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

238 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:11/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a ****** gift card at Kroger's for $125.00. When I went to use it the cashier swiped the card and it would not take it.
He called the manager over and he took the card it the other counter and came back and showed me a fake bar code was over the original bar code. He said this is happening and to take it back to Kroger's. I had all my receipts went back to Kroger's they gave me a number to call. I had to send all the information I had and this is what I received back 0n 11/28/22.
The refund was denied by ****** stating that the funds had already been redeemed. Once the funds have been redeemed from the card we aren't able to issue a refund or replacement.
Kroger's went on to say call ****** at their customer service number on the back of the card. I tried this yesterday and was on hold for 44minutes the first time and longer the second time I tried.
Business Response
Date: 12/06/2022
Thank you for contacting Kroger Personal Finance and we are sorry you had an issue with your gift card. All prepaid card sales are final, our policy is stated online, on the gift card fixture and on the activation slip. This information was escalated to the merchant and the refund has been approved and the customer will receive a refund within 10 business days. We apologize for any inconvenience.
Initial Complaint
Date:11/27/2022
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 took advantage of a **** gift card promotion through Kroger. I've purchased **** digital gift cards before & the process is always easy. You pay your money; you get an email with a code, you enter into your account online. The process has always been easy and instantaneous until this purchase.

After I purchased my digital gift card, I got an email confirming my purchase & advising that I would receive a 2nd email with my gift card information. 15 minutes later, I got my 2nd email, but details were not included, & the email was vague from what I could piece together, it appeared I may have to register for a Kroger account to access my gift card, which was not stated in the promotion.

I called Kroger via the toll-free number in the 2 emailnd. Once connected, it was clear I was dealing with outsourced service. I made a domestic purchase, and I needed domestic service. After giving the agent everything, requested, which was all my personal information short of my Social Security Number, she was unable to help. Honestly, I don’t think she even understood. I asked for a supervisor and was put on a 10–15-minute hold. When he came online, he tried to explain the situation, and as wrong further proving the original agent was incompetent and had zero command of the English language. It’s now been an hour, since I made my purchase, at the same time, a 3rs email came through with gift card details.

I told the supervisor, that I was unhappy, an hour of my time had been wasted and I expected compensation. I advised without it, I would be filing complaints. He asked for time and placed me on multiple holds. He advised the responsible people were not available and he would follow up with me the next. 2 days later I got a email advising a 10% coupon off my next gift card purchase. When would I buy another gift card from these clowns. I advised I would accept a 10% refund on my original purchase or a $5 Kroger gift card, but I refused to spend more money with these idiots.
Business Response
Date: 12/06/2022
Thank you for contacting Kroger Personal Finance and we are sorry to hear of your online purchase and service experience. To apologize for this experience a $15 in store credit has been placed on your shopper card account. When you go into our store, scan your shopper card, scan and total your groceries it will ask you at self check out if you wish to apply this credit to your transaction. This credit does not expire, excludes fuel, pharmacy, service desk and gift card products.
Customer Answer
Date: 12/06/2022
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 am not aware of any account with Kroger and they have not provided me
with account details. I would find the resolution satisfactory if I had
access to the account or funds.

