Business Profile

Grocery Store

The Kroger Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

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

1,598 total complaints in the last 3 years.
549 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:05/29/2025
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.
Yesterday, May 28 around 8 pm, I went inside the Kroger store located at ***** ******* **** ********** ** *****. So I went up to the cashier lane to pay for them. There was a female Caucasian clerk with blonde hair by the name of Janet. See attached receipt. She didn't greet me at all. She bagged up my groceries, but didn't give me the bag. I couldn't reach it because she had the bag close to her. I had difficulty reaching for the bag because of my disability. I asked if I could have my bag. She said its right here. You can reach for it yourself. I said you are being unprofessional because I paid for those items. She helped the customer before me bag up his groceries and handed them to him. I told her I'm telling the manager. She said go ahead because you are always complaining. She brought up that I complained about her last week.

But it was obvious she was holding a grudge against me. Then she started yelling at me in front of everyone that I was the one that got her in trouble and that I'm always complaining. So I went to get the store director but I was informed that he was supposedly gone. So I asked for at least a manager but the male security guard and the male clerk by the front refused to get her . So I asked the female clerk Dakela. She was the only one that cared to call the manager and she witnessed what Janet said to me. So the store manager Amber Nicole around 8:20 pm came out to speak with me. I told her that I wanted a refund for $8.61. So she went up to Dakela’s register and told her to refund the items. I asked Dakela if she could tell the manager what Janet said to me. Dakela admitted that she heard Janet yelling at me by saying that I complained too much and that got her in trouble last week. She also told Amber that she saw Janet refusing to give me my bag of items that I purchased. After Dakela informed Amber of that, Amber indicated that wasn't acceptable & would address it. So when I left & called my bank, they indicated nothing was refunded
Business Response
Date: 05/31/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are sincerely sorry for what the customer experienced in their store visit at Kroger *********. This is not what we want them to feel when they shop with us. We will make sure that proper investigation will take place on this matter.

Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

Also, we would like to ask for the loyalty card number or shopper's card that the customer used to record their transaction. The review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly.

We appreciate the customer for understanding our policies and their cooperation in maintaining a fair and equitable system for all users. We truly apologize to the customer for any inconvenience this may have caused. Their comments will assist us provide any further coaching/training as needed.

Regards,

Kroger Co.
Customer Answer
Date: 06/03/2025
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.
Tory, the store manager called me on Saturday May 31 to apologizes and indicated she reviewed the video that proves that the cashier Janet refused to give me my bag of paid groceries.
She said that's being investigated and this week she would call me and email to discuss the outcome of the investigation. So I'm waiting for her to follow up about that this week before I accept.
But I also would like to speak with the regional manger about this because this has been ongoing with that specific casher Janet and the store itself.
The store manager indicated that the Regional Manager is not aware of it, but should be. I would for him to reach out to me as well because of this being ongoing with the store staff there.

Regards,

****** ****

Business Response
Date: 06/04/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize for the situation you encountered at our *********, ** store, and we appreciate you bringing this to our attention.
We are deeply sorry for the interaction you had with our associate and the difficulty you faced receiving your purchased items. We want every customer to feel valued and respected, and it is concerning to hear about this experience. This is certainly not the level of service we aim to provide to our valued customers.

Additionally, we understand that you were expecting a refund of $8.61, but your bank indicated that it has not been processed.

For further assistance, I'll need just a little more information to be able to get you taken care of. Can you please help me with the following:

Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Sales receipt, or the order number

Once we have this information, we will be reviewing this matter and will provide an update as soon as possible.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 06/09/2025
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.
I also received 2 follow up phone calls from the Store Manager Tara and she indicated that she reviewed the store vide and spoke with staff. She saw that the Cashier Janet refused to give me my bag of groceries that I paid for and she apologized for the way I was treated. She said that ow that it's up to Human Recourses if they decide to let her go. She also said hat Janet belongs to a union too.
She also said that she spoke with the Security Guard supervisor from ***** for the ways he walked away from the scene and not doing anything about it. She also address the on duty manager who didn't handle it at all.
That Tara needs to be promoted to Regional Manager and the African American female Cashier who was honest enough to say that she witnessed Janet yelling at me and not giving me by bag of groceries that I paid for.

