Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,605 total complaints in the last 3 years.
540 complaints closed in the last 12 months.

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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:01/04/2025
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.
Around the week of November 24th, I was trying to order some groceries from Kroger online, but it wouldn’t take my debit card so after several attempts I called Kroger customer service. After speaking with 4 different people they transferred me to the financial department where they said I owed $44.00 from a charge back that happened in 2022, the charge back was because I never received my groceries and I complained to my financial institution and they gave me my money back. This happened with Kroger Clicklist which had so many issues. I feel I shouldn’t have to pay for groceries I didn’t receive. I never received any correspondence from Kroger about this matter.
Business Response
Date: 01/07/2025
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 for the inconvenience caused due to the chargeback issue on your account.

For further clarification and resolution, we kindly advise customer to contact the Kroger Customer Relations Center (KCRC) team, who handle all payment-related matters. They can be reached directly at phone number at ###-###-#### (option 1), Hours: Monday - Friday 6 AM - 8 PM MST, Saturday & Sunday 8 AM - 4 PM MST. They will be able to provide with the necessary support and help in addressing this issue. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.

Thank you for your understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 01/07/2025
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.

Because I have already been in contact with Customer Relations, and they didn’t have any answers so that prompted me to file a BBB complaint.

Regards,

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

Business Response
Date: 01/15/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB, and we understand the importance of resolving this matter promptly. We sincerely apologize for the inconvenience caused by the chargeback issue on your account. Rest assured that this will be addressed accordingly.

Upon review, it has already been advised that the customer should send the reverse chargeback or reversal letter to [email protected] in order for this issue to be resolved. Additionally, the customer should send the Money Order to Kroger Customer Relations Center, ** *** ****** **** **** ***** ** **********. The customer should also reach out to our Kroger Customer Relations Center at ###-###-#### (option 1) for further assistance, as they are the only team that can check and provide the necessary support regarding the charges.

We value our customers' feedback, and we will use it to improve our services and ensure a better experience in the future.

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 moving forward.

Regards,
Kroger
Customer Answer
Date: 01/15/2025
Better Business Bureau:

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

I reject their back and forth, because I never received a letter that they rejected my complaint that I didn’t receive my food order.
I should not have to pay for groceries I didn’t receive.
Regards,

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

Business Response
Date: 01/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and we sincerely apologize for the inconvenience caused due to the chargeback issue on your account.

As per previous responses, we kindly advise customer to contact the Kroger Customer Relations Center (KCRC) team, who handle all payment-related matters, and provide recorded case number ********. They can be reached directly at phone number at ###-###-#### (option 1), Hours: Monday - Friday 6 AM - 8 PM MST, Saturday & Sunday 8 AM - 4 PM MST. They will be able to provide with the necessary support in addressing and correcting this 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: 01/23/2025
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 contacted the customer relations department and was told the same thing over and over, I reported to my credit care company in 2022, that I didn’t receive my groceries either their delivery person stole them because they wasn’t delivered. The amount was only $44.00. Kroger refused to reimburse me so I had no choice but to get help from my credit card company.

Regards,

****** *******
Initial Complaint
Date:01/03/2025
Type:Service or Repair 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 December 29th I attempted to place an online grocery order rheough the kroger app, but when I was about to pay, the app got stuck, so I closed out of it , returned to an empty cart and started over. I completed the order as usual and it was delivered that day. The delivery driver asked me if I placed 2 of the same orders and I said no, checked the app and sure enough, the first order had gone through. I did not receive duplicate items and called the customer service number numerous times to attempt to get it resolved, but couldn't get anywhere. I emailed and provided the info requested and though 3 separate people emailed me back, no one has attempted to resolve the problem and its been a week. I'm out $99, presumably without recourse.
Order number *******************
Business Response
Date: 01/05/2025
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 caused by the duplicate charge for a delivery order that customer did not receive. We understand how frustrating this must be and appreciate the patience as we work to resolve the issue.

