Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:11/22/2022
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 11/14/2022 I ordered some items from Kroger's website with the order number *******************. On 11/15/2022 I received an e-mail from Kroger that the items are being shipped with USPS and the tracking number is **********************. My card was charged for the full amount of the order on 11/15/2022. On 11/18/2022 I checked out the shipment status and it was "USPS awaiting items", which has not yet been changed until today. I contacted with Kroger by filling out their contact form and expressed my concerns about my item not being shipped even if I was charged the full amount. It has been 7 days from the "item shipped" status appeared on Kroger website, but I did not receive anything. Kroger did not return to my contact form requests nor my calls. My items status is still unknown. I started to think that I have been scammed by this company. It is supposed to be shipped from ************* ** which is about a 6 hour drive from where I live, but the items are not coming for about a week. This is not my very first order with them and I shopped in their physical stores in the past but the level of ignorance and not being updated makes me to think there is something shady is happening. I want my money back, or my item to be shipped with the fastest option as possible.
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. 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. Upon review, USPS tracking shows the customer did receive the shipment, 10 days later. I apologize for any convenience caused.
Regards,
Kroger Co.
Customer Answer
Date: 12/05/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and accepted the resolution because the item was delivered when I checked the package room of my apartment building. However, the delivery was a bit unusual. Normally, I receive an e-mail from Kroger when the delivery was completed along with a customer survey. This time I did not receive such a notification. Also, the packaging had no indication for Kroger and was very different than the previous packages I have received from Kroger. It was a white blank package that has no indication of Kroger branding, making me to ignore the package because I was not expecting such one, it was in a crowded package room along with other packages and also did not receive any delivery update e-mail. The delivery time was also unusually long. More than 10 days delivery for a package that has been sent from a place that is 6h drive from my location is very unusual and need an apology.

Regards,

****** *** *****
Initial Complaint
Date:11/22/2022
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.
This complaint is in relation to home deliveries and grocery pickups. I started using these services during the pandemic and started to notice in May of this year, Kroger will continually state items are unavailable (although showing available online and in the app) and offer to substitute with Kroger brands only. I've documented 18 different dates where I've selected name brand items and only been offered Kroger brand as a substitute. When I requested not to have any Kroger brands suggested as substitutes, I am told there are no other brands available leaving me without the item completely. I am concerned Kroger is trying to create a monopoly with their brands and cheating other brands out of revenue. The following brands are consistently affected by this process: Eggo, Frito-Lay, Tropicana, Neutrogena, Ore-Ida, Smartfoods, Clif, Sweet Earth, Simply Orange, Stouffer's, Chex, Picsweet, Lays, Oscar Mayer & Silk. I am a Boost Member and pay an additional $59/year for free delivery services, etc. If an item is truly not available, it should not show up on the website as such. After receiving a denial of these brands on a delivery, I can go right back on the app and add the exact item to my cart. Either this is negligence on the part of the shoppers in the effort to hastily complete the orders, failure of management to perform quality assurance or deliberately done, as I mentioned, in order for Kroger to utilize the service to unfairly promote their own brands instead of competitors.
Business Response
Date: 12/01/2022
hank 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 can assure you that your comments were forwarded to our internal management teams to ensure that we are implementing best practices to ensure the orders are filled properly. We appreciate your feedback and apologize for any inconvenienced caused.
Regards,
Kroger Co.
Initial Complaint
Date:11/21/2022
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 have placed several orders using the pick up service. In the past I would receive calls asking me to pick my groceries up at a later time. This became frustrating so I stopped using the service. I decided to give it a try again-hoping things would be better. It is not. I received a call 15 minutes before my pick up time asking me to come later because my order was not ready. I did not get the message and arrived at my scheduled pick up time. There was no other customers waiting and my order was brought right out-yet Kroger left a message my order wasn’t ready. Todays incident was the final straw. This service is supposed to be a convenience. I placed my order yesterday, Sunday. I scheduled my pick up well over 24 hrs before I planned to pick up. Once again I received a call 15 minutes prior to my scheduled pick up time. I did not get the message. I got there at my scheduled time. This is Monday-Thanksgiving is just a few days away. I placed this order FOR CONVENIENCE as I do not have the time to shop. While waiting in my pick up spot a Kroger employee comes to my car window stating he called me, didn’t I get his message? I was told my order would not be ready and I could come back tomorrow between 10am and 9pm to pick it up. I scheduled the order to be picked up today for a reason. I informed the Kroger employee I could not pick up tomorrow because I have a job! He proceed to give me excuses why my order was not ready. I did mention to this employee I placed my order over 24 hrs. in advance. There is no excuse for my order to not be completed. This gentleman continued making excuses why it was not ready. This continues to happen! This is not convenient. If you cannot provide the service without issues, maybe you should stop offering it. I told the Kroger employee to cancel my order, refund my money and I will NOT be using Kroger again. I spend several hundreds of dollars per month at Kroger. apparently it’s not an issue for Kroger to lose customers.
Business Response
Date: 11/22/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. The Food card ending in **** was refunded $296.91 as of 11/10/22. The transaction can take them 30 days to see that refund.
The refund for $214.98 was submitted back to card ending in ****. The customer should see that refund within 3-5 business days. The customer request was submitted and the customer's concern has been resolved.
Regards,
Kroger Co.
Customer Answer
Date: 11/22/2022
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,

