Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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

Initial Complaint
Date:03/21/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Urgent Request to Unsubscribe from Email List

Hello,

I previously contacted your company under the Dhillon Fridays Deal dba Kroger to request removal from your email list. However, I was informed that the process would take 2 to 3 months, which is unacceptable.

I kindly request immediate action to unsubscribe me from your mailing list as soon as possible. Please confirm once this has been completed.

Thank you for your prompt attention to this matter.

Sincerely,
*********
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 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 regret if the consumer was informed that it could take up to two or three months to unsubscribe from our mailing list. after reviewing the client's account. I can confirm that your mailing list was successfully unsubscribed from the account.

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:03/20/2025
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 March 15, 2025 I ordered groceries at Kroger’s. Upon receiving my items, the delivery person took a picture of the items that I received. I had ordered 1 12 pack of Pepsi. There is a promotion going on or if you bought two they were much cheaper price for a 12 pack. My shoppers told me this and Itold him to get me two. When I receive my receipt, I saw where I was charged for six and I only received two. I also saw where my bank card and not my food stamp card which charged for these extra items. I spoke with Kroger‘s corporate office on Monday, March 17 as soon as corporate office was open and explain the issue to my Customer Care person. At that time, they assured me that that was their mistake that we were going to refund me the amount that was charged in error and credited it to my bank card. They said it was a technical error on their part and the technical department would contact me because they to reverse this because they put the money on my food stamp card. But the added substituted items were not paid for with my food stamp card. They explained that that was the only way they could credit me, but they would get back with me on March 18 received an email from technical saying that they were not able to credit my bank card but issue the credit to my Food Stamp Card. As Kroger‘s considered any item not ordered that sent as a substitute at that time they placed the price of that order onto your bank card.I did not order six cases. I did not receive six cases and they seem to not want to do anything I spoke with several supervisors they credited my EBT for more them the cost as a good faith. Every agent I spoke with said that I was correct that I did need the credit put back on my bank card. they were not authorized to credit my bank card so I need to speak to upper management. I need the money put back on my bank card Not my food stamp card. Also spoke to them on 3-19. Also I filed a complaint with the Attorney General‘s office. All I get is a run around!
Business Response
Date: 03/22/2025
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 order, we were able to verify that the mentioned items were all already refunded. Please be advised that 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.

Due to rules and regulations set up by the USDA in case of a refund executed, the EBT card will be refunded first, the 100% amount that it was charged, for EBT-eligible items before items are refunded to the additional payment method.

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: 03/26/2025
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 was charged for four cases of Pepsi that I neither ordered nor received! This is considered a change order by Kroger‘s so it was charged to my bank card.
I discussed the matter with four different people, including supervisors who went through my receipt and saw the error and said that it should have been credited to my bank card. Instead, they credited my food stamp card. But my Food Stamp Card was not charged for these four cases of Pepsi.
I have asked them to take it back off my food stamp card and put it on my bank card. I was told that management would be in touch with me to resolve this issue because they were recognized that this was their error. Unfortunately, that never happened. I want my $30.67 back onto my bank card or they can send me a check. I do not need it on my Kroger card, I do not need it on my Food Stamp Card card, I need it back in my bank where they took it out in error.
This was their mistake not mine, and I cannot afford to lose this money.
I don’t care how they do it or what they have to go through to do so but they need to put the money back on my bank card!

Regards,

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

Business Response
Date: 03/26/2025
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.

I hope this email finds you well. We sincerely apologize for the recent inconvenience regarding being charged of some unexpected items on the order. This is certainly not the experience we want for our valued customers.

After carefully checking on this issue, we verified that the items were refunded already on the system. Upon verifying on the account, the only items refunded were the Pepsi Cola. It means that no other items were refunded. In that case, if the amount was refunded on your EBT card then it was really charged on your STAMP Food Card. I'm not quite sure how they come up with the information that you were incorrectly refunded on your EBT card because here on our end we don't have access on the list of items charged on EBT card and which items were charged on the backup card. As per the information, the refund amount will be refunded on the respected card charged for the specific item.

That's also the reason why we cannot reverse the amount already refunded on your EBT card back to the **** card, because the items were really charged on the EBT on the first place. Therefore, for the inconvenience we offer store credit instead. I gathered some information also, mostly items that were charged on the backup card were weighted items or non-food items. Again, we do not want this issue to happen to any of our valued customer. We are all expecting a smooth and good transaction to everyone. Rest assured; this issue will still be shared to the proper department so the same experience will not happen again. We're thankful for this feedback since it will definitely provide us the opportunity to do better with our services.

