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

  559 E. Manhattan Blvd. Toledo, OH 43608

• 

  The Kroger Company

  381 Market Square Dr Maysville, KY 41056-8721

• 

  The Kroger Company

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

• 

  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:04/24/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 visited the Kroger in ******* ** (**** * **** **** ******* ** *****) on April 17. The older white female working at the self serve was very rude to me so I walked to the customer service desk to complain and ask for the manager. An employer said the manager was not in so she got Mary, the assistant manager. Mary was so rude to me and walked up to me and stared me down without saying a word. She never greeted me or asked me if I needed help. I told her my bad experience with the self serve check out employee and Mary was rude and said, "sorry YOU feel that way" dismissively. Then I figured she wouldn't help me. Then she blamed me for my complaint and sarcastically said that she was supposed to be at a meeting but she would just tell her boss that she was chatting with me to miss the meeting to make me feel like in wasted her time complaining to her. As I walked away to the other side, I heard her laugh at me to her co-worker. Mary is rude and unprofessional. I was shocked she was an assistant manager who had no customer service skills. I work in customer service and I would never treat a customer the way she treated me so rudely. I complained to kroger on the phone and they said the store manager would call me back but I never received a call or response from them.

  Business Response

  Date: 04/28/2023

  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: 04/28/2023

  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.
  

  You asked me Has the company addressed the issues of this dispute? 

   

  NO. I haven't heard from Kroger and it is April 28, 2023 and NOBODY CONTACTED ME. 

  
       * If not, why? I don't know why, ask Kroger. Their management doesn't care. 

  
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 

  NOBODY contacted me and NO resolution was made and NO the company NEVER CONTACTED me. 

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

  Business Response

  Date: 06/20/2023

  Complaint #******** ***** *****
  
   
  
  We apologize to the customer for any inconvenience this may have caused.  Our Store Management team has reached out to the customer and apologized for the experience.  The customer issue has been resolved.  We ask that the BBB close this complaint.
  
   
  
  Regards,
  
   
  
  Kroger Co.

  Customer Answer

  Date: 06/20/2023

  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 don't think I had a chance to talk to anyone at Kroger. I had called several times during different days and the manager was never in to speak to me about my problem. Therefore, I have tried to speak to the store manager but could never reach the person. This case is unresolved for that reason.

   

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

• Initial Complaint

  Date:04/22/2023

  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.

  store employees refuse to apply account credits towards groceries. managers refuse to apply account credits towards groceries. was told by management (at checkout) to contact corporate in order to apply credits. contacted corporate twice with the same question as the employees, "How do i apply account credits to groceries?" Both times the chat ended right after the question was asked without any solution.

  Business Response

  Date: 04/27/2023

  Thank you for contacting the Kroger Executive Office.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.   
  
  Please be assured that our company prides itself on integrity and we value the customer's input. I can assure you that your comments were forwarded to our internal management teams to ensure that we are providing the best shopping experience possible.  
  
  We are committed to providing you with the most enjoyable experience. Your comments provide us the opportunity to evaluate, address and provide coaching as a learning experience. Thank you for bringing this to our attention.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/28/2023

  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:04/22/2023

  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 signed up for the Kroger Boost free trial. It was scheduled to end April 4, 2023. On March 23 I received the attached email telling me that my trial membership was ending and would automatically renew on April 4, "unless you cancel." I did not cancel and have continued to use Kroger Boost delivery, under the assumption that my membership had converted. Yesterday I noticed that I was charged the $6.95 fulfillment fee for orders on April 8 and April 21, 2023. I spent > 15 minutes on the phone with customer service today and was told that my membership had expired and that they could not refund me the fulfillment fees. The could not satisfactorily explain why my membership was stopped and implied that it had been done on my end, however, they could not tell me when/how that happened. I did not stop the membership. I am seeking a refund of the two $6.95 fulfillment fees ($13.90).

  Business Response

  Date: 04/27/2023

  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 apologize that there was an issue with the Boost program auto-renewal.  I can assure you that your comments were forwarded to our internal management teams to ensure that this matter is addressed.  We ask the customer to sign up for the Boost program so that going forward the shipping delivery fees are waived.  We have added a credit to the customer's loyalty card that ends in **** for the cost of the delivery fees.  We truly apologize for any frustration this may have caused.
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 04/28/2023

  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:04/21/2023

  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.

  For years, I have complained to local store and regional store management about king soopers neglecting to properly publicly display the price of their ground beef. I have completed multiple online surveys from about the past 10 years about this deceptive practice and King soopers neglects to acknowledge that this is a problem. Today (4/21/2023), once again the price of the hamburger was not displayed for the customers, I spoke to a long term meat counter employee and he stated that he thought it was the people that reset prices and they are responsible for ripping the tags off the publicly displayed area where customers can see prices. I have complained about not n\being able to see the price of hamburger for at least 10 years at this King Soopers. They still refuse to post publicly the price they charge for their hamburger. This is a very deceptive practice that prays on their customers. this need to stop!

  Business Response

  Date: 04/27/2023

  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:04/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn’t receive about 12-13 pieces of my grocery pick up items ($50 worth) and I have yet to receive an email or can get anyone to answer me at the store so I could get my groceries. I can’t wait 2 weeks for a refund to hit my account when I need groceries. Customer service online was not helpful either.

