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

1,596 total complaints in the last 3 years.
546 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:06/26/2025
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 used to allow ****** Gift Cards as part of their 4x fuel points gift card promotion. They no longer do it as of March 2025. I attempted to call customer service to get an explanation as to why this is no longer happening and I could not be given an explanation. My Kroger alternate ID # is **********.
Business Response
Date: 06/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We understand the frustration of the customer for not being able to earn 4x fuel points for ****** gift cards. Every decision we make for our programs are based on information and polices that the Kroger needs to comply. We are unable to provide a specific reason why ****** gift cards are excluded in the 4x fuel points coupon as this is something that is within our internal management that few has limited access.

We appreciate the customer's feedback about the changes on the promotion. Rest assured that their comments will be shared to the dedicated department for review. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Customer Answer
Date: 06/27/2025
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:06/26/2025
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.
Dear Better Business Bureau,

I am writing to formally file a complaint against Kroger regarding the unauthorized loss of nearly $100 in cash back rewards from my Kroger account, and the company's repeated failure to take responsibility or offer a resolution.

At the end of April 2025, I noticed that I was unable to cash out the $100 in Kroger Cash Back rewards available in my account. I contacted Kroger Customer Service, and they told me the issue was known and under investigation, and I should wait. I followed up at the end of May and again in early June, but each time, I was told simply to wait. When I contacted them again on June 7th, I was told to wait an additional 7 days.

However, during this period of waiting — while I was actively following up and being told to be patient — someone unauthorized accessed my account and stole all my Kroger Cash Back.

When I discovered this, I immediately reported it to Kroger. They told me again that I needed to wait 7 days for a resolution. Today, after following up yet again, Kroger informed me that they would not take any responsibility, claiming that the cash back had already been redeemed — even though I never redeemed it myself.

I have made multiple good faith efforts to work with Kroger to resolve this issue. Despite being a loyal customer and repeatedly following up, my concerns have been ignored, and no proper investigation or restitution has been made.

This experience has been extremely disappointing, both due to the financial loss and Kroger's lack of accountability and customer support.

I am requesting that the $100 in Kroger Cash Back rewards be restored to my account or refunded to me directly.

Sincerely,
****** *****
Business Response
Date: 06/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are deeply sorry for what happened in the cashback of the customer. We are working hard to provide fair and good service to our valued customers. Upon verifying the concern, the changes that happened in the customer's account is not being handled by a different department for review. We are unable to provide any information on the actions made to resolve the issue.

To make this right, a $96 store credit was added on the customer loyalty card number ending in ****. Please see following information on how they can use it,
• Kroger Delivery- Automatically applies in the order.
• ********* Delivery- Add a special instruction that you want to use your credits.
• Pick up order- Automatically applies in the order.
• In store- Scan your card or enter your ALT ID and the credits will apply on your purchase

We 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:06/25/2025
Type:Facilities 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 6/16 I was at Kroger in ****. Around 150pm going into aisle 38 pet aisle there was an advertisement decal on the floor that was peeling off the floor. My foot got stuck and caught me up. I spoke to the manager who just said I’ll go look. I was upset as I just spent $15,000 on back surgery. Wasn’t hurt but upset I didn’t even get asked if I was okay. Also addressed third party vendors in store harassing customers she said I need to tell others to keep complaining to address, that’s what I am doing. I have sent multiple emails with customer service and ceo with no real apology or response. Manager handled it so bad.
Business Response
Date: 06/26/2025
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 are deeply sorry for the not getting enough assistance and care for what the customer experience on their visit on June 16, 2025. We don't take this lightly as we value our customers. Rest assured that their comments about the third-party vendors behavior when interacting with customers that may not feel comfortable with how they are being approached, 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.
Customer Answer
Date: 06/26/2025
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.

You're still failing to address the floor advertisement that made me trip. Kroger has really dropped the ball, on a simple apology. Seems as if you are trying to avoid putting that in email to avoid legal troubles. I have not been injured, and am asking for a simple apology about the way this and the lack of communication has been handled. I haven't even got a simple phone call.

