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.

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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:03/22/2023
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.
frys food (kroger) posting weekly ads that does not include all the details. example : digital ad coupons... new weekly ad: states ******** 1.99 use digital coupon... so you would assume you would get that price. but some of the coupons are for a one time transaction use within a 2-4 week period. THE WEEKLY AD DOES NOT STATE THAT. SO YOU ASSUME YOU ARE GETTING THAT PRICE.. if you don't check your receipt you would not know you are being deceived. another issue with the website: if you try and search the digital coupons that are in the weekly ad...you can't find them...you get a message that states: sorry can't find that....false advertising.
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. Thank you for bringing this to our attention. Upon review, I see the customer contacted customer service on 3/24/23 regarding the sales and coupons. The customer's account was reviewed and some of the coupons were already downloaded, some coupons were already redeemed, and the customer service associate assisted in helping to locate other coupons the customer wanted to download on the account.

We appreciate the customer's comments and at this time we have addressed their concerns. We have nothing further to add and request that the complaint be closed out.

Regards,
Kroger Co.
Initial Complaint
Date:03/21/2023
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.
$119.00. This is my store credit that was not applied to my last Kroger ********* order. I was sent a summary of my order as $171.71 with $133 in savings for a total of $59.74. They are now charging my bank with $187.69. I have been trying since Sunday 3/20/23 to get this corrected. Not one department that I was sent to has helped me. I have been transferred about 12 times since 3/20/23 and given a phone number that I was told the digital depart was the only dept that could help me get my store credit. That phone number did not work. I have been fighting this business since 12/2022 to get money refunded to me. All of it dealing with on line orders. They said they COULD NOT give me a refund only store credit now I can’t get my credit on my last order but I have an email where Kroger applied my money. Kroger has a horrible customer service ratings and now I know why. I want my full credit refunded to my bank. I’m done with this business.
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. We are committed to providing you with the best service possible. Your comments have been shared with our internal management team and provide us the opportunity to evaluate and address these issues. The refund for the order was submitted on 3/29/2023. Please allow 7-10 business for the refund to show back on the customer's original form of payment. We truly apologize for any inconvenience and frustration this has caused.

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 ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** ******
I added my comments and hit done but then it would not let me send.
When I get my money with no restrictions then I will accept their response but won’t promote Kroger again.
I have tried contacting them and I am getting the same delay tactics as before. No one I speak with has the ability to even see what is going on with my refund. I get transferred to other depts and then either get disconnected or no one ever answers.

Business Response
Date: 04/13/2023
The refund has been processed and should show back to the customer's original form of payment within 3 to 5 business days. We apologize for the delay and any inconvenience this may have caused.

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 find that this resolution is satisfactory to me.

As long as the deposits go through my bank. As of now they are pending.
thank you

Regards,

**** ******
Initial Complaint
Date:03/19/2023
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.
For the 2nd time, Kroger has either lost my online grocery delivery order or have not delivered it at all. Each time, I’ve had to spend hours trying to resolve. Most recently, 3/19/2023, I placed an online delivery order with a scheduled delivery time of 5:37-7:37PM. Around 7:30 PM, I went to the Kroger app to check on it. The order showed in progress and could no longer be modified. I called Kroger and spoke with a couple employees. I eventually spoke with the manager. She told me there was nothing she could do. She said that the responsibility lies with Instacart. She said she had no way to even look up my order. So I contacted Instacart and they told me they would schedule a delivery person. Keep in mind, this is now 10:00 PM. So now they’re delivering the groceries tomorrow morning. Some of these grocery items are needed for my daughter’s lunch in the morning. I’m tired of my orders getting messed up and having to spend countless hours to get them resolved. Even after all of the time I have to spend, Kroger only offers a small credit gift or refund. I think in times like these… Kroger and/or Instacart should give me my groceries for free. Customer service means nothing today. I shouldn’t have to worry about finding groceries until 11 PM at night when I have to get up at 5 AM the next morning.
Business Response
Date: 03/28/2023
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 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 implementing best practices to ensure the orders are delivered in a timely manner.

We are committed to providing you with the most enjoyable experience possible. 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: 03/28/2023
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.
I’d like to add that since this past occurrence, I tried to order groceries again yesterday. Just a small order but 6 items were missing. I was able to resolve that and then placed another order for the missing items. That order was for some reason canceled. A Kroger agent told me all items weren’t in stock. Another agent told me it was because of a system outage. Not sure which answer was truthful but the items were definitely not out of stock. So I got that order resolved and then placed another order for the original 6 missing items. After my 3rd attempt, I received delivery.

