Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  Fred Meyer

  7701 Debarr Rd Ste A Anchorage, AK 99504-1894

• 

  Fred Meyer

  3755 Airport Way Fairbanks, AK 99709-4610

• 

  Kroger

  7090 Univ Dr NW Huntsville, AL 35806-1728

• 

  Kroger

  215 Airport Road Hot Springs National Park, AR 71913

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:11/05/2022

  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.

  This is a strange problem but I hope you can help me, If not, maybe you can direct me to an agency that will help me. Thanks This is what's happening : I generally go into Fred Meyers grocery which is owned by Kroger. they have a new policy when I or anyone else buys beer or wine. Everyone has to take their Identification out and give it to the Cashier/ Checker for them to look at. That doesn't bother me so much , although I am 66 years old and it's pretty obvious that I am of age. What I am concerned about is That They SCAN the Identification Card/ Drivers License as well. Every Time Fred Meyers scans the ID Card. My question is : Isn't that against my Rights ? Shouldn't that be against the law ? It's an intrusion into my privacy. It's just plain wrong and I believe that it should be looked into. I told them this and I also talked to their store manager and also sent a complaint to Kroger online. But All they will say is that it's just a new policy and that everybody Has To abide by it. It just seems wrong to me. I don't think they should be allowed to Scan my ID Card. Somebody needs to make them Stop. They told me that they are not sending my information to anyone, it's for their own records. No matter what their reason is, they should Not ask Every Customer who buys alcohol to do that. I can guarantee you that I am NOT the only one who is unhappy about Kroger's recent policy. I would appreciate you looking into this. It's crazy. Thank you for anything that you can do. The store that I am specifically referring to is in ********* ******, ( the ********* ******** store ) although I believe this is happening at Every Kroger establishment. And that's a whole lot of places ! Anyway, if you can help me and thousands of other people that don't like this, that will be great ! Or if you can forward my complaint to some other agency that would be much appreciated as well. Thanks for whatever you can do regarding this. **** ******** [email protected]

  Business Response

  Date: 11/08/2022

  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: 11/12/2022

  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.   They ( Kroger ) are Not taking care of the problem that I complained about. It is a Privacy Right that should be addressed to Everyone that has to abide by the new policy that has put in place by that company. I am not just caring about me but I wish for some resolution for the probably thousands and thousands of other people that have to endure this invasion of their Rights. The Fred Meyers manager got a hold of me on the 8th of November and explained that the data scanned from my Drivers license is only for my date of birth and other minor details. That is fine except that Most people won't believe that and they may feel that Kroger may be using that information that they get off of our Personal Identifications for the wrong purposes. ( even though that might not be the case, it really doesn't matter. They shouldn't be doing this ) It makes people feel uncomfortable. I wrote to the manager after he wrote to me and explained to him on how I feel about the situation and he wrote me back saying that Fred Meyers would override that policy ( for me ) whenever I am in the store.  I would Not have to give them my ID , ( to scan or write down information ) ) That is great, of course BUT it doesn't fix the problem. It resolves it with me personally ( maybe ) but the problem is Still There for hundreds of thousands or even millions of people ( Kroger is a giant company that serves millions ) . I responded to the manager of Fred Meyers again that day (  the 8th of Nov. ) and explained to him that , This Policy needed to be lifted for Everyone, Not just Me. I thoroughly explained to him Why. I haven't heard back from him since. ( I have all The Kroger/ Fred Meyer correspondence on email, in case you need me to forward them to you. )
  
  
  Regards,
  
  
  
  **** ********    
  

  Business Response

  Date: 11/22/2022

  I can confirm that the refund was processed as of 01/17/2022, the amount is for 177.20. Adjustment number for this refund is ********.

  We have nothing further to add and request that the complaint be closed out.

