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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

Find a Location

The Kroger Company has 1860 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • The Kroger Company

      1014 Vine Street Cincinnati, OH 45202

    • Kroger

      2300 Malcalm Avenue Newport, AR 72112

    • Kroger

      215 Airport Road Hot Springs National Park, AR 71913

    • Kroger

      1295 West Main Cabot, AR 72023

    • Kroger

      8415 West Markham Little Rock, AR 72205

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/19/2025

      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 was robbed about $100 by ***** employees refusing the returns of purchases sold to me in non-usable condition. The employees lied about the return policy as an excuse to refuse the returns.
      On Jan. 20, I bought groceries from the ***** Food Store at ***** * ****** *** *** ******* **. I paid $44.50 with my SNAP card and $49.05 with my debit card. I hoped that the stores in that area such as ******* *** ****** and *** would have health food or specific food items in useable quality.
      I planned to make these returns at the ***** on **** * ******** ***** weeks ago, but I got very busy with transportation challenges using up my **** budget. I recently purchased a new bicycle from REI to use for errands such as these, and there were repeated flat tires including when I was on my way to ***** ********.
      Yesterday, Feb. 18, I took **** to ***** ******** and attempted to make returns around 6:25pm. The customer service associate told me that the return policy was any item over $20 had to be returned at the same store it was purchased from. The store manager reiterated the same lies about how the inventory count would be messed up if items were returned to a different store than where it was purchased from, and how the store it was purchased from would not get credit for the damaged items.
      At 6:31pm I called Kroger customer service to inquire about any change in the return policy. The call agent demonstrated incompetency at stating the return policy, not giving any answer to my question if items had to be returned at the same store they were purchased from.
      In answer to the victim-blaming syllabus, “Why don’t they shop somewhere else?” I have traveled to grocery stores as far as 17 miles drive from my apartment to buy what I need with varying degrees of failure.
      Refer to the bottom of the last page on the attached pdf for the total of refunds for my debit purchases at ***** Food Stores to see the ratio of the amount of returns I have had to make.

      Business Response

      Date: 02/21/2025

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize for any inconvenience to our customer  caused by inability to process return. We understand that this may be frustrating, and we truly appreciate customer patience.

      Please know that we have shared the customer comments with our internal management team for review. While we are unable to proceed with the return at this time, we would like to offer customer a $10 credit as a token of our apology and appreciation for understanding. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience. 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: 02/23/2025

      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.

      It sounds like a real person did not even read my complaint, that an AI software was used to process BBB complaints and it sent a stock response.
       
      Why would a $10 store credit be considered acceptable by you to compensate for almost a $100 loss plus my time and energy taken up with the trips to the stores?
       
      Are you not concerned that your store employees may be participating in organized crime?  Why don't you hold your employees accountable and update your published return policy to make it more difficult for the employees to lie about it?



      Regards,



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

      Business Response

      Date: 02/26/2025

      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 for what the customer experienced with their most recent visit with the store. We are working hard to provide good service to our customers. As per our Return Policy, "All Kroger Co. Family of Stores can accept returns of items purchased at any Kroger Co Family of Stores location within 30 Days of Purchase", which means that any store may accept returns even if the items were not bought from the same store. However, we would like to inform the customer that since they are in-store purchase and the other used EBT as payment method, we are unable to do the refund on our end as this solely handled by the store. What we can do is to notify the store that the customer needs assistance on the items they need to return, but the processing of return will be on their store's end.

      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.

      Regards,

      Kroger Co.

      Customer Answer

      Date: 02/27/2025

      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.

      Okay your response is a little bit better but it still needs some work.  Firstly, you can initiate a refund to my debit card for the $49.05 in purchases that were sold to me too poisoned to be usable, that is definitely something you can do from your offices and you are making excuses about being unable to. 
       