Regards,

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

Business Response
Date: 06/28/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Customers safety and well-being is of the utmost importance to us. We deeply regret that we fell short of meeting their expectations and any distress inconvenience this may have caused to our customer

An email contact report has been forwarded to the store leadership team for review and immediate attention. We have full confidence in our store leadership team to take appropriate action and resolve any store-level concerns. We are currently awaiting their response. We will keep customer informed of any updates and resolutions as they become available.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Thank you for your understanding and patience as we work to resolve this issue.

Regards,
Kroger
Customer Answer
Date: 06/30/2025
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.
store manager Amber contacted and advised this was the first she heard of my complaint that corporate never notified her of my multiple attempts to contact someone. Furthermore advised the advertisement on the floor was removed and she isn’t a fan of them for the exact reason of tripping. She stated she would take my feedback about utility sales to leadership coming to the store this week.

Regards,

******* *********
Initial Complaint
Date:06/25/2025
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’ve had an ongoing issue regarding a recent pickup order placed a few weeks ago. Upon arriving home, I discovered that I had been given someone else’s groceries. None of the items in the order were mine, yet I was still charged in full.
For two weeks now, I have been trying to obtain a refund, and I continue to be given the runaround from Kroger customer service team. This experience has been incredibly frustrating, especially as a single mother on a tight budget who was depending on that refund to purchase groceries for the upcoming week.
Normally, if I have to reach out to Kroger Customer Service, matters are handled promptly and professionally. I don’t understand why this situation has been treated differently.
The store manager Leanne informed me she did not have access to the system required to issue the refund, and was unsure why I was being told to contact the store by Kroger customer service.. She did escalate the matter, and I received a call from someone at KCC who spoke with accounting and told me my refund would be issued within five business days. Today marks the 7th business day, and there is still no refund reflected in my account. I appreciate Leanne trying to help despite her not having access. However, her store did not make sure I received the correct order upon pick up and it has caused a big mess and lots of frustration with receiving my $63.47 refund. I am extremely disappointed with how this has been handled. From my perspective, it feels as though Kroger has taken my money and failed to take accountability. I expect better from a company that I’ve been loyal to for years. I should not have to chase down a refund for a mistake that was not mine to begin with.
Business Response
Date: 06/26/2025
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 admire you for taking the time to share your experience—and please accept our sincerest apologies for the frustration this has caused you. You are absolutely right to expect prompt, professional service, especially when you’ve relied on us for years.

As you noted, our accounting team informed you that your refund would be issued within five business days and to further assist you, I would recommend contacting our Kroger Customer Relations Center (KCRC) at ##-###-#### option 1. Our dedicated team is available to assist you.

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: 06/26/2025
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 because the issue has been resolved in store.

Regards,

************* ******
Initial Complaint
Date:06/24/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the past several weeks, I have had continuous issues with my grocery delivery. To the point that I have accumulated $51 is credit. When placing my online order & paying using my debit card, Krogers either runs out of an item, forgets to include an item, neglects to apply my coupons, the shopper illegally charges an item on my card & takes it, etc.I have spent so much of my personal time calling, chatting or emailing trying to get these issues corrected. Each time I think it’s fixed, it’s not. This has been like this for months. Recently, I placed another online order using Kroger.com. I had just paid bills & only had so much leftover in my bank account. I strategically did my grocery shopping by buying only what I needed, applied coupons & applied my $51 credit. My total was under $93. I confirmed everything was right, selected my delivery date/time & waited for items. Once items were delivered, I checked everything against my final receipt. I saw that the $51 credit that was available to me at check out was not honored then I realized again, not all of my coupons were applied. Receipt total is $150. A far cry from what I had approved. Frustrated, I called & asked to speak with a ****. He tried telling me that despite me checking out & credit showing & coupons applied that it is my responsibility to let Instacart know that I want to use my credit & coupons. Isn’t this the whole point of checking out & seeing all the charges, coupons & credits? Once I hit submit order, this is my approval. Plus, there is no section to send note to Instacart nor was this ever explained to me or noted anywhere on their site. ******, **** asked if I have proof? I told him, I sure do! Photos of my check out receipt, coupons, credit & everything. I sent it all in & a week later still no reply. I want to know how Krogers can get away with not refunding you your money & providing you with store credit instead. Especially when it is their fault. This needs to be looked into.
Business Response
Date: 06/26/2025
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 are deeply sorry for the inconvenience this has caused the customer. We are doing our best to provide good service to our customers. As advised by the supervisor the customer spoke with from case number ********, if they are doing online orders with Instacart, a special instruction should be placed in the order before submitting the order as the Instacart shoppers may need permission to use it in the order before having them added on the order. The special instruction space is available in the checkout page between the date and time and the final page.

