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

1,648 total complaints in the last 3 years.
544 complaints closed in the last 12 months.

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

Initial Complaint
Date:08/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I call on 8-15-25 about my account place an order I received error code 9547 and that my account need to be manually verified so I can be able to place my order the account need to be manually checked and clear of errors the agent I spoke with told me everything was clear and verified be I was still having issues placing my order I ask for a case number the agent didn’t provide it to me and hang up in my face which I find that very rude my loyalty number ************
Business Response
Date: 08/17/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

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

If they are encountering the same error code, for better assistance, they need to reach out directly to our Kroger Customer Relations Center via phone at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm. They are the only department that can handle issues related to the error code mentioned.

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

Regards,

Kroger Co.

Customer Answer
Date: 08/19/2025
Better Business Bureau:

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

(PLEASE TYPE YOUR REASONS HERE)

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

Regards,

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

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

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

As much we want this to be resolved, we do not have the right resources and tools to fix the issue. We highly suggest contacting directly the mentioned department above via phone at at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

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

Regards,

Kroger Co.
Initial Complaint
Date:08/15/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
7/20/25 - Ordered for 7-8AM delivery for 7/21
7/21/25 - No order, called Kroger cust svc and was told delayed till 230. Order was cancelled case# ******** and I was assured charges would not be assessed.
7/22/25 - 165.02 was charged to my account
7/24/25 - Dispute w/***
8/4/25 - Chat w/Kroger online case# ******** stated she initiated a refund to be recd w/in 2-5 business days.
8/10/25 - Call w/store Mgr and cust srvc - returned my call confirming refund was in process

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Regards,

Kroger Co
Customer Answer
Date: 08/18/2025
Better Business Bureau:

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

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

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

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

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

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

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

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

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

Regards,

Kroger Co
Initial Complaint
Date:08/15/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 6 2025 i spent 188 dollars and it was my first order ever with kroger delivery and it was taken to wrong place and i have a email saying my refund was processed but it isnt. Kroger needs to make good on what their worker promised me.
Business Response
Date: 08/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer did not receive most of the items from their order *******************. We are working hard to provide good service to our customers. After carefully checking all the recorded cases for the customer, on July 07, 2025, they initially reported the missing items from the order, which a refund request was submitted.

After verification of our refund team, they found the package weights are consistent with the carrier tracking/delivery statistics. While we appreciate the customer's business, at this time we will no longer approve these refund requests. As such, we request that they only shop in store. They will no longer be able to place online orders or receive refunds for online orders as per our Refund team. Any issues with their future in-store purchases should be reviewed with the in-store team.

On July 19, 2025, they contacted through chat, where they were advised the mentioned result of the review on their refund. All refunds are subject for approval and not guaranteed until review is done.

Regards,

Kroger Co.
Initial Complaint
Date:08/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/13/25, I contacted Kroger Customer Service after discovering that my Kroger Plus account had somehow merged with someone else's account. Customer Service was able to unlink my account and restore it. However, every single coupon that was unused and originally clipped to my account has disappeared altogether. This includes my Best Customer Exclusive, Savings For You coupons, as well as coupons for Free items. I've used the Kroger App, as well as the website on a computer, and every single clipped coupon is gone from my account with no way to re-clip them. I've contacted Customer Service again about the missing coupons on my account, and they have been completely unhelpful. When my account was unlinked, the digital coupons should have been restored as well. I have screenshots of the unused Freebies and Best Customer coupons that are supposed to be clipped to my account. What can be done to correct this situation?
Business Response
Date: 08/15/2025

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for the inconvenience customer experienced about Best Customer Coupons on their account. We understand how important these offers and we deeply regret the error.

To assist us in resolving this matter promptly, we kindly request to our customer additional information such as: coupon description and values. This information will help us check our system and taking appropriate action to address this issue.

