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:06/08/2023

  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.

  Ive been using SUREJELL for over 35 years to make all my jams and jellies. On June 6 2023 I made 2 batches of strawberry freezer jam. Neither batch set. They were runny and separated. Not a jam consistency at all. June 7 2023 I again made 2 more batches of freezer jam because the jam didnt turn out the day before. Same consistency of runny and separated again. I called the company to complain about the SUREJELL product. They referred me to a recipe using yet ANOTHER box of SUREJELL to add to the failed jam I made to supposedly fix the consistency of the failed jam. So Im supposed to give this company more money to fix a faulty product they are selling???? Now why should I as a customer have to pay for their faulty product??? They have to know there is a problem because when you call the customer service number at ************** (on the box) they have a specific recording set up for failed jams and jellies. I called and talked to not only a customer service person but also asked to talk to their supervisor when I got no satisfactory answers. She told me to use the FIX IT recipe. She was sorry to hear my 4 batches of jam didnt turn out. I asked her if the SUREJELL product changed as Ive NEVER had a batch of jam/jelly ever not turn out in the 35 years Ive been using their product. I said theres no way I could of had 4 batches all turn out wrong. She said she wasnt there in my kitchen to see what I was doing wrong! WHATT???? I told her its not me but their product! So I have spent:$20.00 for fresh strawberries $14.72 for 4 boxes or SUREJELL $4.50 for sugar TOTAL : $39.22 I asked what they would do about all the money Ive spent including all the ingredients I used to make the jam The supervisor said all she could do is direct me to the FIX IT recipe. After some complaining she offered to send me a coupon for the SUREJELL. Now why would I spend more money to make more jam/jelly when I know their product is faulty and will require another box to make the right consistency when it doesnt urn out the first time? I want to be reimbursed for all my costs since there is something clearly wrong with the SUREJELL! Thats $39.22. Youd think for a huge company that they would treat a loyal customer better than that! Very disappointed!! Thank you for your time

  

  Business Response

  Date: 07/07/2023

  We have been unsuccessful in reaching the consumer by phone and e-mail, I first called the consumer June 30th and left a message in her voicemail. I followed up again today with still no success so I sent an email. Im sending the attached letter with check reimbursement in the amount of $39.22 as the consumer requested.

  

  Business Response

  Date: 07/10/2023

  We have been unsuccessful in reaching the consumer by phone and e-mail, I first called the consumer June 30th and left a message in her voicemail. I followed up again today with still no success so I sent an email. Im sending the attached letter with check reimbursement in the amount of $39.22 as the consumer requested.

• Initial Complaint

  Date:05/02/2023

  Type:Billing 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.

  Received Heinz marinara sauce at a local ******** for their cheese curds. Opened the sauce and ate from it only to discover it didn't taste right. Looked into the sauce container and saw some foreign material. It was a greenish-yellow! This made me instantly sick to my stomach and wondering if I just consumed something chemically contaminated.

  

  Business Response

  Date: 05/11/2023

  Thank you for bringing this concern to our attention. We are sorry to hear about the problem that **************** has experienced with our product. As a result, we would like to involve our quality team in research of the information received.
  We have attempted to reach the consumer by phone on the date 5/10/23.  A message was left and a follow-up e-mail was sent. However, as of todays date, we have not received a response from ****************. Once we speak with **************** and secure additional information, we will proceed in our research of the concern. We can be reached at ************. The reference number is 04913292.
  Thank you again,
  *************************
  Senior Executive Representative
  Kraft Consumer Relations
  

• Initial Complaint

  Date:04/17/2023

  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.

  The shaker bags were missing from all of the last 6 boxes of ************* Original Pork I bought between April 3 and April 16. Before this time period, every single box of ************* Original Pork had a shaker bag in it. Additionally, in the enclosed image there is a picture of the side of the box which states that the bags are supposed to be in there. I would like to be compensated for this please, as soon as possible.Also it is important to note that I have tried calling and apparently your phone line is only open from 9-6 EST which translates to 8-5 Central Time, perfectly and inconveniently coinciding with the hours when I have work. I also tried contacting you through your website but for some reason, both times when I tried contacting you, the page repeatedly said something along the lines of, "Sorry, we were unable to process your request. Please try again." I clicked the same button roughly 100 times but to no avail. You are very difficult to contact and I would like a full refund if at all possible. Also enclosed is the expiration date, Serial code and product code, since I don't want to bother with it another time-- I have to maintain my sanity.

  

  Business Response

  Date: 04/19/2023

  Thank you for reaching out to us regarding Mr. ****** concern. We have called and left a message in his voicemail.
  In addition, we have followed up with an e-mail. Once additional details are received along with the amount for his purchase,
  we will handle the reimbursement accordingly.

