Business Profile

Convenience Store

Casey's General Stores

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Casey's General Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

132 total complaints in the last 3 years.
21 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:01/05/2023
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.
Looking for a refund due to being overcharged on an item and the stores excuse was due to how the system was programmed and there was nothing that could be done about it.The quality of the food was extremely poor and low in quantity.There are also some other issues i would like to address, however i would need the corporate contact information in order to do so.
Business Response
Date: 01/10/2023
Hello Brandynn,

Thank you for reaching out to us!
I did leave you a message on phone number provided for some information about this purchase on 1/6/23.
Please provide me with some information about the purchase, such as date of purchase, store number or address of store you made the purchase, receipt number or amount of purchase and method of payment including last four digits of credit card used.

I would be more than happy to look into this transaction and make sure you were charged correctly.

Feel free to call us.

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:12/27/2022
Type:Customer Service 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 need to change my rewards number from ************ to ************. However someone has an account under my new number. I have emailed support over a dozen times and called their customer service number. Unfortunately they still have not changed my number. Also I have lost points because I was putting my new number in and someone else was getting those points.
Business Response
Date: 12/28/2022
Hello *******,

Good news! Casey's Rewards members now have the ability to update their phone numbers and email address on their account.

Please follow the instruction below on how to change your phone number and email:

1) Visit www.caseys.com and sign into your Rewards account.

2) Select "Account" from the drop-down menu located in the top right-hand corner of the screen.

3) Select "change" next to your mobile number listed under your account's "Personal Information". You can select "change" next to your email address there as well.

4) Enter and confirm the desired change in your phone number and select save changes.

If your phone number is associated with an existing account, simply request the verification code. This will text you a one-time code that you will enter for verification and allow for you to "claim" you phone number:

It will take about an hour for these changes to reflect on your app.

Have a good day!

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 12/28/2022
They've been sending me this same response for 3 months now. They also tell me to call the ***** number. I've done that twice and given the person on the other end my password. They don't fix it either. Additionally when I try to change my number it states my number change is processing. See attached screenshot. As a valued customer you'd think they would want to actually fix the problem instead of copying and pasting a canned response over and over and emailing that to me.
Complaint: 18641589

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 12/28/2022
Hi *******,

Thanks for reaching back out and providing that information.

As you know, we are not able to change this information and this must be done by the rewards member.

It looks like you last changed your email on 11/19 and 11/26 and last changed your phone number on 11/23.

Sometimes too much activity can get bottlenecked in the system.

I will reach out to our digital team to see if they can determine the issue.

Your account is still active and you are still able to use the number you updated it to on 11/23 to earn points.

Thanks,
*****
Casey's Guest Support
Initial Complaint
Date:12/27/2022
Type:Service or Repair 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 ordered a pizza at 2:44 payed for it got email said delivered by 4:02 never came I called the store 10 times no answer gave up on pizza at 5:47 delivery guy calls and says he had to stop at ******* to get a phone card that's why he's 2hours late with my cold, dryed and hard pizza it was terrible no way to heat it up motel don't have microwave it costed me 20something dollars for something I couldn't eat someone should have to answer to this and give me my money back and the tip I gave the driver it was 20 percent and 6 more he got for gas from me when he showed up I was happy he showed up. Didn't know it was going to taste like that all together it costed me allmost 28 $it took 3 hours to deliver it's sitting on the table can't it it
Business Response
Date: 12/28/2022
Hello Mark,

Thanks for reaching out to us and sorry to hear about the Door Dash delivery order.

We have issued a full refund in the amount of $20.96 back to your card ending in 2313.

Please allow 3-5 business days for this credit to settle back on to your account.

I have also added the $0.41 of your Casey's cash used on the order back to your rewards account.

Again, please accept our sincere apologies. Thank you for your past patronage, and we hope you will allow us to serve you in the future.

