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:10/12/2022
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.
They charged my card twice for something I bought in the store. I tried to get my money back and they continue to tell me they sent the money on September 26th. My bank continues to tell me that they did not send it to my bank and it has not hit my account.
Business Response
Date: 10/12/2022

Hello ******,
I'm sorry to hear about the double charge from our ************** store on 9/24/22.

We did issue a refund in the amount of $22.90 back to your bank on 9/27/22.

Your bank just needs to accept the refund on their end.

We also have gifted you a complimentary *************** as a guest courtesy.

Please have your bank reach out to us if they have questions on this refund.

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:10/03/2022
Type:Customer Service 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.
Caseys overcharges and the employees just say I cant fix the price. Today I went in and got cigarettes the price should be $15.32 and I was charged $16.62. The employee just informed me I cant fix it. This has happened several times. I even emailed them a couple years ago with my receipt and complained. I got an apology from the manager. They have not bothered to fix the issue of items being marked one price and charging a higher price. There is never anyone in the store that can or will fix it. They are basically ripping people off and dont care.
Business Response
Date: 10/05/2022
Hi ********,

Thanks for reaching out to us about the offer.

In review of your rewards account, it looks like the [Save $1.20 On 2 Packs of Marlboro] saved offer was successfully redeemed at our store.

You were charged $7.66 per box for a total of $15.32 before sales tax was added.

Feel free to call us if you have questions about promotions or charges.

Thank you,
Darcy
Casey's Guest Relations
************
Customer Answer
Date: 10/05/2022

Complaint: 18156174

I am rejecting this response because: they didnt address the correct date in question. I sent copies of two receipts one from September 25 with the amount I should have been charged and October 2nd with the amount I was charged that day. The complaint was for the charge on October 2nd. Id really like to know what they are going to do to correct this as an ongoing issue if possible also.

Sincerely,

*************************
Business Response
Date: 10/06/2022
Hello ********,

Thanks for reaching back out to us.

I have added $1.30 in Casey's cash to your rewards account as refund for your over-payment.

Feel free to call us on any issues with rewards.

Thanks,
*****
Casey's Guest Support
************
Initial Complaint
Date:09/30/2022
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 was over charged. I read the sign above the item, purchase the two items at the same time, and have the receipt and a picture of the promotion to prove my point. I did mention to the cashier that the price was off and she informed me that it should be a coffee not a tea for the promotion. That is when I took a picture of the promo and sent it along with a picture of the receipt to contact us from Caseys app. I have not gotten a real person to respond. All I have received was there auto response email that they got the message and will respond. I have replied and sent other comments without any answers. I decided in the store I had time to resolve it later than try on a short lunch break. Now I am turning to the bbb because the complaints here have been responded to. All of this for a medium drink and a breakfast sandwich at the Advertised price. I really went for a slice of pizza but they were out.
Business Response
Date: 09/30/2022
Hello *******,

Thanks for reaching out to us and sorry to hear about the promotion not being rang-up correctly at the store.

I have Added $0.88 in Casey's cash to your rewards for this oversight.

Thank you,
Darcy
Casey's Guest Relations
866 922 076
Customer Answer
Date: 10/09/2022

Complaint: 18149324

I am rejecting this response because:
I dont reject that I got my refund of over charged what I have a dispute with now is that Caseys only responded due to reaching out to the BBB before they would resolve any issue. I would like to know that they are working to resolve the issue and future issues similar. Along with have they ripped off other customers or myself when I was not as attentive. I would like to know they have resolved the issue and truly value my opinion. Since I had to go public with my issue Caseys should go public with their apology not just reimburse me for the difference I overpaid. Also reimburse others that have been overcharged. Or reassure the public that I was the only one.
Sincerely,

*****************************
Initial Complaint
Date:09/29/2022
Type:Order 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 have 2 charges on my card that just came through on my phone. For almost 52 dollars. Do cashiers not ask for identification anymore? I don't know what was bought but 2 in row. This happened at the Casey's in ****** ** and I just moved outta state 4 days ago. **** app said to contact the merchant. So that is what I'm doing. My mom just sent me that money for electric because I'm short on funds and now I'm about to lose my power. Please help me. The charges were for ***** and *****.
Business Response
Date: 09/29/2022
Hello *******,

Thank you for reaching out to us!

