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

1,612 total complaints in the last 3 years.
545 complaints closed in the last 12 months.

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

Initial Complaint
Date:03/19/2023
Type:Product Issues
Status:
UnresolvedMore 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 march 17th went to go pick up my groceries from krogers and when I got home my 4 year old ask for his cheese balls so I gave him the jug I took off the wrap and just gave it to him, and I realized he was gagging and throwing up and that was the only thing he ate, so I took the jug and the smell was unbearable made me sick of my stomach. And I looked for a a date on it and it read Nov /08/2021 . And tried several times to contact someone and only one response was is that I reached the wrong department. My grand baby stayed sick all day and night. I want a refund and compensation for pain and suffering. His tummy still hurts him. I have my receipt and the jug of cheese balls.
Business Response
Date: 03/28/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Thank you for bringing this to our attention. The customer’s comments have been forwarded to our Risk Management team for review and follow up. Risk Management has handled and tendered it over to the Supplier. We are expecting the Supplier to contact the customer and resolve accordingly. At this time, we have addressed their concerns and have nothing further to add.

Regards,
Kroger Co.
Customer Answer
Date: 04/10/2023
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,

****** *****
I never knew y’all emailed me. There was a death in the family and I had no internet. And no the problem was never resolved

Business Response
Date: 04/20/2023
The Supplier will be contacted to contact the customer. The customer's concern is under review and will be handled by the Supplier. We appreciate the customer's comments. We appreciate the assistance of the BBB.

Regards,
Kroger Co.
Customer Answer
Date: 04/21/2023
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,

****** *****
Customer Answer
Date: 04/21/2023
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,

****** *****
No one has contacted me what’s so ever.

Business Response
Date: 04/24/2023
The supplier will contact the customer. The customer's concern is under review and will be handled by the supplier. We appreciate the customer's comments. We appreciate the assistance of the BBB.

Regards,
Kroger Co.
Customer Answer
Date: 04/26/2023
The business has yet to notify me on this matter.

Regards,

****** *****
Customer Answer
Date: 05/01/2023
I haven’t heard anything from krogers at all.
Initial Complaint
Date:03/18/2023
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.
Hi, I attempted to call the Kroger store in North Little Rock on Mccain during the 7pm time, and did not receive an answer after the second time I attempted to call which lead me to believe that they were not answering the phone on purpose. Who would believe a phone at any store would ring over 10 minutes without a pickup after there was a pickup the first time I called right before this call. The first call, I waited about 30 minutes with no chance to speak to a manager. An employee picked up the phone around 2 times informing me that she will page the managers to pick up, but still no manager. I waited and waited. The fact that I did not have an answer my second time calling after I was hung up on the first time highly suggests I was left to wait for nothing the entire time and the employee who did answer at first likely wanted me gone. How would they not be able to answer the next time I called..
Business Response
Date: 03/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We apologize for the experience that was had by the customer. Your comments have been forwarded to our Upper Management team for review and contact. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:03/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased $146 worth of groceries and I paid for the groceries with my food stamps and with my bank debit card. The split was $74.13 paid with my stamps and 72.50 I paid cash.

I needed to return everything so I went back the next day with receipt in hand and when I did for some reason they returned me only 134 dollars and it all went to food stamps. The store failed to return any of my cash that I paid. I showed the receipts to the store manager and he couldn’t figure out why I was returned only 134 (when the total was 146) and why all in food stamps when I also paid cash. I think this is not fair to me. The store manager went through both receipts and the items are accounted for.

I even talked to my bank chase and they won’t help me. I returned everything and have my receipts. I just want what’s fair which is my 72.50 back OR they owe me 72.50 of groceries.

What I fail to understand is why this is so complicated. I returned all the items with my receipt and should get my money back.
Business Response
Date: 03/23/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Thank you for bringing this to our attention. The customer comments were shared with our upper management team for review. Once reviewed, we will follow-up with you.

