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

  3100 Meridian Parke Drive Suite A Greenwood, IN 46142-9424

• 

  The Kroger Company

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  1019 Cumberland Falls Highway Suite 1 Corbin, KY 40701-2736

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:07/30/2025

  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.

  Ordered my first home delivery last June 17 2025 and when it didn’t arrive I chatted and emailed and was told they were sorry and a refund would be processed. Fast forward and I bf I to confirm and nothing has been refunded as promised in writing.
  
  So I chat again last night and am told the refund was requested but not processed but no reason given. This seems like a scam. Tell the customer thru are refunded but never do it
  
  I was going to order tonight but am waiting until I am refunded for that last missing order and will call my bank if needed. I’m upset.

  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 sincerely sorry about the delay on the refund for the undelivered order ******************* last June 17, 2025. We are working hard to provide good service to our customers. Please know that a refund has been requested on July 29, 2025, when the customer contacted us with reference case ********. 
  
  For purchases charged to credit card, Kroger will process the refund in 1 to 2 business days. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. Most customers receive their money back in 2 to 5 business days. For online debit card purchases: Kroger will process the refund in 1 to 2 business days. It usually takes the banks 1 to 3 more business days to have the funds show in the customer’s account. Most customers receive their money back in 2 to 5 business days.
  
  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:07/30/2025

  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.

  We've been going to frys food market place for 20 years and every one we go to they are rude to us. We went to the location on **** ***** ****** road Gilbert ******* ***** . My husband and me we've been shopping there for 3 years and we just moved there. They always overcharged my husband and when we go through customer service they act dumb towards my husband and don't understand what he is saying through the email. They don't give my husband the senior citizens discount. The one on power road and baseline road in mesa ******* *****.we spent $ 950.00 dollars. We want our money back. Because they are rude to. We are a disabled couple and there is law for disabled people.
  Resolution, we want our money back. They should change their attitude. Or don't have a business. Thank you

  Business Response

  Date: 08/01/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times. We are truly sorry for failing to meet these  expectations and regret that you did not receive the senior discounts
  
  Rest assured your feedback and experience has been forwarded to internal management team for immediate review and  properly address. We are committed to addressing this issue internally to ensure it does not happen again. In addition to assist you further, we kindly request more information—specifically, how long they have not been receiving the discounts or when they first noticed the issue. This will help us investigate thoroughly and work toward a resolution. We appreciate patience and look forward to your response so we can resolve this matter as quickly as possible. 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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 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.

  
  

  
  

  We like to know if the company can give us our money back for my husband not getting all the deals because he comes home upset and he really wants the senior citizens discount. And i hope they really handle because she was the manager and said I can't help you guys. And the locations are Higley road and Baseline road in Gilbert *******. And the other one is on power road and baseline road in mesa *******. And both locations overcharged my husband all the time he goes in there.

  
  Resolution, we just want our money back of $700.00 dollars because we spent a lot of money in each location. Thank you. 
  

  
  

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

  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 the importance of a prompt resolution and we sincerely apologize to customer for any inconvenience this may have caused..  
  
  We want to assure our customer concern has forwarded to internal management team for immediate review and  properly address. We are committed to addressing this issue internally to ensure that we are serving the best of our ability. Currently, we are awaiting their response and we will provide with an update as soon as we receive any information from them.
  
  Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience. 
  
  Regards,
  Kroger

• Initial Complaint

  Date:07/30/2025

  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.

  On 7/29- I had the absolute worst experience I have ever been a part of. Yet I pay for this service as a Boost member! I ordered 30 items, and amazingly 27 were out of stock, and even more amazingly they all had no viable substitutions!! (items were fruits, vegetables, pop, etc). I’m assuming this stemmed from whatever associate that was picking the order, just not giving a care to pick the order, as all these items show in-stock miraculously if I want to reorder them all.
  
  I even reached out to customer service earlier and was told it was a glitch in the system and items were in stock. Have screenshot if needed.
  
  Then comes the delivery- arrives 3 hours late, no notice, no nothing. The customer service agent, Juanna, that I was chatting via the app, was getting hung up on, or placed on hold for hours by their counterparts in dispatch, etc. I have no complaints with her service. However yet another stellar performance by Kroger associates, this time in dispatch!
  
