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

• 

  Kroger

  2116 S Main Street Stuttgart, AR 72160-6722

• 

  Kroger

  1626 North Business 9 Morrilton, AR 72110

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

• 

  Kroger

  1009 West Main Street Russellville, AR 72801

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:01/09/2025

  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,
  
  
  
  ******* ****
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 2 2024, I purchased "Kroger® Diamond Clean Dishwasher Detergent Pods BIG DEAL!" (92 count) in an online pickup order at the ******* ****** **** ***. Reward ID is ************ and order ID is *******************. I didn't need to use the product immediately. When I finally began using it last week, my dishes were not clean. I thought there was something wrong with my dishwasher. We made sure the dishes were rinsed extremely well. We followed the instructions on the container. We read online tips for improving dishwasher performance. We cleaned the interior of the dishwasher. We ran the dishwasher with vinegar. We purchased a product to clean the dishwasher interior. We ran the dishwasher with two of the pods in it after having done the same load with only one. The dishes actually looked worse. There was residue all over them. I was convinced we needed a repair person. Before I called one, I decided to buy some Cascade pods, and lo and behold, the dishes came out perfectly clean. This Kroger product is absolutely terrible and useless.
  
  I returned it to the store and they would not accept it because it was past the 30-day return window. I contacted Kroger support via chat and they would not give a refund for the same reason. However, the product label states "Our Brands. Our Guarantee. Love It or Your Money Back." There is no time period stated on this label. This is not about a return policy. This is about a product warranty and I want my money back.

  Business Response

  Date: 01/10/2025

  Thank you for contacting the Kroger Executive Office. I’ve received your concern submitted through the BBB, and we appreciate the opportunity to address it with their assistance. Please accept our sincerest apologies for your experience, particularly with the poor-quality Kroger Diamond Clean Dishwasher Detergent Pods. Rest assured that this will be addressed appropriately.
  
  I have processed a refund of $19.99 for the detergent pods that failed to clean your dishes. Please note that once submitted, the refund is processed immediately, but it may take 1 to 3 additional business days for the funds to reflect in your account, depending on your bank.
  
  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: 01/12/2025

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

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/4/2024 I was a victim of fraud via the Kroger mobile app. Someone in another state who is not me, placed an online pickup order on my account in *****. I received email of the order and immediately called my credit card company to report fraud and shut off my card. I then contacted the Kroger store in ***** to inform them of the fraud and to not fulfill the order. On 1/21/2024 when attempting to use my own Kroger account to place an order for myself it would not let me place my order. I have called 10+ times in attempt to get my issue resolved and have emailed as well. I keep getting told to reset my password and wait then place my order, and then that they will “escalate” my concern and get back to me within 48hours. I have NEVER received any follow up and subsequently had to completely stop shopping at Kroger altogether because many of their sales and coupons are for online pickup only, also I have a disabled child which makes shopping in store difficult so I have just had to stop shopping there and it has caused a huge inconvenience to my life. I have even tried making different accounts and using my husbands account but somehow those are blocked as well from placing orders, I’m not sure how, but I need someone higher up to actually resolve my issue. I’m being penalized and horribly inconvenienced and effectively banned from a store all because I was the victim of a crime and have tried doing everything I can to resolve this issue myself to no avail.

  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. For fraudulent charges, we highly advise our customers to dispute the charges with their financial institution. While processing the dispute with their bank, they will also need to have their card on file replaced by the bank. Once they receive the new card, the customer will need to update their card information. 
  
  Upon checking on our end with the information provided to the business bureau, we unfortunately are unable to locate error logs for the email ID. We highly encourage you to contact Kroger Customer Relations Center (KCRC) at ###-###-####, Option 1 for an in dept explanation regarding the error ** **** you are receiving upon placing an order. 
  
  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: 01/11/2025

  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.