      Secondly, it isn't like this is the first time you have received complaints about store employees lying about the return policy to refuse refunds.  I'm sure many other civic activists have contacted you through BBB complaints to alert you to this issue and you have not done what is necessary to hold your employees accountable and bring this criminal activity to an end.
       
      Please refund my debit card what I paid Fry's for with my debit card that has to be thrown away in the garbage, and please update the return policy published on the Kroger website to make it clear that returns can be made at any store not just the store it was purchased from.

      Best 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 advised from the previous response, since the transactions were made in-store, we are unable to do the refund on our end as this will be directed back to the store's decision. This is the process that we have for all in-store concerns and if a refund is needed for it. Also, the line that was sent from the initial response is the policy for returns ever since for all stores.

      Again, we apologize for the inconvenience, we will surely investigate the problem and take necessary actions to make it right and fair to everyone. 

      Regards,

      Kroger Co.

      Customer Answer

      Date: 03/03/2025

      Better Business Bureau:

      I don't want to waste my time by continuing this complaint.


      Regards,



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

    • Initial Complaint

      Date:02/19/2025

      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.
      Please read the attached ***** email. It states my original complaint (via their contact form) and the reply from Kroger. The order I placed on January 6 (to be picked up on the 7th) has not been refunded as committed to by three Kroger employees. I would like the promised refund.

      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 the case recorded for the customer ********, they first contacted on Feb. 06, 2025, which is exactly 1 month after the purchase. As per our refund policy, refunds or returns are only allowed within the 30 days after purchase, wherein in the order was completed and picked up on Jan. 07, 2025. Originally, we would need to advise the customer to coordinate with the store due to it is a pickup order and the purchase is more than 30 days old already when they first contacted, but what we were able to verify is that a refund of the same items was refunded from their pickup order on Feb. 06, 2025, worth $21.59. 

      Information of refund that was promised by the store can only be fulfilled by the store as well. As for the refund request that was submitted, all refunds are subject for approval as review will be needed, which is the email that was sent to the customer. However, as for this one, we won't be able to do a refund from the Jan. 7, 2025, due to that it is more than 30 days already. A store credit worth $20 has been added on the customer's account for the inconvenience. Below are the ways 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 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: 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.


      1. On the day (January 6) I was supposed to pick up my order, I received a phone call saying it wasn't ready. I was told to wait for a phone call from the pick up department. I didn't receive one. On the evening of the 6th, I received a text and an email saying my receipt was ready, but I had not picked up my groceries because I didn't receive a call. I called the department and spoke to one of the guys that brings orders out to the car. He said my order was ready and I could pick it up on the 7th,
      2. I arrived on the 7th and Ishmael came out to my car and told me that "they were having to paper pick" my order. He said "because it fell through the cracks, we will comp your order".
      3. I called on Friday the 10th and asked to speak to Ishmael as nothing had posted to my checking account. The man that I spoke to did not sound like Ishmael. He mumbled something about that the request had been put in and took my phone number. I did not receive a call back.
      4. When I went to pick up groceries on January 22nd, there were issues. I called up to the store and spoke with Skylar and explained about my January 6 order and the issues (loose bleach cap, etc) with this order. She said that next time I pick up an order, to call her ahead of time and she would have a gift card for me.
      5. My next order was February 5th. I called her before I left the house to let her know I was coming so she could get the gift card. It was not included in my grocery order. 
       
      I don't like getting people in trouble but I do hold people accountable to their word. The reason I am making this complaint to corporate is because it was not resolved at the store level. 

       

      I have attached two screenshots from two corporate customer service employees who promised the refund. This totals four employees who have promised reimbursement.

       
      I am rephrasing my request: I would like a credit for the remaining $97.04 promised to me ($117.04 - $20 credit given). 
       
      Regards,



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

      Business Response

      Date: 03/08/2025

      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 advised from the last response, we are unable to refund the whole order when there are few affected items. WE only submit refund requests when customers ask for it, but this is not a guarantee that a refund will be approved. As seen on the email sent to the customer, the first image was already refunded on the customer's account the one that was mentioned worth $21.59 for Feb. 06, 2025. On the second image, a request has been submitted, which we already informed that this is only a request and always subject for approval.

