Business Profile

Convenience Store

Casey's General Stores

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Casey's General Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

135 total complaints in the last 3 years.
29 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:03/25/2025
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.
I received a Special offer addressed to my name to my home address.When I tried to have them honor the offer they refused.
Business Response
Date: 03/25/2025
Hello ******,

Thank you for contacting Casey's. We apologize for this inconvenience.
Would you please supply us with the store location you were trying to use this coupon.
Please also provide us with your mailing address and we can get you a gift card that will work for an order.
Thank you for choosing Casey's.
**** *.
Casey's Guest Relations
Initial Complaint
Date:03/03/2025
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.
I purchased some items from the store on 01/17/25. When the person running the register bagged my items, she did not put a sandwich into my bag, so I never received it. I have contacted the store numerous times to no avail. I completed a complaint form with them online. In an email dated 01/27/25 from the business, I was told I would be issued a refund of $3.69 issued to my bank account, expected to show in 3-5 business days from Jael in the *************************** This refund has never been issued. I sent two follow up emails requesting my refund, on 02/25/25 and on 02/19/25. They have not responded. I am requesting that the business issue my refund immediately as stated in their email to me.
Business Response
Date: 03/03/2025
Hello *****,

Thank you for contacting Casey's.

We are showing from our credit department that the refund was processed and approved. This was approved on 1/27/2025. If you are not seeing that you will have to dispute with your card issuing bank.

Thank you,
**** M
Casey's Guest Relations
Customer Answer
Date: 03/04/2025

Complaint: 23009584

I am rejecting this response because:

Per my bank, this refund has never been received by them and cannot be disputed as there is no record of it.
The merchant is the only one who can track where they issued the refund to as it was not to the card used to purchase the item, nor to me.
Sincerely,

***** *********
Business Response
Date: 03/04/2025
Hello *****,
We have sent you a screenshot through your email for your reference on the adjustment.
We have added $5.00 to your rewards account since we can not do the refund again. This will be available to you for 30 days until fully redeemed.
Thank you for choosing Casey's.
Initial Complaint
Date:02/03/2025
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.
Placed order 2/2/1025 evening for order number M029390202-120602236 order was made completely wrong, use points as well as credit charges and manager was completely rude and unknowns and was refusing to rename the pizza correctly
Business Response
Date: 02/03/2025
Hello ******,

Thank you for contacting Casey's.

We apologize for the experience with your recent order. We have requested a refund for the amount of $13.60. You should see that amount back on your payment account in 3-5 business days.

We have also added back the Casey's cash to your account. This will also be available to you for 30 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
Initial Complaint
Date:01/24/2025
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.
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
Date: 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 Answer
Date: 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
Date:01/10/2025
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.
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
Date: 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 Answer
Date: 01/20/2025

Complaint: 22793841

I am rejecting this response because:
i have not heard from anyone in regards.

Sincerely,

***** *******
Business Response
Date: 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 Answer
Date: 01/22/2025

Complaint: 22793841

I am rejecting this response because:
Hi ****,
My address is ******************************************

Sincerely,

***** *******
Customer Answer
Date: 01/22/2025
Hi ****,

My address is ******************************************

Sincerely,

***** *******
Business Response
Date: 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 Answer
Date: 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
Date:01/02/2025
Type:Billing 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 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
Date: 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 Answer
Date: 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
Date:12/30/2024
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.
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
Date: 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
Date:12/23/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:12/11/2024
Type:Sales and Advertising 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 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
Date: 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
Date:12/04/2024
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 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
Date: 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

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Casey's General Stores is NOT a BBB Accredited Business.