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

  3755 Airport Way Fairbanks, AK 99709-4610

• 

  Kroger

  7090 Univ Dr NW Huntsville, AL 35806-1728

• 

  Kroger

  14 W Oxmoor Road Birmingham, AL 35209

• 

  Kroger

  400 West Moultrie Blytheville, AR 72315

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

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m trying to resolve an issue I have with The Kroger Company. I had a delivery order on February 4th. The driver tried turning his truck around on my single lane, new driveway. The truck left black marks all over my driveway, because the driver was backing up then going forward in quick bursts, multiple times. The truck also left multiple ruts in my yard. I took video of it when I noticed it was happening. My driveway needs to be power washed, the ruts need to be filled in, seeded, and a straw covering. I’m not capable of doing those things. I contacted customer support. When I would call, a representative would forward my call to a no name voicemail. No responses. I finally got an extension with a name. Extension #***** Jenit, is what the name sounds like. No response, after multiple voicemails. I also tried emailing for support. Comments received from Kroger Feb. 4 via email, no name.
  Feb. 11th response from Abigail wait 5 days.
  Feb. 13th response from Shernel. Please attach pictures. Replied same day with video.
  Feb.15 Lea sent an email saying the video could not be viewed. She asked for screenshots, date of delivery & order number. I responded the same day with everything asked. I have more detailed pictures of damage to yard. Feb 18th Kriston Ian reached out saying to contact ******** claims. I tried the number she gave me, which was to Kroger customer support, not ******** Claims. (“In line with your concern, please contact ******** Claims ###-###-#### for further assistance”), they connected me to a no name voicemail. I already tried that route. Reached out to Kriston on the 19th, 20th, & the 24th. asking for a direct line, and contact name. No response. 
  Feb. 27th, Jonalyn contacts me, with the please wait 5 days for a proper resolution. It’s been almost a month, dealing with 5 people, & multiple voices messages. I have all the emails if you need them. Case number ********. Reference number ********. Order number ********************. I need your help!

  Business Response

  Date: 03/08/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and we deeply regret any inconvenience this incident has caused you.
  
  Please be informed that we have forwarded a follow-up email to our internal management team  review. Currently, we are awaiting their response. Rest assured, we will provide customer with an update as soon as we receive any information from them.
  
  Please know that ******** Claims Management Services will be handling the process for claims from here on out. Customer can call ###-###-#### for assistance, they will more likely get voicemail and will have to leave a message to be called back. We have full confidence in their expertise and commitment to ensuring a fair and efficient resolution to their claim. We value  customers patronage and trust, and we are fully dedicated to restoring their faith in our services.
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 03/08/2025

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

  
  

  
  

  This is the same phone number they have given me since Feb 4. No one returns the multiple voicemails. I keep receiving emails from different people saying wait 5 days, which I had explained all of that in my complaint. I’ve been waiting for over a month. The insurance company should be contacting me at this point to resolve this issue.
  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 03/14/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer. 
  
  We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  Kroger Co
  
  

  Customer Answer

  Date: 03/18/2025

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

  
  

  
  

  I received a call late March 17th, phone call from Jenit from ********, saying she had no power to do anything, then I received a call from Brianna L****. She didn’t know anything about the case. Which happened on February 4, which she thought was March 4th. She gave me a new case number from the previous one given, with instructions to email her the video, pictures, (which have already been sent to The Kroger Company, & ********) & 4 estimates for the damage done. One for landscaping repair, the other for power washing the driveway. 2 estimates each. She told me they do not have claim adjusters. Why do I have to do their job? It’s not my responsibility to do the leg work for damages to my property. ******** is responsible for hiring an appraiser to assess the damages. I want the estimates, & I will choose the BBB A rated company ******** chooses to get estimates from. This is becoming more and more frustrating. New Claim number ***************
  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 03/18/2025

  
  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  Please know that ******** Claims Management Services will be handling the process for claims from here on out. New case number: ***************. Customer can call ###-###-#### for assistance, they will more likely get voicemail and will have to leave a message to be called back. We have full confidence in their expertise and commitment to ensuring a fair and efficient resolution to their claim. We value customers patronage and trust, and we are fully dedicated to restoring their faith in our services.
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 03/24/2025

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

   

  I’m not satisfied because, I’m getting the same run around. Over a month &  now I get a new claim number. Wonder if I will get anywhere with that! I think it’s unfair that I have to spend the time getting estimates. 

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

  Business Response

  Date: 03/24/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and we deeply regret any inconvenience this incident has caused you.
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer. 
  
