Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

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

1,604 total complaints in the last 3 years.
537 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/24/2024
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 a online delivery order. I received my order on 12-24-2024 around 11 am. Order was All wrong! My husband has diabetes and has very high blood sugar and has to eat salads til his sugar spikes gets lowered. I ordered salad items and we received No lettuce!! They brought me cabbage! I can't make salads with cabbage!! Our groceries smelled like marijuana! We ordered 5 bananas and received 5 bunches!! We had many items incorrect. Our car is down and we had no way to get to Kruger's. The reason we ordered groceries was because we have not gotten our car repaired. I was told bye Supervisor that I would get my $13 delivery fee back on my bank card. I was charged $32.16 additional on my bank card. I need my $$ back to my bk card ASAP! This transaction has been a nightmare!! I want 46.05$ back to my bank card ASAP!!!
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.

According to case reference ********, the customer called and was advised that as per our refund department, $2569 was already refunded back to their card and the amount of $13.79 was already released from our end and is now under processing of the customer's EBT institution. Also, the customer was already provided $35 of store credits on the account.

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

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

I WANT $100 PUT ON MY BANK CARD FOR THE INCORRECT ORDER & FOR UNPROFESSIONAL SHOPPER BROMGING MARIJUANA BAGS THAT SMELLED TO MY HOME.
I WANT $40 REFUNDED BACK TO MY EBT.
I HAD TO PAY MY NEIGHBOR TO GO GET MY HUSBAND THE CORRECT FOOD ITEMS TO HELP LOWER HIS BLOOD SUGAR LEVELS.

Regards,

******** ******
Initial Complaint
Date:12/24/2024
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.
I received a Kroger E gift card for the expressed purpose of purchasing gas. According to Kroger website these cards can be used to get gas. However, apparently they cannot as I went to three different ******** **** locations to be told you CANNOT use these gift cards for gas. This gas money was to unite family for Christmas which now I cannot do and I think that Kroger should update its website from saying that you can use these gift cards for gas when you cannot.

It also says on the actual e gift card page you pull up that you can buy gas with these. I have attached image
Business Response
Date: 12/29/2024
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the Better Business Bureau (BBB). We appreciate the opportunity to address this matter with the assistance of the BBB. Please accept our sincerest apologies for the frustration caused by your Kroger E-gift card, which you received specifically to purchase gas but found could not be used for that purpose at three different locations in ********* ****. We understand how important it was for you to use this card for gas, especially during the holiday season.

Unfortunately, Kroger E-gift cards cannot be used to purchase gas. Only physical Kroger gift cards are eligible for use at Kroger Fuel Centers or partner gas stations. We apologize for any confusion caused by the information on our website and the e-gift card page.

At Kroger, we strive to ensure our customers have a seamless and pleasant experience. We value your feedback and appreciate you bringing this issue to our attention. To assist further, we kindly request that you provide the following information:

Loyalty Card Number or Alternate ID
Phone Number
Email Address Associated with Your Kroger Account
Image of the Full Front and Back of the Gift Card
Sales Receipt or Order Number
Store Location
Date and Time of Transaction

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 feedback has provided us the opportunity to evaluate, address, and correct this matter. We welcome your feedback because our customers are essential to our business.

Thank you for your understanding and patience.

Regards,

Kroger Co.
Initial Complaint
Date:12/24/2024
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.
Kroger charged my account multiple times for the order draining it of hundreds of dollars. I had missing items, missing sale items ignoring my substitutions thereby making me pay full price for several things (where if they did substitutions I’d have been charged correctly), so now I have no money, I got way less stuff by volume, and got charged even more money for having less items. That’s after the colossal mistakes that was yesterdays Kroger order they messed up. On top of that they have no quick way of talking to a human by calling the store or the industries worst automated line that’s impossibly infuriating to navigate. Now since I was charged multiple times and have no money I won’t get to go see my family for Christmas. “Don’t worry sir, I don’t know why that happened but it looks like a bunch of pre auth that will drop off in five days or less”. Great… but almost 400 unexpected out of my bank means no gas. Awesome Job Kroger for ruining my Christmas with no gas money, ignoring substitutions, missing items, charging me a lot more money for less, and the grand gesture of good will was basically a break even on grocery cost… making it so sale items would cost what they should have. How nice of them. Only I was still charged more for less AND I won’t get a Christmas now.
Business Response
Date: 12/29/2024
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 this matter with the assistance of the BBB.

