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

  4401 Camp Robinson North Little Rock, AR 72118

• 

  Kroger

  400 West Moultrie Blytheville, AR 72315

• 

  Kroger

  2300 Malcalm Avenue Newport, AR 72112

• 

  Kroger

  3341 Central Hot Springs National Park, AR 71901

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:10/27/2022

  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 Friday, October 21, 2022, I ordered groceries to be delivered from Fry's (Kroger). My order total was $231.97. The ********* shopper was texting me about my order and at 6:41 PM, I received a text saying my shopper checked out and my order was scheduled to arrive at 6:55 PM. When my order had not arrived by 7:25 PM, I texted my shopper and asked if they were ok; no response. At 8:00 PM, I called Kroger customer service and they informed me that my order had been canceled due to too many out-of-stock items. I had ordered 40 items and only two were out of stock. I asked the Renatta, the representative from Kroger, why I received a notification saying my shopper had checked out, why wasn't notified of the cancelation, and why was I still charged for the order if it was canceled by them. She said she wasn't sure why. I then asked to speak to a supervisor and I received the same answers from her - she didn't know why it was canceled. I then received an email an hour later saying that "...due to COVID times...," it would take 7-10 business days to refund my $231.97. I responded to the email and asked them to make the refund a priority because it was a lot of money and I have to buy food. They never responded and I still do not have my refund. Because of this, I have had overdraft fees charged to my bank account, and I am negative in my checking account right now.
  I want my money refunded immediately, and I want to be reimbursed for the overdraft fees that total $70.00.

  Business Response

  Date: 10/31/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  The refund request has been forwarded to our Upper Management team to be expedited.  Please allow 3 to 5 business days for the refund to show back on the original form of payment.  We have also added an additional $30 credit to the customer's loyalty account ending in **** to be used towards another purchase. We apologize for any inconvenience or frustration this may have caused.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the prepackaged Kroger brand spicy crab salad from the Kroger on ** *** ******** in ******** *** at ***** * ** **** *** ******** ******* **** ** ***** (Store #***). I bit into the salad and there was a big piece of metal in the salad that I almost choked on. I spit it out. I am devastated. I called both the Kroger store and Kroger customer service. The Kroger customer service representative acted as if she could care less and so did the customer service rep. They gave me a case #. I am concerned for other people who shop at that store and who buy that salad. They might not be so lucky as to catch the metal before swallowing it.

  Customer Answer

  Date: 10/27/2022

  From this complaint through the BBB, I want a refund of the money I spent for this product/salad. Also, will this complaint be made public?

  I will handle other damages through legal resources that does not include the BBB.

  Business Response

  Date: 10/28/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We do apologize for any inconvenience this has caused.  This matter has been forwarded to our Upper Management team in our Claims Department Sedgwick for further review.  Once reviewed, you will be contacted for resolution in this matter.  

  Regards,

  Kroger Co.

  Customer Answer

  Date: 11/10/2022

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

   

  Customer called BBB on 11/10/22 and stated she has heard nothing from Kroger regarding her complaint. Their October 28th response indicated the matter was being reviewed but there has been no follow up.

• Initial Complaint

  Date:10/26/2022

  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 have a Kroger membership because it offers the delivery option and I have a busy schedule. I placed a delivery order for 10/12/22 of $90.90 to be delivered with the time slot of 7-9 PM. I received a alert that the shopper was shopping at 10:45 which is 15 min before Kroger closing time (11PM). She didn't end up being able to get half of my items and did not actually arrive to my place until 11:30 at night. Because the order had wine in it I had to show proof as they arrived. This meant not only was showing up 3 hours after my time slot at 11:30 at night inappropriate but it was putting my life and safety in jeopardy as it was dark out. I have spoke to 6 reps about this HUGE concern and they said they would process a full refund. To this day 10 days later, they have yet to refund me and continuously tell me they are processing it. Every rep seems to be unconcerned and throw my claim around. SO BEWARE-- KROGER MEMBERSHIP IS JUNK. THEY SENT RANDOM PEOPLE AT LATE HOURS TO YOUR DOOR WITH THE ORDER NOT EVEN BEING CORRECT.

  Business Response

  Date: 11/03/2022

  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.  Please be assured we take this matter seriously.  Your comments have been forwarded to our Upper management for review.  The refund for $90.90 was issued back to the original form of payment on 10/27/22.  The authorization code is ******.  We apologize for any inconvenience or frustration has caused.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:10/25/2022

  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 purchased meat on a delivery order and the meat was outdated and spoiled. the order was placed on 10/2/22 and the refund was requested on 10/8/22. order number *******************. the refund I am owed is 75.92 for the spoiled/outdated meat. refund ID # is ********. I was told to wait 7 to 10 business days and as of Oct 25, 2022, I have not received my refund and was told i need to wait another 7 - 10 business days ID # ********. i would like my credit account properly credited 75.92 ASAP.

