Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  Fred Meyer

  930 Old Steese Hwy Ste A Fairbanks, AK 99701-3167

• 

  Kroger

  7090 Univ Dr NW Huntsville, AL 35806-1728

• 

  Kroger

  4401 Camp Robinson North Little Rock, AR 72118

• 

  Kroger

  400 West Moultrie Blytheville, AR 72315

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:06/10/2025

  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.

  I signed up for a Boost membership in February for grocery delivery. I successfully shopped grocery delivery since then until last week when suddenly Kroger said my address was outside the delivery area. I was able to contact and they resolved the issue allowing me to again place a delivery order. However, I had also requested a refund of my Boost membership IF my address was no longer going to be available. So then after a successful delivery, my Boost membership was refunded and I was told my address was still in the area and it had been a temporary issue. So I went back to re-instate my Boost membership which I would be happy to pay for again if I can continue getting deliveries and again it's saying delivery to my address is not an option. My neighbors all get deliveries as well. I want to continue using this service, I want to pay for Boost again, I'm not trying to get it for free I just want it to work and I'm getting really frustrated by the confusion and glitches and back and forth. Can someone please set me back up to be able to receive deliveries ASAP? Can I do a one-month trial again to be sure this is working? Again - I'm happy to pay the annual fee, I just need it to work...

  Business Response

  Date: 06/11/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We apologize that the customize is experiencing difficulties when trying to place a delivery order online. We are working hard to provide good service to our customers. After carefully checking, we are able to verify the customer's address shows no delivery is available on their location. The recorded case ********, shows that it is working on June 05, 2025, but this case will be used to re-escalate the issue and will be checked by our technical team.
  
  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.

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/17/2025 I placed an order with Kroger’s via the boos program which I paid 99 for. It provided free delivery for the orders. I authorized an order that was 188.26 but was charged 257.52. The person who placed my order did not use my weekly digital coupons. I called that day and after escalating 3 times and explaining to all three agents what the weekly digital deals were (?) and going over each overcharge I was told I couldn’t return the order and they were going to request a refund from the “technical team” but they had no idea when I would get it. I asked for someone in upper management to call me back. That never happened. I called their customer service number again and after escalating again 3 times I got someone who called the company “Goger” 3 separate times because I asked her what she was saying and then had to correct her on how to say the company’s name. I then called the corporate office and spoke with Todd. He wanted me to go over each item again because he said he couldn’t see my original order (?) and that they could not promise the prices as being the same as when I ordered them. when I could not remember every item while I was driving home he said he would call me the next day to go over it and didn’t. I asked to speak to his supervisor and he told me there was no higher. I called last weekend and was told that no one had even put in for my refund of almost 70 dollars. And here I am again another week and no refund. I have requested a refund for the 99 dollars since this had been such a mess and it had only been 3 weeks and was told they had issued me one but that has not happened yet either. Please please please help. I am running out of things to try to do to get this whole thing settled. They used to be my favorite place to shop and did so every week but I just can’t bring myself to shop there right now because of all of this. They had surpassed Walmart (of which I pay for a membership) and heb but not anymore

  Business Response

  Date: 06/09/2025

  effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  Upon checking on the delivery order refund request, A refund of $70 was successfully refunded last June 1, 2025. Please advise to the customer to check the refund on their bank account. If there still will be a problem, we recommend customer calling our Kroger Customer Relations Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm. 
  
  We 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: 06/11/2025

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

  
  

  
  Thank you for getting such a quick response from the company as I have been dealing with this for almost a month now.  The matter has not been resolved as there has been no refund for either the 70 dollars that were over charged or for the 99.00 for the boost program that is such a mess I guess because where I live I have to use Instacart for delivery.  I know this is all first world problems but I feel like I have been through the ringer from this company which is incredibly disappointing as it WAS my favorite place to grocery shop!

   

   I did receive the refund for the overage on the charges but not for the boost membership that was so poorly handled.  I would also like to talk to someone to maybe try to feel better about this whole issue since it has been such a huge issue.  I want to feel good about going back to shop there. None of this has been something I did wrong and I am really unpleased with how it was all handled.
  
