ComplaintsforHy-Vee Inc

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed a pickup order at my local hyvee on 12/21/2023 in the amount of $86.20. I did not receive several items in my order totaling the amount of $19.51. I emailed hyvee on 12/21/23 asking for the items as I needed them for holidays. Did not get a response and followed up on 12/27/23 asking for a refund and have not had a response. I would like a refund

  

  Business response

  01/23/2024

  We thank this customer for letting us know about her experience. Our store management team has talked with the customer to provide the refund requested, and let the customer know that she is encouraged to reach out directly to our local store leadership in the future if she has any problems at all with her orders.

  Customer response

  01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Refilled my prescription for my allergy medication over the phone. When ii went to pick it up the lady working their not the person who fills prescriptions. The person who help recommended a over the counter product which I purchased. My problem is that when I called back to the pharmacy the automated system stated that the prescription had been refilled and it was to early to refill. My problem is that I did not get this item filled by the pharmacist I brought it over the counter.

  

  Business response

  01/03/2024

  We thank this customer for letting us know about their experience. If the customer can let us know which Hy-Vee pharmacy they purchased the over-the-counter medication, we can have that store connect directly with the customer. 

  Customer response

  01/04/2024

   
  Complaint: 21089156
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************;   The hy-vee store is store #2 ************************************************************

  

  Business response

  01/17/2024

  We thank this customer for letting us know about his pharmacy experience. We will be sending a gift card to the address provided to cover the customer's requested refund. We've also spoken with the pharmacy manager about why the prescription was marked as refilled when the customer hadn't received it; the prescription had been filled, but had been put back into our stock when it was not picked up and the prescription record had not been updated yet in our system when the customer reached out. The prescription is now ready for refill whenever the customer would like, and we look forward to serving the customer again soon. 

  Customer response

  01/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came to gas station aprox 6:50 December 22nd. I got 2 pieces of pizzas and a medium drink . I told the blond lady I didnt have my card . I recently switched billfolds. I gave her my cell phone number to look it up. The dark hair lady with ******* said charge me full price. I didnt agree but going back and forth for 15 minutes was ridiculous. I paid full price for $1.00 drink and 2 pieces of pizza for $5.00. I called and talked to Service Manager and requested to talk to store manager. I deserve the difference back and a apology.

  

  Business response

  01/03/2024

  We thank this customer for sharing their experience. If the customer can let us know the Hy-Vee Fast & Fresh location where this transaction occurred, we can have the store leaders contact the customer directly. 

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the statement I received was September 26, 2023. The dates of the checks were June 21 and July 19. As you can see that resulted in two $30 service charges, I contacted HyVee headquarters in DeMoines and they notified the manager of ****************** store who texted me saying he would discuss this with his accounting manager and she would contact me. She never did and my call to the store resulted in me being told no managers were there,

  

  Business response

  12/12/2023

  We thank this customer for sharing his feedback, and we apologize for the amount of time between the date of the notice and the dates of the checks. Our corporate accounting staff is working to speed up the process so these lapses do not happen. The staff at our ******* store has been in contact with the customer multiple times to try to resolve the situation, with varying degrees of success. The store manager spoke with the customer last week and we are hopeful we can resolve this situation as soon as possible.   

  Customer response

  12/14/2023

  I received your text regarding HyVees response to my complaint and I do not agree with it and have a photo of the document that they sent me however I am unable to copy it into my response. They sent me that document so they know exactly what I am referring to. No, I have not been contacted by them repeatedly and I am not going to pay any part of what they say I owe them!

  

  Business response

  12/18/2023

  We were able to speak with this customer on the phone last week, and have resolved the complaint to the satisfaction of both parties. We thank the customer for his time in working with us to come to a resolution. 

  Customer response

  12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I used to really enjoy shopping at Hy-Vee, including Aisles Online, but the experience is no longer pleasant. The store is dirty (there arent even disinfecting wipes for carts), and all of the employees seem absolutely miserable. As a retired store manager, Im empathetic to how stressful and hectic the business can be, but whats happening isnt reflective of that. I know that theres newer management, and Im assuming thats a large part of the problem. There are two major issues Im specifically writing about, though. On November 17th (Aisles order ********), I placed an order and asked for items not to be substituted. Somehow, it showed that soups were substituted even though they didnt have any. No soups were included in my order. I called to get my money back, and *** (who was argumentative and didnt want to let me get a word in) eventually said she would credit the $4.24 back to my card. I never received it. The other issue I have, and Im still not comfortable bringing up (Im concerned about how this will be addressed), is from an Aisles order on September 10th (********). At 3:51 AM, I received a text message that said, Hi ******, just confirming I got your note about meat :). I ordered chicken and left instructions asking for a good date, no holes in the packaging, and no blood spots. I dont feel Im overreacting in feeling really uncomfortable about receiving that text message. Ive never received any other text like that or even confirming instructions, especially at 3:51 AM. I also want to add that I canceled my Hy-Vee Plus membership because of the experiences I have been having.