Regards,

****** ****
Initial Complaint
Date:05/27/2025
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 purchased a supplement product from Vitacost.com, a subsidiary of Kroger Co, in late February called ******* ********* *******. I just opened the bottle and read the ingredients on the back of the label. There are nine ingredients listed on the website for this product, but the bottle I received only lists two, and neither of those were of particular interest to me. In other words Vitacost sent me a product which I did not purchase. I asked them to replace the product with the one I had purchased but they refused because 60 days had elapsed since the purchase. That would be understandable if I were simply unhappy with the product, but this was a case where the product delivered was not what I ordered. Additionally there are reviews on their website citing the same issue that I have, and the frustration with trying to get the company to rectify their miscue.

It would have been simple for them just to replace the product with the one that I actually purchased. As it stands now I want to report this issue to you as I question their business ethics.
Business Response
Date: 05/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We sincerely apologize for the inconvenience caused by the recent issue with our product and the initial delay in processing the refund. We understand the importance of a prompt resolution and apologize for any inconvenience this may have caused.

While your refund was not approved at first, we understand your concern and immediately coordinated the matter with our internal management team. We’re glad to inform you that your refund has now been successfully submitted and will reflect in your account within 3–5 business days, depending on your bank’s processing time.

We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

Thank you again for giving us the opportunity to make things right. We look forward to continuing to serve you in the future.

Regards,
Kroger
Customer Answer
Date: 05/27/2025
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:05/27/2025
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 an online delivery order Friday which was delivered incorrectly by *********, I reached out via chat and the agent confirmed with ********* it was delivered wrong. I was given a $20 inconvenience credit and was told my refund was being processed. I never received any confirmation which lead me to contact again. I was told by the next agent that a refund request was sent over and it could take 2-10 days for it to be refunded. In which caused me to be a little upset because this was an almost $200 order. This agent gave me a $30 credit so I've had to get by on $50 total dollars not including delivery fees and tip to feed myself and 3 kids who are now on summer break so food is going quickly around here now here we are Monday a holiday and I reached out to see if something could be done. I need groceries! They tell me there's nothing they can do the refund request was sent over and I need to wait. I can't wait I need to feed my children! I ask to speak to a supervisor who was completely useless, had no intention of making it right and when I ask to be transferred to a survey he refused to transfer me I waited on the line for 10 minutes and he ended up transferring me to ********* customer service.

It's already hard out here food is extremely expensive right now and I something that was not even my fault is being taken out on me It did not take them 2-10 days to take my money and they tried to make it right with a $50 credit which now I feel like was a slap in the face because if delivered correctly my kids would be able to eat today. I've worked in online customer service for 16 years and how they run things at in their online department is not consumer friendly what so ever.
Business Response
Date: 05/29/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We are deeply sorry for the inconvenience when the customer did not receive their online order *******************. We are doing our best to provide good service to our valued customers. After carefully checking, it appears that the refund worth $197.04 has been completed on May 28, 2025. Kroger typically processes SNAP/EBT refunds immediately. However, financial institutions partner with the state to return funds to SNAP/EBT cardholders on scheduled dates, so the customer will want to check with their state agency to see when their funds are scheduled to be loaded next.

The EBT refund doesn’t go directly back to the card for most EBT customers. Instead, the funds will be sent back to the state agency that handles EBT money. That state agency has scheduled dates when it loads money back to EBT cardholders. Some states handle this quickly and the customer receives their funds back in as little as 5 business days. Other states may take 10 business days or more. Our customers can contact their state agency for details for their state.

We sincerely apologize for the disappointment and inconvenience this situation has caused. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Initial Complaint
Date:05/26/2025
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.
****** ******** ** ******* ** ****** ***** ** ***** May 26, 2025

Kroger Customer Service Attn: Executive Office 1014 Vine Street Cincinnati, OH ***02

RE: Cancelled Order #********************, Case #********

Dear Kroger,

I am furious about the cancellation of my grocery delivery order #********************, placed on May 24, 2025, for delivery between 8:45 PM and 10:47 PM. The $50.29 order, paid with my last funds, was to last me through the Memorial Day weekend until May 29. At 10:05 PM, I got a text claiming, “The store is closed I’m contacting customer service to reschedule,” despite the store being open until 11:00 PM. At 10:10 PM, another text said, “James S just started shopping.” No groceries were delivered, no rescheduling occurred, and $50.29 was debited, leaving me without food or funds.

