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.
543 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:12/04/2022
Type:Product 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.
11/28/2022 went to Kroger to return beer. Came across two manager both of whom said that beer was not returnable. On your website beer is returnable ******************************************** Return of Tobacco, Beer, Wine and Alcohol is governed by local law

When Thomas was notified that **** allows returns in *****. He condescendingly replied “what’s ****?” How does a manager of a supermarket not know who ***** Alcohol and Beverage Commission is?
Per **** on their twitter:
************************************************************************************ Your policy does not state that store discretion trumps local law. So by your policy the beer is returnable.
Please let me know when is a good time to return to the store after the managers are educated so that I may return these unopen beers that I have a proof of purchase (receipt).
Business Response
Date: 12/12/2022
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: 12/12/2022
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 am rejecting the response because I am waiting on them to contact upper management. I will be waiting for a resolution. This was not a resolution offer.

Regards,

******* *****
Business Response
Date: 12/23/2022
We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer was contacted directly and the customer's concern has been resolved. We appreciate the assistance of the BBB.
Regards,
Kroger Co.
Customer Answer
Date: 12/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****
Initial Complaint
Date:12/02/2022
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.
Their website won't let me sign on to my account. After spending a total of over 1 hour and 15 minutes in 2 days on virtual chat and phone calls, giving them my type of computer, operating system, re-installing Google chrome and giving them the version of Chrome and giving them my IP address, then doing numerous different task on my computer as they directed me. I still have no access to the website. I order prescriptions on their website, so I can't do that nor load ant coupons to my account. When I did the chat on 11/30/22, the person filed an incident report and gave me a $15 store credit. While I was waiting for her to do something, I opened another window and was able to access the account, so we thought the problem was fixed. Now I can't even get on the website to chat or do anything. It won't let me change my password, when I click the "FORGOT PASSWORD" link. When I finally did get it to send me an email, instead of letting me enter the code, it just keeps telling me to sign in and the message is the the same :WE ARE EXPERIENCING PROBLEMS WITH YOUR SIGN IN. PLEASE DISABLE ANY POP UP AD BLOCKERS AND TRY AGAIN". I have done everything they told me to do, numerous times and it still won't give me access. I tried to create a new account, to no avail. The first person I was on the phone with today was actually trying to help, but then his phone was disconnected. The next 2 people kept lying to me and I couldn't understand half of what they said, due to their accent. The second person said he was connecting me to someone in the United States, but after being on hold for over 10 more minutes, I was connected to a lady whose accent was so bad I could hardly understand her. I ask what country she was in, because I had been told I was being connected to a USA representative, and she said she was in the Philippines. I told her that I wanted to speak to someone in the United States and she said Kroger has no USA representative. She said she couldn't give me a date
Business Response
Date: 12/14/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input. I apologize for your recent experience. Upon review, I see your issue is under review. In the meantime, please see the following steps.
How to Use Incognito Mode
Chrome Computer
1. On your computer, open Chrome.
2. At the top right, click More More and then New Incognito Window.
3. A new window appears. In the top corner, check for the Incognito icon Incognito.
Android
1. On your Android phone or tablet, open the Chrome app Chrome.
2. To the right of the address bar, tap More More and then New Incognito tab.
3. A new window appears. In the top left, check for the Incognito icon Incognito.
iPhone & iPad
1. On your iPhone or iPad, open the Chrome app Chrome.
2. Tap More More and then New Incognito Tab Incognito. A new Incognito tab open.
Firefox
Click the menu button next to your search bar, then select New Private Window.
Microsoft Edge
You can open an InPrivate window in different ways: Select and hold (right-click) the Microsoft Edge logo in the taskbar and select New InPrivate window.
• In Microsoft Edge, select and hold (right-click) a link and select Open link in InPrivate window.
• In Microsoft Edge, select Settings and more > New InPrivate window.
Safari
In the Safari app on your Mac, choose File > New Private Window, or switch to a private window that's already open. A private window has a dark Smart Search field with white text.
Opera
Once the Opera browser is open select click on “Menu.” This is located on the top-left of your screen. In the drop-down menu, highlight and select “New Private Window.
We apologize for any inconvenience or frustration this may have caused.
Regards,
Kroger Co.
Customer Answer
Date: 12/14/2022
Better Business Bureau:

