Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,600 total complaints in the last 3 years.
540 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:01/14/2025
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 9, 2025 I ordered $322 worth of groceries. $49.93 was supposed to return to me. And they only returned $3.79. I have beencalling continuously trying to get this resolved, but I have been getting hung up on. Getting transferred for one person to the next. And then on top of that getting misinformation left and right. I’m still missing $46.14 worth of my refund. At this moment I am requesting that the entire $322 of my order is returned immediately. I have been waiting for more than five business days for my money back. This is completely unacceptable. I also want a call from Corporate. With an apology.
Business Response
Date: 01/18/2025
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 recorded for the customer, ********, where the first refund request was submitted, it shows that all refund request and the whole amount of $49.93 were already refunded back to the customer's payment method on 2 separate days, Jan. 11 and Jan. 13. Customer was advised that this may take 1-3 business days after initiating the refund from our 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.

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 truly believe that in this particular case That I should get my entire money back for this order. The way I was treated by your company was rude inconsiderate and it was also unprofessional. I was laughed at hung up on. It was rude to and made fun of throughout the entire interaction. So at this time, I am looking for the entire. I’m out of the order thank you.

Regards,

**** ***

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.

According to our records for case #********, where your initial refund request was submitted, it shows that the full amount of $49.93 was refunded to your payment method on two separate occasions: January 11 and January 13. You were advised that this process might take 1-3 business days after the refund was initiated from our end.

Unfortunately, we are unable to expedite the refund process immediately. We appreciate your patience and understanding as the standard processing time is required to complete the transaction.

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 your business and are committed to making your future experiences with us positive.

Thank you for your understanding and cooperation.

Regards,

Kroger Co
Initial Complaint
Date:01/13/2025
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.
Good Day... I am writing with a complaint and with hopes you could help me with a refund I am seeking. On Jan 9, 2025, Thursday, at 10:02am my husband went down to the local grocery store Kroger in ***** to pick me up a huge bouquet of roses for my birthday. He paid 54.13 for them. He brought them home, placed them in a vase with water and the flower food it came with. The next day Jan 10, 2025, Friday, we noticed quite a few of them had bent over and were dead. So we pulled those out and noticed some others were starting to die as well, so we decided to take them back to the Store for a full refund and I could possibly buy some more flowers there. The next am Jan 11, 2025, Saturday, there were more flowers dead so at that point i pulled them out of the vase and took them back to Kroger with my receipt showing we had just bought them. I went to the CSR desk and she called the Floral dept as "she" was the one who I would have to speak to. The young girl came over and I showed her the flowers and my receipt and she said "No, sorry we cant do anything with those. We have no proof you put them in water when you got home, or what you did to them". I said Excuse me, you think my husband would not put these flowers in water as soon as he got home not to mention he just paid 50.00 for them and it was my BIRTHDAY??? I also told her have you read your store policy on the web that clearly states 7 day guarantee on your flowers and they are guaranteed fresh OR they will make it right? She didnt care, she said well you should have brought them back Friday and MAYBE I could of done something but no we can't help you. At this point I was beyond upset, I asked to speak with the so called Manager "jessica" so she came over, and basically the Floral young girl told the Manager what she told me, and the manager asked for my receipt, i gave it to and she said Im sorry there is nothing we can do. Needless to say I was upset, grabbed the dead flowers and left...
Business Response
Date: 01/17/2025
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 your experience. It sounds incredibly frustrating, especially since it was for your birthday, and that is certainly not what we want for our valued customers.

For further assistance with this issue, we highly encourage you to contact the store directly at:

Kroger *****

Address: **** * ****** *** ****** ** *****
Phone Number: ###-###-####

Our team at the store is dedicated and trained to assist customers with these types of concerns and will work to resolve this matter for you.

Additionally, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:

Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Image of the flowers
Sales receipt, or the order number.

