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.
548 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:07/27/2022
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 signed up for Kroger boost delivery service approximately two months ago which guarantee delivery in under two hours for orders over $35 within the delivery area. As my home was in the area I chose to pay the $100 for one year of this service and have used it multiple times. Today when placing my order on the application rather than defaulting to the within two hour delivery it forced me to select a time slot as soonest one being eight hours away. I have reached out to Kroger‘s and they initially insisted that the promise was “in as soon as two hours“ which was not true (and they know that). They have in fact change the wording to the promotion however when I signed up and paid my $100 this was not the promise. I have the chat transcript and will gladly provide it. it’s false advertising and deceptive. their unwillingness to admit that this change occurred after we agreed upon a service is incredibly frustrating. not to mention we have three young children, I work night shift and we will not be getting groceries to cook dinner tonight.
Business Response
Date: 03/29/2023

Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, I see the customer is still utilizing the services quite often and receives a no fee delivery as recent as 03/18/23 but the Boost Membership was not canceled or refunded.

Regards,

Kroger Co.
Initial Complaint
Date:07/25/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an organic, natural household product for cleaning toilets. The squirt top leaked from day 1. I still tried to use it, and after I "squirted" it in the toilet bowl, I sat the bottle down on the bathroom vanity while I scrubbed. When I removed the bottle there was a stain in the shape of the bottle on my new vanity. I have contacted Kroger every week for 2 months, and each time they sy they are escalating it, but they are obviously just blowing me off.
Customer Answer
Date: 08/09/2022
Thankyou for your letter requesting that I provide a copy of my receipt and the store location where I purchased the item that has damaged my bathroom vanity.

I have a couple of issues-

The letter arrived on a Friday, and with the post office the way it is, it is doubtful that anything I send by post would arrive within the 7 day time frame you allowed me,

So thank you for including your email address and phone number.

And I will never find that receipt. It is in the trash with all my other Kroger grocery store receipts.

BUT I usually only shop at the Kroger located in ********** ******** at **** ****** *******, ********** ** *****, and my complaint is not about the Kroger store,

Its about a Kroger brand product. Its about the Simple Truth toilet cleaner that had a leaky squirt nozzle and when I set it down after pouring it in the bowl so that I could scrub

the bowl, it left a stain on my new vanity that will not come out.
I have tried to get Kroger to find out how to get this stain off, or to send someone to do it, but they keep politely putting me off, saying they will get back to me.
I’ve called them weekly for a couple months with no results.

The case # they gave me is #********.

This was a new vanity in a rarely used guest bathroom, and it makes me sick to see this stain from a cleaning product, where before it was in perfect condition.

Thankyou,

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

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

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

Mobile ph ###-###-####

Email *********************
Business Response
Date: 03/24/2023
Complaint ID: ******** ******** *******
Response:
The customer’s issue was reviewed and resolved by our Risk Management Team.

Regards,
Kroger Co.
Initial Complaint
Date:07/23/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have complained to this location in ***** **** ******* numerous times about the rudeness of their employees and there lack of checkout lanes. They have not responded to a single one of my complaints. There are lines wrapped down the side of the store, people are expected to do checkout for large multi cart orders in self checkout. The employees are especially rude to customers. I have never once seen a manager come down from their high perch to help with checkout or bagging. Till this point my complaints have gone unheard and nothing has changed for months. I feel this is a management problem within the store. My latest incident was with a self checkout employee that looks like Santa clause refused to help me with numerous problems I had trying to checkout a large multi art order through self checkout after waiting over a hour in line. I under stand your job may be stressful but there is no reason for taking it out in the customers. I demand you make immediate changes to how this store is managed.
Business Response
Date: 08/12/2022
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: 08/12/2022
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: 08/25/2022
I apologize for the inconvenience caused. 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.
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.
This is a empty gesture that will result in no action taken. For this reason I must reject this response.

Regards,

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

Business Response
Date: 08/26/2022
We appreciate the customer's comments. At this time, we have addressed their concerns and have nothing further to add.
Regards,
Kroger Co.
Customer Answer
Date: 09/04/2022
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 have returned to the grocery store and confirmed the at none of the initially described concerns have been addressed

