ComplaintsforH-E-B

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **On September 23, 2024, between 10:30 AM and 3:00 PM, my vehicle was damaged by an HEB shopping basket that rolled from under the loading dock near the store's southwest feeder road entrance.** With cars entering behind me, I did not stop, take pictures nor call a manger to view.**HEB manager ******* requested three repair estimates, which I provided. He committed to reviewing security footage and contacting me with the results.****Despite numerous attempts to follow up, including in-person visits, phone calls, and online case submissions, I have received no communication or resolution from HEB.****As a loyal customer of 30 years, I expect a timely and fair resolution to this matter. I kindly request that HEB address my claim, whether by approving the repairs, denying the claim, or providing an alternative solution.**

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have received bad produce from the HEB on Saratoga on more than a few occasions. I have gotten a refund before but this time they have denied my refund. I have several photos and dug the fruit out of the trash to take to them but they have denied it. I called headquarters and they said the store has the final say which was *****. I should have checked their rating here before ever taking them my business. I have been a customer of theirs for over 40 years. I order $200-$300 worth of food a week so to be treated like I am a liar and a criminal is unjust. I have photos taken only a few days after the purchase and they don't even want to see them. I took over 40 photos. The mold is on the top of the container and the bottom! The shopper should have seen that and thrown them away before letting them be delivered. This is appalling. Thank goodness we have a sprouts here because that is where I will be taking my business to now.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just got home from shopping at HEB and have noticed that the cashier has double charged me for a Meal Simple entre that was marked down due to an approaching expiration date (the item was clearly marked $7.52 and I was charged both the sale price and the original price of $10.04). This is a consistent practice at this HEB. Not only do I have to watch the cashier(s) but as with today (and almost any day) I had to bag my own groceries because HEB refuses to properly staff the front end of the store. This is to document the Simple fact that HEB is responsible for facilitating this theft. And much like HEB spends hundreds of thousands of dollars on Anti-theft measures and prosecutes all thefts...I want HEB to address this on going theft by their employees. No customer expects to be the subject of theft, especially from a huge retailer as HEB, but this is an ongoing problem with the Killeen location. No customer expects to have to spent valuable time, gas driving back to the store (which the HEB Killeen location doesn't even have a customer service desk or location) to have to correct these ongoing mistakes. Furthermore I can't even get anyone from HEB's corporate offices to even give one ounce of concern to address this location. I will attach pictures of the receipt and of the item in question. Just so the lazy a** management understands how inconvenient shopping at a once beloved grocery chain such as HEB has been in *******...I want to go on record as stating that "My HEB steals from me each time I shop there..." and "My HEB has got to be the shittiest in the company..." these should be the slogans for the HEB Killeen location. I only wish HEB wouldn't just write off the great citizens of *******...we are as, if not more, important that customers in the ******, **************** areas! We deserve the attention, proper customer service and attention to detail as any other retail location in *****. I once praised HEB, now I'm just embarrassed & disappointed

