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

• 

  The Kroger Company

  3100 Meridian Parke Drive Suite A Greenwood, IN 46142-9424

• 

  The Kroger Company

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  1019 Cumberland Falls Highway Suite 1 Corbin, KY 40701-2736

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:05/05/2023

  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.

  My issue is regarding a ridiculous experience that I wouldn’t wish on anyone. On 4/29, I placed a pick up order at Ralphs on ******************. I get a call from pickup division and I inform them I will be going to the store no earlier than 9pm. I arrive at the store at 8:30 and after selecting pickup and waiting in my car for 20 min, I go inside the store. The store informs me that because pickup divison is closed at 9, they can’t process it under my original order and I have to pay again for my items. They only bring half my items, and I didn’t realize many were missing, but I proceed to pay for my partial order(without any of my coupons that I had with pickup) the following morning, I get an email saying I picked up my order so a fulll charge had been placed of $104.54. After wasting HOURS going back and forth between ralphs and Krogers poor customer service, I receive an email letting me know they were kind enough to process a Half refund of an order that I paid twice for! This service is ridiculous and to resolve an error made my several people at Ralphs on *******, I have wasted hours! My reference number is : ********
  I want a FULL refund, and additional compensation for my hours wasted on employee error. To be absolutely clear, I never picked up the order placed online and paid for the items that I received in store!

  Business Response

  Date: 05/15/2023

  We truly apologize to the customer for any inconvenience this may have caused.  Upon further review, refund in the amount of $65.11 was issued back to the customer's original form of payment on 5/3/23. The remaining balance of $39.43 has been submitted back to the customer's account.  Please allow 3-5 business days for the amount to show back on the customer's original form of payment.  
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:05/04/2023

  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.

  ******* ******** Fred Myers department store SERIOUSLY NEEDS to retrain whoever is in charge of ordering their cigarettes, they have been out of my brand for quite some time and this is unacceptable!!! These people should know how to order their obviously fast moving product and if not they should be replaced by someone who CAN do the job!!!!

  Business Response

  Date: 05/09/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.   We apologize to the customer that this item has been out of stock.  We will be happy to submit the request to get this matter resolved.  May we get the name of the out-of-stock item?
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 05/10/2023

  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:05/01/2023

  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 returning olive oil for a refund and was told by ******* that there are no returns on olive oil. The consumer is not aware as no where is that posted where olive oil is sold. The consumer should know that policy of Kroger's prior to purchase. Olive oils can range upwards to $25.00 or better. I don't want this oil and I wanted to return it. It is unopened and now I am stuck with it.

  Business Response

  Date: 05/04/2023

  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.  Your comments were forwarded to our internal management team for review and provide us the opportunity to evaluate, address and provide coaching as a learning experience.  We have added a credit the customer loyalty card that ends in **** to be used towards the next in-store or on-line purchase.  We truly apologize for any inconvenience his may have caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 05/04/2023

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

• Initial Complaint

  Date:05/01/2023

  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.

  Monday May 1 2023 809am
  I am filing this complaint against The Kroger corporation because of the uncooperative dishonest unprofessional behavior of one of the Kroger's stores that I have had the constant displeasure of shopping at on **** ***** **** ****** in Columbus Ohio. I have had repeated problems with the second shift Caucasian male staff falsely suspecting me of stealing at the self checkouts by taking too long period of times watching the scanning video devices through the self checkout because I take a little longer in bagging my groceries especially when it deals with protecting glass organic juices and chemical cleaners like bleach. The same Caucasian male kroger associate purposely overcharged me on my form of payment for a milk I did not purchase on the evening of March 27 2023 while I was at the self checkout and he approached me unsuspectingly at the self checkout and scanned my groceries at the self checkout without my permission or asking for his assistance because he and the other employees were trying to rush me out the store because they wanted to leave asap. This Caucasian male associate did not do this with any other customer that was at the self checkout along with me. I emailed the general Kroger's customer service email department and gave the different representatives( will provide their names in follow up responses) I had to correspond with about this horrible customer service issue with all the identifying information on my receipt to refund me and it has not been done yet. I have received nothing but excuses. On that evening of March 27 2023 I only purchased two Kroger brand milks ( half gallon of vitamin d and ultra pasteurized milk), not three in which I was scanned for. The clintonville store has refused to apologize and rectify the matter. Also one of the two milks( I was rightfully scanned for, spoiled before the April 10 2023 expiration date which I followed up through email with the general customer service email about.

