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

1,601 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:02/08/2025
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
Initial Complaint
Date:02/05/2025
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.
This is my second BBB complaint regarding Kroger in the last two weeks. The same issue I had last time has happened again. I am a cancer patient and I have a disability. I have no one to help me. My delivery instructions state to put the groceries on top of the large brick planter box next to the front door, NOT on the ground because it makes it very difficult for me. I even have a large note on the front door. The young man from Kroger put the bags of groceries on the ground. I even saw him read the note on the front door. So this time I went out there and explained my situation and asked if he would put the groceries on top of the planter box so I wouldn't have to bend down and lift the groceries. He very kindly picked up the groceries and put them on the huge planter box. The other issue is that my order was delayed by an hour and there was no communication about a delay.
Business Response
Date: 02/07/2025
Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the chance to address it with the help of the BBB. Please accept our sincerest apologies for your experience, particularly regarding the failure to follow given instructions and the delay in your order without prior notification. Rest assured that this will be addressed accordingly.

Upon further review, the customer was informed that the order would arrive within the next 45 minutes, and the promised $10 credit for the inconvenience was successfully applied to the account on 02/05/2025. Redeeming the credit is easy and convenient, with no expiration date. It can be used both in-store and online, though it cannot be applied at fuel centers. To redeem in-store, simply present the loyalty card or ALT ID and inform the staff about the credit. For pickup, delivery, and Boost membership orders, the credit can be applied during online checkout.

Additionally, rest assured that your feedback has been forwarded to our internal management teams, particularly regarding your delivery experience. Please note that the review process may take some time, as we want to ensure the best practices are in place, so all programs function correctly for our customers. Once the review is complete, we will share our findings and any proposed actions promptly. We sincerely apologize for any inconvenience this may have caused, and your comments have provided us with an opportunity to evaluate, address, and correct this issue.

Regards,
Kroger Co.
Customer Answer
Date: 02/07/2025
Better Business Bureau:

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

The other complaint hasn't been addressed regarding the issue of my last two orders my delivery instructions weren't followed. I have instructions on my Kroger account to put the grocery bags on top of the large brick planter box next to the front door, not on the ground. I also have a note on my front door in which I saw the delivery driver look at the note but still put the grocery bags on the ground. So this time I went out there and explained my situation and he picked up the bags and put them on top of the large brick planter box next to the front door because picking heavy bags off the ground would be difficult for me. I am a disabled widow and a stage 4 cancer patient and I have DDD in my spine. I have no one to help me. Why are the drivers not following my delivery instructions even when they read the note on the door (I saw him reading the note from the window).

Regards,

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

Business Response
Date: 02/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the last response, there was a notification that the order will be late. The concern was addressed and $10 was added on the customer's account for the inconvenience. The concern about the delivery instructions were already shared to the dispatch team for further handling.

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

Regards,

Kroger Co.

Customer Answer
Date: 02/10/2025
Better Business Bureau:

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

First of all Kroger is being disingenuous by stating that I was notified of the delay. I never got a text notifying me of the delay. I WAS THE ONE WHO CONTACTED KROGER via phone and live chat to find out why my order was an hour late and no communication was issued regarding the delay. Also, Kroger has still failed to address the other concern I listed regarding being a disabled widow and a cancer patient and the delivery driver not following my delivery instructions not to put the groceries on the ground but to put them on top of the large brick planter box next to the front door. I have instructions on my delivery orders and a big note on the front door in which I saw the delivery driver read. This time I went out there and explained my situation and had the driver pick up the groceries from the ground and put them on top of the large brick planter box so that I could manage bringing them inside the house. This is two times in a row that this has happened creating difficulties for me.

Regards,

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

Business Response
Date: 02/12/2025
Thank you for reaching out to 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, especially regarding the failure to follow instructions and the delay in the order without prior notification. Please be assured that we are taking appropriate action to resolve this matter.

Your feedback has been shared with our internal management teams, and we anticipate that the review process may take some time as we work to implement best practices and ensure all programs are functioning properly for our customers. Once the review is completed, we will promptly share the findings and any proposed actions. We truly regret any inconvenience this has caused and appreciate your comments, which allow us to evaluate, address, and resolve this issue.

