Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

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.
542 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:03/16/2023
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.
Initial Complaint
Date:03/15/2023
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.
Feb 22 I placed an order online and the store canceled it The same day. I message them I believe the next day because I still seen the money pending in my bank account. The rep told me they hadn’t taken the money and the hold should come off. Then Kroger took the money and it became a completed transaction. Called Kroger. On Feb 27th The rep informed me that the previous rep never put in a refund request. So she did. Cool I am now sitting here March 16th without my refund. Everytime I call to find out about my money I transferred multiple times, reps refuse to get supervisors or supervisors refuse to speak with me. Or reps place me on hold and hang up. I have contacted my bank and they have no refund. No credit was offered except for the initial $10 for the 1st rep not putting in the refund.

This experience has been an overall fail And I still don’t have my money. I also do the shopping for my best friend's group homes and facilities. we frequently use Kroger but after this we will definitely have to use another company. Your company can’t be trusted with government funding.
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. 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: 03/16/2023
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,

******* ********
Business Response
Date: 03/31/2023
We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer's refund was issued back to their account on 3/16/23. The authorization code for this transaction was ******.

Regards,

Kroger Co.
Initial Complaint
Date:03/15/2023
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.
Originally purchased (on the Fred Meyer website) an artificial Christmas tree on December 21st but it was not delivered until after Christmas. It did work but the fiber optics flashed continuously, and this feature was not able to be changed. I have had some medical problems and not able to get to the store to return the tree until yesterday (3/13 Products could be returned within 90days, however.). I attempted to return the tree but Fred Meyer employees would not credit my account nor accept the tree because it was not listed in their system. I do have the e-receipt on my phone (which I could forward to you) with the Fred Meyer logo and the eighty some dollars that was paid on my credit card. However, they were right in saying there was no information about what product was purchased but I don't think that's the fault of the customer.
The main problem is that Fred Meyer (actually it's Kroger now) lets other businesses advertise on their websites and does not alert the customer of this arrangement which might lead to issues if there are problems with returns, damages, or ordering errors. Ideally, Fred Meyer should either vouch for any product it lists on their website, or at least, alert the customer of what to do if problems occur. This warning should be stated at the time of purchase. This is a common practice of large companies, and the consumer is the one that has little recourse, much less a refund.
I have not been able to upload the receipt but I will forward it to your email address. Thank you!
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. Please be assured that our company prides itself on integrity and we value our customers. It is not our intention to confuse or frustrate our customers in any way. The seller information of any shipped item is provided in the ship summary on our website. To request a refund the customer would need to log in to their account and go to My Purchases. This will allow the refund for the item to be requested through the seller. We truly apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 03/27/2023
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,

******** ***********
You know, mostly it is not about the eighty some dollars in refund, it’s about the confusing way business is done on line. I suspect this is a common complaint which results in aggravation and lost revenue for the consumer. Businesses let other sellers use their website and they may not have the same policies and standards as the familiar business you THINK you are buying from. Often, these variances are not stated at the time of purchase.

Business Response
Date: 03/30/2023
Please be assured that we in no way intend to aggravate or confuse our customers. The seller information of any shipped item is provided in the ship summary on our website prior to check-out. The customer's concerns will be shared with our Upper Management team for further review. We do apologize 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 have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******** ***********
Although Kroger says that other businesses’ policies are listed at the time of purchase, I saw no such information on the e-receipt that was sent to me by Fred Meyer. It didn’t even list the item that was purchased! (I did send a copy of the receipt to the Portland BBB ([email protected]) which should have been forwarded to your Cincinnati office.) Please see the attached.

I’m not wanting to be emailing back and forth on this issue, as I explained my primary concern in the email below. Am I satisfied with the result? No. But I think the issue is more pervasive and important than my 80 some dollars. It probably will require some systemic overhaul to address the ways consumers are defrauded by questionable business practices employed on the internet.

Sincerely,

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

Business Response
Date: 03/31/2023
The customer's concerns have been shared with our Upper Management team for further review. We do apologize for any inconvenience this may have 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 just received your email about how my case is closed and I remain dissatisfied. Not only have I sent (numerous times) my receipt from Fred Meyer that not only does not state what business I actually purchased the tree from, but does not even state what was purchased. However, they did (and my credit card statement agrees) record that the purchase price was accepted by Fred Meyer. I also sent a copy of Fred Meyer’s return policy which was 90days (The company that responded said their policy was 30 days but I had no information about that at time of purchase.)

The fact that I have received no refund is a secondary issue. My main complaint is that there is little regulation or protection for the consumer when purchasing products on line. Who are we buying from? Fred Meyer? Kroger? Or some other company? They obviously do not have the same reputation or policies when the consumer has an issue. Or they claim that the consumer was informed about these differences at time of purchase, but certainly, that was not true in my case. I would hope that the Better Business Bureau would do a better job in advocating for the consumer as I suspect that this happens frequently and the consumer has no recourse but to eat the bill.