We are truly sorry to hear about your experience with your pickup order. It sounds incredibly frustrating and disappointing, especially with the holidays being affected. This is certainly not what we want for our valued customers.

Upon careful review, we have requested a refund of $44.98, which Kroger will process immediately. Please note that it usually takes 1 to 3 additional business days for banks to reflect the refund in your account. You will receive an email confirmation once the refund is fully processed.

Additionally, as a gesture of goodwill, a $20.00 store credit has been applied to your account (************). We hope this helps to alleviate some of the inconvenience you have experienced.

Lastly, 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:12/23/2024
Type:Service or Repair 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.
Flu vaccination received by technician at ************ ***** ** Kroger. Given in the wrong location (see picture). Evaluated by APN and continue to have pain. Contacted Kroger multiple times via email and phone call (reference # ********) with no resolution.
Business Response
Date: 12/29/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the critical nature of vaccination. Customers well-being is of the utmost importance to us and we regret that we fell short of meeting expectations in this instance.

We want to assure customer that concern has been forwarded to our internal management team for a thorough review and investigation. We are working diligently to resolve it. However, we anticipate that this process may take some time. We will keep customer informed of any updates and resolutions as they become available.

Customers feedback is invaluable to us, and we will use it to improve our processes and ensure a better experience. We look forward to serving you better in the future.

Regards,
Kroger
Initial Complaint
Date:12/23/2024
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 went to kroger. they had a sale on pinapples . for 99cents i couldnt buy 1 at that price because i didnt own a device that scans for digital coupons . they are descreminating against a whole class of people that dont use or want those devices. trying to make people buy a device that they cant afford. if they want better pricing this is flat out wrong .and something should be done about this pratice. they just want to track everything their customers buy which is technically stalking please do something to protect the little guy
Business Response
Date: 12/29/2024
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 sale price and discount programs that are very valuable on purchases, encouraging smart spending, and provides savings opportunities for customers and we regret that we fell short of meeting expectations in this instance.

We offer our customers many benefits for shopping with us every day, including great low prices, fuel rewards and many other programs. Digital Coupons are an added benefit designed exclusively for those customers that choose to interact with us digitally. Shopper Card holders who do not have a digital account may receive the discounted pricing offered in a digital coupon or offer by speaking to an associate at any customer service desk. Customers will be required to show their Shopper’s Card or provide their Alternate ID. Customer feedback is invaluable to us and we will use it to improve our processes and ensure a better experience.

Thank you for your understanding and patience in this matter. We look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 01/02/2025
Better Business Bureau:

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

Im happy to know that i can do that. i think they should advertise their response . so i consider it closed
(PLEASE TYPE YOUR REASONS HERE)

Regards,

******* *****
Initial Complaint
Date:12/22/2024
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.
On 12/20/24 I purchased an online order for delivery. I am a Boost Member so I get free next day delivery. On the Website there was several categories of 50% off items. So I purchased a few, over 9 items. When I got my receipt I saw I was not in fact given the 50% discount. I added the items together and I looked at the receipt and saw that I was charged the full price. One item had a .80 cent savings but an original price of $4.79 so it clearly didnt reflect the sale. Another was hickory smoke almonds had a 50% discount but I was charged full $4.99 amount. I called in and the first Agent I spoke too a male was argumentive and did more over talking than listening. The second a young woman wanted to offer a $20 store credit. And I only wanted my money back. There was also a buy one get one free Tide Pods and I had 2 manufacture coupons however I was charged the full advertised sale price . I was not given the correct price. If the original item is $6.99 and if its buy one get one and I have 2 coupons that are manufacture coupons for $1 and $2 . Why would I be charged $3.99 each? I asked to speak to an Supervisor. Jonthan had me on hold stating "Technical Support" needs to assist with understanding why the coupons didnt apply. I asked several times to get my money back. I will glady return all items. And I was told no "they need to investigate the issue". While talking to Johnathan the call was disconnected so I never got a reference number no one has bothered to call me back after that call was disconnected either. I am disgusted and angered at the manner in which they deal with their customers. And they are STEALING money by advertising items on sale and charging full price.

