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

Customer Complaints Summary

62 total complaints in the last 3 years.
14 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:02/23/2023
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 a box of tropical punch capri sun that has been contaminated with something. i did contact someone named ******* (Ref ********) who genuinely seemed concerned. since then communication from Kraft Heinze has gone down hill. the last person (*******) that i spoke with actually told me not to bother sending the contaminated product back if i didn't want to drive 20 miles to **** When I asked why I wasn't being reimbursed for the bad product. she told me that i had told them not to until the contaminant has been tested. my impression is Kraft does not care if i have been poisoned by the product or not. ******* gave the impression that i was an inconvenience and should be grateful Kraft was helping me out. as if Kraft was doing me a favor. you folks should have taken this serious. Sincerely; ******
Business Response
Date: 03/01/2023
Thank you for bringing this consumers concern to our attention.

We attempted to reach ****************** this morning by phone, and we left a message on his answering machine.
We also followed up with an e-mail but have not received a response. Once we are able to speak with the consumer and research his concern
we will attempt to complete our handling.
Mr. ********************* reach me at ************. When contacting me, the reference number ******** should be used.
*****
Senior Executive Representative
Kraft Heinz Consumer Relations
Initial Complaint
Date:02/17/2023
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.
We have been trying everything possible to receive and purchase the 19 oz jar of Peach Mango flavor Kool Aid for almost 10 months or more. It used to be easy to find at any grocery store. Presently, it is IMPOSSIBLE to find, and has been that way for a very long time. We have tried contacting the manufacture, and they tell us we should be able to just order it, and the distributer will send it to our store. Trust me, that just doesn't happen.The internet is full of complaints about the sudden inability to find this flavor of Kool Aid in the 19 Oz jars. ******* tells us they can't get it.We have tried finding it for months at any city along the Front Range of ******** with zero luck. It is just imposible to find in ********.Unfortunately, the scalpers on Amazon and **** have figured this out and are selling ONE JAR for as much as $15 - $20 dollars,Peach Mango flavor is probably one of the most popular flavors they make. We placed an order at our local King ****** grocery store and it is now over 3 MONTHS and they have not had a reply.It is hard to imagine that with our counties continued unrest and violence, it can be such a frustration just to purchase a simple jar of Kool Aid, but we have been at this for months and months with zero resolution.
Business Response
Date: 02/24/2023
Thank you for bringing this consumers concern to our attention. I spoke with him today and advised that I will research his concern to determine the availability of the product. Once my research is completed, I will follow up accordingly. In the event that there are questions, please feel free to contact me at ************. The reference number assigned to this concern is: 04755231.
Customer Answer
Date: 02/28/2023

Complaint: 19426453

I am rejecting this response because: I have spoken with a manager at Kraft Heinz explaining my frustration with finding this product. It was a very pleasant conversation. We both agreed that it will take more than a few days to research this issue, and additionally, we are departing on holiday on Wed March 1st for 2 weeks, and will return back home on March 13th. We will have email communication while we are gone, and I can also speak with this manager directly by phone once we arrive back home. The manager and I are both on the same page, and there is no conflict. He is trying to help me, but it may take some additional time to do the research.
I would also like to inform you that I experienced a bit of confusion while filing this complaint regarding military service, so I left it blank. But, I am a Disabled Veteran from the ******* War and served honorable for 4 years in the Air Force. My wife and I are also seniors well into our 70's.

Sincerely,

*******************************
Business Response
Date: 03/03/2023
We have completed our research of ************************** request regarding the arability of one of our products. As a result, we have found that this product is no longer being manufactured by our Company.
We realize it is always difficult when a decision is made to discontinue a product. As a result, we have shared this consumer's comments with the people that are responsible for the manufacture of this product.

In the event that there are questions or additional comments, we can be reached at the phone number ************. When contacting us, reference should be made to the refernce number:
04755231. Please find attached our letter that was sent to Mr. and ************************

Sincerely,
*****
Senior Executive Representative
Krat Heinz Consumer Relations
Customer Answer
Date: 03/06/2023

Complaint: 19426453

I am rejecting this response because: I would like to request more time to respond to ***** by phone. We are presently on a cruise ship with no phone service, but will be returning back home on March 13th. At that time I will phone ***** and ask my final questions.

