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Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for The Kroger Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Kroger Company has 1698 locations, listed below.

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    Customer Complaints Summary

    • 1,606 total complaints in the last 3 years.
    • 540 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2023

      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.
      Date 12/11/2022 ordered groceries for delivery with Frys/********* order #*******************The employee substituted HALF of my order (cherries for 3 bottles of ranch dressing, oxyclean for canola oil etc.) Then they delivered a FLAT OF EGGS which I didnt order and didnt appear on my receipt. I messaged the delivery driver and informed them that i received the wrong items, they drove back to my house and told me my groceries were in their trunk and they left. I called kroger/frys and filed a claim for a refund, they transferred me to ********* who told me they dont handle money, they transferred me back to kroger and i started the process again. I didnt receive a refund, so i contacted them again 11/23/2022 and I requested an email ([email protected])Thanks for reaching out. I'm Vernia.I’m sorry we couldn’t fulfill delivery order number ******************* .This certainly isn’t the experience we want for our customers. We want your experience to be easy and convenient. I hope that you can give us another chance.A refund request of $106.90 for your order has been submitted which may take up to 7-10 business days to return to your bank account. The 10th day will be on January 3rd, 2023 which will be the latest day for the refund to return to your bank account.If you have any additional questions or concerns, please reply to this email. We appreciate you choosing to shop with us and are always happy to help. Vernia Kroger Customer Connects 11/04/2023, still no refund. I called them again and requested an update and another email ([email protected])I apologize the refund submitted for your failed ********* order has been delayed due to 2 banking holidays since refund has been submitted. The 10th business day is 1/4/23.If you have any additional questions or concerns, please reply to this email. We appreciate you choosing to shop with us and are always happy to help. Valarie Kroger Customer Connect

      Business Response

      Date: 01/10/2023

      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.

      Customer Answer

      Date: 01/11/2023

      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. 

      response was just an acknowledgment but I received a refund to my bank account



      Regards,



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

    • Initial Complaint

      Date:01/04/2023

      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 August 24, 2022, a check #***** for $59.54 was delivered to Kroger ******* to pay for groceries.
      - Kroger cashed the check on 8/25/22. Kroger submitted again the check on 8/26/2022 to my ** ****** ***** and was returned (since it had been cashed already). Available funds were more than sufficient.
      - Kroger put a hold on my checks for their stores and other non-Kroger stores, using "******* Check Services", and I can't now use my checks. The hold was done spite of being a Kroger mistake.
      - Kroger Customer Relations Center acknowledged the double charge but is not removing the block instructed to *******, making it impossible to use my checks. Ref. Account number *********.

      Business Response

      Date: 01/10/2023

      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.

      Customer Answer

      Date: 01/15/2023

      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 reply from Kroger is that they'll review my comments.  That's is not satisfactory!

      Kroger triggered ******* to block my checks when the error was on Kroger's side.

      We have not
      received from Kroger any communication that our checks are valid, or what businesses are
      not accepting them (Kroger mentioned days or even weeks for the block to be
      lifted).


      Regards,



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

      Business Response

      Date: 01/23/2023

      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.

    • Initial Complaint

      Date:01/03/2023

      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.
      Reference numbers ******** and ********. I was supposed to be promised a credit of $30 dollar credit to my account and when I went to the register and pay the young lady stated there was no credit on my accounts and I was immediately embarrassed and was told to cancel order and go to customer service. When I put in my phone number again at customer service it was the same thing so I left and contacted customer service and they told me there was a credit to my account but when I went to 2 registers I was told it wasn’t so someone is lying and I want this situation resolved asap.

      Business Response

      Date: 01/05/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We have researched and resolved the issue in this matter.  The $30.00 credit is available for use with the customer's purchase.  We truly apologize for any inconvenience this may have caused. 

      Regards,

      Kroger Co.

