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Business Profile

Grocery Store

H-E-B

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

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

Find a Location

H-E-B has 256 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 143 total complaints in the last 3 years.
    • 44 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:02/06/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 was advertising $15.99/lb on NY strip steak. When I got to the register, the price was $20.99/lb. I walked back with a manager and talked to the meat department. They pulled a new sign out from behind the counter for $20.99/lb. That's false advertising. Sure, it was a $6 difference and that won't bust my wallet. But businesses can't operate like this. That's illegal.

    • Initial Complaint

      Date:01/30/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Dear BBB I am writing this letter to complain about the confusion of HEB pharmacy prices, and the failure to dispense the medicines as prescribed, which caused me to demand compensation for the injuries caused by the wrong use according to the hospital's instructions.On 08/28/2022, I went to HEB pharmacy to get insulin according to the doctor's prescription. I also use as directed by my doctor:INSULIN REGULAR, HUMAN (TRADE NAME: HumuLIN R) O UNITS Prescription Printed SUBCUTANEOUS RX Inst: see admin criteria RX Cmt: FS <60 eat.FS ******* 2 units ******* 4 units ******* 6 units 301 - 350 8 units ******* 10 units >401 12 units and repeat in 1 h BEFORE MEALS AND AT BEDTIME Next ******** hospital gave the use of short-acting insulin Evidence pictures have been uploaded.But two weeks later, when I went to see my personal doctor, the doctor told me that the long-acting insulin I got at the HEB pharmacy only needs to be injected once every morning in different doses. And I mistakenly injected long-acting insulin with short-acting insulin for two weeks because of HEB pharmacy changing drugs without notifying me, which caused serious harm to my health, including blood spots on the skin of my body, dizziness, low Serious health problems such as blood sugar.My doctor also didn't put me on the brand of insulin that HEB pharmacy put me on, due to outdated medication. Two weeks later I bought a new drug from ****** wholesale.Another problem is that I picked up the device through insurance and found that the same 200 ct Pentips was $16 more expensive than buying it directly in the store. It should be cheaper to pick up the medicine with medical insurance.Afterwards, I personally practiced the pharmacy many times to request a return but was rejected. After I applied for a credit card dispute, HEB pharmacy only compensated the $50 shopping card, but my total expenditure was ****** dollars For HEB pharmacy's dereliction of duty, I hope to get a fair solution, at least a full refund.*****************

    • Initial Complaint

      Date:01/23/2023

      Type:Delivery 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.
      I am blind and have to find someone to drive me to the store. Saturday Jan 21 I ordered from heb in ************ **. They use a subcontractor Instacart to delivery food. I never got mine I didn't have food in the house and can't get a ride till Monday now.The driver never delivered my food and now I can't rat. I waited all day and nothing. I even left my door open and never saw a car go by. I asked my neighbors and no they don't have my groceries. She was to lazy to call to see if she had the right house. I think she just kept the ********* a widow of a service member that committed suicide from serving overseas in **** and blind. I get treated badly for that. I am moving my prescription from HEB.i can't trust them anymore

      Business Response

      Date: 01/24/2023

      Customer was serviced by our Ecomm Support Team on 1/23/23. Case # 01099478. "Customer has been advised to contact InstaCart, their photo attachments show they ordered through InstaCart. In their original inquiry the customer admits to not wanting to wait for a refund which caused them to receive only a $10 credit from InstaCart." 

    • Initial Complaint

      Date:01/17/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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 utilized your online delivery option numerous times and continue receiving poor customer experience, specifically items of stock, food/items packaged poorly, missing items. This seems to occur with every order. Most recently Order #HEB18120571647.I need to know if this can be corrected or if this will be the type of service that can be expected. I believe I reached out prior however never assisted. Please do not contact me by phone but by email.

      Business Response

      Date: 01/18/2023

      This concern was shared with our eCommerce to for review and follow up.

