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.

If you've experienced an issue

Submit a Complaint

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:09/14/2023
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.
For a number of years, I have enjoyed using gift cards bought from Kroger with success. I bought a ******* **** card, I have not had success using the card. I tried ***** ******* ****** ****, and possibly ******* ******. I had no success. I tried Kroger gifts card cashier, ************ **** ******* **, where I bought the card. She went on line and it seemed to have been working. I went on line at home to select a brand to use the card and it would not let me enter a business to use the card. I went back to Kroger to get a refund on my $75.00 card. I talked to Sheniqua and she talked with the manager and I was told no refund.

On August 8 2023,1 talked with Lisa at ###-###-####. She advised me to take picture of front and back of the card and email to ********************************. (believe it or not *******" is my maiden name). I have not heard anything else from Lisa. Today, I called ###-###-#### and entered card information numbers, etc., and the $75.00 is still on the card.

I need help in getting a refund on this $75.00 card. Could I get some help, please?

Thanking you in advance.

See Attached
Business Response
Date: 09/19/2023
Thank you for contacting us and we are sorry the customer is having an issue with a gift card. The attachment doesn't have a receipt or the gift card number to work with the issuer for assistance. We will reach out to the customer and see if they can provide that documentation in order to investigate and proof of purchase.

Thank you.
Initial Complaint
Date:09/13/2023
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.
Date of the transaction : 9/1/2023 at Kroger in Indiana

I purchased the US Bank issued gift card for 275.00. Gave it away. The recipient said the card was flagged for possible fraud.

I took the card back.. I have the receipts, I am literally on camera purchasing it. I tried to use it online and then was going to try in-store . Called the customer service number at Prepaidgiftcardbalance who really exasperated this whole issue by flat out lying each time I called. Never offering a way to verify the card with a valid ID and receipt.

Over the next few days, I felt like I was calling into a scam customer service. Some details I have already contacted Kroger's customer service and USBank. The ###-###-#### customer service won't help and will block your IP, number, card. And even if they seem nice and helpful they may give you information that isn't true to get you off the phone.

After one of the calls, I attempted to use it online at Amazon and the utility company to see if the card was fixed. Those both totaled $25.00 each. But soon afterwards the card was invalid.. Amazon initially locked my account due to that card. But then unlocked it when I provided proof of purchase .So one $25.00 order went through. The other Amazon order didn't since the transaction was put through a few hours later,. By that time the card was either turned off. Not declined, but it has been coming up as an invalid card.

As for anyone saying you can upload some sort of verification on the prepaidgiftcardbalance site as US Bank tried to send to me back to, they will block the card, your phone number, and the site will ask you to call the number ###-###-#### so you can't prove anything. I wouldn't trust my information with them anyway after interacting with how the issuer runs their customer service.

This is now 9/13. Stressful and a big hassle. .Neither company seems to want to be accountable even though this isn't new issue from what I have known read. I didn't get what I paid for.
Business Response
Date: 09/14/2023
Thank you for contacting Kroger and we are sorry that you are having an issue with your gift card. This information has been sent to US Bank the card issuer for their review & response. We should have more information to share within 3 business days.

Thank you and we apologize for any inconvenience.
Business Response
Date: 10/04/2023
We have shared the update from US Bank as to the approval of the refund on the gift card account and an estimate on when the check should be received as this is being sent through US first class mail. If the check does not show up within the next 5 business days it could be lost and at that time we can ask if a stop pay and reissue can be completed.
Customer Answer
Date: 10/13/2023
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. A refund was issued and received this week. Thank you.
Initial Complaint
Date:09/13/2023
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.
Good evening. On 08/04/2023, I purchased two gift cards from Krogers, one card for 30.00 dollars and the second one for 20.00 do!lars. These cards were given as gifts. The persons tried to used the cards. The cards would not work. So I was given the cards back. I took the cards back to Krogers on 08/07/2023. The manager instructed me to call the number on the cards because they were just a third party. I called the number and the woman on the line instructed me to go to(the cards is for Popeyes) Popeyes, and have them manually enter the numbers on the cards because it could be their terminal. I went to the Popeyes' establishment, explained to Popeyes' manager what was said for me to do. The manager took the cards and tried to manually enter the numbers, then she tried to over ride the system to to enter the numbers but the cards would not work. I called the number on cards again and this time a man answered. I exp!aimed to him what was going on with the cards. He said for me to take the cards back to where I purchased them from. I took them to the Krogers I purchased them from and the manager that was on said I would have to come back the next day and speak with the day manager. I went the next day which was the eight of August. They put me on the line with Kroger headquarters. They said there was nothing they could do since they were just a third party. I explained to them that Popeyes' headquarters said to bring the cards back to you because this is where I purchased the cards from. So the person said that they would contact me within twenty-four to forty right hours. I waited for thirty six hours.No one from them responded. All I want is for them to give me my money back and take these bogus cards back. The last four number on the cards are **** and ***** Thank you for helping me get my money back.
Business Response
Date: 09/28/2023
Thank you for contacting Kroger and we are sorry the customer had an issue with their gift cards. This information is being shared with our gift card processor to work with Popeyes corporate office to ensure these gift cards are accepted at this location. We spoke with the customer and let her know we would issue a refund and will receive that within 10 business days. Thank you and we apologize for the inconvenience.
Customer Answer
Date: 09/30/2023
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.
I spoke with Mrs. Teresa S*******. A solution was presented, and agreed upon. However, I want to make sure that the solution is fulfilled before I say I am satisfied. Mrs. ******** said it will take 7 to 10 business days to fulfilled them sending a check of the amount I paid for the gift cards. She also said that they were going to give 25.00 dollars on my Kroger card. I am thankful to you all for helping me with this complaint.
Many blessings to you and the staff of the Better Business Bureau.

