Business Profile

Grocery Store

The Kroger Company

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Complaints

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

Customer Complaints Summary

1,600 total complaints in the last 3 years.
546 complaints closed in the last 12 months.

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

Initial Complaint
Date:04/28/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved to *** from ** in 2020. When I opened a Kroger card it would not take my digital clipped coupons and I was told that somehow their system was mixing my card up with my Harris Teeter card from **. A mgr. At ******** *** thought she'd fixed it but somehow she attached my phone # to 1 Kroger card & my email to another. So every time I shopped they had to manually add my dig coupons bcause when I log into the coupons w/my email they are not attached to my phone, which is what I input at the register. I moved downtown & started going to *****. I tried at least 10 times to have it corrected, only to receive THE POOREST CUSTOMER SERVICE IMAGINABLE!! Bcause of this I stopped shopping at Kroger in 2022! In Jan of 2025 I decided to give ya'll a try again and it's been a NIGHTMARE!!! I had the issue happen at ****** **., only to have some hoodrat act like she could not help! I called cust. Service TWICE but got a foreigner who could not understand enough english to help!! Today at the 1 on *****. I had 2 bottles of laundry detergent & went to cust serv bcause I already knew it would be a problem at the register. An older, fat woman named MONICA was literally the RUDEST, MOST UNPROFESSIONAL PERSON I'VE EVER MET!!! I EXPLAINED THE ISSUE, she huffed & puffed that she had to lift her fat self off the counter she was leaning on to go to the computer. She kept cutting me off, only to have to ask me EXACTLY what I'd already explained MULTIPLE TIMES! She ignored me trying to show her on my phone, only to have to ask me AGAIN for the info!! After claiming she added my # to the correct card I told her to ring up the detergent just in case. She did it sucking her teeth & when it did not add the coupon she refused to fix it! I told her to get a mgr & she said I could just not shop there. I left my WHOLE CART & walked away but she made nasty comments! I came back 2 get her name & she yelled it & told me to make sure I spelled it right!
Customer Answer
Date: 04/29/2025
Here is the card number attached to my email. This one has the wrong phone number. I do not have the card number attached to my actual phone number, which is ###-###-####..

This happened at the ***** ****** location. I have had other TERRIBLE incidents there as well that prompted me to stop shopping with Kroger a few years ago!!!
Business Response
Date: 04/30/2025
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 greatly appreciate you taking the time to share your feedback. Please accept our sincere apologies for the frustration and inconvenience you’ve experienced with your Kroger card and digital coupons. We deeply regret that multiple attempts to resolve this issue have fallen short, and we fully acknowledge the impact this has had on your shopping experience. This is certainly not the level of service we aim to provide for our valued customers.

To resolve the discrepancies between your phone number and email on your Kroger card, we would like to work with you directly. Please contact our customer service team at ###-###-####, available Monday through Friday, 7 AM to 4 PM PST. A dedicated representative will assist you in updating your account to ensure everything is correctly aligned.

Customer service is of the utmost importance to us, and we are truly sorry that your experience did not meet the high standards we strive to uphold. Your comments regarding the treatment you received have been noted, and we are addressing them internally to ensure such issues do not occur again in the future.

Your feedback and loyalty as a Kroger customer are incredibly important to us, and it is our priority to restore your trust in our services. Rest assured that your comments have been shared with our internal management teams, allowing us to evaluate, address, and implement the necessary improvements to ensure our programs work seamlessly for all customers.

Thank you for giving us the opportunity to make things right. We welcome your feedback and remain committed to ensuring your satisfaction.

