Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/25/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 20, 2025 around 3:42pm I was in the checkout lane (3/4) purchasing groceries at H.T. As I completed my payment for 3 orders an employee wearing a white buttoned down shirt, standing to my left, confronted me saying “ma’am, may I help you”. I turned towards her and said no thank you. She continued to ask me 3 more times while following me out of the store and lobby. I ignored her retrieved my groceries from the cart and crossed the street, as I walked to my vehicle I turned around and noticed the lady still staring at me while standing beside the trash disposal. I noticed her picking up a white piece of trash off the ground. I got into my vehicle and left. I have never been subjected to such racial profiled at this Harris Teeter or any HarrisTeeter.
I contacted headquarters to report the incident.
I had another encounter with Regetta who demonstrated poor customer service skills and lied about sales prices marked on the shelves and she would switch items and not honor the company’s policies on mid-marked sales prices.
Gave the information regarding this encounter to Eric, Mr. S**********, and Brandy.
I spoke with Brandy who told me employees are not to follow customers outside for no reason due to liability and safety reasons.
I also told Brandy I was aware that her staff at H.T. was talked to in regarding this matter because I observed Regetta staring at me from down the aisle. I was in aisle 1 and she was in between checkout lane 1 and self-checkout.
Another problem occurred when entered self-checkout. 2 Caucasian ladies were at the register purchasing their groceries, one had a child, Robert hurried over to the location and greeted me and stayed until I completed my purchase. He left the area when I left to go to the customer service desk,?while the 2 Caucasian ladies remained at self-checkout. I stood by the lottery machine observed him while documenting what occurred. The ladies left but more customers came to checkout Robert returned later…
Business Response
Date: 02/26/2025
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. Please accept our sincerest apologies for the experience you’ve had.

Please be advised that the customer should reach out to the appropriate team, specifically the Harris Teeter Customer Service line at ###-###-####, for further assistance. Their line is open Monday-Friday from 8:30 a.m. to 6 p.m., Saturday from 10 a.m. to 2 p.m., and is closed on Sunday. This contact is necessary for the customer’s complaint to be investigated as quickly as possible.

We truly apologize for any inconvenience this may have caused. We are continually striving to improve our customers' experience, and your feedback helps ensure we are serving you to the best of our ability. Our customers are essential to our business, and we value your input.

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

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

I have been in contact with Harris Teeter Headquarters and I have spoken with several individuals (Mr. S**********, Brandy, etc) regarding this issue. Per Brandy, the tape was to be reviewed and she would be in contact with me…I was never contacted back. I called and left messages that went unreturned; a month ago. I was told racial profiling is an issue that your company takes very seriously but now I am seeing that it is not a priority in the eyes of your company. Which in turn has me to believe that your customers are not a priority just your bottom line.

I would like for someone to contact me to find a resolution.

Thank you,

Regards,

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

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 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. In Kroger, we aim to resolve the issues and concerns of our customers. We are confident that this issue will be addressed promptly by Harris Teeter department as per the last response. We are highly advising you to please report the issue to the proper department for immediate assistance. On our end, we have also forwarded the issue to the relative department.

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

Regards,
Kroger Co
Customer Answer
Date: 03/31/2025
I last spoke with Stephen R**** on March 12, 2025 from ********.
Mr. R**** stated he will be in contact with me and he said it may take a while.
He believed the situation was a customer service issue and I disagreed with his opinion and I stated the reasons why. Mr. R**** believed he should reach back out to Harris Teeter Headquarters to get an accurate description of the complaint from their standpoint because there were gaps in the incident from headquarters, I mentioned the cameras were to be viewed, and told him store policy’s were ignored.

Thank you,

*** ***** *****
Business Response
Date: 04/01/2025
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 treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.

