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

  1626 North Business 9 Morrilton, AR 72110

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

• 

  Kroger

  1009 West Main Street Russellville, AR 72801

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:01/11/2023

  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.

  A fraudulent check was passed at your King Soopers location in *********** **. This check had our company name but the name of individual not associated with our business. There was no bank on the check and the account number and routing number were not of the bank that we use. This was a completely made up, fraudulent check and should have never been cashed or accepted by your company. You have attempting to get payment on this. I have called your number 3 times and have not been able to get through to anyone. In addition, I have emailed you the affidavit from the bank that was notarized letting you know it was fraudulent transaction. I have talked with Amana E S**** in the Kroger Customer relations. You store procedures should have prevented this check from being accepted in the first place. At this point please drop the claim for payment and update your training for employees on check acceptance.

  Business Response

  Date: 01/16/2023

  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:01/10/2023

  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.

  This Kroger's is advertising ******* cigarettes for $4.20 and mgr refused to honor marked price, charged me $5.05. Should not be 85 cents for tax, that would be 35 cent max.

  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.  In order for us to proceed, we would need you to respond with the store location.  Once received, we will review and follow-up. We look forward to hearing from you soon. 
  
  Regards,
  Kroger Co.

• Initial Complaint

  Date:01/10/2023

  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 made a purchase in this store on December 10th using self checkout. It said my car did not go through and I had to put it in three times. The third time in associate came over and helped. When I got home and looked at my checking account I had been charged three times. The amount each time was $33.74. I called Kroger and spoke to management twice about this and they told me to call the corporate office. I called the corporate office they said the manager had to file the claim for this they said that they could see that I was charged three times incorrectly. I should have only been charged once. I have called the corporate office twice and I still have not received a refund of $33.74 * 2.

  Business Response

  Date: 01/16/2023

  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: 01/21/2023

  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:01/09/2023

  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 had a Kroger pickup for 09/15/2022 with receipt being emailed. The receipt came 09/18/2022. Order #******************1 for $321.40. Called Kroger & spoke to Pickup Manager, ******, about my order. She said they had problems trying to process my order & had to call corporate. On 09/192022 I spoke to ****** & she said she brought out my order & put in the back of my truck. On the Friskies Wet Cat Food she was able to substitute one flavor but they were out of all the other flavors. I only received 2 @ Friskies Pate Seafood Favorites Wet Cat Food Variety Pack, 32ct/5.5oz. and 2 @ Friskies Fish-A-Licious Prime Filets & Shreds Wet Cat Food Variety Pack, 32ct/5.5oz. and 2 @ Fancy Feast Delights with Cheddar Grilled Collection Wet Cat Food Variety Pack, 24 ct/3oz. Once I received my receipt by email I saw that I was charged for 6 @ Purina Fancy Feast Seafood Grilled Collection Wet Cat Food Variety Pack, 24ct./3oz. 24ct./3oz. that was not in my order. ****** put me on hold and came back to tell me that the manager on duty and herself looked all around the pickup area and they didn’t see the 6 @ Purina Fancy Feast Seafood Grilled Collection Wet Cat Food Variety Pack, 24ct./3oz. ****** on 09/19 2022 at 12:10pm she told me to call the corporate office to make a complaint. Also, the Borden milk was substituted for the Kroger milk for $.99 not $1.99 & the Simple Truth Roasted & Salted No Shell Pistachios were supposed to be $7.99 with a $2.00 off coupon. ***** at 11:42am at the Kroger Corporate office that totaled it all up & said I was due a refund of $134.44 with case ********* that my credit card would be refunded $134.44 within 7 to 10 business days. I was told that my refund was processed on September 21, 2022 for the $134.44. was told by ****** at 1:04pm 01/09/2023 that ****** said I am entitled to the $134.44 because there wasn’t any issues with my order. Called many times!!

  Business Response

  Date: 01/16/2023

  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: 01/26/2023

  Upon review, I see the customer 's concern was submitted and has been resolved.  
  
  Regards,
  Kroger Co.
  
  

  Customer Answer

  Date: 01/26/2023

  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 issue was never resolved. They still owe me $134.44 back to my credit card. Please send me proof that Kroger has made the refund.

   

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

• Initial Complaint

  Date:01/07/2023

  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've purchased a boost membership from kroger in December of 2021. That membership should have automatically renewed per their terms and conditions and was not due to their mistake.
  
  Since then I have been charged $46 for delivery fees inappropriate and I want my boost membership reactivated retro to December and the refund issues immediately.

  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.

  Business Response

  Date: 02/06/2023

  Any purchase of a Boost Membership that happened prior to 6/23/22 were not eligible for auto renew. With that being said, this customer enrolled in Boost on 6/20/22 and the membership expired/ended on 11/25/22. 

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18703112, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  You can see from the screenshots they did not notify me nor did they auto renew per their own policies.   Company failed on all instances

   

   

   

  
  Regards,
  
  
  
  Kendra Jacobson
  
  

• Initial Complaint

  Date:01/06/2023

  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 ordered groceries to be delivered from Fry's on the Fry's app. My groceries were supposed to be delivered by 9 AM on December 7, 2022. The text I received said that the groceries were being delivered. They never showed up. Instead my card was charged almost double my original order with items that were added that I never approved or have purchased before. I called immediately and reported it and also went on the Fry's chat feature. I received an email that they would send me a refund on my credit card in the amount of $117.49. They said it would be on my card in 7 to 10 business days. It never appeared. I have called numerous times including again on December 15th.. They claimed that they had a mishap with their system and that it would be processed within 5-10 business days. Still no refund and called again. Now they are saying 5 days from Jan. 2. This is beyond ridiculous. I want the refund of $117.49 and the $99 I spent on the Boost membership as I no longer feel confident that this service is secure.

