Business Profile

Financing

Kroger Personal Finance, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

237 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

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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:12/31/2023
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 three gift cards from Kroger for Christmas presents. The **** card has a zero balance. I contacted Kroger by phone, I went to the store, I called by phone again, I emailed them, and I called a third time. I have a case number - ******* - but no one is able to help me. I am getting the run around. The fact is I gave Kroger $50 for a gift card that does not work. They should make this right.
Business Response
Date: 01/01/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. Please accept our sincerest apologies for your experience.
Rest assured your concern has been forwarded to the appropriate department for thorough review. We anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter. We value your patience and understanding on this process.

Regards,
Kroger Co.
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 see this was escalated to the merchant for review and will provide an update once we get a response. Please allow 2 - 4 business days for a follow up.

Thank you.
Customer Answer
Date: 01/19/2024
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.

The last communication I got was from Kroger saying that they are looking into it and will get back to us - they have not done so.

This is very much not resolved.

Regards,

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

Business Response
Date: 01/22/2024
This refund was approved and the customer will receive it within 10 business days.
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.

Regards,

****** ***********
Initial Complaint
Date:12/26/2023
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.
11/27/23 I purchased multiple gift cards. 3 gift ****** gift cards were lost/stolen in the mail totaling 150 dollars.

I have been given the runaround ...ive sent documents and spent hours on the phone to cancel the gift cards and to send new ones or reimbursement.

****** itself cant help since purchased from third party.
I just want the cards cancelled and compensation for the cards.
Business Response
Date: 12/28/2023
Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate your time and effort for giving a chance to properly address customer’s concern with the assistance of the BBB. We sincerely apologize regarding the unsatisfactory experience and that is certainly not what we wanted for our valued customers.

After carefully checking the previous case about your contact for the lost gift cards, I can see that the customer was advised to communicate with ******. It is really sad that this happened to the customer, but I will do my best to get her assisted on this one. I will be asking assistance on the issue so that we can come up with a better solution as soon as possible.

Rest assured your comments have been forwarded to our internal management teams. We anticipate that this review process may take some time, as we want to ensure that we are implementing the best practices so that all programs work correctly for our customers. Once the review process is complete, we will share the findings and any proposed actions promptly. We truly apologize to the customer for any inconvenience this may have caused. Your comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Customer Answer
Date: 12/28/2023
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.

****** refused to help because the cards were not purchased directly through them, but through Kroger as a third party.

Regards,

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

Customer Answer
Date: 01/03/2024
I have no copy of the cards since they were lost!
Business Response
Date: 01/12/2024
We have reviewed this concern and we are sorry these gift cards were lost/stolen. At Kroger, once cards are successfully activated at the
register, meaning that funds have been loaded and are ready for use, the sale
on prepaid cards (gift cards, prepaid debit and phone cards, etc.) becomes final.
We are not able to offer refunds or exchanges on prepaid cards. Information on
our prepaid card policy is posted on the in-store fixtures, on the receipt
(activation slip), and The Kroger Family of Companies web sites. Prepaid cards
should be treated like cash and card numbers/pins should not be shared with any
unintended parties.
As such, The Kroger Co. and its Family of Companies are not
responsible for unauthorized use, fraud, or lost or stolen cards.
Thank you.

Customer Answer
Date: 01/12/2024
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.

i already heard back from corporate and they are indeed refunding me and approved my claim. Obviously one floor doesn't talk to the next.
I'll shop at ****** for now on.

Regards,

***** *** *********
Initial Complaint
Date:12/21/2023
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.
**** ****** gift cards were purchased from the Kroger Store at **** * ********** *** ********* ** ***** 3 cards totally $1200.00 on 11/24/2023 at 9.44am. We went to purchase items from **** ****** later that morning only to be told that there was no money on the cards. I have spoken to Kroger and was told to provide pictures of the gift cards and packaging. I did that and was provided a case number *******. I have followed up via email and received no response from them. I also contacted **** ***** however they stated stated that it is a Kroger issue
Business Response
Date: 01/03/2024
We have reviewed this concern and we are sorry the customer is having an issue with their gift cards. We are investigating this case, which is Case ******** and we should have a response from **** *****, the card issuer, within 5 - 7 business days.
Thank you.
Customer Answer
Date: 01/09/2024
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.

