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.
537 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:09/25/2024
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.
I ordered Groceries through the Kroger App, and I noticed an additional $19.97 charge on my Bank Statement. When I ordered, I saw that the order was split, $38.70 on my EBT card, and $13.74 on my Debit card, so I submitted the order. I received a final Receipt for the Amount of $52.44, and that is what I submitted my order total for on the App. That’s when I checked my Bank Statement after I received a Text from the Driver that she has to replace one of my Order’s, I did agree to it, add the prices we’re about the same, but something told me to check my Bank Statement, and that’s when I noticed the additional $19.97. I called Customer Service to see why I was being charged, and all they could tell me was that I ordered so many item’s, that the charge on the App, which was $72.41 was correct, but I explained that my final receipt did not reflect that, and it didn’t reflect when I hit submit order, so it seems there’s a glitch in your App, which is not my fault!!! I can’t help that the App is slow, and why send me a final receipt but still charge me something I wasn’t aware of, and I’m on Disability, I need every Cent I can get! So that extra $20, if I knew that was the Order Total, I would’ve adjusted my Order, but it didn’t reflect that at the end of my Order, so I feel they should return the $19.97 back to me, and make sure that the final receipt matches what’s on the App, and also make sure that the order calculates correctly when the Consumer finalized their purchase.
Business Response
Date: 09/28/2024
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 about the unexpected charges on their online order. We ensure that we make our best efforts to serve our customers. As per checking, the customer's order has changes, that resulted for them to be charged to their back up card.

Please know that the SNAP EBT card can only be authorized by customer pin entry at the time of checkout, all prices are estimates and the final amount will be determined after completion of order, 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. There is a message included during checkout which explains the process for an EBT order that the prices are estimates, the final amount is determined when they received their order. If the final is more, the additional amount will be charged to bankcard.

We apologize for the inconvenience this has caused them.

Regards,

Kroger Co.
Initial Complaint
Date:09/25/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been shopping with Kroger stores for years. This year alone (Jan-Sept) I have spent over $3,000 in their store in ********, **. Kroger Marketplace. It has come to my attention that other people receive coupons called 'Best Customer Bonus Coupons' and they all receive paper coupons in the mail to show appreciation for customers who shop there a lot and shop for certain items. I shop several times more than the other customers to whom I spoke to. When I brought this to Kroger's attention their response was that I did not shop there enough and did not purchase the brands/items that would put me in a category to receive coupons. $3K in groceries should put me in a huge bracket of savings if they truly are concerned for their customers returning.
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 are committed ensuring that our customers receive the benefits of applicable discounts and promotions.

We strive to send customers offers that match them best and make them feel rewarded. This means that customers will not receive mailings every time. If eligible, customers may receive offers through mail or email, depending on how digitally engaged they may be. These offers will be sent to customers based on their engagement and response to what we send. If they respond better to paper coupons, then we will send them paper coupons. If a customer's shopping habits match the offers that we are sending that month, they could be able to receive one of the Best Customer Communications. We also have our alternative cost saving options: Digital Coupons, upcoming promotions, hot offers, the weekly ad, cash back, and fuel points. 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
Initial Complaint
Date:09/24/2024
Type:Facilities Issues
Status:
UnresolvedMore 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 have had multiple complaints about this store. I have filed a complaint around August 1, 2024. I have repeatedly been told that my issues have been elevated and I would receive a call from the regional manager. Today is September 24, 2024 and have not received a response. When I call or chat I am given boiler plate talking points. Last case number: ********. This store dislikes their customers. Employees are unhappy and it shows. Absolutely disgusting customer service. I am attaching the receipt from one of original complaints.
Business Response
Date: 09/26/2024
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the Better Business Bureau (BBB). We appreciate the opportunity to address this matter with the assistance of the BBB. I’m really sorry to hear about your frustrating experience. It sounds like you’ve been very patient and still haven’t received the support you deserve.

At Kroger, we strive to ensure our customers have a seamless and pleasant experience. We value your feedback and appreciate you bringing this issue to our attention.

