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:06/22/2023

  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 September 18, 2023 (Father's Day) I went into Krogers store (**** in Addison, TX. I purchased an Apple gift card for $100 and a BestBuy gift card for $25.00 for my husband. Once my husband opened his gift card and pulled it out of the $100.00 GC sleeve, it showed a $50.00 GC. He then, checked the balance of the gift card and it gave an alert that the card was already redeemed. I then called Kroger customer service and was told to give it 48 hours for someone to reach out to me regarding the situation. Unfortunately, no-one reached out to me, so today on September 22, 2023 I physically went back to the store and asked for manager. The managers name was *****, this manager was no where near helpful. She did not empathize or show any interest in finding a resolution. Instead she told me that it was no longer their problem and that I needed to contact Apple directly. I advised her that one of her associates told me that I was not the only person that this has happened to. I asked her was she aware that something odd was going on with their apple gift cards and if they planned to do something to prevent future issues. She then said no, because we do not sell Apple gift cards (mind you I just purchased one 4 days ago). That's when she mentioned the Apple GCs was pulled from their store yesterday. Once I left I called Apple, The representative asked that I called the store on 3 way. The rep explained to ***** the manager that the card was activated in FEBURARY,23 and REDEEMED in APRIL! I purchased this card JUNE 18th. ***** did not seem to care and was very defensive, once I told her I did not like her customer service she hung up on us in our face. I then call Kroger corporate, and you will not believe it, the rep that ended up helping me, fell asleep while helping me. We could hear him snoring! I just hung up and called again. I then ended up with *****, she did her best to assist, finally. However, I am still missing $100.00 and Kroger simply just does not care.

  Business Response

  Date: 06/27/2023

  Thank you for contacting Kroger and we are sorry for this experience.  We are sending this information to Apple for review & response to this concern.  Please allow 3 - 5 business days for us to get a response back on this refund request and we will share an update as soon as possible.

   

  Thank you.

  Business Response

  Date: 07/05/2023

  Apple responded that this refund is approved, the customer will receive it within 10 business days.

  Thank you and we apologize for any inconvenience. 

  Customer Answer

  Date: 07/06/2023

  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 received a refund in the amount of $100.00
  
  
  
  Regards,
  
  
  
  ******** ******
  

• Initial Complaint

  Date:06/20/2023

  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.

  Transactions dates happen through may 2nd-4th 2023 for 803.50 each
  
  I filed a dispute with Kroger prepaid card for the amount above. Kroger issued me one of the transactions amount for 803.50 but not for the other two. I didn’t understand that solution. The reason I didn’t understand was because these transactions happen 3 days in a row at the same merchant. How do I get one of the transactions but not all if they were done at the same location? I called customer service they gave me no explanation for it at all. They told but that the other transaction was ruled not in my favor but, gave me no reason for the denial. They wouldn’t even let me appeal the decision. If I get one transaction for the same merchant all around the same time back to back I should get all three. It sounds like they just denied me and didn’t want to give me the rest and didn’t do a thorough investigation. If they did they would’ve seen that I never made these transactions. I never let anyone use my card. I never been to this location ever in my life. They never looked into this honestly. I was even sick at the time this happened. I could’ve never made these transactions I would’ve had to been at two places at once and that’s not realistic. They are playing childish games and clearly this is unprofessional. I want them to give me the other transactions. If the first one was ruled in my favor the other two has to be ruled in my favor also they happen three days straight right after each other. It’s common sense.

  Business Response

  Date: 07/20/2023

  Thank you for contacting Kroger and we are happy to assist you.  We do not know what this transaction is for, there is no receipt, card number for us to work with the appropriate team to investigate and respond.  If the customer can provide the card, account or transaction information we are happy to assist.  A message has been left for the customer to provide this additional information.

   

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the response is not satisfactory to me. Kroger prepaid knows my card number and it is **** **** **** ****. They have to give me the other transactions if they gave me the very first transaction and it were three in a row at the same merchant. It is no way possible that any one can take my card then give it back to me to use it the other two times. The card hasn’t been in my possession during these three transactions or after. Kroger prepaid department lied about me having this card in my possession. They gave me the very first transaction if so then I should’ve never got the very first transaction doesn’t make sense to me at all and I’m very upset.
  
  
  
  Regards,
  
  
  
  **** ******
  

  Business Response

  Date: 07/31/2023

  Thank you for this information, we have sent this concern to ** **** to review & respond.  We should have an update within 48 business hours.

