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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Submit a Complaint

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

Initial Complaint
Date:01/29/2025
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.
For Order Number *******************, I applied all applicable coupons at checkout, and the order confirmation clearly showed a total of $35.60, with savings of $14.96. However, after grocery delivery, the total was increased to $44.48. Specifically, Kroger Fresh Navel Oranges were listed at $5.99 but were charged at $8.99. Medium avocados were advertised at $0.75 each but were charged at $1.25 each, resulting in a $3 overcharge for six avocados. Fresh red cherries were priced at $4.99 but were charged at $5.99. Fresh blueberries were listed at $2.99 but charged at $3.99. This is not the first time I have encountered overcharging issues with Kroger, and it has become a persistent problem. As a consumer, I should not have to double-check my receipts for pricing errors on every order, especially when the advertised price and applied discounts should be honored at checkout. There were no weigh-adjusted items. I am requesting a full refund for the overcharged amount and an assurance that Kroger will address these ongoing pricing discrepancies to prevent future occurrences.
Business Response
Date: 01/31/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we are grateful for the opportunity to resolve this issue with their help. We sincerely apologize for the experience you've had, especially about the overcharges from the delivery order. Rest assured that this will be addressed accordingly.

After reviewing the matter, I can confirm that an $18 credit has been applied to the account to address the overcharges caused by a pricing issue. This credit is still available and can be used on your next in-store or online purchase.

Redeeming the credit is easy and flexible, with no expiration date. It can be used in-store or online, though it cannot be applied at fuel centers. In-store, simply present your loyalty card or ALT ID and inform the staff about the credit. For pickup orders, delivery orders, and Boost memberships, the credit can be applied during the online checkout process.

Please note that prices are estimates and may change between when an order is placed and when it's paid for. The final price will reflect the coupons and prices in effect on the day of delivery. Our weekly promotions run from Wednesday to Tuesday.

We apologize for any inconvenience this may have caused. We are constantly striving to improve the customer experience, and your feedback is invaluable in helping us better serve you. Thank you for being a valued customer.

Regards,
Kroger Co.
Initial Complaint
Date:01/27/2025
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.
On January 23rd, I was looking for a device for school work. After seeing Fred Meyer's ** ******** *******) deals on *****, I thought I would give them a look. Me and an accompanying friend asked if they allowed returns. The employee I spoke to said that they allowed returns for up to 30 days. I asked If they would allow returns even after I've opened it up, and they said yes. After trying it for a couple of days, I knew a ******* would have been a better choice for me, so I bought one at best buy. Once I returned to Fred's to return the ****, the costumer service representative claimed that I could not return it. She even tried lying to me, saying I had to go to apple and return it with them. I was confused. I called apple to check if this was true, and they said it was not true at all and I should request for their manager. After requesting for the manager and waiting almost 20 minutes for their arrival, she claimed that she couldn't do anything, despite acknowledging that the employee was wrong and didn't tell me the correct information. She left me with nothing to do, stuck with an **** I didn't need. They did not comply at all, offering me no resolutions and no options at all. She advised me to "try to call corporate and see what they can do." It is absolutely ridiculous I had to have been placed in a time wasting and money wasting dilemma due to one of their employees mistakes. I don't understand why they couldn't offer me a resolution when it wasn't even my mistake to begin with. If I were to be correctly informed, I would have never made the purchase and would have purchased the **** elsewhere.
Business Response
Date: 01/30/2025
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.

Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

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: 01/30/2025
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.

Thank you for forwarding my concern, although that this doesn’t change the fact that I was misinformed and should be eligible for a full refund. I understand that as a company, Kroger will try to attempt to keep fair practices amongst all their customers. Although, in cases where Kroger’s Employees make mistakes, I feel like that should be on the business rather than the customer. I would still like to receive a refund for my misleading purchase.

Regards,

***** ******

Business Response
Date: 01/31/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we value the opportunity to address this matter with their assistance. Please accept our sincere apologies for the experience you’ve encountered.

After reviewing your issue, it has been forwarded to the appropriate team for further action. Once the review is completed, we will promptly share the findings and any next steps with you.

Additionally, please note our Department's Return/Exchange Policy. Unopened products may be returned with the original sales receipt within 30 days of purchase for a refund, exchange, or credit to a Fred Meyer Gift Card (60 days if you have a gift receipt).

Opened products in like-new condition, with all essential items (such as power cords, remote controls, headphones, software, etc.), may be eligible for return or exchange. You may refer to Lists A and B for more details on which items are eligible for a refund or exchange.

**Eligible for Exchange or Refund (List A):**
- Computer accessories
- Calculators
- Telephones
- Storage items
- Audio/Video & phone accessories
- iPod accessories
- Cell phone accessories
- TV wall mounts
- Headphones
- Clock radios/alarm clocks
- Camera bags/accessories
- Video game accessories (except points and subscription cards)

**Eligible for Exchange Only (List B):**
- Computer hardware
- Computer monitors
- Printers
- Tablets & Readers
- TVs
- DVD & Blu-ray players
- Portable video items
- Home theater systems
- Portable audio devices
- Cameras, camcorders & GPS
- Video game hardware (consult sales associate for details)
- Apple iPods and *****

For defective products, we will offer an exchange within 30 days of purchase (60 days with a gift receipt).

