Business Profile

Financing

Kroger Personal Finance, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financing.

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.
53 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/20/2024
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.
#1 case #********: On January 8, 2024 I purchased a $30 ** gift card from Fry’s located at **** * ******** ** **** ** *****. There was an immediate issue with the gift card and they had to do a refund and ring it up again. This second transaction went through. I took the card home and the card was damaged and unable to be used. After multiple times speaking to customer service they said they would mail me a refund on 01/25/2024. I never received the refund. I called back on 02/29/24 and requested the refund again and they said it would arrive on 03/06/2024. I still didn’t receive a refund. I called customer service again on 03/11/2024 and asked for the refund and to speak with a manager. No manager ever called back. I called back on 03/13/2024 and requested a manager call back again. As of 03/20/2024 I have received no call back and still have received zero refund.

#2 case #********: On 03/03/2024 I attempted to place a pickup order on the Fry’s app for $172.55. There was an error and the purchase did not go through. The money was refunded to my credit card and EBT card. I tried to place it again and a second error occurred. The money was refunded to my credit card, but not my EBT card. I have spoken with customer service and have yet to receive a refund.

With both is these issues I have spent countless hours on the phone and in store speaking with management. There has been zero resolution. I am currently out $209.55 which includes the service charge for the gift card.
Business Response
Date: 03/29/2024
We received this concern and the refund was processed back to the customer on 3/28. It may take 5 - 8 business day for this credit to post to their account and we apologize for any 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.
Your response only references the EBT transaction ignoring the gift card transaction that still has not been resolved.

Please respond to both issues.

Regards,

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

Business Response
Date: 04/17/2024
A shopper's card credit has been added to customer's account for $40 to replace the $30 ********** gift card. The customer can access this credit when shopping by scanning her shopper card/ALT ID used for discount coupons and earning their fuel points on the transaction.

Customer Answer
Date: 04/17/2024
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:03/17/2024
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 had bought a few gift cards today to take advantage of the fuel points promotion. 3 of the gift cards i purchased of lululemon were tampered.

The cards inside had been switched. I loaded $500 into the following barcodes:
****************************** ****************************** ******************************

The cards inside were different barcodes (as attached). I request kroger to block these cards ASAP. I tried to call in but the gift card department is closed on weekends so there is no way to report fraud on weekends.

Receipt numbers:

Order Number: *******************************
Order Number: *******************************
Business Response
Date: 03/25/2024
We have received this concern and this information was escalated to the merchant for their review and response. The refund was approved for these cards and the customer will receive it within 10 business days.
Thank you and we apologize for the inconvenience.
Customer Answer
Date: 03/25/2024
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:03/15/2024
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 March 15 I bought an ****** gift card from Fry’s on ******** Avenue in ***** *******. When I got home and opened up the gift card, the claim code had been scratched out. I called the number on the receipt several times and all I heard was a busy signal. I called Fry’s to see if they could help, and they said they couldn’t. I had to keep calling the constantly business number. When I told Brian what happened he said “oh yeah”. I said you knew about this? And he said “well…”. I asked how many people this has affected and he said that he couldn’t disclose that information. So, Fry’s is knowingly selling gift cards that they are aware could be tampered with.
Business Response
Date: 03/25/2024
We have received this concern and this information was escalated to the merchant for their review, the refund was approved and the customer will receive that within 10 business days.
Thank you and we apologize for the inconvenience.
Customer Answer
Date: 03/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to the complaint. The company didn’t escalate it, I had to call the merchant. Fry’s refused to help me. Don’t let them take the credit for trying to resolve this.
Regards,

