Complaints

This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  1510 Covington Ave. Piqua, OH 45356

• 

  The Kroger Company

  10101 Landing Way Ste B Miamisburg, OH 45342-1160

• 

  The Kroger Company

  2631 16th Street Bedford, IN 47421

• 

  The Kroger Company

  400 28th St Bellaire, OH 43906-1790

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:02/22/2023

  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.

  Kroger has been cheating customers out of digital coupons selected and sales prices as advertised for years now - I am one of those that in the last 2 years that with the purchase of 30 items, the attendant at the self-checkout has to correct sales pricing at least 5 - 8 times. My checkout has doubled in time since I check to ensure that the savings on sales items are reflected when scanning the item - in addition with every visit a store employee is sent to check sales prices advertised - they are so good at switch and baiting sales items in their meat dept with more expensive items in the area that the sales item should be. Now this is happening directly on their website. Weekly ad for Kings Soopers ending Feb 28 states $1.00 off ******* creamers with digital coupon - the price is excellent at $3.49 w/coupon. Digital coupon is no where to be found on the website - went through all coupons being offered and then did a search - not found. When is this company going to be held accountable for consistently trying to cheat the consumer. Everything listed in this complaint has happened to me many times - with store employees confirming through the weekly ads or looking at the sign by the product that indeed the price should be discounted. How many times are they getting away with deceptive sales ads and in-store signs where probably thousands of transactions alone in just ******** ******* are cheating the consumer because they don't ring up right or the coupon is not recognized.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. I apologize for any inconvenience caused.  We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. Upon review, I see the $1.00 off ******* creamers with digital coupon is listed on your shopper's account. If the coupon does not redeem on your next purchase, please contact our customer service department at ###-###-####, for immediate assistance. 
  
  Coupon information listed on the account:
  ************* Save $1.00 on ******* Creamers When you buy ONE (1) ******* Creamers (24 fl oz) 02/15/2023 02/28/2023 ****
  
  Again, I apologize for any inconvenience caused.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this has resolved my account/digital coupons. However, why didn't it show up on a search the first time.  Why didn't it show up in my account until I sent in a complaint.  I should not have to submit a complaint to get a company to place a $1 coupon in my account.  I'll be sending in more complaints with pics to show the switch and baits that are going on as well as the lack of sales prices ringing up at the self-checkout. 
  
  
  
  Regards,
  
  
  
  *** *******
  

• Initial Complaint

  Date:02/22/2023

  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.

  On February 22 at 5 PM I was at the Ralphs on ***** * ****** *** ****** ****** ** ***** I was trying to use EFT(Electronic Fund Transfer) its a new type of payment instead of a coupon and the manager at the store named Leo and another lady who swears she's the assistant manager would not even attempt or try to use this type of payment and insinuated that I was scamming them. They also said corporate does not allow this payment type and made it up because when I called corporate there was no such policy. I would like to be able to use my "coupons" aka EFT.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, I see the customer 's concern was submitted and has been resolved.  
  
  Regards,
  Kroger Co.
  
  

  Customer Answer

  Date: 02/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** **
  

• Initial Complaint

  Date:02/21/2023

  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 ordered a delivery order I never received. I was told I would get a refund a month and a half later still no refund. 179.00 is a lot of money to be stolen. Jonathan a supervisor hung up on me. He was very rude as well. Did not help me. Can someone please expedite this for me please.

  Business Response

  Date: 02/24/2023

  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:02/20/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  With the onset of age (my wife and I are in our 80s), we’ve relied on Kroger's to deliver our groceries. Our typical order (Kroger Card 41*********0) ranges between $250.00-300.00.
  
  We placed such an order (#******************4) for delivery on December 8, 2022. It was delivered then from the company’s store at **** ******** ***** in Dublin, OH. It included the items we expected - and only those items. But, since we weren’t given paper or electronic receipts, it wasn’t until we got our January Visa bill that we saw we’d been charged $943.31 for this order!
  
  Billing details on Kroger's website show the items that we ordered, that were delivered and that were charged to us properly. Those details also include 69 “Substitution” entries (for far more than 69 individual items) that we did not order (most for items we've never ordered). These items weren’t delivered to us but their (gross) price of $627.38 was charged to our Visa card.
  
