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

• 

  Kroger Company

  120 S. Memorial New Castle, IN 47362

• 

  Kroger Company

  1217 S. Range Line Road Carmel, IN 46032

• 

  The Kroger Company

  1125 W State Boulevard Suite 1 Fort Wayne, IN 46808-3186

• 

  Kroger Company

  1330 W. Southport Road Indianapolis, IN 46217

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:09/25/2022

  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.

  On August 5th 2022 I did a pick up order. The total I spent was $207.22. I've had problems with pick up before but they always helped. But on this day I was in disbelief. everything I ordered was smashed or busted. "Everything ". I called and spoke to someone and they told me sorry and for my troubles they would give me a $15 credit and they would fix it. But then my call was disconnected. So I called again and spoke to Gian. He was very polite and he apologized. He made sure I got the $15 dollar credit and he said I would receive my full amount back. That it would take 7 to 10 business days. I was upset because we didn't have the funds to replace everything I bought. But there was nothing I could do. I finally received $50 and was told that the other I would receive in 7 to 10 business days. That was August 19th. I then received a email on the 27th saying to call. I called and was disconnected. I've given them every opportunity to fix this. And here it is September 4th. And still nothing.

  Business Response

  Date: 09/29/2022

  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.
  

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising 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.

  Better Business Bureau:
  

  address is on receipt of that store

  here is address

  Food4LESS

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

   

  
  
  
  
  

  Business Response

  Date: 09/27/2022

  Thank you for contacting the Kroger Executive Office.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input.  So that we may best address your concern, we will need the store location you are referencing. Please provide the store's address. Once received, we will follow-up.

  Regards,
  Kroger Co.

  Business Response

  Date: 09/30/2022

  Thank you for contacting the Kroger Executive Office.  I am in receipt of your concern that you sent through the BBB.  To better assist with the location of the purchase, please provide your 12 digit loyalty card number or phone number associated with the account.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising 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 week Ralphs had 713 coupons available to click on and get a discount when you go into the store or online. You can't even see what most of them are unless you click on each one. A bottle could be dressing or hand sanitizer. You can click on them each week. The problem is that some of them you have to buy more than one, but they have all different amounts that have to be bought in order to get the discount. Some are only one per person, and many you need to buy more than that.Then, some of them expire, all different.With 700 coupons to go through, and you have to try to remember how many of what and if they are still good, and it is not anything that any sane person can accomplish. I believe they do it on purpose in order to get people to buy more, thinking they have a discount. And then even after you do it right, they don't all work anyway. This is wrong. They should either put less of them to choose from - and have them all expire at the same time- AND all be the same amount you have to buy. And if you can't make them work - DON'T LIST THEM at all!!!I go through them as best I can, but there is no way to be able to remember all of that information for, and most of the time when I get to the register at least one did not work, and many times more than one. By the time you are at the register with a line, you really can't check every item. So I try to do it before I leave the store, but the receipts are confusing and sometimes the savings are at the bottom, and sometimes they are right under the product. Many times I get home before I find out that I paid full price and I have to go back. I write a review about this EVERY week and tell them that it borders on fraud because most people won't even notice.Then in store there are other discounts that don't work. I have details, but not enough room to tell you. I was charged last week $12 more than I should have been charged just with the "buy 5" items that didn't go through.

  Business Response

  Date: 09/21/2022

  Thank you for contacting the Kroger Executive Office.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input.

  I am so sorry to hear that this special promotion is frustrating you – that is certainly not the intent. Please know that we have tried to make it easy for our customers to take full advantage of these Events by listing the products in our ads and placing yellow tags on the shelf where the event items are placed. As a suggestion, you may wish to view our weekly ad online and add the sale item to your online ‘shopping cart’ to be printed out and taken with you when you shop.

  Items not purchased in quantities specified outside of the mix or match event will apply at the regular price marked at the time of purchase. See store for more details for participating items.

  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. Thank you for bringing this to our attention.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:09/19/2022

  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.

  Better Business Bureau:
  
  
  I have communicated with no less than four people from Kroger who have EACH asked me to go through troubleshooting steps,   None of their steps have made ANY sense.   I explained to them that in order to resolve the issue that they need to install A VPN on a desktop computer AT THEIR SITE in order to troubleshoot and resolve the issue - which they HAVE NOT done.   They just keep contacting ME to troubleshoot THEIR issue.   I don't have this issue WITH ANY OTHER web site other than Kroger's - which proves to me this is a KROGER issue...
  
