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Business Profile

Grocery Store

Heinen's, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for Heinen's, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Heinen's, Inc. has 15 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Unsubscribe button missing. Instead an “update profile” link that takes you to a blank screen with “loading preferences” graphic that does nothing.

      No way for consumers to stop annoying spam from company.

      Business Response

      Date: 10/31/2023

      We have unsubscribed Mr. ********* from receiving any emails from us. 

    • Initial Complaint

      Date:03/07/2023

      Type:Product Issues
      Status:
      Resolved
      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 purchased groceries from the store. While checking out the check out employee stated that my card was not going through and asked me to swipe multiple times . He assured me that my card was not being charged and he and the girl working next to him stated the registers were offline and he took me to customer service to be rung out. She had me swipe couple times then said use credit instead of debit because their back up system will take credit. I did and it went through. The next day my account was over drawn and I saw where they charged me multiple times. I went to the store and she said she will have to get in touch with corporate. I then called about 6 hours later and Lady from corporate stated that she does she where their 3rd party company they use charged me multiple times but however their 3rd party company only deposited it in their store account once. She then stated I needed to either try to get in touch with their 3rd party company that handles their credits or debits or dispute it with my bank. She then stated my bank shouldn't of allowed it to go through when they saw the same charge multiple times. It is not my responsibility to try and get my money back from their 3rd party company I purchased from them and them only. I provided the store with online bank statements via email showing the transactions that took place . H*****s is not disputing the charges but however is trying to.make me responsible for gaining back my own money. This is unacceptable.

      Business Response

      Date: 03/11/2023

      Providing an answer within the 7 days will not be possible. Due to people not being available to do the research on this customer's complaint, we will provide a response within 14 days or by March 21. 

      Thank you,

      Jeff H***** 

      Customer Answer

      Date: 03/11/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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. 



      Regards,



      ****** ******




    • Initial Complaint

      Date:02/28/2023

      Type:Product Issues
      Status:
      Answered
      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 February 24 I placed an online order on your new app. $95 and change was immediately taken from my account. The shopper never kept in touch with me. My delivery was by2:30 and it didn’t arrive. About an hour later I got a text from Heinens how was my delivery? I NEVER RECEIVED anything! I called my local Heinens right away and explained what had happened and they said would you like to replace the order? NO!
      I wanted my groceries or a refund. The lady explained that the shoppers are to take a picture but that takes about 3 days. After much more debate she finally agreed to refund my costs but it would probably take 3 day. It’s amazingly how they can immediately take your funds but the poor consumer has to wait 3 days to get their money back. I phoned Heinens again yesterday and they say the funds were refunded. I called my bank today and still no refund. Who will cover my expenses and overdraft fees when my refund is late. Heinens new app is not user friendly and where I use to have to pay a tip there is now an additional $9.99
      to have my groceries delivered. Help!

      Business Response

      Date: 03/02/2023

      I spoke with ***** ******* and I believe she is satisfied. 

      In short, her money was refunded the same day and she is waiting for the bank to actually post it to her account. 

      I let her know we made a delivery mistake and the groceries were delivered to her neighbor across the street. 

    Heinen's, Inc. is NOT a BBB Accredited Business.

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