  Then finally at 7pm the delivery arrives- after me waiting 3 hours and expecting to make dinner from what was ordered. Then comes yet even more disappointment as there was only 3 items delivered, so the glitch, was not a glitch. I call customer service and their solution to this whole ordeal was to simply order again- so I can deal with this circus again tomorrow, yet half my items were on sale, so not only can I deal with the circus again but also pay more money doing so given the stock picker feels like actually working tomorrow.
  
  So long story short, I wasted 3 hours of my day dealing with Krogers issues. After this ordeal I do not plan on shopping at Kroger at this point unless I absolutely have to, as there’s many other options available as well that do care about their customers and their customer service is a priority. I’ve spent $1000’s at Kroger over the years and today was by far the worst customer service experience I’ve ever encountered from top to bottom from all areas from a company.

  Business Response

  Date: 07/30/2025

  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 sincerely sorry for what happened to the customer regarding their delivery order on July 29, 2025. We never meant for them to experience something like this. We are doing our best to improve our services. We understand the frustration of the customer due to the efforts they have exerted for their expected order. Please note that the items may appear available on the website, but they are not updated in real time due to that the inventory is moving without any prior notice. Rest assured that their feedback will be shared to our dispatch team so that they can evaluate any discrepancies in their services.
  
  We know that their coupons that were used on the order, and for that as for the inconvenience, a $20 will be added on their shopper's card ending in ****. Please see following information on how they can use it,
  
  • Kroger Delivery- Automatically applies in the order.
  • ********* Delivery- Add a special instruction that you want to use your credits.
  • Pick up order- Automatically applies in the order.
  • In store- Scan your card or enter your ALT ID and the credits will apply on your purchase
  
  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: 07/30/2025

  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 wasted 3 hours of my day dealing with Kroger’s numerous issues. There is no way 27 out of 30 items are out of stock as they are staple items- and all 27 items have zero similar products available on all 27 items that are out of stock.  Kroger would not be in business if stock availability is this limited on 90% of items.  Take some accountability that your company messed up.  $20 does not cover my time of dealing with all your widespread issues- nor does it cover the cost of me having to go out and buy dinner as my order was 3 hours late and better yet delivers with 3 items- yet was promised items were in stock and it was a system glitch. If this is all Kroger will do I will be taking my shopping elsewhere and requesting a refund on my boost membership as this is absolutely unacceptable. 
  
  
  Regards,
  
  
  
  ****** ****
  
  

  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 understand the frustration on the customer's late and incomplete order. We know that this is not the service that they expected, and we are working for this to be resolved. We are also sorry that such information was told to them even when we are unable to identify the problem on the fulfillment centers unless we receive some advice from them that there is an issue encountered with items being available. As said from their communication with the representative and from the last response, their feedback has been shared to the dispatch team.
  
  With reference case ********, it appears that a $15 was already added on the shopper's card prior on sending the complaint through BBB and another $2 was given from the last response on this platform getting a total of $35.
  
  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: 08/03/2025

  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.

  
  

  
  

  I will be shopping elsewhere from here on out. Please issue me refund on Boost Membership.
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 08/15/2025

  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 sincerely sorry for the hassle on the customer's delivery that resulted for the customer to ask for their Boost to be cancelled. We are working hard so that we can improve our services. Please know that cancellation of Boost membership with refund is no longer eligible for the customer as they have enrolled more than 7 days upon request of cancellation and we can only cancel the auto-renewal. This policy is outlined in the terms and conditions that the customer agreed before the completion of enrollment.
  
  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: 08/15/2025

  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.

  
  

  
  

  
  
  
  Hope Kroger goes out of business. Can tell it’s on its way as Kroger’s CEO was canned trying to get his d**k wet with ***** instead of caring about customers.
  
  Regards,
  
  
  
  ****** ****
  
  

• Initial Complaint

  Date:07/29/2025

  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.

  Half of my delivery order was not delivered despite it saying it was. I quickly called customer service hoping they could call the truck as he had just left my apartment. It is IMPOSSIBLE to get someone on the phone. I went through so many menus. I called back 4 times. I could not get anything but the automated assistant. I then went online to live chat. Again, it is so hard to get a live person. I had to ask 5 times before it would connect me. Then I got cut off and had to start again. This was the worst customer service experience of my life. You need to have live people available to speak to customers. I don't know how older people or people who are not good at technology would have navigated this.
  
