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

• 

  Fred Meyer

  3755 Airport Way Fairbanks, AK 99709-4610

• 

  Kroger

  14 W Oxmoor Road Birmingham, AL 35209

• 

  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:05/14/2025

  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.

  Date of Transaction:May 12, 2025
  Kroger delivered my order and a few things were missing, which they said will be refunded in 5 days, meaning if I didn’t notice that 46 dollars were not going to be returned to me.
  Another issue I have is that I had some store credit 44.06$ which I requested them that since I have EBT card I’d like to use that money for non food items. First they assured me that they will take care of that. I talked with customer service on Sunday May 11. They told me that once I pay for my order and the delivery is done they will refund the store credit and will charge my EBT CARD. However when I called today they completely denied and turned me down. Logically If I have EBT card I should have the option to use it first before the store credit.
  I’m not working due to being sick and disabled and the store credit will help me pay for the laundry detergent, paper towels etc.
  Also the hair color etc had lower prices and it will be up by the time this resolves. Water 40 bottles was 3.99, and they sent me message saying they don’t have it! How’s it possible that after 2 days they told me they don’t have water and gave me 24 bottles pack for 2.49. If I can get a rain check for 10, 40 bottles pack that would be great.
  
  Please call me if you need additional information
  
  Please HELP!!!
  Thank you
  Sincerely
  ****** ******

  Business Response

  Date: 05/17/2025

  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 a refund of $46.54 was successfully submitted for the order on a recorded case number ********. Multiple issues can occur to an order throughout the logistic process from the fulfillment area to the actual order delivery. Rest assured that all orders have a 30 day return and refund policy that we honor to fulfill.
  
  A store credit of $44.06 was redeemed successfully in the order. For Kroger delivery, which is the modality of the order, store credits in an account will redeem automatically during the online checkout process. For an option to use the credit to an order or to redeem it at a later time, the modality should be either an In Store transaction or an Instacart order. With these two modalities, the customer or the Instacart shopper is using a self-checkout, for which they will see a prompt asking them if they want to use the credit. 
  
  With the regards to the request for rain check, unfortunately, it is not offered on online orders currently. Rain checks are provided by the store as there is a from to be filled out.
  
  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: 05/23/2025

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

  
  

  
  Hi

  last time they removed the store credit temporarily so I could use the EBT card. Please request them to use the money from my EBT card for the food items. I need the store credit to buy detergent, toilet paper and paper towels etc. Since I don’t have a job, I barely have any money to buy non food items. 
  I can give you the case#

   

  ******** case # for Kroger for May 8th
  
  ******** case# for  ******* ********
  For may 11th

  thats when they told me that they will adjust the order later. 

  Thanks
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 05/31/2025

  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 the cases provided by the customer, for ********, customer inquired if we can remove the store credit and add it on the next day and they were advised that we cannot do that. For ********, the customer was advised that the credit will automatically apply to a pickup order or an order fulfilled by Kroger.
  
  Further checking on the account, prior to the customer's order on May 9, 2025, 9:49 AM EDT, they have a total of $80 credits in the account. Pickup order ******************* redeemed $35.94 credits and the rest was redeemed on Kroger delivery order *******************, $44.06 credits were redeemed. On our end, all credit promised were added and properly redeemed.
  
  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:05/14/2025

  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.

  At most grocery stores it is rare to have the price at checkout not agree with the price displayed at the shelves. At Fred Meyer it happens ALL THE TIME. This happens with both regularly priced items, and also with Fred Meyer Card holder discounts. And since they only apply discounts when tallying the final bill, not as the item is scanned, it makes it more difficult for shoppers with large orders to be able to confirm that all of their applicable discounts have been applied.
  
  It is also inconvenient in some cases to get them to fix their error. I have had self-checkout monitors tell me that I needed to take a photo of the price on the shelf before they would correct a price.
  The final incident that led to this complaint was the purchase two weeks in a row of an identical product that had a card discount. Each time I needed to have the checkout monitor fix the price. This tells me that they made no effort to correct the error in their system, and apparently have no mechanism for checkers to report these discrepancies.
  
