ComplaintsforKraft Heinz

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased four blocks of cream cheese. The cream cheese is sour. Bought them for a going away party because I am in the military. Could not use them had to buy from different proprietor. Made a phone call to craft the number on the box and was met with barely English-speaking customer service. One woman in particular named ****** was rude and condescending. This seems to be some kind of customer service boiler room in ******* ***** and I'm wondering if those coming across the border we are just sticking them in a factory and making them work for craft it's that bad. I *********** out soon to work the ******* war I am a nurse in the military and I don't appreciate being treated this way. I spent $15 on this cheese all three of them. At this point I would like my money return to me I don't want any more cheese because I will be shipped out for several several months. I am hoping that craft improves the way they treat their customers on their customer service line.

  

  Business response

  09/21/2023

  Thank you for forwarding this concern to us. We were unable to locate a case for this consumer. The phone number ************ appeared to be a fax number. However, in checking further we discovered that the case was in her daughters name ***** Farm.  Ms.**** indicated that she was assisting her mother with this concern. We apologized for the inconvenience that her mother experienced, and we are sending out our check for reimbursement. Please see the attached letter and advise if there are questions. Should Ms. ******* need to speak with me, she may contact me at ************. Our reference number is 0513179.

  *************************
  Senior Executive Representative
  Kraft Heinz Consumer Relations

  Customer response

  09/22/2023

   
  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.
  
  Sincerely,
  
  Fluer Street

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my son 3 pizza lunchables which didnt expire for over a month. When each was opened there was mold on the cheese. I sent an email and heard nothing. I sent another email and they sent me three coupons to replace. We went to a different store and bought three new ones, and they STILL HAD MOLD! I sent another email along with pictures and asked them to refund my purchases instead of coupons for more food that I wouldnt feed my child and they didnt respond. I followed up again. No response. This is not okay. I want my money back

  

  Business response

  09/22/2023

  Thank you for bringing this concern to our attention. We have reached out to **************** and are forwarding reimbursement.  In view of the nature of the concerns we have also provided proper feedback to our teams involved to circumvent a reoccurrence of **************** experience.
  Please find attached our letter to *****************
  If there are questions or additional feedback, I may be reached at ************.  Our reference number is 04972728.
  *************************
  Senior Executive Representative
  Kraft Heinz Consumer Relations

  Customer response

  10/03/2023

  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. I missed the other email. Yes I am satisfied with Kraft/Heinz remedy to this issue.
  
  Sincerely,
  
  ****************************; 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,First I wish to say I love the product Seriously Good mayo. I always purchase it. This time however, I have had a problem with the lid. My hands are small and I pick the jar up by the top. The first time it the lid came off, it was in the frig. I blamed myself for not tightening it enough.I was careful putting the lid on securely when I put it away. Unfortunately the lid came off and the mayo hit me on the ankle the very next time. It was very painful and I am a fortunate that my ankle didnt break. It was a newly open jar and very full. I happened to have an old jar and I changed lids. It appears to be more firm. This is the date code on the jar. 2023 Se 05 Mo 03:03. Product code ***** *****. Hopefully no one else was injured.

  

  Business response

  07/19/2023

  We are pleased to respond to this consumer's helpful feedback. 

  We have made several unsuccessful attempts in reaching the consumer by phone to acknowledge receipt of this information and to thank her for her valuable feedback.

  As a result, we have followed up by e-mail. We greatly appreciate her comments and have made this information available for our Quality Team.

   In the event that the consumer has additional comments or questions, we are also happy to share with Quality.

  The consumer may reach me at ************. The reference number is: 04962935.

