Business Profile

Grocery Store

The Kroger Company

This 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.
544 complaints closed in the last 12 months.

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Submit a Complaint

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:04/10/2025
Type:Facilities 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.
April 10, 2025

To Whom It May Concern,

I am absolutely appalled by what happened during my recent visit to the Ralph’s in **** ********* *******. While walking through the store like any normal shopper, I was unexpectedly scratched by a rusty appliance sticking out of a filthy, abandoned shopping cart that was just sitting there—right next to the seafood section.

Let me be clear: I didn’t touch or try to move the cart. I didn’t even notice it until it was too late—because who in their right mind would expect a cart full of dirty, rust-covered tools and appliances to be sitting next to the seafood counter in a grocery store?

This is a blatant health and safety hazard. The fact that this kind of dangerous setup was left unattended in a high-traffic area of your store is beyond negligence—it’s reckless. I now have a cut on my body because of your store’s failure to maintain a safe environment for its customers. What if it had been a child? What if that rust leads to an infection?

I am furious and demand accountability.

This should never have happened.
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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Rest assured that your comments have been forwarded to our internal management teams for review. 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.
Initial Complaint
Date:04/10/2025
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.
The price of the Kroger brand‘Simple Truth Organic’ peanut butter increased $1 in the second week of April of this year, 2025.
I am aware of the use of ‘inflation’ used as a scapegoat for price increases; however, this increase in such a short period of time is questionable and raises concerns over the‘Truth’ of Kroger pricing practices, especially when considering their past behavior of increasing prices during select high volume periods in specific markets using electronic price labels on product shelves and displays.
Attention must be directed towards such flagrant disregard for the consumer, the citizenry of this country and an attitude of altruism must be adopted by large businesses conglomerates in this country, accepting their responsibility in the economic health of the country and assisting and supporting the people towards thriving families and communities.
Business Response
Date: 04/13/2025
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 note that prices can vary between stores in the same area due to several factors. For instance, a store may extend a special price if it recently had a grand opening or still has a large stock from a previous promotion.

In Houston, some stores may also have different pricing based on nearby competitors or if a new competitor has entered the area. Additionally, Houston also has other cities listed for price zones and all retails are based on competition in the area.

Rest assured that your comments have been forwarded to our internal management teams. Please be aware that the review process may take some time, as we want to ensure the best possible outcome for our customers. Once completed, we’ll communicate any updates or changes. We sincerely apologize for any inconvenience and appreciate your input, which helps us improve and address these issues effectively.

Regards,
Kroger Co.
Customer 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.

Regards,

******* *****

Customer Answer
Date: 04/15/2025
It is my opinion that the response provided by the Kroger company was electronically manufactured using programming that identifies key words and other identifying information contained in the letter in order to pacify the customer.
This ‘complaint’ (in quotes because I consider it more a message to draw attention to the absurdity of Kroger’s pricing behavior) was filed with thoughtful consideration of product, brand affiliation and enormity of price increase. The response was lacking in attention to this detail.
The product was simply, (use of this word is intentional considering the Kroger brand in this example is‘Simple Truth’) a symbol of Kroger’s less than forthright approach towards a respectful and considerate relationship with consumers.
The example, peanut butter, is sold throughout America and I generally researched, perhaps I was unaware of an issue that would affect prices so dramatically, and found nothing that would support such an increase.
While I am not a degreed expert in product marketing and the pricing of products, I can reasonably deduce general and some detailed information necessary in this regard. This was all in my consideration prior to submitting my letter through BBB.
References in the response related to market areas, market conditions, specific locations, etc., were all considered as legitimate factors, and generally investigated before the writing of a ‘complaint’ was ever considered.
Further, the response made no reference to the inclusion in my letter, to Kroger’s behavior of ‘dynamic pricing’ in certain markets, making national news in recent months.
Having received and read the response, I have additionally investigated the price of the product in Kroger stores across the country and found the same price in large and small consumer markets throughout the US.
I am not surprised nor disappointed by the lack luster response by, what seems to be, a computer program, or, possibly an employee tasked with generating such responses; but I am wondering how to garner the attention of those who can address the issue and agree to sincere communication and lead to the possibility of a responsible, respectful and mutually beneficial relationship between Kroger and the citizenry that chooses to ‘invest’ in their stores and, therefore, all Kroger employees.
Initial Complaint
Date:04/09/2025
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 tried to purchase an order today and we see that it won't take any of our credit cards when we go yo the chat no one answers us either. It tells us to call thar number but when it talks and then rings us to someone then it automatically hangs up everything. The girl earlier om the phone that called us says there was error messages and she made it sound that your company thinks we are a criminal using a stolen credit cards. We like Krogers but should be send a demand letter followed by the legal process with an attorney in order to get our account available to use again. Please no games we would appreciate nit being treated this way. You can call from .M-F from 8 am to 4 pm as we don't usually keep our phone all day unless we're using it. You can email also and tell us what time you would like to speak and we will have on especially for you to call us. Sincerely ******* *
Customer Answer
Date: 04/10/2025
Problem:
Our account won't take credit cards as of today because your system won't allow us to pay for a potential order. Please reset so we can order immediately. We have no food and water here. Thank you

Desired Outcome:
Please contact your IT dept and have them address the issue so we can use any of our credit cards. It from your side it's not our cards so don't send a rookie to come back and say contact your financial institution it's coming from your company and website so do something about that
Business Response
Date: 04/10/2025
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 recorded case ********, the customer has from yesterday April 09, 2025, it shows that the customer is receiving an error code when trying to add their payment method. They were referred to our Kroger Customer Relations Center due to the error code that they received. If the customer tried again to add their credit cards or attempted to place an order and still the same error is received, they may need to connect with the department mentioned above to further review their concern. The department does not have the option to initiate a call to the customer as they are in an in-queue basis, unless the call is within the day and there was already an initial call from the customer. Our team has limited information and services to assist the customer as we don't have the means and appropriate resources to verify the issue. We suggest calling them at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 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.

