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

• 

  Fred Meyer

  930 Old Steese Hwy Ste A Fairbanks, AK 99701-3167

• 

  Kroger

  7090 Univ Dr NW Huntsville, AL 35806-1728

• 

  Kroger

  4401 Camp Robinson North Little Rock, AR 72118

• 

  Kroger

  400 West Moultrie Blytheville, AR 72315

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:09/02/2022

  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.

  Subject: I still have not received my $52.69 refund from Kroger.
  
  This is regarding my June 9, 2022, grocery delivery order. According to my receipt, I was charged for several items that I did NOT receive or order. The total amount charged to my debit card was, $181.00 (tip not included).
  
  On June 11, 2022, I called, Kroger,
  ###-###-####, regarding the items that I did not receive, but paid for. These items amounted to, $52.69. I was told a refund request for this amount, had been submitted. I was given reference case #********, and received an email confirmation from, Noriel.
  After waiting 2 weeks and no refund..
  
  On June 25, 2022, I called Kroger, again, regarding not receiving my refund. I was told that a refund request had been submitted, I was given the same reference case # from before, and I received an email confirmation from, Lorilei.
  After waiting 11 days and no refund..
  
  On July 6, 2022, I sent an email to:
  [email protected] regarding not receiving my refund. Again, I was told that a refund request had been submitted, I was given a new case reference #********, and I received an email confirmation from, Antonio.
  
  I decided..
  On July 7, 2022, to contact my bank, *****, to see if they could get my $52.69 refund from Kroger put back on my debit card. At that time, ***** did a temporary reversal, and credited, $52.69 to my account.
  
  In the meantime..
  On August 12, 2022, ***** did another reversal. But this time, they removed $52.69 from my account.
  When I called ***** about it. They said they contacted Kroger regarding my $52.69 refund, and were told by Kroger, that I wasn't due any refund.
  
  So..
  On August 17, 2022, I called, Kroger, again, regarding not receiving my refund. I was told, a refund request had been submitted, given case #********,
  and received an email confirmation from, Alphia.
  
  On Sept 1, 2022, I called, Kroger, again, ###-###-####, in regard to not receiving my refund.
  As usual, I got nowhere...

  Business Response

  Date: 09/06/2022

  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: 09/06/2022

  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: 09/15/2022

  Upon review, I see the customer was refunded on 9-6-22.  In most cases, it only takes a few business days for the amount to post with the bank. However, it can take up to 10 business days.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 09/21/2022

  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:09/01/2022

  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 August 24, 2022, I attempted to use my 585 fuel points from July at Mariano's gas station in **** ******* **. I could not get the points to register, and the pump would only give me 3 cents off per gallon. The clerk came out to assist and tried using my Mariano's card and then just keyed in my phone number. Neither worked. She told me this meant that someone used my points. I fill up 2x per month and last used Mariano's points in July. No one I know would connect my phone number with Mariano's fuel points. So, Mariano's employees have access to this information, or their system is sadly screwed up. I went to a gas station near my home and bought 13 gallons. I would have saved over $7 at Mariano's gas. This loss is either fraud or incompetence. I believe that clerk was right, and someone used those points because they could.

  Business Response

  Date: 03/24/2023

  Complaint ID ******** ******** ******
  Response:
  The customer was educated on how to redeem the fuel points.
  
  Regards,
  Kroger Co.
  

  
  

• Initial Complaint

  Date:09/01/2022

  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.

  This merchant charged me twice for groceries in the amount of $266.77. I did not purchase groceries twice, in the same exact amount, with one minute of the original charge.

  Business Response

  Date: 09/06/2022

  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: 09/07/2022

  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.

  
  
  Nothing has been resolved by saying my comment has been forwarded to management and I have still not received a refund for a double charge I did not make. I have attached my receipt from my purchase showing I only made one purchase in the amount of $266.77. If the claim is that I had two separate transactions for the exact amount of $266.77 within the same minute of the other charge, I would like to be provided the transaction details showing what was purchased and when and that it was different from items purchased from my original transaction as proof that I was not double charged by the company for the same transaction. 

