Grocery Store
The Kroger CompanyThis business is NOT BBB Accredited.
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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.
- 545 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/18/2025
Type:Delivery IssuesStatus: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 8, I placed a delivery order to be delivered April 9 at 3pm. Once the order was delivered, I noticed that the 2 T Bone steaks I ordered for $12.99 each were not in the bags. But Kroger charged me $80 for the steaks. I continued to call Kroger to get my refund and first, I could not do a refund and s cond I was hung up on 5 times. I reported both my cards for fraudulent activity. Kroger tried to bill my **** twice for items I did not purchase and they took $305.13 off my EBT card which was not correct due to the $80 they charge my card. I'm still trying to get my refund back because I am disabled, can't leave my home and have no income to support myself.Business Response
Date: 04/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.
We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Upon Checking on customer delivery transaction, we verified that the extra charges on the **** card amounting to $27.10 is because of the substituted item. Customer will charge on their back up card on file if there will changes on the price when they use EBT card. Regarding of the charges on the steak. Original order of the customer is Beef Choice T-Bone Steak (1 Steak) UPC ************* which is $12.29 per piece, and they order 4 pcs of it. Unfortunately, the steak is out of stock and customer allowed substitutions on her order that the reason customer been charged for $80.20 for T-Bone Steak UPC ************* which is $14.99 per pound and per piece. the total pound of the steak is 5.35 lbs. x $14.99 = 80.20. I know this not now what customer expecting for her delivery order. I will process the refund for the substituted item which is the steak amounting to 80.20. refund may take up to 1 - 3 business days and customer will notify once the refund has been fully refunded on their account.
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: 04/22/2025
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 IssuesStatus: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 ordered groceries on January 10, 2025. They were correctly delivered. However, the person at the checkout did not close out the drawer properly and so I was charged for the next order as well. I called them immediately and requested them to reverse the on the second order. They said 5 to 10 days it would be done. It was never done. Now on April 18 they are I can no longer get the money refunded because it’s past their timeline. I find it highly unacceptable that they would charge me for someone order and not reverse the charge that was on 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. 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 kindly requesting for the details below to check the issue.
* Loyalty card number
* Order number
Regards,
Kroger CoCustomer Answer
Date: 04/28/2025
Loyalty card number: last four numbers ****
Order #: **** **** **** **** ***
Business Response
Date: 05/01/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
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. A verification will be sent to our refund team to check the status of the refund that was requested from Jan. 2025.
The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users.
We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
Regards,
Kroger Co.Initial Complaint
Date:04/17/2025
Type:Customer Service IssuesStatus: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.
Hi, I have had trouble getting in contact with Ruhaima Q**** an Hr member here in ******** about an issue that happened at the ***** ****** **** Kroger location, but when I attempt to contact anyone at the store, I am forced to be on hold for too long. Since my phone cant hold be charged for too long, I cant wait that long on calls. Ruhaima was helping me with my order issue, but she had to leave for the day, and the next person I spoke with was unhelpful. I tried other attempts to contact other people within Hr, but they refused to help me. I tried to reach out to a Kroger store manager located out of state to see if they could help me get in touch with Hr some way, and they refused to help as well. Ruhaima was nice, respectful, and did not seem to have some sort of motive. My order issue remains unresolvedBusiness Response
Date: 04/17/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.
We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We just need more information to make sure that the concern will address accordingly, can we ask the customer to provide some details below:
1. What happen to their order? is this a delivery, pick up order or store transaction?
2. Date and time of the transaction
3. Order number if possible.
4. Name of the associate and manager they spoke with who refuse to help the customer.
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: 04/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Hi, it will be easier if we are able to communicate by email so that I can better copy and paste the order and info on the member who refused to help. My email address is *********************
Regards,
***** *****
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. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.
Since customer is requesting to communicate thru email, please advise to send the information we need to properly escalate at **************** and put the case number ******** on the email.
Please advise customer to provide information to make sure that the concern will address accordingly, can we ask the customer to provide some details below:
1. What happen to their order? is this a delivery, pick up order or store transaction?
2. Date and time of the transaction
3. Order number if possible.
4. Name of the associate and manager they spoke with who refuse to help the customer.
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.Initial Complaint
Date:04/16/2025
Type:Billing IssuesStatus: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 formally report an unauthorized transaction that occurred at your Ralphs Store #****, located at ***** ******* ***** ****** ***** ** *****.