  Once again, please know that ******** Claims Management Services will be handling the process for claims from here on out. Customer can call ###-###-#### for assistance, they will more likely get voicemail and will have to leave a message to be called back. We have full confidence in their expertise and commitment to ensuring a fair and efficient resolution to their claim. We value customers patronage and trust, and we are fully dedicated to restoring their faith in our services.
  
  Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  
  Regards,
  Kroger

  Customer Answer

  Date: 03/30/2025

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

  
  
  
  This has been in the claim process since February 4. Photos, video, & estimates have been sent to *******. Will it take another 2 months to have a final resolution? What other hoops will I have to jump through? I will not be satisfied until this comes to a proper closure. That being my yard & driveway repaired to the way it was. The driveway is new, the yard was properly graded & grass growing.
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 04/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  As per responses by the relative department, this issue now has a claim number filed, Claim#: ***************. We are extending our sincerest apologies for the duration of time taken to resolve the issue. Now with the claim number, we are most confident that this will be resolved fully.
  
  We truly appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  Kroger Co
  
  

  Customer Answer

  Date: 04/14/2025

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

  
  
  
  Not willing to give me one of the estimate amounts to get the repairs done. They think it’s too much, and it would be sent to another department. They did offer $1000.00 less. They said that would take an additional 6 weeks if I didn’t take it. What kind of service is that? Would I have to deal with another 6 agents, none having a clue. I did everything they said to do, and it wasn’t good enough. You win, I’m done with your game. 
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Current Plus Card Number: ************
  Dear Kroger Customer Service,
  
  I am writing to express my disappointment regarding an issue with the Fuel Points reward system. We completed three feedback surveys, as instructed, and were promised 50 Fuel Points for each survey, totaling 150 points. However, despite completing all required surveys, we have not received the 150 Fuel Points that were promised to us.
  
  We were expecting the points to be added to our account promptly, but as of now, they are still missing. We would greatly appreciate it if you could look into this matter and ensure that the points are credited to our account as soon as possible.
  
  Please let us know if you need any further information from us to resolve this issue.
  
  Thank you for your attention to this matter. We look forward to your prompt response and resolution.

  Business Response

  Date: 03/07/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  We sincerely apologize for the delay in crediting customer fuel points reward after completing the survey. We understand how important these savings to our customer, and we regret any inconvenience this may have caused.
  
  As a courtesy, we have added 500 fuel points to loyalty account for March to ensure customer don’t miss out on any discounts they should have received. the fuel points balance for March is 907, that will expire April 30, 2025.  Customer can log in to their online account to check the added fuel points. Rest assured comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. We are continually working to improve the experience for our customers to ensure we are serving to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business. 
  
  We truly appreciate the patience and  continued loyalty. We look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 03/26/2025

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

  
  

  Problem:
  We took 4 surveys but didn't receive the 50 Fuel Points Bonus for each survey.
  
  
  Desired Outcome:
  Delivery; Add 200 points to account asap
  
  
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address the issue with their assistance. We sincerely apologize for the experience you encountered.
  
  Upon further review, we see that 500 fuel points were already credited to the customer's account on 03/07/2025 to honor the expected survey points and for the inconvenience. Additionally, for the month of March, the account shows 50 fuel points being added on 03/05/2025, 03/13/2025, 03/21/2025, and 03/26/2025, bringing the total to 510 fuel points, which can be used until the end of April.
  
  Please note that a survey can only be taken once every 7 days (168+ hours) to receive the fuel point reward (per household). The 7-day countdown for taking a survey and earning 50 points begins at the time of submission, not when the points are credited to your account. Please exclude the day the survey is completed when calculating the 7-day period. For example, if you take a survey on a Monday, you can take another survey the following Monday (7 days later) to earn more points. Bonus points should be added to your account immediately, though in some cases, it may take up to 24 hours. You may receive multiple invites within a 7-day period, but you will only receive fuel points for the first completed survey.
  
  We truly apologize for any inconvenience this may have caused. We are continually working to improve our customers’ experiences, and your feedback is invaluable in helping us better serve you. Thank you for being an important part of our business.
  
