Financing
Kroger Personal Finance, LLCThis 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 ComplaintThe 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:05/03/2023
Type:Product IssuesStatus: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 bought two **** gift cards at QFC ********** *******, ******* on Feb 28, $1000 in total, checked out at12:49 pm. When I got home and opened the package, I noticed there was no CVV code printed on both cards (1:30 pm). I was never able to activate these cards online because I need to provide the CVV number.
I called the **** card company (1:30-3:00 pm) and they said I need to contact to the store. I called QFC customer service and they said I need to go back to the store in- person. Calling and waiting in line took more than 1 hr and no progress has been made.
I immediately went back to the store and talked to the manager at the customer service desk (3:30-4:30 pm). QFC has cameras and I believe it recorded everything happened at the customer service desk. They said I need to call the **** card company to resolve this issue and there was nothing they can do. Apparently they were passing the buck.
I said if I got one card misprinted that’s a bad luck, but what does it mean if you bought two cards and both of them are damaged? If you don’t believe in what I’m talking about, you can just randomly open the gift card packages right now in your store and you will see a lot of cases just like this. The manager admitted that this is a scam going on and the card manufacturing company was doing this on purpose, but they were not helpful at all and didn't feel ashamed at all.
This is totally not my fault, however it was me who have to either call the **** card customer service or ask the bank to dispute the transaction. I called the card company customer service and they asked me to fax in all my information to make a new card for me. Even I got new cards I will be afraid of more fraudulent and unauthorized charge. I just need my refund back. Now the $1000 is locked in these cards forever and I can never give them to others as gifts.
I have attached all the information I have in hand. PLEASE resolve this issue ASAP for me, otherwise I will file a claim. I NEED A REFUND.Business Response
Date: 05/18/2023
Thank you for contacting Kroger, this information has been sent to ** ****, the gift card issuer, to investigate and respond to this concern. The bank has shared they have been in contact with the customer on these accounts, we should have a response within 48 business hours.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 05/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Please update me with the further response from the business, thank you.
Regards,
******* ***
Business Response
Date: 05/30/2023
** **** shared they had spoken to the customer and request documents to verify identity and purchaser of cards. This information was not received to move forward with a dispute and assist the customer. We sent this information from the complaint to the bank, they completed a fraud dispute on the accounts and approved a refund for the cards and the fees. The customer will receive a refund within 10 business days and we apologize for any inconvenience.
Customer Answer
Date: 05/31/2023
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:04/30/2023
Type:Product IssuesStatus: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 Easter Sunday April 9th, 2023 I went in to Dillon's at **** * ****** ** ******** ** ***** and purchased a $100 ****** **** Card. When we went to redeem it ****** asked for pics of card and all info pertaining to purchase. We complied and sent in all info. We then took card back to Dillon's and talked to store manager who tried to contact ******. Because of holiday, no answer. He then instructed me to try another ****** card until matter was settled on first card. I purchased another $100 ****** card. When we went to redeem, the same thing happened again. We repeated process as we did on first card. I contacted ****** and was told Dillon's was responsible for replacement. I contacted Dillon's corporate in Hutchinson who checked serial # on both cards and told me they both showed $100 on card and to call ****** again. I did and ****** told me Dillon's must replace them! I feel I am stuck in the middle with two $100 ****** cards that I cannot use. I am seeking that Dillon's replace these cards so I can use them. They admitted to me that the full value of $100 is there but ****** will not let me redeem them! Can you help please? I don't know where else to turn.
Thanks,
** ******Business Response
Date: 05/02/2023
Thank you for contacting us and we are sorry to hear there is an issue with your gift card. Once successfully activated, all gift card sales are final, this policy is stated on the in store fixture, online, and on the activation slip. The Kroger Company is
not responsible for unauthorized use, fraud or lost/stolen cards. If a customer
has a claim of unauthorized use, the appropriate course of action is to contact
the prepaid card issuer for assistance.This information has been sent to ****** **** for their review & response on this gift card account. We anticipate receiving a response within 3 - 5 business days.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 05/02/2023
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: 05/15/2023
****** responded 5/8/23 this refund was approved and Kroger submitted the request on this date. The customer should receive the refund within 10 business days of this date. Thank you and we apologize for any inconvenience.Customer Answer
Date: 05/19/2023
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:04/17/2023
Type:Billing IssuesStatus: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.
Someone is using my social security number. I've not applied for credit with Harris teeter reward world elite ********** account.Business Response
Date: 04/19/2023
Thank you for contacting us and in reviewing the customer's concern about a credit card account or use of personal information, please contact ** **** the issuer at ###-###-#### in order to review and respond.
Thank you and we apologize for any inconvenience.
Initial Complaint
Date:03/31/2023
Type:Product IssuesStatus: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.
Hello
I bought a gift card at 7:43pm on March 29th
But the barcode of this gift card was maliciously changed, The last eight digits of the barcode of the card I bought is ********,so the money was not reload to the gift card I bought, but to another card. I actually bought a gift card that was maliciously swapped by someone else.that is unbelievable
I immediately went to the manager of the store and asked to cancel the transaction immediately, otherwise the money would be spent by someone else. But the store can't resolve the problem, and calling customer service can't also resolve it.
