Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  Kroger

  1401 East Race Searcy, AR 72143

• 

  Kroger

  1109 W Main Street Russellville, AR 72801-3507

• 

  Fry's Food and Drug Stores

  2626 S 83rd Ave Phoenix, AZ 85043

• 

  Fry's Food and Drug Stores

  744 W Camelback Rd Phoenix, AZ 85013-2207

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:02/18/2023

  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 requested refills on about 6-8 different medications from the ***** **** location online via the Kroger App around 01/20/23. The Latino looking lady rung up the medications & handed me a small brown bag at the pick-up window with 1 box of **** & several bottles of pills & I read one which only had a 30 day supply. I told her that I get a 90-day supply on all my meds & she claimed that my Dr only prescribed 30 days’ despite Kroger having given me 90 days’ worth for several years. I confirmed the 90 day scripts immediately by calling my Pulmonologist while at the pick-up window.. A brown complexion woman requested the bag back & told me to return in 15 minutes for the 90 days’ supply. When I returned to the window I was given 2 small brown bags with pills, 3 ****, 3 ******* and 5 *** inhalers. I put them in the passenger seat & then on my bed for later use. A few hours later I fixed my pill box & used my *********** (Rx#*******) and ********** (Rx#*******) out of my medication drawer. I did not recall ordering a refill on them because I had some left. After filling my pill box I called in a refill that was denied due to a supposedl refill earlier that day with the other medications – which I did not receive. The next day a gentleman said I could give me replacements after I searched a 4th time & came into the pharmacy. My grandson searched. I went to Kroger to be told that once they scan meds that means they’ve given it to the patient and it cannot be replaced; then the pharmacist told me that she would give me a 7 day supply of each and try to get approval from Humana ( my health insurance) because they did not charge them anyway. During the change from 30 to a 90 day supply the ********** and *********** was misplaced at that pharmacy; they were never given to me. I have been ill and unable to sleep for two weeks without these meds. KROGER DOES NOT CARE ABOUT THEIR PATIENTS! They know that those medications are to prevent a asthma flare-up and don't care!

  Business Response

  Date: 02/27/2023

  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: 02/27/2023

  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.
  

  Their response does not resolve my complaint. Also, the two pharmacist I requested help from should have made every attempt to help me to obtain my medciation - which they did not. Then three weeks later after my asthma is exacerbated due to their refusal to replace my medications that they never gave me after the change them from a 30 day supply to 90 days worth I had to get my Pulmonologist involved. 

  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 02/28/2023

  The medications were filled on 02/21 for 90-day supplies and picked up. 
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:02/18/2023

  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.

  On Saturday, February 4, 2023 at approximately 9:15 am, my husband and I went to Kroger in ********** **. Within a minute, a large man wearing an orange hoodie, wrinkly khakis and wearing a dingy but full looking backpack started following us. He never approached us but was saying things to us from across aisles, like “come outside with me” and “this is my store”. He appeared to have a mental health issue or be under the influence and we tried to ignore him. He continued to follow us, appeared to be talking on his phone describing what we were wearing. I was afraid he was going to attack us. Then he was standing by the exit and I didn’t know if he would follow us out. We had never seen him. We got a few more items and as we got the last item, three officers came in. I was so relieved but this man called the police on us! The officer said the manager wanted my husband to leave. According to the officer, this man that stalked us and scared me was the manager but had nothing to indicate he worked there. I found out later the man’s name is ******* *******. Per the officer, this guy wanted my husband to leave but neither of us was banned. I checked out with my groceries by 9:33am. I contacted Kroger that day via the app to report the incident and called and reported the incident to 1-800-Krogers Monday, February 6 and encourage they watch store video of the incident. I heard nothing back and called back on February 13 to follow up. I was told the incident was being investigated and I likely wouldn’t get a call. I told her I wanted someone to contact me and to date, no one has. I was told there was no other number to contact. She told me if I wasn’t banned, I could go back. I told her I didn’t feel safe returning if that man was still in the store. We have shopped there for years and are in the store all the time, and my daughter has dietary restrictions and so many items are available at Kroger that I cannot now get. All was told to Kroger.

  Business Response

  Date: 02/23/2023

  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 and contact. We truly apologize for any inconvenience this has caused.  
  
  Regards,

  
  Kroger Co.

• Initial Complaint

  Date:02/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a delivery order on my app. I was charged a delivery fee and tip. My order was never brought to my apartment, it was left outside the building on the sidewalk where anyone could have taken it. When I got the groceries in my apartment I find the ice cream had melted.
  
  I tried contacting the company and was ignored.
  
  I want the delivery charge and tip refunded to me.

