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

1,628 total complaints in the last 3 years.
547 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/05/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had placed an online order and came to $208 with all the savings and whatnot. That’s fine and then the next day I got charged more and the total went up to $372 all of a sudden and made me overdraft my bank account. I feel like I got taken advantage of and I have called customer service twice two different people with 2 different answers one saying it’s because I received the order from a store other than the one I requested and the other answer telling me that it’s a estimated cost. I am highly upset about this and they offered me $30 credit I don’t want that I want my money I was overcharged and need back.
Business Response
Date: 09/05/2025
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 sincerely apologize regarding the unsatisfactory experience reading of the final charges on delivery order of the customer. Upon checking on the transaction, the total amount is 372.45 and only $71.48 coupon has been applied on the transaction. may we ask the customer to send the screenshot regarding of the total bill they had when they place the delivery order for further checking. Please take note that the final bill may increasing if some of the digital coupons do not qualify to the transaction.

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: 09/05/2025
Better Business Bureau:
Here is a picture of the final receipt that was given to me the day of the transaction and the next day extra money was added onto the total and taken from my card. I had a coupon for 40 percent off which I used. But then all of a sudden I get charged extra it don’t make no sense
Initial Complaint
Date:09/01/2025
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.
On 7/31/2025 my family & I used self-scan for 2 consecutive purchases totaling $36 at **** ** ********* **** *** ****** ** *****, (702) 87`1-0904. The machine "malfunctioned" twice recording me like I'm a thief or a moron, & I assure you I'm neither. The juvenile jerk cashier fixed machine chirping "no worries" while my humiliation mounted. Upon finishing. Another cashier directed me to the manager, Julien. After I described my issue he asked "is there a question in there", demonstrating his rudeness, or perhaps HIS lack of comprehension. When I asked for a manager from home 30 minutes later, I was told her name was Jennifer, who never got on the phone. So now this store is rigging machines to record customers, then passing workers off as fake managers. As **** **** members my previous hundreds of dollars of Smiths loyalty have officially been transferred. Shoppers everywhere, steer clear of this nightmare!!!! I';m considering returning ALL merchandise bought for a full refund, which frankly was substandard
Perhaps the real manager might appear to process this, it might get loud.
Business Response
Date: 09/04/2025
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 sincerely apologize regarding the unsatisfactory experience that the customer encounter on our store in ********* **** *** ****** ** ***** and that is certainly not what we wanted for our valued customers. Rest assured that the issue was already escalated to the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

We appreciate the opportunity to address the customer’s concern with the assistance of the BBB and we look forward to serving you better in the future. 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: 09/04/2025
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.

Lack of response & resolution demonstrates this is approved, instructed behavior. ***** **** is my exclusive store from now on

Regards,

****** *****
Initial Complaint
Date:08/31/2025
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 a pickup order with Kroger. There were issues with the pick on Kroger side so my order was not ready for almost 24 hours after the pickup was scheduled. I picked up my order that I was originally charged for through the app. My card was charged a second time for the final amount. I will not receive credit for 204 for 5 days in my account. Kroger is earning interest by holding my money and this is not the first time this has happened. For fraud reasons I use an account that I only keep enough money in the account for the transaction. Since I was double charged my account is now overdrawn and will be charged fees by my bank.
Business Response
Date: 09/01/2025
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 charges issue of the customer for their pickup order. After checking the transaction last August 31, 2025, with the order number ******************* the amount that has been charged is 145.59. If the customer still seeing a hold amount on their account, we recommend calling their bank situation to release the hold amount. Preauthorization hold is with in 3 - 5 b business day. If the customer still has any concern on their charges, please advise to call our Kroger Customer Relation Center at ###-###-#### (option 1) during Mondays to Fridays 08:00 am to 10:00 pm and Saturdays and Sundays on 10:00 am to 09:00pm.

Rest assured that the 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: 09/01/2025
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.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

****** *****
Initial Complaint
Date:08/30/2025
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.
today i got a bag of crispy and crunchy classic potato chips(kroger brand) from Kroger in ****** ** and as i was eating them, i literally pulled a piece of wood from out of my gums FROM BEING IN THE CHIP BAG. i have pictures of the wood and also the bag of chips i was eating.
Business Response
Date: 08/31/2025
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 of the piece of food found on Kroger potato chips. This is certainly not the experience that we want our customer to have. We just need more details to escalate the issue to our product team for further investigation. May we please ask the customer to provide the following information below.