Regards,

******* *****
Initial Complaint
Date:07/22/2022
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.
** ******** nurse sent 2 prescriptions to Kroger pharmacy on ****** ******* Drive in ******** *** The pharmacy first told my son they never received them and I had to call the doctor. I called ** ********** nurse and she tried calling Kroger five different times before she ever got a answer. The pharmacy told Kroger they must have lost them and they needed to resend them. The nurse told the pharmacist that this had delayed me getting my prescriptions a long time and to fill them immediately. ** ****** ****** office also called in a prescription to have filled. Kroger again denied receiving it and the nurse contacted them and asked them to fill it. My son just went to pick up my prescriptions and he was told that it was entered into my profile. He asked why they had not been filled was told that if they were put on the profile they don't have any way of being notified that they are there. I have been delayed for at least two to three weeks trying to get my prescriptions.y son was told that they would be filled, but I have a lot of doubt they'll even get it right this time. I also feel that this needs to be made to the public as my son has made numerous trips and at least twenty people had been inline each time. Thanks
Business Response
Date: 03/24/2023
Complaint ID: ******** ****** *****
Response:
The customer was contacted by our Pharmacy Coordinator to address and resolve any outstanding issues.

Regards,
Kroger Co.
Initial Complaint
Date:07/21/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order for groceries on 7/14/2022. The online order was for $126.56 and an authorization was placed on my credit card for that amount. When the order was filled and delivered the total was only $118 which has been paid to Kroger from my credit card company. However, the $125.56 authorization is still outstanding on my credit card. I called the credit card company who said Kroger has to call them to release that authorization or they will hold the funds for 15 days. They said they needed them to call so they can confirm that is who calls them. I talked to 4 different people at Kroger customer service this morning who said they cannot call the credit card company. I live on a fixed income and need this authorization released immediately. PLEASE HELP!
Customer Answer
Date: 07/21/2022
Order dfate 7/14/2022
Order Number: ******************* (Final order that was paid by credit card company) The original authorization for $125.56 was not available.
Business Response
Date: 08/04/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review, The 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. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.
Regards,
Kroger Co.
Initial Complaint
Date:07/20/2022
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.
Last August of 2022 I reported through customer service 3 times that the curbside service at the Kroger in ****** ** had stopped using their mobile card readers for EBT transactions and were coming out to the vehicle and taking the EBT cards, writing down the customers PIN number and going inside to process the payment. They give me the option to pull up closer to their door while my 2 kids are in the back. I received a VM back from the customer service line who had just called the store and spoke with the store owner (no name) and stated they should be using their card readers and he would call back to follow up but he never did. I stopped using curbside and I know go to Publix only going to Kroger for a few items they don't have. I decided to use curbside again this past week thinking they cant still be doing this. Yep. The same female came out with her pad and paper asking me for my card and PIN. She stated she was the manager and she just stated "that's the way they have done this for 2 years". This is not true. They used a card reader when I first moved here from December 2020 through approximately the spring of 2021. There is no follow through with a resolution. I wonder how many peoples EBT cards have been duplicated and used by other parties. I also reported this to ******* Department of Family Services.
Business Response
Date: 08/05/2022
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: 08/05/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** *****
If I hit accept/reject business response this will close it. All they have said is they are acknowledging the concern and will follow up.

Business Response
Date: 03/24/2023
Complaint ID: ******** **** *****

Response:

Please be assured that our company prides itself on integrity and we value the customer's input. I apologize for any inconvenience caused. This customer's comments provide us the opportunity to evaluate, address and provide coaching as a learning experience for our employees. As of now, I would like to assure you all aspects of your concerns have been properly addressed as coaching and training has taken place. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. The customer comments were shared with our Senior Leadership and addressed.

Regards,

Kroger Co.
Customer Answer
Date: 04/02/2023
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.
You only gave a vague answer that could be the answer to any issue. Did not acknowledge or state a resolution to the actual issue given.

Regards,

**** *****
Initial Complaint
Date:07/17/2022
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.
On 5/21/2022 I picked up a curbside pickup order in the amount of $136.88. Upon reaching my next destination I realized I had someone else's entire order. I called the store and offered to bring the items back. When I reached the store the associate seemed to initially be annoyed until he understood that none of the items he gave me were my items (despite me telling him this over the phone). After he went in the store to process a refund he came back out and let me know his manager would be there in an hour and would need to take care of it. I waited a week before submitted my first request to Kroger via order feedback on 5/27/2022 just to give a little extra time to rectify this issue. After receiving no response, I sent an email to customer service on 6/3/2022. After again receiving no response, I opened a chat with customer service. I then received case # ******** and was told it would be looked into. I received a response 6/12/2022 that this had been forwarded to accounting and they would process my refund. On 6/17/2022, I reached out again since no refund had been processed and received a response on 6/23/2022 to call to get this expedited. I then responded 6/24/2022 that I work during the hours customer service is available and do not have the time to sit and wait on the phone and that I wanted this refund processed as promised. The last response I received was 7/6/2022 to call the customer service line again to get this expedited. I am unclear as to why absolutely nothing has been done to move this forward and why it is on me to spend an unusually ridiculous amount of time for a refund that was not only promised twice, but should have been taken care of right away. I want this refund processed to my original form of payment as I've requested numerous times.
Business Response
Date: 08/10/2022
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. I apologize for the inconvenience caused. The refund was submitted to accounting. The amount of $136.88 was submitted back to the card ending in 8357. The customer should see the refund within 3-5 business days.
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 verified that they refunded the amount I was charged for the groceries that I never received. I will likely never utilize the curbside pickup service that they offer and have significantly reduced how much I shop at Kroger. I will still shop for things that I cannot find elsewhere but will be sure to shop other stores for as much as possible.

