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

  1 SE Convenience Blvd Ankeny, IA 50021-9672

• 

  Casey's General Stores

  1802 Highway 71 S Okoboji, IA 51355-7746

• 

  Casey's General Stores

  303 River Avenue South Belmond, IA 50421-1019

• 

  Casey's General Stores

  624 W 5th Wilton, IA 52778

• 

  Casey's General Stores

  PO Box 3001 Ankeny, IA 50021

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:06/19/2023

  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 Large thin regular cut sausage pizza, with light sauce, extra cheese, and light sausage on June 18th 2023 at approximately 1:15 AM from *********************************************. The pizza is square cut, appears to be regular and not light sausage, and appears to be undercooked and chewy.

  Business Response

  Date: 06/28/2023

  
  Hello *******,
  
  Thank you for contacting Casey's.
  
  We apologize for the experience with your recent order.
  
  We have requested a full refund for the amount of $22.27.
  
   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,
  **********
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  went to pay at pump. it said transaction canceled but put a hold on all the cash left on card. it still has not been released.

  Business Response

  Date: 06/22/2023

  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.

  We would be happy to supply your card holder with a release form if you are still experiencing this hold.  
  
  Thank you for choosing Casey's!

• Initial Complaint

  Date:05/22/2023

  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.

  on 5/20/2023 I used the Casey's app to order a pizza delivery. When the transaction was completed I was given an estimated delivery time of 1:57 PM. At 2:02 I get a text message that says my pizza will arrive at 2:00 pm and to click the link to track my pizza. since it was late I hit the button just to be informed my pizza would not arrive until 2:30 pm. I called Casey's in Brighton to cancel my order. I was told the order could not be canceled and started giving me a list of actions I would have to complete. I never applied to work at Casey's. I didn't hire a third-party delivery service. I didn't use the app for the convenience to call 800 numbers while my pizza is sitting on the shelf getting cold. I literally could drive to a different pizza chain and back home before i could track when my pizza would be delivered.

  Business Response

  Date: 06/15/2023

  Good Morning ****,
  
  We, at Casey's, apologize for any inconvenience you may have experienced during your last order. 
  
  We have submitted a full refund of **** to your card ending 8358.  We have also added back the free large pizza you used for the order.  That will be found under your saved offers and be available to you for 30 days.
  
  Please let us know if we can assist you any further.   
  
  
  
  Thank you,
  **********
  Casey's Guest Relations

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20085091
  
  I am rejecting this response because: I do not have the free pizza back on the app or any way to redeem the free pizza I already earned.  Attached is a screenshot of my rewards.  If everything was done the way the response was issued, I would be satisfied.  But it is not.  I tried calling Casey's cooperate and could only get messages that customer service was in service trained.  There was no way to leave a message or return number.  I have taken many extra steps to resolve this but I feel Casey's will just say anything for it to go away.  What happened?  Why won't anyone talk to me?  What can I do different to get the service you advertise?  Please advise.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/22/2023

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

  We apologize you were not satisfied with our First response.  We see you were able to use the free pizza on June 20th, that we had issued to your rewards account.  

  Please let ** know if we can assist any further.  

  Thank you ************ 

• Initial Complaint

  Date:05/18/2023

  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.

  5/17/2023 I ordered a pizza from the Caseys on ***************, ***********, **. The pizza was under cooked and made wrong. I called and they told me I had to come in person to get a refund. I did so and they told me they no longer could, I had "The wrong receipt" (The ONLY receipt they had provided me) I would like my money back that I spent on ***************

  Business Response

  Date: 05/25/2023

  Hello *****,
  
  Thank you for contacting Casey's.  We apologize for any inconvenience your recent order may have caused.  
  
  We have sent in a full refund for your order and we have also refunded your Casey's cash that was used for the purchase.  
  
  We appreciate your business and hope to serve you again soon.  
  
  Have a great day.  
  
  Thank you,
  **********
  Casey's Guest Relations

• Initial Complaint

  Date:05/08/2023

  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.

  refuses to provide a receipt for $37.70 today in gasoline purchase. this is the 3rd time this has happened - I have waited each time and each time they fail to produce the receipt. this is no way to run a business. the management knows they have a problem but has done nothing to fix it.

  Business Response

  Date: 05/09/2023

  Good Morning Mark,
  
  Thank you for contacting Casey's.  We apologize for any inconvenience with the pump not printing a receipt.  
  
  Could you supply ** with the address of the store you are referring to and the last 4 of the card used to purchase so we can get you the receipt you are needing.   
  
  Thank you,
  **********
  Casey's Guest Relations

• Initial Complaint

  Date:04/24/2023

  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.

  04/22/2023 $19.54 Manager brought out curbside delivery with just half the order. **** my receipt after not believing me, came back 10 mins later with remainder of order. Explained that now I'm late picking up kids and the first part of order is cold and won't be good. He offered to remake it but as I said he made me late to pick up children and had to wait any additional 10 mins. Couldn't wait any longer, he appeared to be annoyed and his tone changed considerably. When I arrived home with the hot food now cold and the wrap he had to go make I noticed that the wrap is just thrown together. I use Casey's 4-5 times a week and feel he should have refunded or been kinder for all the inconvenience caused. Hot food now cold, cold food thrown together. It was the manager of the Cayuga ******* store on 234.Horrible service. Not sure I even want to go back and had to order from somewhere else for dinner due to his negligence and rude behavior.Huge disapointment.

