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.
540 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:01/22/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Frys Food and Drug provides coupons via mail about once a month. For the last year there is an issue with the Kroger Paper Towels coupons; The actual paper towel products have been changed across the board, yet the coupons being provided have not, so they are for products that no longer exist and haven't existed for a long time. For instance, all of Kroger paper towels have a numeric designation indicating how many regular sized rolls each roll actually equates to, 2=4, 4=6 etc. Sometime during 2022 they increased the roll sizes so now 2=5, 4=8 etc (the numbers I am using here are just examples). Yet the coupons provided are for products that no longer are produced by Kroger and are no longer for sale in any Kroger owned locations.
Business Response
Date: 01/27/2023
Thank you for contacting The Kroger Executive Department. I am in receipt of your complaint sent through the BBB. Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership. We appreciate the assistance of the BBB.

Regards,
Kroger Co.
Customer Answer
Date: 01/28/2023
Better Business Bureau:

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

Regards,

***** *****
Initial Complaint
Date:01/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/17/23 I went to " Pickup " my groceries that I had ordered the previous day from Fry's grocery store . As I sat in my car waiting for my order a young man comes out and states that they will NOT be fulfilling my order . When I asked why he went back inside to get his manager ( Laura or Laurie ). The manager comes out and while I'm sitting in my car the manager is raising her voice , talking over me , and is just rude and offensive . I was EXTREMELY embarrassed as her voice was drawing attention. To make a long story short , she denied my order , and walked off without giving a valid reason. I go home and call customer service to file a complaint , in which sparked a hour and a half of getting bounced around there . Finally they issued a credit of $30 and apologize for my treatment.......................Later that day I attempt another online order with Frys , my pickup time was scheduled for 12-1pm today ( 1/18/23) While at a Doctors appt I get a call from a guy named " *** ". He states that he wont be able to fulfill my order because..........." We don't have any of your items in stock "...then rudely hangs up. This man sounds like the same guy from the day earlier . Anyways, After my Dr apt I immediately drive to the store , and check each and every of my 6 items ordered....EACH ITEM WAS SITTING ON THE STORE SHELVES !! I took pictures dated and timestamped of each item . I come home and called the store and then corporate . Sparks a 3 hour phone call between store and corporate . Corporate states that my order should NOT have been cancelled......Store Manager states corporate told him to do it in an email from corporate Ohio.......???? This manager ( ***** was also rude and very disrespectful. I believe wholeheartedly that my order refusal , and treatment was done as retaliation to my corporate complaint the day earlier . And if it's not , then it's FALSE ADVERTISING , as they aren't honoring , nor explaining WHY they don't honor their own promos.
Business Response
Date: 03/24/2023
Complaint ID ******** ****, *********

Response:

The cancellations were due to an internal company wide issue. The customer received a token of appreciation as a result.

Regards,

Kroger Co.

Customer Answer
Date: 03/24/2023
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,

********* ****
Initial Complaint
Date:01/18/2023
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'm sick and tired of kroger giving me the run around on two separate refunds they owe me they told me I would get them in ten business days and it's been over three weeks and now they are saying another two weeks and I am on disability I need for food I have nothing to eat and I got bad high blood pressure and haven't had my medicine because of this for over two weeks I'm extremely sick dizzy chest pains something needs to be done about them now darn it
Business Response
Date: 01/25/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your compliant. We need more information in order to review your concern. Once reviewed, we will follow-up.

Regards,
Kroger Co.
Customer Answer
Date: 01/25/2023
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,

******* ********
Customer Answer
Date: 01/25/2023
I still haven't received refunds and because of this my babies are going hungry and my husband can't get his medicine for blood pressure and diabetes and that's dangerous for his health
Business Response
Date: 02/03/2023
Please respond with your order number, 12-digit card number and receipt information:

1. Date of the transaction

2. Time of the transaction

3. Series of numbers after the time

4. Amount of transaction

I would be more than happy to assist. We look forward to hearing from you soon. Once received, we will follow up with you soon.

