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

1,651 total complaints in the last 3 years.
540 complaints closed in the last 12 months.

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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:09/26/2025
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.
The Kroger Company continues to mail me promotional material. I have NEVER shopped at Kroger's. I am NOT interested in their junk mail. I called their headquarters several weeks ago and requested that my name and address be removed from their junk mailing list. However, I continue to receive their mailings.
Business Response
Date: 09/26/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address 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 to happen. The request to stop receiving mailers of any form to address, **** **** *** ** ******** ** *****, under the name, ****** ********, was successfully forwarded to the relevant team. Please allow 8 weeks to completely stop receiving mail.

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. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,
Kroger Co

Customer Answer
Date: 09/27/2025
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:09/25/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order on 9/22 for 107.20, but they charged the account twice. When I called they said one is a prior authorization and one is for the total. So basically they charged 214.40 for an order 107.20. They said the prior authorization falls of in 3-5 business days. So now my account is in the negative and I can’t buy anything for 3-5 business days.
Business Response
Date: 09/25/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We appreciate you for reaching out and bringing this to our attention. We understand how concerning it can be to see multiple charges on your account, and we sincerely apologize for any inconvenience this has caused.

Upon review, it appears that one of the charges you’re seeing is a pre-authorization, which is a temporary hold placed by your bank to verify available funds before the transaction is finalized. This is a standard practice for online orders and does not result in an actual withdrawal. The final charge is the one that reflects the true cost of your order.

Pre-authorizations typically fall off within 3–5 business days, depending on your bank’s processing time. While the funds may appear unavailable during this period, they are not collected by us and will be released automatically.

We understand the impact this may have had on your account balance and truly appreciate your patience as the authorization clears. If both charges remain after the 5-day window, we recommend reaching out to your bank for further assistance.

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.

Thank you again for your understanding and for choosing us. We’re here to help and committed to ensuring your experience improves moving forward.

Regards,

Kroger Co
Customer Answer
Date: 09/26/2025
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:09/22/2025
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.
Subject: Formal Complaint Against The Kroger Co. - Unable to Use My Phone Number Due to Account Linking Issue

Dear Better Business Bureau,

I am filing this complaint against The Kroger Co. regarding their failure to resolve a significant account management issue that is preventing me from accessing their services.

**Issue Description:**
My personal phone number is currently linked to someone else's Kroger account, and despite multiple attempts to resolve this matter, Kroger has been unwilling or unable to remove my phone number from the other person's account. This prevents me from creating or linking my own Kroger account to my legitimate phone number.

**Impact:**
- I cannot access Kroger's digital coupons and savings programs
- I am unable to use their mobile app features
- I cannot receive important account notifications
- I am being denied equal access to customer benefits available to other shoppers

**Steps Taken:**
I have contacted Kroger customer service multiple times to request that my phone number be removed from the incorrect account, but they have not provided a satisfactory resolution to this problem.

**Requested Resolution:**
I am requesting that Kroger immediately remove my phone number from any account that is not mine and allow me to properly link my phone number to my own account. This should be a straightforward customer service issue that can be resolved with proper verification procedures.

This situation represents poor customer service and creates unnecessary barriers for customers trying to use Kroger's services. I believe this matter warrants BBB intervention to ensure a fair resolution.

Thank you

Sincerely,
***** ******
**** ********* *** apt ** ***** Ohio *****
**********
************************
September 22 2025

**Additional Information for BBB Filing:**
- Company: The Kroger Co.
- Issue Category: Customer Service
- Desired Resolution: Remove phone number from incorrect account and enable proper account linking
Business Response
Date: 09/23/2025
Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we appreciate the opportunity to address it. Please accept our sincerest apologies for your experience.

I understand the customer's frustration with her phone number being associated with a different account. We really want to help the customer but for security reasons, we are unable to update any personal information on the account without the customer's consent. Kindly let the customer know that she can still access her account by signing in with her email address and password. Additionally, I can confirm that her phone number on the account is ###-###-####, and her alternate ID is ###-###-####. To take advantage of digital coupons and savings programs, she can use her alternate ID, ###-###-####.

