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

  320 W 5th Ave Ste 148 Anchorage, AK 99501-2348

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  Kroger

  400 West Moultrie Blytheville, AR 72315

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

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:01/11/2025

  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.

• Initial Complaint

  Date:01/09/2025

  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.

  Hello BBB and thank you for helping me resolve this issue. It should not be such an escalated situation. I frequent King Soopers in my neighborhood often. I buy ***** *** Chardonnay from the store. It is marked "Regular price $34.99, Sale price $19.99" The $19.99 is a reasonable market price, as ******* is similar, liquor stores are about 3 dollars more. Anyway, I purchased it today via grocery pickup. I told the pickup guy that it was not the right price. He told me to reach out to customer service to have it corrected. I reached out to customer service chat. The rep offered a $15 store credit and I refused, stating that I need the overcharge put back onto my payment method, a Visa debit card. The rep refused. I then told the rep to let me speak to a supervisor. The rep stated one would call me. I told the rep to give me the store credit. The rep then refused stating the supervisor would have to handle it.
  This is very irritating.
  1. The $34.99 pricing causes anxiety and frustration, (every time) just mark it $19.99 and sell it for $19.99 as shown.
  2. The failure of the system to automatically charge the correct "sale" pricing is an outrage, and it is bait and switch. All requirements were met (I used the club card, I was signed in and on my account for the pickup etc.) and there is no reason for me to be overcharged $15 except for the King Sooper's system own administrative negligence.
  3. The failure of the employees to handle this issue in the business model and credit for the bait and switch overcharge, is also administrative negligence.
  I'm damaged but I'm also enraged, it's my hubby's birthday today we don't have time for all this mess. It's disrupting to peoples lives. It's damaging.

  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.
  
  As the customer mentioned, they contacted us through chat regarding the sale price that did not apply on the wine they purchased. As advised by the supervisor and the representative they spoke with, a refund back to the customer's original payment method is not possible because it is only the excess charge that is needed to be refunded, and we don't have an option for it. Also, the item is an alcohol which adds to the restriction on processing anything from our end. Customer may need to coordinate with the store if they still wish to get the excess charge from the wine. It is verified that the customer was given $15 for it as well.
  
  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: 01/12/2025

  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 included below.

  
  

  Inconvenience is simply not the issue.

   

  King's common business practice of charging a 75% overcharge to the customer and refusing to refund it in the same denomination is textbook fraud.

  It also qualifies as money laundering on the side of King's.

  I will be reporting to the U.S.Office of Consumer Affairs. 

  Regards,

  ***** ****

• Initial Complaint

  Date:01/09/2025

  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.

  December 15th placed an order with Kroger online. Kroger used ***** **** to fill the order. The ***** **** shopper added items to my order without my permission. I contacted Kroger via 800# the issue was not resolved to my satifaction. $110.63 was removed from my debit card they returned only $65.58. Called multiple times in which case I was hung up on, spoken to rudely, and dismissed. I was told to contact ***** **** myself to rectify the situation even though I ordered through Kroger. I do not have an ***** **** account. Kroger does not have an system in place to rectify these situations of protect consumers funds. I additionally placed on order on January 5th, delivered on the 9th again funds removed from debit card that should not have been. Called district manager office was told to call ***** **** again and 800#. It's not ok for this company to play with people's funds.

  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.
  
  After carefully checking all cases related to the customer's concern, with case reference number ********, it appears that there was an initial refund requested worth $88.69 on Dec. 22, 2024. I also found additional case where a $6.98 was requested for missing items for the same order. On Dec. 22, 2024, as well, the total of what was refunded to the customer is $95.67. The customer contacted again on Jan. 09, 2025, and spoke with one of the supervisors. She was advised why their backup card was charged and was given $30 store credit on their account.
  
  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:01/09/2025

  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.

  Issue raised with Fry's Food/ Kroger ******* business would not honor app sale prices since thier app was not connecting with internet or wifi at that location. Manager became argumentative and would not honor sale price. Manager was also rude when one item on sale didn't ring up on sale price. They also continue to mislead prices by hiding sale items. In this instance it was Naval Oranges priced at $1.99 per bag. They had two separate sku's on sale so it was misleading.Also would like in writing a corrective action on floor manager to not argue with customers and to honor sale prices as advertised. Issue date 12/16/2024. stakeholder was evening front end manager. I ended up going to 1st Ave. location due to argumentative staff at **** location.

