Complaints

This profile includes complaints for Kroger Personal Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kroger Personal Finance, LLC

  555 Race St Cincinnati, OH 45202-2347

• 

  Kroger Personal Finance, LLC

  1014 Vine St Cincinnati, OH 45202-1141

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:01/19/2024

  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.

  I purchased a Nike gift card from ****** on 8/5/23. I requested to load $150 onto the card and paid a total of $156.98. The transaction information from my debit card is PURCHASE AUTHORIZED ON 0**** ****** ** **** ***** * *** ******* **********340243.
  
  I gave the card as a gift and my fiance attempted to is the card a couple of weeks ago. He noticed the sticker adhesive was difficult to remove and he had difficulty making out the last 2 digits of the pin #. He contact Nike because he was not able to load the card for a purchase. They then informed him that the card had a zero balance. They said that the card had been purchased from “Glitter” however I purchased it from Ralphs. They also said the card was activated/used on 8/18/23 but my finance had not used it at that point
  
  I went to ****** on the evening of 11/29/23 to speak with a manager. I spoke with manager ******* who said that I was scammed. She asked if I had the gift receipt to the card but I did not keep it. She said there is a number on the receipt to call for these issues and she did not have the number. She mentioned that others have come to the store with the same complaint but they can’t do anything about it because they don’t know if the card was compromised before they received it. She told me to contest it with the bank or try to find the receipt for a number to call.
  
  I was frustrated that ****** refused to take accountability for selling a compromised card. They acknowledged that this is a problem in their store, yet they did not check the integrity of the card at check out. They also didn’t inform me to keep the receipt for future concerns about the gift card. ****** (or someone) should be held accountable for selling a compromised gift card. Please help me recoup the money that I paid to purchase this gift card for my fiance.

  Business Response

  Date: 01/30/2024

  We have received this concern and we are sorry the customer is having an issue with their gift card.  We are escalating this information to Nike for review and response.  We should have information on this case within 3 - 5 business days.

  Thank you and we apologize for the inconvenience.

• Initial Complaint

  Date:01/16/2024

  Type:Product 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.

  On September 10, 2023, I purchased a $200 **** ***** Gift card from The Kroger located at ***** ***** ***** ****** (see attached receipts). To use the gift card, you must scratch off the protective coating to access the redemption code. Upon doing this the redemption code scratched off along with the protective coating rendering the gift card useless.
  
  I brought the card and receipts back to the location during my next shopping trip on 9/17/2023 to resolve with the customer service desk. The clerk advised me that this was a known ongoing issue with **** ***** cards and they thought they had pulled them all off the shelves. She then called the Kroger disputes department at ###-###-#### to assist me with obtaining a refund.
  
  The representative confirmed with the clerk that sure enough the card was damaged and this is a known issue. Still, they wanted a photograph of the card and receipt. I sent these photos to ************************** three times and was advised to go home and she would contact me back with an update. She never did.
  
  On 9/18/2023 I followed up with the Kroger disputes department at ###-###-#### and spoke with someone who saw the issue in her system under case #******** and asked me to try sending photos again at [email protected] while on the phone with her. I sent it 7 times. She said she's not getting the emails but would call me when they come through. I never received a call. I called back. and get a new person who again gave me the same direction. I sent photos to [email protected] four more times. She escalated to a manager at ************************* who never called me back for resolution.
  
  I tried reaching out to this manager again on October 19, 2023 and December 29, 2023. I never received any response.
  
  I have exhausted all efforts with no resolution. Korger sold me a defective gift card and has not resolved the issue after 4 months.
  
  I need assistance and would like a refund at this point.

  Business Response

  Date: 01/24/2024

  We have received this concern and are sorry the customer had an issue with their gift cards.  We sent this information to **** ***** for review, the refund is approved and the customer should receive this within 10 business days.

  Thank you.

  Customer Answer

  Date: 01/24/2024

  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.  However the credit card that I used has since been replaced as I had a fraud claim back in December. If Kroger is unable to issue the credit back to the card used to make the purchase then I would appreciate it if I could be contacted to provide them with the updated account number at ###-###-####.
  
