We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

Find a Location

The Kroger Company has 1860 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • The Kroger Company

      1014 Vine Street Cincinnati, OH 45202

    • Fred Meyer

      7701 Debarr Rd Ste A Anchorage, AK 99504-1894

    • Fred Meyer

      3755 Airport Way Fairbanks, AK 99709-4610

    • Kroger

      7090 Univ Dr NW Huntsville, AL 35806-1728

    • Kroger

      215 Airport Road Hot Springs National Park, AR 71913

    Customer Complaints Summary

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

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for over 35.00 as I know the order must be over 35.00 for us boost members to receive free delivery. However they didn’t have 2 of my items in stock and didn’t contact me about switching the items out instead they just decided to charge me 9.95 delivery fee so my original order total was 9.90 after coupons and delivery and everything, then when they didn’t have my items in stock not only did I
      Not get a refund for the 2 items that were not instock I was hit with an additional 9.95 fee for delivery with out being notified so
      Now they over drafted my account and I will have to pay a 32.00 fee for over drafted when. I pay for a boost service with Kroger to not have to pay for every delivery and when I spoke to the team memebers they were rude and inconsiderate so I asked for suspervisor and they were no better it’s a shame cause Publix don’t treat customers this way only Kroger

      Breakdown on how I got to 47.93

      9.95 delivery fee
      1.49 soda they didn’t have in stock
      4.49 cherry sorbet didn’t have in stock
      32.00 overdraft fee from my bank

      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.

      After carefully checking the order *******************, it appears that the out-of-stock items were a total of $7.98 and the remaining amount in the order is $14.45 which is a total of $22.43 and this is still less than $35 to meet the minimum spent in not being charged of delivery fee as a Boost member. Also, the shopper was unable to replace out-of-stock items due to that the order is tagged as substitutions not allowed. We can see that since the items were out-of-stock, they were not charged with the customer payment method on file.

      Boost membership benefit to have the delivery fee waived after spending minimum $35 is applied after all coupons, sales and other charges, if there are changes in the total amount, the order will be charged of delivery fee.

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


      Regards,


      Kroger Co.

    • Initial Complaint

      Date:03/31/2025

      Type:Billing Issues
      Status:
      Answered
      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 3-18- 25 around 10:17 am I went to the pharmacy to pick up my prescription and I didn't have enough money to pay for my medicine I DONT HAVE INSURANCE I USE THE RX good AGELITY DISCOUNTS to lower my price. I paid $6.00 dollars for only five pills I couldn't pay the full price so a customer in line behind me overheard me talking with the pharmacy cashier and was willing to pay for my medicine and the cashier would not allow her to pay for my medicine with her medicine on one transaction. the pharmacy cashier said she would have to pay for my medicine separate from her medicine so that prohibited me from a kindly customer paying for my medicine who wanted to pay for one transaction all together and not separately. I FILE A Complaint with Kroger's and my case was closed with no explanation requesting a store credit on my Kroger plus card in the amount of $13.00 DOLLARS. I called another Kroger's and had my medicine transfer and ask was that Kroger's policy that a customer can't pay for my medicine.

      Business Response

      Date: 04/01/2025

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate 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 checking, the issue was already forwarded to the relative department on recorded case ********. We have added a credit of $13 was successfully added to your shopper card ending in **** ready for you to use. Added credits are seen on your account under "Account Credits" section.

      How to redeem:

      Credits can be used to buy any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases.  Store credits cannot be used to cover tax on purchases. 
      Credits do not expire 
      Partial credits can be used if the customer has at least ONE eligible item in their basket. 
      Customer's in-store receipts will show any remaining balance left when checking out.  
      In-Store and ********* Delivery Orders
      Credits can be redeemed at any checkout (manned by a cashier or self-checkout).  

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

      Pickup Order, Kroger Delivery Orders and Boost Memberships

      Credits will redeem during the online checkout process. 

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

      Regards,
      Kroger Co

    • Initial Complaint

      Date:03/29/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Date: 3-29-25

      Location: Kroger **** * ********* ****, ******* ** *****

      Kroger return policy: ****************

      Kroger Guest Services and manager refused my return of unopened Beech-Nut jar baby food.

      Purchased made on 3-20-25 and receipt was provided.

      These employees stated I had to make the return at the same location of purchase "or else it will effect our inventory" and "we don't accept returns of perishable food, baby food and baby formula".

      The items are non-perishable.

