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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

    • 144 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/30/2025

      Type:Product 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.
      Someone used my checking account at this ********************** without my card to take over 1000. (Which is my entire social security check) I contacted them they said they can't do anything about it. I live in ******* and have never been to *****.

    • Initial Complaint

      Date:01/17/2025

      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.
      Made my electric bill payment at customer service, then my electricity was suspended, and after calling the service provider they explained the the never received my payment, I call HEB and they said the clerk had made the payment to the wrong company and that they would refund me once there corporate office would authorize it in two weeks, I has been two weeks now and I called the today and they don't have an exact day for the reimbursement, I had to make two payment so I could get my service reconnected, so why do I have to wait when this was there mistake!!!!!

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair 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 December 28th, 2024 My wife and I went to the store to get some meat for a Barbeque. My wife went into the store alone with our 1 year old son. Because the store was busy and the lines were extremely long she went through the self check out line. She needed help and got help from an associate because the products she was purchasing was heavy. My wife was helped by a store clerk, thought she paid and then left.Apparently there was a problem with the self check out transation and it didn't go through or register or whatever. She left the store. No one told her the transaction didn't go through. We shopped there a few days before and since with no problem.When she went there today somone named ***** approached her and accused her of stealing. She adivsed him that shes never stolen anything and if there was a mistake she could rectify the situation. He told her she needed to shop elsewhere.I called the store manager today to compain at about 3:30 PM. I cant remeber his name but he told me everyone that steals says it's an honest mistake. I advised him we spent hundreds of dollars there a few days before and just made a purchase yesterday. He said that they choose to have a 0 tolerance policy and that it doesnt matter if its a mistake or not. I asked for the regional managers information and a call from him and I was refused being told that the regional manager doesnt call customers. I've heard of this problem at ******* with self check out issues but I never expected this from HEB or to be treated this way by their staff.

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair 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 the date 11/21-someone made purchases at HEB#*** using my card and pin. I called the bank and filed a claim of fraud. They gave me my money back but then took it back because the merchant said the charges carne from the card being used inside the store. I even got proof from my job authenticating that I was at work without leaving at the times these purchases were made.

    • Initial Complaint

      Date:12/13/2024

      Type:Product 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.
      HELLO. I WAS AT HEB AND 2 PRODUCTS I PURCHASED WERE IN QUESTION FIRST IS A 25.6 OZ BAG OF HEB INSTANT NONFAT DRY MILK.HEB IS TAKING ADVANTAGE OF CONSUMERS BY FALSE ADVERTISING THIS MILK AS MAKING QUOTE (ABOUT) 8 QUARTS OR 2 GALLONS. THIS IS A FLAT OUT LIE OK ABOUT 8 QUARTS WOULD ASSUME PERHAPS 7.5 AT THE LEAST. AFTER MEASURING THE POWDER ACCORDING TO THERE INSTRUCTIONS IGOT 5 CUPS. THIS EQUALS 4 QUARTS I CUP. FAR FROM 8 QTS. THEY LIE PLEASE EXPOSE THIS LIE. ALSO THEY DECIEVE PEOPLEBY PUTTING THERE YELLOW ORANGES IN A BAG WITH ORANGE NETTING TO DECIEVE PEOPLINTO THINKING THEY ARE BUYING NICE ORANGE COLORED ORANGES. DO YOU SEE HOW THEY ARE TAKING PEOPLES MONEY ON A LIE. PLEASE EXPOSE THERE DIRTY TRICKS AND MAKE THIS WORLD A BETTER PLACE. THANK YOU VERY MUCH ******* .

