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:11/08/2023

  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 was gifted a Kroger gift card and registered it online 11/8. I tried to use it but purchases were declined. I was directed to call the number on the back of the card. I did so, was told that the card was deactivated due to suspected fraud and that I would need to go to prepaidgiftbalance.com to verify my identity for a replacement. I did so, followed the directions, and received the following message: "Your request cannot be completed at this time. Please contact the number on the back of your card." I tried twice more, just in case I made a mistake in adding the requested information. So I call the number on the back of the card where they tried to get me to redo the same process online. I explained it wasn't working. Then I was told I had to fax in my government ID to a number that I can't verify is attached to Kroger Personal Finance. Not to mention, I don't have access to a fax machine. When I asked for alternative methods, I was told these were the only two available -- a fax number and a website that doesn't work. I would just like a replacement card please. I've attached documentation and provide more if needed.

  Business Response

  Date: 11/30/2023

  We have reviewed this concern and we are sorry the customer is having an issue with their gift card.  We have shared this information with ** **** and we hope to have a response within 24 business hours on how this can be resolved.  We will reach out to the customer as soon as the bank let's us know how to proceed.

  Thank you. 

  Customer Answer

  Date: 12/01/2023

  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. They reached out to me directly, and we figured out a solution.
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:11/02/2023

  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 October 27, 2023, we purchased a Home Depot gift card in the amount of $50. We went that same morning to Home Depot at ***** and **** to use it to purchase some building materials. When we went to the register to pay, the cashier scratched off the pin number and found it to be defective. She called her manager over who told us that that was the third defective Home Depot gift card from Fry's they had that morning and over the previous month, they had many more defective Home Depot cards, all from Fry's. We immediately went back to Fry's to get a refund since the card was defective and could not be used. The manager, Niall said Fry's does not refund gift cards, even if they are defective. We found out from ************ that there have been literally hundreds of complaints about Fry's selling defective gift cards and that they know it. One person on ************ who had been victimized by this Fry's fraud claimed the manager at his Fry's store said they would be pulling all of the Home Depot gift cards off the racks since there had been so many complaints and yet, they are still on the racks when we were at Fry's yesterday, November 1st. This is out-and-out fraud. Fry's knows they are selling defective Home Depot gift cards and continue to do so. Attached is our receipt, activation code, and copy of the card (front and back).

  Business Response

  Date: 11/07/2023

  Thank you for contacting us and we are sorry the customer is having an issue with their gift card.  This information has been sent to Home Depot for their review and response.  Please give us up to 7 business days to hear back in order to share an update.  This merchant will review the account and if approved they assist with either a refund or replacement card to resolve the concern.

  Thank you.

  Business Response

  Date: 11/21/2023

  Home Depot responded that they sent the customer a replacement card, we were told an egift card within the last 3 - 4 days.  The customer should check their inbox, junk/spam folder for this egift card to resolve this concern.

   

  Thank you.

  Customer Answer

  Date: 11/21/2023

  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:11/01/2023

  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.

  Yesterday evening (October 31) I bought a prepaid **** gift card for $506.95 ($6.95 fee) at a Kroger store on **** *** *** ********* ** *****. When I got home last night and tried to register the card on the web address that's printed on the back of the card it won't let me. I called the phone number on the back of the card and the agent (sounds like non U.S person) told me the gift card was not activated or valid so she couldn't do anything. She told me to go back to the same web address to report it. But the website won't let me do anything other than telling me to call the number in the back of the card. So back and forth I called the phone number 2 more times and spoke to 3 different agents. The last agent contradicted with the previous 2 agents by telling me I couldn't report the problem online because it's not an activated card. She says my only option is to scan and fax the card images along with my driver's license to some unknown fax number. I don't have fax machine and I'm certainly not comfortable sending my very private personal information to who knows what scam company it is. So I contacted Kroger prepaid card customer service explaining the problem (case number ********) but the Kroger agent told me it's not their fault, that I have to go back to the card issuer for solution. Basically they try to push all the responsibility to the card issuer. But I bought and paid at Kroger. It's not right for them to sell a bad product and take the money run. They should be responsible for making sure their venders are not scammers. I want my refund.

  Business Response

  Date: 11/07/2023

  Thank you for contacting us and we are sorry the customer had an issue with their gift card.  This information was sent to ** **** the card issuer for their review & response.  They approved this refund and it will processed and should post to the customer's credit card within 8 business days.

  Thank you.

  Customer Answer

  Date: 11/07/2023

  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, please don't close the case until my credit company has received the refund.  Thank you.

  
  
  Regards,
  
  
  
  ******* ****
  
  

• Initial Complaint

  Date:10/31/2023

  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 a gift card that was compromised. After speaking with several Managers at Ralphs for a refund, the issue has still not been resolved. Initially, I worked with Taylor, then Lee, and finally Armando. Armando has been the most responsive and has been willing to help, but my issue has still not been resolved; it's been over a month with no resolution.