Regards,

****** *****
Initial Complaint
Date:09/09/2023
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.
My friends bought this gift card from Ralphs and gave them to me. When I activated it, it had a zero balance. I stopped by the store, and they declined to give refund.
Business Response
Date: 09/14/2023
Thank you for contacting Kroger and we are sorry you are having an issue with your gift card. This information has been sent to US Bank the issuer for review & response. We should have more information within 3 business days.
Thank you and we apologize for the inconvenience.
Business Response
Date: 09/14/2023
Thank you for contacting Kroger and we are sorry you are having an issue with your gift card. This information has been sent to US Bank the issuer for review & response. We should have more information within 3 business days.
Thank you and we apologize for the inconvenience.
Business Response
Date: 09/28/2023
Thank you for contacting The Kroger Company and we are sorry the customer had an issue with their gift card. This information was sent to US Bank to review the account and respond. US Bank sent the customer a replacement gift card in the mail on 9/20. Thank you and we apologize for any inconvenience.
Business Response
Date: 09/28/2023
Thank you for contacting The Kroger Company and we are sorry the customer had an issue with their gift card. This information was sent to US Bank to review the account and respond. US Bank sent the customer a replacement gift card in the mail on 9/20. Thank you and we apologize for any inconvenience.
Customer Answer
Date: 09/28/2023
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,

***** ***
Customer Answer
Date: 09/28/2023
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:08/27/2023
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 August 25, 2023, I purchased a **** gift card at the Ralphs in ******* ****** **********. The cost was $100 plus a $6.95 activation fee. When I attempted to register the card, I was instructed that my gift card was part of a "Kroger Gift Card Misprint". In order to get the card replaced, I would need to provide all of my personally identifiable (sensitive) information AND scan and email I copy of my identification to some company I have never heard of ***** **** National Association). When you call the number printed on the back of the gift card, the call is routed to some person who barely speaks English. I suspect they are not even in the U.S. - pretty ironic from a company call **** ****. I did not buy this **** gift card so that my identity could be stolen because I am forced to provide all of my personal information and a copy of my driver's license. Kroger needs to do the right thing and refund my money.
Customer Answer
Date: 08/28/2023
The gift card and purchase received have been scanned and are attached.
Business Response
Date: 09/05/2023
Thank you for contacting Kroger and we are sorry the customer had an issue with their **** gift card. This information was shared with ** ****, the card issuer, to investigate and respond. The bank has approved the refund and this will be issued back to the customer's credit card which they should see post to their account within 7 business days.

Thank you and we apologize for any inconvenience.
Customer Answer
Date: 09/08/2023
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:08/22/2023
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.
July 7, 2023 Just after 7 pm. I went though self checkout, and the checkout went down and didn't give me the proof of activating the 6 gift cards I bought, totaling $550.
Customer Answer
Date: 08/22/2023
The Self-checkout Machine died after my purchase. The store Attendant was there with me when the machine dies. I have no receipts; the machine died and gave me no receipt for my purchase and no activation receipts for the 6 cards. I could not use the cards. the machine transaction never activated my cards. What if i get a police report?
Customer Answer
Date: 08/22/2023
I'm going to go back over to Smiths and see if customer service still has the cards. Please don't close the case yet.
Business Response
Date: 10/04/2023
Thank you for contacting Kroger and we have reviewed this concern. Can the customer please provide the receipt or transaction information so we can investigate and respond?