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

Regards,

Kroger Co
Customer Answer
Date: 09/27/2024
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: 09/27/2024
I do not accept their response. It is the same boiler plate nonsense. I have asked for almost two months to speak to a regional manager and no one will contact me. I have been lied to over and over. Zero contact. I requested that the company contact me, period. This is just them brushing me off again. Horrible customer service
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 appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We genuinely apologize for the time spent to obtain a resolution to the issue. The concern has been shared directly to the relative department to be reviewed. The review might take some time as all aspects of the issue has to be verified ensuring to deliver the best fitting resolution to the issue.

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

Regards,
Kroger Co

Customer Answer
Date: 09/30/2024
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.

company has repeatedly denied my request to speak to the regional manager. Total and complete disregard for my complaint and patronage. This should show the BBB that this company has zero professionalism. Absolutely unacceptable.

Regards,

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

Business Response
Date: 10/02/2024
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 due to the delay. We are doing our best efforts to assist the customer to have their concerns be addressed right away. As per checking case reference ********, as of Sept. 28, 2024, the concern was already forwarded to the district manager of the location.

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: 10/02/2024
Better Business Bureau:

I originally made my complaint on or around July 30, 2024. NO ONE has called me.
this cannot possibly be acceptable to your company.
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 your concern that you sent through the BBB. We understand the importance of a prompt resolution and we sincerely apologize to customer for the delay in resolving the issue they reported. Please be informed that we have forwarded a follow-up email report to our internal management team to expedite the resolution process. Currently, we are awaiting their response. Rest assured, we will provide customer with an update as soon as we receive any information from them.

Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.

Regards,
Kroger
Customer Answer
Date: 10/10/2024
Better Business Bureau:
The original complaint was on or around July 31, 2024. Today is October 10, 2024. Exactly how long does it take for management to make a phone call?
Ridiculous.

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: 10/13/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand that the delay in resolving customer issue was frustrating. We strive to provide the best possible service, and it is disheartening to us that we fell short in this instance.

We have sent an email report to Deli Department for them to reach out to the customer to ensure that concerns are addressed more promptly. We value customer 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.

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

Regards,
Kroger
Customer Answer
Date: 10/14/2024
Better Business Bureau:

we are in the middle of October. My complaints started July 31st. NO ONE has reached out to me.
How long does it take to respond? Six months? One year?

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:09/24/2024
Type:Facilities 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.
Pine sol spilled in store
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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We take all customer concerns seriously and are committed to resolving any issues promptly. However, we noticed that the customer complaint did not provide enough specific details for us to fully understand the situation. To better assist the customer, we kindly asked the customer to provide more detailed information about the incident.

If the customer complaint involves a claim or an injury and referring for assistance, we recommend contacting ********* directly at ###-###-####. Please note that they handle claims on our behalf, and they'll be able to address customer claim efficiently.

Your 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.

Regards,

***** *****
10/15/24 per phone call from customer the last business response told her to call ******** directly. to start a claim but ********* is unreachable on it. I called the number myself. It's for Kroger not ********. I found the ******** that handles all Kroger Claims at ###-###-####. Spoke with rep *******. He said a customer can't start a claim, the Kroger where the incident occurred has to start the claim by submitting an incident report. Incident report was filled out and given to the customer but I confirmed with ******* that it was never submitted to ********* for a claim as policy states.

Based on this information, I don't believe the complaint was answered. Consumer wants the complaint reopened but I'm worried she won't receive the emails again. So I gave her your contact information and told her you'd contact her via email with an update. I updated the email to her daughters but this is hers as a backup.
********************

Business Response
Date: 11/05/2024

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers well-being and safety is of the utmost importance to us, and we deeply regret that we fell short of meeting their expectations.

