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:09/19/2024
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.
My husband went to the location on ****** and ******** road in ******* ******* *****. He buys groceries all a time. But he went last week sometime. He bought ************ sausage and it was buy one and get 2 free and he never gets the deals . I did the chat today and the lady couldn't find our account and they argue to much and I found it in my husband's purchase history and in the account. It cost $6.99 dollars and he got 4 sausage and there is never managers in the front when he goes there and he never gets the digital coupons. We been shopping there for 20 years and we never get deals it seems like it is always over hundred dollars. We are on a low income. We spend $300.00 dollars in the store on ****** road and ******** road in ******* ******* *****
And the location on power road and ******** road in **** ******* ***** .we spend $200.00 dollars in that location and the overcharge my husband and they also short change him and we always have to go back and it is hot here and we are a disabled couple and we are on oxygen and we have asthma. We walk everywhere.
Resolution we want our money back. And the customer have attitudes when my husband in seafood and on line the customers flip out or get mad when my husband is on line and when I'm at the customer service they take too long and one time I felt dizzy and I'm in a wheelchair and pass out easily and so can my husband
Thank you.
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 understand the importance of enjoyable shopping experience, and we regret that we fell short of meeting customers expectations in this instance.

To assist us in resolving this matter promptly, could customer provide us with more information such as:
* Exact Date and Time of Transaction
* Order Number
* Loyalty Card Number or Alternate ID used during the transaction
* May we also request to send us a screenshots of the receipt

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. Rest assured that we are committed to providing a positive and respectful shopping experience for all our customers, and your feedback helps us in achieving that goal.

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 hearing from you soon.

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 have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******** ********
No one contacted us the company. Thank you.

Customer Answer
Date: 10/24/2024
it was the soap, trash bags soda and get two and buy two on sausage. It was on September and this month and it is everything we bought in the past.
The phone number is *********** cellphone number
We live in **** *******. It is the location on ****** *** ******** **** ** ******* ******* *****
Power road and ******** **** in **** ******* *****
We are recovering from covid and we are on oxygen and we are a disabled couple. We want our money back. Thank you
Business Response
Date: 10/30/2024
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.

Upon checking the phone number provided, there is no purchase that is recorded on the month of September for the concern of the customer. As per our policy, in-store transaction discrepancies may need to be coordinated with the store team, but if we can arrange something from our end, we can make considerations. However, even after providing the loyalty card number, we can't verify any most recent purchase based on the day the customer filed the complaint. We can't proceed with anything unless we can verify the purchase and the offers for the purchase.

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

Regards,

Kroger Co.
Initial Complaint
Date:09/18/2024
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.
This complaint is in regards to the ******* ***** Krogers location in *******, ****.l, as this location has been caught selling spoiled food on numerous occasions.
On September 12th, I spent $2.99 on a Brekki Overnight Oats cup. When I went to eat the product on September 16th though, I found out it had an expiration date.
Yesterday, September 17th, I went to purchase more, only to find this location’s entire stock of Brekki was expired, with dates ranging from August 17th to as far back as June 28th. I pulled all the expired cups and took them to customer service to show them. When I spoke to the manager on duty, Todd, he did not seem concerned despite this being the third time we’ve spoken about this issue.
This is horrible, as someone could end up seriously ill due to this location’s continued negligence.
I’ve included pictures of the of product I pulled, both to show the quantity of expired product and some of the dates.
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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

I wanted to inform the customer that we have reached out to the store management regarding their complaint about the expired items in-store and emphasized the urgency of a callback and resolution regarding the issue. I understand the importance of this matter to the customer, and I have stressed the need for a prompt response on their end. This issue may affect not just the transaction and but also the possible health issue the customers may experience. For compensatory credit we would like to get the loyalty card number of the customer, so we may add back of the amount purchased items.

