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.

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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:10/23/2024
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 have a Kroger Credit Card issued through US Bank. When I use the card at Kroger, I get double fuel points, extra savings in coupons, a free Boost Membership, and recently free streaming was added. On my July Statement I noticed I was double charged $38.99, so I called US Bank to dispute the charge. The free Boost membership was up for automatic renewal in August but it did not renew. I tried to renew it on the website, but I kept getting an error that they were "experiencing technical difficulties" and to try again. I did, multiple times a day for weeks. I called Kroger customer service, the first time I was told there was nothing I could do and to call US bank. I did, and US Bank said the card linked to my Kroger account and they had nothing to do with that. I called Kroger again, and again, and again. I was told that when I added my Husband to my account so he could order medication online, their system had added his 18 year old plus card number and it was removed and that should fix it. It didn't. Per Kroger's advice, I have tried another credit card, deleted my online account, started a new online account, and ordered a new Kroger Credit card. None of these actions enabled me to get the Boost membership. In one email I was told that there was a fraud alert on my account, then it clicked. When I reported the double charge from Kroger to my card, it locked me out. I have spent hours and hours of my time trying to get this matter resolved. It has also cost me money, $43.75 in fuel saving each month for 3 months, plus lost saving in coupons, etc. I would like this problem fixed and a gift card for the lost fuel savings, $131.25, as a minimum reimbursement.
Business Response
Date: 11/04/2024
Thank you for contacting us and we shared this information with the appropriate department for review & response. Please allow up to 3 business days for a response.
Thank you and we apologize for the inconvenience.
Initial Complaint
Date:10/20/2024
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.
In August I was issued $150 of Ralph’s (Kroger e-gift card). I used $82. After returning to ** I sent Kroger MULTIPLE emails about using the remainder as their stores were not accepting the e-gift #’s or it would just show null void. I looked up the info and it showed I had that remaining amount. When I eventually found a Kroger in ** the cashier kept voiding the transaction as he did not know how to use two e-gift cards for one transaction. The cashier told me to go to customer service. Customer service female said ‘Nothing I can do it shows void’ contact the issuer…..I said you are the issuer?! Your Kroger!!!? She shrugged and I left. So now it shows nothing when I look it up. Kroger cannot just treat people like this; ignore customer service emails (see attached) and make mistakes and just void out and keep people’s money. I want my remaining amount of the gift card sent to me. I do NOT want another gift card I never want to shop at Kroger again.
Business Response
Date: 12/20/2024
It appears that this gift card attached was redeemed successfully at store *** Ralphs, in **, which
appears to be where the customer shopped at reviewing their shopping history.
If the customer attempted to use cards already redeemed the store would have not been able to accept
them for payment. The customer reached out to an email address that was shut down as of December
2023 and there should be an auto reply that goes back to respond this email address can no longer be
found.

Thank you.
Customer Answer
Date: 12/23/2024
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.

LIES! I did NOT use these at Ralph’s. I had $150 in gift card links and used $100 I had to leave ********** a week early and double checked the value and even went online and there was $50 left. After visiting Kroger the amount disappeared. I want PROOF show the transactions of the $150 spent. They will not have any because it did not happen.

Regards,

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

Business Response
Date: 12/31/2024
Thank you for contacting us. We provided the following response after our review on this concern:
It appears that this gift card attached was redeemed successfully at store *** Ralphs, in **, which appears to be where the customer shopped at reviewing their shopping history. If the customer attempted to use cards already redeemed the store would have not been able to accept them for payment. The customer reached out to an email address that was shut down as of December 2023 and there should be an auto reply that goes back to respond this email address can no longer be found.
Initial Complaint
Date:10/17/2024
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 $500 ****** gift card in store on sept 20th and when I tried to use it the code was scraped off the card. I can't get ahold of anyone to do anything about it and I sent an email and no one ever responded.
Business Response
Date: 11/15/2024
Thank you for contacting us and we have reviewed this concern. The information has been sent to the card issuer, ****** for review, the refund is approved, and the customer should receive this credit within 10 business days.