      Customer Answer

      Date: 01/05/2023

      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:01/03/2023

      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.
      On January 2, 2023 at approximately 11:30, I attempted to purchase five 24-pack cases of *** ******** water. A sign said they were on sale for $4.99. I took five cases to the register where they rang up for $5.99 each, not the sale price listed as $4.99. It then subtracted $1 each as they were a part of their mega sales event where if you purchase five or more items, you receive an additional $1 off, which should have made them $3.99 each. The cashier would not give them to me for the $3.99 price. I went and took a picture of the sign, which said they were on sale for $4,99, went to the service desk, and showed the picture of the sign to someone named April and explained to her what happened. April very smugly told me that the sign did not say they were part of the mega event, and I could only have it for the $4.99 price.

      Business Response

      Date: 01/05/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We truly apologize for the customer experience.  A raincheck can be picked up at the customer service desk at the store.  We have added a $10 credit to the customer loyalty card ending in **** to be used towards the customer purchase.  We apologize for any inconvenience this may have caused. 

      Regards,

      Kroger Co.

      Customer Answer

      Date: 01/05/2023

      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:01/03/2023

      Type:Product Issues
      Status:
      UnresolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought Kroger distilled water a few months back and due to the poor quality of the bottle containers, one leaked and damaged my laminate floor. From the pictures uploaded you can see I have bought distilled water from ******* and *** with absolutely no issues.I reached out to Kroger who escalated the issue to their supplier. The supplier refused to accept any responsibility. The supplier's response email on December 7, 2022 is enclosed.

      Business Response

      Date: 01/10/2023

      Thank you for contacting the Kroger Executive Office. We appreciate your comments regarding the experience you encountered with the Supplier based on a product you recently purchased. Please follow-up with the Supplier with any comments, questions concerns or disputes. We appreciate the BBB's assistance in this matter.

      Regards,
      Kroger Co.

      Customer Answer

      Date: 01/10/2023

      Dear 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.

      (1) I bought the water from Kroger, not their supplier

      (2) The water is sold under Kroger's Brand (Please see attached photo)

      (3) I have attached Kroger's supplier's response (Please see attached pdf). Again, the water is sold under Kroger's Brand, and, I bought the water from Kroger, not their supplier. Kroger must be responsible for their products they sell under their brand by ensuring quality, irrespective of who they source it from.

      Regards,



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

    • Initial Complaint

      Date:01/02/2023

      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.
      12/05/23
      Stopped at ****** **** Kroger for pickup order, Called when I arrived and was told "be right out" with order.
      10 minutes later called again
      10 minutes later still no food order
      So I left. Two days later was charged $53.09 for product never received.
      Sent email to them employee ******** but in over a month have not replied.

      Business Response

      Date: 01/03/2023

      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: 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,



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

      This is the first email I’ve received since I filed complaint 

      Business Response

      Date: 01/17/2023

      Thank you for contacting the Kroger Executive Office.  The customer concern has been resolved.  

      Regards,
      Kroger Co.

      Customer Answer

      Date: 01/17/2023

      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,



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

      I have NOT SPOKEN to anyone from Kroger about this.. no clue with whom they have contacted about it

      Customer Answer

      Date: 01/20/2023

      Spoke with rep from Kroger 
      without letting me know they refunded my account 
      so all good here 

      Thanks 

      **** *
    • Initial Complaint

      Date:12/31/2022

      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 ordered a delivery from Smiths using their app, the estimate before coupons was $304, I authorized that amount knowing it would be less with coupons. When I received the receipt it showed several items I ordered and received as out of stock and replaced with items I didn't order or receive. The charge to my card was almost $100 more than I authorized. I have video of the delivery guy going through the bags looking for items he bought with my card. The most expensive item not authorized or received was $47 ribs!!! This is actually the 2nd time this happened. The third party used by smith's has no contact option so I called smith's and they did refund my money but were unable to explain how this happened or even locate the shopper. I didn't plan on using the service again, but after a car accident, I decided to try one more time only to be robbed again. I have disputed the charge, contacted smith's to let them know and if needed will file a police report. I feel smith's should be held accountable, this is the 2nd time I noticed, I'm certain this is happening to others and it needs to be stopped! I would prefer to file a complaint against the third party being used but since there is no way to contact them or any indication of who they are or if there is more than one, the responsibility to protect the consumer is Smith's. I used their app, I paid the fee for delivery and the required tip which I expect returned, I shouldn't have to worry about being taken advantage of. I have video of the delivery, my receipt, it's not matching up. This needs to be investigated thoroughly, I am not the only victim.