Customer service offered a $30 credit, falsely claiming it could cover delivery fees. It didn’t, rendering it useless. This follows prior issues: wrong-address deliveries and a Christmas driver shopping for themselves on my dime. ****** posts ********* *******; ****** *******) cite similar Kroger delivery failures, delayed refunds, and inadequate credits.

Kroger’s false claim about store closure and non-delivery violate the ******** Deceptive Trade Practices Act (***. Code Ann. § ********(a)(1); State ex rel. ****** v. * * * **** **., *** **** *** (1999)) and the Fair Credit Billing Act (15 U.S.C. § 1666; ******** ******* *** v. *******, *** U.S. 233 (1981)). I demand: (1) a full $50.29 cash refund, (2) $200 compensation for hardship, and (3) an apology for the deceptive texts and poor service. If unresolved within 30 days, I’ll organize complainants for a lawsuit over Kroger’s systemic delivery and refund failures.

Respond by June 25, 2025, to the address above.

Sincerely,

****** ********
Business Response
Date: 05/27/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

I hope this email finds you well. We sincerely apologize for the recent inconvenience regarding your cancelled Instacart Order. This is certainly not the experience we want for our valued customers.

We understand the frustration that you really needed your order but unfortunately, was not delivered. We verified that no charges were applied on your account. For pre-authorization charge this should be coordinated with your bank, and we do not have a hold when they will release it. As per checking, yes $30 credit has been added to your account. You mentioned that you can't use it. May we request detailed information how are the credit cannot be applied on your order? Screenshot or process on how are you trying to place ng order would be very helpful.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

Kroger Co
Initial Complaint
Date:05/24/2025
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.
Krogers won't let me add a new credit card. There is nothing wrong with the card nor with the data entered. I have spent 3 weeks trying to resolve the problem, I have called, did an online chat and sent emails. The message I am getting is invalid first name. I checked with my bank. At first they said they had no record of denying my card. Today when I tried they said my CVV code was submitted incorrect.. I have used this card with many companies with no problems. I just added it to another account with no problem. On my online chat their answer was they could help me with my fuel points. Not what I asked. I wonder if your robot was calling a wrong number so I sent them the correct number. I received no response. Today i did another chat and was told to call ###-###-####. Their answer was use another card. The card I am using is going to expire and then this new card will be the only one I have. I have been a customer for 40 years. If it was not for your Carbmaster Yogurt I would never go to your store again
Business Response
Date: 05/26/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our apologies for the inconvenience you've experienced while trying to add a new payment card to our online platform.

To better understand and resolve the problem, we kindly request to customer to try again adding their payment card again. If continue to encounter any difficulties again, we would greatly appreciate it they could provide us with a screenshot of the error message or code. Once we have the information we will be escalating the issue to our Technical Support Team. This information will be extremely helpful in identifying the root cause and taking appropriate action to address this issue

We truly value your understanding and we look forward to hearing from you soon

Thank you for your understanding and patience in this matter. and we look forward to serving you better in the future.

Regards,
Kroger
Customer Answer
Date: 06/02/2025
I tried twice to add my card and got the same response: Please enter a valid first name. The name on my credit card is ****** * *****. I tried once with my middle initial and one without. I got the same message. I don't know who generated that message but they are in error. I question whether or not they sent it to ***** Bank. It doses not sound like a response a bank would give. I have added this card recently to 2 other companies with no problem. A recent order form Krogers shows ****** *****. You have a software problem that needs correcting. The last person i talked to said to get a new card. WRONG! I have used this card with many Companies and you are the only one that won't accept it.
Business Response
Date: 06/02/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are sorry about the technical issues that the customer experiencing. We want our customers to always have an easy and pleasant experience. We are communicating the issue to our technical team, and we need more information for further investigation, Can qwe request to the customer to provide the following information:

-when are they adding their payment card are they using Mobile app or Banner website?
-Date and time of the last time they tried to add their payment card on their account
-screenshot of the error they are getting when they add their payment card.

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.

Customer Answer
Date: 06/04/2025

i don't know how to send a screen shot so I am mailing copies of the screens where I entered data and submitted it. I go to Krogers online, sign in to my account, select Wallet and add my credit card data.

