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

  400 West Moultrie Blytheville, AR 72315

• 

  Kroger

  1100 East Roosevelt Little Rock, AR 72206

• 

  Kroger

  215 Airport Road Hot Springs National Park, AR 71913

• 

  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:11/16/2022

  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 have had prescriptions filled at Kroger for about 15 years, and I had multiple negative run-ins with rude and discourteous employees. Yesterday will be my final experience with Kroger. My daughter lost her Rx for ******** while traveling. I understood that my ins would likely not pay for it as it was too early to refill, and I knew I would have to pay cash. Her doctor called it into Kroger on ******* ** in ** *** on 11/10/22. My daughter went to pick it up- Paris told her in a curt manner, "We can't fill that for another 8 days", and then said, "Next?" I called them and explained that we would pay cash. Paris, told me that I would have to have the doctor call them and tell them it was okay. This sounded really silly to me; the dr called in the prescription. I asked if this was a new DEA rule and she said "no, its our policy, and all offices know it". I then asked if they could call the drs office to confirm as it would be more efficient rather than my calling them, and then they would have to call the pharmacy as it would be less phone calls. She said, "No, that's on the patient". I then expressed frustration as the drs office is now closed; they had 4 days to call the office with questions. She then put me on hold mid-sentence. I stayed on hold 10 min, called back and asked to speak to a mgr, who was just as rude. I expressed that I manage a large drs office and we get phone calls from pharmacies all the time and this was frustrating. She spoke over me and said, "Ma'am, ma'am, is there anything else I can help with?". I told her she could be more polite and helpful, and she then hung up on me. I contacted them again and got the email address of the district manager (David Fammia). I've sent him 2 emails with no response. Also tried calling their corporate office. A male answered the phone and was really rude. I started to tell him my concern and he sighed really loudly into the phone. I was then either disconnected or hung up on. OUTRAGEOUS!!!

  Business Response

  Date: 11/25/2022

  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.

  So that we may best address your concern, we will need the store location you are referencing. Please respond with the location(s) details of the store you visited, including the city, state and zip code.  We look forward to hearing from you soon. Once received, we will review and follow-up on your concern.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:11/15/2022

  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.

  Since October 2nd I have been working with the ****** ***** Kroger and have following all of the correct channels to get my refund. Every time I get the same response, in 3-5 business days you will get your refund. No manager will call me back. No representative can find the case number. No one wants to help. They made a mistake with my groceries and they owe me a refund. It’s absolutely ridiculous.

  Business Response

  Date: 11/18/2022

  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:11/13/2022

  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.

  My husband bought 5 bags of coffee and we got sick on the coffee. And that was at ****** *** ******** in **** **. And they kept short changing him. He went to the location on ***** **** and ******** **** in **** **. The two stores kept short changing him . My husband went there on Tuesday 2 ,2022 and a worker , customer's were dancing in the aisle. I told the manager and she didn't want to do anything to help me because she said it was too late to do something. We spend alot of money in there it is over $200.00 dollars on all the groceries at both locations. We just want our money back. We are recovering from covid and we are on oxygen. I told the lady from customer service and she was rude to me and we got sick on the coffee and they don't care if there customer's get sick. I told them that someone called me back and the lady was rude.
  Resolution, we want our money back from both locations or a replacement food or a frys gift card. Thank you.

  Business Response

  Date: 12/12/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. The customer has already submitted request for the same issue previously and the customer's concern has been resolved.  We appreciate the assistance of the BBB. Respectfully, we request that the BBB close this case as this office has no further information to offer the customer.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:11/13/2022

  Type:Sales and Advertising 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.

  mailed something to my house. they must have bought my data. I talked to customer service online and they cannot blacklist my address because I don't have an account. Not okay for them to not respect my privacy or get my consent.

  Business Response

  Date: 11/22/2022

  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.

  Customer Answer

  Date: 11/22/2022

  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.  They have requested more information but have not given any indication as to how to contact them to provide the information. Additionally, they should have had adequate information from my original response to respond.
  
  
  Regards,
  
  
  
  ****** ******
  

• Initial Complaint

  Date:11/12/2022

  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 November 5th ordered groceries from Krogers using their delivery service. Order never arrived contacted Krogers they tracked order, deemed it was stolen and said they processed a refund. They are tying up my bank account with a 151.80 charge preventing me from replacing the groceries stolen. It’s been 8 days I’m hungry I have no way to fix this until refund is processed.

  Business Response

  Date: 11/18/2022

  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 refund for $151.60 was issued back to the original form of payment on 11/15/22.  The authorization code is ******.  We do apologize to the consumer for any inconvenience this may have caused. 

  Regards,

  Kroger Co.

• Initial Complaint

  Date:11/11/2022

  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.

  11/7/2022: This store for the 3rd time has sold us food that was expired over 6 freaking months. When I called to report the issue, I was treated like I was the problem. There was no concern or remorse. The manager (David) was rude about the whole thing. Look at the reviews on google. This is a constant problem with them and they have made no effort to rectify the problem. Please have a health inspector visit these idiots and issue applicable fines

  Business Response

  Date: 11/18/2022

  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: 12/05/2022

  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.

• Initial Complaint

  Date:11/10/2022

  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 groceries online I went and picked them up but I was giving the wrong groceries. I called and made a complaint and I was told I would get the refund within 30 days. This has been since September 16th I think 2021 and I have been dealing with them monthly daily weekly I'm trying to get my refund I keep getting told it was refunded or I had to wait another 30 days. I have called EBT and I have not been refunded anything from Kroger's. I have been disrespected talk down to ignored call a liar and no resolution has been made for over a fear.