Thank you for your cooperation

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:01/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having issues with my boost membership and my rewards card for some time now. I wasn’t receiving the discounts I should have been, I wasn’t receiving the fuel perks etc so I had called into customer service and was told it was taken care of. I went about purchasing my food with my rewards ********** from then on assuming I was receiving the points and bonuses I should have been. I had tried multiple times signing up for the boost membership which is supposed to be free and it kept charging me. Multiple attempts were made to fix this with customer service and it never was. Today I tried to talk to customer service again about the free boost membership, and was sent a link and told to check out there for the free membership. I went to the link, and it said it would charge me $59. I told the rep that it said it would charge me and she told me to go ahead and put it through with my rewards ********** and it would waive the fee. I clarified and made sure with her that it would not charge me and she said no, so I put the order through and immediately received an email saying I was being charged for $59 plus tax. I let her know that and she had me wait for a supervisor. She came back and said I had successfully enrolled in the free program and WOULD BE CHARGED for a year of service. I asked her to clarify because that made no sense and she left me on hold for almost 20 minutes and came back just to say that I needed to use the number on the back of my card. I told her I needed her to elaborate which she did not, and that it was her job to inform me of that before telling me to pay. She had a supervisor call me, and he was no help. I was very quickly infuriated by him after being in chat for over an hour because he would not elaborate on info. He kept saying that the charge is valid because the rewards number on my account does not match the rewards number on my credit card which I know, I said I have been having issues with it since I signed up for the card.
Business Response
Date: 01/16/2025
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 your concern with the assistance of the BBB. We sincerely apologize for the inconvenience and frustration you have faced with your boost membership and rewards card.

We understand that you have been experiencing issues with receiving discounts and fuel perks, as well as being charged for the boost membership despite multiple attempts to resolve the matter. We are truly sorry for the miscommunication and the lack of clarity during your interactions with our customer service team and that is certainly not what we wanted for our valued customers.

As per Reference Case *******, the customer was advised that the loyalty card in *** is not marked as ***. If the caller is using a Kroger Rewards ********** credit card, the card payment should be used at the time of enrollment with Boost, and the card should be the one connected to the online account.

The customer was already informed on how to enroll in the Boost membership using the *** card and has updated the loyalty ID link to the online account.

Additionally, the customer was successfully enrolled in Boost with the following details:

Active Enrollment: January 12, 2025 - January 13, 2026
Subscription Activity: One-year membership began on January 12, 2025, and the current plan will renew on January 14, 2026.

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: 01/16/2025
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.

Your customer service rep via chat informed me to go ahead and pay and I would not be charged. So yes, I have the boost membership that I paid for and was lied to about.

Regards,

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

Business Response
Date: 01/22/2025
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 for the inconvenience. Our team has reviewed the concern of the customer, and according to the last response, the customer was charged to Boost Membership because the card number of their Kroger ********** is not connected with their online account from the very start. We can do some adjustments on our end, but we won't be able to refund the Boost membership. However, we will do our best to resolve the issue. For additional verification, we ask for the customer to respond with the loyalty card number of their Kroger ********** that they used for the purchased. It is a 12-digit number and usually starts with number 4.

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: 01/23/2025
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.

The agent literally told me to disregard the info of the price and to pay. The entire reason that I contacted chat support was to ask HOW to go about signing up. I told her I was having issues, she disregarded them and told me to proceed anyways. She told me I would not be charged, and then I was. I absolutely will not be happy until this charge is refunded. I WILL NOT be paying for something I was told by the rep to go ahead and pay for and that I wouldn’t be charged. The rep needed to have looked into the issue of why it wasn’t showing up for me before telling me to go ahead a purchase. I literally contacted support for help and it was their job to inform me of this, not trap me into paying for something I didn’t intent to purchase. The “oh well” attitude afterward is disgusting and irresponsible. I spent so much time on the phone with them and terrible communication skills.

Regards,

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

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 the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for frustration and inconvenience. We value customers membership and aim to provide with the best experience possible.

To assist us in resolving this matter promptly, could you please provide us with more information such as: the loyalty card number attached to Kroger Rewards ********** that can be found at the back of the card. Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue. Customer feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience. Thank you for taking the time to share your concerns with us. We look forward to hearing from you soon.

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

Problem:
I’m still looking for a remedy to an issue with a boost membership. I never received a personal call to resolve the issue. If it is not resolved I will be doing a chargeback for the cost of the membership using my chat transcripts.

Desired Outcome:
Refund; Contact by the business

Regards,

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

Business Response
Date: 02/07/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. it is disheartening to us for any inconvenience that have caused to our customer due to Boost *** promotion offer membership.