Regards,

****** *******
Initial Complaint
Date:07/15/2022
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.
On 7/6/2022 I picked up my online order from Kroger. When I got home, I realized 1/2 the order, 12 items total were missing. They were all refrigerated items. I contacted the store immediately but they said they could not issue a refund as the purchase had been marked complete. I gave them the full list of missing items and told them I wanted a refund. I also told them I wanted compensation for my trouble, time, and gas. I was told I would be issued a refund and given a $20.00 credit against future purchases. However, the total amount of the refund was not confirmed. I sought 3 times, via email, to confirm the amount of the refund. I finally had to "chat" with customer service again on 7/7 and asked for email confirmation. I recieved the following email:
Dear *****,

Thank you for contacting Kroger Customer Connect.

I am sorry to learn that your pickup order was missing items. I am more than happy to assist. We have submitted a refund request of $64.77 for your order. Due to significant increases in volume from the COVID-19 pandemic it may take 7-10 business days foryour refund to show on your account. Thank you for your patience during these challenging times. I have also added a total of $20.00 store credit to your shoppers card which can be used on your next purchase.

Today, I recieved a credit for $44.80 from Kroger. I really don't think I could have been any clearer that I wanted a total refund of $64.77. That is the subtotal of all missing items but does not include the taxation on those items. I don't give a whit about the stupid $20.00 store credit as I will NEVER do business with this company again. I demand a full refund of $64.77 and I do not want to wait another week to receive it. This is Kroger's fault, at every step of the way, and they have deliberately withheld my full refund even after telling me they would credit the full amount. So, after all this effort, Kroger still owes me $19.97.
Business Response
Date: 07/21/2022
Thank you for bringing this to our attention. We want to assure you this was addressed further with our upper management team. A request for a refund has been issued for the customer. I apologize for any inconvenience caused. The customer should receive a refund within 7 to 10 business days.
Regards,
Kroger Co.
Customer Answer
Date: 07/21/2022
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 appreciate Kroger's response, but I have been assured twice before that I would receive a full refund. Now I'm asked to wait another 7-10 business days to receive the full refund owed to me since 7/6/22. Once the money has been deposited into my account, I will accept Kroger's resolution but not until then.

Regards,

***** ******

Customer Answer
Date: 08/02/2022
Please do not close this complaint yet. Kroger is deliberately withholding a refund and have in effect, stolen money from me. I need BBB to help me get this resolved. Kroger said I would receive a refund within 10 business days of their response and that date is 8/4/22. If they do not keep their promise, as they have not done 2 times now, I need more assistance from BBB. If this complaint cannot be reopened, I will file a new complaint after 8/4/22 for this theft.
Business Response
Date: 08/04/2022
I have requested for that refund to be processed. The customer should see that refund for the $19.97 within 7-10 business days. The customer request was submitted and the customer's concern has been resolved.
Regards,
Kroger Co
Customer Answer
Date: 08/04/2022
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,

***** ******

This is the 4th time Kroger has stated they have processed the refund and I would have to wait 7-10 business days. They last responded to this BBB complaint on 7/21/22 and at that time again stated it was handled and I would have to wait 7-10 business days; day 10 is today. It is impossible to escape the conclusion Kroger is acting in bad faith and has not processed this refund despite assuring me on multiple occasions they had. So I reject their latest attempt to avoid responsibility for their failures to do something as simple as this. I also firmly reject any notion of waiting another 10 business days as they have already had 1 full calendar month to resolve this. Simply put, Kroger is lying. I will now write a letter to the editor of my local paper and alert the public that Kroger is a disreputable company and will steal money from their customers. If they truly want to resolve this issue, they can refund my money instantly at the push of a button.
Customer Answer
Date: 08/08/2022
The $19.97 Kroger owed me has now been deposited to my account and I am willing to accept their resolution.

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The Kroger Company is NOT a BBB Accredited Business.