Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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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.
541 complaints closed in the last 12 months.

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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:02/13/2025
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 ordered a curbside pick up order on the KROGER mobile app. The items I ordered were different from what I actually received. I asked KROGER for a refund. The KROGER customer service hotline said that the store manager needs to click the approve button before the KROGER headquarters finance department can refund the money. The KROGER store manager said that this order was an online order and had nothing to do with the store, so the KROGER store manager refused to process the refund. I need KROGER to refund me this order, and the refund amount is $45.91
Business Response
Date: 02/15/2025
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. As per checking recorded cases from our end regarding the issue, we understand that the customer is requesting a full refund of a pickup order due to unauthorized substitutions. Please be advised that for pickup order full refund requests, our customers have to communicate directly with the store team for the refund.

We appreciate the customers understanding of our policies. 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: 02/17/2025
Better Business Bureau:
This resolution is not satisfactory to me.
Kroger still hasn't refunded me.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. Because I haven't receive any refund yet.
Please let Kroger know that Kroger's telephone customer service has told me many times to go to the local store manager to handle the refund. I have already spoken to the manager of the store where the order was picked up. I have asked the store manager to refund me, but the store manager refused to process the refund. So I don't understand why Kroger headquarters customer service asked me to go to the store manager many times. Does Kroger headquarters hope that I can help the boss of Kroger manage the Kroger local store manager and prevent the Kroger local store manager from violating Kroger's policies? If possible, I now need to add a complaint content, that is, the Kroger local store manager violated the Kroger headquarters regulations, and Kroger headquarters asked me, a customer, to manage and persuade the Kroger local store manager to obey the Kroger headquarters regulations and policies.

Regards,

** ***

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.

Kroger still didn't refund me and but the case already closed. I need a Kroger to refund me.

Regards,

** ***

Business Response
Date: 02/26/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the chance to address it with their assistance. We sincerely apologize for the experience you've had.

After reviewing the issue, we’ve already forwarded it to our internal management teams. Please note that the review process may take some time as we want to ensure we are implementing the best practices to ensure all programs are functioning correctly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions. We deeply apologize for any inconvenience caused and value your feedback as it helps us address and resolve this matter.

Regards,
Kroger Co.
Customer Answer
Date: 02/26/2025
Better Business Bureau:

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

After Kroger completes the refund to me, I will accept Kroger's handling results. I have not received the refund yet, so I cannot accept any handling results.

Regards,

** ***

Business Response
Date: 02/28/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After checking the case recorded for the customer's concern, it shows that it was already submitted for review. As advised on the previous response, we will share the results as long as it is available, and as of now there is no update yet. 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: 03/06/2025
Better Business Bureau:

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

Please refund me $45.91, thank you.

Regards,

** ***

Business Response
Date: 03/08/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern, which was submitted through the BBB, and we appreciate the chance to address it with their assistance. We sincerely apologize for the experience you've had.

After reviewing the situation, this issue has already been forwarded to the appropriate team and are still awaiting their feedback. Once the review is complete, we will promptly share the findings and any proposed actions. We will also follow up on this matter. In the meantime, the customer should contact the store manager to arrange for a refund. They can reach the store at ###-###-#### or directly contact the pickup department at ###-###-####.

We deeply apologize for any inconvenience this may have caused, and your feedback has allowed us to assess, address, and work toward resolving this issue.

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 ********, I have been to the local Kroger store and have received the refund from the local Kroger store. And this resolution is satisfactory to me.