Regards,
Kroger Co.
Initial Complaint
Date:01/18/2023
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.
We live in **** *******. And we go to the locations of frys on ******** road and ****** in **** **. And ******** road and ***** road in **** . And my husband bought two bacons,, TV antennas, bags of ground coffee that was half of on sale and vitamins. And he went there today on January 17 2023 and it is the same stuff with the workers and customers they argue with us and the customer push my husband out if his way with his food on the coverar belt. We were there two weeks ago and we were returning the bacon and the manager wouldn't return it because of the date when the bacon was bad and it made us sick with a belly ache and pains in our belly. And she was a manager and really rude too us we bought other things and they are not very helpful to there customers. They are a rip off and make people argue too much
And when I did the live chat two times they were very rude to. We want our money back in a refund check they have money because they advertise alot . We spent over $100.00 dollars on all the food. We are recovering from covid and we are on oxygen. And we are on social security. We are a disabled couple.
Resolution, we want our money back please. And no credits. We want a gift card or a refund check please. Thank you.
Business Response
Date: 01/25/2023
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: 02/06/2023
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,

******** ********
It is not resolved. We want our money back please. They are still rude to me and my husband. We bought coffee and we got sick on it. And we bought a tv antenna and it doesn't work correctly. We paid $90.00 dollars on everything and we are sick on the coffee and bacon because the location on ****** and ******** road in **** **. And the location on power road and ******** road in **** **. They are still rude too my husband and push him out of the register. And told him too eat the bacon and I hope you guys get sick on it.we spent $100.00 dollars in there .we want a refund check please. We are recovering from covid and we are on oxygen. We are a disabled couple. We are on social security disability. Thank you.

Business Response
Date: 02/14/2023
The customer issue is still
under review. Again, I apologize for the delay. Once completed, we will
follow-up.

Regards,

Kroger Co.
Initial Complaint
Date:01/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into the Foods Co Grocery Store on **** * ***** ****, ******** *** ***** as a patron. I proceeded to the
meat section and noticed that the store was having a sale on racks of fresh pork ribs. The price indicated that the ribs were on sale for $2.99 and the sign didn't dictate that the ribs were $2.99 per pound. I was in disbelief by what I saw, so I went and got with an employee named Francisco working in cold foods. I mentioned to him what I had seen and asked him to take a look at it as well to verify. Once Francisco was in the meat area he verified that the racks of ribs were just as the sale sign showed, $2.99 as a sale price per rack and not $2.99 per pound. I then proceeded to get a buggy and I picked up two racks of ribs with a few other items and headed up front to the register. Once at the register the cashier by the name of Nikcole scanned the ribs and they came up as regular price. I then explained to her that the ribs were on sale for $2.99 and I also showed her that I had taken a photo as proof. So in an attempt to reduce the price the system wouldn't allow it, so the cashier then called for a manager-Alvin. Alvin then called the store manager-Elisabeth, so Elisabeth and I went to the back where the ribs were. She then called this gentleman by the name of Lupa and told him of the price and he immediately became belligerent and unprofessional for no reason. Lupa also tried to insinuate that I was trying to get something for nothing, as if I was trying to steal from the company by getting the food items at a lower price. The store manager also tried to imply right along with Lupa that I couldn't understand what I was reading. She also came to me a little later and stated that she reprimanded Lupa for his unprofessionalism after I had left the scene, she also stated to me that she couldn't honor the sale price of $2.99. I told her that was fine but that she or her staff needed to adjust the verbiage on the sign so that it states $2.99 per pound.
Business Response
Date: 01/23/2023
Thank you for contacting the Kroger Co. We’re in receipt of your contact sent through the BBB. I do apologize your experience was less than satisfactory. It is not our intention to frustrate or upset our customers. This customer's comments provide us the opportunity to evaluate, address and provide coaching as a learning experience. We continually look for ways to improve and will certainly take your feedback and your comments which provide us the opportunity to evaluate, address, and correct our processes if necessary.
Regards,
Kroger Co.
Initial Complaint
Date:01/16/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Kroger for it to be delivered to me. It was scheduled to be delivered between 11:25am-1:25pm. My shopper went through the entire order, I was sent confirmation that they were on their way and they never showed up. I chatted customer service, was disconnected on, I chatted back in and was told a new shopper would be at my house with my order between 3pm-3:30pm, nothing arrived. Again I was told my shopper had gotten my order and was on the way but no one arrived. I called spoke with a supervisor and they told me another shopper would be here with my order between 7:20pm-8pm. At 7:45 I received an email from Kroger that my order has been cancelled without my approval. I contacted customer service and all I’m being offered is a $20 credit. They issued a refund but said it would take 10 business days. They told me the order’s never arrived due to store outages. But I was never informed of this until 9pm.
Business Response
Date: 01/20/2023
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:01/16/2023
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 agreed to pay $82.01 for an online order, and they sent a confirmation email with that total, but then charged me a different amount of $96.49.
Business Response
Date: 01/18/2023
Thank you for contacting the Kroger Executive Office. We appreciate your feedback. I am in receipt of your concern that you sent through the BBB.
We are committed to providing you with the most enjoyable experience possible and your comments provide us the opportunity to evaluate, address, and correct our processes if necessary.
The customer’s credit card will be authorized with a hold for the estimated order total. The prices are estimates -your final charge is determined when you receive your order. Things like coupons, taxes, (if applicable) weighted items, or weekly Ad price changes may affect your cost. Once the order is delivered, we’ll replace the hold with a single, final charge for the order amount. It can take up to 48 hours for the transaction to show up on the customer’s bank statement.
Upon review, I see you were charged for the correct amount. The $82.01 was an estimated total of the 3 bottles and the delivery cost. The items were $89.97 for the 3 bottles of Nature's Way at $29.97 each and the sales tax of $6.52 for a total of $96.49. Also, I see the delivery cost was waived.
Cost Summary
Item Total $ 89.97
Promo Total - $ 4.99
Shipping Fees Total
$ 4.99 Standard Shipping
$ 4.99 FREE
Taxes $ 6.52
Sub Total $ 89.97
At this time, this is what's in place for our customers that wish to participate in our online ordering.
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: 01/18/2023
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 item subtotal was $89.97. I applied a coupon code, ****** as a new customer to get 15% off ($13.50), as is shown on the receipt. The total should have been $82.99 with tax included. I don't know how your system came up with $82.01. You took away the 15% off discount that your website originally accepted, then on the receipt, you increased the price of the product to make it appear that I still got the discount. That is called bait and switch. The price shown at checkout should always be the price paid.