Please note this is not the 1st time they have stole. I had an ********* order before I purchased Boost . The reciept the Shopper provided was like $20 less than what Kroger gave me. When I called Kroger to get clarity I was told their not sure why but their price is correct.
Business Response
Date: 12/28/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of sale price and coupon programs that are very valuable on purchases, encouraging smart spending, and provides savings opportunities for customers and we regret that we fell short of meeting expectations in this instance.

Our Technical Team has thoroughly investigated the issue and we found that coupon #************ was successfully redeemed. However, the other two coupons (#************ and #************) did not apply because the required items matching the coupon conditions were not purchased.

To express our regret for any frustration or inconvenience this may have caused, $20 credit successfully added to the loyalty account that can use on next purchase. It doesn't have an expiration date. We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we are dedicated to improving our service to meet their expectations.

Regards,
Kroger
Customer Answer
Date: 12/28/2024
Better Business Bureau:

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

It's unfortunate your through investigation yielded a lie. I took screen shots of all items that were on sale from the Kroger website the day I made my purchase. You can see the item and it clearly states "Save 50%" these items were listed under that coupon section. I was not given 50% off any of my item. If you do the math you will see that. I have made a compliant to the FTC as well as Consumer Fraud. Giving me a $20 credit does not resolve my issue. I requested to return all my items SAME DAY and get a full refund but I was denied. I wanted my money back. Why advertise products on your website on sale that are not in fact on sale? That is false advertisement.

Federal Trade Commission Act (FTC Act) is the primary federal law that prohibits deceptive and unfair business practices, including false or misleading advertisements. Under this act:

False or Deceptive Advertising: It is illegal for businesses to make claims in advertisements that are false or misleading. This applies to claims about a product's qualities, performance, pricing, or benefits.

I am only able to add a certain amount of pictures to this claim but I have pictures showing all items I added had the Coupon to save 50%. That is what your website had advertised and now you are not honoring that, I refuse to accept that.

Regards,

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

Business Response
Date: 01/13/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand how important it is to ensure accurate billing, and it is disheartening to learn that we did not meet your expectations.

After reviewing customer request, we regret to inform that we are unable to issue a full refund due to the majority of order was delivered as expected. However, we are happy to compensate for the items that did not receive discount amounting to a refund of $13.78, which has been submitted for processing. Additionally, we have credited $20 to the loyalty account as a gesture of goodwill on 12/28/2024. These credits can be used toward future purchases with us and does not expires.

We truly appreciate the patience and understanding as we work to process the refund promptly. Once it has been approved and fully processed, customer will receive a detailed email with all the necessary information. We understand this may not be the resolution customer were hoping for, and we look forward to serving you again in the future.

Regards,
Kroger
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.

I appreciate you refunding 3 items of the 9 items I purchased advertised as on sale (2 which the Manufacture and Store Coupon didn't fully apply as advertised). However, I wanted my money for all items advertised as on sale with digital coupons I clipped. I am attaching screenshots for your review. Please note I never requested a full refund of all my items. I simply wanted to be refunded for the items I purchased because you had an advertised sale. I am not unreasonable nor do I desire to take advantage of a situation.

I attempted resolving this issue with customer service directly but I was lied too and passed along. When I initially made my compliant your IT department tried to lie and state the items were not on sale. Now that I provided proof you gave me a partial refund. Its disgusting that I as a consumer, a Boost Member and a person who has spent thousands in your store has to beg for my money back after your company falsely advertised a sale. I know my consumer rights. And you violated them. I am providing proof of the remaining items that I was improperly charged full price for. Can I receive my payment for these items. Please note this is going well over a month. I was willing to bring all items back to the store and get a refund but your Customer Service Agents via phone told me I couldn't. Had your Agent let me return the items we wouldn't be here. My desire is to be refunded only for the items I circled that show a 50% off coupon but I was charged full price.

Regards,

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

Business Response
Date: 01/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After reviewing the details of the customer's concern, most of it were already addressed from the previous response, where the customer was either overcharged or did not get it for free. The customer did not specific on the response on which of the items and coupons they did not get. However, below are the coupons that were found and verified from the attachment the customer provided for order *******************. Also, the customer received $20 store credit for this concern.

*Save $5 off Your Next Two (2) Express Delivery Orders up to $75
$5 off Your Next Two (2) Express Delivery Orders up to $75 where available when you spend up to $75 on each total order. Must redeem offer by Wednesday, January 1, at 11:59pm PT. Valid only on Express Delivery orders where available. Not valid on orders exceeding $75. Not valid on in-store, standard delivery, Kroger Delivery, pickup, Delivery Now or Ship purchases. Offer subject to change at any time. Excludes alcohol and gift cards. Delivery times not guaranteed. Restrictions may apply.

