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Business Profile

Convenience Store

Casey's General Stores

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

Complaints

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

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

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Yes at 530 pm at ********************************** in 36 dollars gas in my ******************************************************************************* over 150 dollars extra I went in told cashier about it she told me there card reader had been updated they need about it malfunction no sign on pumps that it was the pumps fault not there's it could take days before I see refund . How do I get 150 dollars back from them today

      Business Response

      Date: 08/17/2023

      Hello *****,

      Thank you for reaching out to Casey's.

      We apologize for any inconvenience this may cause. When you pay at the pump, some card issuers require a temporary pre-authorization hold. Pre-authorizations will drop off your account, and you will only be charged for the amount you purchased once the transaction is fully processed.

      Thank you for choosing Casey's!

      Thank you,
      **********
      Casey's Guest Relations

    • Initial Complaint

      Date:08/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      August 7, 2023 I placed an online order for pizza at Caseys in ********. I went to pick up my pizza and they had given it to another customer. There was one person working in the kitchen and she was very rude and was swearing at me. She said she would make another pizza but she was not wearing gloves and handling food with her bare hands after wiping her face. I left without pizza I had pain for and after numerous attempts to receive a refund, still do not have a refund. I have attached a letter I received about food safety which has nothing to do with my refund.

      Business Response

      Date: 08/16/2023

      Hello **** ****,

      Thank you for contacting Casey's.

      We apologize for the experience with your recent order. Looks like a team mate of mine was able to process you a refund on 8/15/2023.  

      We have requested a refund for the amount of  $13.14. 

      You should see that amount back on your payment account in 3-5 business days. 

      Please let us know if we can be of any further assistance. Thank you for choosing Casey's.


      Thank you,
      **********
      Casey's Guest Relations

      Customer Answer

      Date: 08/16/2023

       
      Complaint: 20477940

      I am rejecting this response because:

      I have been contacting customer service about this for over one week. I have received various contradicting responses directly from the manager and assistant manager at the Caseys location in ********, ********. I have also not had a satisfactory response regarding my reimbursement from customer service. To be told to wait an additional 3 to 5 days for a refund after requesting one over a week ago is not acceptable. The unsanitary way of handling food is also unacceptable. It shouldnt be this hard to get a credit back on my card.

      Sincerely,

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

      Business Response

      Date: 08/16/2023

       

      Hello **** ****

      We are sorry to hear you were not satisfied with our refund.  Our process in these situations is to take care of the food Safety issue first as that is a main priority.  We are sorry that took a few days for that team to look into your concerns.  The refund was processed yesterday. 

      As an additional token or our apologies we have added a free large pizza to your account.  

      We hope to serve you again soon.  

      Thank you,
      **********
      Casey's Guest Relations

    • Initial Complaint

      Date:08/09/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 rewards earned have disappeared from your site

      Business Response

      Date: 08/10/2023

      Hello *****,

      Thank you for contacting Casey's.  We are sorry to hear you are having troubles with your rewards account.  

      We are showing that you have ****** points currently on your account.

      May we suggest that you sign out of the app and sign back in.  This should reset your account and you should see your points.  

      Please let us know if you need any additional assistance.  

      Thank you,
      **********
      Casey's Guest Relations

    • Initial Complaint

      Date:08/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 for DELIVERY through the Casey's app from the ******** Casey's, and never received my pizza order. I received a text saying my delivery was cancelled. I immediately called to ask why. They claimed the pizza was picked up already. I told them I had not picked up the order. I spoke with the assistant manager, who said a manager would call me back. He did not call. I called again and spoke with the assistant manager again. She again said a manager would call me and was clearly annoyed. I never got a call, so I called again. I was again told a manager would call me. I have never gotten a call yet, not one, and I was CHARGED for a pizza order that I never received. The assistant manager was rude and annoyed, and acted like I was lying. I'd like a refund, including the tip I paid for an order I never received.

      Business Response

      Date: 08/03/2023


      Hello ******,

      Thank you for contacting Casey's.

      We apologize for the experience with your recent order.

      We have requested a refund for the amount of $29.42. 

      You should see that amount back on your payment account in 3-5 business days. 

      Please let us know if we can be of any further assistance. Thank you for choosing Casey's. 

      Customer Answer

      Date: 08/13/2023

       
      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:07/31/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 bought two packs of Marlboro gold pack 100s. The sign they had posted on the cigarettes at the store did not match my receipt. If my receipt is the correct price and they need to change the price on the cigarettes otherwise it's false advertisement.

      Business Response

      Date: 07/31/2023


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

      Thank you for contacting Casey's.  We apologize for any inconvenience.  

      We are showing Your purchase and the discount did not apply.  We have added the difference plus some for the inconvenience in price, to your rewards account in the form of Casey's cash. That will be available to you for 30 days.   

      Thank you,
      **********
      Casey's Guest Relations

    • Initial Complaint

      Date:07/24/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      They refuse to give me back my money. Its only $8 something but the customer service rep I have been with has not helped me in anyway. They claimed to have refund but my bank informed me it was def not done and then they want to lie about everything. They couldnt even do the right math to figure out my refund. I just want my money back thats it Im tired of the games Im being forced to play.