  Business Response

  Date: 05/08/2023

  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 will be happy to assist the customer resolve this matter.  Please provide us with the phone number, order number or customer loyalty card number associated with the customer's account so that we may further assist the customer. 
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my son pick up a Click List yesterday because I am handicapped and can’t do my own errands. When he got there he gave them my EBT card and they told him they didn’t need it anymore because they have gone paperless. Well, they didn’t use my EBT card. But, before he left they didn’t give him a receipt and told him if they used the wrong card to let them know. Now that they used the wrong card they won’t do anything about it, claiming final sale. I had no control over what they did and no way of catching it because I had no receipt! I am on SS and I don’t have any extra money each month. I have no way of paying back my son! I don’t understand why they can’t credit his card and run my EBT card.

  Business Response

  Date: 04/28/2023

  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: 05/04/2023

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

  I am rejecting the response until I get an answer and resolution.
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 05/16/2023

  Please accept our sincerest apologies for your experience. Upon further review, once billed, the charges cannot be reversed and billed to another form of payment.  We truly do apologize for any inconvenience or frustration this has caused.  We have added an additional store credit to the customer's account to be used towards their next in-store or on-line purchase.  
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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've visited this Kroger almost everyday since 2019 when I moved to the community whether it's for groceries or my prescriptions. This morning 04/16/2023 at approximately 9:30am I'm shopping and I come across a cart in the walkway preventing me and anyone else shopping to get around. I gently push the cart with my cart out of the way to continue my shopping. As my back is turned I hear an employee by the name of Chamisha yelling at me from the self checkout saying "Why did you push my cart stupid?!" There were other shoppers at the self checkout as well as employees that heard her. Shocked, I continued walking because I couldn't believe anyone was talking to me like that over something so minor. I just wanted to maneuver around the cart.
  (Mind you, I am in my first trimester of pregnancy with my first child and I'm high risk after recently having a miscarriage and extremely high or low blood pressure issues. The stress & chaos she created made my heart pound excessively.) I go back to where Chamisha was and asked for her manager. She laughed and proceeded to call her manager Brock over the walkie talkie. Brock comes and defends his employee after I explained the conflict stating "she wasn't calling you stupid, she was calling the situation stupid. Like if I stub my toe and say 'ahh stupid'" his exact words. I felt like he was talking to me like I was a child as that was the "stupidest" explanation I have ever heard from a manager to a "valued customer".
  My blood pressure immediately sky rocketed. This Kroger is the only grocery store walking distance to my home and easiest for me to get to while I'm carrying. I no longer feel safe or welcomed in this Kroger with this employee who verbally abused or the manger who belittled me, but I don't have much of a choice because of my pregnancy. I have great aunts and uncles that have retired from the butcher & floral depts here in ** and I'm completely astonished by both of their behaviors.

  Business Response

  Date: 04/24/2023

  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: 04/28/2023

  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.  To this day the business has not contacted me. 
  
  
  Regards,
  
  
  
  ********** *****
  

  Business Response

  Date: 05/04/2023

  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:04/18/2023

  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.

  I went to try to buy groceries a few times and they didn't let me shop because they didn't want me to enter with my small pet and they have tried to fight me and the last time two security guards were threatening me and wee trying to intimidate me and there has been a few stores that have put signs saying that pets are not allowed and its obviously on purpose because these stores don't want me to shop because they are hateful and really envious of me because I shop for healthy items and at this store they have treated me very poorly and they have disrespected me very badly

  Business Response

  Date: 04/24/2023

  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:04/17/2023

  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 placed a pick up order on April 10. When I got home with the food, the frozen food was already defrosting and my milk was warm. I submitted a refund request online and it said it was submitted about 15 minutes later I received an email saying there was a problem processing the refund and I needed to contact customer service. I contacted customer service and they told me that the refund request was submitted but we pick between. 3-5 days to process. After 5 day I called back and was told to wait up to 7 days. I called back today April 17 and now I’m being told to wait 15-30 days. I just spoke with a very rude supervisor that told me to wait until it refunds. I paid with my EBT card. I just spoke with the EBT office and they told me a refund with process immediately. I attached photos of the live chat. I threw the food away and I want my order refunded

  Business Response

  Date: 04/21/2023

  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

  The refund in the amount of $56.03 was submitted back to the customer's account on 4/24/23.  It can take up to 30 days for the transaction show back on the customer's EBT card.  We truly apologize for any inconvenience this has 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:04/15/2023

  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.

  the groceries purchased were 51.61 and i was using account credit (47) for that.. they never asked and told me they already charged me when i told them to use my credit.. then i see the account credit is now 42 (down 5) without explanation.. when i called, the customer service rep. tried to tell me to be quiet and then hung up on me for inquiring why my money was used instead of the account credit.. then i tried chat but nobody answered my inquiry and instead ended the chat.. it wasnt until a third attempt to contact cust. serv. was the question even entertained though not resolved.. once heard, the rep. told me they wouldnt refund the order after being paid with cash because the supervisor refused to allow it.. then kroger called me back and immediately hung up on me when i said hello.. and to top it off, the grocery bags (ALL) had cut open bottoms spilling the groceries everywhere making half of the purchase useless to all but insects.. unacceptable on every front and i expect a full refund

  Business Response

  Date: 04/20/2023

  Thank you for contacting the Kroger Executive Office. The customer's request was received successfully. I have submitted the refund for the customer. The customer should see the refund within 3-5 business days. I apologize for any inconvenience caused. We appreciate the assistance of the BBB. We appreciate the customer's comments.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 04/20/2023

  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,
  
  
  
  *** *******