Complaints

This profile includes complaints for Hy-Vee Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hy-Vee Inc has 231 locations, listed below.

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  Hy-Vee Inc

  5820 Westown Pkwy West Des Moines, IA 50266-8223

  
• 

  Hy-Vee Inc

  640 Lincoln Way Ames, IA 50010-6911

  
• 

  Hy-Vee Inc

  2351 W Locust Davenport, IA 52803

  
• 

  Hy-Vee Inc

  301 Highway 34 W Albia, IA 52531-9663

  
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  Hy-Vee Inc

  1604 Bent St Bedford, IA 50833-1012

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a member of Hy-Vee aisles on line for the last 3 years, even before the pandemic started. (I have been a customer since moving to ***** in ****). I have COPD and cannot shop in the store, so I began aisles on line as a solution for my immobility. I have paid their membership fees on time. Because we never eat out, we spend around $$700-800 per month with Hy-Vee.Just under a year ago, their service suddenly took a turn for the worse. They no longer provided a personal shopper who was suppose to call me with changes, (and is an advertised benefit of being a member). Because of this, items were left off an order without a call to substitute or let me know. Because I adhere to a special diet because of my COPD, this made my ability to follow through with my menu as I had planned and because I can't just walk in and pick it up, I would have to go without the things I needed.I decided the aggravation was too much so I ask to cancel my membership in April. Come to find out they had reimbursed me, but had not notified me and my membership seemed to just go on as before. Except their service became worse and worse. Finally, I met with their store manager and he assured me it was all worked out and I renewed my membership, this was in September.It was not worked out. If an employee called me they were often rude with no substitution for a product, but mostly, they still did not call. I complained, because I felt they were doing this on purpose. I suggested that the store manager have a weekly meeting to go over the specials and customer service procedures. He took this personally, so he was the one who decided to cancel my order one hour before I was to pick it up.No one contacted me, but one hour before I was to pick up my order, they cancelled it and told me I was too hard to work with and too nasty because over and over they gave me paper bags when I told them not too, refused to accept substitutions I did not want, it is all just a game to them.I am dying of COPD and much of the time I am in pain with constant headaches, pain through the whole half of my body so bad I can hardly walk. So, I will admit I do get short as I don't feel well.Hy-Vee is the closest store to our home and the most handiest. We take advantage of all their programs and overall have been happy to shop there. We even do our pharmacy needs there, get all our shots, etc.Because of the treatment I received this morning, I would almost file this under decriminalization but looking over the other complaints on this site about Hy-Vee, I see this is how they treat everyone and *****'s assurance that 90% of their complaints were me, is just a lie.

  

  Business Response

  Date: 12/20/2022

  The staff at our ***** store has been in contact with this customer on numerous occasions in an attempt to resolve her concerns. Unfortunately, our store leaders were not able to come to a resolution that satisfied this customer and won't be engaging with this customer further. The customer's membership fee has been refunded, and we consider this matter closed. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18599156
  
  I am rejecting this response because:

  
  I have in no way violated any of their procedures.  They do constantly charge the wrong amount to my credit card, currently there is a $160 charge that no one there has found.  I also have requested the that they honor their sale prices and in doing so have made the people at the ***** location embarrassed that has led to this response of wanting to revoke my membership and ban me from their online program.  The only reason I want to retain my membership and online access is because I have saved so much money from this program, in spite of the rude treatment afforded myself and my husband, I should stress I saved it by being diligent in my checking how I was being charged.  I also have COPD and cannot physically walk to shop, so picking up my groceries was something I really needed.  I wonder if they treat all their disabled customers like this.

  I have not been refunded my membership fee and if I have they need to send me proof, they also need to send proof that the hearsay comments they use against me are substantiated with proof.