Regards,
Kroger Co.
Customer Answer
Date: 02/12/2025
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:02/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 1, 2025 I placed a grocery order set for pickup from 8:00PM- 9:00PM on February 1, 2025. On Feb. 1, 2025 at approximately 7:40PM that my order was completed successfully and is ready for pick up during the pre - selected time of 8:00PM- 9:00PM. My boyfriend arrived at the Kroger in order pickup spot #2 at around 8:46PM. My boyfriend waited until 9PM and no one came to deliver the order. I updated the app to reflect that my boyfriend was in parking spot 2 at 8:46PM. I called multiple times within the 14 minute period and no one answered.

On Monday February 3, 2025 I received a text message update from Kroger that my order was picked up and marked completed. My credit card was charged $48.44 and my gift card was charged $50.00 for the order. I never received the order. I called the Kroger and spoke to an employee in the Order pickup department and he stated he observed the Feb. 1 order still pending so he marked it as complete without knowing if the order had been completed. I explained to him that my boyfriend showed up at 8:46PM and he stated order pickup closes at 8:00PM. I explained that in the app it allows me to place an order for pickup between 8:00PM-9:00PM and he stated he was unsure why since they close at 8PM. He also stated I would need to speak with corporate since the store does not issue refunds. I called corporate customer service and was told I needed to speak to the specific store to receive a refund since corporate customer service does not handle refunds and was given case #78079680 for reference. I called the store again and explained what corporate had said and they insisted they would not issue a refund. Additionally, I am unsure why my credit card charge shows $48.44 as the charge when the receipt shows $34.39 As I do not have a $34.39 charge on my credit card.
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. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

For full refunds of a pickup order, we advise our customers to communicate with the store management team for further assistance. We sincerely apologize regarding the unsatisfactory experience the customer had regarding this. We have coordinated with the relative department for a prompt attention to the issue and we would greatly appreciate the customers patience as the concern is reviewed.

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:02/04/2025
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.
SEEKING REFUND FOR EXTREMELY TOUGH, CHEWY, STRINGY "TENDERLOIN" ROASTS.
Business Response
Date: 02/06/2025
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 reached out to our relative contact for a resolution to the issue. We are kindly asking for your patience as the relative department will review the issue for a proposed resolution.

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: 02/07/2025
Better Business Bureau:

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

"Has the company addressed the issues of this dispute?
* If not, why?
* If an offer of resolution was made, has the company fulfilled the proposed offer?"

There was no way to properly respond within the context of the provided BBB link.

Kroger has only acknowledged a problem exists. I have not been contacted directly about this matter since I opened the BBB complaint. The problem remains unsolved. I have received no offers from Kroger.

The only acceptable resolution is a refund or store credit for the amount in question. This has gone on for 6 months and
Kroger continues to jerk me around.

Hopefully, Kroger will finally resolve the matter. When I am refunded, I will close out the complaint.

Regards,

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

Business Response
Date: 02/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the response we received last Feb. 06, 2025, the store manager stated that they will contact the customer. However, they explained that since the transaction is from August 2024, they will need time to verify and process the refund. We advise the customer to wait for the response from store.

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

Regards,

Kroger Co.
Customer Answer
Date: 02/10/2025
Better Business Bureau:

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

I received an update from Kroger this afternoon.

The problem is still not resolved but they are working on it so there is hope.

Supposedly, the store manage will contact me. Not sure why because they have all the info they need already.

So, we continue to wait. All this over $120.

If Kroger finally refunds me, I will close out the complaint and we can all go on with our lives.

Regards,

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

Customer Answer
Date: 02/27/2025
Hi:
The store manager from the Kroger ***** ****** ******* ** store recently emailed me and is willing to facilitate the refund.
He has been very helpful.
I was hoping the refund (or store credit) could be done online but apparently, it has to be done in person,
The problem has been coordinating our schedules as he is not in the store every day and neither am I.
I am planning on making a special trip to the ***** ***** store tomorrow (Friday, 2/28/25) to get this resolved.
I will email the store manager today to advise him that I will be there tomorrow. (Supposedly, so will he.)
Hopefully, this ongoing problem will be resolved tomorrow and once I am refunded by Kroger, I will advise BBB to close out the concern.