Please rest assured that we have forwarded Harris Teether Corporate Service Team and they will be handling the matter to ensure it is properly addressed and they follow up on *********. We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

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: 04/02/2025
Thank you for following up with Harris Teeter. I have been in contact with Mr. R**** from ********. I am currently waiting for a return call from Mr. R****. He explained to me that it will take some time to get back with me.

I look forward to resolving this complaint with ********.

Thank you,

*** ***** *****
Business Response
Date: 04/03/2025
Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we sincerely apologize for failing to meet these expectations during your visit. Your unsatisfactory experience is certainly not what we strive for with our valued customers.

At Kroger, we aim to resolve the issues and concerns of our customers promptly. We are confident that this issue will be addressed by the Harris Teeter department as per the last response. We strongly advise you to report the issue to the appropriate department for immediate assistance, specifically the Harris Teeter Customer Service line at ###-###-####. Their line is open Monday-Friday from 8:30 a.m. to 6 p.m., Saturday from 10 a.m. to 2 p.m., and is closed on Sunday. This contact is necessary for your complaint to be investigated as quickly as possible.

Please rest assured that we have forwarded your concern to the Harris Teeter Corporate Service Team, and they will handle the matter to ensure it is properly addressed and followed up on by ********. We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

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

Thank you for your understanding and cooperation.

Regards,

Kroger Co
Customer Answer
Date: 04/15/2025
Better Business Bureau:

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

I have not heard from ******** in 30 days.

Regards,

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

Business Response
Date: 04/15/2025
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 treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.

Since purchased made to Harris Teeter, we advised to coordinate directly with the Harris Teeter Customer Service line at ###-###-####, for further assistance. Their line is open Monday-Friday from 8:30 A.M. to 6:00 P.M., Saturday from 10 A.M. to 2 P.M., and is closed on Sunday. This contact is necessary for the customer’s complaint to be investigated. Also, since customer mentioned that she's waiting for ******** update, please advised to call ###-###-####.

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: 04/16/2025
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 contacted ******** in hope to reach Stephen R****.
I was unsuccessful but I will reach out to him at a later time.
I was previously told that ******** will be handling the situation because it is out of Harris Teeter’s hand for resolution.

Regards,

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

Business Response
Date: 04/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

Please note that the customer should contact ******** at ###-###-#### for any further follow-up or assistance.

We deeply regret any inconvenience this situation may have caused. We are committed to improving our customers' experiences, and your feedback is invaluable in helping us serve you better. Our customers are vital to our business, and we truly appreciate your input.

Regards,
Kroger Co.
Customer Answer
Date: 04/28/2025
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,

*** ***** *****
I have previously responded to the above complaint.

I have reached a settlement offer with Sedgwick on the behalf of Harris Teeter. I am awaiting for the completion of the settlement to process.

Thank you.
Initial Complaint
Date:02/24/2025
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.
Krogers has my address and card flagged, not allowed to do pickup or delivery, contacted them several times, they say they're going to unflag it, never do, and still to do this day I can't use krogers it's been months
Business Response
Date: 03/07/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to cases recorded for the customer, it appears that the customer was advised to call our Kroger Customer Relations Center to have the error code and issue checked on their end. Also, we can see that on Feb. 24, 2025, their online account was requested to be deleted which can be used to determine if they still have the block on their account.

If the customer will have another online account and receives the same issue, they need to call the mentioned department above, to have this reviewed further at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm. We 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:02/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When ordering items for shopping pick up, items begin to show 'delivery only', as this does create discriminatory business practice, by limiting items to a 'certain class' of consumers. Furthermore, under Consumer Rights protection, this violates the right of choice, since there is no other option except to 'upgrade' a service. Market (customer) allocation is harmful to the market. Both the ******* and ******* Antitrust Acts prohibit this business practice because it promotes unfair competition.
Business Response
Date: 02/25/2025
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. Items on the banner site or mobile app may be listed as Delivery Only. This means that the item is not available for Pickup or In-Store orders. Delivery orders have their own assortment based on items that can be found in our Fulfillment Centers and In-Store. We list all available items because Customers may want to see everything that is available for different modalities and potentially add those items to a Delivery order. We list all available items because Customers may want to see everything that is available at their local store and potentially add those items to their In-Store or pickup shopping list.

