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:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased AirPods from Fred Meyer due to losing a pair in a move. After opening and setting up the new AirPods we found my old pair. Upon attempting to return them in the box with all accessories and paperwork I was informed that policy doesn’t allow open box Apple returns. This isn’t stated in any point during the transaction. The manager had to sift through a 1000 page binder to find an obscure policy that isn’t stated anywhere in store or online. Typically a good business would post the policy on the product in the form of a non-returnable after opened sticker, a placard near the Apple products or at the register or print it on the receipt. It’s simply a deceptive business practice when other retailers have no such issues processing Apple returns.

  Business Response

  Date: 07/23/2025

  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 this matter with the assistance of the BBB.  
  
  We’re truly sorry for the inconvenience and frustration you've encountered with your recent AirPods purchase and attempted return. We understand how disappointing it can be when a return policy isn't clearly communicated at the time of purchase.
  
  Fred Meyer’s current return policy states that opened Apple products, including AirPods, are not eligible for refunds—only exchanges in the case of a defect. However, we acknowledge your concern that this detail wasn’t made visible or accessible during checkout, and we appreciate your feedback on how our signage and communication could be improved.
  
  While we’re unable to override store-level policies directly, we’d like to help you further. If you're open to it, we recommend checking with the store leadership or appropriate team member who may assist more directly to see if an exception can be made based on your situation. 
  
  For more additional information, here is the link for your reference:
  
  ****************
  
  Your insight helps us improve the customer experience, and we want to do what we can to support you.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 07/24/2025

  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.

  
  

  
  

  
  Policy not clearly stated anywhere prior to purchase. Receipt clearly states to save it for any returns and refunds. Many other merchants have no issue returning open Apple products. 
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:07/20/2025

  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.

  On June 19, 2024, I shopped at the Kroger store located at *** * ******** *** ********* ** *****. During checkout at the self-service register (likely station #9), I was charged $11.99 for a 6-pack of craft beer. Due to an issue at the time of age verification (them not accepting my foreign ID), I did not receive the beer, and the purchase was not completed in-store from my side. However, when I reviewed my records later, I discovered that the transaction had gone through and I was indeed charged for the beer.
  
  I returned to the store the same day to report the issue and requested a refund, but the staff were unable to assist and advised me to return the next day. I also submitted a formal complaint via Kroger’s website shortly thereafter.
  
  Despite following up and allowing adequate time for resolution, Kroger has not responded to my complaint nor issued the refund of $11.99.
  
  I am requesting that Kroger refund the $11.99 for the item that was paid for but not received.
  
  Desired Resolution:
  A full refund of $11.99 for the beer that I was charged for but never received.
  
  Purchase Date: June 19, 2024
  Store Address: Kroger, *** * ******** *** ********* ** *****
  Amount in Dispute: $11.99
  Payment Method: ******* credit card

  Business Response

  Date: 07/21/2025

  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 for any hassle this has caused the customer. Upon further checking of the issue with the case number ********, According to the store manager Crystal last June 20,2025 customer called and spoke with assistance store manager name joe who works with the store bookkeeper to review the customer transaction. They were able to locate customer receipt and confirmed that no beer was included in the purchase. 
  According to the receipt, customer was only charged for two other items, which customer received and left the store with.
  
  If you have any further questions or concerns, please advise customer to contact the store and speak with store leadership, Crystal or Joe. for further assistance. 
  
  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: 07/21/2025

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

  
  

  Let them attach the receipt to you then and lets compare it. They have not to date provided me with the receipt. This is evident from the communication I provided.
  
  
  Thank you
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 07/24/2025

  Thank you for contacting the Kroger Executive Office and for submitting your concern through the Better Business Bureau. We truly appreciate you taking the time to allow us the opportunity to address this matter appropriately with their assistance.
  
  We sincerely apologize for any inconvenience this situation may have caused. Upon further review of your case (********), we spoke with Store Manager Crystal regarding the details of your transaction. She confirmed that on June 20, 2025, you spoke with Assistant Store Manager Joe, who collaborated with the store’s bookkeeper to review your purchase. They were able to locate your receipt and verified that the transaction did not include any beer. According to their records, you were charged for two items, both of which were received upon leaving the store.
  
  If you have any remaining questions or concerns, we kindly ask that you reach out to the store directly and speak with Crystal or Joe from the leadership team for further assistance.
  