      These employees did not honor and adhere to Kroger's return policy.

      I'm requesting an explanation of why they refused this return against Kroger's return policy and a refund.

      Business Response

      Date: 03/29/2025

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

      We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We understand how important the issues the customer faced on their visits to request for their refund. Our return policy is All Kroger Co. Family of Stores can accept returns of items purchased at any Kroger Company family of stores location within a 30-day window of purchase. We apologize that customer been advise incorrectly regarding return policy by our store Guest Services and manager. Please know that we have shared the customer comments with our internal management team for review. While we are unable to proceed with the return at this time, we would like to offer customer a $10 credit as a token of our apology and appreciation for understanding. May we ask for the customer Loyalty card number used on the transaction to we can added the store credit? 

      We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:03/29/2025

      Type:Product Issues
      Status:
      Answered
      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.
      March 17
      $29.95 5 bags of pecans
      Using freshness guarantee
      All bags of pecans were stale and seal was opened when pickup at store. I was promised a refund here is their email they sent me.

      Hello B,

      Thanks for reaching out. I'm Mellisia.

      Thanks for reaching out to us about this. Our intention is to always provide the best service for our customers, and I am happy to assist.

      A refund request of $29.95 was submitted.
      Refunds generally take 2-5 business days to be credited to the original payment method. An email confirmation will be sent out when the refund is fully processed. Purchases made with EBT can take between 5-10 days.

      If you have any additional questions or concerns, please reply to this email and refer to case number ********. We appreciate you choosing to shop with us and are always happy to help.

      Sincerely,

      Mellisia
      Kroger Customer Connect
      The Kroger Family of Stores

      Business Response

      Date: 03/30/2025

      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 case provided in the complaint, the request from the customer was received on March 17, 2025, and on that day a refund has been requested for review for the issue the customer encountered with the pecans they purchased. On March 29, 2025, we can see that the refund has been completed from our end worth $29.95 for order number *******************.

      Since the payment method used is EBT, Kroger typically processes SNAP/EBT refunds immediately.  However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so the customer will want to check with their state agency to see when their funds are scheduled to be loaded next.

      The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds will be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders. Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more.  Our customers can contact their state agency for details for their state.

      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: 03/30/2025

      Better Business Bureau:



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

      For the inconvenience and it taking 5-7 days longer than I was promised in the email from king sooper/kroger please issue me a king soopers gift card.




      Regards,



      * *

    • Initial Complaint

      Date:03/28/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on that was delivered on 3/23. When I placed the order on 3/21 the estimated total was $158. For 54 items. I received 54 items for my delivery and was charged $218 and also had a draft of $60 placed as a pending charge to my account. I have called customer service 3 times for a total hold time of 3hrs and 20 mins. I have attached verification as well as email correspondence

      Business Response

      Date: 03/31/2025

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

      Upon reviewing previous cases, the internal management attempted to contact the customer on March 31, 2025, regarding overcharges on the transaction. However, the customer was unresponsive, and a voicemail was left requesting a call back at their convenience.

      The internal management is requesting a call back to further discuss the overcharges and assist in resolving any concerns. Please feel free to reach out at your earliest convenience.

      Rest assured 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.


      Regards,

      Kroger Co.

    • Initial Complaint

      Date:03/27/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Kroger to be delivered to my home on March 21, 2025 to be delivered on March 22, 2025. On Sunday, March 23, 2025, I called Kroger because I had not receive my order. I was told that my order was canceled because the truck broke down on the driver. Additionally, I was informed that my order had been canceled and that my card would not be charged as seen on the screenshot. I told the representative that my card had been debited for $125.85. The manager on duty informed me that the amount was not taken out of my account. But that the money should reappear back into my account within 3 to 5 business days.. I spoke to my bank today and learned that Kroger did indeed charge me for groceries that I never received. Please see the attached screenshot.

      Business Response

      Date: 03/28/2025

      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.

      After carefully checking on this issue, we verified that the order was cancelled and the customer was not charged. What they possibly see is the pre-authorization charge that will automatically go back to the customer's account. Also, the customer already spoke with one of our supervisors and was advised that it will be reported to the right department. The customer also received a total store credit of $25 for the inconvenience. 

      We understand how much this affects the customer, and we are sincerely sorry that they have to experience this.