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

  Business Response

  Date: 09/15/2022

  Upon review, the customer was charged one time for the order placed on 7-7-22.  If you are seeing a double charge on the account you should report this to your bank and file a dispute.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 09/15/2022

  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:09/01/2022

  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.

  Re: ********* **** , ******* Kroger at ****** Location.
  This Kroger is extremely unhelpful. The pharmacy does not fill medications that the doctor calls in unless you actually call the pharmacy and see if it is ready for pick up only to learn, "Oh, we didn't know you wanted that filled." They often merely hang up the phone on you after you've been on hold for over 20 minutes. I have pics of the pharmacist and techs visiting with personal friends while there is a line going around the corner waiting to be served. The store management is non-responsive. We placed our first delivery order and the Instacart people were wonderful. There was obviously a mix up in my order. I was charged for items I did n't order. None of the items showing online were my order yet you have OVERCHARGED my personal credit card. When I ordered the groceries, I requested a "First Time" credit of $15.00 as Kroger was offering this on their website as I was shopping. I doubt if I was issued the $15.00 credit . I have tried to contact the store and have been ringing the phone for over 29 minutes with no answer. I will be glad to provide you with the pic of the hold times & then nobody answers or they answer and merely hang up the phone. I also have pics of the items you charged my card for and I did not receive those orders. Instacart says you mixed up my order wtih another order. I also called the 800 number and held for over 30 minutes without speaking to a person.What is the solution to this Kroger poor service and time consuming store? Is it because we are elderly and you do not cater nor have regard for the elderly or disabled? I can not drive to your store, I have just had surgery. I guess you think its okay to rip off disabled people. Very disconcerting and appauling! According to the Americans with Disabilities Act elderly are equally entitled to have the same services as younger and non-disabled peers. Please have a person call me and not send me a scripted generic response.

  Business Response

  Date: 09/02/2022

  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:09/01/2022

  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.

  The Kroger delivery service is a joke. Do not use that service at all if your reading this. I went to place an order and the only time slots each day is from 6-7 am. All other slots are for ********* which is an extra fee. Kroger seems to be misleading and dishonest in their dealings. The only reason I use this is because at the location @ **** ** ***** *** in ********** *****, the click list times are always getting pushed back. A couple weeks ago we had an earlier morning pickup and it got pushed back to the next business day. I am very disappointed in Kroger and will just go to ****** ****** moving forward if they do not make this right.

  Business Response

  Date: 09/01/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  Your time slot is a one-hour window in which you can arrive to pick up your groceries. Typical Pickup hours are from 7am to 9pm, seven days a week. Some hours may vary by location. Check local store listing for details.  If you're unable to pick up your order on the scheduled date, the items in your order will be restocked in the store, and you'll need to place your order again.  I apologize for your recent experience. The comments provided gives us the opportunity to evaluate, address and serve as a learning experience to evaluate our processes. 

  Regards,
  Kroger Co.
  

  Customer Answer

  Date: 09/01/2022

  This is a joke response. I order groceries and a time is confirmed. They later reach out and tell me that they are running behind and my time is no longer a valid time to pick up my groceries. They usually proceed to tell me to pick up my groceries usually at least 2-4 hours later and recently I have been told to pick up my groceries the next business day several times. This isn't a one off circumstance this has become a way of doing things at the **** ** ***** location in ********** *****. The system here is not good. After which, purchasing the Boost program for $59 trying to avoid the lack of commitment on Kroger's part for Click List, turns out its a one time daily delivery in my area when I am 2 miles from the store if that. The rest you have to pay and extra 9.95 to have delivered with *********. I could have avoided that $59 charge and went directly with *********. Be careful using Kroger, they justify nonsense and are very argumentative as all of the comments on here suggest. They don't like accepting responsibility where its needed to be acknowledged.  HEB is coming very soon and many people in this area are very happy about that, including myself. 