  
  

  
  

  I have already reported the fraudulent charge and gotten a new card I also have updated all the information through Kroger my account has some kind of ip block on it and now my account my husbands account and any new account since the reported incident has not worked I refuse to contact customer service anymore on the matter and somebody with some actual authority within Kroger should reach out to me for a solution on this because I have been unable to use grocery pick up and online ordering for over a year and customer service is not equipped to handle this issue this has resulted in me having a difficult time acquiring groceries to feed my family and have had to go to other competitiors as a result of this failure of Kroger also what email ID are you referring to because this incident has a reference number attached to it 
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 01/17/2025

  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 advised from the previous response, customer is being referred to our Kroger Customer Relations Center because they are the only one who can review the customer's concern. We do not have the option for someone to call the customer is this platform for the concern they raised. If the error message is ******, definitely the mentioned department can help them. We ask for the customer to call them at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm. 
  
  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: 01/23/2025

  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 have been going to Kroger for the 16 years and have never had a problem like this for reporting fraud there is nothing new going to the same place you all have been directing me to go to for the last two since this problem started I’ve already talked to customer service 10-20 times and they have not come up with solution so why would this time be any different somebody with some actually authority who isn’t going to belittle me tell that I’m crazy and actually work on my problem should reach out to me I’m not hard to get ahold of and this problem isn’t something that paying customers should have to move mountains to get dealt with it’s real simple you all need to unlock my account with whatever block you’ve put on it so I can return to Kroger and I should be compensated for the blocking of my account for over 2 years if you truly cared about my concern it would have never even came to this because we would have solved it already 
  Regards,
  
  
  
  ****** ********
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my boost membership for 2 months, also tried on your devices. Only getting an error has occurred. I want the $7.99 charges on my credit card to be stopped

  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. Upon checking the account on our end, we can verify that the Boost subscription was already cancelled on January 7, 2025, and a credit was applied to the shopper card for the cancellation.
  
  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:01/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order to be delivered on Dec 15th for $106.47, I never received my order and reached out to live chat to express that issue & I was told that a refund was processed and that another department has to finish pushing it through in which it has been 14/15 business days since then and still nothing

  Business Response

  Date: 01/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry for the inconvenience on the delay of their whole order refund.  We are working hard to offer them the best experience and their feedback helps make us better every day. According to the case where the customer first reached out, it shows that on Jan. 02, 2025, the refund was submitted. Additionally, our refund team are currently experiencing a high volume of refund requests. Refund through credit card payments may be processed within 10-15 business days.
  
  Kroger typically processes SNAP/EBT refunds immediately.  However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so the customer will want to check with their state agency to see when their funds are scheduled to be loaded next.
  
  The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds will be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders. Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more.  Our customers can contact their state agency for details for their state.
  
  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:01/06/2025

  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 have been in phone conversations for the last 6-8 weeks with Kroger Corporate office here in **. Spoke with Ms. Sandy and a couple days ago to Ms Sherry a Supervisor .Spent 45 minutes on phone trying to get solution on why is Kroger not allowing their Senior customers to use their ******** Extra Benefit Debit Card to pay for personal items as Toilet Paper, none of their workers at the three stores i visited zip codes *****, *****, ***** can give an intelligent reason because they don’t know , the Supervisor on the phone promised like the first Rep. they would escalate yet nothing comes of it.
  Why are we allowed to purchase junk food such as chips , ice cream, sodas etc yet we cannot pay for toilet paper and certain $5.00 packages of chicken and our Providers confirm in our booklets that we should be able to do.
  Seniors are already struggling with very limited income and this assistance provided by our insurance affords the help we need to try and eat as healthy as possible . We need for someone in Authority or Social Media to be made aware of what large companies like KROGER, ******* and ******** are doing to us and to remedy this OUTRAGIOUS situations . These 3 companies are doing the same not allowing Seniors to pay with their Benefit cards for Toilet paper. We have to find monies out of pocket to purchase .
  Please help!

  Business Response

  Date: 01/12/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
  
  We sincerely apologize for the inconvenience the customer experienced when attempting to use their ******** Extra Benefit Debit Card to purchase toilet paper and chicken. We understand how important it is for you to be able to use your benefits without issues, and we regret that this was not the case during the customer's recent visit.
  
  To assist the customer further, we kindly recommend reaching out to the number located on the back of their benefit card. If there is no contact number at the back of the customer's card, they can reach out at ###-###-#### for more assistance regarding their card's functionality.
  