***** **********
Initial Complaint
Date:03/12/2024
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 January 25, 2024 I purchased a ********* Gift Card for $100 at a Fred Meyer store. The card was apparently lost and not ever used. I called ********* to cancel the card, and asked ********* to give me a refund of my $100 and they told me to call Fred Meyer. I called both Fred Meyer and Kroger stores and they both told me to contact *********. There has to be some way for me to get my money back.
Business Response
Date: 03/11/2024
Rick, I sincerely apologize for the unfortunate loss of your
********* gift card. Unfortunately, we are unable to provide a refund or replacement
for the gift card. As the gift card was purchased through a third-party
retailer, Fred Meyer, our policy prevents us from issuing a refund even in the
event of an exception. We recommend that you consider filing a police report
and potentially disputing the gift card purchase with Fred Meyer and your
credit card company.
Customer Answer
Date: 03/12/2024
I would like to amend my complaint to seek compensation from Fred Meyer stores.
Customer Answer
Date: 03/15/2024
Here is a copy of my **** statement showing the purchase circled along with a copy of the receipt from Fred Meyer.
Business Response
Date: 03/20/2024
We have received this concern and the customer
has shared the ********* gift card was lost. At Kroger, once cards are
successfully activated at the register, meaning that funds have been loaded and
are ready for use, the sale on prepaid cards (gift cards, prepaid debit and
phone cards, etc.) becomes final. We are not able to offer refunds or exchanges
on prepaid cards. Information on our prepaid card policy is posted on the
in-store fixtures, on the receipt (activation slip), and The Kroger Family of
Companies web sites. Prepaid cards should be treated like cash and card
numbers/pins should not be shared with any unintended parties. As such, The
Kroger Co. and its Family of Companies are not responsible for unauthorized
use, fraud, or lost or stolen cards. If a customer has a concern they should
contact the prepaid card issuer to determine their policy and required documentation for assistance.
Thank you.
Initial Complaint
Date:03/11/2024
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 03/11/24, around 9:00 a.m. I came to the ******** ** store (******* ***, ********** **) to get a money order. An unknown (no name badge), but regular femaie employee at the Customer Service desk seemed to be in no mood for nonsense when I arrived. I asked for a money order, I gave her the amount, and I told her I needed to split the payment. She immediately asked how I was paying and to see my form of payment. I don't understand the need to discriminate against payment types. All any store needs to know is does this customer have valid, legal tender. End of story. She then denied the transaction because she believed it was a gift card. It was NOT a gift card--in fact the packaging specifically states, "not a gift card" as it is a **** DEBIT card. She claims "store policy" as the reason for declining the transaction. Bolongna. Show me the policy. Post the policy. I've had regular problems buying a money order at this store. At many other Krogers, this type of transaction is not a problem (because it's legal)! I'm a regular at this store--I shop here often. There's no reason to file a SAR as my transaction is only $997 everytime. I'm officially making this complaint because Kroger has no right to deny any legal tender--please don't blame it on *********. If Kroger needs to take my name in order to make these transactions, I'm o.k. with that.
Business Response
Date: 03/22/2024
We received this complaint
and the team has investigated this concern. As a money services business,
Kroger is required to implement policies and procedures to comply with
various federal and state laws, and the Bank Secrecy Act. Additionally, to reduce the risk of loss, Kroger may
also limit the types of payment instruments we will accept for purchase of our
financial products. If an associate determines there is a conflict with
our policies or they are unable to verify certain information, they can refuse
the transaction. In this situation, the associate was not able to confirm
whether a gift card or debit card was presented for payment. For money
order purchases, we accept permanent debit cards that are embossed with a
customer’s name on it.

Thank you and we apologize
for any inconvenience.
Customer Answer
Date: 03/27/2024
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.
Kroger is required by law to accept all legal tender. If I bring in 500 $1 coins, guess what? That's valid currency. ******* ***** doesn't limit the type of currency used for the money orders Kroger sells and "delivers" to Kroger customers. Not taking certain types of legal tender truly is discrimination--paticularly to the unbanked (those without a financial institution). If Kroger has concerns about a certain payment type, take my name and my driver's license number--just keep that information in a safe rather than on the counter.

