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

  205 N Fredrick Magnolia, AR 71753-3112

• 

  Kroger

  1401 East Race Searcy, AR 72143

• 

  Kroger

  6929 J F K Boulevard North Little Rock, AR 72116

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

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:02/09/2023

  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.

  The nature of this dispute is Kroger Co. treating SNAP customers differently than what their company policy of a commitment to equity has stated.
  
  Fry’s Food Stores has a brand promise, “Fresh For Everyone,” communicating their commitment to providing customers with access to healthy affordable food. Their 2022 ESG report states, “Kroger serves millions of customers every day with low prices, special promotions and personalized offers to help stretch budgets and make cooking at home more affordable.” Kroger Co. has a Diversity, Equity, & Inclusion framework that demonstrates a social awareness of the need to work against barriers to equal opportunity.
  
  What this business has committed to provide their customers is equal access to safe, quality food.
  My complaint is that the company policy for Fry’s Food Stores of not accepting SNAP for payment of groceries to be delivered is not consistent with their commitment to equal access for everyone.
  
  Some people in poverty have discovered that it is a much lower cost for them to pay $10.81 per month for an Instacart membership to have food delivered than it is for them to pay the cost of gas, car repair, bicycle repair, public transportation fare, or other transportation costs. Fry’s Food Stores does not accept SNAP for purchasing groceries online for delivery directly from their website or through Instacart.
  
  The rest of the complaint is enclosed an attachment in a one page document stating examples of customer experience that demonstrate the need for this requested change in company policy to accept SNAP for groceries to be delivered.

  Business Response

  Date: 02/21/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  We apologize that EBT is not available for any our delivery services at this time.  Please be assured we value our customers' input and have no intention of frustrating our customers in any way.  Your comments have been forwarded to our Upper management team for further review.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co. 

  Customer Answer

  Date: 02/21/2023

  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.

  Kroger Co. has not addressed the issues of this dispute that their customer service regularly refuses to make refunds for errors in overcharging and instead gives store credits which means the customer loses their choice of where to spend their money.

  Kroger Company's stores Safeway and Albertson's accept SNAP for delivery orders on Instacart, but Fry's Food Stores does not.  Fry's Food Stores have WAY MORE customers who pay with SNAP than *********** or S******* because of Fry's lower prices.

  It appears that Kroger Co. does not accept SNAP for delivery orders from Fry's (on Instacart or on the Fry's website) in order to make SNAP customers have to visit Fry's to do their shopping inside the store or to drive, take the bus, walk, or ride their bike to pickup their online order in person.
  

  As per federal guidelines for grocers, SNAP customers must be treated the same as customers who pay with credit card (see attachment of letter from USDA).  This means if a store has a policy of allowing groceries to be purchased for delivery, they cannot exclude SNAP customers from this option.  Although the letter is the answer to a question about refunds, the federal guideline is communicated as, "SNAP customers must be treated the same way as any other customer." 

  This is not an issue about inconvenience. This is an issue of equitable access for a vulnerable population of people in poverty with transportation and mobility barriers to food. Instacart makes their service very affordable for SNAP customers, with $2 off the service fee if you choose the option of a 3 hour delivery window for not as soon.  Fry's markets to people in poverty with "prices that are lower than low."
  

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

• Initial Complaint

  Date:02/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for grocery pickup on the web site on 1/21/2023. The total amount was about $48. This was received. However I found in my credit card account another charge of about $75, supposedly for delivery to me. This order was fraudulent. I never placed such an order and it was never delivered to me.
  I stopped payment on the credit card charges, and notified the business of the problem. I thought this would resolve the issue. Now King Soopers has created a new charge of $123.37 and attempted to charge it to my credit card. I have had this fraudulent charge reversed by my credit card company.
  I paid $40 for a service which provides delivery of orders with no delivery charge. When I attempted to use this on 2/8/2023 it was rejected. I called King Soopers customer service and was told it was cancelled because I owed the $123.37. These additional charges of $75 and $123.37 are completely fraudulent. I have had nothing to do with them and never received any benefit from them. In addition to that I have lost access to the service I paid $40 for. The charge for $78 must have been done by a dishonest employee. Instead of investigating that King Soopers management have chosen to attempt to bully me into paying for fraudulent charges. I want this stopped and King Soopers to stop all harassment of me and not claim any funds they are not entitled to.

