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:03/10/2025

  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 these 2 gift cards on Jan 2. When I mailed them th my grandchildren there notified me that the cards were missing the last 2 digits and were no good. When I contacted Smiths I was told they couldn't do anything about it and I needed to contact ***** customer service. I have never been able to reach ***** customer service. I even drove across the city to an ***** store and was told that they could not help me. Now I am stuck with 2 faulty cards and am out $55. I believe these cards were tampered with in the store and Smith's is selling bad cards to the public and making money doing it. I would like a refund of my money from Smiths or assistance from ***** as to what to do with their faulty cards as I am out $55.

  Business Response

  Date: 03/25/2025

  Thank you for contacting us and we are sorry the customer had an issue with their gift cards.  We sent this information to ***** for review and a refund was approved.  We spoke with the customer to confirm the refund and her mailing address, the check should arrive within 10 - 12 business days in the mail.

  Thank you and we apologize for the inconvenience.

   

  Customer Answer

  Date: 03/28/2025

  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:01/14/2025

  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.

  Received my rewards every 3 months. The last one was a lot, so I finally thought I would cash out. (Picture included) I was delighted it was around 500.00 so I put in a request (picture included) and was told it would be awhile before I received it. I waited, checking the mail every few days. I called and was told they would send it again. After a month I call again and they assure me this time I would get it in about 30 days. This time I put it on my calendar. Still nothing. I have photos of my rewards that could not be cashed in from when they were changing from **** to ****** ****, I had the same issues calling customer service many times, finally gave up and decided to get a new charge card at that time. But now I am dealing with it again.

  Business Response

  Date: 01/29/2025

  Thank you for contacting us and we are sorry the customer experienced difficulties in redeeming their rewards through their ** ****, ********** credit card account.  The pictures of the rewards notices in red, these are from a discontinued program but the bank applied these credits to their rewards account. When the customer redeemed their rewards and requested gift cards, the customer contacted the bank, notified they hadn't received them, and the bank voided the gift cards and placed the rewards points back into their account to select other redemption options. The bank shared the rewards have been redeemed for cashback or credit to their account.  If the customer has any further questions, please call ** **** at the number on the back of their card. An attempted to call the customer to confirm they were able to redeem these rewards successfully was made but the message on their voicemail stated "their mailbox is full".   

  Thank you and we apologize for any inconvenience.

• Initial Complaint

  Date:01/09/2025

  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 have an ****** gift card that was purchased in a ********** Kroger store for $100. When I opened the package, I noticed the claim code numbers had been filed off. I first contacted ******, who told me to go to the point of sale for assistance. I have learned this is part of a big scam where scammers steal the cards at point of sale and return them after filing the activation numbers off. They are useless to the consumer because their value is immediately stripped before the customer has a chance to use them. I have spent the last six months being toyed with by the customer service team at Kroger, who has had me do everything from take pictures of the gift card, provide the first six digits of my credit card, get a physical copy of the receipt, and every time I abide by their request there is no follow up. When I call to get updates, they make up a new reason why they won't help me. The latest is that I should be talking to ******, even though this is a known issue that happened in their store, and they have changed their security measures to attempt to resolve it. Even writing the company president only resulted in a canned response from the same customer service team.

  Customer Answer

  Date: 01/15/2025

  This was purchased May 9th, see attached.  The Kroger loyalty number used was: **********

  Business Response

  Date: 01/24/2025

  Thank you for contacting us and we are sorry the customer had an issue with their gift card.  This case was escalated to the gift card brand, ****** for review.  In our case notes the customer was provided an update the refund was approved, a check was mailed 1/20/24 and should be received within 10 business days by mail. 

  Thank you and we apologize for any inconvenience.

   

  Customer Answer

  Date: 01/28/2025

  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:01/08/2025

  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.

  This cell phone service provider has REFUSED to make a simple correction to the service I have prepaid for a year, namely to correct the outgoing Caller ID displayed to recipients of ** calls. This is after numerous calls to the customer service center, at least nine calls (date time name notes) : 2024.10.21 7P J***** 2024.11.19 645P K** change caller ID TICKET: ****** ********** ***** June change caller ID escalation made, will take effect by 3DEC 2024.12.3 ***** K** will take effect by 4 Dec... or 'hopefully' 5 DEC 2024.12.6 ***** L**** >> transfered to supervisor W*** 2024.12.6 **** An* >> transfered to supervisor June 2024.12.12 ***** A** ??E**** restart, still not fixed > suprv W*** 'allow 14 days' 26 DEC 2024.12.17 A** 2024.12.20 A** update on caller ID ****** As of 3 Jan 2025, this straightforward correction STILL has not been made.

  Business Response

  Date: 01/15/2025

  Thank you for contacting us and we are sorry the customer is having an issue with their phone account or service. We shared this information with the iwireless team and received the following response:

  A caller id ticket was created on 12/12/2024. According to the ticket it was resolved on 12/12/2024. Team reviewed issue of the caller ID is showing Atlanta Georgia not Brookhaven Georgie. We can’t set the caller ID to what the customer wanted and the default is Wireless Caller.