Regards,

** ***
Initial Complaint
Date:02/12/2025
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 purchased an ABOUND ham bone from Kroger on ****** **** ** and **** ****** **** in Decatur, GA a few days ago. This is a brand I often purchase and a store I often often frequent. This is actually the only store I shop at for my dogs, my home and my personal items. The ham bone I purchased on 02/06/2025 was molded. This has never happened and is completely unacceptable to have something on their shelf for customers to purchase while molding or aesthetically unappealing. The best sold by date is 04/15/2026 so I do not understand why this bone is already molded. I also do not understand why the employees at the store allowed something that was molded to remain available to customers. My wife gave the bone to my dog, 02/09/2025, and my dog has been throwing up, extremely sluggish and clearly sick all day yesterday and he is still displaying those symptoms again today. I was unaware of what the bone actually looked like because I had not literally analyzed the bone in the store as I often purchase this same brand. Unfortunately, because I shop here so often I had completely let down my guard and completely trust Kroger. I came home early from work yesterday to better understand what was wrong with my puppy and found this bone completely molded after only purchasing it 5 days ago. 3 days if you factor in that he had started eating it 02/09/2025. I am completely disappointed and disgusted by this and this has cost me an unnecessary amount of money. Here we are 02/11/2025 and he is still refusing to eat anything, he is still throwing up and he still has diarrhea. I have missed work today costing me a total of $160. I have spent $80 on over the counter drugs for him. His visit to the vet emergency room is $200 only to be seen at **** ***** Animal Hospital. This does not include his actual problems and medication. This has also cost me pain and suffering and emotional distress because he is only 7 months old and I am afraid he will perish.
Business Response
Date: 02/13/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are truly sorry about what happened to the customer's dog. We never meant this to happen to any of our customers. We are giving our best efforts to delivery good service. We understand how important this is to the customer, and we don't take this lightly. Since they mentioned that their dog had issues when the item was consumed, this is now being handled by our Claims Department. To start with this, the customer may need to file an incident report to the store where they bought the item/s that cause for their dog to be sick. Afterwards, they need to secure the reference number attached in the report and the store will send it to our Claims Department, but the customer can directly call ******** at ###-###-#### and provide the reference number for further information about the incident.

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.

Business Response
Date: 02/13/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are truly sorry about what happened to the customer's dog. We never meant this to happen to any of our customers. We are giving our best efforts to delivery good service. We understand how important this is to the customer, and we don't take this lightly. Since they mentioned that their dog had issues when the item was consumed, this is now being handled by our Claims Department. To start with this, the customer may need to file an incident report to the store where they bought the item/s that cause for their dog to be sick. Afterwards, they need to secure the reference number attached in the report and the store will send it to our Claims Department, but the customer can directly call Sedgwick at 1-877-957-6437 and provide the reference number for further information about the incident.

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:02/11/2025
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 an order of 395.08 yesterday 02/10/2025 it was delivered to the wrong address was told i have to wait 3-5 business days for a refund. The customer service advised me they are in the Philippines her name was Alyssa
Business Response
Date: 02/13/2025
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 have coordinated with the relative department regarding your refund and would like to advise that the full refund of $397.05 was submitted successfully for the order on February 13, 2025. Please be advised that Kroger typically processes SNAP/EBT refunds immediately. However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so you'll want to check with your state agency to see when your funds are scheduled to be loaded next. The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds have to be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders. Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more. Our customers can contact their state agency for details for their state.

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:02/10/2025
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.
Can not log into account when in store
Business Response
Date: 02/13/2025
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. Upon checking the customer's account with us, it shows that the last login for the account was on Feb 13, 2025, at 10:10 AM PST. We are highly encouraging the customer to ensure that we have the most recent version of the app as well as a stable internet connection. If issues persist, we are kindly requesting the details below to check further.

1.) What device were you using? (ex: **** ******* ****** **, etc.)
2.) If you know it, what operating system name and version (ex: ******* *** *** ***):
3.) If you were in the app, can you tell me the version number of the app on your phone? It's located inside of the app if you click on the menu icon at the top and then scroll to the bottom.
4.) About what date and what time did this issue happen?
5.) Shopper card number.