      On the other hand, if the store promises store credit or gift card, the customer may need to coordinate with the store who promised them of the credits. Also, if the customer requests for whole order refund, this may need to be coordinated with the store as well.

      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: 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.
       

      It appears that what I wrote was not read and understood.

      1. As stated in the previous rebuttal, I spoke with the store on more than three occasions and was told I would a) have my order "comped" and b) I would be given a gift card since the order was never credited. When they didn't follow through, I contacted corporate.
      2. I have spoken with five corporate customer service employees, two of which said I would be credited for my order. That is a total of four Kroger employees who did not keep their word on just this one issue.
       
      I realize that you do not care about your customers or your reputation. It is not my place to get you to do the right thing. We all make choices and Kroger is not making theirs with integrity. 
       
      I am going through all of this so that when other customers come here to make complaints, they will see that your company is not trustworthy and that their issues are valid.


      Regards,



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

      Business Response

      Date: 03/12/2025

      Thank you for reaching out to the Kroger Executive Office. I have received your concern that was submitted through the BBB, and we appreciate the opportunity to address it with the assistance of the BBB. Please accept our sincerest apologies for the experience you’ve had.

      To ensure the customer receives a full refund for the order, they will need to speak directly with the store management team. They can be reached at ###-###-#### or through the pickup department at ###-###-####. Rest assured as well that this issue will be forwarded to our internal management teams, and we anticipate that the review process may take some time as we want to ensure the best practices are being followed so all programs function properly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions. We sincerely apologize for any inconvenience this may have caused. Your comments have given us the opportunity to evaluate, address, and correct this matter.


      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.

      I made multiple attempts at the store level without result. This an inadequate and inappropriate response to my request. I do not anticipate a different result by contacting the store again. It is probably safe to assume that it will begin the process over again as it has been more than 30 days since I was originally told my order would be "comped". I am incredulous that a customer service department cannot resolve a customer service issue. My request remains the same - a credit for the remaining amount of the order I picked up on January 7, 2025.


      I will repeat myself again as my opinion has not changed. Kroger is a company lacking in integrity. I will continue to make note of this so that other customers can see they are not alone in their bad experiences with the company.

      Regards,



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

    • Initial Complaint

      Date:02/18/2025

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      TWO 18 oz pkgs of SIMPLE TRUTH BLUEBERRIES SPOILED, OVER-RIPE. $4.99 ea.REPORTED TWICE TO RALPH'S "CONTACT US" EMAIL.
      DOP: 2/13/25
      TOTAL PURCHASE: $118.00

      Business Response

      Date: 02/20/2025

      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 recorded for the customer on Feb. 19, 2025. a response was sent to the customer by our product team regarding the blueberries that the customer received. As per case ********, a $15 credit was added on the account for the concern that they raised.  We apologized that their initial emails were not answered as we receive multiple emails every day and may not be able to accommodate all emails in real time. However, we thank the customer for their 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 them better in the future.


      Regards,

      Kroger Co.

      Customer Answer

      Date: 02/20/2025

      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. 

      It's sad that I was REQUIRED to provide detailed purchase info which you already had in your records, as though to discourage consumer persistency

      All in all RALPH'S is losing ever more of my business to ******** at home shopping subscription service BECAUSE ******* doesn't quibble over return/credit requests and I'm spared the INSULT of the in the store shipping experience of both chains.



