What began as a straightforward customer complaint has turned into a significant moment for those who are gluten intolerant.

Abby Kreger has gained attention for bringing to light an issue with The Kraft Heinz Company, which failed to include cheese packets in four boxes of their Gluten Free Original Mac & Cheese. In a series of three TikTok videos that garnered over 3.1 million views by Friday evening, Kreger, 29, explained her frustration of repeatedly buying boxes of mac and cheese that lacked sauce, even after reaching out to Kraft’s customer support and receiving coupons for free products.

Based in Frankenmuth, Michigan, Kreger was diagnosed with celiac disease five years ago. This is a lifelong autoimmune disorder that compromises the small intestine, hindering the absorption of nutrients from food. People with celiac disease must avoid gluten, as their immune systems react adversely to it, as explained by the Mayo Clinic.

Shortly after her diagnosis, Kraft introduced its Gluten Free Original Mac & Cheese, which quickly became an essential part of Kreger’s diet.

However, that changed recently.

Four boxes, no cheese sauce included.

Kreger’s issues began on October 1, when she discovered that neither of the two boxes of Kraft Gluten Free Original Mac & Cheese she opened contained cheese sauce packets. After this, she reached out to The Kraft Heinz Company’s customer service with pictures of the boxes and all necessary details. Shortly after, she received two coupons for free boxes of the gluten-free macaroni and cheese.

On November 12, Kreger used one of the coupons but again found a box without a cheese sauce packet. She reached out to customer support once more and received another coupon.

Eventually, she tried the latest coupon on Monday, only to face the same issue—yet again, no sauce.

“I thought, ‘This is absurd. Am I cursed?’” Kreger explained during an interview with YSL News.

Seeking a solution on TikTok

Frustrated, Kreger took to TikTok to share her story, hoping to attract the attention of someone higher up at Kraft.

“I was thinking maybe it would get around 1,500 views since my cat rescue videos usually get that,” Kreger said. To her surprise, the video accumulated 2 million views, and her TikTok account now has 320,000 followers.

Kreger expressed her shock at the overwhelmingly positive feedback she received, with many viewers sharing similar tales about the gluten-free macaroni and cheese.

Kraft responds on social media

Kraft’s TikTok account replied to Kreger’s video, stating, “Hello. We are sorry for this issue. There are currently no quality problems with our gluten-free Kraft Mac and Cheese.”

Kreger was taken aback by this response, but her followers quickly made their feelings known, as many recent comments across Kraft’s TikTok videos referenced her predicament.

In response to Kraft’s message, Kreger shared another update on Thursday, detailing her interactions with the company.

Soon after her second video about the mac and cheese saga, Kreger received a call from a “company executive,” who informed her that Kraft was looking into the issue and assured her that she would receive free products soon.

A Kraft Mac & Cheese spokesperson told YSL News that they have reached out to Kreger to apologize and “make things right.”

“We are collaborating closely with our response teams to ensure that all future inquiries receive the proper care and respect,” the spokesperson stated. “Our Quality Assurance team is actively investigating this production issue to find out what went wrong and fix it.”

Demonstrating their commitment to improvement, several companies have already contacted Kreger, offering to send her complimentary gluten-free products. By Friday evening, she had received a variety of gluten-free.

Kreger mentioned to YSL News that she has been in communication with brands such as Stouffer’s, California Pizza Kitchen, and Instacart. Additionally, she has contacted other companies including Banza, Annie’s Homegrown, Craftmix, and Texas-based Roni’s Mac Bar, which has committed to supporting Pet Angel Adoption & Rescue.

Despite the generosity, Kreger expressed that the complimentary products felt “so unnecessary” and were not what she originally sought. Her primary request was for cheese packets.

“When I was diagnosed (with celiac), a part of my heart felt broken, but the immense support, love, and kindness I’ve received through this journey has genuinely helped to mend that part of my heart,” Kreger shared.