allow it” I have never heard of a pos system that doesn’t allow refunds. Maybe after 30 or 60 days but they didn’t charge me until this morning something that’s resulted in my bank account now being over drafted. Why they took a week to charge me I have no idea. But I’m beyond frustrated and upset and I just want a refund for the order like I was promised by the staff and to move on with my life. I’ve spent a week being frustrated over this.
Business Response
Date: 10/07/2024
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.

I hope this email finds you well. I wanted to personally apologize for the less-than-satisfactory experience you had with your recent pickup order. We strive to provide the best service possible, and I understand that we fell short in your case.

We have submitted a refund request for the entire order, which might take up to 5 business days to return to your original payment method. Additionally, aside from the $15 credit you have already received, I will be adding an extra $20 credit as a token of our apology for the inconvenience caused.

Please accept our sincerest apologies for your experience. Rest assured 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.

Regards,

Kroger Co.
Initial Complaint
Date:10/04/2024
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.
There are five fraudulent purchases on my account. I never shopped at this store. When I called the store, they refused to speak about it. Refund the full amount and reinstate all the coupons applied in these five orders.
Business Response
Date: 10/05/2024
Thank you for reaching out to the Kroger Executive Office regarding the customer's concern submitted through the BBB. We appreciate the opportunity to address this matter.

Upon reviewing their account, we noticed that different payment methods were used for their transactions. The customer reached out on October 4, 2024, and were advised to consider changing your ALT ID, as it’s possible someone else used it unintentionally. If there were unauthorized charges, we recommend that they contact their bank to dispute them, as we’re unable to refund or credit these transactions. Additionally, please note that coupons can only be used once and cannot be reinstated.

We appreciate the customer's understanding of our policies and thank them for their cooperation. We sincerely apologize for any inconvenience this situation may have caused, and their feedback will help us improve our services.

Regards,

Kroger Co.
Customer Answer
Date: 10/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. Kroger made no effort to resolve the issue. They did not even delete the cards from my account. When I called ***** yesterday, the rep still saw the cards linked to the Kroger account. Also, i see Kroger failed to change my account number. Since the fraudulent transactions because of Kroger's loose account security systems, it is Kroger's job to refund fraudulent transactions.

**** *****
Business Response
Date: 10/12/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per the last response, the fraudulent charges were made in-store and does not show that their online account was compromised. The customer's ALT ID may be used by someone else and there shouldn't be an access with their online payment card. Also, we do not have access on the customer's account to remove their payment card or change any information and they are the only one who can do that.

We are sorry that this happened to the customer. We advise for them to change all passwords and ALT ID on their account on their end.

Regards,

Kroger Co.
Initial Complaint
Date:10/03/2024
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.
For over two months I have been trying to get my prescription filled at the Kroger pharmacy at **** ************ ***** ********** ** *****. For over two months I have been told that my medication has been out of stock. There is a shortage, but I have been lied to about the availability of this medication. They have not been out of stock the entire 2+ months I have been trying to get my prescription refilled. This is completely unethical. You should not allow a pharmacy to mistreat people WHO NEED MEDICATION. People need their medicine!
Business Response
Date: 10/05/2024
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 how the customer feels about their experience with one of our pharmacies. As of Oct. 03, 2024, it appears that when the customer already contacted us their concern has been escalated already to internal management team for further review.

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: 10/07/2024
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 have not been contacted by annyone and my situation has not changed.

Regards,

**** *******
Business Response
Date: 10/12/2024
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 frustration of the customer that this is taking a while. We are doing our very best to reach out to the internal management to have th issue reviewed so that we can formulate a solution. We have sent a follow up today to check on the concern raised. As soon as we get the results, we will surely let the customer know.

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: 10/17/2024
Better Business Bureau:

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

The issue was never resolved. I received an email response from Kroger apologizing for the delayed response, but no explanation or resolution. I tried to renew my prescription again, but got a call from my provider informing me Kroger would no longer be serving me as a customer, which was uncalled for and offensive. I’ve been a nuisance to them apparently so I switched to *** and got my prescriptions the same day (for 70% less.) I have done nothing to warrant them calling my provider. I don’t think Kroger management either understands the situation or is taking me seriously. I don’t know how they could do something like this and just sweep it under the rug. I know for certain I was not told the truth about the availability of my medication. There is no possible way in 2+ months they never once had my medication. I called every week to check. I’m giving these details on the off-chance someone from Kroger management reads this and actually recognizes this as a problem.

