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

• 

  Fred Meyer

  930 Old Steese Hwy Ste A Fairbanks, AK 99701-3167

• 

  Kroger

  14 W Oxmoor Road Birmingham, AL 35209

• 

  Kroger

  4401 Camp Robinson North Little Rock, AR 72118

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

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:07/10/2025

  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 grocery delivery order that was fulfilled through a third-party service, *********. Without my authorization, the ********* shopper added $64.30 worth of additional groceries to my order. I had designated $140 to be charged to my EBT card, with the remaining balance to be charged to my debit card. However, all of the unauthorized items were charged to my debit card, which resulted in my bank account being overdrawn.
  
  When I contacted customer service, I spoke with Jenna, a supervisor based in Manila, Philippines, who informed me that the refund would be issued to my EBT card. This is incorrect, as the additional charges were made to my debit card, not EBT. EBT can only be used for eligible grocery items, while my cash funds are more flexible and essential for other expenses.
  
  Fry’s failed to protect me as a customer by allowing unauthorized items to be added to my order without any approval process or prior contact. Furthermore, this issue was not properly resolved. As a result, my bank account incurred multiple overdraft charges, totaling three fees of $35 each. This situation is unacceptable. My case reference numbers are ******** and ********. And I was told I needed to contact ********* myself to submit feedback regarding the delivery person.

  Business Response

  Date: 07/12/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience and distress that had caused to our customer. 
  
  Upon further review, we found a note from our Payment Department indicating that added a partial refund to the customer's back payment—****—in the amount $64.30(07/11/2025 15:17:40). We understand how important it is for our customers to feel confident and informed about their transactions. Please rest assured that we are working diligently to ensure all refunds are processed as quickly and smoothly as possible. Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience. 
  
  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: 07/12/2025

  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:07/10/2025

  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.

  Extremely disappointed with the service I received from Kroger’s delivery. I waited at home for a scheduled delivery that was supposed to be made this morning. At 9:44 AM, I was notified that my order would arrive around 9:57 AM. I stayed home and made myself available. Then, at 10:05 AM, I suddenly received a text message saying the delivery had been canceled, with no reason given and no option to reschedule.
  
  To make matters worse, I contacted Kroger via online chat immediately afterward, and they provided no resolution at all. No offer to redeliver, no explanation, and no effort to make things right. Just a canned response and nothing else, then they ENDED the conversion.
  
  This entire experience was a complete waste of my time. I rearranged my day for this delivery. The service has gone downhill rapidly and is now both unreliable and unprofessional. Fair remedy requested. Online chat conversation is uploaded.

  Business Response

  Date: 07/10/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. After further checking on the delivery order, the reason why the order has been cancelled is due to technical issue. Please advise the customer that no amount has been charged on the customer account and for the inconvenience I added $20 store credit on the 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: 07/11/2025

  
  

• Initial Complaint

  Date:07/03/2025

  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.

  This go to ************* Kroger why can't I buy online anymore every time I try error message pop up constantly all the time says contact for help contact for help with what?? I am just trying to order there is money on my card I know that not it I am disabled can't drive so your site is super helpful when it wont let me buy it's sad frustrating I wish you fix pop messages get annoying every time my Kroger email is ******************** this happened for months,years not fixed write back

  Business Response

  Date: 07/04/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer is having difficulties placing an order online. We really appreciate that the customer is trying to shop with us. We are working hard to provide good service to our valued customers. As per checking, we are not seeing any most recent log in from the customer to verify if they are still receiving any errors in placing an order online and which we see that their last log in was form June 16, 2025.
  
  We advise the customer to try it again as we need to identify the error in the most recent time. Also, based on the research we made, the customer reached out on June 18, 2025, and stated that they are receiving the error code RV9547. At that time, the customer was advised to call a specific department to check on the issue they are facing. If the customer is still getting the same error code, they would need to call our Kroger Customer Relations Center as they are only one who can verify and assist the customer with it. They can be contacted 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 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:07/02/2025

  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 6/5 I was shopping at the Kroger in ******* ** on *** **. I had about $300 worth of groceries in my cart. Cheryl was working and closed her registered after she had seen us in line and directed us to go to self check out. I asked her why she could not check us out, she said she did not have to and it was time to close the registers. I told her I would just leave the cart full and leave, she said that’s fine, and proceeded to tell me she could care less and refused to help us or find someone else to help us. Meanwhile a young woman Caden heard what was going on and she came over and checked us out. Cheryl is probably one of the worst people I have even dealt with, rude and flat out hateful while laughing the entire time. I have shopped at this store for 30 years. Unfortunately Hal, the store manager had left to go to another store. I called Kroger customer service on 6/5 , spoke to Cleona and Jade, they gave me a case number of 81576349. Never got a call, I called again on 6/19 and they said it was escalated still never received a call, i called again on 7/2, spoke to Charlie then Ann and they said they would escalate it again. Nearly a.month and NO response … no call no email. They do not value me as a customer.

