Complaints

This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  Fred Meyer

  930 Old Steese Hwy Ste A Fairbanks, AK 99701-3167

• 

  Fred Meyer

  7701 Debarr Rd Ste A Anchorage, AK 99504-1894

• 

  Fred Meyer

  3755 Airport Way Fairbanks, AK 99709-4610

• 

  Kroger

  400 West Moultrie Blytheville, AR 72315

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:01/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mon, Jan 13, 10:05 AM, I placed an online delivery order with Kroger, scheduled for delivery between 7:00 AM and 8:00 AM. However, my order did not arrive until Tue, Jan 14, 8:39 AM, causing significant inconvenience. I contacted Kroger's customer service and spoke with a representative named Elmer, who assured me I would receive a $10 store credit for the delay. During the call, I explicitly requested email confirmation of this credit, but none was provided. Elmer verbally confirmed that the credit would be issued, and the call was recorded.
  
  When I visited the Kroger store later that day to purchase items not available in my delivery, I checked my account and found that the promised $10 credit had not been applied.
  
  I called customer service again and spoke with a Manager named Mark C********. Mark acknowledged that I had a remaining $15.36 credit from a previous issue, but this does not account for the missing $10 credit promised for this latest incident. Therefore, Kroger owes me a total credit of $25.36 ($15.36 + $10).
  
  Despite multiple communications, this issue remains unresolved, and I have received no confirmation or resolution regarding the missing credits. I have retained the final receipts and account activity showing that no credits were applied as promised.
  
  
  Order Number: *******************
  Case number: ******** --Elmer and Mark C********
  
  
  
  Desired Resolution:
  I am requesting that Kroger:
  
  Immediately apply the $25.36 credit to my account.
  Provide written confirmation that this credit has been issued.
  Ensure better transparency and accountability in handling customer service issues, including honoring verbal promises made during recorded calls.

  Business Response

  Date: 01/23/2025

  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 understand your frustration regarding the delayed delivery of your order and the subsequent issues with receiving the promised store credit. We apologize for the inconvenience this has caused.
  
  Upon further review of case ********, the store credit of $10.00 was added to your account on January 14, 2025, at 8:25 AM EST and redeemed on the same day at 8:39 AM EST at *** * ***** *** ** *****. Additionally, I can confirm that the remaining $15.36 store credit is still in your account.
  
  To resolve this matter, I am adding a $10.00 store credit to the same account (414*********), bringing your total credit to $25.36.
  
  As a valued customer, your concerns are our top priority, and we commend you for bringing this matter to our attention. We are committed to ensuring your satisfaction and will continue to strive for excellence in our service.
  
  To check and use your store credits, follow these steps:
  
  Log in to Your Account: Go to the store's website and log in using your email. The credit will be conveniently listed as an “Account Credit” under the My Account section.
  Shop for Items: Add the items you wish to purchase to your cart.
  Apply Credits at Checkout: During the checkout process, you will see an option to apply your store credits. Select this option to use your available credits towards your purchase.
  Complete Your Purchase: Follow the prompts to complete your transaction.
  
  The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Kindly note that the credit cannot be applied to ship orders but can however be applied to pick up, delivery and in-store purchases.
  
  For In-Store the cashier will receive a prompt for the credit. If using self-checkout, you will see the prompt.
  For pickup and delivery order via Kroger delivery the credit will be deducted during the checkout process of the online order under coupon section.
  For ********* Delivery you can add a special note on the order to use the credit and also to reach out the shopper asking them to tell the cashier that you wanted to use your credit.
  
  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: 01/25/2025

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

  
  

  After reviewing all my receipts on the 01/14/2025 and 01/19/2025
  
  
  I can confirm that NO credits were used or given on 01/14/2025 and beyond. I only got -$2.10 and that's was from Coupons. I went to the Kroger the same day as your reply no credits are showing on my account when I got. So there is an issue that is still not being resolved. 
  
