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

1,677 total complaints in the last 3 years.
536 complaints closed in the last 12 months.

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

Initial Complaint
Date:09/28/2024
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 September 26. I purchase some items online to be delivered and the driver mark my items as out of stock and ordered substitution items for themselves like dog food on September 27 I replaced my order to get my items back and my store credit was applied at the time of check out. Moments later I receive a email saying that my reansaction total was updated and the company charged my card double which means they stole additional money out of my account. I made 3 attempts by calling to resolve the issue and get my money back and the supervisors just hang up the phone
Business Response
Date: 09/30/2024
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 seamless and enjoyable shopping experience, and we regret that we fell short of meeting customers expectations in this instance. Customers trust and satisfaction are of utmost importance to us.

Upon checking on the customer orders, there was refund request already submitted. Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. Customers feedback are invaluable to us and are committed to providing customers with the best possible service.

Your patience and understanding are greatly appreciated as we work diligently to ensure that this issue is properly addresses. 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:09/28/2024
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.
This is my first time ordering, and I am not happy. When I checked out it said it would be around $33.94 with tax delivery coupons and $25 for first two orders. I had clicked on the coupon and it was added to my receipt and it reflect that in my email when I set up the order. Once everything was ordered. I get my receipt and now it's saying $57.47. I have chatted and they gave me store credit. Which I do not want. I called and the guy Alan. Was very helpful but his supervisor was not. Refusing to give me my money back for what was originally given at checkout. They just were very argumentative with the agent and they told the agent to tell me and accuse me or basically that I unclicked the coupon prior to check which isn’t true. I haven’t even touched the app. I provided proof of recipes and a screenshot of the actual coupon showing that I get $25 off and it was clipped. They still refused to help. The guy on the phone gave me store credit that I do not want now. Now with all this bad experience. I want my full refund now and I will not shop at Kroger again. I use to be a fan when we lived at **. It now I will just go to ******.
Business Response
Date: 10/29/2024

Subject: Response from Kroger Family of Stores (#********)

Hello ******,

Thanks for reaching out. I'm Racquel.

I apologize for the delayed response and any inconvenience this may have I'll need just a little more information to be able to get you taken care of. Can you please provide me with a picture of the message as I am unable to view the link you provided.

I am so sorry for the inconvenience cause to you.
Thanks for your help with this!

If you have any additional questions or concerns, please reply to this email and refer to case number ********. We appreciate you choosing to shop with us and are always happy to help.

Sincerely,

Racquel
Kroger Customer Connect
The Kroger Family of Stores

Customer Answer
Date: 10/29/2024
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.

(PLEASE TYPE YOUR REASONS HERE)

They never responded to this complaint. I have never received a call nor an email since complaining to the BBB. Quite disappointed in Kroger for not resolving an issue. I’m out of money that was intended to save because of the error in their system when the receipt was send. It clearly shows in my original receipt. The associates on the live chat or call should easily fixed the issue. But instead they refused and a manger telling their associates. So sorry out luck and basically treated me like a lair. I don’t appreciate my character being judge here. I was raised right. Whatever happens to the customers are always right.

Regards,

******** ****
Initial Complaint
Date:09/28/2024
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.
Cannot redeem fuel points. I think Kroger is ripping off consumers in our community. There are two Kroger stores within 3 miles of my home in **** ****. There is a Kwick Shop in front of one. In the past this store honored Kroger fuel points. Several months ago, the store limited fuel points to 3 cents. I then visited another Kwick Shop on ******* ** in ********* who honored all the fuel points. My most recent purchase receipt dated 09/20/2024 states I have 915 fuel points for the month of August. I tried to redeem them at the Kwick shop in ********* 09/28/2024 but now they will only allow 3 cents. The manager said they could not fix the problem because they did not work for Kroger. I contacted Kroger by chat since no one would answer my phone call. I was told there were issues that Kroger has been working on. In order to redeem my fuel points, I need to drive much further and/or visit gas stations which charge much higher rates. I asked them why the Kwick Shop allowed a max of 3 cents with a Kroger Card but no more. Once again, I was told Kroger was working on the issue. It seems to me that Kroger Fuel Ponts are a teaser to attract shoppers and get them to pay more at the fuel pump. Don't shop at Kroger with the expectation that you will get fuel points that can be easily redeemed in our community.
Business Response
Date: 09/30/2024

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand how important these fuel points to our customers, and we deeply regret any frustration this situation may have caused. To assist us in resolving this matter promptly, could you please provide us with more information such as:

* Loyalty Card Number use on redeeming fuel points
* Fuel center location
* Date & time of purchase
* Order ID in KCI/Transaction Details (ex: ********************************)
* Did the Customer Switch Pumps? (Yes or no)
* Did the Customer complete the transaction/pump gas? (Yes or No)

Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue Rest assured that we are committed to providing a positive experience for all our customers, and your feedback helps us in achieving that goal.