  Business Response

  Date: 02/20/2023

  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.  The refund for the order has been submitted back to the customer's account.  Please allow 3 to 5 business days for the refund to show back on the original form of payment.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/17/2023

  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.

  On 2/9/23 I placed an online order at the Kroger in ********** **. Upon arrival I waited 45 mins for someone to come out for my pickup order. Rachel a supervisor came out stated she didn’t see my order in the queue. I explained to her my order was saying picked up online. I informed her something wasn’t right. She carried on with my name and info and took my EBT card to charge my purchase. She came back with a tore up receipt and I asked what happened. She stated the computer froze on her. I noticed the receipt stated $183 and my order was only $67. I said something not right we need to go fix this, she insisted that she had to call for assistance but kept pressing the issue of giving me a $10 credit. I said no this was my reload day and my family won’t have food all my stamps are gone. I called corporate and told them what happened. I got a case number. Rachel called me that evening and told me a refund will be made in 7-10 business days. I call back this week 2-15-23. I’m being told now that it will take 30 days for refund and I need to contact ebt because the refund was processed. The state spoke with me today 2-17-23 and said that’s not accurate. Kroger has a contract like all other stores and the ability to refund that card. I have not had food for over a month and I been calling Kroger corporate office. All the staff has been rude and saying I will just have to wait. I didn’t cause this error. There supervisor did and now I’m being punished. It’s not fair to me and my family. I had a local store refund my card in 1 day why is Kroger not refunding my ebt for 30 days. This is unacceptable.

  Business Response

  Date: 02/22/2023

  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.  The refund was issued back to the customer's EBT card ending in **** on 2/21/23.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/16/2023

  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.

  Date of transaction 2/15/2023, 3:30 pm, purchased groceries through their online store. The money was taken from my account, and I was told groceries were being delivered. The groceries never came. The $ amount is $110. Due to a personal family situation, I had no other food in the house. The money spent was my last. They said I could not get a refund for 7-10 business days, although this was their error. My banking institution said they could not dispute or refund the funds because Kroger had them. I want full resolve and courtesy credit for my pain and suffering. They offered me a $5 credit. Previously I was supposed to have meat delivered, and it never came. When I called, they gave me a $20 credit that I never received. Imagine how many people this is happening to. It's I'm sure lucrative for Kroger.

  Business Response

  Date: 02/23/2023

  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.

• Initial Complaint

  Date:02/16/2023

  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.

  Fred Meyer - *** ** **** *** ********* ** *****
  PROBLEM: Homeless folks constantly overusing men's restroom causing serious Fire & Safety hazards.
  
  6 people inside men's restroom on 3rd floor Sunday, 1/29/2023: 4 homeless folks waiting for a stall with 2 additional folks occupying both stalls for more than 10 minutes. 1 had a shopping cart full of crap inside the restroom, it was very difficult to get around (definitely a Fire & Safety Hazard) UNBELIEVABLE! 1 had his crap all over the sink’s countertop. 1 was washing up, using both sinks as his bathtub. 1 was changing clothes in front of everyone & had clothes all over the floor. The 2 folks occupying both stalls never came out after 10 minutes, so I left. The wall phone outside the restroom (wall phone to call management to get the code to restroom door or report a problem in restroom) did not even have a handset or cord, so there was no way to call management. I did not feel safe inside the restroom at any time.
  
  • Why does management allow individual to take shopping carts or bags full of crap inside the tiny restroom? Isn’t this a FIRE HAZARD? Do I need to call the Fire Department next time?
  • Why cannot management hire a security person to manage the restrooms?
  • Why cannot management replace the handset & cord on the wall phone outside the restroom?
  • Why doesn’t management just put a couple of portable toilets inside the garage parking area for homeless instead of letting homeless constantly overuse the store restroom?
  
  There are definitely some serious Fire & Safety hazards occurring in men’s restroom that need to be addresses. I want BBB & Fred Meyer to address Restroom Policy issues in regards to Fire & Safety for its shoppers.

  Customer Answer

  Date: 02/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There has been no mention or system changes or modifications...

  Is
  anyone putting new safety measures in place to NOT let folks enter the
  small compact restroom with bags, shopping carts, strollers, trash bags,
  etc... ?
  Has the wall phone handset & cord been replaced on the wall phone outside of the restroom?
  Can
  this particular store hire an authorized person to attend & monitor
  the restroom in accordance with FIRE & SAFETY standards?
  Can this store put in additional portable toilets in the basement / garage area for homeless folks to use?
  
  What are the changes that this particular store plans to make or has made?