Thank you for patience and understanding. We look forward to receiving response from our customer at their earliest convenience

Regards,
Kroger
Customer Answer
Date: 08/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******
Initial Complaint
Date:08/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Sunday 8/3, I placed a pickup order from Dillons on **** in **** ** in the amount of $142.72. They placed the pre-authorization charge in the same amount on my card, & we picked up, without incident. On Mon 8/4 at 4:56 pm, I received a notification that I spent $142.72 at Dillons. When I looked, there was a whole new charge for that amount that immediately settled, IN ADDITION TO the still pending charge. I called the store. I was told it was a “computer glitch” by the delivery manager & was given the Kroger help line. They told me my financial institution had to release the pending charge. My financial institution said the same of Dillons (I’m having to deal with them as well, but Dillons committed the initial theft). Kroger keeps copy/pasting emails to me saying “sorry for the inconvenience. You don’t understand pre authorization. Wait 3-5 days.” Today is day 9. I feel they should refund the money they stole (the charge that came through a day later & immediately cleared) & THEY can wait for their pending charge to clear. I called the Dillons store on Sat 8/9 & spoke to a manager. Her response was “That’s awful! That keeps happening & we don’t know why, but people keep calling with the same problem! All we can do it give you the Kroger help line.” So Dillons is habitually stealing from their customers with zero consequences.
Business Response
Date: 08/14/2025
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.

I sincerely apologize for the pre-authorization hold, and for the inconvenience. Rest assured that I will help you. I checked the customer's account and found out that there's only one confirmed transaction worth $$142.72. Please inform the customer that we would like to clarify that the other charged he seeing on his account is a pre-authorization only, and not an actual debit. This temporary hold commonly used to verify the validity of the payment method and to ensure sufficient funds are available. Kindly advise that the pre-authorization is not a completed transaction and will automatically be released by the customer's bank within 3-5 business days, depending on his bank policy.

Upon further checking customer also response to one of the email that the pre-authorization charged was been release already from their bank last August 13, 2025. We do apologize for the inconvenience that customer had for the issue .

Regards,

Kroger Co.
Customer Answer
Date: 08/14/2025
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.

Ironically, approximately 24 hrs after making my complaint, the preauthorization was dropped & my funds were returned to me. So, yes, as far as receiving my money back, I am satisfied. HOWEVER, Kroger’s response here is just another perfect example of their gaslighting lies. The first charge (the “preauthorization” that holds my money just like a regular charge) was pending for 10 days. That should have been Kroger’s problem. NOT mine & it did NOT justify them stealing ANOTHER $142.72 the following day AFTER my purchase. The amount that they stole instantly settled. I was told from the beginning that it was a computer glitch. I was also told by a manager that “we’ve had a lot of phone calls about this happening to people & all we can do is give you the Kroger help number.” All Kroger told me to do was to have my bank drop the pending charge. So Kroger claims they can put a hold on your money, but can’t release it. There were so many lies, sidesteps, backpeddling, & passing the buck that my head was spinning after 10 days. But the bottom line is, they stole $142.72 from me, and refused to help me. It took them 10 days & a BBB complaint to return my money. And they’re still trying to lie & gaslight. I’m still receiving copy/paste emails claiming that they’re sorry for this inconvenience, but I don’t understand how preauthorizations work & I have to wait 3-5 days. There is no communication, horrible training, and worst of all, they are dishonest & have no regard for their customers. The only decent & honest interaction I had with Dillons was from the young man who brought our pick up order to us & also spoke to me first when I called the next day. His manager, all the way to the Store manager, to Kroger & their financial department lied over & over to cover their theft and make me look stupid in order to make themselves look in control & ethical. This needs to be public. Thankfully, this didn’t hurt my family financially, but to a single mother, or any family who lives paycheck to paycheck, this could have caused a lot of harm & terrible stress, at the very least. Kroger needs to be accountable to the people they are stealing from.
While I’m not seeking any more payment since my money was finally released, I hope this will remain public as a warning AND as a papertrail, since they continue to steal from their pickup/delivery customers.

Regards,

***** ************
Initial Complaint
Date:08/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The customer service was rude and didn’t try to help with my online order I was told it would work but I was still getting error messages on verifiy my account so I can place my order it been over 24-48 hour
Customer Answer
Date: 08/11/2025
Happen 8-8-25 10:00am
Business Response
Date: 08/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We sincerely apologize regarding the unsatisfactory experience that the customer encounter with one of our customer service ambassadors and that is certainly not what we wanted for our valued customers. We need some information for us to properly escalated the ambassador for being rude to our customer. May we request the customer to provide the phone number they used when they had the call, Name of the ambassador they speak with and the case number that has been provided on the call last August 8, 2025? Rest assured once we had this information the issue will be escalated to the right department that handle ambassador complaint.

