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

1,604 total complaints in the last 3 years.
537 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:02/14/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was over-charged by Fred Meyer on a delivery order placed on 2/3/23. Fred Meyer placed a hold on my bank account for $83.99 and despite the shopper 'issuing a refund' for an item not in store, and another item being missing ($8.99) they still processed the entire amount the following day, Saturday 2/4 through my bank. The receipt in my Fred Meyer account was for $78.13 and should have been for $70.21, which is the refund for the two items they did not fulfill ($8.99 for Quest S'mores protein bars, and $4.76 for ******* ******* ******* ******* Spaghetti) The total of both items NOT received is $13.78. $83.99 - $13.78 = $70.21. I have tried 3 times to resolve this issue, first with chat; TWICE promising a refund and then today on the phone for 38 minutes, most of the time spent on hold. I was told by chat that my issue would be resolved within 5-7 days. That has not happened. My attachments; 'Fred Meyer Receipt - shows out of stock items but no refund' clearly shows that they did not fulfill two items from the order but charged me anyways. The other two attachments show the discrepancy between what was charged, 'Fred Meyer withdrawal 2-4' (screen shot from my bank) and 'Fwd_********, Here's Your Final Receipt.' shows them over charging as well without reference to the refund I am due.
Business Response
Date: 02/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The refund has been submitted back to the customer's account. Please allow 3 to 5 business days for the refund to show back on the original form of payment. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/23/2023
Better Business Bureau:

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

Regards,

******** ******
Please see below answers:
* Has the company addressed the issues of this dispute?
No.
     * If not, why?
I was owed a total refund in the amount of $13.78. The company (Fred Meyer) has deposited $8.99 into my bank account. This is not the full amount I should be refunded. They still owe me $4.78. (see attached file, 'Fred Meyer partial 'Refund')
Per the attached 'Fred Meyer Rcpt - shows out of stock items but no refund.pdf', they have not refunded me the additional $4.78 I was charged for an out of stock item. This file clearly shows the two items Fred Meyer did not fulfill, yet charged me anyway.
     * If an offer of resolution was made, has the company fulfilled the proposed offer?
Per the company's response to the Better Business Bureau, I should expect a 'refund' within 3-5 business days.
Again, I did not receive the full amount that I should have been refunded. Fred Meyer's still owes me $4.78 for the '******* ****** ******* ******* Spaghetti' that they did not have in stock.
Initial Complaint
Date:02/14/2023
Type:Product 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.
Bought a tree on line through Krogers with the third party seller *********** tree company on November 28, 2022. $94.48.
order number *************************** It wasn't what I was looking for.
I returned it on December 19, 2022 TO ***********. TRACKING NUMBER ************ Cost me $29.93.
Called customer Service in January and was told the purchase would be credited.
Called again in Mid January and was told the same thing.
Called on January 22, talked to Yanique who guaranteed this was going to be credited immediately.
It is now Feb 14th and I have not received a credit yet.
Each time I call the service desk in the ********* it is a 2 hr event.
Business Response
Date: 02/23/2023
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 has been submitted to be processed back to the customer's account. Please allow 5 to 7 business days for the refund to show back on the original form of payment. We truly apologize for any inconvenience this has caused.

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.

Regards,

*** ******
Customer Answer
Date: 03/01/2023
Better Business Bureau:

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

Regards,

*** ******
This claim was never paid by Krogers and it has been 7 days.
Now what do we do?

Customer Answer
Date: 03/13/2023
I guess I should just give up on this complaint. It would appear that Krogers will never pay this.
Thanks for trying.
***** ******
Initial Complaint
Date:02/14/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/31/2023 I returned $33.60 in bottle deposits to Kroger at around 7:15am. On 2/1/2023 I returned another $22.30 in bottle returns at Kroger at around 7:15am. I placed a Kroger pick-up order on 2/2/2023 and picked that order up around 4:10pm. I parked in spot #4, I handed the gal that brought my groceries out all my bottle return slips and helped load the groceries into my vehicle. Kroger no longer offers printed receipts so when I got home I looked at my digital receipt and there were no deductions for my bottle returns. I called Kroger right away on 2/2/23 approx. 6:30pm and spoke to a gentleman that answered. I explained what had happened and he said there wasn't a manager on duty and he would leave a note to have someone call me the next day. I waited until late afternoon on 2/3/23 to call back because I never got a call and I spoke to Megan and explained what happened. She was going to talk to her supervisor and check the cameras to see if they could see what happened. Again, I never got a call back so I called AGAIN on 2/7/23 and spoke to Megan and she apologized and said the accounting dept. would refund the amount to my credit card. I haven't received and refund to my credit card and it will be 2 weeks on 2/16/2023.
Business Response
Date: 02/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The refund was issued back to the customer's original form of payment on 2/20/23. The authorization code was ******. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I will accept the response as soon as I can see the amount of $55.90 credited to my credit card.

