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

1,597 total complaints in the last 3 years.
547 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:06/20/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/20/2025 I placed an order through the Dillons app for approximately $250. The shopper left off a significant portion of the order, which resulted in me receiving only about $140 dollars in goods.

I am in congestive heart failure and require delivery services. Much of what the shopper left off was dietary specific to my health condition, which means I need to place another order with another grocery store to make up for the goods I didn't receive from Dillons.

Separate orders incur separate delivery fees and tips, which are costly. I would like a refund of $50 to cover the separate service.

I spoke to Jade in Kroger customer service, who conveyed a disinterest in retaining me as a customer, so I would like Kroger to pay me the service fees so I can find a more reliable grocer.
Business Response
Date: 06/20/2025
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. Regarding of the concern of the customer that half of the delivery order is missing; I can verify that only one item is out of stock, but it is already substituted. May we ask the customer the list of the item they placed for delivery that has been missing for further investigation?

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.

Regards,

Kroger Co.

Customer Answer
Date: 06/25/2025
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.

I don't have a list of everything. Low sodium turkey breast from the deli Chicken. I know I ordered these items, because they are the only proteins I can eat.

After reading more about this online, this a known issue with their app deleting items after the order is submitted. There are countless threads about this dating back years, so this is the experience Kroger has accepted and decided to live with.

Kroger customer service tried to blame me, then blame instacart.

I require delivery as I cannot physically shop due to failing health. Dillons isn't able to provide this service, and isn't fixing it. I will shop elsewhere.

Regards,

******* *******
Initial Complaint
Date:06/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pound of American cheese and asked it be sliced thin with papers between slices. I received a blob of cheese, no paper, slices blobbed on top of each other. This happened almost 2 weeks ago, paid over $13.00 for this item. Unable to eat, ridiculous. Emailed King Soopers over 10 times, even sent them pictures, received generic replies, no resolution, no refund. Ignored by King Soopers. Tried to resolve this with KS, not able to. Terrible, terrible customer service.
Business Response
Date: 06/20/2025
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 sincerely apologize regarding the unsatisfactory experience for receiving Boar's Head American Cheese Yellow without the paper in between as requested on the order and for not resolving the issue wright away when customer reported the issue that is certainly not what we wanted for our valued customers.

Since this is a store purchase, I added $14 store credit on customer account. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit".

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.

Regards,

Kroger Co.
Initial Complaint
Date:06/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On [June 15th around 9:30am, I attempted to return a sandwich I had just purchased from King Soopers. The reason for the return was simple: I realized after purchase that I could not fit the item in my backpack and I did not want the food to go to waste.

When I approached the service desk, I explained the situation. While I no longer had my receipt, I was aware of King Soopers' published return policy, which states that:

Returns under $10 are eligible for a cash refund without a receipt.

Returns over $10 without a receipt are eligible for store credit.

The item in question was well under $10, which I calmly explained to the service desk clerk. I even opened the King Soopers website on my phone to show them their own posted policy. Despite this, the service desk clerk refused to process the return. A manager named C**** was then called over.

Unfortunately, the manager also refused to honor the store's policy. He repeatedly stated that a receipt was required, ignoring the clear terms of the posted policy that allow returns under $10 without a receipt. Throughout the entire interaction, both the
Business Response
Date: 06/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologized for any inconvenience caused but we regret to inform you that we are unable to process a refund for the item mentioned.

Upon reviewing your account, we were not able to locate any transaction or purchase history related to this 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 used during the transaction
2. Date and Time of Transaction
3. Complete name of the item and amount

Your cooperation in providing these details will assist us in conducting a thorough investigation and taking appropriate action to address this issue.

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 hearing from you soon

Regards,
Kroger
Customer Answer
Date: 06/21/2025
All details have already been included in my original submission including the date of the transaction and the incident. I am sorry you're having a difficult time understanding the written English language. I suggest you reach out the manager on duty who refused to uphold the policy for further information on the exact item you're so concerned with. Because as already stated in my original submission, I had to walk out and leave the item there as I couldn't carry it in my bag. And now you're going to attempt to side step me by asking for minute details about the exact specifics item..Ask your very rude manager on duty in the store location. I do not have the item as stated I could not carry it and HAD TO LEAVE THE ITEM BEHIND. PLEASE GET HELP IF YOU CANNOT READ..Thank you.
Business Response
Date: 06/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologized for any inconvenience caused for the item that you are trying to return in store without the receipt.

