Complaints

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

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Casey's General Stores has 88 locations, listed below.

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  Casey's General Stores

  1 SE Convenience Blvd Ankeny, IA 50021-9672

• 

  Casey's General Stores

  6110 Merle Hay Rd Johnston, IA 50131

• 

  Casey's General Stores

  2150 E Army Post Rd Des Moines, IA 50320-1822

• 

  Casey's General Store

  901 S Walnut St Hartford City, IN 47348

• 

  Casey's General Store

  730 Taft Ave Ottawa, OH 45875

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:09/12/2022

  Type:Delivery 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 have a loyal rewards member and have exceeded the 10 pizzas by far and my account always resets and says I need 10 more in order to get a free pizza. I am never able free pizzas. I believe I am owed like 2 by now! I have had contact with them, and no one follows up to this glitch. My email address is ************************ and my phone number is **********. Pull up my history - many pizza orders, with ZERO redemptions of free ones. Also, my order on 8/9 (#*********) hasn't shown up on my account. There is a glitch and no one will fix it!

  Business Response

  Date: 09/12/2022

  Hello ****,
  
  Thank you for reaching out to us regarding your box tops in your Casey's Rewards account.
  
  To view your box top counter on your Rewards account, sign in and select Rewards.
  
  
  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 purchased 10 large pizza's and a free pizza was added to your saved offers.  Box Top pizza's expire after 60 days.
  
  
  Your saved offers can be viewed under the Rewards section of your account.
  
  
  We appreciate your patronage, and we hope to serve you again soon!
  
  Thank you,
  Darcy 
  Casey's Guest Relations

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18006282
  
  I am rejecting this response because it is not accurate.   
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/15/2022

   

  Hi ****,

  I'm happy to add a free ************* to your rewards as a guest courtesy.

  This has been added to your saved offers in Rewards.

  Please feel free to reach out if you have other receipts not added to rewards, and I'll be happy to add box top credits for any purchases you made that you did not receive box top credits. 

  Please provide date of purchase, store number or address of store you purchased pizza, receipt number or last four digits of debit or credit card used.

  Thanks,

  Casey's Guest Support

   

   

• Initial Complaint

  Date:09/08/2022

  Type:Delivery 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 made repeated purchases to receive a gas discount that I don't get. Contact with the company only gives me more trouble. Caseys general gas station stores advertising a gas discount for purchases over $10 before taxes. I have made multiple purchases, and still not receiving the discount. The corporate phone number is always on a 'reached us outside of business hours' between 8am-4pm, no matter what day I call, no answer. I got 1 message from someone in corporate and their answer was to tell me I received it, even though I didn't. My discount is at 0. Its obvious there was no discount recieved. I shop here specifically for the discount and the continuous fraud by Casey's is not being handled. Who else do I report this to?

  Business Response

  Date: 09/12/2022

  
  Hello *******,
  
  Thanks for reaching out to us about the Spend $10, Earn 25 Per Gallon On Your Next Visit offer.
  
  In review of your account, you earned $3.25 in fuel discounts on this promotional offer.
  
  I was able to locate your receipt, and you did use your $3.25 in fuel discounts on 9/7 at our ********* store and saved $61.36 on that fuel purchase.
  
  Receipt #*******

  
  Thank you for your patronage, as your business is sincerely appreciated. We do hope you will allow us the privilege of serving you again.
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  ************
  M-F 8am - 5pm
  Sat 11am - 5 pm

• Initial Complaint

  Date:08/08/2022

  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.

  On July 28th I visited Casey's to purchase a phone service refill card. When I was at the register I also grabbed a small cooky cup. The cashier scanned both items and processed the transaction using my debit card for payment. The transaction was approved and also shows approved on my bank statement. The transaction should have been completed at that point but the cashier continued to manipulate the cash register keys and within seconds the terminal showed Error message and the cashier immediately grabbed the phone card off the counter and said "I can't sell this item to you." I replied that she Already sold it to me and that the transaction was approved but she replied the transaction had been cancelled and then she then took the original reciept to the manager that was onsite and after speaking in the office privately, she came back and said that the mjney would be returned immediately and that is was probly already back on my card. She then re charged me for the cookies so I made 2 purchases and left eith only One item purchased. She pepared a different reciept which stated that 00 amount was processed and it said cash refund of $27.26 was issued but she did not give me any cash back for a refund but she did tell me to come back later if there was a problem since she would be there til midnight. I returned around 5 or 6 pm but at that time she changed her explanation of refund saying it takes up to 72 hours for refund. I called my bank. No refund pending and since it was debit I had to contact the merchant myself. Which I did. The third time I went in there was July 31. Later in the day but missed the manager. I asked to speak to someone else and the 2nd Assistant came to the register and immediately asked me in a rude manner if this was about the phone card. She wasnt present when the issue occurred but yet she knew exactly what I was there for. Basically its been over a week, ***************************************** otherwise. The entire amount is $29.45.

  Business Response

  Date: 08/09/2022

   

  
  Hello ******,
  
  Thanks for reaching out to us and sorry to hear about the phone card activation.
  
  We have issued a refund in the amount of $29.45 back to your card ending in 6600.
  
  Please allow 5-7 business days for this credit to settle back on to your 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:08/05/2022

  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.

  This complaint is in regards to the home office app promotion involving points. About 2 weeks ago they apparently change their IT system and now a lot of people are locked out of their complaints. According to the store manager, the change even affected the gas pumps. I can not access my points.

  Business Response

  Date: 08/09/2022

   

  ****************,
  
  Thank you for reaching out to us regarding your Rewards account.
  
  Please follow the steps below to successfully reset your password and access your Casey's Rewards:
  
  1) Visit www.caseys.com/login (use email **********************)  and select "Forgot Password".
  
  
  
  2) Enter your email address. If there's a Casey's account associated with it, we'll send you a link to reset your password.
  
  The password reset link has a 30 minute window to go and successfully update your password. Repeat the steps above if you need another link.
  
  *If you do not initially see the email, please be sure to check your junk/spam or promotions inboxes. The email is titled "Casey's - Forgot Password" and is sent through *******************************.
  Please reach out to your email service provider if you are unable to locate the message as it may be blocked by a spam filter set on your email domain.
  
  Please reach out to us if this doesn't resolve your issue.
  
  Have a good day!
   
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  ************

   

• Initial Complaint

  Date:08/04/2022

  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.

  Sends me text for deals but doesn't honor them in the store. I repeatedly requested my personal information be deleted from the stores system including my rewards acct information and personal contact information. Although I deleted the account on my end, the company still has my information stored so when I call to reference the deleted account, the employees can still see all my personal information, which means my request for total deletion of my personal information from your system has not been honored. I do not want my personal information stored in Casey's system regardless of my rewards account status. I have requested multiple times and still has not been completed.

  Business Response

  Date: 08/05/2022

   

  Hello Katie,

  Thanks for reaching out to us.

  We are sorry to hear the offer did not save on your rewards account and are happy to gift you two free cookies as a guest courtesy.

  You are now able to delete your rewards account within rewards.

  Your personal account information has been moved into a queue for deletion.

  Thanks,

  *****

   Casey's Guest Support