Regards,

******* *****
Initial Complaint
Date:01/16/2023
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 an order for delivery on 12/30/22. Before the order was delivered, I was informed by the delivery driver that she had scanned the wrong receipt, but had corrected it. My order total was $78.89. The order that I was charged for was $145.52. I spoke to ***** in customer service, Reference no. (*******). I explained what happened and she told me that I would be refunded the $145.82 in 7 to 10 business days. I tried to explain that I would be happy to pay the $78.89 that I did owe, but she did not seem to understand. I sent an email on 1/11/23 inquiring about my refund. I got an email back from ****** telling me to call customer service. Today, 1/16/23, I called customer service and spoke to a person who told me that the refund was never sent in and that she would submit it right now. I asked to speak to either accounting or her management. She put me on hold and eventually hung up on me. I would like a refund for $66.93, which is the difference between the order that I actually received and the order for which I was charged.
Business Response
Date: 01/18/2023
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: 02/02/2023
The customer was already refunded as of 01/11/2023 in the amount of $145.52 to card ending in ****. The Auth code: *******
Customer Answer
Date: 02/02/2023
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:01/14/2023
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 attempted to purchase groceries on my Kroger app using their delivery method. Was told my groceries would be delivered by 12:20. They never showed and the order was somehow cancelled. I contacted their online services due to myself having Covid and barely any voice. The gentleman told me I could contact my bank to have my money put back into my account because it was a hold not a debit. After contacting my bank it was in fact a debit and there are now two debits out of my account from them. I called to make a case file about getting my money back and was told it will take them 7-10 days to do so. I never received any groceries from them and they have debited my account for almost 280 dollars. After speaking with others this is something they have done to many other people and some have never received their refund back. This is outrageous! It should have been an immediate refund of money!
Business Response
Date: 01/18/2023
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:01/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attempted to purchase alcohol from Kroger on Diamond Causeway in ********, GA on January 13, 2023 and was denied the sale due to me having a temporary drivers license issued by the Department of Drivers Services in Savannah, GA. I offered 2 forms of ID (temporary license and expired license, also had debit card with my information on it). The employee at self checkout was very rude to me and sent me to customer service. I am outraged because this exact same Kroger sold me alcohol with the temporary ID and expired ID the day prior, January 12, 2023. I explained this to the customer service/management and to the employee at self checkout. They did nothing to resolve the problem and would not offer me any explanation as to why I was sold alcohol the night prior but denied alcohol the next day, offering the same form of identification at both occurrences. I attempted to contact Kroger concerning this matter 3 times via phone call (I was hung up on every time) and 2 times via customer service chat online (I was told there was no representative available to help me). I have been buying alcohol from this location for the last 3 years and have never experienced such problems before but I am extremely dissatisfied with the way the situation was handled and with the way I was spoken to by the self checkout employee and by management at customer service. This store should be penalized for allowing an alcohol sale day prior and denying the next day when the same form of ID was offered at each occurrence.
Business Response
Date: 01/17/2023
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.

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The Kroger Company is NOT a BBB Accredited Business.