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BBB Accredited Business since

H-E-B

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Phone: (210) 938-4360 Fax: (210) 938-4815 View Additional Phone Numbers 646 S Main Ave  Attn: Customer Relations, San Antonio, TX 78204 http://www.heb.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that H-E-B meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for H-E-B include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 67 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

67 complaints closed with BBB in last 3 years | 22 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 7
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 51
Total Closed Complaints 67

Customer Reviews Summary Read customer reviews

6 Customer Reviews on H-E-B
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: June 01, 1965 Business started: 11/26/1905 Business started locally: 11/26/1905 Business incorporated 09/26/1984 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of State Health Services
1100 W 49th St, Austin TX 78756
http://www.dshs.state.tx.us/
Phone Number: 888-963-7111

Type of Entity

Corporation

Business Management
Ms. Ann Gilmore, Store Manager Ms. Kim Rodriguez Bob Alvord, Branch Manager Mr. Charles C. Butt Ms. Carol Chaffee Connie Trevino, Manager Ms. Laura Estes Mr. Rob Hall, Regional Manager Jim Stout, Manager Jose Albarado, Plant Mgr Lawrence Heatley, Manager Ms. Leslie Lockett, Manager PA Rock Luiz Ms. Shelley Parks, Manager-public Affairs Ms. Erlinda Quintanilla, VP of Public Affairs and Communications Kim Rodriguez Mr. Victor Rodriguez, Customer Relations Manager Mr. Jess Thomas, VP CM
Contact Information
Principal: Ms. Ann Gilmore, Store Manager
Principal: Ms. Kim Rodriguez
Business Category

Grocers - Retail Grocery - Bulk Food Stores Food Manufacturers, Wholesalers, Distributors

Alternate Business Names
Central Market H E B Food-Drugs H E B Foods H E Butt Grocery Co H-E-B Food Store H-E-B Offices HEB HEB Grocery Stores
Products & Services

This company is a grocery store and supermarket.


Customer Review Rating plus BBB Rating Summary

H-E-B has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 Carlos Parker Blvd NW

    Taylor, TX 76574 (512) 352-1100

  • 100 E Houston St

    Beeville, TX 78102

  • 100 East Houston St

    Beeville, TX 78102 (361) 358-4553

  • 1000 E 41st St

    Austin, TX 78751 (512) 459-6513

  • 1000 East 41 St

    Austin, TX 78751

  • 1002 Farragut

    Laredo, TX 78040 (956) 791-3571

  • 101 Calhoun Plaza

    Port Lavaca, TX 77979 (361) 552-7523

  • 101 E Goodnight Ave

    Aransas Pass, TX 78336

  • 101 E. Goodnight

    Aransas Pass, TX 78336 (361) 758-5900

  • 1015 S W.W.White Road

    San Antonio, TX 78220 (210) 333-0020

  • 1035 E Loop 304

    Crockett, TX 75835 (936) 544-5234

  • 104 Hasler Blvd

    Bastrop, TX 78602

  • 104 N Hasler Blvd

    Bastrop, TX 78602 (512) 321-1011

  • 105 S Boundary St

    Burnet, TX 78611 (512) 756-6188

  • 105 S. Boundary

    Burnet, TX 78611

  • 106 S San Patricio St

    Sinton, TX 78387

  • 106 S. San Patricio

    Sinton, TX 78387 (361) 364-3270

  • 10660 FM 471 West

    San Antonio, TX 78251 (210) 684-1019

  • 10710 Research Blvd

    Austin, TX 78759 (512) 794-8221

  • 10718 Potranco

    San Antonio, TX 78251 (210) 681-2250

  • 108 N. Rosillo

    San Antonio, TX 78207 (210) 227-0447

  • 1080 East Hwy 290

    Elgin, TX 78621 (512) 285-4168

  • 1080 Highway 290 E

    Elgin, TX 78621

  • 1101 S Ih 35

    Georgetown, TX 78626 (512) 930-5581

  • 1102 Speight Ave

    Waco, TX 76706 (254) 752-0374

  • 111 N Timberland Dr

    Lufkin, TX 75901 (936) 639-1358

  • 1110 S Valley Mills Dr

    Waco, TX 76711 (254) 757-2292

  • 11100 Leopard

    Corpus Christi, TX 78410 (361) 241-4228

  • 11100 Leopard St

    Corpus Christi, TX 78410

  • 1115 E. Main

    Alice, TX 78332 (361) 668-6633

  • 1115 E. Main St

    Alice, TX 78332

  • 1145 Waldron Road

    Corpus Christi, TX 78418 (361) 939-5500

  • 1150 NW Loop 1604 W

    San Antonio, TX 78248 (210) 408-1641

  • 11521 North FM 620, Bldg A

    Austin, TX 78750 (512) 249-0558

  • 11551 West Ave.