Customer Answer
Date: 11/18/2024
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.

We did not receive a refund

Regards,

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

Business Response
Date: 11/27/2024
The update shared on 11/15/24 is the refund was approved, the bank should post the credit within 10 business days, and please let us know if you do not see this by 11/29 or 12/2. Thank you.
Initial Complaint
Date:10/15/2024
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 10-12-2024 I purchased a 25.00 ***** gift card. It was suppose to be immediate email delivery. I never received the card. I ended up having to do something completely different because I spent 2 1/2 hours trying to get it resolved, still nothing 10-15-2024. I called today whoever that employee was couldn't help me. When will this be resolved?
Business Response
Date: 11/15/2024
Thank you for contacting us and we are sorry the customer had this experience. This information was shared with *********, our online processor for gift card orders, and they responded the customer contacted them on 10/15/24 and the card was emailed on the purchase date. ********* resent the email with the card yesterday and please check in box, junk/spam folders for that email communication.

Thank you and we apologize for any inconvenience.
Customer Answer
Date: 11/19/2024
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 NOT received a email from from either one of them. I have lost money because of this purchase and ABSOLUTELY NOTHING has been to correct this.

Regards,

*** *****

Business Response
Date: 11/27/2024
We reached out to ********* to notify them that we received this message from the customer they have not received the replacement card by email. We asked them to devalue this card and process a refund back to the customer. We will confirm once we get a response back that this action has been completed.
Thank you.
Customer Answer
Date: 11/30/2024
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:10/08/2024
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.
In August 2023 my husband purchased $1000.00 in gift cards for ME for my 50th birthday, at Ralphs on **** **** ****** *** in *** ******. WE HAVE BEEN TRYING TO RESOLVE THIS ISSUE FOR 6 MONTHS WITH ZERO CUSTOMER SUPPORT. This is our last attempt before going to the local news, but it's worth trying because i believe in the BBB, as a business owner myself. when. I recieved the cards, I immediately tried to use them at ******** and was told they were declined, we soon found out both cards had been fraudently seized, funds were used, and we were left with zero balance on both cards. I had my printed reciepts, cards, and print outs of the fake names they were registed too and we went right into the Ralphs where we purchased the cards. We were first told to contact the info on the back, which we did and were given the complete run around, we went back into the store and were told to our face there was nothing they could do. SO RALPHS CAN TAKE OUR $1000 BUT NOT GAURANTEE THE PURCHASE AND WE ARE OUT OF LUCK WHEN SOMEONE STOLE THE CARDS, TOOK THE MONEY, PUT IT BACK ONT THEIR SHELVES AND WE the customer and the ones who pay the price?? We just want our $1000.00 back. WE are hard working business owners and this was a huge gift. WE have all of our receipts and proof of payment. I will wait a week to see if anyone gets back to me. From here I will go to the local news. We feel defeated and overlooked. And we have been. We also tried to have the transaction reversed but our CC company said the cards were used, so they couldn't. I know Ralphs has insurance to cover this scenario. We will never shop there again :(. Right after the cards were given to me aws a gift we also had a home flood, and were in a hotel for 4 months, which is why there was such a long delay in starting to resolve the issue with Ralphs. But, that should absolutely not matter! We started the conversation January, with zero success.
Business Response
Date: 10/25/2024
Thank you for contacting us, please give us 3 - 5 business days to investigate and respond to this concern.

Thank you.
Customer Answer
Date: 10/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will anticipate being contacted within the 3-5 business days reference to get this resolved.

Regards,

****** ******
Customer Answer
Date: 10/30/2024
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 rejecting this response pending the outcome of the investigation.

Regards,

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

Business Response
Date: 11/15/2024
** **** responded after researching this case. We were notified the customer contacted the bank in January 2024, the customer was asked to send in documents to initiate a fraud dispute in order to assist with a resolution. This information was not received. We shared the documents provided in this case to the bank and they are completing the fraud dispute on these accounts for the customer. ** **** stated they will send the customer replacement **** cards and anticipate the customer receiving these in the mail within 10 business days.