Problem:
We were a customer at krogers com and they inactivated our account so we can't order. It's usually an outsourced rep that causes problems like these as this company has alot of cheap help that doesn't know how to resolve issues just make more issues for the customers. So regardless here's my promise if you don't address this issue and have or account serviceable I'm going send a certified demand letter with intent to sue. I'm also going make sure to reach out to the thousands of social media contacts and followers I have and destroy your reputation to the best of my ability. That way anyone trying to decide to shop online with kroger will definitely ho elsewhere especially the espanic people as I'm in media TV and can reach many. The reason for such an aggressive response is because I'm sure you will put a $2.50 an hour Philippino assigned to reply and work things out and that's one of the downfalls of trying to do things amicably when it comes to customer issues. You ha e people that don't even know what there talking about. So with that you can expect a civil lady in the beginning but the other if I get some immature kid that can't do nothing for us but just give us bs instead. I also will post everyone's photos and address that are in management and I'm corporate also so that others can file against your company also. This is the us when you treat people like ca ca then the public needs to see the fa e behind the screen.

Desired Outcome:
Reinstate our account let us explain any issues you may have with that request verbally and don't give me some little kid that doesn't know how. You can contact your IT dept and release the feature that's not allowing our credit payment to be inserted at checkout. I know how this works because I worked in stores like yours and that's what they did to customers they wanted to get rid of.

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 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. Please provide further details regarding the issue. Are you receiving any error codes or messages? We will greatly appreciate an error screenshot, or a screenshot of the issue faced for further checking.

Regards,
Kroger Co
Customer Answer
Date: 04/24/2025
Better Business Bureau:

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

I just tried to pit a credit card in and it said unable to add credit payment. It said something different in the beginning like call your phoney number that hangs up after it rings a few times. And your outsourced help said it was the IT dept issue and the other said they canceled my account. If you were that interested in doing the proper thing you would call the customer and with your resources solve the problem om the spot and preferably someone from the us but we know it's just someone playing a guessing game with no results. If you really gave a hoot you can call us at 10 am M-F with results. If we opened a new account it would do the same not except a credit payment in the area to add a credit card it says something like invalid payment or some other BS so it straight fron some roach that sanctioned us from shopping online. We know your game lets not pretend your helping until you make a valid move with some merit to go with it then you can ask for a favorable reply on here.

Regards,

******* *

Business Response
Date: 04/24/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

According to the recorded case number ******** from April 9, 2025, it has been noted that you encountered an error code while attempting to add your payment method. You were previously advised to contact our Kroger Customer Relations Center for assistance with the error.

If you have attempted to add your credit cards again or placed an order and are still encountering the same error, we recommend reaching out to the Customer Relations Center for further review. The department can be contacted at ###-###-#### (Option 1) during the following hours:

Monday to Friday: 8:00 AM to 10:00 PM
Saturday and Sunday: 10:00 AM to 9:00 PM

Please note that the department operates on an in-queue basis and cannot initiate calls to customers unless there has been a prior call from the customer earlier the same day.

As our team has limited information and resources to verify the issue, we kindly ask you to provide additional details regarding the error. Specifically, are you receiving any error codes or messages? Additionally, providing a screenshot of the issue would be greatly appreciated to aid in further analysis.

Thank you for your cooperation and patience. We are committed to assisting you in resolving this matter.

Regards,

Kroger Co
Customer Answer
Date: 04/25/2025
Better Business Bureau:

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

That number everytime it rings it hangs up before a person answers and your company doesn't realize this. Also there is no like numeric error code that comes out it just says payment invalid and to call that phoney number that I stated the reason why it doesn't work. So if you are really interested in addressing the problem then you can try calling us at ###-###-#### M-F at 9am to 10 am central. And perhaps get a us representative rather than a Phillipino person that comes up with plenty of theories on what's going on just to satisfy like your company is really doing something. And according to one of them she said that the account was canceled or made inactive. Another said the IT dept is the only ones that can do something. And I even tried to make a new account just to see and it does the same with adding a credit payment. So if you want a favorable response you need to step up and solve it so we can answer this complaint favorably otherwise more will come on other websites until we get someone who knows how to solve the issue from your company.

Regards,

******* *

Business Response
Date: 04/29/2025
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 sincerely apologize for all the inconvenience the customer currently experiencing. On our end we also want the issue to be resolved as soon as possible. That is actually the reason why we are providing the proper department to the customer for them to be able to assist with their concern. We make sure that every employee in-store or in corporate office team are all equipped and trained to assist them regardless their races.