Rest assured we have forwarded this issue to our internal management team for immediate review and resolution. This process may take some time, will keep customer updated on the progress. 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: 11/25/2024
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: 11/25/2024
Per phone call from customer 11/25/24: She also wants to know why Kroger responded but didn't address any of her concerns and why we are ok with that? and also why do we need clarification from her instead of Kroger when her rejection is clear, and they have yet to respond to it.
Business Response
Date: 11/27/2024
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 response, we are unable to verify any concerns or cases related to claims or call from our end on Nov. 25, 2024. We ask for the customer to provide detailed information so we can further verify the concern. The customer may provide any case number or any details about their concern.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 12/02/2024
Self Check Out rang up Pine-Sol Spilled. On Clothes, arms, face, neck , burn on Both elbows Both legs blurred on eyes my daughter drives me to doctor Scars from the burn Allergic reaction hair fell out So much of the Pine-Sol caused damage on Treatment now Ointment, Shampoo, dermatology.
Business Response
Date: 12/06/2024
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.

After careful checking, when they first reported the incident, customer as advised to file an incident report to the store where it happened and call ******** for claim. They advised by ******** that it was not submitted that is why the claim was not processed. As per the assistance we got for this matter, we ask for the customer to file another incident report to the store, make sure to secure the reference number from the report and directly connect with ******** at ###-###-####.

We understand what the customer would feel now, but this is the only way for the claim to be processed. We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 12/07/2024
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,

***** *****
Customer Answer
Date: 01/29/2025
Better Business Bureau:

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

1/29/25 per customer phone call this matter is not resolved, she closed the file resolved by mistake - please have Kroger contact her regarding this claim.

Regards,

***** *****

Customer Answer
Date: 01/29/2025
Better Business Bureau:

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

1/29/25 per customer phone call this matter is not resolved, she closed the file resolved by mistake - please have Kroger contact her regarding this claim.

Regards,

***** *****

Business Response
Date: 01/31/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the last response, we are unable to process anything on our end in this platform. Customer was advised to file another incident report to the store where the incident happened, file an incident report and secure the reference number form the report. After that, call directly ********, our claims department, to assist them further. We won't be able to do anything with their concern on our end and the best option is the procedure above.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Business Response
Date: 01/31/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the last response, we are unable to process anything on our end in this platform. Customer was advised to file another incident report to the store where the incident happened, file an incident report and secure the reference number form the report. After that, call directly ********, our claims department, to assist them further. We won't be able to do anything with their concern on our end and the best option is the procedure above.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 01/31/2025
Better Business Bureau:

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

Self check out Scanning pine soil flew on my face, clothes, shoes all over my body by both Elbows that burns on from the pine soil Blurry my eyes, I couldn’t find the car finally found the car. Had to sit there for a while. Hair fill out from stress dermatology had to treat me. I went through pain and suffering. No one has done anything about it. Incident report was wrote. My daughter had to take me to the to the doctor. I felt dizzy. I was off for a big bottle of Pine-Sol from the store. They brought it to my car that was not right. I didn’t need no more Pine-Sol. Inhaling no more did too much damage. I did not use that Pine-Sol that the manager came out to the car and brought to me dermatology gave me ointment and shampoo to treat the situation. I am still using shampoo and ointment for dry skin and spots on my elbow. Remember, I got drenched with Pine-Sol on it as I was bringing it up in the store.

Regards, Work The work in the store came and wiped the Pine-Sol off the floor around both of my foots I was drenched in Pine-Sol

***** *****

Customer Answer
Date: 01/31/2025
Better Business Bureau:

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

Self check out Scanning pine soil flew on my face, clothes, shoes all over my body by both Elbows that burns on from the pine soil Blurry my eyes, I couldn’t find the car finally found the car. Had to sit there for a while. Hair fill out from stress dermatology had to treat me. I went through pain and suffering. No one has done anything about it. Incident report was wrote. My daughter had to take me to the to the doctor. I felt dizzy. I was off for a big bottle of Pine-Sol from the store. They brought it to my car that was not right. I didn’t need no more Pine-Sol. Inhaling no more did too much damage. I did not use that Pine-Sol that the manager came out to the car and brought to me dermatology gave me ointment and shampoo to treat the situation. I am still using shampoo and ointment for dry skin and spots on my elbow. Remember, I got drenched with Pine-Sol on it as I was bringing it up in the store.