  
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:03/04/2025

  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 3/3/2025 I placed a online order with Smith's at **** ** ******** ****. The order was placed at 6:35 pm, with a delivery time between 8:29-8:59. And me receiving my order at 7:40. On 3/4/2025 I get a message from ******* letting me know that Smith's took $12.48 from my account instead of the $2 and something tip I gave to the driver.
  When I called Kroger customer service, I spoke with Kirima a representative of the company. I explained to her that I was charged a delivery fee, when I was currently on a free trial of the boost. She told me I was charged the $9.95 because I had selected the express checkout. I explained to her that I didn't and that my delivery was free. So then after going back and forth with her, she told me she couldn't give me my money back, but that she could only give me a store credit. So I explained to her that they took money they wasn't suppose to, so I needed my money put back on my card. She insisted she couldn't do that because I had selected express check out. So I asked to speak with a supervisor, and spoke with sheaneequa. She pretty much said the same thing the rep kirima said. She stated my order was delivered within the hour, so that meant I had chosen express delivery. (Though technically I didn't receive my items within that hour) I told her the charge wasn't on my card when I checked out, but was put on the final receipt. Thank God I keep my emails and text messages because I was able to verify I wasn't losing my mind and knew exactly what I was talking about. The supervisor also gave me a case number ******** and when I asked for corporates number she gave me a 800 number for customer service.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address it with their assistance. Please accept our sincerest apologies for your experience.
  
  Boost is a membership program that customers can purchase to receive bonus fuel points, special offers, and free delivery on orders over $35.00 (excluding service fees, taxes, and any discounts, coupons, or exclusions). Please note that orders must be placed on the website or mobile app to qualify for free delivery. Orders placed through *********’s website or app will not qualify for free delivery. Additionally, the following items are excluded from the program: pharmacy prescriptions, adult beverages, tobacco products, gift cards, money services, lottery tickets, postage stamps, and delivery tips.
  
  For an additional fee, customers using ********* can choose an express delivery time slot at checkout. This provides the fastest same-day delivery service. The service fee will appear on the receipt as either an EXPRESS DELIVERY FEE or DELIVERY FEE. However, this fee does not apply to the Boost free delivery benefit.
  
  Upon review, we see that you paid $36.81 from your EBT card and $12.48 from your backup **** card. Please note that SNAP EBT card funds are charged at the time of order placement. Any price differences between the checkout total and the final order total will be charged to your backup payment card. This includes any modifications (such as adding items) made after the original order was submitted.
  
  The prices displayed are estimates, and the final amount is determined at the time of fulfillment. If the final amount exceeds the estimated total, the difference will be charged to your backup card.
  
  We sincerely apologize for any inconvenience this may have caused. We are constantly striving to improve the customer experience, and your feedback is crucial in helping us serve you better. Thank you for being a valued customer.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/06/2025

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

  
  

  
  

  (The business did not address the reason for me filing the company. They didn't look at the photos submitted,  otherwise they wouldn't have been rambling off information I already knew.  The complaint is about the $9.95 delivery fee I was charged,  when my order was free delivery( PLEASE REFER TO THE FINAL RECEIPT I SUBMITTED HERE) Also as you stated, my order was over the $35 so that entitled me to free delivery.  So I ask once again that korger corporate look at the submitted evidence,  and refund to my **** card ending in ****,  the money taken from my account. )
  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 03/09/2025

  Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance. We sincerely apologize for the unsatisfactory experience you encountered. This is certainly not the level of service we aim to provide to our valued customers.
  
  Please note that Boost is a membership program that customers can purchase to receive bonus fuel points, special offers, and free delivery on orders over $35.00 (excluding service fees, taxes, and any discounts, coupons, or exclusions). Orders must be placed on the website or mobile app to qualify for free delivery. Orders placed through *********’s website or app will not qualify for free delivery. Additionally, the following items are excluded from the program: pharmacy prescriptions, adult beverages, tobacco products, gift cards, money services, lottery tickets, postage stamps, and delivery tips.
  
  For an additional fee, customers using ********* can choose an express delivery time slot at checkout, providing the fastest same-day delivery service. The service fee will appear on the receipt as either an EXPRESS DELIVERY FEE or DELIVERY FEE. However, this fee does not apply to the Boost free delivery benefit.
  
  Upon review, we see that you paid $36.81 from your EBT card and $12.48 from your backup **** card. Please note that SNAP EBT card funds are charged at the time of order placement. Any price differences between the checkout total and the final order total will be charged to your backup payment card. This includes any modifications (such as adding items) made after the original order was submitted.
  
  The prices displayed are estimates, and the final amount is determined at the time of fulfillment. If the final amount exceeds the estimated total, the difference will be charged to your backup card.
  