    San Antonio, TX 78213 (210) 340-7976

  • 1161 Esplande

    Cuero, TX 77954 (361) 275-6144

  • 120 E. Mile 3rd.

    Carrizo Springs, TX 78834

  • 12018 Perrin Beitel

    San Antonio, TX 78217 (210) 655-9071

  • 1207 E Main St

    Gatesville, TX 76528 (254) 865-8491

  • 1207 Main

    Gatesville, TX 76528

  • 12400 State Hwy 71 West

    Austin, TX 78738

  • 12400 W Highway 71

    Bee Cave, TX 78738 (512) 263-0528

  • 12407 Mopac

    Austin, TX 78758

  • 12407 Mopac Expwy. N.

    Austin, TX 78758 (512) 339-1181

  • 12777 IH 10 West

    San Antonio, TX 78230 (210) 558-3981

  • 12860 Research Blvd

    Austin, TX 78750 (512) 506-9060

  • 1301 Guadalupe St

    Laredo, TX 78040 (956) 724-1147

  • 1301 Wooded Acres

    Waco, TX 76710

  • 1301 Wooded Acres Dr

    Waco, TX 76710 (254) 776-1601

  • 1314 W Adams Ave

    Temple, TX 76504 (254) 773-4145

  • 1368 E. Court

    Seguin, TX 78155 (830) 379-8384

  • 13776 N Highway 183

    Austin, TX 78750 (512) 335-1807

  • 14028 North US 183, Bldg A

    Austin, TX 78717 (512) 249-9012

  • 14087 O"Connor Rd

    San Antonio, TX 78217 (210) 637-1313

  • 1409 Hwy 35 North

    Rockport, TX 78382 (361) 729-8230

  • 1434 W Wells Branch Pkwy

    Pflugerville, TX 78660 (512) 251-2584

  • 14414 US Hwy 87 West

    La Vernia, TX 78121 (830) 779-1790

  • 15000 San Pedro

    San Antonio, TX 78232 (210) 494-3501

  • 1503 Hwy 1431 W

    Marble Falls, TX 78654 (830) 693-3561

  • 1505 East Rio Grande

    Victoria, TX 77901 (361) 572-8221

  • 1520 Austin Hwy

    San Antonio, TX 78218 (210) 828-5076

  • 15300 S IH-35

    Buda, TX 78610 (512) 312-1615

  • 15300 South IH 35

    Buda, TX 78610

  • 1600 Wildcat

    Portland, TX 78374 (361) 643-1511

  • 1600 Wildcat Dr

    Portland, TX 78374

  • 1601 Nogalitos

    San Antonio, TX 78204 (210) 223-3057

  • 1655 Highway 46 West

    New Braunfels, TX 78132 (830) 626-0937

  • 16900 N. FM 620

    Round Rock, TX 78681 (512) 238-7909

  • 16900 R R 620

    Round Rock, TX 78681

  • 170 E Whitestone Blvd

    Cedar Park, TX 78613 (512) 259-5500

  • 1700 E Palm Valley Blvd

    Round Rock, TX 78664 (512) 388-2649

  • 1700 East Palm Valley Blvd.

    Round Rock, TX 78664

  • 17460 I.H. 35 North

    Schertz, TX 78154 (210) 651-5105

  • 1801 E 51st Street

    Austin, TX 78723

  • 18140 San Pedro

    San Antonio, TX 78232 (210) 490-4931

  • 1821 South Valley Mills Dr.