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:02/10/2025
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.
I placed an order through the Smith's app on 1/28/25 (order #: *******************). I received an email that my order had shipped with tracking #: **********************. On 1/30/25, I received an update from Smith's that my order was complete but I had not received anything from the seller. I followed up with the ****** service with the tracking number and was notified the seller cancelled the label on 1/29/25, thus my order was never even shipped. I called Kroger customer support on 1/31/25 in order to get a refund, and I have gotten the run around for the past 10 days. The first person I talked to told me my order number didn't exist and she couldn't do anything for me, then she hung up on me. I called back and talked to a second person who told me she was able to find my order, and they processed a refund request and I should receive an email within 24 hours...I never got an email nor the refund. So, I called back a couple days later to follow up and the third customer service agent told me it actually takes 2-5 business days for a refund to process...After 6 days and still no refund.. I called the billing department today (2/10/25) and spoke to an agent named E*** who told me the refund request was not processed properly and that he did it the right way and it should now take up to 5 business days for me to receive an email from accounting. He didn't promise a refund, just that I would receive an email. This is ridiculous, as it should not be this difficult for a customer to get a refund for a product they never received. Kroger is allowing these third party sellers to steal from their customers. It is robbery to not give their customers their money back for scam orders. I am filing this complaint because I do not want to wait another 5 days only for nothing to come to fruition from kroger's incompetent customer service agents. I need some assurance that my refund is truly being processed. The case number given to me was ********.
Business Response
Date: 02/12/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB, and we appreciate the opportunity to address it with their assistance. We sincerely apologize for the issues you experienced, particularly regarding the order that was not shipped to you. Please be assured that we are taking the necessary steps to resolve this matter.

Upon further review, using the tracking number **********************, we found that the latest update indicated that the ****** Service was notified on January 29, 2025, that the label associated with this tracking number was canceled. A chat was also initiated with the seller on January 31, 2025. To proceed with obtaining a refund for this order, coordination with the seller is required. You can do this by accessing the request through My Purchases online. The request will be sent directly to the seller, and all further communication regarding the return or refund will be between you and the seller.

Additionally, we will initiate another chat request with the seller. Please be sure to request a refund from them through the chat that we initiate. Log into your online account, go to My Purchases, and locate your order to check for the seller's response.

Please rest assured as well that your comments have been forwarded to our internal management teams. We anticipate that the review process may take some time as we aim to implement best practices to ensure all programs are working efficiently for our customers. Once the review is completed, we will share the findings and any proposed actions promptly. We truly apologize for any inconvenience this may have caused. Your feedback allows us to evaluate, address, and correct the situation.

Regards,
Kroger Co.
Customer Answer
Date: 02/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. What I would like to say is that I had already tried to reach out to the seller on 1/31 by requesting a refund through the app, and the app told me it could not process the refund request and that I needed to contact customer support. I even tried to email the seller directly to resolve the issue and did not get a response from the seller. Thus, in Kroger's response to this complaint, they advised me to do everything I had already done, which is frustrating.
I ended up receiving the refund on 2/12/25 after filing this complaint, and while the issue ended up being resolved, I am still not satisfied with the way Kroger customer service agents treated me throughout this process. I did everything I was supposed to do as a customer. The initial customer service agent should have never told me they could not process a return at all. I sincerely hope the internal management team reviews their return process.

Regards,

******* ***
Initial Complaint
Date:02/09/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 8th, we did a pickup order at Store #*** in Centerville. The time slot was 3-4p. The only two texts I received were that my order was delayed at 246p and that it was ready at 3p. Nothing for substitutions or out of stocks. Upon check in at spot on, we waited almost an hour before a clerk called and asked where we were. We had already called and spoke to someone else. Because of the hour wait they gave a courtesy credit of $15. No one went over subs or out of stocks so we assumed everything was fine. Upon putting away groceries, we discovered so many things wrong with our order and attempted to contact customer service. After chatting with R***** and going over all of the items and wasting forty five minutes I was told she couldn’t do anything. The avocados we received were so ripe you could put your fingers through them. The ice cream was soft from sitting. The eggs were replaced with Kroger brand, not simple truth and three were broken. The pizzas were pepperoni, not cheese-Gross! The SunChips were all crammed in a bag and three were crushed with one of them busted open at the seam. We were overcharged for blackberries yet again even though they are on the front page of the ad AGAIN! Two weeks in a row! $3.22 each and they should’ve been $2. To top it off one had mold. Our beef was out of stocked without our knowledge as well as our kale salad. No notice. Just a surprise. For an agent to tell us they couldn’t resolve the issue after wasting my time just makes it that much worse. Especially when they can look at the receipt and clearly see we were overcharged on items on the front page. Pathetic.
Business Response
Date: 02/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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 have checked the customer's order ******************* and have successfully requested a refund with a total of $ $31.94 for the mentioned items with issues that were charged. Please be advised that Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account. The customer will also receive an email regarding the refunded amount once this is fully processed,