  Business Response

  Date: 01/11/2025

  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 ensuring that all discounts and sale prices are accurately applied to the order, and we regret any confusion or inconvenience caused by the discrepancies.
  
  To make this right, we have added a $10 credit to loyalty account. Can use this credit on any future purchase as a token of our commitment to ensuring satisfaction. We also thank customer for sharing  valuable feedback regarding the challenges  faced while attempting to use digital coupons/sale price due to an internet connection issue. We greatly appreciate taking the time to provide us with the input, rest assured we have shared the comments to internal management team to ensure that we are implementing the best practices so that all programs work correctly for our customer.
  
  For a smoother experience in the future, we recommend downloading coupons/sale price in advance while connected to a strong internet connection. This will help ensure that  discounts are readily available when  need them. While we encourage customers to download their coupons in advance when possible, we recognize that unforeseen circumstances like internet connectivity issues can arise. Rest assured, we are exploring potential solutions to provide a more seamless and accommodating experience for all 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: 01/11/2025

  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.

  
  

  
  Downloading the coupons ahead of time is not a good option because you have to pull up the app to apply them at checkout. I previously tried using phone number but that doesn't always work. Again this is been a problem numerous times with poorly trained managers. I'm advocating for better training and a commitment to honor your app coupons better.

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

• Initial Complaint

  Date:01/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting messages on my mobile phone from both Kroger and ********* about purchases an ********* shopper is making at Kroger for someone else. This started Friday, December 20, 2024. I am not being charged for these, but getting the messages is a nuisance as I am getting numerous ones. I called ********* and they say I need to call Kroger. I called Kroger and they say they can’t fix this, that if my phone number is somehow attached to other accounts, they would have to have permission from the other people to go into their accounts. This is happening at two Kroger locations— one in ******* ** and one in ************ **.

  Business Response

  Date: 01/11/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. 
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. I wanted to get this issue checked by our technical team and I am sure they would need further details for checking. Please provide the details below.
  
  Date/time the text was received:
  Customer's Contact Number:
  Customer’s Mobile Number (if different than the contact number above):
  Email Address:
  The number that the text came from:
  Screenshot of the message received:
  
  Your response is greatly appreciated on this one and we look forward to resolving this issue for you. 
  
  Regards,
  Kroger Co
  
  

  Customer Answer

  Date: 01/11/2025

  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 business has asked for further information, but has given me no guidance on how to provide that. I am happy to provide Kroger with my phone number and email address if I know how to provide it to them. 
  
  
  Regards,
  
  
  
  ****** *********
  
  

  Customer Answer

  Date: 01/13/2025

  Please provide the Kroger Complany my phone home/mobile number:  ###-###-####; and my email:  **********************

  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.  It is disheartening for us to know about the SMS message customer received regarding an order that was not placed. We understand how this might have caused confusion and frustration, and we deeply regret the error.
  
  Please rest assured that we have escalated this matter to our technical team for further investigation under Service Now Escalation Ticket #**********. We are committed to identifying the root cause of the issue and ensuring that it is resolved promptly. We will keep customer updated and provide a response as soon as we receive feedback from the technical team. 
  
  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.

  
  

  
  

  Kroger has said they will continue to work the issue which I appreciate; however, I will not be satisfied until the issue is resolved. I have attached copies of two of the orders for which I received messages. These show the addresses where there orders were delivered which are not my address. These show messages may be coming from *********; however, ********* customer service says that the phone numbers come from Kroger. If necessary, Kroger needs to work with ********* to resolve this as this is an invasion of my privacy.  Kroger may contact me if they wish.  However, I have already tried to work with their technical customer service to no avail.
  
  
  
  
  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.
  
  According to the ticket submitted for the customer's concern, our technical team had found out the customer's phone number, ###-###-####, was mistakenly used in an order that is coming from a different person. The customer may expect more notifications from another order that is not addressed to them as we can see that the person is still using the phone number to their orders. This situation is beyond our service area, and we can't change this information from that person's account without their initiative to call us and change it. The other person may still not aware that they are using another person's phone number.
  
  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: 01/28/2025

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

  
  

  
  

  Kroger claims this is other customers’ fault which I do not believe. I believe it  a problem within Kroger’s system which they refuse to acknowledge or fix. Have they checked these other customers to see what phone numbers should be associated with their accounts?  They do not say. I have had an account at Krogers for years and this has only recently happened. How on earth could i possibly fix this myself since I don’t know these customers and Kroger does. I’m guessing that if I hire an attorney they may make a greater effort to address this problem.  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

  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 sincerely apologize for the inconvenience regarding your phone number being used by another customer for online orders. We understand how frustrating this may be, and we appreciate your patience as we work to resolve the issue.
  