Regards,
Kroger Co.
Initial Complaint
Date:03/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased groceries from Ralph's. However, the bagging assistant forgot to put one of my bags in the cart. I am now missing several items from my grocery order. When I contacted Ralph's they refused to refund me for those missing items saying I had to come into a Ralph's location (as they had the items stored in a freezer).

I am traveling and find this suggestion illegal and inconvenient and would just prefer a refund for the missing items (since they admitted to even having it in their freezer). It felt like the managers were trying to cover up for the mistake rather than address my concerns as a customer.

The manager and person I spoke to were also incredibly rude, unprofessional, and definitely did not want to be bothered by my phone call. Apologies, but it's not my fault Ralph's made a mistake!

Missing items requesting a refund for:
**** ****** (x2)
** ******** ****** (x1)
** ***** ****** (x1)
******* Gum (x1)
Business Response
Date: 03/17/2023
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. A refund request has been submitted for the missing items. Please allow 7 to 10 business days for the refund to show back on the original form of payment. We do apologize for any inconvenience this may have caused the customer.

Regards,

Kroger Co.
Initial Complaint
Date:03/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I shop for groceries at Kroger. Due to health issues I use an electric cart. The store is brand new but the electric carts were brought from old store. Carts have broken pieces (fenders, seats, hand grips) and batteries that do not seem to hold a charge long enough to shop. I have taken pictures of the damage and have contacted Kroger corporate both by phone and email. I was assured the issue would be addressed but have seen no change after several months. I have been stranded several times by a dying battery that seconds before indicated a full charge. With Kroger not fixing/upgrading their carts it feels like Kroger does not value their elderly and disabled customers. One time I was stranded 3 times by dying batteries. Another time I had 2 carts die on me and had to leave the store because there were no more working carts. I have pictures I can send.
Business Response
Date: 03/17/2023
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. Your concerns have been forwarded to our Upper Management team for review and further investigation for resolution. Once reviewed, we will follow-up with you on this matter. We truly apologize for the experience had by the customer.

Regards,

Kroger Co.
Initial Complaint
Date:03/16/2023
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.
In simple words, I was charged for money that I didn’t receive therefore I want my money. I don’t know where the problem occurred but I do know that someone has to pay me my money. Also because of all of this, it’s really put me in a horrible bind so please asap help me!
Business Response
Date: 03/16/2023
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. Upon further review, the transaction was voided by the store and there is no charge in our system for this amount. A pending hold is usually released by the customer's financial institution within 3-5 business days. If there is still a hold on the account after 5 business days, please contact our Kroger Customer Relations Center at ************ for further assistance. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/16/2023
Better Business Bureau:

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

Regards,

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

* *on’t concur because I was notified that I was charged and I didn’t get any money for this $361.50 charge. I want/need my money that is do to me asap!
Hello again this is Christiana again informing you that this employee is the reason why we didn’t get any money. He never mentioned a [VOID] or anything m, & just a decline. The CASH App approved the amount being $361.50 then the employee named ********* instantly voided athe/this completed transaction. This is why in the merchant’s system only calculated as 1 declined transaction. My bottom line is that the merchant/Kroger has to pay me due to their employee neglect/theft!
Business Response
Date: 03/28/2023
A pending hold is usually released by the customer's financial institution within 3-5 business days. If there is still a hold on the account after 5 business days, please contact our Kroger Customer Relations Center at ************ for further assistance. We truly apologize for any inconvenience this has caused.

