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

• 

  Kroger

  205 N Fredrick Magnolia, AR 71753-3112

• 

  Kroger

  1401 East Race Searcy, AR 72143

• 

  Kroger

  6929 J F K Boulevard North Little Rock, AR 72116

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2023

  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.

  KROGER LOCATION:11877 DOUGLAS RD ###-###-####. I ENTERED THE STORE AND NOTICED A SMELL OF SPOIL MEAT. I SPOKE TO THE MEAT DEPT EMPLOYEE AND INFORMED HIM OF THE SMELL AND THE SPOLIED MEAT TURNING BROWN WITH EXPIRED DATES. THE BUTCHER MGR THEN BEGINS TO YELL ACOSS THE STORE, "THAT MUST BE YOU SOMETHING YOU BROUGHT IN THE STORE BECAUSE WE DO NOT SMELL ANYTHING." I SAID, "SIR I WAS SPEAKING TO YOUR EMPLOYEE" HE CONTINUES, "I WAS TALKING TO YOU AND I WILL HAVE A BETTER DAY WHEN YOU LEAVE THE STORE." IF THEY CONTINUE WITH THIS TYPE OF CUSTOMER SERVICE AND SERVICE TO THE COMMUNITY WE ARE IN TROUBLE. THE MEAT IS NOT BEING HANDLED PROPERLY AT THIS STORE AND I AM AFRAID THIS MAY CAUSE DANGER AND HEALTH ISSUES IF CUSTOMERS ARE BUYING BAD OR SPOILED MEAT PRODUCTS FROM THIS STORE. WHEN PURCHASING ITEMS FROM THIS STORE THE SHELF LIFE HAS ALREADY EXPIRED AND BY THE TIME YOU GET IT HOME YOU ONLY HAVE ABOUT 2 TO 3 DAYS TO EAT THE FOOD OR IT WILL GO BAD IMMEDIATLY.

  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. Please be assured that our company prides itself on integrity and we value the customer's input. This is not the experience we want our valued customers to have.   The customer was contacted by the Store Management team  for resolution to this matter.   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 have determined that this does not resolve my complaint. I WAS NOT CONTACTED BY A STORE MANAGEMENT TEAMMEBER AND THIS MATTER HAS NOT BEEN RESOLVED.  For your reference, reasons for rejection are included below.

   

  -I WAS NOT CONTACTED BY A STORE MANAGEMENT TEAMMEBER AND THIS MATTER HAS NOT BEEN RESOLVED. 

  - I HAVE HAD ANOTHER ENCOUTER WITH THE SAME STORE EMPLOYEE ON A DIFFERENT OCCURANCE. THIS LEADS ME TO THIS ISSUE HAS NOT BEEN RESOLVED. 

  - STORE CONTINUES TO CARRY OUTDATED MEAT PRODUCTS. 

  - MEAT/BUTCHER MANAGER IS THE PROBLEM AND CONTINUES TO BE DISRECTFUL TO CUSTOMERS. 

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

• Initial Complaint

  Date:01/31/2023

  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.

  Issue #1 - I have talked with numerous CSR’s, been sent to a supervisor via the phone, chatted with CSR's, & my claim has been escalated (with no response) & both issues remain UNRESOLVED. I am unable to shop in the grocery store because I have such terrible anxiety as my husband recently passed away so I always place pick up orders and have been unable to do this because I cannot place these orders. On 12/12/22, someone in Miami, FL got into my account & used my debit card to place a delivery order for $372.97. This delivery was stopped by Kroger. I spoke with my bank as directed & they stated that they have not placed my account on hold for any sort of fradulent activity. I have tried entering different payment cards on the **** ******* ******* & tried placing numerous orders & I get pop up’s that they cannot be placed due to fradulent activity, etc. please see attached. I don't even pay for my groceries online. I use an EBT Card when I get to the store and any balance then goes on my debit card so nothing is processed prior to picking up my orders... somehow, somewhere my account must be flagged by Kroger (which is in Miami, Fl) as fradulent. Here in Colorado, we have King Soopers. I may have a case# that coincides with this - ********???
  