Regarding of the issue that the customer cannot place an online order on their digital account, after further checking the transaction was declined by the customer's financial institution for an unknown reason. We recommend customer to use another credit or debit card or contact their bank for help.

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

Regards,

Kroger Co.
Customer Answer
Date: 08/11/2025
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.

They didn’t give me a case number and told me I was able to place my order which I tried and the error message was to have my account verified manually and the agent didn’t do what supposed be done for me to place my order with the error my loyalty ************

Regards,

**** *****

Business Response
Date: 08/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer had difficulties placing an order. We are working hard to provide good service to our customers. Upon checking, the blocks were already removed form the customer yesterday and we can see that the customer was able to place an order for pickup on August 13, 2025 at 03:49 pm CDT.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Initial Complaint
Date:08/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged 2 times for my grocery order and they refused to refund my money. Causing financial hardship. They told me to wait 3-5 days when they could clearly see I was charged 2 times for my order.
Business Response
Date: 08/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

I sincerely apologize for the pre-authorization hold, and for the inconvenience. Rest assured that It will address accordingly. After checking on the customer's transaction with order number ******************* we found out that there's only one confirmed transaction worth $141.22. Please inform the customer that the other charged he seeing on his account amounting to $133.75 is a pre-authorization only, and not an actual debit. This temporary hold commonly used to verify the validity of the payment method and to ensure sufficient funds are available. Kindly advise that the pre-authorization is not a completed transaction and will automatically be released by the customer's bank within 3-5 business days, depending on his bank policy.

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

Regards,

Kroger Co.
Initial Complaint
Date:08/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Stores in our area are carrying mostly variable loaded gift cards which are not eligible for fuel points. There are very few dollar value cards available in order to receive Kroger fuel points. There are almost no restaurant gift cards available that are NOT variable loaded and almost every time you offer a special 4x fuel gift card they are almost never available. I have spoken to the Manager at our local store about this issue and was informed that it’s a 3rd party company putting out the cards and I would have to contact corporate. Sent them an email and have heard nothing. The problem is getting worse and we are probably up to about 90% of the gift cards being put out being variable cards.
Business Response
Date: 08/10/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We value you for reaching out and sharing your concerns regarding the availability of fixed-value gift cards and their eligibility for fuel points. We truly appreciate your feedback and the time you've taken to speak with your local store manager and contact us directly.

We understand how frustrating it must be to consistently find variable-load gift cards that don’t qualify for fuel point promotions—especially when you're trying to take advantage of offers like 4x Fuel Points. It's disappointing when a promotion feels out of reach, and we're genuinely sorry for the inconvenience this has caused.

While we can’t guarantee immediate changes, we want you to know your voice has been heard. We’re committed to making your shopping experience better and more rewarding, and we’ll continue working with our partners to ensure our promotions are accessible and meaningful to our customers.

Rest assured that your comments have been forwarded to our internal management teams for careful consideration. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 08/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will give them time to make the corrections they said they would look into, If changes are not forthcoming in the near future, I will file an additional complaint on this matter again!

Regards,

**** **********
Initial Complaint
Date:08/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding an unresolved issue with King Soopers concerning a return of unopened beer. I purchased beer for my mother in law ***** ******. I was not aware that King Soopers does not accept beer returns, and there was no signage or written policy posted at the store indicating this. After I attempted to return the beer and was denied at the store, I contacted King Soopers customer service directly. I was assured that I would receive a full refund, and my case was documented under two reference numbers: ******** and ********* under the name of ***** ******.

Despite this assurance, the store later refused to honor the return, claiming it is due to a “state law.” This is completely inaccurate. There is no ******** state law prohibiting alcohol returns, and other retailers in the state do accept returns of unopened alcohol. This appears to be a store policy being misrepresented as state law, which is misleading and unacceptable. I was promised a refund by King Soopers’ own customer service team, and I expect them to follow through. I am requesting that King Soopers honor their word and issue a full refund as promised to the original payment method.
Business Response
Date: 08/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer was not able to get the refund request when they try to return the alcohol item at the store and been promise to one of our customer service team. Base on the state policy any alcohol item cannot be refunded after purchase on the store. We spoke to the store manager already and been advise that the customer can only exchange alcohol item to also a alcohol item with same price. We do apologize if the customer been advised that the refund can be process.

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

Customer Answer
Date: 08/09/2025
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.

