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

1,648 total complaints in the last 3 years.
542 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/05/2023
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.
I am a kroger boost member. The perk is free delivery. I was charged delivery ($9.95) on the 26th. I called that day and informed them. I was told I would receive a $10 credit for the store. I wanted it on my card, but accepted the credit so I could get back to my children as I homeschool, work from home, and have been taking care of details regarding my baby brothers recent death. I'm busy. On February 1st, I went to place a delivery order and found that I had not received the credit. I called and asked why. Kroger told me that I had exceeded my credit allotment. I had an issue with an order placed earlier in January and the automated system automatically gave $20 credit. I didn't know they did that but it resolved the issue so I let that incident go. But because that resolved, they couldn't help me. I asked why I was I would receive credit if they couldn't give it and stated that it would have been honest to tell me and offer a refund to my card. I was told I would have a refund on my card. It is now the 5th and I still haven't received an email confirmation. I have tried to get a confirmation number 2/5, 2/4, and 2/3. They transfer me to dead ends, wrong places, give bogus 12 digit numbers, or even hang up on me. I just want to know when I am going to see the $9.95. Their customer care is so poor that I am currently looking for a new place to shop in town that isn't tied to the kroger company. At which point, I will cancel my boost membership.
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. the refund has been submitted to our accounting department to be processed. Please allow 7 to 10 business days for the refund to show back on the customer's original form of payment. We apologize for any inconvenience or frustration this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/14/2023
Better Business Bureau:

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

Regards,

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

Customer Answer
Date: 03/01/2023
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,

********* ******
Good morning. I had filed a complaint about an unresolved issue with Kroger. They had stated that they filed a refund and asked for me to wait 10 business days for the refund to process. I had waited and still did not receive the refund. It is commonplace for this company to tell me that they will make a situation right, and not truly do it. What do I do now as the response I had accepted from them was falsified?
Regards,
********* ******
###-###-####
Initial Complaint
Date:02/03/2023
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.
Harassment Continues
Stop soliciting me in every FORM

DO NOT CONTACT ME

DO NOT SEND ME FLYERS

DO NOT SEND ME EMAIL

DO NOT PHONE ME

NONSTOP harassment by this company!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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. The customer has been removed from our contact lists. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:02/03/2023
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.
I have received several E-mails from Kroger Company Careers. I have unsubscribed which is not the problem. At the end of the email the information to unsubscribe is a very similar hue and fade to background percentage to what in my opinion is a common usage to show something which is not editable by the end user. The unsubscribe text itself, which is still a clickable link does not in my opinion represent itself as an easily recognized hypertext link. I believe this is misleading, particularly to people who may not have an understanding of the right to opt out. I feel this could easily cause someone to stay on a subscribed mailing list even if they do not desire to do so.
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. It is not our intention to frustrate or upset our customers. We are committed to providing you with the most enjoyable experience possible. Your comments provide us the opportunity to evaluate, address, and correct our processes if necessary. Thank you for bringing this to our attention.

