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 has 1422 locations, listed below.

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  3483 Towne Blvd Franklin, OH 45005

• 

  The Kroger Company

  6020 Chambersburg Rd Huber Heights, OH 45424

• 

  The Kroger Company

  2730 E Main St Springfield, OH 45503

• 

  The Kroger Company

  1125 W State Boulevard Suite 1 Fort Wayne, IN 46808-3186

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:04/03/2023

  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 was inside of the Kroger store on I-55 and I tried to pay for a money order and I was refunded service cause the lady told me I didn’t have an address to give her. I gave her an address and still was refused service.

  Customer Answer

  Date: 04/04/2023

  The address to the Kroger store is located on I-55 North in Jackson Mississippi.

  Business Response

  Date: 04/05/2023

  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.  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:04/03/2023

  Type:Customer Service 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.

  Went into the store after 10:30PM to purchase medicine for an embarrassing circumstance and i was trying to be discreet about it. I was having trouble paying at the self check out with my card. The young lady on duty was Molly. At least that's what I was told by Steve, That was her name. She called another guy named Steve over and i told her that i dont need an audience, at this point my whole trying to be discreet is out the window. I told her that I was going to the car to get another card and that I would be right back. She took my item out of my bag and place it on the counter on purpose to embarrass me even more, I'm highly offended and outraged by this and I wanna make a formal complaint against Molly if that's her real name and I need someone in management to call me immediately. I will be filing a BBB complaint about this.

  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.

• Initial Complaint

  Date:04/03/2023

  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.

  Yesterday, I placed a pickup order from Kroger on ********** *** in *** ***** ******** for a 4:00pm pickup [order: *******************]. Before I went to the store, I checked the order at kroger.com. Kroger.com showed the order was ready for pickup. I was there at 4:30pm, but the order was still not ready. I never received an e-mail that it would be late. It sounds like Kroger needs to pay its employees a living wage, so it can hire more.
  
  I contacted Kroger yesterday, 4/2/23, but was ignored.
  
  This is the second time with an issue recently. I'm still waiting on a Kroger delivery order from weeks ago.

  Business Response

  Date: 04/04/2023

  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. The store and also a member of our Executive Team have tried to reach out to the customer so that we may resolve this matter swiftly.  We ask the customer to contact our office at ###-###-#### so that we may resolve this matter for them.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/05/2023

  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.
  

   

  My order is STILL not at my door, days later.  Also, some of the coupons have now expired, so I cannot re-place the order even if I wanted to.
  

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

  Business Response

  Date: 04/07/2023

  We apologize to the customer for any frustration this has caused,.  A new pick-up order will need to be processed. We have added a token of appreciation to the customer's account to use towards the next in-store or on-line purchase.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/07/2023

  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. My order is STILL not at my door.  I have received deliveries from Kroger before, so Kroger is lying that it cannot deliver the order.
  
  
  Regards,
  
  
  
  ******* ********
  

  Business Response

  Date: 04/10/2023

  We do apologize to the customer for any inconvenience or frustration this may have caused.   A new order would need to be placed on-line and delivery would be chosen as the receiving method.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/02/2023

  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.

  Currently I am prescribed a schedule ii substance (*******) for diagnosed ADHD which I have been taking daily for the past 8 years. I have monthly doctor appointments and have my prescription filled at the same pharmacy. This month i was told that they had a shortage again and that they could only give me a partial fill for the amount in stock which was 12/30 pills. I called multiple times to ask about the rest of the prescription before filling it to make sure i could have the best possible outcome, and before filling it, was told the following from different employees/pharmacists: 1. I would need to have my doctor sent in a new script for the remaining amount, 2. I would have to bring in the physical bottle after the amount they dispensed had been used completely and 3. by accepting a partial fill i would forfeit the remaining amount of the prescription and would need my doctor to sent in a new one. I communicated that I cannot speak directly with my doctor without an appointment and getting a new script from my doctor would require a new appointment to be set and paid for which would only be available a few weeks later AND that the benefit i have which reduces the medication cost from $700+ to $0 is only useable once per month which would not cover a 2nd new script even for a partial refill. Seeing as i would be unable to afford the cost of a 2nd script out of pocket I thought i had no other options than to wait till my next appointment and suffer through the horrendous withdrawal effects which would happen quickly after sudden cessation and potentially cause further downstream consequences including having to call-off from work, not feeling well enough to attend college courses and negligence of my own physical/mental health. I was exploring my options online and came across some relevant information in the Code of Federal Regulations particularly in Title 21 section 1306 which indicates "The partial filling of a prescription for a controlled substance listed in Schedule II is permissible if the pharmacist is unable to supply the full quantity called for in a written or emergency oral prescription and he makes a notation of the quantity supplied on the face of the written prescription, written record of the emergency oral prescription, or in the electronic prescription record. The remaining portion of the prescription may be filled within 72 hours of the first partial filling; however, if the remaining portion is not or cannot be filled within the 72-hour period, the pharmacist shall notify the prescribing individual practitioner. No further quantity may be supplied beyond 72 hours without a new prescription”I was not once told during any of the conversations i had or when i picked up the partial prescription that i had 72 hours to come in and have the rest filled and was given blatantly incorrect information which now because being beyond 72 hrs voids the script. Further more, i have been repeatedly told across the board that a schedule ii medication script is not transferrable to another location (Even another pharmacy in the same network that does have it in stock) and as a result have had multiples times where i had 0 medication to take until they had stock or my doctor made a new script to send to a alternate pharmacy. According to the CRE, namely Title 21 Section 1306.15 "Prescriptions for controlled substances listed in Schedule II may be transmitted electronically from a retail pharmacy to a central fill pharmacy including via facsimile…”. Never once when i asked to have a script transferred had i ever been told or even suggested to have a script transferred to a central fill pharmacy even during COVID when the shortage for this medication lasted months.