       

      Customer Answer

      Date: 01/24/2023

      Complaint: 18822007

      I am rejecting this response because:No one has contacted me

      Regards,

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

    • Initial Complaint

      Date:01/05/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 Jan. 1, the food we ordered from HEB was delivered. The shopper did not follow the delivery instructions. The shopper did not let us know the food had arrived. The food sat outside for over 2 hours. I emailed HEB about it that night. I also called HEB the next day and spoke to a lady. The lady said a manager from the store would contact me. No one ever called. I called HEB again around 7 a.m. on Jan. 5 about the situation. She said she would speak to a manager about it. We would like a refund, as we ended up reordering groceries.

    • Initial Complaint

      Date:01/04/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      A gift card was purchased at HEB for $100 on 12/2/2022. It was a gift from an employer. I received the card 12/6/2022. I went to use it on 12/10/2022. I was told it had a zero balance. I showed the receipt and was told it was used at Kroger for the whole $100. The same thing happened to another employee I work with. When I call the number on the gift card the first time it took a long time and then went to someone that couldn't speak very good English. Since then I have called numerous times and spent hours on hold and never got through to an agent. The gift card company seems to be a scam.

    • Initial Complaint

      Date:01/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 quit going to the HEB over a year ago due to issues with their delivery service. I'm the disabled war vet no legs my hands don't work I can't go so I have to use a delivery system. Saw you shipped ship did great up until they went to another company and started messing orders. I tried HB again on delivery I asked for 5/4 packs of Mexican glass coke they sent me 5-4 packs of cane cokes I cannot stand king cokes so I'm stuck with five four packs I didn't want are not 4 packs but I guess they're 10 packs. I want my money back and don't worry after this I won't be using your delivery service or your stores and I will be letting everybody else in the military veterans disabled veterans senior citizens and disabled Americans know just how bad HB is. Shame **** is not there anymore because he could handle my issues.I also tried talking to the store to ****** who was in charge of these orders and to be honest he was not well he was borderline rude because he was covering his *** to protect the company and if this is the way it should be thanks of military disabled war veterans senior citizens they're gonna lose a lot of customers. Now I need an apology from ****** and HB as well as the refund

    • Initial Complaint

      Date:01/03/2023

      Type:Customer Service 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.
      I am disabled, so I have to order delivery. I do not have a car and cannot drive. I have been ordering from HEB for almost a year, and I get my groceries delivered. I had a tough time getting the account set up due to their system issues. My live-in nurse always helps me place my order, and on this last order, dated: 12/17/2022 HEB canceled the order. I called the store and they asked me to call the corp number. I called the 17th and spoke with **** who indicated the system canceled it and to try and place it again with no "add-ons" and I tried that same day and the same thing happened. HEB's system was doing the same thing it did when I first set up my account. It doesn't charge my credit card, it says not authorized. I called 3 more times and said it was declined due to fraud, and I take that VERY seriously because I have never done fraud to HEB or anyone else. On my last call, I asked the young lady to transfer me to a supervisor, and she transferred me to another young ******** lady who was extremely rude and was NOT a supervisor. She spoke over me and said ma'am repeatedly when I spoke loudly to shut me up. I tried to explain what was happening, and she said she talked to the tech department, and nothing could be done. When I told her I would file with the BBB and call the attorney general because this is the mistreatment of the elderly and handicapped, she said she would escalate and call me back. My Christmas dinner order was canceled with HEB. I had to pay 65$ more to order with Instacart, and I can't afford that. HEB customer service at the corporate level is atrocious, and they do not care that I need assistance and rely on this delivery service. I am a ***** native, and they say they stand for ***** but clearly, they do not. They need to FIX my account and contact me because I need to order groceries asap.

      Business Response

      Date: 05/18/2023

      Appears that this was handled by our Ecomm team and finally resolved 3/8/23.Customer spoke to *******: Customers account is now in the clear. I followed up with her and let her know the hold was removed and asked that she log out and log back in before trying to place orders again. Advised she call back should issue continue.