  
  Here is the break down :
  
  
  Order Type: In Store
  Order Date: January 14, 2025
  Order Number: ********************************
  Kroger
  *** * ***** **
  *********** ** ***** ***
  Rewards
  Total Savings: $2.10
  Order Summary
  Original Item Total
  $44.54
  Item Coupons/Sales
  -$2.10
  Sales Tax
  $0.00
  Order Total
  $42.44
  
  
  _________
  Jan /19/2025
  Order Summary
  Original Item Total
  $61.28
  Item Coupons/Sales
  -$6.18
  Sales Tax
  $0.00
  Order Total
  $55.10
  
  
  
  
  Regards,
  
  
  
  ******* *****
  
  

  Business Response

  Date: 01/29/2025

  Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address the customer’s issue with their assistance. Please accept our sincerest apologies for the experience, particularly regarding the difficulty in using the credits added to the account. Rest assured, this matter will be addressed properly.
  
  After thoroughly reviewing the account, I can confirm that a $10 credit was successfully applied on January 14, 2025, and another $10 credit on January 23, 2025. The current balance on the account is now $25.36, which can be used for the next in-store or online 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.
  
  Additionally, the store credit balance can be checked by logging into your account online and visiting the "My Account" page, then selecting the "Shopper's Card" section. Please note that while the credit usually shows up immediately after being added, it may take up to 24 hours to appear. Ensure that the app is updated to the latest version and follow the provided instructions for the credit to apply to your transaction.
  
  We sincerely apologize for any inconvenience this may have caused. We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.
  
  
  
  Regards,
  Kroger Co.
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  I have been a Kroger boos member for years. I have been trying to place a kroger order for a week and every time I try, i receive an error message. I call the 800 number and the represenative always tries to help but never has any luck and tells me to try again in 24 hours. This goes on for days. Then they tell me to create a new account. I do that and it still doesnt work. Then they transfer me back to the dept that helps transactions go thru. THey then tell me they cant fix my issues and I will have to only shop in the store from now on. How can there be no one anywhere that can not fix this issue>
  You would rather loose a loyal customer than try to get some one to fix the issue. I asked to speak to a supervisor over and over and I only get told, I will fix your issue but they never do. They never allow me to speak to a supervisor that might be able to fix the issue.
  All I want is for someone to fix the issue so that I can shop on the Boost Kroger app online.

  Business Response

  Date: 01/23/2025

  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 understand your frustration regarding the ongoing issues with placing orders through the Kroger Boost app. We apologize for the inconvenience and the repeated unsuccessful attempts to resolve this matter and for the repeated advice to try again in 24 hours and the suggestion to create a new account, which did not resolve the issue. 
  We acknowledge that you have been receiving error messages when trying to place orders for the past week. We also regret that you were unable to speak with a supervisor who could assist you further. We are committed to resolving this issue so that you can continue to shop online with your Boost membership. 
  
  To assist you better, please try the following basic troubleshooting steps:
  
  1. Clear Cache and Cookies: Sometimes, clearing your browser's cache and cookies can resolve issues with loading pages and processing transactions.
  2. Disable Browser Extensions: Browser extensions can sometimes interfere with the app's functionality. Please disable any extensions and try placing your order again.
  3. Update the App: Ensure that you are using the latest version of the Kroger Boost app. If not, please update the app and try again.
  4. Try a Different Browser or Device: If possible, try placing your order using a different browser or device to see if the issue persists.
  
  If you continue to experience issues, please provide us with the following additional information:
  
  Screenshots of the error messages you encounter.
  The type of device and browser you are using.
  Any specific steps you take before encountering the error.
  This information will help us diagnose and resolve the problem more efficiently.
  
  Thank you for your patience and understanding. We value your loyalty and are committed to ensuring a positive shopping experience for you.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are the following. This was just an automated issue response. Someone clearly did not go in and read the issue. In the case number provided. ******** & 7 * * * * * * *. The error i'm receiving is that  is being displayed. Please contact customer service center at *********** help air code * * ****.

  I would appreciate a phone call! 

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

  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 01/26/2025

  Thank you for contacting the Kroger Executive Office. I have received the concern you submitted through the BBB, and we appreciate the opportunity to address the customer’s issue with the assistance of the BBB. Please accept our sincerest apologies for the experience, especially not being able to place an order online. Rest assured that this will be addressed accordingly.
  
  Upon further review, the customer was advised on 01/17/2025 to create a new account after receiving assistance with the error. If the issue persists after creating the account, they should contact our Kroger Customer Relations Center at ###-###-#### (option 1) for further assistance, as they are the only ones who can investigate the issue further.
  