Regards,

**** *******

Business Response
Date: 10/19/2024

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the critical nature of medication and the importance of a seamless refill process. Customers well-being is of the utmost importance to us and we regret that we fell short of meeting expectations in this instance.

As per Pharmacy Leader, This issue has been resolved. She have addressed this issue today with Joseph, the store manager, and this was also documented on this patient's prescription profile on October 8th after our last encounter with this patient. We are no longer filling medication for this patient. The provider has been made aware of this transition and has sent his prescriptions elsewhere, where according to his record, they have been filled. His current prescriptions at our pharmacy are now inactive. The medication in question has been on a nationwide backorder for all manufacturers for over three months. The patient was informed of the potential supply issues at his first fill, as well as his option to have his provider call ahead to other Kroger locations to locate the medication prior to sending the prescription to the pharmacy. Since this time, he has been informed repeatedly and at length regarding the shortage. Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience.

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

Regards,
Kroger
Initial Complaint
Date:10/03/2024
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.
9/26 I placed a same day delivery order in the Kroger app. My order was marked delivered, but I never received it. I called and spoke with an agent called "B**" and she processed a refund. It has been 5 business days and I have not received any update or confirmation about my refund. I contacted Kroger by phone on 10/3 and was told the refund request was transferred to another department and there is no timeframe on a resolution. This is unacceptable. If my funds are not returned as promised, I will be disputing the charge. Reference # is ********
Business Response
Date: 10/05/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience this delay may have caused. Your patience and understanding are greatly appreciated as we work diligently to resolve the issue.

Upon checking refund request have forwarded to payment department for review and resolution. We are currently awaiting their response and will keep customer updated on the progress as soon as we receive any information from them. Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Business Response
Date: 10/12/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per research, based in case reference number ********, it appears that the customer called in and was advised that the order will be processed for refund. Process of refund may take up to 2-5 business days starting the day the review has finished.

We understand how frustrating this is, and we apologize for the inconvenience this has caused them. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 10/14/2024
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:10/02/2024
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 charged my card 4 times the amount for my online order. Spent hours on the phone with multiple people for refunds only to be told refund hasn't been approved. I was charged multiple times for items I didn't even order
Customer Answer
Date: 10/02/2024
Whole order was supposed to be refunded
Business Response
Date: 10/05/2024
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 a chance to properly address customer’s concern with the assistance of the BBB.

We truly apologize for the inconvenience and frustration that the customer experienced. After a thorough review, we have noticed multiple refund requests that has been submitted for customer order #*******************. For assistance with the refund and double charge issue, we encourage customer contacting the appropriate team at **************, Option 2, as they are the best equipped to provide the support that customer needs and assist customer further with this matter.

We appreciate customer's understanding and patience with this matter. Your comments have provided us to evaluate, address and correct this matter.

Regards,
Kroger co.

Business Response
Date: 10/05/2024
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 a chance to properly address customer’s concern with the assistance of the BBB.

We truly apologize for the inconvenience and frustration that the customer experienced. After a thorough review, we have noticed multiple refund requests that has been submitted for customer order #*******************. For assistance with the refund and double charge issue, we encourage customer contacting the appropriate team at ###-###-####, Option 2, as they are the best equipped to provide the support that customer needs and assist customer further with this matter.

We appreciate customer's understanding and patience with this matter. Your comments have provided us to evaluate, address and correct this matter.

Regards,
Kroger co.

Customer Answer
Date: 10/05/2024
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.

Regards,

***** *****
Customer Answer
Date: 10/10/2024
I feel some compensation should be made. I spent hours on the phone and never got an apology or anything. This situation made my account over draw. I was charged 4 times the amount of my original order. I didn't have that kind of money and I had to fight to even get refunds
Customer Answer
Date: 10/10/2024
I feel some compensation should be made. I spent hours on the phone and never got an apology or anything. This situation made my account over draw. I was charged 4 times the amount of my original order. I didn't have that kind of money and I had to fight to even get refunds
Business Response
Date: 10/13/2024
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 how frustrating it is for the customer for what they experienced. We always aim to provide fair and pleasant service to our valuable customer. As for what happened with the customer's order, as I can see on their contact about it on where the refund has been initiated, a $7 was added on the account. For the inconvenience, I'm adding additional $10 that can be used as well on their next shopping trip or online order.

Again, we apologize for any trouble this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Business Response
Date: 10/13/2024
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 how frustrating it is for the customer for what they experienced. We always aim to provide fair and pleasant service to our valuable customer. As for what happened with the customer's order, as I can see on their contact about it on where the refund has been initiated, a $7 was added on the account. For the inconvenience, I'm adding additional $10 that can be used as well on their next shopping trip or online order.

