“This makes it not feel like a comfort food anymore. This makes it not feel safe.” That’s what Abby Kreger –– also known by her TikTok handle @aceengel –– said after she received not one, not two, but four defective boxes of Kraft gluten-free mac and cheese.
Kreger has celiac disease and has been gluten free for nearly five years. She explains in her TikToks that Kraft mac and cheese has long been her main comfort food. She initially filled out Kraft’s product issue form when she purchased two boxes of gluten free mac and cheese that came without a cheese packet. Kreger only turned to social media when she noticed that nothing was improving. She explained that every time she filled out the form, Kraft would send her an apology letter and coupon for a new box, she would go to the store to buy a replacement, and she would still end up with a cheese-less box.
“Giving me a coupon to get another box of mac and cheese isn’t solving the problem because Kraft mac and cheese isn’t addressing the problem in their line of production,” Kreger said.
Did Kraft address the gluten free mac & cheese issues?
“Hello. We apologize for this issue,” Kraft commented on Kreger’s original video. “We’re not having any quality issues with our gluten-free Kraft Mac and Cheese.”
Kreger responded by saying that comments like these feel “isolating” and that, for a person with celiac disease, “this is more than just mac and cheese.”
Kreger also exposed Kraft for comments on its own page. One user commented asking if the brand was aware of Kreger’s videos and the faulty products. Kraft responded by saying “We understand your concerns and have been in touch with the consumer to make things right. Thank you for reaching out.”
Kreger claims that Kraft never reached out to her and even showed her empty DMs as proof. As for Kraft’s side of the story, a representative said that the quality assurance team is investigating any possible production issues.
“Our team has been in touch with Abby to apologize for her experience and to make things right,” the representative told TODAY.com. “We are working closely with our response teams to ensure all future inquiries are treated with the care and respect they deserve.”
Kreger said she later spoke on the phone with an executive named Larry who thanked her for bringing the problem to their attention. She also encouraged the executive to speak to Kraft’s social media team because of the initial comment on her page.
How are people supporting Kreger through her mac & cheese madness?
TikTok users flooded the comments of Kreger’s videos with support and advice. Some fellow celiacs said the experience hit too close to home.
One user commented “I’m gluten free and got so excited bc I had no idea kraft Mac n cheese had a [gluten-free] option but then I saw their comment and now I’ll never buy anything from them ever again.”
Another user said, “I was diagnosed with celiac this year and hearing you talk about your relationship with food and feeling isolated, I just started BAWLING, this hits so hard.”
And the support didn’t stop in Kreger’s comment section — many brands also wanted to help Kreger. Instacart sent her roses and gluten free goodies. Stouffer’s first sent her some gluten-free sides, then a box full of free cheese sauce packets, and the brand even mailed her a handwritten letter.
“Hi Abby,” the letter read, “you’ve inspired us to create a gluten free pasta version of Supreme in the future… You always deserve a place at our table!”