With the request to be called by our team, we do apologize but we have to follow in-queue process because we also need to assist other customers to be able to avoid further escalation. We assure you that our Kroger Customer Relation Center team will assist you as long as proper information is provided. Again, we ask you to please contact them at ###-###-#### (Option 1) during the following hours: Monday to Friday: 8:00 AM to 10:00 PM and Saturday and Sunday: 10:00 AM to 9:00 PM. They would gladly assist and provide the clearer information about the issue on your account.

We value the customer's business and are committed to making their future experiences with us positive. 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.

Regards,

Kroger Co.

Customer Answer
Date: 05/09/2025
Better Business Bureau:

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

We sent a message and they are not corresponding so you put the complaint active and send us another email i got plenty to add also. Its because you kept sending us a repeat email to confuse us so let's get back to it.

Regards,

******* *

Business Response
Date: 05/10/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As advised from previous responses, if the customer is still receiving the same error code or message, they may need to communicate to our Kroger Customer Relations Center via phone at ###-###-#### during the following hours: Monday to Friday: 8:00 AM to 10:00 PM and Saturday and Sunday: 10:00 AM to 9:00 PM. They are the only one who has the proper resources to assist the customer on the issue they are experiencing. Customer will only be provided with the same response for this specific matter.

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: 05/15/2025
Better Business Bureau:

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

I been telling you people over 15 times that these numbers you leave us to call that supposed to be the depts to address this the line on all those numbers hangs up as soon as it answers then rings once. Now if there is anyone competent enough that really is concerned here's what you can do you have that dept that can correct your site into excepting our credit cards or help us make a new account that does so you can see its from your side and the sanctions your company put on our address to receive orders. The one employee already mentioned that to us. So our hours to get with us are at 9 am or 10 am M-F at *** *** ** you have the extra 2 digits on the account for the phone number and let's get something accomplished here.

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.

We are sorry that the customer is unable to reach out the dedicated department for their concern. We are working hard to provide good service to our customers. Customer may try to call our customer service hotline at ###-###-#### during Monday-Friday - 7:00 AM-12:00 AM and Saturday & Sunday - 7:00 AM-9:30 PM and be transferred to Kroger Customer Relations Center.

We are unable to initiate a call on this platform as we can only communicate through sending responses in BBB portal. Creating another account will not be possible on our end as we are not allowed to create an account for customers. Also, even if new accounts will be created the system will still trace the information in the account, so the only way to resolve this is for the customer to communicate with the mentioned department. We apologize, but we have limited resources to help the customer.

Regards,

Kroger Co.
Initial Complaint
Date:04/08/2025
Type:Sales and Advertising 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.
Kroger location **** * *** ******* *** has a sign at customers service saying you can get up to 5,000 off your debit card. This location has the sign an I was told by the supervisor at this store on 04/05/25 @2:25 that I would never be able to get that much cash as their employees don't have that much in their register and they can only give what's in the register. So, I then asked why do u have the sign if your not going to honor it his response was that the company made them hang the signs but they want be given out that type of money. I feel the sign should come down they have no intention of honoring it.
Business Response
Date: 04/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Rest assured that their comments regarding advertisements in the store have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 04/09/2025
Better Business Bureau:

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

Regards,

****** ******
Initial Complaint
Date:04/08/2025
Type:Customer Service 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 called to attempt to speak to an American call agent or supervisor about 4-5 hours ago because the agents in the offshore call center are attempting to lie and defraud me, keeping me on the phone for almost a total of 3 hours. I spoke to someone named Isha who transferred me to a Filipino supervisor named Sasheca. Sasheca told me that an American supervisor would honor my request within 2 hours. I called back after 4 hours and spoke to an agent named Miguel who claims that they do not actually honor requests to call back, essentially telling me that the Filipino call center lied and defrauded me yet again during the previous call hours ago, after I attempted a refund that took hours. When I requested an American supervisor yet again, he claimed that it was impossible to do, and then put me on hold waiting for some supervisor who has yet to materialize. I'm currently on an endless hold. This is maddening. I'm just attempting to get some accountability for them lying, delaying refunds and attempting to defraud me personally. I'm not asking for much, just a callback and can't seem to receive one from an American agent. Instead they lie, tell inconsistent stories about their corporate policies and keep me on endless holds. This has to stop. Please ensure those responsible are held accountable. Khebany, supposedly a supervisor, then claimed to be a Jamaican call center agent despite having a thick Filipino accent. He said there was no higher up to talk to and asked if I wanted to be called back. I said that was the reason I was calling because they had failed to call back. He said he had no record of that. I also explained that the agent that transferred me said that callbacks were not available. I asked him if the agent had lied. He said he didn't know. Then when I asked him further questions, he hung up on me. I called back two more times and was hung up on/disconnected each time.
Business Response
Date: 04/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Please be assured that this is not the experience we want our valued customers to have. The customer's concerns have been forwarded to our Upper management team for review so, the issues can be addressed accordingly in order to improve future experiences. At Kroger, we believe in diversity and inclusion. We are proud of the teams from around the world that work for Kroger.

The customer’s refund has been processed back to their account. The customer's request of refund for the tip worth $21.92 from the cancelled order ******************* has been submitted for review on April 08, 2025, and subject for approval. For purchases charged to credit card Kroger will process the refund in 1 to 2 business days. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. Most customers receive their money back in 2 to 5 business days. For online debit card purchases: Kroger will process the refund in 1 to 2 business days. It usually takes the banks 1 to 3 more business days to have the funds show in the customer’s account. Most customers receive their money back in 2 to 5 business days.