Customer Answer
Date: 11/19/2024
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,

****** ******
Customer Answer
Date: 12/18/2024
Unfortunately, I received 2 notices from “Prepaid dispute resolution” dated 11/20/24, and only received ONE of the cards. I waited 2 weeks to give the 2nd card a chance to get here, and it never did. I contacted the number on the back of the card, like the notice said to do if any issues arise, and the person was not able to help me. At all. Could hardly understand him to be honest, he said the only way to receive the $500 card due to me was to FAX him my license. I am not comfortable doing that, my elderly mom just got scammed out of $20K and I am not extra cautious. He said “sorry, can’t help you then”. And that is where we left off.
Customer Answer
Date: 12/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will wait for a response from company. I do not consider this case resolved until this happens. thank you.

Regards,

****** ******
Initial Complaint
Date:10/06/2024
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 3 gift cards from Kroger stores in my area over a 3-month period and on all of them, money was stolen from the cards. I called Kroger to file a complaint as well as with ***************. The issue was settled with *************** and I let Kroger know about this in 2 separate phone calls to check up on my case. Last month, they sent an email saying they apologize for the incident and was going to mail me a check for $100.00. Not only have I not received the check, but they reached out and told me they were going to void it! I tried calling multiple times to get them to honor their word but this past Thursday, I tried to call and file a new case and they kept putting me on hold and hanging up in my face. It was the rudest customer service I have ever experienced and it literally made my blood pressure shoot though the roof. Not only do I want the check that was promised after I told them about the resolution, I also want an apology for the way I was treated for 2 hours Thursday. All they had to do was mail me my check and I wouldn't have to file this complaint! They can listen to my calls from August/September regarding the conversations. They knew the issue was resolved but they promised me a check and I want it!
Business Response
Date: 10/21/2024
Thank you for contacting us and we are sorry the customer had an issue with their gift card(s). We are investigating this concern, please give us 3 - 5 business days to review and respond.
Thank you and we apologize for any inconvenience.
Business Response
Date: 12/23/2024
We have responded to this concern, multiple agents have talked to the customer about ********** resolving the issue and a refund check would no longer be issued.
Thank you.
Customer Answer
Date: 12/30/2024
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.

(PLEASE TYPE YOUR REASONS HERE) I WANT A PHONE CALL FROM KROGER!!! I've already said I couldn't talk to the agent because I was in the middle of a store and couldn't hold an appropriate conversation. The sooner they call me back, the quicker we can close this case! All they have to do is give me a damn phone call, nothing else, it's not that hard! They have my number so tell them once we have this final phone call and I tell think what I think, this can all be over!

Regards,

******* ******
Initial Complaint
Date:10/06/2024
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 or around Aug, 24th, 2024, I purchased (2) $25.00 gift cards (******) to send to my niece back east as she sets up her new apartment. I am a single senior, so this is a large amount for me. I was informed by niece's parents that the cards could not be used b/c "Funds were not available on cards." I could not find the activation receipt, nor the original purchase receipt. I went to the Ralph's (store #** * ******** **) and spoke with manager. He said Kroger was having sever issues with this type of thing, & to call **************. I did. They instructed me to go through ******. I did, ****** was able to see that the card numbers in question had "zero dollars loaded, and were purchased at a 3rd party vendor." So I began contacting Kroger Foods. They asked for card #'s and images of frnt & back of cards, which I gave in Sept. I have had multiple emails from differing people asking for the same info. I gave it each time. After being promised that this was "being escalated," there was silence for two weeks. Today I received an email saying "card sales are final." No other resolution. I am out $50.00, and my niece cannot buy the things she needs. Please help me to resolve this. I appreciate that you are here to help. Thank you.
**** M ******
Business Response
Date: 10/25/2024
Thank you for contacting us and we are investigating this concern. Please give us 2 - 3 business days to respond once we hear back from the card issuer.
Thank you.
Business Response
Date: 11/27/2024
We pulled the online receipt for this transaction $102.18 from 8/15/24 and the items in this order were all grocery items, no gift cards were purchased.
Customer Answer
Date: 12/01/2024
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 understand that there is now nothing I can do to get resolution. However, by "accepting business's response," it closes the case without any type of acknowledgement of wrong-doing. I purchased 2 cards for $50.00. The cashier handed the cards to me so that they wouldn't "get lost with all my groceries." I feel duped. I want Kroger to know that I will no longer shop there for any reason! Not only did they lose any type of gift card purchase in my future, but they have also lost a grocery customer. I will drive to another city to shop rather than give them my business. I hope that the ******** ** store goes belly-up by the end of 2024!
I appreciate all the help that the BBB has offered. Thank you.