  Business Response

  Date: 11/14/2022

  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, they will follow-up.   

  Regards,
  Kroger Co.
  

  Business Response

  Date: 11/22/2022

  I can confirm that the refund was processed as of 01/17/2022, the amount is for 177.20. Adjustment number for this refund is ********.

  We have nothing further to add and request that the complaint be closed out.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 11/22/2022

  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.
  
  
  Regards,
  
  
  
  ******* ********

  I did not receive the refund here is the screen shots of the account

  
  

• Initial Complaint

  Date:11/10/2022

  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 made purchase at Kroger as shown on first receipt. 10/29/2022 at 1025AM. It was at self check out there was a problem after I paid 296. 91 with P-EBT card and 214. 98 with leaders black credit card. They moved me over to the cashier's register to try and complete purchase. Two employees pushed buttons without success and called manager that said there was a bad domino's gift card that messed it up so they would have to ring the whole purchase up again. They unbagged all groceries and an employee rung them all up again , they did gift cards on a second purchase. 10/29 1039 receipt Total 108.29 charged to P-EBt card and 264.33 to leaders black credit card. There was problem again when they rung up gift cards this is shown in second video. One receipt 155.00 10/29 at 1043 AM and 70.00 on receipt 10/29 1059. They did credit back 70.00 to leaders black for the error on receipt 10/29 1043AM receipt. They voided transaction on the 10/29 10:25 AM. But my cards had already been charged. The 296.91 to P-EBT card and 214.98 to credit card. I have called store and spoke with Chuck P manager Monday 11/ 7/22 at approx 1:30 ,who said they would refund and to bring receipt s then I went to store 11/08/22 2:13 and spoke with Timothy H manager assist. He made copies and ultimately told me to file a fraud charge against store. I have filed complaints with Customer service Kroger reference number ******** spoke with ****** Love,they also stated they would escalate the complaint but refund would have to come from store. I Received a call at 7PM 11/9/22 FROM  saying again that I would have to file fraud charge against store with credit card. And gave me a another case number for PEBT card at Kroger ******** with a phone number for me to call and they might be able to help me file complaint for PEBT. . I filed a fraud charge with my credit card . I would like my 511.89 back. Would appreciate help.

  Business Response

  Date: 11/21/2022

  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: 11/21/2022

  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:11/09/2022

  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 ordered a smart phone from Kroger. They wanted me to pick it up at a store that was to far for me to drive to. I did not had a phone to contact them and cancel the order It was also impossible for me to cancel the order online. Today I got a phone but I can not get someone to talk to. They keep sending me numbers. The numbers is unmanned it happen several times with me. I I am tired of their problems, I understand that there is a covid epidemic but really this is taken it too far. I want a refund for the order that I had to pick up at 2 November. I bought it at the ******** *** store in ********* it is as follow. I copy and paste the email they have send me:
  "Pickup, Today, Nov 02, Ready in 38 min
  Let us know when you're coming
  Kroger
  *** ******** ***
  *********, ** *****
  Curbside pickup
  We bring the order out to you." I never picked the phone up. It is impossible to get a refund for a product that one have bought through curbside pick up.
  Please help me.
  Kind regards,
  ******* *******
  Ps it is a ******** from *********.

  Business Response

  Date: 11/11/2022

  Thank you for contacting The Kroger Executive Office. We’re  in receipt of your contact sent through the BBB regarding your order. Please respond with the order number in reference to best assist and correct your concern as necessary.  Once received, we will be able to best assist. 

  Regards,
  Kroger Co.

  Customer Answer

  Date: 11/11/2022

  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 never got an order number from Kroger. I have sent you what they have sent to me.
  Regards,
  
  
  
  ******* *******
  

  Business Response

  Date: 11/28/2022

  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: 11/28/2022

  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:11/07/2022

  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.

  On Saturday, Oct 15 2022, between 4:30pm and 5pm I stopped at the Kroger gas station on Fremont pike and ********* ** ** ********** #654. I wanted to use my fuel points but forgot my card so I while parked at pump #2 went to the clerk window and paid there. As soon as my transaction of $50.00; was paid I went back to the pump to pump my gas. ALL OF the pumps shut down and people lined up at the window. I was unable to get gas. The attendant (******) stated the money will go back on the bank card I had used. I couldn't wait any longer or I'd be late for work. So I left. The next day the $50 was still pending on my card. I again spoke to (******* and she said not to worry the pump was cleared when it came back up. I asked for a number to call and she didn't have one. On the 17th of Oct the $50 was taken from my account. I called my bank and disputed it. Kroger told them it was a legit transaction and I was told to contact Kroger. I contacted them via email on their site. I received a standard response of we appreciate your comments and will get back to you in 48 hrs....it has been almost a week. Nobody has returned my $50 or even contacted me. They must be able to see when the pumps were down $50 was not pumped.

  Business Response

  Date: 11/09/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  I apologize for the inconvenienced caused. Please provide me your 12-digit Kroger Plus Card number.

  Once we receive this information, we can gladly review.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 11/18/2022

  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. Exactly, there was no transaction yet my card was still charged. My misfortune is (******* never gave me a receipt. So I don't have one. 
  
  
  Regards,
  
  
  
  ***** *********
  

  Business Response

  Date: 11/28/2022

  Your comments have been forwarded to our Upper Management team for review.  Once the review is completed, we will follow-up.   

  Regards,
  Kroger Co.