  Business Response

  Date: 04/24/2023

  
  Hello ****,
  
  Thank you for reaching out to Caseys.
  
  We apologize for any inconvenience this delay may have caused you. Caseys leadership team will provide additional training to ensure orders are available at the quoted time, hot and fresh.
  
  As a token of our apologies, we have refunded you the total for your recent purchase.  
  
  We appreciate your patronage, and hope to serve you again soon!

  Thank you,
  Casey's Guest Relations

  Customer Answer

  Date: 04/27/2023

   
  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:04/20/2023

  Type:Customer Service 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.

  Ridiculous you cant get any customer service help, Ive sent multiple messages trying to have resolution but no one bothers to respond to you. I was a long time Caseys employee and I was always fond of them. Unfortunately, the last few years it just isnt the same. There is no longer the feeling you as a customer matter just as has been shown with my last experience. January 7, 2023 I ordered pizza while traveling and I was due for a free pizza but I didnt want to have to use it at that time, I wanted to save it for a time I might be struggling as I was back and forth between states working on my late fathers estate. So I checked pay at store so I could pay without using my rewards thinking since I paid cash for the pizza it wouldnt deduct my free pizza, I had it rung up without using my rewards number. Unfortunately, I lost my free pizza even though I paid cash for it. And while yes this doesnt seem like a big deal but to some it is. Yes Im not dying because I dont have what I lost but the fact that I have tried contacting this business on numerous occasions and apparently is little people dont matter like they use to since they cant even bother to respond. What upsets me is they just cant even bother themselves with responding to their emails. So to me something seemingly small has become a sign the dont care about their customers. They tried to hard to be like QT where there is no personable experience, youre just a number to get you in and out not the family Caseys I grew up knowing and working for!! And I havent bought another pizza since!

  Business Response

  Date: 04/20/2023

  Hello *****,
  
  Thank you for contacting Casey's.  We apologize for any inconvenience.  
  
  When you have a free pizza in your account it will automatically apply to the next order you place.  
  
  We have added the free large pizza to your rewards account.  
  
  We hope to serve you again soon.  
  
  Thank you,
  Casey's Guest Relations

• Initial Complaint

  Date:04/07/2023

  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.

  When I go to Caseys I type in my number to earn points but when I try to log in on the app it says that my email isnt associated with an account. I tried my old email, didnt work. So when I try to make an account it says my phone number is already associated with an account. I have contacted Caseys and didnt hear anything back. How do I get into my app to see ********* and stuff? I have never been able to get into the app.

  Business Response

  Date: 04/12/2023

  
  Hello *********,
  
  Thank you for reaching out to Caseys.
  
  Your rewards account was set up with email ************************* and phone number **********
  
  Please follow the steps below to successfully reset your password.
   
  Visit www.caseys.com/login and select the Forgot Password button.
  
  Enter the email connected to your Rewards account and click Submit. 
  An email with a link will be sent to the email entered as long as an account exists. The password reset link is only valid for 30-minutes after requesting. Repeat the steps above if a new link is needed.
  
  *If you do not initially see the email, please be sure to check your junk/spam or promotional inboxes. The email is titled Caseys Forgot Password and is sent by *******************************.
  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 by your email domain.
  
  Please let us know if we can be of any further assistance. Thank you for choosing Caseys!
  
   
  
  
  Thank you,
  Casey's Guest Relations
  ************

• Initial Complaint

  Date:04/03/2023

  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.

  Was over charge $46.08 on my credit card from pay at the pump. The receipt shows correct amount ***** but the amount bill to my discover card was 75$. I was about *********************************************************** of the purchase. After noticing the amount I tried to call the store but they let the phone ring for over 5 minutes no answer. Called and here Caseys general store support center and there is no one to man the phones after 5pm. Just would like my money back. Maybe some store credit for my time spent trying to get ahold of one of thier employees to fix thier error.

  Business Response

  Date: 04/04/2023

  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:03/22/2023

  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 company attempted to fraudulently charge my bank account. When contacted, one of their manager said it was just a hold which would be reversed within 24hours. It has been a week since the charge is pending on my bank account. Their only argument is that ,the charge is pending but why was the hold even initiated? The amount is also too much to be considered a hold. I am not a billionaire, $80.33 out of my account is a lot of money.

  Business Response

  Date: 03/22/2023

  
  
  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. This amount is determined by the card processor and not a Casey's 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

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19631992
  
  I am rejecting this response because: 

  As Caseys representative mentioned, a hold occurs upon a transaction but in this case, there was no transaction at all. 

  Sincerely,
  
  **********************

  Business Response

  Date: 03/23/2023

  
  Hello ******,
  
  Thank you for reaching out to Casey's.
  
  We apologize for any inconvenience this may cause. When you swipe your card at the pump, some card issuers require a temporary pre-authorization hold.

  This pre-authorization happens on your card side before the transaction as it is pre-authorizing.

  This amount is determined by the card processor and not a Casey's 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. If you did not make a purchase, you will not be charged. 
  
  Thank you for choosing Casey's!
  
  
  
  Thank you,
  Casey's Guest Relations