  

  Business response

  12/07/2023

  We thank this customer for reaching out to us, and apologize for the poor experience she had with our ********************** The manager of our *********** store attempted to reach the customer by phone but was not able to connect with her. He did send an email confirming that she has been credited for the products she didn't receive, as well as providing his contact information to further discuss her concerns about store conditions and service. We look forward to having the opportunity to earn this customer's business again in the future.  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order groceries online to get delivered about 2 times a month from the hyvee in *******, ******** *****. And on November 15th, 2023 I placed an order (#********) and had put my substitutions in due to me being at work the next day and I work in a prison and do not have my phone on me to answer the doordasher whos packing my items. I was shorted several items which most of them got refunded or fixed except one. I ordered 9 totoinos pepperoni pizzas and received 0. On my receipt it states the items were fulfilled and I still got charged $17.73 for the 9 pizzas I never received. The dasher named ***** claimed I didnt respond therefore she couldnt add in a substitution. And my boyfriend who was home during the delivery says that it wasnt her delivering the food it was her boyfriend and a child bringing the groceries. I called hyvee on a work phone the day after my delivery to figure out if I was going to get refunded for my pizzas and no one seemed to know and I had to go through 3 people on the phone to talk to someone who could assist me. Still no issue got resolved. Finally today I got the money taken out of my account for my delivery from almost 2 weeks ago after getting partially fixed but I still got charged for the 9 pizzas.

  

  Business response

  12/07/2023

  We thank this customer for sharing her experience, and apologize for the disappointing interaction she had with her online order. Our Trenton ********************** has refunded the customer for the product she was charge for but did not receive. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hy-vee pharmacy has informed me that even with my doctor calling my prescriptions in to be filled they would not. The prescription would only be filled by going in the store and physically asking for them. After which I would then be expected to wait for 20 minutes or longer. The treatment from this pharmacy has been utterly unpredictable and highly unprofessional. This establishment has never fulfilled its responsibility to the customers/patients. People that have medical conditions that require medication should not be treated as if they are the problem. I will never give this pharmacy/ store any chance redemption.

  

  Business response

  11/17/2023

  We thank this customer for sharing his experience with us, and would like to have a member of store management reach out to the customer to learn more about his pharmacy order. Can this customer please provide the Hy-Vee pharmacy location where this interaction happened?

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered flowers for Mothers Day a week before Mothers Day by calling the ************ **** Hyvee. I am in *************** and was told my flowers would be delivered on Mothers Day. I called the store on Mothers Day to confirm to be told by the girl who answered you were not delivering at all on Sunday due to being short staffed. I was livid. No phone call to tell me or anything. I asked to speak to a manager and was told to hold, instead she hung up on me. I called back asked for a manager again for her to put the phone down and only to hear here and the supposed manager talk about me for 5 minutes. The girl refused to look up my order, take my name etc. while they are talking about me, the woman in charge of the flower must of came up and they told her I was mad and wanting to speak to someone, I hear her say Im not dealing with her and hung up on me. Absolutely unacceptable. I had to call my mom to tell her she wasnt getting any flowers. She was so disappointed. I called corporate immediately. An hour later my mom calls to tell me they delivered them, and I as thinking corporate called the store. Was I wrong, I get a call from flower shop to tell me the card number was wrong and they need it to charge me. I tell her the story and she advised me she wont charge ************* advised Id get a call from the director. Its March 23rd and Ive called corporate twice with no response from anyone. Obviously you do not care. I will never shop at any Hyvee again. My mother works at veterans home and has told anyone who will listen. This is totally wrong and unacceptable especially when it was Mothers Day.

  

  Business response

  06/02/2023

  We thank this customer for letting us know about their experience, and we apologize. The ************ staff has spoken with both the customer and their family member to help resolve the situation. 

  Customer response

  06/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  About a month ago HyVee changed it membership. I renewed in November when HyVee would substitute advertised sale items with a different item for the advertised price. HyVee has discontinued this and will not refund membership. I am requesting a full refund of $99 -I have had to email HyVee 32 times in the last **************************************************** addition, HyVee had a banner (attached) stating items were Buy 1 Get 1 Free. I selected the banner and selected a couple of items. I did not get the 1 free as advertised in the banner. Receipts attached for everything. The total is $112.98.

