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:03/13/2023
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.
For the past 4 months I have been trying to log in to my rewards account. I've tried making a new password but it says " Invalid formatting error". I haven't been able to access my rewards for months. Previous attempts at Contacting Casey's have been unsuccessful.
Business Response
Date: 03/14/2023

Hello *****,

Thank you for reaching out to Caseys.

According to past email correspondence, It looks like we have tried to recover this account with password resets, clearing your cache and trying a different browser.

If you are unable to access your rewards account, please follow the steps below to create a new account.

Please respond to this email once your new account is up and running, and we will transfer your points as a one-time courtesy.
Create a new account using a different email.
Enter 555 for your area code if your desired phone number exists on another account.

Once your new account is created, go to your Personal Information and select Change next to your phone number.
Enter and confirm the desired change to your phone number and select Save Changes.
Request the verification code. You will receive a one-time code to verify the number entered.

Please reach out if you have any questions. Thank you for choosing Caseys!

Thank you,
Casey's Guest Relations
Initial Complaint
Date:02/23/2023
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.
I keep getting forgot password emails and Ive contacted Caseys by email, phone and through social media. They say no account exists with my email; however how do I get forgot password links if there is no account?
Business Response
Date: 02/23/2023
Hello *******,

Thank you for reaching out to Caseys.

It seems your rewards account is in "Limbo" and we do recommend doing the password reset.

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.

Once you can get signed back into your account you will be able to delete the account in your personal information tab.

Please let us know if we can be of any further assistance. Thank you for choosing Caseys!

Thank you,
Casey's Guest Relations
************
Customer Answer
Date: 02/23/2023

Complaint: 19452889

I am rejecting this response because: I created a new password and when I choose the login button, nothing happens. Somehow it is connected to someone's email. I am able to change the password, but not log in. See attached picture. When I click log in, it just stays on that page.

Sincerely,

*****************************
Business Response
Date: 02/28/2023
Hello *******,

We appreciate your patience with resolving the issue.

We have shared this information with our digital team who is working to make sure your email is removed from the system.

Please accept our sincere apologies for the inconvenience and thanks for all your assistance with working with us.

Thank you,
Casey's Guest Relations
************
Customer Answer
Date: 03/01/2023

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. A member of the Casey's staff called me and was able to delete the false account.

Sincerely,

*****************************
Initial Complaint
Date:02/20/2023
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 bought a caseys gift card for a christas gift and when that person when to us it it had nothing on it. It took awhile to get the card back because this person lives far away The card was for 100 dollars. I took it back to the store i bought it from and was told the had lot of problems with card that were sold in December not working. She made a copy of my receipt and card and said give it a few day since it was the weekend and it would not be taken care of until monday . I was told to give it a few day and by wendesday i should see my refund. Its been 9 day now and I have not seen my money. When i go back to the store and tell them I didnt get my money she yet at me it takes time it a process. I want my money back.
Business Response
Date: 02/21/2023
Hello ******,

Thank you for reaching out to Caseys.
I have emailed you the following request for information.
I need this information to look into this.
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.

We would be happy to assist you with your gift card inquiry. For your security, we do not recommend sharing the full gift card number through email. When sharing your gift card information, please do not share the first 6 digits or PIN.

If you need further assistance, please call us at ************** to speak with an agent.

Thank you,
Casey's Guest Relations
Customer Answer
Date: 02/21/2023

Complaint: 19434109

I am rejecting this response because: I went to the store today were I bought the card at and the manager gave me my money. Why she was mad about it I not sure why.

Sincerely,

***************************
Initial Complaint
Date:02/20/2023
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 received an email stating that a password reset was trying to be done on a Caseys.com site. Thinking it was just spam I went separately to look to see if it was a real business. When I realized it was I did a password reset from the site not the email. I received a new email and set a new password. I see that a completely different name was in the profile (no saved payments) I deleted my email off the profile but whomever used my email in the first place obviously still knows it and can just keep changing it! This business is no where near me and never heard of them till tonight. How can I block my email from being used ?
Business Response
Date: 02/21/2023
Hello *********,

Thank you for reaching out to Casey's.

We apologize for any inconvenience this may have caused you. These emails are legitimate if they are sent from ******************************** If you did not request these emails, please note that they are only sent to the email address listed on the account.

For your security, we do recommend resetting your password to something new and unique to your Casey's Rewards account.

Please let us know if we can be of any further assistance.