  I do not have any response in regards to any of that...
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 02/22/2023

  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 have forwarded your concerns to our Upper Management team for contact and resolution.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/15/2023

  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.

  I have a business where I consistently purchase 15 gallons of milk. I attempted to purchase 15 gallons today and the Manager Anastasia came over with a very rude attitude after asking when the rule changed. She stated we reserve the right to limit the amounts at anytime. Her customer service was horrible. It’s enough attitude in our community and she definitely don not represent the Company in a good manner. It’s horrible that I have to feel this way when attempting to do business in my own community.

  Business Response

  Date: 02/22/2023

  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 truly apologize for the experience that was had at the store.  We have forwarded your comments to our Upper Management team for review and contact.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair 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.

  Frys is allowing there employees to steel from the consumer. They were unwilling to redelever the item to my house. Furthermore they aprove of his actions as he did not come back to redelever so I have to decide the manager and the staff allowed it to happen. When placing the order I'm asked if a item is out of stock to replace it with something else. Only 2 he asked me not the paper towels. This is unexceptional for any company to not do there job correctly. Also to let him get away with it. Stealing is stealing . This has happened before and they still didn't fix any issues. In the past

  Business Response

  Date: 02/27/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers. The customer should see the refund in 3-5 business days. Thank you for bringing this to our attention.
  
  Regards,
  Kroger Co.
  

  Business Response

  Date: 02/27/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers. The customer should see the refund in 3-5 business days. Thank you for bringing this to our attention.
  
  Regards,
  Kroger Co.
  

  Customer Answer

  Date: 02/27/2023

  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.

   

  i am currently  rejected  this because  i have not received money back as this person  has stated. Furthermore,  i believe  this company  needs  to enforce there policies  before  they deliver  every order to the door.  Otherwise,  this situation  will  keep  going  on until  they decide not to loose any  mor money from  their  employees. Customer service  should  come  first.  Every  order should  be counted  and delivered  correctly.  I respectfully ask the bbb and Kroger  to inform  there customers  and the employees  what had happened  and put them on notice  that they were apart of this situation.  I only  hope this time they will follow  through  with  better  support  and a way to follow  through  with  out  making  the customer  feel  bad or taken  advantage  of. Being  disabled  is hard  to get through the day when you except  companies  to follow  through  on there end. Also,  they  need  the employee who is delivering  the food  to be notified  30min to a hour after delivering  the items  to be notified  when they didn't  deliver  all the items.  My house  has cameras seeing  all what he has delivered.  Along  with a reciet. Maybe  they need to count  each  item  with the customer at the door to hold them  and there manager accountable. 

   

  policies  need to change for the customer...
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Customer Answer

  Date: 02/27/2023

  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.

   

  i am currently  rejected  this because  i have not received money back as this person  has stated. Furthermore,  i believe  this company  needs  to enforce there policies  before  they deliver  every order to the door.  Otherwise,  this situation  will  keep  going  on until  they decide not to loose any  mor money from  their  employees. Customer service  should  come  first.  Every  order should  be counted  and delivered  correctly.  I respectfully ask the bbb and Kroger  to inform  there customers  and the employees  what had happened  and put them on notice  that they were apart of this situation.  I only  hope this time they will follow  through  with  better  support  and a way to follow  through  with  out  making  the customer  feel  bad or taken  advantage  of. Being  disabled  is hard  to get through the day when you except  companies  to follow  through  on there end. Also,  they  need  the employee who is delivering  the food  to be notified  30min to a hour after delivering  the items  to be notified  when they didn't  deliver  all the items.  My house  has cameras seeing  all what he has delivered.  Along  with a reciet. Maybe  they need to count  each  item  with the customer at the door to hold them  and there manager accountable. 

   

  policies  need to change for the customer...
  
  
  Regards,
  
  
  ******* ******
  
  

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok, so I always shop at Kroger it was one of my best groceries stores until the displeasure I received. I tried the boost membership since I shop here so much which is $59.00 a year for a lot of perks. So recently when I was in the store. I noticed that I was being followed by someone in a yellow shirt and black pants, a white guy working at the store. So I asked him why he was following me around and he just took out in another direction. So I really did not like how this made me feel. So I am cutting all ties with Kroger and their unjustified following of certain customers. I called the customer service line and complain about this and I want a full refund back for the membership. I no longer wish to do any business with Kroger ever again.