On April 11, 2025 at 7:23pm ET, a total of $182.91 was fraudulently charged to my ******* EBT card ending in **** at this location. I do not reside in ********** I'm a ******* resident and was not present in the state at the time of the transaction. This charge was made without my knowledge or consent, and I was a victim of EBT fraud.
As a result of this fraudulent activity, I have been left without food benefits for the month, causing significant hardship. I respectfully request that Ralphs initiate an investigation into this matter and issue a refund for the unauthorized amount of $182.91.
EBT Card Ending: ****
Date Occured 04/11/25Business Response
Date: 04/19/2025
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 what the customer experienced with their EBT food. We are giving our best efforts to provide good service to our valued customers. We would like to inform the customer that since this is an in-store purchase and classified as unauthorized charge, this will need to be disputed with their financial institution. We are unable to perform refund on our end since this is an unapproved charge.
We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
Regards,
Kroger Co.Initial Complaint
Date:04/16/2025
Type:Sales and Advertising IssuesStatus: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.
Today I went to my local Kroger in ********* on ******* Ave. to pick up a couple of things. One of the items was 3 ounce Peeps. I tried to purchaes 12 packages since they were supposedly on sale for 1.00 instead of 1.79 according to the sign on the shelf. They did NOT ring up at 1.00. Instead they rang up at 1.79. I brought this to the attention of the self service attendant. First she told me I needed a coupon. There are NO coupons on the website. Then she told me they were no longer on sale. I showed her the sign that said 10 for 10.00. She told me I had to buy ten. Well, I had rung up 12. She then told me that the sale had expired. If it expired, why were the 1.00 signs still up I walked out without purchasing anything. This is a total ripoff. I sent a complaint to Kroger through their website. Kroger replied, case #********, and offered a five dollar credit. This is pathetic and unacceptable.Business Response
Date: 04/16/2025
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. For proper documentation and review, can you please provide an order or transaction number? We truly wanted to resolve this issue with the customer, and we will greatly appreciate if the requested information can be provided.
Regards,
Kroger CoCustomer Answer
Date: 04/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are includedThere is no order number as I walked out without making the purchase due to lies by two members of Kroger staff.
Regards,
******* *******
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 sorry that this happened to the customer. We are working hard so that we can assist the customer accordingly. For us to review the issue, we need an order number or transaction number. If the customer had the purchase as an online pickup order, then this order number can be viewed on their online account or email address registered to our website.
We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
Regards,
Kroger Co.Initial Complaint
Date:04/14/2025
Type:Billing IssuesStatus: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.
Order date Thurs 4/3/25. order number *******************. Order was $149.01. 1st available Kroger truck was Wed. 4/9/25. They were out of a few items but instead of my charge being less, my final receipt was $198.77 which was $49.77 more. (1/3 more!) I called Kroger, they said that the prices change at midnight on Tuesday. Recently, I've noticed that we only get a truck on Wed and Thursday. So prices will always be different. There is no way to know what you will be paying. I think prices should be locked in upon initial contact with your credit card company. I am including a screen shot from my credit card company which shows a pending charge for 149.01 on the order date. It has now been changed to 198.77. With a Wednesday and Thursday delivery, the price will always change. i.e. If you order Monday, by wed it changes. Tuesday, if you place and order during the day, it changes by midnight. Pretty much every day, you could order, you will no longer be sure of what you are paying. This feels like a bait and switch. I can't imagine being on a fixed income and being surprised like this. I spent an hour with Kroger on this, counting phone time and sending them painstaking screen clips of my original receipt. I had recorded it. They were unable to take a recording. They do not save your original receipt. I'm lucky that I even have the recording. I mainly took that because I order things that seem to "disappear" . I didn't know I'd have a huge price dispute. In conclusion, once the order and delivery date is finalized, If prices will be different, they need to let someone know. 100% they should honor the price that is there when you submit your order. I've seen that it's not a final receipt but I always thought that was because many times they do not have certain items. I certainly thought that you were paying the price that is showing at time of order. I didn't expect my bill to be missing a few items and still being 1/3 more in price!Business Response
Date: 04/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for the pricing issue. We understand the importance of weekly ad sales programs that are very valuable on purchases, encouraging smart spending, and provides savings opportunities for customers and we regret that we fell short of meeting expectations in this instance.
