‘It doesn’t feel safe’

Kraft has come up with some innovations with their mac and cheese products in recent years, but one woman is going viral for a disturbing experience she had with one of them.

TikToker Abby Kreger (@aceengel) posted a video that has garnered 3.4 million views highlighting a problem with gluten-free Kraft Mac & Cheese.

It’s the cheese packages that are missing.

@aceengel

Hi, @KraftMacnCheese I’ve tried emailing and calling you about this problem, but your coupon looks like a Band-Aid and the problem isn’t being resolved at your manufacturing company! The Gluten Free Mac & Cheese boxes do not have the sauce packet in them! I’ve had this happen to 4 different boxes from 4 different stores in the last 2 months. I contacted you, you gave me a coupon and when do I use that coupon to get a new box? There isn’t even a packet of sauce in it!! Please check your production line to see where sauce packets are missing! I’m 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, said she ordered four boxes of the product — and none of them had a packet of sauce inside.

In fact, she claimed that the four boxes were purchased at different locations in different cities.

After discovering the cheese was missing from the boxes, she filled out a customer complaint form on Kraft’s website and received an apology letter in the mail, along with coupons for a gluten-free box.

But when she went to buy her free box of gluten-free mac and cheese, she ran into the same problem — no sauce packets.

“So giving me a coupon to get another box of mac and cheese doesn’t solve the problem because Kraft Mac & Cheese is not addressing the problem in their production line,” Kreger said in the video. “You can’t have gluten-free mac and cheese — even any mac and cheese — without cheese.

“I don’t know what to do,” she continued, saying she had filled out the form four separate times, spoken to customer service and emailed them, only to receive an automated response.

“I’ve had celiac disease for almost five years and I live on 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 shared that it happened to them too.

“HIT IT I’M A GF TOO AND THIS HAPPENED TO ME,” one shouted, while another wrote: “This happened to me too!”

“I’m gluten free too, and the same thing happened! I was so mad,” said someone else.

“Omg I was literally going to cry. Especially with how expensive it is. Signed a celiac girl,” commented one user.

“This is happening in Ohio and wv a lot because I’m allergic to wheat so I take GF and travel back and forth so it must be a whole bunch like this,” wrote another.

“I carry boxes of mac and cheese when I have a health problem and need some easy comfort food and this is a nightmare,” someone said.

“If we find the GF box with the cheese sauce packet in it, is that like a golden ticket? Let’s hold on for life?!” one person scoffed.

Eventually, Kraft commented on the video saying, “Hello. We apologize for this issue. We have no quality issues with our gluten-free Kraft Mac and cheese.”

Kreger replied: “Hello! Then why did I open 4 boxes without cheese packages?”

She then recorded a nine-minute video in response to the comment, sharing all of her correspondence with Kraft regarding the matter and expressing her frustration.

“It makes it stop feeling like a comfort food,” she said. “It doesn’t feel safe. This feels more isolated. This is not helping my relationship with food.â€

@aceengel

In reply to @kraftmacandcheese Hi, @kraftmacandcheese I think you still misunderstood my original message, so I’d just like to clarify a few things! Also, you claimed to have contacted me. But I don’t have any new message from you. Open to chat if you want! To all my supporters: Thank you for appreciating me. I’ve felt, because of my gluten-free diet, I’m often isolated because I can’t enjoy the same things as everyone else. All of you rallying behind me have truly healed something in me. Thank you for your kindness🫶🠻 Also, thank you to the wonderful @Walmart staff member who reached out to me. She made me feel like I really mattered and I appreciate those who always make sure gluten free people have good food too. My DMs are open, Kraft. You have my phone number, email and 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 said she received a call from Kraft about two hours after the other video was posted.

She said an employee named Larry called her to say 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, isolating me, making me feel worse and it wasn’t good customer service,” she explained. she. .

“Our team has been in contact 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 that all future inquiries are treated with the care and respect they deserve.”

“Our Quality Assurance team is also diligently investigating the manufacturing issue to determine the root cause and fix it.

Meanwhile, other companies even surprised Kreger with free goodies for her trouble.

California Pizza Kitchen sent four gluten-free pizzas; Stouffer sent eight boxes of gluten-free sides, as well as a second shipment of packages of cheese sauce; and Instacart delivered roses and gluten-free groceries.

@aceengel

Gratitude is an understatement. I am truly overwhelmed by the love and support from @Instacart and @stouffers Ya’ll made me cry in the club. “Thank you” isn’t enough, but it’s all I can say. Instacart delivered so many delicious goodies right to my door and I am in awe of their generosity. Stouffers sent me their Gluten Free Cheese Packs and let me know that I’ve inspired them to create a Gluten Free Noodle and Sauce Box, which has brought tears to my eyes. I can’t 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 Stouffer’s package, Kreger showed a handwritten note from the company saying it inspired them to create a gluten-free version of their Supreme mac and cheese.

“I’m so amazed by this,” she said through tears. “I’ve made a difference in the gluten-free community.”