After reviewing your account, I am unable to find any transaction details. To assist you further and resolve the issue, could you please provide the required information;

Date and time of the transaction
Item details or UPC
Loyalty card number or alternate ID used during the purchase

Your cooperation in providing these details will help us carry out a thorough investigation and take the necessary steps to resolve the issue.

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 hearing from you soon

Regards,
Kroger
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my groceries online on 06/10/2025. I was instructed to pick them up between 7am - 7:30am on 06/11/2025 because they did not have anymore pick up times on 06/19/2025. I checked to see if there were any substitutions on any of my items and I did not find any. I was signaled @6:45am that my order was ready for pickup . However after I picked up my order I discovered that I was charged an additional $5.00 so I contacted customer service and was offered a store credit thru the AI system which I rejected and I requested to speak with a live representative whose name turned out to be steppy. I explained what happened and steppy offered me the same $5.00 credit I explained to steppy that I want cash because cash was used for my groceries. Steppy stated that because I picked my groceries up on 06/11/2025 instead of 06/10/2025 that there was an up charge I explained to her that I was not told that and when I ordered my groceries it placed a hold on my groceries immediately, but after I picked them up it showed a higher amount. I insisted on a cash refund and informed them that I would filing a formal complaint if I was provided one.
Business Response
Date: 06/19/2025
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 they were unexpected charges on the order (*******************) of the customer when they received it. We always aim to provide good service to our customers. As advised on their order, it shows that their pickup order was placed on a Tuesday and will be picked up the next day, Wednesday. If they placed their order with items that has sale price, promotion or offer that came from the weekly ad there is a possibility that it will not be applied. This is because every Wednesday (the weekly ad shows the date range it is valid) our weekly ad changes for the new week and the offers from last weekly ad will only be available and valid if the transaction is received and completed up until the last day of the weekly ad which was on Tuesday. If the transaction is not completed by the end of the weekly ad, the sale prices will not apply, and this is what happened on your order since on Tuesday your order is not yet received and pending.

When they submit their order, the total amount is not yet final and only an estimated amount. At checkout page, there is a note that says "Prices are estimates, the final amount is determined when you receive your order. Also, we are unable to provide cash as refund or refund it on our end, and since this is a pickup order, the customer may need to communicate with the in-store team if they wish for a refund.

We sincerely apologize for any inconvenience this has caused them. 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: 06/19/2025
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.

Regards,

****** *****

Customer Answer
Date: 06/19/2025
I did not agree with the outcome because I tried to pick up my order on that day but there was no other time slots available, but when I chose the earliest time the next morning the price should have reflected the change in prices, not waited until I prepaid and held my funds with the original sales prices to only change them once I picked up my groceries that’s where the fraud or bait and switch was. As you can see by my bank statements it indicates one price that I was charged and then went into my account without my permission or consent and up the prices which is fraud. You can not and should not be able to take more money than what I agree without asking me if I agree with the price hike or do I want to cancel my order
Business Response
Date: 06/19/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize for any confusion or frustration caused by the unexpected $5.00 charge on the order (*******************. We understand how important it is to have clear pricing and a seamless checkout experience.

We also understand your preference for a cash refund, especially since your original payment was made in cash. Our intent is always to offer timely and appropriate solutions, and we’re sorry that our initial response did not meet your expectations. We always aim to provide good service to our customers.

Upon review, your order was placed on a Tuesday and scheduled for pick up the following day, Wednesday. Please note that our weekly ad cycle resets every Wednesday. This means that sale prices, promotions, or offers from the previous week's ad are only valid through the end of Tuesday—provided the transaction is completed by that time.

Since your order was not processed and completed until Wednesday, the promotional prices from the previous week's ad were no longer applicable, which may explain the difference in the total amount charged.

We also want to clarify that when an order is submitted, the prices shown are estimates. This is noted at checkout with the message: “Prices are estimates. The final amount is determined when you receive your order.”

Additionally, we are unable to process refunds in cash for pickup orders. If you still wish to pursue a refund or discuss the pricing further, we recommend visiting the store where your order was picked up and speaking with a team member at the customer service desk.