Before we can apply the promotional offer, we first need to link your *** Loyalty account to the existing account. We have requested to customer the *** Loyalty card number multiple times, as this information is essential to complete the linking process. The card number can be found on the back of *** card. Once the *** Loyalty account is linked then we can go ahead and proceed to the promotion offer enrollment. We provided instructions on how to avail of the Boost promotion offer for their convenience.

BOOST FOR FREE MEMBERSHIP ON *** HOLDERS
How to complete your Boost Membership Enrollment
1. Go to ***************************
2. Sign in to your digital account or sign up if you don't already have one.
3. Complete the Boost Membership application
4. provide your Kroger Rewards ********** as payment method. The fee (up to $59) will automatically be waived each year.

Additionally, while we are unable to cancel the Boost membership, we can make necessary adjustments to ensure customer receive the benefits. We truly appreciate patience and understanding. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we are here to assist customer in any way we can

Regards,
Kroger
Customer Answer
Date: 02/12/2025
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 Number on the back of my card is scratched. I did provide this number over the phone to customer service the day I signed up for boost.
it looks like **************
surely someone has the ability to access the number on the back of my card, since it was issued and if I order another card, it would have to be slmewhere in the system to reissue the number. Acting like there is no way for Kroger to find this number is rediculous especially when it was provided to the rep.

you keep saying the membership cannot be canceled, but I will not be made to pay for this service when the chat transcripts clearly show that I was told to disreguard the price and continue to pay with me card. I have those messages screen shot. It’s very sad that Kroger refuses to deal with the cost of this as their employee instructed me incorrectly. If this is not corrected, I will be filing a dispute for this charge as well as canceling the credit card and taking my future purchases elsewhere. Hey Kroger, maybe take accountability.

Regards,

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

Business Response
Date: 02/14/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After verifying the card number the customer mentioned, it shows it is under a different name. Linking this card may need further verification before we can complete this action. Based on our disclosing information policy, we are unable to connect the customer's online account and card number provided due to the different name on the Kroger ********** card number. As soon as the customer verifies the card number's name, then we can proceed with anything that can resolve this one. However, we are still unable to refund the Boost membership, but we will have other options.

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

Regards,

Kroger Co.
Customer Answer
Date: 02/15/2025
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.

why are you unable to refund a membership that was charged through the guidance of your team member who told me I would not be charged? You have the literally chat proof that she told me if I submitted it, I would not be charged. You have it in chat that I asked her how to go about doing this and she instructed me to do this. Your email makes no sense. If you need more info, someone from the corporate office needs to call me instead of going back and forth like this, it’s so totally unprofessional.

Regards,

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

Business Response
Date: 02/19/2025
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. After thoroughly checking related cases for the issue, we have found that the Kroger Rewards ********** of the customer is not linked to their digital account which caused the charge. To link the accounts, further verification is needed, and we advise to call the line as the customer may still avail the free membership if the correct process is followed.

As for the charged Boost subscription, a $59 store credit was added to the customer's shopper card ready to use. Added credits are seen on the customer's account under "Account Credits" section.

How to redeem the credit:

Credits can be used to buy 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. Store credits cannot be used to cover tax on purchases.
Credits do not expire
Partial credits can be used if the customer has at least ONE eligible item in their basket.
Customer's in-store receipts will show any remaining balance left when checking out.
In-Store
Customers can redeem their credits at any checkout (. manned by cashier or self-check-out). Credits cannot be redeemed at fuel centers.
Pickup Order, Delivery Orders and Boost Memberships
Credits will redeem during the online checkout process.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co

Customer Answer
Date: 02/20/2025
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.

Whether or not the correct process was followed, I contacted your rep asking how to do it. I followed her instructions and when it showed a charge upon checkout she assured me I would not be charged. If this was an error because of incorrect info given, the company should refund the amount charged instead of keeping the money I was told would not be charged and issuing a credit to my Kroger account. I was told I would not be charged and followed customer service’s instructions. I have complied and sent my info that was asked for. I want a refund of the amount charged.

