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Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,612 total complaints in the last 3 years.
    • 545 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2023

      Type:Billing Issues
      Status:
      Answered
      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 transaction was made on my EBT card from Kroger in a state I don’t even live in I called they corporate office and the incompetent workers asked for some numbers off my card and said they couldn’t find anything associated with it my they had no remorse nor had any plan of action to fix things the lady said she don’t see anything and proceeded to end the phone call I said I will try to get proof she gave me a case number to call back when I can have proof of the transaction not one sympathy reaction I have to feed my kids with some money that was stolen from there system the problem originated with miejer at this POINT HATE meijer and Kroger the worse place to even deal with shop there if you want your information stolen. 7 years ago someone in there system also tried to hack my debit card I will NEVER return & I will be spreading the word BEWARE OF YOUR FINANCIALS because this store will ROB YOU OF THOSE THINGS AND WILL NOT CARE ABOUT YOU OR YOUR WELL BEING

      Business Response

      Date: 03/16/2023

      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.  Upon further review, we do not show any transactions for the card ending in **** for the given amount.  We advise the customer to dispute the charge with EBT.  We apologize for any inconvenience this may have caused.

      Regards, 

      Kroger

      Business Response

      Date: 03/17/2023

      We do apologize, but any unknown charges would need to be disputed through EBT.  

      Regards, 

      Kroger Co.

      Customer Answer

      Date: 03/20/2023

      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.


      Regards,



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

       

      No Kroger is responsible for these transactions the transactions was made at a Kroger store in another state that I don’t live in so this resolution I’m pleased with and I will continue to battle for my refund.

    • Initial Complaint

      Date:03/11/2023

      Type:Billing Issues
      Status:
      Resolved
      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 3/5, I purchased a large quantity of groceries at Kroger. I was extremely tired. I paid for my groceries and requested $25 cash back at the self checkout. I walked out the store and forgot to collect my cash.
      On 3/8, when I realized I did not have any cash, I called the Kroger and was told by the CSR, they will check the camera.
      On 3/9, I took in my receipt. The same CSR that I spoke to on 3/8, took a copy with my phone number and said someone will contact me. That there was no one there to view the camera.
      On 3/10, I had a missed phone call from ******* who just said "this is ****** from Kroger. Just give me a call back. when you get this message. It is regarding your cash back."
      On 3/11, I called Kroger 4 times and finally got someone around 1:00pm. The person on the phone seem to have difficulty hearing--I repeated what I needed twice and he kept on repeating the incorrect information. I called customer service and first spoke with ******* who said, I had to go online after requesting a supervisor, I spoke with ******. ****** said she would call the store and told me the store said, I had to file a police report.

      Business Response

      Date: 03/20/2023

      Thank you for contacting the Kroger Executive Office.  I am in receipt of your concern that you sent through the BBB. Thank you for bringing this to our attention.  The customer comments were shared with our upper management team for review.  Once reviewed, we will follow-up with you.

      Regards,
      Kroger Co.

      Customer Answer

      Date: 03/23/2023

      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.     

      However, I am waiting on a resolution.

       

      Regards,    
      ******** ******   


      Customer Answer

      Date: 03/27/2023

      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,



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

      I am unsure if you had an opportunity to read Kroger's response but there was no resolution.

      All Kroger said is that the case  would be forwarded. This is not a resolution. 

      I am asking to leave the case open until Kroger submits a resolution.

      Thank you.

      Business Response

      Date: 03/27/2023

      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: 04/11/2023

      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,



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

      Good morning,

      I received a call from Melissa @ Kroger to pick up my funds.

      Thank you.

    • Initial Complaint

      Date:03/09/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Today March 9th 2023 the Kroger on **** *** falsely advertised gas to be $0.00. When the machine said I had to pay I went to the clerk and they said their sign is broke. I informed them that it was false advertisement. They said I had to pay for gas and I could go into the store to speak to her manager but they are going to say the same thing.
      They can turn the sign off but instead choose to continue false advertisement. The amount of people who pull in and are thinking it’s free, wasting their gas and time, to be told it’s not. I request that a claim and suite be filed because this is not ok. This is illegal. Kroger should have to advertise they have free gas for however long they have falsely advertised. (Which can be confirmed by the cameras)

      Business Response

      Date: 03/13/2023

      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.

    • Initial Complaint

      Date:03/08/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been waiting for a full refund to my **** ending **** from a botched order with spoiled and missing items since 01/06/2023. I want the refund back to my ****. I'll never use Kroger.com again and will continue to use ********* where I have never had an issue from Kroger. I have four cases (probably more but they didn't read the complaint). Also note that the same day when I attempted to chat (your chat people are totally INEPT and they can't resolve an issue so they disconnect and, I had the same response with two phone calls to KROGER CSD the same time). TOTALLY INEPT Order Number: *******************. I tried to resolve this chatting and twice chat reps said they were helping and then disconnected. I called twice as well and the first time the agent answered and didn't say hello and hung up and the second agent I assume didn't know what to do and hung up. I chose NO SUBSTITUIONS on this order. I received what was supposed to be HOT FRIED CHICKEN (it was cold and wet). I was to receive 2 HOT BAKED CHICKEN and got 2 COLD BAKED CHICKEN with SELL TODAY stickers. ********* cannot give credit because it was done through KROGER.com. I have never had any issue with *********. I will be filing a BBB complaint, a Health Dept., complaint and the KROGER EXEC offices. I have filed a complaint through ********* as well with their help. I WANT A FULL REFUND.

