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

1,600 total complaints in the last 3 years.
545 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:10/16/2022
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.
My complaint is that I was overcharged for grocery this past year in both my checking and EBT for hundreds of dollars at QFC in ******* at the end of the "D Line." When I tried to talk to a clerk at this ******* QFC I was referred to a financial person in management. When I tried to meet with this financial person, after phoning and touching base, I was harassed by rapists in public so badly that I never made it to my meeting and then chaos and stolen receipts followed. I want my money back that was taken from my accounts illegally without goods or services rendered to me. I also am requesting that I be acknowledged legally as the owner of the store at the time (******* ********** ***) with a formal apology especially if there was violence.
Business Response
Date: 10/17/2022
Thank you for contacting the Kroger Executive Office. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input. So that we may best address your concern, we will need the store location you are referencing. Please provide the store's address and the Receipt for the overcharge of the items in reference.
1. Date of the transaction
2. Time of the transaction
3. Series of numbers after the time
4. Amount of transaction
Once received, we will follow-up.
Regards,
Kroger Co.
Customer Answer
Date: 10/18/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not address my complaint. My records were stolen but I sent you my card numbers in the original complaint. I wanted the violence against me as a customer also addressed. I'm not sure the BBB can handle that but I want to know that you are interested in what is going on in your store and that my ******************** owns the property and that this treatment to me in light of this is just bananas.
Mostly however, I am interested in the money stolen be returned. Also, if we have any agreements with me as a financial party concerning the property as owner like wholesale prices or any guarantees I would be interested in revisiting those for a settlement too. I hope we can work this out.
For your reference, reasons for rejection are included above.

Regards,

******* **********
Initial Complaint
Date:10/13/2022
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.
On October 1st, I was overcharged for a delivered grocery order, $48.81 of food that I did not order. I did not receive the food either. I made a complaint. Those missing items were: **** ****, **** cat food, reduced-fat milk, M&Ms, red kidney beans, and *** ***** pizzas. My total came up to $48.81. (See attached receipt.)

I received an email reply telling me to contact them at any time. I've emailed twice with no response. (See attached)

The email said 7-10 business days for reimbursement. That money has not been deposited into my bank account. When I contacted them today regarding the matter, I was told they didn't have a refund in process for me. At best, this means they'll want two more weeks to refund me the money.

This is the information for my account: ******* ***** ***********, ###-###-####, ******************.

I just want my money refunded to me ASAP.
Business Response
Date: 10/17/2022
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.
Customer Answer
Date: 10/17/2022
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,

******* *****
On Friday, after I submitted a complaint to you. I was told by the Kroger ******* Support person that no refund had been issued for me. Hence, I would have to wait an additional 7-10 days to get the amount I was overcharged. That means that the Kroger customer service people I spoke with regarding this matter lied to me when this matter began. While I have the message from the ******* person that the refund was not issued the first time, I have zero proof that it has been issued this second time. No one should be forced to wait a month to receive a refund for an overcharge.

This "response" does not address the amount due to me and does not move me any closer to being paid the money which is owed me.
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 do apologize for any inconvenience this may have caused. After further investigation, we show that two refunds for $48.81 were issued back to the customer's account on 10/18/22 and 10/21/22. We apologize for the delay in this process.

Regards,
Kroger Co.
Customer Answer
Date: 11/04/2022
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:10/12/2022
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.
On 07/20/2022 I purchase a few items from Kroger for a total of $264.41. Right away I came back to return the cigarette I've purchased $174.40.

On 08/24/2022 I've discovered that Kroger never refunded me the amount so I file a dispute with Chase, my credit card company. Unfortunately I had toss out the receipt by then because I didn't anticipate this would happen.

Today, 10/12/2022 My Chase told me the dispute is declined and that I should contact Kroger directly. I spoke with Kroger and they said they don't even accept returns on cigarette and there's no record of the return.

I am writing this because IF they do not accept returns on cigarette THEN they should not have taken it back then! Why allow me to return it and won't refund me the $174.40?

Kroger
***** * ***** ****** Richmond VA 23233
Kroger case **********
Business Response
Date: 10/14/2022
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, we will follow-up with you on this matter.
Regards,
Kroger Co.
Business Response
Date: 11/08/2022
On 7-20-22 a refund in the amount of $183.64 was refund on the card ending in 5145. We appreciate the customer's comments and at this time we have addressed their concerns. We have nothing further to add and request that the complaint be closed out.
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 ** ********, and find that this resolution is satisfactory to me.
My apologies for the misunderstanding. Turns out the refund was applied to a different credit card and not the original one I've used.