Regards,

**** *******

Business Response
Date: 12/09/2022
The customer has an online Kroger digital account with a shopper card number to earn fuel points, digital coupons for special promotions. This account number can be found on their digital account. With the feedback from the customer, we are removing the credit from their shopper's card and sending it as a Kroger egift card to their email address in this complaint which they should receive within 24 hours.
Customer Answer
Date: 12/11/2022
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:11/25/2022
Type:Delivery 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 10/28/2022 I ordered a cell phone for the total amount of $64.96. When I called customer service they stated there was no such order, though I provided order number and other information. I have spoke to different representatives with the same outcome, but i have several emails as proof as purchase.
Order # ******** Oct. 27, 2022
Business Response
Date: 12/06/2022
Thank you for contacting Kroger Personal Finance. This information has ben shared with the iWireless team and we should receive a response back within 3 business days to the concern.
Initial Complaint
Date:11/21/2022
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.
hope all is safe ok plz forgive me but i am computer illiterate i think the term is but the best i can the *** PREPAID CELL PHONE IS A ******** **** * ** THE IMEI IS *** *** *** *** *** *** AND THE ICCID IS *** *** *** *** *** **** OK THIS PRE PAID CELL PHONE I BOUGHT ON OCTOBER 24 , 2022 FROM KROGER but the cell phone service is provided by *** HAS BEEN IN A BOX NOW WAITING FOR A ADDRESS TO SEND IT TO OK WHN I BOUGHT AT KROGER THEY SAID I HAD 30 DAYS TO RETURN IT AND JUS LAST WEEK TODAY IS NOV 11, 2022 I CALLED AND THEY TOLD ME 30 DAYS AGAIN AND THEN WHEN I TOOK IT IN THEY REFUSED THE TOLD ME TO TAKE TO *** STORE THEY REFUSED THEY TOLD ME TO TAKE IT TO *** ** AND THEY WOULD SEND IT BACK THEY HAD THE ADDRESS TO SEND IT TO I TOOK IT THR AND THEY REFUSED ALSO AND THEN OVER THE PHONE WHN I CALLED AND COMPLAINED THEY TOLD ME *** CORPORATE STORE SOO I CALLED THE *** CORPORATE STORE AND THEY REFUSED I HAVE TOTALLY RAN OUT OF SOURCES TO GO TO , I HAD BEEN CHATTING ON THE PHONE ALSO CALLING ALSO AND I HAD EVEN GONE TO SEVERAL DIFF *** STORES AND CALLING A CORPORATE STORE TOO NOW I AM TAKING ALL OUT OF THE BOX TO GET THE RECEIPT TO GET THE DETAILS ,, KROGERS PH # IS ###-###-#### THE MODEL NUMBER IS ********* * ** * ***** PAYING FOR IT WITH MY ****** ***** CREDIT CARD PH # IS ###-###-#### OK TRULY SORRY I AM NOT SURE IF I SHOULD CONTACT KROGER OR *** MY GUESS IS *** SINCE THAT IS THE PREPAID CELL PHONE I DID BUY IT IN ******* IN A STORE HERE SO IT MAY BE ******* BBB NOT SURE PLZ ADVISE ME AND FORWARD THIS IF U DO PLZ AND LET ME KNOW. NOV 11, 2022 ****** ***** ** THANK ALL OF U FOR UR TIME AND PLEASE REPLY REGARDLESS AND TOO TAKE CARE.
Customer Answer
Date: 12/05/2022
I JUS CALLED AND TALKED TO A REP AT THE BBB IN CINCIATTI SORRY I THINK NOT SPELLED RIGHT SINCE THEN *** HAS CONTACTED ME BY WAY OF THE CORP OFFICE FINALLY THRU ME SENDING OUT UNLIMITED COMPLAINTS FINALLY AND I WAS ACTAULLY ABLE TO GET A PREPAID RETURN QR CODE TO SEND THE PREPAID CELL PHONE BACK IT IS JUS THAT IT TOOK SOOO LONG AND SOOO MANY HOURS AND DAYS TO FINALLY GET SOMEONE TO UNDERSTAND THANK U VERY KINDLY FOR KEEPING IN TOUCH STAY SAFE AND PLZ CLOSE CLAIM THX AGAIN IF I NEED UR HELP AGAIN I WILL BE IN TOUCH DEC 5, 2022 NOT SURE WHEN U SENT THIS EMAIL BUT A TEXT WOULD OF BEEN ANSWERED WAAAY FASTER THAT IS MY MAIN CONTACT TEXT AND VOICE 346 256 0045 THE COMPLAINT NUMBER IS 18 444 111 MAIIN REASON IS I WORK 2 ND SHIFT AND HARD FOR ME TO WAKE EARLY ,, I DO HAVE A COMPLAINT HERE TOO ABOUT THE REPLY THR SHOULD OF BEEN THE COMPANY NAME I ISSUED THE COM[LAINT AGAINST BECAUSE I HAD NO IDEA I HAD TO BROWSE TO LOCATE WHO THE BBB WAS TALKING ABOUT AND ALSO THE REF #,, TAKE CARE STAY SAFE ****** ***** ** ********************** ******** **** DEC 5 , 2022 THANKL U VERY KINDLY AGAIN
Business Response
Date: 12/09/2022
Thank you for contacting Kroger Personal Finance and we are sorry to hear the customer had an issue in returning the handset. The telecom vendor will not accept return at this time, to apologize for the inconvenience and for the balance due a $75 store credit has been added to the customer's shopper card. On the next shopping trip, scan the shopper card or ALT ID #, scan and total groceries, at self check out the register will prompt if you want to use this credit on your grocery purchase. Credit does not expire, excludes fuel, pharmacy, service desk and gift card products.
Initial Complaint
Date:11/20/2022
Type:Service or Repair 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.
Krogerwireless has been an ongoing problem. Last year they sold me a defective phone. Which they avoided almost all contact with me until my warranty ran out. Leavin me stuck with a 200 dollar paper weight. Now today they have over charged me for my monthly prepaid plan. The charge should have been 38.52 but they charged me 45.53. I would very much like them to refund the over charge back to my payment card they have on file for my account. Im getting really sick of all the thieving going on with this company and so many other's. Especially since the pandemic hit. I've had almost 6 grand stolen from multiple company's and business's. I've had enough.
Business Response
Date: 11/23/2022
Thank you for contacting Kroger Personal Finance, we are sorry to hear that there was an issue with your Kroger Wireless payment. We have shared your information with Kroger Wireless, they indicated that they were able to contact you and have resolved the monthly prepaid plan payment issue.
Customer Answer
Date: 11/24/2022
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.
Nothing has been settled. I have yet to receive my refund for the overcharge in the amount of 7.01 and I was not able to receive my gas points that I am still owed for Sunday's payment. It would be almost 160 points. Once all my stuff has been received. Then it will be settled. Today is thursday. I've been waiting since sunday. Thanks
Regards,

