Complaints

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:12/18/2024

  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.

  My husband bought the butterball turkey from ******* supercenter in mesa *******. It is on ********** and ************* in mesa *******. We cooked it on Thanksgiving and it didn't taste good and it went bad in one day after we cooked and it tasted funny. We paid $ ***** dollars. We just want our money back. We are on oxygen and we are recovering from covid Resolution, we want our money back. We lost the receipt because we moved every year . We were homeless for 24 days. We have a nice place now. Thank you

  Business Response

  Date: 12/18/2024

  This response acknowledges the complaint that was filed.  We do not offer refunds if you do not like the product.  After speaking with consumer, they indicated that they ate it all or half of the turkey before throwing it away.  They also claimed that the turkey was bad the next day.  We don't know how the product was cooked or handled when stored.  Unless we have further information we are unable to investigate that.  Due to a lack of information we are denying this refund.  Consumer has contacted us before claiming this issue and asking for refunds.

• Initial Complaint

  Date:12/02/2024

  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 purchased a 25 pound butterball turkey from our local Food Lion.The processing / quality control of this bird was substandard!!After it was fully defrosted; ! I had to literally pull lots of feathers off the turkey, which were abt 2 inches long ( Pin feathers)The turkey was also bruised on it's back and wings..I've never seen that before, but hoped for the best..I cooked the turkey exactly as directed ,per pound. I've made turkeys every thanksgiving for over 30 years!!I've never had a problem before and have always purchased This brand, but No more!; Because , to our horror; it was non edible!!It was tender, DEFINITELY DONE, and fully cooked, as the meat easily coming away from the bone but yet, there was an odd PINK color inside.??No one we could eat it.I was beyond embarrassed..

  Business Response

  Date: 12/13/2024

  Consumer 

  Thank you for contacting Butterball. We apologize for the issues with your turkey.
  While bruising is not a food safety concern, we understand it's not ideal. We strive to remove all feathers, but sometimes we may miss a few.
  Regarding the pink color, this can be due to natural pigmentation, cooking methods, or pH levels in the ******. It's important to cook the turkey to an internal temperature of 170F in the breast and 180F for optimal flavor and texture.
  

• Initial Complaint

  Date:09/09/2024

  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 bought some ground turkey and while eating there was a hard plastic object in the meat

  Business Response

  Date: 09/13/2024

  Hi *******.

  We are truly sorry to hear that you found a piece of plastic in the ground turkey you purchased.  Your satisfaction is our top priority, and we take this matter very seriously.

  We understand how concerning this must be, and we want to assure you that we are investigating this incident thoroughly.  I do see in our records that you contacted our consumer affairs team to report your concern.  We have sent a retrieval kit to obtain the plastic so that we can do our investigation.  

  Once we have this information, we will take immediate steps to identify the source of the issue and prevent it from happening again.  Please know that we are committed to providing safe and high-quality products to our customers. Thank you for bringing this to our attention.

   

• Initial Complaint

  Date:05/03/2024

  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.

  I have been purchasing Butterball Roast Turkey boneless breast over 4 years. I recently noticed that the product was yielding much less than before. I weighed the roast frozen and it weighed in at 3lby 2.8 oz. for the total package including a 10oz gravy packet. Upon thawing the product I weighed the roast both with the thawed gravy packet and without. The uncooked thawed roast weighed 2lbs 5.4 ozs. After cooking it weighed 2lbs 1.5ozs. I contacted Butterball customer service chat line and was told the package is sold by net weight including the gravy packet. The label is very deceiving. The consumer has no way of knowing that the weight listed INCLUDES the gravy packet. The customer service agent, ***********, kept repeating that the labeling guidelines are being met. I repeated my concerns that the consumer can not "assume" to know the labeling guidelines for poultry products. He was not helpful at all. He did not address my concerns. I feel this packaging is deceptive. I also mentioned that the roasts are much smaller after cooking than before. He just dismissed my concerns and repeated that the roast was 40 oz and the gravy packet is 8 oz. Well, the gravy packet is clearly marked 10ozs. As I said I have been purchasing these roasts for about 4 years paying an average of $13.00 every two weeks. This is highly suspicious to me. I feel the meat is now being injected with more solution than is stated as well as being a total deceptive product. I was asked if I would like a copy of my chat emailed to me which I requested. I never received the email from ***********. Fortunately, I did snap some screenshots of my interaction.