Thank you,
Casey's Guest Relations
************
Initial Complaint
Date:02/15/2023
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.
Feb 5 I ordered a pizza via Caseys website for delivery & received a confirmation email that gave est. delivery of 945pm. 10pm & no ****** I clicked on the status link. It told me the order had been canceled. This was confusing considering my card was charged, I received a confirmation email, I had not received any other communication about my ****** *** had not canceled it. I called the store, person answered said person working in kitchen canceled the order because it would have been completed after the kitchen closed. They stated they cant help me tonight but could get me my order tomorrow. I informed them that wasnt going to help me feed my family supper & ended the call. Feb 6 I replied to confirmation email asking when I can expect my refund. I also asked for an explanation how employee can cancel an ************* not be any communication. Feb 8 the transaction for the order went from pending to completed transaction with my bank. This never should have happened. I emailed Caseys again asking for a response. Feb 10 I emailed again *** asked for them to refund my payment by Feb ************************************* when I can expect it & explain why they can just cancel orders without communication. I stated my intention of filing a BBB Complaint should I not hear from them. Feb 13 I submitted a contact us email via Caseys website asked them to please get back to me regarding order & advised *** sent multiple emails asking for a response. Its now been 10 days since I placed the order. I have not received any communication from Caseys *** have not received my refund for an order that I never received because their store chose to cancel the order after it was accepted on their online order site. Id like to immediately get my refund from Caseys ***d like an explanation from them on how an order can just be canceled without notification to the *************** fail to stop the transaction/refund the payment immediately.
Business Response
Date: 02/20/2023
Hello *******,

Thank you for reaching out to us

On 2/15 I reached out to you by phone and email provided requesting some information about the charge and have not heard back from you.

Please provide me with some information about the purchase, such as 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 need this information to look into this.

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 02/20/2023

Complaint: 19408600

I am rejecting this response because: I'd like the company to address how their stores can cancel orders without it prompting an email or some sort of communication to customers and how it wouldn't prompt an immediate refund or cancel the payment transaction so people don't have to go through this or wait so long for their refund.
I have now received my refund. I do still stand by that it should not have had to take this long to get. In fact, I truly believe that the transaction never should have gone from pending to completed because it was canceled. So I'd encourage Casey's to review their financial protocols regarding canceled transactions to improve this.
I have attached screen shots from my confirmation email that has the order number and store information.
I apologize for not returning the phone call. I did get the call. I was at work, checked my voice mail on break, and then got sidetracked by work. When I went to get info from voice mail again to call, the message didn't get saved. So I left it and thought we could settle this via the BBB communicatio channels. And I didn't see the email, it may have gotten caught in my spam/junk filter.

Sincerely,

*************************
Business Response
Date: 02/21/2023

Hi *******,

Thanks again for reaching out.

I'm sorry to hear about the cancelled online order.

I have no record of an order on 2/5/23 associated with the information you provided, which is why I was trying to reach out to you.

I'm not sure if the online ordering system was not turned off. We are sorry for any inconvenience this has caused.

I am happy to share this with the store's upper management for review.

Please accept our sincere apologies.

Thank you,
Darcy
Casey's Guest Relations
Initial Complaint
Date:02/13/2023
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.
I have tried to contact Caseys a number of times regarding closing my account. I was told the method to delete my account and I am still getting quite a few emails for password recovery. At this point, I want someone in the company to confirm my Caseys account has been closed so I no longer receive password recovery emails.
Business Response
Date: 02/14/2023

Hello *****,

Thank you for reaching out to Casey's.

You no longer have a rewards account associated with your phone number and email you provided us.

I'm sorry to hear you are receiving password reset emails and for any inconvenience this may have caused you. These emails are legitimate if they are sent from *******************************.

Please let us know if we can be of any further assistance.

Thank you,
Casey's Guest Relations
************
Customer Answer
Date: 02/14/2023

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:02/13/2023
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 food on ***** general store app and had a delivery the app said the food would be delivered at 7:50 pm the delivery ticket I got with the food said it was delivered at 7:28pm around 8 pm I called trying to see where my order was at and while I'm talking to Casey's employee my food I look down and my food was sitting in a chair on my porch saying it was dropped off at 7:28 pm which was about a half hour ago at the time food was cold and the driver was throu door dash they said the girl did not knock and give me my food or anything to contact me after I paid for a **** delivery charge and **** for a tip for driver and received cold food I had to warm up in the microwave so I called Casey's they said they can not refund me I needed to call door dash and I talked to door dash and they told me no I had to call Casey's and I am getting the run around because I received poor service for my money the food taste like c*** and the driver just left my food in the cold so we had nasty cold pizza for dinner that is not wat I paid for and would like a refund customers spending what little money we do have extra on a good night with take out on s***** food and service I was embarrassed and ****** that I was treated this way. And still no one can refund me my money my contact info is ***************************** ***************** ************ I would like a response and a refund from either Casey's ************************************* the one across from ********* on court st please and thank you
Business Response
Date: 02/14/2023

Hello *******,
Thank you for taking the time to contact us and please accept our apologies for the disappointing experience with your Door Dash delivery.