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

Regards,
Kroger Co

Customer Answer
Date: 03/01/2025
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.

Being that at any given day you can CLEARY se the 'shopper employees', completing their tasks around the store, this action negates "they use their own stock". Further more, by filtering items to make 'delivery only' or 'in store only' this begins to divide people by classes which in itself is a form of discrimination, see ; Title VII of the Civil Rights Act of 1964 and other laws prohibit discrimination based on race, color, religion, sex, national origin, and other characteristics

Regards,

***** ****
Initial Complaint
Date:02/23/2025
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.
Smith’s Grocery Store
*** ******* ******* ********** **
Subject: Urgent Complaint Regarding Discriminatory Treatment

Dear Smith’s Management,

I am writing to formally express my deep concern regarding an incident that took place at your store on *** ******* ******* on 02/23/2025 at approximately 1:20 PM. While shopping, I had a strong sense that I was being watched, which made me feel extremely uncomfortable. I brought my concerns to a tall employee with short brown hair, whose name badge read “Witch.” Instead of acknowledging my feelings or addressing my concerns with professionalism, she dismissed me outright, stating that it was “her job” to watch customers. However, there were many other shoppers in the store, yet I felt singled out, especially in the self-checkout area. Her complete disregard for my feelings was not only unprofessional but also discriminatory.

As an African American customer, I should not have to experience this type of racial profiling in your store. To make matters worse, I attempted to call the store four times to formally report the incident. The first time, a woman answered but immediately hung up when I mentioned filing a complaint. After that, my calls were either ignored or allowed to ring indefinitely. This level of customer service is unacceptable.

If this is how Smith’s treats its African American customers, I will no longer be shopping at your store. I am deeply hurt by this experience and expect immediate action to be taken. I request a formal response outlining how this matter will be addressed and what steps will be taken to prevent such behavior in the future.

I look forward to your prompt response. You can reach me at [###-###-####] or ******************** Sincerely,
******* ********
Business Response
Date: 02/25/2025
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 would like to assure the customer that we are communicating with the relative department regarding the issue. We fully understand the gravity of the matter and we are threading with care to ensure that proper steps are followed towards a proper resolution for the issue. We truly appreciate the customer's patience regarding this.

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

Regards,
Kroger Co
Initial Complaint
Date:02/23/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/16/25 I placed an order for pickup on 2/17/25 totaling $321.91. I received notification that my order was ready for pickup at 9am with no substitutions arrived around 10ish am and waited an hour for my order to come out. Afterwards I got home to unpack my goods and discovered my entire order was wrong and some probably more than half wasn’t my order. I contacted support customer service and was told that the store would have to assist me. I was transferred to the store and I spoken to the store associate and she admitted that due to the freezing conditions that was incoming she had an overwhelming amount of orders with little help and made a mistake. I understood but requested refund for my items and she then directed me to contact support again I called support customer service and was told the refund would have to be provided by store. I went to the store and was told they couldn’t do the refund and referred me back to support. I have been terribly inconvenienced without my goods or the funds to be able to get the items that I need. I just want a resolution and not continually get a run around.
Business Response
Date: 02/25/2025

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for the unsatisfactory picked up experienced. We strive to provide exceptional service, and we regret to fell short in this instance. We understand how important it is for our customers to receive timely and efficient service, and we deeply regret any inconvenience this may have caused.

Rest assured customer concern have forwarded to our internal management team for a thorough review and we are working diligently to resolve it. However, we anticipate that this process may take some time. Customers satisfaction is of utmost importance to us. We will keep customer informed of any updates and resolutions as they become available.