  We truly apologize for any inconvenience this may have caused the customer. We are always striving to improve the experience for our customers, and your feedback helps ensure we are serving you to the best of our ability. We welcome your input because our customers are essential to our business.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/02/2025

  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  I have deleted and created a new account. I have also called the 800 number. That is suggested above multiple times period if someone would pull the call history log, they would see that. their only solution for me every time is they are unable to assist and that I need to shop in the store. I find it interesting after spending thousands and thousands and thousands of dollars over the years. The corporate office is not concerned enough to resolve this issue by reaching out and trying to assist. I have spent hours on the phone with their customer service. Representative over multiple different calls. It is very disappointing that in their resolution, they are trying to put it back on me when i've been the one reaching out over and over. You would think they would reach out to me and try to resolve at this point..

  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:01/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 6th, 2025 I had a Kroger delivery order shipped to my house. The delivery driver pulled into my driveway (not supposed to do this of course) and hit our parked car. He was very apologetic and did contact his supervisor. I was told to contact the main number to get a claim number. I contacted Kroger and the claim number was given with the promise that somebody would call me back. After weeks of no contact, many emails, chats with the Kroger bots, texts, messages to Twitter and Facebook, NOBODY will get back to me to get this resolved! I need some body to contact me to get those small claim settled! This is why they have insurance.

  Business Response

  Date: 01/25/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  According to the case the customer provided, they called on Jan. 22, 2025 and was advised that the dispatch team will call the customer for further updates. Please know that we don't have an option to get updates from them since they have different system on their end.
  
  We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  
  Kroger Co.

• Initial Complaint

  Date:01/19/2025

  Type:Facilities 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.

  Today’s Date: Sunday, January 19, 2025
  
  ****** ** **** ** *** *** ***** **** ** ***** Cell: ###-###-####
  Email: [email protected]
  
  
  Attn: Better Business Bureau (BBB)
  
  Complaint against Kroger:
  The Kroger Co.
  Customer Relations
  1014 Vine Street
  Cincinnati, Ohio 45202-1100
  Headquarters: ###-###-####
  
  Subject: Treated as a suspect by Kroger's Manager and Security Guard
  
  Today, Sunday, January 19, 2025 around 4:50 pm, I went to the Kroger's in ********* ******** at
  ***** ******* **** ********** ** *****.
  
  Here's that video of them:
  
  ****************
  
  
  When I walked in, a female security guard indicated I needed to leave my bags with her.
  
  I said why because I always come in this store with bags from shopping at other stores.
  
  She accused me of lying and said that Kroger policy is that customers aren't allowed to bring in other bags.
  
  But I told her there's no sign on their door or anywhere posted.
  
  So I asked to speak with the store Director. They claimed he wasn't here. So a female manager came over to speak with me. She said, “she's going by the policy”.
  
  But there aren't any signs around the store indicating that as well there is no mention of this on Kroger's website.
  
  Plus I came to that store several times with bags before.
  
  When I requested to speak with the Store Director, they refused.
  
  Hopefully this can be investigated and addressed.
  
  Sincerely,
  
  ****** ****
  ###-###-####

  Business Response

  Date: 01/23/2025

  Thank you for reaching out to the Kroger Executive Office. I’ve received your concern submitted through the BBB, and we appreciate the opportunity to address the issue with their support. Please accept our sincerest apologies for your experience, especially for being wrongly accused of lying and treated as a suspect by the store's security guard and manager. Rest assured that we will take the necessary steps to address this matter.
  
  Please be assured that your feedback has been shared with our internal management teams. We expect this review to take some time, as we want to thoroughly evaluate the situation and ensure that our processes are operating properly for the benefit of all customers. Once the review is complete, we will promptly share the findings and any actions we plan to take. We sincerely apologize for any inconvenience this situation may have caused. Your comments allow us to assess, address, and correct the issue at hand.
  
  
  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.

  
  

  
  

  
   * Has the company addressed the issues of this dispute? 
       * If not, why? I would like for the Store Director or Regional Director to reach out to me directly to ensure that this want occur against and why was this allowed to happen to me in the first place.
       * If an offer of resolution was made, has the company fulfilled the proposed offer? They haven't called me yet. I don't understand why did that security guard and on duty manager lie about that being a Kroger's Policy? 