Thank you,
Darcy
Casey's Guest Relations
Initial Complaint
Date:12/19/2022
Type:Service or Repair 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 went to a casey's earlier today & cigarettes were higher then priced. The lady showed me on her app what to do to "authorize adult notifications " meaning cigarettes or alcohol if your 21 or older. To receive discounts or whatever... Even though it doesn't say that in the store it shows a certain ********** is suppose to work when u enter your # at register... So, I got home re-downloaded the app (took it off before, bc I didn't use it bc wasn't going there much) I should have had some points still from when I did go to caseys quit a bit. Anyways it keeps saying "Sorry user is disabled!" When I try to log into the app.... I never disabled anything & if it is disabled, why did she say my number worked & should receive points for my coffee I bought wh my cigarettes?... I just want to know what's up wh my account & why it's "disabled " and I have no clue abt my points, bc I can't access my rewards acct. The phone ********* I entered on this site (BBB) to file this, is what is associated wh my Caseys reward account. As u see in screenshot it's the time I am filing this bc I did it again to make sure was still saying ******* is. Thank you
Business Response
Date: 12/19/2022
Hello *******,

Thanks for reaching out to us and sorry to hear you are not able to access your rewards account.

The "Disable User" error message is a known issue our digital team is working to reolve, but once notified can get your account working within 72 hours most of the time.

I will notify them so we can get this addressed.

You are still earning points and did get $1.20 discount on last tobacco purchase using rewards.

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:12/02/2022
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.
Ordered 2 pizzas through app BOGO Deal ( buy 1 get 1 40%off. Used my rewards for another $11 off. Total was $17. Got a fountain refill and 2packs of cigarettes, used coupon for an additional $16 for a total of $34+tax was charged $44. Got home opened pizzaand they were the wrong ones, checked app my $11 in casey's bucks was wiped out. To top it all off I had 2 more box tops to go for a free pizza and it to was reset to zero. I have the receipt and there's a "ten tax" I was charged. What that is I don't know. BTW many customers have complained that the fountain Coke is terrible but nobody fixes it. And when I stand in front of the cashier waiting for him to get done texting his girl so I can pay is unacceptable to say the least. And why can't I get a coffee 2 hrs before close because they say they are cleaning all 3 machines (all 3 in self cleaning mode). But it's OK to drive down and waste my fuel and time. I wrote corporate and received nothing back. Sad
Business Response
Date: 12/02/2022

Hello ****,

Thanks for reaching out to us.

On 11/27 you placed an online order using BOGO 40% off and $11.00 Casey's cash.

This was applied as follows:

Image_2022-12-02_14-29-33.png

Image_2022-12-02_14-18-04.png

Once you accumulate 10 box tops, the counter returns to zero, and a free large pizza up to the value of a specialty pizza is added to your saved offers to be redeemed for your next qualifying order.

You have a free pizza in your saved offers.
We will **************** drink repair with our techs and coffee being available with the store management.

We appreciate your patronage, and we hope to serve you again soon!

Thank you,
Darcy
Casey's Guest Relations

Customer Answer
Date: 12/10/2022

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.

Sincerely,

***********************
Initial Complaint
Date:11/30/2022
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.
My Casey's account has apparently been disabled and I did not disable it. Why?
Business Response
Date: 11/30/2022

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

Thank you for bringing this to our attention, and please accept our apologies for any disappointment with your rewards account.

I'm sorry to hear you are receiving the disabled account error message.

Our Casey's digital team is working on the "fix" for this known issue. I will share your email address, and typically accounts are functioning in ***** hours.

Your feedback is truly appreciated, and we hope to serve you again soon!

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 11/30/2022

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.

Sincerely,

*********************
Initial Complaint
Date:11/15/2022
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.
tried ordering sandwiches at multiple locations around ******** ******** on 11/14/2022, and NONE of the store would accept order.
Business Response
Date: 11/16/2022
Hello ******,

Thank you for bringing this to our attention, and please accept our apologies for any disappointment with not being able to order made-to-order subs at our stores.

Casey's is phasing out made-to-order sandwiches and will keep our cooler full of ready to go sandwiches and wraps.

I apologize for your frustration.

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 11/16/2022

Complaint: 18404502

I am rejecting this response because:
If you are not going to offer a item, then remove it from your online menu.