  We appreciate your patience throughout this process. Your feedback allows us to continually evaluate and improve our service, and we’re grateful for the opportunity to do so.
  
  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 determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  As per my response, let them provide the receipt where it will clearly show if beer was there or it wasn't. I have not been provided such receipt despite numerous requests over the phone and email, moreover the items were not two as they claim on their email.
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 08/02/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  As per previous response, the issue has been brought to the attention of the store leadership, and they have located the receipt on their end. We are highly advising the customer to communicate directly with the store leadership regarding the receipt. We are confident that the receipt will be provided as they are already informed of the issue.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  Kroger Co

  Customer Answer

  Date: 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.

  
  

  They have clearly still not provided the receipt in question despite saying they have it, moreover I have not received my refund, therefore they have not resolved the issue.
  
  
  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.
  
  As advised from the previous response, the issue has been shared to the store management and that they were able to confirm the receipt of the customer. They were able to confirm as well that no beer was included in the purchase. For further clarifications, the customer may need to communicate with the store leadership, to Joe or Crystal.
  
  If there will be a refund, since this is an in-store purchase and an alcoholic beverage, this will need to be coordinated with the store.
  
  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: 08/07/2025

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

  
  

  I have repeatedly requested the receipt they claim to have via this platform, yet they have consistently failed to provide it. This is particularly concerning given the fact that they know the exact date, time, amount, and counter number of the transaction. Additionally, I’ve also asked over the phone for the relevant camera footage. Their continued failure to supply such a basic piece of evidence strongly suggests an unwillingness to issue a rightful refund.
  
  
  
  
  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 do apologize if the issue still not been resolved. Since this is a store purchase the copy or requested receipt it will be provide from our store. As per previous response, the issue has been brought to the attention of the store leadership, and they have located the receipt on their end. We are highly advising the customer to communicate directly with the store leadership regarding the receipt. We are confident that the receipt will be provided as they are already informed of the issue.
  
  Rest assured our Store leadership is aware of the issue and if there will be a refund, since this is an in-store purchase and an alcoholic beverage, this will need to be coordinated with the store.
  
  
  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,
  
  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.

  
  

  
  

  It has likely been nearly two months since I lodged my complaint, and I find it difficult to believe that they have been unable to provide the receipt or are still investigating a matter this straightforward. Their ongoing delay appears to be an attempt to avoid taking responsibility.
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

  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.
  
  As per other and previous responses, the receipt has been found but this will be provided by the store since we are unable to verify this on our end due to no records found with the email address and phone number the customer provided. This situation has been communicated to the store and that they are already aware that the customer is requesting for the receipt.
  
  We highly advise the customer to coordinate with the store management and they will be assisted properly by the store manager with names of Joe or Krystal.
  
  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: 08/16/2025

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

  
  

  I have raised this issue with the store on multiple occasions and subsequently escalated it to Head Office, but no action was taken. This is why I then escalated the matter to the BBB. It is important that the issue be addressed on this platform. The fact that Kroger has not provided a single piece of evidence to date demonstrates their unwillingness to resolve a simple matter and their continued attempts to shift responsibility.
  
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 08/18/2025

  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 for any hassle this has caused the customer. Upon further checking of the issue, it's been escalated already and according to the store manager Crystal last June 20,2025 customer called and spoke with assistance store manager name joe who works with the store bookkeeper to review the customer transaction. They were able to locate customer receipt and confirmed that no beer was included in the purchase. According to the receipt, customer was only charged for two other items, which customer received and left the store with. This has been advised to the customer already and we highly recommend communicating to the store leadership. 
  
  Regarding of receipt request, we do apologize if the issue still not been resolved. Since this is a store purchase the copy or requested receipt it will be provide from our store. As per previous response, the issue has been brought to the attention of the store leadership, and they have located the receipt on their end. We are highly advising the customer to communicate directly with the store leadership regarding the receipt. We are confident that the receipt will be provided as they are already informed of the issue. If you have any further questions or concerns, please advise customer to contact the store and speak with store leadership, Crystal or Joe. for further assistance. 
  
  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: 08/20/2025

  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.

