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:02/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/13/2024 I purchased a gift card in the amount of $50 from Ralph’s on **** *** ** ********** **. On 2/16/2024 when the person the gift card was gifted to went into a Sephora store in an attempt to use the card they were told the card had a balance of $0. The card had not even been scratched off and the person was the one to scratch it off during their attempt to use it. I headed to Ralph’s in an attempt to resolve the issue and they said they do not deal with that and to call Sephora customer service. I attempted calling Sephora customer service and they too said they do not handle this type of situation. The purchase was made through Ralphs and they should be held accountable when I have physical proof (receipt) and digital (bank statement - showing the funds were retrieved from Ralph’s to purchase the gift card for the amount of $50.) Ralphs should be responsible for ensuring their customers are provided with a solution. This is an ongoing problem according to Google and Ralph’s should be looking into their gift card system if there’s a heavy reoccurrence.

  Customer Answer

  Date: 02/19/2024

  Attached are the images requested. Front and back of gift card. As well as what the gift card was attached to at the time of purchase from Ralph’s. If needed, we also have proof that Ralph’s retrieved the $50 from the debit card used to purchase the gift card. 

  Business Response

  Date: 02/28/2024

  We have received this concern and we are sorry the customer had an issue with their gift card.  This information has been shared with the merchant for review, a refund has been approved and the customer will receive that within 10 business days back to their method of payment. 

  Thank you and we apologize for the inconvenience.

• Initial Complaint

  Date:02/06/2024

  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 Nov 28th, I purchased an Amazon gift card of $75 at a Kroger store in Metro Atlanta, GA. Two weeks later I opened the gift card package and found that the claim code of this card had been scratched off. It turns out that the card sold at Kroger had been tampered, and somebody else stole the money that I had paid. I was not able to redeem it.
  
  Since then I had made numerous calls to Kroger trying to get the issue resolved. The representatives at Kroger initially asked me to wait, then asked me to contact Amazon, which I did but Amazon said that the card had been redeemed by someone else and they could not help me. My last effort was an email to Kroger but I never heard back.
  
  I am very disappointed that Kroger refuses to take responsibility for their mistake. This is really the worst grocery shopping experience that I have ever had in my life.

  Business Response

  Date: 02/15/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  This information has been escalated to the merchant and a refund is approved. The customer should receive that within 10 business days.

  Thank you and we apologize for any inconvenience.

   

  Customer Answer

  Date: 02/16/2024

  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.  I am looking forward to the refund that the business had promised in the response.
  
  
  
  Regards,
  
  
  
  ** ***
  

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an ****** Gift Card for $100 on November 19, 2023. Discovered the card was fraudulent and credited to a fake account the moment I activated it in the store after payment. Koreger's gift card department which handles the complaints has been unable to resolve the matter. I have an open case number and I keep getting the same scripted answers with no resolution. Kroeger has essentially committed a petty theft. I wish to have my original form of payment credited. I am willing to file a charge against the company if necessary.

  Business Response

  Date: 02/15/2024

  We received this concern and are sorry the customer had an issue with their gift card.  This information was escalated to the merchant, a refund is approved, and the customer will receive this within 10 business days.

  Thank you and we apologize for any inconvenience.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against the Kroger Smith's Store at **** ******* ** ** in *********** **. I would like to dispute the charge I made at the Kroger Smith’s store on 11/29/2023 for a $70.00 **** gift card that had a zero balance. I have also attached copies of the emails I exchanged with Kroger/Smith’s in trying to resolve this dispute. I have shopped at this particular Smith’s store for the past 10 years without incident until now. In the merchant’s response to my original dispute, they basically used the excuse that their “policy” does not allow for refunds on gift card purchases. However, I made a purchase in good faith that I would receive $70.00 on my **** gift card. This is something that a multibillion dollar corporation should honor. I also intend to write to my state attorney general and the local media as well.
  
  My gift card purchase at Smith’s/Kroger was made on 11/29/2023. When I tried using the card on December 4th, I discovered that the balance was zero on the card. There was no evidence that the card had been tampered with or previously used. I called the toll free number on the back of the **** gift card, ###-###-####, and spoke to a representative named Tiffany. She told me that there was no activity on the card and that it did not appear that the card had ever been loaded correctly with the $70.00 value. She directed me to return to the merchant.
  