  
  
  ******* ******
  sing them. When you have an issue reported like this you do your best to recreate the issue YOURSELF by duplicating the environment it occurs on. Kroger doesn't seem to get or understand this. Problem is - I can't shop at you store. Fix the problem YOU CREATED.

  Business Response

  Date: 09/22/2022

  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 you were asked to contact us at ###-###-#### and reference case number ********, so that a representative can go through the necessary troubleshooting steps to have the issue resolved in a timely manner.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:09/19/2022

  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.

  Got gas at Kroger Fuel center they charged me for gas and put another charge for 150.50 almost 200 total... If you get gas there they should have something up they charge 150.50 to hold on your card for 3 to 5days ... Talked to costumer service and they said nothing they can do but call bank they'll take it off but bank say have to wait on the hold to come off... I won't be shopping there or getting gas there anymore and I want the money put back into my account since I never agreed for them to put a hold on it... There needs to be a sign saying they will put a hold on your card...I have bills that need to be paid and will not be happy getting late charges added since they didn't tell me a hold would be put on it ... They should put money back in my account for it not wait 3 to 5 days ... It's already been two days and still hasn't been taking off

  Business Response

  Date: 09/27/2022

  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.
  Kroger is required by credit/debit card companies *****, **********, etc.) to do a pre-authorization amount for fuel purchases. They send us guidance on what those pre-authorization amounts should be – typically between $75-$150. Banks determine how long the pre-authorization hold will be on the card/account. Kroger has no control over how long a bank holds the funds in pre-authorization. We send the final amount within a few minutes of the transaction. Some banks release right away; others do not. We would prefer that they release the hold right away. Currently in multiple states, we have a pre-authorization for debit cards at fuel pumps for $125. We base that on the price of fuel, taking into account how it can fluctuate. Kroger Fuel Centers serve individual customers, in addition to commercial businesses/trucks, which can take a lot more to fuel then your standard vehicle. We continuously evaluate pre-authorization amounts and will adjust when needed.

  Please allow 3-5 business days for the hold to be released by the bank. If the hold is still on your account after the specified timeframe, you will need to contact the bank to request the hold be released.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:09/18/2022

  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.

  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 did not provide any information on how they are planning on correcting the false advertisement on the website. 
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 09/19/2022

  Thank you for contacting the Kroger Executive Office.  We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please be assured that our company prides itself on integrity and we value the customer's input.

  We are committed to providing you with the most enjoyable Online experience possible. Your comments provide us the opportunity to evaluate, address and provide coaching as a learning experience. Thank you for bringing this to our attention.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:09/16/2022

  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 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 Cinnamon Toast Crunch 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 Doritos and Tostidos Queso Dip. Because the 1 of the Queso Dips was not in stock, this caused each item to be charged at full price; Doritos x2 - $4.99, Tostidos Queso 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 Gatorade. Nothing I purchased was even similar to a Gatorade, and this Gatorade was not received. I imagine the seller decided to purchase themselves a drink on my order. This was $1.99
  
  
  On 8/17, order #*******************, the Diet Mountain Dew 6pk was on sale for 4/12 when you buy 4. I was charged full price ($5.49). The total credit back should be 4 X 2.49 = 9.96
  
  
  The total credit I would like is $10.80 + $9.00 + $1.99 + $9.96 = Total of $31.75
  
  
  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: 09/19/2022

  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:09/15/2022

  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.

  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 not a response, only a message that they will follow up. Please let me know when this matter will be addressed.

  eek and once a week they tell me “I’m very sorry but we have to re submit your refund and you have to wait an additional 30 days”. Kroger is an absolute joke at this point. I will never shop here again neither will I suggest others to do so. The “fresh produce “ they have out for the public to purchase is NEVER fresh.On top of all of this they keep lying saying “oh your funds will be available tomorrow” just to get me off the phone. When the next day come no funds still. They are pathetic and sad.

  Business Response

  Date: 09/15/2022

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Your comments have been forwarded to our Upper Management team for review. Once reviewed, we will follow-up with you on this matter.

  Regards,
  Kroger Co.
  

