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

1,647 total complaints in the last 3 years.
541 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/26/2023
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 went in to the store the day before my Bday Jan 14 and I attempted to use my healthy foods card. Obviously that was the beginning of all the chaos and issues. I have SNAP too. So while at self check out it accepted my $21.34 payment for healthy foods but not the bal of $20. for the rest of my items. I notified the attendant in the self check area..he was supposed to reverse the transaction.Gabe brought me to the front where he was and charged $39.16 to my EBT card and advised that is the new process..even though I wanted to use both cards. he brought me to Customer Service where Saisha and I argued about what should be done and could be done and in the end she refunded to my EBT $20.18 which is incorrect in itself. She recharged my Healthy Food Card $21.34 which mind you was the 2nd charge for the same items on this card. I have all receipts except the self check one. I have my Healthy Foods screen shot showing both charges same day as they are duplicates. I called to the store was advised to come back in. I am frustrated not sure when I will get back to that side of town and want one charge refunded back since I was wrongly charged for the same items twice and not refunded for either of them. Also if you require EBT first this will always be a problem for all your customers. This is mentally exhausting the whole process the issues involved the arguments the works. Please look into this matter and resolve it by the information I'm providing I pray i don't have to pay for a **** to that side of town for a mistake I didn't make, over my benefit card and Kroger's new policies in regards to it.
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.

Customer Answer
Date: 02/07/2023
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,

****** *****

This is not a response to my complaint, only a confirmation that it is being reviewed. Please provide an update.
Business Response
Date: 02/16/2023
We have issued refunds in the amount of $21.34 and $2.36 back to the healthy benefit card. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/18/2023
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:01/25/2023
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 have shopped mainly at Krogers since the 1970's and have always been happy with them. However the last few encounters with the telephone customer service have been rude. I called the customer service number on 1/22/23 at 7:06pm EST from ###-###-#### and was told that because I used EBT they would not help me with the items I was overcharged for. I called back and asked for manager and was told one would call me. No one ever called. I called back today 1/25/23 at 10:12pm EST and the phone rep was very rude and said she refused to help me any further. I want someone to listen to the calls to verify my claims and fix this problem and call me after 5pm EST , I am available after 5pm EST everyday .
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. Our records show that the customer spoke with a member of our Executive Team on 1/26/23 in reference to this matter. The refund was submitted to our accounting department on 1/26/23 to be processed back to the customer's account. We truly apologize for any inconvenience this experience may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/19/2023
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,

******** ******
Problem:
I shop at my local Krogers store daily. I made a BBB complaint recently and since then the customer service people have been very hostile towards me. I need to speak to senior management. My number is ###-###-####.

Desired Resolution:
Contact by the business

Customer Answer
Date: 03/02/2023
I keep getting overcharged at store and rushed thru checkout line. and 800 number stopped reimbursing my account because we use ebt. the customer service is always closed at the store.Denice at ************ claims she reimbursed the ebt card but didnt do so. The news anchor told me that I should give you a chance to fix it. But you all didnt fix it

Business Response
Date: 03/03/2023
I see a credit listed on the customer's Kroger Shopper's account. The credit can be redeemed on your next instore or online order in store checkout or pick/delivery. We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. The customer 's concern was submitted and has been resolved.

Regards,
Kroger Co.
Initial Complaint
Date:01/25/2023
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.
Krogers has recently began using instacart as a way of cutting corners and saving money... With that being said, I ordered groceries on Monday to be delivered between 7-9pm. My order came at 1030pm. No big deal it was cold out and the girls were nice so I tipped them 40$ anyway.

After noticing that I was charged 22.00 for something I didn't receive I called kroger and had to jump through hoops to reach someone that could refund me.

Needing the items left off of my first order, I decided to place another order for delivery Wednesday. Mind you, I usually have a kroger delivery truck bring my groceries. I placed my order which was to be fulfilled and delivered between 1-3pm today (Wednesday). At 2:05 pm I receive a notification saying that Jeffery had started my order and to stay by for any substitute approvals that may be needed... I waited... and waited and finally just before 7 called instacart customer device only to find out that HE CANCELED MY ORDER!!! No notification then! Waiting for the ingredients for dinner for hours, thinking the man was fulfilling my order, because of course common courtesy is dead so I was never notified...