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:03/25/2025

      Type:Product Issues
      Status:
      Answered
      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 3 individual packages of Organic ground beef. It was at a reduced price. The expiration date was March 7. I bought it on March 6. I immediately brought all packages home and placed them in the freezer. Approximately about 10 days later I I thawed 1lb. of hamburger. The smell was awful when I cut open the package. I took all 3 packages back to Dillons. I was told, I bought at my own risk since Dillons doesn’t warranty reduced items. I don’t think this is right since Dillons doesn’t publish this fact. All and any policy I have saw for reduced items. “Reduced for quick sale. “ No where does it say, these items may not be fit for human consumption. I thawed the other 2 packages the next day and there were rotten also.

      Business Response

      Date: 03/27/2025

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

      We apologize what happened with the customer's purchase. We are giving our best efforts to serve and delivery good service to our customers. Upon carefully reviewing the customer's concern, as per their words in the complaint, they bought the items on March 6, 2025 which the package states that it expires on March 7, 2025, a day after the purchase. Then the customer stored the items in the freezer and attempted to consume after 10 days, which means it is already 9 days past in its good condition and that's what the customer witnessed when they thawed the meat which they are aware of it.

      Aside from that, we are unable to verify any account under the customer's information sent in the complaint. They can respond with their loyalty number or online account email address so that we can clarify the customer's issue.

      Regards,


      Kroger Co.

      Customer Answer

      Date: 04/01/2025

      Better Business Bureau:



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


      I don’t know what the business is asking me to do. 
      I don’t understand how providing a shoppers number is going to change anything. 




      Regards,



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

      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.

      Getting the loyalty card number will help us for these cases to be recorded for proper storage purchases. As for the issue the customer mentioned, they may need to coordinate with the store for refund if they will allow it. As per previous response, the customer was aware that the item will expire 2 days after their purchase as the items is part of an offer for items that needs to be sold right away. 

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

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:03/24/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Paid for a boost membership. $99.00. After 3 tries to get groceries delivered, 3 times 3/4 of order was not in stock. Kroger refuses to return my $99.00.

      Business Response

      Date: 03/24/2025

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We value customers membership and aim to provide with the best experience possible and it is disheartening to learn that we did not meet your expectations.

      We do apologize for the inconvenience that this has caused. Upon careful review, we can see that the customer is already pass the refund period for their membership. But we understand that there have been some issues with regards to the orders that has been placed. As a courtesy, we've processed the cancellation of the boost membership and refund their membership in a form of store credits. $99.00 store credits would automatically apply on their next online purchase. Here is some information regarding our store credits:

      • Credits can be used to buy any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases.  Store credits cannot be used to cover tax on purchases. 
      • Credits do not expire 
      • Partial credits can be used if the customer has at least ONE eligible item in their basket. 
      • Customer's in-store receipts will show any remaining balance left when checking out. 

      You can redeem your credits in-store and online when placing an order or purchasing a Boost membership

      For In-Store and Instacart Delivery Orders, credits can be redeemed at any checkout (manned by a cashier or self-checkout)

      • For Instacart, you will need to message the shopper and let them know you would like to use your credit on the order. 
      • The cashier will receive a prompt and ask the customer or Instacart shopper if they would like to redeem/use the credit.  The customer/shopper must agree to use the credit to redeem the credit on the order. 
      • If the customer/Instacart shopper is using a self-checkout, they will see a prompt asking them if they want to use the credit. 

      For Pickup Order, Kroger Delivery Orders and Boost Memberships, Credits will be redeemed during the online check out process.

      Rest assured comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers.  We are always looking to improve the experience of our customers it will helps us ensure we are serving customers the best of our ability. Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

      Regards,
      Kroger

      Customer Answer

      Date: 03/25/2025

      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:03/24/2025

      Type:Delivery Issues
      Status:
      Answered
      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 filing a complaint towards Kroger‘s because on December 9 2024 I did couple orders one for pick up and for delivery well in the photos I’m sending you the first one was my order that I wanted. The second one was my final receipt. The third one is Kroger‘s receipt the fourth one is where they charge my **** *** card two days after I pick the items up and after the items were delivered, they cannot charge me a different price after they send me a final receipt for the price nor two days after I got the items delivered in two after I pick the items up, you can clearly see where they said the process date was December 10 you can clearly see that I did it on December 9 not on the 10th and then they didn’t charge my **** *** card till December 11 two days after I received my items they cannot charge me after my items are in my hand two days later

