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.

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  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:06/24/2024

  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 June 20, 2024 at 10:33 PM I bought an ****** Gift card from King Soopers (KS) for $ 120.00. When I got home, it had a sticker covering the ****** barcode and my 120.00 went to a Nordstrom gift card. It shows this on the receipt attached. There we no warning signs in the area where I purchased the gift card regarding fraud or that I should purchase the card on from the customer service desk. See photo attached taken the next morning after the purchase. There were approximately 15 cards hanging in this area when I pulled the card from the kiosk. I tried to return that evening before they closed but the store closed in 5 minutes when I realized the problem. Clerk on phone that night said he could fix it if I got back in time. Today, 6-24, King Soopers has said that they will not refund my money in an email. I am on a tight budget and losing $ 120.00 is not trivial for me. When I picked up the card, it did not appear to have been tampered with. KS does not take any responsibility for fraud that occurs in their store. It's their responsibility to ensure that their products are not fraudulent, not mine, yet they do not take any measures to protect their customers. See photo of area on the following morning where there are no hanging signs or indicators that gift cards should only be purchased at the customer service desk. That morning on 6-21, they pulled those 15 cards still hanging there and said they were fake, too. They did this "report" to gift card services to appease me in the moment giving hope that I would receive a refund knowing full well that they would not provide one. I gave them $ 120.00 and they did not uphold their end of the bargain. When they sell a product in exchange for money, it is a contract. While I upheld my end by paying 120.00 for a product, KS did not uphold their side of the bargain. In exchange for my 120.00, I received nothing. Note that I have filed a report with ****** PD, ReportFraud.FTC.com and ** state Attorney General's office.

  Business Response

  Date: 07/02/2024

  Thank you for contacting us and we are sorry to hear there was an issue with your gift card.  This information was escalated to the merchant for review, a refund has been approved and your bank should post that credit back to you debit card used for this purchase within 7 business days.

   

  Thank you and we apologize for any inconvenience.  

  Customer Answer

  Date: 07/03/2024

  Thank you,

   

  ***** ******
  

   

• Initial Complaint

  Date:06/16/2024

  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 $40 ****** gift card at the Kroger on ******** and *** in ********** ** on June 16, 2024. Upon opening the gift card, it has been clear that it was tampered with and not available to use. The claim code in the middle has been tampered along with the ending card number is marked off. This is becoming a big problem at Kroger after doing some more digging and research. I hope they start selling these cards behind the counter vs having them easily access for scammer to tamper with the gift cards.

  Business Response

  Date: 06/25/2024

  Thank you for contacting Kroger and we are sorry you are having an issue with your gift card.  This information has been shared with the merchant and the refund is approved.  You will receive this refund within 7 - 10 business days and we apologize for any inconvenience.

  Customer Answer

  Date: 06/25/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:06/13/2024

  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 have nothing but issues in trying to use the ***** gift card that I purchased June 7, 2024 for $ 20.00
  
  I called and filed over 4 complaints with Arbys. I was told by Corporate and the manager named Joel of ***** at ******* ***** that if I went inside the store, I could use the gift card.
  
  On June 13, 2024 after so many failed attempts online to include my conversations with ***** Corporate, I went into the ***** in ********* on ******. Once at the store, I was told that it could not be used. That ***** had a signed by the register that ***** gift cards are not accepted. Apparently this policy has been in effect for months because this store is a Franchise. I have no idea what that means. I showed the assitant manager Flor that no where on the ***** gift card does it say any restriction of where I can use it.
  
  I am exhausted dealing with so many people. I called Kroger customer service and told them what is happening. So far I have yet to hear an answer from anyone. I am holding a worthless gift card.
  
  People should not be cheated and these cards should not be sell by third parties since they appear to be not readily accepted. Thus making such gift card worthless. No customer should be cheated of any money. Nor should the customer drive across huge distances until perhaps someone accepts this gift card.

  Business Response

  Date: 06/14/2024

  Thank you for contacting the Kroger Executive Office. I am in receipt of your concern that you sent through the BBB. We appreciate the opportunity to address the customer’s concern with the assistance of the BBB.  
  