We sincerely apologize for any inconvenience this may have caused and truly appreciate your understanding. Please rest assured that we are actively applying best practices to ensure our programs function as intended for all customers. We greatly value your business and remain committed to making your future experiences with us as smooth and positive as possible.

Regards,

Kroger Co.
Customer Answer
Date: 06/20/2025
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.

Because my money was stolen cash not credit. You can not go up on a price without giving the consumer an option to accept or reject the difference. I was never told or explained that. Just like you can’t change and item that I ordered without asking if it’s ok. Same theory.

Regards,

****** *****

Business Response
Date: 06/21/2025
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 charge that was more than what you expected. . We understand how important this savings opportunities for our customers and we regret that we fell short of meeting expectations in this instance.

Please know that we have reviewed the matter carefully. As much as we would love to issue a cash refund, we regret to inform you that we are unable to do so. However to make this right we have submitted a refund request for $5 to our internal management team for review and processing. Refund will be forwarded to original form of payment.

We are committed to providing a seamless shopping experience and ensuring that our customers receive the benefits of applicable discounts and promotions. We will review our processes to prevent similar issues from occurring in the future and improve our communication regarding the application of sale prices. Your feedback is highly valued as our customers are at the heart of our business.

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: 06/23/2025
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:06/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In the last two months that I’ve placed an order with Kroger, specifically pasta and rice; even putting it into containers I’ve found maggots and moths all over my food pantry. It destroyed over $200 worth of brand new food. We found maggots under cans, in a sealed flour container literally everywhere. The moths were just as bad. My dad also works in pest control so this isn’t a problem that we have. I contacted Kroger and didn’t get an apology, I was told that I have a high quality for my food and got a $5 credit which is pointless since I won’t be purchasing from Kroger anymore.
Business Response
Date: 06/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We already escalated the issue to our product team 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. Regarding for the refund, upon checking on customer transaction for the order number *******************, a refund amounting to $14.11 has been already process last June 14, 2025, along with a store credit of $5.

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.

Regards,

Kroger Co.
Customer Answer
Date: 06/24/2025
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.

Kroger is claiming they gave me a refund for the food I purchased that had moths and maggots in it but I didn’t receive the refund. I’ve checked my card multiple times, I never got the money back; also I told an employee through email that the five dollar credit is pointless since I won’t do buisness with them after all the food in my pantry got destroyed and nobody cares.

Regards,

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

Business Response
Date: 06/26/2025
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 this matter 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.

Following our review, we confirm that this matter has been escalated to our Product Team. We sincerely apologize for the length of time required to resolve it and appreciate your patience. Please rest assured that we are conducting a comprehensive investigation to deliver the most appropriate resolution.

With respect to your refund, our records indicate that on June 14, 2025, a credit of $14.11 was issued against Order #*******************. In addition, a $5.00 store credit has been applied to your account.

Thank you for bringing this to our attention. Your feedback is invaluable as we strive to improve our products and services. Should you have any further comments or concerns, please do not hesitate to let us know.

Regards,

Kroger Co.
Initial Complaint
Date:06/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Krogers Return Policy:

All Kroger Co. Family of Stores can accept returns of items purchased at any Kroger Company family of stores location within a 30-day window of purchase.

Returns with receipt:

There are two receipt options: paper receipt or digital receipt
Returns will be refunded to the same payment method that was used to make the purchase. Example: Credit Card, EBT/SNAP Card or Cash. Check purchases should be given back as Cash.

In the past 6 months I’ve attempted to make 2 returns. One was a plant that turned out to have a fungus which infected other plants at the home. Both receipt and plant was brought in with their clearance sticker attached to the side, being a unique tag that no one else has.

A lower manager was brought into the situation. His words were “how do I know what you did with it or if it was watered?” Aside from having a small nursery to include an outdoor garden, it was within 30 days of the sale. After the store manager came down he gave me his name, store number, and said to go ahead and call customer service. He was absolutely rude after showing him Krogers return policy.

Today, 4 curtain lights were taken in for a return. The girl behind the counter left and said, “2 seconds!” After waiting 5 mins, someone else comes up. Behind her another manager. She said I’m flagged for “too many returns.” Returns happen MAYBE once a month, if that.

The 4 digits on the bottom on their receipt is different than my card. Even though I have the Kroger app and my cards are linked, all the purchase history, for whatever reason their system generated different numbers. She said due to theft and not being able to verify the card, no return can be processed.