Regards,

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

Business Response
Date: 02/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the last response, a $59 store credit was added on the customer's account on Feb. 19, 2025, with an instruction on how to use it. For the customer to verify the store credits on the account, they can go online and open My Account, then my profile. The credit will be on that page as Account credits.

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

Regards,

Kroger Co.
Customer Answer
Date: 02/21/2025
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.

A store credit is not the same as refunding me for a charge that was placed without my consent under your representative’s guidance.

Regards,

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

Business Response
Date: 02/22/2025
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.

As mentioned on one of the previous responses, we are unable to do a refund on this one back on the customer's payment method that is why a $59 was added on their account in the form of store credit. Initially the Kroger ********** card number was not connected on the online account where they enrolled with Boost, which was the first step of getting the offer. We are truly sorry as the we can only add credits on the account for this matter.

Regards,

Kroger Co.
Customer Answer
Date: 02/24/2025
Better Business Bureau:

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

Again, I started the chat with an agent to find out how to get the free offer. They walked me through it. They told me to ignore the $59 fee and said it would not be charged. You’re avoiding accountability, you don’t get to blame me or the card not being attached when that is something the rep could have checked when I first mentioned having problems redeeming. Every transaction I make on my card shows in my app. After having issues months ago with my points after receiving the credit card, I called customer service then and was told my correct rewards number was attached. Perhaps you should invest in better training so you aren’t screwing your customers and then blaming them when they ask for help from paid employees whose jobs are to educate and guide customers with their issues. Crazy idea.

Regards,

****** *******
Initial Complaint
Date:01/12/2025
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.
Plus Card number ************ here. Order delivered to my home. One pack of tomatoes is full of mold. A pack of strawberry is all smashed. They are all in transparent plastic packing so it only took half a second to spot them, but they chose not to, and decided to deliver faulty items to me. I requested for refund online, but obviously since Kroger has too frequently delivered unacceptable items to me and I requested for refund for so many times, they blocked the refund function in my account. Now I have to waste my time to type this thing and do an online chat with your associate for YOUR mistakes. If Kroger does not want to fix this issue, I am NOT going to be your customer anymore . It's infuriating.
Business Response
Date: 01/16/2025
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 a chance to properly address customer’s concern with the assistance of the BBB. I'm truly sorry to hear about your experience with the recent delivery. It’s completely understandable to feel frustrated when receiving faulty items, especially when it has happened multiple times. I apologize for the inconvenience caused by the blocked refund function. We will look into this matter and restore your ability to request refunds online.

Your time is valuable, and it’s frustrating to have to repeatedly address these issues. We are committed to improving our service and ensuring you receive the quality you expect.

Thank you for bringing this to our attention. We value your feedback and your loyalty as a customer.

Upon further review, I observed that the refund for the following items has been successfully submitted:

Kroger® Vine Ripe Fresh Tomatoes: $3.98 (UPC 0001111091688), 20 oz, Sub Best Available, 2 × $1.99
Fresh Organic Strawberries: $6.99 (UPC 0003338320038), 16 oz, 1 × $6.99
The total refund amount is $10.97. Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to reflect the money in your account. Additionally, an email confirmation will be sent out once the refund is fully processed.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.
Customer Answer
Date: 01/16/2025
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:01/11/2025
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 had 1000 fuel points expire in december as Kroger's system with ***** was down when i was trying to redeem my fuel points, i didnt care as i knew Kroger usually reinstates the points when they expire.

However this time when i contacted customer care they told me the system issue is there and they cannot see december fuel points and hence cannot restore them.

I would like Kroger to restore 1000 fuel points to my account.
Business Response
Date: 01/16/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the chance to address it. We sincerely apologize for your experience regarding the expired fuel points. Rest assured that this will be addressed accordingly.

Upon review, I found that the points from November had already expired by the end of December, which is why they no longer appeared in your account. The current balance reflects points from December and January, which will expire on the last day of the following month.

To honor the points, I have added 1,000 fuel points to your account for the inconvenience you experienced. You now have a total of 1,007 fuel points for January, which can be used until the end of February. You can check your Fuel Point balance at the bottom of your receipts or by logging into your account via the app or at www.kroger.com.