Sincerely,

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

Business Response
Date: 04/11/2023
Please accept our sincerest apologies for your experience. I can assure you that your comments were forwarded to our internal management teams to ensure that we are implementing best practices to ensure our customers have the best shopping experience possible. We have added a credit to the customer loyalty card ending in **** to be used towards the customer's next on-line or in-store purchase. We apologize for 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 have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******** ***********
To whom it may concern:

I just received your email about how my case is closed and I remain dissatisfied. Not only have I sent (numerous times) my receipt from Fred Meyer that not only does not state what business I actually purchased the tree from, but does not even state what was purchased. However, they did (and my credit card statement agrees) record that the purchase price was accepted by Fred Meyer. I also sent a copy of Fred Meyer’s return policy which was 90days (The company that responded said their policy was 30 days but I had no information about that at time of purchase.)

The fact that I have received no refund is a secondary issue. My main complaint is that there is little regulation or protection for the consumer when purchasing products on line. Who are we buying from? Fred Meyer? Kroger? Or some other company? They obviously do not have the same reputation or policies when the consumer has an issue. Or they claim that the consumer was informed about these differences at time of purchase, but certainly, that was not true in my case. I would hope that the Better Business Bureau would do a better job in advocating for the consumer as I suspect that this happens frequently and the consumer has no recourse but to eat the bill.

Sincerely,

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

Customer Answer
Date: 04/13/2023
To whom it may concern:

I think these email are not being productive. I sent the receipt and a copy of the Fred Meyer return policy more than once and still you are requesting I send it again. Do you keep what is sent?

Also, since my secondary concern is the refund, you have not responded to my main concern: the practice of well-known businesses letting other businesses use their website, without the protection and policies that the well-known business provide. Either the well-known business should require the other business agree to the policies of the larger entity OR the customer should, at the time of purchase, be advised that this company has variant policies. This is a widespread practice and should be addressed in a systemic way. Perhaps this is why you have not responded to the main issue, as your focus is on individual complaints. However, my hope is that you might take a tally of the complaints that arise because of this practice. If there is significant numbers, perhaps file a complaint with the District Attorney would be warranted. My guess is that thousands of consumers have already been denied legitimate claims.

Please close my case as these emails have not solved my case or the systemic problem.

Sincerely,

******** ***********
Initial Complaint
Date:03/14/2023
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.
Wife purchased gas was on empty filled tank have recipe, car stalled on a busy road within 5 miles with 3 kids in the car, 3 weaks old,3 year old, and 6 year old getting late,called family to get the kid's out of freezing weather, had car towed to vw dealer in salt lake city, they informed us that the tank was 1/2 full of watter, Smith's said they were going to pay for it !! then said "no, was not ther problem. no othe cars reported , 1200 for a new fuel pump and bad gas removal have recipe's on it also ,can't get anywhere else with these people please help
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 truly apologize for the experience that has been had by the customer. We will be happy to assist the customer with this matter. We request the customer loyalty card number and the date of the of transaction to further assist the customer.

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 ID ********, and the information they requested is a follows; Rewards Card Number 445898226936, and the date of purchase was 2/12/2023 in the amount of $52.00.

Regards,

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

Customer Answer
Date: 03/20/2023
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.

Regards,

******* *****
This was not resolved. This is my first time submitting a claim through the BBB, I must have hit the wrong thing. How can we fix this?

Business Response
Date: 03/21/2023
May we please get the claim number for the incident? Thank you for your assistance in this matter.

Regards,

Kroger Co.
Customer Answer
Date: 03/26/2023
Hello again ****,

I'm having technical difficulties with my computer/ and or phone. The claim info Kroger has requested is ****************.
I included a photo of the *** we received from ******** manages claims.
Business Response
Date: 03/30/2023
Thank you for providing the necessary information. Your concerns 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: 03/31/2023
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 recieved the review from Kroger's upper management team as of yet. There for, this matter is not currently resolved.

Regards,

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

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. This is an insurance matter and has been turned over to
our insurance company, ********, for investigation and resolution. We concur
with ********** investigative team. ******** has already contacted you with
their response and we do support their decision.

We
appreciate you bringing this to our attention. Your comments regarding your
dissatisfaction with ******** will be included in a report that is available
for our Executives to review. I can assure you that your letter has been sent
to the ******** Office so they are aware of your communication to the Executive
Office. Thank you for contacting us. For all further assistance regarding this
concern please contact ********.