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:09/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had did a Krogers order online for delivery on September 11th they canceled my order because the delivery driver picked their keys in the car so they order was never delivered. I called Krogers about the refund that was processed to my visa and Ebt card as well. I received my refund to my bank account for the $4.50 but have not received the refund to my ebt card $488.53! However some items in the store they didn’t have so they did issue back $30.14 . Only! After the adjustment amount it rounded down to 488.53! They told me to wait 2-5 days I waited 7 tomorrow will make 8 days. Everytime I call they beat around the bush and I’m literally in my home with no food for my kids because of them! I have the adjustment number , case number, and order number I’d be willing to give u!
Business Response
Date: 09/22/2024
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 regarding what happened with their delivery order. We value their feedback as we use this for us to improve our services. Please be advised that Kroger typically processes SNAP/EBT refunds immediately. However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so the customer will want to check with their state agency to see when their funds are scheduled to be loaded next.

The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds will be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders.

Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more. Our customers can contact their state agency for details for their state.

Regards,

Kroger Co.
Customer Answer
Date: 09/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, Krogers has not done anything about my complaint yet I still haven’t been paid the money I’m owed for a canceled order that was made 9/11/24. I have reached out and they have done absolutely nothing.

Regards,

******** ******
Business Response
Date: 09/26/2024
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 last response and the customer's contact on September 25, 2024, the refund has been completed from our end and the funds were sent to their institution. The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds will be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders.

Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more. Our customers can contact their state agency for details for their state.

We sincerely apologize once more for the inconvenience this has caused them. We appreciate their understanding and are committed to resolving the issue as quickly as possible.

REgards,

Kroger Co.
Initial Complaint
Date:09/17/2024
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.
Most of their employees are rude at this location. Had another rude employee today at the self checkout. Ther are not welcoming and the way they act makes a person not want to ever go back. Unfortunately it is the closest one to my house so it's easier to go there. So today when I went I needed to take a certain amount from my card then pay the rest with another card. The area I went in I was the only one there so I said excuse me a couple times and the employee just kept her head turned so I then said ma'am and shelooked at me and stood where she was with no response so I told her what I needed then she walks to her computer and leans on the counter it's on and does nothing. I thought maybe she didn't hear what I needed so I walked towards her a couple steps and asked her if she heard me, she says nothing to me then finally starts doing something on her computer, she turns and asked what the amount was again so I told her then I asked if I needed to pay over at her card reader and she says nothing. Once she stands up from leaning I assume she is done so I walk to my register to pay and she then says you have to pay over here, I responded and said I asked you that and you didn't answer, so she again says nothing back no sorry I didn't hear you or nothing. I go to hers and pay then asked if I finish at mine and she rudely says no I switched everything over here. Once I'm done she hands me the receipt so I say thank you and she replies with mmmm hmmm. The reason she has a check is because we shop there so I would expect to be treated better and I've made complaints to krogers about other employees but nothing is ever done. I had a worker at the parsons location try to fight me and she still works there in the liquor store and is still rude. Since they don't want to handle these situations I figured I would try this way cause something needs to be done. Date 9/17/24 11:16am
Business Response
Date: 09/21/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddens us to hear that customer were subjected to rudeness from our employees. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during their visit.

Rest assured will be taking appropriate and corrective action with the employees involved. We value your feedback greatly as it helps us identify areas for improvement, and we are committed to making the necessary changes to provide our customer better experience. May we request customer the loyalty card number for us to locate the transaction and make necessary adjustments.

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:09/16/2024
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.
Ordered Delivery on 09/10/2024 my food was torn and missing called and asked for a refund.. Was told I'd receive an email and a refund. Waited 5days and called on 09/15/2024 I was told no refund was expected because the previous agent didn't put it in the system so this one did and I'm expected to receive a refund of $182. Back on my card. Well we have no food here and I begged and pleaded and was told it was being escalated and I'd receive my money back on my card yesterday.Nothing!! I have 6small kids and need to go into the store to buy purchase food .. they gave me a $20 credit to use in the store but what is that when food is high .. also they offered a $5 credit..
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 further review, we noticed that the customer's recent payment for order ******************* was made using an EBT card, and we wanted to provide some clarification regarding your refund.

Per our policy at Kroger, we process refunds for EBT/SNAP payments immediately. However, please note that certain financial institutions partner with state agencies to return funds on scheduled dates. This may cause a delay in when the funds are credited back to your EBT card. To ensure the most accurate information, we recommend contacting your state agency or checking with your financial institution for their specific refund timeline.