-Date and time of transaction
-Loyalty card number
-Brand and Name of the product

Rest assured that this will be addressed accordingly once we already had the information needed.

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:08/29/2025
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.
Delivery Order#******************* placed 8/29/2025 on Smith's app. Somehow there was a glitch or error. My delivery address was replaced with the store address. I tried for over an hour to reach customer service - live chat, phone, email. I tried calling the store who kept putting me on hold or hanging up. I finally reached a store manager who first said there wasn't an order showing in their system literally at the same time the shopper was texting me at the store. Manager tooly number and promised to call back in 30 minutes. Over an hour later, still no call. Then my order was cancelled but the funds weren't released back to my credit card. They told me it should release immediately but also said it's not showing correctly that it was released on their systems. I'm told to wait 5 days for hold to clear - but there's zero confidence because Kroger/Smith agents said things aren't updating in their computer properly. I'm disabled and homebound with a heart monitor on my chest right now. I'm not supposed to be stressing. But I need food and Kroger/Smith's is giving me the runaround. Even if I had a separate form of payment - $40+ in coupons now won't apply after THEY cancelled my order and told me to place it again.
Business Response
Date: 08/30/2025
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 inconvenience and frustration you experienced with your recent delivery order placed through the Smith’s app.

After a thorough review, we can confirm that no funds were captured for the cancelled order—not even a single cent was charged to your payment method. While the authorization may appear as a temporary hold, it will automatically clear within the standard processing time set by your bank.

As a gesture of goodwill and in recognition of the disruption this caused, we’ve issued a $20.00 compensation to your account. We hope this helps ease the inconvenience and reflects our commitment to making things right.

We truly value your trust and appreciate your patience.

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: 09/02/2025
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.

My credit card was authorized as a disabled person preventing me from using my money to buy groceries. This was a problem with technology NOT CREATED BY ME.

As a disabled person, there's supposed to ADA rules and regulations regarding equal access to groceries. I was deprived access to basic necessities (FOOD) because of Smith's/Kroger's technology problems. I had the money. They kept it from me and the food I was trying to purchase. With a hold confirming I had the money, they made ZERO attempt to offer any solutions to get food on my table. They knew the exact order. They had the hold on my money to pay for it. I don't understand why there was absolutely no way to fulfill my order or get me any minimal form of food to get me by until the authorization hold was released. That's not equal access to food - that depriving a disabled person necessary food got basic survival.

I wasn't cheating or defrauding them. I didn't write their software. At a bare minimum, they should have some backup emergency resource when THEIR technology prevents food to vulnerable populations.

I experienced worsening health conditions over the labor day weekend as a result. I have very complex medical conditions connecting GI, heart, and neurologist. No food causes vagal response and my autonomic system freaks out. I experienced stroke like TIA symptoms and bradycardia and severe belching most of the weekend. I'm wearing a Vio heart monitor that's recording 24/7 too. I experienced severe Autonomic crisis.

Regards,

***** ******

Business Response
Date: 09/05/2025
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 understand the importance of a seamless delivery and shopping experience. It deeply saddens us to know that customer's order was cancelled and pre-authorization hold on the account, please accept our sincere apologies.

Pre authorization hold is a temporary hold placed by customer financial institution to verify the transaction and typically clears within 3–4 business days after the transaction is completed. Please note that we are unable to expedite the release of these funds on our end. We kindly recommend contacting their bank or card issuer directly for further assistance in releasing the hold.

Additionally we have provided $20 credit to loyalty account on 8/29/2025 for inconvenience and bad experience. Credit is still showing on the account that can use on next purchase. Redeeming the credit is simple and convenient, with no expiration date. It can be used for both in-store and online purchases, though please note it cannot be applied at fuel centers. In-store, just present your loyalty card or ALT ID and inform the staff that a credit is available on the account. For pickup, delivery orders, or Boost memberships, the credit can be applied during online checkout. Customers can redeem their credits in-store and online when placing an order. Credits can be redeemed at any checkout (manned by a cashier or self-checkout).
* For *********, the customer will need to message the shopper and let them know they would like to use their credit on the order.
* The cashier will receive a prompt and ask the customer or ********* shopper if they would like to redeem/use the credit. The customer/shopper must agree to use the credit to redeem the credit on the order.
* If the customer/Instacart shopper is using a self-checkout, they will see a prompt asking them if they want to use the credit.

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

Regards,
Kroger
Customer Answer
Date: 09/05/2025
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.