  Please be assured that we have already reached out to the customer currently using the phone number and have requested that they update or change it in their online ordering account. We are now awaiting their response and will keep customer updated as soon as we receive any updates from them. Your satisfaction is very important to us.
  
  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Thank you for your understanding and patience in this matter.  
  
  Regards,
  Kroger

  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.

  
  

  
  

  Kroger has indicated they have taken action to resolve my complaint, but the action they have taken will not resolve my complaint for two reasons.

   

  1)  Two separate ********* customers are involved.  I attached order information for both of these with my last reply.

   

  2)  The problem is NOT with the customers arbitrarily using my phone number, but with some random issue within the Kroger IT system that needs to be fixed.  Kroger has somehow assigned my phone number to these two customers for the purpose of ********* orders and it is causing big problems.  Just today I had a message from an ********* delivery person begging me to open the door to confirm receipt of the order.  Of course I could not, since I was not the right person to receive the order.  Kroger needs to fix their system!
  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

  Business Response

  Date: 02/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We 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.
  
  According to the ticket submitted regarding your concern, our technical team has discovered that your phone number, ###-###-####, was mistakenly used in an order placed by another individual. As a result, you may continue to receive notifications for orders that are not addressed to you, as the other person is still using your phone number for their orders. Unfortunately, this situation is beyond our service area, and we cannot change the information in the other person's account without their initiative to contact us and update it. It is possible that the other person is unaware they are using someone else's phone number.
  
  Please be assured that we have already reached out to the customer currently using your phone number and have requested that they update or change it in their online ordering account. We are now awaiting their response and will keep you updated as soon as we receive any updates from them.
  
  Your satisfaction is very important to us, and we appreciate your patience and understanding in this matter.
  
  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: 02/13/2025

  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 response is basically the same as the last response.  Kroger has not acknowledged my previous response to them and keeps saying the same thing; thus, it seems they are not working in good faith to address my concerns.
  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

• Initial Complaint

  Date:01/07/2025

  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 added gas at a Kroger fuel center at ********* *** ********** ******** on December 27, 2024. Since I was going to pay with a Kroger gift card, and Kroger no longer allows gift cards to be paid directly at the pump, I followed the instructions to find an assistant, who deducted $60 and told me that I could start refueling. However, he did not enter my Kroger account number correctly, resulting in the inability to obtain the discount by using fuel points. So I did not start adding, but found the assistant to tell him the situation. He was also unclear about how to operate, and finally canceled the transaction and gave me a gift card of the same denomination. However, when I got home, I found that the gift card balance was 0.
  I called, and Kroger's customer service department asked me to contact the gift card department, and the gift card department said that they only handle egift cards.
  When communicating with the customer service department by phone, the waiting time was very long every time and went back and forth, and at least 2 times they suddenly hung up the phone without notification.
  When I contacted them by email, they always responded after several days, but the answer was irrelevant.
  The case number is #********

  Business Response

  Date: 01/11/2025

  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 provided case ********, customer may need to connect with our Gift Card as they are the only one who can resolve the issue. We advise that the customer call again our Gift Card department at ###-###-#### (option 1) and provide the case number ******** for their tracking.
  
  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: 01/11/2025

  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.

  
  

  
  
  Before I contacted BBB for help, I tried almost everything to contact Kroger several times, including customer service, which is the case number came from.

  I followed their advice to contact the gift card department, but the response I received was that I needed to provide proof of purchase for the gift card.

  In fact, the assistant at the Kroger fuel center that day only gave me a receipt, which was a receipt for deducting money from my original gift card. Since the gas pump showed an error before I started refueling, I went back to the Kroger fuel center and asked the assistant for help. He obviously didn't know how to handle it, and he called other people while I waited there. During this time, I used my credit card to refuel. After a long time, he said that he couldn't refund my original gift card, so he gave me another gift card and told me that the face value was $60. I asked him for a receipt, and he said he didn't have one.
  At the time, I felt something was wrong, because when the gift card was activated, there should be a receipt showing the activation and the balance. After I went home, I checked the balance on the Kroger website, and it showed that the card number and password I entered were invalid.
  I called the Kroger fuel center right away, the assistant answered my call, took down my number and said he would get back to me later, but there were no updates.
  I currently have two receipts, in chronological order, the first one was at 3:10 pm, a gift card prepayment of $60, and the other was at 3:20 pm, a receipt for my credit card payment. Both were at pump #8.