      Kroger CSR Case #'s, ******** 1/8/2023, ******** 01/09, ******** 01/11 , ******** 01/13 and then I gave up. I could never get back to the same Representative. This should have been handled and resolved by chat. The store Manager would not even help and tried to blame ********* however the issue had to be resolved through KROGER because I used Kroger.com at this point not, *********. What a mistake!!!!

      Please respond. **** ****** **************** (I also have the four emails from your reps if you wante them).

      Business Response

      Date: 03/17/2023

      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 any inconvenience this may have caused.  A full refund has been provided for the order.  A refund in the amount of $22.18 was issued back to the customer's account on 1/19/23.  The authorization code was ******.   The remaining balance was issued back to the customer's loyalty card ending in **** on 1/8/23 due to a gift card being used. 

      Regards, 

      Kroger Co.

      Customer Answer

      Date: 03/20/2023

      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.


      Regards,

       

      NO REFUND of 'ANY' amount has ever been processed by KROGER nor has 'ANY' refund amount ever credited or reflected on my bank account and back to the method of payment!  None!  

       





      **** ******

      Business Response

      Date: 03/27/2023

      We apologize to the customer for any inconvenience this may have caused.  We request that the customer provide the authorization code ****** to their financial institution for further investigation of the $22.18 refund.  The credit for the remaining balance was added to the customer's loyalty card on 1/8/23 and still shows available for use towards the customer's next purchase.

      Regards, 


      Kroger Co.

      Customer Answer

      Date: 03/27/2023

      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

       

      Chase Bank has no record of any credit.  As far as the REWARDS card all credit was to be issued to my bank card.  I am disabled and no longer drive.  Everything I do is online.  I cannot use the card to obtain any misdirected credit.  In my original complaint you see how many calls, chats and emails I sent to KROGER to get no assistance and this is the result.

       

      NONE!

       




      Regards,



      **** ******

      Business Response

      Date: 04/05/2023

      We apologize to the customer for any inconvenience this may have caused.  Upon further review, our records show that the refund for $22.18 was issued back to the customer's debit card ending in **** on 1/19/23 with authorization code ******.  If the refund doesn't show back to the account, the customer would need to dispute with their bank.  The additional $20 for the order was charged to a gift card and therefore was credited back to the customer loyalty card ending in ****.  Unfortunately, we cannot refund the customer debit card for more than what was charged.  The credit can be used towards an in-store or on-line purchase.  We apologize for any frustration this has caused.

      Regards, 

      Kroger Co.

      Customer Answer

      Date: 04/05/2023

      Better Business Bureau:

       

      ***** Bank Disputes KROGER.  Please, close this case as we will get no where and I no better than to use KROGER.com ever again as this happened more than three times over a few months.

       

      I appreciate the assistance from the BBB as you do good work and protect consumers.





      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:03/08/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Although I have been using Kroger’s online grocery delivery service for years with no issues whatsoever, I had an issue with an order that I placed on January 31. I am referring to case number ********. My online shopper “***” added items to my cart that I did not authorize or receive. I contacted Kroger’s corporate office who assured me that I would receive a refund of $162 for these items. I was initially informed that it would take 7-10 business days for my refund to be processed. After this deadline passed, an agent indicated that I would receive my reimbursement by February 28. I called again on March 1 and another agent told me that my refund would be processed within 3-5 business days. I am still waiting for my refund. Every time that I contact Kroger, it is nothing but empty promises related to how my case has been “upgraded.” This kind of time frame for reimbursement is not only unprofessional to the extreme, but it is also unacceptable. Moreover, people on social media in **********, MS have shared their experiences about being swindled by the same online shopper “***** Kroger really needs to investigate this problem in addition to finding a way to reimburse clients in a more efficient manner.

      Business Response

      Date: 03/14/2023

      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: 03/16/2023

      The refund was submitted back to the customer's account on 3/14/23.  The authorization code for the transaction is ******.  We truly apologize for any inconvenience this has caused.

      Regards, 

      Kroger Co.

      Customer Answer

      Date: 03/16/2023

      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:03/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a boost membership via Kroger - they are advertising that a Boost membership for $59 can get you next day delivery and a membership for $99 can get you same day delivery. - I feel as if they are false advertising. I cannot even get 1 delivery time over 1 week span. - I called customer service and they indicated that my membership was only for free delivery. They could not help it if there were no times in our area even though that is unusual. - Also reached out to others in our community and they are all experiencing the same thing. - Used two different addresses within 20 mins of my original address (different directions) and both of those have options (with Instacart) but it is still something. - All I want is the service I am paying for.