      Regards,



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

    • Initial Complaint

      Date:02/18/2025

      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.
      Placed a pick up order and the morning I was supposed to pick it up I got a call at 8am saying can I come later to get it. I said sure what time and the lady said 5pm. That was outrageous since my pick up time was at 9am. So I said no I need my order sooner, she said we have no one to shop for you so it can’t be picked up at that time. I said cancel it then. She hung up and I called back immediately and said did you cancel it already and she said no, so I said can I just come get the items at noon. She said we have no one to shop for your items and then this random man got on the phone and said if you want your items come shop for them yourself so I said what? He said if you want your items come shop for them yourself, so I said are you serious? I’ll be right there because I need my items and need them this morning. It was 8:40 am and I got the text saying your order is running late we will text when it’s ready. I pulled into the store and went and got my items. Seven items so it didn’t take long, at 8:50 I went to the front with my items and said I’m here may I go, the front lady had no idea what I was talking about so she got someone from pick up. The Shana lady who called, she said oh you’re here, I said yes so can you give me a receipt so I can leave, she got the manager Andrew who was very nice but didn’t know what was going on and he went and got Cortez the “manager”. Cortez came out yelling at me “we canceled your order why are you here” I said no sir look at my app, it says it’s ready for pick up, I also called you and you said to come get my items and shop for myself. He pushed the door to the pick up area and was very upset and he cancelled my order as I was standing there with my items. He came out yelling again see it’s cancelled now! If you want those items you have to pay for them. I said I left my wallet at home why would you do that. He continued to yell and belittle me. I was visibly embarrassed. This is unacceptable! A manager yelling at me! Sad.

      Customer Answer

      Date: 02/18/2025

      It was the ******* location in ***. Pick up time was supposed to be 9-10 am and they cancelled it as I was there with my items. The manager was so rude and yelling and belittling me.

      Business Response

      Date: 02/20/2025

      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

      Customer Answer

      Date: 02/20/2025

      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 would like a store credit as well as an apology from that person. Please and thank you so much!

      Regards,



      **** *******

      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.

      According to the recorded case for the customer's concern, A $20 credit was added on the customer's account from case ******** on Feb. 16, 2025. As of now, the concern that was raised is still under review and we haven't received any updates regarding this. 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: 02/24/2025

      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 included below.


      I received the credit but I don’t think that’s enough to cover my distress with this situation. I still have not received an apology from the manger who yelled at me and I definitely need that. It is completely unacceptable for a manger to yell at a customer after he said to come pick my items because no one else was available to shop for them. I rushed out of my home to get there and get my order at the selected pick up time. I picked my items and met him at the front of the store where he yelled at me and then cancelled my order. That’s not ok. 
      Regards,



      **** *******

    • Initial Complaint

      Date:02/17/2025

      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.
      Krogers, store #***-I was using self checkout and there's a checkout clerk with her checkout monitor where she can see customer transactions. I wrote a check, provided dr license and phone number to the clerk so she can process the my check. It seemed fine, but as I walked out she said I still owed $2 and chg. Her monitor voided a coupon that was good so that's why the balances were different. My check for $125.70 was correct, front office mgr Ethan confirmed. They tried to fix it and continously ran my check through their system, in addition to voiding it and then my check was flagged as a fraudulent transaction, I could no longer write a check and a third party Co called ******* has me on file. I don't know if I can write a check to utilities currently, or anywhere. Ethan called ******* and I stood there for 20 minutes or longer and I am in the belief he had no idea how to handle it and so far there is no resolution. the number listed on the receipt got me to a person who insisted on getting personal info from to to send pamphlets of whatever programs they were selling and when I say insisted, she would not transfer me to the div who handles my situation. The number I needed was online. That rep was unprofessional, and gaslighting. Predatory perhaps. I found a number ONLINE. I believe Debra was Ethan's boss. She offered an apology, said it was possible my check was flagged because I don't have history of writing checks which is bull and offensive that she would throw that out there. I guess the employees don't know how to handle a check and even the front office mgr was unaware he was doing things that caused my check to be flagged fraudulent. I'm not making this up and I am livid. I have perfect credit, never wrote a bad check in my life. ******* could give info to companies that negatively impacts me. I want this removed from ********* file, a letter confirming it, and Kroger's rep needs to initiate that. I want a letter from Kroger's that it's handled..