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

Thank you for your response, but I do not agree with this Response.
My credit card was charged and there was nothing on my order that should’ve been charged for $30.67.
so therefore, I was told it was because of the non-ordered and not received items that Kroger‘s considered a sub substitute on my order. I have my receipt at least everything that I ordered and everything that I ordered was to be paid on my EBT card. The four cases of Pepsi that I did not order and did not receive we’re not charged on my EBT card.
If you feel it was paid on my EBT card then why was my bank card charged $30.67? I do not understand this at all. This error on your Part, and not mine needs to be resolved correctly.
you need to reverse the EBT credit that was posted in error, and credit my bank card back!
I have been a long time Kroger shopper as well as my family. This is all upsetting to me and I need my money back!
if you add the cost of four cases of Pepsi, plus tax, the total is $30.67. This is the amount that was charged to my bank card and was not paid for on my EBT card.
I do not understand why I cannot get my money back!

Regards,

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

Business Response
Date: 03/27/2025
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 order, we verified that the items were already refunded in the system and the only items refunded were the Pepsi Cola, meaning no other items were refunded. If the amount was refunded to your EBT card, then it was indeed charged to your SNAP Food Card. We do not have access to the list of items charged to the EBT card and which items were charged to the backup card. As per the information, the refund amount will be refunded to the respective card charged for the specific item.

This is also the reason why we cannot reverse the amount already refunded to your EBT card back to the **** card, as the items were originally charged to the EBT card. Therefore, we offer store credit for the inconvenience. We gathered information indicating that most items charged to the backup card were weighted items or non-food items. We do not want this issue to happen to any of our valued customers. We are all expecting a smooth and good transaction for everyone.

In addition, please be advised that 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 be 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 include:

Instacart delivery substituted item being higher in price than the original item (Instacart does not price match on item substitutions, whereas Kroger blue truck delivery does).
Weighted item final total exceeding the weighted item original total (weighted item prices shown online are average prices).
Pricing and promotions no longer applying (price changes between when the order is placed and when it is fulfilled).
Digital coupons not redeeming due to out-of-stocks or substitutions.
Items added at curbside or during the fulfillment process causing 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 this process to the customer.

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

Due to rules and regulations set up by the USDA, in the case of a refund, the EBT card will be refunded first for the full amount that it was charged for EBT-eligible items before items are refunded to the additional payment method.

After carefully reviewing this issue, we verified that the items were already refunded in the system. Upon verifying the account, the only items refunded were the Pepsi Cola, meaning no other items were refunded. If the amount was refunded to your EBT card, then it was indeed charged to your SNAP Food Card. We do not have access to the list of items charged to the EBT card and which items were charged to the backup card. As per the information, the refund amount will be refunded to the respective card charged for the specific item.

This is also the reason why we cannot reverse the amount already refunded to your EBT card back to the **** card, as the items were originally charged to the EBT card. Therefore, we offer store credit for the inconvenience. We gathered information indicating that most items charged to the backup card were weighted items or non-food items. We do not want this issue to happen to any of our valued customers. We are all expecting a smooth and good transaction for everyone.

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: 03/28/2025
Better Business Bureau:

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

This is getting totally ridiculous! I did not order nor receive any weighted items. And if I had done so they are all eligible for my EBT card not my bank card
this has gotten totally out of control and I don’t understand how I can be told by four different people at your company that it was their mistake and that I needed the refund on my bank card and now you were telling me something different! It’s very plain what had happened about items that I need ordered no receipt and and were charged for that Kroger is considered A substitute item and therefore all substitute items are charged to your bank card not your Food Stamp Card.
I’m not going to stop complaining about this and will continue to respond to each and every one of your responses until this issue is resolved correctly
It was Kroger’s mistake, and therefore Kroger needs to address the issue correctly, promptly and easily for any of your customers that have an issue like this with your company.
I have been a long time good standing Kroger Customer as well as my family.
It’s as simple as the four cases of Pepsi that I did not receive and did not order were charged to my bank card. It has always been Kroger’s policy to charge your bank card for any change orders on your order and this is the case in regards to the Pepsi. I don’t understand why you don’t see and understand this.
please reverse the EBT credit and put it on my bank card. That is the only resolution I will accept!