Thank you for taking the time to share your concerns with us. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon.

Regards,
Kroger
Customer Answer
Date: 09/30/2024
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,

***** ******
Initial Complaint
Date:09/27/2024
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.
This is a charge to my credit card of $102.68 with reference number ****************** from their gas station on July 12, 2024. I disputed this charge on July 13,2024 and was informed that the merchant is going to refund me. Up to this date. I haven't received the refund yet.
I even went to the store and talked to their customer service but was not able to get aby answer.
I want the merchant to refund the money back to me or to my bank.
Business Response
Date: 10/01/2024
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. We understand how frustrating this situation has been and appreciate your patience as we worked to resolve it.

We have addressed this issue internally, and Annie, one of our store managers, has confirmed that customer can visit the store at their convenience, where she and her team will be more than happy to assist with the refund request. 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 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: 10/03/2024
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,

******** *******
This is in reply to you email about my view on the on the following matter:
* Kroger has informed and addressed the issues if this dispute
*Kroger offered a resolution but have not fulfilled the proposed offer as they said on an email to me.

Business Response
Date: 10/04/2024
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 trust and satisfaction are of utmost importance to us, and we deeply regret any inconvenience this incident has caused you.

To ensure customer receive the assistance they need, we recommend reaching out to the fuel center store directly. They are in the best position to provide the necessary support to resolve this matter promptly. Our store level team will be more than happy to assist customer in any way they can. Once again, we apologize for the inconvenience and appreciate the patience and understanding.

Thank you for your continued loyalty to Kroger.

Regards,
Kroger
Customer Answer
Date: 10/11/2024
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,

******** *******
I went to the store customer service to settle the dispute but they just told me that they cannot help me about what I'm disputing. The store told me that they have no access or way of negotiating the credit card department.
Was so disappointed that nobody can help me at the store. I feel that I've been scammed with $102.68 by the store gasoline deffective credit card machine.
I think they should talk with my bank and find away to return my hard earned money.

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. We understand how important it is for our customers to receive timely and efficient service, and we deeply regret any inconvenience this may have caused.

We want to assure customer that concern has been forwarded to our internal management team for a thorough review and we are working diligently to resolve it. However, we anticipate that this process may take some time. Customers satisfaction is of utmost importance to us. We will keep customer informed of any updates and resolutions as they become available.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Thank you for your understanding and patience as we work to resolve this issue.

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

******** *******
I'm happy to let you know that this dispute has been resolved. My bank has refunded me the money that I was charged by Kroger .
Thank you for your assistance to this matter.
Initial Complaint
Date:09/27/2024
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.
Kroger scams by altering totals upon pick up. When I placed my order my total was $24.95 and while I'm sitting there for pick up my order was $24.95 and then when I get my order I'm told it's $39.95 and no one knows why. Kroger's system only reflects the final total but luckily I had my email and a screenshot while at pick up after being told the price difference. Then I'm only offered a store credit. I will not be forced into continuing business with the company with a store credit. I want my money back on my card.
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. Please accept our sincere apologies for any confusion regarding the price difference on customer recent order with us. We understand the importance of a seamless and enjoyable shopping experience, and we regret that we fell short of meeting customers expectations in this instance.

We strive to provide clear and accurate pricing; however, it's important to note that the prices displayed are estimates and may change between when they place their order and when they pay to receive it. While we place a hold on customer credit card for the estimated total, the final price will be determined using the coupons and prices in effect on the day order is picked up. The exact prices will always be detailed on your receipt at the time of pickup. We understand that unexpected price changes can be frustrating, and we appreciate understanding in this matter. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.

To express our regret for any frustration or confusion this may have caused, $20 credit successfully added to the 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.