  As a token of our appreciation for the customer's patience, we have applied a $10 credit to their loyalty card ************. This credit can be used toward your next purchase.
  
  Please accept our sincerest apologies for your experience. Your comments have provided us the opportunity to evaluate, address and correct this matter. If you wish to be contacted by our store management, kindly provide the complete store addresses of the given zip codes.
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 01/14/2025

  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 is sending me in circles by telling me to call the number to the back of my card when I have already confirmed with my card benefits that toilet paper is supposed to be covered, plus the other number Kroger provided in their response is inactive.

  So what are they trying to do with their Senior customers adding more insult and disrespect to injury?
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 01/18/2025

  Thank you for reaching out to the Kroger Executive Office. We have received your concern submitted through the BBB and appreciate the opportunity to address the issue with their assistance. Please accept our sincerest apologies for your experience, particularly regarding the inability to use the ******** Extra Benefit Debit Card for personal items like toilet paper. We assure you that this matter will be addressed appropriately.
  
  For any issues related to discounts or benefits, customers should contact the number provided on the back of their card or visit the website listed there for more information. If no phone number is available or if the customer prefers to speak with someone, they may reach out to Solutran at ###-###-####. Please note that this number does not apply to Healthy Foods or the OTC Network—those customers should contact their healthcare provider directly. She may also coordinate with the store and speak directly with the store manager for further assistance.
  
  We value your understanding of our policies and your cooperation in maintaining a fair system for all users. Our goal is to ensure the best possible experience, and your feedback has allowed us to evaluate and address this matter.
  
  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience caused.
  
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Kroger’s on 12/21/24, I got in line to pay for my groceries with a Blk gentleman in front of me an a Wht couple at the register. The register light was ON. The Blk gentleman had a bottle of wine sitting on the metal portion of the conveyor belt, but not on the belt itself. Cashier said to him is that yours, and he replied yeah, I’m standing here, who else would it be, he looks at me and we both shake our in agreement of what a dumb question it was. Cashier then said you should have put the bar separator there. Cashier looked at me. Then proceeded to say his register was close after the gentleman, and turned his light off. I said I have been standing here and got in line when the light was on. The Blk gentleman said man you looked right at her, when you were talking to me. Cashier said my manager said to close. I proceeded to tell him I was here the whole time. At this point everyone was looking at me. The Cashier whose name was Kaden was grinning and laughing. Another cashier came to the register next to us and everyone including the Blk gentleman said Ma’am go over there. The new cashier Ted and the bagger both apologized to me. They were very pleasant. Then Kaden proceeded to say were you with the gentleman, the gentleman and I said what, why would you say that, I said why would I be with him, what does that have to do anything. The entire time he is grinning at me, I asked to speak to the manager, Ted called her. The manager was a Wht woman heavy set with long straight blond hair. I proceeded to tell her how rude he was, I was so upset I didn’t even address the fact that he turned the light off and he wouldn’t ring me because the manager said to close. I was upset that he assumed I was with the Blk gentleman just because we both were Blk. The manager said I will speak to him about, I said no you won’t , it will go no further than this. He did not ask if the Wht couple were they with the Blk gentleman, but ask me. The mgr was dismissive of me.

  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.
  
  Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  

  Kroger Co.

  Customer Answer

  Date: 01/28/2025

  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.

  
  I absolutely reject this cut and paste response to buy time so I go away and no one takes responsibility for their actions. They can investigate this quickly if they wanted to. If someone was stealing from the store, they would have reviewed video surveillance and spoke employees and customers involved if necessary. This young man laughed and continued to be insulting to me and the customer in front of me the whole time. I have no proof that the manager ever said anything to him. Her actions  were dismissive as well. Why would you close a register when customers were in line already. There was no one behind me, I was the last customer.  I want this resolved immediately.

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

  Business Response

  Date: 01/30/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  As per advice from the previous response, the customer's concern was escalated to our Upper management for review. This platform receives only our customer's concerns and feedback, and we send them to the appropriate departments. As soon as the result or response is received, we will surely share it with the customer through this platform or this can be received from the store.
  