Again, we apologize for any trouble this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Initial Complaint
Date:09/30/2024
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.
While pumping gas at a Kroger fuel station and using 50 Sept loyalty points the pump just stopped after only six gallons. I needed approximately 18 gallons to fill up. The attendant told me to just go to another pump. My reward points did not show on the other pump and I was told that “that’s Kroger they just don’t care”. Last month the screen on another pump was distorted and I complained as it’s been like that for awhile and again I was told that Kroger just doesn’t care. Maybe they’ll car if many of us take our shopping, prescriptions and fuel purchases elsewhere. We have many choices around here.
Business Response
Date: 10/02/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.

We sincerely apologize for the inconvenience and frustration that the customer experienced during the incident while refilling gas at one of our fuel center locations, customer satisfaction is our top priority, and we regret that we fell short of customer expectations.

To help us address customer concerns more effectively and resolve this matter, we kindly request the following information:

*Date and Time of the Incident
*Location of the Fuel Center
* Loyalty Card Number or Alternate ID
*Any relevant receipts or transaction details, if available

Please know that we are committed to resolving this issue as quickly as possible and appreciate customer cooperation. Once we have the information, we will promptly investigate the matter and work towards a resolution.

Regards,

Kroger Co.
Initial Complaint
Date:09/30/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
09/29/2023
I transferred my prescription to Kroger pharmacy because they mailed me a coupon with $50 transfer offer as a promotion. I went to Kroger Pharmacy and got my prescription. The pharmacy staff took and scanned my coupon when I picked up the prescription and gave me the printed receipt showing that coupon has been redeemed. And I was also told that I will see $50 for Kroger grocery in a week or so. I do not have the coupon anymore because they took it back after scanning it.
But I never receive this $50 and I have contacted online customer service multiple times and they told me they did not know what offer is it and there is nothing they can do.
Business Response
Date: 10/02/2024
Thank you for reaching out to the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for your experience, especially not getting the rewards from your transferred prescriptions.

After reviewing the account, it appears that on 09/30/2024, only the $20 reward for the flu vaccine was added, which can be applied to the next purchase. For further assistance regarding the eligibility of transferred prescriptions and rewards, please contact us at (###-###-####). An assigned representative will reach out to the appropriate team to help you. Our customer service hours are Monday to Friday, 7 AM to midnight EST, and Saturday to Sunday, 7 AM to 9:30 PM EST. This step is necessary as confidential information will need to be provided.

We appreciate your understanding of our policies and your cooperation in ensuring a fair system for all customers. Our goal is to provide you with the best possible experience, and we hope to resolve any concerns you may have.

Regards,
Kroger Co.
Customer Answer
Date: 10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. The transaction date of my complaint , as shown in the receipt, was in 2023.In the past year, I have contacted their customer service many times but got no results. None of their customer service knows what is going on and did not resolve my issue.

Regards,

****** ****
Business Response
Date: 10/03/2024
Thank you for reaching out to the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.

We sincerely apologize for your experience, especially not getting the rewards from your transferred prescriptions. As per checking our recorded cases, there were three contacts for the concern from last year. Once was from chat and the other two were from email for which the resolution was to call in as further verification is needed to verify the eligibility of the transferred prescriptions for rewards. Further checking, we unfortunately failed to locate recorded cases of any phone contact to verify the transfer. For further assistance regarding the eligibility of transferred prescriptions and rewards, also since the transfer was done last year, please contact us at (###-###-####) preferably Monday to Friday, 8 AM to 9 PM EST, as this is open hours of the relative department to verify any RX transfers. An assigned representative will reach out to the appropriate team to help you. This step is necessary as confidential information will need to be provided.

We appreciate your understanding of our policies and your cooperation in ensuring a fair system for all customers. Our goal is to provide you with the best possible experience, and we hope to resolve any concerns you may have.

Regards,
Kroger Co.
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I am very disappointed that further verification through a phone call is being requested.I understand that you have records of my previous contact through chat and email regarding this issue. However, despite these records and the fact that I have already provided the receipt for the $50 promotion redemption, I am being asked to call for further verification.
As a working individual, I do not have the time to be placed on hold for extended periods of kroger hotline, especially when I have already complied by providing the necessary proof—the receipt, which should confirm my eligibility. Since you have a record of my previous communication and the receipt was submitted, I kindly ask that you review the information already on file and proceed with resolving this matter without additional phone calls. Your staff is also welcome to call me at the phone number on file with kroger account.
I would appreciate your consideration of the time constraints this places on customers and hope that we can resolve this promptly without further inconvenience.
Thank you for your understanding, and I look forward to your swift resolution.