Rest assured that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Initial Complaint
Date:09/16/2024
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.
The Kroger supermarket at ******** ****** in ********* ******** regularly overcharges for items. The overcharge is either because the item scans for more than the price listed on the shelving stickers, or the check out computer does not credit the digital coupons that have been clipped. This has happened at each of my last five trips to the store.
Business Response
Date: 09/20/2024
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 technical issues you were experiencing.

To better serve you and move towards a resolution, can you please help me with the following information so that we can further investigate and prevent it from happening again? Your response will be highly appreciated.

* Transaction dates
* Full details of the promotion (if there's any)
* Coupon details
* Overcharge amount
* Items involved in the issue

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.

Regards,

***** *********
In response to your letter, no the company has not resolved the issue. They continue to charge more than the posted price.
The refund the difference, but you have to go through and check what they charged you for each item. You then have to wait at the customer service counter.

Attached is one example where I was overcharged and then refunded on two items. There was a third item, but I caught the error at the checkout.

Thank you.

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

As per previous response, we ask for the customer to provide all the following information for u to evaluate further the customer's concern. We kindly request for them to respond with all the needed details. Also, we are unable to view clearly the photo that is attached in the complaint.

* Transaction dates
* Full details of the promotion (if there's any)
* Coupon details
* Overcharge amount
* Items involved in the issue

We highly appreciate the customer's cooperation on this one.

Regards,

Kroger Co.
Initial Complaint
Date:09/15/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to Kroger Customer service several times regarding a refund for a product that was not able to be used due to poor quality.

I reached out so many times and keep getting ignored once I get to the point of requesting the refund. I truly hope this brand goes bankrupt. It's run by complete imbeciles who are grossly overpaid.
Business Response
Date: 09/20/2024
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 apologize that the customer has not received their refund for their purchase. For us to proceed with any review regarding their concern, we will need specific information that could help us find a resolution on the issue. We ask for the customer to provide all the information below:

-Date of transaction
-Type of purchase (online order or in-store purchase)
-If it is an online order, then an order number will be needed.
-Reason of refund
-Names of the items to be refunded.
-If available, any reference case number.

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.
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 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. After a thorough review of all the recorded contacts of the customer with us, case ID ******** on June 27, 2024, stood out. Initial contact was for 2 missing items which were refunded, and the customer was advised of. Customer responded with gratitude for the requested refund however informed of another item issue with Smithfield Premium Bacon Lover's Double Thick Double Smoked Bacon - 12oz - $5.99 and this was left unrefunded unfortunately.

After a proper review, a request for refund has been submitted for the item. 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. We are genuinely sorry for the time it took to resolve 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: 09/25/2024
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.
Unfortunately , this company has shown it's lack of respect to the very people making it successful. This is seen over and over again in companies serving the American people.

Regards,

********* ******
Initial Complaint
Date:09/14/2024
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.
I have been shopping with Smiths for years and I have gotten many coupons to save. For many months over and over I get coupons for free Private Select bread. Never ever is it in stock. Ever! I don't even see the name private select in the bread aisles. Is this a trick to get me to come into the store to buy food? Can someone tell me what is going on? Even on your website it shows I get a free loaf but then in smaller print right below it says unavailable. Is this false advertising or something? At $3.49 a loaf and over 5 times in many months came to get bread it would be nice to get a store credit or something to make it worth my time.
Business Response
Date: 09/19/2024
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 this is certainly not what we wanted for our valued customers. As per checking, the item is available for pickup or delivery. It is very unfortunate that the item is currently unavailable in store. We list all available items because Customers may want to see everything that is available for different modalities and potentially add those items to an online order. To make this right, we added a $25 store credit to your shopper card that you may use anytime. This credit can be seen on your app or banner website under "Account Credits."

In-Store
You may redeem your credits at any checkout (. manned by cashier or self-check-out). Credits cannot be redeemed at fuel centers.

Pickup Order, Delivery Orders and Boost Memberships
Credits will redeem during the online checkout process.

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: 09/19/2024
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:09/14/2024
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.
Kroger delivery delivered me 3 hamburger meat packages that were brown and refused to re deliver saying I would have to reorder plus pay the $6.85 delivery fee . Unacceptable
Business Response
Date: 09/19/2024
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 further review, a refund worth $14.97 was already processed back to the original payment method for the poor-quality Private Selection Angus Ground Chucks 80/20 on 09/13/2024. Please advise be advised that once we submit the refund, it will be processed immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account.