Regards,

****** *********
Initial Complaint
Date:02/13/2023
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.
To Whom it may Concern,

I am a customer at the King Sooper in ****** **** ********. Just an hour ago, on February 10, 2023 around 830pm, I was denied the ability to purchase 2 bottles of ****** *** *******(wine). This was at the self-checkout. The employee there denied to sell to me because my wife, who accompanied me, forgot her ID at the house. I had my own ID. We are both over 40 years old.

I took my wife home and came back on my own to purchase the bottles. I was denied again. When I asked for the written policy or website that states I cannot purchase the bottles I was met with blank faces and no answer. The checkout lady said it was ******** state policy to deny sales of the bottles to me. I then asked for a manager to explain and show me the policy, wherever it was written. I asked for the location to find the rules or laws the self-checkout assistant was supposed to provide.

The supervisor/manager, Rianne L****(not sure I got the right name from her; she said she was the ‘front-end supervisor’) did not produce or point me to the King Sooper policy regarding their reasons to deny selling me the bottles of wine. The supervisor stated it was “Store Policy” to deny sale; contradicting other sales clerks that it was “State policy”.

I have been to many liquor stores in the area; ******* Liquor World, ****** Liquor, and ********* Liquor in ******. All these liquor stores have their policy visible and readable by all customers. The King Sooper store in ****** **** ******** does not have such a posted policy. Also, I have shopped at this particular King Sooper multiple times and on many alcohol purchases have not been asked to see my drivers license or ID for liquor purchases.

This store needs to be investigated and their failures corrected. Post the liquor sales policy! This is unacceptable and screams of discriminatory practices to deny my purchase of the wine bottles.

Sincerely,
********* ********
Business Response
Date: 02/14/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. 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:02/12/2023
Type:Product 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.
My husband purchased coffee bags,bacon and the coffee maker. He bought the bacon and the wouldn't return it and we got sick on it . And we are still drinking bad coffee and it is making us not feel well. The coffee maker doesn't really cook the coffee good . It is cold coffee. We spent all together in there $100.00 dollars and the customer service at ****** and ******** in **** ******* are very rude. And so is the location on power road and ******** in **** *******. We just want our money back please. Or a gift card but more our money back because we are on social security disability. We are recovering from covid and we are on oxygen. We just want it resolved because we are still sick from eating the bad coffee and bacon. We called the number and for the lawyer they recommended and it didn't work. We are still want our money back please.
Resolution, we want our money back please. No credits on the account. We want a refund check. Thank you.
Business Response
Date: 02/21/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Upon further review, the customer issue has been resolved. Our customer service department issued a credit back to the customer's account on 12/29/22 and our records show it was used on 1/17/23. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/22/2023
****, we never got it on our account. We like to know if they can do a refund check because they give us a hard time when it is on the account. We are recovering from covid and we are still sick on the bacon and the coffee. We are still having problems with the tv antenna. Thank you
Initial Complaint
Date:02/10/2023
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.
02/10/2023 grocery store, prices charged at checkout don't match prices shown in flyer or shelves.Kroger digital coupons would not load or not able to be used at checkout. Attendant was informed at self checkout, informed they could do nothing about it.Been a long-time shopper with loyalty card. This is the 2nd time happened to us.
Business Response
Date: 03/15/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. A member of our Executive Team has spoken with customer and the issued was resolved on 3/5/23. We appreciate the assistance of the BBB.

Regards,
Kroger Co.
Initial Complaint
Date:02/10/2023
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.
On 12/21 I made an order for delivery through the Kroger app. It was to be delivered on 12/22/2022. The order was started around 1:30 pm and I was told I'd receive a message when the order was on its way. Then around 3 PM another shopper begins the order and I asked why he was shopping and he replied he had three order and when I said the order had been shopped I received no response. Around 3:45 PM I talked to a rep and she wasn't sure what was going on with the order and would let me know. At 5:20 PM I receive a text that order is expected to arrive by 7:30. At 6:00 PM another shopper begins shopping for the order. I receive a text after he'd shopped saying the order was already scanned and I said I didn't know what was happening. At some point the app says the order was delivered. I was charged $64.52 and received no groceries. I start trying to contact using the chat with no luck so I called and was told the money would be returned in 7-10 days which was not acceptable. I asked to speak to a manager and after waiting three or four minutes I was disconnected. I was offered and accepted a $30 credit before being disconnected. No money was returned to my account so I called and spoke to Leah who said she would "track" the order and that if it wasn't delivered my money would be returned in 3-5 business days. I asked what the next step would be if my money wasn't returned and she told me there was no next step! No money was returned. This is my next step. I have the different text messages and conversations/progress from the app if needed for further representation. I did not receive my groceries. I have not received my money back. I've been told incorrect or false information. I've been told the order says completed before it's actually completed. Somebody pleas help me. Kroger customer service is one of the worse I have ever encountered. I also have order #'s. I have screen shots of texts and app but over max mb allowed
Business Response
Date: 02/15/2023
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: 02/24/2023
Upon review, I see the customer 's concern was submitted and has been resolved.