  Business Response

  Date: 02/22/2023

  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 truly apologize for the experience that was had at the store.  This is not the shopping experience we want our valued customers to have.  The refund has been submitted and it will show back on the original form of payment within 7 to 10 business days.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I would like to wait until the refund has posted to my account, which according to Kroger will take up to 10 days. So, BBB please contact me after 10 business days from today to make sure Kroger has kept their words and give me the refund. Thank You
  
  
  
  Regards,
  
  
  
  **** *******
  

  Customer Answer

  Date: 03/25/2023

  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,
  
  
  
  **** *******

  Problem:
  OK I complained about this company last month and the resolution that me in the company, Kroger, grocery stores on **** ********* agree to was that they will give me a refund for the membership fee for the Kroger boost membership club within 10 days of me follow my complaint which was last month to date is the 24th and it’s a new month so it has definitely been well over 10 days and they did not keep their in the agreement so that’s why am complaining again in hopes that this will be a resolution and they will refund my money for the booster club membership which I never use and will not use because I do not want to associate with Kroger companies at all ever again they are liars and they discriminate . The ID number for the other complaint is ******** Thank You
  
   
  Desired Resolution:
  Refund
  
  

  Business Response

  Date: 03/30/2023

  We truly apologize the refund has not been received by the customer.  We have re-submitted and expedited the refund for the customer.  Please allow 3 to 5 business days for the refund to show back on the customer's account.
  
  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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *******
  

  Customer Answer

  Date: 05/25/2023

  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,
  
  
  
  **** *******

  Problem:
  "********" This was the original case number. Kroger charged me $59.00 for a boost membership I never used. I complained to Kroger directly and they said that they would issue a refund, that never happened. So I took the claim to BBB then Kroger replied and said that they would issue the refund. Kroger lied again and it has been well over 3 months I know it does not take that long to issue a refund. At this point its pass ridiculous. I just want a refund like I was told I would receive by Kroger. My experience with this company they have not been fair to me. They discriminate certain shoppers and have there security people follow shoppers around the store. That has been my experience when I used to shop in their stores. I have washed my hands with this company. I just want my refund and I'll be semi-happy. Thank You
  
  
  Desired Resolution:
  Refund
  
  

  Business Response

  Date: 05/30/2023

  We truly apologize to the customer for any inconvenience this has caused.  The refund has been re-submitted and should show back on the customer's original form of payment within 3 to 5 business days. We apologize for any frustration this may have caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 06/02/2023

  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 company is very deceptive and they lie any discriminate against certain people I have waiting for my refund for over 30 months over three months now that they said that they will send my money back and they still have not refunded the $59 for the boost membership, which I never used and will not use because I choose not to deal with Kroger because they are liars. They are deceptive, and they discriminate against certain people

  Business Response

  Date: 06/09/2023

  We truly apologize to the customer for any inconvenience or frustration this may have caused.  Upon further review, the refund was rejected by the customer's bank.  We have processed a refund check for the amount.  Please allow 7 to 14 days for receipt. 
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 06/15/2023

  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,
  
  
  
  **** *******

  I have just received a check in the amount of $59.00 which was the fee I paid. I just don't understand why it took over 5 months. I never heard of a bank rejecting a good check, that's what Kroger is saying what happened when they tried to issue a refund earlier. I don't believe that.

• Initial Complaint

  Date:02/15/2023

  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.

  Yesterday was by far the worst I’ve felt in a long time. I ordered a custom arrangement(200 dollars) and came in to pick it up. I got a few other items before I headed to self checkout.
  
  When I began scanning my items I had a white woman approach me who was an employee and ask me if I was going to scan the flowers. I said yes I’m getting to it I’m scanning everything else first.
  
  I kid you not, before I got to my 4th item she was back asking more questions about where the tag was etc. I told her the florist cut the tag off for me and it’s in my pocket, I’m going to scan when I’m done.
  
  Before I got done scanning the chocolate. She said “I’ll just scan it so you don’t forget it”
  
  Why was this not done for anyone else. I felt targeted and noticed that nobody else in self checkout with flowers was met with that same energy.
  
  I will definitely not be shopping at Kroger anymore.

  Business Response

  Date: 02/20/2023

  Thank you for contacting the Kroger Executive Office. We appreciate your feedback.  I am in receipt of your concern that you sent through the BBB.  
  Your business is very valuable to us and we certainly appreciate the time you took to express your concern.  We are committed to providing you with the most enjoyable experience possible and your comments provide us the opportunity to evaluate, address, and correct our processes if necessary.  
  
  I can assure you that your comments were forwarded to our internal management teams to ensure that we are implementing best practices to ensure a better experience. Thank you again for taking the time to bring this to our attention.  We appreciate your feedback and apologize for any inconvenienced caused. 
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/20/2023

  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. I’d like to be compensated for the discrimination that I faced. A gift card to Kroger would be appreciated. 
  
  
  Regards,
  
  
  
  **** *****