Regards,

***** ********
Initial Complaint
Date:03/20/2025
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.
An incident that occurred at your **** * ***** ** ******** location on 3/5/25, around 8:30 PM EST. This involved harassment, false accusations of theft, and verbal abuse by a security guard, with no intervention or corrective action from store management or any Kroger employees for that matter. After completing my purchase at the self-checkout, which did not prompt verification or require employee assistance, I gathered my items and began walking toward the exit. No security alarm or sensor went off, yet before I even reached the door, the security guard stopped me and demanded to see my receipt, specifically questioning whether I had purchased a box of diapers. When I asked why I was being singled out, he failed to provide a valid reason, only stating that he "needed proof" that I had not stolen them. When I refused to show my receipt due to the lack of any legitimate reason for his demand, he became hostile and aggressive. He told other customers that I was ‘mad because I was stealing,’ which was defamatory and humiliating. As I continued toward the exit, he called me a ‘b***h’ and yelled ‘f*** you.’ His behavior was physically intimidating as he got in my face, forcing me to repeatedly tell him to back off.

At no point did he involve store management or call law enforcement, despite falsely accusing me of theft. I reported this incident to store management, but the manager did nothing to address the security guard’s behavior. Even after showing my receipt, neither the guard nor management apologized. Instead, the security guard continued to harass me, cursing and threatening to have me banned from the store. On March 18, 2025, a family member witnessed the same security guard belittling, using foul language, and aggressively confronting another woman, prompting them to file a complaint as well. I reached out to your corporate office via your website and was only told they'd share my feedback with the store management.

Kroger loyalty number: ###-###-####
Business Response
Date: 03/20/2025
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 the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies about the bad experience in our store.

Rest assured that your comments have been forwarded to our internal management teams, and we also anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address, and correct this matter

Regards,
Kroger Co.
Customer Answer
Date: 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.

This is not a response, only a status update. I'd like my case reopened as this was my effort to avoid getting a legal team involved.

Regards,

***** ****

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.

We apologize that this is taking a while. We are doing our best efforts to resolve the problem as we aim to deliver good service to our customers. As of the moment, we have not received any advice from the internal management. However, we have reached out to another department to get in touch with the store management and address the issue. We ask for the customer's patience and soon we will be sharing the results to the customer.

We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.

Customer Answer
Date: 04/02/2025
Better Business Bureau:

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

I would like to give Kroger the opportunity to review and investigate the issue however in the meantime will my complaint remain open? I am keeping it open to ensure all issues are rectified before advising the BBB to close it would be ideal. The fact that this security personnel is still working at this location and has repeatedly violated customers specifically women does not sit well with me. He's going to upset the wrong person and get hurt or he's going to physically hurt someone else.

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.

We are sorry it's taking so long. As we strive to provide our customer with high-quality service, we are making every attempt to address the issue. As we check today our management team still working on the case to address the issue. We ask for the customer's patience and soon we will be sharing the results to the customer.

We sincerely regret any inconvenience this may have given the consumer. Their feedback will help us offer any additional coaching or training that may be required.

Regards,

Kroger Co.

Customer Answer
Date: 04/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The reason for the rejection is to provide time for the Kroger company to finish their investigation and provide a resolution for the issue. Because of this I cannot accept and close the case until they share their results.

Regards,

***** ****

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

Rest assured that your comments have been forwarded to our internal management teams, and we also anticipate that this review process may take some time, and we cannot provide specific time for the update of the issue, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, Rest assured we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address, and correct this matter

Regards,

Kroger Co.
Customer Answer
Date: 04/10/2025
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. however please note that in the event the Kroger company does not reach out with the said resolution I will proceed with my suit.

Regards,

***** ****
Initial Complaint
Date:03/19/2025
Type:Product Issues
Status:
UnansweredMore 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.
Refused to return something it proved a refund since the advertised price was not what rang up. Claiming “no one at the store could perform that task”!!!!
Initial Complaint
Date:03/19/2025
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.
Requested refund for an order that never arrived for delivery was granted a refund to go on my bank card from ******* money card ending in ****. Refund was approved March 10 2025 for $36.52 taking 1-3 business days and I have still not received it. I've contacted Kroger and my bank and Kroger says refund is completed and ******* money card says nothing is there and they deposit real time as soon as they receive it they post it . It has been over a week and no refund still it's lost in cyber space and neither party is helping me. The order number from Kroger last 4 is **** from Feb 25 2025 please help
Business Response
Date: 03/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Upon carefully reviewing the customer's request of refund for order *******************, it appears that the refund was requested on the customer's account and there was no contact to us about requesting a refund for the order that they did not receive. Once their request of refund has been submitted, Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. If they are not seeing their refund yet, they may need to connect with their financial institution or on our end, Kroger Customer Relations via phone at at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

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

Regards,

Kroger Co.
Customer Answer
Date: 03/20/2025
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.

