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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

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The Kroger Company has 2548 locations, listed below.

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    Customer Complaints Summary

    • 1,570 total complaints in the last 3 years.
    • 569 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2022

      Type:Delivery Issues
      Status:
      Answered
      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 order for delivery on 12/17/2022 in the amount of approximately $150.00 to be delivered 12/18/2022. I received notification the delivery was completed and discovered not to my address. I called to find out where my groceries were and was told they were delivered to the wrong address and they would submit a refund in 7-10 business days. I advised this to be unacceptable as I need to feed two kids and money is tight. They offered a $30.00 in store credit? I paid them $150.00 and now have no groceries and no refund for 7-10 days. This is theft. I paid them for delivery of goods and got nothing. This is unacceptable. I want my money back!!!

      Business Response

      Date: 01/05/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.   I truly apologize for inconvenience or frustration this may have caused.  The refund was processed  back to the  account on 12/29/22.  The authorization code is ******.    We also added an additional $10 credit to the customer loyalty account to be used towards their next purchase.  We truly apologize for the delay.

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:12/16/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      The Fred Meyers isn't listed, it is the one located at ****** ***** **** ******** *** *****, this Fred Meyers has just stolen over $20 from my EBT, not to mention that these folks have done this dozens of times to other people, it's a out time they woke up and got what's coming to them, either fire their current employee chart, or fire those who act like they own it when in truth, they don't, so they have no right to mistreat or take money without handing it to the customer who's money it is, this is the last time they can do this, I want them shut down, or I want the grand total that they owe, one of three options they should have, get shut down, fire all current employees, or pay up what they owe.

      Business Response

      Date: 01/03/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB.  We apologize for any inconvenience this may have caused.  It is not our intention to frustrate our customers in any way.  To further investigate this matter, we ask for the customer loyalty card number or the alternate ID associated with the customer account.

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:12/15/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      The Krogers on Staples Mill Rd in Richmond, VA., shorted me out of $50. ****** the Manager, said they couldn't take my word for it, & refused to give me the $$, or even a GC. He said the bookkeeper has to count the drawer & will call me Friday. Is this how Kroger's makes a profit? The Cashier laughed about this.

      Business Response

      Date: 01/03/2023

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

      Regards,
      Kroger Co.

    • Initial Complaint

      Date:12/15/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      so I went to go buy some products from my local Frys store, to be precise, 8 12 packs (7.99 each), 4 packs of soup, and 2 microwave pizzas, the add-in question just states you have to purchase 25 dollars minimum purchase to get 4 of the sodas for that price. no problem 4 12 packs equal 32 dollars I'm over the min now. the other 4 should be at a discount price still keeping above the 25-dollar minimum that the ad had. but because i was buying 8 sodas I couldn't get the sale price and they wouldn't adjust 4 of the sodas down to that price and said that it has to be 25 dollars in groceries. that the sodas don't count as groceries and i would have to put back stuff and go buy 25 dollars of different items. the ad doesn't state this nor does it state that you can't have more than sodas to count towards this total. this is a straight-up lie to the advertisement. also, the instore price information doesn't state either that you only have to have 25 dollars minimum

      Business Response

      Date: 01/03/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please be assured that our company values its customers and it is not our intention to confuse or frustrate our customers in any way. We will be happy to assist with this issue. To expedite the resolution, we ask for the customer loyalty card number or alternate ID associated with the account.

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:12/13/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Placed on online order for delivery and Kroger uses InstaCart to deliver their groceries when you order on the KROGER app. Instacart worker spent over $600. My total at checkout on the app was $179. I reach out to Kroger letting them know the shopper bought stuff for themselves and my groceries were not delivered. I want a refund. Now being told it takes up to 10 days for them to refund me. WRONG. I WORK IN ACCOUNTING. RELEASE THE MONEY TO MY BANK IMMEDIATELY. I’ve reached out several times online to chat with the customer service agents and they will flat out disconnect without ever speaking to me or disconnect after I explain what has been going on. Absolutely ridiculous. If anything ever happens and you need a customer service agent…., they are few and far between. Will No longer be shopping at Kroger as I’m sitting with a negative bank account and no groceries to feed me, my husband, and toddler. Thanks Kroger, ya really out did yourselves

      Business Response

      Date: 12/20/2022

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

       

      Regards,

      Kroger Co.

      Customer Answer

      Date: 12/20/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
      I have contacted the Kroger customer service agents via phone and Chat every single day for 12 days straight. I would LOVE to say I’ve even received a response from half of those people. Today makes the 10th business day for my first refund… of course it’s not in my bank account. I contact Kroger AGAIN today. Only to find out that they submitted the refund wrong and it will now be an additional 3-5 business days. Why are we stalking? Where’s my money? AND the fact that there had to be two separate refunds because it took me reaching out to multiple agents for someone to understand you guys were not willing to give me all of the money owed. The customer service experience has been EMBARRASSING from you guys. I am just in shock at the lack of concern. Will no longer be shopping in your stores, thankfully. I don’t want money taken from me and god forbid I have an issue and need to reach out to anyone. The issue is not resolved. Your response is unacceptable. Telling me you’ll forward my complaint and get back to me? How about refund the money? Just a thought. All around an awful experience and again.. still waiting for my money
      Regards,

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

      Business Response

      Date: 01/03/2023

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We truly apologize for any inconvenience this may have caused.  The refund for $492.14 was issued back to the customer account on 12/20/22 authorization code ****** and the refund in the amount of $106.02 was issued back on 12/21/22 authorization code ******.

      Regards,

      Kroger Co.