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 ** ********, and find that this resolution is satisfactory to me.
I thank you for your assistance. Money was returned to my account.

Regards,

*** *******
Initial Complaint
Date:02/10/2023
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.
Kroger delivered an order to us and charged for many items they did not send. They told us that they would refund the money but never have. Now when I call they can not find our refund information.
Business Response
Date: 02/15/2023
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: 02/15/2023
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: 02/15/2023
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,

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

There is no solution offered , they still have my money
Business Response
Date: 02/24/2023
The customer was refunded for order number: ******************* in the amount of $65.70.
Customer Answer
Date: 02/27/2023
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,

***** *******
First - I do not have a refund as of 02/27/2023 -
Second -the manager stated I would get a refund for my Kroger Boost membership as well
It has been about thirty days since Kroger said they would give me a refund.
I believe that is plenty of time to issue my refund
Business Response
Date: 03/01/2023
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: 03/02/2023
Better Business Bureau:

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

Regards,

***** *******
I still do not have a refund. Its been over a month now. Krogers has done nothing but tell me I will get a refund. But that is all.

Business Response
Date: 03/09/2023
The AUTH code is: ******, the refund was returned back on the card with the last four digits of ****. We show that the customer was refunded. The customer will need to work with their bank. The best option is for them to go through the dispute process if the bank is unable to locate the refund.

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.

Regards,

***** *******
What date was the refund sent ?( month and half ago? ) My bank has no information on any refund. Don't believe that this should be blamed on my bank.
I have never had any issue whatsoever getting a refund except Kroger.

Business Response
Date: 03/15/2023
We do apologize for any inconvenience, but the refund in the amount of $65.70 was issued back to the customer's card ending in **** on 1/31/23. The authorization code for the transaction was ******. The authorization code can be provided to the customer's financial institution as proof of the refund.
Regards,
Kroger Co.
Business Response
Date: 03/15/2023
We do apologize for any inconvenience, but the refund in the amount of $65.70 was issued back to the customer's card ending in **** on 1/31/23. The authorization code for the transaction was ******. The authorization code can be provided to the customer's financial institution as proof of the refund.
Regards,
Kroger Co.
Customer Answer
Date: 03/15/2023
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,

***** *******
Customer Answer
Date: 03/15/2023
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:02/10/2023
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 2-9-23 I shopped at Harris Teeter. I was paying on the self-serve payment and when I tried to use my new ****** Spending Account Card (this is a new benefit to having ****** that began on 1-1-23. Every month ****** puts $50.00 on a **** Debit card that is to be used only on groceries. I have only used it once at a ******* grocery store and it was accepted, but at Harris Teeter it was not accepted. An employee of Harris Teeter came over to help me and said that the ****** Spending Card is not being accepted. I called the Corporate Customer Service number the next day and was told it will not be accepted at Harris Teeter stores. I do not plan to shop at Harris Teeter any more as I am a senior and this extra money is much appreciated to help pay for the rising costs of groceries. Thank you for any assistance in this matter.
Business Response
Date: 02/22/2023
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. We apologize for any inconvenience this has caused.

Regards,
Kroger Co.
Initial Complaint
Date:02/10/2023
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 made a delivery order on Feb 8th. I ordered 3 different items. The order went well, I got all of those items on time. However, when it came to billing for it, it went extremely wrong.

Going onto the website to view my receipt, it shows my 3 items as "No Charge" and "Out of Stock". Then, below that, there's "Purchased Items" and "Substitutions". The items included here for the "substitutions" are a completely different grocery order, and no I did not receive those. They have no relation to what I bought, and there is a lot more of them. I was automatically charged for these "substitutions" without any confirmation or notice given to me. The only way I would've noticed is by viewing the receipt or by seeing a charge to my payment provider.

The initial subtotal was around $37, and then after coupons and my store credit it became a $10.05 charge to me. Then, after Kroger automatically changed my entire order to something I did not purchase, it charged me the difference for $89.75.

I contacted live chat support to try and get this resolved. First, they didn't understand what I was saying, then they tried to refund me the wrong amount ($60 something) because they didn't want to include my coupons/store credit. Then they finally said they'd refund me the actual $89.75, but it would take a week or more for it to be processed. I also tried filling out their "Report a problem" form, but I have not received a response.

This is completely ridiculous. Why was I charged for this in the first place without a confirmation or anything, and why do I now need to wait 7-10 business days to hope to get my money back and to have my real receipt? This is unacceptable.
Business Response
Date: 02/23/2023
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 has been submitted to be processed back to the customer's account. Please allow 3 to 5 business days for the refund to show back on the customer's original form of payment. We truly apologize for any inconvenience this has caused.

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 still have not received the refund, and it has been 5 business days since the 23rd.

Regards,

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

Business Response
Date: 03/07/2023
I show the customer was refunded $89.75 as of 02/27/23 and the authorization code is: *******

Regards,
Kroger Co.

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The Kroger Company is NOT a BBB Accredited Business.