  This is either outright fraud on their customers, or at best weaponized incompetence, They are ALLOWING their poor management of their pricing system to continue taking extra money from unsuspecting shoppers. I rarely shop there, and typically only for a few items at a time, so I notice when this happens, and it happens to me almost every time I checkout. My housemate shopped their regularly for years, and says that almost every time she has had to have them correct a price.

  Business Response

  Date: 05/14/2025

  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 bringing these issues to our attention. We understand that your recent experiences at the Fred Meyer store located at 60 Division Ave, Eugene, OR, have been frustrating, particularly with the pricing discrepancies and the difficulty in getting them corrected.
  
  We sincerely apologize for the inconvenience this has caused you. Your feedback is very important to us, and we take these concerns seriously. We are committed to ensuring that our pricing is accurate and that our customers receive the discounts they are entitled to.
  
  Regarding the specific issue with the Kroger Heavy Whipping Cream, we are sorry that the discount was not applied correctly at checkout despite the shelf listing remaining unchanged. We appreciate your patience in addressing this matter multiple times and regret that it was not resolved sooner.
  
  We understand that this is not an isolated incident and that you have experienced similar issues with other items. We are taking steps to review and improve our pricing system to prevent such discrepancies in the future. Additionally, we will ensure that our staff is better equipped to handle these situations promptly and accurately.
  
  For further assistance, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:
  
  Loyalty card number
  Alternate ID
  Phone number
  Email address associated with your Kroger account
  Sales receipt, or the order number
  
  Your loyalty and trust are important to us, and we hope to provide you with a better shopping experience moving forward. Thank you for your understanding and for giving us the opportunity to address these issues.
  
  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: 05/16/2025

  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.

  
  

  They are requiring intrusive personal information which I refuse to provide for them. There is no reason they need this information to fix these issues.
  
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16, this year, I picked up the below RX from the indicated Kroger Pharmacy. The amount I received was one box. As I attempt to place a refill for this same RX, the pharmacy advised me that on 4/16 they gave me 3 boxes. I've requested assistance from the pharmacy to determine the problem, however they will only insist they were correct.

  Business Response

  Date: 05/13/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.
   
  I was sorry to read about the negative experience you had with our pharmacy at Kroger Marketplace - ***** ***** ****** *** ******* ** * ****** ** *****. I have shared your comments with the Pharmacy team. I'm confident that the appropriate conversations will take place to ensure a pleasant shopping experience in the future. Please know our store is always open to direct feedback. It is important that we hear and receive feedback about areas that need improvement as well as our successes.
  
  Please note that this process may take some time, as we want to ensure we are implementing best practices to ensure all programs work properly for our customers. Once the review is complete, we will promptly share our findings and any proposed actions. We sincerely apologize 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.

  Customer Answer

  Date: 05/13/2025

  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:05/11/2025

  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.

  On May 7th 2025 I placed a grocery order for pickup with Kroger as we normally do every 2 weeks on pay day. I received confirmation texts and received confirmation Kroger put money on hold to complete the order. I show up not receiving any messages or emails that my order has been canceled. No explanation, no manager on site and have now have been inquiring about why the order was canceled with the only explanation being "entire order out of stock". The money is still on hold and my family is going hungry scraping by, I'm a single mom with 3 kids and no food stamps. Management and employees both have been trained to postpone you and give you coupon credits to go away instead of solving staff issues. I've tried contacting the store several times just to be blown off or put on hold and there's never a manager if you go in person. This Kroger needs a reality check, shouldn't be able to put kids groceries in jeopardy because employees are lazy!

  Business Response

  Date: 05/11/2025

  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 admire you for reaching out regarding the cancellation of your recent grocery order. We sincerely regret any inconvenience and frustration this situation may have caused you and your family. Please accept our deepest apologies, as this is not the level of service we strive to provide to our valued customers.
  
  Upon reviewing your concern, we understand that you received confirmation texts, and a payment hold for your pickup order on May 7, 2025, but were not notified of its cancellation prior to arriving at the store. Furthermore, we acknowledge that your attempts to seek clarification have not been adequately addressed, and we regret any difficulty you have encountered.
  
  Regarding the payment hold, we can confirm that no charges were applied to the canceled order at the time of cancellation. However, if there is a pending transaction, we recommend reaching out to your financial institution for verification. 
  
  Additionally, as a courtesy, we have applied a $20.00 store credit to your loyalty account.
  
