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.

close

Find a Location

The Kroger Company has 1422 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered groceries from the app. The order had to be canceled from instacart to re order from a different store. Kroger took the only money I have to feed my family off of my card when they were not supposed to. They claimed to issue a refund but that would take 24 hours so they gave me a $75.00 credit to order in the men time. But they locked my account and will not help to unlock it so the $75.00. Credit dose us no good. I have been treated disrespectfully by every single representative I had to encounter over the last 27 hours and have not been able to eat at all because kroger took all the money I have and is not refunding it and they absolutely will not help with unlocking my account so I can feed my family! Again we have not had food to eat in over 27 hours now and still can't eat because we still have not gotton our money back nor will ANYONE from kroger customer service hp at all. Me and my family have had to endure extreme mental anguish and suffer from hunger as a direct result of mistakes by kroger and still unwilling to make it right.

  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.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that it's not our intention to cause any frustration in any way. Upon further review, the customer's issue has been resolved.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/08/2023

  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.

  98.92 taken out of my bank account on 1/30/2023.I never signed up for anything and have asked them to refund me several times and so far no refund.They said they would but haven't.I need my money back.

  Business Response

  Date: 02/16/2023

  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.  The refund for the Boost Program Renewal has been processed.  Please allow 3 to 5 business days to show back to the customer's original form of payment.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/08/2023

  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 Sunday January 29th, 2023 I made an order for grocery delivery from Kroger, ***** **********, ******** to be delivered to my son. Order # *******************. The order was never delivered correctly. $180 worth of groceries was ordered and about $30.00 was delivered by *********. We immediately called Kroger to explain we had the wrong order. The manager would do nothing and said it was an ********* issue. We immediately called ********* and asked to get the correct order. They would not help and offered a refund. I have spoke with numerous people and Kroger and *********. Noone will take responsibility and today February 8th I STILL have NOT received my refund!!! $132.43 should have NEVER been taken from my account and there is absolutely NO REASON I should still be waiting to get my money. This is a KROGER and ********* issue. NOT MINE. This is HORRIBLE customer service.

  Business Response

  Date: 02/16/2023

  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.  Please be assured that it is not our intention to frustrate our customers in any way.  The refund has been submitted.  Please allow 5 to 7 business days to show back on the customer's original form of payment.  We apologize for the delay and for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/16/2023

  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,
  
  
  
  ***** ****

  I have been told on now 5 different occasions starting on January 29th that I would receive my refund in 5 to 7 business days. The money should have never been deducted from my account since Kroger cancelled my order on January 29th and the funds were not taken until January 30th. They have now held my money for 19 days and that is absolutely unacceptable. 

  Kroger is 100% at fault here yet they continue to make excuses with each phone call and email to the point of not responding to a timely manner to the BBB complaint.

   

  ***** ****

  Business Response

  Date: 02/20/2023

  We apologize for any inconvenience this has caused.  The refund has been submitted back to the customer's account and should show back to the original form of payment no later than 2/21/23.  The authorization code for the transaction is ******.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/23/2023

  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,
  
  
  
  ***** ****

   

  Today is February 23rd and I still have NOT received the refund.

  Business Response

  Date: 02/24/2023

  The refund was processed back to the customer's account on 2/20/23 and the authorization code is ******.  We ask that the customer please contact their financial institution and provide the authorization code for the refund.  We truly apologize for any inconvenience. 
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/07/2023

  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.

