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

1,646 total complaints in the last 3 years.
540 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/29/2023
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.
Went to the store and brought a hummus product of the wrong flavor. Realized my error after I checked out. Went to ask if I could switch it out for the correct type which was of the same price. Was told that I couldn't do that since I already bought it. It is almost a six dollar item and store acted with predatory business practices in not allowing me to replace product. Terrible business practices and customer service.
Business Response
Date: 03/31/2023
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 have added a credit for the item to the customer's loyalty card ending in **** to be used towards their next in-store or on-line purchase. We truly apologize to the customer for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/31/2023
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:03/29/2023
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 purchased groceries online using the Kroger app. My groceries were purchased by the shopper but not delivered. I was charged $200. After 30 min on hold and speaking with multiple employees at Kroger customer service I was told I would get a refund in 10 business days. That’s 2 weeks without groceries while they hold my $200.
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 have submitted the request to have the customer refund expedited. Please allow 3 to 5 business days for the amount to show back on the customer's original form of payment. We truly apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Initial Complaint
Date:03/28/2023
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 Saturday 25 march 23 i placed an online pickup order through the frys app. On monday 27 marchb23 i looked at my bank account and it was a negative balance. I looked in the transactions to see why and saw i was charged twice by frys. Aprox a total of $480 dollars. I have inquired with customer service and told it was probably a gliche an should fall off my account in 3 to 5 business days. This has finacially impacted me in a serious way. I am incuring bounce fees and i have no money until this fixes itself. No one notified me an no one tried to make this right. I am very upset. Being paycheck to paycheck this is a huge negative impact and very stressfull for me. It has caused me to not be able to take care of bills and other things i needed to. I called my local frys store when i first noticed this and was talked to unprofessional an blown off once i came in.
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 apologize for any frustration this may have caused. The customer was assisted by our Customer's Relations Center and provided with the authorization code of ****** to provide to the bank to have the hold removed from the account. If the customer should need further assistance, we ask that they contact our Customer Relation Center at ************. We have added a credit to the customer's loyalty card ending in **** to use towards the next on-line or in-store purchase. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Business Response
Date: 04/10/2023
Please accept our sincerest apologies for the experience had. Credit has been added to the customer's loyalty card ending in 4760 to be used towards the next in-store or on-line purchase.

Regards,

Kroger Co.
Customer Answer
Date: 04/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is not satisfactory to me but im tired of dealing with this. I am out over $100 dollars to Fry's and their credit was $45. They double charged me which caused bounce fees on 4 items that came through my account that day as well as paying 2 bills late. This is the 3rd issue now i have had with them in the last 6 months.

Regards,

***** ********
Initial Complaint
Date:03/27/2023
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.
On a previous day of the month of March, and on the evening of the 27th of March 2023, a female Smith’s Clerk demanded of me a copy of my driver’s license to purchase a bottle of wine. I am of 50 years of age, but when she viewed my ****** State ID clearly, she then scanned it, without my permission or consent. This scan, according to the State of ******, contains detailed information about me to include Name, address age, physical description along with other details. The law requires me to be of age (over 21) to purchase some products in the state of ******, which I am twice that and obvious by the date of birth on my license. This is an obvious invasion of privacy, and not legally standing. Will I be informed of any data breach by this company who now has State required information of me? After consultation with a legal-authority, it was pointed out that this potentially stored PRIVATE information raises three questions. Is the information secure? Will the customer be notified if there is a data breach? And what does the retailer plan to do with that valuable information? I did NOT give permission for this to be scanned. It was scanned without my permission, as the clerk flipped the license and quickly scanned it. I followed by asking the clerk to please file a complaint with the store, in which she rambled that I needed “to call the governor”. I ask if I could be removed from this unlawful imputation of my privacy, and this was also thwarted by some incoherent bumbling about delivery of groceries. I go to buy groceries and at times things permitted as an adult. I do NOT go there to willfully have my privacy violated, without my permission. There is NOT another store in this county (Elko) that I have found that does this. Alternative clerks, at other stores such as Khoury’s or Walmart, clearly can read the date listed on the license and calculate numbers (age) apparently. The Time stamped on my receipt was 8:14PM,
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 are committed to providing you with the best shopping experience possible. Your comments provide us the opportunity to evaluate and address this matter. Cashiers will scan the back of the customers ID at checkout. This is done to speed up the checkout process and reduce the number of typos when entering dates of births. Data is not stored in our computer systems at all. However, if customers do not feel comfortable with the store scanning their ID, they can request that the cashier manually enter their date of birth instead. The customer's concerns have been forwarded to our Upper management team for review so, the issues can be addressed accordingly in order to improve future experiences. Thank you for bringing this to our attention.