  Issue#2 - Before the fradulent attempt on 12/12/22, I placed a pick up order on 12/4/22 and did pick it up. The associate ran my debit card for someone else’s order and amount and my order disappeared and doesn't even show on my account. The order# is *********6*********. Case# - ********* 
  I have been dealing with these issues for almost two months now. I feel like escalating this to court at this point. I should get free groceries for an extended period of time or something. Can someone PLEASE help me resolve these issues so I can order groceries and get my refund back on my EBT/SNAP card?

  Business Response

  Date: 02/08/2023

  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: 02/12/2023

  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.
  

  In reviewing the response from Kroger, it sounds like they are still working on these issues for me. I am waiting for a refund to be rewarded on my EBT/Snap card for a huge error made by an associate the last time I was able to pick up an order at King Soopers I am also unable to place any sort of online orders as all of my accounts and cards are flagged as fraudulent. Please review the original complaint to find all the details and what I am requesting in order for things to be resolved.   

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

   

  Business Response

  Date: 03/24/2023

  Complaint ID: ******** ******, *****- Waiting on a callback from the customer with the following information below:
  
  
  I am not able to pull the order number, if the customer can provide the first 6 and last 4 of the EBT card and the amount that was charged I can look into this further. I look forward to hearing from you soon.
  

  
  

• Initial Complaint

  Date:01/30/2023

  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 purchased items from Kroger on Jan 26. I have an alternate ID and Kroger account so all my receipts are digitally saved so I did not care about the paper receipt. I never returned items back to Kroger before this. But I found the same items cheaper in ******* so I decided to return the items.
  
  I went back to Kroger today Jan 30. I went to the ******** ***** ******* * store at 7.30 pm. The associate in the self checkout at said that I need a receipt to process returns back to my payment method. I drove back home and got my phone and returned and Said I have the digital receipt but she didn’t accept it. I told her I can print the digital receipt in paper but she told me that I need the same receipt that came out of the machine when I purchased the items.
  
  The Kroger’s website outlines that Kroger accepts digital receipts for returns. I called customer service and they said that they should accept printed digital receipts but that store associate was adamant that I had to get that same paper receipt from the store.
  
  This was very inconvenient and one of the worst retail store experience.

  Business Response

  Date: 02/08/2023

  Thank you for contacting The Executive Office. We understand your concerns regarding the service received at your local Store.  We apologize for your experience and appreciate your feedback.  Our company operates with integrity and we expect our team to be attentive and respectful at all times. 
  
  Please call the store to speak with a member of management, or return to the store on your next visit to speak with a member of management with your proof of purchase receipt-digital or paper receipt. The store management team will make the decision to accept or deny the return. 
  
  Regards,
  Kroger Co.
  
  

• Initial Complaint

  Date:01/30/2023

  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.

  I have been unable to log onto the Dillon's/Kroger website to place an online order for two weeks. I have been on their chat with numerous Kroger associates. To date, no one has been able to help me. In addition, several chat associates have hung up on me. I have tried to reset my password (which is not the problem), but their website will not email me the reset information. Not one person from Kroger has emailed us to provide resolution. We are senior citizens. I hate to think this is how they treat all elderly customers.

  Business Response

  Date: 02/08/2023

  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: 02/09/2023

  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.
  

  This is a non-response by Kroger.  Stating one will review without action means nothing.  Over 2 1/2 weeks of my life were wasted by Kroger chat associates making promises in which they did not keep or follow through.  Where is the customer service?  Is this how they treat all senior citizens with disabilities?  Is this how they would want their elderly parents treated?  

  Again, there was no response.

