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:05/09/2024

  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 went to take my money off the card I have 623.00 on my card I swipe my card 3 times it say declined and now It say 0.00 Kroger stolen my money because my bank said Kroger took my money I never received my money I need my money back

  Business Response

  Date: 05/15/2024

  Thank you for contacting us and we are sorry you had an issue with your transaction.  We show these transactions declined and were not successful in settlement. Can you please let us know if your bank was able to resolve this?  If the bank hasn't corrected this or applied the funds to your account, we will need you to dispute this with the bank so we can coordinate efforts to resolve this. 

  Thank you and we apologize for the inconvenience.

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising 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 5-8-24 I placed a Kroger’s e-gift card order for $100 on giftcards.kroger.com at 10:54am and I paid for the e-gift card using my ****** because that is an option when checking out. You were paid by ****** because the money came out of my bank account and I received an order# ******** after paying. Then I received an email at 10:55am with Kroger’s and Gift Card Mall names on it (and I will be doing a complaint on them as well) stating they declined my order without giving me a reason. The email stated for security reasons they are unable to provide me with a reason. How do you all declined an e-gift card without giving a reason and after receiving payment? This is bad business, I have been a customer with ****** for over 10 years and I have brought many e-gift cards from other merchants costing over $100 and I have never been declined an e-gift card. I immediately called Kroger’s and ask Erika your customer service agent why was I declined the e-gift card and she said I couldn’t be verified. I have been a customer with Kroger’s for several years now and I logged in to my Kroger’s account to place my order so being declined because I couldn’t be verified is untrue, plus it’s an option to checkout as a guest when ordering an e-gift card so how are those orders verified? I requested to speak to a supervisor, but Walter a Kroger’s supervisor had to call me back and he wasn’t helpful, he didn’t know why I was declined. My order was escalated and at 2:26pm I received an email ticket# 5015033 stating they were unable to reprocess my e-gift card order. Then the email stated if I still need the e-gift card I can replace my order, mind you I have already paid for one e-gift card and I have to wait to get my money back from ******, plus why would I want to place another order with all the trouble I experienced? I had to authorize ********* Network to access my profile information (email address, name, address, phone#) & loyalty information, but for what when I was declined?

  Business Response

  Date: 05/15/2024

  Thank you for contacting us and we are sorry you were not able to complete your online gift card order with ********* Network, our online gift card processor.  This order is managed by ********* and they responded with the status on this order, it was cancelled and the pre-authorization would come off your card within a couple of business days.  You will not be charged for an order that was not completed and fulfilled.  We encourage customers to ensure their account with ********* has all of the correct contact and billing information (i.e., full name, current address, card type and account #).

  We apologize for any inconvenience. Thank you. 

  Customer Answer

  Date: 05/15/2024

  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 always use gift cards at different merchants so all of my information is accurate. I received no reason why my gift card wasn’t approved for Kroger’s, when/if a company deny you, you all suppose to give a reason. Again this isn’t good business, because no other merchant has this problem. You all were paid and you all still denied my gift card, so clearly my information matched. This doesn’t make any sense and it makes me question this whole ordeal. This makes me question does Kroger’s care about how this gift card company treats your company. 
  
  
  Regards,
  
  
  
  ***** *******
  

  Business Response

  Date: 05/17/2024

  We attempted to respond to this concern and if the customer is needing further assistance, please submit this complaint to ********* Network our online processor who manages the transactions, orders, and can respond to the concerns in this complaint. 

  Thank you

  Customer Answer

  Date: 05/31/2024

  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.

   

  Via Email from Consumer:
  Date: Thu, May 30, 2024 at 7:42 AM
  
  
  I did reply back saying I reject the answer because my question wasn’t answered. They did not tell me why the company accepted my ****** payment for they gift card then turned around and denied me the gift card. It was no reason to deny me, I have received gift cards from other merchants all the time with no problems. Kroger’s need to look into the company (***** **** Networks) they use to process they gift cards and change and improve some things. I would like this response added to my case and then the case can close because nothing has changed and the company wasn’t helpful. 
  

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

• Initial Complaint

  Date:05/08/2024

  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.