  We sincerely apologize for any inconvenience this may have caused. We are constantly striving to improve the customer experience, and your feedback is crucial in helping us serve you better. Thank you for being a valued customer.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 03/10/2025

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

  
  

  
  

  (LOOK AT THE UPLOADED SCREENSHOTs. As you can see, the email you sent me IS A FINAL RECEIPT! and it states, DELIVERY FEE 0! Please refund me my $9.95 I was charged for delivery.) Thank you!
  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 03/12/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  After carefully checking the customer's order from March 03, 2025, with order number *******************, it appears that the customer purchased the minimum spent and that should not be charged of delivery fee. Upon reviewing, there was an enterprise outage that caused for the customer's Boost benefit to not work on the order. However, the issue is already fixed. 
  
  To make this right, I have added $15 on their account. Please see following information on how they can use it,
  
  •Kroger Delivery- Automatically applies in the order.
  ********** Delivery- Add a special instruction that you want to use your credits.
  •Pick up order- Automatically applies in the order.
  •In store- Scan your card or enter your ALT ID and the credits will apply on your purchase
  
  We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. (I thank you for fixing the problem,  but I would like my money put back on my **** card ending ****. I would like to spend my money where I want, and not be limited to use at smith's. )

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

  Business Response

  Date: 03/13/2025

  Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance. 
  
  We are very saddened to know about the inconvenience you've had even if you're a member of Boost and expecting a better and easier service experience. This is certainly not the level of service we aim to provide to our valued customers.
  
  But as mentioned from the previous email due to the type of delivery on your transaction which is the ********* express delivery time slot at checkout, providing the fastest same-day delivery service, Boost free delivery benefit will not apply. And any excess charges on the final amount when the order was fulfilled will be charged on your backup card. The reason why we cannot process the refund since the charges were all valid. 
  
  We checked on your account and $15 credit were added already for the inconvenience. 
  
  How to use the store credit: 
  1. Kroger Delivery or Pick Up- the credit will automatically deduct upon checkout process. 
  2. ********* Delivery- Just add an instruction to a special notation box that you want to use the credit. 
  3. In-Store- Kindly advise the cashier that you want to use your store credit on your loyalty card. 
  Store credit cannot be use as payment for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. 
  
  We sincerely apologize for any inconvenience this may have caused. We are constantly striving to improve the customer experience, and your feedback is crucial in helping us serve you better. Thank you for being a valued customer.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 03/14/2025

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

  
  

  
  

  (PLEASE, keep your $15. Everyone answering these emails is incompetent.  None of y'all took the time to actually look at the receipts y'all sent me, that CLEARLY showed that there was no delivery charge on my FINAL receipt.  Then in the last message I received from you guys,  whom ever responded,  Stated that you guys was CLEARLY at fault! Some bogus system error. That's why the $15 credit was even applied.  But like I said,  KEEP YOUR CREDIT,  I got my money refunded already ;)) Have a Blessed Life!!
  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  

  Customer Answer

  Date: 03/17/2025

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

  Hello, I would like to close this claim.  The business never refunded my money back to my visa card, so I filed a complaint with ******* and they have refunded me the money.
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue that I have with the company is I try to get in touch with them to resolve an issue. I did an online order two months ago and was charged to feed that I shouldn't have been charged for. I sent them numerous emails trying to get in contact with someone, but they never tried to get back in touch with me. All I want is my refund of $4.95 and we're good to go. That is a fee that I should have never been charged for because according to their policy if the order is over $35 there is no pickup fee and you can clearly see in the screenshot that I posted that my order is over $35. I would like this issue resolved as soon as possible. Thank you.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the chance to address it with the help of the BBB. We sincerely apologize for the experience you've had, especially being charged for the pickup fee from your previous order.
  
  Please note that if the total order (excluding discounts, taxes, and fees) exceeds $35, the pickup fee will be waived.
  
  Additionally, I am adding a $5 credit to your account to honor the pickup fee and for the inconvenience, which you can apply to your next in-store or online purchase. The credit is easy to redeem and has no expiration date. It can be used both in-store and online, but not at fuel centers. For in-store use, simply present your loyalty card or ALT ID and inform the staff about your credit. For pickup orders, delivery orders, and Boost memberships, you can apply the credit during online checkout.
  
  We deeply apologize for any inconvenience this may have caused. We are committed to enhancing our customers' experiences, and your feedback plays an important role in helping us serve you better.
  
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:03/03/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is trash. Kroger makes millions of dollars selling food and doesn't spend anything on property maintenance. I live behind the Kroger and every time the wind blows from the south, which is very frequently, the trash from the property which Kroger resides blows into my yard. I've lived at this residence since 1997 and it's been a problem for the past 10 years. Weekly I have to spend an hour of my time filling up my resident dumpster with Kroger trash. I'm sick of it!! If the BBB can't do anything about it, I'll file a lawsuit. I've spoken to management 3 times over the years, I've emailed corporate. No response from them and store management seems impotent towards the issue or they don't care. I need results or I'm suing for damages.