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

Regards,

**** *****
I have already done everything they suggested for Chrome browser. I did this while online with their customer service representative. Before calling them I had already reinstalled Chrome, as the message on their website told me to do. I followed the instructions of the CS rep and used the incognito window which did not work. If I go to the Kroger.com website, it shows mw as being logged in, but it will block me from going any further with a popup box that tells me that I need to login again for security purposes. When I login it says the login is incorrect. When I click the "FORGOT PASSWORD/" box, (I have not forgot password, but I did this to try and get logged in) instead of sending me a link to login and change password, the popup box keeps popping up and telling me that I have to login before proceeding. This just keeps repeating no matter what I do. I will also note that several times in the past before having this problem, there have been coupons missing from the website, which are in the Weekly Ad. I have searched by Brand, Category and every way possible and the coupon(s) were not there. The CS has manually loaded the coupon(s) at least twice in the past 6 months. As I stated in the original complaint, I have given these unknown CS reps in the Philippines my Chrome operating version, my Operating version of Windows 10, my IP address and my alternate Kroger ID. They already have my Kroger card number and my address and phone number, because they tell me that info has shown on their screen from my phone number that I call from. If I find out that they have used the info they requested to hack my computer or steal my ID, then there will be more than the BBB that they will be answering to.
Business Response
Date: 12/16/2022
Upon review, it seems like a temporary technical issue. during such situations, please wait for some time then try again. If you're still facing any issues, please do the below troubleshooting steps:
1) Ensure internet is working
2) Ensure internet is not behind any VPN to avoid any block on our side
3) Try on different browsers, devices
4) Log out from all devices, Relog in
5) Clear cookies
6) Try on incognito mode as well
We apologize for any inconvenience or frustration this may have caused.
Regards,
Kroger Co.
Initial Complaint
Date:11/29/2022
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.
Cannot reset account password. Tried multiple times over multiple days on both a laptop computer and a mobile phone. Keep getting error messages. Contacted the online "live chat" option and was disconnected by the Kroger reps four times in a row. Decided to call on the phone. No better luck. Hung up on twice. While many companies strive to go above and beyond, it's nice to sometimes find customer service like that of the Kroger Company. The kind that is absolutely, utterly useless.
Business Response
Date: 12/06/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We are sorry that you are experiencing difficulties with our website and we are happy to assist you. Please respond with the exact error message that you are receiving when you are trying to reset your password. We look forward to hearing from you soon.
Regards,
Kroger Co.
Customer Answer
Date: 12/06/2022
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,

*** ********
Customer Answer
Date: 12/08/2022
I stopped at my local Kroger grocery store and the manager was able to help me resolve the issue. The great part is that we were only on the phone for a little over one hour! Why? Because he was hung up on twice! Kroger customer service - once again spectacular.
Initial Complaint
Date:11/28/2022
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 11/21/22 I placed a online order with Kroger to be delivered to my home. The order was 5 small items juice and a bottle of vitamins. Soon after I had a notification that all 5 of my items was sold out. Well the following day I had a pending charge to my bank for $ 167.94 when I logged into my Kroger account I seen a receipt containing 37 items that had been charged to my debit card on file. I contacted krogers support and was disconnected twice. Then on the 3rd attempt I was told it would be reviewed and it would be 7-10 days before any refund would be given. I ask to speak to a supervisor and was told he refused to accept my call. They refused and further assistance and said policy would not allow any quicker solution This has caused me other changes from insufficient returned checks to my bank account and had been a very big inconvenience.
Business Response
Date: 12/05/2022
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: 12/05/2022
Better Business Bureau:

I have received the refund although Kroger wasted 8 days of my time and customer service and customer relations suck I will never use this company again

***** ******
Initial Complaint
Date:11/28/2022
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.
Today, a store employee made a mistake and used my check to pay for another customers' groceries. I was on Self Check number 5 which was register 501 yet she entered my check of $134.50 to pay for her grocery order of $57. The other customer and I waited 15 minutes for help. The Manager was rude in his tone and his responses to help both of us. He told me to come back if I had to return an item. He could not generate a receipt for me because people came after I utilized the register to purchase groceries. Today was one of my worst experiences in Kroger.
Business Response
Date: 12/05/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input. So that we may best address your concern, we will need the store location you are referencing. Please provide the store's address. Once received, we will follow-up.
Regards,
Kroger Co.
Initial Complaint
Date:11/28/2022
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.
Kroger sent two marketing mailings addressed to someone named **** ***** with my home address on it (*** ******* **** *********** ** **********) in August 2022. I contacted their corporate office the same month and requested that they remove this contact from their marketing list or place it on a suppression list. I received a third marketing mailing addressed again to **** ***** in mid-November 2022. I ask that BBB contact Kroger's corporate offices on my behalf, so that they will stop sending mail to my address.
Business Response
Date: 12/05/2022
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: 12/06/2022
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 has not remedied the problem. Forwarding the complaint to a department is not a resolution.