      Business Response

      Date: 07/24/2023

      Hello *****,

      Thank you for contacting Casey's.  We apologize for any inconvenience.  

      Our records show that our guest relations department added your $8.00 in question to your rewards account in the form of Casey's cash to your rewards account on June 12th.  That will be available to you for your use until August 12th.  

      Please let us know if we can assist you further.  

      Thank you,
      **********
      Casey's Guest Relations

    • Initial Complaint

      Date:07/17/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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've had to wait almost 3 hours for a pizza that I ordered. This is the second time that I have ordered from this store only to get done this way now I have to wait 5 days to get a refund of my money. I also had to completely go out of the door dash and had to wait almost another hour to get a pizza from another pizza place. If they can't make a pizza because they have received a large order then they should not be accepting any more orders. I could have got a pizza from somewhere else 2 hours ago and now I'm still hungry and still waiting for a pizza.

      Business Response

      Date: 07/17/2023

      Hello ******,

      Thank you for contacting Casey's.  We apologize for any inconvenience.

      We had added your free large pizza back to your account and that will be available to you for 60 days.  We have also added $5.00 to your rewards account, in the form of Casey's cash, that will be available to you for 30 days as an instant refund rather than waiting.  

      We will have upper management discuss with the manager at the store, and suggest they turn off the ordering for the times they are preparing those pizzas in such a big order, as to not have other guest having to wait so long.   

      We appreciate your patronage and hope to serve you again soon.  


      Thank you,
      **********
      Casey's Guest Relations

      Customer Answer

      Date: 07/17/2023

       
      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:07/17/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 9th I placed an online order for pickup at Caseys *************************************************************************. The total was $32. Part of my order included a pizza with a gluten-free crust. After placing the online order, I received a call from the store telling me they were out of gluten-free crusts and asked what I wanted to do. I told them I wanted to cancel the whole order because a member of my family has to have gluten-free crust and we would call a different Caseys to order. They stated that they would cancel the order. I have checked my bank account every day following this and the $32 from this Caseys has not been refunded. It is now July 15th and I still have not been refunded the $32. I have called the store several times asking to speak to a manager and every time I am told there is not one there yet. Each call *** explained this situation and my name and number is given and ** told a manager will call me back but no one has called me back. My husband also went into the store in person and asked for a manager and was told again one was not there and he gave name and number and still no call back from the store. My order number was #********* placed at 7:45 pm on Sunday July 9th. How do I proceed with getting the refund on this order that was cancelled? I will never trust ordering online again.

      Business Response

      Date: 07/17/2023

      Hello ****,

      Thank you for contacting Casey's.

      We apologize for the experience with your recent order.

      We have requested a refund for the amount of$32.00. 

      You should see that amount back on your payment account in 3-5 business days. 

      Please let us know if we can be of any further assistance. Thank you for choosing Casey's.


      Thank you,
      **********
      Casey's Guest Relations

      Customer Answer

      Date: 07/18/2023

       
      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:07/10/2023

      Type:Billing Issues
      Status:
      Resolved
      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 charged me $38.13 in August 2022 on my Discover credit card for a purchase I did not make. I have contacted Casey's multiple times and have not been able to get the charge reversed.

      Business Response

      Date: 07/20/2023

      Hello *****,

      Thank you for reaching out.  We apologize for any inconvenience this may have caused you.  

      The card number on the receipt and the card number you have provided us with do not match.  

      We are unable to provide any refunds or credits without being able to verify the transactions.  

      Thank You,
      ************
      Guest relations

      Customer Answer

      Date: 07/25/2023

       
      Complaint: 20291207

      I am rejecting this response because: Please give me a receipt that matches the charge on my credit card of $38.13. I only have a receipt that does not match any of my credit card purchases.

      Sincerely,

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

      Business Response

      Date: 07/26/2023

      Hello *****,

      Thank you for your patience while we look into this further.  

      We apologize for the delay and will contact you as we further with our investigation.  

      Have a nice day.  

      Thank you  ************

    • Initial Complaint

      Date:07/10/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 Thursday July 6 I tried to order 2 pizzas on Caseys website. I put in my information and clicked submit but I got an error code that said I have to refresh the page and try again. I tried 4 different times to place the order and every time I got the same error message. I ended up just calling the store and placed my order that way. The next day however, I checked my bank account and ********************** pizza charged me 4 times for $28.02. The items were still in my cart the next day and there wasnt 5 orders waiting for me at the store so instead of taking my order the website simply took my money every time I submitted my order and thats all it did. Its extremely frustrating that at the end of they day I spent 150 dollars on 2 small pizzas.The attached image shows my items still in my cart the next morning indicating that even after 4 charges to my account, the order never went through. Ive emailed customer service and Ive received no reply

      Business Response

      Date: 07/11/2023

      Hello ***,

      Thank you for reaching out to Casey's.  We apologize for any inconvenience.  

      The charges will just be pending charges and will fall off your account.  

      Thank you,
      **********
      Casey's Guest Relations

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

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