• Abby Kreger purchased two boxes of Kraft’s Gluten Free Original Mac & Cheese that came without the cheese sauce packets.
• Kreger received coupons for free boxes upon her next purchase, but these boxes also didn’t have the cheese packets.
• Kreger posted a video on TikTok about the encounter that has garnered more than two million views.
• Kraft confirmed that the business has opened an investigation into the matter, following backlash from social media users this week.

What started as a straightforward buyer complaint has blossomed into a shining instant for the gluten-free throng.

Abby Kreger has gone viral for “calling out” The Kraft Heinz business for not including cheese packets in four boxes of Gluten Free Original Mac & Cheese. In three TikTok videos, which had drawn more than 3.1 million views by Friday evening, the 29-year-ancient Kreger shared that she continued to bring home macaroni and cheese boxes that didn’t have any sauce packets even after she connected with Kraft’s costumer back throng and got free coupons for upcoming purchases.

Kreger, who is the director of Pet Angel Adoption & Rescue in Frankenmuth, Michigan, was diagnosed with celiac disease about five years ago. Celiac is a chronic autoimmune disorder that damages the body’s tiny intestines and prevents the body from absorbing nutrients from food. Individuals with celiac cannot eat gluten because their immune structure attacks gluten as if it were a threat to the body, according to the Mayo Clinic.

A few months after receiving her diagnosis, Kraft released its Gluten Free Original Mac & Cheese, which quickly became a “staple” in Kreger’s diet.

Well, until recently.

Four boxes. No cheese sauce.

Unknowingly, Kreger’s globe began to transformation on Oct. 1, when she opened two boxes of Kraft Gluten Free Original Mac & Cheese and neither had cheese sauce packets. Kreger contacted The Kraft Heinz business’s customer back, submitting photos of the boxes and providing essential product information. Not long after, she received two coupons in the mail for two free boxes of the gluten-free macaroni and cheese.

Kreger redeemed one of the coupons on Nov. 12, but when she opened the box back home, there was no cheese sauce packet. She contacted customer back again and was sent another coupon.

On Monday, Kreger redeemed her latest coupon and like clockwork − no sauce.

“I was like, ‘This is ridiculous. Am I cursed?'” Kreger told USA TODAY in an interview.

Turning to TikTok for assist

Kreger decided to turn to TikTok to distribute her narrative, hoping a “higher up” at Kraft would receive notice.

“I was thinking maybe like, 1,500 views because if you look at my videos, that’s typically where my cat rescue videos sit around,” Kreger said. As of Friday evening, the video had 2 million views and Kreger’s TikTok had 320,000 followers.

Kreger said she was surprised at how positive the majority of the comments on the video are, with many TikTok users claiming they too had similar experiences with the gluten-free macaroni and cheese.

Kraft’s social media response garners attention

In response to Kreger’s video, Kraft’s TikTok account commented, “Hello. We apologize for this issue. We’re not having any standard issues with our gluten-free Kraft Mac and Cheese.”

Kreger was surprised by the comment, but her followers didn’t hesitate to let Kraft recognize how they felt. As of Friday evening, the three most recently posted videos on the Kraft TikTok account characteristic comments referencing Kreger’s video.

In response to Kraft’s comment, Kreger posted another video on Thursday, sharing more details about her correspondence with Kraft.

Shortly after posting the second video in the mac and cheese saga, Kreger received a call from an “executive” with The Kraft Heinz business who told her the business was investigating the issue and she should expect free goodies soon.

In a statement provided to USA TODAY, a Kraft Mac & Cheese spokesperson said the business has been in touch with Kreger to apologize and “make things correct.”

“We are working closely with our response teams to ensure all upcoming inquiries are treated with the worry and regard they deserve,” the spokesperson said. “Our standard Assurance throng is also diligently investigating the production issue to determine the root factor and to fix it.”

With hopes to display Kreger they can do better, several companies have reached out to her, offering to send free gluten-free products. As of Friday evening, she had received gluten-free products from Stouffer’s, California Pizza Kitchen and Instacart. Kreger told USA TODAY that she has also been in contact with companies like Banza, Annie’s Homegrown, Craftmix and Texas-based Roni’s Mac Bar, which has pledged to donate to Pet Angel Adoption & Rescue.

Kreger said the free products have been “so unnecessary” and not what she had hoped for when reaching out to business initially. She just wanted the cheese packets.

“Something in my heart benevolent of broke on the day I was diagnosed (with celiac) and how much back and overwhelming adore and kindness that has happened through all of this has truly healed that part of my heart,” Kreger said.

Greta Cross is a national trending reporter at USA TODAY. pursue her on X and Instagram @gretalcross. narrative concept? Email her at [email protected].