Regards,
Kroger Co.
Initial Complaint
Date:03/16/2023
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.
Last year I was a customer at *** ******** *** ** **** *** **** ***** ****. I was shorted my medication by the Pharmacist: ******* ** ********. But *** Pharmacy did nothing about it. I was upset, so I switched to Kroger Pharmacy: *** ** **** *** ***** ****. Your Pharmacy girls failed to fill several of my medications, so they made me miss a whole month of medications. I called the girl and did not state her name on the phone but, she told me that they were too busy to fill my prescriptions & I should go back to *** Pharmacy. So I did just like she told me because I don't have time to not get my medication. So now the pharmacist at *** Pharmacy has shorted my medication again, 100 pills. They didn't do anything so I switched to ******* Pharmacy in ***** ****. When I called to check on my prescriptions, there was a HIPPA Violation. The girl started giving information & never even asked for my DOB. Then when I went to pick up my medication. The girl in the Pharmacy put all my medications in a bag. But she left one on the counter. I said: Is that my medication? She looked down & said, OH YES, I'M SO SORRY ABOUT THAT!! This is no mistake. ******* viewed the security tapes & sent me a check in the mail. These Pharmacy girls are working together in a CLICK. It's called BULLYING. It is also INSURANCE FRAUD. These girls are sick in the head & need to get a life! I deserve to be treated with respect just like the other customers. I am a Black Female. I want to talk to someone to stop this abuse at Kroger Pharmacy in ***** ****. I have talked to ******* & *** Pharmacies & they have listened to my concerns & are taking steps to correct this behavior. They both have sent me a check in the mail to compensate for the abuse I have endured. Please contact me. Thanks
Business Response
Date: 03/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We want to assure you our company operates with honesty and integrity; it is not our intention to confuse or frustrate our customers in any way.

So that we may best address your concern, we will need the correct street address for the Pharmacy location you're referencing. The address provided is not a Kroger Pharmacy location. Please respond with the location(s) details of the store you visited, including the city, state and zip code. We look forward to hearing from you soon. Once received, we will review and follow-up on your concern.

Regards,
Kroger Co.
Customer Answer
Date: 03/21/2023

The location of the complaint is Kroger Pharmacy ***** **** *****

Business Response
Date: 03/28/2023
The customer comments were shared with our upper management team for review. Once reviewed, we will follow-up with you.

Regards,
Kroger Co.
Initial Complaint
Date:03/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Feb 22 I placed an order online and the store canceled it The same day. I message them I believe the next day because I still seen the money pending in my bank account. The rep told me they hadn’t taken the money and the hold should come off. Then Kroger took the money and it became a completed transaction. Called Kroger. On Feb 27th The rep informed me that the previous rep never put in a refund request. So she did. Cool I am now sitting here March 16th without my refund. Everytime I call to find out about my money I transferred multiple times, reps refuse to get supervisors or supervisors refuse to speak with me. Or reps place me on hold and hang up. I have contacted my bank and they have no refund. No credit was offered except for the initial $10 for the 1st rep not putting in the refund.

This experience has been an overall fail And I still don’t have my money. I also do the shopping for my best friend's group homes and facilities. we frequently use Kroger but after this we will definitely have to use another company. Your company can’t be trusted with government funding.
Business Response
Date: 03/16/2023
Thank you for contacting the
Kroger Executive Office. I am in receipt of your concern that you sent through
the BBB. Your comments have been forwarded to our Upper Management team for
review. Once reviewed, we will follow-up with you on this matter.

Regards,

Kroger Co.
Customer Answer
Date: 03/16/2023
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,

******* ********
Business Response
Date: 03/31/2023
We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer's refund was issued back to their account on 3/16/23. The authorization code for this transaction was ******.

Regards,

Kroger Co.
Initial Complaint
Date:03/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Originally purchased (on the Fred Meyer website) an artificial Christmas tree on December 21st but it was not delivered until after Christmas. It did work but the fiber optics flashed continuously, and this feature was not able to be changed. I have had some medical problems and not able to get to the store to return the tree until yesterday (3/13 Products could be returned within 90days, however.). I attempted to return the tree but Fred Meyer employees would not credit my account nor accept the tree because it was not listed in their system. I do have the e-receipt on my phone (which I could forward to you) with the Fred Meyer logo and the eighty some dollars that was paid on my credit card. However, they were right in saying there was no information about what product was purchased but I don't think that's the fault of the customer.
The main problem is that Fred Meyer (actually it's Kroger now) lets other businesses advertise on their websites and does not alert the customer of this arrangement which might lead to issues if there are problems with returns, damages, or ordering errors. Ideally, Fred Meyer should either vouch for any product it lists on their website, or at least, alert the customer of what to do if problems occur. This warning should be stated at the time of purchase. This is a common practice of large companies, and the consumer is the one that has little recourse, much less a refund.
I have not been able to upload the receipt but I will forward it to your email address. Thank you!
Business Response
Date: 03/17/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please be assured that our company prides itself on integrity and we value our customers. It is not our intention to confuse or frustrate our customers in any way. The seller information of any shipped item is provided in the ship summary on our website. To request a refund the customer would need to log in to their account and go to My Purchases. This will allow the refund for the item to be requested through the seller. We truly apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/27/2023
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,

