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 Grocery Stores

  300 I-40 Service Rd West Memphis, AR 72301

• 

  Kroger

  1401 East Race Searcy, AR 72143

• 

  Kroger

  4401 Camp Robinson Road North Little Rock, AR 72118-3601

• 

  Kroger

  4401 Camp Robinson North Little Rock, AR 72118

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:01/17/2023

  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.

  I went into the Foods Co Grocery Store on **** * ***** ****, ******** *** ***** as a patron. I proceeded to the
  meat section and noticed that the store was having a sale on racks of fresh pork ribs. The price indicated that the ribs were on sale for $2.99 and the sign didn't dictate that the ribs were $2.99 per pound. I was in disbelief by what I saw, so I went and got with an employee named Francisco working in cold foods. I mentioned to him what I had seen and asked him to take a look at it as well to verify. Once Francisco was in the meat area he verified that the racks of ribs were just as the sale sign showed, $2.99 as a sale price per rack and not $2.99 per pound. I then proceeded to get a buggy and I picked up two racks of ribs with a few other items and headed up front to the register. Once at the register the cashier by the name of Nikcole scanned the ribs and they came up as regular price. I then explained to her that the ribs were on sale for $2.99 and I also showed her that I had taken a photo as proof. So in an attempt to reduce the price the system wouldn't allow it, so the cashier then called for a manager-Alvin. Alvin then called the store manager-Elisabeth, so Elisabeth and I went to the back where the ribs were. She then called this gentleman by the name of Lupa and told him of the price and he immediately became belligerent and unprofessional for no reason. Lupa also tried to insinuate that I was trying to get something for nothing, as if I was trying to steal from the company by getting the food items at a lower price. The store manager also tried to imply right along with Lupa that I couldn't understand what I was reading. She also came to me a little later and stated that she reprimanded Lupa for his unprofessionalism after I had left the scene, she also stated to me that she couldn't honor the sale price of $2.99. I told her that was fine but that she or her staff needed to adjust the verbiage on the sign so that it states $2.99 per pound.

  Business Response

  Date: 01/23/2023

  Thank you for contacting the Kroger Co. We’re in receipt of your contact sent through the BBB.  I do apologize your experience was less than satisfactory. It is not our intention to frustrate or upset our customers.  This customer's comments provide us the opportunity to evaluate, address and provide coaching as a learning experience.  We continually look for ways to improve and will certainly take your feedback and your comments which provide us the opportunity to evaluate, address, and correct our processes if necessary.

  Regards,
  Kroger Co.
  

• Initial Complaint

  Date:01/16/2023

  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 placed an order with Kroger for it to be delivered to me. It was scheduled to be delivered between 11:25am-1:25pm. My shopper went through the entire order, I was sent confirmation that they were on their way and they never showed up. I chatted customer service, was disconnected on, I chatted back in and was told a new shopper would be at my house with my order between 3pm-3:30pm, nothing arrived. Again I was told my shopper had gotten my order and was on the way but no one arrived. I called spoke with a supervisor and they told me another shopper would be here with my order between 7:20pm-8pm. At 7:45 I received an email from Kroger that my order has been cancelled without my approval. I contacted customer service and all I’m being offered is a $20 credit. They issued a refund but said it would take 10 business days. They told me the order’s never arrived due to store outages. But I was never informed of this until 9pm.

  Business Response

  Date: 01/20/2023

  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:01/16/2023

  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 agreed to pay $82.01 for an online order, and they sent a confirmation email with that total, but then charged me a different amount of $96.49.

  Business Response

  Date: 01/18/2023

  Thank you for contacting the Kroger Executive Office. We appreciate your feedback.  I am in receipt of your concern that you sent through the BBB. 
  We are committed to providing you with the most enjoyable experience possible and your comments provide us the opportunity to evaluate, address, and correct our processes if necessary. 

  The customer’s credit card will be authorized with a hold for the estimated order total. The prices are estimates -your final charge is determined when you receive your order.  Things like coupons, taxes, (if applicable) weighted items, or weekly Ad price changes may affect your cost.  Once the order is delivered, we’ll replace the hold with a single, final charge for the order amount. It can take up to 48 hours for the transaction to show up on the customer’s bank statement. 

  Upon review, I see you were charged for the correct amount. The $82.01 was an estimated total of the 3 bottles and the delivery cost. The items were $89.97 for the 3 bottles of Nature's Way at $29.97 each and the sales tax of $6.52 for a total of $96.49. Also, I see the delivery cost was waived. 

  Cost Summary
  Item Total $ 89.97
  Promo Total - $ 4.99
  Shipping Fees Total
  $ 4.99 Standard Shipping
  $ 4.99 FREE
  Taxes $ 6.52
  Sub Total $ 89.97

  At this time, this is what's in place for our customers that wish to participate in our online ordering.