  This decision 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in November I had placed an order for egg wraps and only received one of them. I was never credited back for the missing ones which was almost $19. Ive been in contact with the manager of the ********* ** store through email . *** even emailed the assistant after the main manager gave me the address. Initially the main manager said I will give you a $10 credit plus the amount of the items you didnt receive so I emailed them back with letting them know how much my online receipt said that was missing was worth and no one has responded since then. They did give me a credit of $9.99 but thats it.Ive tried reaching out several times. I even resent a new complaint in case something happened , I just dont think Hyvee cares anymore about its customers which is really sad

  

  Business Response

  Date: 12/21/2022

  We thank this customer for sharing her experience with us, and letting us know of the fulfillment issues she experienced with her online order. The store manager at our Brookings location has been able to connect with the customer via email and issued her a credit for the missing items. Again, we thank this customer and look forward to serving her again in the near future.

  Customer Answer

  Date: 12/21/2022

   
  Better Business Bureau:
  
  They even reached out through phone as well, and they were very prompt with fixing my issue. He was super nice about it as well. Im satisfied. All I wanted was a refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/16/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For at least 2 years I've tried to sign up for the weekly ads etc. but I still don't receive them. At first I'd occasionally get the ads and two or three times I've received the digital receipts. I've sent multiple inquiries about this and get various replies. Such as we've reset you're account to add us to your email contacts. Nothing changed. I decided to set up an account with an altered name etc. I starred receiving what I'd signed up for!!!!WHY?????

  

  Business Response

  Date: 12/20/2022

  We appreciate this customer reaching out to let us know of her frustrations. Our ************* team has responded to her emails about this issue with several troubleshooting ideas to ensure she's receiving the email communications she needs. Given that she is still experiencing issues, a member of our ************* team will be reaching out to this customer by phone in the coming days to provide more in-depth support and troubleshooting help. Again, we thank this customer for reaching out and look forward to helping her receive all the communications she's looking for.

  Customer Answer

  Date: 12/21/2022

   
  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

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location: ******* - ******************* Pharmacy Problem: Associate confirming stock (lying) & being told there is no stock.Time: CST Details: 11/21 approx. 2:10pm - called ******************* Pharmacy for details about a specific drug that is in short supply nationwide and expressing that they do a detailed search (drug specifics, quantities, recalls). The associate confirmed that they had lots, every HyVee in ******* had lots.11/22 - Rx is there, I arrive (approx. 9:45am) in-person just to make sure they have it. Associate says they have 8 tablets remaining (not sure how you even end up with 8). I ask her to fill it. I wait 30 minutes, and then am told the Rx is recalled. I told her I called yesterday and they said there were no back orders, there was plenty of stock, and there was no recall. She said it was recalled, and "every other HyVee in town has [my ********]". Oh great, I have her transfer it to the North 84th Hy-Vee near Northern Lights ******** calls the pharmacist who , per the associate, confirmed there was lots in stock.Instead of transferring the Rx I got a paper script this time because this is the 2nd HyVee i've had this happen at. After picking up the script, i called the North 84th Hy-Vee myself to confirm the stock. The kind associate there said they have none at all! I said, could you check the other stores? She said, oh, none in town have any--like there's a nationwide shortage (i'm well aware). I said oh, that's interesting, you're able to see the other store's inventory, the other store said every location had lots? She replied, i sure can! We're entirely back ordered so no location has any available. The associate who was maybe 5'8", glasses, female, middle hair part appears to have lied in this instance and sounded extremely similar to the person I spoke to on 11/21. This is unacceptable when you're dealing with people's medication. Not to mention the eye roll when I said, you said you had none on back order yesterday.

  

  Business Response

  Date: 12/06/2022

  We thank this customer for sharing his experience with us, and we apologize for his experience. This customer also contacted our ************************ with the same information, and at that time the pharmacist on duty at the ******************* store in ******* the day we received this complaint contacted the customer. The pharmacist apologized for the experience and explained that the pharmacy team would use his experience as a training opportunity to improve patient experiences going forward. Again, we thank this customer for sharing his experience and look forward to earning his business again in the future. 