I asked for a refund and for the store to strictly check gift cards in the future so that this does not happen again
Thank youBusiness Response
Date: 04/19/2023
Thank you for contacting us and we are sorry the customer had an issue with their gift card. We have escalated this information to ** ****, the issuer, for review and response. We should have more information within 24 - 48 business hours to respond to this concern.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 04/20/2023
Better Business Bureau:
I have received the refund from Ralphs
Because I have also filed a dispute with chase Bank for this transaction, it is possible that chase bank has solved this problem for me.
Although I received a refund, I really hope that Kroger Company pays attention to this problem. The gift card I bought was maliciously exchanged by someone else, and the merchant did not help me solve the problem. However, as a consumer, I should not contact the customer service or the bank, and the merchant must solve this problem, because I bought it from the storeThank you
Regards,
******* **
Initial Complaint
Date:03/30/2023
Type:Product IssuesStatus: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.
December 13, 2022 purchased **** gift card at ****** ** Kroger. Upon trying to use gift card I informed that there was an issue with card. Called ****, was told card flagged Fraudulent in June 2022 and I needed to go to their website. After entering information on website, received message that there was a problem, and I should call the number I called in the first place. After trying this several times with the same result, I contacted ****** Kroger several times and spoke to two different managers and was told to call Kroger Corporation. After several calls, transfers and more than an hour on hold; they verified that I did purchase the fraudulent card on December 13, 2022, based on my Kroger account and the numbers on the gift card. I was also told they could not help me and I needed to call ****. I called **** again and received the same result as before. I was also told by **** that if I couldn’t get the website to work I could fax my driver’s license. I am not comfortable doing that. I have also contacted the ****** Police Department, ******** card (used to purchase gift card), and now BBB.Customer Answer
Date: 04/06/2023
I ******* CEO Kroger and found an email address. After emailing I received a call the next day and this issue has been resolved. Thank you for your assistance.Initial Complaint
Date:03/28/2023
Type:Service or Repair IssuesStatus: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.
On 3/26/23 I went in to make a ******* ***** payment to ** Financial in the amount of $3,951.94. It was an extremely time sensitive payment. The cashier, Natalie, submitted it into the wrong payment system (*********) disregarding the importance of ******* ***** being the necessary payment source. ** Financial does not accept ********* as a form of payment. Smiths is refusing to give me any district or corporate management information even though I have requested it several times. They have not refunded or reimbursed me my money so it can be submitted into the proper payment system. They keep telling me that there is nothing they can do on their end but wait. Wait for ********* to finish processing the money over to ** Financial which is expected on 3/28, then on 3/29 they will call ** Financial & ********* together so they can request a refund. This can take multiple business days for a payment that was required to be submitted into ** Financial BY 3/27/23 at 5:00pm CST. That time has come & gone. We are out $3,951.94 & nobody is rectifying this by giving us our money back due to their cashiers severe error.Business Response
Date: 04/05/2023
Thank you for contacting Kroger and we are sorry to learn the customer had an issue with their bill payment. We sent this information to our store and division to respond, it is our understanding the payment was made on a Sunday 3/26, the customer contacted the store on 3/27 about the payment not posted, and the store reached out to ********* who advised the payment would post the next business day 3/28. The store advised the customer on 3/28 to contact ** Financial and ********* to assist with this concern. The customer advised the store on 3/29 she had contacted them and this had been resolved.
We apologize for any inconvenience and please let us know if this payment has not posted for the customer.
Initial Complaint
Date:03/25/2023
Type:Product IssuesStatus: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.
On March 25, 2023 I purchased two **** Gift e-gift Cards from the Kroger.com website. The total purchase amount with fees was $160.90 for 1 $100 gift card and 1 $50 gift card. The order number 1054098. The money has been deducted from my account. I received an email confirming the order. I received an email with a link to the gift cards. The link immediately took me to a web error that said the gift cards were invalid and to call the merchant and provide the error number. I called Kroger and was told it was an issue with the company that issues the cards. I needed to Call them. The card issuer said it was Kroger's error and to call them. The website to activate gift cards purchased from Kroger, ************************** is not a valid website address. I have placed 9 calls and been hung up on, told I cant get assistance without a giftcard number (which I cannot get because of the error), told I cannot receive a refund. I have no recourse. Kroger appears to be selling fraudulent gift cards through a third party, but will not assist the customer. The purchase was made on the Kroger website and they can pull up and fully acknowledge the purchase. This was not me falling for a scam that was masquerading as Kroger. This Kroger committing fraud against me. I will sue Kroger if I am refused a refund as they have my money and will not issue the two gift cards. Attachments: Confirmation of Purchase. Confirmation of invalid website. Confirmation of error tryng to access gift cards with a message to call KrogerBusiness Response
Date: 04/05/2023
Thank you for contacting Kroger, this concern was brought to our attention by the customer sending an email to our CEO. This was resolved for the customer on 3/29 and we were able to speak with him to review that Blackhawk, our gift card processor, submitted a refund back to his credit card. We shared the refund or credit should post to his card within 8 business days of this date of 3/29. We also shared the feedback with the call center teams on this call was handled to see how we can improve our assistance to our customers.