Regards,

***** *****
Business Response
Date: 12/22/2022
I apologize for the delay in responding. The customer issue is still under review. Again, I apologize for the delay. Once completed, we will follow-up.
Regards,
Kroger Co.
Customer Answer
Date: 12/26/2022
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 hasn't removed my contact information from their marketing database(s). This is aggravating. How hard can this be for Kroger to resolve?

Regards,

***** *****

Business Response
Date: 01/04/2023

The customer issue is still
under review. Again, I apologize for the delay. Once completed, we will
follow-up.

Regards,

Kroger Co.
Initial Complaint
Date:11/28/2022
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 made an order with Kroger and it is over an hour late. I called in about the order and she told me the driver cancelled it because he could not find it. I told her it was to be here between 6 am and 7 pm and it is almost 8:21 am. the order still showed out for delivery, and she did not seem to know what she was talking about, so I asked for a supervisor, who said her name was Monique and she was rude. She did not answer my questions, kept interrupting me . I already advised I was calling about my order today. I made one for the 27th which I canceled myself; however, I was not calling about that order, I advised my order was due here between 6 and 7 and the rep said he cancelled it because he could not find it. then the Supervisor said the order is still in delivery- neither of them are on the same page. I advised the rep I wanted my money back since she said it was cancelled, but I logged out of the account and back in and it still shows it is out for delivery. I either need my groceries or need my money back. I advised I put my wheelchair out there to place my groceries in because I don't want them on the ground- that is noted in the instructions. Monique was so rude, I asked for another supervisor.

At this point, I have not my groceries, not do I have a promise my money will be refunded . This is not holding up to the agreement. Give me my money back. If the groceries arrive, I refuse to pay for delivery with the rude experience and due to the fact no one is on the same page.

The rep even went so far as to make an excuse that it is contactless delivery. I said I put my wheelchair out there to place my groceries in - that is contactless. They don't know how to listen and if they stop and listen instead of interrupting, then maybe they could understand.

Since my groceries are not yet here, almost 2 hours later, then I want my total order refunded. This is bad business. customers are how businesses re in business- they need to understand that.
Business Response
Date: 12/02/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input. I apologize for your recent experience. We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. We expect our employees to be attentive, conduct themselves in a professional manner and treat our customers with respect at all times. We are committed to providing you with the most enjoyable experience possible. Your comments provide us the opportunity to evaluate, address and provide coaching as a learning experience for our employees.

Thank you for bringing this to our attention. Upon review, I see two orders cancelled. The orders were for $108.47 and $98.10 on November 27th. I see you were not charged for neither order. We apologize for any inconvenience or frustration this may have caused.
Regards,
Kroger Co.
Initial Complaint
Date:11/27/2022
Type:Billing 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 placed a delivery order after having to talk to 3 different representatives to get my credit to work on my account. Once they helped I was able to place the order and the total was $34.24 (see attached receipt). Today my card was charged $64.24 and the agent told me it was because my credit was not applied until after my delivery. Which is false because I did not place the order until the credit situation was fixed and have the proof that my bank was only charged $34.24. Several agents have hung up or disconnected the chat on me and I am p*****d about this. I want my money back. To complete unauthorized charges on orders that have already been completed is insane and dishonest.
Business Response
Date: 12/09/2022
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: 12/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

************ ****
Initial Complaint
Date:11/26/2022
Type:Sales and Advertising 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.
11/16/22 My wife & I went to Fred Meyer as their 'sale' was enticing for TV purchases. We had 2 in mind, a 50" *** which they had none and weren't getting more so settled on a ***** 50". We talked with the cashier about 'Earn a$20 saving bonus for every $100 you spend on home, apparel or electronics during 11/16/22 to 11/25/22 and redeem ll/26 to 11/29' they were offering. we were told by him that we spent $249.29 we would get $40 savings added to our FM card. We then decided to buy a 65" tv, a soundbar & wireless headphones totaling $509.62 knowing we would get the $20 bonus for every hundred for this receipt as well. I even asked a supervisor helping new cashiers as we checked out about this bonus and was also told it would be given
per every $100 spent in the transaction. We kept looking at our rewards card and never saw rewards for this bonus and called the store today only to find out it is 1 $20 bonus per receipt. I called back and talked to a manager by the name of Cory J******* and was told the same thing. This advertising of such bonus was a very deceitful way to fraud the consumer. Im sure we are not the only ones who were deceived. We received a 'print out' type coupon with our receipts that I have attached. This store needs to be more transparent about their advertising and not defrauding the public. We would like a credit for $40 on the first receipt and $100 credit on the second for this to be resolved.
Business Response
Date: 12/02/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please respond to this email with your 12-Digit Fred Meyer Freddy's card number with the following receipt information:
1. Date of the transaction
2. Time of the transaction
3. Series of numbers after the time
4. Amount of transaction
We look forward to hearing from you soon.
Regards,
Kroger Co.
Business Response
Date: 12/13/2022
Upon review, the 12-digit number provided it not valid. Please provide the correct 12-digit card number for the recent purchase. Once received, we will follow-up on your request.
Regards,
Kroger Co.
Customer Answer
Date: 12/14/2022
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,