  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 just received a message from BBB regarding my complaint. There was a response in it from the company that I am having trouble with. The problem is that their response has absolutely nothing to do with my complaint . ( It sounds like they Kroger is responding to someone else's complaint. ) My problem happened at the beginning of November and ( Kroger) is talking about something that happened in January. Plus they are also talking about money. That's not me ! Something definitely has gotten mixed up in the last week or two. I would appreciate it if you can find out what is going on here. My original complaint to you and Kroger started around the 5th of November. So far Kroger and I have been going back and forth. ( via email ) The entire time the BBB has been part of it.  (My complaint has been basically about how Kroger is infringing on our Rights by scanning our ID's, etc ) anyway, my latest email to them was last week. I thought you were responding to me about that email, etc. Could you and would you possibly find out what's going on? I would appreciate it. Thank you, **** ******** ********
  
  

  Customer Answer

  Date: 12/02/2022

  Hello **** *****,  how are you ? ( I hope you are fine......it's Friday :):)  I want to say, I haven't heard anything ( Fred Meyers/ Kroger ) since the last time we contacted each other. ( and that was on Nov. 22nd ) Nothing from BBB or Kroger. The last time I heard from Kroger was on the 8th of November. I replied to them on that day and haven't heard anything from them Regarding My Case  since.  REMEMBER :around the 15th of Nov. I DID hear from KROGER but it was like they were talking to someone else. ( I think they got their cases mixed up or something. It was bizarre. The  email that they sent me stated that they were going to Refund me $177.20 for something that happened back in January. I have No idea what they are talking about.)  My case has nothing to do with Refunds. My case had to do with Fred Meyers improperly scanning ( and taking down information from drivers licenses, etc. )    I think that's what messed things up regarding my case. Maybe they ( Kroger/ Fred Meyers ) thought that my case has been resolved or something, I don't know.  Although Fred Meyers/ Kroger did Not respond to the email that I sent to a Robert C*****/ Fred Meyer on Nov. 8th ( I was responding to his email that he sent me,  telling him that I was still not satisfied with what Kroger wanted to do , etc )    . Well ****, the main thing here is that I haven't heard back from anyone. It's been about ten days since I talked to you. ( I don't know if that's normal or not..... ) Well, I just thought I would tell you what's going on right now. I want to keep you up to date on everything. ( even if there is nothing going on ) Thanks,  **** ********   ********   p.s. I hope you are following what I said ( it's kind of confusing ) sorry

  I just noticed an email from BBB. ( I guess I got it while I was writing to you ) I am sorry that you ( BBB ) aren't going to pursue this case any further. That's too bad. That's unfortunate. I guess Kroger/ Fred Meyers is going to get away with Stepping on our Rights. I am not sure if it's worth going to the Attorney General or elsewhere on this complaint ( Most people probably could care less.......most people just do what they are told to do, regardless if it's against their rights or not ) Oh well, at least I hope other customers are complaining to them and Maybe something may happen some day in the future. That would be nice. Thanks **** for your help.   ( It's too bad BBB didn't try a little harder regarding this issue )

• Initial Complaint

  Date:11/04/2022

  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.

  On November 3rd at 3:46PM we went to Fry's Pharmacy to pick up our 2 prescriptions for ************ 90 pills each. We have a Family membership with Kroger #******. This product is advertised on the internet at Kroger.com/kc at $6.00/90 They charged us $20.60. When we questioned this the manager told us that this is "a come on to get us to sign up for their pharmacy plan." He charged this through the most expensive plans available.
  This is a "bait and switch." We wish for a refund. We called the Kroger Co. and spoke to Ginny who said we are entitled to a refund of the difference. All we want is the refund.

  Business Response

  Date: 11/07/2022

  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.

• Initial Complaint

  Date:11/04/2022

  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.