Regards,

**** ******
Initial Complaint
Date:09/30/2024
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 wrote a check on 9/14/24 at the Kroger in ***** ****** ** for 125.97 when the check was processed electronically by the accounting department (not the cashier) it was submitted at 625.97 and that amount was taken from our checking acct. on 9/18/24. I immediately called the bank and were told that it was on the Kroger end and to contact them. I called them on 9/18 and Kroger researched it and said it would be refunded electronically in 7-10 days. I was given a case number ********. On 9/23 I called Kroger back because I hadn’t received the email they said they sent. Was told it was finalized and the money had been sent to the bank. Now on 9/30 it’s not in the bank so I called Kroger back and are now being told it hasn’t been processed and that it will be 14-21 days. I have been told so many different things and getting the run around. My wife is on a transplant list and needs medicine to keep her alive until then and with $500.00 tied up in the mess we cannot get her meds. We have explained this to them but it’s just like they don’t care.
Business Response
Date: 10/08/2024
Thank you for contacting us and we have reviewed this concern about a grocery order refund. In checking this case status, the original delivery of the refund check by Federal Express was sent to an incorrect address, the address was revised, and is estimated to be delivered today, October 8, by 9 pm local time.
Thank you and we apologize for any inconvenience.
Initial Complaint
Date:09/24/2024
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.
6/28/2024 wrote check #13700 for $45.70 which was deposited on 6/28/24 and cashed on 7/1/24
7/10/2024 wrote check #***** for $163.31 which was declined. Called a company named ******* in ****** ** that said my check had bounced and I needed to pay $45.70 plus a fee of $30. I checked my account and the check had been cashed and paid. I went to my bank and called this company but they refused to talk to the banker. I went to the Kroger store and showed the store manager the copy of the cashed check. After more letters from ******* I finally got a telephone number to call Kroger check department. I emailed them a copy of my cashed check, a copy of my statement with dates 16 days after my check was cashed and a copy of one of the letters from *******. This was on Aug 7. On Aug 29th I called Krogers and they said it would be settled and cleared in 3-4 days. I called on Sept 18 and they said they would call back in 15min which they never did. I called today and they said I had to deal with this ******* company. I don't know this ******* company. The Kroger company said it would be cleared and now this ******* is threating me that I wouldn't be able to cash checks at companies they work for and also $75.70. I am a senior citizen have done nothing wrong and I feel they are harassing me and trying to steal $75.70 from me after they already got their $45.70. While this may seem inconsequential this harassment has been going on for 3 months and could possibly effect my credit rating and I feel legal means may be necessary. Thank you for you attention. I have included the Kroger reference # While not necessarily important but Kroger did not up date information of the referenced case # any time I called causing more frustration and confusion.
Initial Complaint
Date:09/23/2024
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 relates to claim ******** filed with Kroger in June 2024. I purchased a $70 ****** card that was tampered with before I purchased it. The card has no value and I am entirely out $70. I notified the store within hours of the purchase and both the manager and cashier said I should get a refund. This happened in June. Kroger has not contacted me in months. I immediately sent Kroger everything they requested and nothing has happened. Kroger sold me a worthless item and is refusing and failing to make it right. Kroger got $70 that I paid in cash. These facts are not in dispute. Where is my refund?
Business Response
Date: 10/08/2024
Thank you for contacting us and we are sorry the customer had an issue with their ****** gift card. This case was escalated to the card partner, the refund was approved, and a refund check should be received by the customer by within 2 - 4 business days.
Thank you and we apologize for any inconvenience.

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