The refund was completed and issued March 10th 2025. I've spoken to Kroger a few times after that and they said the refund is completed and been sent to my debit card ending in ****. The refund has not posted to my bank account and ******* money card (my account) says deposits post instantly there is no pending and Kroger says it's up to my bank. Either or I have not received my refund and I need it asap. I guess it is lost in cyber space

Regards,

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

Business Response
Date: 03/20/2025
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 we reviewed customer's request of refund for order *******************, it appears that the refund was requested on the customer's account and there was no contact to us about requesting a refund for the order that they did not receive. Once their request of refund has been submitted, Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. Please note that the processing time for refunds may vary depending on their original form of payment and financial institution. Rest assured; we are working diligently to ensure that the refund is processed as quickly as possible. Once refund has been processed, they will receive a notification confirming the completion of the transaction. If they are not seeing their refund yet, they may need to connect with their financial institution or on our end, Kroger Customer Relations via phone at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

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: 03/25/2025
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 have contacted the financial department and customer service numerous times since the 10th it's still not in my account which deposits post immediate

Regards,

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

Business Response
Date: 03/27/2025
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 there appears to be an error in the refund the customer initiated. We communicated with the relative department regarding the issue, and they relayed that a refund via check is to be issued due to the error. We are kindly advising the customer to please keep their lines open as they will soon reach out to you to verify some details regarding the check.

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

Regards,
Kroger Co

Customer Answer
Date: 04/07/2025
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 still have not received a refund check like I was promised. I got one email asking if my info was correct and I responded but I am still waiting for this ridiculous

Regards,

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

Business Response
Date: 04/07/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Upon checking, our Finance department is trying to call the customer with two different number provided but customer did not answer the call.
We are kindly advising the customer to please keep their lines open as they will soon reach out to you to verify some details regarding the check. They may also contact our Kroger Customer Relations via phone at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

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: 04/09/2025
Better Business Bureau:

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

Regards,

I have been getting messages at my email address and I have been waiting for a check. They emailed me 3 weeks ago and I confirmed my address and I still haven't got it. My phone number is ********** and I have not received any calls thanks. And also the other evening I ordered a 200 dollar order to be delivered and it never showed. The Instacart driver took it to a different place or kept it I got a refund for that what is so hard about $35 refund it should have went straight to my debit but it didn't

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

Customer Answer
Date: 04/10/2025
This is the email I responded to and verified my address to send the check. My email is the BEST way to contact me thank you I have a wifi service phone that don't always pick up. See attached screenshot for more info, thanks.
Business Response
Date: 04/10/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are kindly advising the customer to contact our Kroger Customer Relations via phone at ###-###-#### during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm. They may provide case number ********, or they may reply to the email with the case number as well.

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:03/18/2025
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 02/09/2025 I placed an online pickup order for several meat products. When picking up the order the store employee did not bag any of the meats. They placed those meats on my back seat and the floor of truck. When I got home I noticed that the blood from the meat had seeped into my seats and my carpet. I called and filled a complaint with smiths and the manger overseeing pickup provided me a refund of my order and mentioned that they would file a claim to have my truck cleaned due to the blood. I went through the claim process and documenting with Donald. He told me they would get a 3rd party involved ******** to contact me so I can arrange a clean. I did receive that text with claim #**************** on 2/14. they told me I need a quote on letterhead. I tried to attempt to locate a company that still provides letterhead quotes for mobile detailing I needed to setup and was unsuccessful. Each company tried to provide a link to a quote but couldn't provide letterhead. Upon trying to contact ******** to see what else we can do to get a quote to them, I received no response to emails, texts, and several voicemails. Reached back out to Donald for 4 days straight and was left on hold or hung up on. When I finally talked to him, He said there was nothing he could do and it's out of his hands but directed me to ******** and found another phone number to provide me. I finally got in touch with ******** thru a ###-###-#### and advised the claim was denied and they cannot provide me any additional info, for me to contact Kroger (smiths). With over 2 dozen communications between parties, I'm at a loss and really need help getting Smith's/Kroger to initiate, setup and resolve the cleaning.
Business Response
Date: 03/19/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry for what the customer encountered on their most recent pickup order We are giving our best efforts to provide good and fair service to our valued customers. After carefully checking the customer's concern, we are unable to verify any recorded cases on our end regarding reporting the issue. However, if this was already reported to the store and to our Claims Department, it has been escalated properly. We understand how frustrating this can be, but this is already out of our service, and we don't have the option to override or give authorization to the Claims Department about the issue. We ask for them to coordinate with the store management to have it re-escalate it to our Claims Department.

