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:07/01/2024

  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.

  Today I was shopping at the ************************************ location in ********, which happen to be our regular store for many years already, where I bought a piece of Dutch cheese. Since the HEB cuts the Dutch cheese wedge lengthwise, which makes them unusable for a cheese slicer, I asked for a cut that wasnt sliced lengthwise. The friendly cheese representative cut me a proper piece, and I believe that his interest in foreign cheeses made him wonder why I asked for such a cut. I explained that Im Dutch myself, and that if you dont slice the wedge, it remains suitable for a Dutch cheese slicer. It was a friendly and pleasant conversation on which I made a joke that it is a dead sin in *************** to slice the wedge in half. I continued my shopping but a couple of minutes later I was approached, quite hostilely, by an individual that identified himself as ****, the store director. Evidently ****, caught part of the conversation I had with the cheese rep and followed me throughout the store where he deemed it necessary to accuse me from threatening his employees with the dead penalty(?), at least that is what he claimed. I was absolutely staggered by this biased accusation about a friendly conversation, that he obviously misunderstood. And if he wouldve talked to the cheese representative, he wouldve learned it was just a friendly chat. But what shocked me the most was the level of aggression and his belligerent posture in front of many other shoppers within the community. It was very embarrassing and I was glad that my wife and child just walked to another part of the store so they didnt have to witness this completely unnecessary demonstration of contempt, that was based on his lack of understanding. This is a completely unacceptable store experience, in a store where we have been shopping for years, and therefore like to see HEB regional management address this needless escalation and unfounded retaliating behavior from their store manager.

• Initial Complaint

  Date:06/17/2024

  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.

  June 14, 2024 Green *** in salad (legs were moving)Spit out salad that was in my mouth. Started to feel nauseous H-E-B MEAL SIMPLE Garden Cranberry Pecan Turkey Salad READY TO EAT PRICE:$5.00 8oz (227 g)

• Initial Complaint

  Date:06/13/2024

  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 two pizza kits yesterday from the *********** store. I opened them up today to commence preparing the pizzas. One kit did not have any sauce and was missing one cheese. I thought well I will just use the sauce I have in my kitchen cabinet and reduce the cheese. I then rolled out the dough and opened up a cheese container. I was hit with a rancid smell. I tasted the cheese and it was disgusting. I opened one other cheese and it was the same. The third container was okay. Remember I should have had 4 total. Gross. Totally unacceptable. I cannot just go to the store because I live 1.5 hours away. I very rarely get to go to Central Market. This was a terrible thing to have happened. Disappointing to say the least!!! What happened to this customer high quality ********************! Now I have to go out and buy some cheese after I already spent money on the kits.

• Initial Complaint

  Date:06/10/2024

  Type:Billing 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 went to this HEB on 6/3/2024 to purchase 3 money orders. The cashier tells me that the transaction was declined and didn't go through. I swipe again and asked for cash back the second time and again she says it declined. From both transactions, its a total of $2,247. I open my bank app and it shows both transactions went though. The manager tells me that it wasn't showing the money being taken on their end so they wouldn't be able to do anything in regards of refunding me the money, that it was something i had to deal with my bank about, My bank tells me that they cant dispute these transactions because i had authorized these transactions in person and it was showing them that the transactions were completed. I've talked to about 4 managers at HEB, sent them a statement from my bank showing the transactions were complete and they still say they don't have the money and that there's nothing they can do to help me obtain my money back. I really hope this is something you guys can help me with because its not $50-$100 dollars I'm loosing, its @$2500

• Initial Complaint

  Date:05/31/2024

  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 05/28/24 I went shopping at the HEB at ***********************************. From the moment I walked in the store the manager ***** followed me around the store. I checked out and left my cart in the open easily to be seen to use the bathroom before I left. I promptly walked out after with my items after the bathroom. Didn't take anything in the bathroom with me and certainly didn't ad anything to the cart. ***** than stopped me at the door and demanded to see my receipt. I asked him why am I the only one you're singling out and he said because I went to the bathroom and didn't have bags for my groceries. This HEB charges for bags and I didn't have extra money to buy bags. That's why I didn't have bags. I felt very embarrassed and humiliated because of being stopped and being to poor to buy bags.