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair 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 Account Support Team, I am writing to bring to your attention an issue regarding repeated double charges for delivery fees on my orders throughout 2024. Upon reviewing my receipts and payment history, I have noticed that the $7.95 delivery fee, which is already included in the total order cost (e.g., $198), is being charged a second time at checkout. To illustrate, on one of my recent orders, the total charge included $7.95 for delivery, but I was additionally charged another $7.95 as a separate fee when processing my payment. After reviewing my records, I found this same issue occurred with all of my orders this year. Given this recurring problem, I am requesting a refund for the duplicate delivery charges for each order I have placed in 2024. Based on my calculations, this totals [$7.95 26= $206.70]. I have attached screenshots and records for your reference. Please investigate this matter and issue a refund at your earliest convenience. I do not appreciate canned responses from your digital team. Thank you for your prompt attention to this matter. I look forward to your response and resolution. Sincerely, ******** ********* Phone ************ Email: *********************

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair 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 September 23, 2024, between 10:30 AM and 3:00 PM, my vehicle was damaged by an HEB shopping basket that rolled from under the loading dock near the store's southwest feeder road entrance.** With cars entering behind me, I did not stop, take pictures nor call a manger to view.**HEB manager ******* requested three repair estimates, which I provided. He committed to reviewing security footage and contacting me with the results.****Despite numerous attempts to follow up, including in-person visits, phone calls, and online case submissions, I have received no communication or resolution from HEB.****As a loyal customer of 30 years, I expect a timely and fair resolution to this matter. I kindly request that HEB address my claim, whether by approving the repairs, denying the claim, or providing an alternative solution.**

    • Initial Complaint

      Date:10/25/2024

      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 placed an HEB grocery delivery order on 8//6/2024. This was my first time using HEBs delivery service. I was home all day and later that day I got a notification that the order was delivered. I promptly checked my door and nothing was there. I checked with my neighbors and leasing office- nothing was found. I called my local HEB (the location the delivery was supposed to come from) to get assistance and the employees I spoke with were very rude and essentially told me since it looked like the order was delivered on their end, there was nothing they could do to help. I tried calling HEB customer service number as well and they just directed me back to my local store who again told me they wouldnt redeliver or offer a refund.

    • Initial Complaint

      Date:10/09/2024

      Type:Service or Repair 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 have received bad produce from the HEB on Saratoga on more than a few occasions. I have gotten a refund before but this time they have denied my refund. I have several photos and dug the fruit out of the trash to take to them but they have denied it. I called headquarters and they said the store has the final say which was *****. I should have checked their rating here before ever taking them my business. I have been a customer of theirs for over 40 years. I order $200-$300 worth of food a week so to be treated like I am a liar and a criminal is unjust. I have photos taken only a few days after the purchase and they don't even want to see them. I took over 40 photos. The mold is on the top of the container and the bottom! The shopper should have seen that and thrown them away before letting them be delivered. This is appalling. Thank goodness we have a sprouts here because that is where I will be taking my business to now.

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair 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 just got home from shopping at HEB and have noticed that the cashier has double charged me for a Meal Simple entre that was marked down due to an approaching expiration date (the item was clearly marked $7.52 and I was charged both the sale price and the original price of $10.04). This is a consistent practice at this HEB. Not only do I have to watch the cashier(s) but as with today (and almost any day) I had to bag my own groceries because HEB refuses to properly staff the front end of the store. This is to document the Simple fact that HEB is responsible for facilitating this theft. And much like HEB spends hundreds of thousands of dollars on Anti-theft measures and prosecutes all thefts...I want HEB to address this on going theft by their employees. No customer expects to be the subject of theft, especially from a huge retailer as HEB, but this is an ongoing problem with the Killeen location. No customer expects to have to spent valuable time, gas driving back to the store (which the HEB Killeen location doesn't even have a customer service desk or location) to have to correct these ongoing mistakes. Furthermore I can't even get anyone from HEB's corporate offices to even give one ounce of concern to address this location. I will attach pictures of the receipt and of the item in question. Just so the lazy a** management understands how inconvenient shopping at a once beloved grocery chain such as HEB has been in *******...I want to go on record as stating that "My HEB steals from me each time I shop there..." and "My HEB has got to be the shittiest in the company..." these should be the slogans for the HEB Killeen location. I only wish HEB wouldn't just write off the great citizens of *******...we are as, if not more, important that customers in the ******, **************** areas! We deserve the attention, proper customer service and attention to detail as any other retail location in *****. I once praised HEB, now I'm just embarrassed & disappointed

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

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