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Kroger

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Overview

Kroger has a rating of 1.3 stars from 346 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Kroger most frequently mention customer service, many times, and self checkout problems. Kroger ranks 95th among Recipe sites.

  • Service
    184
  • Value
    172
  • Shipping
    93
  • Returns
    100
  • Quality
    150
Positive reviews (last 12 months): 4.5%
Positive
2
Neutral
0
Negative
42
70
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How would you rate Kroger?
Top Positive Review

“Valued employees”

Theresa T.
8/29/23

1 AM Dixie Highway (Official) Doreen Brightwell. 1h Shout out to Theresa and Deborah at the Shively Kroger to Night. Theresa was the cashier and Deborah was the Bagger. They were the ONLY lane open and it was backed Up. There were four other employees standing around Talking doing absolutely nothing! Theresa told me it was Her day off, but she came in to help out. It's good Employees like these two ladies that will finally get tired of Doing the work for others and quit to go somewhere else Where they are valued. Do better Kroger!

Top Critical Review

“Customer service connect staff keep hanging up on me”

lena d.
1/16/24

Kroger's online shopping is the worst experience. They have people answering the phone with attitude and just keep hanging up and put you back in the queue without letting you know. I have called four times and the issue still has not been solved. I am forced to file a chargeback on my credit card because their so-called customer connect has failed me on all levels. What protocol do you have in place if your so calls are being monitored? Disgraceful ZERO stars from me

Reviews (346)

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customer service (104)
Thumbnail of user doreena80
1 review
4 helpful votes
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August 29th, 2022

You people are raising prices just to raise them. A few examples Betty crocker angel food cake your price $4.29 Walmart $2.83.
It is a disgrace! Charging $23 for a small pkg of pork chops. Many other things way over the top on pricing. My friends and I are now shopping at different stores. I am not paying extra for some damn CEOs yacht. There are only 5 items that are your brand that I will continue to purchase. Your disgraceful!

Thumbnail of user debbyf35
1 review
3 helpful votes
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September 20th, 2022

I was so excited to try Kroger! The idea of fresh food delivered to my doorstep while shopping in their massive website sounded great. But, it was a nightmare. I placed 4 orders in 4 weeks and every single one was wrong, overcharged, items missing, no substitutions made, they don't honor their coupons so I've had to call 4 times to get refund for correct prices, hold times are EXTREME, and they aren't honoring this last one for 14.79. On a 188.00 order! Yep, it's just 15 bucks but hey, that is food or gas money.

Not happy at all with this lousy customer service. The web site is really slow too, making it an ordeal just to order.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mikrosoftsuksdabig1
6 reviews
2 helpful votes
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August 24th, 2023

To be fair, most of their standard items are ok. But i got a bad watermelon on one trip. Then i bought some cinnamon donuts. They were old and hard. Threw them out. Contacted the store and the response was.
- The Date and Time on your receipt
- The address of the store you visited
- Your Shopper's Card Number or alternate id used to make purchase.
- The UPC (bar code) number on the product packaging
- The Date code and any additional information in its vicinity
This is exactly why they don't get the real number of complaints about the products and service. People do not want to go to all the trouble of getting some kind of 'resolution'. And they know it. Sorry i tossed my proof of purchase

Thumbnail of user selenaw38
1 review
4 helpful votes
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April 12th, 2021

First time ordering shipped items, Just had some food shipped was leaking all over other items. Pick up, and delivery are both bad every single time especially with on sale, coupon, or bogo free items, you'll pay full price, and won't get the other free one. Shopping in person is also bad, as it's the only place that caused me to over draft twice for fake sales, I could go anywhere, and they always let me know it declined, but this place is able to overdraft me.

Tip for consumers:
Don't waste your time calling managers, leaving feedback, or taking surveys about your shopping experiences, it's a waste of time/effort. they never make things right, or do better, once they over charged me $60 had to wait 3 days for my $ to get back on my card, they did nothing. A delivery lady almost passed out on my porch wearing a mask in the hot, it was to leave at door, no one was outside, I could hear her asthma attack like weezing/gasping really hard, kroger didn't help.

Products used:
shipping, pick up, delivery, and in person shopping services.

Thumbnail of user amandai328
1 review
5 helpful votes
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April 21st, 2021

They dont follow policy posted online. If you think your gonna return an item you just bought, think again. They will not process returns over 50 dollars. If you buy something expensive make sure itss for keeps. Even with a receipt in the return window the answer was I dont care and a wave off stomp. Miguel as 505 Dacula rd at Dacula Kroger. He stated he was the only manger so good luck reporting me.

Tip for consumers:
Do not purchase. Cooperate doesnt care. No one holds managers accountable.