  Business Response

  Date: 10/31/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  The refund request has been forwarded to our Upper Management team to be expedited.  Please allow 3 to 5 business days for the refund to show back on the original form of payment.  We apologize for any inconvenience or frustration this may have caused.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:10/24/2022

  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.

  On 10/6 I placed an order for delivery with Kroger ($188.81 ). The driver delivered the order to the wrong address and Kroger advised me they would be issuing a refund. I waited the 10 business days required for the refund and it STILL was not issued. I called to inquire about the status only to be told "oops" we'll issue it now (10/21/22) and you will have it on Monday. Well today is Monday and I called and was ASSURED the refund would be in my account by this afternoon. It's 4:03PM and I am being told it can take up to 10 business days.
  
  I am NOT independently wealthy. I had to sell my phone for food until I got paid and I STILL don't have my money! EVERYONE involved will be eating tonight except my family. This is what I get for being a loyal customer I guess. In this economy most people don't have $200 to give away. I don't make a lot of money

  Business Response

  Date: 11/03/2022

  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 $188.81 was issued back to original form of payment on 10/24/22.  The authorization code was ******. We apologize for the delay and any inconvenience this has caused.

   

  Regards,

  Kroger Co.

• Initial Complaint

  Date:10/23/2022

  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 a grocery pick up order and ask for an item to be removed the attendant that brought out my groceries assured me that it was removed. I received the receipt prior to her ever bringing them out and never an updated receipt so I reached out to Kroger via chat to let them know what occurred. She said she could refund me for the item, but not the taxes that I paid. This has also happened prior in the store on a separate occasion. I feel they are getting over on consumers. Although it isn’t a lot it adds up and this isn’t fair to the customers.

  Business Response

  Date: 11/03/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  I apologize for any inconvenience this may have caused. Please be assured that our company prides itself on integrity and we value the customer's input. Your comments have been forwarded to our Upper management team for review.  We have added a $10 credit to the customer's loyalty account ending in **** to be used towards the next in-store or on-line purchase.

  Regards,

  Kroger Co.

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service 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 10/22/2022 my family and I were harassed by a store (**** ****** ******* *** ******** ** ****** employee at Kroger. My children and I were waiting for our vaccinations appointments in the pharmacy waiting area. An employee named David walked up to us inside the pharmacy and asked if I was getting vaccinated. I replied that we are. David then said that he "wanted to tell me that his cousin died from vaccinations" and that I should be careful. I then asked if he is an employee and why is he harassing us and scaring my young children? I replied that it was unprofessional conduct and wanted to speak to the store manager. David walked away and said “God bless you". Other employees and store patrons saw the commotion and a pharmacy employee said he would contact the store manager. I went and informed the pharmacist who was in the middle of giving my husband his vaccination of the harassment from David. I saw that David was speaking to another person and then walked away. I approached the person who David was speaking to and he is Assistant Manager Tanny. I tried to inform Tanny of the harassment and he replied that it was "David's first time". I mentioned to Tanny that I wanted to file a complaint and wanted to leave my name and information about what I had just experienced. Tanny did not ask me for my name nor about anything about what happened. He did not apologize for what happened and was dismissive of my experience. He said I could not file a complaint. He would only say he talked to David about it. Another employee who was standing several feet away who I did not see her name (about middle aged female with short brown hair) said that it was David’s first time and "don't bother with this" in an aggressive tone while staring at me.
  
  An employee harassed us, scared my children and tried to push his views on us. Employees and management were dismissive of my concerns. I want Kroger to take action so this does not happen to other customers

  Business Response

  Date: 11/02/2022

  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 take this matter seriously.  Your comments have been forwarded to our Upper Management team for review and contact.   We apologize for any inconvenience this may have caused you. 

  Regards,

  Kroger Co.

  Customer Answer

  Date: 11/08/2022

  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.

  I am very disappointed by Kroger's lack of response. I have already contacted Kroger directly about the incident and received the same response over 2 weeks ago that my issues are being forwarded to management. I still have not received any response from Kroger management for over 2 weeks  and had no contact about this traumatic experience. My family was harassed while waiting to get vaccinated at Kroger's pharmacy by a Kroger employee who left the store to enter the pharmacy area. He potentially violated HIPAA and also pharmaceutical privacy. My young children were targeted by the Kroger store employee so they would be scared of getting vaccinated. Kroger's store management did not apologize and was confrontational about the incident with their employee. We do not want this to happen to other families and would like Kroger to properly address this very serious problem with their staff and store management.  

