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:05/11/2023

  Type:Delivery 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.

  HEB has now twice in a row marked my online orders as delivered and they never were. Nothing there, and I have gone hungry now twice because they pretend to fulfill my orders and don't deliver. In the past there have also been missing items that I was charged for and items marked as out of stock that should always be in stock, basics like milk, juice and meat. I don't have a car and have no way of picking up these orders. Again, 2 weeks in a row, I have missed meals and gone to bed hungry because of missing dinner and waking up to no breakfast. They have also refused to deliver pet supplies, which I consider animal abuse. Full compensation demanded. This is abusive and illegal.

  Business Response

  Date: 05/18/2023

  H-E-B Ecomm team has updated case regarding this matter with the following email sent to the customer on 5/12/23.

  Dear *******,
  
  RE: Case Number 01475176
  
  Thank you for contacting us regarding your recent shopping experience. I apologize for the difficulties you have experienced.
  
  The store that delivered your order Clear Lake Marketplace H-E-B has attempted to contact you.  Please contact ********** Marketplace H-E-B at ************** or ** at **************. We can not take any further action until we are able to speak with you directly.
  
  You are a valued H-E-B Customer, and we strive to deliver the best shopping experience for you. 
   
  If you have any questions, please contact ** at **************, Monday-Sunday 8am-8pm. 
  

• Initial Complaint

  Date:05/09/2023

  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.

  Date of Transaction : 05/05/2023 Amount of Money paid : $13.99 Type of Service : Car Wash Nature of Dispute: My front passenger side windshield wiper and rear windshield wiper are damaged during the car wash. HEB emergency department took the pictures and got my contact number. The agent told me HEB will reimburse me after i come back with the repair invoice. I went back to HEB today with my invoice and the HEB field manager, ****** is handling this case for me. He told me HEB won't reimburse it because the wipers are on during the carwash. He gave me a risk solution department number to call to and they will handle it from there. I tried to call the risk solution for 30 minutes and nobody is picking up, i called back to HEB again and looking for ******, first time he told me he can help me look for the email of risk solution department and it got disconnected so i called back again and it got disconnected again. My front windshield wipers are in automatic mode and the back windshield wiper is always in the off mode. It costs me time and money to repair the wipers and HEB refuse to pay it and put me in the limbo. The HEB car wash doesn't have the instruction that you have to turn off your wipers at all time . I hope HEB will just reimburse my repair and if they still refuse , please provide me the footage of the carwash process. Thank you.

  Business Response

  Date: 05/18/2023

  Reached out to the customer and verified they were on the correct path to a resolution. Since customer is requesting settlement upwards of $800 it will need to be handled by our risk department. The store had finished completing and incident report and customer was waiting to hear from risk. I let her know she can call customer relations if she does not hear back from risk so we can escalate it on their team. However risk will need to handle this concern. 

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising 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.

  Description: H.E.B. charges a hidden fee for their free curbside of 3%. nowhere on their website or terms and conditions do they mention this 3%. they owe me and thousands of FREE CURBSIDE shoppers a 3% refund for this deceptive practice.

  Business Response

  Date: 05/18/2023

  Customer has spoke to Customer Relations on 5/11/23, filed an online complaint on 5/15/23, and spoke to someone in our Ecommerce call center on 5/3/23. All feedback has been documented and given to H-E-B Leadership on the clarity of the FAQs which currently state: Curbside and delivery orders may include fees to help our team support these services. These fees may vary based on location, service time, or special promotions.
  If your order is subject to a fee, it will be shown on your checkout page before you submit your order. Note that online prices may vary from ads or in-store prices. Delivery orders also suggest a tip for your driver, which you can review and adjust at checkout. ************************************************************************************************************************************;

  Customer Answer

  Date: 05/19/2023

  Complaint: 20014032
  
  I am rejecting this response because: HEB is are obviously trying to hide the 4% they are charging. 

  HEB's disclaimer "Online and in-store prices may vary.Your estimated total may change to reflect substitutions and final item weights."

  This is deceptive. It leads you to believe that the weight is what may cause the price to vary. nowhere does it say prices are 3 to 4% higher.

  I love HEB and I will continue to shop FREE CURBSIDE now knowing that is not as free as I thought.