Regards,

******** **
Initial Complaint
Date:10/12/2022
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.
On September 14 we had a Kroger boost delivery. The total amount of groceries was 398.95. There was a system error that said we got double of everything. The delivery driver called to see how to fix it. He was supposed to delete out the extra items bc we did not receive double. He did not do it so we were billed double. We have had to make multiple calls. To date, we have only received a refund of $11.25. We have an email stating the 398.95 was refunded plus and extra $11.25. We have spent many hours and they either keep telling us we will have it in a period of time or that they are researching it. It has been nearly a month and we need our money back to pay other bills.
Business Response
Date: 10/14/2022
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, we will follow-up with you on this matter.
Regards,
Kroger Co.
Customer Answer
Date: 10/14/2022
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 was told I would get a full refund multiple times and you have not done so. You have had over a month to review. You have billions of dollars to acquire a new company but yet are holding my almost $400 hostage. We have been loyal customers for years. This is not how you treat people.

Regards,

******* *****
Business Response
Date: 11/07/2022
Upon review, The customer was only charged $ 359.45. We appreciate the customer's comments and at this time we have addressed their concerns. We have nothing further to add and request that the complaint be closed out.
Regards,
Kroger Co.
Initial Complaint
Date:10/11/2022
Type:Sales and Advertising 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.
When I was shopping in Kroger, I was approached by a guy asking if I had a rewards card and I advised him that I did. He then advised me that he can upgrade my rewards card so that I could get more points and receive more coupons in the mail. I agreed but I asked him what was the catch and he stated "nothing all I need is your rewards number and you to fill out this information". I entered my information and left my social security number blank but he said they needed it to complete the upgrade. He then said oh you got approved and I asked him what did I get approved for and I asked him did he run my credit. He stated that he did and that it was a credit card. I got very upset at that moment because I told him that he never said that it was a credit card. He stated that it was a rewards card which with my current card, they did not do a credit check. He stated that I did not hear him and I advised him again that he did not say a credit card and I did not want a credit card since I will be buying a house. He asked me for my number because he stated that he will take me out for the confusion but the request was already sent through the system. I gave him my number so that I can have his information so that I could report him. I asked the customer service agent and she said that I have to call the number on the pamphlet. This same guy came over to help bag my grocery and I noticed that he took the pamphlet back after I got home so when I googled to get ** **** #. I asked to file a complaint and also to close out the card that I was tricked into getting and they basically took his side. The only thing they did was cancel the card and I advised again that I wanted to do a complaint because I was not told that it was a credit card and that it was an upgrade to my rewards card, I texted the guy who lied. I get an alert later saying that a new card was added to my credit report which again I did not agree to. I feel like I was not listen to and no one helped me.
Customer Answer
Date: 10/11/2022
The address is **** * ********* ***** ******* ** *****. Their card is through ** ****. I just want them to take their information off my credit report because I was misled by their worker. He said it was an upgrade to my rewards card for free but never mentioned it was a credit card that will be based on approval. He did everything on a tablet so I didn’t sign anything. Thanks
Business Response
Date: 10/13/2022
Thank you for contacting The Kroger Executive Department. I am in receipt of your complaint sent through the BBB. We sent this complaint to ** **** the credit card issuer. We confirmed that the account was closed. This team will follow up with the customer with actions taken once the review is completed.
Regards,
Kroger Co.
Customer Answer
Date: 10/13/2022
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:10/10/2022
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.
My Alt ID is ********** I purchased quite a lot of ****** gift cards (500$) for the upcoming ****** prime day and the fuel points promotion as my credit card has promotion(extra cashback) if I buy in grocery store. The purchase was approved at that time as the manager examined my credit card and state ID. However, I realized that today my fuel point account is locked. I'd like to have it removed and release fuel points back to me. Every transaction is legimiate and I can provide my credit card statement to prove that there is no suspicious activity. I know my fuel point amount is high compared to other customers. this is soley because I have credit card promotion to earn extra cash back and I have a lot of stuff to buy on ****** prime day.

