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.

If you've experienced an issue

Submit a Complaint

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:08/14/2022
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.
Kroger gas pumps at the company's *** ** ***** ****. location in ********** *****, are constantly broken down and not working properly. Today, I used one of the pumps to purchase gasoline and after the sale, the display once again indicated that the printer had "failed' and I had to go to the clerk at the "window" to get a receipt. Only, today, there was NO Kroger employee at the window, just a handwritten-note indicating that no one was available.

I have filed complaints regarding this issue to Kroger's website. I always receive a response promising that the receipt printers will be repaired, but they never are. Today, I had to take a picture of the pumps's display as my only record of my purchase, there.
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. We appreciate your concern. 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. I've documented the customer's concern and notified our Upper Management Team.
Regards,
Kroger Co.
Customer Answer
Date: 08/22/2022
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 problem has been in effect for over a year and has not been corrected

Regards,

***** *****
Initial Complaint
Date:08/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was denied the right to use my digital healthy benefits card because the physical card was expired. A manager never came to speak with me I even called the corporate office and asked to about this issue and waited for almost an hour to be told that nothing would be done. And the manager still did not come and speak to me or give me an explanation as to why he refused to take the digital card. Lonell B******* never attempted to speak with me he sent an employee named Tonya to speak with me after corporate made it clear that a manger needed to come out since I had been waiting. My mother is ill and I had just worked a 12 hr shift and this was beyond frustrating and unnecessary to go through. Life is already difficult enough and to be denied benefits that are owed to you is horrible. I still want to speak with Mr. B******* about this matter.

*** * ********** ******** ** *****
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, 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: 09/06/2022
We appreciate the customer's patience and understanding. Currently, the customer concern is still under review by Upper Management. Once the review is completed, we will follow-up.
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.

No issue has been resolved. I keep getting responses saying it will be handled. It doesn’t seem that the store or corporation is concerned with my complaint.

Regards,

****** ********

Business Response
Date: 03/24/2023
Complaint ID ******** ********* ******
Response:
The customer will need to contact the phone number listed on the back of the card provider.

Regards,
Kroger Co.

Customer Answer
Date: 03/28/2023
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 on the phone with them on the store and your manager still did not come out or respond. Thank you for this trash response months later. You suck!

Regards,

****** ********

Business Response
Date: 03/31/2023
Please be aware expired Healthy Food Cards or Credit/Debit Credit Cards are NOT accepted. We are committed to providing you with the most enjoyable shopping experience possible and your comments provide us the opportunity to evaluate, address, and correct our processes if necessary. At this time, this is what's in place and we do ask all of our customers that wish to participate in purchasing groceries in our stores abide by these rules and regulations. Upon review, I see The Kroger Co. reached out to the customer on three occasions without a response from the customer.

Your feedback and your patronage are greatly appreciated. The customer comments were shared with Senior Leadership. Please note that this policy is our most current; however it is subject to change without notice. At this time we have addressed their concerns and have nothing further to add.

Regards,

Kroger Co.
Customer Answer
Date: 03/31/2023

You all are just trying to cover up what you did. Nowhere in my complaint was my card expired. Your store refused to accept my digital card from the Healthy Benefits app. I explained all of that in detail from my complaint that you CLEARLY did not read. It is pointless to waste my time responding to your email when you clearly do not care and only want the complaint removed because if it’s racial undertones. Please do better as a JEWISH owned store very close to a BLACK COMMUNITY. The message this store is sending is you don’t want the government assistance families to come into your store from the community that you inadvertently serve.

Regards,

****** ********
Initial Complaint
Date:08/12/2022
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.
On August 10th 2022 I placed a order for delivery on Kroger website . My delivery driver left it at the wrong house . I called to get it cancelled since I never received the order and the rep told me it was going to be cancel and I will be issue a refund . Today is August 12 I called back and was told no refund was submitted and that I had to speak to a refund specialist. Than the call I was on got hung up . I called back several time and each time I’m getting the run around with disconnected calls and silent hold every time I ask to speak to a supervisor.
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: 08/22/2022
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.

