Complaints

This profile includes complaints for Frito Lay, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Frito Lay, Inc. has 40 locations, listed below.

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• 

  Frito Lay, Inc.

  7701 Legacy Dr Plano, TX 75024-4002

• 

  Frito Lay Inc.

  7781 Service Center Dr West Chester, OH 45069

• 

  Frito-Lay Inc

  5181 Natorp Boulevard Suite 400 Mason, OH 45040

• 

  Frito-Lay, Inc.

  432 S Main St Granite Falls, NC 28630

• 

  Frito-lay Inc

  3400 Milwaukee Ave Northbrook, IL 60062

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:10/02/2023

  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 bought potato chips that were stale from ************

  Business Response

  Date: 10/03/2023

  Hello, 

  Consumers complaint has been addressed. We have sent a resolution. 

  Kind regards, 

  Business Response

  Date: 10/03/2023

  Hello, 

  Consumers complaint has been addressed. We have sent a resolution. 

  Kind regards, 

• Initial Complaint

  Date:10/02/2023

  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.

  Chips were overseasoned in 2 bags to the point they were inedible. The 5 bags previous had almost no seasoning at all. When I called about it they did offer to replace 2 bags but I feel the public should be aware of this practice and policy of frito lay.

  Business Response

  Date: 10/23/2023

  Spoke with consumer to acknowledge that we received the complaint from the BBB and we will share his feedback with our senior management team

  Consumer said okay and thank you.

  *****

  Product Specialist

  PepsiCo/Frito Lay

• Initial Complaint

  Date:07/24/2023

  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.

  Purchased a bag of Doritos Nacho Cheese on 6/22/23 @ ******************************. On 7/17/23 I was finishing eating the remaining crumbs when I bit into something hard. I removed it from my mouth and it was a piece of glass approx. 3/4" square x 1/4" thick. I placed a complaint on the Doritos website on that same day. No response as of yet. Attached are pictures of the bar code from the bag and a picture of the piece of glass. Don't want this to go without informing Frito- Lay of this issue

  Business Response

  Date: 07/25/2023

  On 07/19/2023 an email was received from the consumer and our Frito Lay email team processed coupons that were sent to the consumer. This case has now been transferred to the Frito Lay ***************************** and a Product Specialist will contact the consumer directly for additional follow up to this BBB complaint

• Initial Complaint

  Date:07/20/2023

  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 bought three packages of Fritos over the last weekend. The chili cheese Fritos were stale, the honey BBQ twists were super stale ( I mean really bad) and the regular deities had very little flavor. I was so disappointed because I'm 58 and have been eating fruits forever.I know you **** fix this for me and I appreciate the effort.I purchased them at Albertsons grocery store in *********, ******.Thank you ***************************

  Business Response

  Date: 07/20/2023

  I have created case ******** and called the consumer, but voice mail was full. I have also sent an email for the consumer to contact us regarding incident.

   

  Thank you, 

  ***********;

  PepsiCo Consumer Relations 

• Initial Complaint

  Date:07/19/2023

  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 their value box chip and received a bag with nothing in it. They said the would coupon. I received nothing.

  Business Response

  Date: 08/02/2023

  Called consumer and her voicemail was full.  We will resend the coupons to that were promised to the consumer along with a gift card by *** Signature Required.  We will process package to be sent today, 08/2/2023.

  Thanks!

  *****

  Frito Lay Consumer Relations

  Customer Answer

  Date: 08/03/2023

  I have reviewed the business response and accept this resolution. Frito lays went above and beyond. Im just sorry I had to report it to get resolution. I am satisfied with the outcome. Thank you.

• Initial Complaint

  Date:06/25/2023

  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 was eating a bag of lays classic chips with only 5 chips in it. When I felt something weird. I pulled it out and noticed a brown gross little lump of something in my bag of chips I almost threw up.

  Business Response

  Date: 08/23/2023

  I have contacted the consumer and asked that she give us a call back to address her concern. 

  Thank you!

  *****

  Product Specialist

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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.

  To whom this may concern, today at 2:45 June 12 2023 my son went to open up a bag of Cheetos and bit down on a hard piece when he opened his mouth. It was a tooth. I immediately started to look and see if it was his tooth and it was not his tooth. So the tooth was inside the bag. I am disgusted and I am very upset. This should have never happened and I need to know what can be done about this. My son had another persons tooth in his mouth and this is very disturbing and disgusting not to mention who knows how much bacteria was in this bag of Cheetos. Please get back to me asap so we can resolve this.

  Business Response

  Date: 06/13/2023

  Hello,
  Our deepest apologies for you and your child's experience with our product. We understand how unpleasant this incident must be and hope you will give us the opportunity to try and rectify the situation. If you could, please hold on to the bag and the object found inside the product and we will reach out to you by phone as soon as possible to discuss further.   

  
  Kind regards, 
  Frito-Lay Consumer Relations 

  Customer Answer

  Date: 06/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/19/2023

  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.