Regards,

Kroger Co
Customer Answer
Date: 04/30/2025
Better Business Bureau:

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

Kroger has NOT attempted to or reached out to me AT ALL! And, I REJECT their request through you that I contact them. As I stated in my complaint, I HAVE MADE MULTIPLE ATTEMPTS TO CONTACT THEIR CUSTOMER SERVICE, ONLY TO GET A FOREIGN REP WHO DID NOT SPEAK ENOUGH ENGLISH TO RECTIFY THE SITUATION! In addition, I have been met with the WORST hostility and COMPLETE DISRESPECT in their stores, (except at ******** ***) EVERY TIME I HAVE TRIED TO GET A RESOLUTION THERE! I will not be reaching out to Kroger! THIS COMPLAINT WILL NOT BE RESOLVED UNTIL A KROGER, STATE SIDE REP REACHES OUT TO ME TO: 1. resolve my card issue, 2. Offer me compensation for the deplorable treated I've received as well as the MULTIPLE DISCOUNTS I've missed due to their negligence, and 3. Give me a verbal apology from Monica, the TERRIBLE ASSOCIATE at ***** ******!!!

Regards,

***** *****

Business Response
Date: 05/06/2025
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. On our end we have located two plus card numbers that are not linked together. For the provided Alt ID, **********, this contains the purchases with the recent being on 4/20/2025. For the email ID, we are able to locate clipped promotional coupons, with the recent being on April 28, 2025. Further checking, these two accounts are not linked together which produces the issue. For any account update, information has to be verified first. Please provide your alt ID and the email ID you use to clip the coupons to the Contact Center team. This enables them to quickly locate your two accounts which can be linked or updated after verification.

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

Regards,
Kroger Co
Initial Complaint
Date:04/26/2025
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 sales on products. I was in one of the local Kroger stores shopping. I got a rain check for a product that was on sale. Since then, I have gone on Kroger's website, on my account, to see when the product would be in stock so that I could use my rain check. I found out that this product is only available by pick-up or delivery, not by shopping in-store! I did not know that, nor was I informed that. As I looked through the Kroger website, I noticed that this was the case on many items that I buy at Kroger. I prefer to shop in-store. I enjoy in-store shopping experience, and seeing what is on the shelves and what is available and what is on sale. I like to do my own shopping. In many Kroger stores I can stop and sit down and have coffee or a bite to eat. However, I feel discriminated against in that I can only purchase certain products at Kroger if I use pick-up or delivery, and both are out of the question for me. (I did use ********* years ago and had a bad experience with them, as did my neighbor also. Neither one of us would ever use ********* again. Unfortunately, Kroger uses *********.) I want to know how I can use my rain check that Kroger gave me when the advertised product was not on the shelf. The Kroger employee wrote "90 days" on the rain check so I have till the beginning of June to use the rain check. She did not tell me that I had to use pick-up or delivery to purchase the product. (Kroger rain checks used to not have expiration dates, but this is one of the new "things" at Kroger that limit their customers. I know as I used to faithfully shop exclusively at Kroger and was there several times a week every week. I got coupons mailed to me and the Kroger magazine.) If I can't use pick-up or delivery, and the product is not available to those who shop in-store(!), how am I able to use the rain check? And I am sorry that I can't shop at Kroger in-store anymore as I did enjoy it and was able to get many of my favorite products at Kroger.
Business Response
Date: 04/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincere apologies for the inconvenience you experience when attempting to use the raincheck but the advertised product was not available on our shelves at the store. We understand how frustrating this must have been and we regret any disappointment caused.

Please know that due to high demand, some types of products currently have quantity restrictions. The website does not necessarily reflect current stock in the store. If an item appears on the banner site or mobile app, this does not mean the store has this item in stock. While we strive to maintain accurate inventory counts, certain items may become unavailable due to fluctuating stock levels. This means that the item is not available at all locations that we offer. You can also stop by the Customer Service Desk if you’d like to set up a special order for items that we don’t carry or unavailable.

For using raincheck it is valid for any ad or sale-tagged item unless the ad states otherwise. Statements such as "while supplies last" or "selection varies by store and is limited to stock on hand" make the sale/coupon invalid for rain checks. All stores will accept a valid rain check from any store or division.