  On April 24, 2024 I purchased a $50.00 **** ***** Gift card from this King Soopers Store. When I attempted to make a purchase at the local **** ***** they would not accept the card since no pin Number was assigned. **** ***** told me this was very common with Gift Cards Purchased at King Soopers. I went back to King Soopers and they said they could not refund my purchase price or correct the problem. They suggested I contact their 1 800 number. I called and was on hold for approximately half an hour and they finally informed me if I returner everything to the Krogers home offices they would look into the issue. I have since contacted the King Soopers CEO Rodney M******* but have not had any response.

  Business Response

  Date: 05/15/2024

  Thank you for contacting us and we are sorry you had an issue with your gift card. This information was shared with the merchant for review, the refund is approved and you will receive your refund within 10 business days. 

  Thank you and we apologize for the inconvenience.

   

  Customer Answer

  Date: 05/15/2024

  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:05/07/2024

  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 several Kroger store gift cards on 03/28/24, 03/29/24 and 04/14/24, total amount is about $2000.
  The reason why I bought those gift cards was because the flexibility. Those cards can be used for grocery, and other gift cards purchases except ****/ ******/ **** gift cards based on previous experiences.
  But the system was updated without notice and the purchases of gift card using Kroger card was declined.

  Business Response

  Date: 05/15/2024

  Thank you for contacting us on this concern.  The terms & conditions on the back of the card state:

  This card represents a prepayment for goods and fuel available at The Kroger Family of Companies. The card cannot be used for lottery, money orders, any store value prepaid cards or gift cards, or other products prohibited by law. 

  Please see the full terms & conditions on the back of the gift cards for any further information. 

  Thank you. 
  

  Customer Answer

  Date: 05/15/2024

  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,
  
  
  
  ***** **

     * Has the
  company addressed the issues of this dispute? 
  NO
       * If not, why? 
  Thank you for your reply!
  Kroger mentions that Kroger gift
  cards can only be used goods and fuel, that is not correct. Because Kroger
  stopped allowing gift cards to be used for gas at least 2 years ago without any
  prior notice.
  It seems that Kroger often changes
  its terms and conditions without notifying customers.
  If this is the policy for gift
  cards, why I can use Kroger gift cards to successfully purchase ********* and
  ****** gift cards on March 17th, March 30th, and April 2nd with the help of the
  store cashers.
  If this is Kroger's policy, why
  didn't the store cashers know about it and didn't say it wasn't allowed when I
  checked out with a Kroger gift card?
  Before turning to the Better
  Business Bureau, I tried contacting the Kroger customer service. Even within
  Kroger, not everyone knew about this policy. Some customer service staff were
  very enthusiastic to help me with my inquiries, said that it should not be a
  problem by using Kroger card to buy the 3rd party gift cards and
  even helped me to create a case number.
  Of course, the easiest way to
  perfunctory customers is to check the Terms & Conditions, and the final rights
  belong to Kroger.
  As ordinary customers, we are not
  qualified to discuss with a large company like Kroger.
  As a loyal Kroger customer for over
  30 years, I am extremely disappointed.
  
       * If an offer of
  resolution was made, has the company fulfilled the proposed offer? 
  No resolution was made.
  
  

  Business Response

  Date: 05/17/2024

  We responded to this concern, the gift cards are good and can be used, please see the terms & conditions when redeeming them.  

   

  Customer Answer

  Date: 05/20/2024

  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 don’t know the specific meaning of Kroger’s reply, and I don’t know whether Kroger has carefully reviewed my appeal in a responsible manner.
  Because I never said that this gift card cannot be used, but that it cannot be used to purchase goods that could be purchased before, and no advance notice is given.
  In the reply on May 15th, "This card represents a prepayment for goods and fuel available at The Kroger Family of Companies." This is also wrong information. I didn't know it was so confusing in Kroger's own system.
  If I buy a gift card based on this explanation but it cannot be used for gas, who is responsible for the customer?
  Kroger did not allow gift cards to be used at Kroger's own gas stations at least two years ago without any prior notice. The customer only became aware of the problem when he went to refuel and found that the gift card was inexplicably not accepted.
  I would like to ask, is this the attitude that a large company in the United States that respects laws and fairness should have towards customers?
  