Regards, Work The work in the store came and wiped the Pine-Sol off the floor around both of my foots I was drenched in Pine-Sol

***** *****

Customer Answer
Date: 02/05/2025
Hi, ****, this is ***** *****. I don't know if you got my message a little while ago, but I was saying I did go by the Kroger's and I took the incident report to Isaac, the manager that's up there at Kroger's in *************. And he put some, put the Idi mean the complaint number, not excuse me. He put the identification you mean at the top of the blocks where he didn't put in the last time on the incident report. He did do that yesterday. So I was letting you know her. Do you need me to e-mail that incident report where he put the claim number in at the top? He didn't put the claim them in when he feel the incident report out. So I would appreciate if you will give me an e-mail or let me know, let me know what I need to do and getting it, getting incident report to you with the playing them at the top. Does that help you any? I mean, you told me in the e-mail that that's what needs to been done. But he also told me that ****** would have asked him for a claim number 2, but I told him I couldn't write it and he had to write it in himself. So thank you very much. I just will let you know the update on this incident report. Yeah, I know you already have a copy, but like I said, he never filled in a claim Have a great day. And my name. Excuse me, ***** *****. And OK, the claim number here is on the e-mail that you sent me on Friday. Let me go to it and get it. Excuse me, 'cause I already had it outside the claim number, the complaint number you sent me on Friday, *********. I did get a message from a e-mail from you on Friday, so we can you can smell it taken care and stuff 'cause I do have a still have a hospital bill. They have to pay on the stuff that I gotta take care of where I want it to the hospital and they had treated me. I still owe them some money. Well, I'm sure I get a reverse man on what's owed to him. I'm pretty sure. But I guess I know the insurance part handles that part. So I was letting you know. Thank you very much and you have a great evening. Bye now.
Customer Answer
Date: 02/05/2025
Hi, ****, this is ***** *****. I don't know if you got my message a little while ago, but I was saying I did go by the Kroger's and I took the incident report to Isaac, the manager that's up there at Kroger's in *************. And he put some, put the Idi mean the complaint number, not excuse me. He put the identification you mean at the top of the blocks where he didn't put in the last time on the incident report. He did do that yesterday. So I was letting you know her. Do you need me to e-mail that incident report where he put the claim number in at the top? He didn't put the claim them in when he feel the incident report out. So I would appreciate if you will give me an e-mail or let me know, let me know what I need to do and getting it, getting incident report to you with the playing them at the top. Does that help you any? I mean, you told me in the e-mail that that's what needs to been done. But he also told me that ****** would have asked him for a claim number 2, but I told him I couldn't write it and he had to write it in himself. So thank you very much. I just will let you know the update on this incident report. Yeah, I know you already have a copy, but like I said, he never filled in a claim Have a great day. And my name. Excuse me, ***** *****. And OK, the claim number here is on the e-mail that you sent me on Friday. Let me go to it and get it. Excuse me, 'cause I already had it outside the claim number, the complaint number you sent me on Friday, *********. I did get a message from a e-mail from you on Friday, so we can you can smell it taken care and stuff 'cause I do have a still have a hospital bill. They have to pay on the stuff that I gotta take care of where I want it to the hospital and they had treated me. I still owe them some money. Well, I'm sure I get a reverse man on what's owed to him. I'm pretty sure. But I guess I know the insurance part handles that part. So I was letting you know. Thank you very much and you have a great evening. Bye now.
Business Response
Date: 02/05/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per previous responses, we are highly advising the customer to file an incident report at the store location to secure a reference number from the report. Once the reference number is secured from filing a report in the store location is when they can contact ******** for further assistance. ******** is Kroger's claims department, and I am fully confident that once the incident is filled in the store to secure the reference number, the issue will be thoroughly addressed.

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

Regards,
Kroger Co

Business Response
Date: 02/05/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per previous responses, we are highly advising the customer to file an incident report at the store location to secure a reference number from the report. Once the reference number is secured from filing a report in the store location is when they can contact ******** for further assistance. ******** is Kroger's claims department, and I am fully confident that once the incident is filled in the store to secure the reference number, the issue will be thoroughly addressed.