Sincerely,

*******************************
Initial Complaint
Date:01/05/2023
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.
On 8/24/2022 I ordered an Apollo 39 piece tool set from the Marlboro miles promotion. I never received the tools. On 9/27/2022 I contacted the company and they re-ordered the tools.I never received the tools again. I again contacted the company and was told they would not resend it again and I was basically out of luck. I was never received the points spent on this promotion or the promised product. I have all the email communications available.
Business Response
Date: 01/26/2023
Thank you for bringing this consumer concern to our attention.
We were able to reach this consumer by phone. However, he was not able to speak with us until tomorrow. We were unable to open the pictures that were submitted which would enable us to better understand the consumers issue. However, we hope to better understand his concern once we have been able to discuss this information with him. We will then research his concern and provide a status update.

*****
Senior Executive Representative
KraftHeinz Consumer Relations.
Customer Answer
Date: 01/31/2023

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.
The company *************************** is not owned by Kraft Heinz
Sincerely,

***********************
Initial Complaint
Date:01/03/2023
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 broke a tooth in August of 2022 on a bone fragment in a Delimex chicken Taquito. I have provide ***** with Kraft the product number, X-rays, and other information requested by him. My 2 insurances have paid and there is a remaining balance of ******. I have contacted Kraft multiple times with no response.. I feel they should have some responsibility in this matter. I am a paraplegic on disability income and do not have extra money to pay this balance.
Business Response
Date: 01/26/2023
Thank you for bringing this concern to our attention. We are sorry that ******************** has not been satisfied with our handling of his concern.

We have attempted to reach ******************** by phone for discussion of his case. Several messages were left today. We are happy to discuss his case if he would call us at ************ to discuss his case. When contacting us, reference should
be made to the case #*******. A follow-up has been sent via e-mail to ********************. Once we are able to speak with the consumer, we will provide a status update.
Sincerely,
*****
Kraft Heinz Consumer Relations
Initial Complaint
Date:12/12/2022
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.
I have an order to ******* a week ago. I didn't get a response afterward. My credit card is charged. But customer ******* of ******* has no response on my email. I called the phone and has no response. I also used social media to reach out and also no response. I am stuck at ******* contacts.
Business Response
Date: 12/13/2022
In review of our records, I was unable to locate the consumer's reference number. A call was made to the consumer with a message left requesting that he call us with additional details. Once this information is received, we will attempt to resolve this concern and provide a status update. The consumer may call us at ************.
Kraft Heinz Consumer Relations
Customer Answer
Date: 12/13/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

Although this resolution is not completely satisfactory to me, because I was not able to reach back to Coli, a male who left a voice message. However, I've called the number provided and able to talk to the lady who are able to provide feedback. She received my concern on lack of communication of Gevalia Customer Support and she will forward my message to their internal department. Since I've received my products in the evening of yesterday, I am okay to close this ticket.

If Gevalia customer support can be more proactive on responses, then I will feel more comfortable to make more orders in their products via their original website. Thanks.

Sincerely,

************* Ma
Initial Complaint
Date:12/07/2022
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 5 boxes of Stove Top Turkey 6 oz and they were not to my satisfaction and stale, I paid $3.00 and bought 5 boxes of them.
Business Response
Date: 12/08/2022
This consumer was called today re: this concern. However, after we identified that the call was from Kraft Heinz, he hung up. It is possible that he thought the call was from a telemarketer. We are sorry that he was dissatisfied with his purchase. As a result, ************ was sent 5 reimbursement coupons to replace the product. Coupons were sent with our letter dated December 7, 2022 (Attached). Should ************ have additional questions, we would love to have him call us at ************. Our reference number is: 04781154.
Kraft Heinz Consumer Relations
Customer Answer
Date: 12/09/2022

Complaint: 18538041

I am rejecting this response because:

I feel that I Kraft Heinz Company has not fully addressed my issues and concerns with the despicable and reprehensible product.

Sincerely,

*********************
Business Response
Date: 12/13/2022
Thank you for your follow-up regarding this concern.
I called ************ and advised re: our response and the coupon reimbursement.
He advised that if coupons were sent, this appears to be resolved. He will
update the concern on the BBB website. Hopefully this closes this concern. However, as stated
in our previous response, the consumer may reach us directly at ************ if there are questions or additional concerns. The reference number is: 04781154.
Kraft Heinz Consumer Relations
Initial Complaint
Date:11/28/2022
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 had contacted kraft heinz company via email back on or about October 13, 2022 and on October 18, 2022 was given a case number and also called on october 18, 2022 in order to get my issue about a product resolved....Was told the company was going to send me a $40 check and an assortment of coupons too.... then I called about a week later and they stated it was sent out via regular mail on October 20, 2022 and I still haven't recieved anything from the company as I was extremely sick from their product of cheese whiz and still am sick today..... the company has yet to respond to me as I have been waiting to speak to someone and nobody calls me back.....I feel like they scammed me by saying they were gonna send the $40 check and assortment of coupons and never did.....I am a very ****** consumer and a very sick one too....
Business Response
Date: 11/30/2022
We spoke with this consumer on the date November 29th.
We initially responded to her concern on the date October 19, 2022.
However, she indicated that our letter was not received.
I verified the mailing address and Ive sent coupons and the $40.00 check that was promised as a gesture of goodwill.