  On the afternoon on December 5, 2023, I returned to the store where the card was purchased and spoke to a very young man at the customer service counter. He told me to call the number on the receipt, ###-###-####. At that number, I spoke to a woman that instructed me to email in a copy of the receipt, the activation slip, and the actual gift card which I did. She confirmed that she received it, and told me someone would contact me in 3-5 days.
  
  On December 7, 2023, I received an email from someone named Jerneil who instructed me to call ###-###-####. When I called that number, it was for online gift card orders, not in store purchases. I emailed Jerneil back letting them know this and asked who else I could contact.
  
  On December 10, 2023, I received an email from someone named Zacry who instructed me to return to the store where I purchased the card for a refund. When I returned to that same store, this time, I asked for a manager at the customer service desk. The manager said the same thing the young man told me on December 5th, that I needed to call the number on my receipt for a refund. I kept getting the run around from both the store and their telephone customer service. After that I filed my dispute directly with Citi.
  
  There needs to be accountability on the part of the merchant for this transaction. I paid $70.00 for merchandise/goods that I never received. For all we know this is a scam run by the merchant. I feel that I have been cheated by not receiving the goods I expected from their store.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/15/2024

  We have received this concern and are sorry the customer is having an issue with their gift card.  We see that this case was not escalated to the merchant to review the account and respond to a refund request.  We will be able to provide an update within 2 - 3 business days.

  Thank you and we apologize for any inconvenience. 

• Initial Complaint

  Date:01/31/2024

  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 1.30.24, I purchased a $25 **** gift card from the Kroger store located at **** ******* ***** *********** **. When pulling the tab off the back of the gift card, some of the redemption code number came off. As a result, the card became unusable. **** customer service told me to call Kroger and they would provide me with the entire redemption code. This did not occur when calling Kroger at ###-###-####. Kroger [Joy] gave me case #******** and told me to wait 7 to 10 days while they investigate the case. The issue: I am out of my $25. I had to repurchase another **** card so my item wouldn't go to another customer. I sent to Kroger multiple times proof of the front and back of the **** card along with the verified receipt. The Kroger store knows the purchase was made because I am a loyalty card customer ******* and all transactions are documented. I am uploading proof of purchase as well as the unusable **** gift card front and back.

  Business Response

  Date: 02/08/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  The customer did contact our center and this was escalated to the merchant for their review & response.  The refund was approved and a refund check has been requested.  The customer should receive this within 10 business days.

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 02/21/2024

  Via Phone: 

   

  As of 2/21/24 the refund check has not been received. Please confirm when this was mailed and to which address it was sent. 

  Business Response

  Date: 02/28/2024

  We received this concern and are sorry the customer had an issue with their gift card.  This information was escalated to the issuer, ****, to review & respond.  The refund was approved and we see in the case notes a refund check was requested on 2/13, we would estimate the customer should receive that within 10 business days of this date.

  Thank you and we apologize for any inconvenience.

   

  Customer Answer

  Date: 02/29/2024

  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.  In addition,  I want to thank the Cincinnati branch and *** ******** for assisting me.  It has been a pleasure working with you.
  
  
  
  Regards,
  
  
  
  ******* ****** 

  ****** ***** 

   

• Initial Complaint

  Date:01/31/2024

  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.

  Please see attached.

  Business Response

  Date: 02/08/2024

  We have received this concern and are sorry the customer had an issue with their gift cards.  The customer did contact our center, this was escalated to the merchant for their review and a response.  The refund was approved and was submitted back to the card used for the purchase on 1/24/24.  The customer's bank should have posted this credit to their account by 2/7/24.   

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 02/08/2024

  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:01/26/2024

  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 an ****** gift card from a Kroger store today. When I opened the packaging to redeem the card on ******'s site, the code for redemption is not completely printing on the card.
  
  I returned to the Kroger store where it was purchased and was told that the store isn't responsible for the card because they simply "receive a stack of cards and put them out." The person at the customer service desk directed me to call the customer care number on the receipt.
  Well, customer care for Kroger gave me the same excuse, they aren't responsible for the card and I should reach out to ******. I was given a case number, ********, which serves no purpose when he told me they wouldn't address the issue.
  And of course I contacted ****** and they are stating the store is responsible. So Kroger received a second call from me, an angry one, because I don't understand why someone can't address the issue. And I won't say can't, they refuse to address my issue.
  