After contacting customer service immediately after this issue occurred, I was told by the representative that I would receive a refund due to false advertising. At no point was I informed that alcohol could not be returned at King Soopers. I have been able to return alcohol at other major retailers, such as ****** and *******, so it is not common knowledge that King Soopers has a different policy. This lack of disclosure misled me as a customer, and I firmly stand by my position that I am entitled to my refund.
Attached is the receipt of $60.53 that should be refunded.
If I can only exchange to alcohol, can i atleast get a voucher saying that? There is no way i accept losing my money for beer that i want to return and it’s sealed.

Regards,

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

Business Response
Date: 09/03/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize that you were unable to receive the refund you requested when attempting to return the alcohol item in-store, especially after being advised by one of our customer service representatives that a refund could be processed.

In accordance with state policy, alcohol purchases cannot be refunded once completed in-store. After speaking with the store manager, we have confirmed that the only option available is to exchange the alcohol item for another alcohol item of equal value. We regret any confusion or inconvenience caused by the earlier information you received.

To help resolve this matter as quickly as possible, we recommend visiting the store and speaking directly with the store manager. Please bring your receipt and any related documentation so the team can review the situation in full and assist you on the spot.

Please know that we take your feedback seriously, and your comments will be used to provide additional coaching and training to our team to help prevent similar situations in the future.

Once again, we truly apologize for the inconvenience and appreciate your understanding.

Regards,

Kroger
Customer Answer
Date: 09/03/2025
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.
Customer Service representative promised full refund. I will dispute the charge if BBB doesn’t work

Regards,

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

Business Response
Date: 09/06/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for the inconvenience, but as advised on the other responses and as per the state law, we are unable to process refund nor accept returns of alcoholic beverages. The only acceptable option is to replace the item if it is unopened, and this process can only be communicated with the store management.

Please know that all refund are requests only and always subject for approval, and with this case, a refund is not eligible as in line with the state law. We suggest communicating to the store for replacement as the only valid option.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Customer Answer
Date: 09/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I will not accept the fake news. There is no state law that states the inability to return alcoholic beverages. No proof is even provided.
It’s unacceptable.
i need my $62 back
Regards,

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

Business Response
Date: 09/18/2025
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.

As advised from the previous responses, the customer may need to coordinate with the store management for replacement only as refund is not eligible for the location and state, they purchased the alcoholic beverages. We are unable to override that policy as this based on the state law.

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: 09/21/2025
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.

RESPONSE REJECTED
I’M STILL WAITING ON MY REFUND FOR THE WHOLE RECEIPT OR A GIFT CARD IF THAT AMOUNT. I WILL NOT ACCEPT ANYTHING ELSE. THIS HAS ALREADY TAKEN TOO MUCH OF MY TIME.
THANKS

Regards,

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

Business Response
Date: 09/23/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize that you were unable to receive the refund you requested when attempting to return the alcohol item in-store, especially after being advised by one of our customer service representatives that a refund could be processed.

As advised in previous responses, in accordance with state policy, alcohol purchases cannot be refunded once completed in-store. After speaking with the store manager, we have confirmed that the only option available is to exchange the alcohol item for another alcohol item of equal value. We regret any confusion or inconvenience caused by the earlier information you received.

To help resolve this matter as quickly as possible, we recommend visiting the store and speaking directly with the store manager. Please bring your receipt and any related documentation so the team can review the situation in full and assist you on the spot.

Please know that we take your feedback seriously, and your comments will be used to provide additional coaching and training to our team to help prevent similar situations in the future. Once again, we truly apologize for the inconvenience and appreciate your understanding.

Regards,

Kroger Co.
Customer Answer
Date: 09/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below:
i have already visited the store with the receipt and the beer. They refused to do anything. I contacted customer service and they promised to refund me the full amount of $62.
I am still waiting for the refund. It’s nto a state law because all other store like ******, *******, etc… accept alcohol returns as long as they are sealed.

Regards,

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

Business Response
Date: 09/24/2025
BBB Reference Case ********

Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize that you were unable to receive the refund you requested when attempting to return the alcohol item in-store, especially after being advised by one of our customer service representatives that a refund could be processed.

