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

  7090 Univ Dr NW Huntsville, AL 35806-1728

• 

  Kroger

  14 W Oxmoor Road Birmingham, AL 35209

• 

  Kroger

  1100 East Roosevelt Little Rock, AR 72206

• 

  Kroger

  205 Frederick Magnolia, AR 71753

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:12/19/2022

  Type:Customer Service 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 visited the local Kroger store in *********, *********, on 12/16/22. I went to purchase items from the meat/seafood counter, but an employee told me they don't open until 10:00 A.M. It was 9:20 A.M. The store opens at 7:00 A.M. I'm accustomed to most stores' meat counters being open , when the store opens. This was very inconvenient, since I had to leave. Most of the time the department is not open at all, so I try to buy what I need, when it is open. Another problem encountered, upon using self checkout, I observed the employee overseeing that area standing directly behind me, hovering and making me feel uncomfortable. When I told him, he stated that management told him that he had to stand there. I told him, if so, how can you see the customers behind you, if they need assistance. He further stated that management told employees, working the area to stand in the exact spot, however I noticed earlier, he was standing further up, and also returned there, when I left. Employees, should be there to assist customers, not hoover over some customers. I never have this experience at *******. My complaints are concerning customer service. A customer should not have to return just to purchase meat or seafood, if the store opens three hours earlier. Also, employees should make customers feel comfortable. This was not the first time the checking out problems had occurred. Please, address these concerns with store management. The store tries to make things look good, when corporate comes to visit.

  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. We value you as a customer and apologize for any inconvenience this caused you. I am sincerely sorry for your experience at the Kroger in *********, ** on 12/16/22.  Your comments have been forwarded to our Upper Management team for review and contact. 

  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:12/19/2022

  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.

  On yesterday Dec 18 2022 I went to the champion forest location ***** ******** ****** ** ********* ***** to retrieve my pick up order. The guy asked me for my Name I gave it to him said okay handed me a keypad to pay . I paid soon arriving to the car I noticed I paid for someone else’s order. I went back into the store thinking it would be a easy fix, the pick up guy called a manager Akeyla she came to the front instantly treated me like I was lying or a theft even the pick up guy told her it was a mistake. She proceeded to call someone and told me it’ll take 30 days to get your refund. I said no that’s unacceptable. She then got an attitude and told whoever she was on the phone with “ she said she’s not wait until 30 days “ in a very rude tone, advised her it was no need for attitude. It was an error on. You guys is part two proceeded to have an attitude with me and walked off and say OK goodbye I don’t have to deal with this. This is not even my department they left me standing in the front of in a very rude tone, advised her it was no need for attitude. It was an error on you guys part she proceeded to have a attitude with me and walked off and said OK goodbye I don’t have to deal with this. This is not even my department they left me standing in the front of the store for over 40 minutes. I mean I literally watched him close down department and left me standing here. I finally was able to go find another supervisor Brian, where he kind of came up to me defensive saying all the guy showed you the screen I said no incorrect. He wanted to take my card without me going back there and swipe my card his self. I’ll let him know that was a Knogo. I was not giving him my pin number w/o me being present he lied on me and said he showed me a screen with my order which was a lie and corrected that with him and brian standing there. So now I’m out of 89.00 plus my 59.00. They have still not resolved this I’m livid. Times are hard, and I can’t afford this mistake.

  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. We truly apologize for the experience that was had.  Please be assured we value our customers and in no way intend to frustrate our customers.  The refund amount has been submitted back to the original form of payment.  We have also added a $20 credit to the customer loyalty card to be used towards the next pick up order or in-store purchase. 

  Regards,

  Kroger Co.

  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. 
  I have yet to receive any refunds still out of my money. I still only have 0.90 to use on food. Just terrible 
  
  
  Regards,
  
  
  
  ******** ******
  

• Initial Complaint

  Date:12/19/2022

  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.

  12-10 made purchase at the Harwood Heights, Il Mariano's ref ****** to redeem the "holiday bonus bucks" offer made by Kroger/Mariano's. Associate checking me out said she had no way to apply the credit. Spoke with the manager on duty. He refused to look at the receipt or the print out of the conversation with customer service confirming I qualified for the "holiday bonus buck" offer. Reason for my contacting customer service was to confirm the offer needed to be redeemed in the store, not online and pickup.
  Manager said he would get back to me after checking with corporate. Nine days later no contact no advice.

  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.  Please be assured that we value our customers and It is not our intention to frustrate our customers in any way. We have added ad $32 credit to the customer loyalty card ending in ****.  We do apologize for any inconvenience this may have caused. 