Regards,

*********** *****
Initial Complaint
Date:03/11/2024
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.
I purhased a $25 **** ***** gift card at my locol Kroger store on 03/02/2024 and tried to use it today (03/10/24) at **** *****. Once I torn the packet and I found that it was an ****** gift card and the redeeming code was partially erased. Obviously, I am not able to redeem the $25 either at **** ***** or ******. I was so upset that I went back to the Kroger store that I purchased the gift card and tried to do a dispute. Unforturnatly, they said that they hold no responsibillity for the sales of gift card and that they cannot do anything. Luckily, I found this website and be able to make a complaint.
Business Response
Date: 03/18/2024
Hello,
We have reviewed this concern and are sorry the customer had an issue with their gift card. The refund was approved and submitted on 3/11/24 and we would estimate the customer should receive this within 10 business days.
Thank you and we apologize for any inconvenience.

Customer Answer
Date: 03/21/2024
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:02/27/2024
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 3rd, 2024 I purchased a Home Depot gift card from King Soopers. That night after opening the packaging and removing the scratch off there was no PIN on the printed gift card. The next morning I went back to the King Soopers I made the purchase from and they were unable to assist me. I called Kroger and explained the situation and emailed the necessary documentation. They approved a refund and said the refund would be returned to my original form of payment. It has been over 2 weeks since the approval and I have not received my refund. They have been really unresponsive and made a simple transaction into a major inconvenience for me.
Business Response
Date: 03/18/2024
Hello,
We have received this concern and are sorry the customer had an issue with their gift card. This refund was approved and notes on the case indicate the refund was successfully processed on 3/6/24, to card ending in 1005, and it can take up to 10 business days for the payment to post. Timing depends on the bank and we would estimate this credit should post by March 19th.
Thank you and we apologize for any inconvenience.

Customer Answer
Date: 03/22/2024
Better Business Bureau:

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

Regards,

*** *****
Initial Complaint
Date:02/24/2024
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.
I am requesting $300.00 USD total to be refunded to me or back to my ***** ***** Credit Card or given as a King Soopers in Store Credit for the compromised/fraudulent **** Gift cards that King Soopers sold me on the transaction date: 12/24/23.

I purchased multiple Gift Cards from King Soopers on ******* ***** ***** ***** **** ** ***** on 12/24/23. Thus far, I have found that (2) two **** Gift Cards for the amounts of $100.00 was Used in ******* **, and $200.00 was Used in **** Store/*** *********. Through researching this issue I have found that I purchased from King Soopers on ******* ***** - (2) **** Gift Cards that were compromised and fraudulently used on 12/27/2023. The **** customer service Dept. tells me I needed to File a Police Report. I have also Notified King Soopers on ******* ***** (Manager - Michael) that they were selling **** gift cards that were compromised to customers on 12/24/23. The Gift cards were both in my daughters and husbands possession this entire time and never used and the pin # on the card was only scratched off today when my daughter went to use the gift card in a ******** ******* **** Store. When my daughter told me that the gift card balance was zero dollars and not $100 and that she had called **** Customer Service they told her that it was last used in ******* *******. So she reported the gift card funds stolen to the **** Customer Service. When I found this out I then had my husband check his **** gift card that I had given him for Christmas and we found out that his gift card was also at a zero balance and not the $200 that I had purchased it for. My Daughter's opened a **** Case # is ********* and my husband opened a case with **** Case # is ********* in case you need to contact them for the police report and investigation. I opened a Police Report and also opened a Kroger Customer Service Case, they did not provide a refund and only "apologized". See my attached documents for all evidence needed.
Business Response
Date: 03/06/2024
We received this concern and are sorry the customer is having an issue with their gift cards. This information has been escalated to the merchant, a refund is approved and the customer will receive the refund within 10 business days.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 03/12/2024
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. I was offered the full refund and I greatly appreciate that King Soopers has finally taken responsibility for knowingly selling compromised gift cards to customers during Christmas time. For me, I will never buy another gift card from any corporation simply because there are no consumer protections offered. A gift card is simply an I Owe You (Maybe some day) plastic card that may or may not retain its original value.
If King Soopers would instead place the gift cards in a secure location behind the customer service desk away from criminals direct access, then King Soopers would not be liable for so many refunds.
Protect the consumer from criminal intent when they are shopping for goods and services and the consumer will trust your company, it’s as simple as that.

