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:01/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a curbside pickup on Nov 23 just after 8:30am and I was charged the wrong amount to my EBT card. Order *******************, the order confirmation email gave me a total of $30.62, the amount charged to my EBT is $92.50 And the order no longer shows up in the Kroger app or the website

  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: 02/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ********

  I didn't get a message that Kroger responded to this. As of right now,
  47 business days later, I still haven't received a refund from Kroger.
  
  

  Customer Answer

  Date: 02/13/2023

  This morning I received a refund of the full amount that was owed to me
  by Kroger.

• Initial Complaint

  Date:01/23/2023

  Type:Delivery 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 placed delivery order they Kroger App. 1 hour after order, Instacart started sending me text messages that many items were not available. I had a friend and family member tell me those items where their as they were at store 15 minutes prior. I told Instacart to just cancel my order. They said too late, which it was not. I then said I would just go up to store and get items myself. I asked for refund. I said not to enter my property as I was leaving. Inwas then threatened via text
  Message that they knew where I lived. I have copies of that text attached. I feel scared now and locked my doors and put on alarm. I have never been threatened. I called Kroger and they said my food was delivered anyway. But it was not, nor does my Romg doorbell catch anyone dropping anything off. So I was charged and never received anything. I have all the evidence. Kroger can go to my account via my membership and see that the items Instacart claimed
  Where not at store we’re
  Purchased by me 15 minutes later. They straight up lied,
  Wasted two hours of my day waiting, I ended up driving and wasted gas at
  Night and now I can’t sleep because of threat!!!!!!

  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: 02/20/2023

  I apologize for any inconvenience caused. The customer should receive a refund within 3 to 5 business days.
  
  Regards,
  Kroger Co.
  
  

  Customer Answer

  Date: 02/20/2023

  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.

  kroger corp said they would give me the Kroger Boost and still waiting.  I also see that they took money out of my account for boost and I never even wanted it.  They offered it to me for inconvenience.  I would like full $99 refund and the boost year plan they offered.

  
  
  Regards,
  
  
  
  **** ****
  
  

• Initial Complaint

  Date:01/23/2023

  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.

  New customer ordering from Kroger delivery service.
  
  Pricing online automatically deducts coupons. The "estimated" price on my last order was close to $50 more than the total given at checkout and what I was expecting, in large part due to coupons automatically deducted. The language make it clear that it is "estimated" because of fluctuations in item pricing between delivery and order date, adjustments for out-of-stock items, and replacement items being of a different price. It's is a VERY unethical practice to take away $35+ in coupons your system deducted AFTER delivery. I seriously mean you could have a lawsuit on your hands (not by me at this time), so I think you need to fix this.
  
  I tried to get help via email, but your email support did not reply to me. I went through chat, and that was a gigantic waste of time (45+ minutes).
  
  Very simply, you cannot estimate a price and then charge whatever you want. The explanation the chat rep gave is absurd. Your system is flawed or purposely misleading to Kroger's benefit. In either case, I will not be the dupe for a bad system.
  
  I want the $35 off PLUS $10 credit for having to waste almost an hour with awful customer service, who was unwilling to actually help or escalate to someone who can. See email image for order number.
  
  Small adjustments are fine. I ordered a bunch of cheese that that wasn't available, so the total should have been about $12 less than quoted (around $41-42). The chanrge was over $90. It is YOUR system's responsibility to not apply coupons that are not valid. It should know whether they've been used, factor in the date of delivery, and estimate, fairly closely, the delivery charge. I can no longer see the coupon codes, but I know there was one $10 and two $15 off. These may have been the same on a previous order.
  
  There is principle here. I have not left poor reviews for your service yet. I have not contacted my credit card company. But I do feel this is unethical.

