Complaints

This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  2300 N Limestone St Springfield, OH 45503

• 

  The Kroger Company

  4506 Brandt Pike Unit A Dayton, OH 45424-6084

• 

  The Kroger Company

  751 W Market St Troy, OH 45373

• 

  The Kroger Company

  1934 Needmore Rd Dayton, OH 45414

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:08/06/2025

  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.

  The app is truly horrible. Several issues:
  - always accepts orders but never verifies inventory
  - coupons sometimes work. Not consistent and I’m always double checking.
  - min order fees
  
  The problem in requesting a refund on is the delivery fee. My initial order was above the $35 threshold. The substitution were higher but Kroger lowered the qty, because of this I went below the threshold. Kroger did this, not me. This is why I’m requesting a refund. Also please please please put inventory control systems in place.
  
  The only reason I pay Kroger’s more expensive prices ( the Covid test was 5.99 at ****** at 16.99 with you) is because Kroger kept their DEI policy. But I can’t justify staying a boost member when my orders only sometimes go through, if it was an occasion thing okay, but this is basically 50% of my orders.

  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 for the multiple issues customer experienced with online order. We understand how frustrating it can be when an order is accepted without verifying inventory, when coupons do not always work as expected, and when substitutions are not aligned with your needs — in this case being higher in price but lower in quantity.
  
  Please know that due to high demand, some types of products currently have quantity restrictions. The website does not necessarily reflect current stock in the store. If an item appears on the banner site or mobile app, this does not mean the store has this item in stock.  While we strive to maintain accurate inventory counts, certain items may become unavailable due to fluctuating stock levels. This means that the item is not available at all locations that we offer. You can also stop by the Customer Service Desk if you’d like to set up a special order for items that we don’t carry or unavailable. 
  
  To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the loyalty account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout. 
  
  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 are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.
  
  Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.
  
  Regards,
  Kroger

• Initial Complaint

  Date:08/06/2025

  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 8th 5 20 25 I placed an order for Smith's online I checked out my total came to $41.30 upon checking my account I had been charged $119 an 88 cents for the order also there was a charge for the $41.30 another charge for so not only was I charged the original price that the order was supposed to be they charge me a whole nother 119 and 88 cents. I've reached out several times to no avail I was offered a store credit which I don't want they took my money and I would like my money back I asked them being that the order was placed online what could they please tell me what story came from so that I could return it to the store because I no longer want any of the items and I want a full refund plus the extra that they took oh I was told you to take it to the store and do you no good they'll just refer you back to us. So not only was I overcharged tremendously and charged two to three times for one order but when you add up all the orders that they charged me for the math isn't laughing the numbers don't match when I add up all the totals it comes to it comes to 229.51 I was charged $243.39 I would like to return their merchandise and receive a complete refund not in store credit in the amount that they took it unauthorized from back in my account.

  Business Response

  Date: 08/10/2025

  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 understand how important it is to ensure accurate billing, and we regret that this error occurred.
  
  After reviewing the account, we found that there was $53 store credit that was provided on 8/6/25 and it was redeemed on 8/7/25. To assist us in resolving this matter promptly, could you please provide us with more information such as:
  1. What are the affected items (name of the items)
  
  Customer cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue. 
  
  Thank you for taking the time to share your concerns with us. We look forward to hearing from you soon.
  
  Regards,
  Kroger

  Customer Answer

  Date: 08/11/2025

  Dove rebalance $2.61 I was charged $17.98 for 2. Dove pineapple $2.61 I was charged $$17.98 dug deep moisture twin pack $4.20 I was charged $28.98 Old spice $2.75 I was charged at $8.49 olive oil light Outlast $3.13 charge $9.99 oil of Olay Outlast $3.13 and I was charged $9.99 oil go lay out last $3.13 I was charged 1998 All about last two Dollars and 32 cents I was charged in reference to the order that I was given the $53 for in store credit I notified the rest that I did not want it in a store credit they told me it had to be in a store credit because it was a sales price I did not receive the sales price I was charged full price so my refund should have went back to my debit card as I wanted it I've been told several times at the refunds were going to take five to seven days I never received it

  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 understand how concerning and frustrating it must be to see unexpected charges on your account, and we sincerely apologize for the inconvenience this has caused.
  