  
  Regards,
  
  
  
  **** *******
  
  

  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 apologize for the frustration and inconvenience you’ve experienced regarding your recent order through the Kroger Boost program
  
  Upon review, we confirm that a refund of $70 was successfully processed on June 1, 2025. We kindly ask that you check your bank account to verify the transaction.
  If you encounter any issues with the refund, we recommend contacting our Kroger Customer Relations Center at ###-###-#### (option 1). Our representatives are available to assist you Monday–Friday from 8:00 AM to 10:00 PM and Saturday–Sunday from 10:00 AM to 9:00 PM.
  
  We sincerely apologize for any inconvenience this may have caused. Your feedback is invaluable and will help us improve our training and customer support.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 06/15/2025

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

  
  

  
  

  I did send a corrected response that I did get the 70.00 but I am still waiting on my 99.00 refund that I spent for the few days that I had the boost program.  It would also mean a lot to talk to someone (other than Todd) that is higher up in the company to explain what happened to both help me to feel like someone there cares and help you to avoid any other customer of yours from going through what I have gone through.  I loved shopping at Kroger’s.  I mean LOVED it but now I can’t bring myself to place an order no matter how good the sale.  
  
  
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 06/18/2025

  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.
  
  We are sorry for the delay. Upon checking, the refund for the Boost cancellation was initiated but due to some errors on our end, the refund can't be refunded back on their original payment method. Instead, we requested a check to the customer, and they will be receiving a check for $99 for the Boost Refund. The check will be coming by *****; however, with the way checks are processed it may be as early as the middle of next week or the week of July 4th before the customer receives the check.
  
  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: 06/26/2025

  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 

  i will accept this when i get the money.  I have been told too many times that the money was sent (the refund for the boost program) or that the refund for the 70.00 overcharge had been requested and it wasn’t.  The sad thing is what I have had to go through for all of this.  All to just get what is right.  I can really see clearly now how Kroger feels about their customers.  Between the literally dozen calls I have had to make.  The fact that I had to explain to “your agent” what a weekly digital deal is.  The fact that having to escalate on 2 different calls 3 times each and then on one of them I had to tell the “person in charge” the name of the company is Kroger’s not Grogers.  The fact that I called tile corporate office and talked to Mr. T*** and had to go over every item because Kroger’s could not see my original order (that one blows my mind).  The fact that because I couldn’t remember the difference in every single one while I was on the phone and he said he would call me back the next day and DIDNT.  When I told Mr. T*** I wanted to escalate I was told there was no one higher than him.  The fact that this has been going on now for almost two months.  Yep, the customer is just a number and why really try to take care of them unless they make a big stink.  

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

  Business Response

  Date: 06/28/2025

  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 may have caused. Your patience and understanding are greatly appreciated as we work diligently to ensure that the refund is processed as quickly as possible.
  
  Upon checking the latest update on refund case, we have confirmed with our Payment/Accounting Department that has processed and cut the check today. The check will be sent to our **** **** Office, from where it will then be mailed directly to customer. 
  
  Please note that the person responsible for mailing checks from the **** **** Office is only present a few days each week. However, based on the current timeline, customer should receive the check by the first week of July, possibly even earlier.
  
  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

• Initial Complaint

  Date:06/06/2025

  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.

  I am repeatedly having issues with getting prescriptions in a timely manner at this particular location. I have called the corporate office repeatedly. There seems to be resolution after only for the problems to arise again. Today specifically, I went up to the pharmacy to find out why they never called me about my prescription being filled. After having to speak with two different people, I found out that the prescription was denied by my insurance so they just never filled it. I was told to come back “a little after 2p” to get my prescription. I sat in the parking lot and waited for a little over an hour. I went back to pharmacy at approximately 2:05p just to be told that I needed to come back in 30 mins. I called the corporate number, spoke to someone named Tracy who said there wasn’t anything she could do besides call the pharmacy. I asked to speak to a supervisor and she told me that she was the highest I could go. She then called the pharmacy only to come back and tell me that no one answered the phone. She said that she would file a complaint with case#********. This is not an issue in the white parts of town. If I want yo drive 20-25 mins outside of where I live, I can get my prescriptions timely. if they cost anything, I can determine if I want to pay for them. How dare your incompetent pharmacy staff just decide not to fill my prescription instead of giving me the option to pay. I WANTED TO PAY FOR THAT PRESCRIPTION. And now after being patient and understanding, your staff is INCAPABLE of following through on what they said. You need to find some competent staff or shut the pharmacy down. THIS TYPE OF TREATMENT IS UNACCEPTABLE! You can call corporate to verify that this type of issue has been ongoing and that I have complained. I NEED TO SOEAK TO SOMEONE ABOVE TRACY! THIS IS ABSURD!