Sincerely,

*************************
Initial Complaint
Date:11/14/2022
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.
Casey's has a Rewards program in which they consistently fail to award the points indicated on their website. For instance they list a reward of 250 points for purchase of a slice of their pizza. For that particular one, I have never received those points after buying the slice. Also, I sent a letter to the address indicated to receive a list of their previous winners. I have never gotten a response for that.
Business Response
Date: 11/16/2022

Hello ***,

Thank you for bringing this to our attention, and please accept our apologies for any disappointment you experienced with the 250 Bonus Points When You Buy a Slice offer.

I have added 250 points to your rewards for this offer you qualified for with your 11/11 purchase at our ******* store.

Your feedback is truly appreciated, and we hope to serve you again soon!

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 11/17/2022

Complaint: 18396465

I am rejecting this response because: I sent a letter requesting a list of winners of Casey's previous promotions. I still need that list. Casey's sent *************************************************************************************** for the same purchases I have made in the past. It seems like they choose which ones to issue and which ones not to. It should be consistent. This makes me question Casey's integrity.

Sincerely,

*******************
Business Response
Date: 11/18/2022
Hi ***,

Thanks for reaching out.

I did find you saved the 250 Bonus Points When You Buy a Slice offer on 11/10 and purchased a slice of pizza on 11/11.

Please accept our apologies for that offer not successfully loading. I have added the 250 Bonus Points for that offer on 11/16.
Please share which promotional campaign you would like a list for? We would only ever supply first name, last initial and state of any winners.
All winners are notified.

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 11/21/2022

Complaint: 18396465

I am rejecting this response because: Casey's has a rewards program that doesn't comply with what is presented. I don't expect they will make it right. It is not
worth my time to respond further.

Sincerely,

*******************
Initial Complaint
Date:11/01/2022
Type:Service or Repair 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.
For the last couple of weeks, I have been unable to access my rewards account. It continues to tell me user is disabled even after resetting my password more than once. I have emailed through the contact us page and can only get a canned response of were aware of the situation and to rest assured Im still earning my reward points. Which I cant confirm because I cant insure all my purchases are being captured since I cant access the app! I have asked multiple times when submitting the message through the contact us page for someone to please give me an actual answer but those requests go ignored. I have bonus points I cant even redeem because they need me to accept the offer through the app, which I cant do. The offer code expires today!I am requesting a resolution to this issue with my account or at the very least, an actual response with an SLA on when I can expect this to be corrected instead of the generic were aware.
Business Response
Date: 11/01/2022
Hi ******,

Thanks for reaching out to us and sorry to hear about the account issue.

Our digital team alerted us that some rewards accounts may have this issue and that they are working to provide resolution.

We have notified the digital team and your account will be working within ***** hours.

Thank you,
Darcy
Casey's Guest Relations
Initial Complaint
Date:10/28/2022
Type:Service or Repair 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.
Used my Hy-Vee fuel saver card at Casey's Store # ****. Went through all the prompts on screen until it said start fueling. When I was done the receipt showed that i didn't get the 20 cents off per gallon. I went inside and the store manager said sometimes the machine doesn't work. But there was nothing she could do. So i called Casey's main office in ****** and they said that i would have to go back to Hy-Vee and see if they will give me another 20 cents off per gallon. I feel it's not Hy-Vee's problem its Casey's problem because it's their pump that's at fault. Its more the principle than the $4 but they were very arrogant about it with a tuff luck attitude. I pumped over 21 gallons of gas and the 20 cents off is for up to 20 gallons. I would like a check sent to me for $4.
Business Response
Date: 10/28/2022
Hello *****,

Thanks for reaching out to us and sorry to hear about the $0.20 Hy-Vee fuel saver discount not working at our pump.

Please share your receipt number or last four digits of credit/debit card used on purchase along with your Hy-Vee fuel saver number, and I will request your Hy-Vee fuel discount restored to your Hy-Vee Perks card.

We partner with Hy-vee fuel rewards and they are always happy to help.

Thank you,
Darcy
Casey's Guest Relations
************
Customer Answer
Date: 11/03/2022

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.

Sincerely,

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

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Casey's General Stores is NOT a BBB Accredited Business.