******* ********
Business Response
Date: 12/06/2022
On 11/23 iwireless responded they spoke to the customer and advise of the refund status on their account.
Customer Answer
Date: 12/12/2022
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:11/17/2022
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 money order at the Krogers in Fkower Mound, Texas and they refused to cash money order and or reissue me another money order.
Business Response
Date: 11/18/2022
Thank you for contacting Kroger Personal Finance, we are
sorry to hear there was an issue with a Western Union Money Order. As an Agent of Western Union, we provide
customers the ability to purchase Western Union Money Orders at our locations. We are unable to exchange or reissue a money
order after it is provided to the purchaser. Once purchased, customers can use their Western Union Money
Order anywhere that accepts this type of payment method. In situations where customers no longer need their
money orders, we encourage customers to contact Western Union to submit a
refund request. Information on this
process is located on the bottom stub of all Western Union Money Orders, online
at www.westernunion.com or will be
provided when calling Western Union Customer Service at ###-###-####. In some instances, our stores may also be able to cash a
Western Union Money Order. As each
instance is difference, we suggest contacting your nearest Kroger Family of
Companies location to better understand the steps in this process. Our stores may only try to cash a money order
after waiting 48 hours after its issuance, and when the money order is made payable
to the person presenting it.
Customer Answer
Date: 11/20/2022
Better Business Bureau:

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

Regards,

******** ****
Initial Complaint
Date:11/12/2022
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.
****** Gift Card purchased on 9/10/22 at Fred Meyer *********.

The person we purchased the gift card for tried to redeem it on 9/19/22 and the gift card was already redeemed. They attempted to work with ****** and ****** told them they needed to talk to Fred Meyer because the gift card was purchased at Fred Meyer.

I went to Fred Meyer on 9/27/22 and spoke to the Operations Manager, Haley. Haley told me if it was $50 or less she would just refund it, but since it was $100 I would need to speak to the Store Director.

On 10/5/22, I spoke to Harry C***, the assistant Store Director. I requested he open a loss and prevention investigation. He said he would not. He told me that all gift card sales were final and it was on ******.

On 10/20/22, I spoke to Christine H*****, the store director at Fred Meyer ********. I do have the phone records to show the dates of the conversations. I explained the situation to her and advised it was a known issue with Fred Meyer and that the accountability was on Fred Meyer. I asked for a written policy on gift cards and she said one didn’t exist. She said she would work with Corporate on an investigation and get back to me.

On 11/11/22, I followed up and spoke with Harry C*** after not hearing from her since 10/20/22, saying she would follow up with me tomorrow, 11/12/22. She has been non-responsive since 10/20/22.
Business Response
Date: 11/15/2022
Thank you for contacting Kroger Personal Finance and we are sorry to hear that there is an issue with your gift card. In order to investigate and respond, please send in a copy of the receipt and picture of the back of the gift card.

Thank you
Customer Answer
Date: 11/21/2022
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,

******* *****
I do not accept response of business until this matter has been taken care of.
Business Response
Date: 11/28/2022
Thank you for contacting Kroger Personal Finance. I am in receipt of your purchase and gift card information sent through the BBB. Your gift card concern will be forwarded for further review. Once reviewed, I will share an update.

Regards,
Kroger Personal Finance
Customer Answer
Date: 11/30/2022
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.

Nothing has been resolved.

