Complaints

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

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Kraft Heinz has 31 locations, listed below.

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• 

  Kraft Heinz

  200 E Randolph St Chicago, IL 60601-6436

  
• 

  Kraft Heinz

  6237 Kirk St Morton Grove, IL 60053-2704

  
• 

  Kraft Heinz

  4701 Creek Road (former) Cincinnati, OH 45242

• 

  Kraft Foods North America

  2221 Front St Toledo, OH 43605-1231

• 

  Kraft Foods

  14011 141st St E Orting, WA 98360-8446

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:01/13/2024

  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 a ************************ Variety Pack, 44 ct. On-the-Go Packets Flavor variety pack for $9.49 at the County Road *********** Supercenter in *******, ******* and two single packets had defects. One packet was completely sealed but had no product (************** - ********). The other packet has the same defect but it also has part of another packet attached to it (************** - ********). I wanted to inform you of the situation and see what can be done to figure out a solution. I love the Crystal ***** products as I am diabetic and it really helps me with my daily water intake. Thank you and hope to hear from you soon! If a picture is needed I have one available.

  

  Business Response

  Date: 01/18/2024

  We are sorry to hear that there was a problem with this consumer's purchase. The information provided suggest that there was a mechanical failure during the manufacturing process. As a result, we have shared this feedback with the Quality Team that is responsible for the manufacture of this product. ******************** appeared pleased with the handling. Reimbursement coupons were sent, and we are closing our case.  

  If there are additional comments and/or questions, I may be reached at ************. Any communications should include the reference number 05103651.

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

  Customer Answer

  Date: 01/19/2024

   
  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:01/09/2024

  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.

  Product recipe not as advertised.Prepared 3 of the crave cheesy loaded potatoes Angus beef and bacon. All three meals were prepared as per instructions on box for myself wife and child , food was ridiculously over spiced and hot . Caused spice *****, product was inedible after a couple bites. Box did not indicate any high spice levels or caution. Could be a recipe issue or mistake. Ingredients were definitely not right. I kept box for reference. We all needed to drink milk to stop the burn.

  

  Business Response

  Date: 01/13/2024

  Thank you for bringing ******************** concern to our attention. We attempted to reach ******************** by phone and e-mail for additional comments or details related to his experience that would be beneficial to our Quality Team. However, we were unsuccessful in reaching him by phone and no response was received to our e-mail.

  As a result, we are sending reimbursement. If ******************** has additional comments that would be helpful to our Quality Team, we can be reached at ************. Our reference number is: ********. It is with the helpful feedback from our consumers that we are able to continue improving the products we make.  

  
  *************************
  Senior Executive Representative

• Initial Complaint

  Date:01/05/2024

  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 Crystal ***** flavor packets (10 pack, grape with caffeine). I opened the box at home to find that 4 of the 10 packets were not sealed properly. There was flavor dust everywhere. And I feel like I wasted money on this product that is no longer useful. Also, I was just going to email the company through their site, but could not find the place to do so.

  

  Business Response

  Date: 01/08/2024

  Thank you for allowing us to review this consumers concern.
  We are sorry that there was a problem with the seals on 4 of the packs of Crystal ************ send the consumer an e-mail and called leaving a message in her voice mail. Reimbursement has been sent as requested. If ****************** has additional comments or questions, I may be reached at ************.
  *************************
  Senior Executive Representative
  Kraft Heinz Consumer Relations.

• Initial Complaint

  Date:12/29/2023

  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.

  For Christmas I typically make a lasagna. I will usually buy all premium quality products but this year I saw Kraft Mozzarella Easy Melt with Philadelphia cream cheese. I spent a lot of money to make this meal for my family, only for the cheese NOT TO MELT!!! I kept the lasagna in the oven so long trying to get the cheese to melt, it was dry and the cheese was still in shredded pieces and never melted. The cheese even browned without melting! I ended up tossing the meal out.

  

  Business Response

  Date: 01/05/2024

  We were unable to reach this consumer by phone.
  However, since reimbursement was requested, we have sent a check for $10.00 and a complementary coupon. We are sorry that ****************** had this experience with our product during the holidays.
  It is our hope that we can continue to count him among our valued consumers. If ****************** has questions, he may reach us at ************. The reference number is 05095476.
  Sincerely,
  *************************
  Senior Representative
  Kraft Heinz Consumer Relations

• Initial Complaint

  Date:12/15/2023

  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 was using one of Kraft Heinz products on my breakfast this morning and when I opened it up to spread on my bagel, there was a little fly in there moving around. Rather than use the rest of the spread which in fact is Philadelphia Garden Vegetable Cream Cheese Spread, I therefor tossed it out and immediately notified them by email what had happened. They suggested sending me back a coupon instead of sending me back the money which they do not do. They should male an exception in my case. I could have gotten sick from this and that is something I do not want to happen to me

  

  Business Response

  Date: 12/19/2023

  This consumer was contacted yesterday. As a result, we discussed her concern and I apologized for the inconvenience. As requested, I have sent a reimbursement check and Im closing our case.
  Should **************** have any additional concerns or questions,I may be reached at ************. When contacting Kraft Heinz, she should refer to the reference number 05086252.
  Ive also attached a copy of our letter that went out with the check. 

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

  Senior Executive Representative

  Kraft Heinz Consumer Relations

• Initial Complaint

  Date:10/23/2023

  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.