  Why was I singled out? I came there to do some grocery shopping and instead I was treated as as suspect and denied services based on a policy that Kroger doesn't have regarding no bags in their stores.
  
  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  concern has been forwarded to division manager to ensure it is addressed properly and promptly. Currently, we are awaiting their response. We will keep customer informed of any updates and resolutions as they become available.
  
  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.
  
  Regards,
  Kroger

  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.

  Kroger indicated, "We want to assure customer that  concern has been forwarded to division manager to ensure it is addressed properly and promptly. Currently, we are awaiting their response. We will keep customer informed of any updates and resolutions as they become available".

   

  Well I haven't received any updates at all from Kroger. Why can't the Store Director or Regional Manager call me? I recorded what happened that day and  submitted the evidence via  pdf to BBB . Those 2 employees indicated that it was Kroger's Policy, but it was a lie. So why wont Kroger reprimand them? Why are they misleading customers into believing that Kroger's policy is for customers to leave their bags at the front door? 

  I'm to be reassure that if I return to that store it will no longer occur.

  
  
  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. The issue was brought to the attention of our division manager who discussed the issue with the location's supervisor. The issue is properly addressed with the guard and was coached that she is not to deter any customer from brining personal belongings, including bags into the store. 
  
  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:01/19/2025

  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.

  I ordered a pickup order for Friday scheduled for 6-7pm. I got a notification that my order was ready for pickup so I head to the store and put in my curbside number. A guy came out and told me that they were 4 hours behind and they have been trying to contact me which I did not receive any sort of contact from them and then they said that they needed to reschedule my order. I still have not received a notification that they rescheduled it. I proceeded to call the store the next day, they told me that they do not push orders back and then hung up on me. Then I checked the Kroger app, my orders is gone, it is not in the past orders as well. I have not received a refund yet either. I called the Kroger customer service on Sunday, they asked for my email associated with the account and I had to repeat myself 4 times then got hung up on.

  Business Response

  Date: 01/23/2025

  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 sincerely apologize about the customer's pickup order experience. This is not what we meant to happen to them. Rest assured that their feedback will be shared to the store management team. We will make sure that proper assistance will be provided to the customer for this order. However, since this is a pickup order, the customer may need to coordinate to the store for their refund as per our policy. We fully understand what they went through, but what we can do on our end is to give a heads up to the store to accommodate the customer.
  
  We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  
  Regards,
  
  
  Kroger Co.

• Initial Complaint

  Date:01/17/2025

  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 January 16, 2025, I placed an order through Kroger’s app, intending to pay primarily with my EBT card. I had planned the purchase the night before but needed to update my bank card after receiving a replacement on 1/16.
  The Kroger app always fails to save my EBT card, requiring me to re enter it each time. I was able to complete the purchase successfully and pick up the order, even though I had less than $5 in my bank account, indicating the EBT card was charged.
  I gave instructions: no substitutions and no purchase of meat priced more than $3 above the listed amount. Kroger’s app lack necessary choices and complicates deli and meat purchases, limiting options to Kroger brand or higher-priced alternatives despite a diverse selection in-store.
  On January 17, I discovered a charge for the entire order on my bank account. After investigation, I learned Kroger initially charged my EBT card but later reversed it, debiting my bank account instead. This coincided with an emergency rental assistance check posting to my bank, leaving me unable to pay rent.
  When I contacted Kroger, I was repeatedly told no EBT card was on file, despite proof from my EBT app showing the charge and reversal. After being transferred multiple times, a rep. promised to refund my bank account but agreed to instead charge my EBT card at my request. The call was later disconnected, with the automated system asked me to rate the call before hanging up.
  Subsequent calls were unhelpful. Service reps. insisted the charge was final and implied I was either lying or misled by the earlier rep. with the hang up done to avoid telling me the charge was final.
  As a disabled customer, I’ve faced discrimination in Kroger stores and turned to online pickup to avoid such treatment. Instead, I encountered further obstacles, highlighting Kroger’s lack of care for customers with disabilities or customer in general.
  The $53.57 charge, while small, came from essential funds meant for rent, putting my housing at risk.