  I apologize for the frustration you’ve experienced with your ****** gift card. I understand how frustrating this situation can be and I appreciate you bring this to our attention.
  
  Please know that ****** gift cards are generally redeemable at most U.S. locations, except for those owned and operated by franchisees that choose not to accept them.
  It’s always a good idea to confirm with the specific ****** restaurant beforehand to ensure they accept gift cards. When you mentioned that the ****** in ********* on ****** did not accept your gift card, it’s possible that this particular location is a franchise. A franchise means that the restaurant is independently owned and operated, and they may have their own policies regarding gift card acceptance. ****** gift cards cannot be used to purchase additional gift cards, and they cannot be redeemed for online orders. However, they should be valid for in-store purchases at participating ****** locations in the United States. I highly recommend reaching out to ****** customer service again, providing them with the details of your experience at the ********* location. Additionally, consider contacting the specific ****** franchise directly to discuss the issue and seek resolution and I hope you find a satisfactory resolution soon. No customer should feel cheated, and I appreciate your patience in dealing with this matter.
  Furthermore, ****** gift cards are affiliated with Kroger! When you buy an ****** gift card with Kroger, you’ll earn Fuel Points for yourself. These gift cards can be used at participating ****** locations in the U.S. and are redeemable for delicious signature sandwiches, mouthwatering sides, salads, and tasty kids’ meals. Remember that eGift Cards are not accepted for online orders or third-party delivery. For more details, you can visit the Kroger ****** Gift Card page, ****************.
  
  Rest assured that your comments have been forwarded to our internal management teams to ensure that we are implementing the best practices so that all programs work correctly for our customers.  Your comments have provided us the opportunity to evaluate, address and correct this matter. We welcome your feedback because our customers are essential to our business.
   
  Regards,
  
  Kroger Co.

• Initial Complaint

  Date:06/04/2024

  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 needed to replace my tracphone device, Its a smart phone that is a pre paid type. I bought a prepaid **** phone by mistake when I needed to purchase a prepaid tracfone and continue to use my phone number and telecom services on that new device. As soon as I discovered I had bought the wrong phone device, i attempted to bring the device and receipt back to king soopers and exchange it for the correct one I needed. I was informed that king soopers does not accept customer returns for **** devices they sell. the king soopers employee informed me they will not engage with me further on this matter and I am on my own to resolve this but they will not do anything more than to sell me the product. so I am out 43.21 for a device I cant use and all sales are final, no refunds, no exchanges, no assistance further.

  Business Response

  Date: 06/11/2024

  Thank you for contacting us and we are sorry you are having an issue with your phone refund.  Please provide a copy of your receipt for this transaction in order for us to review and respond.

• Initial Complaint

  Date:06/03/2024

  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.

  Hello, my name is ******* ****** and I need your help please to resolve this matter. I bought a gif card and dropped $300 into it at Kroger. First, the card was damaged and I couldn't read all 16 numbers in it and second, I didn't know if ***** gift card was exclusively for purchase on *****. So I called ***** support for a refund because I would have preferred to exchange it for a PREPAID ***** CARD preferably, ***** told me that my $300 is on the card and that I have to go to Kroger for the refund. Arrived at Kroger, I was told that they are not responsible and that I should contact *****. So basically, everyone is making fun of me and I'm going to lose my money $300 on this card because I don't know what to do anymore. While in their policy; it says first: DO NOT SELL THE CARD IF IT IS DAMAGED; they violated their own policy and Secondly: A REFUND IS POSSIBLE If AUTHORIZED BY LAW then you are in some way my last resort to get my money back so please help me. Thank you for responding already. Kind Regards!

  Business Response

  Date: 06/12/2024

  Thank you for contacting us on your gift card concern and this information was escalated to ***** to review this refund request.  The refund was approved, a refund check will be sent out to the customer within 10 business days.

  Thank you and we apologize for any inconvenience. 