If the customer believed that there are coupons that were not applied in the order *******************, we request for them to send screenshot with specific details of the coupons that did not apply in the order, so that we can review them further. Also, when they submit their order, the total amount is not yet final and only an estimated amount. At checkout page, there is a note that says "Prices are estimates, the final amount is determined when you receive your order. If the final is more, the additional amount will be charged to your credit or debit card.", which can be seen below the payment summary.

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.

Customer Answer
Date: 06/26/2025
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 as follows:
What is irritating me the most is that no one at Kroger is taking the time to actually read my correspondence, comprehend what was written or review attachments provided.
In the attachments provided, the coupons that were not applied are listed. Kroger can look at the attachment and see how much is owed to me.
Second, no where does it say nor was I ever told after my multiple calls, chats and emails with Kroger customer service until my recent call that I needed to make a note to the Instacart shopper. In addition, where would this note be made? There is no section. Am I supposed to write a note where I choose what product I will substitute if what I ordered is not available? If this is something that is required from the consumer, shouldn’t there be a section just dedicated to Instacart and messaging? Last, if the charge at time I am placing order is correct, lists my credit and coupons are deducted correctly, why would I have to be concerned about the final price changing in anyway if I didn’t select a substitute item? My final check out amount is correct.
In the end, I want my debit card refunded the $65 for the credit owed and coupons not applied. These issues have been ongoing for months with Kroger making errors and not treating me like I matter as a customer. I have been refunded to my debit card before by them but this time, I feel they are just playing games and being spiteful.
Once my debit card is refunded, I will be happy. I have cancelled my membership with Kroger after 2 years, and will never use them again. Instead of getting better, they are getting worse. HEB is gold. Their site was designed correctly and their customer service is amazing. I will happily pay for my deliveries when Customer Service means most to me.
If BBB is unable to assist I am going to contact the Consumer Protection Agency next. I will not quietly go away. This multi-million dollar company can refund my debit card $65. Especially, since this amount stems from countless mistakes made by Kroger over past few months. I don’t want to be forced to shop with them any further. REFUND MY MONEY!

Bottom line, if I pay Krogers cash by using my debit card and they make the error, I want my refund applied to form of payment used, debit card. I DONT WANT ANY MORE CREDITS. ESPECIALLY NOW SINCE I WILL NO LONGER BE USING THEM.

Regards,

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

Business Response
Date: 06/26/2025
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 sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. After checking of the file that the customer attached on this case, we can verify regarding of the store credit of $51 is not applied for the order number *******************. The store credit can be still used on next transaction, and we do apologize that we cannot process the refund of amounting to $51 for the store credit that did not apply. If they are doing online orders with Instacart and want to use the store credit, a special instruction should be placed in the order before submitting the order as the Instacart shoppers may need permission to use it in the order before having them added on the order. The special instruction space is available in the checkout page between the date and time and the final page.

Regarding of the digital coupon that did not apply bases on the attachment file that customer sent. Refund request amount to 7.4 was successfully process it may take up to 1-3 business before the refund will reflect on the account. Reference case number for refund is

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.
Customer Answer
Date: 06/30/2025
Better Business Bureau:

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

I reject Krogers response but since they are fine with LOSING a customer that spends a minimum of $200 A WEEK, I am happy to move forward with my decision to leave. I have cancelled my membership. Customer service is just too important to me.

I will make one last visit to Krogers this week to use my credit of $51 plus my coupons and then I wipe my hands of them. If there is an issue using my credit when I go, I would like BBB to assist and will inform you of such. In addition, I will still file with the Consumer Protection agency because I still believe that it is illegal for a company to refund you money in credit and not in the format goods were purchased. No where on their site do they advertise this and I know in the past, refunds were made back to my debit card. Thank you.