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. 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:09/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
At Kroger ** ******* ********, ******** GA *****), managers G**** and D******* refused to process my return for store credit and treated me rudely. Corporate opened a ticket but never followed up. I also filed BBB Case #********, and Kroger corporate has not responded at all. I request store credit be issued, corrective action at the local store, and a written response from corporate.
Business Response
Date: 09/23/2025

Thank you for reaching out to the Kroger Executive Office. I have received your concern submitted through the BBB, and we truly appreciate the chance to address it with the BBB's help. We are truly sorry to know that the return request was refused and that were treated in a rude and unprofessional manner by our store employees and manager.

Please accept our sincerest apologies. This is absolutely unacceptable and does not reflect the standards of customer service we strive to uphold. We believe every customer deserves to be treated with respect, kindness, and professionalism at all times, and we regret that we failed to meet these expectations during your visit.

Please be assured that feedback and experienced has been forwarded to our internal management team for immediate review and action. We are committed to addressing this issue thoroughly to ensure it does not happen again. At this time, we are awaiting their response and will provide with an update as soon as we receive any information.

We appreciate the patience and understanding. Customers feedback is invaluable to us, and we will use it to improve our services and ensure a better experience.

Regards,
Kroger
Initial Complaint
Date:09/19/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kroger offers fuel points. They offer coupons for 4 times fuel points on specific dates of shopping. This coupon rarely works even when it is properly loaded to my account.
This is bait and switch as I specifically shop at their store on those specific dates.

I have attempted to have this rectified with the Kroger service center. They have been unable to provide satisfaction as I have been on a call with them for 1 hour and they have had me on hold for a the greater portion of that time.

I have asked Kroger for the missing fuel points totaling 1,900.
Business Response
Date: 09/23/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

I sincerely apologize that customers did not receive the 4x fuel points for Friday shopping. I reviewed the customer's account and found the following:

On August 15, 2025, the customer spent $46.70 and $9.80, earning 208 and 40 fuel points respectively.

On August 22 and August 29, the customer did not earn any fuel points.

On September 19, the customer spent $192.24 but only earned 198 fuel points.

The customer contacted us on September 19, and we added 1313 fuel points to their account. Please inform the customer that I will be adding an extra 1000 fuel points to cover the other missing points and to compensate for the inconvenience. Let them know that if they encounter any further issues with their next purchase, they can reach out to our Kroger Customer Service at ###-###-####, and we’ll assist in reporting the problem to our technical team.

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. 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: 09/23/2025
Better Business Bureau:

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

Regards,

***** **********
Initial Complaint
Date:09/19/2025
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.
Online order placed, ********* contracted service delivery provider with Kroger charged $115 of items to my order (credit card) and kept them. Kroger refuses to refund fraudulent items total back to my credit card, issuing only a partial refund of $54 claiming they will not issue anything additional and they have the right in there terms and policies to adjust pricing. They do not care if it was theft through a service provider they contracted with. Now they refuse to allow me to use my paid Boost membership for placing orders online for Kroger only deliveries or pick up orders. All I want is all my money back that was stolen from me and for me to be able to use my boost $99 membership that I paid for. Kroger claims I’m outside refund window and all items were refunded at the decreased amount they will not help and told me to make contact with my credit card company as they will not be able to do anything.
Business Response
Date: 09/22/2025
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 and that is certainly not what we wanted for our valued customers.

We sincerely apologize regarding the unsatisfactory experience regarding of overcharged for delivery and that is certainly not what we wanted for our valued customers. Upon further checking on the transaction a total of $106.59 refund was already process on customer account. $69.32 was refunded on customer master card and $37.27 was refunded on customer EBT card. If customer want to verify the refund amount that has been process, we recommend calling our Kroger Customer Relations Center at ###-###-####, Option 4 for further assistance.

Regarding of the boost membership of the customer, we verify and checked that the customer is still enrolled and can still use the benefit of having boost membership Free same day delivery if they spend $35 or more with 2x fuel points and it will expire on March 11, 2026.