Customer Answer
Date: 03/03/2025
After six months of effort on my part, Kroger finally refunded me last Friday for the inedible "tenderloin" roasts that I purchased in August, 2024.
Many thanks to the ***** *****/******* ** store manager, ***** ****** for taking ownership of the problem and getting it resolved.
Kroger's corporate complaint system "Customer Care" totally failed me in solving this problem.
Thanks to BBB because before I filed a complaint against Kroger via BBB, I was being ignored.
After BBB got involved, Kroger's attitude changed dramatically.
Bottom line, I have been refunded and I consider the matter closed.
Initial Complaint
Date:02/04/2025
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.
Well Kroger slash fred Meyer's canceled my order ob January 12 this year. I have had to call 8 time to get my money back. Each time would be a 30 to hour minutes phone call. It's been 24 days way past their return policy and I still haven't got paid. Every time yes it will to your account still nothing. They have given a 10.00 store credit. In this but it's principal and sticking to their policy. Which is not happening
Business Response
Date: 02/06/2025
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 checked recorded case ******** and the customer was advised that the amount was a preauthorization charge that should fall of in 3 to 5 business days. We are unfortunately unable to expedite the release of these funds and the customer should contact their financial institution directly. An authorization code was also given to the customer to provide to their financial institution to release the hold.

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:02/02/2025
Type:Customer Service 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.
Sunday, January 5th, I had a horrendous experience with manager Stan at Kroger’s ***** **** *** ************ *****. it was cold and frigid, temperatures in the low teens the forecast was grim, the expectation of dangerous weather was forecast. My front driver’s side tire was low, and it required air, so I decided to visit the local Kroger’s. I used their X-Tra Air unit, there was an issue, it was NOT deflating my already low tire. Staff offered their concern and assistance their efforts were unsuccessful. I understand the unit had recently been labeled “Out of Order,” there was NO label on the unit January 5th. I went back January 10th and the unit was labeled “Out of Order” (photo included). Finally, after much insistence, even on my way to the main store, Stan arrived. He was not apologetic, empathic or displayed concern, nor did he offer a solution! His assessment was defective tire (impaired tire stem), which was later deemed incorrect. Stan instructed the staff to NO LONGER help; he stalked away! His insulting, disrespectful and repulsive demeanor was indicative of someone with NO management skills, NO humanity. Now, dusk was approaching, I am a 66+ yo female, with a flat tire (which I didn’t cause) and no solution. After a significant amount of time, I was able to get help, which by NO MEANS had anything to do with Kroger’s ***** or Stan.
Finally, informing the Kroger Corporation of their management staff is my goal, I would appreciate a conversation with Stan’s direct report. I’ve made several attempts, first, I contacted Kroger’s 800 customer connect number, filed a complaint, and received no response. The **** Attorney General’s office encouraged me to report this matter to the Better Business Bureau. It’s interesting Kroger corporation has a value statement: “Kroger’s values include honesty, integrity, respect, diversity, safety, and inclusion.” I point this out because Stan/Manager demonstrated none of those values.
Disappointed customer
Business Response
Date: 02/04/2025
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 believe that we could have addressed this better in relation to the values that Kroger was built for. 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. This is also a great opportunity to coach our associates on how to give the best service to 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: 02/04/2025
Better Business Bureau:

I have reviewed the response made by Kroger's in reference to complaint ID ********. However, my initial request to speak directly with a staff member at the management level position would be a satisfactory resolution for me.
Please feel free to forward my contact information to the appropriate individual ###-###-####. Additionally, if the call goes to voicemail, be kind enough to leave a message with return number.

Kind regards,

****** *****
Initial Complaint
Date:02/01/2025
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.
Bought 6packs beer from Kroger ***** ********** ***** ***** ***** ** ***** on 1/31 night, but it was not the right beer we need, so I return back to store to return the beer on second day morning, unfortunately I could not find the receipt, I spoke to the customer service and was being told that I could not return it without original receipt, I told her that I had use my Kroger plus card when checked out the beer and she should be able to look up the receipt with my plus card number, but she refused to do so and insisted I could not return the beer, even though I asked for manager but same answer.
I looked up online and shows as long as you had entered plus card number during check out, Kroger customer service should be able to pull out all the info even without the paper receipt, but the customer service and manager just refused to do so, They always happy to do so for other people, just not me, hope it’s not because of my Asian face.
Business Response
Date: 02/03/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for the inconvenience you experienced at our store, particularly regarding your attempt to return items. We understand how frustrating this must have been, and we truly regret any disappointment caused.

