Business Profile

Financing

Kroger Personal Finance, LLC

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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

236 total complaints in the last 3 years.
52 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:08/10/2024
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.
Purchased this apple gift card and ca not get a refund from Kroger.
Business Response
Date: 08/11/2024
Thank you for contacting the Kroger Executive Office. I am in receipt of the customer’s concern that they sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB. We hope that we can assist the customer in any possible way.

After carefully checking any recorded cases for the customer, there are no cases related to any escalation of their concern. For further assistance, the customer may need to reach out for our Kroger Customer Relations Center via phone at ************** (option 1).

We truly apologize to the customer for any inconvenience this may have caused. Their comments have provided us the opportunity to evaluate, address and correct this matter.

Regards,

Kroger Co.
Initial Complaint
Date:08/09/2024
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.
I purchased a $100 gift card for ***** from Fred Meyer in ********** ** on June 4th. The card appear to be fine and was activated. When my loved one used the card at Lowes, it had a zero balance. She worked with ***** customer service and discovered the card had been used somewhere on the East Coast. ***** told her to file a police report. I started working with Fred Meyer to resolve this issue. I jumped through several hoops, spent several hours on the phone, and was told to provide photos of the front and back of the card and my receipt. I used my loyalty card for this purchase so there was no question about the details of the transaction. After weeks of failed communication, I was told the card had been used and could not be reimbursed. I have had no response from Fred Meyer regarding my dissatisfaction with this answer. Sadly, I used my debit card so I probably do not have protection like I would with a credit card purchase.
Business Response
Date: 08/14/2024
Thank you for contacting us and we are sorry the customer had an issue with their gift card. This case was escalated the refund was approved. This was processed on 8/12 and the customer will receive it within 7 business days.

Thank you and we apologize for any inconvenience.
Customer Answer
Date: 08/18/2024
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. It is unfortunate it wasn't resolved until I placed several calls with Kroger customer service and finally escalated this to the BBB. Thanks to BBB for your work on this!

Regards,

**** ****
Initial Complaint
Date:08/01/2024
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.
Bought egift card online 7/31/2024, approved and money taken out of bank, next day no egift card, money still out of my bank $500.00.
NO explanation
Business Response
Date: 08/07/2024
Thank you for contacting us and we are sorry there is an issue with your online gift card order. This service is provided by ********* Network and you should contact their number on the email you received for any specific questions on this order. We have limited access to their system but we are able to tell the order was not fulfilled, the pending pre-auth placed on your card would be released per your bank's policy on releasing funds from a pre-authorization hold.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 08/13/2024
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.

Regards,

******* ******
Customer Answer
Date: 08/26/2024
Kroger has yet to explain why I could not buy a egift after my bank excepted the payment and they took the money. At the time of purchase, spoke to the ecard reps and Kroger reps about the purchase and no one at either organization could explain why the egift card was not sent out. I finally got the monies back to the bank after about 4-days and no explanation or gift card.
How is someone supposed to buy a egift card offered on your website after my bank gave them the money for it? Why has this question not been answered?
Initial Complaint
Date:07/30/2024
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 Friday, July 26th, 2024, I purchased $5,000 of gift cards from ********************

Please note that I purchased this on ********************, so the order will only populate in my ******************** login. It will NOT show up in my purchase history at **********. This simple fact seems to be tripping up Kroger support representatives.

Every Friday, in the summer, Kroger advertises that online gift cards purchased on ******************** will earn 4x fuel points. There is no coupon necessary and no coupon clipping required.

I was only awarded 10,000 fuel points (the 2x rate) instead of the 20,000 fuel points (the 4x rate). I would not have made this purchase without the advertised 4x fuel points I would have received.

I have contacted numerous Kroger support lines, who all point the finger at each other and advise me to call different departments. One department only handles missing fuel points for in-store purchases. Their online gift card support team apparently only handles delivery issues, and points me to the in-store missing fuel points team for my complaint, who again just routes me back to online gift card support. It's a never ending cycle. I have had numerous 45+ minute phone calls only to be told I would not be getting my fuel points unless I called a different department.

For the record, I've contacted Kroger support for missing fuel points, Kroger Gift Card Mall order support, and ********* ******* (the issuer of the gift cards), all whom try to divert and direct me to a different department.

My final call with Kroger support, they informed me that I needed to have a coupon clipped in order to get 4x. This is simply not true, as per the terms of their ONLINE gift card website, no coupon is necessary to get 4x on Fridays.

Online order number: 12526150
Email used: ********************** Alt ID: **********
Business Response
Date: 08/21/2024
Thank you for contacting us and we are reviewing this concern with the appropriate team for a response. We will provide another update within 3 business days.
Thank you and we apologize for any inconvenience.

