Duncan Hines Customer Service Issues

I bought a can of cream cheese frosting from Walmart in Butler, PA on 10/14/18 with the UPC (6)44[redacted]3 (3) and sell by date April 18, [redacted]. To make a pumpkin cake, I also purchased a Duncan Hines spice cake mix, pumpkin, instant vanilla pudding, and pecans. After icing the cake and trying the frosting, I found it had gone rancid. The taste was awful, and I had to throw out the entire cake that cost me $11.49 in special ingredients. I was disappointed as I couldn't bring the cake for a dessert exchange at work due to the spoiled frosting. I am seeking a refund for the loss of ingredients. Thank you - K. Santillo.

I recently purchased the Duncan Hines Super Moist Pineapple Upside Down Cake mix but was disappointed to find no pineapple included in the box to create the advertised cake. This felt like false advertising to me. I vaguely recall purchasing a pineapple upside down cake mix in the past that did contain the pineapple, so I am unsure if I misremembered the brand. What was particularly frustrating was the lack of a recipe or instructions on how to make the dessert featured on the package. This is poor marketing and packaging. At the very least, there should have been a disclaimer stating "pineapple not included" and a recipe provided for consumers. This oversight was disappointing and should be addressed.

I made brownies yesterday using your brownie mix. After having one, I noticed a gooey section as if it hadn't cooked properly. Halfway through eating, I bit into something tough and white, not a usual brownie texture. I removed it and noticed more in the uneaten part. I rinsed the remaining brownie, which appeared meat-like with small holes, and felt queasy realizing I had consumed some. I have attached pictures for reference.

I recently received a Bacardi Rum Cake recipe from a person I care for. Unfortunately, I didn't check the size of the cake mix box properly, and now I realize I don't have enough mix to make the cake. This has left me in a bit of a pickle as I've already mixed the wet ingredients. The person I care for suggested making the cake from scratch, which got me considering it. However, I would appreciate any guidance on how to adjust the mix to fit the recipe. While looking into this, I stumbled upon a recall of yellow cake mix from last year, which made me question what's going on with Duncan Hines. I've been a long-time fan of your company and would appreciate any assistance you could provide.

I am a diabetic and don't often indulge in sweets. I tried your sugar-free cake mix and enjoyed it, but it still contains a high amount of carbs. I have been using coconut and almond flour as alternatives, but they are costly and tend to sit unused for extended periods of time. I believe a trial for a coconut or almond flour based mix would be popular, especially with the current Paleo diet trend. Buying these flours in bulk could be cost-effective for customers. This product could particularly benefit senior citizens on fixed incomes. Coconut flour is priced around $7.00, while almond flour is around $11.00. Perhaps a limited trial could be a possibility in the future. Your brand is well-established in the cake industry, and I believe this innovative product could be successful. Thank you for considering this suggestion. - Mark G.

I bought the Duncan Hines Deluxe Pineapple Cake Mix recently and was quite disappointed. My family usually opts for Duncan Hines due to its use of fresh ingredients like real raisins and carrots. The image of the pineapple cake on the box led us to believe it contained actual pineapples. However, I was let down to find out it only includes pineapple juice, labeled as "made with real pineapple" in small letters. This feels deceitful on the company's part, making me uncertain if we will purchase from Duncan Hines in the future.

I recently noticed changes in the Lemon Supreme cake mix that I have used for years to make my favorite lemon pound cake. The recipe on the box is different, and the results are not as good as they used to be. I have compared the new recipe with the old one, and the cake's quality is not the same. My husband and I have enjoyed making and sharing this cake countless times and always received compliments. It's disappointing and frustrating to see a good product altered in a way that impacts its taste and appearance. I hope the company reconsider these changes to restore the original cake mix we loved. Best, WT

I have been a loyal user of D.H. cake mixes for years and have always enjoyed them. Recently, I saw a comment online mentioning that the mixes were now 15.25 oz instead of the usual 18.5 oz. The suggestion was to add 5-1/2 to 6 tablespoons of flour to compensate for the missing ounces and make a moist cake. However, I am skeptical that adding extra flour would make the cake moist; it seems like it might actually make it drier. I would appreciate a professional opinion on this matter. Thank you.

Hello, I have been a loyal customer of Duncan Hines for many years and recently encountered an issue with the Lemon Supreme Cake Mix. After successfully making it once, I bought two more boxes, but both cakes failed to rise as they should have. Even though I don't have the details from the first box, I can provide the information from the last one I used: Best by Oct 02 20, 04:46, [redacted], 6 44[redacted]3 0, [redacted], Sep-19, MT [redacted], 1 [redacted]. These boxes were purchased from the new Giant store in Broomall, PA, after the original store closed. I am unsure why two out of the three cakes did not turn out as expected. I would appreciate any help or insight you can provide as I have many requests to make this cake again. Thank you for your assistance. Pauline A.

Hello, as a loyal customer, while on a camping trip, I decided to give the Perfect Size Chocolate Chip Cookie Cake a try. I purchased it on April 17, [redacted], at 19:26, at store AR9, in Florida (I live in NJ). This seemed like the perfect microwave dessert. However, upon returning home, I noticed chocolate powder on my counter. When I opened the box, I found the plastic bag with the ingredients was not sealed properly, with an opening of about 1/2 to 3/4 inches, causing the product to spill everywhere. This was quite disappointing as I was looking forward to trying it. Even though the expiration date was close and it was not expensive, I was still left without dessert. Thank you for hearing me out.