      Business Response

      Date: 03/24/2025

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

      Upon checking the orders, I can see that there are 2 orders that are included in it. The first one, the $50.87, I suggest that you contact our Kroger Customer Relationship Center for confirmation regarding the division of charges on the EBT and the backup card. Here is their number: ###-###-####

      Regarding the 2nd charge amounting to $47.27, upon checking, the order only displays one payment method.  You can save your payment card to My Wallet by clicking “save this card” or “make this my preferred card” during checkout on your online Order.
      You can select a payment card as your Preferred Card.  This means that the Preferred Card will be displayed first during Checkout.  If you only have one payment card on file, that card by default will be selected as you Preferred Card
      Preferred Cards will be displayed slightly larger than the rest and will show Preferred Card in Green.
      If you want to change your Preferred Card, you can select from another card you have saved and then finish the payment section by clicking Continue to Review Order.

      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: 03/25/2025

      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.
       
      I’m writing you about claim number ******** with the business Kroger‘s I don’t understand how Kroger‘s can say that I only have one card on my payment method, which yes that’s right, but how can you guys send me a receipt that says final receipt and then charge me two days later on my debit card after I already picked up my order and after my order has been delivered and the one that you guys charged me $50 an some change was all food and you can see at the bottom of my receipt that I had a food stamp balance of 900 and some dollars you guys should’ve never went to my back up of a card, you only go to the backup card is if the main card does not have the right amount on it which It did




      Regards,



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

      Business Response

      Date: 03/28/2025

      Response to BBB

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate 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 SNAP EBT card can only be authorized by customer pin entry at the time of checkout, so we can only charge the amount that was authorized at that time. The backup card will get charged if the final total at the time of fulfillment exceeds the original total shown at checkout. Examples of what may cause this to happen:

      *Instacart delivery substituted item is higher in price than the original item: Instacart does not price match on item substitutions (Kroger blue truck delivery does price match).
      Weighted item final total exceeds weighted item original total: Weighted item prices shown online are average prices.
      *Pricing and promotions no longer apply (price changes between when the order is placed and when it is fulfilled).
      *Digital Coupons which did not redeem due to out of stocks or substitutions.
      *Items added at curbside or during the fulfillment process will cause the final total to exceed the original total.
      *We cannot charge the EBT card a second time after the order has been placed.  A warning message is included during checkout that explains the process to the customer.  

      ***Prices are estimates, the final amount is determined when you received your order.  If the final is more, the additional amount will be charged to your credit or debit card.

      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: 03/31/2025

      Better Business Bureau:



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


      Thank you for responding to my complaint. I understand Kroger’s policy regarding backup card charges and that the final receipt reflects the actual amount charged at the time of fulfillment—whether through delivery or pickup.  
      However, my concern is not about the pricing adjustments but rather the **timing of the charge** on my **** *** card. Here are the specific details of my issue:  - I received my **delivery order** on **December 9, 2024**, which means that was when my final receipt was issued. However, Kroger did not charge my card until **December 11, 2024**—two days later.  - I placed a **pickup order** on **December 9, 2024**, and picked it up on **December 10, 2024**, at which point I received my final receipt. Yet, my card was not charged until **December 11, 2024**—a full day after I had already picked up my order.  Kroger’s policy states that the final charge should be processed at the time of fulfillment—meaning at the moment of delivery or pickup. In both cases, my card was charged a day or more after fulfillment, which is inconsistent with Kroger’s stated process. 

      And the bottom of this message (attached) are photos of everything that I’m talking about in the writing. I try to do the other way, but it won’t let me proceed.




      Regards,



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

      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.

      According to the payment details of pickup order ******************* the payment was processed and approved on our end on Dec. 10, 2024, which was the order was received while the delivery order ******************* shows its payment was processed and approved on our end on Dec. 9, 2024, which was the day was delivered. We can't control how promptly a store marks an order as complete once an order is actually picked up. We also can't control how fast our systems update. When it comes to processing payments it all depends on when our systems receive that information and when the bank processes the information on their side. The information that was mentioned were they were posted on our end, and this may depend how the customer's bank posted them.

      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: 04/03/2025

      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.




      Kroger says it values its customers and strives to provide great service, but right now, that’s not what I’m experiencing. I’ve been going back and forth over the $96.04 and it’s extremely frustrating.  

      My final receipt from Kroger one shows for $0.70 and the other one was for $0.12, I hade in store credit so I need proof of when the transaction was processed on **December 9, 2024**, including the exact time and amount. A the same for the other one because if you say that you Did them transactions two different days they wouldn’t have came through  around the same time on my **** *** card



      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.