Regards,

******* *******
Initial Complaint
Date:08/12/2022
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’ve been trying to load credits in my safe but can’t. I purchased several credits and none works. How can I resolve this issue. Please and thanks.
Business Response
Date: 08/23/2022
Thank you for contacting The Kroger Executive Office. Please elaborate on your concern. We need more information in order to review your concern. Once reviewed, we will follow-up with you on this matter.
Regards,
Kroger Co.
Initial Complaint
Date:08/10/2022
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.
Came in Kroger on 8/10/22 and purchased Deli/Items at 12:10pm all with manager yellow special stickers with a sell by 8/11/22 as follow:

Boneless wings $4.49
Popcorn chicken $3.29 x 2
Rotisserie chicken wings $2.99 x 2
Baked Chicken $5.39

Totaling $22.44

We came home and warmed up chicken, and I noticed baked chicken and popcorn had a funny taste and when my partner ate it , he promptly got sick and ran into the bathroom and threw up. I called Kroger around 1 pm, ###-###-####, and transferred to Deli/Bakery department who I was told to call corporate. Called corporate, ###-###-####, and spoke to Michelle (***** ********) who stated a refund request would be be put in with Kroger credit, ###-###-####, and was put on hood for call to be disconnected. Called credit and they said I would have to take food back for to get a refund which I replied it’s was a food item that was purchased that day and half thrown out to being bad. I promptly stated a report would be put in for all the run around for all departments the store, store bakery, customer service, and credit.
Business Response
Date: 08/18/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.
Regards,
Kroger Co.
Customer Answer
Date: 08/23/2022
****** ******** *******

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

***** ***** ***
Initial Complaint
Date:08/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased a store delivery membership. I went to use it one time and there was nothing available according to the website so I decided to go into the store and everything was there. The second time I used it, I was sure to check the boxes for no replacements. The shopper not only replaced items, she replaced them with outrageous priced items. So I contacted the store immediately and they said they would offer me a store credit. I also told them I wanted this Boost Membership refunded because I was not going to be shopping with shoppers that switch to more expensive items without consent. I shop online with Amazon and never is there an issue of nothing being in stock or them replacing anything with higher prices. We are on a budget. They wanted me to confirm that I wanted my boost membership canceled and I told them yes, but never did they refund my money. I contacted them also because there was never a store credit and they said it was used in **. So she told me to change my phone number, I don't have another number. She said to add my birthday at the end, I did that and she came back and said that number was in use. So now my account isn't even secure. I said to remove the number and she said no, I have to have a number. Okay, then...I want my refund of $79 to be refunded to my card and my refund for over priced purchased sent to me and not put on my card. Case #******** This has been going on since 06/08/2022 with no resolution.
Business Response
Date: 08/31/2022
Thank you for contacting the Kroger Executive Office. Per the request of the customer, the boost program was cancelled on 8/31/22. Upon review, I also, see the customer received a refund for the non approved substituted items The customer's concern has been resolved.
Regards,
Kroger Co.
Initial Complaint
Date:08/05/2022
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.
Promised $15 off first delivery order of $35 (excluding liquor). Original receipt gave discount; but, final receipt excluded it. The amount does not include misc. charges such as delivery etc.

Per hone call on 8/2/22 was assured $15 credit would be given on my credit card.

Per credit card information, credit of $15 was reinstated ; but, another charge was added to make the total approximately the same as before.

Per phone call on 8/5/22 Kroger rep. refused to help claiming credit can only be applied to loyalty card (that I don't have) and not to my credit card.

Agent was rude and uncompromising.

Order no. *******************
Order Date 8/1/22.
Delivery Date 8/2/22.
Customer Answer
Date: 08/08/2022
Please resolve issue - it is a matter of principle.
Business Response
Date: 08/22/2022
Thank you for contacting the Kroger Executive Office. The request was received successfully. A token of our appreciation was added to your shopper's card. I apologize for any inconvenience. The credit can be redeem on your next instore purchase or online order. We operate with honesty and integrity, and it is not our intention to confuse or frustrate our customers in any way. We appreciate the assistance of the BBB in this matter and we respectfully request that the BBB close this contact.