******** ***********
You know, mostly it is not about the eighty some dollars in refund, it’s about the confusing way business is done on line. I suspect this is a common complaint which results in aggravation and lost revenue for the consumer. Businesses let other sellers use their website and they may not have the same policies and standards as the familiar business you THINK you are buying from. Often, these variances are not stated at the time of purchase.

Business Response
Date: 03/30/2023
Please be assured that we in no way intend to aggravate or confuse our customers. The seller information of any shipped item is provided in the ship summary on our website prior to check-out. The customer's concerns will be shared with our Upper Management team for further review. We do apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/31/2023
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,

******** ***********
Although Kroger says that other businesses’ policies are listed at the time of purchase, I saw no such information on the e-receipt that was sent to me by Fred Meyer. It didn’t even list the item that was purchased! (I did send a copy of the receipt to the Portland BBB ([email protected]) which should have been forwarded to your Cincinnati office.) Please see the attached.

I’m not wanting to be emailing back and forth on this issue, as I explained my primary concern in the email below. Am I satisfied with the result? No. But I think the issue is more pervasive and important than my 80 some dollars. It probably will require some systemic overhaul to address the ways consumers are defrauded by questionable business practices employed on the internet.

Sincerely,

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

Business Response
Date: 03/31/2023
The customer's concerns have been shared with our Upper Management team for further review. We do apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/10/2023
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,

******** ***********
I just received your email about how my case is closed and I remain dissatisfied. Not only have I sent (numerous times) my receipt from Fred Meyer that not only does not state what business I actually purchased the tree from, but does not even state what was purchased. However, they did (and my credit card statement agrees) record that the purchase price was accepted by Fred Meyer. I also sent a copy of Fred Meyer’s return policy which was 90days (The company that responded said their policy was 30 days but I had no information about that at time of purchase.)

The fact that I have received no refund is a secondary issue. My main complaint is that there is little regulation or protection for the consumer when purchasing products on line. Who are we buying from? Fred Meyer? Kroger? Or some other company? They obviously do not have the same reputation or policies when the consumer has an issue. Or they claim that the consumer was informed about these differences at time of purchase, but certainly, that was not true in my case. I would hope that the Better Business Bureau would do a better job in advocating for the consumer as I suspect that this happens frequently and the consumer has no recourse but to eat the bill.

Sincerely,

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

Business Response
Date: 04/11/2023
Please accept our sincerest apologies for your experience. I can assure you that your comments were forwarded to our internal management teams to ensure that we are implementing best practices to ensure our customers have the best shopping experience possible. We have added a credit to the customer loyalty card ending in **** to be used towards the customer's next on-line or in-store purchase. We apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/13/2023
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,

******** ***********
To whom it may concern:

I just received your email about how my case is closed and I remain dissatisfied. Not only have I sent (numerous times) my receipt from Fred Meyer that not only does not state what business I actually purchased the tree from, but does not even state what was purchased. However, they did (and my credit card statement agrees) record that the purchase price was accepted by Fred Meyer. I also sent a copy of Fred Meyer’s return policy which was 90days (The company that responded said their policy was 30 days but I had no information about that at time of purchase.)

The fact that I have received no refund is a secondary issue. My main complaint is that there is little regulation or protection for the consumer when purchasing products on line. Who are we buying from? Fred Meyer? Kroger? Or some other company? They obviously do not have the same reputation or policies when the consumer has an issue. Or they claim that the consumer was informed about these differences at time of purchase, but certainly, that was not true in my case. I would hope that the Better Business Bureau would do a better job in advocating for the consumer as I suspect that this happens frequently and the consumer has no recourse but to eat the bill.

