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

1,597 total complaints in the last 3 years.
547 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:08/26/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for grocery delivery on Sunday, August 21 2022. An item was charged to my account (ground beef) for $8.99 that I did not order or approve. I contacted Kroger Customer service who said they would credit my account in the amount of $15. I placed another order tonight, Friday August 26 and the credit has not been placed on my account. This is a recurring problem with Kroger delivery. There have been numerous orders with over charges and being charged for things I did not order and Kroger is not resolving the issues. I am tired of being ripped off and taken advantage of by this company.
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.
Customer Answer
Date: 08/29/2022
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:08/26/2022
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.
Good day. I have attempted to resolve this matter by Speaking with Steve, the store manager and Justin the manager to no avail. I visited the store on 07/29; at 12:14 pm. My VIC number is *** *** ****. My order total was ******. I purchased produce, meats, cheese and another dairy product. After no less than 2 days, I noticed that the cheese had mold on it , the milk smelled off , the milk also did not smell fresh and the chicken once cooked did not smell fresh. I did not open the other lunch meat and cheese products, frightened that they may be bad, also. I called the Harris Teeter Contact line. Steve, the manager, reached back out to me in about 3 business days. I explained the matter and asked that a refund be granted for any refrigerated items, because I did not want to take the chance posing a health risk. Steve advised that this could not be done over the phone even though he had my transaction specifics and VIC card number. I explained that I was about an hour away. I have a loved one that lived closer to that store that I offered to purchase some things for. It is an inconvenience for me to drive an hour to get a refund processed. I also asked about a gift card. Steve mentioned that one will be left at the register. On the week of August 16, I called before venturing back to the store and spoke to Justin, a manager. He advised that Steve left $5 (five dollars on a gift card for me)! I am requesting a refund of all my refrigerated items and a gift card of a realistic amount for my inconvenience , no less than $50.
Thank you,
*** ******
* * *** *** ***** ******* ** ***** ###-###-####
Business Response
Date: 09/08/2022
Your comments were shared with our Senior Leadership and Store Management team. 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. Please provide me your 12-digit Kroger Plus Card number.
Once we receive this information, we will follow-up.
Regards,
Kroger Co.
Customer Answer
Date: 09/21/2022
REsponse to business. My Kroger number is *** *** ****. Thanks.
Business Response
Date: 09/26/2022
Upon review, I see the customer 's concern was submitted and has been resolved.
Regards,
Kroger Co.
Customer Answer
Date: 09/27/2022
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:08/23/2022
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.
Made purchase on 8/2/22 at the Kroger in ***** **. It had substitutions for items that I had ordered. I was overcharged for the substitutions. In addition, I was not given part of my coupons. I was overcharged a total of $37.54.

I called KCRC on 8/2/22 and was told that a credit would be issued to my credit card within 7-10 days. I was given reference #********. As of 8/23/22, the credit still has not been issued. I called again, and was told that the credit had not been issued and that it would be resent to the Accounting Department and would take an additional 3-5 business days for the credit.

I would like to have this immediately returned to my credit card. Also, I would like to have Kroger update their policy on returning funds. It should not take this long to return money to customers. I would also like for them to review their computer systems for their online orders as I've been told by Kroger staff that their systems are old and they cannot do a lot of things with them, including printing receipts, deleting items without the system freezing up (that requires a 20 minute reboot), and sending out messages in a timely manner (I have been receiving non-available order items texts while in line to pick up my order - if I don't want the substitutions, it can cause the system to freeze up, causing me to have to wait for almost an hour for my pickup order (7:55pm - 8:45pm without knowing what was going on, like I did this evening 8/23/22. Before having to go inside to cancel and ask for a refund to my cards.) My EBT was instantly credited, my **** for $35.69 was not. I will also not receive my coupons back ($68.08).
So, Kroger actually owes me $73.23 back on my **** card plus at least a portion of the $68.08 that I lost in savings from the coupons, total of $141.31
Business Response
Date: 08/26/2022
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: 08/28/2022
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.
It was a generic statement saying they would follow up on it. There has been no action actually taken.