**Non-returnable Items:**
- Opened computer software, movies, video games, or music CDs
- Opened consumable items (e.g., ink, computer paper, blank CDs/DVDs)
- USB drives, media storage cards, and film
- Items damaged through use or abuse

We appreciate your understanding of our policies and cooperation in maintaining a fair system for all customers. Our goal is to provide the best possible experience, and we are committed to resolving any concerns you may have.

Regards,
Kroger Co.
Customer Answer
Date: 01/31/2025
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 understand companies have policies, but again, I was misinformed. I asked the employee who checked the product out to me and he gave me completely wrong information. He stated that I could return it if it was opened within 30 days. Again, this was not my fault, and the policies were given to me wrongly. How may I expect a resolution?

Regards,

***** ******

Business Response
Date: 02/05/2025
Thank you for reaching out to the Kroger Executive Office. I’ve received the concern the customer submitted through the BBB, and we appreciate the chance to address it with the BBB’s support. We are committed to helping the customer in any way we can.

After reviewing the situation, it has been forwarded to the appropriate team for further consideration, and we are awaiting their response. However, to proceed with a refund, the customer will need to visit the store, speak with the manager directly, and provide both the receipt and the item. Alternatively, they can contact the store at ###-###-#### for further assistance.

We sincerely apologize for any inconvenience this may have caused. We are always striving to enhance our customer experience, and your feedback is essential in helping us serve you better.

Regards,
Kroger Co.
Initial Complaint
Date:01/25/2025
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 placed an online grocery order from King Soopers. It was scheduled to arrive today, January 23, 2025, between 4 o’clock and 5 PM. At 8:40 PM my order had still not shown up so I decided to reach out. 35 minutes later I was told my order wasn’t going to come at all. No one called me to let me know that this was to take place. I had to go grocery shopping at 9:30 at night to have food in the house for a brunch I was hosting the next morning.
This kind of service is UNACCEPTABLE. It is unacceptable to not show up at all, and really unacceptable to not notify the customer.
Business Response
Date: 01/27/2025

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a seamless and enjoyable shopping experience, and we regret that we fell short of meeting customers expectations in this instance. We sincerely apologize to customer for the inconvenience caused by the unexpected cancellation of delivery order. Unfortunately, unforeseen circumstances have affected the fulfillment of the delivery.

To express our regret for any frustration or inconvenience this may have caused, $30 credit successfully added to the loyalty account that can use on next purchase. Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For ********* delivery, please put a note on the special instructions box so that our shoppers will be notified. For pick up the credit will deduct during the checkout process of your online order. And for Kroger Delivery, the credit will deduct once the order has been complete.

Rest assured comments have been forwarded to our internal management teams to ensure that we are implementing the best practices for our customers. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience. 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: 01/27/2025
Better Business Bureau:

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

I do not accept this because there is no action step to address the issues of:
1. Not notifying the customer that the delivery was going to be canceled. I had to look into this and was then notified.
2. What is being done about this so it doesn't happen again? Not one step was listed.

Regards,

**** *******

Business Response
Date: 01/30/2025
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 are extending our sincerest apologies regarding the unsatisfactory experience the customer had and that is certainly not what we wanted for our valued customers. As per checking on the notification sent for the order, we saw a notification sent on January 24, 2025, at 3:27 PM MST, that the order is going to be really behind. As for the result, we believe that we could have handled this better. A more thorough kind of notification to ensure that our customers are reached and notified regarding the status of their order.

Rest assured that the feedback and the experience of the customer is forwarded to our internal teams for a proper review. This is to ensure that proper steps are done towards processing and implementing the best practices for our customers. We would like to thank the customer for the feedback as gives us the opportunity to dutifully address issues that we lack. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co

Customer Answer
Date: 01/31/2025
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, only because these are all “canned” responses and it is clear the company will not do anything.

Regards,

**** *******
Initial Complaint
Date:01/24/2025
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 had the same complaint last week. I take my time to include substitutions only to have the Kroger warehouse make their own choices such as replacing the Pepsi with Mountain Dew when my substitution was for Coke! It would be common sense that if a customer has chosen cola that at the very least they pick another cola. And then to have several items not available and my order delayed. AND THE WORST OF IT IS that I'm a widow, no family, a stage 4 cancer patient and I have degenerative disc disease in my spine. I have a note on my account to put deliveries on top of the large brick planter box next to the front door, not on the ground. Today the Kroger delivery person put all the groceries on the ground including the case of water which was left on the ground on its side. I am unable to lift this and I have no one to help me. I even have a large note on my front door stating not to put deliveries on the ground. I contacted customer service by message and all they did was repeat what I said. I then called and when I answered the customer service agent what my first name is, I was disconnected.
Business Response
Date: 01/26/2025
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 are deeply sorry to hear about the issues you experienced with your recent Kroger delivery order. Your feedback is very important to us, and we are committed to ensuring that you have a positive experience with our services.

Firstly, we apologize for the incorrect substitutions made in your order. It is indeed common sense to replace cola with another cola, and I understand your frustration with receiving Mountain Dew instead of Coke. We will address this with our warehouse team to prevent such errors in the future.

Secondly, we are sorry for the inconvenience caused by the unavailable items and the delay in your order. We strive to keep our inventory updated and to deliver orders promptly, and I regret that we fell short in this instance.

Most importantly, we apologize for the delivery person not following your specific instructions to place the groceries on top of the large brick planter box next to your front door. Given your health conditions, it is crucial that we adhere to your delivery preferences to avoid causing you any physical strain. We will ensure that our delivery team is aware of and follows your instructions in the future.