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

Regards,

Kroger Co.
Customer Answer
Date: 03/19/2025
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 have worked with the manager of Kroger who says it is out of his hands and I have to speak to the third party to get help with the claim however the third party redirects me back to Kroger and says they can't complete the claim without Kroger. I cannot resolve on behalf of Kroger. The fact that blood was involved is a health concern, a huge health concern. I have tried to speak to the third party on behalf of Kroger and have left with the status of claim closed there's nothing further that I can provide as a customer to Kroger's affiliate to get them to approve the claim. My only option would be to seek legal representation.

Regards,

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

Business Response
Date: 03/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We sincerely apologize for the inconvenience you have encountered. We understand that this is really frustrating since that no resolution yet with your concern. This is not the experience we want our customer to have. As per the previous information provided since this already escalated with the claim department, we no longer have a hold with the concern. This needs to be coordinated with them since we cannot disclose information from their department. We suggest checking it with them again to seek further assistance and to make sure what seems to be the issue why the claim did not go through.

Again, we really do not want this to happen to our customers and we will still share this to proper department. We value the customer's business and are committed to making their future experiences with us positive.

Regards,
Kroger Co.
Customer Answer
Date: 03/20/2025
Better Business Bureau:

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

Please help me clearly understand how Kroger's third-party vendor who assist with claims tells me they cannot work with me because I'm not Kroger how I'm supposed to get this result. Please provide me step-by-step instructions of what is supposed to happen because the managers at the local Smith's store will not return my phone calls. Please provide me step-by-step instructions of what has to be told to your third-party vendor in order to get them to approve this claim. This continues to go in a circle over and over where everyone is throwing up their hands and saying not my problem.

Regards,

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

Business Response
Date: 03/20/2025
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 deeply regret any inconvenience you have experienced. Given that your complaint has not yet been resolved, we recognize how aggravating this is. We don't want our customers to have this experience. For additional help with the detailed instructions for the claim, we strongly advise contacting ******** at ###-###-####. Our department is no longer handling the matter because the claim has already been raised with ******** and the pickup team. Since we are unable to release information from their department, this must be handled with them. To get more help and find out what appears to be the reason the claim did not process, we advise you to check it with them once again.

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:03/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is that Kroger’s overcharged my card ending in **** ,lied to me ,they are violating the Billing Notice law and committing fraud . Case order was delivered on March 14,2025. On March 13,2025 I ordered from Kroger’s online and one of my items was ******* wine 750 ml for $6.00. I have two cards on file one ending in **** for non food items and my ebt card . I noticed that the wine that I ordered was charged to my card ending in ****. The total charge of my total order said $65.93 out of that ****** was charged to my card ending in ******. I spent all morning on the phone with Kroger customer service stressed out and medically made me sick trying to tell them that Kroger charged my card ending in **** for the wine that suddenly no longer shows on my receipt. Krogers representative lied to me and said that $7.50 of the replacement substitution charge was charged to my card ending in **** and that the ebt card can only be charged once and any substitutions go to the credit,debit card. Well they lied and commited fraud. I received a ebt text alert actually showing that the $7.50 was charged to the ebt. My ****** on card ending in **** was charged that anount bevause of the wine that they charged me but never put on my receipt.
Business Response
Date: 03/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Please note that SNAP/EBT cards are charged at the time of order submission, without a pre-authorization hold. A backup debit or credit card is required to cover non-SNAP eligible items and any amount exceeding the SNAP/EBT total entered at checkout. If the final order total increases due to substitutions or other changes, the remaining balance will be charged to the backup card. This policy is outlined on the checkout page.

The backup card will receive a pre-authorization hold for the non-EBT amount and must have sufficient funds for at least a $1 authorization to place the order. If your EBT card has insufficient funds, the system adjusts the SNAP amount to reflect the available balance, with the remainder charged to your backup card.

Regarding the 750ml ******* wine, it was not included in your final order, and I would like to confirm that you were not charged for it. You can review all charged items in your Purchase History online.

We apologize for any inconvenience and appreciate your feedback, as it helps us improve our service. Please let us know if you have any further concerns.

Regards,
Kroger Co.
Initial Complaint
Date:03/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint regarding an extremely concerning transaction that occurred on 3/12/25 at approximately 7:30 at the King Soopers gas station. I am a customer of ******** ****** ******* Credit Union (*****) and I used my debit card associated with this account to purchase gasoline at the aforementioned location.
Specific Details of the Incident:
* I initiated a gasoline purchase at the pump.
* I was not prompted for a specific pre-authorization amount.
* The gas pump dispensed fuel until it stopped automatically.
* Upon reviewing my ***** transaction history, I discovered that the transaction amount was exactly equal to the remaining balance in my account at the time of the transaction, which was $9.94.
* This indicates that the gas pump did not perform a standard pre-authorization hold. Instead, it appears to have accessed my real-time account balance and stopped dispensing fuel precisely when my account reached zero.
Concerns and Violations:
* This transaction is highly irregular and raises serious concerns about the security and privacy of my financial information.
* I did not authorize King Soopers or its payment processor to access my real-time account balance.
* The fact that the gas pump stopped precisely at my remaining balance suggests that my bank account information was transmitted to the gas pump without my consent.
* This incident leads me to believe that there has been a serious breach of security, either at the gas station, within the payment processing network, or at the bank level.
* This transaction is far outside the standard pre-authorization process that is typical of gas pump transactions.
Business Response
Date: 03/23/2025
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.