- Not valid on order smore than $75.

*$3.99 Scott Comfort Plus Bath Tissue
When You Buy ONE (1) Scott Comfort Plus Bath Tissue (12 Double Rolls). Download and redeem the coupon once from December 18-December 25 only. Use up to 5 times in a single transaction, while supplies last.

- Customer got it.

We apologize as we can't verify the other things the customer said that they were overcharged. We kindly ask for the customer to provide the specific details that were not mentioned from our responses, so that we can review them further. We request for them to indicate the name of the items for the offer or coupon clipped.

We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 01/23/2025
Better Business Bureau:

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

Good Afternoon!

I have provided all details Kroger has requested SEVERAL times. If anyone bothered to view the attachments or read what I wrote. But since you requested line by line for what wasn't applied please find the details below. Please note I only request a refund. I never asked for a store credit. In fact I wanted to bring back all items same day in return for what I paid. The Store refused even though I was mischarged. I am listing the items so you can go back and look at the attachments and review everything I have provided. I am literally going to copy my store receipt.

1. Extra Watermelon Sugar Free Chewing Gum, 3 pk / 15 ct$4.79
1 x $4.79 each
UPC: *************

There was a clipped 50% Coupon that was not provided please review the previously provided attachments

2. Mentos® Vitamin Cool Fruit Mix Sugar Free Hard Mints, 150 ct$3.49
1 x $3.49 $4.29 each
Item Coupon/Sale: -$0.80
UPC: *************

There was a clipped 50% Coupon that was not provided please review the previously provided attachments. ******Please note that 80 cents is not half of $3.49.

3.Primal Elements Lavender Epsom Salt Foot Soak, 1 lb$1.99
1 x $1.99 each
UPC: *************

There was a clipped 50% Coupon that was not provided please review the previously provided attachments

4. Rose's Peach Simple Syrup Bottle, 12 fl oz$4.99
1 x $4.99 each
UPC: *************

There was a clipped 50% Coupon that was not provided please review the previously provided attachments

5. Sangria Senorial 4 Pack Sparkling Non-Alcoholic Sangria, 4 ct / 11.16 fl oz$4.19
1 x $4.19 each
UPC: *************

There was a clipped 50% Coupon that was not provided please review the previously provided attachments

You Refunded me for below only:

Refund Total$13.78

Item Details
3 Items
Monday, January 13, 2025
Stock & Barrel Hickory Flavored Almonds, 10 oz$4.99
1 x $4.99 each
UPC: *************
Tide Pods Spring Meadow Laundry Detergent Pods, 16 ct$3.99
1 x $3.99 each
UPC: *************
Tide Pods Original Laundry Detergent Pods, 16 ct$3.99
1 x $3.99 each
UPC: *************

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 coupon for 50% coupon for clearance sale, as shown in the coupon, this is only applicable for delivery orders made through Kroger Delivery or what says in the coupon Kroger Blue Truck. The customer's order was fulfilled by ********* that is why 2 coupons for 50% did not apply in the purchase, below is the full detail of the coupon:

*Beverage, Beverage Enhancers and Mixes, Select Clearance Items, Save 50%
Beverage, Beverage Enhancers and Mixes, Select Clearance Items, Save 50%, Items limited to stock on hand, while supplies last. Download the coupon from December 11th – February 12th and redeem from December 11th – February 14th. Coupon applies to Kroger Blue Truck Delivery Only. Clearance items will no longer be available for Kroger Blue Truck delivery once sold out, items may still be available in store and for Pick-up.

We apologize for the confusion, but that is the reason why it did not apply. A $20 was already added on the account last Dec. 28, 2024, for the concern.