  Business Response

  Date: 05/03/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern directed to the Better Business Bureau. Please accept our sincerest apologies for your experience.  Please be assured your comments have been shared with our Upper Management team for review.  We value our customers and your comments provide us the opportunity to evaluate, address and provide coaching as a learning experience.  We are committed to providing you with the most enjoyable shopping experience possible. Upon further review, our records show that our customer service team provided a $10 credit to the customer's loyalty card that ends in **** on 4/10/23 for the 3/27/23 purchase.  That credit was used at our 1745 Morse Rd location on 4/21/23. We truly apologize for any inconvenience this may have caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20001807, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  That small 20.00 credit on my Kroger card was for being falsely suspected of stealing by the Kroger's  associate that I finally learned his name was  ***** at the Kroger store on 3417 ***** **** ****** Columbus Ohio at the end of January 2023 and the credit was never applied at that same store when I had to shop there later which I have detailed email accounts to the (**********************) all the customer service problems with Kroger associates with my receipt not printing out at the Kroger store on 1350 North High Street  on March 29 2023 and still not receiving back. On another Separate incident March 27 2023 the Caucasian male associate ***** unsuspectedly  scanned me for three milks I did not have in my grocery cart and I still have not be refunding for that which I don't know why it's so hard to refund me when there are video cameras on the self check out register in which I was scanned for an item I did not have but no one wants to take accountability for that but I can be falsely suspected of stealing at that same store two months prior And the two milks I did have in my grocery cart  on the evening of March 27 2023 the half gallon of vitamin D milk spoiled before the April 10 2023 date which I emailed the Kroger customer service department about that. The last Kroger store I was at on Friday April 21 2023 on **** ***** road that 20.00 credit surprisingly popped up through my self check out on that day from the Kroger's store in Clintonville refusing to apply it from the the January 2023 incident. I am obviously not a valued Kroger customer or these incidents of prejudice pass harassment scanning and overcharging my form of payments without quickly resolving and refunding me would not continue to occur. I spend way too much money at the Kroger's store to endure this unethical unprofessional type of treatment and I do nothing wrong to warrant that type of behavior from kroger associates. Perhaps Krogers need to hire better Kroger associates to work at your stores to give quality customer service to your long time customers. Now if evidence of the emails accounts of the ongoing problems need to be given and the promises I was made I can provide them but I am certain the reprsentative from Kroger's answering this complaint has them in their system 

   

  Thank You 

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

• Initial Complaint

  Date:04/30/2023

  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.

  Yes i went to kroger pharmacy in bellevue ky and tryied get medicine and pharmacist named ****** he said was manager kept trying to give me wrong medicine and this pharmacy has givkn me other people before i had to take back all i ask for was my sarquel and this young gut kept getting real rude i called my dr at health point dr e**** and she told me i had it thete waiting 4 days ago this rude but told me to be quiet and maybe i need to get a job instead of using humana gold plus sk there fore he insulted me cause i an disable i dont deserve that treatment and they also had to call my dr 2 months ago cause gave my xankx tk some one else so my dr would not think i got them early wkrst kroger pharmacy around and marchs was not going to give me my antibotics tkfay after i left st ********* last night with sever infectious

  Business Response

  Date: 05/03/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:04/29/2023

  Type:Delivery 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 signed up for delivery to my house and my account got wiped out. I have called the customer service line and was laughed at. I told the agent I needed to talk to her manager and got hung up on. The next time I called in I was told that they cannot cross reference my current account with my online account. I was told I have never signed up for this account even though I have been using it for over 3 months now. I had to put my credit card on file to be charged the $17 a month for this service and has charged to my card but now I cannot even access the account I was using. I told the agents on the phone that if I cannot use this account I don't want to keep getting charged for it and they told me they cannot help me. I only have 1 email address that I use and the account they see is not the one I was using. I have screenshots of the purchases I have made since February and they don't see any record of them even though I have gotten the groceries. I am not complaining about not getting the service I just don't want to be charged for a service I no longer have access to. I asked them to check receipts against my credit card and they said they cannot do that so who knows where my account went.

  Business Response

  Date: 05/03/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 05/12/2023

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

• Initial Complaint

  Date:04/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter on behalf of my mother, ***** *****. My mother is a 81-year-old living in **********, Utah. She lives extremely close to two Smith’s stores and enjoys the shopping experience that Smith’s provides. However, as of late, she has stopped shopping at your stores. I do not live close by and she shops on her own and knowing that she shops at Smith’s is a comfort to me and her family as we trust the services that Smith’s offers her (assistance in bagging, getting items to her vehicle as well as mobility issues).
  
  Her reasons for shopping elsewhere involve your sales and promotional coupons. She does not know how to use the coupons nor access some of the sales that Smith promotes through your store app or online. She has been at the checkout and found herself paying more than others because she lacks the online knowledge needed to access the coupons, codes and or sales. I am unfamiliar with the store's app and access and, as I do not live in an area where Smith’s operates, I am unable to help. She has asked for help in both your Clinton, Utah store as well as the Syucuse, Utah store only to be directed to the app or told she does not have the coupon. She has been made to feel like a burden while at your store if she asks for help from cashiers and feels like she is an unwanted customer.
  