  As a side note, of course by this time it would be impossible to reach the delivery truck as this process took 1 hour. I asked the agent to create a new order for me to redeliver the items that were missing (8 of them) and they refused. They would only refund me. I went through and re-added all of these items, but now I did not have enough money to get another free delivery order for these 8 items. So frustrating.

  Business Response

  Date: 08/09/2025

  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. Rest assured that will raise the issue to the right department that the customer is having hard time connecting to our customer services hotlines. Regarding of the missing 8 items on delivery order, upon checking on the transaction refund amounting to $27.28 has already been process last July 26, 2025, and for the delivery fee I already added $15 store credit as courtesy. 
  
  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.

  Business Response

  Date: 08/09/2025

  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. Rest assured that will raise the issue to the right department that the customer is having hard time connecting to our customer services hotlines. Regarding of the missing 8 items on delivery order, upon checking on the transaction refund amounting to $27.28 has already been process last July 26, 2025, and for the delivery fee I already added $15 store credit as courtesy. 
  
  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.

• Initial Complaint

  Date:07/29/2025

  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.

  Ordered multiple flavors of pudding cups advertised as 10/$10, normal retail price of $1.39 ea. upon delivery, I noticed I was being charged correctly for some of them, charged $6.99 for some of them, and a whopping $12.99 for some of the same packages that are being advertised as $1/ea (normally $1.39). I contacted customer support but since I bought 10 packs, with multiple packs being overcharged, the total overcharge was greater than $30 and they said they were unable to do a refund and would only give store credit up to $30 and refused to correct the total amount of overcharge. I included screenshots of the charges posted in my receipt as well as screenshots of the sale listing for the identical items showing they should have been charged at $1/ea, NOT $6.99 or $12.99 ea.

  Business Response

  Date: 08/22/2025

  Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the Better Business Bureau and appreciate the time and effort you’ve taken to allow us the opportunity to address this matter with their assistance.
  
  We sincerely apologize for the confusion and frustration caused by the pricing discrepancies on your recent pudding cup order. We understand how disappointing it must have been to be charged for items that were clearly advertised as part of a promotional offer. Your detailed screenshots and explanation were extremely helpful in identifying the issue, and we are grateful for the time you took to document everything so thoroughly.
  
  Upon review, we are pleased to inform you that a refund has already been submitted and will be processed promptly by Kroger. Please note that financial institutions typically require an additional 1 to 3 business days for the refunded amount to appear in your account. You will receive an email confirmation once the refund has been successfully completed.
  
  Refund Details
  Status: Completed
  Amount: $36.31
  Requested By: *** ********
  Requested At: Friday, August 1, 2025 at 2:12 PM EDT
  Processed At: Friday, August 1, 2025 at 2:12 PM EDT
  
  Items Refunded:
  Snack Pack Lemon Pudding Cups (UPC: *************)
  Snack Pack Chocolate Fudge Flavored Pudding Cups (UPC: *************)
  Lysol Disinfecting Wipes Lemon and Lime Blossom (UPC: *************)
  
  We truly value your business and hope this resolution helps restore your confidence in shopping with Kroger. 
  
  Regards,
  
  Kroger Co
  
  

• Initial Complaint

  Date:07/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered groceries online. I received text messages regarding my groceries that they were ready for pick up. Selected I have arrived on the app and typed my spot number. Someone from the store came to my car and told me their power was out and they could not give me my groceries. I went to the store to ensure this was the case and see if they could give me my groceries as there was a charge on my card. They told me they could not because the power was out and they could not scan anything. I asked them to cancel my order so I could go buy groceries somewhere else. They told me they could not I would have to call customer service. Customer service is telling me they cannot refund or cancel my order. I now have a charge on my card and no groceries. I believe that a transaction is fee for product. I received a fee with no product. Also when I asked to speak with a manager on the customer service line the young lady stated if we get disconnected I will call you back. Then an automated survey came on the line and the line disconnected. She did not call back. I did call back again with again no resolution. This large grocery store has now taken my money and not provided the product (groceries) and they refuse to give me a refund or cancel my order so I can go obtain groceries at another store. They should not be allowed to advertise grocery pick up if they cannot provide the service or cancel or refund the service.

