Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,601 total complaints in the last 3 years.
546 complaints closed in the last 12 months.

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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:05/23/2025
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 have ******* & ****** ******** insulin inject pens at with a prescription that uses 25 units per day. Therefore each pen only last 12 days. Kroger gave me the 2 pens of each products at 24 day supply at $35.00 each per prescriptions. Kroger would not give the last 2 pens on the products unless I pay for it. Said ****** said they are not paying for it also. I fully understood the law from ******** is $35.00 per prescription for a month. Kroger stopped the prescription at 24 days. that obviously not a month. Need help here!
Business Response
Date: 05/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize for the inconvenience this has caused them. We are working hard to provide good service to our customers. For us to formulate a resolution, we ask for the customer to provide the following details below:

*Pharmacy's complete information
*Date and time of when the customer was denied getting their prescription.

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

Regards,

Kroger Co.
Customer Answer
Date: 06/03/2025
SINCE ******** COMPLAINTS ARE ANSWERED WITHIN 24 HOURS. I WILL SEND THE COMPLAINT TO ********.

1. CINNINATI BUSINESS BUREAU I NEVER CONTACTED.
2. NEVER HAD KROGER NEVER CALLED ME.
3. KROGER PHARMACIST TOLD ME TO FIND ANOTHER PHARMACY
4. ******** THE INSULIN IS FOR THE MONTH BUT KROGER SAYS MY 24 DAY SUPPLY IS ALL THE PHARMACIST CAN DO.
5. ******** ITS $35.00 AND NO DEDUCTIBLES. KROGER PHARMACIST KEPT TELLING ME ITS MY DEDUCTIBLE.
6.KROGER COMPLAINT WAS ON THE KROGER SITE. 2ND COMPLAINT WAS THE BBB. BOTH COMPLAINTS WAS THE DAY, THE ********** ** STORE. BOTH COMPLAINTS HAD MY PHONE NUMBER LISTED. THE STUPID QUESTIONS ARE ON THE COMPLAINTS.
7. ****** DID NOT HELP AT ALL BUT KROGER PHARMACY HAD NOT FILLED THE PRESCRIPTION. THE DOCTOR SENT THE ADDITION INSULIN NEEDED BUT THE PHARMACIST REFUSED TO FILL THE PRESCRIPTION & OF COURSE HE TOLD ME TO GO SOMEWHERE ELSE.
8. THIS IS ******** WILL RECEIVE THE COMPLAINT. HOPE MY HEALTH IS MORE IMPORTANT THAN A WASTE OF TIME THAT THIS HAS TAKEN.

***** *****
###-###-####
Business Response
Date: 06/05/2025
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 apologize for the trouble and inconvenience you have experienced in the pharmacy. That doesn’t sound like the fresh & friendly experience that we want our customers to have. We would like this issue to be resolved, and we will coordinate with the store management regarding this feedback. We want to grow and improve from this.

As mentioned from the previous response, we needed information that will definitely assist us to coordinate with the correct pharmacy management. Please provide the following details:

*Pharmacy's complete information and address
*Date and time of when the customer was denied getting their prescription.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

Kroger Co
Initial Complaint
Date:05/23/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This store has *** ****** ** ** **** marked for $3.99. But when you get to the register, it rings up $4.29. They refuse to give me the ****** for the marked price and also accused me of lying. The cashier's name is Karen. They claim the ****** is supposed to be the higher price. I explained to them that the higher price is for the 16 oz size. But they didn't even try to settle the situation. So I didn't buy the ******. This has happened a few other times with the price being higher than the marked price, on the ****** and several other products. I would like BBB to contact this store and find out why they are doing this to their loyal customers. And I would like a refund and/or store credit for all the times my purchases were over charged.
Business Response
Date: 05/23/2025
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 unsatisfactory experience you encountered regarding the pricing discrepancy you experienced. We sincerely apologize for any frustration this may have caused and appreciate you bringing this matter to our attention. This is certainly not the level of service we aim to provide to our valued customers.

We take pricing accuracy seriously, and it is important that the marked price aligns with what is reflected at checkout. We understand your disappointment and would like to investigate this issue further to ensure consistency in pricing for all our customers.

To assist you, we kindly request the following details:

The store location where the discrepancy occurred
The date and time of your visit
Any additional details regarding the items affected
Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Sales receipt, or the order number.

Once we have this information, we will review the matter with store management and provide a resolution. If an error is found, we will take appropriate steps to correct it, including discussing options for reimbursement or store credit for any overcharges.

We appreciate your patience and value your loyalty. Please let us know how we can best assist you moving forward.