Lastly, we also apologize for the poor customer service you received when you tried to resolve these issues. It is unacceptable that your concerns were not properly addressed and that you were disconnected during your call. We will review this incident to improve our customer service processes.

Upon reviewing your account in reference to Case #********, we have identified the issue and want to make things right. As a gesture of goodwill, we have successfully added a $15 credit to your loyalty account, which you can use for future purchases.

Please note that the store credit is still showing on your account and is very easy and convenient to use. Additionally, it does not have an expiration date, so you can use it at your convenience.

Thank you for your understanding and continued loyalty. If you have any further questions or need additional assistance, please do not hesitate to reach out.

For in-store purchases, simply provide your loyalty card or ALT ID and inform our staff that you have a credit to use. For ********* delivery, please include a note in the special instructions box so that our shoppers will be notified. For pick-up orders, the credit will be deducted during the checkout process of your online order. For Kroger Delivery, the credit will be deducted once the order is complete.

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: 01/26/2025
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:01/23/2025
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.
I paid for a year of boost in October of 2024. I was able to use the coupons and recieved the extra fuel points up until the beginning of the year. I no longer have access to boost coupons. The app as well as the website tell me to sign up. I have contacted customer service 3 times for help and get absolutely nothing. Once I was told to just pay for boost again like I would be refunded or something. Another time I was told to just re-download the app. Nope. Doesn't work. I was given a measly store credit instead of fixing the problem. I was under the impression that the store credit was an apology for their faulty program. The website nor the app reflect something I have paid for yet I have no access to it. I am missing out on deals that I paid to have access to. I have repeatedly to have my account fixed so that I can utilize what I paid for. No one helps. I keep getting told to make sure I am using a coupon within it's parameters but the problem is that I cannot even get the coupon to use it. The app says I have to sign up to boost to get the coupon when I have already signed up and paid for a year. Going on a month without it now.
Business Response
Date: 01/24/2025
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. It deeply saddens us to know that customer unable to use the Boost membership due to app is not properly working.

After reviewing your account, we can confirm that your Boost membership is still active and fully reflected on your account. You can verify this by visiting www.kroger.com website and logging into your online account with your valid credentials. Boost $59 Membership Enrollment Date: 09/29/2024, Boost $59 Membership Expiration Date: 10/29/2025

On the other hand regarding your issue on the app we recommend to please try again and perform below workaround steps as part of our troubleshoot and share us the comments with details: Please verify ******* app installed or not, if yes Un-install the ******* app and restart the (Kroger) banner app then try sign-in again and still issue persist lets us know with below details:
1.) Screen shots
2.) Error Messages
3.) Device Type and Carrier[******** ****, etc]
4.) App Version

Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue. Rest assured that we are committed to providing a positive and respectful shopping experience for all our customers, and your feedback helps us in achieving that goal. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon.

Regards,
Kroger
Customer Answer
Date: 01/28/2025
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.

Within my first message, I had already submitted screen shots showing my account with my name asking me to sign up for boost. I only have one kroger account that both my husband and I use. I don't have a ******* app and I have a ******* *******. I have already stated that no matter where i login, it does not show boost. I will accept a credit for boost since I cannot use the services or a code to put into my account so that I can access the coupons and other boost programs. I already gave up on the year of disney plus. I paid for something and have been patient in not having access to this all month.

Regards,

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

Business Response
Date: 02/01/2025
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 relative cases for your issue, and we have found that the Boost was cancelled on recorded case 77914741 on January 29, 2025. A credit was added to the shopper card for the cancellation and this credit was successfully redeemed on n in store purchase transaction on the day at 5:45 PM EST.

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:01/23/2025
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.
Good Afternoon ,
I placed an order for pick up on 1.17.2025 , I received a message
stating it was ready and I sent my Fiancé to go grab it. Upon his
arrival , he waited 15 minutes after check in and no one came out. I
then called and was able to speak to someone in the Pick Up area and
he informed me it was not ready. Of course , I understand delays and
stated we will be there the following day (1.18.2025) to pick it up.

On the morning of 1.18.2025 , I received a message stating my order
has been picked up. I thought it was odd seeing as I have been home
all day so far and have not headed that way yet. I called again and
after multiple calls I finally was able to get someone to pick up. To
my knowledge I believe she is manager over the e-commerce area and she
stated it was a mistake and that they do have my order. We discussed a
time and decided to pick it up at 5:30pm after I was finished with work.

Around 4pm , I called to follow up to make sure it was still okay for
me to come at 5:30 to grab my groceries. I do not remember the girls
name but she claimed to be the Customer Service Lead. She was
extremely rude when I called to discuss picking up my order. She
stated they no longer have it and it has been cancelled. I tried to
attempt to inform her what the manager said that morning but she would
talk over me and did not listen to anything I was saying. I asked her about a refund and she stated I need to contact support. I reached out to
support and support said I need to call management of the store.

I have called , 1.18 , 1.19 ,and 1.20 and no one is taking my call. All I am asking for now is the
refund I am owed of $105.75. I also contacted corporate before reaching out here and was promised a call back on 1.21.2025 - it is now 1.23.2025 and I still have not received a call our resolution.
Person Cell : **********
Kroger I am referring to it located at : **** ******** **** ** ******* ** ***** All I am asking for is the refund - nothing more.
Thank you!
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 the opportunity to address the customer’s concern with the assistance of the BBB and look forward to serving customer better in the future. Please accept our sincerest apologies for the unsatisfactory picked up experienced. We strive to provide exceptional service, and we regret to fell short in this instance. We understand how important it is for our customers to receive timely and efficient service, and we deeply regret any inconvenience this may have caused.