      According to the customer's orders, there are 4 orders were placed on Dec. 09, 2024, and 3 of them were completed the same day. Pickup order ******************* and delivery order ******************* from Dec. 9, 2024, show no charges, while the pickup order ******************* from Dec. 10, 2024, had its payment approved on Dec 10, 2024, 2:53 PM EST, and delivery order ******************* from Dec. 9, 2024, had its payment approved on Dec 9, 2024, 8:16 AM EST. Please know that this is the only records of date and time we have on our end and the other details on how the customer's bank or financial institution post the charges is something we can't provide. We are only receiving payments, and we don't have a control on how it is sent to us. We advise that the customer communicate with their financial institution. 

      We sincerely apologize for the disappointment and inconvenience this situation has caused. Rest assured that all needed and available information were provide to the customer to help them with the issues they are facing.


      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.

      If you need proof of The receipt that I was sent in my email from Kroger‘s saying final receipt with the price on it for $.70 and $.12 you guys cannot charge me a different price after I have a final receipt that says final receipt





      Regards,



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

      Business Response

      Date: 04/12/2025

      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.

      As stated in the previous response, those are the only records we have on our end. The only final receipt and final charger will be the one that is posted in their online account with Kroger. The customer was not charged with a different amount. The customer's concern is something we can't show or explain on our end since our system is only receiving payments. Again, we advise the customer to coordinate with their bank.

      We are sorry for the inconvenience this has caused; we wish that we can explain but it is not our system already.

      Regards,


      Kroger Co.

      Customer Answer

      Date: 04/22/2025

      Better Business Bureau:



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

      I sent images showing that I was charged $.12 for one and $.70 for the other, these are both of my final receipts that I got from Kroger‘s. They cannot send me a final receipt and then charge me totally a different price I would like a refund of my money.


      Regards,



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

      Customer Answer

      Date: 04/23/2025

      I’d appreciate it Kroger’s quick going back-and-forth with me because they can clearly see that they sent me a final receipt stating from Kroger’s for $.12 and $.70 because I had in store credit if they’re making a big deal over this little bit of money that’s crazy to me. I don’t understand how they sent me a final receipt price and then go to change the amount they can’t do that on the final receipt.

      Business Response

      Date: 04/23/2025

      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.

      As previously stated, the records available on our end reflect only the payments received through our system. The final receipt and charges displayed in your online account with Kroger represent the official transaction details. We can confirm that no different amount has been charged to your account beyond what is processed through our system.

      Unfortunately, we are unable to provide further clarification regarding the discrepancy, as our system is designed solely to receive payments. Given this, we strongly advise coordinating directly with your bank for further investigation and resolution.

      We sincerely apologize for any inconvenience this situation has caused. While we wish we could provide further clarification, this matter falls outside of our system’s scope.

      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.


      How are you gonna say you guys didn’t charge me no other price you obviously did and you can’t show me proof on your end of the payment and what I was charged so right there is suspicious because I got an email stating final receipt from Kroger‘s one was $.12 and one was $.70 so if that is the final receipt that should’ve been the final price Not charged two days later as it shows on my bank statement so you guys should give me my money back I’m not gonna let it go till I get my money back. You guys can’t say what you’re saying without proof and backing it up. Show me the proof if you got proof, Just like me everything I say I’m backing up with my proof what I’m saying I’ll send it again an email stating my final receipt from Kroger‘s and then I’m gonna send my bank statements of when you guys charge me two days after I already had my items


      Regards,



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

      Business Response

      Date: 04/28/2025

      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 stated in the previous response, those are the only records we have on our end. The only final receipt and final charger will be the one that is posted in their online account with Kroger. The customer was not charged with a different amount. The customer's concern is something we can't show or explain on our end since our system is only receiving payments. Again, we advise the customer to coordinate with their bank.

      We are sorry for the inconvenience this has caused; we wish that we can explain but it is not our system already.

      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 would really appreciate in Kroger’s could send me an image of what time Kroger‘s pressed my debit card information and for the payment so I can see what time it actually went through to see if you’re telling the truth or not. I’m not gonna stop until I see proof with my own eyes that Kroger’s press my payment before I picked up my items or before they were delivered Kroger’s keep talking about what they have, but Kroger’s ain’t showing no images


      Regards,



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

      Business Response

      Date: 04/30/2025

      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 request of customer, we will attach the images from their order payment based on the order numbers they provided on this response. The file is in a form of document.