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: 10/09/2024
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:09/27/2024
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.
9-21-24 Kroger ***** ***** location. When adding coupons to your kroger card they are not being redeemed at the register for the products your purchased. For example Kroger sent the customer a free coupon for orange juice... $3.29 via email and it is loaded electronically when you pay for your groceries it is not removed from your bill when your card is scanned, I have brought it to your customer service attention, to get my items at the coupon price they say they are aware of the problem , but no one will fix it... and if you don't pay attention to it you don't ge the coupon disount price or benefit... so Kroger is luring people to purchase products because of the sale or cents off, but not giving it to them... that is wrong and is happening to me! your staff knows about this.. I want my money back... I have shopped there for 18 years, your store is dirty, your carts are dirty and your not giving what you are offering on your coupons. It is not happening to all coupons just selected ones. I have to go item by item at the register to see if the coupoun has been auto applied...
Business Response
Date: 09/28/2024
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 ensuring that all discounts and sale prices are accurately applied to the order, and we regret any confusion or inconvenience caused by the discrepancies.

We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. To assist us in resolving this matter promptly, could you please provide us with more information such as:
1. Loyalty Card Number or Alternate ID Number
2. Date and Time of Transaction
3. Store Location
4. What is the item that has coupon?
5. Coupon details

Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue and ensure that it does not happen again in the future. Customer feedback helps us in achieving that goal.

Thank you for taking the time to share your concerns with us. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon

Regards,
Kroger
Initial Complaint
Date:09/26/2024
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.
Date of Unclaimed Property 09/22/2022
My name is ******* ****. Serial Number 703005049
It has been 2 years from this notice and still no solid explanation on why I haven’t received any payment.
They gave me a Reference # ******.
I have not received my check for the amount of $2,880.47
I’ve been given a run around for 2 years.
Business Response
Date: 09/27/2024
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 concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We sincerely apologize for the unsatisfactory experience, as this is certainly not the level of service we aim to provide to our valued customers. Upon reviewing, this issue can be better explained and resolved by the relevant department. We strongly encourage the customer to reach out to the Human Resource Shared Services (HRSS) at ************** for further assistance.

We truly apologize for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

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.
Is there a direct email and manger at this HRSS (Human Resource Shared Services) department? I would prefer to have everything in writing versus numerous phone calls and receiving unserviceable reference numbers.
Regards,

******* ****

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 concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Please note that the best way to receive immediate assistance from the right team is to call them at **************. They will be glad to help the customer's concern.

We apologize for any inconvenience this situation may have caused. Your feedback allows us to evaluate and resolve this matter effectively.

Regards,
Kroger Co.
Initial Complaint
Date:09/26/2024
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 receives her prescriptions from the King Soopers pharmacy located at ***** * ***** ***** ******* **. They are using her mobile number in a disapproving way. Complainant has been receiving unwanted, COSTLY texts WITHOUT HER CONSENT. This issue was previously resolved a few years ago when Complainant requested to opt out of texts, but it resumed recently. The business should be mindful that some customers have a limited mobile plan and DATA CHARGES apply. Some customers may share a phone and may not want health-related texts transmitted to their phones. Texts cost Complainant .69 cents ea. Kroger should ask permission before sending texts. Complainant should have some level of control regarding texts, and, Kroger is taking that right away from her. Complainant also finds texts to be a DISTRACTION. Complainant is requesting to OPT OUT of ALL texts to her phone number, ###-###-####. Additionally, Complainant does not feel that the store is committed to the highest standards of cleanliness. For SEVERAL months, the soap dispenser in the women’s toilet room has been removed from the wall, and, laying on the counter, which is difficult to use. The bathroom faucet is running cold water which does not kill germs. Covid is also still with us. Not having access to a properly functioning soap dispenser makes it easier to spread germs and bacteria. Complainant has visited several Kroger branches, including this branch, and observed deli workers touching other surfaces and not changing their gloves. When they do change them, deli workers are not washing their hands first to prevent cross contamination and foodborne illnesses. Complainant has reported this issue repeatedly, but nothing has changed. It is GOOD business to show customers you are serious about safe food handling practices. Complainant attempted to contact the store mgr twice by phone, but was unsuccessful. Complainant is requesting assistance regarding these issues. Thank you.
Business Response
Date: 10/01/2024
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.

First to address the issue about SMS Text Messaging. We need more information to further assist the customer and review their concern. We kindly request the following below for our reference:
* Sample Screenshot of the Message being received (including the phone number where the message came from).

On the other hand, about the store condition, rest assured your comments have been forwarded to our internal management team for review. Once the review process is complete, we will share the findings and any proposed actions promptly.