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:09/18/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told I would receive a refund of my boost membership regarding circumstances with a delivery order when I checked on the refund several weeks later, allowing for refund to appear I was then told that there is no history of convo with supervisor even though I wrote down supervisor’s name, time of call and date. I was NOT given a case number that is why I wrote down the supervisor’s name, date and time of call. For reference. Kroger told me they could not issue a refund of my boost because it was beyond the seven day window. I understood that because of the circumstances surrounding this delivery and because they were a supervisor they would be issuing a refund of boost membership.
Business Response
Date: 09/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. Regarding of the refund for request of boost membership cancellation the request is still under review with case number ********. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,
Kroger Co.

Customer Answer
Date: 09/29/2025
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. I was issued the refund.

Regards,

**** ******
Initial Complaint
Date:09/18/2025
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 on 9/18/25 I was refused service by Kroger while trying to purchase milk with my 1 yr old son. I had cashed my coins in with a desire to purchase a gallon of milk so my son could have his morning bottle. When I went to purchase milk with my cash voucher for the $55.55 they informed me I cannot do so and needed to cash my change voucher in as guest services. Went I went to cash my voucher there they told me it was closed I asked to speak to a manager to explain my scenario Mitch the assistant was extremely disrespectful and told I could not cash my check at which point I started recording him and things only got worse. He told me to go to the other location after making threats like “do you wanna shop here again” again all on video. I went to the other location to cash my voucher about an hour later. Kathy made a call to the other location to confirm the voucher they talked about Mitch bringing her the money that has no application to me I’m using a large companies service. After the call the told me she could cash the check but tried to lecture me with accusations of being rude to the other store I told her I just wanted to cash my voucher she then told she wasn’t going to cash my voucher and left the stand after I asked for a manger. After about 10 minutes of her walking around the guest service stand she returned to cash my check. I have this whole interaction on video as well. Extremely unprofessional and uncomfortable situation for my 1 yr old child and myself I’m truly disgusted by your company.
Business Response
Date: 09/21/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It deeply saddens us to hear that customer were subjected to rudeness from our employee. Please know that this behavior is completely unacceptable and does not reflect the standards of customer service we strive to uphold. We understand the importance of treating our customers with respect, kindness, and professionalism at all times, and we are truly sorry for failing to meet these expectations during their visit.

After reviewing the situation, we regret to inform our customer that we are unable to process a refund for the amount,, as it was purchased in-store. We understand that this may be disappointing news and apologize for any inconvenience this may cause. We encourage customer to reach out directly to the store as they are best positioned to address the dispute amount concerns immediately and explore possible resolutions,

Rest assured your feedback and experience has been forwarded to internal management team for immediate review and properly address. We are committed to addressing this issue internally to ensure it does not happen again.

We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business. We look forward to serve you better tin future.

Regards,
Kroger
Customer Answer
Date: 09/21/2025
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.

I contacted the Kroger on ***** over the phone like the instructions you provided. I called to follow up in regards to the complaint and see what is being done. That’s when I was encountered by Jim who spoke to me like a child when I asked spoke on his treatment to me he threatened to end the call and then did. The call was followed up by a call from Kokomo police department who sadly because the understood the scenario informed me Kroger had called to trespass me and I’m not welcome to Kroger locations. Is this your company’s operation? To attack and steal from customers (with their 1 yr old) then to use police as personal body guards to avoid accountability? I’m going to be contacting local news stations with my story as well as reaching out to my lawyer on Monday.

Regards,

***** *****
Initial Complaint
Date:09/17/2025
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.
This is what they sent me after explaining that when I picked up my to-go order everything Frozen or cold was ruined thawed and reached or heated again all I'm asking for is that replaced and they still have yet to help

Hello *****,

Thanks for reaching out. I'm Raymond.
I really appreciate your time and effort for giving us a chance to look into this. I'm sorry to learn that you had received damaged items from pick up order. Your concern will be taken care of. This is not the experience we want our valued customer to have. We want our customers to always have an easy and pleasant experience. I truly regret any inconvenience this has given you. So that I can best support you issues and concern, I will just be needing additional information from you. Please respond to this email with the following information:

Description of the damaged items and their price:
We look forward to your respond. Thank you.