We have added a $20 credit to the customer’s loyalty account ending in **** to be used towards their next purchase. We truly apologize to the customer for any inconvenience or frustration this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/10/2025
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.

Your employees ensured me multiple times for a callback from an American supervisor that never happened. They are liars and conmen and women reduced to defrauding American consumers on behalf of Krogers and Ralphs. I'd like to be compensated for 4.5 hours on the phone that still hasn't been resolved, as well as restoring all of the coupons that have been marked redeemed which far exceeds any credits on offer. Your treatment of American consumers is truly disgusting and eventually you will pay the price in people leaving your business for good. I can't re-place my order because the coupons have been all marked redeemed so the order would cost a lot more. How dare you send hush money and continually refuse to correct the rot within your organization. I will be shopping at **** and ****** **** until trust is restored.

Regards,

**** *****
Initial Complaint
Date:04/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
DO NOT TRUST KROGERS BOOST MEMBERSHIP PROGRAM WITH YOUR CREDIT CARD INFO ON FILE YOU WILL BE ROBBED BY *********/KROGER EMPLOYEES.

I do not leave my credit cards on file with *********/Kroger because of fraudulent charges from employees that I had to dispute. Because of this and the poorly designed web portal for check outs through fredmeyer.com I constantly have to renter my card information with page refreshing and timing out. If you check my order history its long, consistEnt, and I use the same 2 cards every, time.

Kroger charged my **** and it should have been my EBT/Snap. My fault or Krogers? Who knows. I remember manually entering my pin code to verify MY SNAP EBT twice last night as the page time out as it normally does. But when I called customer service they tell me thats not true and it was never on file. They refused to accommodate or even seek a solution and Shamar with escalation number ******** was unbelievably rude. Furthermore he instigated conflict by putting me on hold at various times for extended periods for no reason and making me wait then he pretended to be his supervisor while again putting me on hold for an extended period. Completely rude and unnecessary. I have spent about 3-4 hours on the phone disputing mistakes over the past 6 months already.

7.99 = ****

+

113.62 = EBT

121.61 = Order Total

If this is not remedied in full and met with an apology I will 100% be done with Kroger and Boost as their is just no customer service with Kroger or *********. I can provide my EBT, again, so Kroger can properly charge the cards that were intended. The **** was only given to them to pay for delivery fees, tip, and taxes. This is the second time Kroger/Instacart has mismanaged my payment accounts but my first complaint.
Business Response
Date: 04/06/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We understand the frustration regarding this concern, and we really apologize for all the trouble. Rest assured that this concern is being handled by the proper department. I know how frustrating this is especially facing some technical issue placing order and resulted to bigger problem and charges.

I have already requested a refund for the charges back to the **** card, but it is still under checking and will be subject for approval. The charged will no longer be reverse and put in the EBT card. This is the case number ******** if customers would like to follow up. You may contact our Kroger Customer Relations Center ###-###-#### with the status of refund. As to the previous agent assisted the customer their feedback will be shared to department and leader.

We are committed to provide a safe and friendly environment and this feedback is not really what we want to hear as experience from anyone. We will look closely on this case and will continue to coordinate with the proper team with the solution.

Regards,
Kroger Co.
Initial Complaint
Date:04/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4-01-25 went to Smiths store to purchase ******* while it was on sale. Must buy 4 to get additional 20% off and the sale ended that night. There was only one ******** on the floor so we called for a manager and Bryson came. We asked for additional merchandise and the manager said he had no key and the two managers who had the keys went home at 5pm. I then asked for a rain check and he said he could not give me a raincheck for the Baileys. The ******* is now 29.99 when it was 18.99 with another 20% off if you buy 4 or more. We are not talking about a small amount of money and what store has no one working in management who can handle a customers' problem. I was shocked and they did not seem to care. I tried to call or write the Smiths corporate office but there was a problem with the website and no one answered the phone so I went to Kroger's. This happened at the Smith's at **** ** ******** **** in *** *****. The phone number is ###-###-####.
Business Response
Date: 04/08/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your complaint. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We need more information in order to review your concern. May we please request the following details below to proceed:

* Loyalty/Shopper Card Number used in the transaction
* Order Number (If online transaction)
* How did you found out about the promotion (20% off)
* Copy of receipt

Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

I gave all the information from the Smith's store and no one every called me. If you look at receipt #*** * * *** on ******* at ******* you would see the price of 15.19 after the sale price of 17.50 less 20 percent off. I tried to get this sale on the Following Tuesday at the Smith's store and could not because the manager did not have the key to fill in the floor and was not allowed to even issue a rain check. The only managers that could have taken care of this went home at 5pm. How can you run a store with no one able to make a decision in the best interest of the customer. Bryson (the manager on duty) could care less.
You can look up the information by the phone number of ###-###-#### or ###-###-####.

Regards,

****** ****************

Business Response
Date: 04/17/2025
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 checking, the customer got the sale price on their purchase on March 27, 2025, for ******* Liqueur Original. The customer stated they tried to get the discount on the following Tuesday but failed to get it. However, we are unable to verify that the customer had a transaction on April 08, 2025, so that we can clarify if the sale price applied.

