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:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While visiting my sister at **** ***** ** ********* **, I signed up for the Boost trial. I did not authorize any substitutions. % items were not available. One item (Yellow Onions) were substituted with White Onions. First, I did not authorize substitutions. Secondly, the cost of the Yellow Onions came to $1.14. The White Onions they substituted came to $4.51. I requested and received a refund. The second order later that day was for 2 packages of Ham Hocks. These were to be delivered by 5:55PM. I called at 6:10 I called Customer Service who spoke with Instacart. They stated that it was currently being picked and would be to me by 5:55. I reminded the agent that it was already 6:12. She spoke to Instacart again and then stated it would be delivered by 7:30PM. Shortly thereafter I received a notice that it was on they way. Once delivered I checked the bag and it was Pork Necks. Again, I ordered Ham Hocks with no substitutions. I requested a refund and it was approved. However, I am still out the $3.00 tip and $9.95 delivery fee for the wrong item delivered late. Needless to say I will not use the service again.

  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.  I  truly apologize for the experience you had with your delivery order.  Please be assured your experience has been shared with our leadership team so that we may improve our customers' delivery experience.  We have added a $20 credit to the customer loyalty card ending in 4632 which will redeem on your next grocery 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,
  
  
  
  ***** ************
  

  Customer Answer

  Date: 01/06/2023

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

   

  Cust called BBB 1/5/23 and stated no refund has yet shown up in his Kroger account.

  Customer Answer

  Date: 01/19/2023

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

   

  Customer called BBB on 1/18/23 and stated this complaint has now been resolved.

• Initial Complaint

  Date:12/27/2022

  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 live in South Florida where we can use certain Shell gas stations to "save" by using our points from Kroger Fuel Rewards. When I fill up at the gas pump, you deduct whichever accumulation of fuel points is HIGHER - regardless of which month it's in. Look at the 2 attachments. At the time of filling up in November, I had 11 days left to redeem my 866 points, however, when I went to fill up, it took from my December points. Shell, at least in South Florida, does NOT give any options on their screens to choose how I want to redeem. Instead, once I put in my alt ID (phone number), it just pops up with my savings for that fill OR a cancel transaction button. This is not fair as I will not be filling up again before the end of November, thus, I have LOST those points that I never should have to begin with.
  
  You're a huge corporation and you probably don't care, but I'm baffled as to why you do this to customers as they are going end up losing their previous months' fuel points when the gas station takes off the more recent total first (higher points of the 2 months), and the customer can't redeem the other points before they expire. I don't see what the upside is, from a customer's point of view. Can you explain? This issue needs to be fixed. It isn't a Shell issue as it is YOUR program. Facebook posts show this having been an issue before for others. It seems like their issues may have been fixed, but for South Florida or Florida in general we don't have any options to choose from on the screens.

  Business Response

  Date: 01/04/2023

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  Please be assured that our company values our customers' input.  It is not our intention to confuse or frustrate our customers in any way.  We have rolled over the customer fuel rewards from November to December and they will expire January 31,2023.  We have also advised the policy for redeeming fuel points:  If a customer uses a third-party fuel center OR does not select the choice at pump options the system will award the best/highest discount available.  We apologize for any inconvenience or frustration this may have caused.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:12/26/2022

  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 ordered groceries for delivery from King Sooper/Kroger on Dec. 24, 2022, totaling $100.78. Due to the holiday, the order was canceled on Dec 24, 2022, within two hours. Even though the order was canceled, my account was debited the $100.78. My bank said the account was definitely reduced by $100.78 and the funds are not available to me.
  I contacted King Soopers/Kroger Customer Service and was told by John and Emily that because this was a “verification of funds hold” they have no access to the transaction for a refund even though the transaction was canceled and I would have to wait 5 business days to receive my refund.
  Why is this legal!?? Why is a company allowed to charge a consumer for goods or services not provided and make them wait 5 business days to get their money back!??
  I am a disabled senior on a fixed income and this money is very much needed. If I did not receive the goods or services from a company, when the transaction is canceled, King Soopers/Kroger or any company should not be able to keep my money for 5 days. If the transaction is canceled, the so, called “verification of funds hold” should be cancelled also. I want the money refunded today.

  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. Please be assured that our company prides itself on integrity and we value the customer's input. It is not our intention to frustrate our customers in any way.  To validate the card and the availability of funds, Kroger is required by credit/debit card companies to do a pre-authorization amount for online purchases.  Typically, the preauthorization falls off within 3-5 business days. Banks determine how long the preauthorization hold is on the card/account. Kroger has no control over how long a bank holds the funds in preauthorization. We send the final amount within seconds/minutes of transaction completion. Some banks release right away; others do not.   We truly apologize for any inconvenience this may have caused.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:12/26/2022

  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.

  Intended for corporate office:We are frequent shoppers at the local kroger store and focus on maximizing fuel points credit.As a result,i visit daily the Kroger web site where they have a web feature showing fuel points accumulated on indivuidual date basis.This enables the user to mnitor their points credit and take action if required.About 10 days ago,the fuel points report simply shows a total bottom line for the month.I have filed numerous complaints thru multiple Kroger channels,most of their staff has no clue what I am talking about.Why was this change made and when will the prior ,daily item format be restored in the report?

  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.   I truly apologize for any inconvenience this may have caused.  The customer has been advised our technical team is working diligently to correct this issue.  We thank you for your patience in this matter.

  Regards,

  Kroger Co.

