Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,601 total complaints in the last 3 years.
541 complaints closed in the last 12 months.

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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:12/13/2022
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.
Over the past 12 months, when doing the online pickup, we have consistently gotten expired products (meat), rotten meat, moldy produce, and incorrect items. We have called the store and it is so difficult to get a resolution that we have just started throwing away the food. This happens almost every week.

This week was an open package of ham that was rotten, last week was moldy blueberries, and we have gotten rotten ground turkey multiple times.
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 understand your concerns regarding the product quality at your local store and we apologize for your experience. Our company prides itself on offering fresh, exceptional products and we value your input. Thank you for bringing this to our attention. Your letter has been forwarded to our Quality Assurance Team for review.
In an effort to provide the highest quality products possible, we offer a money back guarantee on all of our products. If you are ever dissatisfied with one of our products you are welcome to return the unused portion of the product with your receipt to the store for a refund or exchange.
Please respond with your order number or your 12-digit card number and receipt information:
1. Date of the transaction
2. Time of the transaction
3. Series of numbers after the time
4. Amount of transaction
I would be more than happy to assist. We look forward to hearing from you soon. Once received, we will follow up with you soon.
Regards,
Kroger Co.
Initial Complaint
Date:12/13/2022
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.
I completed a Kroger pickup order on 11.27.22 for pickup at the **** ***** Location at ******* Rd/ *********** Rd in Brentwood, TN. A few days later, I noticed a large change of 331.69 in in my bank account- that was more than I had ordered for this particular order. After reviewing the receipt closely, I noticed I was charged $170.66 for 1 pack of chicken because it was scanned for 34.22 pounds. I contacted Kroger on ******** on 11.30.m because people in the store are super busy and don't have time to mess with these types of issues when it can be easily corrected electronically. 14 days post contacting Kroger, there is still no resolution. I have had no email letting me know whek the refund would be processed. They tell me they have another day to process
Today, I have attempted to call the store 3 times to speak with a manager. I have been hung up on twice (after being transferred by employee Jackson), thrn the rings and rings until disconnected.
I have spent several hours of my time reaching put to Kroger without any resolution as of today. I understand mistakes are made, but a timely resolution is key. A $170 overcharge is approaching theft when you refuse to offer timely resolutions. They clearly need more staff in the department to handle these types of errors/incorrect charges on online orders.

Online communication- fail- 14 days with no resolution.
Call store by phone- fail- no one answers.

That is why I'm contacting BBB.
Business Response
Date: 12/19/2022
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: 12/19/2022
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:12/12/2022
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.
Found a bug in my food!
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. Please elaborate on your compliant. We need more information in order to review your concern. Once reviewed, we will follow-up.
Regards,
Kroger Co.
Initial Complaint
Date:12/12/2022
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.
On dec. 4, I wrote a check for $16.99, check # 1206 ,dec. 9 I found Kroger took out $45.07 call the store, person said they were aware of the situation.Cashier who is name Joyce admitted to putting wrong amount and she call management to fix it. Went to store to get refund. I was told I had to go to bank and get proof. Call bank since Kroger used electronic checking there is no physical check to go by. File claim with bank. Kroger owes me $28.08 which I will never get back since the store shredded the check.
Business Response
Date: 12/16/2022
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:12/09/2022
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.
At the beginning of November Kroger had a digital coupon to transfer a prescription and receive a $50 store credit. I picked up the medication on Nov 3rd. Was told to expect the credit to be applied on my next shopping trip. It did not work. The cashier couldn't find it nor any proof it was there. I contacted Kroger through email on Nov 9th and received the message that it was there. So we attempted to use it on Nov 12th. Credit again was not there. I contacted Kroger again through live chat early on Dec 2nd. Again reassured the credit was there. No credit was available for us to utilize when we went to the store later in the day. Finally I have contacted Kroger on Dec 9th 2022 on phone. I have been again reassured that the credit is there but it is the fault of the store system, that is why we cannot use it. At this point we do not have any proof of this credit nor any proof that we can actually use it and cannot keep affording to buy groceries there to try, as our groceries we get are specialize diet items our other grocery store does not carry, and use it without any proof. I spent 55 mins on the phone to try to get it resolved and perhaps just put on a Kroger gift card so we have proof it exists and we can actually utilize it. They said they cannot, so they have escalated it. I would appreciate it if they could just take the credit we are owed and assured exists and put it on a gift card so we can actually use the money we are rightfully owed.
Business Response
Date: 12/15/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review of the shopper's account, I see the customer received a $50.00 credit. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane. Please remind the cashier at the beginning of the transaction that there is a credit on the card. Also, keep in mind that anyone else in your household who may share this account with you will also have access to this credit.
Regards,
Kroger Co.
Customer Answer
Date: 12/21/2022
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.
I just went through a Kroger, used my alt ID to purchase some groceries and again was told there was no credit available to use. 12/21/22 time: 11:08am Attached is my receipts to show no credit was utilized
Regards,