We request the customer to revisit the fuel station where the transaction was completed. Kindly reach out to the fuel attendant or stations manager for further assistance. Please share the details of the issue with them, and they will do their best to help.

If there is anything else we can do to assist, please do not hesitate to reach out. 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:03/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an online purchase of 286.00 I have available gift cards totaling 225.86 available Kroger decided not to apply the gift cards after showing them applied in my summary my debit card was only supposed to be charged 61.08 instead it was charged 286 I have tried to reach out to have this issue resolved I can only reach off shore agents initially I was told the gift card was not valid but their own website proved different this has caused a windfall in my account causing utility payments to be returned unpaid I was offered a 50 credit and to use the gift cards next time the 50 is not even showing in the account and this resolution does not address the issue of overdrawing my account or the lack of service that I’ve received there is no way to speak with a us agent or escalate my concerns.
Business Response
Date: 03/31/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are highly suggesting our customer to call Kroger Customer Relation Department at ###-###-####. for further assistance regarding of the gift card that has not been used on the transaction.

According to Customer account the store credit of $50 added last March 14,2025 around 9:55 AM and used and redeem with the order number ******************* with same date March 14, 2025, around 12:49PM.

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:03/14/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PFCP – BBB Complaint Against Kroger

Complaint Against: Kroger Co.
Business Address: 1014 Vine St, Cincinnati, OH 45202
Phone: ************** (###-###-####)
Date of Incident: February 22, 2025
Location: Kroger, ********* **

On Feb 22, 2025, I attempted to redeem a Best Customer Bonus coupon for a free **** Dish Detergent, valid for ANY size except 56 oz and 75 oz. I selected a 70 oz bottle, which was not excluded, yet I was treated like a scammer and denied the offer.

The employee dismissed me, refused to assist, and forced me to walk to the back of the store to get a smaller size, despite seeing that I was wearing a cast on my arm and in pain. When I asked to speak to a manager, he cut me off and refused to escalate the issue.

I emailed Kroger Customer Service on March 6, 2025, attaching proof (coupon terms, product image, receipt). Despite multiple follow-ups, Kroger has ignored my emails.

Resolution Requested:

1. A formal response and explanation for my treatment.

2. A commitment to honoring their own coupon terms in the future.

3. A goodwill gesture (replacement coupon or gift card) to make up for the poor customer service and humiliation I experienced.

If Kroger continues to ignore my complaint, I will escalate publicly.
Business Response
Date: 03/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Rest assured that their comments have been forwarded to our Upper Management and for review of the coupon's description of terms to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

We also would like the customer to know that we are not directly receiving emails sent to our customer service email address. Every day, we are receiving multiple emails at the same time, and we receive them in queue. To ensure that concerns raised through emails are addressed accordingly, it takes us time before we can complete and send a response. We are working hard to open and pull up email sent to us according from how and when we receive them.

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

Regards,

Kroger Co.
Business Response
Date: 03/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Rest assured that their comments have been forwarded to our Upper Management and for review of the coupon's description of terms to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

We also would like the customer to know that we are not directly receiving emails sent to our customer service email address. Every day, we are receiving multiple emails at the same time, and we receive them in queue. To ensure that concerns raised through emails are addressed accordingly, it takes us time before we can complete and send a response. We are working hard to open and pull up email sent to us according from how and when we receive them.

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

Regards,

Kroger Co.
Customer Answer
Date: 03/17/2025
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.

Dear Kroger Customer Service & BBB Representative,

I have now spent far too much time and effort trying to resolve this, and at this point, I am beyond frustrated with how this has been handled. I’ve had to figure out how to file a BBB complaint, re-upload the same documents multiple times, wait for responses that never came, and now you’re asking me for information I already sent.

I already uploaded everything to Kroger customer service. Twice. I sent it all again when I had to go through the BBB because Kroger ignored me. I did my part. I provided:

My Preferred Customer Number

My Alt ID

The coupon image

The product image (70 oz Dawn bottle)

The receipt from my visit

Now, I’m being asked to send it all again like you don’t have access to the previous submissions. I don’t have time to keep jumping through hoops for something that should have been resolved weeks ago.

