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:01/30/2023

  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 purchased groceries through Fred Meyer’s boost program and opted for delivery. I was charged for items I did not order. Such as: cayenne pepper, ginger, and butter. I didn’t even receive these items. I also was substituted items without the shopper communicating with me. I requested 6 lemonade Ice sparkling juice beverages and received 6 lemonade sparkling waters, and was charged for 8! I also tried to cancel the tip and was unable to. Fred Meyer wanted to offer a discount off my next purchase. I want a refund of $29.57 plus tax if the beverages are taxed. This includes the tip I want back. Attached are pictures of the receipt.

  Business Response

  Date: 02/07/2023

  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: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.

  Dear BBB~
  
  I am reaching out to request your help, as I am running into frustration. For at least a year, I have been encountering difficulties when I try to request prescription refills online from my Kroger’s pharmacy account There are two error messages that I am receiving. The first one states, “prescription unavailable for pick up on chosen date”. The website usually chooses the pickup date automatically for the customer. The second error message is not recognizing that I placed the prescriptions in the cart. I have been working with Kroger’s pharmacy support, but the problem is ongoing. On 1/27/23, I tried to reach pharmacy support at the number I was provided, ###-###-####, at 5:29 PM. After waiting on hold for about 15 mins., a representative took my call. I requested to speak with the pharmacy support representative I had been dealing with since 2022. I was told by a representative (I believe her name is Allison) that “there is no one here by that name.” Since she was unhelpful, I asked to speak to a supervisor. She was rude, and, refused to get me a supervisor. She transferred me back into the queue, at which time, I got Krenella, who then connected me to a supervisor.
  The supervisor did not know who “Allison” was, but did say that it is possible my call was bounced over to Kroger’s customer service unit because the pharmacy support center was closed. However, I did not hear a recording indicating that they were closed. Further, I was previously told by Joe in the pharmacy support unit that they close at 7 PM ET on weekdays. It is unclear why this is the THIRD time my call to the pharmacy support was bounced over to the customer support unit, impeding my ability to reach them about the ongoing problem with my medications. I am also disappointed with Allison’s unwillingness to help. Kroger must consider the effects of this situation on a disabled person. I would appreciate BBB’s help. Thank you.

  Business Response

  Date: 02/07/2023

  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: 02/14/2023

  Better Business Bureau:
  
  
  The business reached out to address my concerns in reference to complaint ID ********.  We had a productive conversation regarding this and other ongoing issues I have been experiencing with my pharmacy account.  We have reached a fair resolution.  BBB, thanks a million for your involvement in this matter 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:01/29/2023

  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 purchased gift cards in Kroger on Jan 6th, 2023 and received 4x fuel points from the transactions. Then I tried to use to my fuel points in Kroger gas station to fill my tank, and the system couldn't recognize that I had enough fuel points in my account for a discount. When I went back home, I called Kroger customer service (the conversation took about one hour) and was told that the issue had been resolved. However, when I went to Kroger gas station the next day, the system couldn't even recognize my membership account and showed "loyalty invalid". I contacted the customer service for another 3-4 time in the next 1-2 weeks, and it took about one hour every time for waiting and explanation. I was either told that my account seemed having no problem or that their technique support would call me within several days to help solve the issue. Every time I was given a new case number, but no one actually contacted me and my account could not work at all. They are very irresponsible, and cannot solve a simple issue. I have been Kroger customer for many years and feel very disappointed. My Kroger membership ID is 4*********42. The recent case ID is #*********

  Business Response

  Date: 02/17/2023

  Thank you for contacting the Kroger Executive Office. We appreciate your feedback. Going forward, you will no longer be allowed to participate in the fuel program (earning and redeeming fuel points). We are unable to credit fuel points back to your account due to suspected violation of Kroger’s Fuel Redemption Rules. You will no longer see fuel points on your account, nor will you see points online or on the mobile app. Please visit **************** to view complete rules of our fuel program. We appreciate your business, and you may continue to shop with Kroger, but we will not restore an account once it's deactivated.
  
  We appreciate the customer's comments. At this time we have addressed their concerns and have nothing further to add.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/21/2023

  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 response doesn’t explain why the problem happened, and doesn’t even try to solve any problem. Further, it actually deactivates my account to receive points in future. The response is full of arrogance, and shows no responsibility to the customers. This reply is also different with what their customer support team told me in the phone. Some of their employees must be lying to customers or ineligible for their position to solve problems.

  
  
  
  Regards,
  
  
  
  **** ***
  
  

• Initial Complaint

  Date:01/28/2023

  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 went through self check out in the new Krogers in Miamisburg. The Thomas Bagels did not come up as a buy one get one free, they charged me full price until I complained to the cashier. I also noticed that my milk cost 2.99 when it advertised 1.99. I think they need inspected.

  Business Response

  Date: 02/06/2023

  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: 02/06/2023

  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:01/28/2023

  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.