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: 05/28/2025
Better Business Bureau:

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

This store location always has ridiculous things happen. If it's not the prices, it's the employees.

Regards,

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

Customer Answer
Date: 05/29/2025
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.

Store Location: **** ********* ***
******** ** *****
*** ** **** at about 10 am is the time I spent money on the ******. But the discrepancy happened on May 23, 2025 at about 1pm. The reason I actually bought the ****** on May 5th is because my son was hungry. On May 23, I refused to buy because the price was never fixed and I was fed up with the wrong price.

Loyalty card number:************
Alternate ID:###-###-####
Phone number: ###-###-####
Email address associated with your Kroger account
Sales receipt, or the order number.

Regards,

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

Business Response
Date: 05/31/2025
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 any inconvenience this has caused the customer. We don't take this kind of concerns and lightly and surely, we will assist them to have a resolution on this one. For us to complete our review, we ask for the customer to provide a photo or reference that the item is under a marked price or showing in the shelf that it is under a different price than what they were charged for.

Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

Regards,

Kroger Co.

Customer Answer
Date: 05/31/2025
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.

Apologies are routine. I need action.

Regards,

******* *****
Initial Complaint
Date:05/22/2025
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 delivery order through the app and selected a delivery time of 8 pm. By 10 pm there was no delivery and no message, no nothing. I contacted the virtual help link and it was extremely slow. After a lot of time passed they told me the order didn’t exist in anyone’s system. I asked where my money was then? It was $109 extracted from my bank account already. They said I would get a refund in 2-5 DAYS! They are holding my money for 2-5 days? Now I have mo money to buy food, no food in the house and they are holding the funds for 2-5 DAYS? This is criminal. What am I supposed to EAT? While they keep my money for 5 days? This is highly unethical and needs to be investigated.
Business Response
Date: 05/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for the inconvenience and frustration caused by not receiving your expected delivery order.

Upon reviewing your account, we found that the order has been cancelled in our system. When this occurs, a temporary hold is placed on the funds, which is automatically released within 3–5 business days. Unfortunately, we are unable to expedite the release of these funds. If the hold remains after that period, we kindly recommend contacting their bank or card issuer directly to request the removal of the hold.

Rest assured this concern forwarded to our internal management team to ensure that we are implementing the best practices so that all programs work correctly for our customers. We are continually working to improve the experience for our customers to ensure we are serving them to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

We truly regret any disruption this may have caused and appreciate your patience and understanding. We look forward to serving you better in the future.

Regards,
Kroger
Initial Complaint
Date:05/22/2025
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.
They double charged my credit card and then Sara- the supervisor with customer service told me the double charge was caused by my credit card or bank, which is not true. Sara informed me it was nothing they could do until the double charge fell off. I advised her my credit card and or bank did not place tge hold on my card. This caused stress as I could not pay my electricity bill. I informed them I would be filling a complaint and she just replied it was the rules of my bank and my fault.
Business Response
Date: 05/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.

We apologize for the inconvenience you have experienced. We understand your frustration regarding the hold charges on your account. For us to determine the issue clearly, can you please provide us the following details:

-Loyalty card
-Date of incident
-Screenshot of you have
-Transaction details the reason for hold

We are truly sorry for any inconvenience this may have caused. We are continuously striving to improve our customer experience, and your feedback is invaluable in helping us serve you to the best of our ability.

Regards,
Kroger Co.
Initial Complaint
Date:05/22/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
QFC has begun to ask for a receipt in order to exit the store. They will illegally detained and search you if you do not show the receipt, even with no suspicion of shoplifting. I purchased all my items legally. There is security footage of me at self check out purchasing everything legally. When I attempted to exit, a security guard stood between me and the exit.

I asked what I was legally required to do. He lied and said he could legally search my bag without suspicion of theft. I held my bag open for him, but he refused to search it and continued to prevent my exit. Eventually, he took my receipt out of my bag and allowed me to exit. Had I not grabbed my receipt and placed it in my bag, I would have no ability to exit the store.

The business is enforcing this policy only against costumers who are non white or who appear impoverished. Other customers are able to leave without harassment.
Business Response
Date: 05/22/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience regarding of illegally detained and search of receipt to the customer that is certainly not what we wanted for our valued customers. To resolve this issue promptly and ensure we address your concerns effectively, we kindly request the following details:

1. Store location
2. Loyalty card number of the customer
3. Date and time of the incident
4. Name of the security guard if they did not get the name can you please describe the physical appearance of the security guard.

