Complaints

This profile includes complaints for H-E-B's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  H-E-B

  646 S Flores St Attn Customer Relations San Antonio, TX 78204-1219

• 

  H-E-B

  200 W Hopkins St San Marcos, TX 78666

• 

  H-E-B

  601 E San Patricio Ave Mathis, TX 78368-2428

• 

  H-E-B

  3630 Ih 35 S Waco, TX 76706-3755

• 

  H-E-B

  2400 S Congress Ave Austin, TX 78704-5512

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:06/09/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 5/22/2025 I wrote a check for $277.44 for medications at the HEB Pharmacy. The check was "blocked" by Certegy. No reason/code was provided, only a number for Certegy. I called *******, was routed to a call center in the mid-east, taken through all the check and personal id info to be told I did not meet their "guidelines". No specific problem was noted. Called my bank who confirmed I had cash in the account and no inquiries had been made about my HEB check. Called Certegy back and they insisted on the same information being repeated with the same unfocused "doesn't meet guidelines" answer. I tried every number I could find and no one would tell me what the problem was. Got online and requested the Certegy report and it kept going back to a blank form. ******* has now blocked me from using a check at HEB, will not confirm the reason and did not check to see if it was covered. I spent 2.5 hours in the store trying to resolve. I asked for the store manager and a 20 something "junior" manager talked with me, and parroted Certegy. I asked for the store manager, he mumbled and left. After 5 - 10 min I decided to leave the store and passed him chatting with two other employees. I inquired about the Manager and he told me the store manager was out to lunch. Had I not passed him, I could have waited for an hour or more. Incredibly poor customer service. I normally use a credit card but it was not available, and use the online ordering and pickup. I felt belittled & tyrannized, that my needs were not important and HEB only wants my money, not a relationship. Have not been back and have to desire to return.

• Initial Complaint

  Date:06/08/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 June 7, 2025, I placed a $368.85 grocery delivery order through H-E-B. When the order arrived, I discovered that all of my meat and protein items were missing, totaling $122.30. I contacted customer service immediately, but was told no refund or redelivery would be issued because the delivery driver claimed everything was delivered. This is unacceptable.I am the paying customer and recipient, and I am clearly stating these items were not delivered. The store manager (*********) who denied my claim never contacted me directly. Its unacceptable that my firsthand experience was dismissed without **************** addition to the missing items, the delivery arrived significantly later than the scheduled time window (910 PM) it was delivered at 11 PM, despite a notice that there would be a delay. I watched the tracker and saw it took the driver much longer than usual to reach my location, further raising concerns.Missing items include: H-E-B Rainbow Trout - $17.42 ***** **** Sausage - $6.75 Prime Beef Sirloin - $14.80 Chicken B****** - $26.45 Cajun ****** Breast - $9.32 Ground Beef ***** - $13.59 Applewood Bacon - $3.97 ******-O Turkey Bacon - $3.84 Oven Roasted Turkey - $9.56 Great Catch Shrimp - $16.60 This has caused stress and financial loss. I expected better service from H-E-B.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of Transaction: February 12, 2025 Amount Paid: $130 (cash)Business: HEB Nature of the Issue: Invalid Money Order / Failure to Refund / Potential Fraud On February 12, 2025, I purchased a $130 money order with cash from HEB. Due to unforeseen circumstances, I did not use the money order and attempted to return it for a refund.I visited three different HEB locations to process the refund. Each time, the system failedliterally shutting down during the transaction process. This persistent failure made it impossible to return the money order through the original point of *********** the final location, a manager referred me to customer support. After contacting them, I was told the money order was valid and could be cashed without issue. Acting on this information, I deposited the money order at my bank, which initially accepted and cashed it.However, a few business days later, my bank notified me that the money order had bounced. As a result, the funds were withdrawn from my account, and the original money orderretained by the bank during the depositwas no longer in my possession. I am now left without the physical money order and without my $130.This situation has caused both financial and logistical distress, and I believe it reflects a serious issue either with the processing system or the integrity of the money order itself. I have acted in good faith throughout this process and have been met with system failures and misinformation.I respectfully request the immediate return of the $130 I paid, as I have received no product or service in exchange and have been misled throughout the resolution process.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  They took out benefits for a purchase that was declined and refusing to reimburse the $82.00 to my EBT Card. Can't speak to anyone in upper management because its not allowed.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 May 15, 2025, I placed an online grocery order with H-E-B (Order #: HEB24368073803), which included a package of meat that arrived in clearly spoiled conditiondiscolored, foul-smelling, and unsafe for consumption. I took a photo as proof and immediately discarded the product for health and safety reasons.I submitted a refund request through H-E-Bs support system (Case #********), which was denied in under an hour. The denial directly contradicts H-E-Bs published return policy, which states that most items are eligible for refund within 90 days with proof of purchase. Nowhere in the policy does it require customers to physically return hazardous, perishable items. Expecting a customer to retain rotting meat is not only unreasonable but potentially dangerous.I replied immediately and followed up through H-E-Bs official channels requesting escalation and a written resolution. Despite multiple attempts and the clear documentation I provided, I have received no further response from any H-E-B representative or from corporate. Weeks have passed without acknowledgment, action, or refund.I am requesting the following:1.A full refund for the spoiled product.2.A formal explanation for the lack of response.3.Confirmation that this matter has been reviewed by corporate leadership.I have continued to send requests, but all have been ignored and no response has been provided.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 05/06/25 Check Out asked me to place my debit card in a 2nd time because the first time "it timed out" and did not take. Arrived at home and verified my online banking showed two pending charges and was told that one of the charges should drop.Both charges have since "firmed" and funds remain pulled. Contacted the manager at the store (#*** at **********************) and he refused to provide a refund. Claimed it would have to go thru my ************ as a disputed. It is now 4 days.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To Whom It May Concern at H-E-B Corporate and Store Management 183 & Breaker Location:Subject: Formal Complaint of Discriminatory Treatment, Verbal Harassment, and Gross Misconduct by H-E-B Employees I am writing, once again, to express my deep frustration and outrage regarding the continued mistreatment Ive experienced at your 183 & Breaker location. Unfortunately, this is not the first time Ive had to report blatant misconduct by your staffand to be honest, I am not at all surprised that Im having to do it again. That speaks volumes.On my recent visit, I came in with a cart full of dog food that had been purchased for my service animal by generous individuals in my community. Before even approaching the register, I took the proper steps of notifying a manager about the return, in full transparency, to avoid any misunderstanding. Yet somehow, despite my efforts, I was again met with open hostility, attitude, and discriminatory behavior from staff who are either poorly trained or emboldened by a toxic internal culture that seems to thrive on profiling and belittling certain customersespecially those who may appear to be homeless or ************** employee in particular, *******, approached the register with a visible attitude and an entourage behind her, as though she was preparing for confrontation from the moment she arrived. I have had previous interactions with *******, and her disdainful demeanor is not new. Her badge was turned backward (which in itself is a red flag), and rather than de-escalate or provide basic customer support, she antagonized the situation with a clear intent to cause a scene. She acted with contempt, belittling me in front of other customers in what I can only describe as targeted, class-based harassment.Let me be clear: I do not work for H-E-B. I spend my money in your store. I do not ask for friendship or kindness, but I demandand deservebasic human respect, something HEB employees are in shortage of!