We have issued a full refund back to your card used as payment.
Please allow 3-5 business days for this credit to settle back onto your account.

Thank you for your patronage, as your business is sincerely appreciated. Please accept our sincere apologies and we do hope you will allow us the privilege of serving you again soon.

Thanks,
Casey's Guest Support
Initial Complaint
Date:02/10/2023
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 submitted an order on-line at **** 9 February to be picked up at **** the same evening. I arrived early (****) and was told my order was not ready yet. I waited (standing in the queue until ****, asked if the order was ready and was asked again for my name. They told me that not only was it not ready, but that they had not started making it yet. When I asked them why, the answer was this worker was new. I told her I ordered the pizza at 8:30 AM for pick up at 5:30 PM and you still dont have it ready? She said its not my fault. I waited in my car ( because they have no seating and I am handicapped and cant stand for more than 10 minutes, hence the reason for the previous order for pick up). I came back into the store 6:10 pm and my order was ready, but I was greeted with attitude. I am completely disgusted with the customer service and the attitude displayed by the manager. I would have canceled the order had I not pre-paid because of the lack of customer service and the attitude of the manager. She was ****, rude, and offered no explanation for the situation other than her helper was new; there were few other customers in the store and her attitude was not one that made me want to return as a customer. This is not the only pizza in town.
Business Response
Date: 02/10/2023
Hello ******,

Thank you for taking the time to contact us and please accept our apologies for the disappointing experience at our ********* store.

We want all of our guests to enjoy great service and the highest quality of food, prepared in a timely and professional manner.

A Casey's Region Director will promptly address your concerns at this store, as well as review our food preparation protocol with all team members and provide additional guest service training to ensure our store operations improve.

We have issued a $10.00 refund on your pizza order. Please allow 3-5 business days for the credit to settle back on to your card used on your purchase.

Thank you for your patronage, as your business is sincerely appreciated. Please accept our sincere apologies and we do hope you will allow us the privilege of serving you again soon.

Thank you,
Casey's Guest Relations
Initial Complaint
Date:02/08/2023
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.
On February 1st, I attempted to purchase Pizza for my family, 3 times the website kicked it back and said there was a problem, 4th time, it went through and all was fine, until I looked at my bank statement and found that the previous 3 attempts had been attempted to hit my account (Pending, not paid).I contacted Casey's only to be told that they only see one charge.So, I sent them a screen shot of the 3 pending transactions.They responded the bank will release that money in 1-3 business days.IT'S BEEN 6 ALREADY.No customer service, it's always someone else's fault, they take NO responsibility, their CSR's that handle online complaints have no training or lack training. This ties up money because their webpage has broken mechanics and they don't want to acknowledge that, or take responsibility, hey, you'll get your money in 1-3 days. NO.I.WON'T. and I shouldn't have to wait on it either.Fix your website, talk to a customer with compassion and empathy and actually treat me like you care about me and not my money. I know, to much to ask for, but I'm asking. I would honestly like to have someone with authority take care of this issue.
Business Response
Date: 02/08/2023

Hello ***,

Thank you for reaching out to Casey's and please accept our apologies for the pre authorizations holds on your account.

When you processed your pizza order on 2/1, there were several attempts made prior to the order finalizing that pre-authorized your card and that amount is pending.
We apologize for any inconvenience this may cause. 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.

I have emailed you an authorization release form you can send to your card processor, to help with the removal of the pre authorizations on your account.

Thank you for choosing Casey's!

Thank you,
Casey's Guest Relations
Customer Answer
Date: 02/09/2023

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. It shouldn't have come to this, but I had been left with no choice.

Sincerely,

***********************
Initial Complaint
Date:02/07/2023
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.
I ordered a pizza through the Caseys general app. I was charged for the order 16 dollars evident with my bank records. When I contacted the store to receive my pizza they said they hadnt received an order. I then contacted customer support. They stated its been happening a lot lately its a glitch. Without getting any identifying information they said I should get a refund within the week. How can they issue me a refund when they dont know who I am? Its absurd I cannot get food or my money now.
Business Response
Date: 02/20/2023

Hello ****,

Thank you for reaching out to us.

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 need this information to look into this.

If your order was not received and failed to process on your app, you would not have any charges from Casey's, but possibly a pending pre-authorization hold that would drop off from your card processor.

Feel free to reach out to us so we can look into this.

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

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