  Business Response

  Date: 01/22/2025

  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 inconvenience and frustration you have experienced with your recent order. We understand how important it is for you to have a seamless shopping experience, especially when it involves essential funds.
  
  According to Case ********, it was noted that you used your EBT card as the payment method. Initially, only $3 was charged to your bank account when you placed the order. However, upon reviewing your bank statement to pay your rent, you discovered that the full amount of the pickup order was charged to your card.
  
  It appears that your **** card was charged, but the charge was later reversed, and the full amount was debited from your **** card. You were advised to reach out to KCRC as well as contact your EBT issuer for further assistance.
  
  You have already contacted the EBT issuer and were informed that there was a charge on January 15, which was refunded this morning. However, you would prefer to have the refund credited back to your **** card instead of your EBT card.
  
  Please note that we cannot change the payment method once the transaction has been settled. Only one settled amount can be processed on the additional payment card, and there was no charge on the EBT card.
  
  Thank you for your patience and understanding.
  
  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: 01/23/2025

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

  
  
  Once again, this situation highlights the lack of attention Kroger dedicates to customer support. It is evident that my complaint was only glanced over rather than fully reviewed.
  

  
  

  To clarify, my EBT card was initially charged for my online shopping order. However, close to 24 hours later—coinciding with the time my rental assistance check cleared in my bank account—the charge to my EBT card was reversed, and the full amount was instead deducted from my bank account. Every item in my order was EBT-approved.

  
  

  I was not "advised" to contact EBT. I proactively reached out to them upon noticing the charge reversal. The EBT representative I spoke with expressed confusion, as all items in the order were approved for payment. It was only after contacting my bank that I discovered the timing of the charge to my account aligned with the reversal of the EBT payment.

  
  

  To reiterate: the order was initially paid for using my EBT card, and Kroger later reversed the transaction, charging my bank account instead. When I placed the order, my bank account had less than $7.00, which I ensured would cover any minor discrepancies. I explicitly stated in my order that no substitutions were to be made, and for the package of meat, I provided clear instructions to avoid purchase if the price exceeded a few dollars over the listed amount. The fact that my order processed nearly 24 hours before my check cleared confirms I had sufficient funds on my EBT card at the time. For additional context, the Kroger app does not allow the completion of an EBT purchase without a valid credit card on file.

  
  

  After hours spent on the phone, I was informed that I would receive a full refund. As I had no intention of receiving food for free and was prepared to pay, I then asked if the charge could instead be applied to my EBT card, as originally intended. I was assured this was possible, but the call ended abruptly when I was hung up on.

  
  

  At no point did I request that an EBT refund be issued to my **** card. Your consideration of this option further illustrates the biased and dismissive treatment Kroger shows toward less fortunate customers. This is ironic given that many Kroger employees rely on EBT benefits themselves due to wages that fall below the poverty line.

  
  

  All I am requesting is the return of my money. The card originally charged has since been deactivated due to concerns about further unauthorized charges. Kroger has a history of charging my card twice for in-store purchases, as happened with a $200+ order. While that issue was resolved, this current situation has escalated to a critical level. I even offered to pay for the items again using my EBT card, as was my original intent, but this was refused.

  
  

  This mishandling has now resulted in impending eviction, and I am no longer eligible for emergency rental assistance due to the funds being diverted from their intended purpose. I am in communication with our local *** affiliate, ****, who has expressed much interest in covering this story.

  
  

  Do you wish to provide your contact information for a statement?

   

   

  Business Response

  Date: 01/31/2025

  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.  Please accept our sincerest apologies for your experience.

  
  Rest assured your comments have been forwarded to our internal management teams. We anticipate that this 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 truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

  
  Regards,

  Kroger Co.

• Initial Complaint

  Date:01/17/2025

  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.

  Placed an order for delivery on 1/14/2025 for delivery on 1/15/2025. Everything pertaining to the order went through fine, delivery time set. Upon delivery inspection I realized several items missing. Of course I complained directly to the company and received an email acknowledging the complaint and asking for information which I provided. That was the 15th of January. I have not heard from them since but they were
  Jolly on the spot to charge the full amount on my credit card. Now I don’t have the groceries or the money.
  