  
  Should there be questions, I can be reached at ************.When contacting me, reference should be made to
  The case number 04895814.

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

• Initial Complaint

  Date:04/04/2023

  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 tried to file a complaint online, but your ridiculous online questions were asking so many questions that I dont know the answer to. I bought your product at King ******* in ****** and it didnt include any noodles like its supposed to. It only had bacon and cheese in the bacon and Mac and cheese meal. This is ridiculous.

  

  Business Response

  Date: 04/11/2023

  Thank you for letting us know about Mr. ******* concern that is related to one of our products.

  We are sorry to hear that there was a problem with our Mac & Cheese Meal.
  We have contacted **************** and left a message in his voice mail with our contact information.

  In addition, we have followed up with an e-mail. Once we speak with ****************, we will attempt to respond to his concern and provide your office with a status.

  
  In the event that there are questions, I can be reached at ************. When contacting me, please refer to the reference number 04889836.

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

• Initial Complaint

  Date:03/20/2023

  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 bought 2 peanut butter for $10.97 each from ******* because we ran out it was the 2k gb opened the first one, it was oily, which we had never encountered before. opened the other bottle to see if it's the same and it was, the best before is october 2023 for both of them. sadly the texture and consistency was off for the both of them. i just want my money back since i can't return these opened. will throw them out

  

  Business Response

  Date: 04/11/2023

  Thank you for allowing us the opportunity to review this consumers concern.
  We are sorry that the purchase did not meet ********************** expectations.Unfortunately, without
  A phone number we were unable to call the consumer to determine additional details.
  Nevertheless, we are sending a check for the $10.97 reimbursement.

  In the event that pictures are available along with the product bar code (Scanning code) and Code information (Best When Used by Date and the numbers and letters which follow), We will see that this is shared with the Quality Team for their research of the concern. Please see the attached copy of our letter to this consumer which was sent with our check.

  
  Please let me know if there are questions.

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

• Initial Complaint

  Date:03/13/2023

  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.

  After hours of logging in Marlboro rewards and spending thousands of dollars on their cigarettes, they have not filled my order from 11/23/22. Numerous phone calls and emails have not helped. They cannot escalate the missing shipment. They keep saying once the item comes back in stock the order will be filled. The item is not out of stock, because you can order it currently from their website. The order was for two $50.00 Cabela gift cards . Order number *********. Id like my order or the ****** points returned to my account so I can purchase something else.

  

  Business Response

  Date: 03/14/2023

  Please note that this product does not belong to the Kraft Heinz company. For questions, the consumer should call me at ************. 

  **********;

  Senior Executive Representative

  Kraft Heinz Consumer Relations

• Initial Complaint

  Date:03/08/2023

  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 several jars of ******* ************ that was not dissolving I contacted Kraft Heinz for a full refund I was refused my refund of $80 instead they sent out manufacturers coupons I've tried utilizing them at several stores within my community they are not accepting these coupons for they are stating that they are accustomed to a coupons that looks more like a company check with the company's name, my name, the amount and a barcode that consists of a scan and numbers so I contacted customer service to inform them of the issues in which I was receiving I requested to speak with a supervisor to my surprise a very rude nasty supervisor by the name of ****** answer the call I can barely hear her for it sound as if she was in the restroom and it was very poor choppy service so as she was being rude I requested to speak with another supervisor she said please hold next thing you know she came back to the line I explained to her her phone was choppy I cannot make out what she saying she hung up the phone I then called back and was met with a very unprofessional representative by the name of ***** at which time I asked what was the supervisor's name that I was speaking with prior to this call she refused to provide the supervisor's name I informed her that I will be reporting this matter she asked who was I reporting this too I am formed her that I'm reporting it to everyone I feel like reporting it to so I requested to speak with a supervisor yet again another unprofessional supervisor about the name of ****** was of no assistance yet again so it makes me feel as if this is just company Behavior I then requested for supervisor ****** to transfer me to the highest person in the corporate I was refused as he stated he's the highest he's going to connect me to so I'm left feeling ripped off and the some amount of $80 I requesting my full refund for I do not want to support a company with poor customer service and lack of care for us the paying customers More details

  

  Business Response

  Date: 03/14/2023

  Thank you for allowing us the opportunity to review and respond to this consumer's concern. 
  We have carefully reviewed the information that was provided and have spoken with the consumer. As a result, we are sending a check reimbursement in the amount of $80.00. In the event that there are questions, I may be reached at the phone number ************. When contacting me the reference number ******** should be used. A copy of our letter to this consumer is attached.