We truly apologize to the customer for any inconvenience these may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

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:
Per the business’ request, Complainant hereby provides a
screenshot of one of the unwanted text she received. So far, Complainant has received a text on
8/23/24, 9/4/24, 9/12/24 and 10/2/24. As
stated previously, businesses should ask PERMISSION prior to sending texts
because some of us have limited mobile plans as an option for saving money
during a time of record inflation. Data
charges apply when Complainant send or receive texts. Complainant’s plan allows
unlimited voice calls and emails are free.
Complainant also finds texts to be more of a distraction than voice
calls or emails.

Additionally, in response to the instant complaint, Complainant
received an email on 10/3/24, from an associate at the district office who expressed
an interest in discussing Complainant’s poor experiences. Complainant promptly responded that she would
be available on (Friday) 10/4/24, but did not receive a follow up email until
Sun, 10/6/24 from the associate indicating that the Fri. 10/4/24 appt was not
convenient. Complainant sent another
email to the associate asking that he reach out on Mon.,10/7/24, if it is convenient.

On 10/3/24, Complainant visited the store to get some
groceries, and, encountered additional challenges. Complainant was told by Miss Wendy, a
supervisor, that the mega event (buy 5 or more) only applied to the
participating items in the ad. This is
incorrect. The sales ad also advises the customer to look for
the mega event sale “tag” throughout the store.
Complainant explained to the supervisor that the ad cannot accommodate
ALL the mega event items for sale, hence the reason there are mega event tags
throughout the store. It is unfortunate
that Miss Wendy, a supervisor, with many years of service, did not know that. Clarification is needed. Complainant also requested a raincheck. On the “date expire” line Camille wrote “10/8/24” which is the date the sales ad expires.

However, Complainant has received many rainchecks in the past,
and, the on the “date expired” line, the clerks would fill in the date the raincheck expires. Clarification is needed. When Complainant
requested to speak to a supervisor, Camille refused, stating that the
supervisor was “busy”. Camille’s
behavior was inappropriate because she should have attempted to get a
supervisor first, and, let them decide if they are “busy” or not. Complainant should never feel that her only
recourse to get heard is through the BBB.
The rude employees, inconsistent policies, untrained associates and
unsanitary conditions are causing utter frustration. Consumers deserve better
when they are spending their hard-earned money.
Thank you for your assistance.

Regards,

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

Business Response
Date: 10/12/2024
Thank you for contacting the Kroger Executive Office. I’ve received your concern sent through the BBB, and we appreciate the opportunity to address it. Please accept our sincerest apologies for your experience.

Please be advised that to stop receiving further messages, customers can text 'STOP' to 99894 or log into their account online and navigate to Account Settings (My Account > Preferences > Text Message Preferences).

Regarding the Buy 5 or More promotion, customers must purchase the qualifying items to receive the associated savings or discounts. Participating items can be checked on our website or by speaking with the customer service desk in-store. Currently, we have a promotion offering $1 off each when you buy 5 or more, valid through 10/15, and customers can mix and match participating items.

Additionally, here are the Rain Check Redemption Guidelines:
*All stores will accept a valid rain check from any store or division.
*Rain checks are single-use and cannot be returned to the customer.
*Use the price override key to process the rain check.
*Rain checks are to be kept at the store level with weekly paperwork.
*All coupon limits must be followed when redeeming a rain check.

Rest assured that your comments have been shared with our internal management teams to help us implement best practices and ensure all programs function correctly for our customers. Your feedback is invaluable, as our customers are essential to our business.

Regards,
Kroger Co
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.