Regards,

******* ********
Initial Complaint
Date:03/19/2023
Type:Product 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.
On march 17th went to go pick up my groceries from krogers and when I got home my 4 year old ask for his cheese balls so I gave him the jug I took off the wrap and just gave it to him, and I realized he was gagging and throwing up and that was the only thing he ate, so I took the jug and the smell was unbearable made me sick of my stomach. And I looked for a a date on it and it read Nov /08/2021 . And tried several times to contact someone and only one response was is that I reached the wrong department. My grand baby stayed sick all day and night. I want a refund and compensation for pain and suffering. His tummy still hurts him. I have my receipt and the jug of cheese balls.
Business Response
Date: 03/28/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Thank you for bringing this to our attention. The customer’s comments have been forwarded to our Risk Management team for review and follow up. Risk Management has handled and tendered it over to the Supplier. We are expecting the Supplier to contact the customer and resolve accordingly. At this time, we have addressed their concerns and have nothing further to add.

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 ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** *****
I never knew y’all emailed me. There was a death in the family and I had no internet. And no the problem was never resolved

Business Response
Date: 04/20/2023
The Supplier will be contacted to contact the customer. The customer's concern is under review and will be handled by the Supplier. We appreciate the customer's comments. We appreciate the assistance of the BBB.

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.

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,

****** *****
No one has contacted me what’s so ever.

Business Response
Date: 04/24/2023
The supplier will contact the customer. The customer's concern is under review and will be handled by the supplier. We appreciate the customer's comments. We appreciate the assistance of the BBB.

Regards,
Kroger Co.
Customer Answer
Date: 04/26/2023
The business has yet to notify me on this matter.

Regards,

****** *****
Customer Answer
Date: 05/01/2023
I haven’t heard anything from krogers at all.
Initial Complaint
Date:03/18/2023
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.
Hi, I attempted to call the Kroger store in North Little Rock on Mccain during the 7pm time, and did not receive an answer after the second time I attempted to call which lead me to believe that they were not answering the phone on purpose. Who would believe a phone at any store would ring over 10 minutes without a pickup after there was a pickup the first time I called right before this call. The first call, I waited about 30 minutes with no chance to speak to a manager. An employee picked up the phone around 2 times informing me that she will page the managers to pick up, but still no manager. I waited and waited. The fact that I did not have an answer my second time calling after I was hung up on the first time highly suggests I was left to wait for nothing the entire time and the employee who did answer at first likely wanted me gone. How would they not be able to answer the next time I called..
Business Response
Date: 03/21/2023
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 the experience that was had by the customer. Your comments have been forwarded to our Upper Management team for review and contact. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:03/17/2023
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 purchased $146 worth of groceries and I paid for the groceries with my food stamps and with my bank debit card. The split was $74.13 paid with my stamps and 72.50 I paid cash.

I needed to return everything so I went back the next day with receipt in hand and when I did for some reason they returned me only 134 dollars and it all went to food stamps. The store failed to return any of my cash that I paid. I showed the receipts to the store manager and he couldn’t figure out why I was returned only 134 (when the total was 146) and why all in food stamps when I also paid cash. I think this is not fair to me. The store manager went through both receipts and the items are accounted for.

I even talked to my bank chase and they won’t help me. I returned everything and have my receipts. I just want what’s fair which is my 72.50 back OR they owe me 72.50 of groceries.

What I fail to understand is why this is so complicated. I returned all the items with my receipt and should get my money back.
Business Response
Date: 03/23/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Thank you for bringing this to our attention. The customer comments were shared with our upper management team for review. Once reviewed, we will follow-up with you.

Regards,
Kroger Co.
Initial Complaint
Date:03/16/2023
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 purchased groceries from Ralph's. However, the bagging assistant forgot to put one of my bags in the cart. I am now missing several items from my grocery order. When I contacted Ralph's they refused to refund me for those missing items saying I had to come into a Ralph's location (as they had the items stored in a freezer).

I am traveling and find this suggestion illegal and inconvenient and would just prefer a refund for the missing items (since they admitted to even having it in their freezer). It felt like the managers were trying to cover up for the mistake rather than address my concerns as a customer.

The manager and person I spoke to were also incredibly rude, unprofessional, and definitely did not want to be bothered by my phone call. Apologies, but it's not my fault Ralph's made a mistake!

Missing items requesting a refund for:
**** ****** (x2)
** ******** ****** (x1)
** ***** ****** (x1)
******* Gum (x1)
Business Response
Date: 03/17/2023
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. A refund request has been submitted for the missing items. Please allow 7 to 10 business days for the refund to show back on the original form of payment. We do apologize for any inconvenience this may have caused the customer.