Your feedback is invaluable to us, and providing this information will help us investigate the matter thoroughly and take corrective action.

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:05/19/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I used a *** *****, ** Smiths self scan for 2 separate orders. I left one item on cart in preparation for 2nd order when my 1st order froze, recording my cart!!
Wait until a person actually steals before a false accusation is recorded as I contact my attorney for defamation options AND shop elsewhere.
Business Response
Date: 05/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We understand the importance of a enjoyable shopping experience, and we regret that we fell short of meeting customers expectations in this instance.

To assist us in resolving this matter promptly, could you please elaborate on this or explain more what happened to help us understand and come up with resolution. Your cooperation in providing these details will assist us in conducting a thorough i**estigation and taking appropriate action to address this issue.

Thank you for taking the time to share your concerns with us. We look forward to hearing from you soon

Regards,
Kroger
Customer Answer
Date: 05/20/2025
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.

Shoddy consumer treatment.all other retailers thank kroger

Regards,

****** *****

Customer Answer
Date: 05/20/2025
Information received, just not acknowledged. I'm too busy shopping elsewhere to train Kroger in the art of customer service, bye bye.
Initial Complaint
Date:05/18/2025
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 may 2, 2025 a fraudulent charge was made against my debit card through a Kroger order placed in ******** ******. The buyer apparently hacked my Kroger rewards card which had my debit info attached as a payment method. The hacker was able to change the password to the Kroger account, the name, email and phone number as well! This is something which should NEVER be possible in this day of online hacking and thefts!!!! My bank has found that they are not liable for refunding the money as the debit account was not hacked. No card information was obtained in the hack. I have closed both the Kroger reward account and the d bit card.
In all my multiple calls to Kroger, I have not had any satisfaction as they say it’s not their fault and there’s nothing they can (WILL) do to make this right.
Business Response
Date: 05/18/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate 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 for having unauthorized charges and changing information on customer account that is certainly not what we wanted for our valued customers. We do apologize for the Unauthorized charged on customer account. We advised to dispute the charges with the bank or the state. We do apologize if the customer having problem to dispute it on their bank but the only way to refund this unauthorized charged is first disputing the charges on their bank.

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: 05/19/2025
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.

I have attempted to go through my bank for the refund. However, as stated in my original complaint, the bank believes that that they are not responsible as the debit card was not compromised. I have filed complaints with the BBB, the ** attorney general, the ftc, as well as contacting Kroger on multiple attempts. I have filed a complaint with the police as well.
i am not satisfied with the response from Kroger and will be contacting the local news to further inform their customer base of their response to my issue.

Regards,

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

Business Response
Date: 05/29/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

As per previous response, as this is an unauthorized order and the customer has to dispute the charges with their bank. Further checking the account on our end is already deleted as per request and the fraudulent information is already blocked.

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: 06/06/2025
Better Business Bureau:

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

I’m still out 139.55 and that is more than 10% of my monthly income. I will never shop in another Kroger or Kroger family store and will forever tell people about the unfairness of your response.

Regards,

********* ********
Initial Complaint
Date:05/17/2025
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.
It is a constant issue of being overcharged at my King Soopers located at **** ** ******* *** ********* ** ***** (###-###-####). Recent overcharges were for example on May 16th I was charged $ 6.49 for Organic Blueberries when I should have been charged $ 3.99 per the digital coupon. On May 2nd I was charged $ 3.49 for Organic Strawberries when I should have been charged 1.88 per the digital coupon. While the total over charges with tax is only $ 4.50 that I have been overcharged, it is totally unacceptable that this is a systematic issue and needs to be rectified. It is hard when you are using the self check (this store never has more than one actual checker working) do to be trying to keep moving since customers are lined up waiting behind you.
Business Response
Date: 05/18/2025
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 that the customer had issues redeeming their digital coupons in their in-store transaction. We are working hard to provide good service to our customers. Upon careful verification, on May 2, 2025, purchase, the customer was charged of $1.19 instead of $3.49 and on their May 16, 2025, purchase, the coupon for the organic blueberries was not applied because the coupon was added on the account few minutes after the purchase. Also, as per case reference number ********, a $4 store credit was already added on the customer's account.