I have been using Duncan Hines cake mixes for many years, and as a senior citizen, I frequently bake for my loved ones. Recently, I was let down by two products: the brownie mix and the French Vanilla cake mix. The brownie mix had an off-putting texture as if there were bits of paper towels or cardboard incorporated into it, which I've never encountered before. I believe better quality control is needed to address this issue. As for the French Vanilla cake mix, the flavor seemed altered with the disappearance of the rich vanilla taste and the addition of small brown spots, potentially ground vanilla beans. This change has made the mix less flavorful and somewhat unpleasant. Reverting to the original recipe might solve this problem. Despite these recent issues, I still consider Duncan Hines to be one of the top mixes in the market, and I hope these concerns can be resolved to maintain its reputation.

I am having trouble finding Banana cake mix anywhere. After being given incorrect information that Safeway, Fry's, or Albertson's carry it, I discovered they do not. Even after searching on Duncan Hines' website and trying online retailers like Amazon and Walmart, I still can't find it. I even searched for the mix in San Francisco for a future trip with no luck. I tried to email Duncan Hines, but the email address didn't work. For my 35th wedding anniversary in June, I really wanted to make a special cake with my husband. Bogus

My husband was craving carrot cake, and to save me time, I decided to try your "Perfectly Moist Carrot" Cake mix. Sadly, it did not live up to its name. Despite being an experienced baker, the mix was a letdown. It required expensive ingredients like eggs, oil, and water, but the end result was dry and not at all moist. I was disappointed in the outcome after putting in so much effort. The cake lacked the moisture and texture that one expects in a carrot cake, which needs plenty of grated carrots. Even though my husband bought the mix to uplift our spirits during these difficult times, it was a waste of time and money spent shopping. The misleading advertising of the product was frustrating, and I felt compelled to share my review here.

Subject: Quality Issue with Duncan Hines Creamy Chocolate Frosting Dear Customer Service, I am writing to address a recent purchase I made at Walmart in Bolivar. I ordered a container of Duncan Hines Creamy Chocolate Frosting via online pick-up. After using the frosting on a chocolate cake today, I noticed an unusual texture and taste. The frosting seemed gritty and overly sugary. It was apparent that the sugar was not properly blended during the manufacturing process. I reluctantly frosted the cake, but due to the off-putting quality, I had to scrape off as much frosting as possible. The container's best buy date is Apr 01, 21. Thank you for your attention to this matter. Sincerely, S. McIntire

I have been a loyal consumer of Duncan Hines for years, always opting for their boxed cake mixes. However, my recent purchase of the “Rich Chocolate frosting over Smooth Yellow Cake Decadent Flavored Pudding” was deeply disappointing. The flavor was off, the pudding didn't set properly, and the frosting was overly dense. Sadly, those I shared it with agreed. This product was a waste of money and an unfortunate letdown. I urge Duncan Hines to remove it from the market. I acquired mine at BJ’s, and the discrepancy between the actual product and the advertised image is glaring. I am Karen M. D-W. for any follow-up correspondence. Thank you. Sent from my iPhone

I have been a dedicated customer of your product for many years now. My kids have always enjoyed your cakes and brownies. When I discovered your "Perfect Size for One Cups," I was excited about a small treat they could easily prepare in the microwave. However, I experienced some issues with the product. The first time we tried it, the cup burned a hole and caused quite a mess in my home. I followed the instructions carefully and supervised my kids during the process. Despite trying again, the cup leaked and did not cook properly even after adjusting the cooking time. I wanted to provide this feedback because I value your products, but this particular one was disappointing.

Hello, my name is Susan McIntyre. I recently made a Fudge Cake using Duncan Hines Super Moist Cake Mix following the instructions as I always do. Unfortunately, the cake turned out terrible - it didn't rise, had no smell, and was flat as a pancake. This has happened to me before with another cake mix over a year ago at a church function. I would appreciate a coupon to replace the cake mix. Thank you for your help. Susan M. Address: 66A Marlborough Road, Shalimar, Florida [redacted] Email: [redacted]

I recently purchased a can of Duncan Hines Comstock cherry pie filling. Unfortunately, there was a hole in the bottom of the can, which had been sealed by a cherry so the contents didn't leak out. Upon further inspection, I noticed the hole was about 1/2 inch big and had black residue around it. I discovered a cherry stuck to the bottom of the can after I had already used the filling on top of 36 mini cheesecakes. Regrettably, I had to discard all the cheesecakes along with the pie filling, cream cheese, and vanilla wafers I had used. The barcode on the can is [redacted]. Thank you. Joyce S. Address: [redacted] Reese Rd. Reese, MI [redacted]

I am inquiring about the sourcing of palm oil used in your products. Knowing the environmental impact of certain sources, I am eager to support companies that prioritize sustainable practices. I have been a long-time consumer of your cake mixes and am now seeking reassurance about your commitment to responsible sourcing. Any details you can provide regarding your palm oil supply chain would be greatly appreciated. Sincerely, Cynthia T.

I recently bought a box of cake mix from Duncan Hines and was disappointed to find out there was no icing included, despite the picture on the box showing an iced cake. I live 33 miles away from the store, so it was inconvenient to realize this after returning home. I tried to contact Duncan Hines three times but was hung up on each time. The last representative mentioned that it's their practice not to include icing, which was news to me. This was supposed to be my birthday cake, and I'm upset by the false advertising. Due to being unemployed because of Covid, I am now leaving negative reviews online to express my dissatisfaction with Duncan Hines.