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Business Profile

Food Manufacturers

Kraft Heinz

Complaints

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

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Kraft Heinz has 31 locations, listed below.

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    Customer Complaints Summary

    • 62 total complaints in the last 3 years.
    • 15 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:10/15/2024

      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.
      I purchased a 340g of KD original from a convenient store and it is expired. This is not acceptable.

      Business Response

      Date: 10/23/2024

      Thank you for referring this consumers concern.
      We have been able to speak to this consumer regarding her concern.  As a result, she was able to provide us with her mailing address so that we could proceed in our handling.
      We are sorry that the product purchased had expired. The store has the responsibility of rotating products. However, this apparently was not done.  In the interest of consumer relations, we are happy to send coupon reimbursement and closing our case. Should additional information be required, I may be reached at ************.
      The reference number assigned to this concern is 05299649.
      ***** *******
      Senior Executive Representative
      Kraft Heinz Consumer Relations
    • Initial Complaint

      Date:08/23/2024

      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.
      I purchased a case of 12 lunchables from **** club. 11 of which had expiration dates of 9/23/2024. The one I had eaten out of the same case was not labeled at all. Was very moldy and I didnt realized until I had eaten 1 out of the 3 pizzas in the pack. The cheese was very moldy. My wife whos very allergic to penicillin was about to eat one before she noticed it. Had she eaten it it would have caused serious even fatal health issues

      Business Response

      Date: 09/04/2024

      Thank you for forwarding this concern to us. We have reviewed our case for ****************.

      He initially contacted our Consumer Relations Team on the date August 23, 2024. During the conversation the representative offered him a check for $25 in addition to an assortment of coupons in view of his experience with our product. The offer was declined.

      Upon our receipt of the concern that was sent to your office,**************** was called on the date August 30, 2024. I advised **************** that we are of course willing to provide the requested reimbursement. However, since he was initially offered $25 and the coupon assortment, we are still willing to honor the original offer. **************** said that he would handle through a different means and hung up.  If **************** would like to further discuss his concern with our company, we would be happy to speak with him. He may reach us at **************. The reference number is 05260599.

    • Initial Complaint

      Date:07/14/2024

      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.
      Ore-*** Food company which is owned by The Kraft Heinz Company is under weight by 7% on the labeled weight of their food products. e.g. Labeled as 1 lb 12 oz and weighting in at 1 lb 10 oz including the weight of the package.

      Business Response

      Date: 08/06/2024

      We apologize for the delay in completing our review of Mr. ****** concern. To assist our Quality Team in the production of the products mentioned in the concern, we are reaching out to ************** for additional details. We hope to soon complete our investigation.  ************************* Senior Executive Representative, Kraft Heinz Consumer Relations.

      Customer Answer

      Date: 08/07/2024

       
      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:07/07/2024

      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.
      I brought some fries for my daughter and I found some stuff inside the bag I dont no wat it is but my kids some of those fries

      Business Response

      Date: 07/11/2024

      Thank you for forwarding this consumers concern.

      We have reached out to her and received additional details regarding her experience and made this information available to our Quality Team to prevent this from happening again. We have also sent her a check for $9.00 as requested along with complementary coupons. We are attaching a copy of our communications to ******************.

      If your office or ****************** have additional comments or questions, I may be reached at ************. When contacting us, reference should be made to the case number 05229100.

      *************************
      Senior Executive Representative
      Kraft Heinz Consumer Relations 

    • Initial Complaint

      Date:06/28/2024

      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 couple of boxes of kraft macaroni and cheese. When I prepared both boxes I followed the instructions and both were clumps and gel in the pan. I've never gad this happen and refused to eat the product and I'm not sure I will purchase their product in the future.

      Business Response

      Date: 07/17/2024

      Thank you for allowing us the opportunity to review this consumers concern. We are sorry to hear that there was a problem with our product.  Our records show that the consumers concern was addressed June 28, 2024, with reimbursement sent. However, ************************** indicates she has moved. Since we had her old address in file, our reimbursement was apparently not received. We are sending a reimbursement check in the amount of $10.00 to cover her purchase. In addition, we will send our letter and check via **** If there are questions, we may be reached at ************. When contacting us, reference should be made to our file number ********. Please find attached a copy of our letter to the consumer.

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

      Senior Executive Representative

      Kraft Heinz Consumer Relations

    • Initial Complaint

      Date:06/19/2024

      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.
      I reached out to the Heinz Company as stated on their packaging; however, they do not answer the phone. We have purchased a third bag of Ore ***************** Tots just to have them fall apart during the cooking process. It is apparent that the company is selling a defective product to consumers and most likely the reason they do not answer phone calls.

