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.
539 complaints closed in the last 12 months.

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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:01/16/2023
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.
Initial Complaint
Date:01/12/2023
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.
On 1-11-23 Kroger gave me a $30.00 credit towards my next order because of issues with an order they delivered. When I placed my next order it did not appear. Kroger Customer Service instructed me to type a message in the special instruction of the first item to apply the credit. They did not apply it, and charges my credit card. Customer Service told me I had to wait 24 hours and call back to get the $30.00 back on my card. I called back and they refuse to put it back on my card. They said they will apply the credit to another order, which is a lie. They hung up on me.
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.
Customer Answer
Date: 01/20/2023
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.

No response was given. They sent me an email with a 2 question Customer Satisfaction Survey?

Regards,

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

Business Response
Date: 01/27/2023
Thank you for contacting the Kroger Executive Office. We appreciate your feedback. Upon review of the shopper's account, I see the customer received a $30.00 credit. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane or automatically will redeem on your next online order once the order it picked up. Please remind the cashier at the beginning of the transaction that there is a credit on the card. Also, keep in mind that anyone else in your household who may share this account with you will also have access to this credit.

Regards,
Kroger Co.
Initial Complaint
Date:01/12/2023
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.
My claim number with Kroger customer service is #********. On 12/19/22 I placed an order for delivery to my residence. My delivery window was 6 p.m. - 8 p.m. On 12/19/22 I received a text at 5:29 that Dee S. just started shopping my order. At 7:08 pm I received a text that Dee S. had checked out. At 7:46 p.m. I received a text stating "Hi, this Chrisann with ********* Care. Your shopper encountered an issue while fulfilling your delivery. Your order will be assigned to the next available shopper." I started receiving texts from a new shopper named Shawn. At 10:06 p.m. I received a text that Shawn refunded an item. That was the last text I received. I checked my email, and at 10:44 p.m. I received an email from Kroger that stated: "We ran into an issues on our end fulfilling your ********* order and it has been canceled." I never received any of my order from Kroger. I was charged two different amounts, the first being $252.42 which was not fully processed and went back into my account. The second amount of $253.71 was pending. On 12/21/22 the $253.71 was processed and taken out of my account. I called on 12/21/22 and was advised that a refund had been initiated and would take 5-7 business days. On 12/29/22 I still had not received a refund and called customer service. This time I was advised I needed to wait 7-10 days. I was advised to call back on 12/30/22. I checked my account on 1/2/23 and my money was still not refunded. I called customer service again on 1/2/23. This time I was advised my refund was not processed until 12/28/22 and I need to wait 7-10 business days from that date. I called AGAIN on 1/9/23. This time I was advised they see where the refund was requested on 12/21/22 but has not been submitted. Dyna is who I spoke with 1/9. She stated she pushed this through to accounting and it will be expedited. I should have my money by Friday. I am a mother of four children. Please assist me in getting my money back to me.
Business Response
Date: 01/13/2023
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: 01/13/2023
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:
The response only thanked me for contacting them through BBB and stated they forwarded my complaint on to Upper Management. This response does not resolve anything at this time so I cannot accept it as a resolution. This needs to remain open.

Regards,

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

Business Response
Date: 01/25/2023
The customer should receive a refund within 3 to 5 business days. The customer concern has been resolved.

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 find that this resolution is satisfactory to me.

Regards,

******* ******
Initial Complaint
Date:01/12/2023
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.
Our local Fred Meyer store in Klamath Falls, OR is a part of the Kroger chain of stores, and uses Kroger's computer system for the Prescription Drug and Fuel Points programs. It's 7:000 A. M. PST, yet I'm unable to access my Prescription drugs. This is a ongoing problem, not an occasional one. A message will appear on the Prescription drug site " We're unable to fetch the information at this time". Really? The Fuel Points site has dropped the "Details" area, also an ongoing problem. How does Kroger/Fred Meyer expect a customer to make informed decisions without this information?
Business Response
Date: 01/31/2023
Thank you for contacting The Kroger Executive Department. I am in receipt of your complaint sent through the BBB. We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership for internal review. Please follow -up with your local Pharmacy for your prescriptions. We appreciate the assistance of the BBB.