To assist us in resolving this matter promptly, could you please provide us with more information such as:
1. Exact store location where in the item is not available
2. Name and the UPC of the item that is not available
3. Is there was a tag/space on the shelf for that item.

Thank you for taking the time to share your concerns with us. We appreciate you understanding. and we look forward to hearing from you soon

Regards,
Kroger
Customer Answer
Date: 05/01/2025
The matter has not been resolved yet. Kroger states they need more information from me.

Business Response
Date: 05/01/2025
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. Please accept our sincerest apologies for your experience.

Please be informed that you can check the availability of the item, including the Nature Peanut Butter Cookies, at any time by logging into your online account through the website www.kroger.com or using the mobile app. Simply search for the product by entering its specific name in the search bar at the top of the page. This will allow you to see if the product is available through any of our shopping options (in-store, pickup, delivery, or marketplace). Keep in mind that if the item shows as “available” for in-store purchase, it does not necessarily mean the store has it in stock, but rather that it is available for purchase if it's in stock.

You’re always welcome to visit the customer service desk at your local store and ask about the product you’re looking for. They value customer feedback, especially from the store manager. If the item isn’t available in-store, you can also try contacting other nearby stores to check their stock. Additionally, you can request or suggest that we carry the product on our Vitacost site by visiting ********************************.

Lastly, here are the Raincheck Redemption Guidelines to keep in mind:
- All stores will accept a valid rain check from any store or division.
- Rain checks are single-use and cannot be returned to the customer.
- The price override key should be used to process the rain check.
- Rain checks must be kept at the store level with weekly paperwork.
- All coupon limits must be followed when redeeming a rain check.

We truly apologize to the customer for any inconvenience this may have caused. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.
Customer Answer
Date: 05/05/2025
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 went into the ****** ********** **** store here in ********** ** on Thursday, May 1, 2025 to resolve this issue. I had a very negative experience with the Customer Service agent, "Kinsay," as well as the assistant manager, "Josh." I am asking the BBB to forward this information with my filed complaint.

With the rain check that I had for the product, there were only three boxes on the shelf. The rain check did state that I could get five. Both Kinsay and Josh said that I had to buy five. I said that I had my receipt that showed that I had purchased many "But Five and Save" items so I was already "covered" for the sale price. That did not matter to Josh. And, I have been shopping at Kroger for 12 1/2 years (my former Kroger customer number was *********** *), and never was told with a rain check that I had to buy the full amount that was offered on the rain check. Josh and Kinsay were not nice about it. So, I did not purchase the products.
Then, I had another problem. I had four jars of ***** ********** *****" that the lids seemed to be glued shut. Nothing we did at home would open them. I explained this to Kinsay and Josh. I was told that since I had purchased them the beginning of March, and this is the beginning of May, that I could not return them. They both adamantly told me that Kroger's return policy is within two weeks! Not true and why do they both not know that that is not true?! If you ****** Kroger's return policy, it clearly states one month, but the customer service person, Kinsay, and the assistant manager, Josh, both did not know that! Wow. Another issue is that no where on the receipt does it state the return policy. I think by law, it should. I said that to Josh and he said that "the Kroger return policy is two weeks," as if it is common knowledge out there in the world today that everyone knows.