  After reviewing your account, we confirmed that a $53 store credit was issued on August 6, 2025, and redeemed on August 7, 2025.
  
  To help us resolve this matter as quickly as possible, could you please provide us with the following details:
  
  The names of the affected items.
  
  Your cooperation in sharing this information will allow us to conduct a thorough investigation and take the appropriate steps to address your concern.
  
  Thank you for bringing this to our attention. We appreciate your time and look forward to your reply so we can work toward a resolution.
  
  Regards,
  
  Kroger

• Initial Complaint

  Date:08/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transactions: July 25, 2025 & August 1, 2025
  Paid to Kroger: $176.94 and $154.58
  Business committed to provide me with free delivery for orders over $35 with my paid $99 Boost subscription YET - I was charged $9.95 fee with both orders. Company also provided me with exclusive coupons for my boost order yet when my orders were placed they did not apply - this resulted in approximately $50 PER ORDER that Kroger overcharged me. I have contacted customer support multiple times. I in fact had to email customer service Boost plan details because they did not understand how the program works. Kroger customer service acknowledges I am right and they are wrong and say they will escalate issue but they never reach back out.

  Customer Answer

  Date: 08/07/2025

  Please see attached backup information for my complaint. This was all provided when I contacted Kroger. My open case numbers with Kroger are:
  ********
  ********
  ********
  
  I was told my cases would be "escalated" but it has been two weeks since my first case and no one has reached out to me.
  
  Thanks
  ****** ** *********

  Business Response

  Date: 08/07/2025

  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 do apologize if the investigation taking too long regarding of the issue of the customer. Upon checking on the case regarding of the digital coupon with the case number ********, our analyst is still on process in resolving the problem for the coupon that did not apply on customer account. Also, upon checking on the case for ******** regarding of the delivery fee for 2 orders that has been charged on customer account for having boost membership the case is also on process with one of our analyst. 
  
  Rest assured that the comments and follow up 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: 08/08/2025

  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.

  
  

  
  

  To assist us in bringing this matter to a close, we would like to know your view on the matter. 
  
       * Has the company addressed the issues of this dispute? No
       * If not, why? I am an elderly woman who subscribed to Boost to aid me in getting groceries to my second floor apartment. I am afraid to place any future orders for fear that I will have to dispute charges for a third order. I need reassurance that I can place my future orders without issue. This never should have happened, much less twice. Kroger overcharged me almost $100 plus almost 2 hours of time in disputes with customer service. This is unacceptable. The lack of communication from them about my issues has made feel invisible and unvalued.
       * If an offer of resolution was made, has the company fulfilled the proposed offer? The offer of resolution was "we are working on it" - that is not a resolution.
  
  
  Regards,
  
  
  
  ****** *********
  
  

  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 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 are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer. Rest assures once we have already the resolution from our analyst will communicate it right away to our customer to provide the long-term resolutions.
  
  We appreciate the patience of the customer regarding this. 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 have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The Company has not addressed the issues of the dispute. They outsource customer service - I assume that is why it is taking so long. So far no offer of resolution has been made or proposed. 
     
  
  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.
  
  I checked the customer's account and found out that the issue has been reported to our technical team. According to our technical team, we have a reported issue on July 31, 2025, which is why the customer is unable to redeem the coupon. The issue has been fixed, and they are advising to try it again. The customer placed a pickup order on August 13, 2025, and the pickup fee is waived.
  
  I also found out that the customer already received a $30 store credit on July 24, 2025, and another two $10 store credits on August 1, 2025.
  
  If the customer is still facing issues, please advise them to reach out to our customer service at ###-###-#### so we can report it to our technical team.
  
  We truly apologize to the customer for any inconvenience this may have caused.
  
  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.

  
  

  The issues are NOT with pick up orders. The issue is with DELIVERY orders. Twice I have been charged delivery fees when I have Boost membership. Twice my digital coupons were not applied to my order. I have switched to pick up FOR FEAR that your system will charge me fees again and I will waste another 2 hours on the phone with customer service only to get the run around and no resolution. Kroger advertises that they will "Make it Right" this is FALSE. I am still owed compensation and reassurance that this will not happen going forward. Please see attached where Kroger shows that my TOTAL payment is $118.25 YET they took $154.58 from my bank!
  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

  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 your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per analyst they verify that we cannot find any issue regarding of the boost membership of the customer I Added $30 store credit on customer account for the inconvenience and please advise customer to try it again. 
  