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

• Initial Complaint

  Date:03/07/2023

  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 bought three boxes of shake and bake from ************************* was around 11 dollars for all three all three boxes did not have the shake bag in it I also bout two more in ******** ********** in February and they also did not have the shake bags that total was like 7 dollars I dont want the money I want my boxes with the bags in it would be nice I love shake and bake its a great product but no bags defeats the purpose of shake and bake

  

  Business Response

  Date: 03/08/2023

   

  Thank you for sharing this consumer's comments with us.

  I have attempted to reach the consumer by phone but was unsuccessful, so I sent her an e-mail. (Copy attached)
  We are delighted with the loyalty that our consumers have for this product. However, we are excited to welcome a new era of our signature packaging and announce the removal of the plastic 'shaker' bag.Effective across our full product line, this is our first step towards a more sustainable future for ************** Although this represents a change in the packaging,
  We are still committed to provide the same great product for our consumers.
  
  In the event that Ms. **** has questions or additional comments or would like a refund for her purchase, she may reach me at ************. When contacting me, the reference number ******** should be provided.
  
  Thank you again for sharing this consumers feedback to us.
  
  Sincerely,
  *****
  Senior Executive Representative
  Kraft Heinz Consumer Relations.

• Initial Complaint

  Date:03/02/2023

  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 purchased a box of bbq shake and bake and on the box it says comes with 2 bags and 2 pouches. I look in the box and there's no bags. I contacted Kraft and they stated by **** they are doing away with bags. Ok? Well this doesn't answer my question as for this is the second time this has happened to me. I'm paying $4.99 for just 2 pouches. False advertising. They tried telling me they've already started without the bags. If that's the case they need to change the boxes with the content.

  

  Business Response

  Date: 03/08/2023

  Thank you for providing us with information regarding this consumers concern.

  
  I was able to speak with her today. I will be reimbursing the consumer for her purchase.
  The consumer appeared satisfied with the resolution.

  
  In the event that there are questions or additional comments, I can be reached at ************.

  The Reference number is: 04859734.

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

  Customer Answer

  Date: 03/10/2023

   
  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:02/23/2023

  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 scammed by one of their bogus contests called Spread the Feeling.They sent an email stating they would send my award in a form of a digital gift card $20 directly to my email address as stated.So,I sat there like an idiot hoping it would arrive soon.As months have passed by,there was still nothing sent by them.They gave you so many obstacles and hurdles dealing with the receipts and something else that it's not really worth it in getting that gift card.Also,during that promotion,you really have to hurry up in signing up on their webpage as fast as possible.The clock is an important factor,as it can determine if you do or don't get the reward at all.So,this is telling me that they may not really want to completely pay all of their prize winners at all.I think they hoped that most winners who didn't get their award as promised would quit instead of having to deal with the troubles of recovering it.Or even maybe they would completely forget about the missing gift card that they won.Their customer service was really awful and lousy after I finally found some help from their ******* webpage.Then,they said they have already sent a check out as a sub.What if people don't have a bank account like everyone else that they can deposit the check and get the money off from it?They should have quickly informed me right away from the start about issuing a check.I was expecting to get the same type of award just like the same way the other winners have gotten originally,which is electronically by email.Before I try to explain I was hacked before by someone I know and called police but nothing was done.So I get scared whenever I sign up online because you can get ID theft,which it did happen to me.So,if it is really mailed out,the check's info is wrong and is voided and cant get $ anyway.Maybe the check is a lie too?They can issue a new one with the correct info listed from the BBB registration to have it resolved.Or they can just resend the $20 by email as planned before?

  

  Business Response

  Date: 02/28/2023

  Thank you for allowing us to research this consumers concern. Our records indicate that the initial concern was received from F**** ****, instead of Admen Kong.
  Although no phone number was received in our initial contact, the e-mail address ********************** was provided which is identical to the e-mail address received in this consumer concern. In addition, the details in our case appear to be related to this consumer complaint. I also attempted to contact the consumer using the phone number provided in the complaint ***********. Unfortunately, this number is incorrect (there are too many digits).

  
  A review of our case indicates that our promotion agency did send out a check in May of 2022 to the consumer at the address: ********************************************* after notification of a problem was experienced with our e-mail digital card.

  
  We will reach out to the promotions department to determine if the check was returned. In addition, I have reached out to the consumer by e-mail and requested that Kraft Heinz be contacted for additional information. We are sorry for the inconvenience. However,we will do our best to resolve this concern. The consumer should contact me at ************. When contacting me, the reference number 00032347 should be used.

  
  I looked forward to speaking with this consumer. 

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