  They should put this markup as what it is a fee to cover the cost of the shoppers. They should call it a shopping fee, but let people know. advertising FREE CURBSIDE is deceptive. 

  I'm not alone check the web many people did not know among them are my friends and family who were all supprised when I told the about the 4% difference. We all feel like HEB stoled from us. We all agreed we probable would have paid the 4% markup but they shoud have made it much clearer. 

  If I asked people picking up at HEB FREE CURBSIDE if the new they were paying 3or 4% more than inside I bet more than 75% would not Know about it.

  HEB does so much right they need to do the right thing here. 

  'Oh what a tangled web we weave when first we practice to deceive'.*******, ************************ 1808.

  Regards,
  
  *************************

  Business Response

  Date: 06/08/2023

  Taking this feedback and providing to leadership. Thank you!

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  My partner went to the HEB at ********************************************************************* on 04-07-23 at 3:34 PM to cash an employers check in the amount of $1,317.42. She was handed the exact cash directly from the cash till and left. Then on 04-08-23 I went to deposit the cash into my bank and (1) $100 bill wasnt accepted due to being fraudulent. I immediately called the HEB store and was advised by a young girl that they could possibly watch the video footage to confirm that the fraudulent bill was given to ** then. I went to the store today, 04-10-23 and was told by the manager (middle aged male with dark features and facial hair) that there was nothing he could do. That they could not check the video footage due to them not being clear. He also stated that the money given is pulled from the vault, not the till, which was false based on what happened. I asked for the bill to be checked while I was there and he said that the bill would have to be shipped out for testing, despite him telling me that all the cash is checked by a computer to prevent fraudulent bills. I finally convinced him to have the service attendant check it with a marker and it immediately turned bright yellow. The manager asked the attendant if it was supposed to be that color and he replied no and that it should be black. I was once again told there was nothing they could do. I asked how to escalate it and was given the incorrect departments number of ************* and was then transferred to a man who I repeated my encounter to. He advised there was most likely nothing they could do but they could contact me if there was indeed a resolution they could provide. I am livid that I am now out $100 due to the incompetence of one person who failed to do their job. I should not be penalized for something that is no fault of my own. This is illegal to be given fraudulent money and should be escalated and dealt with.

  Business Response

  Date: 05/04/2023

  Forwarded concern to our ********************* Department so they can verify money handling processes are being done correctly at the ********** store. Unfortunately there is no way we can verify the bill came from our till so the store would not be able to replace bill. I do want to clarify that the money in the till goes through a process before entering the till to catch fraudulent bills. Pulling from the vault is not a normal practice for the said amount. 

• Initial Complaint

  Date:04/05/2023

  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.

  I would like to share a terrible experience that I had experienced twice from the same employee at the First Colony HEB. This is regarding employee **** at the ( sample/food station). ****'s attitude has always been not welcoming. She always has a frown on her face that you can see from far before approaching the food sampling station. On one incident last month we stand there ( 2 adults and 2 kids) and she offers samples to 3 of us and ignores the last one.. then the first child really enjoys the sample and asks for another sample and she rudely yells at him from the microphone ( No.. you can only get one..! ) which brings a shock to this poor 4 year old and every other adult standing at the station. We thought may be it was a bad day and ignored the incident.But then second incident happened 4/3 in the afternoon as we walk by the station.. she simply ignores us and continue to chat with 2 other co-workers despite looking at us.. then she says.. It will be another 15 minutes .. but as we approach the station to take a napkin.. she yells at us as say loudly " You can not take anything from my station including napkins without my permission.. you need to ask me first.." Keeping in mind that neither this is a sterile area nor samples being served at that time..so we were just shocked at her behavior and childish attitude and simply put back the napkin! In addition when I was visiting friends we were sharing the experience and they simply said .. "oh was it ****?...we usually just skip the sample station when she is standing there..!"I therefore would like the corporate office to address the behavior of this employee that had put unnecessary distress and embarrassment to not just us as adults but a 4 year old. And I do not believe HEB attitude in general is bad by any means as we love our shopping experience at the local store. Kindly keep me updated with the outcome Thanks

  Business Response

  Date: 05/02/2023

  Our top store leader received this comment and spoke to the customer. If you have any further questions please contact our Customer Relations team at **************. Thank you

  Customer Answer

  Date: 05/02/2023

  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:04/03/2023

  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.

