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

1,645 total complaints in the last 3 years.
544 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: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,

*** *******
Initial Complaint
Date:04/14/2023
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.
I have exhausted efforts available to get help with a technical issue for the mobile app. I tried to add a new debit card to my account and an error msg appears telling me to use a different card. There is nothing wrong with my card, account, and I haven't had problems with other businesses. I finally got customer service to assist me. They gave a case number 2 weeks ago. Never heard back from anyone. I called corp and filled out an online complaint and still nothing. I am a disabled senior with no transportation and I have to get my groceries delivered. I can't because of this problem. Very disappointed in Kroger and the employees. Kroger should be ashamed!
Business Response
Date: 04/17/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for your experience. It is not our intention to frustrate our customers in any way. There is a known issue with **** Debit Cards that occurs during checkout or when a customer tries to add a new card to their wallet. The customer receives an error message that prevents them from adding the card. The card issuer is working on fixing this issue. The customer will need to add a different payment card to their account in order to checkout. We truly apologize for any inconvenience or frustration this matter has caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/18/2023
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:04/12/2023
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 tried making a pickup order on the Kroger app on 4/9/2023. I received the error message of “Order Not Submitted” but my payment method was charged anyway. I shouldn’t have been charged if the order wasn’t placed.
Business Response
Date: 04/18/2023
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. Upon further review, there were no charges assessed to the customer's account. The customer was advised there may have been a pending hold, and this typically falls off within 3 to 5 business days depending upon the customer's financial institution. This is done to validate the card. We apologize for any inconvenience or frustration this may have caused. We have added a credit to the customer's loyalty card ending in ****. 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.

Regards,

Kroger Co.
Customer Answer
Date: 04/18/2023
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:04/11/2023
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.
At the end of February, 2022, my bank card was lost and charges I did not make appeared on my bank statement. I canceled my card and my bank, ****, investigated the charges and determined they were fraud. There was a charge on February 25th, 2022 in the amount of $37.74 from **** #****. I attempted to see if I could locate this charge on my Kroger/**** account and could not identify the charge. I tried to determine where the **** #**** was located and the best I could tell was that it was in ******** somewhere, which is not far from us, but I do not and had not shopped at a Kroger in ********. It appeared to me that the charge was fraud. I attempted to call the Kroger customer service to get more information about the charge so I could understand if it was fraud as it appeared or if it was a purchase I had made, but I was told that Kroger’s policy is that they do not discuss fraud, even though they kept forcefully telling me that the charge was not fraud. They would not give me any information about what the charge was for or where the store was located that the charge was made at. I have spoken with several people in customer service over the past year in regard to this and no one will help me. Kroger has cut off my ability to use their delivery service or to shop online with them. They even cut off my husband’s card/account from being able to do the same. They keep basically telling me the only option is to tell my bank to pay the charge, but **** determined through their investigation that this charge was fraud. I sent the letter from my bank to Kroger and they have told me they did not receive it and they never respond. I sent the letter to them more than once and have spent hours on the phone with multiple people and departments to resolve this. This is ridiculous and Kroger is the main grocery store in my immediate area. I have been a loyal Kroger/**** customer for years and much of the customer service has been very rude and apathetic.
Business Response
Date: 04/18/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please accept our sincerest apologies for your experience. 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: 04/21/2023
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. I also received a response to the emails I sent and have had my account and ability to order online restored.

Regards,

******* *********
Initial Complaint
Date:04/11/2023
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.
I picked up my prescription at Kroger and asked the lady how many pens was there she looked on the paper and said 3 pens ozempic and 42 day supply so I paid for them got home 1 box with 1 pen in it took back to Kroger lady gave me the run around said that is the way they do it I looked on the paper myself it says what the lady told me 3 pens 42day supply I told the other lady I was going to get hold of the bbb and would never be back Gary Yates
Business Response
Date: 04/13/2023
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. To better assist with resolving this matter, may we get the store address? We appreciate your assistance.

Regards,

Kroger Co.
Business Response
Date: 04/24/2023
The customer issue is still
under review. Again, I apologize for the delay. Once completed, we will
follow-up.

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 19922759, and find that this resolution is satisfactory to me. I would like know this can be resolved. I need my medication

Regards,

Gary Yates
Initial Complaint
Date:04/10/2023
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.
Hello,
I have been going to **** ****** *** ******* ** *****
And i use the pharmacy there to fill my prescriptions. Recently there is a lady, i believe she is the supervisor during the day.
She has been extremely unprofessional, discriminatory towards me, and aggressive at times. She has deliberately lied to my doctor multiple times about my medications and has cancelled or mixed some of my prescriptions on purpose.
I have a few voice recordings of her which I can provide, proving her inappropriate behavior and purposely trying to aggrevate and harass me. I informed her that I will file a formal complaint to corporate, to which she responded , “do whatever you want” please investigate the matter promptly. Otherwise I will be pursuing legal action. Thanks
Business Response
Date: 04/13/2023
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: 04/13/2023
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.