Regards,

**** *****

Business Response
Date: 09/07/2022
The customer was only charged once, The customer received a refund twice and because she was refunded twice another charge was processed in the same amount as of 08/01/22. The customer is not owed another refund.
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.
I was overcharged on two separate occasions. Once on 8/1 for $37.54 and once on 8/23 for $35.69. These amounts don't include the loss of coupons that I couldn't re-use or the 2 hours of time I wasted on 8/23 while the computer "re-booted" and I had to deal with the mess it created. Or the almost 4 weeks (and multiple phone calls) it took to get my refund from the 8/1 overcharge.
I used to love shopping at Kroger. Have been a valued customer for over 30 years. Would like to get this worked out.
Regards,

**** *****
Initial Complaint
Date:08/23/2022
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 placed in online order for delivery on 8/12/2022. I never received my groceries. I called Kroger connect customer service to speak to a supervisor and I was advised they contacted (Intacart) who makes there delivers and they could not get in contact with the driver. The supervisor did advise me this was her third phone call from a customer not receiving their groceries that morning. I was advised I would receive a full refund within 7 days I have not received my refund and it has been ample time to be credited back to my bank account.
Business Response
Date: 08/25/2022
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: 08/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and I will allow them time to come up with a solution. This has happened several times using the third party Instacart to driver my groceries. It’s uncomfortable and unsettling I had to feed my family and had no groceries and the money was on hold from my bank account. I’m very disappointed in Kroger.

Regards,

****** ****
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.

Regards,

****** ****

Hello, I did not mean to choose the "accept" option. This complaint is NOT resolved since I have yet to receive a refund. Please contact Kroger and find out what is going on. Thank you.
Business Response
Date: 09/01/2022
The customer received a refund as of 08/23/2022. 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:08/22/2022
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 Sunday 8/21/22, I had a fever, severe congestion, a clogged ear with gut wrenching pain. I was in no shape to be driving or out in public with potentially being contagious. My mother went to Kroger to get me some supplies to aid my illness. One of these items was ear drops. My mother has dementia and other disabilities. Shopping is much more difficult for her than the average person.

She asked someone at the pharmacy if they had ear drops. She was told "no" and not offered any further assistance. After finding this out, I checked the website for this particular store and it showed that they do indeed have these in stock and even available for pickup. So I ended up going to Walgreens and getting these myself which was a major inconvenience.

This was very disappointing so I felt obligated to call and find out why this happened. I called the Kroger ***** ****** **** **** and spoke with a Mgr. on Duty name Larry. I tried to explain this to Larry. He said he would check to see if they have them. I explained that it shows they have them in stock online. He kept trying to cut me short and said I'll check and would not listen. After a few of these instances, I asked him if he cared and if this is how they treat customers. He immediately got angry and snippy with me and hung up!

After this, I contacted Kroger's main customer service line. I spoke with a woman named Chabli. She took down my information. I asked her If someone was going to call me to follow up. She didn't know and told me I could call back and check and gave me a complaint id number. Another major inconvenience!!!

My disabled mother was lied to by Kroger staff. I call to find out why she was treated so poorly. My family and I frequently shop this Kroger and this is unacceptable on all levels.
Business Response
Date: 08/24/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. It is not our intention to frustrate or upset our customers. We appreciate you contacting us regarding the poor service you received at your local store pharmacy and management team. Our company prides itself on offering excellent customer service. We expect our employees to conduct themselves in an attentive professional friendly manner and treat our customers with respect at all times. We are committed to providing you with the most enjoyable shopping 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 the Pharmacy Manager and Senior Leadership.
Regards,
Kroger Co.
Initial Complaint
Date:08/22/2022
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am questioning my purchase of the Boost membership for free delivery. On my most recent purchases, both times the shopper was unable to find the # of items in order to unlock savings (i.e. must buy 4, etc).

On 8/13/2022, Order #*******************
The ******** ***** ****** purchased should have been on sale for $1.89 each. Because the right sized (27 oz), was not available, the shopper chose the 16.8oz version, and each box was $5.49.

I should be credited $10.80 for this order.
_____________________________________
On 8/14/2022, Order #*******************

Fry's had an offer of $1.99 when you buy 4 of ******* and ******** ***** Dip.
Because the 1 of the ***** Dips was not in stock, this caused each item to be charged at full price; ******* x2 - $4.99, ******** ***** Dip - $4.99. The total charge for the 3 items should have been $1.99 each, meaning I was overcharged $9.

Also, for some reason there was a substitution for one of my items for a ********. Nothing I purchased was even similar to a ********, and this ******** was not received. I imagine the seller decided to purchase themselves a drink on my order. This was $1.99

The total credit I would like is $10.80 + $9.00 + $1.99 = Total of $21.79

Thank you, and I hope Fry's is able to solve for these challenges in the future, as this limits my willingness to purchase any items that are part of a "must buy 4, etc).