1) Have you fixed the glitch that changed my delivery address to the store address?
2) Are you ADA compliant allowing equal access to groceries? A technology error on your end shouldn't deprive disabled people from access to food for days and no backup in place to address these concerns. I even spoke to the store manager who promised to call me back in 30 minutes (allowing time to look into the problem) but I NEVER received a call back. Kroger customer service disconnected the call twice after confirming my callback number.

Technology fails - that's been proven over and over. What fail-safes are in place to prevent harm to vulnerable populations?

3) Even after waiting for the authorization hold to be released, Kroger failed to add the coupons that the system never restored after the order was cancelled by Kroger/Smith's. I lost nearly $50 in coupons ($30 for Folgers coffee alone). Kroger customer service stalled and said yo wait a few hours for the system to update, then 24 hrs, etc. Coupons never became useable again.

I couldn't use the $20 credit because y'all still didn't fix any of the problems.

Since I was deprived of my money to purchase groceries and the needed coupons, I had a friend try to order my groceries. That person, a disabled senior, had error appear while submitting the order on their Smith's app. Their funds were held for authorization hold over the extended Labor Day Weekend as well. The error said the order couldn't be processed, yet the funds were put on hold. There's a serious problem what least the order of processing events on Smith's app. MONEY SHOULDN'T BE AUTHORIZED IF AN ORDER CANNOT PROCESS. The authorization should be the final step after they confirm the order can pass all processing checks.

Until Kroger confirms they had fixed the problems with their technology, I can't use the $20 credit nor do I feel safe attempting another order since a second person's funds were tied up wrongly by Kroger glitches.

Regards,

***** ******

Business Response
Date: 09/06/2025
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 understand how frustrating this must have been, and we truly regret that we fell short of meeting customers expectations in this instance.

We kindly encourage our customers to contact us immediately whenever they encounter unexpected results or error messages while placing an order online. This allows us to provide prompt assistance and escalate the issue directly to our technical support team for further investigation and resolution.

Additionally, we recognize that a pre-authorization hold may have appeared on customer's account during this process. Please know that authorization is part of their bank’s standard policy when handling credit card transactions. It verifies the validity of the payment method and checks for sufficient funds, helping to prevent unauthorized or fraudulent activity. As mentioned in our previous communication, the outcome of authorization also depends on customer's financial institution’s policies.

On the other hand, we’ve provided instructions on how to redeem the store credit, which can be used not only for online purchases but also for in-store or pickup orders. Rest assured, store credit does not expire.

We truly value your business and want to ensure your experience with our online platform is smooth and reliable. We are continually working to improve our systems and customer experience, and you feedback is incredibly valuable to us. Our customers are at the heart of everything we do, and we are committed to serving you to the best of our ability.
Customer Answer
Date: 09/08/2025
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 failed to respond to any of my concerns expressed in my last response. Simply repeating the same prepared statement - just wasted everyone's time.

I request Kroger address the concerns expressed in my previous responses (I believe Sept 2nd and Sept 5th have very specific concerns including ADA VIOLATIONS and TECHNOLOGY PROBLEMS - specifically the order of processes when an order is submitted).

Please address each concern.

Regards,

***** ******
Initial Complaint
Date:08/28/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've paid for a year Boost membership (free delivery over $35) then they decided to charge me a delivery fee on an order anyway (spent over $35) and tried to blame me for it, saying I did something wrong even though I've been placing the same order all year without this particular issue. Why would I choose to pay extra when I've already paid for the year? They wouldn't refund the delivery fee and I can't cancel the membership either. There's other issues I won't mention but I just want my membership cancelled and pro rated refund.
Business Response
Date: 08/30/2025
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 any inconvenience caused regarding the delivery fee not being waived as expected. We understand how frustrating this experience may have been and appreciate the feedback.

We respect customer decision to cancel their Boost membership and want to confirm that the auto-renewal for subscription has been successfully disabled. Membership will remain active until February 18, 2026, and they will continue to enjoy all associated benefits until that date. After this period, their membership will end unless they choose to renew it manually.

Please rest assured that feedback and experience has been shared with our internal management team for further review. We are committed to improving our services and ensuring that our policies are communicated clearly and fairly.

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

Regards,
Kroger
Customer Answer
Date: 08/30/2025
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.
Please make it to where you can have things delivered/picked up, not one or the other. It's very inconvenient when you can have all items delivered except for one that's pick up only.

