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

1,605 total complaints in the last 3 years.
537 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.

Initial Complaint
Date:02/06/2023
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 did an online grocery order from one of the Kroger stores on 1-21-23. I received one thing that I ordered, and the rest of my order was completely changed, and I didn't receive any of that either. I called to complain, and was told I'd get a refund. It's now 16 days later and I still haven't received the refund. I actually called on 1-27-23 to check, and was laughed at by the customer service person I spoke to, and the manager I spoke to after that assured my refund was processed that day. Here it is 2-6-23, still no refund, and I've spent about an hour and a half being passed around to different customer service people when I ask to speak to a manager to try to resolve this.
Customer Answer
Date: 02/06/2023
My case number with them with all the information they'll need is *********
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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. It was verified by our customer service that the customer received the refund on 2/10/23. We apologize for the delay and for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:02/06/2023
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.
I was a victim of identity fraud in 2018. Kroger informed me I wouldn't be able to do online pick up ordes because fraud occurred on the account in 2018. I informed them I was not aware of this and have since opened a new bank account and could show them proof this occurred in 2018. Kroger informed me I would just need to create a new profile and Kroger plus ID. I did and they are still banning me from being able to complete pick up orders.

I thought.this was.odd so I spoke to customer service again and they informed me I would have to have a history of in store purchases before I could do in store purchases. Now that I have some I am still unable to complete pick up orders.

I had my friend create an account and she was able to complete a pick up order the same day.

I read the policy presented on Kroger website and no where does it state you have to have a history of purchases prior to a pick up order.
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 review, the customer issue is under review with our Kroger Customer Relations Center. We request the customer contact us at ************ to expedite the resolution for this matter. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/27/2023
I'm still unable to complete pick up orders. Krogers has not solved the issue although they informed me they would. I haven't heard from them since filing my bbb complaint
Initial Complaint
Date:02/06/2023
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.
They state they issued the refund or will be issuing 7-10 business days, waited the 10 business days and now want to say that it was never done correctly and want me to wait another 7-10 business days for a delivery that was done and the Instacart driver fraudulently used my card to buy himself groceries.
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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The refund has been processed back to the customer's original form of payment. Please allow 24 to 72 business hours for the refund to show back on the customer's account. We truly apologize for any inconvenience this has caused.

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 find that this resolution is satisfactory to me.

Regards,

******* ********
Initial Complaint
Date:02/05/2023
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.
Today I purchased 3 ******* Yogurt Milks from Kroger at ***** **** ***** ** ************ **. I got home to find THEY ALL ARE EXPIRED. The expiration dates were both January and December. I then drove 30 mins to another kroger on 7000 tim price way to return and rebuy unexpired bottles. I went to get the milk only to find all of them had expired.
This time there were bottles that expired in NOVEMBER and December!! I return to the customer counter and informed the cashier, Lang of the issue. So she called an associate from dairy to come to the counter. When he arrived I explained to him all of the milks have expired and his response was "thats not my problem, theres nothing i can do about that" . I proceeded to inform this unprofessional rude individual of NOVEMBER expiration dates on products in HIS department. Again he responded rudely and hostility. Im not one to argue with associates, I contact corporate and let them deal with their employees. Please pull the camera at the money service/customer service desk around 4:55 -5:10pm. I ASKED Lang what was his name but she said she did not know. This associates behavior needs to be corrected with disciplinary action. As a supposed valued customer not one of your associates offered any empathy, apologies or exhibited a care of my time . To have dairy products on your shelf that expired 3 months ago is a health hazzard and disgusting.Do you not train employees to check items when restocking?Do you not care about the quality of the service your providing your customers? Ive wasted my time and money and wasn't offered compensation ot even an apology. I dont appreciate how I was treated and spoken to by your employee. He literally treated me like he could care less about me as a customer. He told it was nothing he was going to do about it and they dont have time to check everything. Thats your response?! You are one of the more expensive grocery stores in comparison to your competitors, what kind of service is this?
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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We truly apologize for the experience that was had. Please be assured that your comments have been forwarded to our Upper Management team for further review and resolution. We have submitted the refund to be processed back to the customer's original form of payment and also added a credit to be used towards their next store purchase. We apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:02/05/2023
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 am a kroger boost member. The perk is free delivery. I was charged delivery ($9.95) on the 26th. I called that day and informed them. I was told I would receive a $10 credit for the store. I wanted it on my card, but accepted the credit so I could get back to my children as I homeschool, work from home, and have been taking care of details regarding my baby brothers recent death. I'm busy. On February 1st, I went to place a delivery order and found that I had not received the credit. I called and asked why. Kroger told me that I had exceeded my credit allotment. I had an issue with an order placed earlier in January and the automated system automatically gave $20 credit. I didn't know they did that but it resolved the issue so I let that incident go. But because that resolved, they couldn't help me. I asked why I was I would receive credit if they couldn't give it and stated that it would have been honest to tell me and offer a refund to my card. I was told I would have a refund on my card. It is now the 5th and I still haven't received an email confirmation. I have tried to get a confirmation number 2/5, 2/4, and 2/3. They transfer me to dead ends, wrong places, give bogus 12 digit numbers, or even hang up on me. I just want to know when I am going to see the $9.95. Their customer care is so poor that I am currently looking for a new place to shop in town that isn't tied to the kroger company. At which point, I will cancel my boost membership.
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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. the refund has been submitted to our accounting department to be processed. Please allow 7 to 10 business days for the refund to show back on the customer's original form of payment. We apologize for any inconvenience or frustration this has caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/14/2023
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,