After reviewing your account, we were unable to locate the transaction in question. In order to properly assist customer and find the best resolution, we kindly ask for any additional details such as receipt, order confirmation loyalty card number that was used during the transaction or payment method used. This will help us verify the purchase and ensure we address the matter appropriately.

Customer satisfaction is our top priority. 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:01/31/2025
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.
Date of transaction 01 /14/2025 time 3:28pm

On January 14, 2025, I went into Kroger to purchase grocery. I used the self-check and attempted to make a purchase in the amount of 121.18, however I only had 114.00 on my *** ****** card so that is the amount that was charged to the card by Kroger. The problem is that the Kroger terminal showed the transaction was declined no I never got any grocery. When I called my *** ****** card regarding the transaction, I was told that Kroger charged 114.00 to the card. I then went back to Kroger and spoke with the manager CT H******* and explained to her that 114.00 was taken off my card and that I did not receive any grocery. She then checked and told me the transaction did not go through and that it had been voided. She stated the 114.00 would go back on my card at close of business on January 14, 2025. The 114.00 never went back on my card, and the credit card company stated they do not see a pending refund from the merchant. I then called back over to Kroger and spoke with the manager CT H******* again and she advised me that they voided the transaction and that the credit card company would need to issue the refund. I advised her that the credit card company told me that they do not process refunds. They advised me that the refund would have to come from Kroger since they charged the card 114.00. I have been dealing with Kroger since January 14th trying to get this issue resolved with no resolution in sight. I have asked Kroger my money back or a store credit in the amount of 114.00, however I have not been able to get them to do either.
Business Response
Date: 02/02/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to case ********, as of Jan. 31, 2025, customer was already advised that there were no transactions of charge of $114 for Jan. 14, 2025, in-store transaction. The cases recorded for the customer, was handled and reviewed by the department who for history of the purchase multiple times every time the customer calls in, but they are seeing the same thing, no records for it or no charge. As advised on one of the cases, if they are still seeing a charge on it, they may need to dispute it with the financial institution.

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: 02/05/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we truly appreciate the chance to address it with the BBB's help. Please accept our sincerest apologies for the experience you’ve had.

After reviewing the account, we found that there were no transactions recorded on 01/14/2025. Our Kroger Customer Relations Center also checked and confirmed that no charges have been processed in the system. We recommend to contact the financial institution to dispute the charge. For further clarification, the customer may reach out to our Kroger Customer Relations Center at ###-###-#### (option 1) or get in touch with the store directly.

We deeply apologize for any inconvenience caused. We are committed to continuously improving our customers’ experiences, and your feedback helps us better serve you. Thank you for being an essential part of our business.

Regards,
Kroger Co.
Customer Answer
Date: 02/06/2025
Better Business Bureau:
I have spoken again with *** ******care regarding the 114.00 charge and was advised by them that the error is on their side and not Kroger. I am therefore withdrawing my complaint against Kroger and asking that the complaint ******** be closed.

Regards,

****** *****
Initial Complaint
Date:01/31/2025
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 Dec 13,2024 I was supposed to pickup my online order at Kroger well I didn't make it due to an emergency..well I have been trying to get my refund sense then I have several emails stating it would b 7- 10 days an still no refund wel I called today an was told I have to come in store to do my refund.i do have names an emails from the ones that stated refund has been processed
Business Response
Date: 02/01/2025
Thank you for reaching out to the Kroger Executive Office. I’ve received your concern that was submitted through the BBB, and we appreciate the opportunity to address the issue with their help. We sincerely apologize for your experience.

Please note that the customer will need to speak directly with the store management team regarding the full refund request. Additionally, she can contact the pickup department at ###-###-#### for further assistance.

We deeply regret any inconvenience this may have caused. We are always striving to enhance our customers’ experiences, and your feedback is invaluable in helping us serve you better.

Regards,
Kroger Co.

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