Thank you
Initial Complaint
Date:08/16/2023
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 8/1/23 I purchased a **** gift card as a gift and was charged $56.95. My friend attempted to use the gift card on 8/9 and was advised by the vendor it wasn't active. She then called the number on the **** gift card on 8/10 and was advised to fax her drivers license along with the front/back of the gift card. She thought that didn't seem right so she researched the fax number they said to send it to and found numerous articles about scam/fraud specifically related to **** gift cards from Kroger. She notified me of the issue and I brought the gift card back to Kroger along with the original receipt to get a refund and received the run-around. I respectfully request for a full refund of this purchase and for the district manager to contact me regarding this issue. I have attached the receipt as reference.
Customer Answer
Date: 08/17/2023
If you go to the ******************* site to try and activate this card it will not work you will get an error message. if you call the ###-###-#### number and tell them the card number they will let you know that your card has been deactivated due to fraudulent charges, and to receive a new card you would need to send in legal documents such as a Driver's License. I highly recommend you call just to hear the scamming going on with this company called ""******************* and would highly recommend Kroger's remove all of these cards from their store and not do 3rd party business with them. Please let me know what else you need, I am fine with receiving a Kroger gift card as reimbursement I would just like to be reimbursed for buying this gift card that does not work.
Business Response
Date: 08/22/2023
Thank you for contacting Kroger we are sorry the customer is having an issue with their gift card. This information was sent to ** ****, the issuer, and they advised a refund is approved for the account and the customer should receive it within 10 business days.

Thank you and we apologize for any inconvenience.
Customer Answer
Date: 08/22/2023
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, as long as I do get reimbursed with in 10 business days.

Regards,

***** *****
Initial Complaint
Date:08/10/2023
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.
Kroger has been selling fraudulent Home Depot Gift Cards since at least June 10, 2022 and as of June 11, 2023 despite being told many times by phone, email, certified letter and showing the fraudulent cards to the manager at their store a* **** **** Bethany Rd. in Allen Texas they continue to sell them. The store manager when shown the card bought 5 minutes earlier insisted that all gift cards sales are final and not exchangeable and provided me an ###-###-#### number to call and then said manager walked away. Upon calling Kroger they said they would investigate and get back within 7-10 business days. At the conclusion of that time they only provide proof that I received merchandise (the two $100 cards or $200 total) for the $200 charged on my credit card and deny any refund or exchange, My first purchase of a fraudulent HD gift card at the same Kroger above occurred June 10, 2022. I was sent down the same rabbit hole by Kroger, resulting in my sending at least 10 emails, a dozen or more phone calls, followed by two certified letters sent to Kroger corporate with 30 day demand letters or next action my taking them to small claims court, EIGHT MONTHS later Kroger finally credited my credit card $100 but no compensation for 2 certified letters costs, my time, my research regarding demand letters, etc. The attachments show what a VALID Home Depot gift card should look like (silver bar that can be scratched to reveal the pin number) and the TWO fraudulent Home Depot gift cards purchased June 11, 2023 which Kroger had denied any reimbursement to both myself and my credit card company which I filed a dispute with. The fraudulent card packaging is exactly the same as a legitimate card and only discovered to be obliterated upon tearing open the protective packaging, I have talked to or exchanged emails with five different kroger customer solution reps already regarding the case opened for the June 11, 2023 purchase and am still being told no refund is forthcoming,
Business Response
Date: 08/14/2023
Thank you for contacting Kroger and we are sorry to hear the customer had an issue with their gift card. We are investigating both this concern and the customer's feedback that he has had other cases in the past. Please give us 3 - 5 business days to investigate this information with the merchant and respond to this concern.

