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.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/07/2022

  Type:Customer Service 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.

  September 7th, 2022, 8am wanting to check the status of my prescription. My doctor had sent it over to the Pharmacy the week prior. The tech answered the phone the first time and I was explaining that I had not had my medication in a bit and needed a update on when it would be ready, which I got the response of that they were needing a pre authorization from my doctor and had not heard back yet from my doctor and that I needed to call my doctor since they were a high volume pharmacy and could not do so. Instead of answering my question they put me on hold and after about 3 min someone comes back on the phone which I again try to figure out why no one had called me about my medication or let me know when I had came to pick up my other medication from the same pharmacy a few days prior that the same doctor sent in on the same day, that they had sent the one I was trying to figure the status on. They hung up on me, for which I called back again this time beyond frustrated and asked why they kept hanging up on me and why no one called to inform that I needed to call my doctor, and if they were a 'dumbass' because how was I supposed to know that I needed to call my doctor. They hung up on me this time I understood but I decided that I needed to talk to someone else so I called HEB Leander and ask to speak to the manager, ******** was helpful and understood my frustration because by this point I was on the phone with my doctor for which they explained the pharmacy normally calls for these ask and put me on hold to call the pharmacy. I went up to the window which I was ignored for a min, then ****** came over I told her I needed to speak to a manager, ***** came over and I start explaining what my doctor said which *********** off and ask if I am '*****' and says that she wont help me if I cuss at her and i explain Im just trying to pick up my medication. She walks off on me and continues to talk about to the tech and ignores me and the explains she is calling the manager.

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 contacted HEB over a year and a half ago concerning my inability of not being able to use the digital coupon feature at checkout in the store. HEB has an incorrect phone number for me of *********** instead of ***********. I havd sent HEB photos of the response that I get from the system stating my phone nu.ber is not recognized. The system will not allow me to create a new account. I again contacted HEB **************** by phone on 3/16/22 and many dates since then and spoke with ********* who referred me to a Supervisor, ****** who offered me a gift card for my problems. I never received a gift card. I sent many emails to HEB at their ********************************************* email address in which I asked them for assistance and to call me. On 5/24/22 I sent an email to several Corporate employees, ******************* **************** VP, ********************* VP of Shopping, ***************************, ****************, *********, ****************, ******* ***** ****************, and ******************** ****************. I have not received a call or an email from HEB in response to my email that was sent on 5/24/22. I have left messages but no one returns the call even though I still shop at HEB.

  Business Response

  Date: 09/16/2022

  Ms. ****,

   

  Our notes indicate you have spoken to ****** on our eComm team for assistance. If you are still experiencing issues please give us a call at **************.

   

  Thank you,

  ***********;

  Customer Answer

  Date: 09/28/2022

  Complaint: 17811190
  
  I am rejecting this response because:

   

  The response from BBB on my complaint is not resolved. Their response states that I spoke with ****** on their team. You will note that their response did not give a recent date that I spoke with ****** concerning the complaint. I spoke with ****** more than 5 months ago and my repeated  phone calls and emails have not been returned which has cost me $$$ by not being able to use the digital coupon feature at HEB because of an incorrect phone number they will not have their team to correct. ****** also told me she would send me a gift card that I never received.

   

  You can also give HEB my email address to contact me.

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

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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.

  On August 29, 2022, after ******************** prescribed some medication to be sent to the HEB Pharmacy on ********************************************************************** location; I waited three and a half hours before arriving at the pharmacy. I asked the reception person at the pharmacy (2:58 pm - 8/29/2022) if the prescription had been sent. She notified me that it had, but they had to mix it and that my ******** or UHC insurance did not cover this medication. I would have to pay the estimated $30-40 cost. The medication would be ready in 15 minutes. I came back after twenty minutes and there were four other customers to be served, so I waited with my groceries in the cart. After all of the others were taken cared of, the front desk personnel left without acknowledging my existence in the waiting area. I thought that I would be notified if the medicine was ready, but nobody paid attention to me in the waiting area. After 50 minutes of waiting, I finally got up and one of the pharmacy's agents ask if I needed anything. Didn't remember me from earlier, so I had to give my personal information again. She looked at the monitor and stated that the prescription was sent in, but that one of the ingredients in the solution was unavailable and it couldn't be filled out. After getting the ingredient to complete the solution, they would contact me the next day (8/30/2022). WHY WASN'T I NOTIFIED EARLIER, instead of sitting and waiting in pain from the sores in my mouth? The prescription is called 'Magic Mouthwash' for oral healing. After stating this to me, the front desk clerk just nonchalantly stated, "Sorry you had to wait...we will pick up the (lis..........) and contact you so you can pick it up." Unbelievable customer service orientation.

• Initial Complaint

  Date:08/26/2022

  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 picked up a curbside order as of today, I get home and had some damaged packages. I called the **** # and was told a manager from the store would call...that did not happen. ****** who is a service leader called and claimed I was a liar and hung up on me. So what I was driving down the road and I just opened frozen food bags as I was driving so I couldn't feed my kids. Then to be called a liar and hung up on. This is NOT customer service. This is not someone who should be in the business of talking with customers. Do better HEB. And definitely have a talk with ****** the service leader.