  Regards,
  

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

  Business Response

  Date: 02/16/2023

  The customer concern was submitted and has been resolved.  We appreciate the assistance of the BBB. We truly apologize to the customer for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is SOMEWHAT satisfactory to me.  I hope that you will forward this message to Kroger for review.  

  I am extremely disappointed I had to wait three weeks for resolution when their chat associates stated they would resolve the situation ASAP.  Two and a half weeks later, I was informed not one of the chat associates followed through with their promise to resolve the matter.  Does Kroger truly care about customer service?  I am dubious.  

  Subsequent to this issue, I enrolled in the Boost, i.e. Home Delivery plan.  Twice, I was not given the items ordered.  Delivery drivers or Kroger picks and chooses what they will and will not deliver.  Their online system is faulty and states an item is available "only" via delivery while ordering.  Once the order is placed, it will change that same item to "pickup only".  Again, ridiculous!  Where is the customer service.  Does Kroger enjoy infuriating customers?  

  Again, I am extremely disappointed with Kroger.  I have never had this problem with ******** delivery.  Food for thought for Kroger.  

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

• Initial Complaint

  Date:01/30/2023

  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 purchased groceries through Fred Meyer’s boost program and opted for delivery. I was charged for items I did not order. Such as: cayenne pepper, ginger, and butter. I didn’t even receive these items. I also was substituted items without the shopper communicating with me. I requested 6 lemonade Ice sparkling juice beverages and received 6 lemonade sparkling waters, and was charged for 8! I also tried to cancel the tip and was unable to. Fred Meyer wanted to offer a discount off my next purchase. I want a refund of $29.57 plus tax if the beverages are taxed. This includes the tip I want back. Attached are pictures of the receipt.

  Business Response

  Date: 02/07/2023

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

• Initial Complaint

  Date:01/30/2023

  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.

  Dear BBB~
  
  I am reaching out to request your help, as I am running into frustration. For at least a year, I have been encountering difficulties when I try to request prescription refills online from my Kroger’s pharmacy account There are two error messages that I am receiving. The first one states, “prescription unavailable for pick up on chosen date”. The website usually chooses the pickup date automatically for the customer. The second error message is not recognizing that I placed the prescriptions in the cart. I have been working with Kroger’s pharmacy support, but the problem is ongoing. On 1/27/23, I tried to reach pharmacy support at the number I was provided, ###-###-####, at 5:29 PM. After waiting on hold for about 15 mins., a representative took my call. I requested to speak with the pharmacy support representative I had been dealing with since 2022. I was told by a representative (I believe her name is Allison) that “there is no one here by that name.” Since she was unhelpful, I asked to speak to a supervisor. She was rude, and, refused to get me a supervisor. She transferred me back into the queue, at which time, I got Krenella, who then connected me to a supervisor.
  The supervisor did not know who “Allison” was, but did say that it is possible my call was bounced over to Kroger’s customer service unit because the pharmacy support center was closed. However, I did not hear a recording indicating that they were closed. Further, I was previously told by Joe in the pharmacy support unit that they close at 7 PM ET on weekdays. It is unclear why this is the THIRD time my call to the pharmacy support was bounced over to the customer support unit, impeding my ability to reach them about the ongoing problem with my medications. I am also disappointed with Allison’s unwillingness to help. Kroger must consider the effects of this situation on a disabled person. I would appreciate BBB’s help. Thank you.

  Business Response

  Date: 02/07/2023

  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: 02/14/2023

  Better Business Bureau:
  
  
  The business reached out to address my concerns in reference to complaint ID ********.  We had a productive conversation regarding this and other ongoing issues I have been experiencing with my pharmacy account.  We have reached a fair resolution.  BBB, thanks a million for your involvement in this matter 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:01/29/2023

  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.