We want to assure customer that we have already submitted a refund request for the amount of $99.10 on their behalf. The refund request case number is ******** for future reference. We will keep customer updated on the status of the refund and notify once it has been approved and fully processed.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Thank you for bringing this to our attention and for giving us the opportunity to make things right.

Regards,
Kroger
Customer Answer
Date: 01/05/2025
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:01/02/2025
Type:Customer Service 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 was horribly disrespected by one of your staff members on November 27th, 2024. I have video evidence of this as do your security cameras, and I am prepared to go to the media due to this disrespect. I was trying to buy some refrigerated vegetables in the refrigerated section while an employee was stocking shelves, and the employee extremely rudely said to me “You know, the longer you stand there, it just makes it harder for me to unload this, so if you could just move that would be great.”

I don’t understand what makes people think they can behave in this manner in their place of business. This employee disrespected and embarrassed me in front of multiple people I know in the small town in which this business resides. Someone making comments like this in an angry and disrespectful manner has no business working with customers.
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.

After carefully checking, on Jan. 02, 2025, the customer contacted us about their concern. According to case ********, it appears that the case has been escalated to the store management for review. 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: 01/12/2025
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:12/31/2024
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.
Once again another problem dealing with this company. I placed an order for delivery today by 6:12 pm. I received an alert they had rescheduled my order for tomorrow 9 to 11 am. I called into customer service and they said the order was rescheduled to be delivered at noon. The representative on the phone was not listening well at all to my request which was to find out why my order was rescheduled. The lady told me that she had to transfer me to the delivery department, which is gonna take at least a 40 minute hold. I asked her to take notes that if they cannot deliver my order today that I wanted all of the items canceled but the bottle of water which was on sale Until tomorrow with the coupon expiring tomorrow this the water was supposed to be 599 with a two dollar off coupon up to five items. The lady said that she will put a request in for them to modify the items to just have the water delivered tomorrow. If my entire order couldn’t be delivered today as promised through the app then she went back and said that she couldn’t modify items, but she can put the request in. I explained to her why I wanted just a water delivery because of the coupons that were bringing the water on sale. She then claimed that the coupons were not apply to me and that she could not see any discounts for the water and that it charged me the full price of 2995 instead of the $10 off which it clearly said on my receipt on purchase, then she went and said that she didn’t see a discount or digital coupon for the bottled water that I already paid for. I’m attaching the coupon to show that this is from their site. It was properly clipped to my account and when I checked out, it did apply $10 off and now she’s saying that Kroger retracted that $10 coupon I guess for the two dollars off and charged me the full portion, but she doesn’t have a way of showing me how to see my actual charges on the account so at this point, I just asked for the order to be canceled because it’s always a problem
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. Please accept our sincerest apologies for the unsatisfactory delivery experienced. We understand how important it is for our customers to receive timely and efficient service, and we deeply regret any inconvenience this may have caused. Please know that we take feedback seriously and are committed to making the necessary improvements to prevent such issues in the future.

Please rest assured that after thoroughly reviewing our records, there is no captured amount for this order#******************* meaning customer have not been charged. As a token of our apology and appreciation as our valued customer, $10 credit added to loyalty account that can use on next purchase. Using our credit is very easy and convenient to use. It doesn't have an expiration date. For in-store, just provide your loyalty card or ALT ID and let our staff know that you have a credit to use. For Instacart 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 hope this gesture will help restore your faith in our services and demonstrate our commitment to your satisfaction.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and look forward to serving customer better in the future. Thank you for your understanding and patience.
Initial Complaint
Date:12/30/2024
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.
This issue still has not been resolved. I’ve contacted Kroger 3 times and still hasn't been resolved. The first call was on 12/15. I was informed that they were looking into it and I would receive a call back later that day. No call was made. I called on 12/17, I was informed that it was not processed. He had me read out my entire receipt and informed me that he was processing my return for the full amount. Today is 12/30, I still haven't received any kind of refund or resolution. I call again today and was told that they cannot refund anything and i would need to go back to the store 2 weeks later and get them to refund it. I asked who she spoke with at the store and she didn't say. I asked to speak with a supervisor and she pretended to be a different person. She ended up hanging up on me and closing my case (#********). I have the conversation recorded and it is attached. This is extremely frustrating and still hasn't been resolved 2 weeks later after I was verbally told. I have spent over 3 hours on the phone trying to get this issue resolved and have only been lied to and given the runaround. I’m expecting the full refund amount as promised via verbal agreement on the Kroger recording on 12/17.
Business Response
Date: 01/03/2025
Thank you for contacting the Kroger Executive Office. I’ve received your concern submitted through the BBB and appreciate the opportunity to address it. Please accept our sincerest apologies for your experience, particularly regarding the promised full refund that has not yet reflected in your account.