  
  Regards,
  
  
  
  ***** **
  
  

  Business Response

  Date: 05/31/2024

  Thank you for contacting us and we are sorry if our prior responses did not address all of the concerns. Previously it was up to store employees to enforce all terms and conditions indicated on the back of the card.  A systematic solution was implemented to enforce the terms communicated on the back of the card.  The terms state the card cannot be used for gift or prepaid cards. This card can be used for groceries (see terms on any restrictions), and at our fuel centers.     

   

  Customer Answer

  Date: 06/04/2024

  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.
  
  * Has the company addressed the issues of this dispute?

  No
       * If not, why? 

  Thank you for your reply. In fact, the reason why I bought Kroger gift cards is that they can be exchanged for other third-party gift cards.

  May I ask,
  1. Are employees from kroger stores considered employees of Kroger? Do they provide customers with information on behalf of Kroger?
  
  2. Is it illegal for them to help customers purchase third-party gift cards using exchange Kroger gift cards in Kroger stores?

  Is not the gift card I bought sold by Kroger?
  

  Customers should not be responsible for inconsistencies within the Kroger system, right?
  In addition, you mentioned in the last sentence that Kroger gift cards can be used to buy food and refuel.

  Are you sure?
  If I go to Kroger to buy some gift cards now, then the fuel center of kroger does not accept, who will bear my losses?
  In fact, at least in my city, Kroger gas stations have stopped accepting Kroger gift cards at least 2 years ago.
  

  * If an offer of resolution was made, has the company fulfilled the proposed offer? 

  No

  
  Regards,
  
  
  
  ***** **

   

  Customer Answer

  Date: 06/05/2024

  I used one card, there are 4 cards left.
  Card 1: *******************, balance $500, purchased with credit card
  ends with ****
  Card 2: *******************, balance $500, purchased with credit card
  ends with ****
  Card 3: *******************, balance $426.96, purchased with credit
  card ends with ****
  Card 4: *******************, balance $85, purchased with credit card
  ends with ****
  Total balance for all those 4 cards is
  $1511.96

  Thanks!
  

   

  Business Response

  Date: 06/11/2024

  Thank you for contacting us and we have responded to this concern. The terms state the card cannot be used for gift or prepaid cards. This card can be used for groceries (see terms on any restrictions), and at our fuel centers.  The card cannot be exchanged for cash, except where required by law.  All prepaid or gift card sales are final which is communicated on our in-store fixture, on the activation slip and on our web site.  

  Customer Answer

  Date: 06/11/2024

  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 confused, why every time Kroger responded, it seemed as if they did not read my question at all. Every time they emphasized the terms and conditions, but they themselves violated these terms first.
  1. The final right of interpretation belongs to Kroger, even if the terms are written on the back (the specific provisions are vague), but the store employees did accept Kroger gift cards to purchase third-party gift cards (with receipts as evidence), does this count as an override of their own terms?
  2. Why did the Kroger staff who responded to the better business bureau ignore my questions? Instead, they repeatedly and openly gave wrong information: "Kroger gift cards can be used at gas stations", but it has been prohibited for at least 2 years. Kroger really does not care about their customers and blatantly misleads because they do not intend to be responsible at all, or do they not care?
  

  Regards,
  
  
  
  ***** **
  
  

  Business Response

  Date: 06/25/2024

  We have responded to this inquiry on this gift card concern.  We are unable to provide any further assistance. Please refer to the terms and conditions and please call the number on the back of the card for the available balance.   

   

• Initial Complaint

  Date:04/30/2024

  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 February 21, 2024 I purchased a $100.00 gift card at Kroger to ********* (as you can see on the attached receipt). I purchased this as a gift for my wife's birthday (you can also see the cake and candles on the receipt). After her birthday we went to ********* to use the gift card and when the gift card was swiped at checkout we were told that there was a zero balance on the card. I explained to the associate that I had just purchased the card as a birthday gift and that I had the receipt and the associate explained to me that this happens from time to time. We called the number that the associate provided and they stated that since we bought the gift card at Kroger they could not do anything for us or reimburse us. They said that we needed to reach out to Kroger. I am really hoping that I can get this resolved so I can get my wife her birthday gift back.

  Business Response

  Date: 05/07/2024

  Thank you for contacting us and we are sorry there was an issue with your gift card.  This information was provided to the merchant, a refund was approved and we estimate the customer will receive a credit back to their **** within 10 business days. 