      Business Response

      Date: 02/20/2025

      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 highly encourage the customer to please contact Kroger Customer Relations Center (KCRC) at ###-###-####, Monday-Friday - 9 :00AM-5:30 PM for the check related issue.

      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:02/15/2025

      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.
      Just cause a check has two names on it. It doesn’t mean they can’t cash it. The check never said, and it only had his name on it because I take care of him. I get paid to take care of him so technically it’s only made up to me they need to be trained on that because that’s a federal thing.

      Business Response

      Date: 02/15/2025

      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.

      It sounds like you're dealing with a frustrating situation regarding a check with two names on it. The rules for cashing such checks can indeed be confusing. Generally, the way a check is written determines how it can be cashed:

      1. Joint Endorsement ("and"): If the check is made out to "Person A and Person B," both individuals must endorse the check. This ensures that both parties agree to the transaction.
      2. Alternative Endorsement ("or"): If the check is made out to "Person A or Person B," either individual can endorse and cash the check on their own.

      If the check only has your name on it because you take care of the other person, it might be worth explaining this to the bank. They may have specific policies or require additional documentation to verify the situation.

      It's always a good idea to contact the bank or financial institution directly to clarify their requirements and ensure you have all the necessary information to proceed. If you feel the bank's staff needs better training on this matter, you might consider providing feedback to help improve their service.

      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:02/14/2025

      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 Tuesday February 12,2025 I submitted a Kroger order for delivery on Wednesday February 13,2025. I bought sale and coupon items. Came out to be 63.77. Here's my problem I placed my order on Tuesday way before midnight. Yet I was charged full price for most the items. On Thursday February 13, 2025 I was charged 98.80 a difference of 35.03 cents. Again I bought sale items and used coupons that was not honored because I had delivery for Wednesday. Example 99 cent coupon,I used for ****** spray air freshener I bought 5 was charged 3.49 each, had coupon for 99 cent each. Flash sales charge me full price for the few I did buy. There's more items My complaint is no where when I signed up does it say if you order online for Wednesday delivery you will be charged full price or coupons not honored due to delivery. My order was placed on Tuesday February 12. I use chat feature to fix it. They said they can't fix it. And gave me 30 store credit. I'm elder on SSI my income is stretched as it is so I specifically look for sales an use coupons. Now my bank account is overdraft for something that should not be. I need my order to be adjusted and fixed. And fix the online ordering process when it comes to Tuesday orders an Wednesday delivery service.

      Business Response

      Date: 02/15/2025

      Thank you for reaching out to the Kroger Executive Office. I have received the concern you submitted through the BBB, and we appreciate the opportunity to address it with their support. We sincerely apologize for the experience you've had.

      After reviewing the matter, it appears the customer paid $98.80 for their delivery order and received a total of $52.30 in Item Sales/Coupon discounts. Please note that prices are estimates and can change between when an order is placed and when it's paid. The final price will reflect the coupons and pricing in effect on the day of delivery. Our weekly promotions run from Wednesday to Tuesday.

      We truly apologize for any inconvenience this may have caused. We are committed to continually improving the customer experience, as it helps us serve you to the best of our ability. Your feedback is highly valued, as our customers are vital to our business.


      Regards,
      Kroger Co.

      Customer Answer

      Date: 02/15/2025

      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.
       
      Kroger replied with" our sales run from Wednesday to Tuesday ". If that's the case I placed my order on Tuesday and still was charged full price for the sale items. So I am NOT satisfied with their reply. I was not honored the sale price even though I placed my order on Tuesday, the last day of the sale. Therefore I should have been charged sale prices. When it is delivered is irrelevant. 




      Regards,



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

      Business Response

      Date: 02/19/2025

      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.