  Please know that we take this matter seriously, and we appreciate your patience. We assure you that we will escalate this issue to the appropriate team for further review to ensure our processes reflect the highest standards of customer service. 
  
  Thank you for bringing this to our attention. We welcome your feedback, as our customers are essential to our business and allows us to assess and improve our operations, and we truly value your input. Please feel free to reach out if you need any further assistance.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:05/11/2025

  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 continue to have the same issues with my orders at Kroger. After the first time it happened I made sure to triple check the time when checking out. I will place the order for and AM time and the day of delivery it reflects PM. I would never place an order for 10 PM! Each time I call Kroger they say they cannot modify the order... These representatives and the technology/system need to have the ability to do that in this day and age. And none of the reps even care that this keeps happening and want to look into it further. This is why you will be losing customers! Lack of care and concern

  Business Response

  Date: 05/13/2025

  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 truly understand the reason of contact regarding the issue of the order. We sincerely regret any inconvenience and frustration this situation may have caused due to repetitive error on the order. Please accept our deepest apologies, as this is not the level of service we strive to provide to our valued customers.
  
  We want this issue to be resolved the soon as possible so the customer will enjoy again placing order with us. For us to be able to further assist we will be needing some information that would definitely help us to further check on the account. I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:
  
  - Loyalty card
  -Order number 
  -Date and time of the transaction 
  -Screenshot, only if you have of the time your order showing it was set to be delivered in the morning
  
  Thanks for your help with this!
  
  Thank you for bringing this to our attention. We welcome your feedback, as our customers are essential to our business and allows us to assess and improve our operations, and we truly value your input. Please feel free to reach out if you need any further assistance.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  
  
  

  
  

  
  My loyalty card number is *************
  Last order May 11 

  order number *******************

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

  Business Response

  Date: 05/16/2025

  hank 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 error in receiving their delivery even dough customer chooses to have morning delivery. 
  
  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.
  
  Regards,
  
  Kroger Co
  
  

  Customer Answer

  Date: 05/16/2025

  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.

  
  

  
  

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

  Customer Answer

  Date: 05/19/2025

  No one from the company has called to explain what took place and how they’re going to rectify the situation

  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 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. After further checking on the account the latest delivery of the customer last May 17, 2025, the order was Delivered 9:00 AM EDT with the order number *******************. May we ask the customer if the customer is still having issue on receiving wrong time of delivery?
  
  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: 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.

  
  

  This complaint was filed prior to this last delivery so clearly I was referring to previous deliveries. It is random when it happens.
  
  
  Regards,
  
  
  
  ***** *********
  
  

  Business Response

  Date: 05/21/2025

  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 admire you for reaching out to share your experience with our online ordering system. We sincerely regret to hear that you have encountered repeated issues with your delivery time selections. Your frustration is entirely understandable, and we apologize for any inconvenience this has caused. Providing a seamless and reliable ordering experience is a priority for us, and we regret that this situation did not meet your expectations.
  
  Upon reviewing your account, we see that you successfully placed the most recent Order Number: ******************* on May 20, 2025, at 9:35 AM EDT. Could you kindly confirm whether you are still experiencing issues with incorrect delivery times?
  
  Please rest assured that we take customer feedback seriously. Your concerns have been shared with the appropriate team for further review, and we will be exploring potential improvements to our system to prevent similar occurrences. While we may currently be unable to modify orders after checkout, we recognize the importance of ensuring accuracy and flexibility in our scheduling process.
  
  Your feedback is invaluable to us, as it helps us evaluate, address, and enhance our services. If you have any additional details or concerns, please do not hesitate to reach out. We appreciate your patience and your continued trust in us.
  
  Regards,
  
  Kroger Co

• Initial Complaint

  Date:05/10/2025

  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 7, 2025, we purchased gas using our Kroger App., Kroger Pay at the Kroger Gas Station, on ********** ****, in ************ ****. Over a three-week period while purchasing gas this way we have been double charged. This created problems with our bank account both times. We did not realize it was a problem when using the app until the second time. When I contacted the Kroger manager in ***********, I got the run around so I contacted the headquarters in Cincinnati and was told that the double payment would drop off of our account within 5-7 days. First of all, this is not right!!! I understand that sometimes places will hold maybe a dollar to ensure funds are available but to hold double the funds!?!? 5-7 days to drop off our account is unacceptable!!!! This should be an illegal practice! What is the point of being able to have the convenience of using the app. if you are going to be double charged only to have to wait for days for the second charge to drop off a bank account that creates problems with the account? We are elderly and on fixed incomes. This created a hardship and an overdraft on our account. Kroger's policy on this needs to change!