  Business Response

  Date: 03/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry for what the sender is experiencing regarding the store's condition on the disposal of waste. We are doing our best efforts to provide assistance and address the issue. Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  
  Kroger Co

  Customer Answer

  Date: 03/05/2025

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

  
  

  
  

  Accepting this response closes the case. I won't accept anything short of results. And if there are results, and those results end up being only temporary, then I will file a second complaint with the BBB. If there is a third complaint, it will be filed in court. 
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern that was submitted through the BBB. We appreciate the opportunity to address the customer’s issue with the help of the BBB, and we sincerely apologize for the experience you’ve had.
  
  After further review, I want to inform you that this issue has already been escalated to our internal management teams. Please note that the review process may take some time, as we are committed to ensuring the implementation of best practices for all programs to function properly for our customers. Once the review is complete, we will promptly share the findings and any proposed actions. We deeply apologize for any inconvenience this situation may have caused. Your feedback has given us the opportunity to evaluate, address, and resolve this matter.
  
  
  Regards,
  Kroger Co.
  

  Customer Answer

  Date: 03/07/2025

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

  
  

  
  

  No action taken as of yet.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. 
  Customers well-being is of the utmost importance to us. We understand the importance of a prompt resolution and we truly appreciate customer bringing this matter to our attention.
  
  Please know that we have escalated this issue to our internal management team, who are actively working on a solution to properly address and rectify the situation. We are currently awaiting their response and will keep customer updated as soon as we receive any new information.
  
  Customer patience and understanding are greatly appreciated, and we truly value you as a member of our community.
  
  Regards,
  Kroger

  Customer Answer

  Date: 03/10/2025

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

  
  

  The Kroger Corp. responded with copy and paste reply. No action has been taken. Trash is still present on their property. Trash is still blowing into my yard.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/12/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern that you submitted through the BBB, and we appreciate the opportunity to address it with the help of the BBB. We sincerely apologize for the experience you had.
  
  After further review, we’ve already forwarded this issue to our internal management teams, and we are currently awaiting an update. I will also follow up to ensure this matter is looked into as quickly as possible. However, please understand that this review process may take some time, as we want to ensure that we are implementing the best practices to ensure all programs function correctly for our customers. Once the review is complete, we will promptly share the findings and any proposed actions.
  
  We sincerely apologize for any inconvenience this may have caused. Your feedback has given us the chance to assess, address, and resolve this issue.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/12/2025

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

   

       * Has the company addressed the issues of this dispute?  Not as of yet
       * If not, why? They haven't had enough time or they forgot about it.
       * If an offer of resolution was made, has the company fulfilled the proposed offer?  They have not fulfilled their promise to look into the matter or take any action. 

  
  

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

  
  

  Business Response

  Date: 03/13/2025

  Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address it with their assistance. We sincerely apologize for the experience you encountered.
  
  After reviewing the issue, please be assured that a follow-up has already been sent to our internal management teams to ensure this matter is addressed promptly. Once the review is completed, we will quickly share the findings and any proposed actions.
  
  We deeply apologize for any inconvenience this may have caused. We are committed to improving our customers' experiences, and your feedback plays a vital role in helping us serve you better. Your input is invaluable, as our customers are at the heart of our business.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/14/2025

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

  
  

  
  

  There has been no action taken as of yet.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/14/2025

  Thank you for contacting the Kroger Executive Office. I have received your concern that you submitted through the BBB. We appreciate the opportunity to address this matter with the assistance of the BBB. Please accept our sincerest apologies for your experience.
  
  Rest assured that we will promptly share the findings and any proposed actions once the management team provides an update. We have been consistently checking the follow-up we forwarded to them to ensure we receive the latest update.
  
  We deeply apologize for any inconvenience this may have caused. We are committed to improving our customer experience, and your feedback plays a crucial role in helping us serve you better. Our customers are essential to our business, and we truly value your input.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/18/2025

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

  
  

  
  

  So far nothing has been done. I won't be satisfied until action is taken for a long term/permanent solution to the liter problem. This includes shopping carts left stranded in driveway of Kroger at **** ****** **** ******** ** *****
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/19/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry that this is taking a while. Upon reviewing the case, we can see that it is still under review, but we are consistently sending them follow up so that we can resolve the issue. Also, there were changes in the internal management that handles this kind of concerns to view the issue that was raised. 
  
  Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 03/19/2025

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

  
  

  
  

   * Has the company addressed the issues of this dispute? No action has been taken.
       * If not, why? Internal red tape.
       * If an offer of resolution was made, has the company fulfilled the proposed offer? Nothing has been done as of yet.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/19/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We understand your frustration regarding this concern, and we really apologize that no action taken yet in the store. Rest assured that this concern has been relayed with the proper department and still on progress. We are still waiting for the update and no worries since we will advise you as soon as possible we received any information. 
  
  We are committed to provide a safe and friendly environment and this feedback is not really what we want to hear as experience from anyone. We will look closely on this case and will continue to coordinate with the proper team with the solution. 
  
  Regards,
  Kroger Co.
  
  

  Customer Answer

  Date: 03/28/2025

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

  
  

  
  

  There is nothing for me to reject. This business has not said anything worth responding to. The ball is in their court. When are they going to have an answer from the store?
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 03/29/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry about the trouble this issue has caused them. We are giving our best efforts to provide good service to our valued customers. We know that this is taking a while, but we received an update today from the internal management. They are currently investigating the matter, and they are trying to confirm the root cause of stack up garbage that is affecting houses nearby. As of now, they are unable to provide the full report, but it will be available after the weekends.
  
  We will surely share the results as soon as we received it. We apologize for the all the inconvenience tgus has caused them. We hope that we can make it up for them.
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 03/31/2025

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

  
  

  
  

  Efforts are appreciated but I can only accept results.
  
  
  
  
  Regards,
  
  
  
  ***** ********
  
  

  Business Response

  Date: 04/06/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry that our response took a while. We are doing our best efforts to have the issue addressed and we want to make sure that we are providing correct information. The division management has communicated with the store management regarding the issue and upon careful investigation they confirmed that the improper disposal of the trash is not from Kroger. The said trash belongs to the other shops in the building that seems to be near the Kroger store. They had raised this concern to the owner of the building to coordinate this situation to the other shops in the building.
  
  We hope that we have addressed the issue, and we would like to thank the customer for bringing this to our attention as this may affect the services and environment where Kroger stay.
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  While I agree that the other businesses in the building are major contributors to the trash problem, Kroger is not doing it's part for cleanliness (See photos taken on 4/7/25). There needs to be regular inspection behind the building. The manager could easily come in the back way and look for trash and shopping carts. The other business will also be on notice and complaint. I believe it's in your best interest to assist me with this problem in any way you can. Have some pride. Take some initiative. Please!
  
  
  Regards,
  
  ***** ********

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Kroger multiple times about this issue but their employees refuse to resolve the issue and I keep getting passed from employee to employee. I have paid for a full year of Kroger's Boost Membership and I want a refund. I also what a refund for the money they have stolen from me and continue to tell me they are unable to provide refunds only in store credits. They have a money back guarantee on this membership (see attached email from Kroger) and and I am very unhappy with the fact they keep stealing from me and lying about it. I have made multiple orders where the amount of my order changed by at least $20 at checkout to the final receipt, after the products are either picked up or delivered. These order are sometimes same day, same Kroger ad/coupons, no substitutions or changes to the order yet the amount magically increases and there is no reason and Kroger does not care to investigate. In the past, Kroger has admitted to issues with their coupons but still they will won't correct their system or make it right with the customer when their system malfunctions. They also provide not notifications that they are increasing you payment and they only way to really know that they are up charging your order is to keep an eye on your bank account. I have put months into this issue and hours of wasted time with their company never trying to fix this issue. The resolution I am looking for is a refund amount of $100 for my Boost membership, repeated overcharges without any refund.

  Business Response

  Date: 03/04/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We value customers membership and aim to provide with the best experience possible and it is disheartening to learn that we did not meet your expectations.
  
  We understand that issues may arise with our products or services, and we are committed to addressing and resolving concerns promptly. However,  after carefully reviewing customers account activity, we found that subscription has been active for more than a month and has been used for multiple delivery orders.  Unfortunately, due to these circumstances, we are unable to process a refund in this case. We understand that this may be disappointing news and apologize for any inconvenience this may cause. 
  
  Rest assured  comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers.  We are always looking to improve the experience of our customers it will helps us ensure we are serving customers the best of our ability. Thank you for your understanding and patience in this matter.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.
  