Customer Answer
Date: 08/25/2024
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.
please disregard and delete this complaint
Initial Complaint
Date:07/25/2024
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 purchased a ********* gift card for $100.00 at Krogers, ***** ******** *** ********* ** ***** on July 8th, 2024. When I went to redeem the gift card on July 14th it didn’t work, ********* indicated the card was already redeemed on July 12th at 10:33 pm online, this gift card was redeemed by a fraudster. You could tell the card activation number was manipulated. After several calls Both Kroger and ********* will not accept responsibility. Kroger is responsible as the administrator for selling these cards. The store manager openly said fraud was a recurring problem with the sales of these cards. Kroger needs to make it right and refund the $100.00.
Business Response
Date: 08/07/2024
We have received this concern and are sorry you had an issue with your gift card. This refund has been approved and you will receive it within 10 - 12 business days.
Initial Complaint
Date:07/23/2024
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.
Date of transaction May 21, 2024
Kroger *** ******** ***** ******* ****** **

CASE # ********

I purchased a $100 **** gift card plus activation fee $6.95. I gifted it to niece. It was declined in *********** ** when she attempted to use it at ******** ***** in June.

Niece contacted me and gave me the card back.

June 19, 2024- I returned to Kroger where I purchased it. Very helpful Customer Service called Kroger offices and I received email while still in store requesting photos of card, which I sent that same day to "May Rose." Email said it could take up to 10 business days to process. Was given Case #.

July 11, 2024-I finally received an email response from Kroger from "Rechelle." It stated, "We have received an update that your case ******** has been approved and you will receive a refund back to your original payment method in the amount of $100.

"You can expect to see your refund credited to your account within 2 to 7 business days."

I replied to Rechelle that I had paid $106.95, which includes an activation fee and that is what I should be refunded. I included my phone number to discuss with anyone.

July 23, 2024- I've waited more than 7 business days and my bank account does not show a refund from Kroger. Today, I made phone calls to ###-###-#### and was told to contact my bank to file a claim.

It is worth noting that my July 11 email did not state contacting a bank. It stated that my original method of payment would be refunded.

I purchased $106.95 worth of goods and received absolutely nothing for it. That is not right.

I am only asking for what I deserve and nothing more. I have done my part to prove a valid complaint.

Thank you for any help that you can provide with this matter.
Business Response
Date: 08/14/2024
Thank you for contacting us and we are sorry the customer had an issue with their gift card. This case was escalated to the merchant for review, the refund was approved and the customer should have this refund or within the next 3 business days.
Thank you and we apologize for the any inconvenience.
Customer Answer
Date: 08/16/2024
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:07/23/2024
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.
On July 8th, 2024, I bought a $100 ****** gift card at my local Kroger store. I was going to go to ****** right away and use it, so I opened it and scratched the pin number in my car. I noticed the pin number was unreadable. I immediately went back into the store to exchange for one that I would be able to use. The employee at the service desk said they wouldn't be able to do that. He said I would have to call a phone number he gave me. It didn't seem right and I told him that. He said he "had faith it would work". I went home and tried the number he gave me. It was to a department that sells bulk Kroger gift cards. The person that answered that number transferred me to Kroger customer service. I tried several times over three days and no one ever answered. I tried the automated phone number on the back of the ****** card, but they would not help without the pin. I went to ****** and asked if they could help. They took my name and number and never called me back. I am out of ideas and it's not right that Kroger has my $100 and I have nothing in return.
Business Response
Date: 08/07/2024
Thank you for contacting us and we are sorry you had an issue with your gift card. This information has been escalated for review, the refund is approved and you should receive it within 1- 12 business days.

Thank you and we apologize for any inconvenience.
Customer Answer
Date: 09/03/2024
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.

My physical address is *** ******** **** ******* ***** **** *****.
Regards,

****** *******
Business Response
Date: 09/12/2024
We received the physical mailing address for the customer. This information was sent to ****** for review, the refund has been approved and a refund check will arrive to the address provided within 10 business days.
Thank you.
Initial Complaint
Date:07/11/2024
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 May 24th 2024, I purchased multiple **** Gift Cards in two Kroger stores. After returning home, I found out 21 cards ($200 each) were fraudulent with the last 4 digit redemption code being scratched off. I opened a case #******** on May 27th, 2024 to Kroger customer service with details of purchase receipt, gift card copies and credit cards being used. After one month investigation, on June 24th, Kroger refunded me $2000 to one credit card account I have used for the purchase. However, the total refund I am expecting is 21x$200 as $4200. I have called Kroger customer service multiple time in the past two weeks seeking details on what happened. Each time its escalation service rep and manager acknowledged that the full refund was approved and they should call or email me back after processing the additional refund. But I never received any response after hanging out the phone calls, 3 different times. I don't know exactly which transaction or the 10 of 21 gift cards have been refunded for that $2000 amount. I am frustrated on how Kroger processed this case in such an unresponsible manner. I am now filing this complaint to seek your help on this matter.
Business Response
Date: 11/15/2024
Thank you for contacting us and we apologize for any inconvenience.
This information has been shared with our accounting team and we will respond within 3 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 find that this resolution is satisfactory to me.