********
Office: ###-###-####

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. We are out $1252 because of bad gas., my wife and small Children were left out in the cold while waiting for a ride because of a brake down due watered down gas purchased from smith's market place. All we would like is the repairs to be paid so we can move on with our lives. This is a large financial hit that we can not swallow as we have an infant. Please help!

Regards,

******* *****
Initial Complaint
Date:03/13/2023
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.
A transaction was made on my EBT card from Kroger in a state I don’t even live in I called they corporate office and the incompetent workers asked for some numbers off my card and said they couldn’t find anything associated with it my they had no remorse nor had any plan of action to fix things the lady said she don’t see anything and proceeded to end the phone call I said I will try to get proof she gave me a case number to call back when I can have proof of the transaction not one sympathy reaction I have to feed my kids with some money that was stolen from there system the problem originated with miejer at this POINT HATE meijer and Kroger the worse place to even deal with shop there if you want your information stolen. 7 years ago someone in there system also tried to hack my debit card I will NEVER return & I will be spreading the word BEWARE OF YOUR FINANCIALS because this store will ROB YOU OF THOSE THINGS AND WILL NOT CARE ABOUT YOU OR YOUR WELL BEING
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, we do not show any transactions for the card ending in **** for the given amount. We advise the customer to dispute the charge with EBT. We apologize for any inconvenience this may have caused.

Regards,

Kroger
Business Response
Date: 03/17/2023
We do apologize, but any unknown charges would need to be disputed through EBT.

Regards,

Kroger Co.
Customer Answer
Date: 03/20/2023
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,

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

No Kroger is responsible for these transactions the transactions was made at a Kroger store in another state that I don’t live in so this resolution I’m pleased with and I will continue to battle for my refund.
Initial Complaint
Date:03/11/2023
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.
On 3/5, I purchased a large quantity of groceries at Kroger. I was extremely tired. I paid for my groceries and requested $25 cash back at the self checkout. I walked out the store and forgot to collect my cash.
On 3/8, when I realized I did not have any cash, I called the Kroger and was told by the CSR, they will check the camera.
On 3/9, I took in my receipt. The same CSR that I spoke to on 3/8, took a copy with my phone number and said someone will contact me. That there was no one there to view the camera.
On 3/10, I had a missed phone call from ******* who just said "this is ****** from Kroger. Just give me a call back. when you get this message. It is regarding your cash back."
On 3/11, I called Kroger 4 times and finally got someone around 1:00pm. The person on the phone seem to have difficulty hearing--I repeated what I needed twice and he kept on repeating the incorrect information. I called customer service and first spoke with ******* who said, I had to go online after requesting a supervisor, I spoke with ******. ****** said she would call the store and told me the store said, I had to file a police report.
Business Response
Date: 03/20/2023
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.

Customer Answer
Date: 03/23/2023
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.
However, I am waiting on a resolution.

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

Customer Answer
Date: 03/27/2023
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 am unsure if you had an opportunity to read Kroger's response but there was no resolution.

All Kroger said is that the case would be forwarded. This is not a resolution.

I am asking to leave the case open until Kroger submits a resolution.

Thank you.

Business Response
Date: 03/27/2023
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: 04/11/2023
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.

Regards,

******** ******
Good morning,

I received a call from Melissa @ Kroger to pick up my funds.

Thank you.
Initial Complaint
Date:03/09/2023
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.
Today March 9th 2023 the Kroger on **** *** falsely advertised gas to be $0.00. When the machine said I had to pay I went to the clerk and they said their sign is broke. I informed them that it was false advertisement. They said I had to pay for gas and I could go into the store to speak to her manager but they are going to say the same thing.
They can turn the sign off but instead choose to continue false advertisement. The amount of people who pull in and are thinking it’s free, wasting their gas and time, to be told it’s not. I request that a claim and suite be filed because this is not ok. This is illegal. Kroger should have to advertise they have free gas for however long they have falsely advertised. (Which can be confirmed by the cameras)
Business Response
Date: 03/13/2023
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:03/08/2023
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.
I have been waiting for a full refund to my **** ending **** from a botched order with spoiled and missing items since 01/06/2023. I want the refund back to my ****. I'll never use Kroger.com again and will continue to use ********* where I have never had an issue from Kroger. I have four cases (probably more but they didn't read the complaint). Also note that the same day when I attempted to chat (your chat people are totally INEPT and they can't resolve an issue so they disconnect and, I had the same response with two phone calls to KROGER CSD the same time). TOTALLY INEPT Order Number: *******************. I tried to resolve this chatting and twice chat reps said they were helping and then disconnected. I called twice as well and the first time the agent answered and didn't say hello and hung up and the second agent I assume didn't know what to do and hung up. I chose NO SUBSTITUIONS on this order. I received what was supposed to be HOT FRIED CHICKEN (it was cold and wet). I was to receive 2 HOT BAKED CHICKEN and got 2 COLD BAKED CHICKEN with SELL TODAY stickers. ********* cannot give credit because it was done through KROGER.com. I have never had any issue with *********. I will be filing a BBB complaint, a Health Dept., complaint and the KROGER EXEC offices. I have filed a complaint through ********* as well with their help. I WANT A FULL REFUND.