  We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 01/30/2025

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

  
  

  Once again the responses are stall tactics in which I am not impressed. What was meant by implementing the best practices and what programs are they referring to that is supposed to work for me? I am not an employee of Kroger, that makes no sense. I want that young man and the manager dealt with. I was insulted and embarrassed. I want to know why I was refused service when I was in line and all lights above the register were on?

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

  Business Response

  Date: 02/01/2025

  Thank you for reaching out to the Kroger Executive Office. I’ve received your concern submitted through the BBB, and we appreciate the opportunity to work with them in addressing the customer’s issue. Please accept our sincere apologies for the experience.
  
  After reviewing the matter, we have already coordinated with our internal management team and are currently awaiting their update. Rest assured, we will promptly share the findings and any recommended actions once the review process is complete. We truly apologize for any inconvenience this may have caused. We are committed to continually improving our customers' experiences, as it helps us serve you to the best of our ability. Your feedback is important to us, as our customers are the heart of our business.
  
  
  Regards,
  Kroger Co.
  
  

  Customer Answer

  Date: 02/03/2025

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

  
  

  First Upper Management is handling this, now Internal Management? Again I want this resolved, next I am contacting Rodney M*******.

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

  Business Response

  Date: 02/06/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  According to the last update as of Feb. 03, 2025, the operations manager is already looking into the incident and is currently working on it. They just needed more information that we already handled on our end. We too hope that this will be resolved as we strive for the betterment of services for our customers. We understand how important this is, and we are not taking this lightly. We are really sorry that this has to happen, as soon as we received their response, the results will be shared to the customer right away.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 02/06/2025

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

  
  

  No Kroger has not addressed the issue to myself, they said they are working on it, now with an Operations Mgr. My issue keeps getting forwarded to another department with no real resolution. In turn I will be contacting Rodney M******* to info him of the type of employees the Store Mgr or/ Hiring Manager are allowing to work in his stores. Employee Kaden should not be working having direct contact with customers.

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

  Business Response

  Date: 02/08/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. I believe that we could have handled this better, and I am afraid that it was not done. We have been coordinating with the operations manager to review and verify the issue. This process is done to ensure that proper resolutions and coaching if needed, is done for the issue at hand. Currently we have sent a follow up to get the necessary updates. We are extending our sincerest apologies as the process is taking some time and we truly appreciate your patience regarding this. 
  
  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: 02/14/2025

  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.  I spoke with the Manager and she assured me she spoke with this employee. Even though I am not happy about the way I was treated, I will trust that this will never happen again with this employee and hopefully any other employees.
  
  
  
  Regards,
  
  
  
  ******* *********
  

• Initial Complaint

  Date:01/05/2025

  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'm deeply frustrated with an incident at Ralphs (*** * ******* *** *** ******** ** *****) on 10/02/2024 that has yet to be resolved after nearly three months of effort on my part. Here's what happened:
  
  While using the self-checkout, I encountered an issue that required me to step away to speak with the attendant. During that brief moment, another customer walked up to the self-checkout and used my checkout station to initiate a $100 cashback transaction and walked out of the store with the money. I didn't realize this until a few days later.
  
  I went back to the store to request the security footage, but I was told to file a chargeback with my bank instead. I followed this advice and filed the chargeback, only to be notified weeks later that Ralphs denied the chargeback, leaving me stuck with a $100 loss.
  
  Since then, I've been caught in a back-and-forth between the store, attempting to talk to Angel H****** and Ralphs' customer service line (###-###-####, Case #********). The store manager tells me to call the customer service line, and the customer service line tells me to go to the store. No one seems to take responsibility or offer a resolution.
  
  I've spent countless hours and energy trying to resolve this, but Ralphs refuses to provide the security footage or even a clear next step. As a loyal customer, I'm disappointed by the lack of accountability and care shown in resolving this issue. This is unacceptable, and I'm sharing my experience publicly in the hopes that Ralphs will take action to address this and prevent it from happening to others.
  
  If someone from Ralphs corporate reads this, please escalate this matter and help me resolve this once and for all. I would be happy if someone can refund the $100 or even just provide a $100 gift card, etc., to resolve this issue. Thank you.

  Business Response

  Date: 01/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. 
  
