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Kraft has showcased a few innovations with their mac and cheese products in recent years, but one woman is going viral for an unsettling experience she faced with one of them.
TikTokker Abby Kreger (@aceengel) posted a video that has garnered 3.4 million views, highlighting a problem with the gluten-free Kraft Mac & Cheese.
They’re the missing cheese packets.
@aceengel Hi, @KraftMacnCheese I have tried emailing and calling you abiut this problem, but your coupon seems like a band-aid and the problem isnt being solved in your production company! Gluten Free Mac & Cheese boxes do not have the sauce packet in them! I have had this happen with 4 different boxes from 4 different stores in the past 2 months. I’ve contacted you, you’ve given me a coupon, and when i use that coupon to get a new box? It doesnt have a sauce packet in it either!! Please check out your production line to see where sauce packets are getting missed! Im not upset, I just want you to know this is happening so you can fix it! #kraft #kraftmacandcheese #glutenfree #fyp ♬ original sound – Abby
Kreger, who explained in the video that she has celiac disease, shared that she ordered four boxes of the product — and none of them had a sauce packet inside.
In fact, she claimed that all four boxes were purchased at different locations in different cities.
After discovering that boxes were missing the cheese, she filled out a customer complaint form on the Kraft website and received an apology letter in the mail, along with vouchers for a free gluten-free box.
But when she went to redeem her free box of gluten-free mac and cheese, she was met with the same problem — no sauce packet.
“So giving me a coupon to get another box of mac and cheese isn’t solving the problem because Kraft Mac & Cheese is not addressing the problem in their line of production,” Kreger said in the video. “You can’t eat gluten-free mac and cheese — even any mac and cheese — without the cheese.
“I don’t know what to do,” she continued, sharing that she’d filled out the form four separate times, spoken with customer service and emailed them, only to receive an automated response.
“I’ve had celiac disease for almost five years, and I live off Kraft gluten-free mac and cheese. I probably have it five times a week,” she confessed.
Viewers logged more than 12,600 comments on the video and sympathized with Kreger, and some sharing that it happened to them as well.
“WAIT SAME I’M ALSO GF AND THIS HAS BEEN HAPPENING TO ME,” one exclaimed, while another wrote, “This happened to me, too!”
“I’m gluten-free, too, and the same thing happened! I was so mad,” someone else said.
“Omg I would literally cry. Especially with how expensive it is. Signed a celiac girly,” a user commented.
“It’s happening in Ohio and wv too cuz I’m allergic to wheat so I get GF and I travel back and forth so it has to be an entire batch like this,” another wrote.
“I keep box mac & cheese around for when I’m having a lil menty health issue & need an easy comfort food & this is a nightmare,” someone shared.
“If we find the GF box with the cheese sauce packet in it is it like a Golden Ticket? Do we get stocked for life?!” one person quipped.
Eventually, Kraft commented on the video, saying, “Hello. We apologize for this issue. We’re not having any quality issues with our gluten-free Kraft Mac and Cheese.”
Kreger responded, “Hello! Then why have I opened 4 boxes with no cheese packets?”
She then recorded a nine-minute video in response to the comment, sharing all of her Kraft correspondence regarding the issue and expressing her frustration.
“This makes it not feel like a comfort food anymore,” she shared. “This does not feel safe. This feels more isolating. This is not helping my relationship with food.”
@aceengel Replying to @kraftmacandcheese Hi, @kraftmacandcheese I think you still misunderstood my orignal message, so I’d just like to go over a few things! Also, you claimed to have reached out to me. But I dont have any new messages from you. Open to chatting if you would like to! To everyone supporting me: Thank You for validating me. I have felt, because of my gluten free diet, I’m often isolated because I cant enjoy the same things as everyone else. All of you rallying behind me has really healed something in me. Thank you for your kindness🫶🏻 Also, Thank you to the amazing @Walmart staff member who reached out to me. She made me feel like I truly matter, and I appreciate them for always ensuring gluten free people have good food too. My DM’s are open, Kraft. You have my phone number, email & mailing address as well. I hope to hear from you. #kraft #kraftmacandcheese #greenscreen #greenscreenvideo #glutenfree #fyp ♬ original sound – Abby
In a follow-up video, Kreger shared that she got a call from Kraft about two hours after the other video was posted.
She said that an employee named Larry called her to say that they heard her concerns and would be sending her a care package.
“I also told Larry that I think he needs to talk to his social media team because the comment on my video was gaslighting me, did isolate me, did make me feel worse, and it was not proper customer service,” she explained.
“Our team has been in touch with Abby to apologize for her experience and to make things right,” a Kraft Mac & Cheese spokesperson told The Post. “We are working closely with our response teams to ensure all future inquiries are treated with the care and respect they deserve.”
“Our Quality Assurance team is also diligently investigating the production issue to determine the root cause and to fix it.”
Meanwhile, other companies even surprised Kreger with free goodies for her troubles.
California Pizza Kitchen sent four gluten-free pizzas; Stouffer’s sent eight boxes of gluten-free sides, as well as a second delivery of cheese sauce packets; and Instacart sent roses and gluten-free groceries.
@aceengel Grateful is an understatement. I am truly overwhlemed by the love and support from @Instacart and @stouffers Ya’ll got me crying in the club. “Thank you” isnt enough but its all I can say. Instacart delievered so many delicious goodies straight to my door, and I’m blown away by their generosity. Stouffers sent me their gluten free cheese packets and let me know i’ve inspired them to created a gluten free noodle and sauce box, which has me in tears. I cannot believe this is my life. I feel so loved. Thank you. From the bottom of my heart. Thank you. #glutenfree #saucegate #instacart #stouffers #fyp #abbysglutenfree ♬ original sound – Abby
In the video about the Stouffer’s package, Kreger showed a handwritten note from the company saying that she inspired them to create a gluten-free version of their Supreme mac and cheese.
“I’m so blown away by this,” she said through tears. “I’ve made a difference in the gluten-free community.”
