TikTok Community Unites to Solve Gluten Free Kraft Mac & Cheese Problem

About a week ago, a TikTok content creator shared her frustration over recently purchased boxes of gluten free Kraft Mac and Cheese missing the cheese packet. And not just one box, but multiple; four to be exact.

After emailing Kraft to no avail, she took to TikTok to share her story. Many other TikTokers decided to try to help her out by leaving comments about the missing cheese packet on many of Kraft’s videos.

About a week ago, Abby, who goes by @aceengel on TikTok, shared her story about buying multiple boxes of gluten free Kraft Mac and Cheese and not having a single cheese packet among them. She reached out to the company via email in the hopes that they are able to fix the issue.

“I have emailed you, but the problem is not being solved, and I think there’s some miscommunication or it’s just like an automated thing, like nobody’s actually reading my message,” she said. “I’m gluten free and I have gotten now four boxes of gluten free mac and cheese that do not have a sauce packet inside.”

She continued to give more details, saying all four boxes were purchased at different locations, in different cities, and that she filled out the online form but all that happened is an apology letter in the mail with a coupon for a free box.

“The thing is, then I go and use that coupon, and I get another box of mac and cheese, and I open it up and there’s no sauce packet inside,” she continued. “So, giving me a coupon to get another box of mac and cheese isn’t solving the problem because Kraft Mac and Cheese is not addressing the problem in their line of production.”

Abby’s video continued to explain the issue saying, “I need the cheese packet.”  She then called out the company for not solving the actual problem.

“And giving me a coupon to go get more isn’t solving the problem if you’re not putting the packets in the box,” she said. “I don’t know what to do. I filled out the form now four separate times.”

She said she called the company and couldn’t speak to anyone who actually works in the company, and speaking to customer service kind of just “gave me the run around.” Because she doesn’t feel anyone is reading her emails, she’s hoping that her TikTok video reaches someone at Kraft.

Viewers of the video shared their support and suggestions in the comment section.

“As soon as you purchase the box, open it in the store at the service desk. When there is so sauce packet, do an even exchange and repeat the process until the stores get upset and do something!” one person suggested.

Another person shared, “Too funny! My gf box had TWO cheese packets in it the other day (bought from Amazon). Sorry, I must have gotten your cheese!”

Abby’s hope that the video would reach Kraft came true because the company replied, “Hello. We apologize for this issue. We’re not having any quality issues with our gluten-free Kraft Mac and Cheese.”

Many viewers who saw the comment added their own about the company “gaslighting” Abby.

Many viewers of Abby’s videos left comments on Kraft’s videos in the hopes of getting attention to the issue she was facing.

On Kraft’s most recent video, TikTokers dropped into the comments to talk about the missing cheese packets.

“How much is the sauce packet? I heard they’re sold separately now,” one person wrote. Another said, “So we all came from the girl who didn’t get her cheese packets?”

There was no lack of comments about the missing cheese packets on the unrelated video.

“I’m a big fan of sauce packets. How does Kraft feel about those?” one person asked. Another added, “Kraft is disassociating from any and all issues that may or not be occurring.”

There were also many comments on other Kraft videos that refer to Abby’s no sauce packet issue.

“New flavor =no flavor (no packet),” one person wrote in the comments of a recent video. Another said, “The new flavor is plain noodles.” One other person asked, “Is kraft really just gonna blow past the missing cheese packs like it never happened?!”

After seeing the comment on her video from the company, Abby decided to respond with another video.

“Obviously, we have a lot to talk about, so let’s get into it. I’d like to talk about this comment,” she said as she pointed to the comment they left. “I’d like to talk about a comment you made on your page about how you reached out to me when you haven’t, and I’d like to show you proof of that.”

Abby explained that Kraft Mac and Cheese is a “comfort food” for her since going gluten free. She said the comment they left her on her previous video, “makes it not feel like a comfort food anymore.”

“This does not feel safe. This feels more isolating,” she continued. “This is not helping my relationship with food, and I want you to understand that right off the bat.”

She then pointed out a comment on one of their videos that reads, “Are you guys aware that your gluten free boxes are missing the sauce packets? Ask @abby.” Kraft replied, “Hello. We understand your concerns and have been in touch with the consumer to make this right. Thank you for reaching out.”

Abby then showed her receipts to prove that the company did not reach out via Instagram and TikTok DMs. She added a screen recording of her emails.

In a follow up video, Abby shared that she finally got a call from Kraft not long after she shared her last video.

“I talked to the executive named Larry. He was an older gentleman, so I’m sure he has not seen anything here on TikTok,” she explained. “He told me several things that I wanna share with you.”

She shared that Kraft is “conducting an internal investigation” and that they are “happy this information got to their executives and higher-ups.”

Abby also told Larry that the comment left on her video by Kraft’s social media team is “gaslighting” and Larry said they will be “learning from their mistake.”

“I also want to note that Stouffer’s Mac and Cheese has also reached out to me and is going to be sending me some gluten free packets of cheese for my mac and cheese that doesn’t have noodles, which is so kind of them,” she continued. “Their packets are gluten free, but their noodles are not.”