As advised in previous responses, in accordance with state policy, alcohol purchases cannot be refunded once completed in-store. After speaking with the store manager, we have confirmed that the only option available is to exchange the alcohol item for another alcohol item of equal value. We regret any confusion or inconvenience caused by the earlier information you received.

To help resolve this matter as quickly as possible, we recommend visiting the store and speaking directly with the store manager. Please bring your receipt and any related documentation so the team can review the situation in full and assist you on the spot.

Please know that we take your feedback seriously, and your comments will be used to provide additional coaching and training to our team to help prevent similar situations in the future. Once again, we truly apologize for the inconvenience and appreciate your understanding.

Regards,

Kroger Co.
Customer Answer
Date: 09/25/2025
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:
what is this? Just copy pasting the same response

Regards,

***** *******
Initial Complaint
Date:08/06/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was issued store credit by a Kroger representative due to a prior issue. When I placed a new order, the checkout screen indicated that the credit had been applied. However, my final receipt showed it was not used, and my original payment method was charged the full amount.

I contacted customer service. A representative confirmed that I was not given instructions on how to ensure the credit would be correctly applied, and they acknowledged that there were no clear internal procedures for this. A supervisor confirmed that, due to “system limitations,” they could not issue a refund—even though no product or service was delivered using the credit, and the charge should not have occurred.

Refusing a refund under these circumstances—where a system failure or lack of instruction prevented proper use of store credit—may violate consumer protection laws. It places responsibility for the platform’s failure on the customer and denies a remedy for a transaction that did not occur as presented.

This also raises potential ADA compliance concerns. The lack of clear or accessible guidance on using store credit may disproportionately affect individuals with disabilities, including those relying on assistive technologies or cognitive accessibility. Under ADA Title III, businesses must ensure equal access and effective communication in digital environments.

I am requesting a full refund to my original payment method or the reinstatement of the full credit and reversal of the charge. I also formally request that Kroger ensure its website and app are fully ADA-compliant and meet applicable consumer protection standards. If unresolved, I will escalate this matter to the FTC, DOJ, and my state’s Attorney General.
Business Response
Date: 08/08/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize that store credit was not applied to online order as intended. We understand how inconvenient this must have been for out customer.

After reviewing the account, we have successfully submitted and approved the refund amounting $83.98. Kroger will process the refund immediately. Most customers receive their money back in 2 to 5 business days. Please note that the processing time for refunds may vary depending on your original form of payment and financial institution. We are working diligently to ensure that your refund is processed as quickly as possible.

Additionally rest assured this concern forwarded to our internal management team to ensure that we are implementing the best practices so that all programs work correctly for our customers. We value the opportunity to make this right.

We appreciate your understanding and we look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 08/12/2025
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.

While Kroger has issued a refund related to my order, this does not resolve my original complaint. My concern was not solely about the refund, but about the accessibility, transparency, and fairness of Kroger’s mobile app checkout process.

Kroger has not provided any evidence that its mobile app and website meet Americans with Disabilities Act (ADA) accessibility requirements, such as compliance with WCAG 2.1 Level AA standards. They have also not addressed my consumer protection concerns regarding misleading or incomplete checkout information.

The refund resolves the immediate financial impact to me, but it does not address the broader systemic issues that could negatively impact other customers, including individuals with disabilities, elderly shoppers, and those with limited resources.

Specific unresolved concerns include:

1. Lack of clear and accessible instructions during checkout, which may prevent some users from completing transactions as intended.

2. Possible misrepresentation of applied credits or discounts, which may violate the Federal Trade Commission (FTC) Act’s prohibition on deceptive or unfair practices.

3. Potential barriers for customers using assistive technology such as screen readers, voice navigation, or cognitive supports.

4. Risk that customers with disabilities or limited technology experience may lose funds due to inaccessible or unclear processes.

I request that Kroger provide evidence of ADA-compliant accessibility testing and take steps to correct the transparency and usability issues described in my original complaint.

This matter is about protecting the rights and fair treatment of all consumers, not just resolving my individual case.

Regards,

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

Business Response
Date: 08/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

We sincerely apologize regarding the unsatisfactory experience regarding of redemption of store credit and that is certainly not what we wanted for our valued customers. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. For Instacart delivery you need to make sure to advise the shopper to use your store credit when they check out your order at the store. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".

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

Regards,

Kroger Co.
Customer Answer
Date: 08/15/2025
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.