  Business Response

  Date: 05/10/2024

  Contacted consumer to discuss concerns regarding the labeling on the Butterball Boneless Turkey Breast Roast.  Per USDA guidelines, the package is labeled for the total net weight which includes the meat and the gravy packet.  I will take her feedback on our product labeling to our **************** and Operations teams for their review and investigation.  We have agreed on a resolution the case is closed.

  Customer Answer

  Date: 05/10/2024

   
  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:01/23/2024

  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.

  I do not have the purchase receipt or any of the wrapping around the turkey. We purchased this turkey from ******* in **** **. just before Thanksgiving. The size and weight was perfect for my family. We find it is difficult to find the size turkey we want closer to Christmas and New Years. We planned to cook this turkey on New Years, but because it was so full of water and it was still frozen after being in our refrigerator for 6 days. New Years morning we took the turkey out of the refrigerator an hour before we were going to cook it. The 9X13X2 casserole dish was full to the top with water and inside the turkey cavity was a chunk of ice that took up about 3/4th of the turkey cavity and it was still frozen to the turkey. So all this being said my family and I did not have a turkey dinner for New Years. Also when we did cook the turkey we tried to account for the weight loss for all the water. We tried to compensate for the water loss by cooking the turkey an hour less, then an hour before the turkey was done. My wife suggested I check the breast and thigh temperature. So this is actually 2 hours before the turkey is done according to the sticker weight. The temperature for the breast was 220 degrees.we We were unable to eat a lot of the thigh and drumsticks, they were hard and dried out. The breast was dry and crumbled. I have always bought Butterball turkey and never been disappointed. I'm not sure I will buy another Butterball turkey because of this experience with the added water weight. Then you send me an email that you are very concerned and take the quality of your products very seriously. I think you should and I want to say I take the quality of a product I purchased very seriously. Our New Years dinner was ruined and it was your product that ruined it. I also don't think it's right to be ignored. I understand that you are investigating my issue, I also feel I should be kept up-to-date and not ignored

  Business Response

  Date: 01/24/2024

  Contacted consumer to discuss and successfully resolved the issue raised with their ******.  We appreciate him bringing this matter to our attention and for working with us to find a solution. We are committed to providing our customers with high-quality products and services and we are confident that he is satisfied with the outcome.

  Customer Answer

  Date: 01/24/2024

   
  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:01/15/2024

  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 purchased Butterball Turkey Low Sodium Bacon and its not the first time I had problems with their ********* bulks up when you cook it or it doesnt cook like its suppose to get crispy not and just not what I used to after years of buying it. They need a Federal inspector to see what is going on with them. It cost too much to have this problem as often as it happens. They need to go back making it like they use to or discontinue the product. I know companies these days dont care all about making money. Please check into this. Ive been a customer for years since I cant do regular bacon.

  Business Response

  Date: 01/24/2024

  Connected with consumer regarding the experience with the Butterball Turkey Low Sodium Bacon. While our QA team assures us the formulation hasn't changed, we acknowledge that the lower fat content of turkey bacon can contribute to puffing during cooking.  This can be tricky to navigate, and we appreciate you bringing this to our attention. To help prevent puffing in the future, give us a call at 1-800-BUTTERBALL.  We can provide tips or different cook methods such as pan frying, oven, or air frying.  We are committed to providing our customers with high-quality products and we are confident that they are satisfied with the resolution.

• Initial Complaint

  Date:12/07/2023

  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 bought a frozen already cooked and smoked turkey a few days before Thanksgiving (for $38.00). I thawed it in the fridge per their instructions. Not really thinking about it, I carved it and put it out for the guests. No one could eat it, it was extremely dry. So basically Butterball ruined Thanksgiving for my family and friends.So I contacted them about it. They sent out a canned email, and the first thing it said was "we don't compensate for dry turkey". They cooked it, not me, so it's 100% their fault it's inedible. But they just don't care and made it very clear by sending the same canned letter again that they'll do nothing about it.They cooked it!