  
  *************************, Kraft Heinz Consumer Relations
  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been using SUREJELL for over 35 years to make all my jams and jellies. On June 6 2023 I made 2 batches of strawberry freezer jam. Neither batch set. They were runny and separated. Not a jam consistency at all. June 7 2023 I again made 2 more batches of freezer jam because the jam didnt turn out the day before. Same consistency of runny and separated again. I called the company to complain about the SUREJELL product. They referred me to a recipe using yet ANOTHER box of SUREJELL to add to the failed jam I made to supposedly fix the consistency of the failed jam. So Im supposed to give this company more money to fix a faulty product they are selling???? Now why should I as a customer have to pay for their faulty product??? They have to know there is a problem because when you call the customer service number at ************** (on the box) they have a specific recording set up for failed jams and jellies. I called and talked to not only a customer service person but also asked to talk to their supervisor when I got no satisfactory answers. She told me to use the FIX IT recipe. She was sorry to hear my 4 batches of jam didnt turn out. I asked her if the SUREJELL product changed as Ive NEVER had a batch of jam/jelly ever not turn out in the 35 years Ive been using their product. I said theres no way I could of had 4 batches all turn out wrong. She said she wasnt there in my kitchen to see what I was doing wrong! WHATT???? I told her its not me but their product! So I have spent:$20.00 for fresh strawberries $14.72 for 4 boxes or SUREJELL $4.50 for sugar TOTAL : $39.22 I asked what they would do about all the money Ive spent including all the ingredients I used to make the jam The supervisor said all she could do is direct me to the FIX IT recipe. After some complaining she offered to send me a coupon for the SUREJELL. Now why would I spend more money to make more jam/jelly when I know their product is faulty and will require another box to make the right consistency when it doesnt urn out the first time? I want to be reimbursed for all my costs since there is something clearly wrong with the SUREJELL! Thats $39.22. Youd think for a huge company that they would treat a loyal customer better than that! Very disappointed!! Thank you for your time

  

  Business response

  07/07/2023

  We have been unsuccessful in reaching the consumer by phone and e-mail, I first called the consumer June 30th and left a message in her voicemail. I followed up again today with still no success so I sent an email. Im sending the attached letter with check reimbursement in the amount of $39.22 as the consumer requested.

  

  Business response

  07/10/2023

  We have been unsuccessful in reaching the consumer by phone and e-mail, I first called the consumer June 30th and left a message in her voicemail. I followed up again today with still no success so I sent an email. Im sending the attached letter with check reimbursement in the amount of $39.22 as the consumer requested.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received Heinz marinara sauce at a local ******** for their cheese curds. Opened the sauce and ate from it only to discover it didn't taste right. Looked into the sauce container and saw some foreign material. It was a greenish-yellow! This made me instantly sick to my stomach and wondering if I just consumed something chemically contaminated.

  

  Business response

  05/11/2023

  Thank you for bringing this concern to our attention. We are sorry to hear about the problem that **************** has experienced with our product. As a result, we would like to involve our quality team in research of the information received.
  We have attempted to reach the consumer by phone on the date 5/10/23.  A message was left and a follow-up e-mail was sent. However, as of todays date, we have not received a response from ****************. Once we speak with **************** and secure additional information, we will proceed in our research of the concern. We can be reached at ************. The reference number is 04913292.
  Thank you again,
  *************************
  Senior Executive Representative
  Kraft Consumer Relations
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The shaker bags were missing from all of the last 6 boxes of ************* Original Pork I bought between April 3 and April 16. Before this time period, every single box of ************* Original Pork had a shaker bag in it. Additionally, in the enclosed image there is a picture of the side of the box which states that the bags are supposed to be in there. I would like to be compensated for this please, as soon as possible.Also it is important to note that I have tried calling and apparently your phone line is only open from 9-6 EST which translates to 8-5 Central Time, perfectly and inconveniently coinciding with the hours when I have work. I also tried contacting you through your website but for some reason, both times when I tried contacting you, the page repeatedly said something along the lines of, "Sorry, we were unable to process your request. Please try again." I clicked the same button roughly 100 times but to no avail. You are very difficult to contact and I would like a full refund if at all possible. Also enclosed is the expiration date, Serial code and product code, since I don't want to bother with it another time-- I have to maintain my sanity.

  

  Business response

  04/19/2023

  Thank you for reaching out to us regarding Mr. ****** concern. We have called and left a message in his voicemail.
  In addition, we have followed up with an e-mail. Once additional details are received along with the amount for his purchase,
  we will handle the reimbursement accordingly.

  
  Should there be questions, I can be reached at ************.When contacting me, reference should be made to
  The case number 04895814.

  
  Sincerely,
  *****
  Senior Executive Representative
  Kraft Heinz Consumer Relations

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to file a complaint online, but your ridiculous online questions were asking so many questions that I dont know the answer to. I bought your product at King ******* in ****** and it didnt include any noodles like its supposed to. It only had bacon and cheese in the bacon and Mac and cheese meal. This is ridiculous.