  I did a Kroger grocery delivery order. On my end says the items were delivered and never came. On Kroger end says cancelled. The shopper also added a chuck roast and roast mix. I called Kroger because my card was charged a total of $113 in two different transactions. Kroger said it would take 7 to 10 business days to process my order. I was buying groceries for my family for this week and now I have to wait 7 to 10 business days. That was my grocery money for this week. I feel totally scammed. My refund should be instant so I can provide groceries for my family this week. They added the extra items by doing a substitute. I will attach where it says delivered, where they substituted things, and a copy of the text messages with the shopper.

  Business Response

  Date: 02/06/2023

  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:01/27/2023

  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.

  Why is the store charging by $5.99 for each 3 oz portion, but the price on the app is $5.99 for 1 lb (16 oz)?

  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.  Prices of products offered for sale through Kroger delivery online from the store you have designated as your preferred store may differ from prices offered for the same products at a different preferred store and/or may differ from prices offered for the same products in brick and mortar (physical) stores due to such reasons as preferred store location, fulfillment store location, day of pick up/delivery, in-store promotions, or digital coupons. In the event that the total amount of your order when fulfilled is less than the total amount of your order when placed due to a net increase and/or decrease in prices but not due to out of stocks or substitutions, a refund for the difference may be applied to the card used for payment within 24 – 48 hours of the delivery. Certain promotions and coupons, including paper coupons, may not be available or accepted online. In the event of a pricing error, an order may be cancelled, and the price corrected. Price and availability of products may change without notice. Additional delivery and service fees may apply. The final price you pay is the price for the products you receive on the day you pick up your order (or the date your order is delivered, if available), not the price on the day you place your order (unless both occur on the same day).
  
  We appreciate the assistance of the BBB.  We appreciate the customer's comments. At this time we have addressed their concerns and have nothing further to add. 
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/27/2023

  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.

  I made a delivery purchase from my local kroger store #******** on January 11, 2023. When the notification that my groceries were delivered ********************), I could tell it was not delivered to my apartment door.. I contacted customer service immediately for resolution and was given reference ******** and was told my refund for 55.55 would be refunded with 7-10 business days. . I contacted customer service again on 1/23/2023 and was told that my refund would take another 7-10 business days to process. This is totally unacceptable. I am on a fixed income and need my refund processed and returned to my account immediately. Please help. Thanks.

  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 was processed back to the customer's account on 1/30/23.  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:01/27/2023

  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 placed a delivery order with Kroger that was delivered 1/26/2023. In that order was a 43 oz bottle of Kroger concentrated bleach. It was obviously very leaky. It was my only grocery double bagged so the packer definitely knew it was a leaky bottle, was just too lazy to get a different bottle or was instructed to keep that bottle. The bag had a puddle of bleach in it that I didnt see until pulling out the bottle. This got bleach on my shoes and ruined them (bleach spots). I used Kroger's online "chat with an agent" feature via the Kroger app. Alyssa, my agent, said the situation would be made right. 20 minutes later she tells me all Kroger would do is credit the bleach, plus $5. I find that rediculous considering your employee ruined shoes I cant replace (they are no longer made in this style) that cost me $55. I was polite and civil with Alyssa and I know she only has so much power but I do not feel like that is a fair reimbursement. I wasnt expecting to get new shoes paid for, but 7ish dollars for this experience was like spitting in my face.

  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.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  We apologize for the experience that was had.  This is definitely not the experience we want our valued customers to have.  We have issued credit back to the customer's loyalty card ending in  **** and we have issued and additional $10 credit to customer's loyalty card.  We truly apologize for any inconvenience this has caused.
  
  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 find that this resolution is the best I'm going to get and don't feel like dealing with it anymore so I'm closing the matter. $15 total in credits for a $55 pair of shoes that I can't replace is still rediculous, but it's better than nothing. 
  
  
  
  Regards,
  
  
  
  ******** ********
  

• Initial Complaint

  Date:01/26/2023

  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.

  My complaint involves my visit to Kroger's ******** ** in Lancaster Ohio 43130 at 01/26/2023 at 424 pm receipt number *** *** *** *********. Leaving the store after self checkout, alarm sounded and my cart wheels locked up, could not move cart and in the exit area had to pull up another cart and transfer items to proceed out of the store with customers looking and wondering what's going on. A few weeks earlier, I had to help an elderly woman in the same exact exit area transfer her items after alarm sounded and wheels locked up on her cart. I want a explanation, truth, of why the store I have shopped at for years, and willing to self check my grocery's, that I'm helping other customers and myself switch carts so we can simply leave with our grocery's that we paid for

  Business Response

  Date: 02/03/2023

  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: 02/23/2023

  The customer concern has been resolved.  
  
  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 I* ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** ******
  

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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've been repeatedly trying to get Ralph's (affiliated with Kroger) to stop sending me unsolicited mailers to my address, but to date I have been unsuccessful in doing so. Can someone help me remove my address from Ralph's mailing list to stop all future mailers? 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 has been removed from our mailing list.  We apologize for any inconvenience 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 ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ********** ********