Regards,

Kroger Co.
Customer Answer
Date: 01/25/2025
Better Business Bureau:

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

Good Morning

I am a Kroger Booster member. This was a delivery and I choose my time. I didn't choose insta or kroger delivery. We can close this out. Going forward I will be sure to keep track of this also please note nowhere did it note the coupon wouldn't apply when I made the purchase

Regards,

******* **************
Initial Complaint
Date:12/22/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today is Sunday December 22nd at 11:15 am. I tried coming into my local frys grocery store on **** *** and ******* **** road when not even 2 minutes in I'm stopped by security telling me that my service animal is not allowed in the store! I'm honestly APPALLED!! I have a 2 month old cane Corso mix that is a certified service animal, which I mention to the security guy only for him to tell me that they don't except service animals of any kind!! Wow!! This location needs a serious eye opener to say the least, this is NOT okay!
Business Response
Date: 12/28/2024
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB and appreciate the opportunity to address this matter with their assistance. We sincerely apologize for your experience, particularly when visiting your local Fry’s stores and being stopped by the security guard due to the service animal not being allowed inside.

At Fry’s Food & Drug Stores, we are committed to providing every customer with an excellent shopping experience. This includes accommodating service animals, which are essential to many customers. Management may ask whether an animal is a service animal or inquire about the tasks it performs but cannot request special identification for the animal or details about the customer’s disability.

Your feedback has been shared with our internal management teams for review. Please note that this process may take some time, as we aim to implement the best practices to enhance our programs and ensure they work effectively for all customers. Once the review is complete, we will share the results and any proposed actions promptly. We apologize for any inconvenience this has caused and appreciate the opportunity to address and resolve this issue.

Regards,
Kroger Co
Initial Complaint
Date:12/21/2024
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 use Kroger grocery pickup often. I've noticed that there are typically 1-2 items that I know I purchased and are on my original receipt that then disappear from my order entirely at final pickup. They aren't out of stock or substitutes, they just disappear from the receipt entirely as if they were never purchased. However, the total price stays the same/goes up.

This time - I ordered groceries last night (12/20) to pick up today (12/21). I paid $345, made one final check of my receipt to ensure everything I purchased was there, and called it a night. We picked the groceries up today, got home, and I noticed multiple things were missing. I came to my receipt to let them know these items were missing, and they had vanished from my receipt, yet I'm being charged the same amount of money on the final receipt.

I'm sorry I don't have specifics because I'm not in the habit of screenshotting my grocery orders. My assumption going into these orders is that the system knows what I want to buy based on what is placed into my cart and paid for. From this specific order I'm missing 2 half gallons of ice cream, 2 packages of hashbrowns, a case of water, a gallon of sunny d, 2 bags of french fries, some crystal light drink mix packages, and a couple packages of meat. I'm sure there are also a few things I'm not remembering.

I chatted with their online chat who told me they'd forward my issue to someone else but that I'd be able to get an immediate resolution if I called the 1800 number. I called, was told "I was going to refund you but I can't so let me transfer you to the local store". The local store of course had no answer for me because..they aren't involved in that side of things. They receive the order, fill it, and are finished. I called the 1800 number back, the second representative refused to even listen to me and just kept repeating that I wasn't charged twice. I've not once said I was.

How am I going to be charged the same amount of money for less items??
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.

After carefully checking the customer's order *******************, aside from the Kroger bacon bits, there are no other items mentioned by the customer that were tagged as out of stock. As advised from their contact with us, the system will only charge what is on the receipt. Even if we initiate a refund, we will need items that should be reflecting in the receipt, if the items don't show in the receipt, then it means that the customer is not charged.

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: 01/08/2025
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 understand that nothing is showing on the receipt as out of stock, that's not what this complaint is even regarding. The issue and fact of the matter is, when the order was placed the receipt was different than when the order was picked up, missing $100+ in items, but still charging the same general amount with the items that were left on the final receipt's prices being changed to still total the same general amount.

The only solution your company had for me was "sorry, screenshot your orders when you place them from now on". That's an insane thing to ask someone who purchases from your company to do. Is it really that difficult for a consumer to be able to place an order and assume that what they're agreeing to pay for will still be on their final receipt? And to be quite honest, it's not even the fact that they were missing that's the issue, that could be blamed on a system issue with your website or whatever but the fact remains items that were on my original receipt disappeared from my final receipt as if they were never added to the order but I was still charged the same amount of money, the item prices that were on the final receipt were inflated to reach the same total.

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 appreciate the opportunity to address it with their assistance. Please accept our sincerest apologies for your experience, particularly regarding the charges upon picking up your order, even though some items were missing. Rest assured that this will be addressed accordingly.