  Business Response

  Date: 05/11/2025

  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 are sorry for the inconvenience this has caused the customer. We are doing our best efforts to provide good service to our customers. We would like to inform the customer that whenever they have fuel transaction, Kroger is required by credit/debit card companies (****, **********, etc.) to do a pre-authorization amount for fuel purchases. They send us guidance on what those pre-authorization amounts should be – typically between $75-$150. 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., all of them will have preauthorization charge as part of our check out process. It usually takes 3-5 business days for the hold to be released by their bank. If the hold is still on their account after the specified timeframe, they will need to contact their bank to request the hold be released.
  
  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:05/09/2025

  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.

  Kroger/Food4Less
  Case #********
  Details are in this case.
  
  I would like a direct refund onto my **** Debit Card that I use to purchase groceries, on the receipt.
  
  Online complaint has picture of receipt, picture of products, and website ad of product.
  
  Mailing Address: *** * * ******, ** *** ***** ****** ****** ** ***********
  
  Kroger should call this number ###-###-####, if you have additional questions.

  Business Response

  Date: 05/10/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  After careful verifying the customer's concern on their provided case number ********, it shows that they have found discrepancies in their in-store purchase on May 08, 2025. We see that their account with card number ending **** shows no record of the said transaction even on the other card numbers attached to them.
  
  We would like to inform the customer that since this is an in-store purchase this may be needed to be coordinated with the store where they have the transaction. Aside from the reason above, refunds back to the original payment method for in-store transactions are only approved and can be done by the store management team.
  
  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: 05/10/2025

  Better Business Bureau, Cincinnati, OH:

  MAY 10 25
  
  
  
  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.

   

  To Mr. Rodney M*******
  Kroger CEO:
  Kroger/Food4Less Case #********
  
  
  Original Complaint filed May 8, 2025
  
  
  The store has bad and misleading pricing on its products.  This particular item was priced with a tag, "BUY 2, GET 1 FREE", on a placard next to the product.  The product itself is grossly overpriced.  Refer to the receipt.
  
  On Aisle 15, these are the aisle with the personal care products, shelves are totally dissheveled with areas where product are completely missing, knocked around, or massively bundled up where displays are not clear
  
  
  Concerning Food4Less shopping visit, pricing tag for the Heinz 57 sauce was high price, but clearly said "Buy 2, Get 1 FREE" on the shelf.  I was charged for two on the receipt, but 1 was supposed to be free.
  
  Another pricing mistake happened on a previous visit for a box of cereal.  Regular cereal, generic brand, costs $ 2.50.  I was charged over $ 5 for "Family Size".  The cereal I bought was not a Family Size box and was not a name brand.  So overcharged again.
  
  
  Price mistakes on their part are common, too common, negatively affecting the customer.
  
  
  Attached are 3 pictures:  the purchase Receipt, the items bought (2 bottles Heinz 57), and the product on the website.
  
  
  For these specified purchases, I would like a Refund issued back to my **** Debit Card.
  
  *** * * ******, ** *** ***** ****** ****** **  ***********
  E-mail: 
  TEL:  ###-###-####

  To Mr. Rodney M*******
  Kroger CEO:
  Kroger/Food4Less Case #********
  
  
  Original Complaint filed May 8, 2025
  
  
  The store has bad and misleading pricing on its products.  This particular item was priced with a tag, "BUY 2, GET 1 FREE", on a placard next to the product.  The product itself is grossly overpriced.  Refer to the receipt.
  
  On Aisle 15, these are the aisle with the personal care products, shelves are totally dissheveled with areas where product are completely missing, knocked around, or massively bundled up where displays are not clear
  
  
  Concerning Food4Less shopping visit, pricing tag for the Heinz 57 sauce was high price, but clearly said "Buy 2, Get 1 FREE" on the shelf.  I was charged for two on the receipt, but 1 was supposed to be free.
  