Complainant is rejecting the business’ response because she is being asked to text “stop” to
stop the unwanted texts. This will cost Complainant
an ADDITIONAL .89 cents, which is in addition to the data charges she has
already incurred for the 4 texts she previously received plus 1 more she
recently received since her last BBB communication. Do the math, .89 x 5 = $4.45.   It is INHERENTLY UNFAIR to ask Complainant, a
disabled customer on a fixed income to incur the additional expense by texting
“stop”. The Telephone Consumer
Protection Act (TCPA) makes clear that pharmacy patients cannot be charged for
the text message or have it counted against their mobile plan limits. As stated previously, this issue was resolved
a few years ago and the texts had stopped.
It has now resumed without Complainant’s expressed consent.   Be the voice of reason! The business opted
her in without her expressed consent and it is THEIR responsibility to opt her
out. She refuses to pay an additional .89cents to text “stop”. As for the raincheck issue, Kroger has been advertising a
number of promotional items that are out of stock. The Federal Trade Commission's (FTC) requires
that retailers have advertised products in stock and available at the
advertised price. The rule was established to prevent overpricing and
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 issue was that on the “date expire” line, an obnoxious,
unhelpful employee (Camille) completed the rain check to expire in 5 days,
instead of the usual 30 days. Issuing a raincheck that expires in 5 days does
NOT give the business sufficient time to restock the shelves. In fact, the
customer visited the store again 2 days after the raincheck expired, and, the
business was still out of stock   The
customer is disabled and does not live in close proximity to the store. It is a
gross inconvenience to visit the store looking for sale items, and, they’re out
of stock. Therefore, a 30-day raincheck would have been fair and reasonable. The
customer now has a raincheck that is absolutely worthless as it expired. The business failed to address the issue in
their response. Complainant also asked Camille
to get her a supervisor, but Camille denied her request. This issue was also not addressed in their response. Clearly, Camille is not focused on customer
satisfaction and the make-it-right culture she was hired to espouse. A customer
should have the right to request further assistance from a supervisor. Regarding the mega events promotions, Complainant had all
the participating items in her order.
The issue was that a supervisor who has been with the business for many
years, apparently do not know how the promotions work. As a result, she incorrectly told Complainant
only the items listed in the sales ad were participating items. In actuality, the sales ad informs the
customer to “look for the tag” throughout the store because it (sales flyer) cannot accommodate all the participating items. See attached image. Evidently,
this is an opportunity for coaching.
Customers expect staff to be knowledgeable to avoid frustration. The supervisor fell short of
expectations. The business also ignored the
issue in their response. Thank you.

Regards,

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

Business Response
Date: 10/23/2024
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.

As advised from the previous response, instructions were already given on how to stop receiving the unwanted text messages. As their phone is associated with accounts where they do their transactions messages may be sent to them without their approval. However, this has been escalated and as of now the customer can only stop receiving them by responding STOP to the text messages. I can add $20 store credit in relation of their concern since we are unable to provide them the data charges that were used in stopping the text messages.

As for their concern with our raincheck policy. all offers and sale price in the weekly ad or on the website are available and accessible to everyone in a specific location. The weekly ad is not synced on what is available in each store due to differences in their inventory which is being monitored to meet what is need and not in the store.

Additionally, based on the previous responses, their concern about their total experience in the store was escalated and shared to the internal management for further review.

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: 10/23/2024
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.

Complainant believes the most effective way to handle the poor experiences and INCOMPETENCE demonstrated by the supervisor (Miss Wendy) and the store clerk (Camille) is to share the complaint with senior management to ensure that Complainant has a better experience moving forward. The business mentioned that they "can" add a $20 store credit to the account. This would be acceptable to help offset the costs of the unwanted texts. Complainant is requesting confirmation that the credit has been added. Lastly, Complainant wishes to reemphasize that the business should NOT be adding customers' mobile phone numbers to text lists WITHOUT a customer's expressed CONSENT. Thank you

Regards,

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

Business Response
Date: 10/28/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand that receiving unwanted, costly text messages was frustrating, and we are sorry for any inconvenience this caused. Additionally, we regret that the store cleanliness and employee hygiene did not meet customer expectations. We take these matters very seriously and appreciate bringing them to our attention.

To ensure that this does not happen again, we have forwarded these concerns to our internal management team, and we are awaiting their response. Rest assured, we are committed to addressing these issues swiftly and improving our standards to provide a better experience for valued customers. We also wanted to confirm that the promised $20 credit was successfully added to your loyalty account on 10/23/2024. Please let us know if customer have any questions regarding the credit or if there is anything more we can do to make this right. Customers feedback is invaluable to us. We value the loyalty and look forward to providing with a positive experience in the future.

Thank you for your patience and understanding as we work to improve. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.

Regards,
Kroger
Customer Answer
Date: 11/05/2024
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,