  
  
  Regards,
  
  
  
  ********* *******
  

• Initial Complaint

  Date:01/15/2024

  Type:Product 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 purchased two **** ***** gift cards on 11/28/23. When I opened the gift card packages right after back home, I found two cards were tampered with two completely different cards inside. I opened an investigation with Kroger corporate the next day for replacements. The case# is ******** and was told they will contact me with email on the status. I called multiple time in the past two months trying to get a status. Only being told today (1/15/24) that ********* has already issued me electronic gift cards to my email provided to Kroger. However I had never received any replacement cards in my email, Then Kroger CSR asked me to call ********* to get it resolved and provided me two gift card numbers. I called ********* support and found out the card numbers provided by Kroger were NOT valid ********* giftcards. These were two numbers giving to me: ******************, ******************. ********* support cannot help on this case and instructed me to contact the 3rd party (Kroger) where I purchased giftcards to get issue resolved. This is unbelievable how Kroger dealt with its customer on misinformation and gave me round about to skip any responsibility. Not only Kroger cannot guide its giftcard sales from fraudsters but also having no capability for in-store giftcard refund nor providing sufficient supports in corporate. Looking at how many customers were opened complaints here in BBB. Very frustrating on this.

  Business Response

  Date: 01/22/2024

  We have received this concern and are sorry the customer had an issue with their gift cards.  We sent this information to **** ***** for review and response.  We received an update that **** ***** sent egift cards to the customer but found the customer responded to us multiple times about not receiving them in their email.  Upon checking into the replacement distribution the email address was incorrect.  A refund has been approved to resolve this matter and the customer will receive this within 10 business days. 

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 01/25/2024

  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:01/14/2024

  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 purchased a $300 ********* gift card from Ralph’s on *** *** ******* as a gift for my wife. When she tried to use it, there was $0 balance. I confirmed with Ralph’s that the funds were applied correctly. They advised we contact the gift card company. The gift card company took no responsibility. I contacted *********, they said there was nothing they could do as the money was spent and not able to be tracked. They also said it is a known fact that grocery store-bought gift cards aren’t secure. I was told to file a police report, which I did. Called all 3 companies and nobody wants to take responsibility. So I, the consumer, am out $300 and my wife is out her gift. The companies allow the scam to continue even though they know theft is apparently common. They all got their money and couldn’t care less about the consumer.

  Business Response

  Date: 01/22/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  We will investigate this case by reaching out to ********* and ask for assistance on a resolution.  Please allow 5 business days in order to complete this review process and respond to this complaint. 

  Thank you. 

   

  Customer Answer

  Date: 01/22/2024

  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 since my money has not yet been returned. 
  
  
  Regards,
  
  
  
  ***** *******
  

  Business Response

  Date: 02/02/2024

  The refund has been approved and we estimate the customer will receive it within 10 business days.

  Thank you.

  Customer Answer

  Date: 02/02/2024

  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:01/12/2024

  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.

  I purchased an **** gift card from the ****** ***** Krogers, on January 9, 2023. I attempted to use the gift card that evening, however, the gift card was missing the last 6-8 numbers that were required for the gift card redemption.
  
  I called the store to file the complaint, but i was transferred to a dead phone number, I then drove back to the location to speak with someone in person. The Krogers, CSR told me that the store did not do refunds and that I would have to contact the Krogers Gift Card Refund Center. I was given a 1-800 number, which I called while still at the Krogers location.
  
  Krogers told me that I would have to contact the **** company first, and if they did not refund the card, "I should then call them back..."Very suspicious response.
  
  I called eBay, once I arrived back at my home. **** told me that they did not do refunds and that it was up to the company that purchased the gift cards to issue the refunds. The 1st **** rep also said that they could not see the missing digits on the gift cards. Which turned out to be a lie.
  
  I have gone back and forth with Krogers and **** for over a month with each side saying they would assist me with my refund, yet neither company has issued a refund.
  
  I had **** put a freeze on the gift card, while both companies went back and forth blaming each other for the error. I am now getting the feeling that one of the companies has canceled or stolen the $30.00 gift card.
  
  I just spoke with another Krogers rep 7 days ago, and she said she was more than happy to assist me, I have not heard from her, nor has she responded to any of my follow-up requests for an update.

  Business Response

  Date: 02/02/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  The customer contacted our call center and the update we see if the refund was issued to the customer on 1/19.  This should be received within 10 business days of that date.  

  Thank you and we apologize for any inconvenience.