  
  
  Regards,
  
  
  
  ** *****
  
  

• Initial Complaint

  Date:10/21/2022

  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 placed an online delivery order with Kroger in order to use my $20 credit in my account. The credit was not applying during checkout, so I called customer service. A customer rep told me that I would have to put a note in special instructions that I want my credit applied. I wasn't so sure this would work, so I didn't place my order. A couple of days later I called Kroger back and asked again how to get my credit applied. I was told the exact same thing. So I placed my order, and I put it in the special instructions that I wanted my credit applied. When I received my order, the credit was not on my receipt. When I called Kroger about this issue, I was told by a customer service rep that the credit was used and removed from my account for that order. But since it's not on my receipt and I didn't get the savings, they would put a credit back in my account. I told them that I was assured that the credit would be applied to my order and that's exactly what I want, that I didn't want to have to place another order to get my credit. Again, nothing anyone could do for me. I spoke to a supervisor, last name K*****, who said that there was nothing he could do, but maybe give me $5 more on my account. I told him that it didn't matter if the savings is not be passed on to me and that it's obvious Kroger used the credit because it was removed from my account. This supervisor hung up me. I called back and expressed to the customer rep that I never would have placed an order with Kroger had it not been for the credit as Kroger's prices are a bit higher than other stores. I also said this is a scam because it's a win-win for Kroger: Customers continue to place orders thinking their credit will be applied, Kroger applies it, but doesn't pass the savings on to the customer, then repeat the same process. Kroger wins; customer loses. I would like the $20 refunded to me as promised before I placed the order.

  Business Response

  Date: 10/31/2022

  
  
  

  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:10/21/2022

  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 October 14th I signed up for Boost Membership. At that time it told me that if I had an ********* account with the same email that it would be linked. I do and I also have a membership with them. The accounts were NOT linked and Kroger wants to charge me $9.95 PER order for same-day ********* delivery. When I spoke to the feckless "customer service rep" she told me that my membership does not include same-day delivery. I am really angry that they have no idea what they are doing and are trying to bill me for something I already have. I have a boost membership and an ********* membership. They need to get their act together or I will sever both relationships and only use walmart inhome delivery which I am also a member of.

  Business Response

  Date: 10/31/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We value our customers and it is not our intention to confuse or frustrate our customers in any way.   We offer two delivery programs that provide free delivery for orders over $35.  The $59 Boost program offers free next day delivery for orders over $35 and our $99 Boost Plus program offers free same day delivery for orders over $35.  ********* can be chosen as the preferred delivery method for both programs.  We apologize for any inconvenience this may have caused.

  Regards,

  
  Kroger Co.

  Customer Answer

  Date: 10/31/2022

  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,    If they had bothered to read and comprehend my complaint they would know that I am not confused. Clearly they are.
  
  
  
  ******* *****
  

  Business Response

  Date: 11/01/2022

  We apologize, but the ********* and Boost memberships cannot be linked together.  To receive the free same day delivery when placing an order through the Kroger website, the consumer would have to be enrolled in our Boost Plus program or the $9.95 fee would apply to the order.  We apologize to the consumer for any inconvenience.

  Customer Answer

  Date: 11/01/2022

  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.

  A. I AM A BOOST MEMBER AS WELL AS BEING AND *********+ MEMBER. YOU FAIL ON EVERY SINGLE LEVEL. YOU ARE BAD.
  
  
  Regards,
  
  
  
  ******* *****
  
  

• Initial Complaint

  Date:10/20/2022

  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.

  On September 25, 2022, I placed a delivery order with Kroger on Country Club Road in Lake Charles Louisiana (Kroger 5747). My credit card was charged $91.64. I never received my order. I called numerous times and spent hours on the phone and finally was advised that my credit card would be refunded in 8-10 business days. As of today, October 20, 2022, my credit card has not been refunded. I called tonight and dealt with a very rude foreign Customer Service representative, who told me they would have to call Instacart to try to get me a refund. I am going to dispute this charge on my credit card with Chase Private Client services and report it as a fraud claim. I will also never shop at Kroger again. I am an attorney and you will regret this, Kroger.

  Business Response

  Date: 10/21/2022

  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.

  Customer Answer

  Date: 10/24/2022

  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.
  

  No one from Kroger has contacted me regarding this complaint.  Instacart has not done anything either. Further, the charge on my credit card is from Kroger, not Instacart.   Kroger will spend a lot more money paying an attorney to represent the company in small claims court than they will refunding my credit card for $91.64 for groceries that were never delivered and they admitted were not delivered!

  
  Regards,
  
  
  
  *** ******
  
  

  Business Response

  Date: 11/02/2022

  The refund on the amount of $91.64 has been issued back to the original form of payment.  The refund for the Boost Plus program was submitted on 10/28/22 and should show back on the account within the next 5-7 business days.  We apologized for any inconvenience or frustration this has caused.