Regards,

****** **********
Initial Complaint
Date:06/23/2025
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.
06/23/2025
Went into the store (**** ******** ***** ******** ** *****) to purchase the ******** **** Breaded Oysters. I was excited to see it on the shelf. There was only one left. When I picked it up and I checked the date, it was expired since 03/2025. Horrible. Looked for someone in seafood section to report it. Then I decided to check out the ***** *** cauliflower bake. First one I viewed was expired 08/30/2024. The insult of this was I reported this same item several weeks ago to Kroger online chat who assured me it would be looked into. Horrible this item was still on the shelf. I went to customer service to get a manager. Walked over to the frozen section and he took it off the shelf. This whole process took over 20 minutes. I went to the other Kroger nearby and they did not have the oysters I wanted even though it said it was in stock. Left store just getting some hushpuppies and disgusted and exhausted going to 2 stores spending now over 40 minutes of my time to get what I wanted and having to think about the expired seafood and vegetables Kroger is selling. Horrible. DO BETTER. DO BETTER.
Business Response
Date: 06/25/2025
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 deeply sorry for what the customer witnessed after finding out expired products in the store's shelves. We are doing our best to improve and provide good service to our customers. After checking the first contact of the customer regarding the issue, I can see that the report has been forwarded to the store management for checking. By this action, we are unable to verify if the store already received it or not. However, since this was already escalated to this platform, we will send another report to the store management team for thorough checking of their stocks.

As for seeing in-stock of an item to another store but the customer did not find the item in the store, we would like to inform them that if they saw the item in-stock online, this is not updated in real time as the system in the website does not get the actual count of the store's stock as it changes without prior notice. The website only shows these item in-stock as to inform customers that it may be available to other stores t be purchased. Customer may need to confirm from the store before coming in to make sure that their preferred item is available.

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: 06/25/2025
Better Business Bureau:

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

I also wanted to add that this is not a single store issue. I went to a 3rd store location:***** ******** *** ******** ** ***** yesterday 06/24/2025. The store had 9 of the breaded oysters, however all 9 bags were expired with the same date 03/2025. I went to customer service to speak to a manager. Manager was on lunch and a seafood worker came and I showed it to him. It is a lot of trouble to spend so much time at these store speaking with workers or managers about expired products when I expected to be out of the store in 5 minutes. I am concerned these items will not be properly removed from the shelves as noted a few weeks back with the cauliflower bake that expired 08/2024 even when I reported it weeks prior.

Regards,

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

Business Response
Date: 06/26/2025
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 this matter with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Please accept our sincerest apologies for the distress and inconvenience caused by discovering expired products on our shelves. We take product freshness and safety very seriously, and regret that we fell short during your visit to our ******** ******* store.

Upon receiving your initial report, we immediately forwarded the matter to store management for a full inspection of all expiration dates and removal of any outdated items. To ensure no further delay, we have now escalated this issue through our corporate platform as well, requesting an urgent, comprehensive audit of the store’s inventory.

Regarding the discrepancy you encountered between online stock availability and the actual in-store inventory: our website’s stock indicator is not updated in real time and therefore may not reflect current on-hand quantities. We recommend calling the store directly to confirm an item’s availability before your next visit.

Thank you for bringing these issues to our attention. Your feedback helps us improve our processes and uphold the high standards you rightfully expect.

Regards,

Kroger Co.

Customer Answer
Date: 06/26/2025
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:06/21/2025
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.
On June 21, 2025, I purchased $50 in fuel at the Kroger fuel center at this location. The fuel attendant applied the transaction to the wrong pump, admitted to the mistake, but did nothing to resolve the issue. I then contacted the store numerous times, was placed on hold repeatedly, and eventually spoke with the assistant manager, T*****, who was extremely rude and dismissive. When I told her about my health condition and that I could not wait in the heat, she responded by saying, “That’s not my problem.” She refused to offer any help or support.

This location has multiple public complaints about both the assistant manager and the store manager for discrimination, prejudice, and unprofessional behavior. This is a pattern and reflects serious internal issues that must be addressed.

I am requesting:
• Immediate investigation into the conduct of staff
• A refund or compensation for the $50 fuel charge
• Re-training and accountability from store leadership

I am also filing this complaint with Kroger’s corporate office.

Location **** **** ***** ******* ********* Texas
Business Response
Date: 06/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddens us to know about what happened during customer visit in our store. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.