  Business Response

  Date: 06/06/2025

  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. The escalation of the case has been forwarded already to the right department. 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.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:06/06/2025

  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.

  During my visit, I was subjected to a threatening encounter by another customer who directed hate speech and slurs at me. They threatened me with specific physical violence, specifying a time and place. When I attempted to de-escalate, I was subjected to homophobic language. The situation escalated to the point where I felt compelled to contact the ******* Police Department. Officer *** (Badge #****) responded to the call, and the incident was documented under case number *********.
  
  While experiencing a panic attack triggered by the confrontation, I sought assistance from the store’s management. Unfortunately, their response was dismissive and lacked the necessary support one would expect in such a distressing situation. This lack of empathy and action not only exacerbated my distress but also raised concerns about the store’s commitment to customer safety and inclusivity.
  
  I have already taken the following steps:
  • Filed a police report with the ******* Police Department.
  • Submitted a complaint through your customer service channels.
  • Posted a detailed one-star review on ****** to inform other potential customers.

  Business Response

  Date: 06/06/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Upon further review customer already reported this issue last June 3, 2025, and the case was already escalated to our relative department for further investigation and once they already have the resolution rest assured that they will communicate it with the customer. 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.
  
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 06/10/2025

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

  
  

  
  

  I accept that Kroger is still investigating and will be awaiting a resolution provided by Kroger.
  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 06/11/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize for the unsatisfactory experience you have encountered. This is certainly not the level of service we strive to provide to our valued customers.
  Upon further review, we see that you initially reported this issue on June 3, 2025, and the case has already been escalated to the relevant department for further investigation. Once a resolution is reached, rest assured that the team will communicate the outcome directly to you.
  We understand that the time taken to resolve this matter has been longer than expected, and we deeply regret any inconvenience caused. Please know that we are thoroughly reviewing every aspect of the issue to ensure the most effective resolution.

  Thank you for your patience and understanding.  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:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone unlawfully used my debit card at the location in ****** **** and I have gone through my **** *** account and tried to resolve this problem but Kroger's is denying my claim and that's bull crap I don't think I deserve that and I would like to get this dissolved impossible if you can help me with this matter please do I need you

  Business Response

  Date: 06/05/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. For us to validate the transaction and help the customer regarding of dispute of the transaction may we request for the date and time of transaction that has been charged also the loyalty card number on her digital account. We also recommend calling their back to dispute the charges.  
  
  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: 06/06/2025

  This message is to be sent in response to the message received from Kroger corporation okay and the passcode is **************** okay and these transactions what happened on 5/25/2025 at 5:17 in the amount $84.3, the disputed transaction occurred on 5/26/2025 6;00 pm in the amount of $23.74.

  Business Response

  Date: 06/06/2025

  Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the Better Business Bureau (BBB) and appreciate the opportunity to address this matter with their assistance.
  
  We sincerely apologize for any frustration caused by the unauthorized transactions on your debit card at a Kroger location in ******* ****. We take such matters very seriously and want to ensure we resolve this issue promptly for you. We recognize the inconvenience this situation has caused and appreciate your patience. 
  
  Since the purchase was processed through **** ***, we advise following up with their support team to escalate the dispute and provide any required documentation. We also recommend contacting the financial institution or card issuer using the phone number on the back of the card to dispute the charges. This will allow them to review the transaction and assist in resolving the issue.
  
  Furthermore, we kindly request some additional information:
  
  Loyalty card number
  Alternate ID (if applicable)
  Phone number
  Sales receipt or order number
  Date and time of the transaction
  
  Providing these details will help us conduct a thorough review and work toward a resolution as quickly as possible. We truly appreciate your patience and cooperation in this matter.
  
  Regards,
  
  Kroger

• Initial Complaint

  Date:06/05/2025

  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 on May the sixth. I had a death in the family and forgot all about it...I received an email saying the order had been picked up ..and I was charged..I've been going back and forth with extremely rude customer service ever since ..I've been told to go to the store because online they cannot issue refund..been told at store to go online. I keep getting jerked around and it seems no one is willing to help me with this..my father and grandfather both retired from Kroger and always thought highly of the store..but these days it seems their employees are under trained...they are not doing their job at the customers expense ...and I'm suppose to I just turn a blind eye to the fact they have given my order to someone else ..they haven't even offered to replace it...