Business Response
Date: 06/09/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving us a chance to properly address the customer’s concern with the assistance of the BBB.

We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers. We are sorry about the technical issues that the customer experiencing. We want our customers to always have an easy and pleasant experience. Upon checking on the issue, we need more information from the customer to help out technical team to resolve the issue. Can we please once again request the customer to provide the needed information below for further investigation:

-when are they adding their payment card are they using Mobile app or Banner website?
-Date and time of the last time they tried to add their payment card on their account
-screenshot of the error they are getting when they add their payment card.

We appreciate the patience of the customer regarding this. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co.
Initial Complaint
Date:05/24/2025
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.
May 24 2024

I placed an order through the Kroger app for groceries to be delivered for May 24th 2025 between 12:00 and 1:00 p.m. the orders for $95.15. Our order never came and I had called the Kroger clicklist customer service and at first they told me that there was an issue with the driver trying to get around roadblocks within the city. I had to go run errands and learn that this is not the case, and I was told by customer service and then we would expect our delivery between 6:00 and 6:30. Then I had to talk to the supervisor because of the circumstance and they apologize but said that now there's another delay between 7:00 and 7:30 p.m. they didn't offer any appeasements or offer any kind of sincere apology and just advise me
The supervisor named Devon was unsympathetic and rude. I had to negotiate getting a $10 credit back to my account. I understand that this is a holiday weekend, butI placed our order in plenty of time to receive the next day!!
Business Response
Date: 05/27/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincere apologies for the delayed delivery order. We understand how important timely deliveries are, and we regret any inconvenience this may have caused.

The delay was due to unexpected traffic congestion and ongoing road work in the area, which impacted our delivery schedule. Please rest assured that this issue will be communicated to our Kroger delivery team to help prevent such occurrences in the future. As a token of our apology, we’ve added a $10 credit to your account, which you can use on your next purchase.

We are continually working to improve the experience for our customers to ensure we are serving you to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

Regards,
Kroger
Customer Answer
Date: 05/27/2025
Better Business Bureau:

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

Kroger gave me me different reasons why our order was late. First they said due to road closures, then they said something happened in their Fullfillment Center. The store us about ten minutes away from us. They fill orders from that store. I want at least a partial refund for our groceries due to this situation.

Regards,

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

Business Response
Date: 05/30/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize that the customer received their order the next day instead of their scheduled time. We are doing our best to provide good service to our customers. As per the notes from the dispatch team, the order was late due to traffic and road work taking place. We understand that having it ordered on their preferred time is important and we apologized that this happened to them. Before this escalation through BBB, the concern has been escalated to the dispatch team for review.

Upon checking, the customer was already given total of $20 for this concern. However, a refund is something we can't do for half the order they received the whole order. We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 06/03/2025
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: 06/03/2025
I'm not happy with Kroger's response. The information given is really correct. I drove through our city and there were no road blocks. They fill groceries from our local store. I know this because I see employees doing so. They told me there was first a delay with roads closed and then Fullfillment issues.
Initial Complaint
Date:05/24/2025
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.
kroger has been overcharging for weighted items, especially chicken on their delivery orders. they almost never correct the estimated weights to match what customers actually receive.
this week, I discovered that kroger is placing fraudulent labels indicating higher weights on chicken packaging. I have been auditing
Business Response
Date: 05/25/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize for the issues the customer experienced in their order *******************. We are doing our best to provided good service to our customers. As per reviewing the photo they sent and on what they received, they were charged lesser than what shows in the photo with the weight of 4.71 lbs. which they charged of $13.09.

For further issues, we advised they provide the expected amount per pound for the chicken and the supposed weight of the item based on the price they were charged off. Also, before this escalation was submitted and received, we can see that contacts were made by the customer with cases ******** and ******** which gave them two refunds on the chicken.

We sincerely apologize for any inconvenience this has caused them. Please rest assured that we are implementing best practices to ensure all programs function correctly for our customers. We value the customer's business and are committed to making their future experiences with us positive.