  Customer Answer

  Date: 11/01/2023

  This issue has been resolved as of yesterday, 10/31/23. I am satisfied with Ralphs response and solution.  Thank you 

• Initial Complaint

  Date:10/28/2023

  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 bought a gift card to Home Depot at Kroger for $200. When I went to Home Depot less than an hour later to use the gift card there was $75.45 available on it. I went back to Kroger to see if they could fix it. I had every receipt and every part of the gift card and the receipt from home depot. They told me to call corporate and file a claim. I did and sent them all the information that they requested and told me my case would be handled. After about 2 weeks they stopped emailing me. They will not return an email and will not return a phone call for the past 2 weeks. And nobody at the physical store location will help to try to refund or find my money

  Business Response

  Date: 10/28/2023

  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 are deeply sorry about the experience that is never something we would expect for our customers.  
  
  Upon reviewing the case number ******** where the customer contacted us about the issue of the gift card he bought, it appears that it was escalated properly with the appropriate department. They indicated detailed notes on every update for the issue. They coordinated with Home Depot to check on the card and last 10/18/2023 it was determined that the request for replacement or refund was denied. It is because they did not see any signs of the card being tampered and that it shows on their end that it was redeemed. On 10/24/2023, the team has sent an email to the customer about what happened with the issue and was advised to coordinate and call Home Depot for further assistance.
  
  For the inconvenience that the customer experienced, I will be adding a $30 compensatory credit on his account that they can use on their next purchase. We really apologize for what happened.
  
  
  
  Regards,
  
  Kroger Co.

  Customer Answer

  Date: 10/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  David H****

  My gift card was clearly used one time and one time only. You can clearly see where I paid Kroger $200 for a $200 Home Depot gift card. All the numbers match on the card when I bought it and when it was used. The digital tracking will prove that it was only used once. This is a known problem with Home Depot gift cards and needs to be resolved.

  Business Response

  Date: 11/07/2023

  Thank you for contacting us and we are sorry the customer had an issue with their gift card.  This information was shared with Home Depot for their review of the account to respond.  The refund request for this amount was denied, they responded the card was redeemed. We activate the cards and do not have access to redemption or account activity.  The customer will need to contact HD for further assistance on this account and their policy to assist with this concern.

  Thank you. 

• Initial Complaint

  Date:10/22/2023

  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 October 1, 2023, I purchased two Kroger gift cards, $50 each for a total of $100, from a Kroger store located at **** ********* ********** ***** ******* *******. Also on October 1, per my request, Kroger blocked these two gift cards since I did not have possession of the gift cards any longer. Kroger confirmed that the gift cards were never been used, and $100 would be refunded to my credit card. Since I still had not received a refund, on October 16, I contacted Kroger by phone and was informed that they would not provide a refund. Instead, they would do a "balance transfer" as gift card totaling the same amount of $100, which I accepted this change. Kroger provided me a case number and advised me to go back to the same store to pick up the gift cards between 7 am and 7 pm, Wednesday to Friday. Last Friday, October 20, I went back to the store as suggested; however, the store refused to issue me the gift cards.

  Business Response

  Date: 10/30/2023

  Thank you for contacting us and we have reviewed this concern.  The customer lost these Kroger gift cards, funds were still on the cards, the funds were blocked and our current procedures are to send the customer back to the store for assistance.  We are sorry that the store location did not assist is transferring the balance to new cards.  To resolve this concern the accounts were devalued and a refund issued back to the card used for the original purchase.  This credit should be processed and post to the customer's card within 10 business days. 

  Thank you and we apologize for any inconvenience. 

  Customer Answer

  Date: 11/05/2023

  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:10/21/2023

  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 was sold a tampered **** gift card for 50 dollars. I purchased the card at my local frys/kroger store for my 12 year old. When we tried to use it, there was no money on the card. I called the number on the back, they gave me a case number and the run around. They said to call nike. I called **** and they said the card looked tampered, and was a scammed at the store level. They also gave me the run around. They said to take it up with Frys/kroger since it was a scam where someone added tampered cards to the rack. The money was probably gone from the card even before i reached my car. I spent several hours
  going around in circles without anyone actually stepping up and taking accountability. I spend thousands of dollars with your companies throughout the years and I'm a loyal customer. I cant believe im being dismissed trying to get a refund for a tampered card i purchased directly from your store. It would seem logical frys/kroger would be responsible because they offer the allure of 4x fuel points to get you to purchase from them. Only not to display a disclaimer at the gift card rack. It should state the risk of purchasing a tampered gift card. Buy at own risk, scam risk and gift card fraud alert. The frys/kroger and the gift card company they partner with will deny responsibility for fraud or a refund. Fry/kroger and the gift card affiliate will refuse to reimburse you. The store having poor security is the cause and unsuspecting customers are paying the price. I really hope to get my money back...this feels like I'm being victim blamed for doing business with you. Hopefully you will help me resolve this. This has been a stressful situation and a waste of hours of my time.