Upon review, our Kroger Customer Relations Center coordinated with the store and secured approval to process your refund. The amount of $325.63 was successfully submitted to the EBT account on 12/30/2024.

Please note that EBT refunds typically do not return directly to the card. Instead, the funds are sent to the state agency responsible for handling EBT transactions. These agencies have scheduled dates for loading funds back onto EBT cards. Additionally, Kroger requires 1–2 business days for processing. While most customers receive refunds within 7 business days, the timeline depends on the state agency’s deposit schedule. Some states process refunds in as little as 5 business days, while others may take 10 business days or more. We recommend contacting your state agency for specific details.

If you have further questions regarding the processed refund, please contact our Kroger Customer Relations Center at ###-###-#### (option 1).

We sincerely apologize for any inconvenience this has caused and appreciate your feedback, which helps us improve and resolve such matters.

Regards,
Kroger Co
Customer Answer
Date: 01/10/2025
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 haven’t received the refund. My State EBT said nothing is showing on their end. I called Kroger like you mentioned (01/10/25) and they said the refund was processed on the December 15th? She also said it takes 30 days? I’m still getting so many different answers. They will not let me speak with a supervisor. I still have no refund and no clear honest answers.

Regards,

****** ****

Business Response
Date: 01/16/2025
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 last response, our refund department has processed a refund approval for the order and the amount of $325.63 was successfully submitted to the EBT account on 12/30/2024 and was released from our end. 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.

If the customer has further questions regarding the processed refund, they can contact our Kroger Customer Relations Center 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.

Regards,

Kroger Co.
Customer Answer
Date: 02/04/2025
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:
Per what was previously said by Kroger (ID ********) “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.” **I contacted my state office and they said the refund goes directly back to my EBT card. It should not and does not go to the state agency. They show no refund information at all. This has been going on 2 months and still no refund. (Case #********)

Desired Resolution:
Refund

Regards,

****** ****

Business Response
Date: 02/06/2025
Thank you for contacting the Kroger Executive Office. I’ve received your concern submitted through the BBB and appreciate the opportunity to address it. Please accept our sincerest apologies for your experience, particularly regarding the promised full refund that has not yet reflected in your account.

As per our last response, our refund department has processed a refund approval for the order, and the amount of $325.63 was successfully submitted to the EBT account on 12/30/2024 and released from our end. 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 you may want to check with your state agency to see when your funds are scheduled to be loaded next.

For most EBT customers, the refund does not go directly back to the card. Instead, the funds are 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 you may receive your funds back in as little as 5 business days. Other states may take 10 business days or more. You will need to coordinate with the claims department since it was already adjusted on 12/30/2024 with adjustment number ********.

If you have further questions regarding the processed refund, you can contact our Kroger Customer Relations Center at ###-###-#### (option 1) during the following hours:

Monday to Friday: 8:00 AM to 10:00 PM
Saturday and Sunday: 10:00 AM to 9:00 PM

We sincerely apologize for any inconvenience this has caused and appreciate your feedback, which helps us improve and resolve such matters.

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.

I have contacted my state agency and the claims and nobody is seeing anything show up under that number and no refund. They need to know exactly where it was sent on your end. They said it should have been sent directly back to my card and not the state agency. So please confirm where exactly it was sent to.