  Business Response

  Date: 07/04/2025

  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 about what the customer had to go through when they visited the Kroger - ******* **** store on June 05, 2025. We understand that this is something we can't take lightly and surely, we will do our best to get a resolution on what happened. Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  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.

  Customer Answer

  Date: 07/06/2025

  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 should not take over a month to get any type of response.  I called customer service once per week for 4 weeks, and  the only option is to contact someone in customer service who can only forward my complaint and has no control as to whether “upper management “ ever follows up.  It’s pathetic that you close registers at 9 pm when there is a store full of people.  Close the store if you don’t have the staff to operate it correctly.  When your cashier can ring me up in 2-3 minutes when it takes me 15 minutes to ring up and sack my own $300 worth of groceries? Nice margins when you don’t have to pay anyone. It’s very convenient when I have a few items,  ut. It when I have a cart full. Then to be told by Cheryl I can leave my groceries to spoil, that she could care less.  What terrible behavior and disgusting example for a tenured employee to show a young employee starting out and thinking that is acceptable behavior.  Keep your $25 gift card.  I would have much preferred an apology from Cheryl.  We all have bad days and no one is free from mistakes, but not owning up to them and realizing you screwed up is the issue here. Cheryl needs to retire, she obviously doesn’t care anymore and is allowed to behave this way.

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

• Initial Complaint

  Date:07/01/2025

  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.

  This complaint revolves around the Krogers company's cash back program and how they continue to behave deceptively, by placing a consumer at a disadvantage in ascertaining what they are entitled to in or affecting a transaction in commerce. Specifically on June 26,2025 I went to my local Krogers store and did my shopping as usual using my rewards card (#************) paying attention to purchase items to receive cashback, that would later be added to my account that I could transfer to my ****** account. I have already contacted them twice through the contact page of my portal Krogers page with no response. Really, getting sick of having to beg these people to follow-up on their contractual obligation and do what they promise consumers they will do when they do their part respectively! From their recent scandal and the resignation of their long time CEO; you would think they would have learned from and cease abusing their loyal consumers. Again, on June 26, 2025, through my shopping trip I purchased specific item in order to earn $25.00 cash back; but still have not received. Those items and respective cash back amounts earned are as follows:
  (2) Axe Deodorants @ $5.00
  Johnson & Johnsons STEM Product @ $1.50
  Dove Body Wash @ $4.00
  Raid Product @$1.00
  Boost @ $3.00
  (2) Degree deodorants @ $4.00
  Violife Cream Cheese @ $1.50
  (2) Tresemme Hairspray @ $5.00
  
  These already purchased and paid for items total $25.00 in Cash Back earned; but Krogers still has not applied to my account so I can transfer to my ****** account and will not respond to my requests regarding the status of my inquiries.

  Business Response

  Date: 07/03/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer had difficulties in getting the cashback from their purchase on June 26, 2025. We are giving our best to improve our services for our valued customers. As for earning cashback, the cashback may be earned right away and if not, this may take 7 days before the cashback will be credited to the customer's online account. 
  
  As per checking, on July 02, 2025, the customer contacted and was given $25 store credit from case reference number ******** that they use on their next grocery shopping. 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: 07/05/2025

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

• Initial Complaint

  Date:06/29/2025

  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 grocery delivery and again, a pack of eggs came with more than 4 pieces cracked. I am just furious. It had happened again and again that Kroger did not even bother to check. Also the 3 lbs ground beef was leaking juice and it contaminated the veggies in the same bag. First veggies should have not been put in the same bag with the meat, and then the meat is now inedible. I tried to request a refund online for these items but AGAIN, Kroger did not allow me to do it. I talked to customer service online and they told me that my account is limited because I have reached my limit. This is a ridiculous because had Kroger been done its due diligence and kept its “freshness guarantee” promise I would not have not to keep requesting for refunds in the first place. Now please remove the limit on my account or I have to take this whole matter to the small claims court in ******** ****** *******. I have sued a couple of businesses for similar matters and had not lost a single case so far.

  Business Response

  Date: 06/30/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  We sincerely apologize regarding the unsatisfactory experience receiving damage items on their delivery order and that is certainly not what we wanted for our valued customers. Regarding of the refund request for 1 pack of egg and 1 pack Ground Beef Roll, A request refund of $18.96 was successfully processed for the order.  Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. An email will be received with the final details once the refund is fully processed. 
  
  
  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: 06/30/2025

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

• Initial Complaint

  Date:06/28/2025

  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 am writing to demand the immediate cancellation of the Kroger Boost membership that was initiated without my consent & has been impossible to terminate through both your website & your so-called “customer service”.
  