Regards,

***** ********
Initial Complaint
Date:08/26/2025
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.
On July 11,2025 i went to Fred Meyer fuel and filled up my truck with regular unleaded fuel. After that i went home which was about 3-4 miles away. When i left to go to the store on Sunday July 14, 2025 my truck started losing power while driving and then stalled on me. I had to have it towed to Lithia Toyota in Medford and when they did their diagnostic on the truck to find the issue it was determined that my gas tank was over half full of water. My truck was still on full from filling up on July 11. The dealership told me that there was no other way that water would have gotten into my gas tank. I filed a claim with Fred Meyer and was just notified today that they are denying my claim because they are not responsible for the water getting into my gas tank. I am beyond upset because it caused $1200 in repairs to my truck and they are not taking responsibility for it.
Business Response
Date: 08/28/2025
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's truck got compromised due to the fuel they purchased from Fred Meyers on July 11, 2025. This is not what we want them to experience from us. For further assistance, we ask for them to follow the steps below to be assisted in their issue:

1.File an incident report to the store or fuel center where they bought fuel.
2. Secure the reference number from the report.
3.Directly call our claims department, ******** at ###-###-####

We sincerely apologize for any hassle this has caused the customer. Please accept our honest apologies for any inconvenience this has led to as we continue to carry out certain policies to be fair with all our customers. We value all the shared feedback that we know that can help us improve in so many ways.

Regards,

Kroger Co.
Initial Complaint
Date:08/25/2025
Type:Sales and Advertising 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.
Item out of stock and in closeout. They never had the product when I looked for it anyway,
Business Response
Date: 08/25/2025
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 regarding of the out-of-stock items on the store this is certainly not what we wanted for our valued customers. For us to properly escalated the issue to the relative department, may we request to the customer to provide the following information.

1. Item/s that is out of stock
2. Store location
3. Date and time of incident

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: 08/25/2025
Better Business Bureau:

1. Item/s that is out of stock Blue Bunny ice cream - I had to go to *******

2. Store location ****** **** ******* ***** *************

3. Date and time of incident Multiple times over a week or so.

Regards,

**** ******

Business Response
Date: 08/27/2025
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 sorry that the item the customer wants is not available on their local pharmacy or on their location. We are working hard to provide good service to our customer. We appreciate that the customer is shopping with us and requesting for an item to be available in our stores.

If a product is not available, the customer may request/suggest that we carry a shelf stable product on our Vitacost site by visiting www.vitacost.com/product-request.

Our goal is to bring our customers the best quality products at the best price. To do this, we have to manage our store space well. Each of our brand products must “stand on its own,” meaning it must pay its own way. Each product passes certain criteria to earn its way onto our shelves – including a rigorous tasting panel. It takes a lot of effort and time to discontinue a product, so we don’t do so without good cause. This is why we may only discontinue a product at the store level instead of nationally.

We are unable to ensure to have an item to be in-stock in the store as it depends on the needs, supply and demand of their inventory.

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: 08/27/2025
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:08/24/2025
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.
On August 23, 2025, I placed an order through Kroger for 2.2 lbs of sirloin petite steaks advertised for $11.99. However, upon delivery, I received only 1.82 lbs of meat and was charged $21.82—almost double the advertised price. Additionally, the product was not as described; instead of steaks, I received irregular chunks of meat slightly larger than stew meat.

I have attached photos showing the advertisement and the actual product received. This is clear false advertising and overcharging.

This is not an isolated incident. I have had numerous issues with my paid Kroger Plus membership, including:
• Frequent overcharges and price discrepancies compared to advertised prices.
• Receiving poor quality products, including items that are rotten or severely damaged.
• Inability to resolve issues easily through Kroger’s 100% Satisfaction Guarantee because the process is unnecessarily difficult and time-consuming.

When I call customer service, I often:
• Wait on hold for extended periods of time.
• Get hassled or dismissed
• Have been hung up on multiple times before ever speaking to a representative.

The chat option is ineffective because it uses a chatbot with limited menus that cannot resolve most issues. Emailing customer service is also frustrating—it can take up to two weeks for a response, and when they finally reply, it is clear they did not read the original message. They repeatedly ask for the same information (order number, name, loyalty number) that was already provided in the initial complaint, which delays the resolution even further.

This level of service is unacceptable.

Resolution Requested:
• A full refund for the misrepresented and overpriced sirloin petite steaks.
• Assurance that Kroger will address these repeated issues with false advertising, quality control, item mishandling, and customer service.