Thank you and we apologize for any inconvenience.
Initial Complaint
Date:03/15/2023
Type:Product IssuesStatus: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.
12/05/2023 – Received a gift card in the amount of $500.00 from my employer as a Christmas bonus.
12/20/2022 – Attempted to register my gift card at ********************** and was informed that the card was inactivated due to suspicious activity. 01/05/2023 – Placed phone call to number provided on card. Was provided a list of required information and documentation to request a replacement card. I was provided a case number of **********. I faxed requested information on the same day. 01/19/2023 – Placed phone call to inquire regarding status, was told the fax had been received but I would need to fax in additional information including receipt. I located gift receipt and additional information then faxed it the same day.
02/28/2023 – Placed phone call to inquire regarding status and was notified that the card replacement process had changed, and I would need to submit the information via the website. I then used the Card Not Working? link on the ********************** website to submit the same information that was previously faxed.Business Response
Date: 03/22/2023
Thank you for contacting Kroger Personal Finance and we are sorry to hear you had an issue with your gift card. This information was shared with ** **** the issuer, they responded that you registered the card on 3/17 and they have sent a replacement card to you to resolve this issue.
Thank you and we apologize for any inconvenience.
Initial Complaint
Date:03/13/2023
Type:Product IssuesStatus: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.
On February 9, 2023 I bought an ****** gift card for $350. I went to use my gift card on ******. ****** had me to verify that I purchased my gift card which I did. I have received and bank statements. They said I can not use it and not valid and close my ****** account. I reach out to kroger for a refund and I sent them all the evidence from ****** along with the gift card and receipt. On March 22, 2023 they told me they will process my refund give it 7-10 business days. On March 8 I didn’t get a refund now they telling me to wait another 7-10 business days to process the refund. They keep telling me the same thing over and over. My reference number is ********. I’m sorry but Kroger is not fulfilling their honesty, integrity, respect, and inclusion like the promise to do.Business Response
Date: 03/29/2023
Thank you for contacting Kroger and we are sorry the customer had an issue with their ****** gift card. All sales are final once the card is successfully activated at time of purchase. This information was sent to ****** for their review & response. A refund has been approved, the customer should receive it within 10 business days.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 03/29/2023
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.I called Kroger just to make sure for an update for case # ******** and it was not an update. They saying they are still waiting on ******. Plus Kroger told me this exactly same thing on February 22,2023. When March 8 came ( the 10th business day) they said wait another 10 business days . I believe Kroger is using this as stall tactic to not refund me my money. It don’t take 10 business day. Usually 3 -5 business days.
Regards,
***** ****
Business Response
Date: 04/05/2023
Hello,
I just spoke with the customer and shared an update on the refund, it has been submitted today, most customers see it credit within 4 - 6 business days, the timing can depends on the bank. To apologize for the delay we have added a in store grocery credit to their shopper's card.
Thank you and we apologize for the inconvenience.
Initial Complaint
Date:03/12/2023
Type:Product IssuesStatus: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 November 18, 2022 I purchased (2) $50.00 Amazon gift cards (total of $100), These were sent to my grandsons for Christmas but they were unable to use them as the last several digits of the claim number had been scratched off. They emailed a copy of the cards to me so I could see what they were referring to. On January 9th, 2023 I contacted Amazon to see what could be done and was told to contact Kroger. I went to the store where I purchased them and they said I had to call 1-800-Krogers. I contacted them and sent them copies of the cards and a copy of the receipt showing the purchase. I was given a case number of ******* and told this would be resolved shortly. On January 18th, I send another email to Kroger asking what was the status and heard nothing. I emailed again on February 6th with no response. On February 20th, I called again and was told to resubmit everything, alone with a letter from Amazon to proved we talked to them. They acknowledge receipt of the requested information and said it would be handed soon. On March 3rd another email went out and still no response. I don't know what else to do. Due to the fact that the Amazon cards were purchased at Kroger with the numbers scratched out, the card was apparently taken apart and "hot glued" back together before my purchase. I believe I am deserved a full credit of $100. I have been a Kroger Plus member for probably over 40 yrs and have a Mastercard Plus credit card with them. Could you please help, as all my efforts have failed to get anyone to resolve this issue? I have only received comments stating they will help and get back to me, but it never occurs.
If needed, I can send you copies of the (2) $50 Amazon Gift cards that have never worked, and / or any applicable paperwork that I have already sent in via the aforementioned Claim Number.Business Response
Date: 03/29/2023
Thank you for contacting Kroger and we are sorry that the customer had an issue with their Amazon gift cards. All sales are final once they are successfully activated at the time of purchase. We escalated this case and information to Amazon for their review & response. A refund has been approved and the customer should receive it within 10 business days.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 04/06/2023
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 credit on my credit card for the $100.00. Thanks you very much for taking care of this matter for me as Kroger didn't listen to me at all.
******** *********
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