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: 02/11/2025
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:02/08/2025
Type:Billing 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.
Kroger Delivery has overcharged me every single time I have ordered from them on the app. They quote one price, then they charge you another price, coming back and slapping enormous charges on your credit card later. Today, I only provided a pre-paid Visa card with very little balance to prevent my normal credit card from being overcharged again. I bought into their Boost program to get free delivery. My total was supposed to be $0 with credits from previous overcharges & $0 delivery fee. However, they were out of Dr Pepper & claimed my minimum order was no longer met, and they are charging me a $6.95 delivery fee. I called to complain and got several different people who sounded like they were in other countries who insisted they could not stop the $6.95 from being taken from my credit card. They could only provide a future credit. I need for this $6.95 to not be taken from my credit card (aka pre-paid Visa). It doesn’t even have that much on there. And I should not have been charged a delivery fee when I paid for free delivery. They claim their program requires a $35 minimum purchase, and when they were out of my Dr Pepper, my minimum purchase was no longer met. Previous overcharges on my credit card with high interest that were met with future credits were not really helpful, since they just overcharged me again, and I have to pay interest on what they overcharged me.
Business Response
Date: 02/11/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We value customers membership and aim to provide with the best experience possible. We regret that we fell short of meeting customers expectations in this instance.

BOOST is a membership program that customers can purchase to receive free delivery (when placing an order over $35.00, not including the service fee and after exclusions, discounts, and coupons).

We understand that issues may arise with our products or services, and we are committed to addressing and resolving concerns promptly. However, after careful review on the customer order it has been observed that the minimum order was no longer met. We have also provided $7 credits on 02/08/2025 16:17:59 and another $7 on 02/08/2025 16:42:34 for the delivery fee issues. Additionally, we checked that on the next day of the order(*******************), customer was not charged and the total amount was waived. We are here to assist customer in any way we can. Rest assured comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customer.

We appreciate the understanding of our policies and cooperation in maintaining a fair and equitable system for all users. Our goal is to provide the best possible experience, and we hope to find a resolution to any concerns you may have. 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: 02/11/2025
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.
The 4th order was not overcharged, thankfully.
It was just frustrating to have Covid & Strep and be reliant on Kroger to delivery groceries, then be overcharged 3 previous times. They need to change their practice. If Kroger is out of a product, and that takes the minimum order below $35, that is not the customer’s fault! And the customer should not have to bear an extra cost because Kroger was out of a product. That literally happened 3 times, in various ways. They would be out of a product then overcharge me by taking away a coupon or adding $6.95 in shipping, because the minimum requirement of the order was not met because they were out of the product. I do not know if they do that on purpose to overcharge, or if their system is just flawed.
I would like to add that while I felt overcharged 3 out of 4 times, I was impressed with the kindness of every delivery driver. The Kroger delivery drivers need a raise for being jolly and kind as they deliver.

Regards,

**** ******
Initial Complaint
Date:02/08/2025
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.
Order #*******************
Once again, I’m left extremely disappointed, trying to order anything through the Food 4 Less app. The drivers rarely pay attention to the notes substitutions are not properlymade at all. It just seems like a huge rip off, especially when they’re charging for delivery and taxes and you add on a tip just the drivers to either not deliver the order properly or fill the order correctly. The issue I had with this as they were like four items chips, frozen burgers, and even the eggs I want were supposed to be substituted for different ones and one other item, I believe that was out of stockand I already put substitutions on my shopping notes for the Driver to replace the items that weren’t available. It also says on there not to my order until my substitutions Have been confirmed and I know that there are other items that the Driver shopper could have provided they just were too lazy and did not only substitution the Driver did was for a different size of my eggs, which still were the wrong quantity but then the other items he didn’t eventry to offer a substitution for he just refunded so I feel like I keep getting ripped off by letting this company take my money And then I have problems like this where my items are out of stock which I don’t feel as anyone’s fault, but the problem lies where driver didn’t even try to offer substitutions, even though I specifically requested substitutions and the specific substitutions that would’ve been OK for each item that I wanted substitutedversus having a refund it now I have to re-order those same items and pay another delivery fee Simply because they have drivers that wont follow instructions.I’m so sick of having to go through the stuff and then you call their customer service department and you get rude ass people that barely speak English that can resolve anything. I’ll be reportingthis to the general’s office as well and FTC I am disabled. I don’t have all this money to keep wasting. Scams
Business Response
Date: 02/12/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are truly sorry for what happened to the customer's delivery order. We are doing our best efforts to improve and to serve quality service to our customers. For us to evaluate more on this situation, we request for the customer to provide the details below:

*Name of items they have issues
*Issues with the items (e. poor substitution, incorrect item)

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: 02/22/2025
Better Business Bureau:

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

Problem:
Re: Bbb complaint ID ******** I am resubmitting this complaint in regards to the same complaint ID. I've had medical and housing issues which have prevented me from responding or accessing these issues through the last correspondence. I did have time today to finally look at the response from the business asking about specific items and I find it very disrespectful and disregarding that throughout my whole complaint context. The issue I keep having is with delivery instructions not being followed As well as substitutions not being followed or dressed and then having issues with having to pee repeated delivery fees to have items redelivered and reordered because the shoppers and drivers are not following the instructions with my order. That's plain and simple. It's not one specific item. This is a problem that I keep having over and over again and I assure you to make this very clear because Kroger corporate offices they know that vague b******* ass response they sent was not addressing my issues. If they continue to want to play dumb like they don't want to address or resolve the problem, I will be filing a lawsuit next month against the company so they can continue to play games. All they want to trying to ignore the plane and simple pure context of my last complaint bringing up the excessive delivery charges for reordering the same items, drivers ignoring delivery and shopping instructions and doing whatever they want to or not. And I want that to be made very plain and simple. I'm using the better Business bureau as a mediation tool I don't have to. I can file pro se lawsuit against the company and if you guys want to continue to waste my time you guys can hire an attorney to represent your company in the lawsuit and pay that money. That way I'm not going to continue to waste my time or my energy dealing with shady ass businesses that think that they're too big to fail. I assure you I'm not the only customer having this problem

Desired Resolution:
Billing Adjustment

Regards,

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

Business Response
Date: 02/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We strive to provide high-quality products and reliable service, but we understand that sometimes things may not go as planned. We truly regret any inconvenience this may have caused you.

To address customer concerns, we are requesting the affected items so that we can assess the issue and make the necessary adjustments. This will also allow us to process a refund request for the specific items that did not meet expectations. We are more than happy to compensate for the affected items. Additionally, we want to assure customer that concern is forwarded internally to our third party delivery service provider Instacart to properly address the issue. We are continually working to improve the experience for our customers to ensure we are serving to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

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 have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

There are problems with multiple orders. That's the issue. There are multiple orders that have issues. If you check my account profile. The last three or four orders I've had back to back to this house have all had issues. The problem is not just one specific item. It's multiple items. It's chips that weren't delivered. It's product quality. It's the fact that items have had to be refunded because the shopper did not shop the appropriate alternatives that I selected. So rather than getting alternative they refunded items in which I have to place another order. Meaning I have to pay another delivery fee to have items ordered that should have been placed on another order that I didn't receive so it's multiple items. They have my phone number. They have my address on record so they have a way of looking up all the orders I've had at this house in the past 2 months that have continuously had the same issues with drivers not bringing the correct products or just outright refusing to respond to chat messages or like I keep saying by them not getting the alternatives they are making me have to place a whole separate order for the same items I should have got in the previous order and then once again like I keep saying having to pay another f****** delivery fee. I'm speaking perfect English so that's fine if I have to file a dispute and lawsuit against Kroger company as well as instacart since everybody wants to play dumb like you guys can read what the context of my messages are then that's fine with me as well. I can file pro se and it won't cost me a god*Word Rejected* thing I don't know how else to keep saying the same. *Word Rejected* thing. It's not one specific order. It's several orders, probably 9 out of 10 orders I've had in the past 2 months have all had the same issues because your people are not shopping and following the instructions that are supposed to be followed when it comes to this continuous issue with customer service and delivery matters.

They can look up my order history through my phone number, my email address and especially with the address on file. I know they can look up all the orders with the address on file. They just being lazy and don't want to do s*** look up the address and pull up all the orders and look at how many times I've had to call in the customer service or reach out through child support with the same f****** problem
Regards,

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

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.