Regards,

******* *****
Business Response
Date: 01/16/2024
We sent this information to **** ***** for their review and response to this concern. We were notified of the following resolution:

Regarding your **** ***** Card Request, **** ***** has sent a e-gift replacement card(s) to the customer's email address on file on 1/5/24. Please have them check their inbox folder or spam folder for an email from *******************************.
The email Kroger had on this case ***************************.
The customer should have these egift cards in their email and if there are any questions please contact 1-800-HomeDepot for assistance.
Thank you.
Customer Answer
Date: 01/17/2024
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:12/21/2023
Type:Service or Repair 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.
10/6/2023 I went to Kroger's to perform a $75 transfer. On 10/30/2023 it cancelled as James El****** was unable to travel 4 hours to the nearest RIA Money Transfer Center. I went to Kroger's and they refused as the Service Desk Supervisor stated that I have to be the recipient. Refunds don't go to the recipients, they go back to the senders. I informed the supervisor that what she said didn't make sense and still refused. I asked for the store manager and she stated that I was at the mercy of the Service Desk Supervisor. I contacted RIA while at the desk and they informed me that the supervisor is incorrect. RIA asked to speak to the supervisor to which she refused. I left and escalated the issue at home. I obtained 1 email from the manager asking who the person was with no further follow-up. The last 2 times I contacted Kroger, I was hung up on.
Business Response
Date: 01/12/2024
We have received this concern and are investigating it. We will be able to follow up with the customer within 2 - 3 business days.
Business Response
Date: 01/12/2024
We have received this concern and are investigating it. We will be able to follow up with the customer within 2 - 3 business days.
Initial Complaint
Date:12/18/2023
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.
Bought an Amazon Giftcard for $100 on 11/22/2023. It was activated. When I tried to apply it to my Amazon account it was missing the middle part of the Claim code. On 11/24/2023 I called Amazon and they said to call Krogers. I talked with a couple people from there. I was told to send screen shots of the Giftcard, the activation receipt, the regular receipt. I did all that. They opened a case **********

They sent an email on 11/29/2023 about sending this to their "Card" partner. I've not heard anything back from them as of 12/15/2023.

The big issue here is that I buy lots of Giftcards. If I would have sent this to someone as a gift they wouldn't have all the information that I have. A business should be allowed to keep customers money while they obviously have a Quality control issue.
Business Response
Date: 12/27/2023
We have received this concern and are sorry the customer had an issue with their gift card. This case was escalated to Amazon to review and respond. We received the following update on 12/15/23:
We have resolved your Case **********. Please see the comments for your resolution.
Reference # * ******** / **********
Thank you for reaching out to us regarding your request. In regard to the card listed below, Blackhawk Network has engaged our partner, Amazon, and a goodwill credit has been applied to the guest account.

List card:
**** - Amazon.com : $100.00

Amazon issued a good will credit to the customer's Amazon account to resolve this concern.
Thank you.
Business Response
Date: 02/08/2024
We apologize for any confusion on this case and the status communication. The customer was contacted and the credits sent to the bank were rejected as the transaction was over 60 days old. We are issuing a refund check which the customer should receive within 5 - 6 business days. We apologize for the delay and any inconvenience.

Customer Answer
Date: 02/17/2024
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.
Theresa S******* with Kroger's called and made sure to let me know how they would do the refund since it was way past the time to issue a credit.
It took nearly 3 months to get my refund. Had this not been me using the Amazon gift card then it would have been money lost.

Regards,

****** ********
Initial Complaint
Date:12/16/2023
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 11/21/2023 bought 9 gift cards at Kroger on ******* ********. Upon opening one **** ***** $100 card, sealing glue pulled off part of bar code and pin number printed area and card could not be used at **** ***** since it would not scan. Returned to Kroger 11/22/2023 and manager contacted someone in corporate for the issue. Followed corporate's instructions and sent two emails with six photos of card, damaged wrapper and verification receipts. Was to be contacted in 7 to 10 business days. Had not heard back and on 12/11/23 contacted Kroger again. Agent (Joy) said they would get right on it. Two days later I receive an email that it is not k
Kroger's problem and I have to contact Gift Card Mall for help. Today, 12/15/23 I contacted a different Kroger customer service number and agent (Steven) says that he will have to escalate and start investigation again.