      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.

    • Initial Complaint

      Date:03/24/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Did my grocery shopping online the 19th with Kroger and groceries were delivered with no problem. Checked my checking account and found out my debit card was used in ******* at a Kroger for instore purchases a total of $311.70. I called customer service no one understood English well enough to take care of the problem. This has caused a major inconvenience to me and my family. I want my money back and the price of my groceries 169.00 for all the inconvenience. You had a breech in your system and all my info has been exposed. You even have my prescriptions that I am sure was exposed too. Would like to settle this without getting nasty asap. You can pull up my kroger account number by my phone number or locate me with my email [email protected]

      Business Response

      Date: 03/25/2025

      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.

      Since the transaction was made at the store, please be assured that the customer's personal details associated with their Kroger online account remain secure.

      We highly recommend disputing the charges with the customer's bank, as the individual who completed the transaction must have had access to their banking details. Additionally, we suggest requesting their bank to block the card to prevent any potential fraudulent activities in the future.

      Please accept our sincerest apologies for your experience. Rest assured that we are implementing the best practices so that all programs work correctly for our customers. 


      Regards,

      Kroger Co

      Customer Answer

      Date: 03/25/2025

      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.


      Failed to address their responsibilities. Its either an employee accessing their systems and clearly its a security breach since that was a brand new debit card used for the first time. I cant be in ****** ** and ******* around the same time. I suggest Kroger pull their videos and get their culprit. Since my issue seems not to matter to them I will take a legal step if this is not solved. This is not the first time Kroger has done this to me. This time They will not get by with it.

      Regards,



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

      Business Response

      Date: 03/26/2025

      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, customer may need to have it disputed with their bank as fraudulent charges as the customer did not initiate the purchase. We are unable to provide any from our end since what happened was that someone was able to have access on their bank details for an in-store purchase. No employee or any associate from our end will have access to view and make changes in a customer's account.

      We understand how the customer feels, and we apologize for the inconvenience this has caused them.

      Regards,

      Kroger Co.

      Customer Answer

      Date: 03/27/2025

      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 be
       
      Once again. I have never stepped foot in the store that used my debit card information. My information was leaked by you! You can deny all you want but its your fault!
       
      I make my Kroger purchases online here in the ****** ** store. My card was leaked online on your website. Once again its the doing of an employ of Kroger or you more than likely had a security breach that has leaked out my personal information including my medication records. Even down to the Hepa law has been broken. Im just asking for the three hundred some dollars back and for all the trouble the price for my online groceries that day since your company screwed up my account. I wasn't even able to pay my husband's truck payment this month over this mess. You can deny all you want. If you want to close this ticket that is fine. But its not the end of this discussion. I do intend to pursue actions farther. 


      Regards,



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

      Business Response

      Date: 03/27/2025

      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, there is no option any employee or representative from our end can do changes or use a customer's account. Since this is an in-store purchase, we won't know what occurred with the purchase. Also, the amount of $311.70 is not showing in the account of the customer which means that their account with us was not moved or used. Customer may need to coordinate with their bank as it is their bank details or card was compromised and not their Kroger online account. Someone else had the access with their bank details and used it to one of the Kroger stores, which is out of our service.

      We understand how much this affects the customer and we are sincerely sorry that they have to experience this.

      Regards,

      Kroger Co.

      Customer Answer

      Date: 03/27/2025

      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.


      Not letting you by that easy. I have proof and I have more that there was no room to upload. You just willfully lied saying the charges were not on my account and here they are!

      Regards,



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

      Business Response

      Date: 03/29/2025

      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 checking the customer's account with us, we unfortunately failed to locate any transactions. As this was a fraudulent charge made in store, we are highly encouraging the customer to dispute the charges with their bank to be reviewed along with any overdraft fees.

      Regards,
      Kroger Co

      Customer Answer

      Date: 03/31/2025

      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.


      My bank is rejecting. This is all laying on Kroger. You didn't fail to identify. I sent you the proof and its right on my Kroger account. I used my card to make an online order to be delivered to my house. Then you allowed someone in the Kroger system that took my debit card and made six charges totaling the amount stated. The charges took place all the way in ******* and I am 5 hours away in ********. Give my money back. You guys really have a lot of problems. I will never shop with Kroger again as long as I live. Your system is not secure and easily hacked.




      Regards,



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

    The Kroger Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.