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

Regards,
Kroger Co

Customer Answer
Date: 02/07/2025
The ###-###-#### number for ******** does not work please provide a working number thank you
Customer Answer
Date: 02/07/2025
The ###-###-#### number for ******** does not work please provide a working number thank you
Business Response
Date: 02/09/2025
Thank you for reaching out to the Kroger Executive Office. We have received your concern submitted through the BBB and appreciate the opportunity to address it with their assistance. We sincerely apologize for your experience.

Please note that the only way to contact ******** for further assistance, especially for those with an active claim, is by calling ###-###-####. When calling, you will likely reach voicemail and need to leave a message for a callback.

We sincerely regret any inconvenience this may have caused. We are committed to improving our customers' experiences and appreciate your feedback, as our customers are vital to our business.

Regards,
Kroger Co.
Business Response
Date: 02/09/2025
Thank you for reaching out to the Kroger Executive Office. We have received your concern submitted through the BBB and appreciate the opportunity to address it with their assistance. We sincerely apologize for your experience.

Please note that the only way to contact ******** for further assistance, especially for those with an active claim, is by calling ###-###-####. When calling, you will likely reach voicemail and need to leave a message for a callback.

We sincerely regret any inconvenience this may have caused. We are committed to improving our customers' experiences and appreciate your feedback, as our customers are vital to our business.

Regards,
Kroger Co.
Customer Answer
Date: 02/10/2025
###-###-####. I cannot get, I'm not able to communicate with anybody. I been calling that number ever since last Thursday and I haven't been able to get anyone.
Customer Answer
Date: 02/10/2025
###-###-####. I cannot get, I'm not able to communicate with anybody. I been calling that number ever since last Thursday and I haven't been able to get anyone.
Business Response
Date: 02/12/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We appreciate the customer's patience regarding the issue. As per previous response, customers who have a claim that is being handled by ******** should be advised to call ###-###-#### for assistance. Please be advised that ###-###-#### is indeed the correct number. When a customer call ********, they will more likely get a voicemail and will have to leave a message to be called back. Please leave a voicemail regarding the issue along with your information, and rest assured that they will call back.

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

Regards,
Kroger Co

Business Response
Date: 02/12/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We appreciate the customer's patience regarding the issue. As per previous response, customers who have a claim that is being handled by ******** should be advised to call ###-###-#### for assistance. Please be advised that ###-###-#### is indeed the correct number. When a customer call ********, they will more likely get a voicemail and will have to leave a message to be called back. Please leave a voicemail regarding the issue along with your information, and rest assured that they will call back.

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

Regards,
Kroger Co

Customer Answer
Date: 02/20/2025
2/20/25 per phone call from customer Kroger is sending her paperwork to pursue a claim against the product manufacturer. She is satisfied with the with that for the time being but will reopen her complaint if there issues in the future.
Customer Answer
Date: 02/20/2025
2/20/25 per phone call from customer Kroger is sending her paperwork to pursue a claim against the product manufacturer. She is satisfied with the with that for the time being but will reopen her complaint if there are issues in the future.
Customer Answer
Date: 02/21/2025
Better Business Bureau:

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

2/21/25 per phone call from customer the Kroger rep Jordan G***** (not sure spelling of last name is correct) gave her wrong contact information for the manufacturer, she cannot reach anyone and needs someone to give her correct info so she can pursue this matter further.

Regards,

***** *****

Business Response
Date: 02/22/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We appreciate the customer's patience regarding this issue. As per our previous response, customers with a claim being handled by ******** should call ###-###-#### for assistance. Please be advised that ###-###-#### is indeed the correct number.

When contacting ********, customers will likely reach a voicemail and will need to leave a message to receive a callback. Please leave a detailed voicemail regarding the issue along with your contact information, and rest assured that ******** will return the call.