Thank you and we apologize for the inconvenience.
Customer Answer
Date: 08/14/2023
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:08/10/2023
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 ***** ****** phone from Fred Meyers I tried to return it the next day cuz I could not activate it and ***** said they were having a problem activating phones that came from the stores and not directly from their store Fred Meyer's return refused to return it it is not part of their policy to not return open phones also they had to have known that it was defective because I can't be the first and only person who's brought tried to bring one back if none of them can be activated according to ***** I would like my money back plus I got kicked out of the store and I would like a resolution with this I don't think they should be able to get away with this considering they know that their product was faulty I also called again after checking their return policy which says nothing about an open phones and it also says that if the product is defective that they will take it back when I called them back they said we don't even sell ***** ****** I have the receipt right here in my hand and they do sell ***** ****** I purchased the phone on the second of August I tried to return it on the 3rd of August as soon as I walked up to the desk they were on the phone with electronics and electronics usually doesn't deal with returns customer service does so everything that they've said and done shows to me that they know that this is a problem and that they refuse to acknowledge it and or fix it
Business Response
Date: 08/11/2023
Thank you for contacting Kroger and we are sorry that the customer is having an issue with their phone. Please provide the receipt so we can investigate with teams in order to respond to this concern.
Thank you.
Initial Complaint
Date:08/07/2023
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.
Date of transaction 05/29/2023
Purchased **** gift card in the amt of $200.00 + $6.95 activation fee at checkout.
I registered the card per instructions @ *************************. verified I had $200.00 balance.
Went to use the card it would work. Called * *** *** ****. was told the card wasnt registered.
Again I registered the card per instructions. Didnt not work. Went to Kroger, the place of purchase, I was told they couldnt do anything to call the gift card center. I did. Again I was told the card wasnt registered.Called Kroger main office 3 times, Connected with the department in charge of gift cards. Once again said they couldnt do anything to fix the problem. They refer me back to the gift card center..
Paid for the Gift Card with my ******** ******* Card. I filed a dispute with them. They reached out to Kroger for explanation. Kroger wrote: The gift card is activated and the gift card has been scanned.
I realize the gift card has been activated and scanned. Theres $200.00 on the card. When I try to use it, it doesnt work. Ive tried using it with several different retailers including Kroger.It doesnt work
Attached is a copies of Purchased Dated. And transaction history where Ive tried to use the card..
Someone needs to be held accountable. Kroger sold me the Gift Card. They took my money. They advertised **** Gift Cards in their Digital Coupon section. If the card doesnt work they should be held liable. If its The gift card center, then they should be held liable for selling a faulty card. i
I read the Gift Card Policy it states no refund or exchange. BUT THE CARD IS FAULTY. it does not work. How can a business sell something that does not work and get away with doing nothing?
I want to be compensated for the $206.95. whether it be a exchange, store credit or refund. I will to work with anyone that can help me. I WOULD EVEN WELCOME kROGER OR THE **** GIFT CARD CENTER TO TRY TO USE THE CARD.
Business Response
Date: 08/14/2023
Thank you for contacting Kroger and we have reviewed this concern about a gift card purchased in our store. This information was sent to ** ****, the card issuer, to investigate and respond to this case.
"The gift card was loaded on 5/29, multiple calls checking card balance and over the IVR/web and an attempt to use the card at
********** on 6/3 failed due to AVS failure (card not registered). Customer registered the card on 7/10, no further attempts to use the account since this time and card has the full balance for the customer to use. "
If the customer has any further questions regarding their gift card account, please contact ** **** at ***************
Thank you.

Customer Answer
Date: 08/14/2023
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,

***** ******
Customer Answer
Date: 08/14/2023
Kroger response is what I stated in my complaint. The card is activated. They wrote the card is not registered. After calling the 1-888-853-9536 on the back of the card this morninng it was verified the Card IS REGISTERED.. However the card has been declined several times at different retailers. The card still has the $200.00 original balance.
I purchased the Gift Card because it was advertised in the Kroger AD. I feel Kroger advertised it, they should stand behind the products they advertise. Its no diffferent then any other product they sell in the store. Kroger should do the right thing to make it right. I purchased the Gift Card from Kroger. Kroger took my money.
Im willing to settle this dispute and work with them to get this resolved.
I purchase gift cards quite regularly. Its the !st time Ive ever had issues with them.

Business Response
Date: 08/21/2023
** **** responded the account balance is $200 and no attempts have been made to use this card or that they see declined transactions since the card registration. As the customer has indicated they still can't use the card in hand, they are devaluing that account today and issuing a new card which will be mailed to the customer. The customer should receive the replacement card from the bank within 10 business days.

Customer Answer
Date: 08/21/2023
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,

***** ******
Customer Answer
Date: 09/20/2023
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.

Per phone call from the customer to BBB:
Please reopen my complaint, as of today, I have not received the promised replacement gift card for $200.00
Please provide status.

Regards,

***** ******

Business Response
Date: 09/28/2023
The update we received from the bank was that a replacement card was mailed around 8/21. We reached out to our bank contact, learned the card was not mailed as they only had PO Box address which they could not mail to. We contacted the customer and received the physical mailing address and ** **** mailed a card overnight to the customer. This card should have been delivered on 9/25. Thank you and we apologize for any inconvenience.

Customer Answer
Date: 09/28/2023
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,

***** ******

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