We are continually working to improve the experience for our customers to ensure we are serving to 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
Initial Complaint
Date:02/22/2025
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.
I'm not sure what location Boost had planned to select and deliver the food although I did request ********* **. I live in ******* ** which was under an emergency boil water order. In our case, we had NO water at all. It was all over the news. I'm a senior with a fractured foot (happy to provide doctor reports) so I needed to get water and food in the house since I need to be off of my foot for a while. I went online at 8AM, Feb. 15 and got my order ready. At that time every hour was available for delivery for $6.95. I'm on my HOA board and I was getting bombarded by owners due to the water shut off and trying to deal with plumbers, HVAC and management. By the time I got back to the order at 9AM all the time slots were full. I'd have to use ********* (which I won't use) at $14.95 or wait until the next day. I called to discuss my issue and was basically told by the store that its out of there control and to contact Boost. I was told, Too bad. I'm extremely disappointed that under the very unusual circumstances and no potable water they could have made some kind of accommodation. It's nice to know that I can't count on Kroger or Boost to help a community that relies on their services when we are in need. I'll be thinking twice before I shop at Mariano's again. As an added note since you took it over I've had issues with product quality. Just 2 in the last week where I received a refund in the store and the other I just submitted since I can't go out. I expect better from a store that is not my least expensive or closest option. The order number was: *******************. I sent feedback to Kroger and, aside from an apology, it was recommended that I file a formal complaint with Boost (I must be a customer) or Kroger Corporate which offers no email.
Business Response
Date: 02/24/2025

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 seamless delivery experience and sincerely apologize that we fell short of meeting customers expectations in this instance.

We deeply regret to inform that there are instances when Kroger delivery schedule reaches full capacity, preventing us from offering the services for delivery. This situation leads to only ********* being displayed as the available delivery service provider on our website. Please know that we are continually working to improve the experience for our customers to ensure we are serving to the best of our ability. While we are unable to guarantee the availability of Kroger delivery for every order, we are exploring ways to enhance our delivery options and ensure a more consistent service in the future. Your feedback is highly valued as our customers are at the heart of our business.

To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the loyalty account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout.

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: 02/24/2025
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,

**** *****
Initial Complaint
Date:02/22/2025
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 am a subscription member of the Grocery Delivery Service for Mariano's, owned by Kroger. I was not able to receive my order Tomorrow morning at no charge. I could not receive the order until after 12 noon without being charged an additional fee, even without Beer. I requested the Delivery Subscription fee be Refunded and service discontinued, as I have always been able to get my order between 6 & 9 am. I do not like the new policy and want to stop the service. I was refused a Refund in the same manner in which I paid. I was only given Store Credit.
Business Response
Date: 02/23/2025
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’ve had.

After reviewing the situation, we found that the customer’s Boost membership was canceled on 02/22/2025. The $59 was added to the loyalty account and can be used on the next in-store or online purchase. Redeeming the credit is easy and doesn’t have an expiration date. It can be used for both in-store and online purchases, though it cannot be applied at fuel centers. In-store, simply show the loyalty card or ALT ID and let the staff know that have a credit. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout.

Boost is a membership program that provides bonus fuel points, special offers, and free delivery on orders over $35.00 (excluding the service fee and after discounts, exclusions, and coupons). Please note that orders must be placed on the Kroger website or app to qualify for free delivery. Orders placed through Instacart won’t qualify. Exclusions from the Boost program include pharmacy prescriptions, adult beverages, tobacco products, gift cards, money services, lottery tickets, postage stamps, and delivery tips.

Rest assured that your comments have been forwarded to our management team. We expect the review process to take some time as we want to ensure all programs function correctly for our customers. Once the review is complete, we will share the findings and any necessary actions promptly. We apologize again for any inconvenience caused. Your feedback has helped us identify and address this issue.

Regards,
Kroger Co.
Customer Answer
Date: 02/23/2025
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 requested a Refund, not a Store Credit.