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

Regards,

Kroger Co
Customer Answer
Date: 02/27/2025
Better Business Bureau:

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

2/26/25 per customer phone call she did call the Kroger claims department and spoke with Jordan G*****, who gave her an incorrect phone number that reached a real estate business. Customer called back and spoke with Carol, who is a supervisor. Still no resolution. Also mentioned she is having knee surgery on Tuesday 3/4 and her daughter ******** ********* will be responding on her behalf.

Regards,

***** *****

Business Response
Date: 02/28/2025

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

After reviewing the account we have informed customer multiple times to file another incident report to the store, make sure to secure the reference number from the report and directly connect with ******** at ###-###-####. ******** Claims Management Services will be handling the process from here on out. We have full confidence in their expertise and commitment to ensuring a fair and efficient resolution to their claim. We value customers patronage and trust, and we are fully dedicated to restoring their faith in our services.

We appreciate your understanding of our policies. Our goal is to provide the best possible experience, and we hope to find a resolution to any concerns you may have. 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:09/24/2024
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.
Original order was placed 9/17 and included an item for which there was a coupon. I did not understand at the time the order was picked up that the replacement item was twice the price and the coupon no longer applied. That wasn't the problem for which this complaint is being filed. The issue is that when attempting to return the item on Friday 9/20 around 4pm , there was no one available in the store who could process the return. I asked 4 separate associates in the store (R***** in the florist), two shelf stockers working back in the meat department, and the store pickup associate for a manager who could process the return. The meat stockers indicated there was supposed to be a manager on duty and went to look for him. R***** working in the florist also went looking for the manager and came back to tell me he couldn't find them. The store pickup associate went to ask the checkout manager and came back to tell me that no one would be able to process the return. The next manager was due to arrive at 5:30pm. How is there no management available in the store??
Customer Answer
Date: 09/24/2024
I have attached a copy of the original purchase receipt. The issue is not with the order, but the fact that the store had no one available to assist with customer service during normal business hours (FRI 4PM EST). Why is no manager available or no employee able to process the return for me?
Business Response
Date: 09/26/2024
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 us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. The concern is rightfully shared to the store leadership team for a proper review. We anticipate that the review process might take some time to ensure a fact-based resolution.

Kroger takes customer feedback significantly. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co
Initial Complaint
Date:09/23/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am receiving error codes when placing an online order. My billing address is my state of residence **, but I am currently working and living in ** for approximately 2-3 years on a contract. I have explained this to customer service on 4 separate occasions, but they refuse to correct the issue. I understand security and appreciate that, however I have called and explained this 4 times each call approximately 20 minutes each!!!
Can someone please help correct this issue as customer service is useless.?
Business Response
Date: 09/25/2024
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 us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per checking recorded case IDs on our end, the customer is receiving the error code ******. This error can be properly explained and assisted by a relative department. We are highly encouraging the customer to contact Kroger Customer Relations Center (KCRC) at ###-###-####.

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

Regards,
Kroger Co

Customer Answer
Date: 09/25/2024
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 contacted Kroger customer service, on 4 separate occasions and they still will not help me correct the issue. I don’t know why is why I have reached out to the BBB. Customer service is it helping me!

Regards,

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

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 your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize for the unsatisfactory experience, as this is certainly not the level of service we aim to provide our valued customers. Upon reviewing the recorded case IDs, we see that the customer is encountering error code ******. This issue can be better explained and resolved by the relevant department. We strongly encourage the customer to reach out to the Kroger Customer Relations Center (KCRC) at ###-###-####, for further assistance.

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

Regards,

Kroger Co.
Customer Answer
Date: 09/27/2024
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.

this is second response to this question! I have called on 4 separate occasions to customer service and they will not help me! I don’t know why, they don’t know what they are doing perhaps? I am need help is why I submitted to BBB! Is this clear now??!
Regards,

**** *********
Business Response
Date: 09/29/2024
Thank you for contacting the Kroger Executive Office. I have received the customer’s concern submitted through the BBB. We appreciate the opportunity to address this matter with the assistance of the BBB and hope to assist the customer in any way possible.