• Initial Complaint

  Date:01/12/2024

  Type:Product 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 purchased a $500 **** giftcard from Kroger (Fred Meyer on ******* ** in ****** *****) on Oct 15, 2023 for $506.95. I have attached that receipt. I tested the card in ***** twice to make sure all was working fine. I used the card on Oct. 22 and then again on Oct 23 while on vacation in ******. I did not use it again. I checked the balance on Oct 25 and saw the balance was around $9. I noticed there were 3 charges for a total of $312.59 that I did NOT make. They were all made to the same place in *************. I call the number on the back of the card, ###-###-####, that day to report the fraud and was told to fax a copy of the front and back of the giftcard, front and back of my driver's license and the original receipt to ###-###-####. I have called numerous times to see the status of the situation. I faxed the information 3 different times per their request and sent hardcopy information via USPS once over a two month period. I received notification that all faxes went through to the specified number and a certification that the hardcopy was picked up from the PO Box. I called on Dec 27 to check status and they still had no record of the faxes or hardcopy mail. At that time, the rep did start a dispute for the $312.59 but she said she still didn't have the faxed information and I needed to fax it again. I complied and refaxed the information. I know they received the first fax as they said I needed to send it again as the copy of my driver's license was too small and could not be read. I am not sure what the status is and have not heard anything from them. They did say it could take up to 90 days, but I am not sure when that timeframe started. Since Kroger took my money for the card, I think they need to make it right and ensure I get a refund for the fraudulent charges. Thank you.

  Customer Answer

  Date: 01/16/2024

  Attached is a copy of the front and back of the card. The number I was given on my initial call on 10/25/23 is **********. This was given to me by a representative when I called the number on the back of the card. When I called Kroger Card Support at ###-###-####, I was given the same number and told to contact the number on the back of the card. 

  Business Response

  Date: 01/24/2024

  We have received this concern and we are sorry the customer is having an issue with their gift card.  This information was provided to ** ****, the card issuer, and dispute has been started by the bank on the account.  We anticipate this being completed and the transactions not authorized will be returned to the customer's account within the next 48 business hours. 

   

  Thank you.

  Customer Answer

  Date: 01/24/2024

  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. I would expect the transactions not authorized to be returned to the customer's account within the next 48 business hours. Since my only account was the gift card, can I assume I will receive a check or another gift card with the fraudulent charges of $312.59 included?
  
  
  
  ***** ********
  
  Regards,
  

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  Purchased Uber gift card from Kroger Store ( Georgia - Kroger store # 376- store address: *** ******** **** ****** ******* *****) on 11-20-23 . When I scratched off for code to load onto card, the code looked "misprinted"-- illegible characters. I called the Kroger customer service number on the back of the receipt. I provided them with the purchase information and they advised me to "email" a photo of the illegible code to an email address. They informed that a customer service agent would be directly in touch with correct information. After 3 business days, I called back. They gave me the "correct " number/code information. With the customer service agent still on the phone, I immediately attempted input it on my card. The code wasn't valid ( the message I got was that the code had already been used. I've repeatedly attempted to call customer service, have been told that my case ( case #********) had been escalated. I was told that a supervisor would return my call ( no one has) and also I was told that it had been "escalated" . Weeks later, I was informed ( when I called again) that someone had used my card and that I should call Uber. Uber informed me that someone named "***** had used my card and that I should check with "family or friends" to see if " they had gained access to my code". I have called the Kroger store directly, the customer service number on the back of the gift card receipt, and have contacted Uber ( text /chat). Have been repeatedly ignored by all parties, with no accountability or effort to restore my $100 gift card, or refund my purchase. I suspect this "gift card" was a fraudulent scam and that the retailer Kroger ( or Uber) has no interest in investigating, taking responsibility or providing me with the product that I purchased.
  
  *This complaint is on behalf of my father ****** ***** .. I ( ********* *****) am the intended gift card recipient.

  Business Response

  Date: 01/30/2024

  We have received this information and we are sorry the customer had an issue with their gift card.  This information was escalated to the merchant or card issuer for review and a response.  A refund is approved and this will be returned to the original purchaser, Mr. ******  We estimate this refund will be received by the customer within 10 business days and we apologize for any inconvenience.

  Thank you.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ********* *****
  

• Initial Complaint

  Date:01/10/2024

  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.