After further review, we found that the customer was charged $349.45 for the order pickup on 12/21/2024. The missing items were not charged because they were not included in the order list. Please note that the amount shown when placing the order is an estimate, and it can change due to out-of-stock items, substitutions, or price changes. We recommend checking the online receipt to verify if any substituted items were not received or if there were charges for missing items. All of the charged items were listed in the order. For further clarification on the charges, the customer may also contact our Kroger Customer Relations Center at ###-###-#### (option 1).

We sincerely apologize for any inconvenience caused. We are committed to improving our customers’ experiences, and your feedback is essential in helping us serve you better.

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.

Again, this does NOT address the issue at hand. The issue is and will forever be that this company placed an authorization for an amount based on items that I placed into my cart and agreed to purchase, removed items from the receipt after the order had been placed, but charged the same amount. They literally just changed the prices of the items left on the final receipt to have them reach the same general total.
I have been using grocery pick up for years and this consistently happens with 1-2 items here and there but it's never been worth mentioning until now. Now it's $100+ of items missing, but I'm still expected to just eat the fact that they were removed and other prices were changed?
I will NEVER purchase from Kroger again and will shout it from the rooftops that no one else should either.

Regards,

***** *****
Initial Complaint
Date:12/20/2024
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.
On Sunday, December 8th, 2024 I ordered an online order for delivery. My initial cost for the groceries I purchased was $40.63 which was correct and I do have the original emailed receipt. After my delivery, the charge that I was on my debit card was $84.76. I immediately contacted Kroger customer support via chat, and they assured me that it was a duplicate charge and that the final total would go back to the initial cost of $40.63. After a few days past, the $84.76 charge remained the same, so I went to look at my online order on the Fry's app and saw that additional items I never ordered or received were on the order. I contacted Kroger's customer service by phone and they made me list every item that I did not order in order to be refunded for items. I had learned that the shopper had gotten items on my dime and that if I never would've noticed the difference in charge Kroger would have never done anything even though they had access to my initial receipt. I was informed during that call that I would receive my refund in 2-7 business days. I waited 8 business days and contacted customer support that I still have not received my refund even though I had an email confirming that I would receive it in 2-7 business days. They changed their statement stating I would receive my refund in 10-15 business days now. Their response to this entire thing has been frustrating, and they've given me the run around every single time I speak to their customer service. I would just like my refund.
Business Response
Date: 12/27/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand the importance of a prompt resolution and we sincerely apologize to customer for the delay in resolving the issue they reported. Please be informed that we have forwarded a follow-up email to our internal management team to check the status of the refund request. Currently, we are awaiting their response. Rest assured, we will provide you with an update as soon as we receive any information from them.

Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.

Regards,
Kroger
Business Response
Date: 01/08/2025
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.

I'm unable to verify any response from the customer after the response we sent on Dec. 21, 2024. However, upon checking the status of this case, a refund has been submitted for the order. As of Dec. 30, 2024, the whole order was refunded back to the customer's payment method used. Once the request of refund has been submitted, Kroger will process the refund immediately. It usually takes 1 to 3 additional business days for banks to show the money in the customer’s account.

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.
Initial Complaint
Date:12/20/2024
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.
i purchased product from ruler foods that was defected i called customer service reported the problem and was told to wait up to ten weeks to receive credit i have called numerous times and was told the credit was in the mail i called this morning 12/20 /24 way past the ten weeks and was told that nothing has been done i spend over two hundred dollars a week at ruler foods and i dont like to be lied to like this i can take my grocery shopping elsewhere
Business Response
Date: 12/27/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

According to the case provided, indeed the dollar coupon was sent and submitted. However, the mailing address keeps getting error. We ask for the customer to verify their mailing address, or it is faster if they can provide a loyalty card 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: 12/27/2024
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 made no response to the complaint i have provided my address numerous times nothing has been done i have waited patiently for ten weeks which is kroger's policy i have been lied to numerous times this should have been taken care of a long time ago

Regards,

**** *****

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. Please accept our apologies for the defective item. To assist us in resolving this matter promptly, could you please provide us with more information such as:
1. Loyalty Card Number or Alternate ID Number
2. Order Number
3. Complete name of the item and the amount

Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue and ensure that it does not happen again in the future. Rest assured that we are committed to providing a positive and respectful shopping experience for all our customers, and your feedback helps us in achieving that goal.