If you have any additional questions or concerns, please reply to this email and refer to case number ********. We appreciate you choosing to shop with us and are always happy to help.

Sincerely,

Raymond
Kroger Customer Connect
The Kroger Family of Stores
Business Response
Date: 09/20/2025
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 received their pickup order in a condition that caused for their item to be damaged. We are working hard to improve our services for our customers. Upon checking all recorded cases for the customer, with case number ********, on September 17, 2025, when they reached out about the order, they were advised that since this is a pickup order that they may need to communicate with the store management for refund.

Rest assured that their experience has been shared to the Upper Management for review and handling. We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Customer Answer
Date: 09/23/2025
Better Business Bureau:

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

I did contact the store, they told me to bring 284 worth of groceries not in bags destroyed in the driveway back to there store. With four children and that many groceries I am unable to do that. As a FAMILY servicing store that I spend over $400 a month at it would have been appropriate to let me just receive the items replace at there store, not a refund I’m asking for not money just the frozen cold items to feed my four children since loosing my husband suddenly. A billion dollar company and they are arguing over 170$

Regards,

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

Business Response
Date: 09/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sincerely sorry for what happened. We did not mean for them to experience something like this. As advised from the previous response, this specific area is being handled by the store. We can try to verify on our end on what we can do as we have limitations too specially for pickup orders. We understand that photos were already sent, but we would like to verify each item that were damaged on the order *******************.

We ask for the customer to respond with each items name and quantity that were damaged form the mentioned order number and a review will be conducted. The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly.

We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 09/26/2025
Better Business Bureau:

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

I have sent the requested receipt and item list three times starting sept 11, see attached. I did that prior to contact the BBB. You know this from multiple emails I’ve sent copies of.

Regards,

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

Business Response
Date: 09/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After carefully reviewing the submitted list of the items that were damaged from the pickup order, it has been observed that due to the quantity of items, the amount of the total of the items needed for refund, and the fact that this is a pickup order, this may need to be handled by the store.

We have a specific process for pickup orders and since the approval will be coming from the store as well. We are really sorry for any hassle this has caused the customer, but refund will be approved by the store, and the customer may need to communicate with them.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 09/29/2025
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.

I have communicated with the store and there is no resolution. You no food lion offers a gaurenteed on there products. Kroger is making bad decision regarding 170 of store products. The store hung up on me, and when I called back multiple times they told me to bring my entire order back. This has been weeks and I can't bring back 284 of groceries back with four children. I'll choose to longer shop at Kroger and extend my experience to people I know and the community.

Regards,

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

Business Response
Date: 10/01/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are really sorry for any inconvenience. We understand how this affects the customer. However, as explained, this should be handled by the store. We just have a different process for pickup orders. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.

Customer Answer
Date: 10/01/2025
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 is not a reasonable fix send it to the department that can fix it. It's your job as a company to handle customer relations in general and this is being pushed from person to person on the blame or who shod handle it.

***** ***** ******
Initial Complaint
Date:09/17/2025
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.
9//16/2025 order # ******************* paid $54.21 **** ****** jr **** ******** ****** ****** ******** 6003###-###-#### marianos/roundys/krogers has about 10 deli salads that are prepackaged (greek pasta salad .mustard potato salad,, macaroni salad. ex) the american potato salad is the only salad that's missing from this list as popular.i have a screenshot of what they advertise instead. they try kicking from kroger's to ********* delivery. paid for krogers delivery $8.99. ********* is criminal garbage.
Business Response
Date: 09/17/2025
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 issues that the customer encountered on their delivery order from Sept. 16, 2025. We are working hard to improve our services for our valued customers. We are sorry but can the customer elaborate their concern with their order and/or issues in detail from their order on Sept. 16, 2025.

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.

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The Kroger Company is NOT a BBB Accredited Business.