This is just all runaround from Kroger. I don't know who Gift Card mall is. I purchased the product from Kroger and Kroger is the company billing my credit card. All I want is the credit/refund of the $100 spent on a defective packaged card.
Business Response
Date: 12/27/2023
We received this concern and are sorry the customer is having an issue with their gift card. The refund for the 1, $100 **** ***** card was approved and the customer should receive that refund within 10 business days.
Thank you.
Customer Answer
Date: 01/02/2024
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:12/14/2023
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 11-06-23, I purchased an ****** gift card in the amount of 100.00. I scratched off the covering for the gift card number and only the first 4 numbers and last 5 numbers were visible. The middle numbers were not visible (see attached).
I went to Kroger the next day and spoke with an employee at the courtesy booth concerning this problem. She got 2 new additional ****** cards from the display rack and she scratched off the covering from the cards and one card looked exactly like my card did and the 2nd new card no number at all was visible. The clerk and I talked about pulling all the 100.00 gift cards from the rack, I don't know if she pulled the cards off the rack or not. She copied my receipts and the ****** card and faxed it to another department .
I called ****** 3 times ( nov6,7,10)and 3 times ****** told me that I had to call Kroger because ****** had not issued the cards and ****** would not help me.
So then I called Kroger several times and Kroger always wanted to know what my ****** case # was. I told Kroger every time that ****** had refused to established a case# for me since ****** had not issued the gift card. So finally after many tries, Kroger issued me a case # which is ********* Kroger kept insisting that I get a case number from ******. After many emails with ******* , I finally received an email from her on 11-14-23, that my "recent gift card inquiry" was submitted to their card partner (no name given) for resolution and that they would be in contact with me with updates on the status of my case and a resolution when it was reached. It has been a month now and I have not heard from Kroger's card partner.
Business Response
Date: 12/21/2023
We have received this concern and the information was escalated to the merchant for review. The refund is approved and the customer should receive the refund within 10 business days.

Thank you.
Customer Answer
Date: 12/26/2023
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.

Regards,

**** ******

I was unable to reply to your email concerning my Kroger complaint.

I received an email from Kroger that stated that 100.00 would be refunded. The email did state when this would happened.
This is the outcome that I wanted.

However so far there has been no refund.

**** ******

Business Response
Date: 01/08/2024
The refund was approved and processed 12/22/23 and the customer should have received this refund as of now 1/8/24.
Customer Answer
Date: 01/16/2024
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:12/14/2023
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 $300 Nordstrom gift card at my local Ralphs/Kroger store (store #0221) on Sepetmber 28, 2023 using my Citibank credit card. My sister-in-law went to use the gift card at Nordstrom and was told there was a zero balance on the gift card. We contacted Kroger immediately and I was told I needed to file a police report in order to escalate the case. I filed a police report and submitted the report as well as proof of payment to Kroger as requested. I have called them on 11/3, 11/28, 12/4 & 12/14 and still have had no resolution to the case. I have requested to speak to a supervisor twice and have not received a call back. I have done everything they have asked of me and I'm still out the $300.00 dollars.
Business Response
Date: 12/21/2023
We have reviewed this concern and this information was sent to the gift card issuer for review & response. The refund is approved, the customer should receive a refund within 10 business days.

Thank you.
Initial Complaint
Date:12/11/2023
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.
Tried to return a money order with both sides and the actual receipt that shows I bought it from that location and the debit card that states that’s what I used to purchase and they refused to refund me. I called Kroger company 800 number . The customer care lady told me to look the policy up Kroger services, payment service then money services . I did and you can too. There is nothing that states any policy about returning the money order. I’ve made a case number ********
Business Response
Date: 12/27/2023
We have reviewed this concern and found the case # ********. The agent advised the customer they will need to contact ******* ***** for a refund on their money order at ###-###-#### or ********************.
Thank you.
Initial Complaint
Date:12/09/2023
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 ****** gift card for $250 from Kroger store to use to purchase a laptop for my son for Christmas. When I attempted to use the card, the access code was unreadable. I took the card to ****** and they were unable to use it because its missing the access code. I took it back to Kroger and they said I had to call customer service. I called customer service, submitted all photos of the card, receipt and order information. The rep stated that they would have to mail me a replacement gift card and I should receive it in 5 to 7 business days. It's now been 19 days and I have not received the card. I called on Tuesday, the rep said I would get it Wednesday. It's Saturday, I called this morning and after being transferred 5 times- 45 minutes on the phone i was told it was denied because they can't refund an activated card. But thr card was never activated due to the missing access code numbers. I have now spent $250 dollars that I cannot use and have no resolution. My money is lost at this point and I cannot purchase the Christmas gift. This is a horrible experience and it should not be this difficult to get a resolution and get my money back. Essentially this is fraud because I now spent money at kroger that they refuse to replace or refund. I expect a resolution asap or I will need to contact a lawyer. $250 is alot of money.
Business Response
Date: 12/15/2023
We have received this concern and are sorry the customer is having an issue with their gift card. We have engaged teams to investigate and we will provide an update within 48 business hours.

Thank you.
Customer Answer
Date: 12/19/2023
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.

No update or attempt for resolution has been made by the business and it has been more than 48 hours. Once again no one has attempted to help and I'm still missing $250

Regards,

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

Business Response
Date: 12/27/2023
This case was escalated to ******, a refund was approved and submitted on 12/15 which the customer should receive within 10 business days of this date.
Thank you.

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Kroger Personal Finance, LLC is NOT a BBB Accredited Business.