    • Initial Complaint

      Date:12/19/2022

      Type:Customer Service 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 November 30, ********************** the checkout line. A woman came behind me, I pointed to the line beside her and said you wont have to wait in that lane. The next thing I hear is someone say, you dont have a right to tell someone where to go. At first I dont pay attention to that voice because I wasnt speaking to anyone but her. I realize that person is speaking to me. I look over to see a young man whos bagging groceries. I say to this young man I was just trying to help her and he says to me its not up to you to help her. I think its important to point out, at this point that I have never spoken to this young man. I have only been speaking to the woman behind me, and he interrupted my conversation with her to berate me. After a few moments of him continuing to berate me, I say to him shut the * up I was just trying to help this woman. He then storms off to the office. I continue to check out my order and I walk back to the office to apologize. He (******) was enraged and told me to get out of the store, I was banned. The young man contacted my job the next day, in an effort to get me fired, with Heb approval! Asmall backstory, I think is relevant. Not only do I live in the neighborhood and shopped there the last 7 years but Im also a shopper. Meaning, I grocery shop for people and Ive been into that store **** times in the last 2 1/2 years. I developed friendship with many of the staff and with the Director of that Heb, whose name is *********. I learned about her fathers illness, her fathers death, looked at pics of her grandchildren and learned a little about her life. I would buy her and the management, ********** free of charge . I provided desserts 2-3 times a month to all the employees at this HEB, because I believed they deserved to be appreciated. . I am banned going in 3 weeks and VP of that region, whose name is **** has not spoken to me since calling me after I filled a complaint on December 5,2022. This has been horrible

      Business Response

      Date: 12/19/2022

      Thank you for taking time to reach out and share your experience. I am sorryto hear about this experience and we will have someone reaching out to you to discuss.

      Thank you,

      H-E-B Customer Relations

      Customer Answer

      Date: 12/22/2022

      Complaint: 18610554

      I am rejecting this response because:

      The regional vice President ******  spoke to me on December 5 and said he would call me back with some type of resolution. I have never heard back from Heb since December 5. They also have not contacted me through this portal. I am trying not to escalate this into a court matter. It appears like HEB ******* their employees, taking no responsibility for their service managers, aggressive verbal tone, which also included contacting my employer, which is way out of the scope of normal behavior. 
      How long am I banned ? Why doesnt any one see how horrible I have been treated.. Why? 

      Regards,

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

    • Initial Complaint

      Date:12/14/2022

      Type:Customer Service 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.
      On 12/5/22 I visited ****** at **** *********. HT *****. The $1.00 off coupon did not appear on my receipt. After returning home I also noticed one of the items I paid for was missing from my bag.I went online on 12/7/22 and made a complaint. I rec'd an immediate response stating someone would get in touch with me within 1 to 2 days. I waited. So today I called **************. ****** sent me to ****. I repeated FOUR times the problem. Twenty minutes later **** suggested I go online to provide my information so that digital coupons could be utilized. I explained to him that my info is already in my acct. , i.e. my phone number and my e-mail acct, hence I was able to load the coupon while inside the store. He then informed me that he would have to transfer me to another department in order to address the missing paid for!! merchandise. I hung up.I called back and spoke with ******. She informed me that ******* had rec'd my online complaint on 12/7/22. I informed ****** that ******* NEVER!!! contacted me. She then told me to call ************. I believe I was given the run around by employees of H.E.B. I have no trust that they have good intentions.

      Customer Answer

      Date: 01/20/2023

      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.

      Today during a routine shopping visit I met Mgr. **** at the ****** in Gulfgate here in *******, *****.  I explained to him the nonresponse to my complaint.  He informed me that he never received it.

      However, he did provide me with a free package of the tamales.

      So, ****** made it ok.



      Regards,

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

    H-E-B is NOT a BBB Accredited Business.

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