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 Friday, Aug 12th, 3:16 AM I ordered 150 dollars worth of groceries from H-E-B location at ****************************************************************. Completed under order #HEB16282612076. Picked up at on Aug, 12th, 11:43 AM. On Saturday I was charged a second time for a total of 294 dollars. This NOT an adjustment, and this is NOT how this is supposed to work. Upon reaching out to HEB I was told it was a pending charge due to adjustment and that it would correct itself. It is now the following Thursday, the 18th of August and I have still yet to receive my refund, for funds H-E-B was never authorized to take. Every time except once the employees have been rude and dismissive. As if I am an inconvenience for having my money taken from me without permission and as if double charging for a grocery order is standard practice. One employee was apologetic and admitted this is not typical saying she has never seen this happen. This should have never happened in the first place and it shouldn't take a week to resolve. Nor should a company feel comfortable treating a customer like this because of a mistake they are responsible for. It didn't take four days for them to take the money they are owed, nor did it take 4 days for it to be finalized. What is the deal? H-E-B is now, after 4 business days blaming the bank. I have no issues with the bank. They were polite, apologetic and offered a resolution of H-E-B does not follow through.

  Business Response

  Date: 09/16/2022

  This experience was shared with our eCommerce leaders to follow up with **************.

  Customer Answer

  Date: 09/21/2022

  Complaint: 17735507
  
  I am rejecting this response because:
  
  Regards,
  
  *******************
  
  The business has not to my knowledge  attempted to contact me to follow up.

• Initial Complaint

  Date:08/15/2022

  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.

  I used the curbside delivery feature. My delivery was late and half of my groceries were missing. I called and was on hold for 30 minutes. I went to the store and received no help from the young assistant manager that was left alone. The next morning I returned and gave a complete list of what was missing. I was also given a number to make a complaint but it was not a complaint line. When I called the store back I was told my groceries would be resent but no refund would be issued. I initially did ok until I was told I would have to make another order because I had a missing item that contained alcohol. When I expressed my frustration I was told they would just issue me a refund instead. No groceries just a refund for my missing items. The woman did not care to listen to my complaints or my concerns she just rushed me off the phone with a terrible tone. I was told her name was ****** but she said it was *****. She works in curbside but would not give her last name or other information. I asked her about customer service and inconvenience and she responded with, there is a process and there's nothing else she could do before ******* me off the phone.

• Initial Complaint

  Date:08/03/2022

  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.

  This ecommerce employee *********************** has made sure that I *************************** can not get HEB delivery to my address regardless who makes an account. I have 8 tennents in the building and I had rented out to 2 others a man and a women that were both elder and disabled she obused both of them verballyon the phone and did not want to help them and canceled there account. They moved away from the address. Now she comes after me after 5 months of shopping because she connects my account to theirs and is trying to fake like a professional but again she is a horrible human to deal with talks fast and always ready to hang up. Instead of letting us shop she is enjoying telling us we can't get delivery also. I hope she gets the same treatment from an unknown stranger and has to struggle to retain a job and gets fired eventually so she learns not to abuse the elder and I feel I'm going see this storey on ** as people like that get what they deserve and people like us that rent out places to the poor and buy them grocerys when we get to thus point of hoping these things that is not in our nature it does happen because us an ignorant person.I am going write to the ** media and file against her and eventually *** her personally in court and take her through the long legal process. You will get terminated eventually if nothing more for the unethical way you did all of us.

• Initial Complaint

  Date:07/29/2022

  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.

  I contacted the customer service about an issue with a molded item. I explained that the cherries were molded in the center and that anted a refund the customer service rep told me that someone from the store would reach out to me. I called 2 weeks later and got the same response calling back again a week later. I spoke to a rep. *** ***** stated she would send a gift card out. She never did then I called again spoke to a supervisor and I told her I was going to ***** for work for 2 weeks and that I would be back at the end of July. Still no gift card I called in today and they sent it to the wrong address. This is I acceptable and needs to be resolved I was promised a 30 dollar gift card for all the issues and some coupons.

• Initial Complaint

  Date:07/26/2022

  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.

  I purchased 3 ********** gift cards ($100/each) from HEB, one of the ** was found to be empty. Contacted the store several times, it was not resolved.

• Initial Complaint

  Date:07/14/2022

  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 recently visited an heb with a friend who is essentially my caretaker, I'm on disability and willing to prove it. I need help shopping and getting what I need. I visited an heb recently and while attempting to use self checkout, we were kicked from line because since both our items were in one basket, we would take twice as long and could not be in line. I explained to the rep there were two separate check outs but I was still kicked out of line. I used some inappropriate words, left, and got into the 15 or less line because neither of us had 10 items (stop we shouldn't have been kicked from self service). As I was paying for my order after my caretaker paid for his, I was flagged down by 3 managers and the employee who kicked me out of line, being upset at the language I used. I explained to them this... If someone gets rude with me I'm going to get rude back. I don't see levels of rudeness to abide by. You say same stuff to me sand I'm going to say some stuff back. Period. I had 3 managers flag me and detain me over what I said. They had no interest in me being kicked out of line or anything else. Only that I replied to their cashier and threats of what would happen if it happened again. They threatened me. I just walked away. I didn't report the matter first, upon being kicked from line, because I know from having worked at HEB exactly how complaints are handled. You stick up for yourselves and deny customer concerns. So I took matters into my own hand. I didn't deserve how I was treated by the cashier or being held back by *3* employees when it when it could have been handled with 1.