You can also redeem your points in four ways at Kroger Fuel Centers:
• Option 1 and 2: Select a month to redeem the full amount of your available fuel points.
• Option 3: Choose a specific amount in 10-cent increments.
• Option 4: Save 3 cents per gallon using your loyalty ID

Earn a 10-cent discount for every 100 points accumulated each month, up to $1 per gallon (with a 35-gallon limit per vehicle). Points must be used in the month they’re earned or the next month and cannot be carried over. They can also be redeemed at participating ***** locations.

Please note that when transferring points, it’s based on the date of the last transfer. For example, if you transferred points on June 23, 2023, the next transfer would be available on or after June 23, 2024. Therefore, you won’t be able to transfer points for one year. Additionally, if your points expire and you encounter an issue, please reach out to us as soon as possible so we can investigate and assist you.

We apologize for any inconvenience this has caused. We are committed to improving our customers' experiences and welcome your feedback, as our customers are vital to our business.

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

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

Regards,

***** ***
I am satisfied with the response.
Initial Complaint
Date:01/11/2025
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.
Placed an order for pickup at the **** ******** location on ********. After waiting over 10 minutes for my order to come out - didn't realize 8am on a Sunday morning was so busy as I was the only one there - the clerk asked if I wanted the items in the back. I tried to hand her coupons - Kroger coupons I received in the mail, here's how the interaction proceeded: "we don't take those!!!". "What do you mean you don't take these? They're your coupons."
"Those ain't my coupons. Those are Kroger coupons""Yeah...and this is Kroger" "We don't take those and I already cashed you out" “Well that's not my problem. The store on *** takes your coupons" “We ain't on ***, we on ********. You want this in the back?" "No, because I have coupons here for items in that. If you don't take these, cancel the order" "I already cashed you out. I ain't canceling it. You had to put those in online." "There isn't a place on your app to input these. If you don't take YOUR coupons, cancel the order"

She didn't say another word and took the cart back into the store. I immediately called and spoke with Monty who said you absolutely do take YOUR coupons and he'd speak with her. I called the 800 number to have the entire order refunded. I explained it to them and was told they'd refund it. After no refund appeared within a few days, I called back. I was then told if an entire order was cancelled, I had to go to the store to request the refund. I went to the store today and they stated I need to call the 800 number for the refund. I told them I did and their customer service said I need to go to the store.

I keep getting bounced back and forth between customer service and the store and they still have my money!!!! It is not my fault their employee didn’t do their job correctly but I’m the one paying the cost!!!
Business Response
Date: 01/16/2025
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.

Upon further review, a full refund was already requested for the customer's order and was also advised by the assigned supervisor that the issue has already been escalated to the appropriate team for further investigation. We also 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.

Additionally, here are our current coupon guidelines:
•Limit one store or manufacturer coupon (paper or digital) per item purchased.
•Acceptance is subject to any manufacturer restrictions on the coupon.
•All coupons will be accepted at face value if the product matches the coupon's description (brand, size, quantity, color, flavor).
•Expired coupons will not be accepted.
•We do not accept coupons presented through apps or mobile devices, only digital coupons found on our app or website.
•Coupons that are copied, blurry, out of proportion, altered, or fail to scan at checkout will not be accepted.
•We limit the use of the same coupon to three per day, per household, unless otherwise specified by the coupon's restrictions.
•If the total of an order becomes negative due to coupon use, the balance will be added to a merchandise return card.
For internet or print-at-home coupons:
•"Free Item" internet coupons are accepted if all purchase criteria are met.
•Only one internet/print-at-home coupon per item is accepted.
•Internet coupons may be limited to two per customer per day.

Please note that this policy is subject to change without notice. For immediate concerns, we encourage you to speak directly with store management. Thank you for your understanding

We truly apologize to the customer for any inconvenience this may have caused. We are always looking to improve the experience of our customers it will helps us ensure we are serving you to our best ability. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co
Customer Answer
Date: 01/16/2025
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.

They have yet to issue me the refund from 1/5!!! Customer service tells me I need to go back to the store. The store says I need to call the 800 number. No one wants to address this and I am the one STILL out money!!!

The coupons I tried to use were THEIR coupons they mail every month. Their clerk refused to take them because "I already cashed you out before I came out here". It is not my fault she didn't follow their procedures to cash someone out AFTER the order was picked up. I was not going to pay full price for items I had coupons for.

