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.

close

Find a Location

Kroger Personal Finance, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/09/2023

  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.

  Good afternoon...
  
  On 10/3/22 I believe it was, I attempted to load money onto a ******** card from this location. I was in a major hurry on this morning trying to help a friend who had alot at stake with time being critical. We needed money, on a card, in order to get an **** and arrive to an 8:30 appointment ontime.. Failure to do so meant expellsion of my friend in a life critiacl program.. I note this becasue I need to communicate my level of urgency. I had also cashed a large check on Saturday, unable to yet deposit anywhere, I had more cash than I wanted on my person, but almost nothing on a atm/credit card.
  
  A little after 8, I rushed into the store and up to the money services counter. I informed the cashier I would like to load $500 onto my ******** card.. he processes the transaction, and off I go out the store to sprint back to friend across street and hire an ****.. only to my dismay, as the money never transffered onto the ******** card. My friend (my girlfirend) is cussing me and blaming the whole ordeal on me. She knows the stakes here. (I can infrom more about this if needed)... thinking the money simply hasnt had time to load, my only idea is to load another $500 in case the first one has suffered some error and is simply log jammed somehow... (I had cashed a retirement investment check for roughly 7000 on Sat, and needed to deposit cash anyway. $500 is max per transaction) I run back to the store and the same cashier processes another $500. To this day neither of these transactions have fallen thru to my ******** account. I have contacted ******** several times and they say no $500 deposits to the card were ever attempted on that date. I have contacted both the local store and ****** money services. The local store has told me both they don't know how to look up past transactions and they don't have the ability. ****** money services also has seeminly not been able to look for these transactions. (Have more to say but no more characters)

  Customer Answer

  Date: 06/20/2023

  I do not have the reciepts involved in this matter. I honestly do not recall wheter I was given any receipts, however my wallet was lost shortly after this incident and any receipts would have been lost along with it.

  I know this is unfortunate and the reciepts would aide greatly in a resolution, however I also am of the opinion that if receipts are produced, there must also be a record of said transaction available that can be reproduced. ******** maintains no deposit information was ever received.

  There should be a positive accounting error to be identified?

  There are cameras at the location, Should we be able to view the camera's and identify the validity of my claim?  (when I asked ****** about this, they noted "I don't have the manpower for that"

  Business Response

  Date: 06/27/2023

  Thank you for contacting Kroger and we are sorry to hear of this experience.  We are unable to locate this transaction and we didn't receive a copy of the receipt. We reached out to ******** for their review and response to this concern.  ******** confirmed they were contacted by the customer and were unable to verify the transaction, the case was closed. If the customer is able to share any documentation or transaction information we are happy investigate further with ********.  

  Thank you.

   

• Initial Complaint

  Date:03/06/2023

  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.

  I made 2 online gift card purchases at giftcards.kroger.com during the February 4x Fuel Points promotion - Order #******** for $3000 on 02/10/2023, and Order #******** for $3000 on 02/11/2023. I received the gift cards soon after the purchases in my email. However, I was also supposed to receive 24000 Fuel Points in my Kroger account for the $6000 in gift card purchases, as per the promotion terms. I can confirm that I was logged in to my Kroger account (Alt ID: **********, Plus Card Number: ************) while making the purchases, and the purchases still show up under my "Order History" (see supporting documentation). But I did not receive any points at all, and this is a clear violation of goods and services not being provided by Kroger/********* upon full payment.
  
  
  Upon reaching Kroger customer service, I was told that they cannot see any orders under my online purchase history, and therefore, cannot award me the missing Fuel Points (Case Reference ********). This is incorrect, as although the purchases do not show up under my purchase history on kroger.com, they do show up under my "Order History" at giftcards.kroger.com (see supporting documentation), the site where I purchased the gift cards.
  
  
  I also filed a ticket with the customer service of ********* ******** ***., which operates the giftcards.kroger.com website on behalf of Kroger. After some back and forth, they concluded that they do not have the ability to award Fuel Points and I should be contacting Kroger (Case *********).
  
  
  I had chosen to make the purchases because of the 4x Fuel Points promotion and need the 24000 Fuel Points deposited to my Kroger account as soon as possible.