Regards,
Kroger Co.
Customer Answer
Date: 02/03/2023
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.

Regards,

*** ******
RE:ID# ********, the company hasn't resolved the problem. If you, read their response, you'd see it's standard letter# 43, pure PR BS, and designed to blow off a complaintant. And they didn't contact me as I requested. They don't even have a telephone number listed.so a person can't contac them directly to resolve a problem. Incidently, the Pharmacy Manager has quit after only a few short months on the job. As for following up with the local Pharmacy, as they suggested, that's a joke! There's nothing they can do. All the computer systems are Kroeger's, so the remedies MUST flow from Kroeger. And, if you read their response, it's not even signed by a person, just "Kroger Co." I've never seen a company MORE anxious to NOT talk to their customers, and to take MEANINFUL steps to correct a problem.
Initial Complaint
Date:01/12/2023
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 had a prescription krogers could not fill since last week. I found the prescription at another pharmacy and requested a transfer to *** at 8:00 am. Making several calls throughout the day, at 3:30pm Kroger's claimed they didn't receive the transfer request from *** untill just then. *** states the transfer was out in hours prior, By 4:00 Kroger's still had not sent the prescription transfer and speaking with a pharmacist at Kroger's, he Quote started he did not care that it wasn't sent nor that I've been lied to about it!!! This prescription is for preparation for surgery for Aggressive Cancer!!!
Business Response
Date: 01/13/2023
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: 01/13/2023
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, they claimed the received it and are reviewing the complaint and offer nothing in regards to it not even so much as a apology.

**** ******
Business Response
Date: 01/23/2023
The customer will be contacted by directly with details on this concern. Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership.
Regards,
Kroger Co.
Customer Answer
Date: 01/23/2023
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,

Once again The company side tracks the complaint and or issue cwith a bon response ok there than to supposedly contact me the customer/ complaint ant directly. Which they may or may not do. Extremely unprofessional!

**** ******
Initial Complaint
Date:01/11/2023
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.
A fraudulent check was passed at your King Soopers location in *********** **. This check had our company name but the name of individual not associated with our business. There was no bank on the check and the account number and routing number were not of the bank that we use. This was a completely made up, fraudulent check and should have never been cashed or accepted by your company. You have attempting to get payment on this. I have called your number 3 times and have not been able to get through to anyone. In addition, I have emailed you the affidavit from the bank that was notarized letting you know it was fraudulent transaction. I have talked with Amana E S**** in the Kroger Customer relations. You store procedures should have prevented this check from being accepted in the first place. At this point please drop the claim for payment and update your training for employees on check acceptance.
Business Response
Date: 01/16/2023
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:01/10/2023
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.
This Kroger's is advertising ******* cigarettes for $4.20 and mgr refused to honor marked price, charged me $5.05. Should not be 85 cents for tax, that would be 35 cent max.
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. In order for us to proceed, we would need you to respond with the store location. Once received, we will review and follow-up. We look forward to hearing from you soon.

Regards,
Kroger Co.
Initial Complaint
Date:01/10/2023
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 made a purchase in this store on December 10th using self checkout. It said my car did not go through and I had to put it in three times. The third time in associate came over and helped. When I got home and looked at my checking account I had been charged three times. The amount each time was $33.74. I called Kroger and spoke to management twice about this and they told me to call the corporate office. I called the corporate office they said the manager had to file the claim for this they said that they could see that I was charged three times incorrectly. I should have only been charged once. I have called the corporate office twice and I still have not received a refund of $33.74 * 2.
Business Response
Date: 01/16/2023
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: 01/21/2023
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,

**** *******

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The Kroger Company is NOT a BBB Accredited Business.