Products used:
Pawscout pet tags. Refused to return them with a receipt. I share my receipt details as they are nothing more than an eyesore at this point.

Service
Value
Shipping
Returns
Quality
Thumbnail of user debs513
1 review
1 helpful vote
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October 7th, 2021

They usually have good meats and produce with enough discounts and coupons to make it worth driving extra miles to get there. But I am really hating their awful cartoonish commercials. I change the channel or mute them. The banana one is the worst. You can buy a banana ANYWHERE. Why make that the focus of a very expensive advertisement? You're trying to lure me in with BANANAS? Or maybe the free spelling lesson? Ugh

Products used:
Cheese, ham, cookies, fruit

Service
Value
Returns
Quality
Thumbnail of user schumacherd79
2 reviews
5 helpful votes
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July 14th, 2023

Ordered food. For delivery. I put no substitutions. They did it anyway they doubled the price I ordered took it right out of my checking account which I did not approve. I I don't understand how this company gets away with sending you food because you got money in your account and the most expensive they have. This company you gotta watch them they overcharge you and it's happened to multiple people. I'm done with store.

Thumbnail of user krisb372
1 review
0 helpful votes
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April 24th, 2023

Very often cannot get advertised items they have already run out early in ad cycle. Produce, Bakery and Deli are not Sanitary looking. The seafood and meat counter is clean and well stocked but the prepackaged meats area are dirty.

Thumbnail of user harryh43
103 reviews
328 helpful votes
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October 7th, 2018

Kroger shows up as stores with different names throughout the western US. Where I live it's Smiths Food and Drug. They have Kroger branded goods and gasoline. Their prices are better than Safeway and Albertsons by far. Meat and produce are good. Gas is usually the lowest in town.

Thumbnail of user pattyb301
1 review
0 helpful votes
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December 23rd, 2022

I received excellent customer service today in the deli department by Phil. This is at Kroger in Plano off Custer Road and Parker. I will definitely look for him every time I go into the store to buy my deli meats and cheeses.

He was such a nice guy!

Service
Value
Returns
Quality
Thumbnail of user davist18
7 reviews
4 helpful votes
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April 26th, 2019

Been going at Krogers for years and always out of almost everything on sales and are never fully stocked but this time it was exceptionally horrible. Service was extremely slow, staff was impolite and manager full o excuses. Seriously waited in line for 20 minutes at the service desk. I will never ever shop here again

Thumbnail of user ajj88
1 review
1 helpful vote
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May 12th, 2022

Although minorities and low income people are the greatest patrons of Kroger stores, the communities have the worse kept stores. Store appearance trashy and products poor quality. This should be unacceptable by the politicians in our cities, but the wealthy and majority rules... sad.

Service
Value
Quality
Thumbnail of user victoriah807
1 review
0 helpful votes
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November 4th, 2022

I scheduled a delivery and after leaving work to put my food away, was notified by Kroger that my food would be several hours late. Try calling them to cancel! I have been on hold now for 15 minutes.

I am also trying to cancel my membership.

Tip for consumers:
Their delivery is undependable.
Their customer service is absolutely the worst.

Products used:
grocery

Service
Value
Quality
Thumbnail of user jayt638
1 review
0 helpful votes
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August 11th, 2022

Kroger helps me save money and time by offering great store brand items in a wide variety of categories from food to personal care. Most of the store brand items are great quality like you would find from national brands yet they help me keep a great quality of life and save money at the same time. I like the option that Kroger is rolling out the Click List grocery pick-up service at many of the stores, I just wish it was available at every store, as my closest Kroger does not offer the service yet.

Service
Value
Quality
Thumbnail of user ajm28
3 reviews
9 helpful votes
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September 4th, 2022
• Updated review

I left Kroger a couple of years ago, but made the mistake of trying them again. Kroger is only a few blocks whereas my current store is 3 miles. So I thought I'd dash in to see if the store I used to shop at before they became insufferable had improved. Nope. This time when the cashier badgered me to fill out the fuel card form, and I said I didn't want to, he held up the line and continued nagging, when I wanted out of the store. Then he LAUGHED at me and dragged customers in line into it. "Why doesn't she want the card?" And so this woman behind me also started laughing. I'm still stunned by what happened.

I told a floor manager as I was leaving. But since it's a mgt thing to get people to use the card, nothing wil change. I don't even use that gas station. So I will never return to Kroger. I'd rather drive the 3 miles to the store that treats me well every time.