  
  

  
  

  Thank you for your response. However, this reply is identical to your earlier communication and does not address the specific issues I raised in my previous response. Repeating the same statement without addressing the facts does not resolve the complaint.
  I request that you respond directly to the points outlined in my previous communication. Unless these are addressed clearly, I will consider your lack of engagement as refusal to resolve the matter in good faith, and I will ask the BBB to record this accordingly.
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 08/21/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  As per reviewing the customer's complaint submitted to this platform, they stated that they were charged for an item that they did not get and asked for a refund from the store which assistance was not made. As per all the recorded cases for the customer and the details given to them through this platform, they were already advised that a communication has been made to the store and that they were not charged for the beer that they did not get. The store also offered to provide their receipt for the transaction as verification.
  
  Please know that we are advising the customer to coordinate with the store because we are unable to track the receipt on our end which the store did on their end. Since this is an in-store purchase as well, if they needed a refund, only the store can help them. We are telling this to the customer from most of all the responses since this is the result of the investigation for the issue they raised in this platform.
  
  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: 08/21/2025

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

  
  

  
  In previous correspondence, Kroger stated that they had the receipt for this transaction. Now, the company is saying that they do not have it and that only the store does. This is contradictory and misleading. My request has been simple from the start — I have repeatedly asked for a copy of the receipt as verification. To date, Kroger has not provided this evidence, despite claiming it existed.
  

   

  Furthermore, Kroger continues to direct me back to the store. The store did not assist me when I raised the matter originally, and neither has the executive office, which is why the complaint was escalated to the BBB in the first place. Referring me back to the same unhelpful store does not resolve the issue and only prolongs the process unnecessarily.
  

   

  At this point, Kroger has failed to provide the one piece of evidence that would settle this matter — the receipt. Unless this is provided, I can only conclude that the company is avoiding accountability.
  If the BBB is unable to help bring about a resolution, I will have no choice but to escalate this further to the next appropriate regulatory or consumer protection authority.
  I again request a clear and final resolution, supported by evidence, rather than repeated circular responses.
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 08/21/2025

  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.  
  
  
  According to the last responses given to the customer, regarding of the receipt the store had the copy of the receipt since the transaction a store purchase and customer been advised to please communicate to the store management team regarding of the concern. The store also offered to provide their receipt for the transaction as verification. Since this is an in-store purchase as well, if they needed a refund, only the store can help them. 
  
  Please advise customer that they may also call the store and look for the store management team at 9122312260, the store is aware of the issue and there are the one that can provide customer request.
  
  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: 08/22/2025

  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.

  
  

  
  

  Unfortunately, Kroger’s responses have been repetitive and do not resolve the matter.

  
  I have already followed the instruction to contact the store, and the issue remains unresolved.

  
  Kroger continues to refer me back to the store management despite this being a corporate-level matter since the transaction was made through Kroger systems.

  
  At this point, Kroger has not provided any meaningful resolution or taken accountability. I will therefore escalate this matter to the appropriate consumer protection authority for further handling.
  
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i placed my first order for smiths, on July 7th 2025. I went to go pick up my order they did not have my order. i have spent $224.74 at this location. i have not been given my refund as an order i did not recieve.

  Business Response

  Date: 07/21/2025

  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 really want to help you the customer on this one, however as advised from previous cases, this kind of issue are being handled by Store management team at the store. We already contacted and escalated the issue to our store management team and Division team regarding of the request refund for the order failure of the customer. Rest assures our store management team will help and assist the customer for the concern. 
  
  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: 07/21/2025

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

  
  

  
  

  
  As I am a loyal customer with smiths I decided to do a pick up order. I went to the store and they said they did not have my order. So I left I called the store in the morning and spoke with a manager. He was very rude and refused to issue my refund and I said I’m the one who picked up my order. I never received the order. I have been going back and forth between the store and smiths customer service service. I’m beyond frustrated at this point and I need my refund. It has been more the enough time for them to issue my refund. 07.21 is going in 3 weeks and still no result. I will not be ordering from smiths. Every one who I spoke with are very unprofessional.
  
  Regards,
  
  
  
  ****** *
  
  

  Business Response

  Date: 07/24/2025

  Thank you for contacting the Kroger Executive Office and for submitting your concern through the Better Business Bureau. We truly appreciate you taking the time to allow us the opportunity to address this matter appropriately with their assistance.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We appreciate you bringing this matter to our attention and truly value the opportunity to assist you.
  
  Please know that we are committed to supporting you in resolving this issue. As noted in previous cases, matters involving refund requests due to order failures are managed directly by the store's leadership team. We have already escalated your concern to both the store management and the Division team for their immediate attention.
  