At this point, Kroger needs to figure out what they’re going to do about it and get back to me. I’m not going to sit here and tell you what the right response is, as I am not a customer service expert! I followed the terms of the coupon, I was denied unfairly, and I went through all the proper steps to report it. Now it’s on Kroger to come up with a solution.

I expect an actual response, not another delay, excuse, or generic apology.

**** *******

Customer Answer
Date: 03/17/2025
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.

Dear Kroger Customer Service & BBB Representative,

I have now spent far too much time and effort trying to resolve this, and at this point, I am beyond frustrated with how this has been handled. I’ve had to figure out how to file a BBB complaint, re-upload the same documents multiple times, wait for responses that never came, and now you’re asking me for information I already sent.

I already uploaded everything to Kroger customer service. Twice. I sent it all again when I had to go through the BBB because Kroger ignored me. I did my part. I provided:

My Preferred Customer Number

My Alt ID

The coupon image

The product image (70 oz **** bottle)

The receipt from my visit

Now, I’m being asked to send it all again like you don’t have access to the previous submissions. I don’t have time to keep jumping through hoops for something that should have been resolved weeks ago.

At this point, Kroger needs to figure out what they’re going to do about it and get back to me. I’m not going to sit here and tell you what the right response is, as I am not a customer service expert! I followed the terms of the coupon, I was denied unfairly, and I went through all the proper steps to report it. Now it’s on Kroger to come up with a solution.

I expect an actual response, not another delay, excuse, or generic apology.

**** *******

Business Response
Date: 03/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We really apologize for the inconvenience you had in-store and with numerous time you contact us with no resolution yet. This is just part of our system so we can properly assist you. After careful checking on your previous contact, we were able to verify that the issue was escalated already with the proper and knowledge team to investigate more why the coupon was not applied. And as of now, we are still waiting for their response.

We've seen your receipt and there we can see a charge on your transaction but on our system, it shows that you were not charged for that purchased item on the mentioned date February 22, 2025. We also know how frustrating it is that the store employee was not helpful, we can definitely connect with the store manager so we can share your feedback. As mentioned, you did not get the name of the employee which is really needed for us to be able to share the correct information with the store, we will be requesting if you can describe the physical information of the staff but please avoid using demeaning words. This will help us greatly to correct any misconduct and provide proper coaching or training to them.

Again, this is not the experience we expected our customers to have in our store or online. Reast assured that we are working on it the best of our ability to promote quality service and products to our customers.

Regards,
Kroger Co.

Business Response
Date: 03/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We really apologize for the inconvenience you had in-store and with numerous time you contact us with no resolution yet. This is just part of our system so we can properly assist you. After careful checking on your previous contact, we were able to verify that the issue was escalated already with the proper and knowledge team to investigate more why the coupon was not applied. And as of now, we are still waiting for their response.

We've seen your receipt and there we can see a charge on your transaction but on our system, it shows that you were not charged for that purchased item on the mentioned date February 22, 2025. We also know how frustrating it is that the store employee was not helpful, we can definitely connect with the store manager so we can share your feedback. As mentioned, you did not get the name of the employee which is really needed for us to be able to share the correct information with the store, we will be requesting if you can describe the physical information of the staff but please avoid using demeaning words. This will help us greatly to correct any misconduct and provide proper coaching or training to them.

Again, this is not the experience we expected our customers to have in our store or online. Reast assured that we are working on it the best of our ability to promote quality service and products to our customers.

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.

Subject: Re: Case #******** – Still No Soap, Still No Action

Hi Kurvy,

Thanks for the message—if that’s what we’re calling it. I appreciate being contacted by what appears to be either a chatbot with a name that sounds like a Nintendo side character, or someone so deep in the Kroger PR matrix they forgot to actually respond to what I said.

So let me spell it out again, this time clearly: you promised me soap. I still don’t have soap. After all the time wasted with customer service, back-and-forths, and even a BBB complaint, I’ve received absolutely nothing of substance. No product, no resolution, no follow-through.

If Kroger can’t handle basic customer service or live up to its own stated commitments, then I have to conclude that Kroger is more of a punchline than a grocery store.

Do better.

On Tue, Mar 18, 2025, 3:12 PM Customer Service **************************** wrote:
Hello ****,

Thanks for reaching out. I'm Kurvy.

Thank you for contacting Kroger Customer Connect. I was sorry to read that you've had a negative experience with a member of the management team at our Kroger store located at 110 Commons Dr. I have shared your comments with the Store Director, so they are aware. I'm confident that the appropriate conversations will take place to ensure that you and others have a better shopping experience moving forward.