  Customer Answer

  Date: 06/14/2024

  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. And I hope that in the future; that the Kroger representatives show a little more understanding, wisdom and common sense so as not to disturb BBB for such a simple thing!!! And also without forgetting the coordination because it apparently seems to me that some of them willingly wanted to resolve this matter and others were categorically opposed to it.
  In short, thank you to BBB for getting me out of this stressful situation, I would be happy to offer you a tip. May God always give you the spirit of judgment and to establish justice without bias
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:05/29/2024

  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 $160 gift card that was defective, couldn't be used, detected immediately. Went to customer service window where they agreed the card was no good. But they wouldn't help, had me call Kroger Customer (non)Service. They confirmed card had been purchased properly. They did everything possible to avoid correcting the problem. Finally got someone to cooperate and I provided info which they confirmed immediately the situation as I had stated. Five days later no word. I sounded them out, where is my money? Response was I should get it at about two weeks after I bought the card! But they haven't confirmed anything. Total scam, and they are not communicating. I want my $160 PLUS INTEREST because this is a scam to sit on my money for their profit.

  Business Response

  Date: 06/06/2024

  Thank you for contacting us and we are sorry the customer had an issue with their gift card.  We show we received a call from the customer on 5/25 to open a case.  The images and receipt were provided to escalate this to the Lowe's, the issuer, for review and response.  The refund was approved and a refund was submitted to the customer on 5/29 to the card used for the purchase.  The bank should receive and post that to the customer's account within 10 business days from 5/29.

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 06/06/2024

  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,
  
  
  
  ***** ******

  The dates they state are wildly incorrect.  Furthermore they do not address the failure to communicate.  And beyond that they did not pay me interest which is due because they deliberately sat on my money and therefore they earned interest from my money.  I expect full compensation due to the horrible way they handled this mess for THEIR DEFECTIVE PRODUCT.

• Initial Complaint

  Date:05/29/2024

  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 am writing to express my extreme dissatisfaction with the service and handling of a recent purchase at your *** **** location of Harris Teeter. Last weekend, I purchased a $100 ****** **** gift card from your store, intending to use it promptly. However, upon attempting to redeem the card, I encountered a persistent error that prevented its activation.
  
  Despite my numerous attempts to resolve the issue, including reaching out via email and visiting the store in person, I have been met with nothing but frustration and incompetence from your staff, particularly Eric. Initially, I was told that all sales are final and that no assistance could be provided. Subsequent interactions with Eric yielded no meaningful resolution, as he simply parroted unhelpful suggestions and failed to address the root cause of the problem.
  
  During my visit to the store, I was subjected to further delays and dismissive attitudes from your employees, culminating in a manager ultimately conceding that there was nothing that could be done on their end. This is despite the fact that the card was clearly faulty, as confirmed by attempts to redeem it in their presence.
  
  Furthermore, the proposed solution of waiting 4 to 6 weeks for a refund from the vendor, followed by a check from Harris Teeter, is completely unacceptable. I find it appalling that I am expected to endure such a lengthy delay and inconvenience for a product that was defective from the moment of purchase. To add insult to injury, Eric failed to even request my contact information for the supposed refund process.
  
  I demand immediate action to rectify this situation, including a full refund of the purchase price and compensation for the time and effort wasted in attempting to resolve this issue. Additionally, I expect an apology for the abysmal customer service and lack of accountability demonstrated throughout this ordeal.

  Business Response

  Date: 06/06/2024

  Thank you for contacting us and we are sorry the customer is having an issue with their gift card.

  BBB, we ask that this complaint be put into Harris Teeter's queue for investigation and response to this concern.

  Thank you and we apologize for any inconvenience. 

• Initial Complaint

  Date:05/28/2024

  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.

  3 gift cards purchased from Kroger and received as gifts. Store ***. Anonymous gifter but don't know them
  
  When trying to activate from packaging, two already had scratches and had been stolen, both for $500. Reached out to ********** and clarified issue, and started dispute.
  