  Business Response

  Date: 12/14/2023

  We were unable to connect via phone because of incomplete number listed in the complaint.  Through email, we have successfully addressed the issue raised by the consumer. We appreciate them bringing this matter to our attention and for working with us to find a solution. We are committed to providing our customers with high-quality products and services.  We are confident that they are satisfied with the outcome. 

• Initial Complaint

  Date:12/05/2023

  Type:Product 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 purchased a tagged as ***** pound Butterball turkey on or about 11/07/2023 from Aldi in *********, **. It had next to no dark meat and the legs were unusually small, but when totally carved amount of meat was less than half that of all our past turkeys, it was substandard in all ways. The requested information was sent to Butterball customer service, but they have made no attempt at contact except to email me they received my email. I will never purchase from them again.

  Business Response

  Date: 12/06/2023

  We have successfully resolved the issue raised by the consumer. We appreciate him bringing this matter to our attention and for working with us to find a solution. We are committed to providing our customers with high-quality products and services and we are confident that he is satisfied with the outcome.

• Initial Complaint

  Date:11/27/2023

  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 purchased two frozen 3 pound frozen turkey breast a few days ago for Thanksgiving. Opened both to find a big sack of 'gravy' (I expected that, but such a ripoff...clearly just to add weight to the package); but that I could get past. But I cut open the white mess bag of one that was holding the 'breast' and if fell out into three chunks roughly 1/3 each, completely unattached to each other. That made it useless for put on a smoker. Clearly they had three leftover pieces of meat and sold it to me as 'a' breast!

  Business Response

  Date: 12/04/2023

  Thank you for informing us of your recent experience with our product. We are sorry to learn of your disappointment with the product you purchased and appreciate your comments.
  
  Based upon what you described, it seems that you purchased the Butterball Turkey Breast Roast which is a whole muscle meat and not a chopped, formed or pressed product. This product is de-boned thus creating several pieces of meat instead of one piece. The string netting that is wrapped around the meat holds it together, allowing the meat to fuse together during roasting which provides a solid product that can then be nicely sliced into equal and uniform servings.  There is no quality control issued, because this is the design of our boneless turkey roast product.
  
  We have four boneless roasts to accommodate a variety of occasions and tastes:
  
  1) The Butterball Boneless turkey roast with a blue rectangle has both White and Dark ****.
  2) The Butterball Boneless turkey breast roast with a tan rectangle is White **** only.
  3) The Butterball Boneless turkey breast roast with an orange rectangle has a Cajun flavoring.
  4) The Butterball Boneless turkey breast roast with a green rectangle has a Savory Herb flavoring.

• Initial Complaint

  Date:11/27/2023

  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 purchased a Butterball turkey from my local Kroger. Now I'm a pretty decent cook! But this was the most sickly looking turkey I've ever seen in my entire life! It was horrible. There was barely any meat on it. It was properly cooked barely salvagable turkey meat! I was really disappointed in the quality of the turkey. It just didn't look like a healthy turkey! Even before I cooked it it didn't look good but I thought it just needed to cook to look better but it was horrible. It was the most disgusting turkey I've ever had. I had eight people over for Thanksgiving and one person who doesn't eat turkey but I was unable to feed seven people! It didn't ruin anybody else's Thanksgiving but mine because I was the cook and it was embarrassing serving this turkey to everyone. I normally don't complain but the weight on my turkey tag said ***** lb. When I got home. I put it in the fridge and once it was thawed I weighed it and it was **** lb. So I was overcharged for the price of the turkey as well! I feel as a consumer that it would be better to let you know this, if I'm paying with my hard-earned money to feed my family that the situation should be rectified if it's of poor quality as well as me being overcharged per pound!

  Business Response

  Date: 12/04/2023

  We have successfully resolved the issue raised by *************************. We appreciate her bringing this matter to our attention and for working with us to find a solution. We are committed to providing exceptional customer service and we are confident that ************************* is satisfied with the outcome.

  Customer Answer

  Date: 12/05/2023

   
  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 was treated with respect and kindness and care and I really felt that the Representative I spoke with heard my concerns! She was able to put my mind at ease and I will be able to make a more informed decision when purchasing Butterball products in the future! I was also provided a refund and that was more than I was expecting! Thank you! 

  
  Sincerely,
  
  *************************