    • Initial Complaint

      Date:12/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Over the past 12 months, when doing the online pickup, we have consistently gotten expired products (meat), rotten meat, moldy produce, and incorrect items. We have called the store and it is so difficult to get a resolution that we have just started throwing away the food. This happens almost every week. This week was an open package of ham that was rotten, last week was moldy blueberries, and we have gotten rotten ground turkey multiple times.

      Business Response

      Date: 12/30/2022

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We understand your concerns regarding the product quality at your local store and we apologize for your experience.  Our company prides itself on offering fresh, exceptional products and we value your input.  Thank you for bringing this to our attention.  Your letter has been forwarded to our Quality Assurance Team for review.

      In an effort to provide the highest quality products possible, we offer a money back guarantee on all of our products.  If you are ever dissatisfied with one of our products you are welcome to return the unused portion of the product with your receipt to the store for a refund or exchange.

      Please respond with your order number or your 12-digit card number and receipt information:

      1. Date of the transaction

      2. Time of the transaction

      3. Series of numbers after the time

      4. Amount of transaction

      I would be more than happy to assist. We look forward to hearing from you soon. Once received, we will follow up with you soon.

      Regards,
      Kroger Co.

    • Initial Complaint

      Date:12/13/2022

      Type:Billing Issues
      Status:
      Resolved
      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 completed a Kroger pickup order on 11.27.22 for pickup at the **** ***** Location at ******* Rd/ *********** Rd in Brentwood, TN. A few days later, I noticed a large change of 331.69 in in my bank account- that was more than I had ordered for this particular order. After reviewing the receipt closely, I noticed I was charged $170.66 for 1 pack of chicken because it was scanned for 34.22 pounds. I contacted Kroger on ******** on 11.30.m because people in the store are super busy and don't have time to mess with these types of issues when it can be easily corrected electronically. 14 days post contacting Kroger, there is still no resolution. I have had no email letting me know whek the refund would be processed. They tell me they have another day to process Today, I have attempted to call the store 3 times to speak with a manager. I have been hung up on twice (after being transferred by employee Jackson), thrn the rings and rings until disconnected. I have spent several hours of my time reaching put to Kroger without any resolution as of today. I understand mistakes are made, but a timely resolution is key. A $170 overcharge is approaching theft when you refuse to offer timely resolutions. They clearly need more staff in the department to handle these types of errors/incorrect charges on online orders. Online communication- fail- 14 days with no resolution. Call store by phone- fail- no one answers. That is why I'm contacting BBB.

      Business Response

      Date: 12/19/2022

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

       

      Regards,

      Kroger Co.

      Customer Answer

      Date: 12/19/2022

      Better Business Bureau:

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

      Regards,

      ***** ******

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Found a bug in my food!

      Business Response

      Date: 12/30/2022

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Please elaborate on your compliant.  We need more information in order to review your concern. Once reviewed, we will follow-up.   

      Regards,
      Kroger Co.

    • Initial Complaint

      Date:12/12/2022

      Type:Billing Issues
      Status:
      Answered
      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 dec. 4, I wrote a check for $16.99, check # 1206 ,dec. 9 I found Kroger took out $45.07 call the store, person said they were aware of the situation.Cashier who is name Joyce admitted to putting wrong amount and she call management to fix it. Went to store to get refund. I was told I had to go to bank and get proof. Call bank since Kroger used electronic checking there is no physical check to go by. File claim with bank. Kroger owes me $28.08 which I will never get back since the store shredded the check.

      Business Response

      Date: 12/16/2022

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

      Regards,
      Kroger Co.

    • Initial Complaint

      Date:12/09/2022

      Type:Billing Issues
      Status:
      Unresolved
      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.
      At the beginning of November Kroger had a digital coupon to transfer a prescription and receive a $50 store credit. I picked up the medication on Nov 3rd. Was told to expect the credit to be applied on my next shopping trip. It did not work. The cashier couldn't find it nor any proof it was there. I contacted Kroger through email on Nov 9th and received the message that it was there. So we attempted to use it on Nov 12th. Credit again was not there. I contacted Kroger again through live chat early on Dec 2nd. Again reassured the credit was there. No credit was available for us to utilize when we went to the store later in the day. Finally I have contacted Kroger on Dec 9th 2022 on phone. I have been again reassured that the credit is there but it is the fault of the store system, that is why we cannot use it. At this point we do not have any proof of this credit nor any proof that we can actually use it and cannot keep affording to buy groceries there to try, as our groceries we get are specialize diet items our other grocery store does not carry, and use it without any proof. I spent 55 mins on the phone to try to get it resolved and perhaps just put on a Kroger gift card so we have proof it exists and we can actually utilize it. They said they cannot, so they have escalated it. I would appreciate it if they could just take the credit we are owed and assured exists and put it on a gift card so we can actually use the money we are rightfully owed.

      Business Response

      Date: 12/15/2022

      Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. Upon review of the shopper's account, I see the customer received a $50.00 credit. This money will deduct from your next shopping order when your card is scanned at any regular checkout lane. Please remind the cashier at the beginning of the transaction that there is a credit on the card. Also, keep in mind that anyone else in your household who may share this account with you will also have access to this credit.

      Regards,

      Kroger Co.

      Customer Answer

      Date: 12/21/2022

      Better Business Bureau:

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

      I just went through a Kroger, used my alt ID to purchase some groceries and again was told there was no credit available to use. 12/21/22 time: 11:08am Attached is my receipts to show no credit was utilized

      Regards,

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

    The Kroger Company is NOT a BBB Accredited Business.

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