Kroger: item arrived damaged or defective

Collect

• photos of the item
• order number or receipt

Steps

1. Photograph the item and keep the receipt.

2. Contact Kroger customer service through the contact page or by phone and ask for a refund.

   OnlineKroger customer support contact page (chat, email or phone)

3. For an Instacart-fulfilled order, contact Instacart.

   PhoneInstacart Customer Happiness Center (Instacart-fulfilled Kroger orders) +1-888-246-7822

More contacts for this issue

Rules in force

• Magnuson-Moss Warranty Act
  15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules

  Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.

  Source: ftc.gov, verified 2026-10-12

  1 citable point

  • Policy

    Under a "full" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.

    Source: ftc.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   OnlineKroger customer support contact page (chat, email or phone)

2. Supervisor

   PhoneKroger customer service (1-800-KRO-GERS) +1-800-576-4377

3. Written complaint

   EmailKroger customer service email customerservice@kroger.com

4. Executive office

   MailKroger corporate headquarters The Kroger Co., 1014 Vine Street, Cincinnati, Ohio 45202-1100

5. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

6. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

7. Public complaint

   RegulatorBetter Business Bureau

Watch out

Related

• Item arrived damaged or defective at other companies
• Retail and online shopping — how complaints work
• Kroger: lost package