  You can rest assured that the store team is aware of your situation and will work diligently to provide the necessary assistance and support to reach a resolution.
  
  Thank you for your patience, and we remain dedicated to ensuring your satisfaction. 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: 07/25/2025

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

  
  

  
  No my resolution has NOT been solved. I have been going back and forth between the store and customer service. The manger insisted that I picked up my order when I didn’t. They just don’t want to admit that they gave out my order to the wrong person. 
  
  Regards,
  
  
  
  ****** *
  
  

  Business Response

  Date: 07/26/2025

  Thank you for contacting the Kroger Executive Office and for submitting your concern through the Better Business Bureau. We truly appreciate you taking the time to allow us the opportunity to address this matter appropriately with their assistance.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We appreciate you bringing this matter to our attention and truly value the opportunity to assist you.
  
  Please know that we are committed to supporting you in resolving this issue. As noted in previous cases, matters involving refund requests due to order failures are managed directly by the store's leadership team. We encourage you to reach out the fulfillment center at ###-###-#### for further assistance 
  
  Additionally, we have already escalated your concern to both the store management and the Division team for their immediate attention.
  
  You can rest assured that the store team is aware of your situation and will work diligently to provide the necessary assistance and support to reach a resolution.
  
  Thank you for your patience, and we remain dedicated to ensuring your satisfaction. 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: 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.

  
  

  
  

  
  No I have not received a resolution regarding my order. The manager refuses to issue my refund. He can’t accept that his co workers gave my order away and they think that I picked up my order when I never picked up my order. I need my refund this has been going on for way too long. 
  
  Regards,
  
  
  
  ****** *
  
  

  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 the opportunity to address the customer’s concern with the assistance of the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience this delay may have caused. 
  
  Please be informed that we have forwarded a follow-up email to our internal management team to expedite the resolution process. Rest assured, we will provide customer with an update as soon as we receive any information and resolution from them.
  
  Your patience and understanding are greatly appreciated as we work diligently to ensure that this issue is properly addresses.
  
  Regards,
  Kroger

  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.

  
  

  
  

  (Response taken over the phone)

   

   I have been going back and forth with the store and this process; I don't have a refund or my products. I'm pretty much sick of it.

  
  
  
  
  
  Regards,
  
  
  
  ****** *
  
  

  Business Response

  Date: 08/14/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry for the delay. We understand the frustration on this matter so we are doing our best to come up with a resolution to get a refund for order ******************** As of now, we are unable to see any updates form the store yet, but an email was sent to the store management team as we need their confirmation and approval on this one. Also, as advised they are the only one who can process the refund for the order.
  
  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:07/20/2025

  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.

  On July 4, 2025 went into my local Kroger to purchase soda that was on sale. Big Red 12 pack cans.
  The sale was for buy 2, get 3 free. When I got to the location of where Big Red is supposed to be stocked, it was filled with another soda. I went to the service desk and asked for a rain check because there were no product available as advertised. The service desk employee stated on sale items they are limits. I asked for the store manager and he stated the same. I said to him that the store never received any Big Red soda at all because it's shelf space was filled with another flavor completely, not just fluffed. He just restated limited items on hand answer.
  I contacted Kroger's customer service and they basically said the same. I stated that limited items on sale must be present for an advertised item in an ad. I also stated that the shelf was never stocked with Big Red in the first place. Customer service said we care about you, but we will not honor the ad.

  Business Response

  Date: 07/20/2025

  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 this matter with the assistance of the BBB.  
  
  We sincerely apologize that an advertised item was not honored at the store and rain check was not offered during your recent visit to our store. We understand how disappointing it can be when a promotional item is unavailable, and the expected accommodation isn’t provided.
  
  We want to assure you that your concerns have already been escalated to the store leadership team for careful consideration. 
  
  We appreciate your patience and your continued loyalty to Kroger. If there's any further update or action needed, we’ll be sure to follow up.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co
  
  

  Customer Answer

  Date: 07/23/2025

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

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  They are just passing the complaint along and not solving the problem. 
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 07/24/2025

  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’ve passed along their feedback about the item that’s repeatedly filled with another soda with no rainchecks offered to the appropriate team. They are now reviewing it to ensure our systems and practices are aligned with delivering the best possible experience and reliability for our customers.
  
  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. 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:07/18/2025

  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.