Regards,

****** ****

Business Response
Date: 02/08/2025
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.

Based on the last response, it was stated that the refund has been completed, and the charge was released from our end. Our refund department only credits back the refund amount to the EBT payment that was used in the purchase. 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 customer may need to coordinate with their financial institution.

We sincerely apologize for any inconvenience this has caused and appreciate your feedback, which helps us improve and resolve such matters.

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 have contacted my state agency as stated and no refund has been credited back or is pending. They believe it could have been sent somewhere else in error. They said I need to contact you to find out.

Regards,

****** ****

Business Response
Date: 02/12/2025
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.

We are sorry to learn that the customer has not received their refund through their EBT payment. As per advice from the last response, the funds were already released from our end. If the customer's financial institution stated that they have not receive it, we suggest the customer to call our Kroger Customer Relations Center 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, for further assistance.

Regards,

Kroger Co.
Customer Answer
Date: 02/12/2025
Better Business Bureau:

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

You keep referring me to call the Kroger customer relations center when that is one of the reasons I’ve contacted through BBB. I’ve called several times and have spent several hours of my time with no answer. The phone called I had with a women on 12/30/24 (which is when you said they sent the refund) informed me that they will not refund it and when I asked to speak to a supervisor, she pretended to change her voice and when I said that I know it’s still her she hung up on me. So I would like to know if she was the one who said the refund was sent. Because I still have not received it and unless you have sent the refund or approved it yourself it was never sent on that day. So can you please look into who sent the refund, what time it was approved and what state agency it went to. My state department said it should have went directly to my ebt card I paid with. There is not middle person. IT DOES NOT GO TO THE STATE AGENCY AND THERE IS NOT CLAMIS DEPARTMENT OR ANYONE WHO RELEASES THE PAYMENTS! So please actually investigate and look into it. Because almost 2 months and still no refund means something when wrong on Kroger end.

Regards,

****** ****

Business Response
Date: 02/13/2025
Thank you for reaching out to the Kroger Executive Office. We appreciate the chance to address your concern with the help of the BBB and apologize for the experience you've had.

After reviewing your case, we confirm that the refund of $325.63 was successfully processed on 12/30/2024, with adjustment number ********. Please note that Kroger typically processes SNAP/EBT refunds immediately; however, the financial institutions that work with the state release funds on scheduled dates. We recommend contacting your state agency to determine when the funds will be available on your card.

For further assistance with checking the refund status, please contact our Kroger Customer Relations Center at ###-###-#### (option 1). Our financial team will be able to assist you in more detail.

We sincerely apologize for any inconvenience caused and are committed to improving our customer experience. Your feedback is valuable to us, as our customers are at the heart of 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.

They keep saying the same thing and nothing has been fixed. My state agency said the refund would have went directly back to my ebt card. There is no financial institution that releases the funds. They said if the refund was not received it was not sent directly back to the ebt card.

Regards,

****** ****

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

We are really sorry that customer is having difficulties claiming their refund. As advised from the previous response, the customer can call our Kroger Customer Relations Center 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. Also, while waiting a quick review will be done on our end on what happened in the refund.

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

Regards,

Kroger Co.
Customer Answer
Date: 02/17/2025
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.

I’ve called the customer service department again and they are not giving any more information. I still have not received the refund and can show proof. This has been a long run around with no resolution. If the refund has not been received almost 3 months later then obviously them must be a mistake. My EBT office is showing nothing on their end. I can submit proof the refund was never received.

Regards,

****** ****

Business Response
Date: 02/19/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. As per previous responses. the refund to the customer's EBT card was already done on 12/30/2024. Further checking, this was also recorded on the customer's provided case number, ********. For further questions or inquiries regarding the processed refund, they can contact our Kroger Customer Relations Center 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 are coordinating with the relative department regarding the refund as well and a follow up for the review has been sent.