But the issue was not the return-by-date, the issue was four defective products that were no good. Josh said that I could exchange them for the same product, but I said that I did not want to do business, purchase their products (**** ********), again. I had contacted the company about these four jars and they never responded. And, I would not want to run back and forth to the store with glued-shut lids on their products (before the expiration dates). So, I could not return them.
There was a third unpleasant issue. I had just picked up my "pick up" order at the front of Kroger. I was so upset over the way that I had been treated, very ugly towards me, a customer, that I decided to return my items that I had just picked up at my "pick up." On my online Kroger account that I showed her in my cell phone, Kinsay kept misreading the receipt for the pick up and was not going to refund me what I had paid. She also kept saying that I had a different product, but it was the same one on sale. So, another assistant manager was called over, "DJ." DJ told Kinsay it was the same product, not a substitution. I brought up my online bank checking account to show DJ that I was charged $16.98 for the pick up that day. DJ said that they could not go by that because it was a pending charge to my account and could change by tomorrow. So, I thought to look in my email to see if my receipt from the pick up was sent to me. Neither Kinsay nor DJ thought of that, and the way things were going, I wasn't going to get refunded properly for my returns. Kinsay wanted to refund me about $7.00. So, I brought up my receipt for my pick up from my email account, and there it was. I was charged $16.98. I hope that was refunded correctly to my bank account.
I then went to a different Kroger store in *********, on ***** ****. At the Customer Service desk, I was immediately refunded for the four jars of ***** ******** Salsa" and I was told that they would send them back to the company. Why didn't the Kroger ********** store, Josh and Kinsay, do that?! Wow. Then, at the Kroger store on ***** ****, I was able to use my rain check and purchased three items instead of five. My receipt showed that I had purchased other "Buy Five and Save" items, so there was no problem. Why didn't Josh and Kinsay do that?! Wow.
I told the Kroger ********** store that I will never do business with them again. I put back all the items in my cart that I was going to purchase in the store. I returned my pick up items as stated. Josh and Kinsay, in my opinion, acted very hateful and mean towards me, and would not help me at all. I feel sorry for both of them if this is the way that they choose to conduct themselves in their lives. In store grocery shopping is one of my pleasures in life, but it will never happen again at the Kroger ********** store. (I had bought some hot food while I was there, but returned it to the hot foods deli when I returned all the items in my cart before purchasing them in the check out.)
Outcome: To be properly refunded the $16.98 back to my checking account. And, that Kroger would make corrections to Kinsay and Josh.

Sincerely,
***** ******

Business Response
Date: 05/06/2025
Response to BBB:

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. Please accept our sincerest apologies for your experience.

I was sorry to read about the negative experience with Kinsay And Josh at our Kroger store located at **** ***** **. I have shared your comments with the Store Management team. I'm confident that the appropriate conversations will take place to ensure a pleasant shopping experience in the future. Please know our Store Manager is always open to direct feedback. It is important to the Manager to speak personally to our customers about areas that need improvement as well as our successes.

Please note that this process may take some time, as we want to ensure we are implementing best practices to ensure all programs work properly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions. We sincerely apologize for any inconvenience this may have caused. We are continuously striving to improve our customer experience, and your feedback is invaluable in helping us serve you to the best of our ability.

Regards,
Kroger Co.
Customer Answer
Date: 05/12/2025
Better Business Bureau:

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

Thank you so much for your help. There has been no response from Kroger. I am writing a letter of complaint to Kroger's corporate office in Cincinnati, OH. I was refunded correctly for the return of my pick-up purchases. However, because there was a problem returning the defective product and I had to go to a different Kroger store to return them, I will write to Kroger corporate. The other Kroger store recognized the problem of the jars being defective and the need to return them to the business, which they said that they would do. It was not at all about me not being able to open the jars. I had others try to open them, even a strong young man, and no one could open them. I will never purchase that product again.

Sincerely,

Regards,

***** ******

Business Response
Date: 05/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

I am sorry for all the inconvenience you have experienced. We really want this issue to be resolved as soon as possible. Your previous complaint was forwarded already with the store management, and we ask for more patience on this.

We know that we cannot monitor all the item we sell in-store, the reason why your feedback is very helpful for us. We were able to correct our employees and also the quality of items we sell in-store. We hope that you can give us another chance on this.

We sincerely apologize for any inconvenience this may have caused. We are continuously striving to improve our customer experience, and your feedback is invaluable in helping us serve you to the best of our ability.

Regards,
Kroger Co.
Initial Complaint
Date:04/26/2025
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.
We applied to become a supplier to Kroger. Their website pointed to **********.

And ********** demands $2144 be paid.

