Complaints

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

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• 

  The Kroger Company

  1014 Vine Street Cincinnati, OH 45202

• 

  The Kroger Company

  3100 Meridian Parke Drive Suite A Greenwood, IN 46142-9424

• 

  The Kroger Company

  2631 16th Street Bedford, IN 47421

• 

  The Kroger Company

  1002 South Broadway Georgetown, KY 40324

• 

  The Kroger Company

  2900 South Danville Bypass #100 Danville, KY 40422

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:02/27/2023

  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.

  Asked for a delivery from Kroger. Bonnie H. my ********* shopper charged me 185.98 for groceries I did not request or receive. The money was immediately removed from my account even though it was not approved. It remains missing. Upon calling Kroger, supervisor Monique informed me that it is Krogers policy to take 7-10 days for a refund. Why should I front Kroger money for their mistake? I asked if I could pick up a check at my nearby store and was told no.
  I consider this a theft of my money and theft of reasonable use of my own money .

  Business Response

  Date: 02/28/2023

  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: 02/28/2023

  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,
  
  
  
  ****** ******

  Have not received a refund yet and once again it bothers me that refunds that are made by a Kroger representative are not made immediately to correct possible damage to people in their financial accounts. I was expecting a debit of around 35 dollars not 185 dollars. The Kroger CEO makes millions a year, perhaps he cannot relate to people who have to budget much less money. 

  Business Response

  Date: 03/03/2023

  The customer will receive the refund within 3-5 business days on the original method of payment.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/03/2023

  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 refund has just posted to my account. That is 185 dollars stolen for six days. For six days, I could not use my own money due to theft by a Kroger representative. ********* claims it was an accident. I do not believe it because the same employee pulled the same scam the week before. Krogers response to me that I should use the Kroger truck. The truck is booked days out usually. Kroger needs to create its own in house delivery system and apologize to all customers who have been the victims of ********* fraud. Kroger assures me they are taking this seriously but I see no proof. None. 
  The Kroger representative seems to believe my frustration is about money, it is about bad business practices.

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

• Initial Complaint

  Date:02/24/2023

  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.

  At 7:16 am on 2/24/2023, I placed a Kroger pickup order that was supposed to be $3.66 because I had a few coupons with one of them being $26 off. I got a confirmation email stating that it is what it will be. When I picked the order up, they charged my card $30.46. I called and spoke to the manager and she said it was an estimated total BUT multiple friends and even my fiance' placed orders with the same reward and it came off. Now my credit card is over limit because of this.

  Business Response

  Date: 02/28/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, I see the customer 's concern was submitted and has been resolved.  
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/05/2023

  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:02/23/2023

  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 a grocery order with Kroger (order #******************2) online on 12/28/2022, to be delivered to my home on 12/29/2022. Due to an unforeseen circumstance, I had to leave home and would not be there for the delivery to retrieve the groceries, which included dairy items requiring refrigeration. At 11 am, I called to move the delivery earlier in the day, to which I was told it was impossible, so I canceled the order. While away, I received a text that the order had been delivered. I called Kroger immediately and and was told that the order had successfully been canceled and it had not been delivered. Upon arrival to my home, there were no groceries at my door. Three days later, the charge for the groceries went from a hold on my bank account to completed status and $138.19 was taken from my checking account.
  Over the past several weeks since my initial call for a refund request on 1/02/2023, I have spent over 15 hours on hold, and in calls with customer service at Kroger. I have been assured each call that my refund is valid, and that several mistakes on their part have caused my refund to be continually delayed. My bank has verified that on at least 2 occasions, Kroger has sent refunds to my account which were returned as fraudulent because they were missing information. They advised me to file a complaint through the fraud department, which I did.
  As of today, 2/23/23, I have spoken with over 16 individuals at Kroger, spent over 15 hours on the phone, and have yet to receive my refund. The funds never should have even left my bank account, since the order was successfully canceled and was never delivered. I have also sent a complaint to them via email, and after 3 responses that were unhelpful, still no money. I am asking for a refund of my original $138.19 and have requested an additional $500 for my time on the phone, interest, and inconvenience while they have kept my money hostage for 9 weeks.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. 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: 02/28/2023