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

Regards,
Kroger Co

Customer Answer
Date: 02/20/2025
Better Business Bureau:

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

The refund has not been received on my end and I doubt it ever will now. Also the 2 phone calls I have with Kroger end in them saying NO REFUND WILL BE PROVIDED and I was hung up on during both calls. So I would like to know who approved the refund request on12/30/24? Did they lie about the refund and provide a fake number? I have both conversations record for that day and can send them in stating no refund would be sent. So who approved the refund. Because nobody on my end can find where a refund was ever sent. This is just a continuation of going back and forth and Kroger is likely not to ever solve this problem. Like stated before I can if almost 3 months later the refund has not been received it’s likely Kroger made a mistake. I can send in proof that my refund has not been refunded.

Regards,

****** ****

Business Response
Date: 02/22/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

For further questions or inquiries regarding the processed refund, they can contact our Kroger Customer Relations Center 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.

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: 02/24/2025
Better Business Bureau:

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

I have contacted Kroger customer service number as listed and no further information is given. Nobody can tell me exactly when and by who the refund was processed. Exactly where is was sent. According to my EBT office there is no refund sent and they stated I needed to contact Kroger because they sent it to the wrong place. Kroger is not trying to help and keep giving the same copy and paste answer. When will you submit the refund to the correct location?

Regards,

****** ****

Business Response
Date: 03/01/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the refund of the customer, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer. We appreciate the patience of the customer 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: 03/03/2025
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.

3 months and still no refund. This is unacceptable. Kroger has not resolved the issue. No refund has been sent or received.

Regards,

****** ****

Business Response
Date: 03/08/2025
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 have sent another follow up to the relative department regarding the issue on why the refund has yet to reflect on the customer's end. On our end it was already adjusted with an adjustment number provided to the customer. Rest assured that we are constantly communicating with the departments responsible for 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: 03/10/2025
Better Business Bureau:

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

They said the refund has been sent but still hasn’t been received on my card. My state department said they have seen nothing pending or showing as a return. The day the refund was supposedly approved was the same day I spoke to the lady who said she would not refund unless I go into the store and then pretend that she was a different person when I ask to speak to a supervisor. She then hung up on me when I said she is still the same person. So how was it that my refund was processed that day? By who exactly, what was exact time? Since I still have yet to receive the refund I believe it was a false adjustment #. I have that phone call recording as well

Regards,

****** ****

Business Response
Date: 03/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize for the delayed response; we made sure we are getting the accurate investigation on the customer's concern. The results of review states that the customer will need to contact the EBT office and advised them that refund was processed on our side. There's nothing else we can do to assist at this time since the refund is showing complete on our side. The customer may want to tell the EBT office that the transaction was completed as a price adjustment over an actual refund since it may look different in their system.

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:12/30/2024
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 order through the Food 4 Less app with delivery through Instacart. It was just a four items. That I ordered were I got a text alert with a link to click on for substitute items. As soon as I clicked on the link I saw there were no substituted items made available and texted the shopper Ciara S
And ask for a replacement, she responded back sure, but the app showed me that the shopper had already completed the shopping meaning that she didn’t even give me an option to choose replacement. Then she went back and lied and said that it wouldn’t let her add a replacement and that it kept saying unacceptable. I knew this was a lie because as soon as I got the alert, saying the item was unavailable, it already said the shopping was complete so if she had actually given me a chance to look for a replacement it would’ve showed up on the screen And gave me that option to choose replacement before she already checked out to make matters even more frustrating I reached out to the live chat support people and after going through all the prompts as soon as I connected with the agent M B****, the agent disconnected the chat without even giving me time to respond either so I just seems like today Kroger cares nothing about his customer service I tried calling customer support when I called them. The guy originally told me that he was gonna cancel the order, even though I told him the order was already on the way then he said the order was delivered so he tried to retract his resolution of canceling the order. I did ask for the refund For the driver tip, but seeing that he was not necessarily taking the sense of the matter as frustrating and a serious as I was, I opted to file this Better Business Bureau complaint because he started to agitate me by repeating the same information that I had already informed him of obviously knowing that the frozen chicken wasn’t in the order nor replacement was there because I had already provided that whole situation to the agent
Business Response
Date: 01/04/2025
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 experience the customer had with their order from December 30, 2024. Rest assured, their comments have been forwarded to our upper management for review to ensure we are implementing best practices and that all programs function correctly for our customers. We value their feedback, as our customers are essential to our business. Additionally, since the courier for the mentioned order was Instacart, the evaluation of their shoppers falls outside the scope of our service. The customer may directly reach out to Instacart at **************.