It is highly unprofessional and unethical to ask to bribe to become supplier of Kroger.

We have never ever seen any other retailer demanding money to become their supplier.

It is against Fair Market practice.

Please contact Kroger that supplier/vendors should not be subject to such payment making schemes.
Business Response
Date: 04/26/2025
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. Please accept our sincerest apologies for your experience.

Please be advised that in order to market your product or service in our stores, you'll need to visit and register at www.thekrogerco.com/vendors-suppliers/become-a-supplier. The website contains all the necessary information for the registration process.
• Go to www.thekrogerco.com
• Click on "Become a Supplier" (located at the bottom right under Vendors & Suppliers)
• Follow the steps for Self-Registration

If you have any questions or encounter issues on the website, please contact ###-###-####.

We truly apologize to the customer for any inconvenience this may have caused. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.
Initial Complaint
Date:04/25/2025
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.
On 4/23/25 I went to my local Krogers grocery store to do my weekly shopping. Before arriving at the store I had prepared my list of purchases I was planning on making. As a rewards loyalty customer, I also prepared by selecting my digital coupons and cash back offers before hand as to get credit once I checked out with cashier. On this trip my purchase total was for $214.29 in which I earned $57.50 Cash Back rewards. A few days later I was notified that my Cash Back Rewards total was now available for checkout, in which I had a choice to either have the cash transferred to my ****** account or have the cash applied to my Shopper's Loyalty Rewards Card (#************). Like I have done so many times throughout the year -I requested that my $57.50 cash be sent to my ****** account (*****************). However, the confirm (submit) button would not work. After several tries, I contacted the Help Desk Team at the number provided ###-###-#### and spent 36 minutes on the phone with rep who was not able to resolve the issue. I was told they escalated the issue and they would resolve issue, whatever that means. However, I am still not able to get the cash I earned to send to my ****** account due to the issue of the transfer button not working. If I would have known they were going to have problems - I would have just used the digital coupons for all these purchases - as they are actually manufacturer's coupons that Kroger is sending in for redemption (like a consumer using physical coupons) - but instead of using coupons - I opted to use Cash Back method instead. I did my part by purchasing the specific products to earn the Cash Back of $57.50. I am sending you a screen shot showing that my account said I earned the $57.50 and ready for checkout to be transferred to my Pay Pal account or Shoppers Loyalty Rewards card; but the system is not working allowing me to receive what I have rightfully earned.
Business Response
Date: 05/03/2025
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. Please accept our sincerest apologies for your experience.

Upon reviewing the system, it has been confirmed that the customer successfully cashed out the amount of $57.50 to their ****** account on April 25, 2025 at 5:42 PM EDT.

There was a known issue that recently affected cashback transactions; however, this issue has now been resolved.

Your comments have provided us the opportunity to evaluate, address and correct this matter. Should the customer have any further questions or concerns, we would be happy to assist.

Regards,

Kroger Co.
Customer Answer
Date: 05/04/2025
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. Yes, indeed the issue has been resolved and I have been able to transfer the cash back earnings of $57.50 to my ****** account! Thank you for your time and efforts on my behalf in making sure this issue was resolved!

Cordially,

******* *******
Initial Complaint
Date:04/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased and received $25.24 in fuel with a chip read at the pump from Kroger today. Kroger withdrew the total balance of funds from this card in the amount of $92.52. I understand that an institution will at times place a “Hold” on funds for a time, but a clearing of my account to cover such a low amount? I spoke with the cashier, then with customer service, and they both said “They always withdraw more than the amount but it is back within 24 hours.” This was the second purchase for fuel with this card at this location. I have never had funds from ANY card overdrawn as a matter of an AUTOMATED BUSINESS practice… at any location. Why was this possible, and Where did my funds go? This is NOT how a HOLD works. “Because that’s what they do” is not displayed on the fuel center literature explaining a hold and is unacceptable. I would like this remedied.
Business Response
Date: 04/26/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize to customer for any inconvenience caused by the temporary hold placed on the account during fuel purchase.