Please provide me with some additional information about the two charges so that I can look into this.

Please share the date of purchase and last 4 digits of credit/debit card charged.

I do not have any purchases on your rewards account for those amounts and the attached pictures were of an app order, but not a receipt or final purchase and no identifying information about the account holder.

Feel free to call me for quicker resolution. I am happy to request a refund for any charge on your account that you did not make.

*****
Casey's Guest Support
************
Initial Complaint
Date:09/29/2022
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.
I have contacted Casey's multiple times regarding my account being hacked. I get the "forget password" email on a regular basis. I have contacted customer support to request removing my account and information. I never received a response for directions on how to delete my account nor has Casey's customer support offered to close it for me.
Business Response
Date: 09/29/2022

Hi *****,

We are sorry to hear this news.

We value you as our guest, but If you decide you would like to proceed with deleting your account, please sign in and go to your account's personal information and select "DELETE MY ACCOUNT".

Please note your account will be deleted, including any rewards you've accumulated, and it will not be recoverable.

Thank you,
Darcy
Casey's Guest Relations
************
Customer Answer
Date: 09/29/2022

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.

Sincerely,

*****************************
Initial Complaint
Date:09/26/2022
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 purchased gas at Casey's Store #**** located in *****, **** on June 10, 2022 for a total of $76.00 at pump #6 at 5:09 Auth# ****** using my debit card. I was going through my banking transactions and noticed there was an additional charge at Casey's Store #**** on the same day, June 10, 2022 for a total of $70.40 Auth# ******. I have attached a copy of my receipt for review from that day. I am out of $70.40 for a purchase that i did not make. This additional charge has caused other financial issues.
Business Response
Date: 09/26/2022

Hello *******,

Thanks for reaching out to us.

In review of your fuel purchases, I have two receipts for 6/10/22 at our ***** store for a card ending 9393.
One was a pre pay inside the store and the other was a pay at the pump purchase.

If you did not make both purchases you will want to dispute the charge with your bank or credit card.

Thank you for your patronage, as your business is sincerely appreciated. Please accept our sincere apologies and we do hope you will allow us the privilege of serving you again soon.

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:09/19/2022
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 purchased products at store which had a promo , spend ***** or more , and get .25 per gallon off of fuel (gas). I had **** off per gallon, I purchased gas at **** per gallon meaning I paid .1 a gallon. They took all my **** plus my cash rewards of **** I had in my account, I called the promotion department, on sept. 12th one day after my purchase, and was told I would get a return call, they never called back, I called again on September 14 th and was told again to wait for a call in less then 2 hours they never called, I went to store on September 15th to make a purchase, and my account was disabled,
Business Response
Date: 09/20/2022

Hello ******,

Thanks for reaching out to us.

On 9/13 you received **** of the $5.50 fuel discount.

You were only charged $0.01 per gallon as required and the remaining $1.56 of your fuel discount is being held on internal review for employee rewards fraud.

We are not able to share any information with you until this review is complete.

Thank you,
Darcy
Casey's Guest Relations
Initial Complaint
Date:09/12/2022
Type:Delivery 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 have a loyal rewards member and have exceeded the 10 pizzas by far and my account always resets and says I need 10 more in order to get a free pizza. I am never able free pizzas. I believe I am owed like 2 by now! I have had contact with them, and no one follows up to this glitch. My email address is ************************ and my phone number is **********. Pull up my history - many pizza orders, with ZERO redemptions of free ones. Also, my order on 8/9 (#*********) hasn't shown up on my account. There is a glitch and no one will fix it!
Business Response
Date: 09/12/2022
Hello ****,

Thank you for reaching out to us regarding your box tops in your Casey's Rewards account.

To view your box top counter on your Rewards account, sign in and select Rewards.

Once you accumulate 10 box tops, the counter returns to zero, and a free large pizza up to the value of a specialty pizza is added to your saved offers to be redeemed for your next qualifying order.