  Business Response

  Date: 09/26/2022

  The customer was refunded as of 09/12/22. The payment method depends on the time frame the customer will see the refund back to their account. The customer will not see the refund for 30 days due to the payment form. The customer will need to contact the issuer of the card for any additional updates.

  Regards,
  Kroger Co.

• Initial Complaint

  Date:09/13/2022

  Type:Sales and Advertising 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.

  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,
  
  
  
  ***** *****

  Kroger offered a credit.  This assumes I will shop at their store again.  I will not.  I did everything right in trying to resolve this matter fairly.  I went back to the pharmacy (they would not even address my issue).  I called Kroger and was shuttled through 3 people before the last person said "Sorry, this isn't our issue, you need to take it back to the pharmacy." Then I sent an email request to Kroger.  No response.  I understand I am 1 person and this issue is about $2.50, but their lack of compassion and truly wanting to "make things right" is bull.  I won't spend another dime there. Your credit is useless, never mind that ********** laws are specific in this instance.

  Business Response

  Date: 09/14/2022

  Thank you for contacting the Kroger Executive Office.  Please be assured that our company prides itself on integrity and we value the customer's input.  I am apologizing on behalf of the Kroger Company, Store Associates  and our Corporate Customer Service for the poor customer service you received.

  I have added a token of appreciation onto your account. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane, excluding self checkout. You will have to remind the cashier at the beginning of the transaction that there is a credit on the card. Please keep in mind that anyone else in your household who may share this account with you will also have access to this credit.

  It is not our intention to frustrate or upset our customers.  This customer's comments provide us the opportunity to evaluate, address and provide coaching as a learning experience for our employees.

  Regards,
  Kroger Co.
  

• Initial Complaint

  Date:09/13/2022

  Type:Sales and Advertising 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  
  My issue has not been addressed to any satisfaction.  Where does it read, that we, the consumer must check each shell station for terms in which Kroger advertises, upto 1.00 off per gallon.  If, there is a difference from shell station to shell station the claim isn't clear and is misleading and false.  So, when I received .30 cents off maybe twice and then .10 moving forward at the same shell station and others, it's accurate. And, according to krogers representative it is a, "problem that is being worked on". So, to be clear, Krogers position is,  "upto 1.00 but if you get .10 off 1 day and 30 cents another, it's accurate since it falls into the word "upto".  And the shell stations may choose to participate 1 day and not another at the same location, even if it is on our list of participating Shell stations. If that's the case, Kroger is still participating in false and misleading advertising, unless, it is posted at participating shell stations and kroger in which they (shell) may choose to participate on 1 day and not another".  And, our representatives, that represent Kroger via phone, are confused and gave false information.  Any way this is looked at, leads back to false and misleading advertising.  The consumer cannot be blamed in this situation.  The end result is between Kroger and Shell.  If Kroger cannot get Shell stations to comply with their agreement, then the advertising must be changed to reflect accurately and clearly for the consumer. 
  
  
  Regards,
  
  ***** ********
  

  
  
  Regards,
  
  Paula Williams
  
  
  Regards,
  
  
  
  Paula Williams
  
  

  I know that me, my family and friends have missed out on quite a bit of savings in this time period because gas prices have skyrocketed. We have been dealing with this issue for well over a year and I believe that is enough time to address the issue that they know about and refuse to fix it. I haven't a clue what is fair compensation to every consumer who doesn't get the benefit of upto $1.00 per gallon. However, the company needs to be liable for the issue and learn a lesson for their error. Thank you

  Business Response

  Date: 09/15/2022

  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.  You may redeem your fuel discounts at Kroger fuel stations (100 points = 10 cents/gallon up to 1000 points = $1/gallon) and at participating Shell locations, you can redeem 1,000 Fuel Points for up to $1 off per gallon.  At some Shell fuel stations (100 points = 10 cents/ gallon.) You can check online at www.kroger.com and search Find A Store and select the Fuel tab instead of the Store tab to see local fuel stations that participate in our fuel program.  Also, If you're unsure before purchasing fuel at any Shell location, please speak with a representative to make sure they participate in the fuel program.

  It is not our intention to frustrate or upset our customers.  This customer's comments provide us the opportunity to evaluate, address and provide coaching as a learning experience for our employees.

  Regards,
  Kroger Co.