  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.

  Customer Answer

  Date: 02/23/2023

  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: 03/08/2023

  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:
  There were two fraudulent charges placed against my credit card by the King Soopers store in ******** **, which is a subsidiary of Kroger. I previously made a complaint which had the ID ********. You closed this complaint on February 23 after the Kroger company agreed to 'look into the situation.' I said this was acceptable, but I never indicated that I was satisfied that the complaint had been resolved. The Kroger Company has not contacted me, and I doubt very much that they are going to do anything. I have not had success with the US Bank which issued the credit card, and have ended any relationship with them as well as King Soopers. King Soopers and the bank are trying to enforce an entry fraudulently entered against my credit card for $123.37 on January 31. I knew nothing about this charge until it appeared on my account statement, and I have received no merchandise or other value associated with this entry. I have attached a letter to the bank which completely explains the situation and the failure of any of the three businesses to take any action to resolve the issue.
  
  
  Desired Resolution:
  Billing Adjustment
  
  

  Business Response

  Date: 03/14/2023

  I reached out to *** ****** *****, Complaint ID: ******** by phone to further assist with his concern. The customer received a refund of $123.37 from his bank on January 31st. The customer sent a letter to the Kroger Privacy department on March 9th to update Kroger on the matter. 
  
   
  
  I explained to *** *****, a new letter will need to be sent to ****************************** for review. The customer will receive a response in 3 to 5 days.
  
   
  
  Thank you,
  
  Asia
  
   
  
   
  
  Asia T******* |Liaison to the Executive Office
  Contact Center of Excellence | The Kroger Co.
  
  1014 Vine Street | Cincinnati, Ohio  45202| Ph: ###-###-####

• Initial Complaint

  Date:02/09/2023

  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.

  Feb 6. 2023 $76.98
  
  
  I attempted to make an online order on Fry’s food app the dollar amount total was $76.98. It did not go through. I attempted to do it again it did not go through. I think I’ll customer service and was told that I could not place an online order because I haven’t a The dollar amount total was $76.98. It did not go through. I attempted to do it again it did not go through. I think all customer service and was told that I could not place an online order because I haven’t establish myself as a customer so I was going to go into the store and purchase items instead without my knowledge or my consent they placed a charge of $76.98 the total of the order I was attempting to make on my debit card. No no one seems to be able to find it They can’t explain why . charge that fry’s is unable to locate. I have contacted fry’s numerous times over the last four days and no one seems to be able to find the charge. I am furious. Everyone seems to just not care that I have a charge on my debit card. No one seems to be able to find it. I’m being told that it possibly a hold and it will fall off in 5 to 7 days. It’s easy for them to say it will fall off.

  Business Response

  Date: 02/16/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The customer was advised that the $76.98 was a pending hold and it typically falls off of the account within 3 to 5 business days depending upon the financial institution.  We request that the customer contact their financial institution directly to expedite the release of these funds. If the hold remains on the account more than 5 business days, please contact our Kroger Customer Relations Center at ###-###-####. We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/08/2023

  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 with Kroger on 1/23/23. The order never came, I was messaging the delivery driver as I thought maybe she was in an accident. Finally I contacted Kroger customer service and he said it had been delivered so it must have gone to the wrong address. The amount I was charged was $85.07. I was told they would issue a refund back to the card. I was told it could take up to 10 business days to get my refund (maybe in a 3rd world country, no way it takes 10 business days to refund). You take the money from my account as soon as the order is placed! I waited 10 business days and called back. The supervisor said she was going to do ‘something different’ that would expedite the refund. That call was on 2/6 and it is now 2/8. Nothing in my account. It has now been 16 days since my order was lost and still no refund. Needless to say I am so disappointed in Kroger and will not recommend them to anyone!