  By the way, since the general customer service didn't seem to understand how to handle this type of problem, I have also tried to contact Kroger's headquarters in Cincinnati and the customer service center in ********. The call was hung up before I could finish explaining.
  
  Regards,
  
  
  
  ******* ****
  
  

  Business Response

  Date: 01/17/2025

  Thank you for contacting the Kroger Executive Office. I have received the customer’s concern submitted through the BBB. We appreciate the opportunity to address this matter with the assistance of the BBB and hope to assist the customer in any possible way.
  
  According to the provided case number ********, the customer may need to connect with our Gift Card department, as they are the only ones who can resolve this issue. We advise that the customer call our Gift Card department again at ###-###-#### (option 1) and provide the case number ******** for tracking.
  
  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: 01/17/2025

  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.

   

  Before I contacted BBB for help, I tried almost everything to contact Kroger several times, including customer service, which is the case number came from.
  I followed their advice to contact the gift card department, but the response I received was that I needed to provide proof of purchase for the gift card which the associate at the Kroger fuel center  did not give to me.
  I think I have explained clearly that I have already contacted the gift card department but not helped.
  Now I am in a circle, my gift card is just a blank card, and Kroger fuel center did not give me a receipt at that time. And now you are asking me to contact the gift card department, which need the receipt to the gift card.

  I do not understand why Kroger sent me the same response and I feel like Kroger did not read my explanation.
  Attached is the receipt from when the gift card was charged and I had to pay with my credit card due to an associate error.
  
  

  
  

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

  Business Response

  Date: 01/22/2025

  Thank you for reaching out to the Kroger Executive Office. I have received the customer’s concern submitted through the BBB and appreciate the opportunity to address this issue with the BBB’s assistance. We are committed to assisting the customer in any way we can.
  
  Please note that the customer needs to contact the store directly for further help. They can visit the customer service desk to have the gift card provided by the fuel station attendant checked, or they may speak with the store manager. Additionally, the customer should reach out to our Gift Card Support team at ###-###-#### for further investigation. Our support lines are available Monday to Friday from 8:00 AM to 10:00 PM, and on Saturday and Sunday from 10:00 AM to 9:00 PM.
  
  We sincerely apologize for any disappointment or inconvenience this situation has caused. Please be assured that we are implementing measures to ensure our programs function properly for our customers. We highly value the customer's business and are dedicated to ensuring their future experiences with us are positive.
  
  
  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.

  Thank you for Kroger's response. Before contacting the Better Business Bureau, I had called the local store fuel center several times. They left my contact information and said they would contact me. But no one contacted me after that.
  So I contacted the online customer service, but they didn't care and said I needed to contact the gift card department as you guys are doing.
  I have repeated the process of contacting the gift card department many times before, and most of the time it was voice service, saying that my gift card was not activated, but no solution was given.
  The only time a human customer service answered my call, saying that they needed a gift card receipt, but the person on duty at the fuel center didn't activate the gift card at that time, so there was no receipt for me.
  What I want to say is that it has been nearly a month, and Kroger obviously did not really stand from the customer's perspective and value the customer experience as they said.
  If you can't solve the problem, I can only complain to the **** Attorney General's Office or even the **** legislator's office.
  I can't believe that something that is clear and obvious can be so difficult for customers.
  

  
  

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

  Business Response

  Date: 01/26/2025

  Thank you for contacting the Kroger Executive Office. I’ve received the customer’s concern through the BBB and appreciate the chance to resolve this issue with their assistance. We are committed to supporting the customer in any way possible.
  
  Please know that your feedback has been shared with our internal management teams. We expect this review process may take some time, as we want to ensure we are following the best practices to ensure all programs function properly for our customers. Once the review is complete, we will promptly communicate the findings and any proposed actions. We sincerely apologize for any inconvenience this may have caused and appreciate your input, which has given us the opportunity to address and correct the matter.
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/31/2025

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

  Thank you for your efforts. I received a call from the Kroger store sssistant lead the day before yesterday.

  Today I went to the store and a very nice and responsive manager named Ron quickly solved the problem with his help.

  In addition to thanking you, I have a suggestion.

  Although I have provided the process and two receipts to the Kroger customer department through several information exchanges through BBB and online customer service, the store manager is not clear about this process. I think the online customer service and local store can improve in information sharing. Thank you!
  
  Regards,
  
  
  
  ******* ****