  Customer Answer

  Date: 01/03/2023

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

  After 45 years in the corporate world,it is hard to believe that a company asl large as Kroger would intentionally downgrade their system offered to customers or be so cavalier as to say they are working diligently.They need to either correct this immediately or confess that they are taking away a customer benefit
  

• Initial Complaint

  Date:12/24/2022

  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 credit was used(bringing the transaction to 0), but I still paid for the items. I’m requesting the credit be restored and compensated for the time dealing with the problem.

  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 will be happy to assist with the customer's request.  We would need more information about the transaction to further assist the customer.  We ask for the customer loyalty card number or the alternate id associated with the transaction and also the date of the transaction. Thank you for your assistance in this matter.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:12/24/2022

  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 did an order pick up theee days in advance for 8:00 - 9:00 A.M pickup. After receiving a message that the order was ready for pickup I arrived to the store waited over 30 mins for the associate to come out to tell me the order would not be available to after 10:00A.M. I left came back to the store a little after 10 to wait over a hour for my order when I asked for a manager I was told no one was available, I also never received an apology from anyone.

  Business Response

  Date: 12/28/2022

  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:12/23/2022

  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.

  Nonstop harassment by this company. They have been directed to cease and desist ALL contact well over 1000 times now and they continue to solicit me.
  
  I do not want their Flyers !!!!!!!!!!!!!!!!!!!!
  I want their US Mail Flyer solicitations to STOP IMMEDIATELY.

  Business Response

  Date: 12/27/2022

  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: 12/27/2022

  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 have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *****

  None stop US Mail harassment by this company they have literally been told over 1000 times to Cease and Desist all contact... DO NOT SEND ME US MAIL OF ANY SORTS LEAVE ME ALONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Stop Harassing Me
  
  
  
  Desired Resolution:
  No further contact by the business
  
  

  Business Response

  Date: 01/18/2023

  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:12/23/2022

  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.

  I placed an order for $130.46 four days before Christmas and two days before the blizzard. Bad idea. Kroger took the order, took the money, and confirmed the order. The next day when the order was due, I received a message that it was delayed but would arrive at 6:45pm (it had been scheduled for 3-5pm.) No problem. However, the appointed time passed. No updates on the app. I tried to live chat with them, but I was cut off after 10 mins because the queue was too long. I then tried to call the customer service line. Forty-five minutes later, I'm told that they had expedited the order and instacart would contact me within a few minutes to give me a status.
  
  Three hours later, I got a text telling me that my order had been expedited and the next available day is five days from now, the 27th of December, between 7-9am, a time when I'll be at work, and I have no way to update the time.
  
  So the items we needed for to ride out the blizzard and the items needed for Christmas dinner are not here. If we'd been told of the five-day delay at 3pm, we could have purchased the items before the blizzard. Via the Kroger app, the order is still listed as being in process, which is clearly wrong.
  
  So I've canceled the order, but the money taken from my account within seconds of placing the order will be refunded in 3-7 business days, or 11 days after canceling my order. That's not acceptable. Ten seconds to deduct the funds should result in refunds at the same speed.

  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.  I truly apologize for the experience that was had.  After further investigation, we found there was no charge for the order since it was canceled, only a pending hold that was reversed back to the customer's  account.  We  have added a $25 credit to the customer account to be used toward a future purchase.  We apologize for any inconvenience this may have caused.

  Regards,

  Kroger Co.

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me. (Not really, because we didn't have enough food for our Christmas dinner because of this snafu. However, I feel that this is all I'm going to get for their gross neglect of customers.) 
  
  And pending credit reduces the amount of available funds in an account, which means that we did not have access to our money until such time as I canceled the transaction.
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:12/22/2022

  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 had a delivery order by instacart from Kroger (***** *** ******* *********** ** ****** on December 8th between 8-9am. My total on
  my receipt stated it was $15.11. Kroger went back into my account
  and charged me $56.81. Kroger had a glitch in it system is what
  customer service representative told me when I called. Kroger
  should not be able to go back into a person account and charge
  them a different price without consulting customer first. This is so
  unprofessional as a business.

  Business Response

  Date: 12/30/2022

  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 our company operates with honesty and integrity, it is not our intention to confuse or frustrate our customers in any way.  I've documented the customer's concern and notified our Upper Management team.  We appreciate the assistance of the BBB in this matter. We are always looking for ways to improve and we appreciate your feedback.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 01/03/2023

  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.

  This does not show Kroger accepting responsibilities for their mistake.  To me Kroger is okay with going into customers bank account and not notifying the customer. 

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

• Initial Complaint

  Date:12/22/2022

  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 had a pickup order at Kroger (**** ********* ***** *********** ** *****) on December 8th between 12:30-1:00pm. My total on my receipt stated it was $0. Kroger went back into my account and charged me $65.45. Kroger had a glitch in it system is what customer service representative told me when I called. Kroger should not be able to go back into a person account and charge them a different price without consulting customer first. This is so unprofessional as a business.

  Business Response

  Date: 12/30/2022

  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 our company operates with honesty and integrity, it is not our intention to confuse or frustrate our customers in any way. I've documented the customer's concern and notified our Upper Management team. We appreciate the assistance of the BBB in this matter. We are always looking for ways to improve and we appreciate your feedback.

  Regards,

  Kroger Co.

  Customer Answer

  Date: 01/03/2023

  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.

  This does not show Kroger accepting responsibilities for their mistake.  To me Kroger is okay with going into customers bank account and not notifying the customer. 
  

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