Regards,
Kroger Co.
Initial Complaint
Date:02/02/2023
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.
The delivery by mistake charged me twice, on January 1st, 2023, took $54.50 from my bank account, promised a refund. I have called almost every day for the last month, they place me on hold for almost an hour at a time, or hang up, this is February 2, 2023 still on hold as we speak, no refund. I DO HAVE A CASE NUMBER* ********
The transaction numbers are as follows 1st order: ******************* for $59.67
The second incorrect charge order number *******************
As we speak I've been on hold for 25 minutes. I just want my money returned, I've been told 7-10 business days from Jan 2, then 3-5 business days from Jan 10. Still they hold my money.
I would appreciate any help
**** ****** ###-###-####
Business Response
Date: 02/10/2023
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: 02/10/2023
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:02/01/2023
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 made an online order and today(2/02/23) the day before delivery on (2/03/23) Kroger cancelled my order and now they are giving me a hard time about refunding my $74.85 back in my bank account and I want it back ASAP since Kroger cancelled my order!
Business Response
Date: 02/10/2023
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:02/01/2023
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.
Early morning trip to the Kroger's **** ***** **** ** * ************ ** where there are no options other self service checkout at that early hour (~8:00 AM). Total bill was +$152, and we inserted a $100 bill (cash), and a debit card. The machine took the $100 bill and also charged the debit card the full amount. When discovering the issue, we called the store and were told the $100 bill was never inserted. I went to the store seeking to speak with the Store Manager (Colton G******) about the issue. He informed us he would need to verify using the video surveillance equipment. He stated he would look at the video (~12:00PM), and let us know... I returned to the store at 12:30 to discover that he hadn't looked at it yet. After nearly an hour waiting for Mr. G****** to verify that we had inserted the $100 cash, the assistant retrieved a $100 from the exact machine that didn't identify having received it. Best I could tell they didn't disable or alert customers of the potential issue with that device. I insisted on speaking directly with the manager again, only to hear from him that had we checked our receipt before leaving the store and identifying the issue none of the additional trips to the store would've been necessary. Essentially it had become our fault for not dealing with it at the time of purchases. One of the associates had informed me that the equipment had money recognition issues "earlier", and that it had been resolved. Horrible customer service, and basically theft/fraud committed by them and their equipment leaving the customer to discover the issue, and basically bear the burden of proof for the errors in the transactions!
Customer Answer
Date: 02/02/2023
The issue has been satisfactorily addressed by the Store Manager (Colton G******), and by also calling Kroger Customer Service line. Thank you.
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. The customer issue has been resolved by the store manager Colton G******. A store credit has also been applied to the customer's account to be used towards their next store purchase. We truly apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/14/2023
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:01/31/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
KROGER LOCATION:11877 DOUGLAS RD ###-###-####. I ENTERED THE STORE AND NOTICED A SMELL OF SPOIL MEAT. I SPOKE TO THE MEAT DEPT EMPLOYEE AND INFORMED HIM OF THE SMELL AND THE SPOLIED MEAT TURNING BROWN WITH EXPIRED DATES. THE BUTCHER MGR THEN BEGINS TO YELL ACOSS THE STORE, "THAT MUST BE YOU SOMETHING YOU BROUGHT IN THE STORE BECAUSE WE DO NOT SMELL ANYTHING." I SAID, "SIR I WAS SPEAKING TO YOUR EMPLOYEE" HE CONTINUES, "I WAS TALKING TO YOU AND I WILL HAVE A BETTER DAY WHEN YOU LEAVE THE STORE." IF THEY CONTINUE WITH THIS TYPE OF CUSTOMER SERVICE AND SERVICE TO THE COMMUNITY WE ARE IN TROUBLE. THE MEAT IS NOT BEING HANDLED PROPERLY AT THIS STORE AND I AM AFRAID THIS MAY CAUSE DANGER AND HEALTH ISSUES IF CUSTOMERS ARE BUYING BAD OR SPOILED MEAT PRODUCTS FROM THIS STORE. WHEN PURCHASING ITEMS FROM THIS STORE THE SHELF LIFE HAS ALREADY EXPIRED AND BY THE TIME YOU GET IT HOME YOU ONLY HAVE ABOUT 2 TO 3 DAYS TO EAT THE FOOD OR IT WILL GO BAD IMMEDIATLY.
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. Please be assured that our company prides itself on integrity and we value the customer's input. This is not the experience we want our valued customers to have. The customer was contacted by the Store Management team for resolution to this matter. We truly apologize for any inconvenience this has caused.

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 have determined that this does not resolve my complaint. I WAS NOT CONTACTED BY A STORE MANAGEMENT TEAMMEBER AND THIS MATTER HAS NOT BEEN RESOLVED. For your reference, reasons for rejection are included below.

-I WAS NOT CONTACTED BY A STORE MANAGEMENT TEAMMEBER AND THIS MATTER HAS NOT BEEN RESOLVED.
- I HAVE HAD ANOTHER ENCOUTER WITH THE SAME STORE EMPLOYEE ON A DIFFERENT OCCURANCE. THIS LEADS ME TO THIS ISSUE HAS NOT BEEN RESOLVED.
- STORE CONTINUES TO CARRY OUTDATED MEAT PRODUCTS.
- MEAT/BUTCHER MANAGER IS THE PROBLEM AND CONTINUES TO BE DISRECTFUL TO CUSTOMERS.

Regards,

******* ******
Initial Complaint
Date:01/31/2023
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.
Issue #1 - I have talked with numerous CSR’s, been sent to a supervisor via the phone, chatted with CSR's, & my claim has been escalated (with no response) & both issues remain UNRESOLVED. I am unable to shop in the grocery store because I have such terrible anxiety as my husband recently passed away so I always place pick up orders and have been unable to do this because I cannot place these orders. On 12/12/22, someone in Miami, FL got into my account & used my debit card to place a delivery order for $372.97. This delivery was stopped by Kroger. I spoke with my bank as directed & they stated that they have not placed my account on hold for any sort of fradulent activity. I have tried entering different payment cards on the **** ******* ******* & tried placing numerous orders & I get pop up’s that they cannot be placed due to fradulent activity, etc. please see attached. I don't even pay for my groceries online. I use an EBT Card when I get to the store and any balance then goes on my debit card so nothing is processed prior to picking up my orders... somehow, somewhere my account must be flagged by Kroger (which is in Miami, Fl) as fradulent. Here in Colorado, we have King Soopers. I may have a case# that coincides with this - ********???