  We went to Customer Service at the store on January 23rd and the person there was quite empathetic but, after speaking with her manager, said they could do nothing for us. She gave us a number for Kroger Customer Connect (************), which I called later that day. I spoke with ****** who was also quite sympathetic but said only Kroger's Digital Department could help us. She transferred me to a man there who accessed our account; after a long hold, he told me Kroger would credit $627.38 to our Visa account within 3-5 business days.
  
  That did not occur so on February 3, 2023 I wrote to W. Rodney M, Chairman and CEO of The Kroger Company (**** **** ******, Cincinnati 45202) asking him to have someone refund these improper charges. To date, he has not acknowledged receipt of my letter much less corrected the company's error.

  Business Response

  Date: 02/21/2023

  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: 02/24/2023

  Kroger’s has now refunded the entire $627.38 that was the subject of my complaint, referenced above.
  
   
  
  We very much appreciate your help in focusing their attention.
  
   
  
  Thanks,
  
  ****

• Initial Complaint

  Date:02/20/2023

  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 January 21, 2023 I ordered groceries from Kroger.com, for delivery (total was $107.28). The groceries were never delivered. I sat on hold with a chat and phone agents for sometime on several different occasions . Upon determining that they were not delivered to me but perhaps elsewhere by mistake, she assured me they would refund my money and I would have it within 5-7 days. Insert the following Friday, I have nothing. No refund pending, no refund issued. I called Kroger again on 01/30/23 only to be told that the refund was not finished processing. I then contacted Kroger again on 02/10/2023 and told that they would expedite the refund I needed to wait another 3-5 business days. I called again on 02/20/23 to inquire about the status of the refund only to be told there was an issue sending the refund to the bank. They "assured" me again that it was processed and I would see it Thursday came and no refund. I called them again, only to be issued another case number, told they were processing it. Every time I follow up, they move my case to the bottom of the list and my refund is delayed. the oldest reference number provided is ********. Currently on hold with an agent yet again and yup you guess it. They need to expedite the refund again because they have no record of it ever being issued.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The refund was issued back to the customer's account on 2/21/23. The authorization code for the transaction is ******.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/18/2023

  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.

  I was overcharged, and double charged at the ********** ******* Fred Meyer, and instead of refunding my debit card, I was told I could get store credit, however the amount I was given is less than what I am owed, and the refund was given as store credit. I do not want store credit, I want my refund on my debit card, or back in my bank.

  Business Response

  Date: 03/01/2023

  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: 03/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  i do understand there was a refund made as store credit, however the refund should go back on my debit card as thats where ut came from. 

   

  I was also overcharged $10 in the transaction. I would appreciate a refund for both the mischarge of my debit card, as well as the $10 overcharge. 

   

  Thank you. 

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

• Initial Complaint

  Date:02/18/2023

  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 requested refills on about 6-8 different medications from the ***** **** location online via the Kroger App around 01/20/23. The Latino looking lady rung up the medications & handed me a small brown bag at the pick-up window with 1 box of **** & several bottles of pills & I read one which only had a 30 day supply. I told her that I get a 90-day supply on all my meds & she claimed that my Dr only prescribed 30 days’ despite Kroger having given me 90 days’ worth for several years. I confirmed the 90 day scripts immediately by calling my Pulmonologist while at the pick-up window.. A brown complexion woman requested the bag back & told me to return in 15 minutes for the 90 days’ supply. When I returned to the window I was given 2 small brown bags with pills, 3 ****, 3 ******* and 5 *** inhalers. I put them in the passenger seat & then on my bed for later use. A few hours later I fixed my pill box & used my *********** (Rx#*******) and ********** (Rx#*******) out of my medication drawer. I did not recall ordering a refill on them because I had some left. After filling my pill box I called in a refill that was denied due to a supposedl refill earlier that day with the other medications – which I did not receive. The next day a gentleman said I could give me replacements after I searched a 4th time & came into the pharmacy. My grandson searched. I went to Kroger to be told that once they scan meds that means they’ve given it to the patient and it cannot be replaced; then the pharmacist told me that she would give me a 7 day supply of each and try to get approval from Humana ( my health insurance) because they did not charge them anyway. During the change from 30 to a 90 day supply the ********** and *********** was misplaced at that pharmacy; they were never given to me. I have been ill and unable to sleep for two weeks without these meds. KROGER DOES NOT CARE ABOUT THEIR PATIENTS! They know that those medications are to prevent a asthma flare-up and don't care!