***** ***********
i have no idea who this response from Kroger is for, but it is not me. The cards and amounts listed are not me. I did not ask for a refund. This response is NOT FOR MY COMPLAINT!
Business Response
Date: 11/30/2022
Upon review, In the initial complaint the customer stated "I told the Kroger employee to cancel my order, refund my money and I will NOT be using Kroger again. I spend several hundreds of dollars per month at Kroger. apparently it’s not an issue for Kroger to lose customers."
I apologize for any inconvenience caused during your time of pick up. We want to assure you this will be addressed further with our upper management team. Our company prides itself on offering excellent customer service. We expect our employees to be attentive, conduct themselves in a professional manner and treat our customers and their groceries 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.
Please provide the order number you requested to be cancelled. Once received, we will follow-up.
Regards,
Kroger Co.
Initial Complaint
Date:11/21/2022
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.
Already typed this. 25 percent off Christmas card display. Charged 20 for something that should be 15. Email rep is a complete fool. When I call in, rep gives runaround. When I stated I would take my business elsewhere she hung up on me. Store purchase nov 16th and phone call 20th. Absurd. May not shop there again!
Business Response
Date: 11/30/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Thank you for bringing this to our attention. We want to assure you this was addressed on 11/22/22 with our customer service team. Upon review, I see you have a credit of $5 on your shopper's card. 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.
Regards,
Kroger Co.
Initial Complaint
Date:11/21/2022
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.
Shopped in store in Hampton Virginia on 11 2022 there was an advertisement for a bag of cheese for $149 got to the register in the clerk stated that there was an app needed for that price. I ended up spending $2.49 because I didn't have my phone with me. I should not have to have a phone with me pull down app and strange things off the internet just to get a shopping deal. The store needs to have an alternative at register or not advertise 149 with no print on the sign stating it is connected to a app. I needed the item so it was purchased but I'm really questioning whether I need to go back in the store or not. I would like the item at sale prices advertised all throughout the store at 1:49. Refund $1
Business Response
Date: 11/30/2022
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 Kroger Shopper's card number along with your 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.
Initial Complaint
Date:11/21/2022
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.
I called Kroger because my coupons were not deducted on my on line order pick up . The representative I spoke to states he would issue a credit for the next purchase when I’m in the store $20 . I went to place an honor today and it’s 20 cents . I sat on line today for an hour and 15 minutes to be hung up on by a specialist. I’m disgusted with the coupon processing and customer service. The representative that assisted me I want the call pulled and listened to . He did the total opposite of what he said he was going to do I want the $20 credit on my account not fuel
Points
Business Response
Date: 11/29/2022
hank you for contacting the Kroger Executive Office. The customer concern has been resolved. I have added the correct credit to your shopper's card. 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.
Regards,
Kroger Co.
Customer Answer
Date: 11/30/2022
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,

******** ****** I signed into my account the credit was there I went to check out and the credit disappeared I need help with going forward
Business Response
Date: 12/06/2022
Upon review, I see the credit was used on your recent purchase on 12-2-22. Also, keep in mind that anyone else in your household who may share this account with you will also have access to any credits on an account.
Regards,
Kroger Co.
Customer Answer
Date: 12/11/2022
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.