      Business Response

      Date: 01/09/2023

      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

      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: 01/27/2023

      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.

      Again, their response is they are still reviewing, how am I expected to accept or deny that response? This is the 2nd time that you, the BBB, has stated if I don't choose one or the other you'll consider it resolved. This isn't ok! I reached out to the BBB Afor help, I don't feel like that's happening! 

      Kroger is aware this is a problem, I was sent this today by a friend, 

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

      FIX THIS!  NOW!!!!!

       


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

    • Initial Complaint

      Date:12/31/2022

      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.
      On December 30, 2022, I needed to purchase additional items and search different Krogers. Since I had a serious Back Surgery, it’s difficult to walk through each aisle for everything. When I found all the items at the **** Krogers, I placed an online order for my items. I selected the time for pickup however I had to modify the order to add additional items. The initial order charged the fee of $4.95 but it change to free once additional items were added. I parked in the pickup area @ 8:50 am and tried click on I was here ate store pickup. The order showed Pickup canceled without explanation so I went into the store. The manager requested the online employee to come to the front of the store. She said there was an issue with system the night before which had nothing to do with me. After I explain I drove 20 miles for the order, her attitude was “so what” and walked off. Kroger Online Service canceled the pickup not because of system issues. They cancelled the order because I did not purchase more items and the absence of the service fee $4.95. I drove 20 miles to the **** store thinking they had great service as the Kroger frequently visited. I’ve gone to Kroger over 35 years with maybe 2 complaints but never deleting a customer’s order without notifying customer in timely manner.

      Business Response

      Date: 01/05/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We truly apologize for the customer's experience.  We value our customers and it is not our intention to frustrate our customers in any way.  Unfortunately, we were unable to re-instate the canceled order, but we have added a $30 credit to the customer loyalty card ending in **** to be used towards the customer's next purchase.  We truly apologize to the customer for any inconvenience this may have caused. 

      Regards,

      Kroger Co.

      Customer Answer

      Date: 01/05/2023

      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:12/28/2022

      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 have been a satisficed customer of Ralphs Pharmacy **** ******. Recently I was notified that due to a change in ********** law it would be illegal for Ralphs to offer prescription refills. I have learned other pharmacies offer refills and researched to find it is not illegal. After several attempts to seek clarification on this issue, Ralphs has failed to respond. I am seeking clarification and on this change and to be made aware of the most efficient way for my prescriptions to be filled.

      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: 01/16/2023

      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.

       

      I spoke with a representative, she was hard to understand, did not appear confident in what she was saying.  Did not resolve the issue.


      Regards,



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

    • Initial Complaint

      Date:12/28/2022

      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 was in the Kroger store in ****** ** on 12/27/22 and asked about the digital coupons. I was told that it is done online or on a smart phone. The problem is that not all elderly people have smartphones or computers, so they are left out of the discounts. I was told by a manager that it was the company's way of tracking people. In the past the digital coupons were honored even if you didn't have a smartphone. This is not being equal or fair with all customers. I called the Kroger Corporate office last week and was told that someone would get back to me, but no one has.

      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.  We want to assure you all of our customers are important to us and we appreciate your business. The digital coupons offered online on a day to day basis (non-promotional event) are manufacturer coupons that are very similar to the cut out coupons found in your local newspaper.

      If you do not have personal Internet access, maybe check with a family member or friend for assistance. If this is not an option, your local libraries would offer free Internet access to its community members. But it is ultimately the customer’s choice to participate in any program, event or promotion that we host.

      We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We appreciate the assistance of the BBB.

      Regards,
      Kroger Co.

      Customer Answer

      Date: 01/16/2023

      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,



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

          In the past Kroger has honored digital coupons to the elderly, but now they will not. We should not have to go to the library or a friend or relative to shop at Kroger. It looks like they are going to cater to the younger generation, so you can close this matter and we will shop elsewhere. I did not think this complaint would do any good. 

        Thank You,

        ******* *****

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