Instacart couldn't help me at all, they could only out me on hold for 10 minutes while transferring me to a kroger rep... that... offered me 15$ for my inconvenience!!! WOW is all I can say. Pretty sad of krogers. A big box store laying off senior employees, cutting corners and robbing their customers all the while the ceo makes more money than the average person would even know what to do with.

Back to my point... I spent 700$ the first time and almost 400 the following day to get groceries delivered, as I only place orders about once every 45 days for staples to stock up. Next time I'll pay extra for groceries with outrageous prices we have these days and support my local privately owned grocer...

Lesson learned... common courtesy is a thing of the past and people's words are as well.

No more instacart or kroger for me. 0
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.
Initial Complaint
Date:01/25/2023
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 December 28th I received gas from Kroger Fuel #*** in ***********. About an hour or two after fill-up I noticed that my truck started acting funny. BTW This is a **** ***** ******. I immediately took it to the dealer because it was impacting on my drive. The dealer did a few tests and told me it was the bad gas that messed my truck up. I immediately contacted Kroger store ***** ******* ** ********** **** ***** and they never answered for like 6 hours. I called the gas location and spoke to a gentleman and he told me his manager had left and to keep trying the store. On 1/3/23 i decided to walk in the store and i talked to a manager that was there. He was not the nicest person at all. I explained what happened and told him who they told me to talk to. Then another guy comes down and he said "I'm not sure what to tell you"/ Like excuse me? I'm out of a $40,000 SUV! I was forced into a rental and I'm not happy I want this rectified. I also heard of another location having this same gas issue. So he wrote all my info down and receipt info and said he would get in touch with me. For the last 2-3 weeks I've been in that store- called- and nobody helps me and they told me its on me. No its not on me this is on Kroger!!! If this isn't fixed a lawsuit will definitely come and for my sake there are other cases here in the Cincinnati region similar to mine and they would do a class action if needed since Kroger doesn't care.

I used my kroger card to pay for the gas and the ALT ID is **********
Business Response
Date: 02/02/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.

Regards,
Kroger Co.

Customer Answer
Date: 02/02/2023
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.

The fact that it’s been over a month is sickening!

Regards,

**** ******
Business Response
Date: 02/23/2023
I apologize for the delay in responding. The customer issue is still under review. Again, I apologize for the delay. Once completed, we will follow-up.

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,

**** ******

the business stated they are still working on this.
Business Response
Date: 02/27/2023
Upon review, the store management team has reached out to the customer. I see the customer was contacted 2/25/23.

Regards,
Kroger Co.
Initial Complaint
Date:01/24/2023
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 was charged for disposable bags and not given the option to opt out.
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:01/24/2023
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.
Kroger has left a hold on my checking account for groceries I paid for over a week ago. Why can this company leave a hold on my account account for over a week for groceries that have been paid for? This has caused a financial hardship to me as a retiree on a fixed income. My Kroger Plus shopper number is 4*********31. Appreciate any help you can provide. Thanks
Business Response
Date: 02/02/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.

Regards,
Kroger Co.

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. Preauthorization holds typically fall off in 3-5 business days after the completed transaction. Banks determine how long the preauthorization hold is on the card/account. We request that the customer contact their bank directly to expedite the release of funds. If the hold stays on the account longer than 5 business days, please contact us at ###-###-####, so that we may further assist with this matter. We truly apologize 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 ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I did call my bank and was told it was up to the business that put the hold on my account.

Regards,

**** ****
Initial Complaint
Date:01/24/2023
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 did a curbside pickup on Nov 23 just after 8:30am and I was charged the wrong amount to my EBT card. Order *******************, the order confirmation email gave me a total of $30.62, the amount charged to my EBT is $92.50 And the order no longer shows up in the Kroger app or the website
Business Response
Date: 02/02/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.

Regards,
Kroger Co.
Customer Answer
Date: 02/13/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** ********
I didn't get a message that Kroger responded to this. As of right now,
47 business days later, I still haven't received a refund from Kroger.