  Business Response

  Date: 03/08/2023

  Thank you for contacting Kroger Personal Finance and we have reviewed this concern.  The customer contacted us in February on this issue and was provided the following response to their inquiry about the fuel points:

  "Fuel points will not be added for these transactions. Your cards and activity are in violation of the fuel program
  terms and conditions (********************************************).
  The terms further state that the loyalty program can be modified or
  discontinued at any time without notice.”
  

   

   

   

  Customer Answer

  Date: 03/08/2023

  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 have read through the Fuel Points terms & conditions and there is nothing I see there that I am in violation of. I purchased the gift cards for personal use staying within the enforced daily limits and only because Kroger was having this "4x Fuel Points promotion". It makes no consumer sense to buy the gift cards from Kroger otherwise, when other retailers give alternate forms of discounts. Applying the de-facto "terms can be changed without notice" is extremely ANTI-consumer "bait-and-switch" behavior from Kroger and needs to be arbitrated against, if you cannot prove that I violated any of the terms.

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

• Initial Complaint

  Date:03/03/2023

  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 went into the ********* Fred Meyer on December 21, 2022. I bought 2 $100 ****** gift cards and paid by credit card. Took them home, wrapped them and gave them to relatives as Christmas presents. The next day when they tried to use them they immediately got a message from ****** that these had already been applied to another account and to contact ******. That’s exactly what I did. But when they found out I had bought the cards from the grocery store they said they couldn’t help me and to contact the store that I bought them from. Which I found out is a is a number that connects to their stolen cards department.
  After giving this department both emails from ****** that said the cards were already used and that they couldn’t help me Krogers customer service told me “ don’t worry, we are going to help you”. After 3 months of calling Kroger back and emailing them to find out how my case was progressing I was told that they couldn’t help me.
  How do you go into a store to purchase an item and then get no help when it turns out the item is missing or stolen? I have all the documentation and receipts as well as the actual stolen ****** cards. I contacted the holder of my credit card and was told that I would not be able to dispute the charge as **** has changed their rules about things like this. Where is my consumer protection? Dealing with the Kroger stolen cards department was like being put on a hamster wheel. I’ve heard from other people that they had the same experience with Kroger. How are they getting away with this?

  Business Response

  Date: 03/08/2023

  Thank you for contacting Kroger Personal
  Finance and we are sorry to learn the customer had an issue with their ******
  gift cards.  There were several attachments in the complaint and we only
  saw 1 ****** gift card, Southwest gift cards, and communication from
  ******.  Can the customer please provide their receipt, pictures of the
  back of the two ****** cards they need assistance with? Once we have this information
  we can escalate the case to ****** to review the gift card accounts, redemption and refund request. Once we have this information it can take 3 - 5 business days to complete this review.

   

  Thanks,

  KPF

• Initial Complaint

  Date:02/27/2023

  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 coached my son’s basketball team and received a $200 gift card to **** ***** as a gift from the families. When I opened the gift card the glue from the card board covered the gift card bar code and PIN number rendering the gift card unusable. I took the gift card to **** ***** but they explained that since it was purchased at King Soopers it had to be returned there. **** ***** also explained that this is a known issue and they’ve requested King Soopers stop selling these gift cards from the manufacturers of them given the poor quality. When I took the card to King Soopers to exchange for a new working gift card, they told me that they could not exchange it without the receipt and accused me of stealing. There was another customer in line at King Soopers customer service with the same exact issue. Given this was a gift (it is a gift card after all), we do not have the receipt.
  
  The gift card was purchased by ******* **** on 2/25/2023 and her phone number is ###-###-####. The last four digits of her King Soopers account number is ****. Even given that information, King Soopers is either unable or unwilling to look up the receipt and make this right.

  Business Response

  Date: 03/03/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you had an issue with your **** ***** gift card.  We have not been able to reach you by phone or email in the last couple of days.  Please respond in order to assist you with this concern, Monday - Friday, 7:30 AM - 4:00 PM ET. 

