Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Yesterday (1/23/2025) I ordered a large taco pizza from the Casey's app, & I made sure that I tipped just enough so it would be $25 exactly. Everything seemed fine, it said it was on the way until I refreshed and seen that it said the pizza was sent back to the store! So I called and they told me that on their end, it said it was delivered. It was not! I told them Nobody tried to contact me at all I didn't get the pizza, nothing. They gave me a number to call and it was customer service for door dash, and when I called them- they told me they couldn't do anything because I ordered from Casey's app and not doordash and to call the store back. When I did, the store then gave me a different number for door dash support! I'm not going to keep going back and forth so I am stuck here, apparently unable to get a refund, or even the delivery of the pizza I paid for?!

  Business response

  01/26/2025

  Hello Rianne,
  
  Thank you for contacting Casey's.
  
  We apologize for the experience with your recent order.

  We are showing we have requested a refund for the amount of $25.00 . You should see that amount back on your payment account in 3-5 business days. 

  Please let us know if we can be of any further assistance. Thank you for choosing Casey's. 

  Thank you 

  **** *.  

  Customer response

  01/27/2025

   
  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

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter was in the Casey's at *************************************** on January 7, 2025 around 420pm. She went in and paid $25 cash for gas. As the clerk took her money he said, "the pump may or may not work, but there are no refunds." My daughter went out to pump gas and it did not work. Since the clerk told her no refunds, she left-she then called and told me. I showed up to the Casey's and demanded the cash of $25 to be refunded and the clerk started to cuss and refused to refund the money. Told him I am not leaving until it is refunded. Told him to call the manager he kept refusing and then finally looked at the lady on the phone and said can I just give her the cash back and put the money on the counter. As I started to walk out he followed me and harassed me on my way out the door. This right here indicates the clerk was not only taking advantage of a young female, but going to pocket the cash. In addition harassing a customer was unnecessary. I tried to call the store TWICE since then to speak with the manager and there is never one there.

  Business response

  01/13/2025

  
  Hello *****,
  
  Thank you for reaching out to Casey's.  We apologize for any inconvenience.
  
  I have shared your information with the District Manager at the store.
  
  If you do not hear from him please let us know and we will reach out further.
  
  Thank you for choosing Casey's.

   

  Thank you 

  **** *.

  Casey's Guest Relations

  Customer response

  01/20/2025

   
  Complaint: 22793841
  
  I am rejecting this response because:

  i have not heard from anyone in regards.
  
  Sincerely,
  
  ***** *******

  Business response

  01/22/2025

  Hello *****

  Thank you for getting back with us.  We apologize for any inconvenience.

  Would you please supply us with a mailing address and we will get you a $25.00 gift card mailed to you right away.

  Thank you 

  **** *.

  Customer response

  01/22/2025

   
  Complaint: 22793841
  
  I am rejecting this response because:

  Hi ****,

  My address is ****************************************** 
  
  Sincerely,
  
  ***** *******

  Customer response

  01/22/2025

  Hi ****,
  
  My address is ****************************************** 
  
  Sincerely,
  
  ***** *******

  Business response

  02/03/2025

  We have sent ***** a gift card in the amount of $25.00 on January 23rd.  

  She should already have received this card.

  Please let us know if you need further assistance.  

  Customer response

  02/04/2025

   
  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

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I disputed a Caseys charge of ***** Sunday morning around 8am 11/18/24. I used debit card to pay at pump and mistakenly selected premium grade unleaded, so I holstered the gas nozzle and attempted to start the process over and it would not let me. I looked at the charge on my account and discussed with the attendant She indicated it was a pre-auth charge. I told her it was an odd amount and was actually charged and not pending so told me to contact Caseys which I did. The Caseys *** indicated it was a charge for ********** and my truck is not diesel. Photo 1-Caseys pump charge of ***** for ****** gallons of gas. My truck has a max capacity tank of 24 gallons even if it was empty, which it was ********* 2-Just over tank of gas with mileage indicator of 73, ********* 3-picture of gas gauge full and mileage of ****** filled up at gas station down the street due to issue at **************************** 4-Went down the street to fill up the other half of tank at OnCue ***** for ****** gallons of gas

  Business response

  01/02/2025

  
  Hello *****,
  
  Thank you for contacting Casey's.
  
  We apologize for the experience with your recent visit.  We have verified by the store video that you did not pump any fuel. 
  
  We have requested a refund for the amount of $85.92. 
  
  You should see that amount back on your payment account in 3-5 business days. 
  
  Please let us know if we can be of any further assistance. Thank you for choosing Casey's. 
  