  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 requested credit was added to the customer loyalty card ending in **** on 2/1/23.  We truly 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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:01/23/2023

  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 experienced Kroger charging my account a second time after already being paid and final receipt was received. The charge was even higher than the total that they showed on the “updated” receipt. I spoke with a representative who apologized for a “glitch” on their end and initiated a refund that never came. I even offered to return the items and was told they couldn’t be returned. I have chatted, called and emailed numerous times and given different time frames that my “refund” should be processed. It is now over a month with no refund to be found. I’m getting chat disconnections when I inquire about it and they have never emailed me back. I think it’s unethical for this company to do this to its consumers because of an error on their part.

  Business Response

  Date: 02/01/2023

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

  Business Response

  Date: 02/16/2023

  The refund has been submitted back to the customer's account.  We truly apologize for the delay and 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.
  
  The amount charged to my card does not equal the amount refunded. I was even overcharged from the beginning. Not sure if “taxes and delivery” are being deducted, but it still doesn’t equal what was charged to my account.

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

• Initial Complaint

  Date:01/23/2023

  Type:Delivery 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 placed a shipment order with them not knowing how horrible their service is. The order was placed on the 17th and supposed to be delivered on the 17th. Then it changed to the 18th. Then it changed again as the order took several days to process. When I contacted customer service, *****, said the order was coming from the 3rd party and that was the reason for the delay. This was not true and I informed him of that. I asked to cancel the order, as it was still processing and he said they don't have that option and that I was guaranteed a refund plus a $10 credit for my trouble. To get the refund I had to contact Kroger when the charge posted and they would issue the refund. Ok...I contacted them again on the 23rd and of course they question me as if I'm lying when I have a screenshot of the conversation with ***** and I know they have a recording of the conversation because all companies do (or should). The lady, ********, literally asked me "you should you get a refund?" Rude!!! Because your employees "guarenteed me a refund for the order issues and for giving me a hard time. When I asked for a manager, she ignored me and kept asking me for a reference number and proof that I "deserve" a refund. The level of disrespect is unreal!

  Business Response

  Date: 02/01/2023

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

  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: 03/01/2023

  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 don't know why the company is doing this. They have said the refund was issued, but is has not been issued and the credit has not been issued to my account. Lying is not settling the dispute. It's just lying. This is the kind of disrespect and disregard for customers that makes customers so angry. I'm glad this is public so that everyone can see how horribly Kroger treats their customers.
  
  
  Regards,
  
  
  ***** *******
  
  

• Initial Complaint

  Date:01/22/2023

  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 a strawberry crunch cake a week ago, the expiration date was Jan 24 but several days before the remaining cake was full of furry mold.

  Business Response

  Date: 01/31/2023

  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:01/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frys Food and Drug provides coupons via mail about once a month. For the last year there is an issue with the Kroger Paper Towels coupons; The actual paper towel products have been changed across the board, yet the coupons being provided have not, so they are for products that no longer exist and haven't existed for a long time. For instance, all of Kroger paper towels have a numeric designation indicating how many regular sized rolls each roll actually equates to, 2=4, 4=6 etc. Sometime during 2022 they increased the roll sizes so now 2=5, 4=8 etc (the numbers I am using here are just examples). Yet the coupons provided are for products that no longer are produced by Kroger and are no longer for sale in any Kroger owned locations.

  Business Response

  Date: 01/27/2023

  Thank you for contacting The Kroger Executive Department. I am in receipt of your complaint sent through the BBB. Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership. We appreciate the assistance of the BBB.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:01/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/17/23 I went to " Pickup " my groceries that I had ordered the previous day from Fry's grocery store . As I sat in my car waiting for my order a young man comes out and states that they will NOT be fulfilling my order . When I asked why he went back inside to get his manager ( Laura or Laurie ). The manager comes out and while I'm sitting in my car the manager is raising her voice , talking over me , and is just rude and offensive . I was EXTREMELY embarrassed as her voice was drawing attention. To make a long story short , she denied my order , and walked off without giving a valid reason. I go home and call customer service to file a complaint , in which sparked a hour and a half of getting bounced around there . Finally they issued a credit of $30 and apologize for my treatment.......................Later that day I attempt another online order with Frys , my pickup time was scheduled for 12-1pm today ( 1/18/23) While at a Doctors appt I get a call from a guy named " *** ". He states that he wont be able to fulfill my order because..........." We don't have any of your items in stock "...then rudely hangs up. This man sounds like the same guy from the day earlier . Anyways, After my Dr apt I immediately drive to the store , and check each and every of my 6 items ordered....EACH ITEM WAS SITTING ON THE STORE SHELVES !! I took pictures dated and timestamped of each item . I come home and called the store and then corporate . Sparks a 3 hour phone call between store and corporate . Corporate states that my order should NOT have been cancelled......Store Manager states corporate told him to do it in an email from corporate Ohio.......???? This manager ( ***** was also rude and very disrespectful. I believe wholeheartedly that my order refusal , and treatment was done as retaliation to my corporate complaint the day earlier . And if it's not , then it's FALSE ADVERTISING , as they aren't honoring , nor explaining WHY they don't honor their own promos.

