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

  2116 S Main Street Stuttgart, AR 72160-6722

• 

  Kroger

  1109 W Main Street Russellville, AR 72801-3507

• 

  Kroger

  2300 Malcolm Avenue Newport, AR 72112-3670

• 

  Kroger

  1626 North Business 9 Morrilton, AR 72110

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:01/27/2023

  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 made a delivery purchase from my local kroger store #******** on January 11, 2023. When the notification that my groceries were delivered ********************), I could tell it was not delivered to my apartment door.. I contacted customer service immediately for resolution and was given reference ******** and was told my refund for 55.55 would be refunded with 7-10 business days. . I contacted customer service again on 1/23/2023 and was told that my refund would take another 7-10 business days to process. This is totally unacceptable. I am on a fixed income and need my refund processed and returned to my account immediately. Please help. Thanks.

  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 was processed back to the customer's account on 1/30/23.  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,
  
  
  
  ******** *********
  

• Initial Complaint

  Date:01/27/2023

  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.

  I placed a delivery order with Kroger that was delivered 1/26/2023. In that order was a 43 oz bottle of Kroger concentrated bleach. It was obviously very leaky. It was my only grocery double bagged so the packer definitely knew it was a leaky bottle, was just too lazy to get a different bottle or was instructed to keep that bottle. The bag had a puddle of bleach in it that I didnt see until pulling out the bottle. This got bleach on my shoes and ruined them (bleach spots). I used Kroger's online "chat with an agent" feature via the Kroger app. Alyssa, my agent, said the situation would be made right. 20 minutes later she tells me all Kroger would do is credit the bleach, plus $5. I find that rediculous considering your employee ruined shoes I cant replace (they are no longer made in this style) that cost me $55. I was polite and civil with Alyssa and I know she only has so much power but I do not feel like that is a fair reimbursement. I wasnt expecting to get new shoes paid for, but 7ish dollars for this experience was like spitting in my face.

  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.  We apologize for the experience that was had.  This is definitely not the experience we want our valued customers to have.  We have issued credit back to the customer's loyalty card ending in  **** and we have issued and additional $10 credit to customer's loyalty card.  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 find that this resolution is the best I'm going to get and don't feel like dealing with it anymore so I'm closing the matter. $15 total in credits for a $55 pair of shoes that I can't replace is still rediculous, but it's better than nothing. 
  
  
  
  Regards,
  
  
  
  ******** ********
  

• Initial Complaint

  Date:01/26/2023

  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.

  My complaint involves my visit to Kroger's ******** ** in Lancaster Ohio 43130 at 01/26/2023 at 424 pm receipt number *** *** *** *********. Leaving the store after self checkout, alarm sounded and my cart wheels locked up, could not move cart and in the exit area had to pull up another cart and transfer items to proceed out of the store with customers looking and wondering what's going on. A few weeks earlier, I had to help an elderly woman in the same exact exit area transfer her items after alarm sounded and wheels locked up on her cart. I want a explanation, truth, of why the store I have shopped at for years, and willing to self check my grocery's, that I'm helping other customers and myself switch carts so we can simply leave with our grocery's that we paid for

  Business Response

  Date: 02/03/2023

  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: 02/23/2023

  The customer concern has been resolved.  
  
  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 I* ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** ******
  

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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've been repeatedly trying to get Ralph's (affiliated with Kroger) to stop sending me unsolicited mailers to my address, but to date I have been unsuccessful in doing so. Can someone help me remove my address from Ralph's mailing list to stop all future mailers? 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 has been removed from our mailing list.  We apologize for any inconvenience 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 ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ********** ********
  

• Initial Complaint

  Date:01/26/2023

  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 went in to the store the day before my Bday Jan 14 and I attempted to use my healthy foods card. Obviously that was the beginning of all the chaos and issues. I have SNAP too. So while at self check out it accepted my $21.34 payment for healthy foods but not the bal of $20. for the rest of my items. I notified the attendant in the self check area..he was supposed to reverse the transaction.Gabe brought me to the front where he was and charged $39.16 to my EBT card and advised that is the new process..even though I wanted to use both cards. he brought me to Customer Service where Saisha and I argued about what should be done and could be done and in the end she refunded to my EBT $20.18 which is incorrect in itself. She recharged my Healthy Food Card $21.34 which mind you was the 2nd charge for the same items on this card. I have all receipts except the self check one. I have my Healthy Foods screen shot showing both charges same day as they are duplicates. I called to the store was advised to come back in. I am frustrated not sure when I will get back to that side of town and want one charge refunded back since I was wrongly charged for the same items twice and not refunded for either of them. Also if you require EBT first this will always be a problem for all your customers. This is mentally exhausting the whole process the issues involved the arguments the works. Please look into this matter and resolve it by the information I'm providing I pray i don't have to pay for a **** to that side of town for a mistake I didn't make, over my benefit card and Kroger's new policies in regards to it.

  Business Response

  Date: 02/03/2023

  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: 02/07/2023

  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 is not a response to my complaint, only a confirmation that it is being reviewed. Please provide an update. 

  Business Response

  Date: 02/16/2023

  We have issued refunds in the amount of $21.34 and $2.36 back to the healthy benefit card.  We apologize for any inconvenience this has caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/18/2023

  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:01/25/2023

  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 have shopped mainly at Krogers since the 1970's and have always been happy with them. However the last few encounters with the telephone customer service have been rude. I called the customer service number on 1/22/23 at 7:06pm EST from ###-###-#### and was told that because I used EBT they would not help me with the items I was overcharged for. I called back and asked for manager and was told one would call me. No one ever called. I called back today 1/25/23 at 10:12pm EST and the phone rep was very rude and said she refused to help me any further. I want someone to listen to the calls to verify my claims and fix this problem and call me after 5pm EST , I am available after 5pm EST everyday .