Regards,

******* *****

Business Response
Date: 12/06/2022
Information was sent to merchant for further review, refund approved and customer will receive that within 10 business days.
Initial Complaint
Date:11/07/2022
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.
10/08/22, I paid $150 cash for an ****** Gift Card bought at Fred Meyers located **** ********** *** ** ********** ****** ** *****. 10/10/22, I attempted to redeem the card, code could not be activated.
10/10/22 I called ****** customer service ###-###-####, explained problem, I provided the claim code number, they sent me to ****** Gift Card Escalation dept, who requested I send them a copy of the card, and the conf receipt verifying I bought card. I sent the info. On 10/13/22, I received this message from ****** “I've researched your Store Bought ****** Gift Card and found that it may have been used by someone other than the intended recipient. I'm not able to resend the gift card or refund. Best regards, Vineet. On 10/14/22 I called the Gift Card customer service number for Kroger ###-###-####, I spoke to Kayla, who took my info. She requested I send her a copy of the card and proof of purchase; she gave me a reference #********. I sent the info to ***********************. I have yet to hear anything back from her. On 10/26/22, I went back to Fred Meyer to try to resolve the ****** card issue. I requested a manager. I spoke to Barb B******, she confirmed I purchased the gift card for $150. I showed her the email from ****** stating that I needed to go to the store where I purchased the card. On 10/26/22 I called ###-###-#### I spoke to Rhonda (employee ID # ****) who works for the Kroger gift card dept, she gave me a reference #********. She stated that there was nothing she could do as they sent the money to ****** on 10/08/22. I spoke to a Jessica (Employee ID # *******), she insisted I needed a case number from ****** before she could move forward. I called ****** ###-###-####, to get a case number. I spoke to ****** supervisor Rolland, who verified card had been used, but not by me. Never did receive a reference or case #. I am requesting assistance to resolve this issue. I would like another gift card or cash refund.
Business Response
Date: 11/15/2022
Thank you for contacting Kroger Personal Finance and we are sorry to hear there is an issue with your gift card. This information has been shared with teams to investigate and we should have more information within 2 - 3 business day in order to follow back on this concern.

Customer Answer
Date: 11/17/2022
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,

******* ******* ****
Hello *****, just wanted to inform you that I did receive a $150 check from Kroger as promised. I appreciate your assistance helping to achieve resolution in this matter. Happy holidays. Sorry if you received this message more than once. I wasn’t sure which address was yours and I forgot to add ID number to other email. Thanks again, ******* ****
Initial Complaint
Date:10/25/2022
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 09/02/2022 I went to Kroger *******, ********* (*******) to load 330.00 on my ***** ******* Debit card via ***** *** Reload but the transaction didn't post. I called ***** *** after having to file a complaint to be able to speak with a representative and was initially told to expect a check in the mail after I uploaded my receipt but after weeks of waiting and no check I called back and was told that the transaction was cancelled by the store and to talk to Kroger. I went to Kroger on 10/25/2022 and spoke with a member of management and store representative and was told that the transaction went through and to call ***** *** but wasn't provided with proof that the transaction went through.My receipt don't have a confirmation number on it stating that the payment posted.
Business Response
Date: 11/03/2022
Thank you for contacting Kroger Personal Finance and we are sorry to hear that the customer had an issue with their transaction in the store to load funds to their card. This information was shared with the store to investigate, they determined that the transaction did not go through and have contacted the customer or are in the process of contacting the customer to schedule time to return for a refund on the transaction and to receive a gift card for the inconvenience.

Customer Answer
Date: 11/03/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* *******
Initial Complaint
Date:10/25/2022
Type:Delivery 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 company spends a fortune marketing their giftcards to me, yet half the time their useless website can't even process the order, and their customer service is atrocious. Ordered a giftcard from them on their website with a promo code they emailed me. 2 seconds after I placed the order I get an email from them the order was cancelled for no valid reason. This is a regular occurrence with these idiots. Claiming that they couldn't verify some information. The information was all correct and valid, and has been used before. The cancel email tells you to call them to verify information. You call and either get some outsourced imbecile who tells you to try again, yet now the promo code is no longer valid, or, it asks you to leave a callback number, you get a callback and there's nobody on the other end. This happens over and over. Seriously, a company would have to STRIVE to be this pathetic and incompetent
Business Response
Date: 10/27/2022
Thank you for contacting Kroger Personal Finance and we have received this concern. The customer reached out to our CEO on 10/25 about this transaction and our team responded to the customer by email on 10/26.
Hello *****,

My name is Fran with the Kroger Executive Office. I received the email you sent to Mr. Rodney M*******, CEO of Kroger.

I am sorry to learn about your experience using the Gift Card Mall on our website. We partner with *********, who manages the gift card mall site and serves as the processor of orders made on the site. Kroger does not have any insight into the reasons why ********* may decline an order, and criteria used to approve an order is not shared. ********* sends an email to provide the order status to the customer, and any questions should be directed back to them.

Thank you for contacting the Kroger Executive Office.
Kind Regards,
Fran

We shared this information with ********* and their call case shows they spoke to the customer about this order and we have responded to his email. In managing online
orders there are certain transactional monitoring tools ********* has in
place and Kroger does not have any insight into the reasons that impact order fulfillment.
Thank you and we apologize for any inconvenience.

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