  Order #: *******************
  Order Total: $39.31
  Cancelled: 10/26/22
  Cancelled Order Arrived: 10/27/22
  Refund Reference #********
  
  This delivery order was cancelled via phone on 10/26. However, the order was still pending, per my account. I The representative reassured me that the order was indeed cancelled. The order remained pending per my Kroger account so I called Kroger later that evening to verify that the order was cancelled. Another representative verified that the order was cancelled. The next morning the order was still showing as pending. I reached out to Kroger via chat and was yet again reassured that the delivery order was cancelled.
  
  The order arrived although I was told it was cancelled by three associates. Our credit card was charged for the cancelled order. I reached out to Kroger via phone, and was reassured that the order would be refunded. I was told to keep or donate the items and not to worry about returning the items to the store as I had done my due diligence to verify that the order was cancelled. I was told to expect up to a 7 day wait for the refund.
  
  Today is 11/4/2022. I am now being told that due to the COVID pandemic, Kroger may not be able to refund my credit card for 15 business days. The refund continues to be pushed further back to a later date. I understand the impact COVID has had on staffing, but cannot understand the excessive delay in providing a refund. I am frustrated at the hours I have spent dealing with this situation. It is a not just a loss of money, but more importantly, a significant loss of time that could be spent with my family. I've asked how this situation can be rectified via chat and was told, "To be honest, this situation has been rectified."
  
  I do not believe this situation has been rectified. I have yet to be refunded. I do not trust that Kroger will be able to rectify this situation and am requesting your intervention. Thank you in advance.

  Business Response

  Date: 11/07/2022

  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: 11/07/2022

  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:11/03/2022

  Type:Product 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 bought gift cards to participate Kroger 4X fuel points program in order to save gasline cost because of inflation. But Kroger deactivate my personal account ************ with 18K fuel points, which can save me 200 monthly.
  
  Below is the communication email they sent to me, they did not provide the reason why they did this. As a customer, I have rights to get my fuel points back because I made purchase which is eligible for earning fuel points. Please help me resolve this issue. I also attached the receipts including purchase and fuel points.
  
  Thanks,
  *****
  
  
  Kroger Fuel Program Question Your case #********
  
  Hello-
  
  We are unable to credit fuel points back to your account due to suspected violation of Kroger’s Fuel Redemption Rules. You will no longer see fuel points on your account, nor will you see points online or on our mobile app.
  Please visit https://www.kroger.com/d/fuel-points-program to view complete rules of our fuel program. We appreciate your business, and you may continue to shop with Kroger, but we will not restore an account once it's deactivated.
  
  If you have any additional questions or concerns, please reply to this email. We appreciate you choosing to shop with us and are always happy to help.
  
  
  Sincerely,
  
  Denise
  Kroger Customer Connect
  The Kroger Family of Stores

  Business Response

  Date: 11/07/2022

  Thank you for contacting the Kroger Executive Office.  I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The customer contacted our upper management team and the customer's concern has been resolved.  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: 11/07/2022

  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 contacted Kroger first and they did not provide me the reason why they blocked my account, I even argued with them, but they still refused to provide me the answer and reactivate my account, that is why I contacted you regarding their conducts, I also attached my purchase receipt in the previous email, by which I earned the fuel points under the offer Kroger provided, I did not break any rules, if Kroger did not do this 4X fuel points promotion I would not shop with them. I just want my fuel points back belonging to me, which Kroger does not have any rights to rob me of. I am hoping you can help me resolve this issue.

  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 11/08/2022

  We appreciate the customer's comments and at this time we have addressed their concerns. We have nothing further to add and request that the complaint be closed out.

   

  Regards,

  Kroger Co.

  Customer Answer

  Date: 11/08/2022

  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 attached receipts and bought the gift cards to earn fuel points, but Kroger took it from me, that is not the case, I need their explanation, that is my fuel points which are used to save fuel cost because of high inflation.

   

  Regards,
  
  
  
  ***** ****
  
  

• Initial Complaint

  Date:11/02/2022

  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 been placing orders online with my Ralphs app and now after my recent order was confirmed in my email it says now I can't log on with my email and password.