   

   

   

• Initial Complaint

  Date:08/31/2022

  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 August 29,2022, I **** ******, enter Smith's grocery store to purchase food for dinner. At 300 pm I entered self Service check out Number 10 # to pay for my items I paid for food with EBT I requested cash back with my bank card at that time $40 was disbursed I requested 60 my bank was charge 61. I Report an incident to manager I was told that he could not refund me my money because he had no way proving that the money was not disbursed to me I was told to call back the following business day after the store has countdown the money for cash register self check out number 10 when I called no one wanted to talk to me and I got the runaround and I still have not received my $20 I.was talk to so disrespectful as if I had something to steal from them. I showed them my bank online account shows I was charge $61 pending it did not matter They still did not want to help me.

  Business Response

  Date: 08/31/2022

  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:08/31/2022

  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.

  Kroger locked my Kroger account(*********************) without any explanation.
  
  They're offering promotion fuel points for gift purchase and since I'm a truck driver who need tons of gas each month, I went to purchase a lot of gift cards in person at Kroger and gained a lot fuel points in my Kroger account that are ready to be used.
  
  However, I found out Kroger locked my account and stop me from using my fuel points without any explanation, I've tried to contact them 5+ times, but no one said anything useful.
  
  I'm super frustrating about Kroger's irresponsibility and lack of communication, as their loyal customer and also a veteran, I need someone from Kroger to contact as soon as possible about my case.

  Business Response

  Date: 08/31/2022

  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.   Your feedback and your patronage are greatly appreciated.  The customer comments were shared with Senior Leadership.  We appreciate the assistance of the BBB. Respectfully, We appreciate the customer's comments. We have addressed their concerns and have nothing further to add.

  Regards,
  Kroger Co.

  Customer Answer

  Date: 08/31/2022

  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.
  
  
  

  Kroger has told me they will have someone else to contact me but it's been weeks, nobody is taking care of my issue, and they're using the same words here. I really don't believe it. 

   

   

  Regards,
  
  
  
  *** ***
  
  

  Business Response

  Date: 09/01/2022

  We appreciate the customer's comments. At this time we have addressed their concerns and have nothing further to add.

  Regards,
  Kroger Co.
  

• Initial Complaint

  Date:08/29/2022

  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 8/27/22 at approximately 10:25am, I approached the pharmacy at **** * ****** *** ****** ** *****. I then did as I had done numerous times; I gave my name, date of birth and my medication request. The man working informed me that the med wasn’t ready due to lack of quantity. I stated that I had earlier in the week been told it’s was ready; at this point the man’s attitude flipped. He said; “it’s not ready because you said you didn’t want it” I said I did no such thing. He then hit his hand on the counter, and said; “you stood at the window and said you didn’t want this med.” someone came over in an effort to calm the man, and showed him where he had spoke in error. Then one tech after another approached offering no apology and shouting there threats of calling security and refusing to process my med request. I then asked for my son’s meds for which he need for his blood pressure. The pharmacist never came over to defuse or get a handle on her workers. I stood there waiting for my son’s meds., finally the pharmacist came over asked my name and my son name. I thought she was going to give it to me but, she called me to the side and told me that I wouldn’t be given my son’s meds. and I could go to another pharmacy. I was forced to go immediately to another pharmacy due to the fact that my son needed his meds asap. In addition when the new pharmacist called for the transfer she didn’t send the one med he needed. This whole experience I’ve written briefly about was very embarrassing Intimidating, and stressful. I think that doing something I’ve done so often would turn out to be such an open humiliation experience. This whole ordeal has cost me stress, money , time and possible issues health wise to my son.I was spoke down to like a child. The pharmacist told to shut up if I wanted to know why she didn’t send my son’s med or she would hang up and when she was done talking she hung up. There are laws and policies in place that prevents this behavior. I was degraded.