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Went to get another prescription from the hospital pharmacy at HEB in big spring and they refused to give me my medication unless I gave them back another medication I paid for.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against HEB, specifically regarding my recent grocery delivery order (#HEB23459406286) that was never delivered. The total amount of the order was $300, which I paid in full.Despite receiving an order confirmation, the groceries were never delivered to my address. I promptly contacted the store to report this issue and spoke with the manager, ****. Unfortunately, instead of addressing my concerns or investigating the matter, **** refused to issue a refund for the missing order.I find this response completely unacceptable. As a consumer, I rely on this service for my groceries, and the refusal to either provide a refund or reschedule the delivery is deeply concerning. I feel that I have been unfairly treated, and this experience has led me to believe that this location is not trustworthy in handling customer service issues.I request that the BBB investigate this matter and help facilitate a resolution. I am seeking a full refund for the $300 I spent on groceries that I never received. Additionally, I want to make others aware of this issue so they can avoid similar experiences.Thank you for your attention to this matter.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date of transaction was 1/24/24. Paid $500 twice ($1,000 total), which were unauthorized charges. Upon purchase of a $50 gift card - was erroneously charged an additional unauthorized charges of two $500 transactions. Transaction occurred at HEB #***, corner of Pecan and Ware; McAllen, ******Upon review of transactions on my account. Contacted bank for assistance on reporting these unauthorized transactions but was advised that I past the time limit for making claims. To contact merchant for reimbursements.Upon contacting HEB headquarters in ***********, *****. Spoke with a ******* - Supervisor to ****************** who stated that I Could not be helped in getting my monies because that HEB accepted monies in good faith ( even though they were unauthorized transaction). Did not ********** Was forwarded to ****** - Supervising Manager ************, she stated same an above, but did add that she need to speak with bank. I actually got bank on a three way call who advised ****** that 3 transactions were done within minutes for the amounts of $500, $500 and $50. ****** ***** - finance director, was able to pull up transactions and see charges FYI; I only purchased a gift card for $50 and was charged $1,050!Ms ****** stated that since bank cannot help me.. neither will HEB. In the meantime, I am at the loss of $1000. Even though they have records, they were unable to assist,No customer assistance or satisfaction there. Please assist. Thank you in advance.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I came into HEB this afternoon on my lunch break like I have many times before to cash my payroll check. They advertise that they do cash payroll checks for $3.00. My check was for $830.15, so not even close to being above the limit. The check is for a local bank here in ************ (that charges $10 if you do not have an account with them) and I have cashed checks before at this HEB location that were identical to the one I brought in today. The difference is, they had a young and poorly trained associate ******* the customer service desk. He looked at the check very puzzled and then said that he is not sure he can cash it because it is a third-party check. He was confused by the definition of a third party check because it was certainly not "signed over" to anyone. The check had MY name on it and I presented my ID. When I pointed out that it was not a third party check, then it became a "personal check" and that was his excuse. He brought out 2 different employees to tell me that it was a personal check, when the business name was in the top corner and clearly followed the letters "PLLC" which stands for "private limited liability company." The check was from my employer, a surgeon based right here in ************, whose business account is established with a bank that is located right here in ************. I even went so far as to pull up our website to further prove that this was a private medical practice and legitimate business, and that the check I was attempting to cash was in fact a PAYROLL check. Never once did I get to speak to a manager. The HEB partners need more training regarding what is and isn't a personal or third-party check if they are going to work at the business desk where part of their job description is to CASH CHECKS. This was no different than if I had walked up to a register with a gallon of milk and the cashier just said, "No, I don't want to sell you this milk. That debit card looks suspicious." It was an outright refusal of service.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My pcp sent my migraine prescription to this pharmacy. I was not in the condition to drive myself. My aunt picked it up for me and brought it to me. When I opened the stapled bag, it was missing 1 of the bottles. This particular medication comes in two separate glass containers. I immediately called HEB Pharmacy. I explained to them what happened. I also explained that someone had written on the one bottle container with a red sharpie stating (1of30) must last 30 days. Whomever I spoke with on the phone looked into it and discovered I was correct. Each bottle holds only *********************************** 28 days not 30. At the same time my PCP was converting or rather merging with Conviva health care and was no longer going to be accepting me as his his patient due to ******* not accepting it. He still tried to fix it for me. I followed the instructions that the pharmacy gave me to get in touch with my doctor to correct it. Though it was not my physicians error he was trying to correct it for me one last time before he released me. . Going back and forth with the pharmacy was a very frustrating situation for everyone. Finally he just wrote a new prescription for me and said that would be the last that he could do. I thanked him and then when it was time I went to go pick up the prescription they had messed up. I was then told I had to choose. Either the one missing bottle or the new prescription that contained both parts. I asked to fill the prescription like they were supposed to and just keep the notations that were made on the previous one and I would just keep it on file. That would give me enough time to find another PCP that works with internal medicine. When I showed up to pick up the medicine I was told I could no longer do that. So I was cheated out of my medication for their mistake. Now that I am needing that particular medication again I have none. I don't understand why they confirmed the error but yet are not willing to correct it.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I had a bad experience at the self-checkout. When I scanned a can of water twice, the checker questioned me about it in a way that I didn't appreciate. I asked her to put the water back in my basket. I could have been making two separate transactions. When a manager intervened, instead of apologizing for the misunderstanding, she came over with an attitude. I asked her to step away and call the manager, but she continued to be rude and disrespectful. She even canceled my order and threw my debit card at me. None of this would have happened if the checker hadn't accused me of not scanning the water, which I did as the first item.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 7/7 in the evening I was in HEB location on Central **********************. I reported this incident to the manager on duty along with 2 other employees at the time and I was promised and told that someone from HEB corporate would reach out to **** sustained an injury during my visit. While I was picking up a frozen merchandise from the freezer section, another of the same item that are frozen solid ricochet off the rack due to the negligence of the HEB staff that overstuffed the items in that section. There was an extreme amount of pressure unbeknownst to me. This frozen brick landed on my left toe, and I felt immediate pain. The nail on my toe instantly bled, I have photos I took proving this.HEB Manager on duty or corporate have also been negligent in following up with me directly. I am attempting to resolve this issue directly with the company instead of seeking help elsewhere. However I will do so if it is necessary and HEB fails to contact me as they should have done already. Please reach out to me via email with a number to arrange a call. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