  I purchased Kool-Aid grape.flavored drink mix, it was full of dry mold and unfit for human consumption. I called customer service and was given the run around. When I reached a person they refused to help. This a serious public health concern. Attached is a photo of the deadly drink mix

  

  Business Response

  Date: 10/31/2023

  We sent several coupons to **************** on the date 10/23/23. I spoke with him, and he did receive the coupons and indicated that he would withdraw his complaint.

  If **************** has additional concerns, there concerns can be directed to my attention for further review and questions.

   

  Thank you for bringing these concerns to our attention. Please let me know if you have any questions.

   

   

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

  Senior Executive Representative

• Initial Complaint

  Date:09/30/2023

  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 purchased 6 of the cheese pizza Lunchables today on 9/30/2023. I opened one of them when I got home and immediately noticed a strong chemical smell coming from the cheese. I opened all of the remaining boxes and every single one had this smell and a couple of them had visible mold in the cheese. All of the boxes had an expiration date of 11/01/2023. I did a quick search online, and have found many other people complaining about this same issue with the cheese going back weeks. I can't believe this is still being sold and hasn't been recalled. I'm pregnant right now and if I had actually eaten any of these it could have been a serious problem. At the very least, I expect a full refund for these purchases.

  

  Business Response

  Date: 10/31/2023

  We have made numerous attempts to reach Ms.  *********************************** absence of a full address, we sent two e-mails and are closing our handling unless the consumer eventually responds. If ******************** has additional concerns, there concerns can be directed to my attention for further review and questions.
   
  Thank you for bringing these concerns to our attention. Please let me know if you have any questions.
   
   
  *************************
  Senior Executive Representative

• Initial Complaint

  Date:08/27/2023

  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.

  Purchased four blocks of cream cheese. The cream cheese is sour. Bought them for a going away party because I am in the military. Could not use them had to buy from different proprietor. Made a phone call to craft the number on the box and was met with barely English-speaking customer service. One woman in particular named ****** was rude and condescending. This seems to be some kind of customer service boiler room in ******* ***** and I'm wondering if those coming across the border we are just sticking them in a factory and making them work for craft it's that bad. I *********** out soon to work the ******* war I am a nurse in the military and I don't appreciate being treated this way. I spent $15 on this cheese all three of them. At this point I would like my money return to me I don't want any more cheese because I will be shipped out for several several months. I am hoping that craft improves the way they treat their customers on their customer service line.

  

  Business Response

  Date: 09/21/2023

  Thank you for forwarding this concern to us. We were unable to locate a case for this consumer. The phone number ************ appeared to be a fax number. However, in checking further we discovered that the case was in her daughters name ***** Farm.  Ms.**** indicated that she was assisting her mother with this concern. We apologized for the inconvenience that her mother experienced, and we are sending out our check for reimbursement. Please see the attached letter and advise if there are questions. Should Ms. ******* need to speak with me, she may contact me at ************. Our reference number is 0513179.

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

  Customer Answer

  Date: 09/22/2023

   
  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,
  
  Fluer Street

• Initial Complaint

  Date:08/23/2023

  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 bought my son 3 pizza lunchables which didnt expire for over a month. When each was opened there was mold on the cheese. I sent an email and heard nothing. I sent another email and they sent me three coupons to replace. We went to a different store and bought three new ones, and they STILL HAD MOLD! I sent another email along with pictures and asked them to refund my purchases instead of coupons for more food that I wouldnt feed my child and they didnt respond. I followed up again. No response. This is not okay. I want my money back

  

  Business Response

  Date: 09/22/2023

  Thank you for bringing this concern to our attention. We have reached out to **************** and are forwarding reimbursement.  In view of the nature of the concerns we have also provided proper feedback to our teams involved to circumvent a reoccurrence of **************** experience.
  Please find attached our letter to *****************
  If there are questions or additional feedback, I may be reached at ************.  Our reference number is 04972728.
  *************************
  Senior Executive Representative
  Kraft Heinz Consumer Relations

  Customer Answer

  Date: 10/03/2023

  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. I missed the other email. Yes I am satisfied with Kraft/Heinz remedy to this issue.
  
  Sincerely,
  
  ****************************; 

• Initial Complaint

  Date:06/22/2023

  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.

  Hello,First I wish to say I love the product Seriously Good mayo. I always purchase it. This time however, I have had a problem with the lid. My hands are small and I pick the jar up by the top. The first time it the lid came off, it was in the frig. I blamed myself for not tightening it enough.I was careful putting the lid on securely when I put it away. Unfortunately the lid came off and the mayo hit me on the ankle the very next time. It was very painful and I am a fortunate that my ankle didnt break. It was a newly open jar and very full. I happened to have an old jar and I changed lids. It appears to be more firm. This is the date code on the jar. 2023 Se 05 Mo 03:03. Product code ***** *****. Hopefully no one else was injured.

  

  Business Response

  Date: 07/19/2023

  We are pleased to respond to this consumer's helpful feedback. 

  We have made several unsuccessful attempts in reaching the consumer by phone to acknowledge receipt of this information and to thank her for her valuable feedback.

  As a result, we have followed up by e-mail. We greatly appreciate her comments and have made this information available for our Quality Team.

   In the event that the consumer has additional comments or questions, we are also happy to share with Quality.

  The consumer may reach me at ************. The reference number is: 04962935.

  
  *************************, Kraft Heinz Consumer Relations