As for now, 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.

Regards,

Kroger Co.
Initial Complaint
Date:04/02/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kroger merchant issue
Kroger does NOT honor the advertised prices.

1, consumers complain Kroger cheats customers

1.Gray haired man named DAVE at customers service aggressively reached across the counter and attempted to grab me and my phone. DAVE yelled "Give me your phone" I moved backwards grasping my phone. DAVE was yellnlg about my , " working on my Apps." I told him to stop grabbing at me. Dave refused to give me my REFUND for the improper charges that the the AD had NOT LISTED I had been charged. The clerk had sent me to the customer service desk where Dave worked.

2. TALL BLACK headed man who lunches forward screamed at me while throwing his arms. He screamed "I am NOT refunding the mistakes." This man CANNOT add. At a prior refund for the wrong amount he gave me 2 cents
Instead of the correct amount.

3. Bre another employee said that she , "CAN'T DO MATH" SO SHE IS NOT REFUNDING ANYONE

A PRIOR time the system charged me $12.99 for specialty. lemon bars She had me show her where the bars were and acknowledged that they were $6.99. She made the refund that time.
SO MANY MORE INCIDENTS
Business Response
Date: 04/03/2025
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.

Rest assured that your comments have been forwarded to our internal management teams for review. 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: 04/03/2025
Better Business Bureau:

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

Regards,

****** *****

Customer Answer
Date: 04/05/2025
Merchandise issues
********* ** kroger
Kroger does not HONOR. , sale prices , store prices and other. When it rings up wrong the sales clerk sends you to customer service.
*Customer service employees abuse, harrass, cheat, and other behavior towards customers.
*gray haired DAVE aggressively grabbed both my phone and me. Dave screamed to take control of my phone, grab me and complain because me and other consumers were requesting refunds for fraudulent priced products.
*tall dark brown haired man who lunches behind the customer service counter threw his hands at us yelling "I am not refunding, I don't care if it don't ring up right".while he was throwing objects.. he also SCREAMED he talked to a manager.
*bre customer service employe aggressively side she is glad prices do not ring up correctly.
Bre also admitted she " Have No Math Skills" so she will not honor Merchandise issues.

Business Response
Date: 04/07/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We just need to get some information from the customer to proper escalate this issue to our internal management teams. Can you please ask the customer for the following information:

-Loyalty card number they used on the transaction.
-Date and time of the incident

Customer feedback is invaluable to us, and providing this information will help us investigate the matter thoroughly and take corrective action. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 04/11/2025
Better Business Bureau:

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

******* **** **** ******* *****

Regards,

****** *****

Customer Answer
Date: 04/11/2025
Kroger ********* **
Merchandise issues
There have been hundreds of incidents. I am NOT the only customer complaining.
I did spend $100 a day or approximately $3000 a month on groceries. I have started to try to spend less at krogers and shop other places due to
KROGER MERCHANDISE ISSUES.
NO ITEMS ring up correctly , sale prices are NOT honored, customer service does NOT honor sale prices, digital prices are NOT HONORED or any other.
*DAVE customer service -grabbed both my phone and me across the counter screaming about installing Apps
*The tall lurching man named W***** customer service -refused to honor sale prices and was verbally abusive.
*BRI customer service -admitted she could NOT do math and would NOT honor sale prices.
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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Rest assured that your comments have been forwarded to our internal management teams, were still requesting for customer information that we need for the investigation for the bad experience that customer encounter.

-Loyalty card number they used on the transaction.
-Date and time of the incident

Customer feedback is invaluable to us, and providing this information will help us investigate the matter thoroughly and take corrective action. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 04/11/2025
Better Business Bureau:

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

Kroger ********* **
Merchandise Issues

sales prices, digital prices, and other prices are not honored. I and others are OVERCHARGED. Customer Service Dave, W*****, and Bri are aggressively abusive and refuse to refund the difference. All appear to have NO MATH SKILLS. Often these people brag that Kroger will NOT honor or. Refund for Merchandise issues.
Managers do Not seem to care and condone this behavior of the customer service employees.

****** *****

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.

The issue was forwarded to our store team, and proper conversations were held to pinpoint the cause of the issue. For overcharges and any items not ringing up the correct price, we are highly advising you to please coordinate with the customer service at the store to get a proper price adjustment. This is also relayed by the store team, any customer will be refunded if any mistakes were made.

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: 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.

******* **** **** ******* *****

NO KROGER ********* HAS NOT RESLOVED MERCHANDISE ISSUES..

Customer Service employees W*****, DAVE, AND BRI STILL REFUSE TO REFUND WRONG PRICES, SALE PRICES, AND OTHER MERCHANDISE ISSUES.
THESE. Employees are rude, aggressively, and and assaulting when MERCHANDISE issues regarding sale prices, digital prices, or any wrong charges are presented to customer service Employees. Mainly the 3 Employees LISTED EXTREME MERCHANDISE ISSUES

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 the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to 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: 04/23/2025
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.

