The internet loves a good food controversy, and Kraft Gluten-Free Mac & Cheese is the latest brand caught in the spotlight. A viral TikTok from Michigan-based creator Abby Kreger has sparked widespread chatter about missing cheese sauce packets in the company’s popular gluten-free product. Kreger, who relies on the comfort food due to her celiac disease, shared her frustrating experience with multiple defective boxes—and the saga only grew from there. Here’s everything you need to know about the cheesy debacle.
“Where’s my cheese?”: How it all started
Abby Kreger, director of Pet Angel Adoption & Rescue, first posted her video on November 19, explaining that she opened four separate boxes of Kraft Gluten-Free Mac & Cheese, only to find that every single one was missing its cheese sauce packet. This wasn’t just an inconvenience for Kreger—it disrupted her diet. Diagnosed with celiac disease almost five years ago, she relies on Kraft’s gluten-free offering as a safe and comforting meal. “I live off [this product]. I probably have it five times a week,” Kreger explained in her video.
Celiac disease, a chronic autoimmune disorder, prevents individuals from digesting gluten, a protein found in wheat, barley and rye. Finding a product like Kraft’s gluten-free mac & cheese had been a game-changer for Kreger. But the discovery of empty boxes without cheese felt like a betrayal. “It’s to the point where I feel like I can’t even buy boxes of Kraft Gluten-Free Mac & Cheese because it’s not going to have the sauce packet, and it’s just a waste of my money,” Kreger shared in her TikTok, which has now garnered over 3.2 million views.
Kreger initially contacted Kraft’s customer service team, who apologized and offered her coupons for replacement boxes. However, the replacement boxes she purchased also turned out to be defective. “I was like, ‘This is ridiculous. Am I cursed?’” she joked in an interview with USA Today.
@aceengel Hi, @KraftMacnCheese I have tried emailing and calling you abiut this problem, but your coupon seems like a band-aid and the problem isnt being solved in your production company! Gluten Free Mac & Cheese boxes do not have the sauce packet in them! I have had this happen with 4 different boxes from 4 different stores in the past 2 months. I’ve contacted you, you’ve given me a coupon, and when i use that coupon to get a new box? It doesnt have a sauce packet in it either!! Please check out your production line to see where sauce packets are getting missed! Im not upset, I just want you to know this is happening so you can fix it! #kraft #kraftmacandcheese #glutenfree #fyp
“I’m not being a Karen,” Kreger says in her video. “There’s clearly a production problem.”
The response? Not exactly cheesy
Kraft’s TikTok account addressed Kreger’s video, writing, “Hello. We apologize for this issue. We’re not having any quality issues with our gluten-free Kraft Mac & Cheese.” For many, this response felt dismissive, and Kreger herself wasn’t convinced. “Then why have I opened four boxes with no cheese packets?” she replied in frustration. In a nine-minute video tagging Kraft, Kreger claimed the company “misunderstood [her] original message.” She further walked viewers through all their correspondence and ensuing frustration. “This makes it not feel like a comfort food anymore,” she says. “This does not feel safe. This feels more isolating. This is not helping my relationship with food.”
Kreger wasn’t alone in her frustration. The exchange lit up the comments section, with users voicing their support for Kreger and criticizing Kraft’s handling of the situation. “Not Kraft gaslighting you,” one person wrote. Another chimed in, “The way I would never buy Kraft again if this happened to me.”
Others shared similar experiences. One user wrote, “This happened to me too!” while someone else joked, “Too funny! My GF box had TWO cheese packets in it the other day. Sorry, I must have gotten yours!” The comments reflected both empathy and humor, as users bonded over shared frustrations with the beloved comfort food brand.
As Kreger’s video gained traction, other TikTok creators weighed in. Popular content creator Jen Hamilton posted a response video, calling Kraft out for its tone-deaf reply. “They had one job: put cheese in the box,” Hamilton quipped, echoing the sentiments of many viewers.
Kraft attempts to make amends
On November 21, Kreger shared an update, revealing that a Kraft employee named Larry had personally called her to apologize and discuss the issue. “Larry assured me they’re looking into the production problem and trying to figure out what went wrong,” she explained in her video. The company also sent her a care package as a goodwill gesture.
A Kraft Heinz representative later confirmed that their quality assurance team is investigating the root cause of the missing cheese packets. “We are working closely with our response teams to ensure all future inquiries are treated with the care and respect they deserve,” the rep told Today.com.
A silver lining for Kreger
Amid the cheesy chaos, other brands saw an opportunity to support Kreger and the gluten-free community. California Pizza Kitchen, Stouffer’s and Instacart all sent Kreger care packages filled with gluten-free goodies. “I’m so blown away by this,” Kreger shared through tears in a follow-up TikTok.
@aceengel Grateful is an understatement. I am truly overwhlemed by the love and support from @Instacart and @stouffers Ya’ll got me crying in the club. “Thank you” isnt enough but its all I can say. Instacart delievered so many delicious goodies straight to my door, and I’m blown away by their generosity. Stouffers sent me their gluten free cheese packets and let me know i’ve inspired them to created a gluten free noodle and sauce box, which has me in tears. I cannot 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
Stouffer’s even went a step further, writing a handwritten note inspired by Kreger’s story and hinting at future gluten-free product innovations. “This whole experience has shown me how much people care about the gluten-free community,” Kreger said.