  I have done nothing but waste my time trying to contact HEB pharmacy. 1st call was 25 minutes plus until I discontinued the call. Phone rang then looped back around after a recording tells me "my call is important", never reaching an actual person or help. 2nd call later in the afternoon rings until it is picked up and after a lot of disturbing noise, is hung up. This is unnecessary and is causing me quite a lot of frustration as I encountered a problem with their notifications and failure to do so making me have to go all the way into the store pharmacy just to be told that 1)they did not have my medication in stock & wouldn't be receiving a shipment until another day then 2)they wouldn't be able to fill my prescription until another day because it was too early & they wouldn't receive meds until after 5 pm. I gained a headache and a waste of time while they got a customer into the ********************** which means there's a good chance that money would be spent on other merchandise. This is unacceptable. Thank you

• Initial Complaint

  Date:03/23/2023

  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.

  I dropped off quite a few prescriptions to the HEB pharmacy in ******* ***** on March 6th 2023 and one of my prescriptions seem to be missing they never filled it I've been waiting about 2 weeks now it is now Wednesday March 22nd 2023 I contacted them and they continue to try and make it seem like I never brought the prescription they keep telling me that they will contact my doctor instead of doing research as to where a missing prescription is I continue to tell them that my doctor does not do verbal electronic or facts prescriptions only handwritten and they continue to ignore me I asked for a manager/supervisor somebody got on the phone was talking to me come to find out they were impersonating that manager/supervisor because that was not their title I asked him why would you even get on the phone if that was the case and she said she was just handed the phone so there's a lot of inconsistencies in this pharmacy and I'm not okay with it my prescription has got missing there's a pharmacist pretending to be a manager and an employee that just handed off a phone to a pharmacist so they didn't have to deal with a customer and while all of this is going on there telling me that I didn't bring in the prescription that I did bring in.

• Initial Complaint

  Date:03/22/2023

  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.

  On January 29th, 2023, I was trying to buy a $50 gift card from H-E-B #*** at ******************************. I used one of the self-checkout lines, scanned the card and put my Discover card on. However, the transaction did not go through, and shows activation failed. I called the attendant. The store manager, his name is ****, came and checked what was going wrong. He found out the point of sale is freezing he had to force restart it. He took the gift card and error receipt, went to another register to check if I was charged. He came back to tell me I was NOT charged so I took my gift card to another register and checked out with another credit card. It went through, and he left notes on the receipt printed this time. I did not make a successful transaction with Discover, nor get the gift card activated. The information I wrote above can be verified with video surveillance.

  Customer Answer

  Date: 04/03/2023

  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.

  I've solved this with the store manager and I'm satisfied with the result. Thank you! 

  
  
  Regards,
  
  Fangda Lu

• Initial Complaint

  Date:03/14/2023

  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.

  I placed an order for pickup with Central Market on 3/9/2023 and picked it up on 3/10/2023 at the ********* location. The pickup process was smooth and the associate who brought out my order provided superior customer service. However, once I got home and open the watermelon I discovered it was spoiled. This prompted me to check all of it and to my surprise, all 4 containers of fruit were spoiled as was the chicken salad. I attempted to call the store at the number provided but was unable to get through. Generally, I would have gone back but i'm currently on crutches and just did not feel like it.Order#*******

• Initial Complaint

  Date:02/14/2023

  Type:Product 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 frequenting this HEB for the better part of two years. on 8 separate occasions including today I have been sold spoiled produce (mostly strawberries) that have obvious mold on them. The box I was sold today the entire box was rotten. twice my daughter has been sent home from school vomiting and people in my house have gotten food poisoning after eating HEB berries. strawberries (organic) have been the usually culprit but i have also been sold spoiled blueberries and black berries. Today, I switched the strawberries to the non-organic HEB brand figuring the organics may just be going bad faster, and again today my strawberries are rotten. This is only happening when I am picking up groceries HEB is packing for me for curbside pickup. There have also been 4 occasions where the person bringing my groceries out to the car has observed rotten fruit (twice organic apples, and twice organic strawberries) always HEB brand and has brought me new berries that werent rotten. please educate your pickers and stop selling rotten produce it is making children sick.

  Business Response

  Date: 03/01/2023

  ****** on our CR team has filed and will be reaching out to the customer to assist and collect information.