- **** *******
Business Response
Date: 08/24/2022
Thank you for contacting the Kroger Executive Office. The customer concern has been resolved.
Regards,
Kroger Co.
Customer Answer
Date: 08/24/2022
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.
- No one has made contact with me. I do not know how the issue has been resolved without any communication.

Regards,

******** *******
Initial Complaint
Date:08/19/2022
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 bought organic chicken tenders for my 9 months old boy on Aug 9 at 5:00 pm and next morning while cooking I found it expired on Aug 1st! I contacted the store the store, they said sorry, gave me a refund and offered free chicken which I didn’t accept the free chicken as this isn’t the first time Ralf sell expired product, before I had molded organic sweet potato and I contacted the head office and I filed a complaint ( still have the email of the claim) , 4 weeks ago I got Gerber food and was expired and I through it away it is as just $1.19. So now after selling the organic fresh expired chicken for 10 days, I need to file a claim out of Ralf head office as this shouldn’t happen to any other customer, as if I didn’t check the date and my son ate these tenders he might end up in a hospital! Ralf stores need to be check by health dep or whoever responsible for food freshness in supermarket. The fresh chicken tender was expired for 10 days and they still sell it as fresh! Please you got to help us as customers from eating bad food specially if it’s for babies
Business Response
Date: 08/24/2022
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:08/18/2022
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.
We were doing the pick-up from Kroger on ****** ** in ******* **. The last 7 or 8 months, they forgotten several bins of our items, the have squished our bread products, given us nasty looking foods, over charged for products & just plain didn’t give us everything that we ordered. Was told I would receive a $31 refund to my food card it’s been well over 30 days & still haven’t received refund. Done dealing with employees that don’t know what they are doing plus some of them are extremely rude. I called corporate office & keep getting the runaround. I would be happy with a check sent to me … here is my case number ********. Was told it was refunded to food card .. I have to call the food card with an adjustment number which is ******** but I can’t contact food card to give adj code to … so we are without that $31. Will not be purchasing anything more from Kroger. I believe for all the hassle & stupidity on their part we should get at least a $50 check in the mail. I don’t want to talk to anyone from that store again.
Business Response
Date: 08/23/2022
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: 08/23/2022
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: 09/01/2022
The customer was refunded back to her original method of payment card as of 07/20/2022 in the amount of $31.00. Different payment methods can take up to 30 days. That would have been on 08/20/22 but if the customer does not received additional payments on their card until 09/01/2022 or later she will not see that refund until then. If she does not see it by then she will need to contact the company or case manager. 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:08/17/2022
Type:Service or Repair 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 went through the self checkout, my at the Kroger at *** **** ****** ** **** ****** **. My total was $25.09, I paid $40.10. The machine gave me .01 back but no bills. I informed the employee and she said they have problems with it being delayed but I looked within a minute and nothing was sticking out. They then allowed customers to use the checkout before I even removed my purchase and before they could check my issue out. It appears my change was spit out for the next customer and since they got it they wouldn't give me my change. The manager basically said it's my problem even though their machine defaulted. I called corporate and they said it's the store manager's responsibility, then pit me on hold and hung up after a few minutes
Business Response
Date: 08/22/2022
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: 08/25/2022
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: 09/02/2022
We've notified the Store Manager of this customer's concern. We apologize for any inconvenience caused.
A token of appreciation was added to the customer's shopper's card. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane or automatically will redeem on your next online order once the order it picked up. Please remind the cashier at the beginning of the transaction that there is a credit on the card. Also, keep in mind that anyone else in your household who may share this account with you will also have access to this credit.
Please do not hesitate to contact us if you have further comments or concerns. Thank you for your patronage and have a wonderful day. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
Regards,
Kroger Co.
Customer Answer
Date: 09/03/2022
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:08/15/2022
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.
Order Number: ******************* placed on 8/9 for delivery. Call customer service because the order was not received but mark delivered. Spoke to Peyton and was told refund will be submitted. Reference ********. Issue is that I am not going to wait 7-10 business days for a refund to be process by the company. They are using the COVID pandemic as excuse to take longer but our country is good now for the most part. Resolution I want is my money to refunded NOW! Total cost to me is 170.98,
Business Response
Date: 08/16/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
Regards,
Kroger Co.
Customer Answer
Date: 08/16/2022
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.
-The compliant is not resolved. The response from the business says they’re looking into it and it’s not solved!

Regards,

***** ******

Business Response
Date: 08/26/2022
The refund was submitted. The customer should see that refund within 3-5 business days.
Regards,
Kroger Co.

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The Kroger Company is NOT a BBB Accredited Business.