  Business Response

  Date: 02/16/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The refund has been submitted.  It should show back to the customer's account within 3 to 5 business days. We apologize for the delay and for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered groceries from the app. The order had to be canceled from instacart to re order from a different store. Kroger took the only money I have to feed my family off of my card when they were not supposed to. They claimed to issue a refund but that would take 24 hours so they gave me a $75.00 credit to order in the men time. But they locked my account and will not help to unlock it so the $75.00. Credit dose us no good. I have been treated disrespectfully by every single representative I had to encounter over the last 27 hours and have not been able to eat at all because kroger took all the money I have and is not refunding it and they absolutely will not help with unlocking my account so I can feed my family! Again we have not had food to eat in over 27 hours now and still can't eat because we still have not gotton our money back nor will ANYONE from kroger customer service hp at all. Me and my family have had to endure extreme mental anguish and suffer from hunger as a direct result of mistakes by kroger and still unwilling to make it right.

  Business Response

  Date: 02/21/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that it's not our intention to cause any frustration in any way. Upon further review, the customer's issue has been resolved.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/08/2023

  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.

  98.92 taken out of my bank account on 1/30/2023.I never signed up for anything and have asked them to refund me several times and so far no refund.They said they would but haven't.I need my money back.

  Business Response

  Date: 02/16/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The refund for the Boost Program Renewal has been processed.  Please allow 3 to 5 business days to show back to the customer's original form of payment.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/08/2023

  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.

  On Sunday January 29th, 2023 I made an order for grocery delivery from Kroger, ***** **********, ******** to be delivered to my son. Order # *******************. The order was never delivered correctly. $180 worth of groceries was ordered and about $30.00 was delivered by *********. We immediately called Kroger to explain we had the wrong order. The manager would do nothing and said it was an ********* issue. We immediately called ********* and asked to get the correct order. They would not help and offered a refund. I have spoke with numerous people and Kroger and *********. Noone will take responsibility and today February 8th I STILL have NOT received my refund!!! $132.43 should have NEVER been taken from my account and there is absolutely NO REASON I should still be waiting to get my money. This is a KROGER and ********* issue. NOT MINE. This is HORRIBLE customer service.

  Business Response

  Date: 02/16/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please be assured that it is not our intention to frustrate our customers in any way.  The refund has been submitted.  Please allow 5 to 7 business days to show back on the customer's original form of payment.  We apologize for the delay and for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/16/2023

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

  I have been told on now 5 different occasions starting on January 29th that I would receive my refund in 5 to 7 business days. The money should have never been deducted from my account since Kroger cancelled my order on January 29th and the funds were not taken until January 30th. They have now held my money for 19 days and that is absolutely unacceptable. 

  Kroger is 100% at fault here yet they continue to make excuses with each phone call and email to the point of not responding to a timely manner to the BBB complaint.

   

  ***** ****

  Business Response

  Date: 02/20/2023

  We apologize for any inconvenience this has caused.  The refund has been submitted back to the customer's account and should show back to the original form of payment no later than 2/21/23.  The authorization code for the transaction is ******.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/23/2023

  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,
  
  
  
  ***** ****

   

  Today is February 23rd and I still have NOT received the refund.

  Business Response

  Date: 02/24/2023

  The refund was processed back to the customer's account on 2/20/23 and the authorization code is ******.  We ask that the customer please contact their financial institution and provide the authorization code for the refund.  We truly apologize for any inconvenience. 
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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.