Poor Service Equals customer loss.
January 12th, 2022
• Previous review

The title says it: back to back rudeness, excuses for poor management, failure to adequately staff checkouts and stock shelves etc. More excuses and failure to assist. I suspect this long known institution is going out of business. I even wrote the home office: they were "sorry." I am with a different store today and am treated with respect in a large and well-stocked business. So long Kroger.

Thumbnail of user kathleenc556
1 review
7 helpful votes
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August 2nd, 2020

My first instacart order will be my last. They kept sending me more and more text messages that the store didnt have what it advertised as having, out of 22 items, 7 had to be replaced... but the instacart worker did NOT tell me what the subs were or what they could substitute. The last item they sent a photo that was too small to see and asked me what I wanted instead. No suggestions! No help whatsoever! Now, they won't cancel a 100.00 order//that's all my money for food the next 2 weeks..

Thumbnail of user davidr5612
1 review
1 helpful vote
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January 5th, 2023

I could only get 2 of the 4 items that I was shopping for, which is typical. Plus, I and another customer, waited for at least 6 minutes at the customer service desk and nobody waited on us. I finally left. I would shop somewhere else, but kroger forced the nearest competitor to sell out.

Service
Value
Quality
Thumbnail of user cr564
1 review
1 helpful vote
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February 21st, 2023

Not only did our driver crash into our fence backing up, but he denied it, cursed us, and was extremely unprofessional. My husband, my children, and I all observed the accident and he still denied it happening (even with the damage to his truck to prove it). Never again will I use Kroger delivery. Beware!

Service
Value
Shipping
Quality
Thumbnail of user christinah1391
1 review
0 helpful votes
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August 23rd, 2023

I experienced the Kroger pharmacy drive thru today and I am so happy with this feature as a Mom. I can go during nap time and I don't even have to get out of the car. Their service was also excellent and about to answer all of my questions. I am so doing this for now on.

Products used:
Pharmacy

Service
Value
Shipping
Returns
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Thumbnail of user purpledaygirl435
3 reviews
3 helpful votes
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September 25th, 2023

I live in SW Colorado and have spent the last week trying to find a covid booster. The local store employees are outstanding. The people answering the customer service lines hang up on you if they are not competent enough to perform customer service. Kroger is the ONLY store in this town of 19,000 that has not delivered covid boosters to the local pharmacies. I've shopped at Kroger for over 40 years. I grow more disgusted with Kroger every year. I believe Kroger is more interested in the business of taking over Albertson's than taking care of the customers they've had for years.

Tip for consumers:
I'm so disappointed in Kroger. Safeway and Walgreens offers the covid booster and has filled all appointments. Silly me.....I've been counting on City Market, since I've shopped there for 40 years.

Products used:
Trying to get a vaccine.

Service
Value
Shipping
Returns
Quality
Thumbnail of user elizabetha2076
1 review
0 helpful votes
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August 13th, 2023

We do not have brick and mortar stores in San Antonio, but supposedly Kroger delivery service is available in our area. I downloaded the app, created an account and tried to place a delivery order. The app would not let me put in my card information, just kept asking me to sign in, so I gave up and ordered from HEB.

Service
Thumbnail of user robina252
1 review
4 helpful votes
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January 27th, 2021

I have been a loyal Kroger shopper for many years. I have heard that Kroger's has stopped the sale of the My Pillow. If this is true I will choose to shop elsewhere. Everyone has a right to a political position. I do understand this as an American, when your political stance infringes on others the be exact at least 75 million people. You have over stepped your boundaries. It's your store your choice to shun the Republicans in this world, but there will be many of the 75 million people who will take offense to this and stop shopping at your stores. Have your political view, but don't shun republicans who do not have your same mind set... It will not be good for business.

Thumbnail of user dougr320
1 review
3 helpful votes
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March 11th, 2023

My son was sick at WVU with a 103 temperature. I signed up on line to get food delivered to him. I live in NJ so this was the only way to get him the necessities to get him better. They would not make the delivery because I needed to establish buying from them in their store. I complained and told them what was going on and they still would make an inception. I than got his food delivered from Walmart and it was much cheaper. To the managers of Kroger's that did not want my 60 plus dollars your policy is stupid and you should be ashamed.

Service
Value
Shipping
Thumbnail of user tamaram604
1 review
0 helpful votes
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February 5th, 2024
Verified purchase

Every time it will state delivered when it's not, then tell you it will be late.has happened the last 6 times. Then didn't get alot of the items you ask for. Absolutely terrible

Thumbnail of user cyndis108
1 review
0 helpful votes
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September 23rd, 2023

Somebody used my Kroger account to buy groceries that also came off of my debit card. I called my bank and they found it to be fraud but Kroger will not listen and refuses me service to order groceries. Very unhappy with Kroger guess I'll stick to Walmart

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