  

  Business response

  06/13/2023

  We thank this customer for letting us know about his experience. Our Corporate Customer Relations team has been in contact with both the customer and the local ********************** management to respond to the customer's request, and a full refund for his membership has been issued. We apologize for the confusion on this customer's orders in the past and hope he will give us a chance to earn his business again in the future. 

  Customer response

  06/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Hy-vee Pharmacy 5 times. 4/5 times the transactions have been a nightmare. Unknowledgeable staff, extra long wait times and poor customer service. The most recent phone call was even lied to on how the prior authorization was handled.I picked up a new Rx on 04/26/23. I then gave my secondary Ins. information which was Forward Health of Wis. This process too over 35 minutes. should have been a very easy process of making a copy of Ins card and feeding acct/ member Id into their computer system. I asked several times if there was a problem, they claimed it would just be a few minutes when it was apparent the Pharmacist and the Pharm tech were having issues, going back forth from Pc to Pc. FINALLY, they stated the information was in. I told them I was supposed to be on a text message format when any Rx's were filled, yet didn't get that this time as I had in the past. Again I signed up for it. The next day they call and tell me an Rx is ready, I asked what it was. It was something that had been cancelled from the doctor a few days earlier. I went back on 05/01/23 to pick up my reg Rx. They tried charging me $35, which was supposed to be covered by secondary ins. They then stated it needed a prior auth. ( Wasted trip) On 05/03/23 I called about this RX. A man mistakenly told be that Forward Health (secondary) would only cover the name brand. I stated I was highly allergic and didn't appreciate this being changed. He stated Forward Health only would cover the brand name, and that I could pay the $35 or take the brand name or call Forward Health or ******* to another Pharmacy but the same outcome would take place. I called Forward Health, they stated Hy-vee never requested the prior auth for the generic I was on they only requested the name brand prior auth. WHY? why was I lied to? Is Hy-vee trying to make more money off the insurance company? Who knows! The whole thing was a joke and the 4th time I've been highly dissatisfied and wasted a lot of time trying to get my Rx. I was also told they did not have the brand name drug, I DIDNT WANT THE ***** NAME, since I'm highly allergic to so many drugs. Still no Rx and mine runs out tomorrow. I have never seen such a rig-a-ma-roll in all my life and I'm a certified medical assistant. DO not lie to the consumer ! Some of ** understand how the whole prescription process works. So they had the drug I needed 2 days ago, but submitted a prior auth. on a different drug (the brand name) instead of the drug the patient was currently taking with no issues after 3 months. DO BETTER HY-VEE PHARMACY. I am requesting a $50 gift card for Hy-Vee grocery store and my future Prescription's to be forwarded to WALLGREENS ON COURT STEET as they were before I tried Hy-vee with complete dissatisfaction along with the drive thru being out of order half the times I've attempted to pick up medicine. **** in the pharmacy was supposed to get to the bottom of this nightmare and send prior auth. to Forward Health for the correct drug as of today 05/03/23, we shall see if I get it filled in the next few days and the Rx is delivered. I have no intention of filling an *********'s with Hy-vee Pharmacy in **********, **. I was told Cosco and Hy-vee can be cheaper on some things concerning the Pharmacy and medication refills, but at the cost of all the time wasted, uneducated staff , the drive through being down and being lied to about the prior auth. and what Forward Health will cover concerning generics and brand name I'm DONE. I expect better service, I guess its quite apparent why they have very few filled Rx's on their racks to be picked up that are filled. No doubt, Oher consumers have gone through the same issues.

  

  Business response

  05/15/2023

  We thank this customer for letting us know about her pharmacy experience. Our pharmacy staff shared that when filling the prescription, the customer stated she wanted to use her primary insurance which allowed for the generic brand. When she came to pick ** the prescription, she presented her state insurance for the prescription. To comply with state insurance, the patient must have the brand name and not a generic.  We called the state insurance to verify along with the physician's office and both stated the same as above. We offered to fill the prescription on the primary insurance so the patient could receive the generic brand, but she declined to do so. We were able to fill a prescription for her at no charge to her and had it delivered to her for no charge as well.

  
  

  Customer response

  05/17/2023

   
  Complaint: 20013803
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/19/2023

  Im still very disatisfied with all aspects of the way this pharmacy handles customers complaints and poor customer service. While talking with the pharmacist, he just hands the phone over to another employee. Supposedly my call was not important and another customer was more important in the middle of trying to come to a conclusion with all the issues I have had with Hyvee Pharmacy, yet never told me he had to end the call or depart my ongoing issue during the conversation. ??

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