  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: 01/18/2023

  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 item subtotal was $89.97.  I applied a coupon code, ****** as a new customer to get 15% off ($13.50), as is shown on the receipt.  The total should have been $82.99 with tax included.  I don't know how your system came up with $82.01.  You took away the 15% off discount that your website originally accepted, then on the receipt, you increased the price of the product to make it appear that I still got the discount.  That is called bait and switch.  The price shown at checkout should always be the price paid.
  
  
  Regards,
  
  
  
  ******* *****
  
  

• Initial Complaint

  Date:01/16/2023

  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 an order for delivery on 12/30/22. Before the order was delivered, I was informed by the delivery driver that she had scanned the wrong receipt, but had corrected it. My order total was $78.89. The order that I was charged for was $145.52. I spoke to ***** in customer service, Reference no. (*******). I explained what happened and she told me that I would be refunded the $145.82 in 7 to 10 business days. I tried to explain that I would be happy to pay the $78.89 that I did owe, but she did not seem to understand. I sent an email on 1/11/23 inquiring about my refund. I got an email back from ****** telling me to call customer service. Today, 1/16/23, I called customer service and spoke to a person who told me that the refund was never sent in and that she would submit it right now. I asked to speak to either accounting or her management. She put me on hold and eventually hung up on me. I would like a refund for $66.93, which is the difference between the order that I actually received and the order for which I was charged.

  Business Response

  Date: 01/18/2023

  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: 02/02/2023

  The customer was already refunded as of 01/11/2023 in the amount of $145.52 to card ending in ****.  The Auth code: *******

  Customer Answer

  Date: 02/02/2023

  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:01/14/2023

  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 attempted to purchase groceries on my Kroger app using their delivery method. Was told my groceries would be delivered by 12:20. They never showed and the order was somehow cancelled. I contacted their online services due to myself having Covid and barely any voice. The gentleman told me I could contact my bank to have my money put back into my account because it was a hold not a debit. After contacting my bank it was in fact a debit and there are now two debits out of my account from them. I called to make a case file about getting my money back and was told it will take them 7-10 days to do so. I never received any groceries from them and they have debited my account for almost 280 dollars. After speaking with others this is something they have done to many other people and some have never received their refund back. This is outrageous! It should have been an immediate refund of money!

  Business Response

  Date: 01/18/2023

  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:01/13/2023

  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.

  I attempted to purchase alcohol from Kroger on Diamond Causeway in ********, GA on January 13, 2023 and was denied the sale due to me having a temporary drivers license issued by the Department of Drivers Services in Savannah, GA. I offered 2 forms of ID (temporary license and expired license, also had debit card with my information on it). The employee at self checkout was very rude to me and sent me to customer service. I am outraged because this exact same Kroger sold me alcohol with the temporary ID and expired ID the day prior, January 12, 2023. I explained this to the customer service/management and to the employee at self checkout. They did nothing to resolve the problem and would not offer me any explanation as to why I was sold alcohol the night prior but denied alcohol the next day, offering the same form of identification at both occurrences. I attempted to contact Kroger concerning this matter 3 times via phone call (I was hung up on every time) and 2 times via customer service chat online (I was told there was no representative available to help me). I have been buying alcohol from this location for the last 3 years and have never experienced such problems before but I am extremely dissatisfied with the way the situation was handled and with the way I was spoken to by the self checkout employee and by management at customer service. This store should be penalized for allowing an alcohol sale day prior and denying the next day when the same form of ID was offered at each occurrence.

  Business Response

  Date: 01/17/2023

  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:01/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1-11-23 Kroger gave me a $30.00 credit towards my next order because of issues with an order they delivered. When I placed my next order it did not appear. Kroger Customer Service instructed me to type a message in the special instruction of the first item to apply the credit. They did not apply it, and charges my credit card. Customer Service told me I had to wait 24 hours and call back to get the $30.00 back on my card. I called back and they refuse to put it back on my card. They said they will apply the credit to another order, which is a lie. They hung up on me.

  Business Response

  Date: 01/17/2023

  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: 01/20/2023

  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.

   

  No response was given. They sent me an email with a 2 question Customer Satisfaction Survey?
  
  
  Regards,
  
  
  
  ***** **********
  
  

  Business Response

  Date: 01/27/2023

  Thank you for contacting the Kroger Executive Office. We appreciate your feedback. Upon review of the shopper's account, I see the customer received a $30.00 credit. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane or automatically will redeem on your next online order once the order it picked up. Please remind the cashier at the beginning of the transaction that there is a credit on the card. Also, keep in mind that anyone else in your household who may share this account with you will also have access to this credit.
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/12/2023

  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.