As for the second order from December 31, 2024, modifications are no longer allowed, as the order has already passed the modification deadline, even though it is going to be rescheduled.

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:12/30/2024
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 placed an order online. I have done this 2 times a week for 2 years. In October 2024 I was unable to pick up order and was charged anyway. I have spent hours trying to correct this issue.
I was just now told I could no longer buy from Kroger!
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 this matter with their assistance. Please accept our sincerest apologies for your experience, particularly regarding the charged order that wasn’t picked up. Rest assured that this will be addressed accordingly.

After reviewing the issue, our Kroger Customer Relations Center reached out to the store to request a refund for the pickup order marked as completed on 11/09/2024. However, the store denied the request, so our financial department could not process the refund. To resolve this, the customer will need to coordinate directly with the store management, providing the receipt (available online under her purchases) for further review.

We appreciate your understanding of our policies and your cooperation in maintaining a fair and equitable system for all users. Our goal is to provide the best possible experience, and we hope to find a resolution to any concerns you may have.

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.

I totally don't understand Kroger. Forget the issue. I deal with idiots every day, but I would have thought Kroger had some class and more business sense than that. I WILL NEVER BUY FROM THEM AGAIN AND AN EMAIL WITH BE SEND TO EACH AND EVERY EMPLOYEE (92 EMPLOYEES) ABOUT MY EXPERIENCE.

Regards,

***** ******
Initial Complaint
Date:12/30/2024
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.
Date of transaction: 12/17/24
Purchased via Kroger app for next day pickup on 12/18/24. This is escalated because the $5.97/lb coupon should have been honored due to no pickup times available on the 17th. As of 12/18, the order was still reflective of being abour $65-$75 (pretax) via the app and the pre-authorized amount on my bank statement. I sent screen shots within my time zone on 12/18/24 showing the coupon was still clipped after being told it wasn't clipped. I am demanding a refund on false pretense here and false advertisement. The agent R***** or R****** (spelled it too quickly to get it down correctly) stated what I submitted wasn't good enough. I'm filing a formal investigation with the BBB and will take it further due to this agent and the chat agent "M***" and "R******" that was giving misinformation if this isn't settled. I provided them around 20+ sreen shots defending my claim. The proof is there and the app is letting me get these at a much cheaper price still as of 12/18/24 when the expirstion dste stated 12/18/24. I looked at the weight of the rib roasts and did the math myself to verify. I am going to escalate this further than you ever imagined if you deny what I've submitted as cold hard proof. "R******" legit stated "let me look" and did not have time to read 20+ screen shots before she started rambling about how it wasn't honored when the app is honoring it all day long as in this latest shot. The back-end system is not doing it correctly and is screwing people out of hard-earned money. All I've asked is to make it right, now do it.
Business Response
Date: 01/10/2025
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 for what happened in the customer's pickup order when the coupon did not apply. As per case ********, it shows that a refund was already initiated worth $56.26 for the excess amount charged with the meat as of Dec. 28, 2024. As our refund team are currently experiencing a high volume of refund requests, the refund may be expected within 10-15 days.