      Business Response

      Date: 03/13/2023

      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.

    • Initial Complaint

      Date:03/07/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Fraudulent charges for gasoline at Kroger on Lindberg 2023-2022 via American Express
      2/10/2023 $ 1,762.05 Kroger has no record of this transaction
      4/22/2022. $ 1,704.29 Ask manager about charge and was told that it was routine to charge excess then refund, but no refund was forthcoming.
      10/11/2022 $ 1,761.95 Was not alert to this charge on American Express

      Business Response

      Date: 03/10/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter. 

      Regards,
      Kroger Co.

      Customer Answer

      Date: 03/10/2023

      Better Business Bureau:

      The issue is unresolved.

      I am pleased that Kroger has received the complaint, but a crime has been committed.

      It may have happened to others, as well.

      This situation requires investigation. I have also referred it to my attorney.

      Standing by for followup.

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

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

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

    • Initial Complaint

      Date:03/07/2023

      Type:Delivery Issues
      Status:
      Answered
      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 2/11/23 Kroger delivered groceries to our house. They parked in our driveway and their delivery van leaked oil on our driveway. I have time stamped camera pictures and video before and after the delivery was made to prove that it was their vehicle. I contacted Kroger to complain and the opened an investigation. Incident #****************. We received a voicemail and a letter informing us to contact Jessica from ******** claims management service. I have called and left a half dozen voicemails for Jessica over the past 3 weeks with no response. When I call Kroger directly to figure out how to resolve this they tell me there is nothing they can do and that I need to contact ********. Well I have contacted ******** and they won’t return my calls.

      Business Response

      Date: 03/09/2023

      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:03/07/2023

      Type:Delivery Issues
      Status:
      Answered
      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 placed an order on Kroger.com for delivery of 10 items (chips, candy, popcicles, bread, corn dogs and 2 electrolyte drinks) on Feb 2nd. About 2-3 hours later I noticed that I had been charged $162.10 for 46 items that we never ordered. That order was delivered to someone else and we were charged for it.
      Kroger apologized and told me that they would issue a refund. On Feb 8th I called to check on the status of the refund and was told that it had not been submitted. The person I spoke with assured me that she had now submitted the refund and it would arrive in 7-10 business days. I called back on Feb 21 and was told that the refund department sent the refund on Feb 20th and that it would take 7-10 business days from the 20th of Feb to show up on our original payment method. I called on Friday March 3 and was told to call back on Monday if the refund was not back. So I called back today March 6th (11 business days since Feb 20th) and Kroger told me that they don’t know what happened. Each phone call lasted an hour or more. It has been 5 weeks since we were essentially robbed and still no refund. All I seem to get is the run around from Kroger.

      Business Response

      Date: 03/10/2023

      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:03/02/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Ralphs is not updating its list prices with its computer. Today I shopped and I got **** Apples, advertised at 89 cents, I was instead charged $1.69 a pound. I brought 2.85 pounds and I should have been charged $2.53 instead of a whopping $4.82. Also I was charged $1.99 for firm tofu instead of the advertised price of $1.69. And I brought cheese that was for sale for $5.99 and instead was charged $6.49.

      While this might not seem like a big deal it adds up when you are dealing with thousands of customers each day. Someone needs to audit their pricing scanner. I called the store manager and I was put on hold and then disconnected. I tried calling again and no one answered my call.
      The purchase was made on March 2, 2022 at 2:05 p.m. and it was Entry ID **********************.

      Business Response

      Date: 03/08/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. The information sent was the Entry ID. Please respond with your 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.

      Customer Answer

      Date: 03/10/2023

      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.

      I provided all of the information they requested in the original complaint, the transaction number, the date and time of the purchase, as well as the amount involved.  They are just asking that I repeat the information I already provided. Also I sent the complaint through their own system.  The bottom line is that they are engaging in deceptive practices. The prices of the items do not match the amount scanned. 




      Regards,



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

      Business Response

      Date: 03/10/2023

      The information sent was the Entry ID. The information needed from the receipt is the transaction information not the entry ID. The entry ID is for the survey based on your shopping trip. Please respond with your 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.

      Customer Answer

      Date: 03/13/2023

      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.

      I have provided all of the information about their bate and switch.  I was over charged for the tofu, cheese and apples. My complaint contains all of the information they need. I no longer have the receipt.  I threw it out after I filed the complaint. 

       

      Regards,



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

      Business Response

      Date: 03/16/2023

      We truly apologize for any inconvenience this may have caused.  We have added a $5 credit to the customer's loyalty card ending in **** to be used towards the customer's next purchase.  

      Regards, 

      Kroger Co.

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