  Neither company wants to take responsibility for a gift card that I can't use, although money is sitting on it and it's money that has been paid.
  
  Both companies have people answering customer service lines that are just reading from scripts, and when your issue is off script, no one can help. It's extremely annoying and very disappointing from a company like Kroger.

  Business Response

  Date: 02/02/2024

  We received this concern and are sorry the customer is having an issue with their gift card.  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: 02/04/2024

  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:01/24/2024

  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.

  My son was given a gift card from his friend on November 11, 2023 with a **** from Ralphs in ******** (Store ***). He attempted to use his gift card on December 25, 2023 only to find out that the card was coming back as invalid. The pin on the back of the card only has 4 digits but **** stated their gift cards only have a 6-digit pin. I called Ralphs Prepaid phone number at ###-###-#### only to be met with hostility and someone that was unwilling to help even with an activation receipt. I then decided to go to the store where the gift card was purchased at. The store manager Charles that helped me was nice but all he did was contact ****. **** told him the funds were never properly loaded to the card and the balance was zero. He asked if the card had ever been used and she said no, no funds were ever loaded or used. He told **** there was no way he was able to activate a gift card without the money being loaded. **** said they would look into the matter but I'm left with **** saying it's not their problem and Ralphs not providing a replacement or refund even when I have an activation status receipt. Ralphs also scratched off another **** gift card to discover the cards are supposed to have 6 digits even though the card I have only have 4 digits. I waited over an hour at Ralphs today to get no resolution. I got nowhere even with a receipt. These retailers are taking advantage of consumers and are not backing the cards they sell. Ralphs needs to issue a refund and investigate what happened on their end on why they are passing off bad gift cards. They can contact **** or their vendors in their own time, but this is not how businesses should be run.

  Business Response

  Date: 02/02/2024

  We have received this concern and are sorry the customer is having an issue with their gift card.  This has been escalated to the merchant, ****, and a refund has been approved.  The customer should receive this refund within 10 business days.

  Thank you.

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on April 15, 2023 I bought an ****** gift card from the Kroger web site. As part of a promotion they were running at the time, if you spent at least $200 on the ****** gift card, I would receive a free $25 Kroger gift card. I received an order confirmation, and an e-mail with both of the gift cards. The ****** gift card works fine. I tried to use the Kroger gift card at the store last night (twice at self-checkout and once at the customer service counter), and the card will not work. When I got home I looked up the balance and it says zero. Either the Kroger gift card was never funded, or a hacker has drained it. I am the only person with access to my e-mail account; I have never used the Kroger gift card, and my e-mail account is secure. I have spent nearly 2 hours on their "customer service" phone line, being transferred at least a dozen times to people who have excuses as to why they can't help me. I've had enough. I want the $25 Kroger gift card they promised in their promotion. Order # ********

  Customer Answer

  Date: 01/24/2024

  This is an e-gift-card, not a physical plastic gift card.   There is no "back" of the gift card... only the front (that's what they sent me).    Attaching the gift card as you requested. 

  Business Response

  Date: 02/02/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  The customer contacted our call center on 1/27 about this concern and the agent applied a $40 credit on their shopper card to replace it and for the inconvenience.

   

   

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  Please note that what they said in their response was incorrect. I had contacted the call center various times and spent quite a while on the phone and got nowhere with them. What actually worked is that I contacted Kroger stores using their ******* account and the employee who handles ******* for them issued the gift credit  to me. I can't believe I had to go through all of that but kudos to the people in their ******* area for taking care of their customer. I have tested the credit they have given me and so far it works. Thank you for your assistance in this matter
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  Purchased a gift card on December 18th for my son. When he tried to use the card the retailer said that it had been used on the 19th of December. Went to the king soopers to file complaint and continue to get the run around from one department to another with no resolution.

  Business Response

  Date: 02/08/2024

  We have received this concern and are sorry the customer had an issue with their gift card.  This information was escalated to the merchant for review.  The refund was approved and is being submitted back to the customer's credit card used for the purchase.  We estimate the customer's bank should post this credit within 6 business days. 

  Thank you and we apologize for any inconvenience.

  Customer Answer

  Date: 02/12/2024

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