  11 months ago, I had been enrolled in Kroger Boost despite never signing up. When I called your customer service line to cancel, I was subjected to over an hour of circular, deliberately obstructive behavior. Your representative pretended not to understand me, refused to escalate the issue to management, and spoke in vague, evasive terms that served no purpose other than to waste time and exhaust the customer.
  
  I stated during the call that I am disabled & severely ill, and that the stress of this ordeal was severely affecting my health, I begged him to just cancel my membership, but he wouldn’t. The agent showed no empathy, no accountability, and no willingness to help.
  
  I was forced to keep a membership I never agreed to bc your phone system is a dead-end and your online cancellation function has been nonfunctional. This is unethical & raises serious legal concerns around consumer fraud.
  
  Now, 1 yr later, I am AGAIN trying to cancel this membership. Surprise—your “cancel” button still doesn’t work. This is a pattern of obstruction, and I expect immediate resolution of the cancellation of this Kroger Boost membership.
  
  Send me written confirmation that it has been cancelled.
  
  I highly doubt it will ever need to be escalated if just ONE person does their job of completing an extremely menial task, but if this is not resolved, I will be filing formal complaints w/ the Better Business Bureau, the ******* ***** **********, & my state’s Attorney General’s office.
  
  I expect to hear from a manager or corporate-level representative—not another customer service agent with no authority or ability to resolve the issue.

  Business Response

  Date: 07/01/2025

    
  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize for the inconvenience and frustration caused by the nonfunctional online cancellation feature.
  
  Upon further review, we can confirm that customer Boost membership was successfully cancelled in our system on June 30, 2025 at 08:08:25 AM. We understand that the issue may have caused unnecessary concern, and we are truly sorry for the distress it brought.
  
  Please know that we are actively working to improve the reliability of our online tools to better serve our customers to ensure we are serving our customers 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

• Initial Complaint

  Date:06/28/2025

  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.

  Yesterday 6/27/25 I went to pick up a prescription for a friend..5 days previously it was not covered by medicare until the 26th so he was told to wait because it was not due yet until after 26th. On 27th went to pick it up and still no coverage. It was declined by the person I was picking up for. I went ahead to pick up my own prescription (3) paid and moved one car out to check meds and discovered he had put my friends lancets on my card which he did not want if Medicare did not pay. He is on a very limited income. I drove back through the line immediately and Kroger would not correct the mistake. If he had wanted to pay that high price he would have taken them on prior visit. The Pharmacist said it is state law that nothing can be returned even though it is not a med. Check your purchase before you leave the window and amount charged. Got stuck with around $44.00 with them saying the doctor did not put a special code on the prescription. Why did they not call the doctor.??? They shoved it off on me... Nothing was said first time to pick it up about a code....just wait until due on the 26th. It was not until I was holding up their line did they call and find a code issue on the prescription after the fact that it was charged to my card and my protest. My friend was not called and told about this issue only that it was again ready for pickup. He does not drive and not feeling well on the 27th so I was helping him. This is wrong! I did not have time to tamper with the product as they stated. I drove immediately back through the lineup. I do not use the product. It is not a medicine. It was declined by him around the 20th when Kroger called and said it was ready due to amount not covered.. but Kroger Pharmacy never looked into the issue of why Medicare did not pay their share until I drove back through the line disputing the charge on my card with my own pickup purchases. This is WRONG!

  Business Response

  Date: 06/29/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We sincerely apologize for the inconvenience, customer experience at our pharmacy, particularly regarding the issue with Medicare coverage not being addressed.
  
  To help us properly investigate and escalate customer concern to the internal management team, may we kindly request for more information—specifically, the exact location of the Kroger pharmacy customer visited? This will allow us to address the issue directly with the store involved and ensure that the appropriate follow-up is made.
  
  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. Thank you  for patience and understanding, and we are committed to making this right. We look forward to hearing from you soon.
  
  Regards,
  Kroger

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the ******* **** Kroger pharmacy location to pick up medication for my grandmother. I myself am physically disabled. I walked up to the outdoor pharmacy and arrived to the window at 12:52pm on June 25, 2025 someone had then walked up to the window opened there metal thing where your put form of payment and receive your medicine though had opened slightly as and someone else shuts the blind starting they are closed. I had to run in do to this medicine being for insulin for my grandmother. Once I had ran inside I felt light headed and dizzy I have a history of passing out and with that comes bouts of frustration but would not of happened if they did not so rudely shut the blind outside. I asked once inside if the pharmacy was open they stated yes. But also stated they close the outside window at 11:55 and they was training someone. After discussing of how to file a formal complaint I was informed there was no manager in this week for the pharmacy and I would need to return next week to speak to a manager. But yet no other way to file a formal complaint. Witch I find problematic when the pharmacy almost caused me to have an avoidable medical accident and has caused me now mutiple days of bed rest.