To make this right a refund request successfully submitted for the full amount of $105.75. The refund is now in the process and will be issued to the original form of payment. Please note that the processing time for refunds may vary depending on your original form of payment and financial institution. Rest assured, we are working diligently to ensure that refund is processed as quickly as possible. Once refund has been processed, customer will receive a notification confirming the completion of the transaction.

Additionally as a token of our apology and appreciation as our valued customer, $20 credit added to loyalty account that can use on next purchase. We hope this gesture will help restore your faith in our services and demonstrate our commitment to your satisfaction. Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For ********* delivery, please put a note on the special instructions box so that our shoppers will be notified. For pick up the credit will deduct during the checkout process of your online order. And for Kroger Delivery, the credit will deduct once the order has been complete.

Please know that we take feedback seriously and are committed to making the necessary improvements to prevent such issues in the future. We sincerely appreciate the customer patience and understanding throughout this process and we look forward to continuing to serve you in the future.

Regards,
Kroger
Customer Answer
Date: 02/06/2025
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:01/23/2025
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.
On January 22, 2025 at around 1:10 PM, I visited this Kroger at *** ****** ***** ******* ** ***** for the first time in months and was harrassed by this older, short Asian male Kroger employee who does not speak English. He collects and pushes the carts outside in the parking lot. The reason why I didn't visit this store for a long time was because that older Asian male employee who pushes the shopping carts harrassed me back in Sept. 2024 last year. I do not know him or his name and he made my shopping trip uncomfortable and I felt unsafe. I reported it to Kroger last year (Reference # ********) and no manager called me back nor talked to me. I even tried to follow-up on the case and nobody contacted me. Then, I went back on Janauary 22, 2025 to the same Kroger and the same older, short Asian male was working there. I tried to avoid him but he saw me when I got out of my vehicle. I ignored him but he waited for me at the exit glass doors and STARED me down as I approached him and exited. Then, he followed me to my vehicle and he pretended to collect shopping carts but he STOOD right in front of my front view car window and faced me as I was sitting there. He kept staring at me like a CREEP for over 30 seconds until a lady came to her parked car next to me. Then, he circled around to get a shopping cart and continued to STARE and harass me. I have two photos of him staring at me walking around while I sat in my vehicle minding my own business. He is harrassing me and I do not know him, nor do I know his name. He is only bothering me because I am an Asian American female and kept asking me if I was "Vietnamese" but I am NOT. Kroger needs to fire him because he is harrassing me.
I also called Kroger customer service to tell them that I was going to write to the BBB about this employee. I spoke on the phone with Flor A****** in Kroger customer service. I got a new reference # ******** as of January 22, 2025. The old reference number is attached to the new one.
Business Response
Date: 01/24/2025
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.

Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

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: 01/24/2025
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 never took care of this problem of this employee harassing me. I filed a complaint back in September 2024 and they said the exact same thing that they wrote to the BBB. One of the reps last year said someone from management would contact me and they never did. They still hire this male employee who harassed me, even though I do not know who he is, or his name. Kroger needs to fire this person because of his unprofessional, stalker-like behavior. They need to address it and they need to do something about it. Just the fact that they still hired this person to work that harassed me twice speaks volumes of this company. Kroger needs to do something about it and fire him instead of keeping him there. His behavior is unethical, unprofessional and creepy. Kroger nevered addressed it last year, and they also told me something untruthful saying that the management would contact me which they never did last year. This creepy male employee harassed me, stared me down at the exit door, followed me to my car, and stood in front of my car window as I sat there so that I would notice him and then he circled around twice and stared at me while I sat in my car. Kroger needs to do something about this employee because this is NOT okay. It is harassment and predatory behavior which should go against any company's ethics policy.

Regards,

***** *****

Business Response
Date: 01/26/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and apologize for any inconvenience this delay may have caused. Your patience and understanding are greatly appreciated as we work diligently to ensure that this issue is properly addresses.

We want to assure customer that this concern forwarded to our internal management team to ensure it is addressed properly and promptly. Currently, we are awaiting response from store level and we will provide with an update as soon as we receive any information from them.

Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 01/27/2025
Better Business Bureau:

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

As of January 27, 2025, nobody has contacted me from Kroger management, or Kroger corporate either by phone or email. My complaint was dismissed as Kroger even stated that they were awaiting a response from management, which will never come. They still hire this unprofessional Asian male employee who behaves like a predator and harasses women like me in the parking lot.

Regards,

***** *****

Business Response
Date: 01/30/2025
Thank you for reaching out to the Kroger Executive Office. We have received the concern you submitted through the BBB, and we appreciate the opportunity to address the customer's issue with their assistance. We hope that we can assist the customer in any possible way.

After reviewing the matter, we have already forwarded the issue to the appropriate team for further investigation. However, we have not yet received a response. Please be assured that this matter has been escalated to the District Manager for resolution. We expect the review process may take some time as we aim to implement the best practices to ensure our programs are working effectively for our customers. Once the review is complete, we will promptly share the findings and any proposed actions.