Please know that Kroger is required by credit/debit card companies (****, **********, etc.) to do a pre-authorization amount for fuel purchases. They send us guidance on what those pre-authorization amounts should be – typically between $75-$150. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction. Some banks release right away; others do not. We would prefer that they release the hold right away. Currently in multiple states, we have a pre-authorization for debit cards at fuel pumps for $125. We base that on the price of fuel, taking into account how it can fluctuate. Kroger Fuel Centers serve individual customers, in addition to commercial businesses/trucks, which can take a lot more to fuel than your standard vehicle. We continuously evaluate pre-authorization amounts and will adjust when needed.

Please be advised that it may take 3-5 business days for the hold to be released, depending on customer's bank’s processing times. If the hold has not been removed after this period, we kindly recommend customers contacting their bank directly to request that the hold be released.

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: 05/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons
It was not a hold was a withdraw were my account was $0 balance. I noticed that when I went to buy groceries and my card was rejected for insufficient funds.

Regards,

****** ***

Business Response
Date: 05/17/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per previous response, we can only see on our end that the transaction was only charged for $25.24. However, if the customer says that they are seeing a different amount on their account, we suggest calling our Kroger Customer Relations Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm, as we have limited information to confirm the charges on our end.

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: 05/19/2025
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:04/23/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Kroger on April 15, 2025, and purchased several items, including ********* peppermint patties. After arriving home and observing the item, I realized it was hot chocolate and not candy. I took it back to the store on April 17, 2025, and spoke with Aja at the front counter. Aja said, "I made the same mistake. I thought it was candy. I cannot issue a refund without management approval." Aja came back and said Alisha said not to issue a refund.
I asked to speak to her. I waited approximately five minutes before she came to speak with me. Alisha said," We do not take items back purchased at a discount price." I replied, "I was not aware of that policy. How would a customer know if there was no sign attached to the basket stating that policy? Ms. Alisha said the policy is online, and you can read it there. I said if you are in the store shopping you are not going to look up your return policy. Logically thinking, if you have your receipt and the product is unopened, you should be able to return it. Alisha said, "I am not giving you a refund." I asked to speak with the assistant store manager, and she said Vincent was not there. You can come back tomorrow and speak with the store manager, Ben.
I feel I was not treated as a valuable customer. Alicia could have issued a refund but instead caused unnecessary stress. She probably thought I would just throw away the item and that would be a net gain for the company. If Kroger is going to have a policy of no returns on reduced items, a sign should be attached or posted near the reduced items.
Business Response
Date: 04/30/2025
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 have shared the issue with the store team for them to conduct their review regarding the issue as well. We have added $5 credits for the item to the customer's shopper card ending in **** that is ready for them to use. Added credits are seen on your account under "Account Credits" section.

How to redeem:
Credits can be used to buy 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. Store credits cannot be used to cover tax on purchases.
Credits do not expire
Partial credits can be used if the customer has at least ONE eligible item in their basket.
Customer's in-store receipts will show any remaining balance left when checking out.

In-Store and ********* Delivery Orders
Credits can be redeemed at any checkout (manned by a cashier or self-checkout).

For *********, the customer will need to message the shopper and let them know they would like to use their credit on the order.
The cashier will receive a prompt and ask the customer or ********* shopper if they would like to redeem/use the credit. The customer/shopper must agree to use the credit to redeem the credit on the order.
If the customer/********* shopper is using a self-checkout, they will see a prompt asking them if they want to use the credit.
Pickup Order, Kroger Delivery Orders and Boost Memberships
Credits will redeem during the online checkout process.