If you block customer's account solely because its high fuel point value, this is fraud. I reserve the right to escalate to either a small claim court or class action legal action. I posted the message to ****** and saw a lot of people have the same problem as me.
Business Response
Date: 10/12/2022
Thank you for contacting The Kroger Executive Department. I am in receipt of your complaint sent through the BBB. At this time, The Rules to the Road is what's in place for our Fuel Program and we do ask all of our customers that wish to participate in the our program to abide by these rules and regulations.
Please review the following Fuel program: https://www.kroger.com/o/fuel/faqs
Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership. We appreciate the assistance of the BBB.
Regards,
Kroger Co.
Initial Complaint
Date:10/09/2022
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.
Kroger charged me 400$ for a 95$ delivery
Business Response
Date: 10/11/2022
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 caused. Please provide the order number.
Once I receive this information, We will gladly review the order. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
Regards,
Kroger Co.
Customer Answer
Date: 10/11/2022
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 have already submitted the order number over the phone, in Facebook messenger, and on merchant website
Business Response
Date: 10/12/2022
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.
Initial Complaint
Date:10/06/2022
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.
The Kroger app for delivery and pick up orders is very deceptive and misleading I placed an online order on Tuesday based on the sale prices that are listed in the app. When I went to pick up my order for the next available day I was charged more than agreed to pay when I placed the order!!! Kroger needs to honor the sale prices a customer shops based on in the app when the order is placed!!! A new sale ad starts Wednesday so a large portion of things I bought based solely on the sale price were no longer on sale!!! I shopped and placed my order on Tuesday based on the prices in the app not on Wednesday so why should I be charged Wednesday prices if my order was placed on Tuesday!!! This is a very shady business practices on krogers part!!! Had Kroger of disclosed when I began shopping and placed my order that I was not going to receive the items at the price listed I wouldn’t of placed my order I would’ve went into the store and placed it!!!!
Business Response
Date: 10/07/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, The prices are estimates -your final charge is determined when you receive your order. Things like coupons, taxes, (if applicable) weighted items, or weekly Ad price changes may affect your cost. Visit our FAQs to learn more. The preauthorization holds typically fall off in 5-10 business days after the completed transaction. We are unable to expedite the release of these funds. The customer should contact their financial institution directly. We have determined the correct price and process was followed and therefore declining the customer's request for the disputed amount. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
Regards,
Kroger Co.
Initial Complaint
Date:10/06/2022
Type:Service or Repair 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 signed up for a Kroger account because it has a 4x fuel point promo when buying merchant gift cards. I bought 4 gift cards yesterday totalling $2000 and was awarded 8000 fuel points . According to the kroger terms, I could use 1000 points to save $1 off per gallon of gas. Today I tried to redeem those points and it showed an invalid error. In calling Kroger, I was told my account was locked and that I violated the fuel point redemption rules. Since I haven't been able to redeem anything yet, I don't see how I had violated any rule. In calling kroger, the rep said they can't provide any more info then what the disclosure said. Kroger is engaging in unscrupulous actions and false advertisement . If they can't let me use the fuel points to save gas, then I would like a refund of my gift card purchase which they won't let me either.
Business Response
Date: 10/11/2022
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 caused. Please provide me your 12-digit Kroger Plus Card number.
Once I receive this information, We will gladly review the account. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
Regards,
Kroger Co.
Customer Answer
Date: 10/11/2022
Better Business Bureau:

Kroger is asking for my account info. I have attached a screenshot of my Kroger account number and altid for further research .

Regards,

**** *****

Business Response
Date: 10/21/2022
Upon review, at this time, The Rules to the Road is what's in place for our Fuel Program and we do ask all of our customers that wish to participate in the our program to abide by these rules and regulations.
Please review the following Fuel program: https://www.kroger.com/o/fuel/faqs
Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership. We appreciate the assistance of the BBB.
Regards,
Kroger Co.
Customer Answer
Date: 10/21/2022
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’m 86 years old and this is the most ridiculous response yet!. They are asking me to read the FAQ’s???? What does the response even mean? My point blank questions have not changed: Kroger runs the 4x fuel point promotion to incentivize customers to buy merchant gift cards from them. I bought 4 of them so I can save some money on gas. She sent me a link to read the rules, what am I supposed to read? Did I violate a rule? If so, tell me what it is? Why the bearing around the bush? If they only give the fuel points only to lock them up and not allow customers to use them, then it is a false advertisement and ripping people off. If I can’t get the fuel points, I’m ok with it if I can just get a refund on my purchase and we can go separate ways. But Kroger is saying I still want to keep your money but I’m refusing to honor my end of the bargain. My only source of income is social security and Medicaid and to think a conglomerate giant company is crushing a poor old lady like me over 8000 point points is pathetic and despicable. Please let me know exactly WHY my points is locked . The question is more than fair.

Regards,

**** *****
Initial Complaint
Date:10/02/2022
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 placed a delivery order with Kroger via their app on 9/11/22. My credit card was charged $87.26 but my total order was only $82.10. I have contacted kroger several times via email to try to receive a refund. I attached screenshots of my bank account and their "final receipt" taken directly from my account on their account. They have denied my request 3 times now and insist the amount I paid was the final price.
Business Response
Date: 10/03/2022
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. We have issued a $5.16 credit back to the customer loyalty card ending in 1418. We do apologize to the consumer for any inconvenience this may have caused.
Regards,
Kroger Co.
Customer Answer
Date: 10/07/2022
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,

****** ****

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The Kroger Company is NOT a BBB Accredited Business.