  If there are any more questions or concerns with the account, the customer should call ###-###-#### for assistance.

  Thank you.  

• Initial Complaint

  Date:12/03/2024

  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.

  A ********** gift card was purchased with a $500 amount added on 09/19/2024. When attempted to use the card on 09/21/2024 it was declined due to no funds remained on card, it had been comprised. two transactions both for $ 249.75 were run which depleted the funds. Called Kroger customer center and they were no help , only to pass me to a automatic call center for the gift card which was comprised and I was unable to pass the call due to not having a zip code, auto call hung up. After hours on calling I found a call in number for ********** that sent to the bank ******** that got me to the card's funds holder *********. After 78 days and much communication with ********* a replacement card is in the mail. Kroger should help with the ********** card gift card issue rather than pass me off to a auto call that cannot fix a comprised card. Similar happened with a ***** Gift card in July of 2024 case number ******** I had but Kroger was helpful and resolved . I asking for the activation fee and lost interest over 78 days for this $500 gift card be given as a credit to my Kroger account, $17.15

  Business Response

  Date: 12/23/2024

  Thank you for contacting and we are sorry the customer had an issue with their ********** gift card through ******** bank.  At Kroger once gift cards are successfully activated all sales are final.  The ********** terms & conditions explain the terms on the account and provide communication on their fraud dispute process and timing to complete the investigation, responding to the customer. 

  We apologize for any inconvenience and any concerns with the fraud dispute process on this account should be directed to ******** bank.

  Thank you.

   

   

   

  Customer Answer

  Date: 12/30/2024

  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.  For your reference, reasons for rejection are included below.

  
  

  I understand your response of final sale, but Kroger needs to assist with contacting the Gift card company, due to with a comprised card the  telephone number provided on card and by Kroger will not assist - it is automated- and a comprised card will have an unknown zip code applied to it by the one who stole it. Without a correct zip code the call is dropped.

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

  Business Response

  Date: 01/07/2025

  Thank you for contacting us and we have responded to this concern.  Any further concerns with this gift card account, the fraud dispute process, or their service support, should be directed to ******** Bank.   

• Initial Complaint

  Date:12/01/2024

  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.

  A Macy’s gift card was purchased on 10/8/24 in the amount of 70.00 at ******. The ****** gift card was activated at register, but misplaced. ****** was notified on 10/29/24 using their gift card hotline for lost cards & a case #******** was provided. An email from ****** was sent to us, providing a copy of the macys gift card # stating that since the 70. Was sent to Macys & the card was active & funds were still available, I must reach out to them to seek a credit or replacement. Email from ****** was provided to us as well as the gift card # which matched our ****** receipt. I was given the macys website & ph #. I started a case with them, seeking a credit of 70.00. I provided an email of my id, receipt, & proof from ******s in an email with the gc#. Macys replied back stating the card # that was provided was invalid & to reach back to ****** with the correct info. The supervisor D***** from ****** headquarters advised that I must receive my credit from Macys & they would not assist. ****** customer service confirmed the funds are still available and have not been used, by the issue lies with the gift card numbers that ****** sells on behalf of Macys, Macys does not recognize them as valid. Without the actual gift card in our possession, I can’t redeem it without a pin #. ****** still will continue to not help since they provided a card number that is not valid. I’m not certain why ****** has a option for lost gift cards & sells Macys gift cards at their store, but still cannot provide help. Please have them fairly review my case with the info provided in pics & see if you can help me retrieve my 70.00 Macys gift card or a credit from screen shots of the receipts provided. Thank you!! (Pics attached are receipts of gift card from ******, emails to/from ****** & emails to/from Macys. Screen shots of Macys gift cards help site, & calls with ******. Thank you, I appreciate the help & look forward to a resolution! All the best, ******** *****

  Business Response

  Date: 12/12/2024

  Thank you for contacting us and we reviewed this concern.  We are sorry the customer lost their gift card. All sales are final and our agents confirm the activation of a gift card at the time of purchase.  We are unable to see account activity or redemption details on the account. This case was sent to the issuer/merchant for review and the refund request was denied. 

   

  Business Response

  Date: 12/23/2024

  We have responded to this complaint and have no further comments on the response from the gift card brand, Macys, on this account.

  Customer Answer

  Date: 12/31/2024

  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.

  
  

  The ****** company can still verify that the 70.00 balance to the gift card is available. They did not provide their results of proving they sent information to Macys. Their own ****** team member advised that they can see the 70.00 available, and I should anticipate a credit or new gift card. Then a denial stating I must contact Macys myself. Contact Macys, & they state they need a valid card number from ******. The ****** supervisor D*****, explained that if I purchased a ****** card, they would help, but her hands were tied. 
  