  On January 22, 2023 I ordered groceries from Kroger.com, for delivery (total was $212.36). The groceries were never delivered. I sat on hold with a chat agent for sometime (around 45 minutes). She was working with Instacart (their hired third party delivery) to find out where my groceries were. Upon determining that they were not delivered to me but perhaps elsewhere by mistake, she assured me they would refund my money and I would have it within 5-7 days.
  Insert the following Friday, I have nothing. No refund pending, no refund issued. I called Kroger again on 02/28/23 only to be told that the refund was not processed they would "re-issue" (not sure how you can re-issue something that wasn't issued to start with) and I needed to wait another 3-5 business days.
  I called again on 02/01/23 to inquire about the status of the refund only to be told there was an issue sending the refund to the bank. They "assured" me again that it was processed and I would see it 02/02/2023. Thursday came and no refund. I called them again, only to be issued another case number, told they were processing it, and I would see it on 02/03/23. 2/3/23 same story. 02/04/23 I called, was told I needed to contact instacart, when I asked why the customer service supervisor hung up on me. I contacted Instacart, who had ABSOLUTELY no reason to help me and was informed that because they didn't take the money out of my account they could not help with the refund. I called Kroger back and was on hold for about 2 hours before I spoke to yet another agent who took time to dig into it and told me that the accounting department put an expedite on the refund and I would guaranteed have it 02/06/23. 02/06/23, no refund. I called again, sat on hold for over an hour, got hung up on and then was told I had to wait another 3-5 business days. I have been given three case numbers and according to the agent yesterday, every time I follow up, they move my case to the bottom of the list and my refund is delayed.

  Business Response

  Date: 02/15/2023

  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.  Please be assured that it is not our intention to frustrate our customers in any way. The refund was processed back to the customer's account on 2/8/23.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

  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. 
  
  
  
  Regards,
  
  
  
  ********** ******
  

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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.

  I did a Click List Order Number: ******************* at the Kroger Address: ***** ********* *** Brownstown Charter Twp, MI 48183. When you pick up the Click List you don’t get a receipt or sign for anything because it is done online.
  
  As we were putting away the groceries there was a notification that our credit card was charge “$7,207.68”. On that order I was charged “$6992.55” for 2 Jalapeno Peppers.
  
  We called and talked to the Click List & Store Supervisor. They put in calls but could not correct the charge.
  
  I called Kroger Corporate after a couple of calls I finally got an email: “ I’ve submitted a refund request for your order amounting to $6989.57 which may take up to 7-10 business days to return to your bank account. “
  
  We still have not received this refund.

  Business Response

  Date: 02/15/2023

  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 account on 2/7/23.  We truly apologize for any inconvenience this may have caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

  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. They finally provided the refund for being overcharged $6989.57. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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.

  1/24/23 I placed an online grocery order with Kroger/*********, the next day my husband noticed an additional purchase in the amount of $92.60 that had been rolled into the original bill of $269.01 which increased the amount of my purchase to $361.61. The receipt showed that I was charged for 25 items that I never received including Tuna that I am highly allergic to. I contacted the the ************ Kroger the manager whom I spoke with stated they don’t have access to any ********* transactions even though they are partnered together. I then contacted ********* ( I was polite yet firm with my inquiry) as my questions became more detailed the ********* Customer Service Rep could no longer dodge my questions or provide me with a logical answer they hung up on me. Twice! I again contacted Kroger this time speaking with CSR manager Tish who recorded all the products I was charged for but never received she gave me the figure of $75.01 which is $17.59 short of the $92.60 I was charged. I was provided with a case number of ******** and was told it would be 5-7 days for a refund. It’s now been 13 days and no refund. I’ve made the decision that if don’t receive my refund within the next few days I’ll contact the local news stations for results.

  Business Response

  Date: 02/15/2023

  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 processed back to the customer's original form of payment on 2/7/23.  The authorization code was ******. We also added a credit to the customer's loyalty card to be used towards their next purchase.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

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

   

    I did receive a partial refund of $75.01, but have yet to receive the $17.59 that would total the amount of $92.60 originally taken. I am not aware or have been notified of any credit applied to my loyalty card. Until I receive the full $92.60 the issue is still open.

  ******* ****

  Business Response

  Date: 02/16/2023

  The customer issue is under review.  Once completed, we will follow-up. 
  
  Regards,
  Kroger Co. 
  
  

  Customer Answer

  Date: 02/17/2023

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

   

  Simply put this is a case of THEFT!  I will not accept anything other than a full reimbursement, it’s unbelievable that a billion dollar company is hesitating refunding my $17.69. Your partnership with ********* is questionable at best, have you taken the time to read reviews from other customers who have had money taken from them as well? I doubt it! It’s all about the money and the hell with the customers.

  ******* ****