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: 05/05/2025
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:04/21/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did not receive the correct amount of change after completing my transaction on March 14, 2025 at Kroger in ******** *****. I used cash (hundred dollar bill) to pay for my transaction. The total was an even $18 and the machine only gave me $60. I told the self check-out attendant about this and she asked me if I received a slip to take to customer service, and I didnt. The customer service attendant told me that she couldn't help me because the accountant wasn't in at the time. She told me that someone would be calling me about this and no one has. I reached out to someone a week later (the same woman I spoke with at customer service) and she told me that someone should've called me but she had no more information. I just ultimately think that this is so disheartening and unprofessional. If I were to steal $12, I'm sure that Kroger would have no issue making sure that I made it right in some way shape or form, meanwhile nobody cares that their machine has taken $12 from me. I am asking to please check the machine (I was on self check out #7), logs, camera, and even ask the attendant so that this can be resolved and I receive my proper amount in change.

Here are the details for your reference:

Store Location: Kroger **** ******* * **** ******** ***** **** ******** ******** *****

Date and Time of Visit: March 14, 2025 around 10-11am

Amount of Change Missing: $12.00

Payment Method: cash

Transaction or Receipt Number: attendant asked me to leave my name and number. I did so on my receipt that she gave to the accountant.

I’d be happy to provide any additional information or documentation needed to help resolve this.

Thank you for your attention to this matter.

I have contacted Kroger customer care as well as calling Kroger **** ******* location to no avail.
Business Response
Date: 04/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddened with the experience you had in-store. Please know that this issue will be taken care of by the proper department. This is not the experience we want our customer to have.

Rest assured customer feedback and experience has forwarded to internal management team. We will be taking appropriate and immediate resolution on this complain. We are continually working to improve the experience for our customers to ensure we are serving them to the best of our ability. Your feedback is highly valued as our customers, and this will help us to do better with our services.

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: 04/21/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

****** ******
Initial Complaint
Date:04/18/2025
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.
April 18th 2025 at 9:45 pm I went to check out at Kroger in ******* **. I had seen the current ad that 12 packs of soda were Buy 2 Get 3 free so of course I put 5 in my cart. There were signs posted throughout the store that soda was Buy 2 get 2 free. I assumed they were old signs that hadn’t been replaced yet as that happens quite frequently here. While at checkout I proceeded to ask the associate Abby about the discrepancy. She proceeded to state that the ad was false and all the soda was ringing up as Buy 2 Get 2 Free. I proceeded to show her the ad as it clearly stated the 3 free. At this point it was about the principle of the matter rather than the free soda. She proceeded to stand there staring at me like I was ignorant. It was close to closing time so I just left the third pack of soda there at the register. This is clearly false advertisement and lack of training for their associates in how to handle matters of this sort. If it’s in the ad that is sent to I’m assuming thousands of people by the corporation then it is clearly the sale that should be taking place. Why post a sale to get more customers to buy your products if they indeed can not participate fully in the deals offered. I am a loyal customer to this business and spend tons of money here throughout the year, on this trip alone I spent $200.98.
Business Response
Date: 04/21/2025
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.

We apologize for the experience the customer had on their most recent visit from the store. We are working hard to provide good service to our valued customers. As per checking, we can confirm that for weekly ad April 16- April 18, 2025, there is a weekly deal for Buy 2 get 3 for free in sodas. 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.

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. As courtesy, $10 will be added on the customer's account ending in 0048. Below are the ways on how to use it.

•Kroger Delivery- Automatically applies in the order.
•********* Delivery- Add a special instruction that you want to use your credits.
•Pick up order- Automatically applies in the order.
•In store- Scan your card or enter your ALT ID and the credits will apply on your purchase

Regards,

Kroger Co.