The credit was finally applied

Regards,

******** ******
Initial Complaint
Date:11/19/2022
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.
Saturday November 19 2022 434pm
Good Afternoon and to whom this may concerns. I have had many recent customers service issues with Krogers grocery stores in selling me
expensive box of stale ********** ******* plain cake donuts( 6.99) and two frozen boxes of rancid ******* ********* Angus hamburger Beef ( 9.99 each). I have endured racism prejudice treatment & even harassment at three of the Kroger grocery stores prior to paying for my items purchased at the stores and after I purchased my items primarily through self checkout at the stores in Summer 2002 through early Autumn 2002. The grocery items that were rancid and stale were purchased at the stores I endured prejudice discriminatory treatment at by mangers on duty which made me feel uncomfortable as a customer in returning the grocery items back to the grocery stores. I have endured prejudice racism and even harassment at the four major Kroger groceries stores that I have frequently shopped that includes;the Kroger's grocery store on **** ***** **** in ******** ****
on June 1 2022 by a prejudice African American female manager while I was sitting in the coffee sitting area. At The ******* **** location on July 29 2022 & at *********** **** located on
55 W. ****** ** by enduring racist sexist harassment by the Assistant manager Jacob after coming out of the women's restroom during the grocery store business hours after I was guided and given permission to go to the ladies room approximately 25 minutes prior to the store closing. Lastly at the Kroger's store located on **** ***** **** ****** in ******** ****. I emailed the Kroger customer service relations department about the last three horrible shopping experiences by assistant managers on duty and by a Caucasian female Kroger's employee at the ******* **** location on July 29 2022. I also emailed the Krogers customer service about the gas leak at the *********** ****** ** location on 11/152022 to attempt to speak with someone about the donuts......
Business Response
Date: 11/28/2022
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, they will follow-up.
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.
This is my third time andor third day in my attenpt trying to write a response on this online portal and there's been technical problems on this website. I have not received no correspondence from anyone from the Kroger company. In the last week I have had to deal with further harassment and rude insensitive behavior and treatment from two Caucasian employess ( a disabled white woman employee in a wheelchair with her black and white dog Gracie and an white male employee maybe in his 40s or 50s that wears glasses and was wearing a blue ******** shirt kicking me out the store when it unexpectedly started to rain heavily) at one of the Kroger stores that I frequently shop at the Kroger's on ** **** ****** ****. I came into the store around 1043pm and there was unexpected construction going on in the store and there were no signs on neither of the main entrance doors to tell customers to navigate how to get around the construction of the whole front end of the store of their registers. Only the self checkout registers at the other fat end were opened and available for customers use. I went in inquiring about store advertisement for my cart and an new employee I never seen before a tall African American woman with an afro did offer some assistance but was unsure where other Kroger advertisement were at she assumed they were somewhere nearby the only available opened self checkout registers. I went to the area she directed me too seen nothing. This African American woman followed me to where I was to see if I found any ads I replied I did not. I further went down the aisle where the packaged water was and then the elderly disabled Caucasian female emoloyee in her wheelchair with her dog Gracie starts to bother me despite other customers coming in the grocery store at the same time as I entered into the store and she kept telling me information about the registers when she already witnessed my exchanged with the very tall African American woman employee and I could clearly see there was only two sets of self checkout registers opened. I became a bit annoyed with be bothered because I came in quicky to grab several groceries items to leave. Then the African American woman emoloyee started pointing at me and speaking to her white employess and was telling them where I was going in the store after I walked away from the handicapped Caucasian female emoloyee. Prior to me walking further down the packaged water aisle. Another Caucasian male emoloyee with glasses wearing a blue ******** t shirt with no emoloyee or management name tag on to identity his name or position at the store started to repeatedly bother me telling me the store closed in five minutes when there was twice the time and I became upset in my response to him because my time was being waisted being bother with the handicapped Caucasian female emoloyee and I am certain they were targeting and bothering me on purpose which was keeping me from utilizing the time to grab my quick items and get to the checkout. The grocery store was very hot despite it not being cold outside where I had to take off my coat at the self checkout. I finished checking out and tried to figure out where to exit the store which no emoloyee helped with that. I tried going to the door I came inro because the closest and main entrance doors had the construction men nearby the doors and there was yellow and black caution type by those doors and the second set of doors I entered their was an alarm put in the doors prior to closing time and the management locked them. I was finally able to exist the main entry doors with the caution tape Infront of them and it unexpectedly started to rain. I was awaiting for my transportation to pick me up and I couldn't go outside the second main exit doors because most of the Kroger make employees were crowding the door standing underneath the roof talking. I was making calls on speaker phone for my transportation and I encountered the Caucasian male employee wearing the blue ******** t shirt was very loud and obnoxious telling me to leave the store despite him seeing that it was raining his make co workers or subordinates were outside the doors crowding the entrance/exit doors talking amongst themselves. The Caucasian female tech I was talking to about my transportation and in regards to it unexpectedly raining was surprised how rude and insensitive he was to me about awaiting for my transportation and I was speaking with her on the phone.