********* ******
Good morning. I had filed a complaint about an unresolved issue with Kroger. They had stated that they filed a refund and asked for me to wait 10 business days for the refund to process. I had waited and still did not receive the refund. It is commonplace for this company to tell me that they will make a situation right, and not truly do it. What do I do now as the response I had accepted from them was falsified?
Regards,
********* ******
###-###-####
Initial Complaint
Date:02/03/2023
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.
Harassment Continues
Stop soliciting me in every FORM

DO NOT CONTACT ME

DO NOT SEND ME FLYERS

DO NOT SEND ME EMAIL

DO NOT PHONE ME

NONSTOP harassment by this company!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer has been removed from our contact lists. We truly apologize for any inconvenience this has caused.

Regards,

Kroger Co.
Initial Complaint
Date:02/03/2023
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.
I have received several E-mails from Kroger Company Careers. I have unsubscribed which is not the problem. At the end of the email the information to unsubscribe is a very similar hue and fade to background percentage to what in my opinion is a common usage to show something which is not editable by the end user. The unsubscribe text itself, which is still a clickable link does not in my opinion represent itself as an easily recognized hypertext link. I believe this is misleading, particularly to people who may not have an understanding of the right to opt out. I feel this could easily cause someone to stay on a subscribed mailing list even if they do not desire to do so.
Business Response
Date: 02/27/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers. We are committed to providing you with the most enjoyable experience possible. Your comments provide us the opportunity to evaluate, address, and correct our processes if necessary. Thank you for bringing this to our attention.

Regards,
Kroger Co.
Initial Complaint
Date:02/02/2023
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.
The delivery by mistake charged me twice, on January 1st, 2023, took $54.50 from my bank account, promised a refund. I have called almost every day for the last month, they place me on hold for almost an hour at a time, or hang up, this is February 2, 2023 still on hold as we speak, no refund. I DO HAVE A CASE NUMBER* ********
The transaction numbers are as follows 1st order: ******************* for $59.67
The second incorrect charge order number *******************
As we speak I've been on hold for 25 minutes. I just want my money returned, I've been told 7-10 business days from Jan 2, then 3-5 business days from Jan 10. Still they hold my money.
I would appreciate any help
**** ****** ###-###-####
Business Response
Date: 02/10/2023
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: 02/10/2023
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:02/01/2023
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 an online order and today(2/02/23) the day before delivery on (2/03/23) Kroger cancelled my order and now they are giving me a hard time about refunding my $74.85 back in my bank account and I want it back ASAP since Kroger cancelled my order!
Business Response
Date: 02/10/2023
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:02/01/2023
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.
Early morning trip to the Kroger's **** ***** **** ** * ************ ** where there are no options other self service checkout at that early hour (~8:00 AM). Total bill was +$152, and we inserted a $100 bill (cash), and a debit card. The machine took the $100 bill and also charged the debit card the full amount. When discovering the issue, we called the store and were told the $100 bill was never inserted. I went to the store seeking to speak with the Store Manager (Colton G******) about the issue. He informed us he would need to verify using the video surveillance equipment. He stated he would look at the video (~12:00PM), and let us know... I returned to the store at 12:30 to discover that he hadn't looked at it yet. After nearly an hour waiting for Mr. G****** to verify that we had inserted the $100 cash, the assistant retrieved a $100 from the exact machine that didn't identify having received it. Best I could tell they didn't disable or alert customers of the potential issue with that device. I insisted on speaking directly with the manager again, only to hear from him that had we checked our receipt before leaving the store and identifying the issue none of the additional trips to the store would've been necessary. Essentially it had become our fault for not dealing with it at the time of purchases. One of the associates had informed me that the equipment had money recognition issues "earlier", and that it had been resolved. Horrible customer service, and basically theft/fraud committed by them and their equipment leaving the customer to discover the issue, and basically bear the burden of proof for the errors in the transactions!
Customer Answer
Date: 02/02/2023
The issue has been satisfactorily addressed by the Store Manager (Colton G******), and by also calling Kroger Customer Service line. Thank you.
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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer issue has been resolved by the store manager Colton G******. A store credit has also been applied to the customer's account to be used towards their next store purchase. We truly apologize for any inconvenience this may have caused.

Regards,

Kroger Co.
Customer Answer
Date: 02/14/2023
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.