********* *****
I appreciate your involvement with # ********, and, the acceptable resolution.
Initial Complaint
Date:09/26/2024
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.
Complainant submits this complaint against King Soopers located at ***** * ***** ***., ******, **. On July 26, 2024, at 8:02 PM Complainant visited the meat dept to purchase sockeye salmon which was on sale. The attendant, B****, stated that they had some “in the back” but they are closed. (It was approximately 8:02 PM). He suggested that Complainant stop by the next day. On 7/27/24, (the next day), Complainant stopped by at 3:15 PM, and, B**** stated that they were out of stock yet again, despite telling her the day before that they had some “in the back”. Complainant could not hide her frustration because this was her 2nd trip to the store. When Complainant asked B**** for the meat dept’s business hours, he replied that they typically close at “9:00 PM”. However, when Complainant asked what time she should get there for a meat purchase, B**** told her that they start shutting down anywhere between “12:00 PM and 8:00 PM.” Complaint questions B****’s honesty because “12:00 PM” is still very early in the day to be shutting down the meat dept. Complainant informed B**** that she does NOT live in close proximity to the store. B**** demonstrated incredibly obnoxious behavior, stating that “I’m sure there are other stores on your way, here.” His response was insensitive and offensive. Complainant walked away to avoid creating a scene. Customer trust is dependent upon a company’s ability to tap into the human experience by being courteous and polite. To foster a welcoming environment, employees should be demonstrating an emotional connection with customers by displaying sensitivity and honesty. We are the reason for the business’ existence! B**** does not appear to have these qualities or skill sets for the job. The business needs to ask itself if this is the type of people they want to represent their brand. Complainant never got the salmon at the sale price, and, is requesting an investigation of B****'s unprofessionalism.
Business Response
Date: 09/27/2024
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, especially about the dishonesty and inappropriate behavior of the employee.

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 also anticipate that this 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 truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address, and correct this matter.

Regards,
Kroger Co.
Initial Complaint
Date:09/25/2024
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.
I was promised a refund for an order that I never received, which seems to be happening a lot. The deliver drivers have no idea where they are delivering and are constantly taking my stuff to a different apartment, and if it is not that they either do not give me the right stuff or someone else's order. My deliver order number is ******************* for the amount of $63.90. They told me 7 business days and it has been that. Contacted them and now they are telling me I will not know until Oct 1st and are not sure if it will be processed and they will not give me any answers.
Business Response
Date: 09/27/2024
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.

Upon review, we have confirmed that the refund request for order #******************* was submitted on 9/18/2025, and the request was received by our payment department on 9/25/2024. As previously advised, the refund still in process and may take 7-10 business days to be completed. On the same day, customer was already informed of the estimated date which the refund should be credited to their account. However, if the refund amount still has not appeared in customer account by that date, we recommend contacting our payment department at ###-###-#### for further assistance. They will be able to provide more detailed information regarding the status of the refund.

In addition to customer's refund being processed, we are pleased to inform that a credit of $20.00 has been added to the customer's loyalty account. The credit can be used towards their next grocery purchase.

Once again, our sincerest apology that this process may take some time, and we truly appreciate customer patience and understanding as we work to ensure everything is handled properly. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Customer Answer
Date: 09/27/2024
Better Business Bureau:

This issue is it never took this long and the person on chat told me I may not get the refund.

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,

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

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. Please accept our sincerest apologies for your experience.

As per the previous advised, customer was already informed of the estimated date (October 2nd) which the refund should be credited to their account. And if the refund amount still has not appeared in customer account based on the given date, we recommend contacting our payment department at ###-###-#### for further assistance. They will be able to provide more detailed information regarding the status of the refund.

Once again, our sincerest apology that this process may take some time, and we truly appreciate customer patience and understanding as we work to ensure everything is handled properly. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Customer Answer
Date: 10/03/2024
Better Business Bureau:

I have contacted that department and they told me I have to wait a few more days then hung up on me.

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,

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

Business Response
Date: 10/04/2024
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 customer's feelings about this situation. However, as much as we want to assist them, the full details can only be explained by our payment department or Kroger Customer Relations Center. We have limited information only on our end, but the confirmation will only be available through the mentioned department.

If the customer has not received their refund, we advised them to reach out for our payment department via call 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 truly apologize to the customer for any inconvenience this may have caused. Their comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Customer Answer
Date: 10/15/2024
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.

They gave some of the refund but didn't comply with providing me with additional compensation as promised. I will just shop elsewhere from now on.

Regards,

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

Business Response
Date: 10/18/2024
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 are truly sorry for what the customer experienced in their order. Upon researching, on September 23, 2024, when the customer reached out through chat the $20 credit was already added on their account, and this was mentioned on the response from September 27, 2024 through this platform.

Again, we understand that this is difficult for them, but we appreciate the chance to address the concern of the customer with the assistance of the BBB and we look forward to serving them better in the future.

Regards,

Kroger Co.
Customer Answer
Date: 10/21/2024
Better Business Bureau:
It has been a horrible experience with this company. I lost so much money from orders being wrong or not getting my orders and they act like it is no big deal. I am single mom of three children with no car so delivery is important. I barely have food in my house then have to deal with not getting it.

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,

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

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