  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 please make sure to advice shopper that they want to use the store credit. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".
  
  We appreciate the patience of the customer regarding this. 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: 08/19/2025

  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.

  
  

  According to my receipts, on July 24 my total bill was $126.60 and you charged my **** $176.94. A difference of $50.24. On August 1, my total bill was $118.25 and you charged my **** $154.58. A difference of $36.33. This totals $86.57 that you fraudulently took from me. You have given me two $30 store credits for the overcharges and one $20 store credit for delivery charges that were covered by my $99 annual Boost membership. That comes to $80 in store credits. I spent 2 hours on the phone with Kroger customer service agents who did not understand the Boost program. I was hung up on by one agent and talked down to by another. It wasn't until the second order that I reached an agent who realized that Kroger messed up. I have not been given assurance that this won't happen again. I have not been given assurance that Kroger stands by their promise to make things right. In the end, I am coming out the loser in this situation. I feel like I should have been refunded my $86.57 (not store credit) and that I should have been given something - a store credit or even just a sincere apology for my time spent resolving an issue that never should have happened. Kroger kept telling me they would escalate my complaint but no one ever reached back out to me. It wasn't until I got the BBB involved that Kroger even responded. I would cancel my Boost membership but Kroger doesn't allow it. This has burned a long standing relationship of trust with Kroger. I am disappointed by the outcome and lack of communication from Kroger. 

  
  Regards,
  
  
  
  ****** *********
  
  

  Business Response

  Date: 09/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We really do apologize for the inconvenience that this has caused to our customer. Upon checking, I can confirm that $80 store credits has already been added to customer's account. I've added additional $10 store credit on customer account. 
  
  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 please make sure to advice shopper that they want to use the store credit. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".
  
  Regarding the issue on digital coupon that occur last July 31st, it has already been fixed and rest assured that digital coupons will work as normal. If any issue has been encountered by the customer, they can contact us directly at ###-###-#### for us to provide real time assistance and help them on it.
  
  We appreciate the patience and understanding of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. 
  
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 09/05/2025

  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:08/02/2025

  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.

  I placed a pick up order and was charged that day and then charged again the following business day. I have talked to the customer care number everyday for over a week and they still have not refunded it back to my account. They have charged me twice.

  Business Response

  Date: 08/03/2025

  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 there is another charge for the customer's order ******************* from July 27, 2025. We are doing our best to provide good service to our customers. As per the last contact of the customer on August 02, 2025, they were already advised of the timeline of preauthorization hold on their order. Please know that we are unable to drop the hold as this is not being hold by Kroger but their banks.
  
  For online orders, all of them will have preauthorization charge as part of our checkout process and this is a requirement for credit and debit card companies. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction. 
  
  Preauthorization is not a final charge and is only pending, this will drop off within 3-5 business days after completion of the order. If the hold is still on the customer's account after the specified timeframe, they will need to contact your bank to request the hold be released.
  
  We sincerely apologize for any inconvenience this has caused them. 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: 08/04/2025

  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 responded and stated the funds would be back in 3-5 business days and it has been longer than that. It is the same response their care department gave but it has been longer than 3-5 business days and I have not received my money back. They still charged me twice.
  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 08/06/2025

  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 that the charges are still not dropping off for the customer's order on July 27, 2025. As advised from the last response, the customer may communicate with their bank about the preauthorization as Kroger does not hold any pending charges and the customers will only be charged on what they only ordered.
  
  Customer may also confirm the charges by calling our Kroger Customer Relations Center 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 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:08/01/2025

  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.

  I purchased boost solely to use for delivery. Since then I’ve had multiple orders that had thawed frozen food, missing items or delivery order not being delivered because they said they had to change drivers for some reason. I requested a refund on boost since delivery wasn’t acceptable and they refused saying it had been over 7 days since purchase it had been 10 days

  Business Response

  Date: 08/02/2025

  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 apologize for the customer's order being late on August 01, 2025, due to some changes in the fulfillment center. We are doing our best to improve our services. We completely understand the customer's frustration regarding the matter, but this is some scenarios that we are unable to control if there is a necessity from our fulfillment centers to be exchanging the drivers. However, we also know that this is entirely not the customer's fault. 
  