As mentioned in the previous response, the customer's concern is something we have limited access to and information about. We advise the customer to reach out to our Kroger Customer Relations Center to review their issue. We are unable to resolve or verify the issue on this platform, as it is being handled solely by that department. They are available at ###-###-#### Monday to Friday from 8:00 AM to 10:00 PM, and Saturday and Sunday from 10:00 AM to 9:00 PM.

We wish to assist them, but this matter is beyond our service. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:09/23/2024
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.
On September 22, 2024 I purchased two cases of Similac Infant Formula from the Kroger on **** *********** *** ****** ******** ** location for my five day old grand daughter. My grand daughter was fed two bottles of this formula. Later on that day I noticed that the use by date of this milk was April 1, 2024. I went back to the store to refund the milk as well as speak with the manage in regards to my concerns of them selling five month old expired milk to it customers as well the concern for my grand daughters health of consuming this expired product. The manager initially refused to refund my money back without a receipt. I told her to pull the surveillance tapes of me checking out on lane 14 this morning and she kept insisting that there was nothing that she could do. I explained to the manager that is issue goes way beyond a refund but the safety of other babies consuming this expired milk. I asked to speak to the Store Manager who was not on duty. Only after promising to file a compliant with the BBB did the manger decide to go and check the milk on the shelfs. The manage came back with all of the expired milk. I asked how did something like this happen and she couldn't give me an explanation as to why they were selling expired milk/products in their store.
Business Response
Date: 09/25/2024
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 about the expired milk that you were experiencing.

To better serve you and move towards a resolution, can you please help me with the following information to forward the issue to the appropriate team and prevent it from happening again? Your response will be highly appreciated.

* Loyalty card number or alternate ID used on the transaction

Regards,
Kroger Co.
Initial Complaint
Date:09/23/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had a really bad store experience where the manager was rude to me, I was hung up on over the phone multiple times, and was lied to about being compensated. I have reached out to Kroger customer service 3 times for almost a month and no one is able to assist me. They only escalate my complaint. Very unsatisfied and frustrating. This is not my first bad Kroger experience this year.
Customer Answer
Date: 09/23/2024
The store this occurred at was Kroger at ***** * ** **** *** ********** ** ***** on September 8th, 2024 around 3-6 PM.
Business Response
Date: 09/26/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

We sincerely apologize for the bad/negative experience that the customer encountered, and we deeply regret any inconvenience this has caused. Please know that we take all customer feedback very seriously and are committed to addressing your concerns promptly. After checking it appears that the feedback has been forwarded to the appropriate department for further review. Also, in an effort to make it right, I have added a store credit of $30.00 to your shopper's card. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Kindly note that the credit cannot be applied to ship orders but can be applied to pick up, delivery and in-store purchases. To use your store credit for in-store purchases, the cashier will receive a prompt to apply the credit and if using self-checkout, then you will see the same prompt to apply credit. For pickup or delivery orders fulfilled by Kroger, the credit will be deducted during the checkout process of your online order. This will show as “customer relations” on your receipt. For Instacart Delivery, you should place a note in the “special instructions” box under any item in your order that you would like to use your credit. Additionally, you can reach out to your shopper as a reminder to ensure the credit is applied.

Once again, 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,

The Kroger Co.
Initial Complaint
Date:09/21/2024
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.
Failure to honor advertised prices and coupons. Has been an issue multiple times where I did not complain but today happened again. Had an coupon for free Oreos that specifically said any size and any variety. Did not ring up and store refused to honor saying the coupon did not cover the size I had.
Business Response
Date: 09/25/2024
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 important each of our customer's feedback as this reflects on how we do our role to serve as our valued customer. As for the customer's concern, on Sept. 22, 2024, customer contacted us through our social media and spoke with a representative who assisted them in addressing the issue. In that conversation, customer was given $6 for the item that should be free.