  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.  Our records show that the customer spoke with a member of our Executive Team on 1/26/23 in reference to this matter.  The refund was submitted to our accounting department on 1/26/23 to be processed back to the customer's account.  We truly apologize for any inconvenience this experience may have caused.
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 02/19/2023

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

  Problem:
  I shop at my local Krogers store daily. I made a BBB complaint recently and since then the customer service people have been very hostile towards me. I need to speak to senior management. My number is ###-###-####.
  
   
  Desired Resolution:
  Contact by the business
  
  

  Customer Answer

  Date: 03/02/2023

  I keep getting overcharged at store and rushed thru checkout line. and 800 number stopped reimbursing my account because we use ebt. the customer service is always closed at the store.Denice at ************ claims she reimbursed the ebt card but didnt do so. The news anchor told me that I should give you a chance to fix it. But you all didnt fix it
  

  
  

  Business Response

  Date: 03/03/2023

  I see a credit listed on the customer's Kroger Shopper's account.  The credit can be redeemed on your next instore or online order in store checkout or pick/delivery.  We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way.  The customer 's concern was submitted and has been resolved.  
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/25/2023

  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.

  Krogers has recently began using instacart as a way of cutting corners and saving money... With that being said, I ordered groceries on Monday to be delivered between 7-9pm. My order came at 1030pm. No big deal it was cold out and the girls were nice so I tipped them 40$ anyway.
  
  After noticing that I was charged 22.00 for something I didn't receive I called kroger and had to jump through hoops to reach someone that could refund me.
  
  Needing the items left off of my first order, I decided to place another order for delivery Wednesday. Mind you, I usually have a kroger delivery truck bring my groceries. I placed my order which was to be fulfilled and delivered between 1-3pm today (Wednesday). At 2:05 pm I receive a notification saying that Jeffery had started my order and to stay by for any substitute approvals that may be needed... I waited... and waited and finally just before 7 called instacart customer device only to find out that HE CANCELED MY ORDER!!! No notification then! Waiting for the ingredients for dinner for hours, thinking the man was fulfilling my order, because of course common courtesy is dead so I was never notified...
  
  Instacart couldn't help me at all, they could only out me on hold for 10 minutes while transferring me to a kroger rep... that... offered me 15$ for my inconvenience!!! WOW is all I can say. Pretty sad of krogers. A big box store laying off senior employees, cutting corners and robbing their customers all the while the ceo makes more money than the average person would even know what to do with.
  
  Back to my point... I spent 700$ the first time and almost 400 the following day to get groceries delivered, as I only place orders about once every 45 days for staples to stock up. Next time I'll pay extra for groceries with outrageous prices we have these days and support my local privately owned grocer...
  
  Lesson learned... common courtesy is a thing of the past and people's words are as well.
  
  No more instacart or kroger for me. 0

  Business Response

  Date: 02/03/2023

  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:01/25/2023

  Type:Service or Repair 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 December 28th I received gas from Kroger Fuel #*** in ***********. About an hour or two after fill-up I noticed that my truck started acting funny. BTW This is a **** ***** ******. I immediately took it to the dealer because it was impacting on my drive. The dealer did a few tests and told me it was the bad gas that messed my truck up. I immediately contacted Kroger store ***** ******* ** ********** **** ***** and they never answered for like 6 hours. I called the gas location and spoke to a gentleman and he told me his manager had left and to keep trying the store. On 1/3/23 i decided to walk in the store and i talked to a manager that was there. He was not the nicest person at all. I explained what happened and told him who they told me to talk to. Then another guy comes down and he said "I'm not sure what to tell you"/ Like excuse me? I'm out of a $40,000 SUV! I was forced into a rental and I'm not happy I want this rectified. I also heard of another location having this same gas issue. So he wrote all my info down and receipt info and said he would get in touch with me. For the last 2-3 weeks I've been in that store- called- and nobody helps me and they told me its on me. No its not on me this is on Kroger!!! If this isn't fixed a lawsuit will definitely come and for my sake there are other cases here in the Cincinnati region similar to mine and they would do a class action if needed since Kroger doesn't care.
  
  I used my kroger card to pay for the gas and the ALT ID is **********

  Business Response

  Date: 02/02/2023

  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: 02/02/2023

  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.
  
  The fact that it’s been over a month is sickening! 
  
  Regards,
  
  
  
  **** ******
  

  Business Response

  Date: 02/23/2023

  I apologize for the delay in responding.  The customer issue is still under review. Again, I apologize for the delay. Once completed, we will follow-up.
  
  Regards,

  
  Kroger Co.

  Customer Answer

  Date: 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,
  
  
  
  **** ******

   

  the business stated they are still working on this.

  Business Response

  Date: 02/27/2023

  Upon review, the store management team has reached out to the customer.  I see the customer was contacted 2/25/23. 
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/24/2023

  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 was charged for disposable bags and not given the option to opt out.

  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:01/24/2023

  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.

  Kroger has left a hold on my checking account for groceries I paid for over a week ago. Why can this company leave a hold on my account account for over a week for groceries that have been paid for? This has caused a financial hardship to me as a retiree on a fixed income. My Kroger Plus shopper number is 4*********31. Appreciate any help you can provide. Thanks

  Business Response

  Date: 02/02/2023

  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: 02/16/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.   Preauthorization holds typically fall off in 3-5 business days after the completed transaction.  Banks determine how long the preauthorization hold is on the card/account. We request that the customer contact their bank directly to expedite the release of funds.  If the hold stays on the account longer than 5 business days, please contact us at ###-###-####, so that we may further assist with this matter.  We truly apologize 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 ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I did call my bank and was told it was up to the business that put the hold on my account.  

  
  Regards,
  
  
  
  **** ****