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The nature of this complaint has to do with HEB Corporate and their 3rd party contractor **** and the failure to effectively communicate to a potential candidate for future employment. The company failed to advise me that they would be conducting a LIFE TIME BACK GROUND CHECK on my application, there for rescinding their CJO due to the fact that I did not disclose a speeding ticket from 1994 in **************. HEB also demanded that I submit a affidavit with the State Of Texas and Travis County state notary ID# declaring that I never held a out of state drivers license! Not only was this a further expense out of pocket, HEB robbed me of an opportunity to ask the appropriate questions in regard to a lifetime background check! I have receipts to further illustrate the out of cost expense with the notary public and the all the copies I have to make in regard to documents and a letter that I have sent to both **** and HEB! I interviewed with HEB on Wednesday January 29th 2025 for a "proposed" start date of Monday Feb 24th 2025! HEB rescinded their job offer on Wednesday March 5th 2025 at 10:48am CDT. In the letter, there is no name or position of title, it just says "HEB CAREERS." I have not received a response or reply from either **** or HEB and am seeking the help of the BBB to help me further investigate the situation. I can submit documents upon further request.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 April 18, 2025, I purchased a $200 Lululemon gift card from HEB (Transaction ID: ****************************************************. When I finally scratched the PIN area to reveal the security code on April 21, 2025, and attempted to use the card, I discovered it had no funds available.Upon contacting ********* customer service, I was informed that the card had already been redeemed on April 19, 2025two days before I had even scratched off the PIN code. This clearly indicates fraudulent activity, as the physical card remained unscratched in my possession during this timeframe.I reported this issue to HEB and spoke with Manager ******, who was unprofessional and dismissive. He refused to take any responsibility for selling what appears to be a compromised or counterfeit gift card through their store. This lack of accountability is unacceptable, especially when dealing with what appears to be fraudulent merchandise sold through their establishment.I have already reported this fraudulent transaction to my credit card company. I am seeking a full refund of the $200 purchase amount from HEB, who sold me this fraudulent gift card.

• Initial Complaint

  Date:04/26/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Complaint Against: H-E-B Grocery Company Order Number: HEB24205117135 I placed a delivery order through H-E-B on March 16, 2025, scheduled for delivery to ****************************************. I received an email receipt on March 22, 2025, indicating that the order was delivered. However, the order was never delivered to my address.I was home during the entire delivery window. No delivery was made, no doorbell was rung, no knock occurred, and no items were left at my door. I immediately attempted to contact H-E-B through customer service but have not been able to reach anyone or get assistance.The total value of the missing order is $263.87, paid using a combination of SNAP and ***** This situation is very upsetting, especially given the lack of communication or accountability. I acted in good faith by paying promptly and being present to receive the order, yet I have been left with no groceries and no refund.I am requesting a full refund of $263.87 to my original payment methods and a written confirmation that the refund has been processed. I expect better customer service from a company as reputable as H-E-B, and I hope this can be resolved promptly without further escalation.I have attached the delivery receipt and all relevant order details for reference.Thank you for your attention to this matter. I look forward to a quick and fair resolution.