******** *******
Initial Complaint
Date:12/09/2022
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 placed on online order for pick-up for November 19, 2022, between 1-2pm. I arrived at Kroger located at: **** ****** ******* ** *** ********* ** ***** a few minutes before 1pm and checked in through the app. I saw that the employees were walking up to people's car with their orders and the other customers were driving off. I waited until 2pm since that is when Kroger said that it should be ready at the latest. When 2pm came around, I called the store and spoke with the manager on duty at the time, Michael. Michael stated that he would be right on it and will be out with my order. I continued to wait in my car and not even 15 or 20 minutes later, he began to deliver the pick-up orders of the surrounding cars that came after me, just like the other employees. I called Kroger Corporate and reported the situation and Kroger Corporate informed me that they would give me a full store credit or full refund within the next 7-10 bus days. I continued to wait at the parking lot and did not receive my order until a little after 3pm.
I gave Kroger Corporate more than 7-10 bus days for the store credit or refund and did not receive one. I then decided to call Corporate back today, 12/9/2022, and the lady that answered stated that unfortunately they do not have a ticket or any history stating that they would give me a refund of some sort and that I would have to contact the store. I then called the store and spoke with the store manager this time, Mr. P*****, and he said that he could also not do anything since he did not receive anything from Corporate and that I would have to call Corporate again. So, I did. I spoke with Eric, and I explained the whole situation and he then placed me on hold since he informed me that he will reach out to his specialist to see how they should proceed. I was on hold for about 45-50 minutes and then hung up on me while I was still on hold, and he never returned my call. I expect nothing less than a full refund.

Order #: *******************
Business Response
Date: 12/15/2022
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: 12/15/2022
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.

I will be waiting to see what upper management decides to do when they give me a call.

Regards,

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

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 appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer concern was reviewed and the customer's concern has been resolved. We appreciate the assistance of the BBB.
Regards,
Kroger Co.
Customer Answer
Date: 12/30/2022
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 am not sure how it was resolved since nothing was communicated to me as to how it was “resolved”.
Please let me know you would like to resolve this complaint.
Thank you,
****** ********
Initial Complaint
Date:12/09/2022
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.
I shopped at Kroger - 4038 Old Denton Rd - Ph ###-###-####. I had used the self check out chec 500 - at 1126 am 12/09/22. I had left a bag when I went home. I did not want to drive back to get them. I called the store, a customer service rep answered with no name. I advised of the problem. I asked if I could be refunded as the bag is still there. They said they would not do it over the phone. They would not even try to help me. All they would have had to do was to pull up the receipt and have someone go over to the self checkout and confirm what I had left.