  Another pricing mistake happened on a previous visit for a box of cereal.  Regular cereal, generic brand, costs $ 2.50.  I was charged over $ 5 for "Family Size".  The cereal I bought was not a Family Size box and was not a name brand.  So overcharged again.
  
  
  Price mistakes on their part are common, too common, negatively affecting the customer.
  
  
  Attached are 3 pictures:  the purchase Receipt, the items bought (2 bottles Heinz 57), and the product on the website.
  
  
  For these specified purchases, I would like a Refund issued back to my **** Debit Card.
  
  *** * * ******, ** *** ***** ****** ****** **  ***********
  E-mail:  Herein
  TEL:  ###-###-####
  

   

   

  Kroger can call me at ###-###-####
  
  
  
  
  Regards,
  
  
  
  *** * * ******

  Business Response

  Date: 05/14/2025

  
  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We understand that the customer has been shopping with us for a long time. We're sorry that this happened to them. However, the mentioned transaction was not recorded on the customer's loyalty card number ending in **** and this is an in-store purchase. This kind of concerns may need to be coordinated to the store for the refund. We have limited processes of refund for purchases, and one of them is that if the transaction is an in-store purchase, we won't have an option to refund it as it needs approval from the store and that the transaction is not seen recorded on their loyalty card number.
  
  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: 05/14/2025

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

  I would like an answer from Mr. Aseem S***, CEO, Food4Less.  His contact is *********************

  A receipt is attached along with 3 Attachments in total on money I spent for purchase of groceries.  I  have been purchasing groceries from the store since 2018.  A Refund for overcharges can be administered on the same **** Debt Card used to make the purchases.  This is easy to execute from and through the Executive Office of Kroger.

  This is at least the second incidence of being overcharged where items were mispriced and I was overcharged at the checkout.  The details have been provided, but you did not address it.

  Aisle 15, Men's and Women's Personal Care Aisle was a total mess, with many open gaps on product placement and messy, unkept shelves making items hard to find for your shoppers.  The upkeep of the store needs to be raised to a higher standard.  Much of the product labels and pricing is unclear and hard to read, definitely for senior citizens.

  The wheels on the shopping cards need to be lubricated because the wheels lock up and rattle too much when pushing the carts.  Like the shelves, the carts are not being maintained properly.

  Concerning a Membership Card, the store never gave me a physical card.  Send me a card.  

  The receipt shows overcharges and a Refund should be administered through the **** Debit Card charged on the transaction.

  Concerning contacting me, the Corporate Office may choose to contact me at ###-###-####.

  The phone support is substandard, and the customer support does not solve problems.  If you wish to contact me, call me at ###-###-####.

  A refund can also be processed thru the Accounting Department.  Send the refund check by mail to:  *** * * ******, ** *** ***** ****** ****** **  ***********

  Concerning store manager, store manager can contact me at ###-###-####, or respond by e-mail.  Primarily my Complaints will go to report to the CEO of the organization first; then secondarily, I will handle it with your store manager.

  Read the problems again, and deliver solutions without further excuses.  Your customer support and commitment to service is performing at a failing grade.

   

  Contact Information:

  TEL:  ###-###-####

  E-Mail:  *********************

  Mailing Address:  *** * * ******, ** *** ***** ****** ****** **  ***********

   

   

   

   

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

  **  ***********

  Business Response

  Date: 05/14/2025

  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. This is certainly not the level of service we aim to provide to our valued customers.
  
  After carefully reviewing your concern regarding case number ********, we have identified discrepancies in your in-store purchase on May 8, 2025. Our records indicate that your account, associated with the card number ending in ****, shows no record of the mentioned transaction, nor do any other card numbers attached to your account.
  
  We would like to inform you that, as this is an in-store purchase, it will need to be coordinated directly with the store where the transaction occurred. Refunds to the original payment method for in-store transactions can only be approved and processed by the store management team.
  
  We understand that you have been a loyal customer for a long time, and we sincerely apologize for any inconvenience this may have caused. However, since the transaction was not recorded on your loyalty card number ending in ****, and given the nature of in-store purchases, this matter requires coordination with the store for a resolution. Our refund processes are limited for in-store purchases, and approval from the store is necessary, especially when the transaction is not recorded on your loyalty card.
  