  DATE 12/26/23
  Firstly I have purchased gift cards for 10 plus years to save on gas.
  1.Purchased a $200.00 gift card to **** *****. ********* card was valueless upon Vist to ******* to pick.
  2. 1800krogers told me to return to store and they would take care of me and that rep insulted me by giving me 20 fuel points.
  3. Upon returning to store rep said all sales final and to call krp I did I was hung up several times very upsetting that none the reps cared I was unable to work that day because 1. Spent over 4 logged hours on phone to kroger 2. Was unable to goto jobsite because I could not purchase materials from **** ***** due to " card not found in **** ***** system. 3. Finally my case # ******** was escalated ... its been over 10 days and never heard anything as well they told me I can't reach out to them they can only reach out to me and I knew that they would not. So I am out $200 + $500 for job. FINALLY to help protect other people i called and visit store demanding they remove the cards before someone else bought them. Of course they neglected to listen and guess what another customers was scammed and that could have been prevented if they would have listened to me see attached Image I found this today shame on you krogers.

  Business Response

  Date: 01/16/2024

  We have reviewed this concern and are sorry the customer had an issue with their gift card.  We see the customer filed an AG complaint on this concern and he has been contacted with the resolution:  

  Call center reviewed the approved refund will be in the form of a check that will be sent in the mail. Shared our direct number should he need any additional assistance.

  Thank you. 

  Customer Answer

  Date: 01/22/2024

  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.
  

  As of today January 22 I have not received my check and starting to believe I may need to take further action. They claim they sent it to the wrong ZIP code and that was according to what they received from the attorney general they said but I just checked the Attorney General's information and they have the correct address so this is on Kroger as far as I can tell Will leave this case open until I get my checks. 
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 01/27/2024

  On this case we see it was escalated to **** ***** for review, the refund was approved and a refund check was submitted on 1/12/24.  The customer should receive this within 10 - 12 business days.

• Initial Complaint

  Date:01/02/2024

  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.

  We purchased a Home Depot gift card at Kroger for a good friend as a Christmas present, and included the purchase activation receipt with the gift. Home Depot told our friend the card could not be activated and to have the purchaser contact Kroger. We did contact Kroger, and were told that we would need to start a “case” to work toward a settlement. This was embarrassing to us, unnecessary for the time we have spent, and should be investigated by your agency. As an aside, our friend said that the clerk at Home Depot mentioned that they had a lot of their HD gift cards sold by Kroger being rejected.

  Business Response

  Date: 01/09/2024

  We have received this concern and we are sorry the customer is having an issue with their gift card.  We will escalate this concern if we have the transaction and card images to Home Depot to review and respond.  Please allow 5 - 7 business days for the review and follow up.

   

  Thank you.

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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.

  Hello,
  On July 7th, I went into Kroger at **** ****** *** *** ******* ** to pay my car note in the amount of 818.36. The cashier made two mistakes in this transaction, one he sent the payment via ************ which I requested the funds to be sent through ******* *****. The cashier ensured me the payment got delivered to ********** Credit so I did not think more into it. Secondly, the cashier entered the wrong account number, he enter *********, missing a digit. The correct account number is **********. After a day, I called to verify that ********** received payment, ********** requested the tracking number on the receipt. As I searched for this it was not there due the fact the funds were not sent via ******* *****. ********** informed me they don't do business with ***** **** ***. I then called Kroger, and had no success with getting a refund. Kroger directed me to ***** **** *** even though the transaction happened at Kroger. After a couple weeks. I had no success with either so I file a dispute with my bank on 8/31/23. On Nov 4th my back removed the credit, they had no success getting in contact with the Merchant. This put my account in the negatives. My bank advised I work it out with the merchant.. I then called ***** **** *** and spoke with a supervisor named Bryan (******) who opened an investigation after I shared these same details, Bryan swore the payment was received to **********. ************ then did a 3way call with **********, to prove it was received. The result of that call ended in ********** stating they don't do business with ************ and the funds should have been sent via **. The investigation created by Bryan was completed Nov 29th (#********). This still resulted in a non refund. Kroger then stated they sent a refund 10/03/2023 (#********) but my bank statement confirm no refund was issued and is still in the negatives. The GM at Kroger tried to communicate with Corporate after I shared details and show docs but also had no success.

  Business Response

  Date: 01/22/2024

  We have received this concern and this information was shared with the store location on 1/9/24 to investigate and contact the customer to respond.  We are waiting for an update on this request and we will share an update shortly.

   

  Thank you.