  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 ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:12/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted a Fred Meyer gift card from my company, as a thanksgiving gift. On November 29th, 2022, i went into the Fred Meyer located on ********** *** in ********** *****, **********. I spent my gift card, as well as used my personal debit card to pay the remaining balance from my transaction. However, my debit card was charged for the total amount, and instead of refunding my debit card the difference, they are trying to give me store credit. This is theft. I would like the $30.00 i was overcharged back on my debit card, and not in any sort of store crexit.

  Business Response

  Date: 01/12/2023

  Thank you for contacting the Kroger Executive Office.  Upon review of the order, I see the customer received a refund on the account for the amount in question. The customer's concern has been resolved by Customer Service.  

  Regards,
  Kroger Co

  Customer Answer

  Date: 01/12/2023

  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.

   

  my debit card was charged and I would like a refund to my debit card so I can spend my money elsewhere, and not at kroger. I do not want a refund from a transaction that occured on my debit card for store credit. 
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 03/24/2023

  Complaint ID- ********- *******, ********
  Response:
  This customer was only charged one time in the amount of $69.25.         
   
  Regards,
  Kroger Co.
  

  
  

  Customer Answer

  Date: 03/24/2023

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

   

  You are correct, however I was overcharged. If you look at the receipts, I used a gift card for $30, however my debit card was charged the full amount. Also, my total was $59, not $69, no discounts were applied. I was very overcharged and I would like my money back on my debit card, NO store credit. 

   

  thank you
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 04/03/2023

  We do apologize for any inconvenience this may have caused.  Our records show the customer's debit card was billed  a total of $69.25.  $29.25 for items purchased and the $40.00 for cashback received.  The remaining balance of $30 for items purchased was charged to the customer's gift card.  
  
  Regards, 
  
  Kroger Co.

  Customer Answer

  Date: 04/05/2023

  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.

   

  Correct. If you look at the receipts, the total cost was $69.25. 

  My intention was to use the gift card for $30, and use my debit card to cover the rest. However, the balance on my gift card was also used in the transaction, and my debit card was charged the full amount instead. 

   

  If you also look at the receipts, my total should have been $59.25, not $69. Please refund my debit card the total amount. I do not want store credit. 

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

• Initial Complaint

  Date:12/18/2022

  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.

  Reference: ********
  
  Your Comments: I've been trying to get a refund either from you or one of your marketplace vendors (**********) or (*****). Whatever they call themselves for over a month and a half. I have contacted your customer service and theirs, and keep getting the run around. Until I get a refund I have decided not to step foot in any Kroger affiliated store. Kim (Support)****** ********** Tue, Nov 15, 4:19 PM (6 days ago) Order No. from Food 4 Less is (*******************) ****** ********** Tue, Nov 15, 4:20 PM (6 days ago) MPO-*******************-**** Kim (Support) via zendesk.com Kim (**********)Nov 16, 2022, 3:25 AM GMT-11 Good Morning, You have reached ***********************. Please contact Food 4 Less. Best, Kim You should be able to check MPO-*******************-**** for my communication with them. This was sent to me on Nov 1st. Subject: Item Return Request Hi Thank you. We have issued you a full refund. Please allow 5-7 business days for the funds to appear in your account. Regards Nicole Then I get the message on Nov 15th to talk to Food 4 Less for my refund. I am still waiting for my refund. The product was returned to ********** on Oct 26th as you can see form my tracking no. **********************. Their tracking no for delivery is **********************. I don't know why it took them 4 days to deliver the items, and it took me less than 24 hrs to return it. $4days to go 45mi?
  I received this from Kroger on Dec 2nd, and still have not received a refund. it is now dec18th

  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: 12/27/2022

  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 called customer service Multiple times, and get a different response every time, but still have no refund. Item was returned Oct 26

  Business Response

  Date: 01/04/2023

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

   

  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 ******** and find that this resolution is satisfactory to me.  They finally issued me a refund after I spent numerous hours on the phone with their customer service, I had been trying to get a refund since Oct.26th I was promised a refund three times but never received it until I filed a complaint with the BBB.
  
  
  
  Regards,
  
  
  
  ****** **********
  

• Initial Complaint

  Date:12/18/2022

  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 placed an order for delivery on 12/17/2022 in the amount of approximately $150.00 to be delivered 12/18/2022. I received notification the delivery was completed and discovered not to my address. I called to find out where my groceries were and was told they were delivered to the wrong address and they would submit a refund in 7-10 business days. I advised this to be unacceptable as I need to feed two kids and money is tight. They offered a $30.00 in store credit? I paid them $150.00 and now have no groceries and no refund for 7-10 days. This is theft. I paid them for delivery of goods and got nothing. This is unacceptable. I want my money back!!!