  Yes, on July 14, 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 (rewards #: ****************) that are usually added to my 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 $3.78 as cash back earned for my purchases made on July 14, 2025. The correct cash back earned for this shopping trip was $26.78, therefore representing a shortfall of $23.00 I am still owed as cash back earned on this shopping trip. The following are the items purchased, and respective cash back earned:
  
  Brawny Paper towels @ $2.00
  Glade Plug-in Warmer @ $1.78
  Pine-sol 20 oz Cleaner @ $1.00
  1St Response 2pk @ $5.00
  Flonase .62 Fl oz (144ct) @ $8.00
  Fancy Feast 2pk @ $1.00
  Aquaphor Ointment @ $3.00
  Aveeno @ $5.00
  
  The total cash back earned, as you can see from above, is $26.78 and not $3.78. I am requesting that the missing $23.00 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 on (2) occasions regarding this issue, with no response as of yet. Thank You

  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 apologize that the customer did not receive their cash back. We are doing our best to improve our services. Upon checking, we can verify that the customer downloaded the offers in their online account before the purchase on July 14, 2025. Rest assured that this will be escalated to our cashback center to further review the issue.
  
  To make this right, A $25 store credit has been added on the customer's shopper card ending in 2864. Please see following information on how they can use it,
  
  • Kroger Delivery- Automatically applies in the order.
  • Instacart 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 the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

  Business Response

  Date: 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 apologize that the customer did not receive their cash back. We are doing our best to improve our services. Upon checking, we can verify that the customer downloaded the offers in their online account before the purchase on July 14, 2025. Rest assured that this will be escalated to our cashback center to further review the issue.
  
  To make this right, A $25 store credit has been added on the customer's shopper card ending in 2864. Please see following information on how they can use it,
  
  • Kroger Delivery- Automatically applies in the order.
  • Instacart 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 the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/11/2025 I came at Kroger and showed my receipt at customer service desk. I asked CSR just exchange one bottle BIG K on bottle BIG K GINGER ALE bottle zero sugar. Both bottle had same price $1.25 for each. I DID NOT ask refund AND DID NOT RECEIVE REFUND. I left first bottle at customer service desk. When I came to customer service desk and asked put paid sticker on second bottle CSR asked my Kroger card. I gave her my Kroger card. She charged $1.25 for exchange bottle. I had $2 reward on my Kroger card AND OF COURSE SHE DID NOT GIVE ME RECEIPT. When I came at home I noticed $1.25 was charged from $2 reward on my Kroger card. Both bottle cost the same $1.25. I HAD ONE BOOTLE BUT PAID FOR TWO BOTTLES . RETURN $1.25 on my Kroger shopping card .
  
  I sent email to Kroger. First they asked adiitional information. I gave all additional information. Second email from Grecely said go to store.
  I will not go to this store again, wait in line. They may be not give me refund. Kroger had all my information including Kroger card number. Just make refund!
  
  Case number ********
  
  If I will not receive refund this problem never be sold and I will not shop at Kroger.

  Business Response

  Date: 07/19/2025

  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're truly sorry to hear about the inconvenience and frustration this situation has caused you. We understand how upsetting it can be when expectations aren't met. We’re committed to making this right, and we truly appreciate your patience as we work toward a resolution.  
  
  After a thorough review, we want to assure you that your case has already been escalated for further evaluation.
  
  To help ensure a prompt and accurate resolution, we kindly recommend reaching out directly to the store. The store team will be best equipped to verify transaction details and provide immediate support.
  
  Store Details: Hi-Point SC – Store #024-00777 311 Boone Station Rd, Shelbyville, KY 40065 Phone: 502-633-1625 Date/Time of Visit: July 11, 2025, | Between 8:00–8:30 AM EDT
  on. 
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 07/21/2025

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

  
  

  
  

  Kroger Do Not solve my complaint. Kroger put wrong store address. I wrote review on Kroger. Kroger should pay me for my time. Gift card for $100 will be nice.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 07/24/2025

  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 do apologize for what the customer experienced from their visit last July 11, 2025. Upon carefully checking, we are unable to verify that the customer has a balance of store credit on their shopper's card ************. Also, the transaction with order number *****************************, where they got the replacement has no charges. The receipt will show that it is $0.00. This information is available when the customer goes online with their online account and under purchase history.
  