      According to the last response, the final price will reflect the coupons and pricing in effect on the day of delivery. If they placed their order with items that has sale price, promotion or offer that came from the weekly ad there is a possibility that it will not be applied. This is because every Wednesday our weekly ad changes for the new week and the offers from last weekly ad will only be available and valid if the transaction is received and completed up until the last day of the weekly ad which was on Tuesday. If the transaction is not completed by the end of the weekly ad, the sale prices will not apply, and this is what happened on their order since on Tuesday their order is not yet received and pending.

      We can also see that a $30 store credit was added on the account and another one was offered but the customer refused for it. 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: 02/20/2025

      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 did offer a 30$ credit. They however did NOT offer another. My last time submitting on this issue. NO WHERE when ordering does it state. If you make delivery for Wednesday an order on Tuesday that the sale price will not be granted. That's what I have issue with.  I'm done with Kroger will shop elsewhere once I use my 30 credit. Thanks.





      Regards,



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

    • Initial Complaint

      Date:02/14/2025

      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.
      Canceling delivery’s saying I never answered the phone to them I have been having my grocery’s delivered for over a year and have never got a phone call to have them delivered. On my account it say leave at door ring bell. Not call me

      Business Response

      Date: 02/15/2025

      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 case ********, it shows that the concern has been shared to the dispatch team. We were able to verify that the customer should have not contacted as the order was tagged as contactless. 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.

      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:02/14/2025

      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.
      Clipped an e-coupon on kroger website that states if you spend 300 dollars between feb 3rd 2025 and feb 23rd 2025, you will receive 36 dollar credit. I shopped there store feb 7th and spent $160.14 and feb 14th and spent $173.27 for a total of $333.41. On my last receipt it show that my e-coupon cumlative has been reached and reward me 0.01 cent. Then when I got home and pulled up my Kroger website, it shows that the 36 dollar coupon has been redeemed. my rewards card #************

      Business Response

      Date: 02/15/2025

      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 the issue with their support. We sincerely apologize for the experience you’ve had.

      Upon further investigation, the $36 coupon for spending $300 is still active on the customer's account and was successfully clipped on 02/04/2025. It has not been redeemed yet. Please note that when the customer spends $300 or more between 02/03/2025 and 02/23/2025, they will automatically earn $36 toward a future purchase of $36 or more, which can be redeemed until 03/02/2025. The reward is applied after all discounts, coupons, and other offers. Purchases of Alcohol, Tobacco Products, Fuel, Money Orders, ******* *****, ***** *** Cards, Money Paks, Taxes, Postage Stamps, Gift Cards/Certificates, Lottery, Promotional Tickets, Prescriptions, and Customer Care Center Services are not eligible for the reward. Other exclusions may apply, so please check with the store for a full list.

      We deeply apologize for any inconvenience caused and are always striving to improve our customer experience. Your feedback is valuable to us as it helps us serve you better. We truly appreciate your input, as our customers are at the heart of our business.


      Regards,
      Kroger Co.

      Customer Answer

      Date: 02/15/2025

      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:02/14/2025

      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 a Kroger Elite Master Card I received in August of 2024.In getting this card I get $.55 extra on $1.00 which would equal $1.55 off at the pump for 1 full year.Some way they expired my .55 contract and it has ended on February11,2025 some kind of way.I havespoken to approx. 8 agents to no avail.they keep telling me some one would call or email me that it has been fixed.No one has done anything.Please Help.This seems to be Fraud.

      Business Response

      Date: 02/15/2025

      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 (********) for the customer, it shows that as of Feb. 14, 2025, customer was advised that there was a known issue with redeeming additional discounts to fuel purchase for all holders of Kroger Elite Mastercard. We understand how inconvenient this is to the customer as they expected this to receive as a holder of the said program. As of now, the issue is still being reviewed and will be fixed as soon as possible. As courtesy I'm adding 500 fuel points on the account.

      We thank the customer for their 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 them better in the future.

      Regards,

      Kroger Co.

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