We deeply apologize to the customer for any inconvenience caused. We are continuously striving to improve the experience for our customers, and your feedback is invaluable in helping us achieve that. Our customers are vital to our business, and we appreciate the opportunity to serve you.

Regards,
Kroger Co.
Customer Answer
Date: 01/30/2025
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.

Today is January 30 2025 and nobody from Kroger management has ever contacted me. .NO district manager has ever contacted me. My complaint is being ignored. The person responding to the BBB keeps claiming that they have not heard a response from the company yet. If Kroger doesn't even respond to their own employees making a complaint on my behalf, then how do you expect them to respond to my complaint? This company is ridiculous and they should have addressed this problem last year when I wrote to them. By the way, Kroger never even addressed the same complaint that I had last year with the same male employee that harassed me. I wrote the complaint on the Kroger.com website. The customer service said the same thing that they told the BBB that they were still "waiting for a response" and this was months ago in 2024. Nobody from Kroger management had addressed my issue, and the same predatory employee that harassed me, waited for me to exit by the exit door, followed me to my vehicle even though I told him to leave me alone several times, and stared me down in the parking lot still works there as of January 2025.

Regards,

***** *****

Business Response
Date: 02/01/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are truly sorry that the customer's concern is taking a while. Our management team is still in progress in reviewing the situation. We apologize that the customer needed to wait for this one, but we haven't received an answer yet. We are making sure that all types of concerns are being addressed accordingly. On Jan. 30, 2025, as said in the previous response, that a follow up was sent to the Division Manager to check the concern and reach out to the customer. Once all done, right away the division manager will reach out directly to the customer before giving us an answer.

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: 02/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Today is February 3, 2025 and nobody from Kroger management has ever contacted me. NO district manager or division manager has ever contacted me. My complaint is being ignored. The person responding to the BBB keeps claiming that they have not heard a response from the company yet"we haven't received an answer yet. We are making sure that all types of concerns are being addressed accordingly."

This is not true because I filed a complaint back in September 2024 about the same male Asian employee and Kroger NEVER contacted me and never addressed the problem. Now I filed it again after being HARRASSED again and Kroger still has not contacted me.

Kroger needs to do something about this employee and FIRE him because it is NOT okay to harrass a female customer (me) and follow me to my vehicle and stand in front of the window and stare me down. It is harassment and predatory behavior from an employee which should go against any company's ethics policy.

Regards,

***** *****

Business Response
Date: 02/06/2025
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 how important this matter is, and we are really sorry that we haven't resolved the customer's concern. However, we are doing our best efforts to send follow up to the appropriate department. As of the moment, we have not received any response yet. We will surely let the know or they will receive a notification from us if there are anything about the customer's concern.

We deeply apologize to the customer for any inconvenience caused. We are continuously striving to improve the experience for our customers, and your feedback is invaluable in helping us achieve that

Regards,

Kroger Co.
Customer Answer
Date: 02/06/2025
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.

Today is February 6, 2025 and nobody has contacted me from Kroger management and no district manager has contacted me either by phone or email. I have been completely dismissed and my complaint ignored by the Kroger Corporation. Also, the predator and the male employee who harassed me, is still employed by this company. It against their ethics and their policies to harass customers, and they still employ this person knowing that I have complained twice about him.
Kroger needs to fire this male employee, and address my written documented complaints. They have ignored both of my complaints and they show no accountability for the bad behavior of their employee. Kroger corporate needs to re-send and forward my complaints again to upper management and ask them to respond to my complaints.

Regards,

***** *****

Business Response
Date: 02/09/2025

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand how important this matter to our customer and we truly appreciate your patience.

As mentioned, we have escalated this matter to our District Manager and have also sent a follow-up email to ensure it receives the necessary attention and a timely response. While we are still awaiting their internal feedback, please know that we are actively pursuing a resolution and will keep customer updated every step of the way. We want to assure customer that we are fully committed to making this right and resolving the issue as soon as possible.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Once again we sincerely apologize for the delay and any inconvenience this may have caused. Customer satisfaction is very important to us, and we appreciate your trust.

Regards,
Kroger
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.

Today is Monday February 10, 2025 and NOBODY has contacted me from Kroger management and NO district manager has contacted me either by phone or email. I have been completely dismissed and my complaint ignored by the Kroger Corporation. Also, the predator and the male employee who harassed me, is still employed by this company. It against their ethics and their policies to harass customers, and they still employ this person knowing that I have complained twice about him.
Kroger needs to fire this male employee, and address my written documented complaints. They have ignored both of my complaints and they show no accountability for the bad behavior of their employee. Kroger corporate needs to re-send and forward my complaints again to upper management and ask them to respond to my complaints.

Regards,

***** *****

Business Response
Date: 02/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We would like to assure the customer that we are constantly communicating with the relative department regarding the issue. We fully understand the gravity of the matter and we are threading with care to ensure that proper steps are followed towards a proper resolution for the issue. We truly appreciate the customer's patience regarding this.

We truly appreciate the opportunity you provided for us 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: 02/19/2025
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.

Hello, this is for complaint BBB #********.

I was informed by Steve from Kroger that they are still waiting on video from loss prevention to see this employee. I would like to wait to see what happens before I accept or not accept the business' response.
If it takes more than one week, can I inform you without accepting or not accepting the business response?