Regards,

Kroger Co.
Initial Complaint
Date:03/26/2023
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.
Hello this is probably one of the worst experience. The order number is Order Number: *******************. Their customer service is worse than terminal cancer. I have ordered this more than 2 weeks ago and it’s still a charge on my account. I have not got anything yet from this order. Cannot contact them because they’re agents and customer service is worse than stage 4 terminal cancer. I requested to have this order cancelled a week ago. And it’s still not cancelled . I was promised by one of their cancerous agents that it was cancelled and they lied to me. And the charge for almost $500 is still o bay account. Order total- 463.95. This is by far r the worst most cancerous worse than stage 4 terminal cancer I have had with online ordering. And it’s still on going. They’re all frauds, take money from millions of people. This is company is a hoax, it’s cancer, it’s worse than stage 4 cancer and everyone who works for this company are worst than terrorists and worse than stage 4 terminal cancer. I demand a refund of my money and this order cancelled. People!! Attention, do not spend your hard earned money on these terrorists, they don’t care about you, they disguise as a company in order to rob people legally and get away with it. Do not learn from your own mistakes people. Learn from my experience from these terrorists. I demand a refund of the order and have the order cancelled that I never received
Business Response
Date: 03/30/2023
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. The customer's order has been canceled. Due to the items not being shipped, the customer's account was not charged. The customer may see a pending hold on their account for the order, but since the order will not be shipped, the hold will fall off of the customer's account. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:03/25/2023
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.
Twice in March I was charged twice on my debit card twice using krogers app pick up service. My debit card is charged a pre authorization (money removed from my account for 5-7 days) then charged again separately with a final authorization once I pick up. I have asked kindly that they follow the same
Practices as meijer, instacart and others, by modifying the pre authorization versus charging a separate order; they do not seem to understand how to do this. These issues only seem to happen 50% of the time, so I am confident it is a process issue within the store. I have tried to kindly inform them of this, but am instead rudely directed back to my credit card or told to just wait the 7 days. This time, I incurred an impact to my account severe enough where my credit union required a transfer to my savings. I am asking for the following: 1) a credit to my account for my time and inconvenience 2) confirmation and an explanation on why this continues to happen 3) how they plan to change their process to prevent this from happening again.
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. 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 for further investigation to ensure that we are implementing the best practices in this matter. We are committed to providing you with the best shopping experience possible. We have added a credit to the loyalty card ending in **** to be used towards the next in-store or on-line purchase. Your comments provide us the opportunity to evaluate and address this matter. Thank you for bringing this to our attention.

Regards,
Kroger Co.
Initial Complaint
Date:03/25/2023
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.
On March 25, 2023, I was returning some items, with one of them simply being birthday candles. They weren't opened nor used so I'm having a hard time understanding why, when I came in to return them to customer service desk, a associate by the name of Netta would not give me a refund. The candles were .99 each and I just wanted to return them. When trying to show her my receipt of the candles, Nettie refused to even look at my receipt and told me to wait for a manager, then, before she walked away from the customers service desk, leaving me just standing there. I asked her, why do I have to wait for a manager to refund me for 2 candles??? When, she returned to the desk, l asked her AGAIN, numerous of times on why she couldn't just simply refund me, she did not answer me. She ignored me again. The manager came and looked at my receipt, exchanged out some items and then refunded me for the candles. I then, asked the manager, on why did Netta have to called a manager just to refund me on 2 candles and she also ignored me as well. I asked this simple question like 5x and still did NOT get an answer and I still don't understand why they made a big issue over something so simple.
Business Response
Date: 03/29/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We truly apologize for the experience that was had at the store. 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:03/24/2023
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.
We used the outside pick-up. We paid for our groceries in the shopping app. When we went to pick them up the cashier asked for the last 4 numbers on our card. Three days later we are over drafted at our bank. Krogers hit our bank account 3 more times. They are refusing to give my money back
Business Response
Date: 03/30/2023
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: 04/05/2023
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.

Regards, I have overdraft fees from Kroger taking double payments out of my bank account without permission. They got paid then hit my account 2 more times.

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

Business Response
Date: 04/05/2023
Upon review, I see the following order number ******************* referenced, the customer was only charged one time based on Kroger records. The Kroger records do not show the customer was charged three times. If the customer is showing that the charges came out three times, they would need to dispute with their bank.

Regards,

Kroger Co.
Customer Answer
Date: 04/06/2023
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,I've got proof I'll go to the bank and have them print it out.

******* ********
Business Response
Date: 04/07/2023
If the customer is showing that the charges came out three times, they would need to dispute with their bank.

Regards,
Kroger Co.
Initial Complaint
Date:03/24/2023
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.
ASIAN HATE IS SYSTMETIC EGREGIOUS
AT THIS PHARMACY - rude and just cruel.

3x in a row now that this king soopers on Arapahoe and Holly. 5050 E arapahoe road.80121 does not follow instructions from my provider to fill prescription even tho the doctor says I have refill. The pharmacy tech ****** here is unethical, immoral and evil. I will also FILE A COMPLAINT to DORA and DPO. I am without prescription and may have a seizure today. The doctor of mine and this pharmacy does not take accountability and mindful of patients well-being.
Business Response
Date: 03/29/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We truly apologize for any inconvenience this may have caused. The customer will receive no further contact as requested.