  The customer concern was submitted, and the customer's concern has been resolved.  We appreciate the assistance of the BBB.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 03/01/2023

  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 FINALLY received the refund of $138.19 which is what they stole from me on 12/29/2022. I did not, however, receive restitution for the 9 weeks that they had my money without interest, reimbursement for the 15 hours on phone hold where I couldn't work during this time, and any type of compensation for the inconvenience of the whole situation.
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to exchange/take back 7 LEAKING cans of Kroger Cranberry Sauce (they leaked all over my pantry shelf.) THree other cans did NOT leak. But they refused to pay any attention, since I'd bought them "more than six months ago." WHat the heck difference does that make? They are DANGEROUS, leaking cans, that could have made me sick or worse. I've been telling them in various Krogerfeedback surveys that I was going to complain to the BBB, but nobody ever responded. They simply DO NOT CARE that their product LEAKS. I still have the seven cans, which also leaked all over my car. I would like my money back (approx $1.50 per can.) Thank you.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  We have added the credit in the amount of $11 to the customer loyalty card.  The credit can be used towards the next in-store, pick-up or delivery order.  We truly apologize for any inconvenience this has caused.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/24/2023

  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:02/22/2023

  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.

  Kroger has been cheating customers out of digital coupons selected and sales prices as advertised for years now - I am one of those that in the last 2 years that with the purchase of 30 items, the attendant at the self-checkout has to correct sales pricing at least 5 - 8 times. My checkout has doubled in time since I check to ensure that the savings on sales items are reflected when scanning the item - in addition with every visit a store employee is sent to check sales prices advertised - they are so good at switch and baiting sales items in their meat dept with more expensive items in the area that the sales item should be. Now this is happening directly on their website. Weekly ad for Kings Soopers ending Feb 28 states $1.00 off ******* creamers with digital coupon - the price is excellent at $3.49 w/coupon. Digital coupon is no where to be found on the website - went through all coupons being offered and then did a search - not found. When is this company going to be held accountable for consistently trying to cheat the consumer. Everything listed in this complaint has happened to me many times - with store employees confirming through the weekly ads or looking at the sign by the product that indeed the price should be discounted. How many times are they getting away with deceptive sales ads and in-store signs where probably thousands of transactions alone in just ******** ******* are cheating the consumer because they don't ring up right or the coupon is not recognized.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. I apologize for any inconvenience caused.  We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. Upon review, I see the $1.00 off ******* creamers with digital coupon is listed on your shopper's account. If the coupon does not redeem on your next purchase, please contact our customer service department at ###-###-####, for immediate assistance. 
  
  Coupon information listed on the account:
  ************* Save $1.00 on ******* Creamers When you buy ONE (1) ******* Creamers (24 fl oz) 02/15/2023 02/28/2023 ****
  
  Again, I apologize for any inconvenience caused.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this has resolved my account/digital coupons. However, why didn't it show up on a search the first time.  Why didn't it show up in my account until I sent in a complaint.  I should not have to submit a complaint to get a company to place a $1 coupon in my account.  I'll be sending in more complaints with pics to show the switch and baits that are going on as well as the lack of sales prices ringing up at the self-checkout. 
  
  
  
  Regards,
  
  
  
  *** *******
  

• Initial Complaint

  Date:02/22/2023

  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.

  On February 22 at 5 PM I was at the Ralphs on ***** * ****** *** ****** ****** ** ***** I was trying to use EFT(Electronic Fund Transfer) its a new type of payment instead of a coupon and the manager at the store named Leo and another lady who swears she's the assistant manager would not even attempt or try to use this type of payment and insinuated that I was scamming them. They also said corporate does not allow this payment type and made it up because when I called corporate there was no such policy. I would like to be able to use my "coupons" aka EFT.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, I see the customer 's concern was submitted and has been resolved.  
  
  Regards,
  Kroger Co.
  