You have purchased 10 large pizza's and a free pizza was added to your saved offers. Box Top pizza's expire after 60 days.

Your saved offers can be viewed under the Rewards section of your account.

We appreciate your patronage, and we hope to serve you again soon!

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 09/15/2022

Complaint: 18006282

I am rejecting this response because it is not accurate.

Sincerely,

*********************
Business Response
Date: 09/15/2022

Hi ****,
I'm happy to add a free ************* to your rewards as a guest courtesy.
This has been added to your saved offers in Rewards.
Please feel free to reach out if you have other receipts not added to rewards, and I'll be happy to add box top credits for any purchases you made that you did not receive box top credits.
Please provide date of purchase, store number or address of store you purchased pizza, receipt number or last four digits of debit or credit card used.
Thanks,
Casey's Guest Support
Initial Complaint
Date:09/08/2022
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.
I have made repeated purchases to receive a gas discount that I don't get. Contact with the company only gives me more trouble. Caseys general gas station stores advertising a gas discount for purchases over $10 before taxes. I have made multiple purchases, and still not receiving the discount. The corporate phone number is always on a 'reached us outside of business hours' between 8am-4pm, no matter what day I call, no answer. I got 1 message from someone in corporate and their answer was to tell me I received it, even though I didn't. My discount is at 0. Its obvious there was no discount recieved. I shop here specifically for the discount and the continuous fraud by Casey's is not being handled. Who else do I report this to?
Business Response
Date: 09/12/2022

Hello *******,

Thanks for reaching out to us about the Spend $10, Earn 25 Per Gallon On Your Next Visit offer.

In review of your account, you earned $3.25 in fuel discounts on this promotional offer.

I was able to locate your receipt, and you did use your $3.25 in fuel discounts on 9/7 at our ********* store and saved $61.36 on that fuel purchase.

Receipt #*******

Thank you for your patronage, as your business is sincerely appreciated. We do hope you will allow us the privilege of serving you again.

Thank you,
Darcy
Casey's Guest Relations
************
M-F 8am - 5pm
Sat 11am - 5 pm
Initial Complaint
Date:08/08/2022
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.
On July 28th I visited Casey's to purchase a phone service refill card. When I was at the register I also grabbed a small cooky cup. The cashier scanned both items and processed the transaction using my debit card for payment. The transaction was approved and also shows approved on my bank statement. The transaction should have been completed at that point but the cashier continued to manipulate the cash register keys and within seconds the terminal showed Error message and the cashier immediately grabbed the phone card off the counter and said "I can't sell this item to you." I replied that she Already sold it to me and that the transaction was approved but she replied the transaction had been cancelled and then she then took the original reciept to the manager that was onsite and after speaking in the office privately, she came back and said that the mjney would be returned immediately and that is was probly already back on my card. She then re charged me for the cookies so I made 2 purchases and left eith only One item purchased. She pepared a different reciept which stated that 00 amount was processed and it said cash refund of $27.26 was issued but she did not give me any cash back for a refund but she did tell me to come back later if there was a problem since she would be there til midnight. I returned around 5 or 6 pm but at that time she changed her explanation of refund saying it takes up to 72 hours for refund. I called my bank. No refund pending and since it was debit I had to contact the merchant myself. Which I did. The third time I went in there was July 31. Later in the day but missed the manager. I asked to speak to someone else and the 2nd Assistant came to the register and immediately asked me in a rude manner if this was about the phone card. She wasnt present when the issue occurred but yet she knew exactly what I was there for. Basically its been over a week, ***************************************** otherwise. The entire amount is $29.45.
Business Response
Date: 08/09/2022

Hello ******,

Thanks for reaching out to us and sorry to hear about the phone card activation.

We have issued a refund in the amount of $29.45 back to your card ending in 6600.

Please allow 5-7 business days for this credit to settle back on to your account.

Again, please accept our sincere apologies. Thank you for your past patronage, and we hope you will allow us to serve you in the future.

Thank you,
Darcy
Casey's Guest Relations
************

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