  Business Response

  Date: 01/12/2023

  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: 01/17/2023

  Better Business Bureau:
  
  
  On Jan. 5, 2023 I received the reimbursement that was promised on December 7th. It is sad that I had to spend so much time to get this matter resolved. I still have not received any communication regarding refunding the $99 I paid for the Boost membership to have groceries delivered free of charge.  Since I had such a negative experience with your shopper stealing my groceries and placing unauthorized additional purchases on my card, I do not feel safe in using your platform and therefore I am requesting a refund.

  Thanks for your attention and help with this matter.
  
  
  
  ****** *******
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  Fred Meyer, **** ***** **** ****** in ******, advertised a rib roast for 7.97 each cut. When brought to the attention of multiple store staff they refused to acknowledge the issue, as we were charged 33.15 for the item. We even showed them a picture of the signage they had at the meat counter. After our interaction with store staff, we noticed a clerk make a phone call to the meat department to fix the advertising error. We would not have made the purchase if we new the price they wanted at checkout. Most stores have policies in place to acknowledge and match these mistakes in there end. We received none of this, and the employees quickly dismissed us without any acknowledgement. I have pictures of the advertised price tag, and our receipt. We are seeking restitution of the difference plus tax. Thank you for your time.

  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.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shop at Kroger and have a Kroger Plus Shopper's Card. My old card wore out and they issued me another card and linked them together so that I wouldn't lose my fuel points. Someone keeps stealing my fuel points from the new card. Also, the weekly digital coupons do not work and I keep getting overcharged. I depend on the savings from this card.
  I cannot get a live person to talk to at Kroger. The Kroger customer service said they can't help me from the store. Customer service gave me a new card application and said to call Kroger to have it set up and have the old card completely cancelled.
  I was on a chat for over 30 minutes and they disconnected me. This is all unacceptable.
  I am a senior citizen and am totally frustrated and disappointed in Kroger's inaccessibility.
  I have receipts that prove that they overcharged me and wiped out my points. In addition, I feel I am owed a $7.00 credit for the difference in price that I had to pay for gas without my fuel points.

  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. Upon review, I see the points were added on 12-22-22 and redeemed on 12-31-22. We appreciate the customer's comments. At this time we have addressed their concerns and have nothing further to add.

  Regards,
  Kroger Co.

  Business Response

  Date: 02/03/2023

  The points on the account were used by the cardholder. If you do not have all three cards, I would suggest picking up a new set of cards from the customer service desk at your local store.
  
  Regards,
  Kroger Co.

  Customer Answer

  Date: 02/06/2023

  I did not spend the fuel points.  That is my complaint.  Someone else is using them and all I need Kroger to do is help me set up a new card and delete the others.  I NEE

   

   

   

  a LIVE PERSON from KROGER to speak with me and help me.

  Thank you.

  **** *******

   

   

   

   

   

   

  d

• Initial Complaint

  Date:01/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my groceries to be delivered from the Kroger website. I was assigned a shopper (a female) and told my groceries would be delivered within a 5 hour window. Once the shopping started, I got 1 alert asking me to substitute the leaf lettuce on the order. After the person checked out, the indicated most of the items were out of stock (which was never indicated to me) and they substituted their own groceries. They dropped my groceries by the back door. There were only 3 bags and more than 75% of my order was missing. When I informed Kroger of the fraud that occurred, they first only refunded a portion of the bill(just the items that were substituted) (ref: ********)…. I still needed the all the items removed that the person bought for themselves. After talking with someone the next day, those items were refunded, but the shipping fee is still be charged. Why am I paying for shipping for something that someone stole from me and I had to go to the grocery store to purchase anyway. The order number is *******************

  Business Response

  Date: 01/12/2023

  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:01/05/2023

  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 signed up and paid for Boost to receive free deliveries for over $35. I placed numerous orders over $35 and was charged a $9.95 delivery fee because Kroger was out of items. The terms and conditions state: Free deliveries on orders over $35 delivered in as little as 2 hours. No where in the terms does it state that the $35 must be after adjustments because Kroger cannot manage its inventory in a location that only delivers. I literally have had orders where so many items were out of stock that only one item was delivered. It is not unreasonable to expect a business to have an inventory management system that knows what items are in stock- it's the only way internet commerce can work! The consumer has no control over how poorly Kroger manages its closed system inventory nor does the consumer have the opportunity to decline an order or to pick a substitution. Here is a link to the terms. **************************************************** Every single order I placed was over $35, I expect the delivery fees to be reimbursed. Kroger said I should accept whatever substitutions Kroger deems appropriate to send and I should accept them if I want to resolve the issue, Perhaps I should pay Kroger in ******** currency if I am out of US currency and too bad, that is what they get? Ridiculous and unethical behaviour!

  Business Response

  Date: 01/12/2023

  Thank you for contacting the Kroger Executive Office.  Upon review of the order, I see the customer was charged and reimbursed on 1-5-23.  The customer's concern has been resolved by customer service.  We appreciate the assistance of the BBB.

  Regards,
  Kroger Co.