******* **** **** ******* *****

Kroger ********* ********
MERCHANDISE ISSUES
Kroger has NOT ADDRESSED, RESOLVED, OR COMPENSATED for the assault j lt / complaint.
Refunds, sale prices, and other fraudulent tactics are used to OVERCHARGE customers.
I REJECT THEIR APOLOGY AND AM WAITING RESOLUTION AND COMPENSATION

Regards,

****** *****

Business Response
Date: 04/24/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

Regarding overcharges or items not reflecting the correct price, we strongly encourage you to coordinate with the store's customer service team to request a proper price adjustment. The store team has assured us that refunds will be provided to customers if any discrepancies are identified.

Please be advised that this matter has been escalated to our store team, and thorough discussions have been conducted to identify the root cause of the issue.

Additionally, we are actively communicating with the relevant department to address this situation and sincerely apologize for the time taken to resolve the matter. Please rest assured that we are diligently reviewing all aspects of the concern to ensure the best possible resolution for our valued customers.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

Kroger Co
Customer Answer
Date: 04/24/2025
Better Business Bureau:

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

******* **** **** ******* *****

I REJECT
KROGER IS GUILTY OF MERCHANDISE ISSUES.
, robbing customers by improper charges, not charging sale prices, not honoring digital and sale prices, abusing , assaulting customer.

Regards,

****** *****

Business Response
Date: 04/26/2025
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, the issue has been escalated to the internal management and store management. A contact was initiated to them specifically regarding the concern that the customer raised. The store assured that the customer will be assisted with the discrepancies with the sales items and other issues with charges in the items they purchased or will purchase. The store also mentioned that they will address accordingly the employees that the customer had a bad encounter.

We understand how frustrating this incident may be for the customer, and we apologize that they have to experience something like this. 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: 04/29/2025
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 REJECT KROGER RESPONSE.
MERCHANDISE ISSUES
cause customers to pay 3, 4, times the price.
Sale prices are NOT honored.
Fraudulent prices, Fraudulent sale prices and digital coupons NOT HONORED.
Customer service employees
Dave, W.*****, and Bri Still REFUSE to honor items rang up wrong , on special, Or on sale.. all 3 especially W***** brags about it .
I was ASSAULTED BY DAVE as he reach accross the customer service counter trying to grab my phone from me.
KROGER in ********* ** has only gotten worse.
MERCHANDISE ISSUES

Regards,

****** *****

Business Response
Date: 04/30/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We truly appreciate you taking the time to share your feedback regarding your recent experiences at Kroger. Please accept our sincere apologies for the frustration, inconvenience, and disappointment caused by these situations. Providing an exceptional shopping experience for every customer is our top priority, and we deeply regret falling short of those expectations in your case.

Your comments about team member behavior and pricing discrepancies have been forwarded to both our management and customer service teams for immediate review. We take these matters very seriously and are committed to addressing them appropriately to prevent similar issues in the future.

Regarding overcharges or items not reflecting advertised prices, we encourage you to coordinate with the store’s customer service team at 502-348-2977 to request a price adjustment. The store team has assured us that refunds will be provided if any discrepancies are identified.

As outlined in our previous response, your concerns have been escalated to our internal management and store leadership teams. They have been informed of the issues you raised and have assured us that appropriate steps will be taken. This includes assisting with discrepancies in sales items and addressing the conduct of employees involved in your interactions.

Please know that your feedback is invaluable in helping us evaluate and improve our services. We are committed to restoring your trust and ensuring that your experiences moving forward are positive and hassle-free.

Thank you once again for your feedback. Your input is essential to helping us better serve our valued customers.

Regards,

Kroger Co

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 for rejection are included below.

******* **** **** ******* *****

I REJECT
kroger Merchandise issues
Kroger Customer Service
Employees Dave, W*****, and Bri and others
REFUSE to honor sale prices, digital prices, store listed prices and other
Employees state they are unwilling, can't add, are instructed to, won't honor these listed prices
Employees such as DAVE assault Customers
Dave reached over the counter and assaulted me trying to grab my phone.

KROGER MERCHANDISE ISSUES FRAUD

Regards,

****** *****

Business Response
Date: 05/03/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per previous response, the issue has been escalated to the internal management and store management. The response from last time is based on the store management's answer after we escalated the customer's concern. Customer may reach out directly to the store manager for further concerns and assistance needed as this was already shared to the internal management.

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: 05/05/2025
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.

******* **** **** ******* *****
Kroger Customer servive employees steal , cheat and physicaly abuse Customers.
MERCHANDISE ISSUES
Prices charged are NOT prices listed
Prices charged are fraudulent
Digital coupons are fraudulent and NEVER ring up
Items are NOT in the store that Kroger list

Regards,

****** *****

Business Response
Date: 05/08/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

As per previous responses, the issue has been escalated to the internal management and store management. Proper conversations were held to rectify the issue and the response from last time was based on the store management's answer after we escalated the concern. For overcharges and any items not ringing up the correct price, once again, we are highly advising you to please coordinate with the customer service at the store to get a proper price adjustment. This is also relayed by the store team, any customer will be refunded if any mistakes were made.

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: 05/09/2025
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.

******* **** **** ******* *****
MERCHANDISE ISSUES
KROGER ********* **
KROGER Customer service
Empoyees
David, Dave, W****, and Bri,
Physically abuse, and verbaly abuse Customers and refuse to honor sale ads, sale prices, digital prices, ad prices , and all other advertised prices.