  Business Response

  Date: 03/24/2023

  Complaint ID ******** ****, ********* 
  
  
  Response:
  
  
  The cancellations were due to an internal company wide issue. The customer received a token of appreciation as a result.
  
  
  
  Regards,
  
  
  Kroger Co.
  

  
  

  Customer Answer

  Date: 03/24/2023

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

• Initial Complaint

  Date:01/18/2023

  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'm sick and tired of kroger giving me the run around on two separate refunds they owe me they told me I would get them in ten business days and it's been over three weeks and now they are saying another two weeks and I am on disability I need for food I have nothing to eat and I got bad high blood pressure and haven't had my medicine because of this for over two weeks I'm extremely sick dizzy chest pains something needs to be done about them now darn it

  Business Response

  Date: 01/25/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your compliant.  We need more information in order to review your concern. Once reviewed, we will follow-up.    
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/25/2023

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

  Customer Answer

  Date: 01/25/2023

  I still haven't received refunds and because of this my babies are going hungry and my husband can't get his medicine for blood pressure and diabetes and that's dangerous for his health 

  Business Response

  Date: 02/03/2023

  Please respond with your order number, 12-digit card number and receipt information:
  
  1. Date of the transaction
  
  2. Time of the transaction
  
  3. Series of numbers after the time
  
  4. Amount of transaction
  
  I would be more than happy to assist. We look forward to hearing from you soon. Once received, we will follow up with you soon. 
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/18/2023

  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.

  We live in **** *******. And we go to the locations of frys on ******** road and ****** in **** **. And ******** road and ***** road in **** . And my husband bought two bacons,, TV antennas, bags of ground coffee that was half of on sale and vitamins. And he went there today on January 17 2023 and it is the same stuff with the workers and customers they argue with us and the customer push my husband out if his way with his food on the coverar belt. We were there two weeks ago and we were returning the bacon and the manager wouldn't return it because of the date when the bacon was bad and it made us sick with a belly ache and pains in our belly. And she was a manager and really rude too us we bought other things and they are not very helpful to there customers. They are a rip off and make people argue too much
  And when I did the live chat two times they were very rude to. We want our money back in a refund check they have money because they advertise alot . We spent over $100.00 dollars on all the food. We are recovering from covid and we are on oxygen. And we are on social security. We are a disabled couple.
  Resolution, we want our money back please. And no credits. We want a gift card or a refund check please. Thank you.

  Business Response

  Date: 01/25/2023

  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: 02/06/2023

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

  It is not resolved. We want our money back please. They are still rude to me and my husband. We bought coffee and we got sick on it. And we bought a tv antenna and it doesn't work correctly. We paid $90.00 dollars on everything and we are sick on the coffee and bacon because the location on ****** and ******** road in **** **. And the location on power road and ******** road in **** **. They are still rude too my husband and push him out of the register. And told him too eat the bacon and I hope you guys get sick on it.we spent $100.00 dollars in there .we want a refund check please. We are recovering from covid and we are on oxygen. We are a disabled couple. We are on social security disability. Thank you. 
  
  

  Business Response

  Date: 02/14/2023

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

  
  Kroger Co.