************************ appeared satisfied with the handling. I have closed our case accordingly. Please advise if there are any questions. (Attached is a copy of our letter)

*****
Senior Executive Representative
Kraft Heinz Consumer Relations
Customer Answer
Date: 12/01/2022

Complaint: 18471376

I am rejecting this response because:
The company shouldn't have closed the case so soon after regarding the issue because it does show that the consumer might have continued issues that need addressed by company and no way of them to address the issue further.....

Sincerely,

*******************************
Business Response
Date: 12/05/2022
We spoke with this consumer today and confirmed that we had sent our check and coupons as initially agreed. The check and coupons went out via ***** 1ZY332721247499551.According to the *** tracking number the check and coupons were delivered at the consumers front door on the date: December 2, 2022, at 10:55 a.m. In the event that this consumer has additional questions and/or concerns, it is important that she contact us at ************. When contacting us, reference should be made to case #********.
We trust that this information will be sufficient.
Sincerely,
*****
Senior Executive Representative
Kraft Consumer Relations
Customer Answer
Date: 12/06/2022

Complaint: 18471376

I am rejecting this response because:
I deserve to get more money as the test results are coming back worse due to the cheese whiz product and the doctors don't think I will make it tonthe end of the week. My husband is going to file a lawsuit against kraft heinz due to this issue and have kraft heinz pay for the damages, hospital bills and the funeral costs totaling $100,000

Sincerely,

*******************************
Initial Complaint
Date:10/31/2022
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 10/29/2022, I purchased Kraft sharp Cheddar cheese with the sell by date of 11/28/2022. When I unpacked I saw blue mold through the clear part of the package and was disgusted. The store is a 30 minute ride each way so I decided to complain on Kraft's website four times only to finish posting all the information and getting a message that it could not be processed at this time. This was two days in a row. If they have a complaint website but will not allow you to make a complaint then I think they are wrong and should be held accountable for allowing consumer complaints to not be addressed.
Business Response
Date: 11/16/2022
Thank you for bringing this concern to our attention. We have reached out to ****************** and are sending reimbursement coupons for her purchase.
There was a problem with her being able to submit the initial concern on our website. As a result, this information was also shared with the individuals responsible for appropriate action.
In the event that there are additional comments or questions, I may be reached at ************. When contacting Kraft Heinz, reference should be made to the case number 0476034.

Sincerely,

*****
Senior Executive Representative
Kraft Heinz Consumer Relations
Initial Complaint
Date:10/18/2022
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 did the promotion Kraft Mac and ****** was running for them to convince *********' to put Mac and Cheese on the BigMac and was promised a coupon via that website and got it when I went to use it it wasn't accepted at 2 different stores (big and small) and ever since then I have been trying to reach an employee at Kraft and have since failed. I am hoping that we can come to a resolution regarding this issue. I've attached pictures of me trying to contact Kraft on two accounts. It's very frustrating to be ignored like this on the basis of a promotion.Thank You.
Customer Answer
Date: 11/18/2022
I am considering this complaint resolved. I dont know why the website wont let me
Business Response
Date: 11/22/2022
This has been handled. A problem was encountered when trying to respond online so the attached e-mail was sent to the BBB re: status.
Please update your records and close. Once completed, please provide confirmation that this has been closed in your records.
Thanks in advance,
*************************
Senior Executive Representative
Kraft Heinz Consumer Relations

Customer Answer
Date: 11/23/2022

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.
Thanks again *****!!

Sincerely,

***********************
Initial Complaint
Date:10/07/2022
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.
Kraft Heinz offered an incentive last December 2021 and sent an incentive in January 2022. My gift card is unused and has expired. Please reissue another gift card code since the code was never used as a one time courtesy since the mail went to spam mail.
Business Response
Date: 10/31/2022
Thank you for forwarding the information to ** related this consumers concern.
I spoke with the consumer this morning and advised that we will research the concern and follow-up with her once our research has been completed.
The company that handled this promotion has been contacted for their investigation. Once a reply has been received, we will follow-up with the consumer accordingly. In the event that there are questions, Ms. ************* reach me at ************. The reference number ******** will be required so that we can access her file.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Kraft Heinz is BBB Accredited.