Regards,

****** *****

Business Response
Date: 05/14/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We really understand how the customer feels and reaction towards the mentioned incident they had at the store. The issue had already been shared with the store manager, and he already discussed it with his team. He also mentioned that with the pricing discrepancies can definitely be adjusted in the store. You are very much welcome to visit the store anytime to correct the issue with any overcharges.

Rest assured we do not tolerate any behavior that is not inclined with our values and beliefs, especially on how we provide a safe and comfortable space for our customers. Your feedback is important to us, and store management is open to discuss all your feedback since it will definitely help us to improve. With your concern we also need your cooperation, we want this issue to be resolved as soon as possible. Again, as mentioned the store is open to assist you with the refund and proper action and investigation were being done with the employees.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

Kroger Co
Customer Answer
Date: 05/16/2025
Better Business Bureau:

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

******* **** **** ******* *****

KROGER ********* **
Has NOT ADDRESSED THE ISSUE

NO RESOLUTION HAS BEEN OFFERED

Regards,

****** *****

Business Response
Date: 05/20/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We apologize if the issue hasn't resolved yet. We would like to confirm if the customer has already gone back to the store? Since as per the store manager, they are willing to assist with adjustment with the price issues.

They are willing to assist with the issue in-store once the customer visits. The feedback with the store employees were addressed already and rest assured that proper actions were taken for store employees. If there is other issue that needed assistance, please let us know. Provide us clearer and detailed information so we can provide a more specific resolution.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

Kroger Co
Customer Answer
Date: 05/21/2025
Better Business Bureau:

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

******* **** **** ******* *****
KROGER MERCHANDISE ISSUES
********* **
No KROGER did NOT resolve the issue. When I returned to the store DAVE WHO HAS GRAY HAIR WORKER AT CUSTOMER SERVICE THREATENED TO ASSAULT ME
and said he DAVE would not return any customers owed refund.
DAVE , W*****, BRI, AND DAVID
are abusive, violating customer service reps.

Regards,

****** *****

Business Response
Date: 05/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer's concern has not been resolved. We are doing our best to address these issues with the store as we value the customers visiting our stores. We will communicate with the store manager regarding the concern that has not been addressed properly.

The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 05/28/2025
Better Business Bureau:

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

(PLEASE TYPE YOUR REASONS HE
Kroger***********MerchandiseIssues
Customer service
DAVE, DAVID, W*****, AND BRI
are still abusive, and steal customers money.

Merchandis pricing rings up on receipt wrong, Proces marked incorrect , and more.
Kroger and customer service SCAM CUSTOMERS

)

Regards,

****** *****

Business Response
Date: 05/29/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for what the customer is experiencing. We don't mean for them to have that encounter with us in the stores. We are doing our best to formulate a resolution on the complaint the customer submitted. A follow up was sent to the store management team as well as to the internal division team to review the situation. As soon as we receive an update from them, surely this will be shared to the customer right away.

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: 05/29/2025
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 ********* **
MERCHANDISE ISSUES
NO, KROGER HAST NOT RESOLVED THE COMPLAINTS
Furthermore, KROGER in ********* has gotten worst
CUSTOMER SERVICE EMPLOYEES
Gray haired Dave , W*****, Bri, and African American David abuse, lie, and Rob CUSTOMERs

Regards,

****** *****

Business Response
Date: 05/30/2025
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 for the frustration you encountered at our store and for any inconvenience caused by pricing discrepancies and the interactions with our team members.

Providing a respectful and positive shopping experience is our priority, and we deeply regret that we did not meet that standard during your visit. Please know that we take your concerns seriously and will be addressing this matter internally to ensure appropriate action is taken.

We would like to further investigate this issue and work towards a resolution. To assist you effectively, we kindly request any additional details regarding your visit. If possible, please provide the following information:

Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Sales receipt or order number
Store location
Date and time of transaction
Advertised items with pricing discrepancy

Your cooperation is greatly appreciated, and we are committed to addressing your concerns promptly. Your feedback is invaluable in helping us improve our service.

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: 06/02/2025
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 for rejection are included below.

**** **** **** **** ******* *****
NO KROGER ********* HAS NOT ADDRESSED OR RESOLVED MY COMPLAINTS
CUSTOMER SERVICE EMPLOYEES
GRAY HAIRED DAVE, W*****, DAVID, BRI CONTINUE TO ROB, STEAL, HARRASS, AND ASSAULT KROGER CUSTOMERS

MERCHANDISE ISSUES
MERCHANDISE ISSUES

Regards,

****** *****

Business Response
Date: 06/06/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that the customer's concern has not been resolved. We are doing our best to address these issues with the store as we value the customers visiting our stores. We will communicate with the store manager regarding the concern that has not been addressed properly.

The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.

Customer Answer
Date: 06/09/2025
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.

******* **** **** ******* *****
Krogers ********* **
merchandise issue
Kroger Customer service employees
Gray haired Dave, assaulted me and others and laughs when merchandise rings up wrong
Customer Service employees Wilso, ,David, and Bri refused to refund overcharged merchandise.

Regards,

****** *****

Business Response
Date: 06/12/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for the delay. We are working hard to come up with a resolution with the concern the customer raised about their store experience. After careful review, we can confirm that the concern has reached the store management, and the handling was taken over by them. Further information will be provided by the store, and it is best for the customer to communicate with the store management.