Thanks,

*****

Regards,

***** *****

Customer Answer
Date: 03/02/2025
Steve who is the district supervisor for the ******* ** location called me and left a voicemail on Feb. 12, 2025. I called back on February 13, 2025 and spoke to him briefly. He said he would get back with me by next Friday Feb. 21, 2025. Feb. 21, 2025 came and I texted him asking him about the status. He said he was awaiting for assest protection to review the cameras. I said ok and heard nothing back. I texted him back the week of Feb. 24 and he said asked me for more details. I gave him the details and he said he was still waiting for assest protection to review the cameras. On Feb. 28, 2025 he called me and left a voicemail. I called him back but his voicemail was full and I could not leave a message. I texted him on Feb. 28, 2025 and heard nothing back. Today is March 1, 2025 and Steve never texted or called me back about the status. I do not know if he is still waiting for assest protection to review the cameras, but it's been 2 weeks since I spoke to him briefly on the phone and I have tried to call and text him (his voicemail is full) and there was no response.
Customer Answer
Date: 03/04/2025
"On March 3, 2025, I spoke on the phone with Steve who is the district manager for almost 30 minutes.
He claimed that there is no camera footage that took the video of that old Asian male employee who stood by the front glass doors by the entrance staring me down. He claimed that the angle of the cameras did not capture or show that. That was the whole point of my complaint was that I was harrassed by this male employee as he waited by the glass doors. He said the cameras records other parts of the main entrance except that part. I wish it did capture that area because I was hoping they could see this employee waiting for me and staring me down then following me. I also asked Steve if he saw the female customer who walked in front of me at the exit (and I warned her about that male employee in the parking lot). He said that he saw her but of course, he did not see the old Asian male employee waiting by the automatic glass doors, or follow me outside? This makes NO sense how he saw everything BUT the male employee that I complained about.

Another part of the footage in the parking lot when I complained about this old Asian male employee who followed me and stood in front of my SUV window was not shown to Steve and the other staff members that Steve claimed to have watched the footage with. He claimed to see everything in the parking lot EXCEPT the part where the old Asian male employee stood in front of my front window and stared me down.

This second excuse of not viewing this footage made ZERO sense to me because Steve claimed to have watched the video footage 15 minutes before and 15 minutes after where the male employee followed me to my SUV and stood in front of my front view window staring at me. He claimed there was no footage of that.

HOWEVER, I asked him if he saw my entire car, and if he saw the older female customer parked next to my SUV where the old Asian male employee picked up her cart and continued to stare at me. Steve said he saw all that EXCEPT for the male employee circling around and staring. Then HOW did I TAKE HIS PHOTO if he wasn't close to my car? (See the attached photo.) Steve could NOT answer that. I also asked if he can see the disabled parking sign in front of my car (which is less than 3 feet from my front bumper where the old Asian male employee stood and stared me down). He said he did see all those things (the sign, the full SUV). So I asked him that if he could see all those in the camera, how could he NOT see the old Asian male employee just stand and stare at me?

He could NOT give me an answer. I also asked him if he saw the old Asian male employee circle around (while collecting carts and staring at me). He said he saw this employee "collect carts" but could not see him stare me down in front of my window. However, when I brought up the PHOTO evidence that I took in my driver's seat of my car where the employee is directly staring at me (or tried to look inside since I have a tinted screen), Steve could not answer me. I asked Steve that if he saw my entire car and the woman parked on the left side of me, then how could he NOT see the employee next to my car? I asked him then how could I have taken the photo of this employee staring at my car window (I took that photo discreetly) if he wasn't near my car and if you claimed you didn't see him near my car? Steve could not answer that question and he didn't know.

This makes NO SENSE. If Steve, claimed to have a full view of my car and the older woman parked next to me, then he could see the old Asian male employee walking NEXT to my car, pick up her cart and stand in front of my SUV staring at me. It makes NO sense how Steve could see me do self-check out and then walk towards the exit but NOT see the old Asian male employee stand right by the automatic glass exit/entrance doors staring me down because he claimed the camera angle didn't catch it.

I am HIGHLY UNSATISFIED with this investigation and how they could see everything EXCEPT for the two times this old Asian male employee harassed me. I asked him to pull up the footage from September 2024 where the same Asian male employee harrassed me and there were 2 witnesses that saw it and asked if I was okay. He said they do not keep the footage after 30 days. Steve also told me that my complaint that I officially made online with Kroger (Ref# ********) back in Sept. 2024 never got to him until I made the 2nd complaint. This means that manager of that Kroger dismissed my complaint when I complained to Kroger.com back in Sept. 2024, then ignored me when I did a follow-up with my first complaint, and did not investigate my complaint and ignored me. Had my first complaint been investigated, then Kroger would have investigated this employee and there would have been video footage.

This whole ordeal has caused me great stress, aggravation, annoyance, and anxiety. How could Steve and the other staff NOT see the Asian male employee next to my car but admit that they saw my entire car, the woman parked next to me and me leaving the store? Yet, it seems suspcious that they have NOT captured on their cameras the bad behavior and the harrassemnt this old Asian male employee did to me. The only thing Steve claimed to see was him "pushing carts." Well, if they reviewed the footage, they could also see him pushing carts and standing in front of my SUV and circling around and staring at me (from my own PHOTO EVIDENCE as I SAT IN MY DRIVERS SEAT).
Either Kroger is covering up for themselves, lying, or not paying attention to the footage. Steve did tell me he would get a 3rd party to review the footage and he will get back with me Wed. However, I have a feeling they are just covering up for their bad employee and not holding his actions accountable since it made ZERO sense in the conversation I had with Steve on March 3, 2025, how they could see everything except the bad behavior of this employee. Steve claims that he saw nothing from this employee except pushing carts. When he said this, I had the impression that he was trying to make it look like I was crazy and it never happened. This incident with the employee is NOT in my head, I was NOT imagining this and this employee DID harrass me by staring at me by the automatic exit/entracne glass doors and in front of my SUV (he stood by the disabled handicap parking sign that I parked in front of). Steve said he saw my entire SUV but can't see the employee stand in front of it which was next to the handicap disabled signage? That makes NO sense and if you can see the sign then you can see the employee since he stood right next to it.