Kroger’s inclusion of information about redeeming store credit in their BBB response does not address the concerns raised and provides no benefit to other consumers attempting to use the platform. Reiterating store credit instructions is entirely irrelevant to the substantive matters reported and appears to be an attempt to sidestep the underlying issues related to accessibility, ADA compliance, and consumer protection.

The unresolved issues remain as follows:

1. Accessibility & ADA compliance: Kroger has provided no evidence that its website or mobile app checkout process conforms to ADA Title III requirements, no WCAG 2.1 AA audit results, and no remediation plan for barriers that impede customers with disabilities.

2. Barriers for customers with disabilities: The platform continues to present missing or unclear instructions, inconsistent on-screen indicators, and potential incompatibility with assistive technologies.

3. Misrepresentation of charges: The checkout process sometimes displays one outcome while actual charges differ, raising both accessibility and consumer protection concerns.

4. Transparency & usability: Design elements of the checkout process risk creating misleading experiences or “dark patterns,” contrary to FTC guidance, potentially causing consumers to make unintended purchases.

5. Consumer impact: Systemic accessibility issues remain pervasive, as demonstrated by current studies and ongoing ADA Title III digital accessibility litigation, indicating that many companies, including Kroger, have yet to address these deficiencies.

A complete and professional response from Kroger must include:

1. Evidence of ADA Title III compliance for both the website and mobile app checkout process.

2. Remediation of identified barriers and instructions provided in accessible formats.

3. Verification that checkout displays consistently match actual charges.

4. Mechanisms to prevent misleading or incomplete checkout information.

5. Concrete timelines and accountable teams for implementing corrective actions.

Until Kroger addresses these specific points with verifiable evidence, their response, including any refund or restatement of store credit instructions, cannot be considered a resolution.

This complaint concerns systemic accessibility barriers, misleading design, and potential noncompliance with ADA and consumer protection obligations, not the mechanics of using store credit.

Regards,

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

Business Response
Date: 08/29/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience regarding of the issue redemption process of store credit that is certainly not what we wanted for our valued customers. Upon checking the store credit was not applied on delivery order for Instacart delivery due to the shopper not advise while checking out that the customer want to use the store credit. Please advise customer if they place delivery order under Instacart delivery they need to communicate with the shopper that they have a store credit on the account and they want to use it.

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

Regards,

Kroger Co.
Customer Answer
Date: 09/02/2025
Better Business Bureau:

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

As stated in my previous response, Kroger’s inclusion of information about redeeming store credit in their BBB reply does not address the concerns raised and provides no benefit to other consumers attempting to use the platform. The response from Kroger is once again irrelevant to the substantive matters reported and appears to sidestep the underlying issues related to accessibility, ADA compliance, and consumer protection.

The unresolved issues remain as follows:

1. Accessibility & ADA compliance: Kroger has provided no evidence that its website or mobile app checkout process conforms to ADA Title III requirements, no WCAG 2.1 AA audit results, and no remediation plan for barriers that impede customers with disabilities.

2. Barriers for customers with disabilities: The platform continues to present missing or unclear instructions, inconsistent on-screen indicators, and potential incompatibility with assistive technologies.

3. Misrepresentation of charges: The checkout process sometimes displays one outcome while actual charges differ, raising both accessibility and consumer protection concerns.

4. Transparency & usability: Design elements of the checkout process risk creating misleading experiences or “dark patterns,” contrary to FTC guidance, potentially causing consumers to make unintended purchases.

5. Consumer impact: Systemic accessibility issues remain pervasive, as demonstrated by current studies and ongoing ADA Title III digital accessibility litigation, indicating that many companies, including Kroger, have yet to address these deficiencies.

An adequate and professional response from Kroger must include:

1. Evidence of ADA Title III compliance for both the website and mobile app checkout process.

2. Remediation of identified barriers and instructions provided in accessible formats.

3. Verification that checkout displays consistently match actual charges.

4. Mechanisms to prevent misleading or incomplete checkout information.

5. Concrete timelines and accountable teams for implementing corrective actions.

Until Kroger addresses these specific points with verifiable evidence, their response, including any refund or restatement of store credit instructions, cannot be considered a resolution.

This complaint concerns systemic accessibility barriers, misleading design, and potential noncompliance with ADA and consumer protection obligations, not the mechanics of using store credit.

Respectfully,
****** ******

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