• Initial Complaint

  Date:06/16/2023

  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 $50 gift card from Krogers using cash on June 14th and minutes later when I tried to redeem it, the gift card said it was invalid and to call ***** which I promptly did only to find that the card was void and that I should go back to the retailer and ask for a new card. When I did that, I was told that because my receipt stated the transaction was approved they were not at fault and refused to give me a new card. I then called ***** back and asked for a statement from them explaining that the card remained void after the transaction but they were of no help. So now I have a $50 gift card that is worthless. Can you help me get this resolved? I am here in Kentucky for the next month visiting my daughter so I am hoping to get this resolved soon.

  Business Response

  Date: 06/19/2023

  Thank you for contacting us and we are sorry for this experience.  This gift card account information has been shared with the merchant, ***** and we are waiting for a response back to their investigation.  We typically receive a response back within 5 business days.

   

  Thank you.

  Customer Answer

  Date: 06/20/2023

  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.
  
  
  Regards,
  
  
  
  ******* ****
  

  Business Response

  Date: 06/20/2023

  Thank you for your patience as we investigated this issue, the refund has been approved and the customer will receive it within 4 - 7 business days. 

• Initial Complaint

  Date:06/12/2023

  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 6/3/23 I attempted to purchase an ******* gift card for $80 at Kroger. I did not have my wallet and tried to use Kroger pay on the app. The screen said I needed an id. Three young men came to assist and eventually said they couldn't override it. I left the card with them and got my husband from the car. He was able to purchase a card successfully. The next day both transactions appeared on our account. After several attempts to resolve this in person (one person said the guys who "helped" me probably threw the card away) and about an hour and a half on the phone, Martin in "financials" said the card was never returned to stock and gave me the card number (no PIN) and two phone numbers to call, claiming ******* would refund the money. Neither number was for ******* and I couldn't get through on either.

  Customer Answer

  Date: 06/13/2023

  There is no receipt or card.  I was told the transaction could not be completed without my id and since I didn't have it I left the card behind and left the store.

  Business Response

  Date: 06/19/2023

  Thank you for contacting us, we are investigating this concern and will share an update within 5 business days.

   

  We apologize for the inconvenience. Thank you.

  Customer Answer

  Date: 06/19/2023

  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.
  
  
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 06/20/2023

  Thank you for your patience as we investigated this concern, the customer was charged twice and a refund for $80 is being processed which should post back to their account used to make the purchase within 4 - 7 business days.  Thank you and we apologize for any inconvenience.  

  Customer Answer

  Date: 06/20/2023

  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:06/09/2023

  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.

  I purchased a $50 iTunes card for my daughter on 6/9/23 and when I got home and opened the card, there was a $25 gc inside. I immediately reached out to the store and the rude agent redirected me to a 800 that only looped the same message about contacting Apple. I called the # on receipt and that agent told me to contact the merchant again as they don’t handle iTunes card purchase. I reached Kroger store again and was told there’s nothing they can do.
  I explained the card, once I looked closer
  Seemed to be glued so it would appear there was no issue. Even after opening I could reseal it. The CSR didn’t care. I contacted Apple and provided the info and they can’t even locate the card # in the system. The $25 code I was told was actually activated in 2022! The gift card # they used to search doesn’t even match the 4 digits on the card # I rang up at the store!! WHAT IS REALLY GOING ON! The customer service lady at the store seemed like she was pissed that someone would even be calling requesting their $ back after this scam! I’m the one that is out of $!! After all this I had to purchase the tv again for my daughter so I’m now out of $100 !!! Apple is
  Scheduled to call me 6/10 because even they can’t figure out this scam! If Kroger is not going to assist, at least put the cards where they cannot be tampered with or inspect every one to make sure they aren’t tampered with!!

  Business Response

  Date: 06/19/2023

  Thank you for contacting us and we apologize for this experience.  This information has been shared with the merchant to review & respond to this gift card account concern.  We should receive an update within 3 - 5 business days to provide an update on this case.  

   

  Thank you.

  Business Response

  Date: 06/20/2023

  Thank you for your patience as we investigated this concern, the refund has been approved and the customer will receive that within 4 - 7 business days.  . 

  Customer Answer

  Date: 06/20/2023

  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.  Please send my money to ** ********* J****** ** *****.

  I hope they get this scam Under control!!

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

• Initial Complaint

  Date:05/31/2023

  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.

  I made a payment of $ 1506.06 through Krogers grocery store and the payment was never received. It was supposedly sent to wrong account. It was supposed to to be paid to ************ but was sent to ******** who never received it. I have documentation through email that they never received payment but krogers is saying I had 3 days to say the money wasn’t received but I was not told that and it took more than three days to be notified that my payment wasn’t received. Please help I can’t afford the loss.