  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 regarding of the pickup order that has not been pick up due to power interruption this is certainly not what we wanted for our valued customers. Upon further checking the order was already cancelled last July 27, 2025, at 8:36 pm. Rest assured that customer will not be charged on this pick-up order. 
  
  For the Incontinence, ill added $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. 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: 08/08/2025

  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:07/27/2025

  Type:Customer Service 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.

  The agent been rude over the phone and talk like they don’t like different races keep hanging up in my face lying to me about my account error are resolved and wasn’t being very helpful and knowledgeable when I was trying to get help with my account and the chat not so helpful

  Business Response

  Date: 08/07/2025

  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 experienced with their interaction with our representatives. We are working hard to improve our services. Rest assured that the customer's feedback will be shared to the management team for handling.
  
  After carefully checking all recorded cases for the customer regarding the issue on not being able to place an order online, it shows that all of them showed same results of the account check on the customer's profile. They found out that there has been a frequent and disproportionate number of requests for refund requests with multiple same issues with their online orders that connected to the customer's current online account.
  
  However, we can see that they were able to connect with our Kroger Customer Relations Center and to our Customer Advocacy group and was given the same information. 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: 08/07/2025

  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:07/25/2025

  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.

  My doctor prescribed me a medication that I have had filled over a dozen times without incident at the ****** ****** location in **********, ********. (That store was not located on the bbb website, so I used the corporate HQ)
  
  After multiple calls to very very rude pharmacists and techs - I finally found that this pharmacy repeatedly tried to go through insurance incorrectly and needed to call the coverages hotline to have it resolved as they could see that the pharmacy was doing it incorrectly.
  
  The pharmacy refused to contact the hotline.
  
  This medication is essential. I was never notified by HT that there were any issues until it was too late to have them fixed in time to make my scheduled dose. I am going to be experiencing severe symptoms of lacking this medication in the morning as I try to have it moved to another pharmacy that is competent enough to process a simple claim correctly.
  
  This pharmacy showed me and my family their true colors and I will not rest until HT Rx corrects the issues here. They do NOT care about their customers. They repeatedly told me it was “my problem, there’s nothing they could do” while refusing to take the steps necessary to fix the issue THEY were having. It was their fault all along.

  Business Response

  Date: 08/07/2025

  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 sincerely sorry for any trouble that caused from the arrangement of the customer's prescription. We understand that this is something we can't take lightly. We are working hard to improve our services.
  
  Rest assured that their experience will be shared to the internal management for review and handling. The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. 
  
  We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:07/24/2025

  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 7/23/2025 I placed a pickup order from Kroger in ****** and got charged for my order (152.50). The following day I received yet another charge which is listed as pending however it still takes the money out of my account. This same type of incident happened the week prior when i placed an order from **** ***** Kroger (192.26) and was charged not only during the time of my order but the following day as well. It took an entire week for this charge to fall off and money to go back into my account. I have called multiple times with this and nobody can do anything but offer me measly $20 credit on my account which i won't be using as this issue has not been fixed with Kroger. This does not cover the amount that is now missing out of my account and i cannot use to pay my bills that are due. It not only has caused that issue but also but a damper on my vacation for last week considering the time it took to go back into my account. I budget my money so this is a huge effect on my life. I want a resolution to this issue before i take it further. Attached you will find an example of the recent order of what is happening.

  Customer Answer

  Date: 07/24/2025

  I am seeking the compensation for the inconvenience and my money back for the order that I got double charged for. 

  Business Response

  Date: 07/25/2025

  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 hassle of having preauthorization holds in the customer's order and how it was handled by our representatives. We are doing our best efforts to be fair to every customer. On July 4, 2025, as mentioned, the customer called in and spoke with a supervisor which advised them that the hold will drop off within 3-5 business days. Also, a $20 store credit was already added on the shopper's card ending in ****.
  
  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 your account after the specified timeframe, the customer will need to contact their bank to request the hold be released.
  
  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: 07/28/2025

  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 initial preauthorization amount i agree with and am very well used to with my many years of shopping with Kroger, however recently I get 2 of those charges for ONE single order. That is not acceptable and is something going wrong on Kroger's end as i have never had that issue until recently with my last 2 orders. This takes money out of my account that i use to even pay bills and at this current time as effected my bank account negatively trying to pay my bills on time with the missing money for the preauthorization that should not have been there. The first one went through and the second is still yet pending. I have asked countless times how this issue is being addressed with no answers. I would like compensation for how much this is costing me not only my back account negativity but also late fees on my bills i cannot pay because the preauthorization that isnt supposed to be there took the money i had to pay my bills. 
  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  

• Initial Complaint

  Date:07/24/2025

  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.