  On January 22, 2023 I ordered groceries from Kroger.com, for delivery (total was $212.36). The groceries were never delivered. I sat on hold with a chat agent for sometime (around 45 minutes). She was working with Instacart (their hired third party delivery) to find out where my groceries were. 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 02/28/23 only to be told that the refund was not processed they would "re-issue" (not sure how you can re-issue something that wasn't issued to start with) and I needed to wait another 3-5 business days.
  I called again on 02/01/23 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 02/02/2023. Thursday came and no refund. I called them again, only to be issued another case number, told they were processing it, and I would see it on 02/03/23. 2/3/23 same story. 02/04/23 I called, was told I needed to contact instacart, when I asked why the customer service supervisor hung up on me. I contacted Instacart, who had ABSOLUTELY no reason to help me and was informed that because they didn't take the money out of my account they could not help with the refund. I called Kroger back and was on hold for about 2 hours before I spoke to yet another agent who took time to dig into it and told me that the accounting department put an expedite on the refund and I would guaranteed have it 02/06/23. 02/06/23, no refund. I called again, sat on hold for over an hour, got hung up on and then was told I had to wait another 3-5 business days. I have been given three case numbers and according to the agent yesterday, every time I follow up, they move my case to the bottom of the list and my refund is delayed.

  Business Response

  Date: 02/15/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Please be assured that it is not our intention to frustrate our customers in any way. The refund was processed back to the customer's account on 2/8/23.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

  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:02/07/2023

  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.

  I did a Click List Order Number: ******************* at the Kroger Address: ***** ********* *** Brownstown Charter Twp, MI 48183. When you pick up the Click List you don’t get a receipt or sign for anything because it is done online.
  
  As we were putting away the groceries there was a notification that our credit card was charge “$7,207.68”. On that order I was charged “$6992.55” for 2 Jalapeno Peppers.
  
  We called and talked to the Click List & Store Supervisor. They put in calls but could not correct the charge.
  
  I called Kroger Corporate after a couple of calls I finally got an email: “ I’ve submitted a refund request for your order amounting to $6989.57 which may take up to 7-10 business days to return to your bank account. “
  
  We still have not received this refund.

  Business Response

  Date: 02/15/2023

  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 2/7/23.  We truly apologize for any inconvenience this may have caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

  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. They finally provided the refund for being overcharged $6989.57. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/24/23 I placed an online grocery order with Kroger/*********, the next day my husband noticed an additional purchase in the amount of $92.60 that had been rolled into the original bill of $269.01 which increased the amount of my purchase to $361.61. The receipt showed that I was charged for 25 items that I never received including Tuna that I am highly allergic to. I contacted the the ************ Kroger the manager whom I spoke with stated they don’t have access to any ********* transactions even though they are partnered together. I then contacted ********* ( I was polite yet firm with my inquiry) as my questions became more detailed the ********* Customer Service Rep could no longer dodge my questions or provide me with a logical answer they hung up on me. Twice! I again contacted Kroger this time speaking with CSR manager Tish who recorded all the products I was charged for but never received she gave me the figure of $75.01 which is $17.59 short of the $92.60 I was charged. I was provided with a case number of ******** and was told it would be 5-7 days for a refund. It’s now been 13 days and no refund. I’ve made the decision that if don’t receive my refund within the next few days I’ll contact the local news stations for results.

  Business Response

  Date: 02/15/2023

  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 processed back to the customer's original form of payment on 2/7/23.  The authorization code was ******. We also added a credit to the customer's loyalty card to be used towards their next purchase.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

  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 did receive a partial refund of $75.01, but have yet to receive the $17.59 that would total the amount of $92.60 originally taken. I am not aware or have been notified of any credit applied to my loyalty card. Until I receive the full $92.60 the issue is still open.

  ******* ****

  Business Response

  Date: 02/16/2023

  The customer issue is under review.  Once completed, we will follow-up. 
  
  Regards,
  Kroger Co. 
  
  

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ****

   

  Simply put this is a case of THEFT!  I will not accept anything other than a full reimbursement, it’s unbelievable that a billion dollar company is hesitating refunding my $17.69. Your partnership with ********* is questionable at best, have you taken the time to read reviews from other customers who have had money taken from them as well? I doubt it! It’s all about the money and the hell with the customers.

  ******* ****

• Initial Complaint

  Date:02/06/2023

  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 did an online grocery order from one of the Kroger stores on 1-21-23. I received one thing that I ordered, and the rest of my order was completely changed, and I didn't receive any of that either. I called to complain, and was told I'd get a refund. It's now 16 days later and I still haven't received the refund. I actually called on 1-27-23 to check, and was laughed at by the customer service person I spoke to, and the manager I spoke to after that assured my refund was processed that day. Here it is 2-6-23, still no refund, and I've spent about an hour and a half being passed around to different customer service people when I ask to speak to a manager to try to resolve this.