  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 inconvenience or frustration this may have caused.  The refund was processed  back to the  account on 12/29/22.  The authorization code is ******.    We also added an additional $10 credit to the customer loyalty account to be used towards their next purchase.  We truly apologize for the delay.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:12/16/2022

  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.

  The Fred Meyers isn't listed, it is the one located at ****** ***** **** ******** *** *****, this Fred Meyers has just stolen over $20 from my EBT, not to mention that these folks have done this dozens of times to other people, it's a out time they woke up and got what's coming to them, either fire their current employee chart, or fire those who act like they own it when in truth, they don't, so they have no right to mistreat or take money without handing it to the customer who's money it is, this is the last time they can do this, I want them shut down, or I want the grand total that they owe, one of three options they should have, get shut down, fire all current employees, or pay up what they owe.

  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.  We apologize for any inconvenience this may have caused.  It is not our intention to frustrate our customers in any way.  To further investigate this matter, we ask for the customer loyalty card number or the alternate ID associated with the customer account.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:12/15/2022

  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.

  The Krogers on Staples Mill Rd in Richmond, VA., shorted me out of $50. ****** the Manager, said they couldn't take my word for it, & refused to give me the $$, or even a GC. He said the bookkeeper has to count the drawer & will call me Friday. Is this how Kroger's makes a profit? The Cashier laughed about this.

  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 has caused.  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:12/15/2022

  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.

  so I went to go buy some products from my local Frys store, to be precise, 8 12 packs (7.99 each), 4 packs of soup, and 2 microwave pizzas, the add-in question just states you have to purchase 25 dollars minimum purchase to get 4 of the sodas for that price. no problem 4 12 packs equal 32 dollars I'm over the min now. the other 4 should be at a discount price still keeping above the 25-dollar minimum that the ad had. but because i was buying 8 sodas I couldn't get the sale price and they wouldn't adjust 4 of the sodas down to that price and said that it has to be 25 dollars in groceries. that the sodas don't count as groceries and i would have to put back stuff and go buy 25 dollars of different items. the ad doesn't state this nor does it state that you can't have more than sodas to count towards this total. this is a straight-up lie to the advertisement. also, the instore price information doesn't state either that you only have to have 25 dollars minimum

  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. Please be assured that our company values its customers and it is not our intention to confuse or frustrate our customers in any way. We will be happy to assist with this issue. To expedite the resolution, we ask for the customer loyalty card number or alternate ID associated with the account.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:12/13/2022

  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.

  Placed on online order for delivery and Kroger uses InstaCart to deliver their groceries when you order on the KROGER app.
  Instacart worker spent over $600. My total at checkout on the app was $179. I reach out to Kroger letting them know the shopper bought stuff for themselves and my groceries were not delivered. I want a refund. Now being told it takes up to 10 days for them to refund me. WRONG. I WORK IN ACCOUNTING. RELEASE THE MONEY TO MY BANK IMMEDIATELY. I’ve reached out several times online to chat with the customer service agents and they will flat out disconnect without ever speaking to me or disconnect after I explain what has been going on. Absolutely ridiculous. If anything ever happens and you need a customer service agent…., they are few and far between. Will
  No longer be shopping at Kroger as I’m sitting with a negative bank account and no groceries to feed me, my husband, and toddler. Thanks Kroger, ya really out did yourselves

  Business Response

  Date: 12/20/2022

  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: 12/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I have contacted the Kroger customer service agents via phone and Chat every single day for 12 days straight. I would LOVE to say I’ve even received a response from half of those people. Today makes the 10th business day for my first refund… of course it’s not in my bank account. I contact Kroger AGAIN today. Only to find out that they submitted the refund wrong and it will now be an additional 3-5 business days. Why are we stalking? Where’s my money? AND the fact that there had to be two separate refunds because it took me reaching out to multiple agents for someone to understand you guys were not willing to give me all of the money owed. The customer service experience has been EMBARRASSING from you guys. I am just in shock at the lack of concern. Will no longer be shopping in your stores, thankfully. I don’t want money taken from me and god forbid I have an issue and need to reach out to anyone. The issue is not resolved. Your response is unacceptable. Telling me you’ll forward my complaint and get back to me? How about refund the money? Just a thought. All around an awful experience and again.. still waiting for my money
  Regards,
  
  
  
  ****** ********
  

  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. We truly apologize for any inconvenience this may have caused.  The refund for $492.14 was issued back to the customer account on 12/20/22 authorization code ****** and the refund in the amount of $106.02 was issued back on 12/21/22 authorization code ******.

  Regards,

  Kroger Co.