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: 06/14/2025
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.

******* **** **** ******* *****

KROGER ********* HAS MERCHANDISE ISSUES
KROGER CUSTOMER SERVICE EMPLOYEES DAVE YELLED AND ASSAULTED ME.
CUSTOMER SERVICE EMPLOYEES Dave, W*****, David, and Bri abuse and refuse to credit customers for overcharge and other

Regards,

****** *****

Business Response
Date: 06/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per previous response sent for the customer on June 12, 2025, they were advised that the issue has reached the store management team, and they have taken over the handling of the issue. The store's decision is something we don't have control, and the customer may need to communicate with them for further information about the actions made for the concern. We are unable to provide any statements regarding this matter due to the fact that it was already transferred to the store management.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Customer Answer
Date: 06/18/2025
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.

******* **** **** ******* *****

KROGER ********* MERCHANDISE ISSUES
KROGER CUSTOMER SERVICE EMPLOYEES gray haired Dave W*****, Bri, and David abuse verbally and steal from CUSTOMERs
Prices ring up FRAUDULENTLY
CUSTOMER SERVIVE EMPLOYEES think it is funny and angrily abuse Customers

Regards,

****** *****
Initial Complaint
Date:04/02/2025
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.
No it hasn’t been resolved apparently you guys and ******** ******* don’t understand what the definition of fraud is. Let me explain this for the thousands of times I have since Sunday. I placed an online order like I have on multiple occasions and never had a problem. At 11:30 I placed a grocery order in the amount of 74.16 and I received emails about my order. They said we don’t have **** peanut butter crackers do you want a refund I say y then it said shop is complete. I received a text notification from my bank there was a additional charge of 37.16 on my card your shopper from Insta cart charge my card fraudulently for a day pack with the upc ************* in the amount of 2549 * *** *** ****** **** **** ********** **** clip with the upc of *************. One senor **** ******* with the upc of ************* totally 37.16. I didn’t place that order or receive it. I want my money back all of it. I emailed immediately and they refunded 3.64 and 5.70 that doesn’t cover what you charged me what part don’t you understand. I was told multiple times that doesn’t add up your wrong. We can’t refund the delivery charge the tip but you can’t let someone use my card fraudulently. No this isn’t resolved I have contacted ******** ******* they don’t believe me I have contacted you multiple time you don’t believe me. Fix it or I will report you
Business Response
Date: 04/03/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Upon reviewing the order that has the total amount of $111.98 with order number *******************, it appears that the mentioned items were not added on the order and showing as original items in the order. We understand that this maybe not the customer's original order and we are truly sorry for the trouble that this caused. We can see that the items were already refunded completely on April 2, 2025. For any feedback towards the Instacart shopper, they can communicate with them through their customer service via phone at ###-###-####.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 04/03/2025
Better Business Bureau:

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

See attached, this has not been done

Regards,

******* *****

Business Response
Date: 04/04/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

As per checking, the request refund worth $27.34 was requested for refund on April 2, 2025. Once the request of refund has been submitted, Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. The refund may be expected to be completed until tomorrow April 05, 2025.

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: 04/04/2025
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.

Regards,

******* *****
Initial Complaint
Date:03/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
02 18 25 date of incident
Purchase: $87.98

I had made an online order. I have made multiple online orders in the past and made one including a PORK SHOULDER BUTT which said 22.99 as the price. I specifically marked NO SUBSTITUTION. They still went ahead completely ignoring my marking for NO SUBSTITUTION, and charges my card, WHICH TO ME IS FRAUDULENT SINCE I PUT NOT TO DO SO, charged me $87.98 from a $22.99 price, WHICH NEVER SHOULD HAVE TAKIN PLACE and put my account in the negative. And to be clear, i marked for NO SUBSTITUTION and they still charged my card. Fraudulent charge
Business Response
Date: 04/02/2025
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.

Upon reviewing the cases related to the customer's concern, on February 25, 2025, it appears that a refund for the whole price of the pork shoulder was refunded already. It was issued back to their EBT card since it was eligible for EBT payment. Due to rules and regulations set up by the USDA, the EBT card will be refunded first for EBT-eligible items before items are refunded to the additional payment method.

For the issue of having overdraft fees for this issue, we suggest for the customer to connect with our Kroger Customer Relations Center via phone at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm and they can request for their issue to be reviewed.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive

Regards,

Kroger Co.
Customer Answer
Date: 04/03/2025
Better Business Bureau:

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

They refunded it back to the ebt but the money was originally taken from my debit card which put it at -$67, not from the ebt. I specifically said they put my account in negative and need the money put back there to fix the account. Didn't listen and put it on ebt, but money was pulled out of debit card. Plus, the many hours i tried to have this resolved on the phone with them and was ignored disrespected, put on hold, lied to, etc. I wud also like compensation for all that too if possible

Regards,

***** ****

Business Response
Date: 04/03/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

According to the last responses given to the customer, they were already advised to call Kroger Customer Relations Center of having overdraft fees to their delivery order because of substitution. Due to rules and regulations set up by the USDA, the EBT card will be refunded first for EBT-eligible items before items are refunded to the additional payment method.

For the inconvenience of the customer. I already added $10 store credit they can used on their next purchase.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive

Regards,

Kroger Co.

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