  Business Response

  Date: 10/30/2023

  Thank you for contacting us and we are sorry the customer is having an issue with their gift card.  This information was sent to the merchant for their review and a response.  A refund has been approved and this will be issued back to the card used for the purchase.  This credit should be processed and post to the customer's card within 10 business days.

  Thank you.

   

• Initial Complaint

  Date:10/16/2023

  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.

  Today is October 16. This morning at the Fry’s on 59th Ave., and the 101, I was sold to 2 fraudulent $200 gift cards for Home Depot. This is the third time this is happened to me at this location. The first occurrence was last year they sold me $600 worth of fraudulent gift cards. It took me three months to get those gift cards replaced. Two months ago I was sold a $200 fraudulent Home Depot gift card at that location and to this day I have still not been reimbursed. And now I am going to have to call their claims division to get another case on the two cards I bought today.
  My complaint is that Fry’s throws their hands up and says it’s not my problem when this happens. They don’t apologize, and they don’t take responsibility. If they put it on their shelf and sell it, then they should give me my money back if it doesn’t work, not three months later I have the receipts and the cards in hand from cards I bought 10 minutes prior to opening them to use them. they should give me my money back and do their investigation themselves. I shouldn’t have to wait for the investigation to be done to get my $600 back. If they can’t figure out how to package them and sell them to the public without the scams, then they should be forced to pull them off the shelves. I am pulling out perfect thank you.

  Business Response

  Date: 10/25/2023

  Thank you for contacting us and we are sorry to hear the customer is having an issue with their gift card.  This information has been sent to Home Depot the merchant to review & investigate.  It may take 5 - 7 business days to get a response back and we can share another update on this case.  

  Thank you.

  Business Response

  Date: 10/31/2023

  We have received this concern and we are sorry the customer has had issues with their gift cards.  A case has been opened, information sent to Home Depot to help us with the review.  We also contacted the customer to get more information on the situation.  A refund has been approved, $600 will be processed and should post back to the card used for each purchase within 7 - 10 business days.

  We apologize for the inconvenience. Thank you.

  Customer Answer

  Date: 10/31/2023

  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:10/04/2023

  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 tried to purchase a ******** Egift card on Kroger.com I got a billing error to try again so I tried 4 times and found out they charged my card $80. I tried calling no answer and the online chat and they ended the chat as soon as I said what was wrong!? That's shady that money was for groceries and I need one $20 ******** egift card and didn't even get that, they stole $80 from me and no one is conveniently available. I'm on a fixed income and maybe to a huge corporation that's not a lot of money for me it is that was food money and now I have nothing. I want my money refunded immediately

  Customer Answer

  Date: 10/04/2023

  I was charged 4 times for a $20 ******** Egift Card. I tried to purchase one and it said billing error try again I did and they charged me $80 and never sent me a egift card. I tried to call and no one would answer then the agents I spoke to online ended the chat as soon as I told them what was wrong. All I wanted was my money back I didn't even receive the original card and the money was for food in disabled and on fixed income for me $80 is a lot to loose.

  Business Response

  Date: 10/12/2023

  Thank you for contacting the Kroger Company and we have reviewed this concern.  This order is an online gift card purchase through ********* and in checking their system we don't show a recent order for this customer under their name or email address.  The last order shows in January of this year.   In order to investigate with ********* can the customer please provide a copy of their gift card order email confirmation which will have the order number?  

  Thank you.
  

• Initial Complaint

  Date:10/04/2023

  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 $200 e-gift card from Kroger's website. The order # is: ********.The money was withdrawn from my account. However, each time the recipient uses it at Kroger, it is declined. I have tried to resolve this issue and have made far too many calls and been bounced back and forth. I contacted the phone number on the e-gift card receipt - ###-###-####. I was told they couldn't help me, and I needed to call ###-###-####. So, I called ###-###-####. However, there's no human to speak to - just a recording with three options: 1) Your balance; 2) Your transactions; 3) A different card. So, I called the original # back. This time they told me to call ###-###-####, Option 2, and then Option 9. So, I called ###-###-####, Option 2, and then Option 9. However, the customer rep said they couldn't help me either. Gave me a case #: 60879496 and told me to call ###-###-####. So, I called ###-###-####. However, the customer rep gave me a different case #: ********** but wasn't sure when it would be resolved. I have purchased SEVERAL e-gift cards from different stores (including other grocery stores, i.e., ******). Never ever have I had an issue. This is beyond RIDICULOUS! At this point, I have no trust or faith that this will be resolved. Therefore, I'm requesting a FULL REFUND from Kroger and will purchase another e-gift card from another grocery store.

  Business Response

  Date: 10/12/2023

  Thank you for contacting Kroger and we have reviewed this concern.  We are sorry the customer was having an issue with their online gift card order through *********.  The confirmation email shares *********** contact phone number for assistance as the Kroger call center does not have access to these transactions. We shared this concern with ********* and the information they shared is their call center spoke with the customer on 10/3 and 10/7.  On 10/7 they notified the customer they were processing a refund due to redemption issues and would see this credit within 5 - 7 business days.  

   

  Thank you.