I took photo evidence of this employee and Steve claims that they could not see him next to my SUV but only saw him "push carts?" This makes ZERO SENSE. I took that photo of that employee because he WAS CLOSE to my SUV and stared at my driver's window (where I snapped the picture). Yes, he was pushing carts but he also walked to the front of my SUV front window and stood there and stared at me. Then, he circled back and stared at me more as I sat in my driver's seat (which is the photo attached.)

At this time, I would like the BBB to mark that I am NOT satisfied with Kroger's response. This whole ordeal has caused me great stress and it's obvious they are covering up for this employee and their company claiming the camera angle does not show him, or that they could not see it in the parking lot.
Something is NOT right here and I can't expect Kroger to help me. They didn't even address my first complaint in Sept. 2024 and ignored it. Steve said he never heard of my first complaint from Sept. 2024 for this specific employee until I brought up this second complaint with Kroger to the BBB. Even when I did a follow-up with Kroger last year asking them to respond to my first complaint, I was ignored and dismissed.
At this time, the only resolution is to NOT shop at this Kroger location ever again! This whole experience tarnished how I view Kroger and I have shopped there for almost 40 years. "
Business Response
Date: 03/06/2025
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 for the lack of continuous communication from our end. We have sent a follow up to the relative department to get the latest updates. Please believe that we are tackling the issue with care to ensure that we provide the best resolution. We truly appreciate the customer's patience regarding this.

We truly appreciate the opportunity you provided for us to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co

Customer Answer
Date: 03/07/2025
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.

Today is March 7, 2025 and nobody from Kroger has resolved this issue at all. It was a huge waste of time for me to keep waiting on their empty promises. The employee that I complained about that harrassed me is still working at Kroger and this is unacceptable. I find it interesting that with all their cameras in that store, the one spot where the employee stood, watched and waited for me was not shown because Steve said the camera angle would not show it. It's the entrance/exit glass doors. Don't you think that would be one of the most important spots to show people walk into their store with camera footage? And it's interesting how they could see EVERYTHING on camera in the parking lot EXCEPT for when the employee stood in front of my SUV and stared at me and then walked around and circled and stared at me (WITH MY PHOTO EVIDENCE). Either Kroger is covering-up for themselves and their employee, or they are not caring enough to review carefully. Regardless, I am HIGHLY disappointment with how Kroger dismissed my first complaint in Sept 2024 and how they are handling this complaint. The manager of this store is incompetent and does NOT care. Steve has not reached out after my phone call with him to re-review the camera/video footage. It is now March 7, 2025 and I am back to square one with nothing resolved by Kroger. They need to fire this employee that harrassed me.

Regards,

***** *****

Business Response
Date: 03/08/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the time and effort you've taken to allow us the opportunity to properly address the customer's issue with the assistance of the BBB.

After further review, this matter has already been forwarded to our internal management teams, and a follow-up has been sent to ensure we receive the latest updates. Once the review process is complete, we will promptly share our findings and any proposed actions. We sincerely apologize for any inconvenience this may have caused the customer. Your feedback has given us the chance to evaluate, address, and resolve this issue.

We genuinely appreciate the opportunity to assess and correct this matter. Your input is valuable to us as our customers are vital to our business.

Regards,
Kroger Co.
Customer Answer
Date: 03/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I spoke to Steve on the phone on March 10, 2025. I was extremely disappointed. They reviewed the cameras. They did not see what I witnessed and experienced. First of all, they saw the male employee stand in front of my car from a further perspective on the side with the hat covering his face in the parking lot. They could not see his face or his eyes stare at me because the hat was covering his face. I saw this male employee staring me down in front of my car window as he stood in front of it. Therefore, Steve claimed "they did not see what I saw." Second, they did not have a camera recording inside with the angle of the foyer facing the entrance/exit windows where the male employee stood and stared me down. I was told this from Steve. So of course, they did not see that either since there was no camera from that perspective. Third, they saw the male employee collect carts and walk around my car but did not see his face staring at me (which I showed the photo of him staring at my driver's window). They could not see him stare at me. Their video footage they had was either far away or did not capture his face from the angle that I saw him (which was CLOSER). Kroger truly disappointed me. They still have this male employee who harrassed me still working there. They are covering up for his bad behavior. Kroger makes me sick and the fact that they did not take care of my first complaint last year when I first reported it online and in person made me lose so much respect for their company and brand. Had they taken care of it the first time, then maybe this stressful event would not have happened the second time. However, Kroger does not believe me due to the techinical fact that their camera angle and what they saw was not what they saw "from my perspective." Well, of course they would say that. It couldn't be from my perspective because they male employee was staring straight at me and their cameras were in the parking lot from far away only capturing him on the side with his hat obscuring his face. Kroger's lame response was extremely disappointing and it's obvious they were covering up for their employee to protect their store from any liability. I have lost all respect for Kroger management. Also, for Steve to say "Sorry you feel that way." is also disappointing and offensive to me. First, Steve does NOT know how I felt so he cannot speak for my feelings." Second, the blame is on Kroger and the reason why I feel sick and disappointed with them is because of how the male employee treated me and how management dismissed and ignored my first complaint. Saying "sorry you feel that way" is NOT an apology and is unacceptable.