  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: 07/24/2025

  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 be Kroger looked wrong receipt. Receipt from 07/11/2025 showed I was charged $1.25 I explained this in my first complaint to Kroger and sent copies of all receipt when I answered Kroger email. Look like to me Kroger refused read and understood. 

  On 7/23/2025 I went to Kroger and received refund $1.25.

  But since I wasted my time and in your answer Kroger said: I am wrong and lied. My problem never be sold.

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

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Kroger subscription that I recently purchased. Since I've had nothing but troubles. First, it seems suddenly many items at "not in stock" though it let me order them. Now I had my order stopped because of a credit card rejection which I could easily have corrected by updating my card with the new CCV and expiration dates. Due to extrmely poor web design, I cannot delete the card or change the information!
  
  The online "customer service" chat along with the halfwits that operate it is useless. They have no communication skills whatsoever and I have to repeat myself over and over, even dealing with someone alleging to be a "supervisor". They were not able to do anything but waste about 45 minutes of my finte life that I will never recover.
  
  Finally I was able to change from a different part of the website and get my order though but I can no longer do business with any company that has so little respect for its customers' time by not hiring efficient and competent people to quickly resolve issues.
  
  I want to cancel my Boost for a full refund. If I have put up with this nonsense I can deal with Kroger's competitor who has much lower prices. I only buy from them because I thought I wouldn't have such hassles.

  Business Response

  Date: 07/18/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  Please accept our sincere apologies for the delivery issues customer experienced. We understand how frustrating this must have been and regret that it led to the decision to cancel the Boost membership.
  
  After reviewing the account, we noticed that the Boost membership has been in use for multiple delivery orders and is now beyond the 7-day cancellation window. As a result, we’re unable to issue a refund for the membership at this time.
  
  However, we’ve taken action to cancel the auto-renewal for Boost membership, so they will not be charged again once the current term ends. In the meantime, they will continue to enjoy all Boost benefits until  May 31, 2026.
  
  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: 08/11/2025

  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.

  
  

  
   
  No, this is not a resolution.  This is a statement of their policy that
  completely ignored the fact they are in breach of contract!
  
  
  
  
  
  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:07/16/2025

  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.

  Kroger advertises that there boost membership is free for customers if they have a Kroger **********. I enrolled 3 different times and my card was charged the fee. Each time I spoke with customer service. I was told to switch it. They do not assist in setting up membership correctly. I would like all fees refunded to my card and to receive the membership free as advertised.

  Business Response

  Date: 07/18/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer was charged of Boost membership when they expected to get it for free as Kroger ********** holder. We are working hard to improve our services for our valued customers.
  
  Upon verification of the customer's online account, it appears that for this year they already enrolled on June 21, 2025, on which they were not charged as a holder of the Kroger **********. On July 15, 2025, the customer enrolled again and was charged for it, this is because they already redeemed their annual membership for the year and then did it again one month later. If they leave it be, and they have an active Kroger **********, it will automatically renew for free every year. The free Boost membership is for one redemption only per year.
  
  We are sorry but a refund will not be provided for this concern. 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: 07/18/2025

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

  
  

  I was not given the correct information when I attempted to set up my membership.  I think it is very poor customer service on your part.  I have been a Kroger customer for so many years.  I am very disappointed with the way I was treated.  I feel it is time for me to shop somewhere else. 

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

• Initial Complaint

  Date:07/16/2025

  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.

  I placed an online order on the 14th and was charged 259.17 for my order. My order was delivered on the 15th. Now on the 16th I was again charged for my order. I call Kroger to let them know that I had been double charged and was advised I had to wait 24 hours and call back. My account is now negative 98 dollars and im going to be charged over draft fees for this error.

  Business Response

  Date: 07/17/2025

  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 regarding pf the charges for delivery order Last July 15, 2025. Upon further investigation the charges that the customer see is a preauthorization charged from their delivery order. Customer had a phone call and been advise that the preauthorization charged will be removed with in 3-5 business days. Customer also been advised that they can their bank to request to remove the pre atheization hold and provide the given preauthorization code to their bank which is ******. 
  
  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.
  
  

  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.
  