Regards,
Kroger Co.
Customer Answer
Date: 08/22/2022
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:08/05/2022
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 am currently a federal employee stationed overseas at the US Embassy in ******, ***********. In April 2022, while in ******, I received an email from Kroger advising me that my order was complete. Curious, I opened my Kroger app and noted that a pickup order for groceries totaling $367.55 had just been completed at a Kroger in *******, ***. Not me! I immediately changed my password in the Kroger app and contacted Kroger Customer Service. I was connected to their fraud department, and I described the incident. They documented my information and advised me that the method of payment was my Kroger Rewards Debit Card, which I had obtained from Kroger years before. The rewards debit card is linked to my checking account. I was provided instructions to cancel that account, which I did immediately.

I contacted my bank and a debit in the amount of $367.55 had cleared. I contested it as fraud, and after an investigation, my bank agreed that I had not made the purchase. They refunded my money, which essentially reversed the debit to Kroger.

Soon after, I received a letter from Kroger advising that the debit had been reversed, and they requested the $367.55. I replied with the fraud information, and advised that I had filed a fraud report with Kroger.

On August 2, 2022, and I noticed a $367.55 check payment in my checking account. When I opened the check, it was a check to Kroger, with a statement payable to "Kroger as authorized signatory for *******, ******". I did not endorse, authorize, or approve of this transaction. I notified my bank, who told me that the remote check payment was initiated by Kroger, and obviously using my checking account and routing number that they had on file from my Kroger Rewards Debit Card. I contacted Kroger thru their online email/complaint process. I have had no response since I emailed them more than 72 hours ago.
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: 08/17/2022
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.

- There is no resolution, just a message that the information will be reviewed. I will continue to reject until there is a resolution to this issue.

Regards,

****** *******

Business Response
Date: 08/26/2022
In this case, the customer will need to fill this out and send back the following two attachments. The information that he needs to send back is on these two forms and it also shows where he would need to send them back to.
Regards,
Kroger Co.
Customer Answer
Date: 08/26/2022
I received the attached email from Kroger on August 12, 2022. I replied with the notarized form on August 24, 2022. Note, that in the email Kroger requested ONE (1) form to be completed. In the BBB response, they ask for TWO (2) forms to be completed. I fulfilled the request as stated in the August 12 email from Kroger. I am still waiting for adjudication. Attached is the email from Kroger of Aug 12, and my response (affidavit, and 2 unauthorized check ACH transactions). NOTE - this began with someone fraudulently using my online Kroger account to order $367.55 worth of groceries. I reported this fraud to Kroger, who took no action. I reported this fraud to my bank, who reversed the charge and returned $367.55 to my bank. Kroger then requested the $367.55 and charged me a $25 fee for a returned transaction. I advised Kroger that the original charge was fraud. Months later, Kroger turned this charge over to a collection agency and in the process, KROGER PROVIDED MY BANK ACCOUNT INFORMATION TO THE COLLECTION AGENCY. The collection agency then withdrew $367.55 and $25 from my account without my knowledge, approval, or authorization. According to my bank, this action is illegal. I have done every action Kroger has requested - filed an original fraud report, responded to the original request to pay, and now completed the affidavit. I expect Kroger to return my money.
Business Response
Date: 08/30/2022
I apologize for any inconvenience caused. The customer should receive a refund within 7 to 10 business days.
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.

Regards,

****** *******

I will consider this matter resolved when my funds are returned to me, not before.
Customer Answer
Date: 09/01/2022
Kroger has advised that I should receive reimbursement in 7-10 working days. Can Kroger please advise how they plan to do this? The checking account previously associated with my Kroger transactions has been closed. If Kroger wishes to arrange repayment, they will need to coordinate with me to do so.
Business Response
Date: 09/02/2022
The customer will not be receiving a refund for the following issue.