Regards,

Kroger Co.
Initial Complaint
Date:03/16/2023
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 shop for groceries at Kroger. Due to health issues I use an electric cart. The store is brand new but the electric carts were brought from old store. Carts have broken pieces (fenders, seats, hand grips) and batteries that do not seem to hold a charge long enough to shop. I have taken pictures of the damage and have contacted Kroger corporate both by phone and email. I was assured the issue would be addressed but have seen no change after several months. I have been stranded several times by a dying battery that seconds before indicated a full charge. With Kroger not fixing/upgrading their carts it feels like Kroger does not value their elderly and disabled customers. One time I was stranded 3 times by dying batteries. Another time I had 2 carts die on me and had to leave the store because there were no more working carts. I have pictures I can send.
Business Response
Date: 03/17/2023
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. Your concerns have been forwarded to our Upper Management team for review and further investigation for resolution. Once reviewed, we will follow-up with you on this matter. We truly apologize for the experience had by the customer.

Regards,

Kroger Co.
Initial Complaint
Date:03/16/2023
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.
In simple words, I was charged for money that I didn’t receive therefore I want my money. I don’t know where the problem occurred but I do know that someone has to pay me my money. Also because of all of this, it’s really put me in a horrible bind so please asap help me!
Business Response
Date: 03/16/2023
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. Upon further review, the transaction was voided by the store and there is no charge in our system for this amount. A pending hold is usually released by the customer's financial institution within 3-5 business days. If there is still a hold on the account after 5 business days, please contact our Kroger Customer Relations Center at ************ for further assistance. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/16/2023
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,

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

* *on’t concur because I was notified that I was charged and I didn’t get any money for this $361.50 charge. I want/need my money that is do to me asap!
Hello again this is Christiana again informing you that this employee is the reason why we didn’t get any money. He never mentioned a [VOID] or anything m, & just a decline. The CASH App approved the amount being $361.50 then the employee named ********* instantly voided athe/this completed transaction. This is why in the merchant’s system only calculated as 1 declined transaction. My bottom line is that the merchant/Kroger has to pay me due to their employee neglect/theft!
Business Response
Date: 03/28/2023
A pending hold is usually released by the customer's financial institution within 3-5 business days. If there is still a hold on the account after 5 business days, please contact our Kroger Customer Relations Center at ************ for further assistance. We truly apologize for any inconvenience this has caused.

Regards,
Kroger Co.
Initial Complaint
Date:03/16/2023
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.
Last year I was a customer at *** ******** *** ** **** *** **** ***** ****. I was shorted my medication by the Pharmacist: ******* ** ********. But *** Pharmacy did nothing about it. I was upset, so I switched to Kroger Pharmacy: *** ** **** *** ***** ****. Your Pharmacy girls failed to fill several of my medications, so they made me miss a whole month of medications. I called the girl and did not state her name on the phone but, she told me that they were too busy to fill my prescriptions & I should go back to *** Pharmacy. So I did just like she told me because I don't have time to not get my medication. So now the pharmacist at *** Pharmacy has shorted my medication again, 100 pills. They didn't do anything so I switched to ******* Pharmacy in ***** ****. When I called to check on my prescriptions, there was a HIPPA Violation. The girl started giving information & never even asked for my DOB. Then when I went to pick up my medication. The girl in the Pharmacy put all my medications in a bag. But she left one on the counter. I said: Is that my medication? She looked down & said, OH YES, I'M SO SORRY ABOUT THAT!! This is no mistake. ******* viewed the security tapes & sent me a check in the mail. These Pharmacy girls are working together in a CLICK. It's called BULLYING. It is also INSURANCE FRAUD. These girls are sick in the head & need to get a life! I deserve to be treated with respect just like the other customers. I am a Black Female. I want to talk to someone to stop this abuse at Kroger Pharmacy in ***** ****. I have talked to ******* & *** Pharmacies & they have listened to my concerns & are taking steps to correct this behavior. They both have sent me a check in the mail to compensate for the abuse I have endured. Please contact me. Thanks
Business Response
Date: 03/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We want to assure you our company operates with honesty and integrity; it is not our intention to confuse or frustrate our customers in any way.

So that we may best address your concern, we will need the correct street address for the Pharmacy location you're referencing. The address provided is not a Kroger Pharmacy location. Please respond with the location(s) details of the store you visited, including the city, state and zip code. We look forward to hearing from you soon. Once received, we will review and follow-up on your concern.

Regards,
Kroger Co.
Customer Answer
Date: 03/21/2023

The location of the complaint is Kroger Pharmacy ***** **** *****

Business Response
Date: 03/28/2023
The customer comments were shared with our upper management team for review. Once reviewed, we will follow-up with you.

Regards,
Kroger Co.

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The Kroger Company is NOT a BBB Accredited Business.