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been purchasing there for quite some time. They were to give me the advertised $1.00 off for each prescription that was transferred. then they refused to do so. Multiple times per week there is a price advertised that is not reflected when I check out. Discounts are hard to track and are confusing.  Fuel saver rewards are not properly credited on checkout; in holding up the line and calling a manger is needed.  Self check out is a problem. 

  

  Business Response

  Date: 11/18/2022

  We thank this customer for sharing his experience. Our regional vice president for the *********** area has spoke to this customer to learn more about his experience with our Fuel Saver promotions. Due to privacy regulations and HIPAA, we are limited in what we can share on this platform. However, our Fuel Saver promotions have federally mandated limitations depending on what plan or insurance a customer carries. Therefore, not all customers can receive all promotions on prescriptions. That information/disclaimer is included on the advertising materials as well as online or upon request. Our regional vice president has offered this customer a Hy-Vee gift card to compensate him for his frustrations, but that offer was refused at the time. 

• Initial Complaint

  Date:10/20/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered groceries 10/19. Hy Vee went to "fulfill" the order yet kept emailing me that they were out of items. They'd "offer" items that were nowhere near what I ordered in place of it. IE: I ordered a corn steamer and they offered NONsteamer bag of Supersweet white corn. I checked the box I did NOT want replacements. After about the 6th text in a row of them not having what I ordered I finally said something about needing a **** raincheck as 1/4 of my order wasn't available suddenly. A woman called claiming to be the store manager and said I should go to ****'s. I called back and asked to speak to her again as I want 1: a refund to my perks plus membership as a courtesy 2: Delivery of the GROCERIES I ORDERED. I got put on the phone with some man claiming to be store manager and I said no, ***** is- she told me so. ****, she LIED. WRITE HER UP!!!! They claim they didn't like that I text the word "hell" back to their harrassing texts: I'd like them to grow up and get a back bone as well as deliver my groceries to include rainchecks for all items they falsely advertised but didn't have.

  

  Business Response

  Date: 10/27/2022

  We thank this customer for letting us know about her experience, and we are sorry that this ordering experience fell so far below her expectations and our standards of service. The store management team and our customer care team have both connected with the customer to discuss her experience and compensate her for the items not received in her order. We appreciate the customer sharing her feedback, and look forward to serving her again in the future. 

  Customer Answer

  Date: 10/27/2022

   
  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

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On october 3rd i paid $50 for a hy-vee plus reward card.I have NOT received the card and hy-vee has not responed to my emails

  

  Business Response

  Date: 10/27/2022

  We thank this customer for reaching out regarding his Hy-Vee Plus membership. Our customer care team has researched his complaint and discovered that there are multiple email addresses associated with this customer, which could be the cause of the confusion. Our customer care supervisory team has sent multiple emails and attempted several times to reach the customer by phone, but without success. We have issued a refund of the customer's original purchase of the membership, and that amount should show up on the customer's payment card within the next five business days. Again, we thank this customer for reaching out and apologize for the confusion over this purchase. 

• Initial Complaint

  Date:09/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on sept. 17th 2022, we stopped at the restaurant on way home to eat.ordered 2 The Our Burger beef burgerper the menu which states 1/3 lb. burgerwith our sides. they brought the food to our tableand left before we could tell them the order was messed up. we tried to find someone but everyone disappeared. I have called and have not been able to resolve this issue. the order they gave us looked like a couple of white castle sliders which can be held with 2 fingers not a 1/3 *****************.. it is unknown if we w=ill be back that way any time soon unless another family member passes away.

  

  Business Response

  Date: 09/28/2022

  We apologize to this customer for their experience at our in-store restaurant, and would be glad to provide a refund for the meal. Please let us know the store where your experience happened, and we will make sure that store reaches out to you. Thank you for letting us know about your experience.

  Customer Answer

  Date: 09/29/2022

   
  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. The place is as in the complaint !!  ********************** Hy-Vee in ******, ********* !!!!!!
  
  Sincerely,
  
  *********************