  Thank you for your understanding and cooperation.
  
  Regards,
  
  Kroger Co

  Customer Answer

  Date: 05/14/2025

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

  
  

  None of the issues have been resolved.  A price gouging complaint will be filed with the State of **********, Office of the Attorney General's Office.

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

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep putting my medication in auto refill in ******** off **** ********* *** ********, ** ***** Kroger. I told them I am at the Kroger in *********, *** **** ********* ** *****. One representative told me they could fix it. I have stopped auto refill before but it keeps going into auto refill at their location. I do not live in that area in 3 years. Remove my profile from that location.

  Business Response

  Date: 05/12/2025

  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.
  
  Were sorry that the issue with automated refill address issue is still not been fix. Please advise to the customer to please call our Internet Pharmacy Department at ###-###-#### please also advise the operation hours of Internet Pharmacy Department Monday-Friday 8:00am-9:00pm EST, Saturday 9:00am-6:00pm EST and Sunday 10:00am-5:00pm EST for the assistance for the automated refill pharmacy address issue. We truly apologize to the customer for any inconvenience this may have caused. 
  
  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.
  
  
  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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:05/08/2025

  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.

  I have been a loyal customer for many years. I was a n employee during my college years. I am currently embarrassed for Kroger. I will more than likely no longer shop there and share my experience with others.
  I needed a relaxer kit for my hair and decided to go to my neighborhood store. Sadly there was every perm kit known to man available but no relaxer kit. Not one. Thinking that this may be the exception and not the norm, I went to two additional stores. Not one relaxer kit.
  How can you sell ethnic hair products but not the most basic? Not one?
  
  VERY DISAPPOINTING. . .

  Business Response

  Date: 05/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We are truly sorry for the disappointment the customer felt when they tried to look for a product they need. We are doing our best efforts to provide good service to our customers. We understand the point of the customer, but the unavailability of an item may depend on various factors such as the demand, supply or simply it was just out of stock. To further assist the customer, we have the following questions below to see how we can address the situation.
  
  *Does the customer want to request for the item to be available for one time request and wants it in the shelf?
  *If yes, customer may go the website or mobile app to check if the product is available in one of these shopping options: In-Store, Pickup, or Delivery.
   If an item shows “available” for In-Store, it means the item is available for purchase if in stock but does not guarantee it's in the store. Customers need to contact the store directly to see if the item is in stock.
  
  If a Product is Unavailable:
  Customers can request/suggest that we carry a shelf-stable product on our ******** site by visiting www.********.com/product-request.
  
  *Does the customer want it for long term?
  *If yes, then we will share the feedback to the store management team (customer's local store). However, this is not a guarantee that the item will be restocked, but we will ensure that the proper department receives their request.
  
  *Loyalty card number
  *Store's location (local store)
  
  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: 05/09/2025

  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 here:

   

  Whoever read my response completely missed what I was saying.  There response was an intellectual cul de sac.

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

  Business Response

  Date: 05/14/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.
  
  We apologize that we were unable to fully understand what customer is referring. We are doing our best to provide good service to our valued customers. Regarding an item that is not available in the store, we appreciate that this was brought to our attention, but this is something we can't control. Having items available in the store may mean different reason depending on the location. However, the customer's feedback will be shared to our internal management team for evaluation.
  
  We sincerely apologize for the disappointment 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: 05/14/2025

  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 because the issue will not get resolved.  
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:05/08/2025

  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.

  Kroger offers a health care discount program that has an annual fee of $36 a year. This membership was for my mother who passed away in January 2025. They charged the annual membership to her credit card automatically in March 2025 after she passed away. Their online portal does not allow you to cancel the membership. I called them to cancel and obtain a refund and they refused. I asked for a supervisor and they hung up on me. Their phone number is ###-###-####. You should not have to pay for services that are not rendered or membership after you pass away.

  Business Response

  Date: 05/09/2025

  Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way
  
  We are truly sorry for the inconvenience this has caused to the customer. We do not mean for them to experience something like this. We would love to assist the customer, but the concern is out of service, and we are not the appropriate team to address the matter. The customer may need to communicate with the Kroger Health Savings Club at ###-###-####, as they are the only one who can assist them and who has the means and resources to verify the issue.
  
  We sincerely apologize for the disappointment 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.