I did NOTHING wrong in this so why am I the one being punished????? I'm getting bounced back and forth from the store to customer service and still do not have my refund!!!!

Regards,

******** ***

Business Response
Date: 01/19/2025
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 we sincerely apologize to customer for the delay in resolving the issue they reported. patience and understanding are greatly appreciated as we work diligently to ensure that the refund is processed as quickly as possible.

We want to assure customer that concern was escalated to division manager to ensure that is addressed properly and in a timely manner. We will provide customer with an update as soon as we receive further information from the division manager. Your patience and understanding are greatly appreciated.

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.
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.

(PLEASE TYPE YOUR REASONS HERE)

The 800 number tells me to go to the store. The store tells me to call the 800 number!!! I am being bounced back and forth and no one cares this has been nearly THREE WEEKS!!!! I DID NOTHING WRONG!!!! The clerk REFUSED to take the Kroger issued coupons because "I already cashed you out". I have been waiting for some supervisor from the 800 number to call me but all I get are emails that per their policy, I have to go to the store to request it. The store has been nice but say it's up to the 800 number!!!

I WANT MY MONEY!!!!! YOU CHARGED ME FOR THE ORDER BUT I NEVER RECEIVED A SINGLE ITEM FROM IT!!!

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, particularly the poor experience the customer had with her pickup order.

After reviewing the matter, we have already forwarded the issue to our internal management teams. We anticipate that this process may take some time, as we want to ensure we are applying the best practices so that all programs function properly for our customers. Once the review is complete, we will promptly share the findings and any proposed actions. We sincerely apologize for any inconvenience this has caused the customer. We are continually striving to improve the experience for all of our customers, and your feedback plays a vital role in helping us serve you better. Your input is truly valued, as our customers are essential to our business.

Regards,
Kroger Co.
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 spent TWO HOURS on the phone Friday night trying to resolve this!!! I was told to go see Dakota at the ******* **** store to get a full refund. I said the ******* **** store had nothing to do with this. It's fine - I've already spoken to him and he works 11-7 on Saturday. Show up at 1115 Saturday and ask for Dakota. The poor kid had NO CLUE what I was talking about!!!! He hadn't worked in pickup in forever. How embarrassing!!!! I then spent another hour on the phone with you people only to be told "oh we need to escalate this". This has supposedly been escalated so many times and nothing has been done!!!!

Regards,

******** ***

Business Response
Date: 01/29/2025
Thank you for reaching out to the Kroger Executive Office. I have received the concern you submitted via the BBB, and we are grateful for the chance to work with the BBB to address the customer’s issue. Please accept our sincere apologies for the experience, especially the difficulties the customer encountered with her pickup order.

We want to reassure the customer that their concern has been escalated to the internal management teams for proper and prompt resolution. We will provide the customer with an update as soon as we have further details. We greatly appreciate your patience and understanding during this process.

We sincerely apologize for any inconvenience this may have caused the customer. We are constantly striving to improve the experience for our customers, and your feedback helps us ensure we are serving you to the best of our ability. We truly value your input, as our customers are at the heart of our business.

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

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

It states I did not respond. The message Kroger sent was they were still working on it!!! I click that I accepted it, assuming I would hear something when they answered. I have responded to ALL emails you have sent!!! I want this complaint reopened!!!! It's not my fault that they can't figure this out in OVER A MONTH!!!

Regards,

******** ***

Business Response
Date: 02/08/2025
Thank you for reaching out to the Kroger Executive Office. I have received the concern you submitted via the BBB, and we appreciate the opportunity to work with the BBB to address the customer’s issue. Please accept our sincere apologies for the experience, particularly the difficulties the customer encountered with her pickup order.

Upon further review, this issue has already been forwarded to our internal management teams, and we are still awaiting their update. Once the review process is complete, we will promptly share the findings and any proposed actions. Additionally, a $40 credit was added to the customer's account on 01/27/2025 for the pickup order that was not fulfilled.

Redeeming the credit is simple and convenient, with no expiration date. It can be used in both in-store and online purchases, though it cannot be applied at fuel centers. In-store, the customer can show their loyalty card or ALT ID and inform the staff about the credit. For pickup orders, delivery orders, and Boost memberships, the credits can be applied during the online checkout process.