  Thank you,
  **** M
  Casey's Guest Relations

  Customer response

  01/02/2025

   
  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

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/28/2024 at approximately 12:50pm I was at the counter making a purchase at Casey's store number 1424 when the assistant manager, *****, and her husband, ******* became engaged in a loud and argumentative domestic dispute. They were yelling so loudly that the cashier couldn't hear me as well as I couldn't hear her, even though we were only a few feet apart, due to the loud argument the assistant manager and her husband were having approximately 10 feet away. This is not the first incident with these two. When brought to the managers attention, **** Clamp, it is simply brushed off and doesn't seem to concern her in the least. I contacted the ************************************ at approximately 1:40pm in an attempt to get a hold of the district manager. ****, the ************* manager took my phone number and name and said she would see if the district manager would get a hold of me. It has been almost an hour and no one has attempted to contact me. The amount of stress I have endured due to this unprofessional event has pretty much ruined the rest of my day.

  Business response

  12/30/2024

  Hello ******,
  
  Thank you for reaching out to Caseys.
  
  We apologize for this experience. We will share your concerns with Caseys leadership team and address them appropriately to ensure we are providing the best possible experience at our stores.
  
  As a token of our apologies we have added a free large pizza to your account.  This will be found in your saved offers and will be available to you for 30 days.
  
  We truly appreciate your feedback and hope to serve you again soon.
  
  Thank you,
  **** M
  Casey's Guest Relations

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  price for Velo is on the door at $3.56 but once inside its $5.67 and they will not honor the price shown on the door, was told they didn't care and I could shop some place else, asked to talk with the manager and was told would not help and they didn't care. thought maybe it was a bad day returned a few days later to try again and was told they didn't care and then again over paid the door price. I checked the door price before leaving and taking a picture, no where on the sign does it have requirements. I have over paid on two different times. no help or care to help, I understand its only a few dollars but its on I want to pay what the price shows not what it rings up to.

  Business response

  12/26/2024

  Hello ******,
  
  Thank you for reaching out.
  
  We apologize for this experience. We will share your concerns with Caseys leadership team and address them appropriately to ensure we are providing the best possible experience at our stores.
  
  Per your receipt we are showing that you did only pay  3.57 per can of Velo, per the receipt below.  
  
  Casey's General Store # **** ********************************** Receipt # = ******* 12/23/2024 13:13

  Register # = 1 Cashier = 400 - ******* ******* Receipt Status = Normal Internal Key = ********** _______________________________________________________

  Monster Import 18.6oz(x1)***********) $4.49

  Pop Deposit Single(x1)(17005) $0.05

  Monster Import 18.6oz(x1)***********) $4.49 Pop Deposit Single(x1)(17005) $0.05

  Coke Classic 20oz(x1)(4900000044) $2.25 Promo=114942

  Pop Deposit Single(x1)(17005) $0.05

  Coke Classic 20oz(x1)(4900000044) $2.25 Promo=114942

  Pop Deposit Single(x1)(17005) $0.05

  Velo Black Cherry 7mg Can(x1)(84017060069) $3.57 Promo=116384

  Velo Black Cherry 7mg Can(x1)(84017060069) $3.57

  Velo Citrus Burst 7mg Can(x1)(84017060078) $3.57 Promo=116384 _______________________________________________________

  SubTotal $24.39 Tax $1.69 Total $26.08 _______________________________________________________

  Received $26.25 Cash Change - $0.17 Cash
  
  Please let us know if we can assist any further.  Thank you for choosing Casey's.

  Customer response

  12/27/2024

   
  Complaint: 22713788
  
  I am rejecting this response because:
  It says 3 for $5 not at $3 and change 

  the complaint was filed with the price above $3

  again the price on the door states 3 can for $5.00 not the price listed on the receipt 

  ***** was zero help and could care less 

   

  Sincerely,
  
  ****** ****

  Business response

  12/27/2024

  Hello ******,
  
  We have verified with the store that the sign says buy 3 save $5.00 now.  It had stated $3.57 each.
  
  We apologize for any inconvenience.  Thank you for choosing Casey's.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I submitted a online order for the Caseys store in *******, ******* on 12/10/24 at 6:30 pm for some ice cream that I like and is sold there, it said to wait 40 min so before I left to go pick it up I called to make sure they had it there, the employee who picked up the phone at the store didnt know anything about the order so I asked if they even had it in stock, he told me I would have to drive up there and see for myself, I explained to him I didnt want to drive all the way there if they didnt have it and he said I would have to walk into the store and see for myself that he wasent going to look and said some cuss words to go along with it. All I wanted to know is if they had my order and if it was in stock, the employees at that store are so lazy and so rude and never have anything stocked, I have had to go back into the coolers myself to find things, ABSOLUTELY THE WORSE customer service I have ever experienced!