  Business Response

  Date: 06/12/2023

  Thank you for contacting us and we apologize for this experience.  This information has been shared with the team who manages money services and bill payment transactions.  Please allow 3 - 5 business days for the investigation between teams and the store, we will respond shortly to this concern. 

  Thank you

   

• Initial Complaint

  Date:05/30/2023

  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.

  ********* Fred Meyer sold an already used $25 ****** gift certificate to us on 4/10/2023. ****** has confirmed this card had been cashed in prior to the date we purchased the card, and that Fred Meyer re-sold the used card to us fraudulently
  
  ****** contacted Fred Meyer and case number ******** was initiated by Fred Meyer.
  
  Per Fred Meyer’s request when I called them I emailed copies of the Fred Meyer receipt and gift card on 5/15/2023. I sent Fred Meyer a follow up email on 5/23/2023 to ask for the status but cannot get a response from anyone there.
  
  Fred Meyer is refusing to resolve this issue with me and will not respond to my emails seeking resolution

  Customer Answer

  Date: 06/01/2023

  Sending copy of requested ****** gift card

  Business Response

  Date: 06/19/2023

  Thank you for contacting us and we are sorry for this experience.  I was able to reach the customer by email and request a copy of the receipt and card to investigate and work with the merchant.  I was not able to reach the customer by phone but sent an email today to review some questions on the purchase in order to assist with a resolution.

  Thank you.

  Customer Answer

  Date: 06/19/2023

  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:05/30/2023

  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 $500 **** ****** gift card at the ********** ********* store for $500 on 4/13/23. Our family went to **** ****** to enjoy a nice dinner and the gift card did not work. I contacted **** ****** the following Monday and their manager determined the card was not activated. I have contacted Kroger customer service on 5 separate occasions and still do not have a refund. Kroger told me that I would have a refund by 5/25. This has not occurred. I have spoken to many friends who have had similar issues with Kroger gift cards.

  Business Response

  Date: 06/12/2023

  Thank you for contacting us and we are sorry the customer had an issue with their gift card.  In speaking with the customer she received a refund for the gift card, this is resolved and to apologize for this experience a credit has been applied to her shopper card account. 

  Customer Answer

  Date: 06/13/2023

  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:05/19/2023

  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 paid a bill at krogers may 2,2023, i get my bill in mail 119.12 looked at my bill krogers only paid 4 dollars of 54.00 so my bill is doubled .went to krogers 5/18/23 and showed the bill and the amount cincinnati bell credit it was only 4 dollars my bill was 54 now 119.12 so im paying a late fee along with 4 dollars? i went to retrieve the $50, and krogers did not know what to do? just give the monies back krogers did not pay my bill in full i will not use this service again and personal experience because i used last month april and bill was late again.mortified.filed complaint not long ago against pharmacy no answer, pharmacist lied said i never had med at that norwood store this is concerning my health as i waited to this date no answer from krogers . was unable to pick up meds for 1 full month because of lies told . i was not in cincinnati in 2019 i lived out of town and picked up meds at rite aid i told them im pissed because i have 4 letter's where as my HIPAA was breached? why? because of these ppl changing info when dealing with ones health and meds? mortified.i will never pay a bill at krogers because they just let me know they will steal from the old and poor. i went to store to get monies called 3 times no answer. called vincinnati bell also

  Customer Answer

  Date: 05/22/2023

  krogers refunded my monies i will  never pay a bill thete again and krogers probably foing this to many, they did it to me.as for pharmavy they lied said i had no prescriptions from that store but i been picking up meds for many years .. this is my health . investigate bc anyone messing in meds chsnging movong deleting should be removed. 

• Initial Complaint

  Date:05/13/2023

  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.

  Bought a 25 dollar gift card; didnt put in bag. Got home noticed it missing, when I called told me to call **** *** **** ***** the vendor the gift card was for. Called customer service hotline cant get anyone, did a live chat and agent hung up on me.

  Business Response

  Date: 05/30/2023

  Thank you for contacting Kroger and we are sorry for your experience.  This was investigated and to replace the gift card a $25 in store shopper card credit has been placed on the customer's household account with Kroger.  The next shopping trip, once shopper card swiped or ALT ID entered, groceries totaled a prompt will come up if they wish to use the $25 credit off their purchase.  Exclusions are fuel, pharmacy, products at service desk or gift cards.

   

  Thank you and we apologize for the inconvenience.