  I am certain my mother is not the only senior that has a difficult time with modern techknowledge and feels frustrated and discriminated against when shopping in our digital world. I am also certain that Smith’s does not want their elderly customer feeling this way about their experiences at their store.. I am sure there are numerous advantages in emphasizing digital coupons. This shift, however, is limiting access to coupons and sales to the technologically-challenged older and lower-income shoppers. Many employees have “helped" my mother by showing her how to use the app on their phone, not understanding the limited knowledge she has where modern technology is concerned. She has determined that shopping at your full service store is no longer worth the embarrassment nor the cost (as the sales are not available to her as an elderly customer). I would prefer her to shop at Smith’s as I know she is in a helpful environment where she will not have to lift heavy items to and from the store.
  
  I am hoping that this correspondence clarifies issues in your stores and assists in finding a solution for my mother and customers like her who are discriminated against by the store's app. I am certain that there is a way to help these shoppers with little effort on your part and no embarrassment to the customers.
  
  I look forward to your response and solutions.
  
  ******* ***** ********************** ###-###-####

  Business Response

  Date: 05/03/2023

  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 value all of our customers and  it is not our intention to frustrate them in any way.  
  
  We offer our customers many benefits for shopping with us every day, including great low prices, fuel rewards and many other programs. Digital Coupons are an added benefit designed exclusively for those customers that choose to interact with us digitally.  Shopper Card holders who do not have a digital account may receive the discounted pricing offered in a digital coupon or offer by speaking to an associate at any customer service desk.  Customers will be required to show their Shopper’s Card or provide their Alternate ID.  We have added a credit to the customer's shopper's card ending in 2724 to use on their next in-store purchase.  The credit can be used to purchase any product in the store or on-line except alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases.  For in-store or pickup purchases advise your cashier or associate that you have a credit on your account when you start your transaction. The cashier will receive a prompt to apply the credit. (If using self-checkout, you will see the prompt to apply the credit.)
  
  We are committed to providing you with the best shopping experience possible.  I can assure you that your comments were forwarded to our internal management teams to ensure that we are implementing best practices to ensure all our customer have access to digital deals.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 05/04/2023

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

• Initial Complaint

  Date:04/28/2023

  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.

  Please see attached.

  Business Response

  Date: 05/02/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, they will follow-up.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 06/27/2023

  Another issue please see attached

  Business Response

  Date: 07/03/2023

  The customer issue is still
  under review. Again, I apologize for the delay. Once completed, we will
  follow-up.
  
  Regards,
  Kroger Co.
  

• Initial Complaint

  Date:04/27/2023

  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.

  Days ago, I bought a bottle of probiotics drop for my three week old infant, today my wife found out the bottle has expired on the store shelves over a year ago. They don’t check, they don’t rotate merchandise, and don’t even bother worry about health and safety of anyone
  
  I reached out to them in the past for expired produce, but this is a whole new level of screwing up!

  Customer Answer

  Date: 05/05/2023

  I already attached my membership, and here you go the receipt!

  Business Response

  Date: 06/20/2023

  Complaint# ******** ****** **********
  
   
  
  We apologize to the customer for any inconvenience this may have caused.  Our Store Management team has attempted to reach out to the customer multiple times and with no response.  We ask that the BBB close this complaint.
  
   
  
  Regards,
  
   
  
  Kroger Co.

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:

   

  I got a call from the store manager, and I did answer. The manager promised and clarified the operational update that he’s ow implementing in store that are aimed to prevent this issue from happening again. He was a very dignified person.

  For future reference though, I started this cycle by reaching out to Kroger on Social Media first, and they ignored it for weeks before they respond through BBB, it’s a problem that they’re pushing under the rug. They took months to respond then they decided to lie to the BBB to get the complaint deleted. I was being nice and refused any compensation offered by the store manager and told him that his attention to the matter is and promise to make some change is enough, but since the corporate are trying dishonesty to have an easy out, I now prefer compensation for the trouble. And they are more than welcome to call me anytime.

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

• Initial Complaint

  Date:04/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 4/26/2023 I was on a shopping trip at my local Kroger. Upon shopping I arrived at an item that advertised 5.99$ for a bag of fish. After arriving at checkout the item rang up as $8.99 after speaking with staff and them telling me there is nothing they can do to assist me I am contacting the better business bureau and other agencies to obtain assistance prior to any further actions.

  Business Response

  Date: 05/02/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
  
  Regards,
  Kroger Co.

  Business Response

  Date: 05/04/2023

  Store management has been in contact with the customer and a full refund has been issued.  The matter has been resolved.  We appreciate to assistance of the BBB.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 05/10/2023

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