Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/17/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/19/2021 I became aware of a recall of Kool-Aide and Country Time products via the news, however news outlets were reporting different items as being recalled. I attempted to find the recall information on Kraft-Heinz website, but they do not post recall information there. I contacted them via ******** and requested a list of the recalled products. I voiced concern about the list they provided me being vastly different than what the news was reporting. They stated that someone would contact me via email. I was emailed yet ANOTHER different list of recalled products. It appears that the company actually has no clue what they are recalling, meanwhile the products on these lists are still being sold in grocery stores. I requested a refund for the products that I had on hand that appeared on any of the lists. On 2/1/2022 they stated that they issued a check for $80 to reimburse the cost of these products. To date, they have not been able to clarify what they are actually recalling, NOR have I received a check from them.
Business response
03/22/2022
Thank you for allowing us the opportunity to review *************** concern.
We are sorry for the confusion regarding the products that were recalled. The products involved were listed by size and the dates that were covered in the recall for each product. Since the recalled products were limited to the individual code dates,the stores only removed the products that were in the recall. Should additional clarification be required, please feel free to contact us accordingly.
We researched this information and discovered our check was issued 1/28/22 for the amount of $80.00.
However, this check was apparently not received. We have stopped payment on this check. A new check was requested and issued. Please see attached letter that went out with our check.
In the event that you or ************** has questions, please do not hesitate to contact us accordingly.
I may be reached at the phone number ************. When contacting us, reference should be made to the case #********.
*****Customer response
03/25/2022
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.I did finally receive a check today. However it should still be known that I was provided 2 different lists from the business, so it appeared that ALL my local stores were still selling products that were recalled. If there was only 1 recall, and one of the lists I was provided is incorrect, then it's fine. But if there were 2 recalls, which are the two different lists I was provided, then series are STILL selling recalled product, and none of them were provided with that list.
Sincerely,
*********************Initial Complaint
02/21/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Heinz Kraft ran a promo called "************ Spread the Feeling Offer" where you upload a receipt with a dessert ingredient. After a few weeks, Heinz Kraft will send you a $20 digital reward. I uploaded receipt on 12/28/21. As of today, 7 weeks, I have not received $20 digital rewards. I tried ************** and **************, but its an automated message, that doesn't allow you to speak to a person.Business response
03/16/2022
We are sorry to hear about this consumers concern related to one of our promotions. As a result, we have forwarded this information to the group that handles fulfillment for this promotion for their prompt review and follow-up. Should **************** have additional comments or questions, he may reach me at ************. When contacting me, reference should be made to the case number 83403671.
Thank you,
*****
Customer response
03/17/2022
Complaint: 16790317
I am rejecting this response because:Hello, I accept the response from ***** that he forwarded my information to the group that handles fulfillment for this promotion. I selected "rejecting" because the case isn't resolved fully. I look forward for the fulfillment group's response.
Sincerely,
*************************Initial Complaint
02/17/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I participated in Philadelphia Cream Cheeses Spread the Love event. When I signed up I received an email that I was a part of the 18k people that could be a part of this event. I received an email confirmation a few days later saying I could participate. I then received an additional email telling me to purchase my item(s) and to upload my receipts to receive my $20 by 1/4. I uploaded my receipt on 12/30. I still have not received my $20. I reached out to customer service several times and only received two replies. The first was not relevant to what I was asking and the second was telling me to call a number. I called the number asked and it just directed me to a recording that stated that they were not giving any more out. I messaged back again twice and have not heard anything back.Business response
02/23/2022
Thanks in advance for referring this consumer's concern to our attention.
We are sorry for this consumers experience with our promotion. We called her today and left a message for her to return our call.In addition, we have also followed up with the team that handled this promotion so that we can make certain this concern is resolved. ****************** may reach me at ************ for additional information. The reference number ******** should be used when she calls.
LarrySenior Executive Representative
Kraft Heinz Company
Customer response
02/28/2022
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. I have received a check from Kraft.
Sincerely,
*****************************
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
65 total complaints in the last 3 years.
18 complaints closed in the last 12 months.
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.