Regards,

******** *******
Initial Complaint
Date:02/22/2025
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.
Picked up an online order 2/13. I was overcharged $91.09 Reported to online chat and was advised to contact local store. I was placed on hold for extensive periods of time, hung up on, and finally spoke to Derrick at ******* ** store, very curt and said I was misinformed and to contact corporate again. Chatted with another online rep that promised a refund only to receive an email stating contact the store. Called 800-Kroger spk to Emile in another country who didn’t know anything. Asked to be transferred to U.S. and got Carrera who was the worse! She over talked me, and stated there was no one above her and refused to transfer me to her supervisor. This is a horrible way of doing business. No customer should ever have to go through this for your mistake.
Business Response
Date: 02/23/2025
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 checking the recorded case for the customer, as of Feb. 20, 2025, after their conversation with one of our Consumer Affairs Department, they contacted the store about the $91.09 charge on the pickup order. The store manager stated that it was bear and flower arrangement that was mistakenly added on the customer's order. They also said that they will communicate with the customer to resolve the issue.

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

Regards,

Kroger Co.
Initial Complaint
Date:02/20/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited the ********** Fred Meyer (**** * ********** **** ********* **) on 2/11/25 and 2/14/25. On both occasions, promotional prices/coupons were not applied to the purchases. The 2/14/25 purchase was adjusted and refunded at the customer service desk, after a lengthy and time-consuming wait. The 2/11/25 purchases, however, were not adjusted and refunded.

The service desk employee, Tamera, flat out refused to issue a refund/adjustment based on the prices these items should have been, despite me having proof of what the items cost at the time of purchase. If Fred Meyer did a better job of ensuring that items would ring up at the correct price, all of this trouble and inconvenience may have been avoided in the first place.
Business Response
Date: 02/22/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize that the customer's coupons did not apply on their transaction. We are doing our best efforts to provide assistance and good service to our customers. For further evaluation, we ask for specific details on the items that should have been on their sale price, what is the offer for the item and if it is a coupon or an offer from weekly ad for their Feb. 11, 2025, transaction.

We are truly sorry 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: 02/25/2025
Better Business Bureau:

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

There were several price discrepancies on my 2/11/25 visit. Promotional discounts for several items were not applied: (1) the Buy 3, Save $2 each was not applied to qualifying items, (2) the spend $15, Save $5 on Atkins products was not applied to qualifying items, and (3) weekly digital coupon savings were not applied to qualifying items. More specifically, an item that should have been $5.99 with a digital coupon was priced at $8.99 (a ***** product), and two items that should have been $1.49 were priced at $2.49 (****** oatmeal). On my 2/14/25 visit, none of the Buy 5, Save $1 items had the discount applied at the register.

Thankfully, on my 2/11/25 visit, I was able to catch two of the errors at the register prior to completing the purchase; however, after returning to the store to correct the digital coupon pricing errors, the customer service clerk, Tamera, refused to process a refund based on the prices I should have been charged for these items at the time of purchase. The clerk claimed that I was only to receive a refund of approximately $2.00. How is that when the error for just ONE item is already $3.00 (the ***** product)? Tamera also flat out refused to honor the price of an item displayed in your own circular for the ****** oatmeal. Tamera clearly needs additional training or a reevaluation of her ability to process refunds and credits, as this is not the first time she has completely botched a refund/price adjustment to which I was entitled. I once had to just completely return and then repurchase items at the register, as her price adjustment/refund calculation was so completely off the mark from what it should have been.

Quite frankly, I would like to know why there are so many items ringing up at prices that do not reflect advertised coupons or promotional savings? For my 2/11/25 visit alone, the pricing errors caught at the register, combined with the digital coupon errors that I didn't initially see, come to $16 in pricing errors for a single purchase. This is completely unacceptable! Then after an extended wait at customer service for a refund, I get an incompetent clerk who cannot properly calculate the correct refund amount and also refuses to honor pricing reflected in your own advertising circular. Going forward, I see that I am going to have to carefully scan and ensure that advertised prices are charged and discounts are applied prior to paying at the register, as obviously I cannot trust your system to correctly price items, nor customer service to correct obvious pricing errors after the fact.