Regards,

Kroger Co.
Customer Answer
Date: 05/25/2025
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.

third overcharge issue has been ongoing for nearly a year and this Friday i discovered that kroger is deliberately printing a second [fraudulent] label with a higher weight and putting on the original pkg UPC. they are using this fraudulent label to charge the final price, knowing the weights do not match, deliberately and willfully de-frauding the customer. I have at least 6 months of documentation of these overcharges, as well as reaching out dozens of times to Kroger Customer Care and requesting not only a refund, but escalation of this issue.
Given these facts & evidence it has become apparent that the level of fraud I noticed was only the tip of it. i have no confidence that any of my previous purchases or orders were billed correctly and it is thoroughly documented that they do not charge properly for ANY of their weighted items.
for these reasons I am asking for compensation over and above a simple refund of the overcharged amounts, due to Krogers deliberate & willful demonstration of fraud & negligence. for the dozens of hours spent on the phone, additional hours auditing my receipts & orders, plus punitive damages.

Regards,

***** ****
Initial Complaint
Date:05/23/2025
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 have ******* & ****** ******** insulin inject pens at with a prescription that uses 25 units per day. Therefore each pen only last 12 days. Kroger gave me the 2 pens of each products at 24 day supply at $35.00 each per prescriptions. Kroger would not give the last 2 pens on the products unless I pay for it. Said ****** said they are not paying for it also. I fully understood the law from ******** is $35.00 per prescription for a month. Kroger stopped the prescription at 24 days. that obviously not a month. Need help here!
Business Response
Date: 05/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize for the inconvenience this has caused them. We are working hard to provide good service to our customers. For us to formulate a resolution, we ask for the customer to provide the following details below:

*Pharmacy's complete information
*Date and time of when the customer was denied getting their prescription.

We thank the customer for their understanding and patience in this matter. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving them better in the future

Regards,

Kroger Co.
Customer Answer
Date: 06/03/2025
SINCE ******** COMPLAINTS ARE ANSWERED WITHIN 24 HOURS. I WILL SEND THE COMPLAINT TO ********.

1. CINNINATI BUSINESS BUREAU I NEVER CONTACTED.
2. NEVER HAD KROGER NEVER CALLED ME.
3. KROGER PHARMACIST TOLD ME TO FIND ANOTHER PHARMACY
4. ******** THE INSULIN IS FOR THE MONTH BUT KROGER SAYS MY 24 DAY SUPPLY IS ALL THE PHARMACIST CAN DO.
5. ******** ITS $35.00 AND NO DEDUCTIBLES. KROGER PHARMACIST KEPT TELLING ME ITS MY DEDUCTIBLE.
6.KROGER COMPLAINT WAS ON THE KROGER SITE. 2ND COMPLAINT WAS THE BBB. BOTH COMPLAINTS WAS THE DAY, THE ********** ** STORE. BOTH COMPLAINTS HAD MY PHONE NUMBER LISTED. THE STUPID QUESTIONS ARE ON THE COMPLAINTS.
7. ****** DID NOT HELP AT ALL BUT KROGER PHARMACY HAD NOT FILLED THE PRESCRIPTION. THE DOCTOR SENT THE ADDITION INSULIN NEEDED BUT THE PHARMACIST REFUSED TO FILL THE PRESCRIPTION & OF COURSE HE TOLD ME TO GO SOMEWHERE ELSE.
8. THIS IS ******** WILL RECEIVE THE COMPLAINT. HOPE MY HEALTH IS MORE IMPORTANT THAN A WASTE OF TIME THAT THIS HAS TAKEN.

***** *****
###-###-####
Business Response
Date: 06/05/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We apologize for the trouble and inconvenience you have experienced in the pharmacy. That doesn’t sound like the fresh & friendly experience that we want our customers to have. We would like this issue to be resolved, and we will coordinate with the store management regarding this feedback. We want to grow and improve from this.

As mentioned from the previous response, we needed information that will definitely assist us to coordinate with the correct pharmacy management. Please provide the following details:

*Pharmacy's complete information and address
*Date and time of when the customer was denied getting their prescription.

Thank you for your understanding and patience as we work to resolve this matter.