Issue#2 - Before the fradulent attempt on 12/12/22, I placed a pick up order on 12/4/22 and did pick it up. The associate ran my debit card for someone else’s order and amount and my order disappeared and doesn't even show on my account. The order# is *********6*********. Case# - *********
I have been dealing with these issues for almost two months now. I feel like escalating this to court at this point. I should get free groceries for an extended period of time or something. Can someone PLEASE help me resolve these issues so I can order groceries and get my refund back on my EBT/SNAP card?
Business Response
Date: 02/08/2023
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: 02/12/2023
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.
In reviewing the response from Kroger, it sounds like they are still working on these issues for me. I am waiting for a refund to be rewarded on my EBT/Snap card for a huge error made by an associate the last time I was able to pick up an order at King Soopers I am also unable to place any sort of online orders as all of my accounts and cards are flagged as fraudulent. Please review the original complaint to find all the details and what I am requesting in order for things to be resolved.
Regards,

***** ******

Business Response
Date: 03/24/2023
Complaint ID: ******** ******, *****- Waiting on a callback from the customer with the following information below:

I am not able to pull the order number, if the customer can provide the first 6 and last 4 of the EBT card and the amount that was charged I can look into this further. I look forward to hearing from you soon.
Initial Complaint
Date:01/30/2023
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 purchased items from Kroger on Jan 26. I have an alternate ID and Kroger account so all my receipts are digitally saved so I did not care about the paper receipt. I never returned items back to Kroger before this. But I found the same items cheaper in ******* so I decided to return the items.

I went back to Kroger today Jan 30. I went to the ******** ***** ******* * store at 7.30 pm. The associate in the self checkout at said that I need a receipt to process returns back to my payment method. I drove back home and got my phone and returned and Said I have the digital receipt but she didn’t accept it. I told her I can print the digital receipt in paper but she told me that I need the same receipt that came out of the machine when I purchased the items.

The Kroger’s website outlines that Kroger accepts digital receipts for returns. I called customer service and they said that they should accept printed digital receipts but that store associate was adamant that I had to get that same paper receipt from the store.

This was very inconvenient and one of the worst retail store experience.
Business Response
Date: 02/08/2023
Thank you for contacting The Executive Office. We understand your concerns regarding the service received at your local Store. We apologize for your experience and appreciate your feedback. Our company operates with integrity and we expect our team to be attentive and respectful at all times.

Please call the store to speak with a member of management, or return to the store on your next visit to speak with a member of management with your proof of purchase receipt-digital or paper receipt. The store management team will make the decision to accept or deny the return.

Regards,
Kroger Co.
Initial Complaint
Date:01/30/2023
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.
I have been unable to log onto the Dillon's/Kroger website to place an online order for two weeks. I have been on their chat with numerous Kroger associates. To date, no one has been able to help me. In addition, several chat associates have hung up on me. I have tried to reset my password (which is not the problem), but their website will not email me the reset information. Not one person from Kroger has emailed us to provide resolution. We are senior citizens. I hate to think this is how they treat all elderly customers.
Business Response
Date: 02/08/2023
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: 02/09/2023
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.
This is a non-response by Kroger. Stating one will review without action means nothing. Over 2 1/2 weeks of my life were wasted by Kroger chat associates making promises in which they did not keep or follow through. Where is the customer service? Is this how they treat all senior citizens with disabilities? Is this how they would want their elderly parents treated?
Again, there was no response.
Regards,

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

Business Response
Date: 02/16/2023
The customer concern was submitted and has been resolved. We appreciate the assistance of the BBB. We truly apologize to the customer 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 find that this resolution is SOMEWHAT satisfactory to me. I hope that you will forward this message to Kroger for review.
I am extremely disappointed I had to wait three weeks for resolution when their chat associates stated they would resolve the situation ASAP. Two and a half weeks later, I was informed not one of the chat associates followed through with their promise to resolve the matter. Does Kroger truly care about customer service? I am dubious.
Subsequent to this issue, I enrolled in the Boost, i.e. Home Delivery plan. Twice, I was not given the items ordered. Delivery drivers or Kroger picks and chooses what they will and will not deliver. Their online system is faulty and states an item is available "only" via delivery while ordering. Once the order is placed, it will change that same item to "pickup only". Again, ridiculous! Where is the customer service. Does Kroger enjoy infuriating customers?
Again, I am extremely disappointed with Kroger. I have never had this problem with ******** delivery. Food for thought for Kroger.
Regards,

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

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The Kroger Company is NOT a BBB Accredited Business.