ComplaintsforH-E-B

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am reaching out to report a series of negative experiences at H-E-B located at *********************************************. The most recent incident occurred on 05/19/2024, between 9:20 PM & 9:58 PM, which has prompted me to seek your assistance.I have been consistently impressed by HEBS commitment to customer ******************* values. However, my faith has been shaken by the store manager's handling of a simple return process. The manager, identified as ****, denied my return due to the absence of a receipt, a ***** deviation from the established policy I have known & adhered to over the years. Her approach was not only unprofessional but also lacked the basic courtesy expected in any customer service interaction.This refusal to process my return was executed publicly, causing me undue embarrassment & preventing me from buying some food for my family. The situation was exacerbated when the manager provided an incorrect corporate contact number, further illustrating a disregard for customer care.It is important to note that this is not an isolated incident. I have previously encountered issues with Allied Universal Security personnel at this location, leading to a complaint and subsequent dismissal of a guard. Additionally, I have submitted consumer complaints regarding H-E-B branded products that have gone unanswered.The cumulative effect of these experiences compels me to question the integrity of H-E-B's customer service principles. It is wrong to feel marginalized and dismissed, especially in a store that has been a staple in my life for so long.In light of these events and the lack of adequate internal response, I am reporting this matter to the BBB for review. I believe that external scrutiny is necessary to ensure that H-E-B addresses these concerns and upholds the standards of respect and dignity that every customer deserves.I urge the ******************** to investigate these matters thoroughly and to facilitate a dialogue with H-E-B. As they refuse to.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My curbside account is not letting me place orders due to a credit card dispute, there were two transactions that were allegedly disputed which caused the HEB curbside account to be frozen since we cant place orders. I checked with the credit card issuer (Discover) and there were not any disputed transactions. Furthermore the alleged transactions were in November 2023 and we have not had any issues using the account until recently. We just want this resolved so we can go back to using curbside

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sunday, HEB restricted our account. We cannot order groceries, and elderly and disabled people depend on food delivery. HEB said the account was restricted due to the $123 dispute for damaged food we received in early April. HEB did not offer to redeliver or refund us the money. Therefore, we filed a dispute with the credit card company.We called HEB on 4/29.. We were told the account would be restricted unless we paid the $123 or withdraw the dispute. HEB expects customers to pay for damaged goods, it seems. I called the credit company after speaking with HEB. The credit card company said it was not true HEB did not have their money. HEB has all $123. The credit card company thought perhaps HEB didn't want to respond to the credit card company. Nevertheless, we should not have to pay for spoiled/damaged goods.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was overcharged and the price they charged me was more than I agreed to

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  11/13/23 I went to urgent are with extreme backache. Was given a prescription and went to fill it at HEB. In January I realized that I was overcharged and it was not filed on the correct insurance, even though I had given it to a young man months earlier. The woman I spoke with told me she would get it corrected. Apparently how it was corrected was to run thru insurance again causing it to look like I had picked up prescriptions more than once. I now have a dr that has said I am just wanting pills and has kicked me out of the practice. I am not a pill popper and hate taking pills as it is. On 2/20/24, after calling for a week trying to get ahold of a pharmacist and repeatedly being told a manager isn't available for a few weeks I called HEB corporate to file a complaint and ask for assistance in getting help to get resolved. Yes, I was told a few weeks. ******* was the fill in manager and said she could not do anything. It is 4/10/24 and I have had ZERO communication back from HEB. ZERO.SO today I called the pharmacy to see if any resolution- I was told by ******* she is the new pharmacist. I told her I have not gotten a call back and her response to me was she could not discuss with me. SO then I called corporate and was told they would submit again to request someone to contact me. This was not anything I did to cause the issue, yet HEB will not fix or even attempt to fix, and not apology for the absolute mess this has caused me and my medical issues. Every doctor can see this and it will follow me and my medical record.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am housebound, 76 years old and can no longer drive, therefore; anything I order, groceries or otherwise, has to be delivered and I have to depend on HEB to get my order done correctly. This has NOT happened. Everytime I have ordered ****'s Head Low-Sodium Ham; I ask that it be shredded NOT SLICED. I can't tell you how many times this has been delivered to me SLICED.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 27, we ordered food from HEB and had it delivered. Unfortunately, the driver did not follow our delivery instructions. He did not ring the doorbell; he did not call us to let us know the food arrived; and he left the food unattended. Moreover, three boxes of soda looked like there was throw up on it.I called HEB to complain. The first representative told me to send him the video of the delivery driver. Then, HEB would redeliver the soda. (I did send the video.) He also told me I could throw away the damaged goods, which I did.I did not know when the items would be redelivered, so later in the afternoon, I called HEB. I was told by ****** that they couldn't do anything with the problematic order at that time. I didn't know why, so she had me speak to the manager. The manager told me that unless we bring back the items in-person, he would not offer a refund or redelivery. I told him the first person I spoke to said HEB would redeliver. The manager said he would speak to that individual and "correct" him. I explained that I cannot bring the food back in person. If I were able to go, then I would not have had food delivered. That did not matter. Also, I don't know why the manager disregarded the video showing the failure of the driver to follow directions. There are disabled people who cannot drive to the store, nor can they be left alone, which is why the items were delivered, anyway.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The store did not allow me to use my ****** digital wallet where I have my HEB **** credit card to pay at checkout. The employee told me the store does not take digital card payments. I have to use my newly approved HEB credit card to obtain a $50.00 statement credit for my purchases within a limited amount ot time. I find it hard to believe that a store like HEB does not have digital readers to process payments. I had to use my debit card to make the purchase which was not planned.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a ******************************* Anti-Aging Serum for $16.47 plus tax on Saturday, March 16, 2024. Transaction # *** 7373 0315 2412 1800 243. This item was found on the clearance rack. When I arrived home and opened the item, I found that any tamper proof seals were broken or removed, the item was used, and only about half of the product remained. This was not stated anywhere on the packaging so that customers can understand what is being sold and determine if they wish to purchase. It was falsely represented as a new item.I tried to return it on Sunday, March 17th. ******** Service clerk told me no returns on clearance items and pointed to a "policy" posted behind the customer service counter so tiny customers would need binoculars to read it (really). ***** stated that "items on clearance are there for a reason". Used or tampered with products, really? I asked if the policy was posted at the clearance rack, and ******** Service clerk stated, "I can't say". The truth is, the policy is only posted at the ******** Service Counter, and it's so tiny a customer really would need binoculars to read it.The attached photos show the return policy as posted. It's the laminated document with red borders. I want H-E-B to refund my money. I want H-E-B to post their return policy near or at the clearance rack in a legible, readable format so that customers can understand what they're buying BEFORE they buy it. I want H-E-B to stop reselling used cosmetics/HABA because it's a health and safety issue.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi I recently bought tatemads chips at your stores and have for months. I paid hundreds of dollars for these chips. I found out they lied about their nutrition facts and mislead consumers. They changed the packaging from 24 to 110 calories. Do you plan to continue carrying their product? Why would you sell products that mislead their customers.

*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. ↩