I have also not received any email correspondences about the details and issues of this complaint especially not about my promised refunds for the rancid ******* ********* Frozen Angus hamburger and my 6.99 refund for the expensive stale ********** 12 pack of cake donuts I purchased on November 3 2023

Regards,

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

Business Response
Date: 12/21/2022
A refund request was submitted from the money referenced in the complaint. The customer should see the refund back to her original method of payment soon. We appreciate your concern. Our Upper Management team has reviewed and corrected this situation. Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership.
Regards,
Kroger Co.
Customer Answer
Date: 12/21/2022
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. I hope that I do not endured anymore prejudice racist shopping experiences as a long time Kroger Shopper because I spent plenty of money over the last few decades and I do not deserve that type of treatment by management nor Kroger employees at the three major stores that I previously mentioned. I would like to be sent an email of when the refunds will be applied because this complaint has taken a while to finally be resolved . Thank You

Regards,

****** ******
Initial Complaint
Date:11/19/2022
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.
I had used Kroger online to shop on Nov 15th. I had coupons, discounts on food items. When I went to select a delivery window, there were 2 options, both in the middle of the day 12 - 1, 1 - 2 p.m. is what I believe the times where for the next day. I set my delivery to the day after that, Nov. 17th. When I received my order, no coupons, discounts, etc. were applied that were on purchases when I placed the order. The price for the items on my receipt had gone to the original prices. The difference in price was about $35. I chatted with customer service, and was told nothing could be done. I called customer service and was offered $30 off my total. I accepted this, but the amount is still short of what the original discounts would have been. I looked at customer reviews of Kroger on the internet. The issue I am describing seems to be a wide-spread issue that customers are complaining about. Order items that are on sale on a Tuesday, and when delivered on a Wednesday, the coupons, discounts, etc. are not applied. I told the customer service rep that when I shop on ******, or other retailers online, that I pay for what is in the cart, and the total upon checkout. For Kroger to change the total amount after the purchase is not good business. I believe my original check out price was $64.97. I looked at my credit card statement the following day as well, and I am being charged $34.62 more than my check out price. This needs to stop. This happened to me one time before with Kroger a long time ago. I thought this issue had been resolved. Not so. This should be illegal. How are they getting away with this?
Business Response
Date: 11/28/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, The prices are estimates -your final charge is determined when you receive your order. Things like coupons, taxes, (if applicable) weighted items, or weekly Ad price changes may affect your cost. Visit our FAQs to learn more.
We have determined the correct price and process was followed. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.   At this time, we have addressed their concerns and have nothing further to add.
Regards,
Kroger Co.
Customer Answer
Date: 12/02/2022
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.
The issue is that I am not the only person this is happening to. When I make a purchase on ******, **** ***, and other online businesses, I am provided a price which I pay. I Googled reviews on Kroger. They are blowing people's budgets. One lady stated her bill was $50 more than upon checkout, and she had to borrow money.
That I spent time clipping coupons, making purchases based on the price on the flyer, just to have it ignored and charged full price on everything makes no sense.
To say this is an estimate is bad business. The price should be what is in the cart at purchase. I am still in disbelief that this is allowed. Purchase items one day, it shows up on my credit card as what I paid when I placed the order, and a couple of days later additional charges on my credit card since coupons, and sales prices were not applied.
Kroger needs to state to everyone - Coupons will not be applied, and sale prices will not be applicable if delivery is not on the same date of purchase.