      Business Response

      Date: 07/05/2024

      Thank you for reaching out to us regarding Mr. ***** concern.
      We will share his information with the Quality Team for their investigation.
      Ive sent him 4 coupons totaling $28.00 for reimbursement. If there are questions,
      please feel free to contact us accordingly. Our phone number is ************. The reference number is ********. Attached is our letter to ************. 
    • Initial Complaint

      Date:06/12/2024

      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.
      This company's mustard packets stained my pants and now it's hard to get it off! Disgusting!

      Business Response

      Date: 06/19/2024

      We have made several unsuccessful attempts to reach this consumer by phone and e-mail.
      We did notice that the phone number rings only once and then a busy signal was received.As a result, we were unable to leave a voice message.

      In addition, several e-mails were sent but we did not receive a response.
       We have sent ****************** a reimbursement check,in the amount of $10.00 along with complementary coupons. A copy of our letter is attached.

      If ****************** would still like to speak with us, he may call us at ************ and/or send us verification of his phone number by e-mail along with a time that is convenient for us to reach him by phone. When calling, he should refer to the reference number 05205488.

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

      Senior Executive Representative

      Kraft Heinz Consumer Relations

      Customer Answer

      Date: 06/20/2024

       
      Complaint: 21841777

      I am rejecting this response because:
      I never received an email from you. And I will wait for for the check before I close this case.
      Sincerely,

      ***************************
    • Initial Complaint

      Date:05/02/2024

      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.
      Hi! My name is ************************* reside in a little town named ******************** in *****. I recently purchased some krafts Mexican 4 cheese from the market here on 04/29/2024 & when I opened it up to use it out comes a big chunk of mold!! How does this even happen? Expiration date said JULY 2024! I would like for yall to know that y'all are selling moldy cheese!! Here are some pictures of the cheese!

      Business Response

      Date: 05/07/2024

      Thank you for forwarding the information related to this consumers concern.
      We were only able to speak with the consumer briefly. As a result, we have sent a follow up email regarding our handling.
      In addition, we have also requested for the product UPC and code information which will assist our Quality Team in researching the concern.
      A check reimbursement in the amount of $5.00 has also been sent to the consumer.

      We are closing our case. If the consumer has additional comments and questions, she may contact us at ************. The reference number on the attached copies of our correspondence should be included. 

      *****

      Senior Executive Representative 

      Kraft Heinz Consumer Relations

    • Initial Complaint

      Date:04/29/2024

      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.
      4/27/2024 ********************* needs to remove their Uncured meat line as they are not Uncured meats they are cure with Nitrate. Uncured meats do not have Nitrates in them, this is false advertising. Its labeled on your products of having these ingredients and on their website too. These are not uncured meats.

      Business Response

      Date: 05/07/2024

      Thank you for forwarding ****************** comments to us. I have called ****************** today and left a message in his voice mail advising that we are researching his concern. Once our research is completed, we will follow-up with ****************** accordingly. If there are questions while this concern is being researched,****************** may reach me at ************. When calling, the reference should be made to the case number 05174571.

      Sincerely,
      *****
      Senior Executive Representative
      Kraft Heinz Consumer Relations

      Customer Answer

      Date: 05/08/2024

       
      Complaint: 21635510

      I am rejecting this response because: It still doesn't explain why 2 website including Kraft's website for their uncured meat that there is nitrates in the meat as well as another site saying the same thing. Nothing was explained or nothing was done to actually saying they are going to fix the issue on their site or the other merchants site. This is a still an ongoing issue

      Sincerely,

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

      Business Response

      Date: 05/23/2024

      Thank you for sharing Mr. ******** response with us.
      We work diligently to ensure that all products produced are labeled within the appropriate regulatory requirement, this product is labeled within the **** requirements. I have attached our response to ************** along with an ask **** FSIS document that he may also review regarding the inclusion of nitrates from naturally occurring sources.
      We are hopeful that this information addresses this concern. Our consumers may always reach out to us directly by phone at ************ or through e-mail at *************************************************************** For this concern, the reference number is 05174571.
      *************************
      Senior Executive Representative
      Kraft Heinz Consumer Relations
    • Initial Complaint

      Date:02/25/2024

      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 recently purchased stove top stuffing mix for turkey.The box wasn't damaged or broken.But when I took out packet there was a split in it.I didnt understand how it got damaged and box didnt.I am a low income household.I want to continue buying it but I cant if I have to keep throwing it away.Thank u

      Business Response

      Date: 02/29/2024

      Thank you for referring this consumers concern for our review. Several attempts were made by phone and e-mail to speak with the consumer. However, our attempts were futile, and no response was received to our messages. As a result, we have sent a check for the requested reimbursement and will close our case. If there are questions, the consumer can reach me at ************. Reference should be made to the case number ********.
      *************************
      Escalations Specialist KraftHeinz Consumer Relations

      Customer Answer

      Date: 03/01/2024

       
      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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