Regards,

***** *****
Initial Complaint
Date:01/22/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 82 year old father's grocery bill was denied while trying to pay as usual with his ****** Healthy Benefits card Sunday, Jan 19, 2025. The store manager S***** and Cashier M****** stated we could not use the virtual wallet option although the card and program allows for this option which was needed since we have not received the card in the mail. We contacted ****** while in the store to speak with staff of which ****** confirmed Kroger is to allow members the option to use the virtual pay option like any other platform (i.e ***** ***/******* Pay). Ultimately, we had to pay out of pocket for my elderly father's groceries of over $80 because Kroger denied my 82 year old dad, on a fixed income the right to pay for his bill as agreed upon between Kroger and ****** to help seniors in need of assistance.
Business Response
Date: 01/24/2025
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.

Rest assured that their comments regarding not being able to use the virtual wallet for healthy savings card while the physical card is not present 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.

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: 02/07/2025
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.

We have provided sufficient evidence to support our request for a full refund. The response and solution does not address the matter.

Regards,

B. ********

Business Response
Date: 02/08/2025
Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address it with their assistance. Please accept our sincerest apologies for your experience.

After further review, this issue has been forwarded to the appropriate team for review and resolution. Once the review process is complete, we will promptly share the findings and any proposed actions.

For any issues related to your benefits card, you can contact the number on the back of your card or ******** at **###-###-####**. Additional information can also be found online at the website listed on the back of the card.

We truly apologize for any inconvenience this may have caused. Your feedback has provided us the opportunity to evaluate, address, and correct this matter.

Regards,
Kroger Co.
Initial Complaint
Date:01/22/2025
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.
I ordered a delivery from Kroger for 12/31/24. I was overcharged. I called that night, then emailed Jan 6th, 11th, and 15th, 2025. Below is an abbreviated version of our emails:
Dear Customer Service,
I ordered a delivery for December 31st. You offered a flash sale described as follows about $16.55 [instead of] $41.37 each Cooks Super Trim Whole Bone-In Ham. I ordered 2 of them, thinking 16.55 x 2 would be around 33 dollars total. I was charged 37.59lb x $3.99 total 149.99. I called that night, I was told I was given a 30 dollar courtesy credit. I explained that it was over a hundred dollar difference, and thirty dollars was not adequate. Your representative said that the 30 dollar credit was not to settle the issue, just an acknowledgment of my inconvenience. They said I would be contacted by email. I have screenshots of my bill and the flash sale offer. They said that would be good to attach when I am contacted I have yet to be contacted. I understand new years, and weekend, and record snowstorm. I do not want to be forgotten though, and am hesitant in buying more from you until this is settled. I did not see anywhere to attach anything, but I am happy to send the screenshots if you tell me how. Thank you.
Response:
Hello *****,
... I'll need just a little more information ... refer to case number ********.
Me:
Below is the flash sale offer, the part of the receipt where I am incorrectly charged, and a picture of the hams.
Order number *******************
...Cooks Super Trim Whole Bone-In Ham...
Them:
...Please know that this flash sale was disables on October 12, 2024 due to technical issue and the technical teams are actively working to fix the issue. Rest assured this will be escalated and forwarded to the appropriate team, but no specific time frame to resolve this, but keep the case number below for your reference.
Me:...If it was disabled, how was it offered to me?
And are you saying that you are not resolving this issue until … you have no time line?
Business Response
Date: 01/24/2025
Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB and appreciate the opportunity to address it with their assistance. Please accept our sincerest apologies for the experience, especially regarding the overcharges due to the sales price not applying. Rest assured that this issue will be addressed accordingly.

Our weekly promotions are valid from Wednesday to Tuesday, and the prices you see are estimates. These prices may change between when you place the order and when you make the payment. The final price will be determined based on the coupons and prices in effect on the day your order is delivered.

Additionally, a refund of $116.88 has been processed for the overcharges. Please allow 1 to 2 business days for the refund to be processed by Kroger. Afterward, it may take 1 to 3 business days for the bank to reflect the funds in your account. In total, the refund process typically takes 2 to 5 business days.

We apologize again for any inconvenience this has caused. We are committed to continuously improving our customer experience and greatly value your feedback. Your input helps us serve you better.

Regards,
Kroger Co
Customer Answer
Date: 01/28/2025
Better Business Bureau:

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

Regards,

***** ***********
Initial Complaint
Date:01/21/2025
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.
Krogers store is not handling fresher bake products properly store needs to be investigated. The manager there was very rude to me I file a complaint with Krogers reference number ********
My experience was very unpleasant and unprofessional
Business Response
Date: 01/25/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. I wanted to reach out to the store team with your feedback to be addressed. We are kindly requesting for the details below to ensure to that we have all the information we need.

*Shopper card number
*Date of the incident
*Exact store location
*Name, if not, a description of the associate.

Once again, we are extending our sincerest apologies and rest assured that proper steps towards a resolution will be followed once we have all the information requested. 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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