I expect timely communication and resolution without unnecessary delays or repeated requests for information that has already been provided.
Business Response
Date: 09/04/2025
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.

Upon checking, the customer placed the order on August 23, 2025, and the order was delivered on August 24, which possibly caused the price change. Kindly let the customer know that online prices reflect the in-store price on the day that the customer places the order. Some prices may change between the time that the customer places the order and the time it is delivered. The exact price of each item will be printed on the receipt.

I successfully processed $21.82 for Private Selection Petite Sirloin Steak. Please inform the customer that the refund generally takes 1-3 business days to return to the original form of payment.

Thank you for bringing this issue to our attention, and we look forward to serving you better in the future. I hope you have a great day.

Regards,

Kroger Co.
Customer Answer
Date: 09/04/2025
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.

I accept the refund, thank you, however, I do NOT accept the written response because Kroger has not acknowledged, nor fixed, their error which still exists on their app and website. Instead, the response implied that the price discrepancy was caused by me based on the changing sale (ordering the night before the sale ended). That has ABSOLUTELY NOTHING to do with my complaint. It is obvious that my original complain and photos were not viewed closely and a quick refund was given to pacify me. I took a lot of time and effort to provide documentation, so I am not happy about this being turned around to make it seem like I’m at fault. Kroger is advertising a fixed price for meat and it says absolutely nothing about it being the price per pound. Take a look at the newest of photos that shows the problem still exists on Kroger’s app and website. The product name is different than when I ordered, but as you will see, it does NOT say per pound. Look at all of the customers posting false advertising complaints. Own up to the mistake that Kroger has made and fix the issue once and for all. I’m sick and tired of catching Kroger’s mistakes that cheat their customers out of their hard earned money. It’s not right - intentional or unintentional. It is a nightmare trying to contact and receive a timely response from Kroger.

Regards,

****** ****
Initial Complaint
Date:08/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’m a Kroger Boost member, and my upcoming order for August 20, 2025 was a complete disaster. EVERY SINGLE FROZEN ITEM—16 IN TOTAL—WAS MARKED UNAVAILABLE, and not one substitution was offered. These were all common brands.

Adding to the confusion, I was notified the night before delivery—which has never happened in any of my past orders. I usually receive out of stock notifications a few hours before delivery in the morning. This change in timing, paired with the total failure to fulfill or substitute ANY frozen items, suggests a serious breakdown in the system. Maybe the frozen section broke down, I don't know.
I called customer service, and the representative had to contact the warehouse. The only thing I was told is that there was “no explanation” for what happened, and that if I picked substitutions, they would’ve tried to fulfill them. But I DID CHOOSE SUBSTITUTIONS, and the app still showed 0 FULFILLED. That’s not acceptable.
I canceled the $175 order because I no longer trust the fulfillment process. I’m frustrated and disappointed. This doesn’t feel like a normal out-of-stock situation—it feels like a system failure.
Boost members deserve better.

I sent a message using Kroger's contact form asking Kroger to escalate this matter to a manager to explain to me exactly what happened that would cause all 16 of my frozen items from a variety of brands to be out of stock. The answer I received was: "..., this is an automated message asking if you still require assistance on this matter." That answer in and of itself is a problem.
Business Response
Date: 08/25/2025
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 regarding of out-of-stock item for frozen product and offer a substitution, this is certainly not what we wanted for our valued customers. We are continuously communicating with the relative department regarding the issue, and we apologize for the duration of time taken to resolve the issue. Please trust that we are checking every corner of the issue to ensure that we provide the best resolution to the customer.

For the inconvenience I already added $30 credit on customer account. The credit can be used to purchase any product in the store or online except for products such as alcohol, tobacco, money orders, postage stamps, fuel, gift cards/certificates, lottery, promotional tickets, and pharmacy purchases. Note that the credit cannot be applied to ship orders but can however be applied to in-store purchases, pick up, and delivery.

For In-Store purchase, the cashier will receive a prompt for the credit. If using Self-Checkout, you will see the prompt. For Pickup or Delivery, your credit will deduct during the checkout process of your online order. You can view your balance on our banner website, under "My Account", listed as an "Account Credit". For Instacart delivery for you to use the store credit please make sure that you will advise directly the shopper that you want to use your store credit.

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: 08/25/2025
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. Thank you.

Regards,

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

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

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

The Kroger Company is NOT a BBB Accredited Business.