  Business Response

  Date: 02/27/2023

  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: 02/27/2023

  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.
  

  Their response does not resolve my complaint. Also, the two pharmacist I requested help from should have made every attempt to help me to obtain my medciation - which they did not. Then three weeks later after my asthma is exacerbated due to their refusal to replace my medications that they never gave me after the change them from a 30 day supply to 90 days worth I had to get my Pulmonologist involved. 

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

  Business Response

  Date: 02/28/2023

  The medications were filled on 02/21 for 90-day supplies and picked up. 
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, February 4, 2023 at approximately 9:15 am, my husband and I went to Kroger in ********** **. Within a minute, a large man wearing an orange hoodie, wrinkly khakis and wearing a dingy but full looking backpack started following us. He never approached us but was saying things to us from across aisles, like “come outside with me” and “this is my store”. He appeared to have a mental health issue or be under the influence and we tried to ignore him. He continued to follow us, appeared to be talking on his phone describing what we were wearing. I was afraid he was going to attack us. Then he was standing by the exit and I didn’t know if he would follow us out. We had never seen him. We got a few more items and as we got the last item, three officers came in. I was so relieved but this man called the police on us! The officer said the manager wanted my husband to leave. According to the officer, this man that stalked us and scared me was the manager but had nothing to indicate he worked there. I found out later the man’s name is ******* *******. Per the officer, this guy wanted my husband to leave but neither of us was banned. I checked out with my groceries by 9:33am. I contacted Kroger that day via the app to report the incident and called and reported the incident to 1-800-Krogers Monday, February 6 and encourage they watch store video of the incident. I heard nothing back and called back on February 13 to follow up. I was told the incident was being investigated and I likely wouldn’t get a call. I told her I wanted someone to contact me and to date, no one has. I was told there was no other number to contact. She told me if I wasn’t banned, I could go back. I told her I didn’t feel safe returning if that man was still in the store. We have shopped there for years and are in the store all the time, and my daughter has dietary restrictions and so many items are available at Kroger that I cannot now get. All was told to Kroger.

  Business Response

  Date: 02/23/2023

  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 and contact. We truly apologize for any inconvenience this has caused.  
  
  Regards,

  
  Kroger Co.

• Initial Complaint

  Date:02/18/2023

  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 a delivery order on my app. I was charged a delivery fee and tip. My order was never brought to my apartment, it was left outside the building on the sidewalk where anyone could have taken it. When I got the groceries in my apartment I find the ice cream had melted.
  
  I tried contacting the company and was ignored.
  
  I want the delivery charge and tip refunded to me.

  Business Response

  Date: 02/20/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The refund for the order has been submitted back to the customer's account.  Please allow 3 to 5 business days for the refund to show back on the original form of payment.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/9/23 I placed an online order at the Kroger in ********** **. Upon arrival I waited 45 mins for someone to come out for my pickup order. Rachel a supervisor came out stated she didn’t see my order in the queue. I explained to her my order was saying picked up online. I informed her something wasn’t right. She carried on with my name and info and took my EBT card to charge my purchase. She came back with a tore up receipt and I asked what happened. She stated the computer froze on her. I noticed the receipt stated $183 and my order was only $67. I said something not right we need to go fix this, she insisted that she had to call for assistance but kept pressing the issue of giving me a $10 credit. I said no this was my reload day and my family won’t have food all my stamps are gone. I called corporate and told them what happened. I got a case number. Rachel called me that evening and told me a refund will be made in 7-10 business days. I call back this week 2-15-23. I’m being told now that it will take 30 days for refund and I need to contact ebt because the refund was processed. The state spoke with me today 2-17-23 and said that’s not accurate. Kroger has a contract like all other stores and the ability to refund that card. I have not had food for over a month and I been calling Kroger corporate office. All the staff has been rude and saying I will just have to wait. I didn’t cause this error. There supervisor did and now I’m being punished. It’s not fair to me and my family. I had a local store refund my card in 1 day why is Kroger not refunding my ebt for 30 days. This is unacceptable.

  Business Response

  Date: 02/22/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The refund was issued back to the customer's EBT card ending in **** on 2/21/23.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.