Regards,

Kroger Co.
Customer Answer
Date: 03/29/2023
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.

Regards,

*** ******
NOPE ON BOTH QUESTIONS!
I AM SICK AS ND HAD TO GO TO ER, now with a huge bill.
Business Response
Date: 04/11/2023
We appreciate the opportunity to address the customer’s concern with the assistance of 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:03/22/2023
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.
3/8/23 @ 6:17 pm picked up 3 scripts=31.25$ @ the * ********* **** ***** ********** ** pharmacy location
3/22/23 @ 3:22 pm picked up 2 scripts=$2.00 @ *** ******** *** ********** ** pharmacy location.
I called the ***** ********** pharmacy to ask them why they didnt bill my medicaid insurance but instead 1 said BILL TO*********** and the other 2 says BILL TO:************ ********. the lady said they didnt have that info and put me on hold. She came back and said since it has been longer than 2 weeks since i filled the scripts, they couldn't rebill my insurance. I confirmed that she did say 2 weeks and imformed her it had not been longer than 2 weeks since they were filled on march 8.Immediately she popped off with well its been right at 2 weeks our systems wont let us do it anyway and disconnected.They also gave me 31 pills instead of the 30 on one script.if it was 6:17 pm today, it would be considered right at 2 weeks but i contacted them at 4:16. I want my 30$ they overcharged me
Business Response
Date: 03/31/2023
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: 04/03/2023
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.
This shouldnt have been an issue. The pharmacy tech./assistant that took my call, informed me that it had been longer than 2 weeks since I filled my script, and it was too late to rebill my insurance. When I corrected her and reminded her it had been filled on 3/8, she still refused and said their system wouldnt let them do it anyway. It had not been 2 week, close but she was incorrect. The call was then disconnected, so I called corporate to complain. If they had done their job correctly instead of skipping steps to rush through my transaction, this wouldnt have happened and what shouldnt have happened is getting attitude from lady on the phone when i called her out on her mistake leading to her not making the issue right!

Regards,

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

Business Response
Date: 04/04/2023
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: 04/04/2023
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 attached my call log from when I called Kroger about their mistake and then calling corporate to report their actions. It will be 2 weeks on 3/5 @ 4:17 pm since i brought this to their attention, so i dont understand how this is still under investigation. And technically they wouldnt be rebilling my insurance since they didnt even have my insurance information even though they said they did . They didnt have my correct address either. The dr electronically submitted everything and checked to make sure insurance would cover most of the scripts. The would bill my correct insurance and refund me the difference!
Regards,

******* *****
Business Response
Date: 04/06/2023
A refund request has been submitted for the customer. Please allow 7-10 business days for the refund to show back to the customer's original form of payment. We apologize to the customer for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/08/2023
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 appreciate all of the help. I know it is only a few dollars to some but not to me. Again, I appreciate this more than I can explain!

Regards,

******* *****
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.

Regards,

******* *****
Problem:
I previously filed a complaint about this issue and I am complaining again to inform you of them still not providing a refund and charging me the incorrect amount. They have a discount on a prescription instead of billing medicaid like they should have to begin with. I want my correct refund. The one prescription needs to be 1.00$ like the rest! They should not have charged me but 3$. This all started on 3/8/23 and escalated on 3/22 when the rude pharmacy tech wouldnt make things right! I have included pictures of what their website shows vs the expense reports of what i paid. Also they just notified me I have a prescription refill ready that i wasnt aware of and the price reflects a discounted price instead of billing medicaid. But i never signed up for auto refill. I will not go back to this kroger because of this issue. Reminder they not only overcharged me, had my incorrect address info, incorrect insurance but they gave me more than the 30 pills one of the scripts calls for!

Desired Resolution:
Refund

Business Response
Date: 04/18/2023
We apologize to the customer for any inconvenience this may have caused. We are eager to get this matter resolved for the customer. Our Pharmacy management has reached out to the customer multiple times and left voicemails to provide resolution. There has been no response by the customer.

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 ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Funny thing, I don't have voicemail so no one at all, not even the pharamacy, can leave me a message. So that is a lie. And i tried to update my info with them when I called on 3/22 about this initial issue but the call was disconnected, i am pretty sure I noted that too in my initial complaint. When were these alleged calls made and messages left?

I can screenshot my incoming call log also, to show NO ONE from any kroger has called me. I have only received two text messages letting me know I have a Prescription ready.
This issue has gone on long enough and I will not be visiting the south charleston wv kroger pharmacy again due to this petty dishonesty.
I am overdue my refund. I would appreciate it if they would immediately fix this issue as they said they would over 2 weeks ago.
Regards,

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

Business Response
Date: 05/02/2023
Our Pharmacy Management was able to contact the customer and this issue has been resolved. We request the complaint be updated as resolved.

Thank you,
Customer Answer
Date: 05/11/2023
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, As long as my credit amount is accurate

Thank you for your attention

Regards,

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

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The Kroger Company is NOT a BBB Accredited Business.