  We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  
  Kroger Co.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  
  
  

  Please do not close this complaint until the issue is resolved. Kroger has responded indicating that they are reviewing. Thank you.

  
  

  Regards,
  
  
  
  ****** **
  
  

  Business Response

  Date: 01/15/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.
  
  The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. 
  
  We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 01/16/2025

  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.

  
  

  
  

  The company has not made any action towards resolving my issue other than saying they have submitted my complaint weeks ago.
  
  
  Regards,
  
  
  
  ****** **
  
  

  Business Response

  Date: 01/21/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please accept our sincerest apologies for your experience.
  
  Rest assured your comments have been forwarded to the internal management and is now under review. We anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. 
  
  We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 02/03/2025

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

  
  

  
  

  Problem:
  This issue remains unresolved and the case was accidentally closed. I am reopening it. If it remain unresolved, I will be starting a campaign on social media ******, *********, etc. I'm deeply frustrated with an incident at Ralphs **** * ******* *** *** ******** ** *****) on 10/02/2024 that has yet to be resolved after nearly three months of effort on my part. Here's what happened: While using the self-checkout, I encountered an issue that required me to step away to speak with the attendant. During that brief moment, another customer walked up to the self-checkout and used my checkout station to initiate a $100 cashback transaction and walked out of the store with the money. I didn't realize this until a few days later. I went back to the store to request the security footage, but I was told to file a chargeback with my bank instead. I followed this advice and filed the chargeback, only to be notified weeks later that Ralphs denied the chargeback, leaving me stuck with a $100 loss. Since then, I've been caught in a back-and-forth between the store, attempting to talk to Angel H****** and Ralphs' customer service line (###-###-####, Case #********). The store manager tells me to call the customer service line, and the customer service line tells me to go to the store. No one seems to take responsibility or offer a resolution. I've spent countless hours and energy trying to resolve this, but Ralphs refuses to provide the security footage or even a clear next step. As a loyal customer, I'm disappointed by the lack of accountability and care shown in resolving this issue. This is unacceptable, and I'm sharing my experience publicly in the hopes that Ralphs will take action to address this and prevent it from happening to others. If someone from Ralphs corporate reads this, please escalate this matter and help me resolve this once and for all. I would be happy if someone can refund the $100 or even just provide a $100 gift card, etc., to resolve this issue. Thank you.
  
  
  Desired Resolution:
  Refund
  
  
  
  
  
  Regards,
  
  
  
  ****** **
  
  

  Business Response

  Date: 02/05/2025

  Thank you for contacting the Kroger Executive Office. I’ve received the concern the customer submitted through the BBB, and we appreciate the opportunity to address it with the BBB’s assistance. We are committed to helping the customer in any way we can.
  
  Please note that the only way to check and process a refund is through coordination with the store manager, and the final decision rests with them. Your comments have been forwarded to our internal management teams. The review process may take some time, as we want to ensure we are following best practices to ensure all programs are working correctly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions.
  
  We sincerely apologize for any inconvenience this has caused. Your feedback has helped us address and work to resolve this issue.
  
  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/05/2025

  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.

  
  

  
  

  Dear Kroger, thank you for the responses. I have been attempting to make contact and speak with Angel from the store for months. I have left messages with his staff and also wrote a letter for the staff to leave on his desk. The manager has not responded to me, which is why I have escalated the situation to BBB. I will be waiting for further response. Thank you.
  
  
  
  
  Regards,
  
  
  
  ****** **
  
  

  Business Response

  Date: 02/07/2025

  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 internal management who reviewed the situation, we will not be able to process the refund as the customer walked away from their Self-Checkout register before their transaction was fully completed resulting in the money being taken by another person. The customer will need to work with Store Management to see if they will refund the customer, but that decision will lie solely with the Store Manager.
  
  We apologize for any inconvenience this has caused the customer. 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: 02/07/2025

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

  
  

  
  

  The reason I had to walk away from the self checkout was due to the checkout station freezing, which required me to walk to the attendee to talk to her to fix the issue. This would not have happened had the register been working properly.
  
  
  
  
  Regards,
  
  
  
  ****** **