Regards,

****** *****
Customer Answer
Date: 04/13/2023
I have not yet been contacted. Ask them to email me at the email address provided and remedy my concerns. Thanks
Business Response
Date: 04/17/2023
The customer issue is still
under review. Again, I apologize for the delay. Once completed, we will
follow-up.

Regards,
Kroger Co.
Customer Answer
Date: 04/17/2023
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 have not received any follow-up or response from business. Have them call me immediately or severe consequences would pursue

Regards,

****** *****

Business Response
Date: 04/24/2023
Upon review, I see the customer was contacted on 4/13/,4/18, 4/19 and 4/20 by phone leaving a voicemail on each occasion. In addition, the customer was sent an email on 04/20/2023. The customer has not responded after multiple attempts.

Regards,

Kroger Co.
Customer Answer
Date: 04/25/2023
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 have not received any email from you. Please email me at *****************
and I was not able to reach you with the number provided. Email is easier for me. Email me and resolve my problems please. Thanks

Regards,

****** *****

Business Response
Date: 04/28/2023
We do apologize to the customer for any inconvenience. The email will be resent to the email address provided so that this matter can be resolved for the customer.

Regards,

Kroger Co.
Initial Complaint
Date:04/10/2023
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.
Was searching for a Gazebo to cover my Barbecue grill. Searched several Kroger stores who had them on clearance, however were out of stock. Went online and found that the Kroger store in ******** ******** had them. Placed my order. Received an email from Kroger that my item would be available for pick up between 11:00 and 12:00. Upon arrival called store and told them which space I was in, they said they would bring my item out. Waited a while after traveling an hour to the store. Finally a guy came up to my truck and rudely said that they no longer had my item. I contacted the store, no help. Then contacted Customer service. They tried getting me my item. But due to it being a seasonal item that they could not get me one at that time. Told me to call back in the Spring and that I would get the same deal, as I had previously ordered. I called today Because a Kroger in ***** **** ******** has the same item on display for sale. An extremely helpful woman named Melanie, called ******** to see if they would fulfill my item. The manager said no, it was seasonal and there is no raincheck. Also the manager stated they had a problem with their system st that time and I was out of luck. Melanie tried very hard. I guess my problem is I was told by Kroger that I would eventually get my item. To me, as a long time customer, their system problem had nothing to do with me. How about taking care of your customers, Mr manager in the ******** ******** store. Poor, poor, poor customer relations here!!!. I have a case number. I also have my order number if desired? And a copy of my cancellation, which was not cancelled by me.
Business Response
Date: 04/17/2023
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. We are committed to providing you with the best shopping experience possible. We value our customer and in no way want to frustrate our customers in any way. The item on order ******************* from 8/28/22 was a seasonal item and unfortunately, our raincheck policy does not apply to seasonal items. There was a $25 credit added to the customer's loyalty card ending in **** on 8/29/22 for the cost of the canceled item. We have also added an additional credit to the customer's loyalty card to be used towards their next in-store or on-line purchase. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/24/2023
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.

Regards,

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

Can Kroger provide the dates the credits were placed on my accounts? I would like to know that. Thank you.
Initial Complaint
Date:04/09/2023
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.
Purchased a cup from in store Starbucks and trying to return with digital copy of receipt. Was accused of “cutting” the line by one employee and the other employe said they would T return it as the policy updated this week. Called CS and confirmed that was a LIE. Definitely feeling discriminated against by both employees. Never have had any issues in the past.
Business Response
Date: 04/12/2023
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. We are committed to providing you with the best store experience possible. Your comments were forwarded to our Upper Management team for review and provide us the opportunity to evaluate, address and provide coaching as needed. We have added a credit to the customer's loyalty card ending in ***** The credit can be used towards in-store or on-line purchases.

Regards,

Kroger Co.
Initial Complaint
Date:04/08/2023
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.
krogers called hung up, went to pick up meds they said i was banned in 2019 then she said 2days ago? **? i was banned? they made that up just like most things in usa made up. , i was getting meds from rite aid and was not living in cincinasty.said a tech banned me i want names and dates as they called hung up no other store had banned me except for racist norwood. these ppl need to grow up as i know living in a racist city its bound to happened even in 2023, what a sloppy mess .you ppl made it up so now deal with it.is this why my hipaa breached? they stole monies off my card after i gave them cash i called they fixed it but this is embarrassing and i will embarrased the kroger co online. mortified this is only racist behavior.i been shopping for 39 years for what? i want all evidence because they need to prove it. and the tech her/ his names as well. still me.
Business Response
Date: 04/18/2023
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: 04/23/2023
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.

Regards,

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

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The Kroger Company is NOT a BBB Accredited Business.