   

  Thank you and we apologize for the inconvenience. 

  Customer Answer

  Date: 05/07/2024

  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.  Thank you so much for your help with this!
  
  
  
  Regards,
  
  
  
  ****** ****
  

• Initial Complaint

  Date:04/29/2024

  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 two $100 **** gift cards from the Kroger store in ******* ** back in December 2023. They were supposed to be stocking stuffers for our kids for Christmas. A couple of days after the holidays, we attempted to use them and they both had a zero balance and we were unable to use them. I contacted Kroger and provided them with both **** card numbers, photos of the cards, our paid receipt and my debit card information for verification. After a few weeks they notified us that they reviewed our case (#********) and approved the reimbursement of the $200 to the card that I used to pay for the **** gift cards. They reimbursed me $100 in Feb 2024 and said that they would process the 2nd reimbursement for $100 but have not done so at this time. I have contacted customer service over 15 times in the last 3 months and they continue to say it will be processed and it never happens. I first contacted them in December 2023 and it is now nearly May 2024 and still no refund from Kroger. I am so disappointed that it has taken so long and they continue to give me the run around. It is more about the principle of the matter at this point and Kroger's integrity. I really need help to get this resolved and I'm even thinking about getting an attorney, but for such a small amount, I just want my money back. Please help!

  Business Response

  Date: 05/07/2024

  Thank you for contacting us and we are sorry there was an issue with your gift card.  This refund was approved and case notes show a refund check was mailed on 5/1.  We estimate the customer should receive this in the mail within 10 business days.

   

  Thank you.

  Customer Answer

  Date: 05/07/2024

  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:04/12/2024

  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.

  The problem is a consistent gift card scam with the latest occurring on 4.2.2024 at the Kroger store #***. *** ****** is mentally challenged and buys 25.00 **** gift cards every week. In the past 3 weeks he bought (3) three. Out of the (3) three only (1) one was valid. This particular Kroger location has significant gift card scam issues. *** ****** has been scammed a total of 5 times at this store. When notifying the management team they stated they couldn’t remove the cards after verification and proof the **** cards had been tampered with. I went to the gift card section with an employee we picked up an **** card, examined it, at customer service and saw it was tampered with. They refused to remove the remaining **** cards. This Kroger #*** is part of the problem and not the solution. This gift card scam has been an ongoing problem for several years at this store. I have had to get the ********** police department and the ******* Attorney General involved before to get *** ******’s money returned to him. *** ****** needs to be made whole. He is on Social Security benefits and is currently out of $50.00. ****** *****, caregiver for *** ******, ******** **** ******.

  Business Response

  Date: 04/30/2024

  Thank you for contacting us and we are sorry to hear there is an issue with the gift cards purchased by *** ******. We are investigating this concern and will respond within 3 - 5 business days. 

  Thank you.

  Customer Answer

  Date: 04/30/2024

  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.  The Kroger Company is stalling.  They have made no attempt to make me whole.  I have been out of my money ($50.00) for weeks.  This company has suspicious gift card activities that take place constantly.  I've also sent the complaint to the Attorney General's office so they can do an in depth investigation. 
  

  Regards,
  
  
  ****** *****, caregiver for ******* ******
  
  

  Business Response

  Date: 05/07/2024

  The refund has been approved for these gift cards and the transaction was completed by *** ******.  The refund check will be made out to the purchaser and we estimate the check will be received within 10 business days. 

  Thank you. 

  Customer Answer

  Date: 05/10/2024

  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.

  1. I have not received a refund. This happened in February 2024.  Kroger states, they will send a refund, you close the case without the refund. The refund never comes. Kroger just wants the case closed. It appears to be a game for Kroger. It’s a vicious and manipulative cycle. 
  

  2. The last real response from Kroger was on 4.23.2024. There wasn’t any mention of a refund, just more jibberish regarding sending the case to the resolution department.

  3. This Kroger gift card scam begin and end with Kroger. They receive all monies and are reluctant to reimburse the innocent customers. Kroger needs to be fined for the hurt and harm they are causing their customers.

  4. I discovered this gift card scam happens to Kroger customers in other states and customers have discussed this issue with news stations. 
  

