Complaints
This profile includes complaints for Kraft Heinz's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 62 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/28/2025
Type: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 Kraft Heinz Zesty Cocktail Sauce regularly and the label does not say the product should be refrigerated after opening the product. I opened and used the product yesterday and did not refrigerate it. I examined the label again and there is no mention of the need to refrigerate the product after opening it. Before I used it today, I called the company and asked if I could use the product and was told to throw the product away. I think that the product should be marked to indicate that it should be refrigerated after opening. This product is expensive and throwing a food product away because it is not marked properly is wasteful and Kraft has failed its customers/consumers and this has been going on for many years. This is negligent but I am not going to do anything except make this complaint.
Business Response
Date: 04/04/2025
Thank you for referring this consumer concern to us. I was able to speak with *********** regarding this product. We do apologize for the confusion. In reaching out to the individuals that are responsible for this products manufacture, I was able to confirm that this product doesnt have to be refrigerated. This information will be communicated to our customer service unit as a training opportunity to avoid any confusion in the future. Attached is our letter that was sent to Mr. ********************* you again for sharing this concern with us. If Mr. ******** have additional questions, he may feel free to contact me accordingly. My phone number is ***********. The reference number is ********. Sincerely, ***** *******, Senior Executive Representative
Customer Answer
Date: 04/07/2025
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:03/05/2025
Type: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 PURCHASED ****** BRAND FRENCH FRIES. MY FAMILY AND I COOKED THEM, AFTER WE LATER DISCOVERED GREEN MOLD ON SEVERAL OF THE FRIES THAT WE HAD ALREADY EATEN. WE FILE A COMPLAINT ON THE ORELDA WEBSITE AND HAVE NOT RECEIVED A PHONE CALL OR EMAIL. WE HAVE SEVERAL IMAGES OF THE PACKAGE AND MOLDED FRIES ITSELF.Business Response
Date: 03/18/2025
Thank you for letting us know about Mr. ****** concern. We have made several attempts to reach him and have been unsuccessful.
His comments have been shared with the appropriate departments of our company for their research of the concern. In addition, we have sent coupon reimbursement. If Mr. ***** would still like to speak with us, he may call ************. Our reference number is *******.***** Edwards Senior Executive Representative Kraft Heinz Consumer Relations
Customer Answer
Date: 03/19/2025
Complaint: 23022085
I am rejecting this response because: my girlfriend and I both became sick from the bad product. We are still slowly recovering. We will not accept such voucher at this time.
Sincerely,
******* *****Initial Complaint
Date:02/12/2025
Type: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 February 4th 2025 I purchased a 4 count package of Jell-O pudding, which 3 out of the 4 cups seals were damaged. There was no outside damage to the the package itself. But I would not use the damaged cups out of fear of contamination.Business Response
Date: 02/27/2025
Thank you for providing us with the opportunity to speak to Mr. ***** regarding his concern. I spoke with him today and apologized for the inconvenience. Based on our discussion, it appears that there may have been a mechanical malfunction during the sealing process. This information was made available to the appropriate individuals that are responsible for the manufacture of this product in an effort to circumvent a reoccurrence. He appeared pleased with our conversation. Im sending coupon reimbursement. If additional information is needed, I may be reached at ************. The reference number is 05396971.
***** *******
Senior Executive Representative
Kraft Heinz Consumer RelationsCustomer Answer
Date: 03/03/2025
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:01/07/2025
Type: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 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
Date: 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 Answer
Date: 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
Date:12/23/2024
Type: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.
just bought cheese, was moldy when i opened it. gross!Business Response
Date: 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
Date:11/22/2024
Type: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.
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
Date: 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 Answer
Date: 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
Date:11/15/2024
Type: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.
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
Date: 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
Date:10/15/2024
Type: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 purchased a 340g of KD original from a convenient store and it is expired. This is not acceptable.Business Response
Date: 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
Date:08/23/2024
Type: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 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
Date: 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
Date:07/14/2024
Type: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.
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
Date: 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 Answer
Date: 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,
*******************
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