  My claim number with Kroger customer service is #********. On 12/19/22 I placed an order for delivery to my residence. My delivery window was 6 p.m. - 8 p.m. On 12/19/22 I received a text at 5:29 that Dee S. just started shopping my order. At 7:08 pm I received a text that Dee S. had checked out. At 7:46 p.m. I received a text stating "Hi, this Chrisann with ********* Care. Your shopper encountered an issue while fulfilling your delivery. Your order will be assigned to the next available shopper." I started receiving texts from a new shopper named Shawn. At 10:06 p.m. I received a text that Shawn refunded an item. That was the last text I received. I checked my email, and at 10:44 p.m. I received an email from Kroger that stated: "We ran into an issues on our end fulfilling your ********* order and it has been canceled." I never received any of my order from Kroger. I was charged two different amounts, the first being $252.42 which was not fully processed and went back into my account. The second amount of $253.71 was pending. On 12/21/22 the $253.71 was processed and taken out of my account. I called on 12/21/22 and was advised that a refund had been initiated and would take 5-7 business days. On 12/29/22 I still had not received a refund and called customer service. This time I was advised I needed to wait 7-10 days. I was advised to call back on 12/30/22. I checked my account on 1/2/23 and my money was still not refunded. I called customer service again on 1/2/23. This time I was advised my refund was not processed until 12/28/22 and I need to wait 7-10 business days from that date. I called AGAIN on 1/9/23. This time I was advised they see where the refund was requested on 12/21/22 but has not been submitted. Dyna is who I spoke with 1/9. She stated she pushed this through to accounting and it will be expedited. I should have my money by Friday. I am a mother of four children. Please assist me in getting my money back to me.

  Business Response

  Date: 01/13/2023

  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: 01/13/2023

  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:

  The response only thanked me for contacting them through BBB and stated they forwarded my complaint on to Upper Management. This response does not resolve anything at this time so I cannot accept it as a resolution. This needs to remain open.

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

  Business Response

  Date: 01/25/2023

  The customer should receive a refund within 3 to 5 business days.  The customer concern has been resolved.  
  
  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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:01/12/2023

  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.

  Our local Fred Meyer store in Klamath Falls, OR is a part of the Kroger chain of stores, and uses Kroger's computer system for the Prescription Drug and Fuel Points programs. It's 7:000 A. M. PST, yet I'm unable to access my Prescription drugs. This is a ongoing problem, not an occasional one. A message will appear on the Prescription drug site " We're unable to fetch the information at this time". Really? The Fuel Points site has dropped the "Details" area, also an ongoing problem. How does Kroger/Fred Meyer expect a customer to make informed decisions without this information?

  Business Response

  Date: 01/31/2023

  Thank you for contacting The Kroger Executive Department. I am in receipt of your complaint sent through the BBB.  We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way.   Your feedback and your patronage are greatly appreciated.  The customer comments were shared with Senior Leadership for internal review.  Please follow -up with your local Pharmacy for your prescriptions. We appreciate the assistance of the BBB. 
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/03/2023

  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.
  
  
  Regards,
  
  
  
  *** ******

  RE:ID# ********, the company hasn't resolved the problem. If you, read their response, you'd see it's standard letter# 43, pure PR BS, and designed to blow off a complaintant. And they didn't contact me as I requested. They don't even have a telephone number listed.so a person can't contac them directly to resolve a problem. Incidently, the Pharmacy Manager has quit after only a few short months on the job. As for following up with the local Pharmacy, as they suggested, that's a joke! There's nothing they can do. All the computer systems are Kroeger's, so the remedies MUST flow from Kroeger. And, if you read their response, it's not even signed by a person, just "Kroger Co." I've never seen a company MORE anxious to NOT talk to their customers, and to take MEANINFUL steps to correct a problem.
  
  

• Initial Complaint

  Date:01/12/2023

  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.

  I had a prescription krogers could not fill since last week. I found the prescription at another pharmacy and requested a transfer to *** at 8:00 am. Making several calls throughout the day, at 3:30pm Kroger's claimed they didn't receive the transfer request from *** untill just then. *** states the transfer was out in hours prior, By 4:00 Kroger's still had not sent the prescription transfer and speaking with a pharmacist at Kroger's, he Quote started he did not care that it wasn't sent nor that I've been lied to about it!!! This prescription is for preparation for surgery for Aggressive Cancer!!!

  Business Response

  Date: 01/13/2023

  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: 01/13/2023

  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, they claimed the received it and are reviewing the complaint and offer nothing in regards to it not even so much as a apology. 
  
  
  
  **** ******
  

  Business Response

  Date: 01/23/2023

  The customer will be contacted by directly with details on this concern. Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/23/2023

  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,
  
  Once again The company side tracks the complaint and or issue cwith a bon response ok there than to supposedly contact me the customer/ complaint ant directly. Which they may or may not do. Extremely unprofessional! 
  
  **** ******