Please know that our weekly promotions are effective Wednesday to Tuesday. Prices are estimates and may change between when they place their order and when they pay to receive it. The final price will be determined using the coupons and prices in effect on the day the order is delivered. Rest assured this concern forwarded to our internal management team to ensure that we are implementing the best practices so that all programs work correctly for our customers.
To make this right $50 credit successfully added to the loyalty account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout.
We are continually working to improve the experience for our customers to ensure we are serving to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business. 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,
KrogerCustomer Answer
Date: 04/18/2025
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. I did add a note for Kroger that I would like considered in the future. But for myself and my current issue, I accept the refund.
Regards,
***** *******Initial Complaint
Date:04/14/2025
Type:Customer Service IssuesStatus: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 formally express my dissatisfaction with a disturbing experience I had at food4less store on 4/11/2025, at approximately 10:50 PM in checkout lane 3.
The manager on duty, identified as Miranda, displayed unacceptable and unprofessional behavior from the start. When I politely asked if her lane was open, pointing at the register light, she responded dismissively and rudely with, “Can’t you see?” This tone was entirely uncalled for and set a negative tone for the interaction.
Additionally, I attempted to use a discount coupon that I have successfully used in the past. Rather than checking or seeking assistance, Miranda simply stated that I could not use it without offering any explanation or effort to process it. When I chose to take my baby formula and proceed to another register, she aggressively snatched the item from my hands, scratching me in the process. This not only caused me physical discomfort but also created a highly embarrassing and unpleasant scene in front of other customers.
I am extremely disappointed with the way I was treated and expect that such behavior, especially from a manager, is addressed seriously. No customer should be made to feel belittled or physically mistreated while shopping.
I would appreciate a prompt response outlining the steps being taken to ensure this does not happen again. Thank you for your attention to this matter.
Sincerely,
****** ****
###-###-####
4/11/2025
***** **** ***** ***** ******** ** *****Business Response
Date: 04/15/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddens us to hear that customer were subjected to rudeness from one of our manager. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.
Rest assured customer feedback and experience has forwarded to internal management team. We will be taking appropriate and corrective action with the employee involved. 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 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,
KrogerInitial Complaint
Date:04/14/2025
Type:Billing IssuesStatus: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 store has repeatedly advertised products that are never available at any of the stores. The displays show no evidence that the product was ever there and just maybe sold out. Recently they advertised Heritage Farm Boneless breast on sale, and they were not in the stores until after the sale was over. Unfortunately, they never give refund checks now and the Customer has no recourse. Additionally, they have also advertised Center Cut Pork Chops twice and they too were never available. I have attached a copy of the recent sale. This continued false advertisement of products that are never available should not keep happening. I have emailed their customer service department each time the products were not there and they have done nothing to correct the matter. Please assist.Business Response
Date: 04/14/2025
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 any confusion regarding the advertised products on our website and in-store. We understand how this may have caused frustration, and we regret that we fell short of meeting customers expectations in this instance.
Please know that item quantities are determined based on stock levels available at our stores. Product availability may not always sync immediately between online and in-store systems, leading to temporary discrepancies and unavailable items.
Rest assured 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. We are always looking to improve the experience of our customers it will helps us ensure we are serving customers the best of our ability. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.
To express our regret for any frustration or inconvenience this may have caused, $10 credit successfully added to the loyalty account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout.
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,
KrogerCustomer Answer
Date: 04/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.The same items advertised keep being unavailable and offers no recourse to receive the sale price when the item does become available. As for the Center Cut Pork Chops that are being advertised, they have never made it to any of the stores even after the sale is over. I remain dissatisfied .
Regards,
******* ******
Business Response
Date: 04/15/2025
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 treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.