We sincerely apologize for any inconvenience this has caused the customer. We are continuously working to improve our customers' experience, and your feedback plays a vital role in helping us ensure we are serving you to the best of our ability. We truly value your input, as our customers are at the heart of our business.

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

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

I still want an answer why I kept getting bounced back and forth of you need to take this up with the store and you need to call the 800 number!!! I did NOTHING wrong in this situation and they refuse to acknowledge that!!!! I spent FIVE HOURS between a Friday and Saturday trying to resolve this. I was finally told to go a completely different location, talk to Devin and he'd take care of the credit. Went there and the poor kid had no clue what I was talking about and hadn't worked in Pickup in months!!!! Yeah they did give me one credit but that was for my inconvenience of being bounced around and wasting my time!!! I don't understand how they think it's perfectly acceptable to treat customers this way!!!

Regards,

******** ***
Initial Complaint
Date:01/10/2025
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.
Placed on online order on 11/16 and after picking up the order and getting home, Kroger store called me and said there was a major mistake in order. I did not receive any of my non-perishable items (equal to $135.29) but did get some items from someone else’s order. They told me to call ###-###-#### to request the refund, either keep/donate/pitch the groceries I did not order, and to replace/make the order again (which I did).After contacting Kroger, I was told it would receive a refund of $135.29 and it could take up to 5 weeks to process refund. I also received this confirmation in an email from Luis Fernando.
Order # *******************
Case # ********
Then, I waited the full 5 weeks and was surprised to see the refund never processed and responded to the original email from Luis, asking about the refund. Received an email from Stefanus that there was a recent change in there protocol and all items would need to be returned in order to get the refund. Mind you, I was told that I didn’t have to return items directly and the refund should have been processed over a month ago. Called the Kroger store and spoke to customer service about the situation and was told to call and ask to speak to supervisor. So, I called again and spoke to Orly who gave me the same script I received from Stefanus in the email and kept me on hold for 24 mins and never spoke to a supervisor. Called again and spoke to someone who transferred me to her supervisor, Deandre, who answered the phone and introduced himself, asked my issue, and then never spoke again, but was on the line. After 6 weeks and over 2 hours of wasted time and frustration I decided to file a complaint, hoping maybe it will be more effective.
Business Response
Date: 01/16/2025
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 it. We sincerely apologize for your experience regarding the refund issue with your pickup order, and we assure you that this matter will be properly handled.

After further review, I can confirm that we have coordinated with the store, which responded on 11/20/2024, stating that the customer has already received a refund for the entire order. They also mentioned that they are trying to contact the customer. Please note that the customer will need to follow up directly with the store regarding the refund. They can reach out and request to speak with the manager at ###-###-####, providing the order number and transaction date for reference.

We truly apologize for any inconvenience this has caused. We are committed to improving our customers' experiences, and your feedback is invaluable to us as our customers are essential to our business.

Regards,
Kroger Co
Initial Complaint
Date:01/10/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 5, 2025 I placed an order on Kroger****. It was an order that was to be picked up at the ******* location. When I clicked "submit order," a red box popped up that said "We are experiencing technical difficulties, please call Kroger Customer Service." At the same time, I received notification from my bank that my account was charged $269.46. Kroger is unwilling to refund my money because they do not see an order on their end. They were also unwilling to get me the groceries I ordered or complete the order on their end. My bank is not willing to refund or dispute the charge because the order hasn't been completed or canceled. I have spoken with the store team lead, Corporate, customer service, supervisors, and the financial department. I also did a 3 way call between my bank and Kroger. No resolution. Kroger team lead told me there were lots of people in my position because January 5th was not a good day for their website. Screenshots of the charges were also emailed to Kroger supervisor. No resolution.
Business Response
Date: 01/16/2025
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. Pre-authorization holds typically fall off in 3-5 business days after the completed transaction. We are unable to expedite the release of these funds, and we would advise the customer to contact their financial institution directly. On a recorded case number ********, our financial department's advice was that the customer was not charged for this transaction and the amount that customer saw on their account is pre-authorization hold that will remain on their account for 3-5 business days. If the charges are do not fall off after 3-5 business days customer was advised to contact their bank to request to release the pre-authorization. We would like to ask if the hold is still in the customer's account after the advised 3 to 5 business days and if the customer's financial institution was contacted regarding the issue.