  Business Response

  Date: 09/08/2022

  We have reached out via phone and email to Mrs. Jordan and have not been able to reach her.

  Our company prides itself on offering excellent customer service. We expect our employees to be attentive, conduct themselves in a professional manner and treat our customers with respect at all times. We are committed to providing you with the most enjoyable experience possible. Your comments provide us the opportunity to evaluate, address and provide coaching as a learning experience for our employees. Thank you for bringing this to our attention. We want to assure you this will be addressed further with our Senior Leadership. 

  Regards,
  Kroger Co.
  

  Customer Answer

  Date: 09/08/2022

  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,

   

  Please review the attachment. I’ve included the o e email sent by Ms. Morgan G****, you will see that I I replied to her email in a timely manor. You can also listen to her voice mail, for which she called from an unknown number and didn’t leave a call back number. My concern is that this company has no problem with its employees no being honest; which is what started this entire process.
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  Regarding Case #********
  
  On Friday August 12, a delivery order was placed by me initially for 3 item that totaled $24.72. That amount was then charged to my visa debit card. The shopper shopped, fulfilled my order, & delivered it to my home. Approximately 30 minutes later, I received an email from Kroger.com with my "final receipt". Simultaneously I received an alert for 2 additional charges to the same visa debit card that I originally ordered with for $64.31 & $26.72 plus the additional $2 tip for a total of $91.03.
  
  When I reviewed this final receipt that was emailed to me, I noticed it was NOT for the original 3 items that I ordered. But was for 38 items that total $91.03. I did NOT order ANY of the items that was in that "final receipt". Basically, the Kroger shopper had applied someone else's order to my card. I immediately called Kroger.com's customer service and notified them of this error and they gave me case #******** and stated that my refund had been issued. But it would take some days to receive it back into my account.
  
  On Friday August 19, 2022 I called back to Kroger's customer service as I still had yet to receive my refund. I was then told, that although I was told the previous week that my refund had been issued. They had NOT processed and issued my refund. And that it would take 10 DAYS for them to even issue my money back despite them acknowledging that this was an error ON THEIR PART and that their "shopper" i.e. employee, had basically committed fraud by intentionally charging an order of items that I DID NOT order to my card.
  
  As of today, August 25, 2022, I still have yet to receive my $91.03 back from Kroger.com. THIS IS BEYOND UNACCEPTABLE!!! I did nothing wrong, their employee did. And I should not have to wait DAYS for them to release my money back when they know this was not an order that I placed. They did not take days to charge me therefore it is not right that I have been waiting all this time & still have not received my funds.

  Business Response

  Date: 08/30/2022

  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: 08/30/2022

  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.

  This has NOT resolved my complaint as I still have yet to receive the refund of $91.03 that was charged to my card fraudulently. The response sent by the business was only that they've forwarded my complaint to upper management. Nothing was stated about my money being returned. Therefore this is not a resolution to my complaint and this is unacceptable.
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 09/07/2022

  The customer 's concern was submitted and has been resolved.  

  Regards,
  Kroger Co.

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  

  Kroger FINALLY issued my refund a couple of days ago. So my issue with them is now resolved. They did not actually RESPOND but they finally did what they were supposed to do when I immediately notified them of the fraudulent activity that had been done to my card. So this is still highly unacceptable that they made me wait more than 10 DAYS to receive my money back.
  

  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:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was subscribed to Kroger's Boost program. I placed a delivery order on 8/21/2022 (order number *******************) on the Kroger app and it was to be fulfilled by *********. The ********* shopper bought a item for herself with my money. I reported the theft to Kroger; I was told that I would receive a refund and that the shopper would be reported. I've canceled and received a refund for the Boost membership, but not the item. The ********* shopper was also not reported. I want a refund and to report Kroger for its failure to protect its customers.

  Business Response

  Date: 08/29/2022

  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.