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

Regards,

Kroger Co.
Customer Answer
Date: 09/25/2024
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:09/19/2024
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.
On September 17, 2024 I went to the local Kroger to grocery shop. On the way in I stopped at the fuel pumps and filled my **** with gasoline. I then proceeded to the shopping. I was in the store no more than 30 minutes when I returned to my vehicle and left. The engine started just fine like it normally does. About 200 yards as I exited the **** began to miss and vibrate. I thought the engine was going to die so I pulled into another business parking lot to figure out what to do. The problem seemed to get worse so I called for towing and took it to the local dealership for evaluation. The next day the dealership called me and said the problem was contaminated fuel and the fuel tank would have to be removed and flushed. Furthermore, all fuel lines had to be flushed and filters changed. The repair cost is more than $1200.00, plus the cost of towing and replacing the gasoline. I called Kroger and spoke to a manager. He said he could not help me, that I needed to speak to a higher manager. He made the connection but the phone rang for several minutes without an answer and was finally disconnected. I called Kroger customer service. Immediately after asking what I needed the agent put me on hold which lasted for several minutes and then was disconnected. As soon as they find out you have a problem they don't want to hear any more. I made a good faith effort to purchase quality fuel and what I got was contaminated gasoline and a huge repair bill.
Business Response
Date: 09/24/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We are truly sorry for the damaged caused to customer property. Customers trust and satisfaction are of utmost importance to us, and we deeply regret any inconvenience this incident has caused.

We recommend to directly reach out the fuel store where the incident happened (******** Kroger Center in ********, **) their phone number is **********. They will be able to provide customer with the necessary information and support. 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: 10/01/2024
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: 10/01/2024
i followed your directions, which was to talk to the Kroger manager. I had a face-to-face meeting with him. He said he would make necessary contacts and I would be hearing from someone. I have heard nothing! To update you on the repair process of my ****, all efforts to save it have failed! The engine is destroyed!
Business Response
Date: 10/03/2024
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 the damage caused by our property.

Rest assured that your comments have been forwarded to our internal management teams. We 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.
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.

Regards,

***** *****
Customer Answer
Date: 10/14/2024
On 10-7-24 I received a text saying, "******** has received your claim on behalf of The Kroger Co.; you will be receiving text messages throughout your claim with important details." I have receive one phone call since that time, seeking information from me but no information for me.
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 understand how inconvenient this is for the customer. As of now, as per the customer's information, they received a call from ******** and got information from then. It seems that their concern is being processed already. Although we have limited information for their concern, we advise that they call our claims department, ******** at ###-###-####. In this case, they can be further assisted, and they can ask any questions they might have with the issue they raised.

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: 10/16/2024
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.

The company has not addressed the issues of the dispute
They have provided no information as to why.
No offer of resolution has been mentioned.

Regards,

***** *****

Business Response
Date: 10/18/2024
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 us a chance to properly address this concern with the assistance of the BBB.

I am truly sorry to hear about your experience. It sounds incredibly frustrating and costly. Contaminated fuel can cause significant damage to a vehicle, and it is disappointing that Kroger has not been more responsive to your situation. This is certainly not the experience we want for our valued customers.

As previously advised, you were recommended to directly reach out to the fuel store where the incident occurred, the ******** Kroger Center in ********, **. Their phone number is ###-###-####. They should be able to provide you with the necessary information and support.

Additionally, you mentioned receiving a text stating, “******** has received your claim on behalf of The Kroger Co.; you will be receiving text messages throughout your claim with important details.” However, since then, you have only received one phone call seeking information from you, but no further updates have been provided.

While it appears that your concern is being processed, we have limited information to share with you at this time. I suggest calling our claims department again for a follow-up. You can reach ******** at ###-###-####. They will be able to assist you further and address any questions you may have regarding your claim.

Furthermore, I will pass along this case to the appropriate department for further investigation. If any additional information is needed, they may reach out to you and to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 10/24/2024
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 has denied any responsibility for the damage to my Jeep and they have rejected my claim! This is utterly ridiculous! I bought what was supposed to be quality fuel and ended up with an enormous bill for attempted repairs and my Jeep can only be salvaged! This is America and we all have rights and my rights have been denied! Next steps are in order.

Regards,

***** *****

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