  Rest assured that their experience with be shared to the dispatch team to review any discrepancies on their services with the delivery orders. As for the customer's request to cancel their Boost membership, as advised by the supervisors they spoke with, cancellation with refund is no longer eligible to the customer's online account due to being enrolled for more than 7 days already. This policy is outlined on the term and conditions before the customer enrolled with Boost.
  
  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: 08/02/2025

  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.

  
  

  
  
  All I’m asking for is a refund on boost since the delivery has been inconsistent and sub par. I understand things happen but delivery issues have happened multiple times to me in the past year. I would think you would have been working on a solution long before now. I don’t accept your response 
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 08/07/2025

  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. Boost is a membership program that customers can purchase to receive free delivery for orders $35 and up at the final total, bonus fuel points, free streaming service and Boost exclusive offers. We understand one size does not fit all, and issues or concerns may arise with our products or services, we at Kroger are truly committed in addressing and resolving the concerns in a punctual manner. In Kroger, we can assure customers to refund for item issues after review. 
  
  As per previous response, customer experiences regarding our services are all collated, shared and reviewed by our internal teams to ensure that we are implementing the best practices so that all programs work correctly. The customer's subscription is past the date of eligibility for a cancellation. This policy is outlined on the term and conditions before the customer enrolled with Boost. What we can do is to cancel the auto renewal of the membership and with that the subscription will expire on set date.
  
  Thank you for understanding our policies. 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: 08/08/2025

  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 understand that sometimes there’s issues with delivery. I can see one or even two incidents but I have multiple issues and using delivery is unsatisfactory. That was why I purchased boost. You should tell people they may not get orders on time, may not get everything they ordered, may get someone else’s order and the frozen items may be thawed by the time they are delivered. You need a disclaimer. If I had known these problems were going to continue to happen I never would have purchased boost. The only resolution that I can see is to refund the boost amount. If you value customers like you say you do I would think you would try to make every effort to resolve issues. I have been a customer for a very long time and I don’t feel like I’m asking for much to have a resolution. I’m seriously considering taking my business someplace else where customers are treated fairly. I know you could care less if I shop elsewhere but you may also lose other customers that are disappointed in your poor customer service as well
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 08/10/2025

  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 frustration of the customer regarding their experience with the delivery order they received. We are doing our best to improve our services and to make sure that we are providing good service to our valued customers. As advised from the previous response, since it has been more than 7 days since the customer enrolled with Boost membership, cancellation with refund is no longer eligible. This policy is outline in the terms and conditions before the customer enrolled with the program.
  
  We have the option to cancel the subscription, but a refund will no longer be available. We sincerely apologize for any inconvenience this has caused them. 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: 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.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:08/01/2025

  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.

  I’m filing a complaint regarding Kroger in ********. I placed an order on the 30th and was charged $219.74 for that order. I received the order, but then, 23 hours later, I was charged again for $219.74.
  
  When I contacted their customer service, I was told this was a “pre-authorization,” even though it happened nearly a full day after the order was completed. By definition, a pre-authorization should happen before the transaction, not after. Nowhere in Kroger’s policy or contract does it say they may charge you again after your order is delivered.
  
  This second charge is unauthorized and amounts to a fraudulent transaction. I have asked for my money back immediately. However, I’ve been told I may not receive the refund for three to five days. I explained that I have five children coming to my home today, and I need to purchase groceries again today — but I cannot, because Kroger took my grocery money and refuses to return it promptly.
  
  I expect this to be resolved immediately. If it is not, I will be pursuing legal action for the unauthorized withdrawal of funds after the transaction was completed and paid for.

  Business Response

  Date: 08/02/2025

  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 regarding the duplicate charge you noticed on your account following your recent order with Kroger. We understand how concerning this must be, and we sincerely apologize for the confusion and inconvenience it has caused.
  