  This is totally unsatisfactory! It should not take days to rectify this seemingly simple issue. Their email was a joke. They wanted me to provide product description, brand/manufacturer, what was missing and order number. Why am I doing all the work? They screwed up. I told them what was missing, do your job and look it up they have the information.

  Business Response

  Date: 01/22/2025

  Thank you for contacting the Kroger Executive Office. I have received the customer’s concern submitted through the BBB and appreciate the chance to address this matter with the BBB’s assistance. We are dedicated to providing any support we can to the customer.
  
  Upon further review, a refund of $22.65 was processed on 01/19/2025, and the customer confirmed on 01/21/2025 that they received it. Please be assured that your feedback has been forwarded to our internal management teams to ensure we are following best practices and that all programs are functioning properly for our customers. Your comments have allowed us to assess, address, and resolve this issue.
  
  
   
  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/22/2025

  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:01/16/2025

  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 placed a delivery order from Ralphs on 1/8/25 thru my my BOOST membership for items that were on sale and in the weekly ad. Order should have been about $75. I was charged full price for everything. I reached out on live chat and was directed to call as live chat was not available. Spoke with a lady that could not comprehend that the sale price was not given. One of the items was beer. The sale was, you have to buy 2 to get the sale price of $11.99 each. She literally argued with me that it was not in the ad. I told her, not only is it in the ad, there is a picture of it on the front page. this conversation took over a hour, so I asked to speak to a supervisor. On hold forever, supervisor comes on with the same attitude. I literally had to direct her, as well, to the picture, on their ad. When she realized I was correct, she said all she can give me is a $30 credit. I told her that made no sense as I was charged almost $70 more than I should have been. She said that all she will do, because I have got $60 in refunds in the past 90 days. I told her, that is usually due to a shopper, substituting items, when I clear check the box of no substitutions. And, they alway choose something much more expensive.Or they bring gross fruit, defrosted frozen items or something I did not even order. It should all be recorded in the live chats that I do when it happens. After this, that solved nothing, I emailed Corp. A few days later, got a response that apologized for the delay and to respond on the same email so it doesn't get lost. I have responded over 10x and still no response from Corporate. This is theft from a company, and so wrong and should not be ignored. I need help, getting my money that was overcharged on my atm account. Hopefully this will get their attention and they make it right. I have photos and screenshots of everything. I only ordered 4 items! Multiples of only 4 items as they were ON SALE.

  Business Response

  Date: 01/21/2025

  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 sale price discounts that  are very valuable on purchases, encouraging smart spending, and provides savings opportunities for customers and we regret that we fell short of meeting  expectations in this instance. 
  
  To make this right I have submitted refund request amounting $77.76.  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 your refund is processed as quickly as possible. Once your refund has been processed, you will receive a notification confirming the completion of the transaction. We are committed to providing a seamless shopping experience and to ensure that we are implementing the best practices so that all programs work correctly for our customers. 
  
  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: 01/22/2025

  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:01/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some groceries on 1/13 for $12.87, with delivery scheduled for 1/15, based on coupons I had received in the mail and offered on the Kroger website. After delivery, Kroger charged my card an extra $26.66. When I asked customer service about this charge, I was told the coupons and discounts no longer applied after Tuesday 1/14. That is irrelevant when I ordered and paid for the order on 1/13. I should not have been charged over double the original amount extra upon delivery.

  Business Response

  Date: 01/18/2025

  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. We understand how important it is to ensure accurate billing, and we regret that this error occurred.
  
  Upon reviewing the account, we identified the issue and want to make things right. As a gesture of goodwill we've successfully added $10 credit to loyalty account that can use for future purchase.  Store Credit still showing on your account. 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.
  
  We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. Thank you for your understanding and patience in this matter. We look forward to serving you better in the future. 
  
  Regards,
  Kroger

  Customer Answer

  Date: 01/18/2025

  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 feel robbed of $25, and a $10 store credit is an unacceptable resolution. I will not be using Kroger again, and I would like the $25 coupon that they offered and then rescinded post delivery to be refunded at the very least.
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand how important it is to ensure accurate billing, and we regret that this error occurred.
  