  Regards,
  Kroger

  Customer Answer

  Date: 03/05/2025

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

  
  

  
  

  They only addressed one part of the problem discussed. I'm still looking for the money they stole from me. It was unauthorized transactions to my bank account.  Also, that is not an appropriate response for the membership issue. I'm paying for services and they are not providing those services. It does not matter if I've had the account for a month or 5 months. A company can't just stop providing services and still be taking money from a customer. Kroger steals from me when I use their boost membership so I'm unable to use their services because I don't want my money to be stolen. They have stolen money and they are also refusing to return it so why would I, as a consumer, actively use a service knowing the company is going to steal from me every time I use it and then refuse to give me my money back when they steal from me.
  
  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 03/11/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
  
  As mentioned in our previous email, we regret to inform the customer that we are unable to process a refund for their Boost membership. Since the membership has been active for over a month and has been used for multiple online orders, we are unable to make exceptions to our refund and boost cancellation policy.
  
  Additionally, regarding the customer's refund request for overcharges, we have carefully reviewed their account and noticed that credits have been applied on multiple occasions to compensate for any unapplied discounts or sale prices. We hope this has helped balance any discrepancies.
  
  Please accept our sincerest apologies for your experience. Your comments have provided us the opportunity to evaluate, address and correct this matter. We truly appreciate the customer's continued support and value your business. 
  
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 03/14/2025

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

  
  

  
  

  They refused all request and provider absolutely no resolution! I will be escalating this issue to the **** Attorney General and filing a fraud transaction complaint with my bank. There was no stipulation on time frame on the email I received that advised a guarantee of satisfaction on the Boost membership. Fraud and theft is illegal and I have not used the membership since this incident and they "in store credit" is Kroger just lining their pockets with my money. They took my money for things I never purchased and then pretended to give me "fake money" back by keeping my money for me to spend and their store.
  

   

  This is NOT an acceptable handling by Kroger and they can take their BS response and shove it where the sun doesn't shine!!!
  
  Regards,
  
  
  
  ***** *******
  
  

• Initial Complaint

  Date:03/01/2025

  Type:Customer Service 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 visited the Kroger store on ****** *** in ********** **, in July 2024 to shop as I normally would. While in the store, Kelly, the General Manager of the florist department, suddenly began yelling, cursing, and threatening me. She also threatened to physically remove me from the store without provocation.
  
  I contacted the store multiple times to report this incident, but instead of addressing the employee’s inappropriate behavior, the management sided with both the employee and another customer. Rather than investigating the matter or taking corrective action, they escalated the situation by banning me from all Kroger locations.
  
  Attempts to Resolve:
  I made several attempts to discuss the issue with the store’s management, but they refused to take my concerns seriously and did not offer any resolution.
  
  Desired Outcome:
  I would like Kroger to acknowledge this unfair treatment and reconsider the ban. As a resolution, I request a Kroger gift card that I can use for online shopping since I am no longer allowed in their stores.
  
  Thank you for your time and assistance in this matter.

  Business Response

  Date: 03/02/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  According to few of many recorded cases for the customer, the customer has been raising their complaint with the same florist in the store way back March 2024. We can see that every time they do that, an escalation is being done and being sent to the store. Banning the customer from the store they mentioned is beyond of our decision. This action is being decided by the store's management and Kroger Corporate offices stand behind the leadership of the store or pharmacy who are empowered to make decisions regarding store operations. Also, we are able to confirm that the customer has been receiving store credits from us every time they do it.
  
  We would like to inform the customer, that their concern will be carefully investigated. However, a store credit or a gift card, which is not available on our platform, will be subject for approval for their concern.
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:02/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been ordering online for delivery for about a year now. For the past about 2 months, every time I try to place the order, I get error code ** ****. I called the first time, and they cleared it, and I was able to place the order. I thought it was a one-off thing, but this has happened now every single time I tried to place an order. It is extremely frustrating, because the only way to get the order to go through is to call customer service and have them clear the error. Nothing on my account has changed in the past year, including credit card used, so I don't know why this is happening. I have called multiple times, transferred to multiple people, and been on hold for long periods of time, and the issue still has not been resolved. Case numbers ********, ******** are the latest. I have cancelled a few orders because of this. If I go to place an order online, I don't want to have to call the business every single time to get the order to go through. I would like to continue to order from Kroger, but will not if this is not resolved.

  Business Response

  Date: 02/28/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  According to the recorded case ********, which the customer provided, as of Feb. 27, 2025, the blocks were already removed, and the customer was able to place an order online. We are truly sorry if this keeps happening to them whenever attempting to place an order online. As for now, the team that the customer spoke with had taken notes to verify why the customer is experiencing difficulties on their account. 
  
  We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 02/28/2025

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

  
  

  
  

  Their response said the block was removed, which it was, But as I said in the initial complaint, every time I place an order, I have to call to ask them to remove the block. The agents I spoke to could not tell me why this is happening and surmised that this will be an ongoing issue. Resolution on this issue will be figuring out the reason this keeps happening, which nobody so far seems to be able to do, so it does not happen in the future.
  