  After reviewing the details, we’d like to clarify that the second charge you’re seeing is a pre-authorization hold, not an actual duplicate transaction. Pre-authorization holds are a standard part of the payment process used to verify available funds before finalizing an order. While these holds typically occur before or during order processing, in some cases they may appear shortly after delivery depending on your financial institution’s processing timeline.
  
  Please rest assured:
  This hold is temporary and should automatically drop off from your account within 3 to 7 business days, depending on your bank or card issuer.
  You will not be charged twice for the same order.
  Check with your bank or card provider to confirm the status of the hold and when it will be released.
  If the charge posts as a completed transaction and does not reverse within the expected timeframe, please contact us directly so we can investigate further.
  
  Furthermore, we understand the urgency of your situation and truly regret any disruption this may have caused. Your trust is important to us, and we’re here to help ensure this is resolved smoothly.
  
  Thank you again for your patience and for being a valued Kroger customer.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 08/04/2025

  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.

  
  

  
  This was after my delivery was received as you can see in the prior picture that was provided. Delivery was on the 30th as was the charge. Then 23 hours AFTER I was charged AGAIN. Still showing charged. This is not PRE. PRE is before. Refund my money or credit my account ASAP. Charges are already in the process of being filed as this is not what they stated in the contract. 
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 08/06/2025

  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 are sorry that there is another charge for the customer's order ******************* from July 30, 2025. We are doing our best to provide good service to our customers. As per the last contact of the customer on August 01, 2025, they were already advised of the timeline of preauthorization hold on their order. Please know that we are unable to drop the hold as this is not being hold by Kroger but their bank.
  
  For online orders, all of them will have preauthorization charge as part of our checkout process and this is a requirement for credit and debit card companies. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction. 
  
  Preauthorization is not a final charge and is only pending, this will drop off within 3-5 business days after completion of the order. If the hold is still on the customer's account after the specified timeframe, they will need to contact their bank to request the hold be released.
  
  We sincerely apologize for any inconvenience this has caused them. 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:07/31/2025

  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.

  went to the store to return a few items and they refused and also called the police.

  Business Response

  Date: 08/02/2025

  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 apologize for what the customer experience on their attempt to return items to the store. We are working hard to provide good service to our customers. For us to investigate further, we ask for them to respond with the details we needed from below:
  
  *Date of incident
  *Reason of returning the items
  *Date of transaction
  *What were the details of the incident? How it came for the store to call police on the customer?
  
  We appreciate the customer's help on this one.
  
  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:07/31/2025

  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.

  Dear Kroger office,
  
  I just left your grocery location at **** ****** ****** in ******** *********. I was in the self checkout line and was mischarged after I scanned ******** ***** (24 cans of 12 ounce beers). The price that was listed reflected a sale price of $29.99 as well as as a rebate price for $23.99 (see photo). When I went through the self check out, I was charged $30.99. This was neither the original price nor the sales price nor the rebate price. I spoke with one of your associates who said that she could not help me: “Lots of items are mismarked.” I asked to speak with the manager. The manager named Nathaniel (a younger african-american male -- he did not give me his last name) told me that it was not his fault that the price was mismarked. I asked if the item was still under rebate he said “I don’t know.“
  
  I asked him at the very least could he adjust the price to the sales price that was reflected on the tag where it was labeled in the store.  He told me “I cannot change it.” I asked him if he had any alternative means to credit me at least the one dollar over that they were overchargeing me (I had not paid yet). He said he could not help me. I said I would let the corporate office know. He said “that’s fine.”
  
  I’m not sure how this is even legal but, at best, it’s really poor customer service.
  
  I am upset that I was overcharged. However, I’m more upset that your manager was unhelpful and did not seem to think that having items mismarked was a problem.
  
  In my opinion, he should’ve offered an apology and ***be even given me the rebate price since he still was not able to tell me whether it was under rebate.
  
  I expect better from your employees and will continue to voice my complaint to anyone who will listen.
  
  Thank you,
  
  
  
  ******* ***** **

  Business Response

  Date: 08/02/2025

  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 for the frustration and inconvenience you encountered during your visit at our ****** Avenue location in *******.
  We understand how disappointing it must have been to see a clearly advertised sale and rebate price for the ******** ***** 24-pack, only to be charged a higher amount at self-checkout. We also regret that our store team was unable to provide clarity or support regarding the rebate offer, and that your interaction with our staff did not meet the standard of service you rightly expect and deserve. This is certainly not the level of service we aim to provide to our valued customers.
  