  Business Response

  Date: 04/19/2023

  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: 04/20/2023

  Better Business Bureau:
  
  
  
  Attached is the signed HIPPA form and the following information as requested:

   Has the company addressed the issues of this dispute?  No
       * If not, why?  I received a response from Kroger and they did NOT acknowledge the issue I raised and said "I received the wrong medication' which is not why this dispute is being submitted. They have not acknowledged the issue and have not contacted aside from this 1 email.
       * If an offer of resolution was made, has the company fulfilled the proposed offer? No resolution offered.
  
  
  
  Regards,
  
  
  
  ***** ***** **
  
  

  Customer Answer

  Date: 04/21/2023

  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,
   ddressed the issues of this dispute?  No

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

  Has the company a     * If not, why?  I received a response from Kroger and they did NOT acknowledge the issue I raised and said "I received the wrong medication' which is not why this dispute is being submitted. They have not acknowledged the issue and have not contacted aside from this 1 email.
       * If an offer of resolution was made, has the company fulfilled the proposed offer? No resolution offered.
  
  Regards,
  
  ***** ***** **

   

  Business Response

  Date: 04/27/2023

  Our Pharmacy Management team has been made aware of this matter and the customer issue has been addressed.   We appreciate the assistance of the Better Business Bureau.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/02/2023

  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.

  On Saturday 4/1/23 my wife ******** ******* placed an order with the Kroger app for a delivery to our house. We are a Kroger + Loyalty member (last 4)#****. The order shows delivery to our address, **** ******** ******* ******* ***** ** *****. The first odd thing we noticed was the order was filled at a Kroger far away from our house at their *** * ***** *** **** location instead of the **** * ****** **** **** location across from our house. Next the order shows delivered and we are charged, but there were no groceries delivered to our house! We immediately went online and disputed the delivery and it was rejected. Then we called customer support and they were closed for the evening. On 4/2/23 we called the delivery support again. They took our complaint and said it would be 7-10 days to complete their investigation and issue a refund if approved. $350 was stolen from us! My 4 children were relying on that food for the next 2 weeks! So then I called the Kroger store at *** * ***** ***. The store manager was completely unempathetic. He did not try to make anything right or use his power to restore the Kroger image. Kroger needs to immediately repay our stolen money, AND they should be held accountable if they force our children to starve!

  Business Response

  Date: 04/05/2023

  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.  The refund was submitted and expedited on 4/2/2023.  The refund should show back on the customer's original form of payment within 3 business days.  We truly apologize for any frustration this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/05/2023

  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.

  So let me get this straight. Kroger's delivery driver stole our groceries. Then Kroger doesn't immediately refund our money same day. Then I have to waste my time reporting this to BBB and the only thing you do is apologize and say you authorized the refund! You were going to refund the money regardless. Frankly I'm very disappointed in this response from a Kroger corporate executive team. I want our $99/year Kroger+ subscription refunded as well. Completely unacceptable for me to have to use BBB to get my stolen money/groceries back. 
  
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

  Business Response

  Date: 04/12/2023

  Please be assured that your concerns about your experience have been shared with our management team and provide us with the opportunity to evaluate and address these matters so that we can provide the best experience possible.  We have added an additional credit to the customer loyalty card ending in ****.  We truly apologize to the customer for experience that was had.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/02/2023

  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.

  I am a regular customer at Fry's Food. That's the grocery store I would visit ever since I was a child. The regular store I visit these days Is store#**, located at **** ** ******** *** ******* **. Due to how understaffed this location is, we usually chose to go through self-checkout be less a burden to the store & staff.
  
  The clerk that was on shift tonight (04/01/2023; @ 8PM), covering the self-checkout area was rather rude, asking if we had scanned items that we had clearly scanned while she was looking right at us. This not only embarrassed myself & family it held up the progress of the line. The clerk went on to get in front of me to check the computer to see if some items in fact were scanned. Once the clerk confirmed the items were scanned, she did not offer any type of apology. The clerks actions clearly insinuated we must have been stealing on our grocery bill. At the end of the transaction, our total bill was well over 100 dollars prior to entering our phone number we use for VIP points ###-###-####. If Kroger/Frys Food were to check the amount of money we spend at Fry's as regular customers, I'm sure an apology would be forthcoming then. I understand the store may have an inventory/theft problem at this location, however singling us out as the clerk did tonight was wrong, and even further wrong to not offer an apology once the scanned product was confirmed to be accurate.