  I sincerely apologize for the pre-authorization hold, and for the inconvenience. Rest assured that I will help you. I checked the customer's account and found out that there's only one confirmed transaction worth $259.17. Please inform the customer that we would like to clarify that the other charged he seeing on his account is a pre-authorization only, and not an actual debit. This temporary hold commonly used to verify the validity of the payment method and to ensure sufficient funds are available. Kindly advise that the pre-authorization is not a completed transaction and will automatically be released by the customer's bank within 3-5 business days, depending on his bank policy. It has been coordinated as well with our Kroger Customer Relations Center, and was given an Auth Code of ******, as a proof that the other amount is only a pre-authorization hold.
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  I will accept this response because my money was returned to me. However it is beyond obvious that you didn't read my response or care how I was treated when speaking to your customer service department. It is truly said how I was treated considering I did nothing wrong and have been a faithful customer. 
  
  Regards,
  
  
  
  ******** ********
  

• Initial Complaint

  Date:07/15/2025

  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 have been a longtime customer with Fry’s. This month I had an experience that left a bad taste in my mouth and has changed everything. I placed an order with Frys online for $61.90. Fry’s placed a pending hold on the funds, which I understand. When the shopper checked out with what I ordered, they placed another $61.90 hold on the funds in my account. Now holding $123.80 in funds. Then when they took the funds from my account, they took an additional $61.90 out of the account not releasing the $123.80 hold they had already placed on the account. This caused total havoc on my checking account. I tried to reach out to Fry’s Customer Service to remedy this situation. I felt they needed to release the two transactions, as it was going to cause me $58.00 in fees, and potentially bouncing transactions I had coming into account. They should not have run the transaction three times as they did. I felt I should not have to pay those fees to my bank either. All I wanted was for them to release the other two transactions. Both times I reached out to customer service, after I sat on hold for 20 mins, I was rudely treated. In addition, I was told “it’s the banks fault, not ours, and if I do not keep enough money in the account to cover this type up mishap, that’s on you.” I was appalled!!! This was not my fault. At this point, I requested a supervisor. The manager was worst!! She basically called me a liar but said out of courtesy she would reach out to another department to see if there were 3 transactions. She never came back to the phone, leaving me on hold. I ended up hanging up after being on hold for so long.
  I have never been treated so rudely in my life!!! How am I supposed to know that you’re going to charge my account 3 times for 1 order. That should never have happened!!! I understand capturing the funds for the order, to make sure you get your money, but not three times. As a result of this experience, as well as other previous bad experiences,

  Business Response

  Date: 07/25/2025

  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're truly sorry to hear about the inconvenience and frustration this situation has caused you. We understand how upsetting it can be when expectations aren't met. We’re committed to making this right, and we truly appreciate your patience as we work toward a resolution.  
  
  Upon further checking on customer transaction last July 10, 2025, with the order number *******************.We only charged the customer amounting to $61.90. The two pending charges is tagged as preauthorization hold on customer account.

  
  Here is a preauthorization code ******, Please advise customer to call their back and provide the authorization code so the bank can release the hold amount. If there still any concern regarding of charges, please advise the customer to call directly to our Kroger Customer Relation Department 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 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: 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.

  
  

  
  

  they are missing the point. as a result of the multiple transactions on my account, it resulted in $58.00 in bank fees. they were only authorized to capture the $61.90 for that transaction. instead they put three holds of $61.90 each on my account. there should have only been one hold, and then it should process when the transaction was complete. Not three separate holds, and then withdraw the funds on a forth transaction. i spoke with my bank. and they stated that since Kroger (Fry's) placed the holds, only they can remove them. Why should I have to pay the bank fees, when they went crazy on my account!!! 
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 08/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer got overdraft fees due to preauthorization holds from their online order. For some orders, when changes are made when the order is pending, there is a chance that more than one preauthorization hold is going to be held. As advised from the previous response, the customer can provide the authorization code to release the hold. 
  
  For other concerns, specifically for the overdraft fees, customer may need to connect with our Kroger Customer Relations Center. They are the only one who can assess the issue as we have limited to no information on this kind of concerns as well as resources are not available on our end. They can be contacted via phone at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.
  
  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.

  
  

  i do not accept this response. As I stated previous, when I filed the complaint, that I had already contacted their Kroger Customer Service Team, and was rudely treated. Not did anyone have anyone make any attempt to resolve the situation. I even asked for a supervisor and was hung up on. I had already exhausted all means prior to filing this complaint. A $61.00 order literally cost me twice that. I had been a long time Kroger customer and fan until now. Kroger is showing how little they care about my business with their responses. All they keep saying is call Kroger Customer Service. This complaint can stay on their file. They have no intentions of resolving this matter. 

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