Additionally, a $5 credit was added to the account on the same day the refund was processed. This added credit was also redeemed for an in-store purchase on 09/17/2024.

For your future reference, a credit can be used on your next in-store or online purchase. Using our credit is very easy and convenient. It doesn't have an expiration date. You can redeem your credits in-store and online, but they cannot be redeemed at fuel centers. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For pickup orders, delivery orders, and Boost memberships, credits will be redeemed during the online checkout process.

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: 09/19/2024
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 further review, a refund worth $14.97 was already processed back to the original payment method for the poor-quality Private Selection Angus Ground Chucks 80/20 on 09/13/2024. Please advise be advised that once we submit the refund, it will be processed immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account.

Additionally, a $5 credit was added to the account on the same day the refund was processed. This added credit was also redeemed for an in-store purchase on 09/17/2024.

For your future reference, a credit can be used on your next in-store or online purchase. Using our credit is very easy and convenient. It doesn't have an expiration date. You can redeem your credits in-store and online, but they cannot be redeemed at fuel centers. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For pickup orders, delivery orders, and Boost memberships, credits will be redeemed during the online checkout process.

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

Regards,
Kroger Co.
Initial Complaint
Date:09/14/2024
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 (** * *********** *********) Place an order for deliver today (9/13/24) between 7-8 pm and order not received. From 8:15 to 9pm on phone hold for/speaking with customer service. Kroger canceled my order while I'm on hold waiting to find out why the order is late (not exactly sure why it was canceled). Then Kroger tells me you issued a refund and I'll get money in 2 - 3 business days (kroger website states 3-7 business days) and today its Friday evening. SO...... I don't have my groceries..... I don't have my money..... And I waisted 2 hours waiting on groceries and a answer as to why. Now you tell me how that's fair to your customers. kroger could of ask me if I was able to pick the order up. They could of offered a store credit so I could still shop and therefore have food to eat. They could of offered a gift card. BUT, No.... Kroger thinks it's okay to cancel the order, keep their food and have my money tied up without a care as to if I have other financial means to purchase the items I expected to have on Friday evening.. I get to figure out if I will eat tomorrow or not. Can someone at Kroger corporate office please help me make this make since....... Cause Kroger would never let me keep the food and tell them the money is on the way, so why it okay for Kroger!! I do understand that things happen. But, how it's handled is the real problem here.
Business Response
Date: 09/19/2024
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 this is certainly not what we wanted for our valued customers. As per checking, the order was cancelled. For cancelled orders with no captured amounts, the funds go back to the customer's card as it was not charged.

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: 09/19/2024
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 this is certainly not what we wanted for our valued customers. As per checking, the order was cancelled. For cancelled orders with no captured amounts, the funds go back to the customer's card as it was not charged.

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: 09/24/2024
Better Business Bureau:

My complaint has been resolved as I called customer service for the 2nd time and the representative gave me a store credit to buy groceries. Kroger should keep in mind when canceling customers grocery orders that they may not be able to eat Kroger cancelled the order and it is by no fault of the customer. Especially for me, since the order was cancelled at 8:30pm est on a Friday night.
Also, It would of been nice and customer focused to give me an option to pick up the order rather than cancelling the order on a Friday night without notice. Or, as large as Kroger's chain of stores are they should be capable of getting another driver to deliver the order. Kroger made their problem a problem for the customer.

Regards,

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

Customer Answer
Date: 09/24/2024
Better Business Bureau:

My complaint has been resolved as I called customer service for the 2nd time and the representative gave me a store credit to buy groceries. Kroger should keep in mind when canceling customers grocery orders that they may not be able to eat Kroger cancelled the order and it is by no fault of the customer. Especially for me, since the order was cancelled at 8:30pm est on a Friday night.
Also, It would of been nice and customer focused to give me an option to pick up the order rather than cancelling the order on a Friday night without notice. Or, as large as Kroger's chain of stores are they should be capable of getting another driver to deliver the order. Kroger made their problem a problem for the customer.

Regards,

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

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