We want to assure our customer that concern has already forwarded to internal management to ensure that the concerns are addressed properly and in a timely manner. We will provide customer with an update as soon as we receive further information from them
Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
Regards,
KrogerCustomer Answer
Date: 04/23/2025
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. They offered a courtesy credit as promised. The supply issue of advertised products remains ongoing.
Regards,
******* ******Initial Complaint
Date:04/12/2025
Type:Customer Service IssuesStatus: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.
Clerk falsely entered me into a shoplifting database when a self checkout register was broken, and I tried to use another one.Business Response
Date: 04/12/2025
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 only need to verify the store where the consumer made the transaction, the day, and the time in order to double check the occurrence involving the customer's name being entered into the shoplifting database. For additional help, kindly ask the customer if they get the name of the associate that entered the consumer into the database or describe the associate appearance for further checking and resolving the issue.
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.Initial Complaint
Date:04/11/2025
Type:Sales and Advertising IssuesStatus: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 primarily addresses issues with a recent promotion run by Fred Meyer which is a grocery chain subsidiary of Kroger. 2000 characters is nowhere near enough to provide the details that need to be provided so I will be attaching a .doc file as well as copies of receipts.Business Response
Date: 04/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand how frustrating it must have been not only to encounter issues with the promotion but also unable to receive accurate information and support when you reached out for assistance. This is not the standard of service we strive to provide, and we deeply regret that we let you down.
To express our regret for any frustration or inconvenience this may have caused, $30 credit successfully added to the loyalty account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout.
Please rest assured that we have escalated your feedback to our internal management team for a thorough review of both our promotional processes and our customer support protocols. We will ensure that we are implementing the best practices so that all programs work correctly for our customer. We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. Your experience has highlighted areas where we must improve, and we are committed to making the necessary changes to ensure this does not happen again.
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,
KrogerCustomer Answer
Date: 04/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please see the attachment (text below) I have submitted which further elaborates on my assessment of Kroger's response.
Regards,
**** *********I hope this is shared with Kroger…
Kroger’s response to BBB complaint ******** is comprised of two parts—their narrative regarding the issues and their offer of reimbursement.
Regarding their narrative, I find it to be largely disappointing. I have challenged Kroger’s subpar customer service and technology repeatedly since moving into their market area in 2016. Merely complaining through their established channels has shown itself to be a waste of time. Instead of improvement, the experience has continued to deteriorate. This latest issue concerning being shorted by significant amounts on both fuel points and the Bonus Rewards promotion was the last straw, necessitating my outreach to the Better Business Bureau for the first time. Gone undetected, I would have been out over $40! As a senior citizen living on a fixed income, that is not insignificant. Further, as I pointed out in my complaint, it seems highly unlikely that I was the only customer negatively impacted. Imagine the cost to customers (not to mention the savings to Kroger’s bottom line) that would result from these errors occurring over a much larger population of customers. I get that nothing is perfect and mistakes will happen. But Kroger’s preparations for this particular promotion were obviously seriously flawed—both their technology and their people failed spectacularly. When contacted, no one reacted with any sense of urgency. I ended up doing all the work for them!!
Their narrative contains a lot of nice words but, coming from a company with their recent multi-year track record, it offers nothing in the way of meaningful reassurances. As I stated earlier, nothing gets better with them. Obviously, it ultimately falls to me to decide—keep shopping with Kroger or take my business elsewhere. Kroger is the most convenient store in my area, but convenience only goes so far. I have hoped that Kroger would up its game so that I could get the service its customers deserve while retaining the convenience aspect of shopping there. It’s looking increasingly like that is not going to be possible. If Kroger is serious about improving its performance with respect to the issues I have raised here, I will be happy to cooperate by providing additional background. They know where to find me.
Regarding their offer of reimbursement, I accept the $30 applied to my Rewards card. Once I was assured of qualifying for the Bonus Rewards discount and my missing fuel points were credited, money was not a primary consideration. Yes, I made an extra trip to the store, spent a total of 2 – 3 hours on the phone and at least another 2 -3 hours trying to figure out what Kroger was doing wrong and getting the information together for the BBB complaint. Frankly, I feel that I still came out on the short end here but the real proof is going to be Kroger’s future performance. No doubt there will future opportunities to see whether Kroger really improves its performance or if the response is just more talk.
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