They went beyond the extent which was required, trying to find any information to decline the return. My bank app even shows the exact amount in transactions. After talking to the bank they said it’s on Krogers. Showing this to the clerk, her response was “people forge the app and statements
Business Response
Date: 06/15/2025
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.

We apologize for the bad interaction the customer had with their attempt to return the item. This is not something we meant for them to experience. We are working hard to provide good service to our customer. For us to formulate a resolution on this matter, we ask for the customer to provide the following information below:

*Reason on returning the item
*What is the other item they tried to return, reason of returning, date it was purchased and amount.
*Photo of each item they need to return

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:06/13/2025
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.
Location: **** ** ****** *** ****** ** ***** ** *******, I went to the Ruler store to purchase some items. While entering the store, one of the employees was pointing at me as I entered the store. I told the employee that it was not polite to point at someone. After purchasing the items that I came for and went to check out, while the cashier was checking out the items she asked why do I like to start trouble. She said why was I mad, was it because I didn't have a woman. Then two customers verbally attacked me. Then the female employee said to get out of the store or she would call the police and I was not allowed back in the store. On 5.27.25, I called the store manager, Lauren, to explain to her what happened and she recorded what I was saying.

I am requesting to be provided a copy of the video of me without fees or expenses.
Business Response
Date: 06/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

It deeply saddens us to hear that the customer had bad experience on our store at ***** * ***** ***** **** * ***** **** ***** ***** with our employee. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during your visit.

Rest assured that the 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.

Regarding of the request of the customer for copy of the video at the store regarding the incident. We ask the customer to send a subpoena to: The Kroger Co.,1014 Vine Street, Cincinnati, Ohio 45202.
NOTE: subpoenas must be mailed/cannot be accepted via email

Regards,

Kroger Co.
Initial Complaint
Date:06/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 3, 2024 I placed a online pick up order to the location on ******* *** In ************* ********. My husband picked up the order but when he returned home I noticed everything was wrong. They gave us someone else's order. We called in immediately to the company asking for them to bring us the order that I actually ordered but they couldn't apparently. I live 30 minutes away. They gave us the 1 800 number to get a refund and since that day I have been given a song and dance on how they are still pending my return. I even went to the store and tried to settle this with no resolution but to be kicked around. It seems as if they are hoping I will forget. My case number with them is ********. It has been over 6 months now and we still have not received any refund, or even a call back on the process of the refund. I would have even settled for a gift card to the store to re shop.
Business Response
Date: 06/14/2025
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 apologize for any inconvenience this delay may have caused. Your patience are greatly appreciated as we work diligently to ensure that this issue is properly addresses.

Please be assured that customer refund request has been forwarded to our internal management team for further review. They are currently looking into the matter to ensure it is properly addressed and in a timely manner. We will provide customer with an update as soon as we receive further information and resolution.

Thank you again for your understanding and for giving us the opportunity to assist you. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We are committed to continuously improving our customers’ experiences, and your feedback helps us better serve you.

Regards,
Kroger
Initial Complaint
Date:06/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order at the **** ******* *** location on June 3rd for pickup. The total was for $64.74. I received a confirmation telling me to arrive between 6-7pm.

I’ve been a Kroger customer for over 8 years and the customer service is ALWAYS Top tier at the ***** location. There are really sweet special needs individuals and others that warm your heart and go above and beyond.

The ******* *** location is HORRIBLE!! The staff was confused, unpolished, incapable of putting out a fire or answering questions. All pivkup spots were filled with regular shoppers thus NOWHERE to park. after waiting over 30 minutes I called to check my order and the picker told me he had 2 trucks to unload before he got to my order. This is unacceptable. **** we should have called me to let me know there was. Delay to save my time and has. I asked for a manager and the grocery picker told me that she will not come to the phone because she is “busy”. Again unacceptable. I
Called ba k to speak with another associate to get the manager and they said “I don’t know why she isn’t answering I can’t find her and she isn’t answering the phone”
When she came to the phone the service I reviewed blew me away!!! I cannot believe this is management I’m
Speaking with . She told me she would not help because I was u happy with her emokoyeees. Quality reflects leadership so of course the staff was lacking. They couldn’t find her to get guidance!!! Not only did she refuse to help. She laughed in my face and told me to call the 800 number. Kroger I am
Beyond disgusted and will lost this in blogs etc. the managers name is A***** I think unless they lied. My money was taken from my card and was NOT refunded!!! I ended up calling the 800 number because I was left no choice. They told me I was not charged and the Amount is pending but it has been drafted from my account. This is theft!!!!!
Business Response
Date: 06/14/2025

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We are truly sorry for the poor pick up store experienced and the manager's behavior, this is not reflective of the service standards we expect from our team. Please know that the behavior of manager is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times.