  

  Business response

  04/11/2023

  Thank you for letting us know about Mr. ******* concern that is related to one of our products.

  We are sorry to hear that there was a problem with our Mac & Cheese Meal.
  We have contacted **************** and left a message in his voice mail with our contact information.

  In addition, we have followed up with an e-mail. Once we speak with ****************, we will attempt to respond to his concern and provide your office with a status.

  
  In the event that there are questions, I can be reached at ************. When contacting me, please refer to the reference number 04889836.

  
  Sincerely,
  *****
  Senior Executive Representative
  Kraft Heinz Consumer Relations.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 peanut butter for $10.97 each from ******* because we ran out it was the 2k gb opened the first one, it was oily, which we had never encountered before. opened the other bottle to see if it's the same and it was, the best before is october 2023 for both of them. sadly the texture and consistency was off for the both of them. i just want my money back since i can't return these opened. will throw them out

  

  Business response

  04/11/2023

  Thank you for allowing us the opportunity to review this consumers concern.
  We are sorry that the purchase did not meet ********************** expectations.Unfortunately, without
  A phone number we were unable to call the consumer to determine additional details.
  Nevertheless, we are sending a check for the $10.97 reimbursement.

  In the event that pictures are available along with the product bar code (Scanning code) and Code information (Best When Used by Date and the numbers and letters which follow), We will see that this is shared with the Quality Team for their research of the concern. Please see the attached copy of our letter to this consumer which was sent with our check.

  
  Please let me know if there are questions.

  
  Sincerely,
  *****
  Senior Executive Representative
  Kraft Heinz Consumer Relations

• Initial Complaint

  03/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After hours of logging in Marlboro rewards and spending thousands of dollars on their cigarettes, they have not filled my order from 11/23/22. Numerous phone calls and emails have not helped. They cannot escalate the missing shipment. They keep saying once the item comes back in stock the order will be filled. The item is not out of stock, because you can order it currently from their website. The order was for two $50.00 Cabela gift cards . Order number *********. Id like my order or the ****** points returned to my account so I can purchase something else.

  

  Business response

  03/14/2023

  Please note that this product does not belong to the Kraft Heinz company. For questions, the consumer should call me at ************. 

  **********;

  Senior Executive Representative

  Kraft Heinz Consumer Relations

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased several jars of ******* ************ that was not dissolving I contacted Kraft Heinz for a full refund I was refused my refund of $80 instead they sent out manufacturers coupons I've tried utilizing them at several stores within my community they are not accepting these coupons for they are stating that they are accustomed to a coupons that looks more like a company check with the company's name, my name, the amount and a barcode that consists of a scan and numbers so I contacted customer service to inform them of the issues in which I was receiving I requested to speak with a supervisor to my surprise a very rude nasty supervisor by the name of ****** answer the call I can barely hear her for it sound as if she was in the restroom and it was very poor choppy service so as she was being rude I requested to speak with another supervisor she said please hold next thing you know she came back to the line I explained to her her phone was choppy I cannot make out what she saying she hung up the phone I then called back and was met with a very unprofessional representative by the name of ***** at which time I asked what was the supervisor's name that I was speaking with prior to this call she refused to provide the supervisor's name I informed her that I will be reporting this matter she asked who was I reporting this too I am formed her that I'm reporting it to everyone I feel like reporting it to so I requested to speak with a supervisor yet again another unprofessional supervisor about the name of ****** was of no assistance yet again so it makes me feel as if this is just company Behavior I then requested for supervisor ****** to transfer me to the highest person in the corporate I was refused as he stated he's the highest he's going to connect me to so I'm left feeling ripped off and the some amount of $80 I requesting my full refund for I do not want to support a company with poor customer service and lack of care for us the paying customers More details

  

  Business response

  03/14/2023

  Thank you for allowing us the opportunity to review and respond to this consumer's concern. 
  We have carefully reviewed the information that was provided and have spoken with the consumer. As a result, we are sending a check reimbursement in the amount of $80.00. In the event that there are questions, I may be reached at the phone number ************. When contacting me the reference number ******** should be used. A copy of our letter to this consumer is attached.

  
  *****
  Senior Executive Representative
  Kraft Heinz Consumer Relations

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