• Initial Complaint

  Date:05/30/2024

  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.

  Went to pay for my tags at HEB and it gave me the option to pay with credit card but the clerk denied me the option to pay with credit card. She stated you can only pay with cash, check or debit. AT HEB it gives the option to pay with a credit card. I asked where does it say that it writing. The clerk says I don't have it in writing. Keep in mind it gave me the option to pay by credit card she just keep denying me. You have to let customer know your policies in writing it's the law if you are running a business.

• Initial Complaint

  Date:05/21/2024

  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 am contacting you regard my experience at the HEB store on college. My husband I stopped by the store today to pick up a few items for dinner; including in the purchase was a pound of *********** ham, and one pound of Butterball turkey from the deli. This week the store had a coupon for .75 off order with 1 pound purchase. Upon checkout, I presented the coupon, for the discount, and I was told I was unable to use the coupon because the purchase was only .99 pounds. I was in disbelief?? I did not cut the meat the employee did, I asked for 1 pound. The clerk and the sacker stated, TO Bad, you can not use the coupon. ( *************); the acting manager **************** came to talk with me, and he was not any better. He stated he did not understand my problem, what I was upset about, that the employee has to follow store policy. The employee returned to the meat department and got a extra slice of ham. Upon getting home and putting away my groceries I learned the *********** ham was not in my grocery bag. Please contact me regarding this matter immediately.

• Initial Complaint

  Date:05/20/2024

  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 am reaching out to report a series of negative experiences at H-E-B located at *********************************************. The most recent incident occurred on 05/19/2024, between 9:20 PM & 9:58 PM, which has prompted me to seek your assistance.I have been consistently impressed by HEBS commitment to customer ******************* values. However, my faith has been shaken by the store manager's handling of a simple return process. The manager, identified as ****, denied my return due to the absence of a receipt, a ***** deviation from the established policy I have known & adhered to over the years. Her approach was not only unprofessional but also lacked the basic courtesy expected in any customer service interaction.This refusal to process my return was executed publicly, causing me undue embarrassment & preventing me from buying some food for my family. The situation was exacerbated when the manager provided an incorrect corporate contact number, further illustrating a disregard for customer care.It is important to note that this is not an isolated incident. I have previously encountered issues with Allied Universal Security personnel at this location, leading to a complaint and subsequent dismissal of a guard. Additionally, I have submitted consumer complaints regarding H-E-B branded products that have gone unanswered.The cumulative effect of these experiences compels me to question the integrity of H-E-B's customer service principles. It is wrong to feel marginalized and dismissed, especially in a store that has been a staple in my life for so long.In light of these events and the lack of adequate internal response, I am reporting this matter to the BBB for review. I believe that external scrutiny is necessary to ensure that H-E-B addresses these concerns and upholds the standards of respect and dignity that every customer deserves.I urge the ******************** to investigate these matters thoroughly and to facilitate a dialogue with H-E-B. As they refuse to.

• Initial Complaint

  Date:05/07/2024

  Type:Billing 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.

  My curbside account is not letting me place orders due to a credit card dispute, there were two transactions that were allegedly disputed which caused the HEB curbside account to be frozen since we cant place orders. I checked with the credit card issuer (Discover) and there were not any disputed transactions. Furthermore the alleged transactions were in November 2023 and we have not had any issues using the account until recently. We just want this resolved so we can go back to using curbside

• Initial Complaint

  Date:04/30/2024

  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 Sunday, HEB restricted our account. We cannot order groceries, and elderly and disabled people depend on food delivery. HEB said the account was restricted due to the $123 dispute for damaged food we received in early April. HEB did not offer to redeliver or refund us the money. Therefore, we filed a dispute with the credit card company.We called HEB on 4/29.. We were told the account would be restricted unless we paid the $123 or withdraw the dispute. HEB expects customers to pay for damaged goods, it seems. I called the credit company after speaking with HEB. The credit card company said it was not true HEB did not have their money. HEB has all $123. The credit card company thought perhaps HEB didn't want to respond to the credit card company. Nevertheless, we should not have to pay for spoiled/damaged goods.