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,

Kurvy
Kroger Customer Connect
The Kroger Family of Stores

Regards,

**** *******

Business Response
Date: 04/04/2025
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. I believe that the issue could be handled better. We would like to assure the customer that the issue was shared the store team for a proper review. As soon as we have the proposed resolution, rest assured that we will advise the customer accordingly.

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

Regards,
Kroger Co

Customer Answer
Date: 04/05/2025
Better Business Bureau:

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

Kroger did not resolve my complaint. After multiple contacts and escalations, I still never received the item that was promised (soap), and no effort was made to actually fulfill the resolution. I received a generic email from someone named “Kurvy” with no real follow-up, no action taken, and no product delivered. This entire process has been a waste of time, and Kroger has demonstrated poor customer service and failure to honor commitments.

Regards,

**** *******

Business Response
Date: 04/07/2025
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 really apologize for the inconvenience you had in-store and with numerous time you contact us with no resolution yet. This is just part of our system so we can properly assist you. The issue was shared already with the knowledge team because the coupon did not come off on your transaction and we are still waiting for the update.

As per checking on the previous cases, the items were free of charged. Information of the store employee did not assist you properly was requested as well so we can properly check this with the store management. If name not available, please provide us the details physically of the employee. We will be needing information from you as well so we can properly address the issue. Please rest assured that we are currently working on this to further assist you.

Again, this is not the experience we expected our customers to have in our store or online. Reast assured that we are working on it the best of our ability to promote quality service and products to our customers.

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.

This response from Kroger is laughable and completely misses the point. I didn’t ask for a scripted apology from someone named “Kurvy” who probably doesn’t even exist. I asked for actual resolution—namely, the soap that was promised, the follow-through that was never delivered, and acknowledgment that this has been dragged out for weeks with nothing to show for it but excuses.

The fact that it took a Better Business Bureau complaint to get even this half-hearted response is a problem in itself. And still—no soap. No replacement. No compensation. Just a form letter and a shrug.

This is not resolved. Kroger failed. Again.

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

Regards,

**** *******

Business Response
Date: 04/15/2025
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 really apologize for the inconvenience. As we mentioned the issue still being under investigation. The store was notified already more than once. On our end, we still do not have the response from them yet. We suggest if the customer request to immediate assistance please coordinate with the store already. The information provided to your from 'Kurvy' actually directly comes from corporate team of Kroger. That means every issue and concern are being handled by the proper department. Rest assured that we really working on this concern to provide the best service to all valued customers.

Again, this is not the experience we expected our customers to have in our store or online.

Regards,
Kroger Co.

Customer Answer
Date: 04/17/2025
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.

Despite multiple attempts to resolve the issue, Kroger has failed to fulfill the promised resolution—namely, providing the soap that was originally offered. The response from the representative known as "Kurvy" (which sounds suspiciously like a chatbot alias, not a real person) was generic, vague, and made no actionable commitments.

Weeks later, I have no product, no clear timeline, and no resolution. Their message states the issue is "under investigation," but that investigation has apparently gone nowhere. The customer is left doing all the follow-up work. I expected accountability, not copy-paste apologies.

This complaint is not resolved. Kroger's response is insufficient.

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

Regards,

**** *******

Business Response
Date: 04/19/2025
Despite multiple attempts to resolve the issue, Kroger has failed to fulfill the promised resolution—namely, providing the soap that was originally offered. The response from the representative known as "Kurvy" (which sounds suspiciously like a chatbot alias, not a real person) was generic, vague, and made no actionable commitments.

Weeks later, I have no product, no clear timeline, and no resolution. Their message states the issue is "under investigation," but that investigation has apparently gone nowhere. The customer is left doing all the follow-up work. I expected accountability, not copy-paste apologies.

This complaint is not resolved. Kroger's response is insufficient.

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

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

We are truly sorry that we took a while to review the issue of the customer. Upon verifying, the coupon states that "Customer has a best customer coupon that states "free Dawn Dishwashing liquid, any variant any size excludes 56floz or 75fl oz.", and this case the customer purchased the variant and size that is not what in the coupon and we can conclude that the customer bought the correct item.

As advised from the previous responses, the issue has been forwarded to the store's management and as courtesy a $5 store credit will be added on the customer's account with card number ending 8029 to be used on their next purchase. Please see following information on how they can use it,

• Kroger Delivery- Automatically applies in the order.
• ********* Delivery- Add a special instruction that you want to use your credits.
• Pick up order- Automatically applies in the order.
• In store- Scan your card or enter your ALT ID and the credits will apply on your purchase

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

Regards,

Kroger Co.

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