Regards,

********
Initial Complaint
Date:02/19/2024
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 1/21/24, I purchased 5 ****** gift cards from ***** **** *****. Four of these were missing the activation code, a problem the store was aware of when I called and said it was a shipment of cards affecting multiple stores. Yet the cards had not yet been pulled from sale. I filed two cases with Kroger's gift card area, both saying it would be resolved in 7-10 business days. That was four weeks ago and one case said it was resolved and the credit was refunded to manner of payment, yet that refund has yet to come through. The other case, Kroger has ceased responding to me through email and when I call I am hung up on. All information has been provided yet Kroger is failing to fulfill their responsibility or promised timelines.

Case 1 was ******** for $200. On 2/5, I received an email stating the $200 would be refunded to the manner of payment and it has not been.

Case 2 was ******** for $550, representing 3 cards ($250, $100, $200). I received follow-up on 2/8 that they were working hard on it and to email with any questions but my response on 2/15 has gone unresponded to.

This is not an insignificant amount of money or time. They have doubled their maximum estimated time and appear unwilling to follow their word of the promised refund or to communicate on the open case. Perhaps their group is overwhelmed as there were many cards that were affected, but that was also avoidable if they had pulled the cards upon the multiple customer notifications they had of the issue.
Business Response
Date: 02/28/2024
We received this concern and are sorry there was an issue with the ****** gift cards. This information was escalated to the gift card issuer, ******, for review & response. The refund was approved and the notes in the case state the refund was submitted on 2/15 and we would estimate the customer would have this within 10 business days of that date.
Thank you and we apologize for any inconvenience.
Customer Answer
Date: 03/01/2024
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.
The response says the refund was approved and would be credited within 10 business days it has been longer than that and no credit, nor has Kroger taken steps to ensure it has been. Additionally, the $200 approved for refund on 2/5 has not been refunded and is well over the 10 days and Kroger did not address that in the complaint response. They have pushed responsibility to ******, when they are the ones who received payment and should refund.
This has continued for too long with far too much ambivalence from Kroger, with the only option I have being talking to an overseas agent who refuses to forward the call to any manager, or who hangs up.

Regards,

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

Business Response
Date: 03/11/2024
We have received this response and once cards are successfully activated the funds are provided to the merchant. We have developed a process to send these concerns to the merchants for their review and response as we do not have access to the account, redemption or activity on the cards. The customer should have access to this refund or credit at this time.
Thank you and we apologize for the inconvenience.
Initial Complaint
Date:02/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom this may concern
February 18, 2024
KROGER STORE #*** HAS PUT ME IN HARDSHIP!!!!!!!!!!PLEASE HELP!!!!
Case number# ********
On January 29, 2024, I Paid my monthly bills @Kroger Store#*** ,**** ************ ***** ****** ** ***** at the customer service center @ 3:17 pm. The cashier’s name was Jonathan. He charged my bank account $2867.83.
BILLS THAT WERE PAID
1.******* ***** $216.00,
2. ******* ***** bill $646.86,
3.*** cable bill was $134.11.
4***** ****** ** $77.00.
Total $1073.97 Paid bills.
My *** ***** bill was $448.54 that was charge 4 times equal to $1793.86. My *** ***** bill was never paid. I checked my bank account on February 01, and I saw that I was overcharged by Kroger. I went to Kroger to get money returned to my bank account of $1793.86. They only returned- $896.98 BY CASHIER ASHLYN on February 01. KROGER #*** OWES ME $869.88. PLEASE HELP RETURN MY MONEY!!!!!!NOW!!!! CONTACT phone ###-###-#### or email *************************
Thanks
******* ******
Business Response
Date: 02/28/2024
We received this concern and apologize there was an issue with the customer's bill payment transactions. We are investigating this with the store and bill pay vendor, we will respond and contact the customer within 24 business hours.

Thank you.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

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