Customer Answer
Date: 04/21/2025
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:04/18/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have placed an order number ******************* on 4/10/25 and numerous things were missing as seems to be the norm whenever you order from Instacart or Kroger I don’t see how it’s my fault their employee theft. I didn’t hire their employee. They hired him or her so why do I have to take the loss when the employee steals so I was missing multiple items that I need as I am a single mother with 4 kids and no help so every dollar is accounted for. I contacted them about the situation. I was told they aren’t doing nothing about it so basically it’s my fault that their employee stole. Case number is ********
Business Response
Date: 04/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the cases recorder for the customer's order *******************, it appears that the concern for missing items was first raised on April 11, 2025, wherein a refund request was requested for review. As per case number ********, it shows that an email was sent to email address ********************* that the refund has been denied.

We noticed that the customer has had multiple issues with their online orders lately related to not receiving all the items ordered. With research we found the package weights are consistent with the carrier tracking/delivery statistics. While we appreciate their business, at this time we will no longer approve these refund requests.

Regards,

Kroger Co.
Customer Answer
Date: 04/20/2025
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.

Regardless of weights of packages the driver can take what they want out after things leave the store don’t act like it don’t happen kinda funny how Publix delivery never has this problem only Kroger delivery maybe you should deliver it yourself instead of having an Instacart do it? Then you would not have these problems

Regards,

******* ******
Initial Complaint
Date:04/18/2025
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 is the third time we have had problems with their deals! My wife went to Frys today and her digital deals wasn't working told the cashier and told her sorry no down load no price break! And no help) cost her and extra $26 today. I have had two issues myself . They had Avocardos on sale for $.25 each I bought 6 I down loaded the digital deals all worked but that one. I went back to the store and went to customer service. The clerk told me sorry deal was over! Told her all my others deals worked! Told me sorry! I told her give me a refund took her 20mins to figure it out. The customer behind me had the same issue. I had one more incident and same outcome. I called their corporate office and left a voicemail....No return call!
Business Response
Date: 04/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are truly sorry for the bad experience that the customer had with their store visit. We are giving our best efforts to provide good service to our valued customers. For us to review the issue and formulate a resolution, we ask for the customer to provide all the information below:

*ALT ID or loyalty card number used to record the transaction that has issues.
*Complete offer description of each sale price that failed to be applied to the transaction
*If it is from our weekly ad, kindly send a screenshot of the section of the offer.
*Items that the sale price did not apply.
*Date of transaction.
*Total amount of the transaction.

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

Regards,

Kroger Co.

Customer Answer
Date: 04/21/2025
It was a ham, grapes, strawberries...My wife said her card wasn't working ...card# ************....mine was soda and avocados...my card # ************....
Business Response
Date: 04/22/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddened with the experience you had in-store. We hope that we can assist the customer in any possible way.

We do apologize for all this inconvenience; this is not the experience we want for our customer to have. We will make sure this concern will be addressed and provide the proper resolution. For us to be able to proceed with it we will be needing some information that will help us to further investigate the issue with the digital coupon did not work on the transaction. Please provide us the following details:

*ALT ID or loyalty card number used to record the transaction that has issues.
*Complete offer description of each sale price that failed to be applied to the transaction
*If it is from our weekly ad, kindly send a screenshot of the section of the offer.
*Items that the sale price did not apply.
*Date of transaction.
*Total amount of the transaction.

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: 04/23/2025
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.

Case# ******** l can't find where to add my response? Kroger is asking to do too much to prove my point! I don't need a refund, but I want my digital experience reported. Many people can stand the way they run their service...actually no help from them especially in the stores. I honestly barely go to Fry's anymore.

Regards,

***** ******

Business Response
Date: 04/30/2025
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 are requesting for the details below to further check and pinpoint the cause of the issue to prevent it from reoccurring. Please provide us the following details for our analysis:

*Transaction/Order Number
*ALT ID or loyalty card number used to record the transaction that has issues.
*Complete offer description of each sale price that failed to be applied to the transaction
*If it is from our weekly ad, kindly send a screenshot of the section of the offer.
*Items that the sale price did not apply.
*Date of transaction.
*Total amount of the transaction.

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: 05/01/2025
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.

Just drop this complaint..it's too much work completing what they want I see their BBB rating is D-

Regards,

***** ******

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