  Third one could not be registered with ********** as was not activated by Kroger, value $400. Reached out to Kroger gift card team was advised they needed to speak with the person who purchased, whom I don't even know. They stated they couldn't do anything. Stated I should reach out to each member at the celebration that gift was received as they could do nothing. At which point they disconnected the call.
  
  Called again, was then refered to a separate person, they stated the same needed to talk to purchaser, I stated I didn't know them. I then inquires if the purchaser was decreased, would this still be the process. They then went silent, refused to reply, and disconnected once more.
  
  Requesting remediation of either activating the card or refunding whoever the original purchaser was. And providing reception of the refund to the purchaser.
  
  Cards purchased: 5/17/2024 7:11 am CT. *** *** * ***
  
  Resolve not attempted by agents as they kept disconnecting the line when frustrated.

  Business Response

  Date: 06/06/2024

  Thank you for contacting us and we are sorry you are having an issue with gift cards you received as a gift.  This information has been sent to ****************** bank, the card issuer, to investigate and respond.  We would anticipate we will have a response about these card accounts within 3 business days.

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 06/12/2024

  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:05/28/2024

  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 05/20/2024 I went to Smith's Grocery store at **** ** ******** ***** *** ***** **.
  I asked the Supervisor AJ for some help getting a disposable phone and she directed me to customer service. Lisa had other phones that did not scan and the ******** did. I was told I can use the phone under WIFI instead of getting a monthly plan.
  Inside the package has instructions that says, START HERE in red. I have a screenshot of the numbers for IMEI and also e-Sim to activate the ********. THE NUMBERS WEREN'T COMPATIBLE TO IT'S OWN PHONE. I called 611 and someone played games asking for my debit card since it's a fee for them to activate my phone. I said how much is it? The response was, telling me which cards I can use to pay. I asked again HOW MUCH? And since he still did not answer my question, I disconnected the call. I went to LIVE CHAT on ******** website. The person on chat did the same thing like they cannot share the price. SO IF THEY CANNOT SHARE THE FEE THEN THEY CANNOT GET MY DEBIT INFO PERIOD. I spoke to Angel a supervisor with Kroger Companies and she stated, I have 14 days to return the phone with all of the content that were inside and receipt for a full refund.
  On 05/21/24, I went back to Smiths Grocery store on ******** ******* and the same supervisor was there AJ and this time she was refusing to give me a refund. I asked for her to get approval from the STORE MANAGER so she pretended to call him and immediately said, no refunds.
  I stood in a 45 minute line in customer service and AJ watched just to tell me NO! I am getting my refund! That is going to happen. I purchased something that does not work. So unless I am refunded this FRAUD will be taken to Small Claims Court. THIS SCAM WILL CONTINUE BEING REPORTED. I went to the police station who stated I need to take them to court. This refund policy is being ignored and they are trying to wait until my receipt is gone!
  I AM NOT GOING ANYWHERE! AJ WAS EXTREMELY UNPROFESSIONAL AND UNHELPFUL.

  Business Response

  Date: 06/12/2024

  Thank you for contacting us and this information was shared with our Telecom team for review and response.  The refund on this handset was approved, the customer was contacted yesterday to confirm a refund for $54,93 is being processed back to them.

   

  Thank you and we apologize for any inconvenience.    

• Initial Complaint

  Date:05/27/2024

  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.

  Smiths (Kroger) on **** ****** **** *** ************ ** *****, overcharged my card by $50.00 on May 19 via their "Kroger pay system," they cannot find any recollection of the charge.
  
  My bank (******** bank) cannot dispute because the Smith financial team's system will not release the transition.
  
  After being on the phone for over 3 hours and sending back email after email, they refuse to fund any transactions because "we are unable to find any transition on file for the card given."
  
  I have screenshots of the pending transaction and my conversations with them via email and with my bank.

  Business Response

  Date: 06/06/2024

  Thank you for contacting us and we have reviewed this concern.  We have shared this information with the team who manages these transactions and are asking that they investigate and respond to the customer.  We anticipate a response within 2 - 3 business days. 

  Thank you and we apologize for the inconvenience.