The bank pulled back the funds from this ACH transaction when they returned it as unpaid. Since Kroger no longer has those funds we would not be able to provide a refund but the customer should have received that credit from the bank after they reversed those funds back from Kroger. Since this was a returned ACH this transaction went through our collection process and letters were sent in an attempt to collect the outstanding debt but we have since received fraud documentation and have stopped all collections for this debt.

Regards,

Kroger Co.

Customer Answer
Date: 09/02/2022
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,

****** *******

Interesting. Just a few days ago, Kroger advised they would refund my money in 7-10 business days. Now they say they cannot refund my money. Why? The sequence of events is simple - a fraudulent transaction occurred when someone used my Kroger account to purchase groceries. I immediately contacted Kroger, who took no action. I notified my bank, who reversed the charge. The money was returned to my account. Kroger then sent me a request to pay them although I had repeatedly advised Kroger that the original charge was fraudulent. Kroger then turned over the unpaid bill to a collection agency - KROGER FORWARDED A FRAUDULENT TRANSACTION TO A COLLECTION AGENCY - and in the process provided that collection agency my bank account number and routing number. The collection agency then used my account number to directly withdraw the money from my account, but withdrawal was NOT in the name of the collection agency, it was in the name of KROGER. Kroger now claims they cannot return my money. This response is unacceptable. The withdrawal of money from my account was not authorized. The action is downright criminal. I did all the right things, and Kroger, a multi-million dollar company, says "we can do nothing." This is shameful behavior.
Initial Complaint
Date:08/03/2022
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 shared the following complaint on ******* but am disappointed that this is being treated as a customer service issue with the Social support putting the onus of fixing Fred Meyer's problems on the customer. I hope Kroger takes note of this mistake and fixes billing without making me do all the work for free for the company.

For my in-store purchase 7*************-**************** I was charged sales tax of 10 cents even though my entire purchase was food/grocery which is not taxed. I think the reason for the 0.99 cent worth of produce which seems to be coded incorrectly as not a purchase. Can you assist please since it is not worth driving back to the store for 10 cents? Alternate ID is **********
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: 08/30/2022
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:08/03/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order #***************** on 4/23/22 in the amount of $46.97. Before the item could be delivered, I contacted Kroger and informed them that I would be moving and would not receive the item in time before I move, and would like to cancel the order and receive a refund. The representative informed me that before Kroger could process the refund, the item would need to be delivered, at which point I could discard, refuse, or return the item. Then, I could contact Kroger and receive a refund. I was provided with case #********. Upon delivery the item was refused (I have attached a copy of the postal tracking history). On 5/25/22 I contacted Kroger and provided my case number and requested a refund. I was provided with refund #********. I never received a refund, so on 7/5/22 I contacted Kroger again and inquired about the status of my refund. The first representative told me I needed to contact the third-party seller involved and request my refund. I explained to her that this was not told to me when I first contacted Kroger nor when I called the second time. More importantly, I asked her why a refund was processed by Kroger if I needed to contact a third-party seller. I then spoke with a supervisor. I explained to her that Kroger was supposed to issue the refund, which she agreed with. She said she would escalate my case, and someone would call me back. On 7//6/22, I still had not received a callback or refund, so I contacted Kroger again and spoke to a representative and a supervisor who gave me the same responses as above. I would like a refund from Kroger as promised. If Kroger is stating that a third-party seller is responsible for the refund, why did Kroger process a refund on 5/25/22? They have issued a $15 store credit for the inconvenience, however I am still waiting for the refund/response. My credit card information has changed since this purchase so Kroger will need to contact me before issuing a refund. Thank you!
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.

Regards,

******* ********
Customer Answer
Date: 09/01/2022
Effective today this matter has been resolved. I have received a refund from the business. I am satisfied and accept their response. I wish to close this claim. Thank you for your help.

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The Kroger Company is NOT a BBB Accredited Business.