***** ********
Customer Answer
Date: 12/15/2022
The card number you requested is * ***** ***** *
the other card involved is * ****** ***** *
Business Response
Date: 01/05/2023

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: 01/09/2023
Better Business Bureau:

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

Regards,

***** ********
Business Response
Date: 01/16/2023
Please provide me the following information off of the receipts:
1. Date of the transaction
2. Time of the transaction
3. Series of numbers after the time
4. Amount of transaction
I will need the above information provided for each receipt. Once received, we will follow-up.
Customer Answer
Date: 01/19/2023
Receipt 1
date: 11/17/22
time: 5:00PM
#after time: *** ** ** *****
amt spent: $509.62

Receipt 2
date: 11/17/22
time: 13:48 PM
# after time: *** *** ** *********
amt spent: $294.29
Business Response
Date: 02/08/2023
This first Fred Meyer card * ***** ***** *, is not in our database.

The second receipt #2 Fred Meyer card #* ***** ***** *, does not have a transaction of $294.29.

I would need other information in order to pull this information, such as the payment method; last 4-digits of the card used.

Regards,
Kroger Co.

Customer Answer
Date: 02/09/2023
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,

***** ********
Card# * ***** ***** *
several purchases: tv $447.99
e-home theatre speaker $39.99
pc headphones. $29.99
tax. $46.62 = total $509.62 with card ending in ****

Other card is red and says’My Freddy’s Rewards’
card #* ***** ***** *
purchased ***** tv $299.99 with $30.00 discount tax $24.30 = total $294.29
visa ending in ****
Business Response
Date: 02/15/2023
Thank you for the information. The customer issue is still under review. Once completed, we will follow-up.

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,

***** ********
Business Response
Date: 02/17/2023
After review, the following credits were added to the Fred Meyer shopping cards ending in **** & ****. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane. Please remind the cashier at the beginning of the transaction that there is a credit on the card. Also, keep in mind that anyone else in your household who may share this account with you will also have access to this credit. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. I apologize for any inconvenience caused. We appreciate the customer's comments. At this time we have addressed their concerns and have nothing further to add.

Regards,
Kroger Co.
Customer Answer
Date: 02/24/2023
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,

***** ********
Initial Complaint
Date:11/25/2022
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a rug dr from the Frys at ******** *** ***** in *****, ******* on 11/24 at 1:30pm for $55. I found out that it didn’t work that morning – the attachment will not attach to the hose therefore I was completely unusable.

All 3 managers insist that I should’ve told them that it was broken before returning it. First, Ashley, made me stand, waiting there for 35 minutes for John, who she insisted had more authority than she did to exchange for the bigger machine, only one left. She said it would be plus $70 to swap it out. I told her that that was unacceptable.

Kelsey showed up and said she would waive the late fee but it was my fault for not calling on 11/25 to notify them the machine doesn’t work. I explained that it’s not my fault - the soonest I could’ve tested it was that morning and I just figured I’d drive it over there to show them it didn’t attach right. I have family members sick with covid. Neither Ashley nor Kelsey were having it, they told me I needed to pay $40 more to rent a working machine or I could come back and talk to Dan. Though, no one had seen him he was “indisposed“.

I told Kelsey, that they can keep my cleaning deposit and that I would write a formal complaint because no one seems to want to consider that I didn’t not get the rental service that I paid for. They were rude about it. I left without any refund or deposit. I returned the machine clean and unused. I told Ashley that it was not refunded, though she told Kelsey it was when explaining the issue to her.

Later, I finally spoke with Dan via phone. Who mentioned that he has no additional authority then Ashley does “we’re both on the same level”. He already knew the story that it was my fault and I should’ve called on 11/24, Thanksgiving, after they had closed. I’m out all of the money and have dirty carpets to show for it.
Business Response
Date: 12/05/2022
Thank you for bringing this to our attention. We want to assure you this was addressed further with our upper management team. A request for a refund has been issued for the customer. I apologize for any inconvenience caused. The customer will received a follow-up call from the store management team.
Regards,
Kroger Co.
Customer Answer
Date: 12/15/2022
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,

***** *****
Please re-open the complaint. I don’t understand what’s missing. No one from frys contacted me.

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