  Business Response

  Date: 06/29/2025

  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 inconvenience and confusion caused when pharmacy store blinds closed, giving the impression that the store was not open. We understand how frustrating and disappointing this must have been, especially when customer needed our services. This does not reflect the level of customer care and transparency we strive to maintain.
  
  We want to assured customer that we have forwarded the concern to our internal management team for proper review and corrective action. We are committed to addressing this issue and ensuring it does not happen again.
  
  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: 07/08/2025

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

  
  

  
  

  I am messaging regarding a complaint ID********. I apologize for not being able to reply sooner due to my disability’s. I am emailing to inform you I am I fact not satisfied with the solution nor did the Kroger company of ******* **** address the true issue in the complaint filed with the BBB. I was in-front of the pickup window of The Kroger Company Pharmacy of *******, ****. As I was standing in front of the pickup window of The Kroger Company Pharmacy of *******, **** an employee had opened the pharmacy metal push out drawer though pick up as if the pickup window of The Kroger Company Pharmacy of ******* **** as the second employee of The Kroger Company Pharmacy of *******, **** Pulled the current down in-front of my face. I am disabled and my grandmother had one dose left of her insulin and was to pick up her medication from The Kroger Company Pharmacy of *******, ****. Where this medication is a life and death type of medication. I chose to run in and was told they was still open for a few minutes, yet window was shut in front of a customer face while the continued to be open. I personally believe The Kroger Company Pharmacy of *******, **** should review policies as well as look into potential training for customer service. Again, I do apologize for a late reply. 
  

  
  

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

  Business Response

  Date: 07/08/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We would like to inform customer that we have received an internal update from our District Manager. As per his communication, the District Pharmacy Coordinator has been informed and will be reaching out to customer directly.
  
  Please be assured that the appropriate steps are being taken to address the matter, and the necessary actions will follow accordingly.
  
  We truly value customer feedback and appreciate the patience as we work to resolve this issue. We look forward to serving customer better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 07/09/2025

  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:06/27/2025

  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 been filling all of my prescriptions at Fred Meyer for 9 years, filling the same 2 pain meds as well every 28 days w/out issue. My rx insurance requires me to fill at *** only, no matter what and also do not cover either med. So, I pay cash/use ********** for 9 years now - same 2 meds, doses, qty, etc. On 6/26/25, one was due for refill, day 28 of 28. I was told I could no longer fill it there bc I have insurance, even though this has been discussed and noted prior. The rph told me it was a "red flag" to pay cash. I asked her to check the PMP and my profile and she would be able to clear that red flag. A red flag just means the rph needs to assess and resolve the flag, it does not mean auto-decline the rx for good. I like Fred Meyer and work for *** and do not like to fill there, nor fill where I work. My 2 pain meds are only $60/month on **********, so it is worth it for me to fill there. This time, I was made to wait 2.5 hrs to pick it up and had to beg for them to fill it the one last time so I do not run out. I asked the rph why it was $88 this time instead of $20-35 and she walked away and left the pharm tech there holding the bag. She also told me 2 days prior that I am a pharmacist, so figure it out, and that I should have "resources?" No, I am just a regular patient picking up my meds like everyone else. Yes, I am a pharmacist working in pharmacy 28 years, but I don't have any hand in the process of filling my meds. This was horrible customer service and patient care. I was told that I can pay cash for all my other meds. Why am I allowed to pay cash for all meds, but not for controlled meds? Yes, they are controlled, but once you clear the red flag and the patient has a pristine profile for years, why suddenly refuse? I did NOTHING wrong here and really do not want to move to another pharmacy. Please explain to me how I can continue to fill my meds at Fred Meyer, ****** **. Also, if declining to fill, no need to be rude about it.

  Business Response

  Date: 06/27/2025

  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’re truly sorry to hear about the challenges you faced while attempting to fill your prescription at our Fred Meyer location in ******. We understand how upsetting it must be to encounter unexpected delays, especially when you’ve maintained a consistent and compliant history with our pharmacy for many years. Your feedback regarding the interaction with our staff and the confusion around payment and pricing has been heard, and we take your concerns seriously.
  
  Please know that we are currently reviewing the situation thoroughly with our pharmacy leadership and store teams. Our goal is to ensure clarity around policy, consistency in service, and—most importantly—that all customers are treated with courtesy, professionalism, and respect.
  
  We value your long-standing relationship with Fred Meyer, and we want to do everything we can to address your concerns appropriately. A member of our team will follow up with you once we’ve completed our internal review.
  
  Thank you again for your patience and for being a valued customer.
  
  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