  
  Regards,
  
  
  
  ******** *****
  
  

  Business Response

  Date: 03/01/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  As per previous response, the blocks were already removed, and we can see that the customer has a pending order that was placed on Feb. 27, 2025. As of now, we are unable to provide results or updates about the recurring issues that the customer experienced when attempting to place an order before their report through this platform. However, as said from the initial response, our Kroger Customer Relations Center has noted the issue they are experiencing, and they are currently investigating on why it is happening. Still, if there are any problems involving the same thing they experienced, they can always call the mentioned department for assistance as they are the only one also that can review them deeply.
  
  We understand how frustrating it is, but we are truly sorry for the inconvenience this has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:02/26/2025

  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.

  Today I visited the Kroger store on *** ******* ** in Alpharetta at 12 noon. My experience was horrific. I went to cash in my coins at ********, which I do on a weekly basis. After cashing in my coins, I like to use my voucher towards my purchase at checkout. Well today, the African American female cashier with the glasses (didn’t get her name) said that I was not allowed to use my voucher at checkout. She said, “You should have told me you were using it in the beginning. I can’t use it now. You’ll have to use it next time.” I said, “so what I’m I supposed to do, leave without my purchase? Or do we have to redo the whole checkout again? Because it’s all I have”. She insisted with a condescending attitude that I would have to use it the next time. I felt as though she just didn’t want to be bothered. I asked if I should just cash it out at customer service. She said, “Yes, just cash it out!” After cashing it out at customer service. I left feeling horrified by the customer service I received. So I decided to call the store and speak to a manager. The manager on duty, L*** is who I spoke to. I informed him of my experience and asked why I wasn’t allowed to use the voucher at checkout, as I have done so many times, at so many various Krogers without a problem. He proceeded to tell me that the other Krogers were wrong and that they’re not supposed to do that. He accused every single Kroger I have ever been to as going against “Kroger policies” and that they are trained NOT to do that. I could not believe that he would purposely tell me something that was not true, in total disregard for me as a customer. I felt completely disregarded and disgusted. His attitude was also very condescending and smug. I felt as though he was only trying to cover for the cashier’s horrible actions, and he didn’t care about customer service either. This was the worst and most hurtful experience I have ever had as loyal customer to Kroger.

  Business Response

  Date: 02/27/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry for what the customer experienced on their last visit on Feb. 25, 2025, at Kroger store on *** ******* **. in Alpharetta. We never meant for them to have an encounter like this. As we don't have the full detail on the how the voucher from ******** works in the register, we also rely on the store's policy. However, we understand that what the customer felt is not what we take lightly. 
  
  Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  This may take time for us to get the results of the escalation but will surely share it to the customer as long as we received the response. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a online order through the jay c app on 2/7/25, when I went to pick it up they loaded it in the trunk and I stayed in the car. I did not notice at that time I was missing a few items but when I came home and realized I called the store the next day (it was late when we got home and they had already closed) so on the 8th I called and told them I had missing items and they said since I made the order online it would be easier to get a refund through the app and they told me where to go to do it. It gave back one refund of $10 on the pack of pork that the plastic wrap was ripped but said I would need to contact customer service on the other. I did and spoke to K***** *** through the chat she said she processed the refund for missing items but I never got the email and never recieved the money I emailed jay c and didn't get any help. I'm hoping to get my money back and be on my way I am a single mother care giving for my elderly grandpa and just can't afford to pay for items I didn't recieve. My missing items was the 12 pk of coke, 12 pk of big red, the mozzerella sticks that was *substituted* and the 10lbs potatoes was rotten and clementines were soft and bad had to through half of them away. I don't usually do pick up orders and this was a experience that won't change my view. I just want it made right. I screenshoted the email that was sent but didn't the chat I didn't know I would need a picture later when I spoke to her. Thank you.

  Business Response

  Date: 02/27/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  According to the cases related to the customer's concern, on Feb. 13, 2025, the customer contacted us about the missing items from their pickup order on Feb. 07, 2025. They were first informed that a refund request has been submitted, and this may subject for approval. |An investigation was done and found excessive refund activity on their account. They found multiple accounts, which we do not allow for customers to create multiple accounts. Customer will no longer be able to use our online ordering system. All future purchases will need to be done in-store as they will no longer be able to order online. Any issues with in-store products should be brought up with the store team.
  
  Regards,
  
  Kroger Co.