  So ****** can see my 70.00 gift card? But refuse to help? Why have a dedicated gift card support if your claims are final. It’s a terrible experience to not provide any proof of your investigation? Proof of your transmission from ******s to Macy’s? I’ve provided everything you have asked. Proof of emails & calls, ****** please provide proof of your investigation and response from Macys stating that you see 70.00 available but they will not help? Let’s see it! Thanks! 

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

• Initial Complaint

  Date:11/27/2024

  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 Sephora gift card from Kroger’s Supermarket on April 15, 2024. The recipient attempted to use the gift card in October at the Sephora store and was advised there were no funds available on the card. I reached out to Kroger’s customer service line and waited over 10 days for them to investigate. After my third follow up, I was advised that a check will be issued to refund my money. They did not provide a reason for the issue, just that my money would be refunded. That was 11/5 and I still have not received a check. When following up, I was asked to be patient because their “check department “ is backed up. I’ve called and asked to speak with a supervisor, I’m advised they are going to say the same thing. When I ask to refund my card that was used to purchase the gift card, I was advised it goes back too far. I’d like my money refunded immediately.

  Business Response

  Date: 12/18/2024

  Thank you for contacting us and we have reviewed this concern.  The notes in the case state the gift card refund was approved and mailed to the customer on 12/10.  Please allow 10 - 12 business days for delivery by us mail. 

  Thank you.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1st, 24, I attempted to purchased four $500 **** ***** gift certificates at store **** ********* **. I did it for the fuel points since we were about to purchase carpet from **. I purchased the giftcards at customer customer service since it was a large purchase and I had already notified my CC cumpany that the sale was legitimate. Customer service manager (Ranetta) rang the $2,000 sale with no issue, but one $500 card would not activate for some unknown reason. Therefore, she rang a $500 refund and told me to get another $500 card off the display, so I did. It rang and activated. The next day, I went to purchase the carpet and one of the cards would not work. I immediately went back and talked to the customer service person who rang the sale and she told me that it was possible she inadvertently gave me back the card that would not activate. Unfortunately, the trash can that she through away the other card had been disposed of and could not be retrieved. It's also possible, that I just had another defective card. I have spent hours on the phone with Kroger Card Services trying to get a refund. I have filed 3 claims, but when a follow up they say the claim has been canceled. The most current claim (********) was filed 6 weeks ago with no response. So three times I have submitted all the receipts, cards and packaging without a response. I feel like Kroger is acting like I'm trying to do something dishonest. I have even submitted my customer card # ************ for them to see the huge amount of money I spend at Kroger. I have not yet filed a complaint in small claims court, but the will be the next step if I continue to be ignored.

  Business Response

  Date: 11/27/2024

  Thank you for contacting us and we have reviewed this concern.  The case ******** show the refund was approved by the issuer, we are submitting that back to the customer's credit card and their bank should post this credit within 10 business day.

   

  Thank you.

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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.

  Fred Meyer, a division of Kroger, advertises that the use of their "Kroger Pay" electronic payment in the store will result in a 5% cash back reward. Use of Kroger Pay is impossible in the ********* store. I have tried for months to make it work. Each time I shop, I am not able access the advertised benefit. I have emailed the company at least three times and answered their many questions about the model of my phone, the version of their app, when I'm shopping, etc. None of the employees on site are made aware of the program, much less trained to help customers use it. It may be as simple as a connectivity issue. I suspect this because it is also very challenging to access their digital coupons while in the store. Regardless, they have not been successful in making Kroger Pay usable. If it's not usable, customers should be compensated or they should stop advertising a benefit they are not willing or able to supply.

  Business Response

  Date: 11/27/2024

  Thank you for contacting us and we have reviewed this concern.  This information has been sent to ** **** to determine the account rewards benefit and the customer's account.  With the holiday, we expect a response from the bank early next week 12/2.

  Thank you and we apologize for any inconvenience.

  Business Response

  Date: 12/23/2024

  Our tech team worked with the Fred Meyer store team, store manager is D*** L*****, to test Kroger Pay on 12/3 and it worked correctly. Team found there were locations in the store with spotty wi-fi but works at the cash registers, front end and were working to complete and fix this issue. We asked the customer to try again when shopping and if they experience any issues to please let Mr. L***** at Fred Meyer store 70, *********, OR know and share any other feedback so the store could assist with these concerns.  Seeing the actual examples real time, any error screens is helpful if the customer can please share that with the store team. 

  Thank you,

  Customer Answer

  Date: 12/30/2024

  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 for your efforts to resolve this issue for your customers. 

  I look forward to trying it out on my next shopping trip!

  Happy New Year!

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

• Initial Complaint

  Date:11/07/2024

  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.

  Well I went into the Kroger's store to customer service and purchased a gift card den dis cash back at same time they saying .y card was declined it happened on October 11th 2024 and Kroger's took the money out my bank on the 15th even wen they say the card was declined but they still charged me and I didn't get wat I purchased and now they acting like they can't giv me my 583.50

  Business Response

  Date: 11/20/2024

  Thank you for contacting us, this information has been shared with our accounting/billing department.  Please allow 48 business hours for research and response. 

  Thank you.