  

  Customer Answer

  Date: 02/28/2023

  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:02/21/2023

  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 ordered a delivery order I never received. I was told I would get a refund a month and a half later still no refund. 179.00 is a lot of money to be stolen. Jonathan a supervisor hung up on me. He was very rude as well. Did not help me. Can someone please expedite this for me please.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. 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:02/20/2023

  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.

  With the onset of age (my wife and I are in our 80s), we’ve relied on Kroger's to deliver our groceries. Our typical order (Kroger Card 41*********0) ranges between $250.00-300.00.
  
  We placed such an order (#******************4) for delivery on December 8, 2022. It was delivered then from the company’s store at **** ******** ***** in Dublin, OH. It included the items we expected - and only those items. But, since we weren’t given paper or electronic receipts, it wasn’t until we got our January Visa bill that we saw we’d been charged $943.31 for this order!
  
  Billing details on Kroger's website show the items that we ordered, that were delivered and that were charged to us properly. Those details also include 69 “Substitution” entries (for far more than 69 individual items) that we did not order (most for items we've never ordered). These items weren’t delivered to us but their (gross) price of $627.38 was charged to our Visa card.
  
  We went to Customer Service at the store on January 23rd and the person there was quite empathetic but, after speaking with her manager, said they could do nothing for us. She gave us a number for Kroger Customer Connect (************), which I called later that day. I spoke with ****** who was also quite sympathetic but said only Kroger's Digital Department could help us. She transferred me to a man there who accessed our account; after a long hold, he told me Kroger would credit $627.38 to our Visa account within 3-5 business days.
  
  That did not occur so on February 3, 2023 I wrote to W. Rodney M, Chairman and CEO of The Kroger Company (**** **** ******, Cincinnati 45202) asking him to have someone refund these improper charges. To date, he has not acknowledged receipt of my letter much less corrected the company's error.

  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. 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: 02/24/2023

  Kroger’s has now refunded the entire $627.38 that was the subject of my complaint, referenced above.
  
   
  
  We very much appreciate your help in focusing their attention.
  
   
  
  Thanks,
  
  ****

• Initial Complaint

  Date:02/20/2023

  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 January 21, 2023 I ordered groceries from Kroger.com, for delivery (total was $107.28). The groceries were never delivered. I sat on hold with a chat and phone agents for sometime on several different occasions . Upon determining that they were not delivered to me but perhaps elsewhere by mistake, she assured me they would refund my money and I would have it within 5-7 days. Insert the following Friday, I have nothing. No refund pending, no refund issued. I called Kroger again on 01/30/23 only to be told that the refund was not finished processing. I then contacted Kroger again on 02/10/2023 and told that they would expedite the refund I needed to wait another 3-5 business days. I called again on 02/20/23 to inquire about the status of the refund only to be told there was an issue sending the refund to the bank. They "assured" me again that it was processed and I would see it Thursday came and no refund. I called them again, only to be issued another case number, told they were processing it. Every time I follow up, they move my case to the bottom of the list and my refund is delayed. the oldest reference number provided is ********. Currently on hold with an agent yet again and yup you guess it. They need to expedite the refund again because they have no record of it ever being issued.

  Business Response

  Date: 02/24/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  The refund was issued back to the customer's account on 2/21/23. The authorization code for the transaction is ******.  We truly apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

• Initial Complaint

  Date:02/18/2023

  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 was overcharged, and double charged at the ********** ******* Fred Meyer, and instead of refunding my debit card, I was told I could get store credit, however the amount I was given is less than what I am owed, and the refund was given as store credit. I do not want store credit, I want my refund on my debit card, or back in my bank.

  Business Response

  Date: 03/01/2023

  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.

  Customer Answer

  Date: 03/01/2023

  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. 

   

  i do understand there was a refund made as store credit, however the refund should go back on my debit card as thats where ut came from. 

   

  I was also overcharged $10 in the transaction. I would appreciate a refund for both the mischarge of my debit card, as well as the $10 overcharge. 

   

  Thank you. 

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