Regards,

****** ****

Business Response
Date: 10/13/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per previous response, part of the program is to verify the transfer prescription before anything else. However, as much as we want to help the customer, this is already beyond of what we can do on our end. We ask for the customer to call in to our Kroger hotline (###-###-####) preferably Monday to Friday, 8 AM to 9 PM EST, as this is open hours of the relative department to verify any RX transfers. We do not have the option to provide the information the customer needed as we have limited information. Please know that the said department can only validate the transfer prescription.

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: 10/14/2024
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 called your pharmacy customer service number, ###-###-####, regarding an issue with a $50 promotion for a prescription transfer. I provided all the info, but was told that since it occurred a year ago, there is no way to track the record, and therefore nothing could be done. However, when I informed the representative that I still have the original receipt for the prescription pickup and the coupon redemption, the representative disconnected the call without any further explanation.

Additionally, I know it is not true to claim that records cannot be tracked from a year ago. Just last weekend, I visited my local pharmacy, and they were able to locate the prescription transfer in your system.
Also, I still have the original copy of the medication pick up order, and the RX# is *******.

I have been taking prescriptions at Kroger for a year now since the transfer. I hope Kroger will honor its promotions, maintain business integrity, and address this matter promptly.

Regards,

****** ****

Business Response
Date: 10/16/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We sincerely apologize for your experience, especially not getting the rewards from your transferred prescriptions. In accordance with our previous response, it is necessary to verify the transfer prescription before any modification can be made to the account. We ask for the customer to call in to our Kroger hotline (###-###-####) during operation hours preferably Monday to Friday, 8 AM to 9 PM EST. And request to the representative to contact our verification department and inform that still have the original receipt for the prescription and the coupon redemption details. The customer must reach out to the said department through phone as customer needs to be on the call to disclose this private information which will require to provide security and privacy details. As much as we want to help the customer, this process is beyond what we can handle since we do not have the necessary options to address customer needs due to limited access to the information. Please understand that only the designated department can confirm the transfer prescription.

We truly apologize to the customer for the inconvenience this may have caused. We appreciate your understanding of our policies and your cooperation in ensuring a fair system for all customers. Our goal is to provide you with the best possible experience, and we hope to resolve any concerns you may have.

Regards,

Kroger Co.
Customer Answer
Date: 10/16/2024
Better Business Bureau:

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

Kroger failed to resolve the issue entirely. They denied ever validating the transaction or redeeming the coupon, despite previously confirming it and providing a receipt.
Instead, they directed me to call their general hotline again to re-validate the transaction(prescription transfer). They did not even tell me which department to call. The phone number they provided is nearly impossible to reach, with endless hold times. When I finally managed to get through to the pharmacy hotline provided by their online customer service, there was still no resolution. They just hang up after telling me they cannot track the record.
Kroger’s dishonest handling of this situation is not only frustrating but also deeply disappointing and unprofessional.What’s the point of issuing a receipt if it holds no value? If this is their approach, Kroger could deny any transaction by simply asking the customer to call back to a perpetually unreachable hotline for re-validation.

Regards,

****** ****

Business Response
Date: 10/19/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand how frustrating this situation must have been, and we deeply regret any discomfort it may have caused.

Unfortunately, before we can process the reward redemption, we must first verify the eligibility of the transfer of customer prescription. There is a specific department responsible for this verification process, which requires obtaining certain confidential information from our customer in order to access the account and confirm the prescription transfer.

To ensure a smooth resolution, please provide valid loyalty card number or an alternate ID number at your convenience. This will allow us to compensate customer for the inconvenience by adding credit to the loyalty account. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience

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

Regards,
Kroger
Customer Answer
Date: 10/21/2024
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.

Thanks for your response. The Plus Card Number: ************. I am looking forward to a smooth resolution.

Regards,

****** ****

Business Response
Date: 11/02/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of prescription transfer programs that provides savings opportunities for customers and we regret that we fell short of meeting expectations in this instance.

To express our regret for the rewards that didn't receive and inconvenience this may have caused, $50 credit added to loyalty account that can use on next purchase. Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For Instacart delivery, please put a note on the special instructions box so that our shoppers will be notified. For pick up the credit will deduct during the checkout process of your online order. And for Kroger Delivery, the credit will deduct once the order has been complete. Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience.

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

Regards,
Kroger
Customer Answer
Date: 11/08/2024
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,

****** ****

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