  5. Kroger “lures” customers to purchase these gift cards by putting 4X the amount of gift cards back for gas. 
  

  6. The federal government needs to address this Kroger gift card scam to determine who is really behind it.

  7. I was unable to upload the letter from the ******* Attorney General, Office of Consumer Protection Division.  They have responded as well and they are also looking into this situation. My Reference File Number is #******.  They too have contacted Kroger. The letter was sent to me on 4.29.2024 by ** ******, Customer Service Specialist.  Her Direct Number is ###-###-####. 

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

  Business Response

  Date: 05/20/2024

  The refund check was mailed to *** ****** by US mail and please confirm if this check has been received.  If it has not, we can put a stop pay on it and reissue the check.

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 05/23/2024

  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.  Thank you so much for assisting me in handling this dispute. Your assistance was greatly appreciated. Once again, thank you.
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:03/29/2024

  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.

  February 2, 2024 bought gift card for **** ***** for 120.00. Kroger's store *** *** ******** **** ********* **. Filed complaint. Sent in all information requested February 3, 2024 5;23pm Anne, Kroger's representative by email. A request for my address on the February 18, 2024. Sent it and call in to service number ###-###-####. Received email February 20, 2024, from Joveyn that I would receive my money back and they would let me know how and when. No information came. Called again was told 120.00 would be place back on my card on February 23, 2024. And it would take 5 to 6 weeks. From wich date? This is not the way I wish to be treated. I understand this service of credit sale can have problems, but I still do not have my money. Check with my credit card service March 29, 2024. No credit.

  Customer Answer

  Date: 04/07/2024

  As per your request. Card copy and all emails to and from kroger concerning this problem and reply from them as to their answer. Also i have contacted them by phone several times and received the same message that my refund is being process as you can see from the email it has been approved but at this time has not been received. Any help in this matter would be appreciated. Thank you.

  Business Response

  Date: 05/07/2024

  Thank you for contacting us and we are sorry there was an issue your gift card.  This information was sent to the merchant for review, the refund was approved and our call center contacted you on 4/30 confirming you received the refund for this gift card.
  
  We believe this concern has been resolved and we apologize for any inconvenience.
  
   
  
  Thank you,
  
   
  
  Kroger Personal Finance

• Initial Complaint

  Date:03/23/2024

  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.

  I purchased a gift card from a third-party retailer ********* at Kroger upon trying to use the gift card. I scratched off the scratch part and found the gift card damaged. I contacted ********* and was told since the gift card was purchased at Kroger Kroger was supposed to help me out. Kroger is now saying that I am out of luck, yet I paid 500 dollars for a gift card

  Business Response

  Date: 04/03/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  This information is being reviewed and we will have a response within 5 business days to respond to this complaint.

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 04/03/2024

  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.

  according to response from ********* the gift was compromised since time of purchase, that explains the reason why gift card was damaged, someone tampered with it before point of sale, and then I purchased and “thief “ used card
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 04/17/2024

  The refund was approved and submitted back to the customer's card used for the purchase on 4/12.  Typically customers see this post to their account within 5 - 10 business days, the timing depends on their bank.

   

• Initial Complaint

  Date:03/21/2024

  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 4 gift cards from Ralphs at ***** **** ***** *** ********* **. 0n 2/16/24 at 4:36pm.
  3 of the 4 gift cards had a zero balance on them when the recipient went to use them. I paid for the $50.00 **** card with my personal debit card and I paid the ****** $100.00 and **** $100.00 gift cards with cash. I have not heard from the 4th recipient about her gift card. I attached the images, contacted the retailers, contacted Ralphs on 2/20/24 and submitted a claim, #********. I have tried following up and cannot get a response. I would like to have the cards replaced. I contacted their corporate office at ###-###-#### and received no resolution. I have sent follow up emails to ************************** and have called the number for prepaid card questions at ###-###-####. I would like to have this resolved ASAP. I went into the Ralphs store I purchased them at and the Manager/Associates said they could not help me but that they had been having issues within the store with their gift cards being fraudulent. Why are they selling them then? I have tried sending emails to Paula N***** the manager at that location as well.

  Business Response

  Date: 03/29/2024

  We received this concern and the refund was approved, a check was mailed this week on 3/38.  The customer should receive it within 7 - 10 business days.  We apologize for the inconvenience. 

  Customer Answer

  Date: 03/29/2024

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