  As this was an in-store purchase, we recommend reaching out directly to the ****** Avenue store management team for further assistance. They will be best equipped to review the transaction, verify promotional signage, and address your concerns in person. If possible, please have your receipt or transaction details (such as date and time) available when you contact them.
  
  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:07/31/2025

  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 May 23rd I placed a pick up order from Harris Teeter owned by Kroger, In ***** ******** which is 16 minutes from me crossing the border, as I live in ***** ********, Within an hour of picking up my order, another pickup order was placed and picked up in ****** **. Harris Teeter/Kroger is aware that someone has hacked my account and had access to my ********** *** ******** Federal Credit Union account. I didn't find this out until the next because one of my banks attached to the Harris Teeter account blocked the transaction. However, the other bank card on my account didn't. They placed an order for $511.76. I contacted the bank to ask them to block it but it already went through. I submitted a fraud case and they needed to get in contact with Kroger. I have made multiple phone calls with promises that someone from the fraud department would contact my bank. We've done conference calls with the bank and still they won't speak to us and say they have to call the bank back. That's a lot of money to still be missing from my account. My store always checks my ID when I pick up orders. After changing passwords etc, whoever hacked my account before is still trying to use it, but I haven't put my cards back on it. I would like Kroger to investigate the stores because this looks like an inside job. I would also like my money back or Kroger to contact my bank to let them know it was fraud so I get my money back.

  Business Response

  Date: 08/01/2025

  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 for the fraudulent charge that the customer got due to an order that the customer did not initiate. We are working hard to improve our service for our customers. As per checking, the customer has initiated on June 09, 2025, a contact with us regarding the incident with reference case number ********* Following the conversation, they were advised that their bank would need to call our Kroger Customer Relations Center for confirmation since they are unable to disclose that information. 
  
  The bank was asking a documentation which the team can't provide. We ask for the customer to tell their bank to send their request through email address [email protected]. We are really sorry that this happened, but since this is a fraud charge Kroger or Harris Teeter won't be able to process a refund related to this matter.
  
  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:07/31/2025

  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.

  Emails regarding this issue were also sent in February 2025 On 24 July I sent their customer Service another email to which I have not received a reply or response. It’s regarding an item that is always out of stock when it shows it’s in stock. I have sent numerous emails regarding this issue and have been advised the problem will be taken care of. If this product is in such high demand they need to up their stock on it. The item is The Private Selection New York Style Classic and Strawberry Swirl New York Style Cheesecake slices. Kroger is huge they can do better. They obviously don’t care about the consumer and their needs.

  Business Response

  Date: 07/31/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry for the disappointment this has caused the customer. We appreciate that the customer likes a product that is under our brand. We understand that they may want this to purchase but shows unavailable. Please know that the item may show as available on the website as our website is shown to every user and they are not updated in real time due to it is moving.
  
  Specifically, the item may not be available in a specific are due to some reasons including the customer's area. Our goal is to bring our customers the best quality products at the best price. To do this, we have to manage our store space well. Each of our brand products must “stand on its own,” meaning it must pay its own way. Each product passes certain criteria to earn its way onto our shelves – including a rigorous tasting panel. It takes a lot of effort and time to discontinue a product, so we don’t do so without good cause. This is why we may only discontinue a product at the store level instead of nationally.
  
  We sincerely apologize for the frustration this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

  Business Response

  Date: 08/13/2025

  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.
  
  If the product is permanently discontinues, this will no longer appear in the website. There are various reasons on why an item will not be available in a specific area or it can be in general. As the item is tagged as not available as of the moment, the product team won't have an option to send some and also the team does not have any process yet to send products to customer for situations like this.
  
  Please know that we appreciate the customer for liking our Private Selection New York Style Classic and Strawberry Swirl New York Style Cheesecake slices. Their feedback about it has been shared to our product team for review. As of now, we don't have a guarantee if we will receive an update about it that we can share to the customer.
  
  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: 08/13/2025

  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,
  
  
  
  ****** *******