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: 01/16/2025
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:01/10/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday, 01/09/2024, I went to the Kroger at **** ******** **** ** ********** **. After purchasing some items and leaving, I returned when I saw a skincare products display, picked up a few more items, and paid for them at the self-checkout. However, I accidentally left the items and the receipt in the machine. Exhausted after a full day of work on my feet, I only realized this when I got home.

This morning, I went back to the store and explained the situation to customer service, but the staff member was very rude. They said they could locate the purchase using my card number, time, and total amount. I provided all the information, including the charge of $58.73, and even showed the transaction on my credit card app, but they claimed there was no record of the purchase in their system.

This was my worst customer service experience in the U.S. Other stores like **** ***** and ******* always find receipts without any issues. Based on the reviews I’ve seen, Kroger’s customer service seems notoriously bad. I just wanted my receipt or a possible refund, as $58.73 represents half a day’s work for me. It was extremely frustrating.
Business Response
Date: 01/15/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address your concern with the assistance of the BBB. We sincerely apologize for the unsatisfactory experience and poor customer service you encountered at our store located at **** ******** **** ** ********** **, on January 9, 2024. Despite providing all necessary information, including the charge amount of $58.73 and showing the transaction on your credit card app, the staff claimed there was no record of the purchase in our system. This is certainly not the experience we want for our valued customers.

To assist you further, we need a bit more information to resolve this matter. Could you please provide the following details:

Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Employee's name and any additional details about the interaction
Thank you for your cooperation. We look forward to resolving this issue promptly.

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:01/09/2025
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 applied for a Kroger's same day delivery grocery trial prescription for 30 days. I was requested to add a credit card to try out the prescription. After my order was complete. Two unauthorized amounts of 3.07 and 3.46 were charged to my credit card by Kroger. Also, two other items were charged to my EBT bill that I did not purchase for 7.00 and **** **** water refund of 3.99 which they did not have in stock. The 3.46 was for an optional tip fee that I did not confirm. I spoke with Kroger and was told that i could delete the tip, but Kroger did not offer me the option to delete it after Kroger had charged me. kroger owes me 10.99 back to my EBT card and 6.53 back to my credit card.
Business Response
Date: 01/12/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the case related to the customer's concern, on Jan. 09, 2025, they contacted us where she spoke with a supervisor. The items they had issues were addressed and they were given $10 store credit as well. We are sorry that they were added items on their order that they did not want, these are things that are not being added by Kroger and maybe a mistake by the shopper who was the courier of their order. Also, the tip is located in the checkout page, which has an initial 5% of the total amount of the order. However, this is not mandatory, and customers can always modify it if they want. There were no notifications about it as it is shown already in the checkout page before submitting the order.

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

Regards,

Kroger Co.
Customer Answer
Date: 01/13/2025
Better Business Bureau:

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

The 10. credit was for my inconvenience. The company would not allow me to delete the tip within the allotted time. I would like 6.53 credited back to my original payment method. I want a return of 3.99 back to my EBT card also which is for the **** **** water which was out of stock.

Regards,

***** ******

Business Response
Date: 01/17/2025
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 delivery shopping experience and we deeply regret any frustration it may have caused.

Upon reviewing the order, we found that the item mentioned was unfortunately out of stock. While the item was not charged to the account, we understand that this situation may have fallen short of customers expectations. To make up for this inconvenience, we have added credits to loyalty account number ************. On January 9, 2025, a $10 credit was provided, followed by an additional credit on January 13, 2025. In total, now have $30 in loyalty credits available to use for future purchases. 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 deeply value customer patronage. 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: 01/23/2025
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.

I request for 6.53 be credited back to my credit card. A supervisor agreed for my card to be credited.

Regards,

***** ******

Business Response
Date: 01/26/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We understand what the customer wants, but we don't have an option to refund the tip back to their credit card as this has a separate system and we don't have control with it unless this was modified. However, as advised from the last response, the customer has received $30 in total of store credits that they can use on their next purchase.

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

Regards,

Kroger Co.

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