  I purchased gift cards in Kroger on Jan 6th, 2023 and received 4x fuel points from the transactions. Then I tried to use to my fuel points in Kroger gas station to fill my tank, and the system couldn't recognize that I had enough fuel points in my account for a discount. When I went back home, I called Kroger customer service (the conversation took about one hour) and was told that the issue had been resolved. However, when I went to Kroger gas station the next day, the system couldn't even recognize my membership account and showed "loyalty invalid". I contacted the customer service for another 3-4 time in the next 1-2 weeks, and it took about one hour every time for waiting and explanation. I was either told that my account seemed having no problem or that their technique support would call me within several days to help solve the issue. Every time I was given a new case number, but no one actually contacted me and my account could not work at all. They are very irresponsible, and cannot solve a simple issue. I have been Kroger customer for many years and feel very disappointed. My Kroger membership ID is 4*********42. The recent case ID is #*********

  Business Response

  Date: 02/17/2023

  Thank you for contacting the Kroger Executive Office. We appreciate your feedback. Going forward, you will no longer be allowed to participate in the fuel program (earning and redeeming fuel points). We are unable to credit fuel points back to your account due to suspected violation of Kroger’s Fuel Redemption Rules. You will no longer see fuel points on your account, nor will you see points online or on the mobile app. Please visit **************** to view complete rules of our fuel program. We appreciate your business, and you may continue to shop with Kroger, but we will not restore an account once it's deactivated.
  
  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: 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.

  This response doesn’t explain why the problem happened, and doesn’t even try to solve any problem. Further, it actually deactivates my account to receive points in future. The response is full of arrogance, and shows no responsibility to the customers. This reply is also different with what their customer support team told me in the phone. Some of their employees must be lying to customers or ineligible for their position to solve problems.

  
  
  
  Regards,
  
  
  
  **** ***
  
  

• Initial Complaint

  Date:01/28/2023

  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.

  I went through self check out in the new Krogers in Miamisburg. The Thomas Bagels did not come up as a buy one get one free, they charged me full price until I complained to the cashier. I also noticed that my milk cost 2.99 when it advertised 1.99. I think they need inspected.

  Business Response

  Date: 02/06/2023

  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: 02/06/2023

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

• Initial Complaint

  Date:01/28/2023

  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 a Kroger grocery delivery order. On my end says the items were delivered and never came. On Kroger end says cancelled. The shopper also added a chuck roast and roast mix. I called Kroger because my card was charged a total of $113 in two different transactions. Kroger said it would take 7 to 10 business days to process my order. I was buying groceries for my family for this week and now I have to wait 7 to 10 business days. That was my grocery money for this week. I feel totally scammed. My refund should be instant so I can provide groceries for my family this week. They added the extra items by doing a substitute. I will attach where it says delivered, where they substituted things, and a copy of the text messages with the shopper.

  Business Response

  Date: 02/06/2023

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

• Initial Complaint

  Date:01/27/2023

  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.

  Why is the store charging by $5.99 for each 3 oz portion, but the price on the app is $5.99 for 1 lb (16 oz)?

  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.  Prices of products offered for sale through Kroger delivery online from the store you have designated as your preferred store may differ from prices offered for the same products at a different preferred store and/or may differ from prices offered for the same products in brick and mortar (physical) stores due to such reasons as preferred store location, fulfillment store location, day of pick up/delivery, in-store promotions, or digital coupons. In the event that the total amount of your order when fulfilled is less than the total amount of your order when placed due to a net increase and/or decrease in prices but not due to out of stocks or substitutions, a refund for the difference may be applied to the card used for payment within 24 – 48 hours of the delivery. Certain promotions and coupons, including paper coupons, may not be available or accepted online. In the event of a pricing error, an order may be cancelled, and the price corrected. Price and availability of products may change without notice. Additional delivery and service fees may apply. The final price you pay is the price for the products you receive on the day you pick up your order (or the date your order is delivered, if available), not the price on the day you place your order (unless both occur on the same day).
  
  We appreciate the assistance of the BBB.  We appreciate the customer's comments. At this time we have addressed their concerns and have nothing further to add. 
  
  Regards,
  Kroger Co.