Kroger CSR Case #'s, ******** 1/8/2023, ******** 01/09, ******** 01/11 , ******** 01/13 and then I gave up. I could never get back to the same Representative. This should have been handled and resolved by chat. The store Manager would not even help and tried to blame ********* however the issue had to be resolved through KROGER because I used Kroger.com at this point not, *********. What a mistake!!!!

Please respond. **** ****** **************** (I also have the four emails from your reps if you wante them).
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. We apologize for any inconvenience this may have caused. A full refund has been provided for the order. A refund in the amount of $22.18 was issued back to the customer's account on 1/19/23. The authorization code was ******. The remaining balance was issued back to the customer's loyalty card ending in **** on 1/8/23 due to a gift card being used.

Regards,

Kroger Co.
Customer Answer
Date: 03/20/2023
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.

Regards,

NO REFUND of 'ANY' amount has ever been processed by KROGER nor has 'ANY' refund amount ever credited or reflected on my bank account and back to the method of payment! None!

**** ******

Business Response
Date: 03/27/2023
We apologize to the customer for any inconvenience this may have caused. We request that the customer provide the authorization code ****** to their financial institution for further investigation of the $22.18 refund. The credit for the remaining balance was added to the customer's loyalty card on 1/8/23 and still shows available for use towards the customer's next purchase.

Regards,

Kroger Co.
Customer Answer
Date: 03/27/2023
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

Chase Bank has no record of any credit. As far as the REWARDS card all credit was to be issued to my bank card. I am disabled and no longer drive. Everything I do is online. I cannot use the card to obtain any misdirected credit. In my original complaint you see how many calls, chats and emails I sent to KROGER to get no assistance and this is the result.

NONE!

Regards,

**** ******

Business Response
Date: 04/05/2023
We apologize to the customer for any inconvenience this may have caused. Upon further review, our records show that the refund for $22.18 was issued back to the customer's debit card ending in **** on 1/19/23 with authorization code ******. If the refund doesn't show back to the account, the customer would need to dispute with their bank. The additional $20 for the order was charged to a gift card and therefore was credited back to the customer loyalty card ending in ****. Unfortunately, we cannot refund the customer debit card for more than what was charged. The credit can be used towards an in-store or on-line purchase. We apologize for any frustration this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 04/05/2023
Better Business Bureau:

***** Bank Disputes KROGER. Please, close this case as we will get no where and I no better than to use KROGER.com ever again as this happened more than three times over a few months.

I appreciate the assistance from the BBB as you do good work and protect consumers.

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,

**** ******
Initial Complaint
Date:03/08/2023
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.
Although I have been using Kroger’s online grocery delivery service for years with no issues whatsoever, I had an issue with an order that I placed on January 31. I am referring to case number ********. My online shopper “***” added items to my cart that I did not authorize or receive. I contacted Kroger’s corporate office who assured me that I would receive a refund of $162 for these items. I was initially informed that it would take 7-10 business days for my refund to be processed. After this deadline passed, an agent indicated that I would receive my reimbursement by February 28. I called again on March 1 and another agent told me that my refund would be processed within 3-5 business days. I am still waiting for my refund. Every time that I contact Kroger, it is nothing but empty promises related to how my case has been “upgraded.” This kind of time frame for reimbursement is not only unprofessional to the extreme, but it is also unacceptable. Moreover, people on social media in **********, MS have shared their experiences about being swindled by the same online shopper “***** Kroger really needs to investigate this problem in addition to finding a way to reimburse clients in a more efficient manner.
Business Response
Date: 03/14/2023
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: 03/16/2023
The refund was submitted back to the customer's account on 3/14/23. The authorization code for the transaction is ******. 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 find that this resolution is satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:03/07/2023
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 a boost membership via Kroger - they are advertising that a Boost membership for $59 can get you next day delivery and a membership for $99 can get you same day delivery. - I feel as if they are false advertising. I cannot even get 1 delivery time over 1 week span. - I called customer service and they indicated that my membership was only for free delivery. They could not help it if there were no times in our area even though that is unusual. - Also reached out to others in our community and they are all experiencing the same thing. - Used two different addresses within 20 mins of my original address (different directions) and both of those have options (with Instacart) but it is still something. - All I want is the service I am paying for.
Business Response
Date: 03/13/2023
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

The Kroger Company is NOT a BBB Accredited Business.