I want a refund of the vegetables that I bought and left
asparagus - 3.99
frozen veg - 1.69 x 2
total - 7.37
Business Response
Date: 12/14/2022
Thank you for contacting the Kroger Executive Office. The request was received successfully. A token of our appreciation was added to your shopper's card. I apologize for any inconvenience. The credit can be redeemed on your next instore or online order. We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. We appreciate the assistance of the BBB in this matter, and we respectfully request that the BBB close this contact.
Regards,
Kroger Co.
Customer Answer
Date: 12/14/2022
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:12/08/2022
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 have been an everyday shopper at Ralphs and other Kroger chains my whole life. I really appreciate their fuel rewards program. There is an issue that has occurred recently. I went to go put in gas at a participating Shell gas station like how I always do on November 28th. When I gave my number and payment, the clerk told me that he had accidentally put in the wrong amount, and I had to type in my number again. Upon looking at my fuel rewards points, there was a deduction of 2000 points for the purchase. It deducted 1000 points twice when the clerk told me to put the number in. The clerk admitted the mistake and said to contact Ralphs customer service for a refund of 1000 fuel points. I should have been only been deducted 1000 fuel points, but I was deducted 2000 fuel points. Recently for three days now, I have been calling customer service nonstop, trying to get 1000 fuel points back. The customer service keeps cutting the calls on me, and the chat service will not help me either. They keep me on hold for hours with no resolution. I have come here today to request my 1000 fuel rewards points back to my account. I have attached proof below. I would like Kroger to refund me 1000 fuel points back to the account that I am owed.
Business Response
Date: 12/13/2022
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 correct number of points were deducted from the account.
Regards,
Kroger Co.
Customer Answer
Date: 12/13/2022
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.
This message does not answer anything. I would like Kroger to do an inquiry on this. I was only supposed to be deducted 1000 points once, not twice. I filled up gas once. The clerk at shell gas station had said he made a error and I had to input my number the second time. The clerk admitted there was a mistake and I should not have been deducted 1000 points twice. The clerk said that I had to contact Kroger to refund 1000 points. I would like Kroger to refund me 1000 points I am a everyday shopper why am I being treated like this?

Regards,

***** *****
Initial Complaint
Date:12/06/2022
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.
On 11/26/22, I placed and picked up a grocery order with Kroger [order: *******************]. The Kroger employee who came out to my vehicle to give me my groceries said Kroger substituted my organic, vegan bread for non-organic, non-vegan bread. I declined the substitution. He said he substituted my organic olives for non-organic olives. I declined that substitution as well. He said I wouldn't be charged for them. When I got home, I found those two items were still in my bags. I looked online and saw I was charged for them. I e-mailed Kroger. Kroger removed them from my credit card. The day I received the groceries, I saw the box of grape tomatoes were rotten--they were all shriveled up. Once Kroger replied about the bread and olives, I sent a reply e-mail stating the tomatoes were not good and that I needed a refund. Kroger's response was because I received a refund on the bread and olives, I wasn't owed a refund on the tomatoes. What? Make that make sense. The e-mail ID with Kroger is ********. If Kroger doesn't resolve this BBB complaint, I will file a complaint with the **** Attorney General's office.
Business Response
Date: 12/12/2022
Thank you for contacting the Kroger Executive Office. Upon review. I see the customer contacted customer service and received a response. "I was able to determine that a refund request has already been submitted for your order." The customer concern has been resolved.
Regards,
Kroger Co.
Initial Complaint
Date:12/05/2022
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.
Kroger uses ********* for grocery delivery and my shopper purchased items not on my list and never delivered. When I told Kroger the shopper stole from me they said they didn’t want to assume, but they assumed I was lying because I have issues with every order and that’s not my fault.I have to wait for a pending refund in 7-10 business days. I don’t have any groceries and no money and they wouldn’t resend the groceries. The coupons were also absorbed so they gave me a credit on the Kroger account for that but what about going above and beyond for a customer that was taken advantage of by a scammer by giving me a credit for groceries and not for coupons and delivery fee. The money that was stolen was all that I had and waiting up to 10 business days is not acceptable. I had to contact Kroger several times just to get $35 credit for coupons used and another $20 and $10 credit. I was able to buy $75 worth of groceries and they didn’t want to do that because they said I have exceeded the credit limit. I feel it isn’t safe either for a scammer to know my personal information like my address, my phone number,etc attached to my Kroger account. They’re not doing background checks so it could be someone with a lengthy criminal record coming to my home and profiling me. For a shopper to just buy what they want and not deliver and when I let Kroger customer care know I would be reporting this and his only reply was “ We record the call too” wasn’t acceptable at all. I let him know it’s not about the call it’s about right and wrong and I was taken advantage of. No empathy and no assurance causes loss in revenue and reputation. I’ve uploaded the original order and the changed order that was purchased.
Business Response
Date: 12/08/2022
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: 12/08/2022
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,

********* *****
Business Response
Date: 12/22/2022
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: 12/22/2022
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,

********* *****
Business Response
Date: 03/24/2023
Complaint ID- ******** * ****** *********
Response:
This customer was refunded as of 12/16/22, in the amount of $87.82

Regards,
Kroger Co.

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The Kroger Company is NOT a BBB Accredited Business.