  Customer Answer

  Date: 06/05/2025

  Both my grandfather and father retired from Kroger...we always thought highly of the place. But being sent back and forth trying to get a resolution has been impossible .the customer service at the store are both very rude and act as if they hate their job .experienced some of the same issue online with customer service...no one willing to resolve my problem .I did not pick up my order. .due to death in family .but I recieved email saying it was picked up and I was charged...obviously ur employees don't check ID because I didn't pick up my order  ..it's money I can't afford to waste and didn't think that Kroger would just ignore their employees lack of ability to do their job at the customers expense .I just want this resolved .weather by refund or replacement order..

   

   

  Business Response

  Date: 06/07/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  As per checking on recorded case, ********, the full refund of $92.35 for the order was successfully submitted on June 6, 2025. Kroger typically processes SNAP/EBT refunds immediately. However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so you'll want to check with your state agency to see when your funds are scheduled to be loaded next. 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.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  Kroger Co
  
  

  Customer Answer

  Date: 06/12/2025

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

  
  

  
  

  
  They gave me a hard time thru all of this...every step of the way...it should not have been like that and they jerked me around...every step .when they should have replaced the order that their workers gave to someone else because they don't do their job ..they should check IDs like they claim to on the website .they are a joke for real always messing up and us cystomets have to choke it up to a loss...if they'd spend more time training their employees correctly they would have less headache trying to fix all their mess ups with customer service.  They are extremely rude making the environment very unpleasant to be in..they also told me id be getting a ten dollar credit to my acct on two different occasions and I've never seen it..I don't recommend this store to anyone...get nicer help in there..train employees correctly. 
  
  Regards,
  
  
  
  ***** *******
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ** ****** ******* ** ***** *************************
  
  Fry’s Food Store June 04, 2025
  Attn: Ms. Monica G*****, Division President
  Ms. G*****,
  
  I am writing to express the unacceptable treatment that I incurred at a local Fry’s Food Store located at **** ** ******** ***** ******* ******* *****. On or about May 29, 2025, I entered the store to purchase some cigarettes. I have purchased food items in the past without any issues. The unfair treatment that I experienced was based solely on my appearance of being a Mexican American female and having some tattoos on my arm. A Fry’s Food Store worker (Asian American) who works the self-checkout lane tends to approach me every time I go to the self-checkout, which I find highly unwarranted, offensive, and harassing in nature.
  
  Secondly, I find the unfair treatment that I experienced highly constitutionally offensive to judge me on my appearance while shopping. All persons shall be entitled to the full and equal enjoyment of the goods, services, facilities, privileges, advantages, and accommodations of any place of public accommodation. I asked the Fry’s Store worker (who refused to release her name listed above in this correspondence) that I wanted to purchase some cigarettes. Instead, the worker came up to me with her immediate supervisor, which I’ve known for years (“Connie”), and asked to open the contents of my purse, which I voluntarily complied, and nothing was found. I hope your department will investigate this matter and take corrective action.
  
  If you have any questions or further information, please don’t hesitate to contact. Thank you for your assistance concerning this matter.
  
  Sincerely,
  
  **** * ******

  Business Response

  Date: 06/07/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  
  
  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. I believe that the issue could be handled better. We would like to assure the customer that the issue was shared the store team for a proper review. As soon as we have the proposed resolution, rest assured that we will advise the customer accordingly.
  
  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
  
  

  Business Response

  Date: 06/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.  We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.
  
  The issue was forwarded already to our internal management team, 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.
  
  Regards,
  
  Kroger Co.
  
  

  Customer Answer

  Date: 06/10/2025

  Good afternoon, Team, I accept the business response (ID ********). Please close out the case and email me a confirmation that the matter has been resolved. Thank you!

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26, 2025 I purchased a 12-pack of Sierra Nevada Pale Ale because Kroger advertised $5 off. I spoke to two staff members about how to ensure I get the $5 off and neither was able to tell me how it works. The tag indicated I would receive the refund in five days, via ******. The refund never arrived. I went back to the store and the employees were again confused on how the refund works and simply told me to call the 1-800 number. After being on the phone for over twenty minutes, I was told they could not issue me the refund. So neither the store nor the corporate help line was willing and/or able to provide me what they had advertised. I am simply asking for a refund of the $5 dollars.

