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.
542 complaints closed in the last 12 months.

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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:03/08/2023
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.
Initial Complaint
Date:03/07/2023
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.
Fraudulent charges for gasoline at Kroger on Lindberg 2023-2022 via American Express
2/10/2023 $ 1,762.05 Kroger has no record of this transaction
4/22/2022. $ 1,704.29 Ask manager about charge and was told that it was routine to charge excess then refund, but no refund was forthcoming.
10/11/2022 $ 1,761.95 Was not alert to this charge on American Express
Business Response
Date: 03/10/2023
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: 03/10/2023
Better Business Bureau:

The issue is unresolved.
I am pleased that Kroger has received the complaint, but a crime has been committed.
It may have happened to others, as well.
This situation requires investigation. I have also referred it to my attorney.
Standing by for followup.
***** ** ********* ****
**************************
***** ********
Initial Complaint
Date:03/07/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/11/23 Kroger delivered groceries to our house. They parked in our driveway and their delivery van leaked oil on our driveway. I have time stamped camera pictures and video before and after the delivery was made to prove that it was their vehicle. I contacted Kroger to complain and the opened an investigation. Incident #****************. We received a voicemail and a letter informing us to contact Jessica from ******** claims management service. I have called and left a half dozen voicemails for Jessica over the past 3 weeks with no response. When I call Kroger directly to figure out how to resolve this they tell me there is nothing they can do and that I need to contact ********. Well I have contacted ******** and they won’t return my calls.
Business Response
Date: 03/09/2023
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:03/07/2023
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.
We placed an order on Kroger.com for delivery of 10 items (chips, candy, popcicles, bread, corn dogs and 2 electrolyte drinks) on Feb 2nd. About 2-3 hours later I noticed that I had been charged $162.10 for 46 items that we never ordered. That order was delivered to someone else and we were charged for it.
Kroger apologized and told me that they would issue a refund. On Feb 8th I called to check on the status of the refund and was told that it had not been submitted. The person I spoke with assured me that she had now submitted the refund and it would arrive in 7-10 business days. I called back on Feb 21 and was told that the refund department sent the refund on Feb 20th and that it would take 7-10 business days from the 20th of Feb to show up on our original payment method. I called on Friday March 3 and was told to call back on Monday if the refund was not back. So I called back today March 6th (11 business days since Feb 20th) and Kroger told me that they don’t know what happened. Each phone call lasted an hour or more. It has been 5 weeks since we were essentially robbed and still no refund. All I seem to get is the run around from Kroger.
Business Response
Date: 03/10/2023
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:03/02/2023
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.
Ralphs is not updating its list prices with its computer. Today I shopped and I got **** Apples, advertised at 89 cents, I was instead charged $1.69 a pound. I brought 2.85 pounds and I should have been charged $2.53 instead of a whopping $4.82. Also I was charged $1.99 for firm tofu instead of the advertised price of $1.69. And I brought cheese that was for sale for $5.99 and instead was charged $6.49.

While this might not seem like a big deal it adds up when you are dealing with thousands of customers each day. Someone needs to audit their pricing scanner. I called the store manager and I was put on hold and then disconnected. I tried calling again and no one answered my call.
The purchase was made on March 2, 2022 at 2:05 p.m. and it was Entry ID **********************.
Business Response
Date: 03/08/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. The information sent was the Entry ID. Please respond with your 12-digit card number and receipt information:

1. Date of the transaction

2. Time of the transaction

3. Series of numbers after the time

4. Amount of transaction

I would be more than happy to assist. We look forward to hearing from you soon. Once received, we will follow up with you soon.

Regards,
Kroger Co.
Customer Answer
Date: 03/10/2023
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.
I provided all of the information they requested in the original complaint, the transaction number, the date and time of the purchase, as well as the amount involved. They are just asking that I repeat the information I already provided. Also I sent the complaint through their own system. The bottom line is that they are engaging in deceptive practices. The prices of the items do not match the amount scanned.

Regards,

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

Business Response
Date: 03/10/2023
The information sent was the Entry ID. The information needed from the receipt is the transaction information not the entry ID. The entry ID is for the survey based on your shopping trip. Please respond with your 12-digit card number and receipt information:

1. Date of the transaction

2. Time of the transaction

3. Series of numbers after the time

4. Amount of transaction

I would be more than happy to assist. We look forward to hearing from you soon. Once received, we will follow up with you soon.

Regards,
Kroger Co.
Customer Answer
Date: 03/13/2023
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.
I have provided all of the information about their bate and switch. I was over charged for the tofu, cheese and apples. My complaint contains all of the information they need. I no longer have the receipt. I threw it out after I filed the complaint.