Sincerely,

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

Customer Answer
Date: 04/13/2023
To whom it may concern:

I think these email are not being productive. I sent the receipt and a copy of the Fred Meyer return policy more than once and still you are requesting I send it again. Do you keep what is sent?

Also, since my secondary concern is the refund, you have not responded to my main concern: the practice of well-known businesses letting other businesses use their website, without the protection and policies that the well-known business provide. Either the well-known business should require the other business agree to the policies of the larger entity OR the customer should, at the time of purchase, be advised that this company has variant policies. This is a widespread practice and should be addressed in a systemic way. Perhaps this is why you have not responded to the main issue, as your focus is on individual complaints. However, my hope is that you might take a tally of the complaints that arise because of this practice. If there is significant numbers, perhaps file a complaint with the District Attorney would be warranted. My guess is that thousands of consumers have already been denied legitimate claims.

Please close my case as these emails have not solved my case or the systemic problem.

Sincerely,

******** ***********
Initial Complaint
Date:03/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wife purchased gas was on empty filled tank have recipe, car stalled on a busy road within 5 miles with 3 kids in the car, 3 weaks old,3 year old, and 6 year old getting late,called family to get the kid's out of freezing weather, had car towed to vw dealer in salt lake city, they informed us that the tank was 1/2 full of watter, Smith's said they were going to pay for it !! then said "no, was not ther problem. no othe cars reported , 1200 for a new fuel pump and bad gas removal have recipe's on it also ,can't get anywhere else with these people please help
Business Response
Date: 03/16/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We truly apologize for the experience that has been had by the customer. We will be happy to assist the customer with this matter. We request the customer loyalty card number and the date of the of transaction to further assist the customer.

Regards,

Kroger Co.
Customer Answer
Date: 03/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the information they requested is a follows; Rewards Card Number 445898226936, and the date of purchase was 2/12/2023 in the amount of $52.00.

Regards,

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

Customer Answer
Date: 03/20/2023
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,

******* *****
This was not resolved. This is my first time submitting a claim through the BBB, I must have hit the wrong thing. How can we fix this?

Business Response
Date: 03/21/2023
May we please get the claim number for the incident? Thank you for your assistance in this matter.

Regards,

Kroger Co.
Customer Answer
Date: 03/26/2023
Hello again ****,

I'm having technical difficulties with my computer/ and or phone. The claim info Kroger has requested is ****************.
I included a photo of the *** we received from ******** manages claims.
Business Response
Date: 03/30/2023
Thank you for providing the necessary information. Your concerns have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.

Regards,

Kroger Co.
Customer Answer
Date: 03/31/2023
Better Business Bureau:

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

I have not recieved the review from Kroger's upper management team as of yet. There for, this matter is not currently resolved.

Regards,

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

Business Response
Date: 04/04/2023
Thank
you for contacting the Kroger Executive Office. I am in receipt of your concern
directed to the Better Business Bureau. Please accept our sincerest apologies
for your experience. This is an insurance matter and has been turned over to
our insurance company, ********, for investigation and resolution. We concur
with ********** investigative team. ******** has already contacted you with
their response and we do support their decision.

We
appreciate you bringing this to our attention. Your comments regarding your
dissatisfaction with ******** will be included in a report that is available
for our Executives to review. I can assure you that your letter has been sent
to the ******** Office so they are aware of your communication to the Executive
Office. Thank you for contacting us. For all further assistance regarding this
concern please contact ********.

********
Office: ###-###-####

Regards,
Kroger Co.
Customer Answer
Date: 04/06/2023
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 are out $1252 because of bad gas., my wife and small Children were left out in the cold while waiting for a ride because of a brake down due watered down gas purchased from smith's market place. All we would like is the repairs to be paid so we can move on with our lives. This is a large financial hit that we can not swallow as we have an infant. Please help!

Regards,

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

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