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a ****** gift card for Christmas from Kroger's on 12/13/2022. My wife went to use the gift card sometime in January at the **** store on ******* ** and learned that the card had been used and had no available balance. I took the card to the Krogers and was told that I had to work the problem out with *****. I then call called ****** and opened a case for them to investigate (case # *************). Once their investigation was completed they gave me the same response that Kroger did. They told me that the money had been used on the gift card and I had to work the problem out with Krogers. Neither company will refund me my money back. Since I purchased it from Kroger's I feel it's their responsibility.

  Business Response

  Date: 03/01/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you had an issue with your gift card.  Once a prepaid card is successfully loaded at the time of purchase all sales are final.  To assist in your concern this information was shared with the merchant to review the account, a refund is being processed back to your card which should post within 8 business days.

  Thank you and we apologize for any inconvenience.

  KPF

   

  Customer Answer

  Date: 03/03/2023

  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,
  
  
  
  **** *****
  

  Provided I receive the refund. Yes i'll be happy with this resolution.

   

  Thank you Krogers and BBB
  

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a giftcard (for another company) at Kroger on 12/21/22. When the recipient went to use it, they received an error message and contacted Kroger who told them the purchaser needed to contact them directly.
  
  I have since called Kroger 9 times and the issue has not been resolved.
  Once I was told the agent would call me back, never did.
  Once was told to contact the company the giftcard was for directly, did this and they said since purchased through Kroger I needed to work with them.
  Once was hung up on.
  Three times was told the case had been escalated.
  Twice was told to call back another day for an update.
  
  I have provided the giftcard information, reference number, proof of purchase multiple times. This has not been resolved 2 months later.

  Business Response

  Date: 03/01/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear you had an issue with your gift card.  Once a prepaid card is successfully activated at the register all sales are final. To assist the customer we provided this information to the merchant for their review on the concern, a refund is being processed back to the customer which should post to their credit/debit card account used for the purchase within 8 business days.

   

  Thank you and we apologize for any inconvenience.  

  KPF

  Business Response

  Date: 03/08/2023

  This refund request was submitted back to the customer's card on 3/1 and if it has not posted to their account as of today it should by end of this week.  Timing depends on the customer's bank in making these funds available to them.  

  Customer Answer

  Date: 03/08/2023

  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:02/19/2023

  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 Visa Debit card 10/31/22 at the Kroger located **** Winton Road 45231. The value placed on the debit card was $210.00. The next day I attempted to use the card. It had already been used. I filed a dispute with Visa Case# ******** the next day.. This issue has not been reconciled. I have been getting the run around every since. I would like a full refund of my S210.00. I did fax them the information.
  
  Thank you
  ***** *****

  Business Response

  Date: 03/03/2023

  Thank you for contacting Kroger Personal Finance we are sorry to hear you had an issue with your gift card.  This information was shared with US Bank, the card issuer to investigate.  They initiated a fraud dispute on the account for you, it has been finalized and they approved a refund on the account.  You should see this refund within 10 business days. 

   

  Thank you, KPF

• Initial Complaint

  Date:02/14/2023

  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.

  This has happened twice now. In December 2022 we bought our son a 400.00 **** gift card and when we tried to use it it was declined and said no money on the card. Krogers told us there was nothing they could do even thought we bought it at there location. We called the number on the card and they couldnt help us either. It was like it was a scam or something like we were getting the run around. So now I just bought a **** 100.00 gift card on 2-08-2023 and tried to use it later that day and registered it with my name address etc. It was declined. I called and spoke to a woman she sd she showed it was activated and I could use it in 24 hours. I tried again on 2-11-2023 at **** *** **** ***** and nope declined. I called number on card and the man told me it was registered under someone else name. The day i called on the 8th I gave that woman the 16 digit number on front and the last 8 digits of the number on the back of the card etc etc. She said it would be ready in 24 hours and it was not. I want this taken care of a new card sent to me . I am calling local news media and the attorney generals office. I am sorry but 100.00 is a lot to me. Not only did this happen once but twice to me at the same Kroger store. I am very upset and angry.