  Business response

  12/11/2024

  Hello *****,
  
  Thank you for reaching out to Caseys.
  
  We apologize for this experience. We will share your concerns with Caseys leadership team and address them appropriately to ensure we are providing the best possible experience at our stores.
  
  We truly appreciate your feedback and hope to serve you again soon.
  
  Thank you,
  **** M
  Casey's Guest Relations

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered online at 605 and when I got there 15 min later was not ready so I waited and waited only to notice it n warmer then when I got home it only had 12 pepperoni and one piece of Canadian bacon not to mention the lack of sausage (none on it) I customized it so that it would have everything I wanted pepporoni canadian bacon and sausage ,.it had very few pineapples and less black olives .it wasn't worth ***** at al.l there were bites with no meat at all I ask for lite sauce and got a lot it was the worse pizza I ever PD that much for and it'll b the last.

  Business response

  12/09/2024

  
  Hello ********
  
  Thank you for reaching out to Casey's.  We apologize for any inconvenience. 
  
  We would be happy to assist you further if you could provide as much of the following information as possible:
  
  Date:
  Store:
  Purchase Total:
  Last 4 of Card (if applicable):
  Receipt Number: 
  Order Phone Number (if applicable):
  
  We look forward to hearing back from you.

  Thank you 

  **** *.               

  Casey's Guest Relations

• Initial Complaint

  11/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/11 I tried to purchase gas from the pump but canceled the transaction as my son went in to pay for the$20 in gas inside the store, the $100 was never refunded to my card.

  Business response

  11/18/2024

   

  Hello *******,

  Thank you for reaching out to Casey's.
  
  We apologize for any inconvenience this may cause. When you pay at the pump, 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.  If you were unable to or did not get the fuel that hold can be held for a longer amount of time making sure that transaction did not go through.  It will Fall off your account but will not show as a refund.  
  
  Please let us know if we can assist any further.  
  
  Thank you for choosing Casey's!
  
  Thank you,
  **** M
  Casey's Guest Relations

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/3/24 I paid for air for a low tire from their pay per use air compressor. The cost was $1.75 from my credit card. I believe the air compressor was owned by ******. The compressor didnt work and when I told the cashier about it she told me to call the phone number listed on the machine. I have called them numerous times and all I get is an answering machine. Ive left my info several times but they havent contacted me. I know $1.75 isnt much but I just dont like getting ripped off. Im sure many others have been ripped off too. The phone number listed on the machine is ************. Thank you.

  Business response

  10/15/2024

  Hello Lane,
  
  Thank you for contacting Casey's.  We apologize for any inconvenience.
  
  Since it is a third party, we have no access to the transaction information.  However as a token of our apologies for them not responding to your message we have supplied a refund of $1.75 and also $3.25 courtesy to your rewards account in the form of Casey's cash.  This will be available to you for 30 days or until fully redeemed.  
  
  We hope that we can have the pleasure to serve you again soon.  Thank you for choosing Casey's.  
  
  Thank you,
  Sara M
  Casey's Guest Relations

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22401090, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lane Raydon

• Initial Complaint

  10/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They had a misfunction on there gas pump. I had used my credit card to purchase gas when the pump wasn't working, went inside to tell them to turn on the pump and they look out to the pump and it was running over. 5-15-2024 time: 12:23 That took about 10 second to walk to the building. I've tried talking to the company for a fair compensation a **** first and than with Maditson that was on 5-28-2024. The store number 1686 but Casey's closed that that one. Help me if you can because Casey's doesn't seem to. Thanks for being there.*** *******

  Business response

  10/08/2024

  Hello James,
  
  Thank you for contacting Casey's.  We apologize for any inconvenience. 
  
  We are showing you pumped fuel and wonder how much you think you actually pumped that was able to get into your vehicle?  
  
  We hope to hear from you soon. 

  Thank you 

  Sara M.

  Customer response

  10/17/2024

  In regards to this complaint I have not been able to see where I can reply. So to let Casey's know how much gas I think it took should be 2-2.5 gals at the most. As I stated it only took about 10 seconds to walk to the building, I was just topping the tank off because we were going on a trip that day.

  Business response

  10/17/2024

  Hello James,
  
  Thank you for that reply
  
  We apologize for the experience with your fuel purchase. 
  
  We have requested a refund for the amount of $50.00. You should see that amount back on your payment account in 3-5 business days. 
  
  Please let us know if we can be of any further assistance. Thank you for choosing Casey's. 

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22392127, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  James P. Johnson

*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. ↩