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:12/30/2024
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 12/26/2024 at 3:29 p.m.
I went to qfc to return some Clorox wipes since my roommate is allergic to them.
The customer service clerk only gave me a $10.99 refund for them when they cost $15.99.
When i told her this she said" i can refund you any amount i want to."
I then asked to speak to the manager and she said she was the manager.
I then tried to buy a pack of cigarettes and she told me they were $14.00 when they were only $7.00.
When i called her on this she then charged me $7.00 for them.
I contacted qfc customer service about this and informed them that there employee was stealing money from customer's.
I was told there was nothing they could do about it.
Business Response
Date: 01/03/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the chance to resolve this matter with the BBB’s assistance. Please accept our sincerest apologies for your experience, particularly regarding the unsatisfactory interaction with the customer service representative at the store when seeking a refund for the Clorox wipes and the charges related to the pack of cigarettes. Rest assured that this will be addressed accordingly.

After further review, we found that this issue has already been addressed with the store. According to their records, they contacted the customer on 01/02/2025 at 7:35 a.m. and offered a $10 credit that can be used for a future purchase, either in-store or online. The store also confirmed that employee Diana issued the correct refund amount. However, the customer was hoping to receive a refund reflecting the sale price, which would exceed the original amount paid.

Additionally, a $10 credit was successfully applied to the customer’s account on 12/26/2024 and remains available for use on future in-store or online purchases.

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

We sincerely apologize for any inconvenience this situation may have caused. Your feedback has allowed us to review, address, and work to resolve this issue.

Regards,
Kroger Co
Customer Answer
Date: 01/03/2025
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.

I never spoke to anyone on January 2 about this issue and i have no credit on my Kroger membership card.
Also when i bought the wipes they were not on sale

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.

According to the last response, the issue has been addressed already by the store and a $10 credit was added on the customer's account on Dec. 26, 2024. It shows on the account with card number ************, that it has not been redeemed. A refund for the sales price will not be possible, as per the representative form the store as the customer would receive beyond the original amount paid.

We thank the customer for their 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 them better in the future.

Regards,

Kroger Co.
Customer Answer
Date: 01/15/2025
Better Business Bureau:

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

The card number referred to by the business is not even my card number so they gave the credit to someone else.
I still have not received the $20 i was promised by this business.

Regards,

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

Business Response
Date: 01/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand the importance of a prompt resolution and we regret that we fell short of meeting customers expectations in this instance.

We are pleased to inform customer that the $10 credit successfully added on loyalty account number ************. This credit remains available in loyalty account and can be used future purchase. Customers feedback is invaluable to us, and we will use it to improve our services. We confirm that issue has been thoroughly reviewed and properly addressed. We are here to help and ensure customer satisfaction. Our goal is to provide the best possible experience, and we hope to find a resolution to any concerns you may have.

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.

The advantage card that the $10. Was put on is not my advantage card. So i still have not got the $10.00 my alt id is **********.
I don't know what card you put the money on

Regards,

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

Business Response
Date: 01/25/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the customer's email address submitted to this platform, ***********************, we got the loyalty card number ************ on it. We have removed the $10 from the mentioned card umber above and added it to the customer's provided account with card number ************. The customer can now use their $10 credit on the account.

Regards,

Kroger Co.

Customer Answer
Date: 01/27/2025
Better Business Bureau:

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

Regards,

****** ********
Initial Complaint
Date:12/26/2024
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.
Several times, I’ve purchased items from Kroger that were either spoiled, not fresh, or of poor quality, such as bitter fruit that should have been sweet. I believe I’m entitled to compensation in the form of a Kroger gift card. When I contacted the Guest Relations department, they issued a credit to my Kroger account without fully explaining their process or restrictions. Additionally, some of these purchases were paid for in cash, and I’ve incurred travel expenses to replace the spoiled items. A gift card would be a fair resolution to cover these inconveniences.
Business Response
Date: 01/01/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are truly sorry that the customer had bad experiences with their local stores. We are doing our best efforts to improve our services. As per checking, customer is being given store credits almost every after their in-store purchase. Also, we are unable to verify any cases of reports of their purchases. As of now, we are unable to provide any gift card as we can only do it virtually. If the customer has issues with their purchase from store, they will need to coordinate with them and the store can issue a physical gift card upon approval on their management.

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

Regards,

Kroger Co.

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