Rest assured customer feedback and experience has been forwarded to internal management team to ensure that the concerns are addressed properly and in a timely manner. We will provide customer with an update as soon as we receive further information. We are committed to addressing this issue internally to ensure we are serving customer to the best of our ability.

Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Initial Complaint
Date:06/21/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in the ******** ***** ***** ******* **** store on Sat., 6/21. The attendant at the self-checkout appeared drowsy, doped-up, in his own world. I had to call him over twice because the scanning machine was acting up, like it always does. The first time, I scanned and put an item into the baggage area; the machine said, "Please make sure to scan all items before placing them in the bagging area." I happened to be holding a different item in my hand and he told me to scan it, even though I was trying to explain what actually happened. The second time, I scanned a coupon, and the machine said, "Help is on the way." He then accused me of trying to scan a coupon twice, which I didn't. I didn't appreciate his condescending attitude or being talked down to like I was a child or like I was stupid. These scanning machines always act up, and the attendants are badly trained. I'm filing here and not calling the manager because I have a hard time explaining things verbally, especially on complicated matters due to electronics malfunctioning. I would like an apology, and that young guy who was the attendant at the self-checkout between 8-9 a.m. on 6/21 needs to be put on another job or even lose his job if he doesn't straighten himself up. This is the second time in 7 weeks I've had a problem with the attendants in self-checkout arguing with me simply because their machines glitch all the time.
Business Response
Date: 06/21/2025
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 frustration and discomfort you encountered during your visit on Saturday, June 21.

We understand that technical issues at self-checkout can be aggravating, and we are truly sorry that the service you received did not meet your expectations. Your feedback regarding the behavior and attentiveness of the associate has been noted and is being reviewed internally. Please be assured that we are committed to providing respectful, professional service to all customers at every interaction.

We also recognize and appreciate your effort to document this matter in writing, and we take your concerns seriously. Your experience has been shared with the store leadership team for further investigation and appropriate follow-up.

We value you as a longtime customer and want to ensure that your future visits are more positive.

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: 06/24/2025
Better Business Bureau:

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

Regards,

******* *****
Initial Complaint
Date:06/20/2025
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 6/20/2025 I placed an order through the Dillons app for approximately $250. The shopper left off a significant portion of the order, which resulted in me receiving only about $140 dollars in goods.

I am in congestive heart failure and require delivery services. Much of what the shopper left off was dietary specific to my health condition, which means I need to place another order with another grocery store to make up for the goods I didn't receive from Dillons.

Separate orders incur separate delivery fees and tips, which are costly. I would like a refund of $50 to cover the separate service.

I spoke to Jade in Kroger customer service, who conveyed a disinterest in retaining me as a customer, so I would like Kroger to pay me the service fees so I can find a more reliable grocer.
Business Response
Date: 06/20/2025
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. Regarding of the concern of the customer that half of the delivery order is missing; I can verify that only one item is out of stock, but it is already substituted. May we ask the customer the list of the item they placed for delivery that has been missing for further investigation?

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.

Customer Answer
Date: 06/25/2025
Better Business Bureau:

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

I don't have a list of everything. Low sodium turkey breast from the deli Chicken. I know I ordered these items, because they are the only proteins I can eat.

After reading more about this online, this a known issue with their app deleting items after the order is submitted. There are countless threads about this dating back years, so this is the experience Kroger has accepted and decided to live with.

Kroger customer service tried to blame me, then blame instacart.

I require delivery as I cannot physically shop due to failing health. Dillons isn't able to provide this service, and isn't fixing it. I will shop elsewhere.

Regards,

******* *******
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pound of American cheese and asked it be sliced thin with papers between slices. I received a blob of cheese, no paper, slices blobbed on top of each other. This happened almost 2 weeks ago, paid over $13.00 for this item. Unable to eat, ridiculous. Emailed King Soopers over 10 times, even sent them pictures, received generic replies, no resolution, no refund. Ignored by King Soopers. Tried to resolve this with KS, not able to. Terrible, terrible customer service.
Business Response
Date: 06/20/2025
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 sincerely apologize regarding the unsatisfactory experience for receiving Boar's Head American Cheese Yellow without the paper in between as requested on the order and for not resolving the issue wright away when customer reported the issue that is certainly not what we wanted for our valued customers.

Since this is a store purchase, I added $14 store credit on customer account. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.

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