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Complaint Details
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Initial Complaint
01/07/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 3 boxes of Jell-O instant butterscotch, sugar free pudding mix from ********, I placed an online order and it was delivered to me September 6, 2024. Thanksgiving day 2024, I opened a box of pudding mix to add to my apple salad and found the inner packaging was not properly sealed at the manufacturer and proceeded to open two more boxes with the same result.I contacted Kraft/Heinz December 3, 2024 to inform them of the issue, they responded with an offer to send me assorted coupons, totaling the purchase price I paid. I responded that I am unable to use coupons as our groceries are shopped and delivered, there is no way to use a coupon and I would appreciate/prefer a refund for the $4.44, this does not include tax. There was no response to this request. As of January 7, 2025, I have not received a refund, nor did they respond to the third communication from me asking where the refund stands. I understand this seems like a very small amount, and it is, but many of the problems we have in this country today, stem from the consumer just rolling over and allowing these mega profitable corporations to just ignore our concerns and complaints.
Business response
01/09/2025
Thank you for allowing us the opportunity to respond to this consumer. Ms. ***** was contacted today. I have apologized to Ms. ***** regarding the handling, and reimbursement is being sent in the amount of $10.00. If there are questions, I can be reached at ************. The reference number is 05331333.
***** Edwards Senior Executive Representative
Customer response
01/10/2025
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
12/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
just bought cheese, was moldy when i opened it. gross!Business response
01/10/2025
Thank you for bringing this important concern to our attention. We are sorry to hear that there was a problem with this consumers purchase.
At present we are attempting to reach Ms. ******** for additional details to assist in our investigation.
Upon the completion of our investigation, we will provide a status update. Ms. ******** may reach us at ************. When calling she may refer to the case #********. We look forward to speaking with her.
***** *******Initial Complaint
11/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Bonjour, Nous achetons toujours votre beurre d'arachide extra velout et cette fois nous ne sommes pas la moiti du pot et le beurre d'arachide est dure et ne semble pas velout du tout et dsagrable au gout. La date de premption est du 06-AL 2025 donc suppos est encore super bon? Nous aimerions avoir un remboursement.Business response
12/13/2024
Thank you for allowing us to review and research this consumers concern.
We have reached out to her on the date December 11, 2024, and provided a check reimbursement in the amount of $20.00 due to the concern related to her purchase. Ms. ****** was pleased with the handling. As a result, we have issued our check and closed this case. If there are additional questions,I may be reached at ************. Our reference number is ********. (Attached is a copy of our letter)***** Edwards Kraft Heinz Consumer Relations
Customer response
12/16/2024
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
11/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
When I went to open the jar of Kraft Mayo and broke the seal I discovered that the product was tainted by some sort of growth or foreign matter. I was afraid to eat any of it, or feed it to any of my family members, and discarded the product. The attached photos show the nature of the problem. Even if I cannot get a refund of my purchase price I think Kraft should be made aware of the problem and the implied potential health issues. Thanks.Business response
12/13/2024
Thank you for bringing this important concern to our attention.
We are sorry to hear that Mr. ****** experienced a problem with our product. In many instances, this can occur if the product has undergone temperature abuse prior to his purchase. Nevertheless, we would like to send coupon reimbursement to replace the product. Coupons are sent accordingly. (A copy of our letter is attached)
We have reached out to Mr. ****** several times today and have been unsuccessful. This information has also been shared with our Quality Team. In assisting them with an internal investigation, additional information would be helpful. As a result, if available,we would like Mr. ****** to provide us with the product UPC/Scanning code and Code information (Best When Used by Date and numbers and letters which follow). This information may be sent to my attention via e-mail at: **********************************************************************************************************.
If Mr. ****** has questions, I may also be reached at ************. Our reference number is: 05341617.
***** ******* Senior Executive Representative, Kraft Heinz Consumer Relations
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 340g of KD original from a convenient store and it is expired. This is not acceptable.Business response
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 RelationsInitial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 issuesBusiness response
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
07/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 response
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
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 friesBusiness response
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 RelationsInitial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 ************.
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Get a QuoteCustomer Complaints Summary
65 total complaints in the last 3 years.
19 complaints closed in the last 12 months.
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