Regards,

*** ******

Business Response
Date: 02/26/2025
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. Please accept our sincerest apologies for the experience you’ve had.

To resolve this, I am pleased to offer a $16 credit to the customer's account to honor the discount, coupons and for the inconvenience, which can be used toward her next in-store or online purchase. It can be redeemed easily, with no expiration date. The credit can be used both in-store and online, though it cannot be applied at fuel centers. To redeem in-store, simply show your loyalty card or ALT ID and inform the staff that you have a credit. For pickup orders, delivery orders, and Boost memberships, the credit can be applied during the online checkout process.

Please rest assured that your feedback has been forwarded to our internal management teams. We anticipate the review process may take some time, as we are committed to ensuring all programs work correctly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions. We sincerely apologize for any inconvenience caused and appreciate your feedback, which gives us the opportunity to evaluate, address, and resolve this matter.

Regards,
Kroger Co.
Customer Answer
Date: 03/04/2025
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,

*** ******
Initial Complaint
Date:02/20/2025
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.
Hello, I placed order with your company and it's been over a month trying to fix my issue. I have spent hours on phone, chats, and received so much different information each time and honestly terrible service and what feels like lies. I was informed by reference number ******** that I would be refunded for my incorrect order. The issue with my order was appears to had been given incorrect order at the store. I was advised from your 800 total several times I would have a refund. I even spoke with store directly and was advised by the team I would be refunded and no one has done this, no one has done what they stated they would be doing. Your customer service blames the store and the store has said they are fine with refund but since this was online they don't have access to my card to issue refund. It's been back and forth for days/weeks now. This is absolutely unfair and unnecessary, I need someone to do the right thing here so I'm not running back and forth in circles.
Business Response
Date: 02/21/2025
Thank you for contacting the Kroger Executive Office. We have received your concern through the BBB, and we appreciate the opportunity to address it. Please accept our sincerest apologies for the experience you've encountered.

To proceed with the refund for the incorrect order, the customer is required to speak directly with the store management team. If the store has already been informed that the refund is being processed, we recommend coordinating with the store to follow up. The store can be reached at ###-###-####, or for further assistance, they may contact the pickup department directly at ###-###-####.

Please rest assured that the comments have been forwarded to our internal management teams. We understand that the review process may take some time as we aim to implement the best practices to ensure all programs function properly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions.

We apologize for any inconvenience this has caused. Your feedback helps us evaluate, address, and correct such matters to improve the customer experience.

Regards,
Kroger Co.
Customer Answer
Date: 02/21/2025
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.

Like stated I have spoken/ worked with store directly, like I mentioned the store plainly directed me to your customer service based on fact they stated they didn't have access to my card information to process a refund. They claim to have no access in order to do so, they have also stated multiple times they have approved refund. I have spoken to their pickup team. Managers and etc. I have done all of the above and its time for customer service team to communicate and have this fixed.

Regards,

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

Business Response
Date: 02/22/2025
Thank you for contacting the Kroger Executive Office. We have received your concern through the BBB, and we appreciate the opportunity to address it. Please accept our sincerest apologies for the experience you've encountered.

As per the previous case (Case ********), to proceed with the refund for the incorrect order, the customer is required to speak directly with the store management team. If the store has already been informed that the refund is being processed, we recommend coordinating with the store to follow up.

The store can be reached at ###-###-####. For further assistance, they may contact the pickup department directly at ###-###-####.

Please rest assured that the comments have been forwarded to our internal management teams. We understand that the review process may take some time as we aim to implement the best practices to ensure all programs function properly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions.

We apologize for any inconvenience this has caused. Your feedback helps us evaluate, address, and correct such matters to improve the customer experience.

Regards,

Kroger Co.

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

The Kroger Company is NOT a BBB Accredited Business.