  Business Response

  Date: 06/04/2025

  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 appreciate you for reaching out and sharing your concerns regarding the $5 refund for your Sierra Nevada Pale Ale purchase on May 26, 2025. We sincerely apologize for the confusion and frustration this situation has caused, and we appreciate your patience as we work toward a resolution. This is certainly not the level of service we aim to provide to our valued customers.
  
  We understand that the refund was advertised to be processed via ****** within five days, but you have not yet received it. Additionally, we regret the difficulty you experienced when seeking assistance both in-store and via our customer service line.
  
  To resolve this matter, please be assured that a $5.00 store credit has been successfully applied to your loyalty account (ID: ************). As a valued customer, your concerns are our top priority, and we commend you for bringing this matter to our attention. We are committed to ensuring your satisfaction and will continue to strive for excellence in our service.
  
  How to use the store credit:
  1.Kroger Delivery or Pick Up- the credit will automatically deduct upon checkout process.
  2********** Delivery- Just add an instruction to a special notation box that you want to use the credit.
  3.In-Store- Kindly advise the cashier that you want to use your store credit on your loyalty card.
  Store credit cannot be use as payment for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:06/03/2025

  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- Order Number: ******************* on 5/30. The order was said to have been dropped off. I immediately contacted Kroger and spoke with multiple associates who contacted Instacart and confirmed the order was dropped off at the wrong location. I was sent an email saying I was being refunded $375.27 and I would receive an email there after confirming the refund was complete. I still have yet to receive this email that the refund has been done and it’s been 5 days. We need these funds back to re order our groceries. I was originally told 2 days was the time it would take to receive an email stating the refund was complete. Case #********.

  Business Response

  Date: 06/04/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are sorry that the customer did not receive their delivery order *******************. We are doing our best to provide good service to our customers. As per checking reference case ********, it appears that it is still under review by our refund department.
  
  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: 06/05/2025

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

  
  

  
  

  Why is the refund still in review when it was confirmed to have been delivered to the wrong house per insta cart and per your customer service. Wouldn’t this warrant an immediate refund? I was also told 2 business days for the refund to be processed and again I have still yet to receive any email regarding my refund being complete. 
  
  
  
  
  Regards,
  
  
  
  ******* **********
  
  

  Business Response

  Date: 06/06/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We apologize for the delay. As per carefully checking, we can see that as of June 05, 2025, the refund has been submitted worth $379.09, and this may take 1 to 3 business days before it will completely be credited back on the customer's account. As part of our refund process, a review is necessary for any requests may it have confirmation from the delivery service or not. Also, we send this refund requests to another department that is why sometimes it may take time. 
  
  We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.
  
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:06/03/2025

  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 placed an order on the Krogers App for $40.50 on June 2. The next day, Jun 3rd I received an updated charge for a total of $63.66. According to the person I spoke with on the line, Trischell and Marcus the supervisor, the charges were non-refundable and there was nothing that I could do. I expressed clear frustrations and yet received no actionable assistance.
  
  I am seeking resolution in the result of an escalated department complaint and a refund in the amount of $23.30.
  
  Speaking to the employee, he states that he is unable to refund promotions. And will submit a supposed complaint to a supposed escalations department that most likely doesn't exist. Kroger Customer Service is the name of his department. States that he cannot provide a refund for promotional purchases even if they were applied on the original receipt.
  
  #******** is the case number for reference. Employee may have supplied a false name.

  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 sincerely apologize to customer for the inconvenience they experienced when attempting to redeem your coupons.
  
  Upon review by our technical support team, we found that the coupons were not properly acknowledged by the point-of-sale (POS) system during the transaction. This technical issue is the reason the coupons were not applied as intended.
  
  We understand how frustrating this must have been, and we truly appreciate customer patience. We’re pleased to confirm that a store credit refund in the amount of $24 was issued to customer account on June 3, 2025. Our records also show that the credit was successfully redeemed on June 4, 2025.
  
  We are continually working to improve the experience for our customers to ensure that we are implementing the best practices so that all programs work correctly. 
  
  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