  Business Response

  Date: 11/03/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. I truly apologize that you are having issues logging in to your account.  To provide the best assistance and resolve the issue quickly, we request that you contact us at ###-###-####.  We apologize for any inconvenience or frustration this may have caused.

  Regards,

  Kroger Co.

  Customer Answer

  Date: 11/11/2022

  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: 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,
  
  
  
  ***** ******

  I never heard from anyone at Kroger and this matter is not resolved.

  I have placed subsequent orders with no issues but this order's issues are not resolved.

  Business Response

  Date: 11/28/2022

  To provide the best assistance and resolve the issue quickly, we request that you contact us at ###-###-####.  We apologize for any inconvenience or frustration this may have caused.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 11/29/2022

  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: 11/30/2022

  They never answer their phone

• Initial Complaint

  Date:11/02/2022

  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.

  Date of transaction/ delivery September 26, 2022
  Amount paid $87.50
  I received a grocery delivery this day and the items were not what I ordered. I called Kroger immediately to get the driver to return. They said that would not be possible. I told them he arrived two hours late and that I received items I would not eat. For example microwave pizza and other cheap items. I was missing my expensive salmon and other organic items. They told me to throw it all away and they would credit my **** account. I waited and waited. I have spent more than three hours on the phone with these people each time getting the promise and apology. I used to shop at ******* Kroger for more than twenty years and I am deeply surprised and disappointed. I pre paid for a year of free delivery which I will never again use as this is not an honest or reliable service. I just want my refund for the items I purchased.

  Business Response

  Date: 11/03/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We have escalated the refund to be processed back to the original form of payment.  Please allow up to 3 business days for the refund to show back on the original form of payment.  We apologize for any inconvenience or frustration this has caused.

  Regards,

  Kroger Co.

  Customer Answer

  Date: 11/05/2022

  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:11/01/2022

  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.

  Date of transaction: 10/28/2022
  Amount paid: $126.99
  Disputed amount: $21.08
  
  Issue: I recently moved states and have tried for over three months to utilize the company's online coupon clipping feature at a local Kroger store that goes by the name "Smith's". However, my old Fred Meyer account did not link up properly with my new Smith's account. I have been lied and misled by a dozen Kroger employees over the last few months, who assured me that my rewards card would work as intended when it has not. The customer service representatives have been rude and unhelpful at best, and at worst they create larger issues by deleting my accounts, creating further confusion and making it more difficult to seek change. The lies of the employees have cost me over $100 in missed savings, since I've been purchasing items at a higher price than Kroger had advertised, and I had expected.
  
  As I have stated, customer service agents have been wholly unhelpful at creating any positive change whatsoever. I am seeking for an expert to fix the chaos created by prior Kroger employees that is preventing me from having a functioning account. I am also seeking a refund of $21.08, the amount that I believe is owed to me based on the rewards Kroger had offered to me, but did not fulfill on my last purchase (pictures of receipts and coupons attached).

  Business Response

  Date: 11/03/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.   We apologize for any inconvenience this has caused.  We have added a $25 credit to the customer loyalty account ending in **** to be used towards the next grocery purchase.  For in-store or pickup purchases advise your cashier or associate that you have a credit on your account when you start your transaction. The cashier will receive a prompt to apply the credit. (If using self-checkout, you will see the prompt to apply the credit.)  Please contact our Executive team at ###-###-#### so that we may provide the best and most efficient service resolving the issue with your loyalty card.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:10/31/2022

  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.