Thank you for taking the time to share your concerns with us. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to hearing from you soon

Regards,
Kroger
Customer Answer
Date: 01/13/2025
Better Business Bureau:

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

the store is a ruler foods store i have told this to at least five different people they do not accept anything but paper coupons your last email said my address was wrong i called your customer service my address is correct why do you keep making excuses and just not fix the problem jerky was the product 40 dollars is the amount

Regards,

**** *****

Customer Answer
Date: 01/16/2025
I spoke to two representatives and a supervisor at Kroger today and was on the phone for over an hour. They refused to take care of the problem.
Thanks
Business Response
Date: 01/19/2025
Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address the customer’s issue with the assistance of the BBB. We hope that we can assist the customer in any possible way.

Upon further review, a request for $30 in coupons was resent on 01/16/2025 to resolve the issue and the delay in the initial process. The request was made because the customer does not have a loyalty account and the store they shop at does not have a loyalty system. Please note that it may take about 10-14 weeks for the customer to receive the coupons.

Rest assured that your comments have been forwarded to our internal management teams. We anticipate that the review process may take some time, as we want to ensure we implement the best practices, so all programs function properly for our customers. Once the review process is complete, we will promptly share the findings and any proposed actions. We sincerely apologize for any inconvenience this may have caused. Your feedback has allowed us to evaluate, address, and correct this matter.

Regards,
Kroger Co
Customer Answer
Date: 01/20/2025
Better Business Bureau:

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

this has taken over three months to resolve i have told eight different people that ruler foods does not have a loyalty program customer service do not understand this told me there is nothing they can do they can not communicate in english i am done dealing with these people and will just start shopping a schnucks people that can speak english

Regards,

**** *****

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 waited three months for these coupons with the same response wait 10-14 weeks that they never send this would be six months to solve the problem of defective product doesn'it that seem too long

Regards,

**** *****

Business Response
Date: 01/24/2025
Thank you for contacting the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address the customer’s issue with their assistance. We are hopeful that we can assist the customer in any way possible.

Rest assured, a request for $30 in coupons was resent on 01/16/2025 to resolve the issue. The initial request was unsuccessful due to an error with the customer’s address. This request was made because the customer does not have a loyalty account, which prevented us from adding store credit to their account for future in-store or online purchases. Please note that it may take approximately 10-14 weeks for the customer to receive the coupons.

We sincerely apologize to the customer for any inconvenience this may have caused. We are continually working to improve our customers' experience, and your feedback is valuable in helping us serve you better. Thank you for your understanding.

Regards,
Kroger Co.
Customer Answer
Date: 01/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
that is a total lie about having the wrong address everytime i call customer service i have them check my address my address has always been correct i have been told numerous times if the coupons arrive i will be suprised six months later is ridiculous

Regards,

**** *****

Customer Answer
Date: 04/17/2025
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.

It has been six months still no coupons called tonight was told nothing has been done thanks

Regards,

**** *****

Customer Answer
Date: 04/21/2025
Better Business Bureau:

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

This has been going on over 7 months. The Company has made no attempt to resolve this issue which was to reimburse for bad product.

Regards,

**** *****

Business Response
Date: 04/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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 issue, 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. 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.
Customer Answer
Date: 04/22/2025
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 done what you asked twice and have not received anything in over 7 months. Twice you told me you would send coupons and I have never received anything. Send me a check in the amount of $30 to resolve this issue.

Regards,

**** *****

Business Response
Date: 04/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sorry that for all the delays with the request of $30 mailing coupon. We are giving our best efforts to have this resolved. We can verify that there are actions where we resend and followed up with sending the mailing coupon. However, we asked another department's assistance to look into this and hopefully will receive a result right away.

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: 04/24/2025
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.

Look you were contacted in October 2024 and I was told to wait for 10 weeks for the coupons, which never arrived. I contacted way after 10 weeks and was told the mailing address was incorrect. I called the 800 number and the address was correct. Excuse No. 1. Was told to wait 10 weeks then the problem was the loyalty card. Ruler Foods does not do loyalty cards. Everyone is aware of this. Was told the coupons would arrive in 10 weeks. Waited longer than 10 weeks, contacted Customer Service and nothing has been done. I don't understand why there is a problem replacing defective product. I have spent numerous hours on the phone and email on this situation. How much longer do I have to wait for the solution? It's been over 7 months.

Regards,

**** *****

Customer Answer
Date: 05/02/2025
thank you for your help matter resolved, without you nothing would have been taken care of

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

The Kroger Company is NOT a BBB Accredited Business.