  Business Response

  Date: 02/28/2023

  Thank you for contacting Kroger Personal Finance and we are sorry to hear there was an issue with your gift card.  Once prepaid cards are successfully activated at the time of purchase, all sales are final.  This information was sent to ** ****, the gift card issuer, and they completed a fraud dispute on this account for the customer.  The case was found in the customer's favor and ** **** mailed a replacement card on 2/25 which should be received within 10 business days from that date.

   

  Thank you and we apologize for any inconvenience.

  KPF

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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 daughter went in to the money service center for assistance and no one was available. She asked a cashier for help and the cashier stated the girl had been pulled and there was no one who could help her. I advised my daughter to all for the supervisor and the supervisor refused to come and stated they were busy and no one could help my daughter (black 19yr old ) in an 80% Caucasian town was being discriminated against bc she was being seen as not important. I then, advised my daughter to inform them it was for the late fee of RENT so, it was very important that we obtain this money order due to the fact she had taken a lyft to get to kroger and couldn't go anywhere else without paying repeatedly, etc. Again, she was told the supervisor didn't know how to print a money order. I said, you mean to tell me they're the supervisor of the store and can't print a money order at that time I asked for the general manager name and number and they refused to give me both pieces of information they only gave the name bc they're only required to give one is what she was told! I'm trying to prevent a civil lawsuit bc I know I have one as well as the video footage to prove what I'm saying bc my daughter also informed me only 3 people were in line and the store was not full. It was 2/10/2023 0910-0945 somewhere in between that time frame the store was not packed. Once, she told me that I again demanded the general Mgr name and number or I would file a complaint with BBB at that time my daughter was told, sometime was found to help her. Had my daughter left after the first no, we could potentially, be facing eviction all bc the supervisor that/ this morning did not want to assist/ supervise. Very poor customer service. I see why other people complain.

  Business Response

  Date: 02/15/2023

  Thank you for contacting Kroger Personal Finance and we sorry to hear of your experience in this store.  This information was shared with the store and district teams on Monday, 2/13.  The manager has reached out to you twice this week, leaving a voicemail with his contact information.  Please return his call in order to address your concerns with the service at this location.

   

  Thank you, KPF

  Customer Answer

  Date: 02/15/2023

  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,
  
  
  
  ****** ***

   

  Please try, ###-###-#### for better conntact

• Initial Complaint

  Date:02/10/2023

  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.

  On Oct 31st 2022 I purchased three **** "A Gift For You" Gift cards at a ************ store, each being $100 in value (Total of $300) plus fees of $5.95 for each (Total fees of $17.85) for a total purchase of $317.85. I intended to use them for a November trip to *********** but, when I tried to use them all three had a $0 Balance…..
  After contacting the **** folks listed on the card, it became clear that the cards had been “hacked” and the balances were used by someone other than myself to make online Amazon purchases. I supplied **** with the information they requested for me to get a refund from the fraud and sent a FAX on Nov. 22nd 2022 with all the information they requested (Proof of my identity, receipt from the ***** Purchase, front/back image of the cards and my contact information.
  I lost count of how many times I tried to deal with their offshore call center to enquire as to status of my refund. Finally they said the FAX I sent was not readable so they could not refund the monies. After MANY calls I got a Postal address where I could send hardcopies of my information and mailed that on January 3, 2023. I gave **** time to receive and process my WRITTEN/MAILED request for refund and they never acknowledged receiving it nor would they give me contact information for the group that supposedly would process that request…. Nor would **** call/Write me regarding that request.
  In desperation, I contacted Kroger/***** Customer service on January 23rd and after explaining my issue, I was assured and sent an email stating that they would refund the $300 to my debit card. After waiting 10+ days and not seeing the deposit into my account, I again called and was told that “We cannot issue a refund because all gift card purchases are final and cannot be refunded…. You need to contact **** to get a refund!”
  
  Please supporting the documentation and perhaps Kroger/***** will respond better to you than they have me!!

  Business Response

  Date: 06/27/2023

  Thank you for contacting Kroger and we apologize for this experience. This information was shared with ** ****, the gift card issuer, for review & response.  They completed a fraud dispute for the customer on the 3 gift card accounts and approved a refund.  This refund for the cards and fees will go back to the card used for the purchase and the customer's bank should post that credit within 8 business days.

  Thank you.