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.
Initial Complaint
Date:05/16/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Like many other's have stated, they do not honor sale prices, had a delivery order yesterday that was placed the day before that included five 12 packs of coke products that were on sale for $5.99 a piece, clipped coupon and upon placing order that's what I was charged, fast forward to after delivery a charge of $48.01 popped up on my debit card? call customer service and the first guy said I was charged full price because I did not clip coupon? Then lied and said oh technical difficulties when asked to speak to a supervisor, second lady had me on phone for over an hour then hung up on me because I was upset that they were refusing to refund my $48.01 even though I have an email of the first charge and bank statement to prove they charged me again and didn't honor the sale price, not only did I already pay the sale price, they charged me the full price for them AGAIN, third lady I spoke to said she refunded me but I'm not buying it until I see it back in my bank account, bunch of thieves and unprofessional customer service reps, never again will I give this company my hard earned money, for reference my reference number for all of this is 80996655 and I will include bank statements and email for proof, will be disputing this charge at my bank if it's not refunded, they are all over the news with the same issues right now as well!
Business Response
Date: 05/16/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB
We sincerely apologize to customer for the inconvenience caused by not receiving the expected coupon discount.

After a thorough investigation, we discovered that the coupon was marked with a “Retailer Removed” status. This typically happens due to a 24–48 hour delay in the redemption feed that Kroger sends to our third-party coupon provider. During this period, an offer may still appear as active on the provider’s system, even though it has already been redeemed and removed on the retailer’s end. We understand how confusing and frustrating this can be, and we truly regret the impact this had on your experience. Please be assured that we are actively working with our partners to reduce these delays and enhance the reliability of our coupon system moving forward.

In addition, we’d like to confirm that a refund request in the amount of $46.81 was submitted on May 16, 2025, at 17:03:32. Kroger will process the refund immediately. Most customers receive their funds within 2 to 5 business days, although processing times can vary depending on your financial institution and original payment method. You will receive a notification once your refund has been completed.

We deeply value your feedback and are committed to continually improving our services to better meet your expectations. Your satisfaction is very important to us, and we appreciate your patience and understanding as we work through this issue.

Thank you again for giving us the opportunity to make things right. We look forward to continuing to serve you in the future.

Regards,
Kroger
Customer Answer
Date: 05/17/2025
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.

Hello, there is still another charge of &48.01 as well pending on my debit card, I did receive the refund of $46.81, but that was for the amount that was added in addition to my total for my order placed on Wednesday that raised the amount from $256.75 to $304.75, so I am needing that $48.01 released please? this is ridiculous the way that this company is deceiving their customers and treating them, as I was hung up on several times by your customer service reps that were obviously from overseas and were very rude and gave me a hard time, I just want my hard earned money refunded as it should be as it should have never even come to this to begin with, being charged THREE TIMES for five 12 packs of soda is unacceptable as well as sale prices not being honored as I'm seeing all over the news right now, I have been a kroger customer for over 35 year's but that stops today after this horrible experience!

Regards,

**** *****

Business Response
Date: 05/20/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.

We sincerely apologize to customer for the inconvenience caused regarding the pending charge.

After checking with our payment department, the $48.01 appears in our system as a pending transaction, but it hasn't been finalized, so the customer will not be charged. The customer simply needs to wait for the pending charge to be removed from their account. We also recommend that the customer contact their bank to find out how long it will take for the pending amount to be released back to their account

We deeply value your feedback and are committed to continually improving our services to better meet your expectations. Your satisfaction is very important to us, and we appreciate your patience and understanding as we work through this issue.

Thank you again for giving us the opportunity to make things right. We look forward to continuing to serve you in the future.

Regards,
Kroger
Initial Complaint
Date:05/16/2025
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 May 7th 2025 I placed an online order for groceries. I was charged 6.86 for *** ****** body spray. I was told that I would receive a refund for the above amount in 3 to 5 days. Today's the 5th day and when I called I was told that they processed a refund but to my EBT card. That's a lie. I never received any refund whatsoever
Business Response
Date: 05/16/2025
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 inconvenience regarding your refund. Providing excellent service to our valued customers is our top priority, and we regret that this experience has not met expectations.

After reviewing your transaction, we understand that you were expecting a refund of $6.86 for the *** ****** body spray purchased on May 7, 2025. Our records indicate that the refund was submitted and processed on Wednesday, May 7, 2025, at 5:10 PM PDT. However, we recognize your concern that you have not received it.

Please note that while Kroger processes SNAP/EBT refunds immediately, financial institutions coordinate with state agencies to return funds to cardholders on scheduled dates. We recommend checking with your state agency to determine when your funds are scheduled to be loaded. Some states process refunds within five business days, while others may take 10 business days or longer.

To assist further, we kindly ask you to check your EBT card transaction history to confirm if the refund has been credited. If the refund is still missing, we encourage you to contact our Kroger Customer Relations Center (KCRC) at ***-***-****. Our dedicated team is available Monday through Friday from 6 AM to 8 PM MST and on weekends from 8 AM to 4 PM MST.

Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter. Please do not hesitate to reach out for further assistance.

Thank you for your cooperation.

Regards,

Kroger Co
Customer Answer
Date: 05/17/2025
Better Business Bureau:

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

I tried to screenshot my EBT transaction but alas all I get is a black screen. If you even bothered to actually look into my case you would have seen that the amount of the refund I requested was wrong. Which just goes to show exactly how much Kroger cares. The actual amount is 6.82 and NO it was not returned to my EBT balance because it's not an EBT transaction if you bothered to look at my screenshots you will see that this wasn't an EBT transaction so therefore it should have never been returned not that it was. I received a refund in the amount of 53.70. I'm owed 59.99. Not 53.70. So stop ripping people off and give me my money back. Why are you being so unreasonable. I never ordered Men's body spray. I'm not a man and I don't use men's body spray. If your shopper used my money to purchase something for my himself that is wrong. Do you understand what the word wrong means. If your cashier rang it up by mistake that's wrong as well. And I'm entitled to a full refund to the original payment method which was my ****** **** not my EBT card. GIVE ME MY MONEY.

Regards,

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

Business Response
Date: 05/19/2025
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.

After reviewing customer transaction, two refunds have already been process, $53.70 and $6.29 last May 7, 2025. We do apologize if the customer still not seeing the refund on their EBT account. If the refund is still missing, we encourage the customer to please contact our Kroger Customer Relations Center (KCRC) at ************** ****** ** Our dedicated team is available Monday through Friday from 6 AM to 8 PM MST and on weekends from 8 AM to 4 PM MST.

Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter. Please do not hesitate to reach out for further assistance.

Thank you for your cooperation.

Regards,

Kroger Co
Customer Answer
Date: 05/20/2025
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.

I already did that 3 times and every time I was told that the refund was processed and there was nothing anyone could do for me. That's why I'm here.

Regards,

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

Business Response
Date: 05/20/2025
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 inconvenience regarding your refund. Providing excellent service to our valued customers is our top priority, and we regret that this experience has not met expectations.

After further checking the refund was already process on customer account. Please note that while Kroger processes SNAP/EBT refunds immediately, financial institutions coordinate with state agencies to return funds to cardholders on scheduled dates. We recommend checking with your state agency to determine when your funds are scheduled to be loaded. Some states process refunds within five business days, while others may take 10 business days or longer.

Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter. Please do not hesitate to reach out for further assistance.

Thank you for your cooperation.

Regards,

Kroger Co
Customer Answer
Date: 05/21/2025
Better Business Bureau:

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

Yeah no. Already did that and I was told that if the item being refunded was a taxable item then it shouldn't and didn't go back to my EBT card. Welfare has all the information and are starting an investigation of their own. According to them this money should have been returned to the payment method used to pay for it. And whatever rhetoric you are spouting about USDA requirements are a lie. I have recorded every conversation and screenshot all chats because Welfare told me that if I don't get my money refunded back to the proper card like it shows on the receipt I submitted that I'm sure you never even looked at that I should file a complaint with the FTC. I don't understand what the big deal is. It's 6.82 for something I never ordered nor did I receive. It's not my fault that the cashier rang up this item and charged me instead of the customer that actually received it. How is this fair or right. All I want is what I'm entitled to. That's all. You would think that a company that's being investigated for overcharging people at the checkout wouldn't want another investigation. Give me my money back.

Regards,

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

Business Response
Date: 05/22/2025
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 do apologize once again if the customer still hasn't received their refund for $ 6.82. We encourage the customer to please contact our Kroger Customer Relations Center (KCRC) at ************** ****** ** Our dedicated team is available Monday through Friday from 6 AM to 8 PM MST and on weekends from 8 AM to 4 PM MST.

Your satisfaction is important to us, and we appreciate your patience as we work to resolve this matter. Please do not hesitate to reach out for further assistance.

Regards,

Kroger Co

Customer Answer
Date: 05/28/2025
Better Business Bureau:

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

I spoke with CSR more than once and neither you nor them were helpful. If this is the way you treat a customer that is legitimately owed a refund and never received it then I'm done shopping with Smith's. I got my money back however after disputing the charge. Which just makes your company look bad. Not that it needs any help there. You really would think that after being investigated for honoring store sales at the cash register would be more helpful instead of giving an elderly lady such a hard time. Oh yeah let's not forget about the complaint with the FTC that I filed as well. Don't bother responding to this. I'm done with Kroger and Smith's

Regards,

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

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