  MAY 19 23 This is a complaint against Frito--Lay of *****, **. Frito Lay sells potato chips and snack foods.My name is ***********************, PO Box ****, ****** Ranch, ** 91327--**** Frito Lay should send me a refund for my purchase of their consumer goods.In my most recent visit to the store, my family bought 3 bags of Lay's Potato Chips. 3 separate bags of chips. Two bags were ***'s Original Potato Chips. The third bag was Lay's Barbeque flavor Lay's Potato Chips. Priced at $ **** which is a hefty price for snacks, plus **************** Sales Tax.When I opened the bag the bag was filled with product less than half full. Therefore, more than half the bag is empty space filled with air and no product. The weight of the bag is listed as ***** oz. *********** is performing shrinkage on consumer product but marketing as if you are getting a greater volume of product. The reality is more than half the bag is no product at all.The price is too expensive.Taking these factors into consideration, I would like a refund mailed to me by the Frito Lay company. This Complaint also lets them know the bags should fit the product being sold, do not shortchange the customer, and initiate an action to deliver more value to the consumer for dollars spent on their consumer products. Selling a more than half empty bag of consumer product is a deceptive business practice that can be remedied.There are other brands that deliver more value, but somehow with market dominance, these empty bags end up in the pantry. Customers are getting shortchanged. As such, this Complaint is filed to let the company know this is a problem that should be corrected in the interests of consumers.We need good product, quantity product, sold at a fair price; ESPECIALLY in the midst of an American recession, where individuals lack disposable resources for things like this.Mr. *** Koupai All Rights Reserved Without Prejudice UCC 1--308 F051923 Shalawam.

  Business Response

  Date: 06/05/2023

  Hello, ***************** 
  
  Thank you for contacting us and taking the time to tell us about the problem you had with our product. We are sorry to learn you had this experience.
  
  We would like to get additional information regarding your recent contact so that we may resolve this issue for you. If you still have the product please be sure to hold on to them and call toll free at ************** Monday through Friday between 9:00 am and 4:30 pm Central Standard Time.  Please reference the case number (********) when you call.
  
  Thanks again for reaching out to us.
  
  Best Regards,

  Frito-Lay Consumer Relations 

  Business Response

  Date: 06/05/2023

  $25 Gift card and coupons have been sent to consumer. 

  Business Response

  Date: 06/05/2023

  Case # 04859795

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   The company needs to send me a refund for at least 4 bags of Lay's potato chips.

  The original complaint was explicit with the issues concerning the marketing and sales of the products.

  I am very busy.  If necessary, I can take pictures of the chip bags unused and open to visually show that more than half the bags of chips being sold, by volume, is empty.  And those pictures can be incorporated into the complaint, for other consumers to see what is taking place.  The corporations call this practice "shrinkage".

  Frito Lay's Corporate needs to send me a refund for the air I paid for.

   

  Mailing Address:  ***********************, PO Box ****, ****** Ranch, **  91327--****

   

  EMail:  *********************

   

  If the company needs more from me instead of remedying a problem they created, they have to give me an extension for me to get my photos together for posting in this complaint.  I think the general consumer needs to be informed.

   

   

  ***********************

  All Rights Reserved.

  Without Prejudice

  UCC 1--308

  M060523

   

   

   

  Business Response

  Date: 06/05/2023

  $25 Gift card and coupons have been sent to consumer. 

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   

   

  JUN 5 23

   

  The agreement would be for a $25.00 check and coupons that have no expiration date.

  A check/cash refund gives me the consideration I need to get control of and exercise best utility on applying that cash and/or check refund.  

  A gift card puts corporate restrictions on how I can deploy my own resources.

   

  Mailing Address:  ***********************, PO Box ****, ****** Ranch, **  91327--****

  E-mail:  *********************

   

  Shalawam,

  ***********************

  All Rights Reserved.

  Without Prejudice

  UCC 1-308

  M060523

   

   

   

   

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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.

  Purchased there product and the contents was completely smashed and crumbs were in the packaging

  Customer Answer

  Date: 05/17/2023

  I purchased the family size cheetos and the contents was all smashed. I contacted the business with no avail . **** seems trivial but I have a large family and if they do this to many others they are ripping off the public

  Refund

  Business Response

  Date: 06/05/2023

  Contacted consumer and left voicemail asking consumer to give us a call back on our ************ or my direct line at ************, provided office hours and case #********. 

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:  I will not accept a phone call by this ** due to civil rights violations with a **mplaint today with Pepsi-Cola today. I filled a **mplaint with the ***** I had to **ntact frito lay again due to a bad **ntainer of bean dip and spoke to a professional woman from AL and she helped me for that issue.  I have had enough of these **mpanies taking advantage of the American public. I will not stand for it. !
  

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 variety pack of chips. The ruffle bag is my favorite so after eating a few chips the next grab was a ball of cheddar. I was disgusted. I have pictures. What if my children would have eaten this or kids at the school?