After carefully checking the orders of the customer, specifically the most recent ones, few of them items that were out of stock have a specific choice of substitution and mostly are tagged as "Sub Best Available". This means, the shopper may substitute an out-of-stock item based on the closest available to it. Also, I can verify that the other instructions were not followed, or the customer is not receiving substitution confirmation because based on the recent online orders, they labeled as "Contactless Delivery", wherein the shopper is not required to confirm the items in the order if there will be changes.

The Contactless Delivery button is where the customer indicating their Delivery Instructions. If they tick the box that says, "Leave this at my door, I accept that I do not need to be present when my groceries are delivered*", then surely their order will be labeled as Contactless Delivery.

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:02/08/2025
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.
Kroger's persistent digital coupon failures constitute a serious pattern of unfair pricing practices that disadvantage customers and erode trust. The most recent incident on January 25, 2025, is part of a long-standing issue dating back to at least May 2024 (some example receipts attached). These systemic failures disproportionately affect loyal customers who rely on digital coupons for savings.

The problems are multifaceted and widespread:

Frequent failure of digital coupons to apply at checkout, particularly for mushrooms but affecting various items.

Additionally, problems arise with "Limit 5" digital coupons. I have purchased two of the qualifying items, but had two different amounts credited due to having multiple coupons for the same item in my digital account.

Despite numerous reports through official feedback channels and in-person complaints at the service desk, Kroger has failed to address these issues adequately. This negligence forces customers to waste time seeking corrections and refunds, effectively subsidizing Kroger's inefficiency with their time and effort.

Kroger, a multi-billion dollar corporation, is exploiting customer trust and potentially profiting from these "errors" at the expense of unaware shoppers. This behavior is particularly egregious given Kroger's resources and technological capabilities. The company's failure to resolve these long-standing issues suggests either gross incompetence or deliberate exploitation of customer goodwill.

These practices not only violate consumer trust but may also breach fair pricing laws and regulations. Kroger must be held accountable for its promises and implement immediate, systemic changes to ensure accurate pricing and coupon application. Customers deserve transparency, reliability, and respect from retailers, especially industry giants like Kroger.
Business Response
Date: 02/10/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers trust and satisfaction are of utmost importance to us. We understand how frustrating it can be when expected savings do not apply as intended and we deeply regret any inconvenience this digital coupon issues has caused.

We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. We encourage our customers to reach out to us so we can escalate the digital coupon redemption issue to our Technical Support Team for investigation. We are here to assist you in anyway. Rest assured we will review our processes to prevent similar issues from occurring in the future and improve our communication regarding the application of digital coupons and sale prices.

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.

We are continually working to improve the experience for our customers to ensure we are serving to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business. We 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:02/07/2025
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.
In December of 2024 my debit card info was stolen and used at a Kroger's in **** ********. Since I have a Boost account I received a text message via text. Knowing I didn't make the purchase I first reported it to my bank and then I called Kroger right away and reported the fraud. I got a new card from my bank and used my Boost account as usual. Then in January of 2025 I tried placing my online delivery and was given an error code. In the past month we've been on the phone with them several times, emailed several times and they've been unwilling to fix the issue. We paid money for a Boost membership and we're not able to use it. That's not right. We did nothing wrong. In fact by calling them as soon as the fraud was committed they could've looked at store video and called the police. I live in ******* and the store in which the fraud was committed is in **** ********. Our patience with this company is gone. At this point I either want my money for the membership refunded and I'll use it to buy a ******* membership or I want the issue fixed and for my membership renewal date to be extended to account for the missed time.
Business Response
Date: 02/08/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is disheartening to know the difficulty customer experienced while trying to place online order and take advantage of our Boost benefits. We understand how frustrating this must have been, and we truly appreciate their patience.

After reviewing the account, we have taken the necessary steps to clear any issues, ensuring a smoother experience moving forward. If encounter any further difficulties, we recommend trying a different device or browser. However, we are pleased to see that customer were able to successfully place an order. We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions.

Order Information
Order Number: *******************
Order Date: February 7, 2025 at 6:04 PM EST
Placed Via: Kroger iOS
Kroger Delivery for Feb 8, 2025

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

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