Regards,

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

Business Response
Date: 03/16/2023
We truly apologize for any inconvenience this may have caused. We have added a $5 credit to the customer's loyalty card ending in **** to be used towards the customer's next purchase.

Regards,

Kroger Co.
Initial Complaint
Date:03/02/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on-line for pickup at my local store on 3-2-2023. On the morning of the 2nd i received notification that my order had been cancelled. After contacting customer service, who in turn contacted the local store. I was told that there would not be any product available at the store until the 4th and that i could place a new order for that day. The problem is that the pricing would 3 times the amount that I paid for my original order. When I asked if the price that i was paying for my original order would be honored for in store purchase at another location I was told that there was nothing they could do to help me. I then contacted store for assistance but was told that there was nothing that they could do to help me. Two more calls to customer service resulted in the the customer service agents going silent on the other end for at least 15 minutes and not responding when asked if they were still there
Business Response
Date: 03/08/2023
Thank you for contacting the Kroger Executive Office. I apologize for any inconvenience caused. Upon review, I see the customer received a credit on the Kroger shopper's. The credit was redeemed on 03/03/2023 at 8:36:00 PM. The customer concern has been resolved.

Regards,
Kroger Co.
Initial Complaint
Date:02/28/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 28 February 2023 I went to pick up my grocery order pickup from the store. I checked in at 2:54pm. By 3:09pm I had to call the store and ask why no one had been out yet. They informed me that they were trying to locate my order. About 5 minutes later an employee walked out and said they didn’t have the cold items from my order and that another employee the night prior had put back all my cold items. She then asked if I’d like my dry goods. I said sure but asked how I get refunded for all the meat and dairy I had purchased. She said to call the store and speak to the manager. The manager was very distracted or just didn’t care. He purposely kept interrupting me while I tried to spell my name and give him my information. He then kept spelling my info wrong. After trying for 5 minutes to make sure he understood the situation and had my information he abruptly said “okay I’ll call you back”. I tried to initiate a return through the app, it was denied. So I tried to live chat with a representative, the first person read my situation and then left the chat. The second person said they would help me but then also left the chat. It’s now the evening and no one will answer or call me back from the store. I’m out $50 from the meat and dairy I purchased today.
Business Response
Date: 03/15/2023
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 by the customer. If we could please get a list of the missing items, we will be happy to assist with a refund back to the customer's account.

Regards,
Kroger Co.
Customer Answer
Date: 03/16/2023
All of the cold items from the screenshots. Chicken Breast, Ground Turkey, Deli Meat, 4 Chobani Yogurts, Pack of Chobani Yogurt, Italian Cheese, Frozen Breadsticks, Baby Carrots, and Shredded Lettuce.
Business Response
Date: 03/17/2023
We apologize the items were not received by the customer. The refund request has been submitted for the customer and the refund should be received within 5-7 business days.

Regards,

Kroger Co.
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,
So on a very busy Monday, 27th, with School Conferences and regular start of the week errands my wife and I split the tasks. She dispatched me to Fry's with coupons. We shopped and we bought things we didn't plan on. Chuck Roast is on sale and I decided to stock up on some non-essentials. Wow! Good customer buying things not on the list. We got to U-Scan at 4:45. I had coupons and they were taken but the $12 coupon was rejected. So we waited for 15 minutes trying to solve the issue. The young man had no idea what to do. And it took him about 5 minutes of avoiding us until I asked him to call someone. My point is the experience took 15 minutes of rush hour time to be rejected by Margaret the manager because my wife's name was on the coupon. Oh! So it was sent to a household but a household member could not use it. Two parents could not split tasks and save family time because of Fry's non-accommodation to families. Fry's markets to families. Why? If you don't understand the challenges that families have but you want their business.

C'mon families we are friendly, actually you got the wrong parent shopping, get the heck out of here. We cannot accommodate you.
That's the message. I'm trying to take tasks off my wife's list and you guys can't handle that?
So Margaret came over and said NO. NO. you cannot use that coupon.
Wow! Whatever it Takes! Whatever it Takes is an internal program where employees are trained to accommodate customers up to $20.
Why wasn't that employed here?
Did she think I was fraud? Fraud? Same last name on the coupon. A household coupon.
NO.
Did you change the Whatever it Takes program?
I fairness, Margaret was fine and reasonably interpersonal but she did shut that door on my family that earned that coupon. My household earned that coupon.
Fry's cannot accommodate families?
Thank you,
***** *********
Business Response
Date: 03/02/2023
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: 03/02/2023
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,

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

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The Kroger Company is NOT a BBB Accredited Business.