Regards,

Kroger Co
Initial Complaint
Date:05/23/2025
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.
This store has *** ****** ** ** **** marked for $3.99. But when you get to the register, it rings up $4.29. They refuse to give me the ****** for the marked price and also accused me of lying. The cashier's name is Karen. They claim the ****** is supposed to be the higher price. I explained to them that the higher price is for the 16 oz size. But they didn't even try to settle the situation. So I didn't buy the ******. This has happened a few other times with the price being higher than the marked price, on the ****** and several other products. I would like BBB to contact this store and find out why they are doing this to their loyal customers. And I would like a refund and/or store credit for all the times my purchases were over charged.
Business Response
Date: 05/23/2025
Thank you for contacting the Kroger Executive Office. We have received your concern submitted through the BBB. We appreciate your time and effort in giving us the opportunity to address this matter with their assistance.

We sincerely apologize for the unsatisfactory experience you encountered regarding the pricing discrepancy you experienced. We sincerely apologize for any frustration this may have caused and appreciate you bringing this matter to our attention. This is certainly not the level of service we aim to provide to our valued customers.

We take pricing accuracy seriously, and it is important that the marked price aligns with what is reflected at checkout. We understand your disappointment and would like to investigate this issue further to ensure consistency in pricing for all our customers.

To assist you, we kindly request the following details:

The store location where the discrepancy occurred
The date and time of your visit
Any additional details regarding the items affected
Loyalty card number
Alternate ID
Phone number
Email address associated with your Kroger account
Sales receipt, or the order number.

Once we have this information, we will review the matter with store management and provide a resolution. If an error is found, we will take appropriate steps to correct it, including discussing options for reimbursement or store credit for any overcharges.

We appreciate your patience and value your loyalty. Please let us know how we can best assist you moving forward.

Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers. Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.

Regards,

Kroger Co
Customer Answer
Date: 05/28/2025
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 store location always has ridiculous things happen. If it's not the prices, it's the employees.

Regards,

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

Customer Answer
Date: 05/29/2025
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.

Store Location: **** ********* ***
******** ** *****
*** ** **** at about 10 am is the time I spent money on the ******. But the discrepancy happened on May 23, 2025 at about 1pm. The reason I actually bought the ****** on May 5th is because my son was hungry. On May 23, I refused to buy because the price was never fixed and I was fed up with the wrong price.

Loyalty card number:************
Alternate ID:###-###-####
Phone number: ###-###-####
Email address associated with your Kroger account
Sales receipt, or the order number.

Regards,

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

Business Response
Date: 05/31/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

We apologize for any inconvenience this has caused the customer. We don't take this kind of concerns and lightly and surely, we will assist them to have a resolution on this one. For us to complete our review, we ask for the customer to provide a photo or reference that the item is under a marked price or showing in the shelf that it is under a different price than what they were charged for.

Rest assured that their comments have been forwarded to our Upper Management for review to ensure that we are implementing the best practices so that all programs work correctly for our customers. We welcome their feedback because our customers are essential to our business.

Regards,

Kroger Co.

Customer Answer
Date: 05/31/2025
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.

Apologies are routine. I need action.

Regards,

******* *****
Initial Complaint
Date:05/22/2025
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 an online delivery order through the app and selected a delivery time of 8 pm. By 10 pm there was no delivery and no message, no nothing. I contacted the virtual help link and it was extremely slow. After a lot of time passed they told me the order didn’t exist in anyone’s system. I asked where my money was then? It was $109 extracted from my bank account already. They said I would get a refund in 2-5 DAYS! They are holding my money for 2-5 days? Now I have mo money to buy food, no food in the house and they are holding the funds for 2-5 DAYS? This is criminal. What am I supposed to EAT? While they keep my money for 5 days? This is highly unethical and needs to be investigated.
Business Response
Date: 05/24/2025
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We sincerely apologize for the inconvenience and frustration caused by not receiving your expected delivery order.

Upon reviewing your account, we found that the order has been cancelled in our system. When this occurs, a temporary hold is placed on the funds, which is automatically released within 3–5 business days. Unfortunately, we are unable to expedite the release of these funds. If the hold remains after that period, we kindly recommend contacting their bank or card issuer directly to request the removal of the hold.

Rest assured this concern forwarded to our internal management team to ensure that we are implementing the best practices so that all programs work correctly for our customers. We are continually working to improve the experience for our customers to ensure we are serving them to the best of our ability. Your feedback is highly valued as our customers are at the heart of our business.

We truly regret any disruption this may have caused and appreciate your patience and understanding. We look forward to serving you better in the future.

Regards,
Kroger

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

The Kroger Company is NOT a BBB Accredited Business.