  Customer Answer

  Date: 02/06/2023

  My case number with them with all the information they'll need is *********

  Business Response

  Date: 02/15/2023

  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.  It was verified by our customer service that the customer received the  refund on 2/10/23.  We apologize for the delay and for any inconvenience this has caused.  
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a victim of identity fraud in 2018. Kroger informed me I wouldn't be able to do online pick up ordes because fraud occurred on the account in 2018. I informed them I was not aware of this and have since opened a new bank account and could show them proof this occurred in 2018. Kroger informed me I would just need to create a new profile and Kroger plus ID. I did and they are still banning me from being able to complete pick up orders.
  
  I thought.this was.odd so I spoke to customer service again and they informed me I would have to have a history of in store purchases before I could do in store purchases. Now that I have some I am still unable to complete pick up orders.
  
  I had my friend create an account and she was able to complete a pick up order the same day.
  
  I read the policy presented on Kroger website and no where does it state you have to have a history of purchases prior to a pick up order.

  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.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  Upon review, the customer issue is under review with our Kroger Customer Relations Center.  We request the customer contact us at ************ to expedite the resolution for this matter.  We truly apologize for any inconvenience this has caused.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/27/2023

  I'm still unable to complete pick up orders. Krogers has not solved the issue although they informed me they would. I haven't heard from them since filing my bbb complaint

• Initial Complaint

  Date:02/06/2023

  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.

  They state they issued the refund or will be issuing 7-10 business days, waited the 10 business days and now want to say that it was never done correctly and want me to wait another 7-10 business days for a delivery that was done and the Instacart driver fraudulently used my card to buy himself groceries.

  Business Response

  Date: 02/15/2023

  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 has been processed back to the customer's original form of payment.  Please allow 24 to 72 business hours for the refund to show back on the customer's account.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/15/2023

  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:02/05/2023

  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.

  Today I purchased 3 ******* Yogurt Milks from Kroger at ***** **** ***** ** ************ **. I got home to find THEY ALL ARE EXPIRED. The expiration dates were both January and December. I then drove 30 mins to another kroger on 7000 tim price way to return and rebuy unexpired bottles. I went to get the milk only to find all of them had expired.
  This time there were bottles that expired in NOVEMBER and December!! I return to the customer counter and informed the cashier, Lang of the issue. So she called an associate from dairy to come to the counter. When he arrived I explained to him all of the milks have expired and his response was "thats not my problem, theres nothing i can do about that" . I proceeded to inform this unprofessional rude individual of NOVEMBER expiration dates on products in HIS department. Again he responded rudely and hostility. Im not one to argue with associates, I contact corporate and let them deal with their employees. Please pull the camera at the money service/customer service desk around 4:55 -5:10pm. I ASKED Lang what was his name but she said she did not know. This associates behavior needs to be corrected with disciplinary action. As a supposed valued customer not one of your associates offered any empathy, apologies or exhibited a care of my time . To have dairy products on your shelf that expired 3 months ago is a health hazzard and disgusting.Do you not train employees to check items when restocking?Do you not care about the quality of the service your providing your customers? Ive wasted my time and money and wasn't offered compensation ot even an apology. I dont appreciate how I was treated and spoken to by your employee. He literally treated me like he could care less about me as a customer. He told it was nothing he was going to do about it and they dont have time to check everything. Thats your response?! You are one of the more expensive grocery stores in comparison to your competitors, what kind of service is this?

  Business Response

  Date: 02/14/2023

  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 truly apologize for the experience that was had.  Please be assured that your comments have been forwarded to our Upper Management team for further review and resolution.  We have submitted the refund to be processed back to the customer's original form of payment and also added a credit to be used towards their next store purchase.   We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.