Regards,

*** ****
Initial Complaint
Date:07/10/2024
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 purchased 5 **** ***** gift cards totaling $500. $100x3 and $200x1. One of the $100 cards and the $200 card had the funds stolen after activation. I am currently working with Kroger on this and hoping for a satisfactory settlement.
The reason for this complaint is that Kroger knows that there is an issue with these cards yet continues to sell them. The ****** gift cards are out with all the other gift cards. The **** ***** portion of the display says "see customer service for **** ***** gift cards".
When I asked why these gift cards were behind the counter, the young man, Spencer, who helped me buy them said they have had issues with "tampering". YET THEY CONINUE TO SELL THE CARDS! Hackers have obviously pirated the numbers on a bunch of **** ***** gift cards and are simply waiting for them to get activated then sucking the money off the cards. Kroger knows this is happening. YET THEY CONTINUE TO SELL THE CARDS!
I assumed that buying them from customer service meant that my cards would be ok. But, they were not. Please get the word out.
Customer Answer
Date: 07/16/2024
The photos have been submitted already via Kroger Case #********. I tried to submit again here but it said the files were too large and I don't know how to change that.
Business Response
Date: 07/16/2024
Thank you for contacting us and we are sorry there was an issue with your gift cards. We are investigating this case, please allow 3 - 5 business days to review this with the merchant/**** ***** and respond.

Thank you and we apologize for any inconvenience.
Initial Complaint
Date:07/01/2024
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 submitted 3 requests to Fred Meyer for gift cards not working with zero resolution. Actually quite the opposite. Very rude employees and everyone I talk to says they cannot help me. If there is no on within the organization that can help then why do they sell gift cards? I have a $25 FRED MEYER gift card I tried to use and it gives some sort of an error. I called the phone # for help with gift cards and the technician was very rude. She actually hung up on me. When I called back, I got the same technician and she hung up again. (I did not get her name unfortunately, and I was told by the chat tech that she did not open a case). I then tried to use the chat, and the technician told me they were unable to help with gift cards and I had to call the number back.
The next day I called the phone # again for gift cards, finally reaching a new tech who took my card # and pin and looked things up with my Fred Meyer/Kroger number and said I would be receiving an email from Fred Meyer which I never did.
Today, I had one of my employees tell me that a $25 gift card that I have her as a gift will not work.
I sent am email to Fred Meyer customer service only to hear a response of please call the gift card help #. I have tried this multiple times with no resolution.
I now have TWO - $25 Fred Meyer Gift cards that do not work and are unusable.
I have tried multiple times to get this issue resolved with zero help from Fred Meyer.
I purchase so many gift cards from Fred Meyer that I cannot tell you exactly when these cards were purchased, but I do believe that Fred Meyer should be able to track this.
I am happy to provide any information needed to resolve this issue.
Customer Answer
Date: 07/08/2024
Hello,
Attached are pictures of the front and back of the gift cards that are not useable.
I am not certain if I purchased these gift cards or if they were given to me as a gift. If they had been given as a gift then I would not have the receipt. If they were purchased by me, then all purchase history and transactions would be found under my Fred Meyer rewards/customer #**********.
Fred Meyer should be able to track the purchase history of these cards. If they are selling gift cards that cannot be tracked then this is Fraud, as they are keeping the consumers money without giving them a product. A company of this size, or any size for that matter, should not be stealing money from their customers.

Thank you,
***** *******
Business Response
Date: 07/16/2024
Thank you for contacting us and we are sorry that you had trouble getting a response to this concern. In reviewing these two gift card accounts from the attachment, these accounts were not activated and charged. We were able to see the purchase attempts on these two cards.
Card ending: *** ***
Card ending: *** ***
With the information provided in this case, these 2 gift card accounts were not activated (loaded) and is why they could not be used.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 07/22/2024
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 do believe that these cards were purchased and paid for. However I do not have the receipt for proof, so I feel at a loss.
Your answer said you could see the attempt to activate, but did not list dates or any other information. If you can see an attempt to activate, why do you not have the date, or the last 4 digits of the credit card that attempt was made on?
I believe this is an evasion of the problem and the complaint. I purchase many gift cards and Fred Meyer are the only ones I ever have problems with.

Regards,

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

Business Response
Date: 08/02/2024
With the information provided we were able to see the redemption attempts on these accounts which were declined as the cards were not activated and purchased.
Thank you for contacting us.

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