  Business Response

  Date: 04/05/2023

  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.  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: 04/05/2023

  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.
     We are unsure to visit Fry’s for any futures grocery needs until we receive an answer they have advised they would be forthcoming with. 
  Regards,
  
  
  
  ***** *********
  

  Business Response

  Date: 04/10/2023

  Store management has reached out to the customer and the issue has been resolved.  We appreciate the assistance of the BBB.  
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:04/01/2023

  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.

  On 3/17/23 I placed an order for delivery Kroger's took it upon themselves to duplicate the order to take an unauthorized charge of $211.99 out of my account. I have called Them since I returned the unwanted groceries, they promised to refund my account the unauthorized charge. They have Yet to do it, the only thing they have given me is the receipt for the return of the unwanted groceries and false promises. I can not believe one thing that they tell me I've spoken to several times reps they all promised my refund would be in my account by the 1st of April Its not. I want this resolved ASAP and refund for my Boost membership I hate that I ever bought I I had problems with delivery and refund in February and now this mess I want no part of Kroger's leave a bitter taste in my mouth. Get them out of my life Please. I'm done with them.

  Business Response

  Date: 04/03/2023

  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.   We truly apologize for any inconvenience or frustration this may have caused.  The refund has been re-submitted and expedited for the customer as of 4/1/23.  Please allow 3 to 5 business days for the refund to show back on the customer's original form of payment.

  Regards, 
  

  Kroger Co.

  Customer Answer

  Date: 04/03/2023

  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: 04/04/2023

  I would like to a refund that I'm owed and I purchased the boost to use to have my groceries delivered; On February 02/6 I ordered groceries Kroger's delivered Somone's else's groceries to my home had me  in order for me  I had to reorder my groceries and go through similar situation.   to get my money back Kroger will not simply refund money.  Now once again they mage another mistake and I have to go through a cobweb to get my refund.   I purchased boost for convince I had Brain tumor and driving is limited at times but Kroger's is making this more difficult and stressful than I need .  Please there too many other serves I can use with less stress.    

  Business Response

  Date: 04/06/2023

  We do apologize the customer for any inconvenience or frustration this may have caused.  The refund has been processed and should show back on the customer's original form of payment by 4/7/23.  

  Regards, 

  Kroger Co.
  

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service 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.

  Formal complaint against a manager Elvis at the following store:
  Kroger
  *** * **** *** *********** ** *****
  3/29/2023
  I have been a customer for many years. I am a senior citizen (73) went to return a shampoo ($4) that I bought, but forgot the receipt, the manager (Elvis) was very rude and yelled at me along with his employees that (You don't come here without a receipt anymore.) This made me terribly upset that big corporations like yours have such bad hiring, especially managers of the stores that are in front of the customers. This employee should be investigated, and appropriate action taken. There are other ways to talk to customers, especially if you are talking to a senior citizen that is 73 years old.

  Business Response

  Date: 04/03/2023

  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 for the experience that was had.  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:03/30/2023

  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.

  On March 13 2023 I logged onto the Kroger app wanting to check into getting a Kroger Boost membership. At that time I signed up for a trail membership and agreed to an annual membership at an advertised cost of $0.10 a year to be charged to my card on April 13, 2023. However I logged back in the app today the cost of the annual membership is changed and will now charge me $99 on April 13. I tried contacting Boost membership customer service and hung up on by the first representative I spoke. I called back requesting to speak with a supervisor named ***** who was then dismissive and bottom line called me a liar. I have attached several screenshots proving the price Kroger advertised and agreement of the annual membership.

  Business Response

  Date: 04/07/2023

  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.  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

  We apologize to the customer for any inconvenience.  Upon further review, $42.79 if the credit was used on 5/3/23.  We apologize for any confusion this may have caused.
  
  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,
  
  
  
  *** ******
  

• Initial Complaint

  Date:03/29/2023

  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.

  My wife and I have a 4 month old daughter and my wife has been struggling to produce enough milk to feed her. According to her doctor, she is not getting as much nutrients as she is supposed to, so they recommend that we supplement with formula. The gave us a sample of the formula and on the way home I stopped by Kroger to see if they had some in stock. They had 4, so I purchased them using almost everything in my checking account. I needed to secure future food for my daughter. I gave my daycare the formula to give to my daughter and she had an allergic reaction to it. I called Kroger and the informed me that I could return the products as long as it wasn’t WIC. It also says on their website that they accept formula returns. I went today to do the return and they denied me…. I can’t afford to feed my daughter because of this. I had a panic attack inside the store, so my wife had to come in with my baby, who still has the allergy rash on her face. They denied her. I don’t know what to do.
  
  I purchased the formula on 3/23/23. I need a refund so that I can buy formula for my daughter that she isn’t allergic to.

  Business Response

  Date: 04/06/2023

  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.  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.