Customer Answer
Date: 02/13/2023
This morning I received a refund of the full amount that was owed to me
by Kroger.
Initial Complaint
Date:01/23/2023
Type:Delivery 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 placed delivery order they Kroger App. 1 hour after order, Instacart started sending me text messages that many items were not available. I had a friend and family member tell me those items where their as they were at store 15 minutes prior. I told Instacart to just cancel my order. They said too late, which it was not. I then said I would just go up to store and get items myself. I asked for refund. I said not to enter my property as I was leaving. Inwas then threatened via text
Message that they knew where I lived. I have copies of that text attached. I feel scared now and locked my doors and put on alarm. I have never been threatened. I called Kroger and they said my food was delivered anyway. But it was not, nor does my Romg doorbell catch anyone dropping anything off. So I was charged and never received anything. I have all the evidence. Kroger can go to my account via my membership and see that the items Instacart claimed
Where not at store we’re
Purchased by me 15 minutes later. They straight up lied,
Wasted two hours of my day waiting, I ended up driving and wasted gas at
Night and now I can’t sleep because of threat!!!!!!
Business Response
Date: 02/02/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.

Regards,
Kroger Co.

Business Response
Date: 02/20/2023
I apologize for any inconvenience caused. The customer should receive a refund within 3 to 5 business days.

Regards,
Kroger Co.

Customer Answer
Date: 02/20/2023
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.
kroger corp said they would give me the Kroger Boost and still waiting. I also see that they took money out of my account for boost and I never even wanted it. They offered it to me for inconvenience. I would like full $99 refund and the boost year plan they offered.

Regards,

**** ****
Initial Complaint
Date:01/23/2023
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.
New customer ordering from Kroger delivery service.

Pricing online automatically deducts coupons. The "estimated" price on my last order was close to $50 more than the total given at checkout and what I was expecting, in large part due to coupons automatically deducted. The language make it clear that it is "estimated" because of fluctuations in item pricing between delivery and order date, adjustments for out-of-stock items, and replacement items being of a different price. It's is a VERY unethical practice to take away $35+ in coupons your system deducted AFTER delivery. I seriously mean you could have a lawsuit on your hands (not by me at this time), so I think you need to fix this.

I tried to get help via email, but your email support did not reply to me. I went through chat, and that was a gigantic waste of time (45+ minutes).

Very simply, you cannot estimate a price and then charge whatever you want. The explanation the chat rep gave is absurd. Your system is flawed or purposely misleading to Kroger's benefit. In either case, I will not be the dupe for a bad system.

I want the $35 off PLUS $10 credit for having to waste almost an hour with awful customer service, who was unwilling to actually help or escalate to someone who can. See email image for order number.

Small adjustments are fine. I ordered a bunch of cheese that that wasn't available, so the total should have been about $12 less than quoted (around $41-42). The chanrge was over $90. It is YOUR system's responsibility to not apply coupons that are not valid. It should know whether they've been used, factor in the date of delivery, and estimate, fairly closely, the delivery charge. I can no longer see the coupon codes, but I know there was one $10 and two $15 off. These may have been the same on a previous order.

There is principle here. I have not left poor reviews for your service yet. I have not contacted my credit card company. But I do feel this is unethical.
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 requested credit was added to the customer loyalty card ending in **** on 2/1/23. We truly apologize for any inconvenience this has caused.

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 find that this resolution is satisfactory to me.

Regards,

**** ******
Initial Complaint
Date:01/23/2023
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 experienced Kroger charging my account a second time after already being paid and final receipt was received. The charge was even higher than the total that they showed on the “updated” receipt. I spoke with a representative who apologized for a “glitch” on their end and initiated a refund that never came. I even offered to return the items and was told they couldn’t be returned. I have chatted, called and emailed numerous times and given different time frames that my “refund” should be processed. It is now over a month with no refund to be found. I’m getting chat disconnections when I inquire about it and they have never emailed me back. I think it’s unethical for this company to do this to its consumers because of an error on their part.
Business Response
Date: 02/01/2023
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.
Business Response
Date: 02/16/2023
The refund has been submitted back to the customer's account. We truly apologize for the delay and 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 ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The amount charged to my card does not equal the amount refunded. I was even overcharged from the beginning. Not sure if “taxes and delivery” are being deducted, but it still doesn’t equal what was charged to my account.

Regards,

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

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The Kroger Company is NOT a BBB Accredited Business.