  Yes, on July 19, 2025, I proceeded to my local Krogers grocery store to complete my bi-weekly shopping trip. During this shopping trip, I specifically made the correct purchases required to earn cash back rewards that are usually added to my account (Rewards Account #: ************) within a few days in order that I may transfer that balance to my *** *** Account. Once again, I find it necessary to reach out and seek appropriate redress through your organization for Krogers neglect in providing the cash back I already earned through my purchases on this shopping trip. Specifically, I was awarded $17.00 as cash back earned for my purchases made on July 19, 2025. The correct cash back earned for this shopping trip was $22.00, therefore representing a shortfall of $5.00 I am still owed as cash back earned on this shopping trip. The following are the items purchased and respective cash back earned:
  
  Blue Buffalo Dog Food @ $3.00
  Alcon Clear Care Plus @ $5.00
  Systane Eye Drops @ $3.00
  Blue Diamond Almonds @ $3.00
  Pepcid AC Gummies @ $3.00
  Dove Bodywash @ $3.00
  Clean & Clear Scrub @ $2.00
  
  
  The total cash back earned, as you can see from above, is $22.00 and not $17.00 awarded. I am requesting that the missing $5.00 in my account be added immediately and that these constant extra efforts I must take to secure the rewards I earned, cease. I have contacted Krogers regarding this issue, with no response as of yet. Thank You

  Business Response

  Date: 07/25/2025

  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 their cashback form their purchase on July 19, 2025. We are working hard to improve our services for our customers. Please note that cashback may be earned right away or for some times it may take 7 business days before the cashback will completely be loaded to the customer's online account.
  
  After careful checking the customer was able to cashout $17 on 07/22/2025 through their ****** account. We are able to check the cashback offers that were redeemed on their purchase on July 19, 2025. Below are the cashback offers full description, but we are unable to verify the cashback offer for Clear Care® Plus with HydraGlyde Contact Lens Solution. The total of the cashback offer redeemed is $17.
  
  *$3.00 Cash Back on PEPCID
  Buy ONE (1) PEPCID® (20ct or higher), IMODIUM® (excluding 6ct) or LACTAID® Supplement product (excluding trial and travel), Get $3.00 cash back ************
  
  *$3.00 Cash Back on Blue Diamond
  Buy ONE (1) Blue Diamond® Almonds & More mixed nuts (14oz), Get $3.00 cash back ************
  
  *$3.00 Cash Back on BLUE dry dog food
  Buy any ONE (1) bag of BLUE Life Protection Formula™ Dry Dog Food (5lb or larger), Get $3.00 cash back ************
  
  *$2.00 Cash Back on Clean & Clear
  Buy ONE (1) CLEAN & CLEAR® product (excludes single use masks & travel/trial sizes products), Get $2.00 cash back ************
  
  *$3.00 Cash Back on Systane
  Buy ONE (1) SYSTANE® Lubricant Eye Drops, Get $3.00 cash back ************
  
  *$3.00 Cash Back on Dove Serum Body Wash or Plant-Milk Body Wash
  Buy ONE (1) Dove Serum Body Wash (18.5oz) or Plant-Milk Body Wash (17.5oz), Get $3.00 cash back ************
  
  Based on the information above, these are the only offers that were validated for July 19, 2025. If the customer can provide the photo of the coupon for the Clear Care® Plus with HydraGlyde Contact Lens Solution, then we can absolutely review it and take action to make it right.
  
  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: 07/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have provided, via attachments, a copy of my receipt from 7/19/25 showing the purchase of the item I was to earn $5.00 cash back on and I have provided another attachment showing a copy of the product's packaging, which includes the products UPC code and description.  I only accept their response if they honor what they said they would do; that is to add the $5.00 cashback to my account if I could provide the proof of that purchase. Which I have done so.. I provided a copy of dated receipt with item and date of 7/19/25 circled and I have provided a copy of the product's packaging, showing the UPC code and description of the product!
  
  
  
  Regards,
  
  
  
  ******* *******