Rest assured feedback have forwarded to internal management. We will be taking appropriate and corrective action with the employee involved and for the bad experience. We value customer feedback greatly as it helps us identify areas for improvement, and we are committed to making the necessary changes to prevent such occurrences in the future.

For pre-authorization holds typically fall off in 3-5 business days after the completed transaction. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. Some banks release right away; others do not. We are unable to expedite the release of these funds or issue a refund for a pre-authorization hold. We would prefer that they release the hold right away. If the pre-authorization hold is still on the account after 5 business days we recommend to contact their bank directly to ask for the hold to be remove.

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: 06/17/2025
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.

The charge is still on my card and I would like the items delivered as they are no longer offered at the rate they were when I purchased

Regards,

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

Business Response
Date: 06/21/2025
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. On our end the order is already showing as cancelled with no charged amount. We have also sent a follow up with our financial department to verify the charge for which we will notify you of the resolution as soon as we have it.

Regarding the redelivery, unfortunately we are not empowered to place an order on any customer's account as personal details are needed to do so. We are encouraging you to please place another order for the items. Please be advised that we do not offer rainchecks for online orders as this is provided by the store after filling out a form.

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:06/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’m writing because Ralph’s charged my credit card $225.27 for groceries I never bought. I only purchased three things that day—a can of ******* Lemon Lime soda, a ******* Peach Revival Yerba Mate organic tea, and ******** 93% lean turkey patties—plus a single bag at checkout. After the cashier scanned those three items, I scanned my Ralph’s membership card and paid with ***** ***. There was no total displayed on the screen for me to confirm; the cashier bagged my items, thanked me, and sent me on my way.

Later, I saw the $225.27 charge on my statement. My out-of-pocket should have been around $13. I’m almost certain the cashier accidentally rang up the person behind me and charged it to my card, since I never saw a confirmation and just trusted the clerk when they handed me my bag.

The next day I went back to Ralph’s to sort this out. The store employees told me to talk to their bookkeeper, Michael. I also asked if they could check the security cameras to show I only left with three items, but they wouldn’t do this. Michael also wouldn’t help and told me to dispute it with my credit card company. I’ve also reached out to Kroger’s corporate office several times, and no one has been helpful or responsive. In addition, the incident report Ralph’s filed lists the shopper’s card ending in “****”—that isn’t my Ralph’s card number. I’m guessing those digits belong to the person whose groceries were mistakenly charged to me.
Business Response
Date: 06/11/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely regret the inconvenience and frustration this situation has caused regarding the billing issue at Ralph’s. We understand how concerning it is to be charged for groceries you did not purchase, and we appreciate the time you’ve taken to bring this matter to our attention. This is certainly not the level of service we aim to provide to our valued customers.
We recognize that you attempted to resolve this with store management and our corporate office, and we regret that your experience did not meet the level of service we strive to provide.

To address this matter promptly, we recommend you dispute the transaction directly with your credit card provider. They may be able to assist with a reversal of the incorrect charge.
Furthermore, we will escalate your concern to the appropriate department to review the transaction details and determine the next steps for resolution.

We sincerely apologize for the challenges you’ve faced in resolving this issue. Your feedback is invaluable and will help us improve our processes to prevent similar occurrences in the future. Thank you for your patience, and we appreciate your continued trust in us.

Regards,

Kroger Co
Customer Answer
Date: 06/16/2025
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.

I have already tried to talk to my credit card company and they have asked me to get in contact with Kroger. You all have failed to address my concerns and have been challenging to get into contact with.

Regards,

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

Business Response
Date: 06/19/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. This is certainly not the level of service we aim to provide to our valued customers. Regarding of the refund concern of the customer for store purchase, we already email the store management regarding of this issue, please advise customer to ask for the request refund to the store manager on the store for further assistance.

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.

Regards,

Kroger Co.

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

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

The Kroger Company is NOT a BBB Accredited Business.