  Upon reviewing your account, as per reference case ********, we have identified the issue and want to make things right. As a gesture of goodwill, we have successfully added a $10 credit to your loyalty account, which you can use for future purchases. The store credit is still showing on your account and is very easy and convenient to use. It does not have an expiration date.
  
  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.
  
  We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.
  
  Regards,
  
  Kroger

  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.

  
  

  I absolutely do not want a credit for $10 with a company that stole $25+ from me. Not to mention, the credit process seems extremely convoluted, which makes me think I would just get taken advantage of again if I tried to use it. A refund of $25 to the card used during the original transaction is the only solution I can see as being acceptable.
  
  
  Regards,
  
  
  
  ****** *******
  
  

• Initial Complaint

  Date:01/15/2025

  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.

  Amount $27.46 charged to **** **** credit card associated with Kroger. Charge was Jan 3, 2025. Transaction number ***********************.
  
  Items were left behind due to a dispute with an employee. This charge needs to be removed.
  
  Attempted to work this out with Kroger directly, no success. Kroger case number ********. Kroger customer service rep "B ansha" failed at her job. Detailed complaint made about two employees using their website. Not resolved at all.

  Business Response

  Date: 01/19/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  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. Based on the provided transaction number, there is no option for us to pull up the transaction with the number they provided. However, to further evaluate the customer's concern, we may need additional information. We ask for them to provide the details below:
  
  *Store's complete address.
  *First 6 digits and last 4 digits of the payment method needed.
  
  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 C

  Customer Answer

  Date: 01/20/2025

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

  
  

  
  

  I was asked to provide the following info:

  Kroger address

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

   

  first six of card

  ******

   

  last four of card

  ****

  
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 01/24/2025

  Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address the customer’s issue with their assistance. Please accept our sincerest apologies for the poor experience, especially about being charged for the groceries that did not get.
  
  Please be advised that the customer can reach our Kroger Customer Relations Center at ###-###-#### (option 2) for further assistance. Thier hours of operation are Monday to Friday, from 6:00 AM to 6:00 PM (MST). Additionally, the customer should contact the store directly at ###-###-#### and speak with the store manager regarding the refund for the groceries left.
  
  Rest assured that your feedback has been forwarded to our internal management teams for review. We understand that this process may take some time, as we want to ensure the proper practices are in place for the best experience for our customers. Once the review is complete, we will promptly share the findings and any actions to be taken. We sincerely apologize for any inconvenience this may have caused. Your comments have given us the opportunity to evaluate, address, and correct this matter.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/26/2025

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

  
  

  
  

  In their previous communication, Kroger asked me to provide them with part of the credit card information from the disputed transaction, as well as other information. I provided this information to Kroger using the BBB site, and expected the matter to be fixed. Instead, Kroger is now completely ignoring their own last communication as well as my reply. They are instead attempting to perform a reboot on the entire complaint by having me call a rando Kroger phone number. I already went through the entire Kroger complaint system before without getting the matter resolved. Kroger wants me to do this all over again. I am still waiting for Kroger to remove the credit card transaction based on the information they requested and that I provided. This is unbelievable.
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  

  Business Response

  Date: 01/29/2025

  Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address the customer’s issue with their assistance. We hope to be able to assist the customer in any way possible.
  
  Please note that since this is an in-store purchase, the customer will need to coordinate directly with the store and speak with the store manager regarding any charges or refunds for the groceries that were not received due to the service issues. Alternatively, the customer can contact our Kroger Customer Relations Center at ###-###-#### (option 2) for further assistance. It is needed since they are the ones best equipped to review the charges on the account.
  
  We sincerely apologize to the customer for any inconvenience this may have caused. We are committed to continually improving the customer experience to ensure we are serving you to the best of our ability. We truly value your feedback, as our customers are essential to our business.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/29/2025

  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.

  
  

  
  

  At this point, Kroger is negotiating in bad faith. I already attempted to solve this issue with Kroger customer service, without any success. This is why I went to the BBB in the first place. If you are unable to remove the transaction, you are certainly able to send me a check or even a gift card for the same amount. Stop stalling. I am NOT starting this entire dispute over again by cold calling a rando number.
  
  
  
  
  Regards,
  
  
  
  ****** *****