Regards,

****** ********
Initial Complaint
Date:11/19/2022
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/7/22 someone hacked into my Kroger account to order and pick up groceries totaling $298.36, which was charged to my credit card linked in the app. The online pick up order number was *******************. I live in *******. This order was placed online without my knowledge or consent for a pick up at Kroger store # ******** at **** ***** ******* ** in ************ ** *****. The order was picked up on 3/8/22, so Kroger will not refund me, saying it was a valid transaction. However, I did not place nor authorize anyone else to place this order nor do I know who did. Whoever did this took advantage of the fact that my app was linked to my credit card to obtain free groceries. I contacted Kroger immediately and made them aware of the issue. Kroger has told me in writing they understood my assertion that this was done fraudulently and that they would refund the money, but they have not done so. I tried to dispute the charge with my bank and they said they cannot help since it was a "valid transaction". I've explained this situation verbally and in writing many times to Kroger and my bank and it's like nobody is listening to what I am explaining. I'm not arguing that a transaction took place or that goods were not received. I'm saying I was not the person responsible for it. I did not place or pick up the order and I do not know who did. It was Krogers app that was hacked and my personal information was compromised. It was Kroger who did not check the ID of the person who picked up the order in *********** upon pick up to confirm it was not me. I was not there. I had nothing to do with it. Yet I am being held financially responsible for this scam.
Business Response
Date: 11/28/2022
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: 12/03/2022
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.
The company has not addressed the issues of this dispute?
* I do not know why.
* No offer of resolution was made the company has not fulfilled the proposed offer to contact me per their letter of response through the BBB?

Regards,

**** *******
Initial Complaint
Date:11/17/2022
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I place several orders online for delivery in which they provided me with several e coupons and discounts. One order I placed was $40.31 and the other was 21.35 both were placed to deliver on 11/17. When delivered they removed most of my discounts the orders actually ended up being $82.56 and $37.06 Leaving me out of close to $60 for errors on their behalf I called them and they weren't willing to refund me the difference due to their errors in removing my electronic coupons. They were only offering a store credit which is not sufficient for me I would like a refund for the difference.
Business Response
Date: 11/18/2022
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: 11/19/2022
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,

****** **********
Customer Answer
Date: 11/21/2022
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,

****** **********
Problem:
this complaint is just a continuation of the complaint ID ********. I was on the phone with Kroger for close to 2 hours and the customer service rep hung up on me. They couldn't resolve the matter to refund me the difference in price that they seem to charge me in the original complaint, so I simply just asked for a refund for the entire purchase, and she refused. I requested a manager and still had no resolution. On the complaint ID ******** I didn't intend to accept the business's response I was attempting to respond in general to the online system in question, not close the complaint in its entirety. Id simply like a refund for the entire 2 purchases because of the inconvenience and the fact that I gave them 3 chances to fix this matter. I simply now just want a refund because I intially purchased 2 orders one being $40.31 and the other $21.35 and they seem to want to charge me $82.35 and $37.08.

Desired Resolution:
Refund

Business Response
Date: 03/24/2023
Complaint ID- ******** *********** ****** *
Response:
The customer currently has a $80.00 credit on the account. The issue was taken care of by customer service.

Regards,
Kroger Co.

Customer Answer
Date: 04/06/2023
Better Business Bureau:

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

Regards,

****** **********
Problem:
This complaint is in response to the prior complaint ID ********. I wasn't able to respond in time to the answer that they provided. I had issues with Kroger's online system which resulted in me paying double for the online orders. They responded that there is a $80 credit on the account. When I called to follow up on how to obtain the credit, I spoke with 2 individuals and they both said I literally had to pay for the order with my own credit card and put in the "special Instructions" section that I wanted to use the credit. They both (Ingrid, manager) told me that this wouldn't actually guarantee that my credit card would be ultimately charged. So this credit isn't available. They were just responding to the complaint to satisfy that option. They (Kroger) have the ability to add the credit as a coupon during the total because they've did this in the past and both associate and manager didn't offer me this option. Case # ******** (kroger). My desired outcome is to be allowed to utilize the credit on my online order and that's not available. Or to just receive a refund or gift card for my troubles. I just called and verified this on 4/6/23

Desired Resolution:
Refund

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

The Kroger Company is NOT a BBB Accredited Business.