Kroger Faces Backlash for Overcharging Customers Nationwide

Detroit, MI

A recent investigation by Consumer Reports revealed that grocery giant Kroger has been overcharging customers across its stores nationwide, sparking significant backlash among consumers. The probe uncovered discrepancies between shelf tag prices and registered checkout prices, resulting in customers facing an average overcharge of $1.70 per item—a discrepancy of over 18% from advertised sale prices.

The investigation stemmed from claims made by Kroger employees in Colorado during union negotiations, which highlighted ongoing issues with price labeling. Observations revealed over 150 products with expired sale tags, including popular household staples such as Cheerios and Nescafé. The growing number of customer complaints led to nearly 700 comments on a social media post discussing Kroger’s pricing issues and digital coupon problems.

Legal Framework Protecting Consumers

Consumers in Michigan are shielded by the Shopping Reform and Modernization Act, commonly referred to as the “scanner law.” Enacted in 1976, this law requires that prices for most items be displayed clearly near the products sold. Amendments to the law, effective from September 1, 2011, permit retailers to use signs, electronic readers, or price stickers rather than requiring individual price tags, though there are exceptions for items sold by weight or volume that are not packaged.

To secure refunds for overcharges, customers in Michigan must notify retailers within 30 days and keep their receipts as proof of purchase. Both Kroger and competitor Meijer confirmed their adherence to Michigan pricing laws and underscored their commitment to pricing integrity.

Findings from the Consumer Reports Investigation

Consumer Reports conducted its investigation in 26 Kroger stores across 14 states and Washington D.C. The findings revealed a troubling trend of overcharging practices at Kroger, aligning with complaints lodged with the state of Michigan. There were 229 consumer complaints reported to the Michigan attorney general’s office regarding Kroger’s pricing, with several confirmed violations.

The investigation highlighted major concerns regarding Kroger’s staffing cuts, which have impeded employees’ ability to regularly update price tags, thereby causing discrepancies between sale prices and checkout amounts. In response to the findings, Kroger officials denied the claims, arguing that the investigation exaggerated pricing problems. The company pointed to its established “Make It Right” policy, which empowers employees to resolve and rectify pricing errors reported by customers.

Legal Battles and Consumer Advice

The growing dissatisfaction among consumers has led to the initiation of class-action lawsuits in various states by individuals who experienced chronic pricing errors at Kroger stores. As a result, it is advisable for consumers to maintain records of sale tags and thoroughly review their receipts when shopping at Kroger locations. If discrepancies arise during checkout, consumers should promptly demand refunds and report any issues to the retailer.

As customers continue to express frustration over these pricing violations, the spotlight remains on Kroger’s pricing practices and their adherence to consumer protection laws.