  I placed an online order with King supers this morning for a pick up. I received a confirmation email for my order totaling $257. I received a cancellation email approximately 25 minutes later not giving a reason as to why my order was canceled. I logged back into King Soopers website again and placed a second order with the exact same items, only to have the system give me an error message again and advise me to contact customer service. Upon speaking with the rep at customer service ********* spoke English, she advised me that I would have to wait in order to receive my $500 back that was placed on hold even though my orders were not fulfilled. I repeatedly, at least 15 to 20 times asked to speak with a supervisor. The rep that I spoke with refused to put a supervisor on the phone and stated no one was available not even a lead. The rep placed me on hold, did not advise me how long she needed to put me on hold and then proceeded to have someone name ********* get on the phone who refuse to give me any identifying information. This representative ********* stated they were not a lead nor a supervisor, and refused at least another 20 to 25 times while I asked repeatedly to speak with a supervisor. I did not threaten this person nor was I rude to them, and they hung up the phone in my face. I would like for Kroger to take this very seriously and I would like something to be done about it. I am without groceries and out $500 due to this ridiculousness online, and with the poor customer service of Kroger‘s representatives

  Business Response

  Date: 11/01/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  I truly apologize for the experience that was had.  Please be assured  we value our customers and this matter will be further reviewed and handled accordingly.  The pending hold usually falls off of your account within 72 business hours depending upon your financial institution.  We ask that you contact your financial institution if the funds are not immediately returned to the original form of payment.  We apologize for any inconvenience this may have caused.  We have added a $20 credit to the customer's loyalty account to be used towards their next in-store or on-line purchase.  Should further assistance be required, please contact our Kroger Consumer Relations Center at ###-###-####. 

  Regards,
  Kroger Co.

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:10/31/2022

  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.

  I called Krogers this morning to be on hold for 18 mins for the customer service rep to place me on hold and the call dropped. I called back the 2nd time to be on hold for 30 minutes for the next customer service rep to place me on hold and the call was disconnected again. I called a 3rd time to hold for another 18 minutes to be transfered to another dept and I had to start all over again and the representative was useless. The call dropped again. The nature of the call was to advise them that I did not receive credit for purchases made through **** ***. I'm looking for a credit total of $42.50 $10 for purchase of 5 ********** toothpaste, $7.50 for 5 ****** oatmeal, $12 for 3 ***** eye drops, $10 buy 3 **** products, $3 for purchase of ******* to go to my ****** **** *** . My korgers members number is ************

  Business Response

  Date: 11/02/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We apologize to the consumer for any frustration this has caused.  Our records show that the first qualified purchase was made on 10/26/22.  It can take up to 7 days after the qualifying purchase is made for the amount to be available to **** ***. We apologize to the consumer for any inconvenience this may cause.

  Regards,

  
  Kroger Co.

  Customer Answer

  Date: 11/04/2022

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

  its now 7 days and I have not received the credit in my **** *** account . Not only that the $5 that was in the account has disappeared as well please put it back . 

  Business Response

  Date: 11/07/2022

  We appreciate the customer's comments and at this time we have addressed their concerns. We have nothing further to add and request that the complaint be closed out.

   

  Regards,

  Kroger Co.

  Customer Answer

  Date: 11/09/2022

  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,
  
  
  
  ******** ******
  i received the credit on my account last Monday thanks for your help in this matter 

• Initial Complaint

  Date:10/29/2022

  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.

  In-person store refused to honor their policy on returns (with a valid recipt), the employee laughed in my husband's face when he told him (& a manager) that his mother had just died. After contacting cooperate (through chat), we were given 35$ in credit. The store would NOT honor this and charged us the full amount (stealing the money from us by doing this). We contacted cooperate (through chat again), we were told 15$ would be added to the credit, but it was NOT. So there should be $50 in credit, but Kroger WILL NOT HONOR IT, and charged us.

  Business Response

  Date: 10/31/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  We apologize for any inconvenience this has caused.  The $50 credit has been added to the customer loyalty account ending in ****.  The credit can be used to purchase any product in the store or on-line except alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases.  For in-store or pickup purchases advise your cashier or associate that you have a credit on your account when you start your transaction. The cashier will receive a prompt to apply the credit. (If using self-checkout, you will see the prompt to apply the credit.)

  Regards,

  Kroger Co.