    Waco, TX 76711

  • 1841 Church St

    Gonzales, TX 78629 (830) 672-7595

  • 1911 East Bob Bullock

    Laredo, TX 78041 (956) 764-5000

  • 19337 McDonald St

    Lytle, TX 78052 (830) 772-5021

  • 1955 Nacogdoches

    San Antonio, TX 78209 (210) 930-3707

  • 200 W Hopkins St

    San Marcos, TX 78666 (512) 396-0100

  • 200 West Hopkins St

    San Marcos, TX 78666

  • 201 East Main

    Uvalde, TX 78801 (830) 278-3352

  • 201 Fm 685

    Pflugerville, TX 78660

  • 201 N. FM 685

    Pflugerville, TX 78660 (512) 251-0002

  • 201 S. 15th Street

    Corsicana, TX 75110 (903) 874-4778

  • 201 W. Gonzales

    Yoakum, TX 77995 (361) 293-5281

  • 2030 N. 1st Street

    Carrizo Springs, TX 78834

  • 20475 Hwy 46 W

    Spring Branch, TX 78070 (830) 438-3000

  • 206 S Alamo St

    Refugio, TX 78377

  • 206 S. Alamo

    Refugio, TX 78377 (361) 526-5381

  • 20725 Hwy 46 West

    Spring Branch, TX 78070

  • 20935 US Highway 281 North

    San Antonio, TX 78258 (210) 491-2400

  • 210 West Del Mar Blvd

    Laredo, TX 78041 (956) 712-3005

  • 2110 New Slaughter Ln

    Austin, TX 78748 (512) 282-0182

  • 2110 New Slaughter Ln

    Austin, TX 78748

  • 2118 Fredericksburg Rd

    San Antonio, TX 78201 (210) 737-2047

  • 2130 Culebra

    San Antonio, TX 78228 (210) 737-1027

  • 2135 E. Main

    Eagle Pass, TX 78852 (830) 773-0345

  • 215 Ranch Road 2900

    Kingsland, TX 78639 (325) 388-4601

  • 219 W. Oaklawn

    Pleasanton, TX 78064 (830) 281-8172

  • 225 South IH 35

    Pearsall, TX 78061 (830) 334-3374

  • 2310 Saunders

    Laredo, TX 78040 (956) 724-1128

  • 2314 South Zapata Hwy

    Laredo, TX 78043 (956) 795-0207

  • 23635 Wilderness Oaks

    San Antonio, TX 78258

  • 2400 S Congress Ave

    Austin, TX 78704 (512) 442-2354

  • 2400 S. Congress

    Austin, TX 78704 (512) 442-2354

  • 24165 W IH 10

    San Antonio, TX 78256 (210) 687-1007

  • 250 University Blvd.

    Round Rock, TX 78665

  • 2508 E Riverside Dr

    Austin, TX 78741 (512) 448-3544

  • 2508 East Riverside Drive

    Austin, TX 78741

  • 2508 S Day St

    Brenham, TX 77833 (409) 277-9858 (979) 277-9858

  • 2509 North Main St

    Belton, TX 76513

  • 2511 Trimmier Rd Ste 100

    Killeen, TX 76542 (254) 526-9674

  • 2616 W. Hwy 361

    Ingleside, TX 78362 (361) 776-7510

  • 2701 E 7th St

    Austin, TX 78702 (512) 478-7328

  • 2800 East Whitestone

    Cedar Park, TX 78613 (512) 528-0027

  • 2929 Thousand Oaks

    San Antonio, TX 78247 (210) 491-9508

  • 2990 East Hwy 190

    Copperas Cove, TX 76522

  • 300 Main

    Kerrville, TX 78028 (830) 896-3600

  • 300 Olmos Dr.

    San Antonio, TX 78212 (210) 829-7373

  • 3002 S 31st St

    Temple, TX 76502 (254) 778-4820

  • 3002 S. 31th St

    Temple, TX 76502

  • 301 N. Wells St

    Edna, TX 77957 (361) 782-5218

  • 3033 South Port St

    Corpus Christi, TX 78405 (361) 883-6002

  • 308 E Main Ave

    Robstown, TX 78380

  • 308 E. Main

    Robstown, TX 78380 (361) 387-4507

  • 313 Sidney Baker St.

    Kerrville, TX 78028 (830) 896-8030

  • 3133 S Alameda St

    Corpus Christi, TX 78404

  • 3133 S. Alameda

    Corpus Christi, TX 78404 (361) 855-3031

  • 320 E Pierce St

    Luling, TX 78648 (830) 875-3831

  • 320 Pierce

    Luling, TX 78648

  • 3323 SE Military Dr.

    San Antonio, TX 78223 (210) 333-1441

  • 3325 West Wadley

    Midland, TX 79707 (432) 697-1471

  • 3500 Leopard

    Corpus Christi, TX 78408 (361) 882-9864

  • 3500 Leopard St

    Corpus Christi, TX 78408

  • 3630 Ih 35 S

    Waco, TX 76706 (254) 662-7500

  • 3750 Gattis School Rd

    Round Rock, TX 78664 (512) 341-3775

  • 3801 E. 42nd St

    Odessa, TX 79762 (432) 362-4500

  • 3801 N 19th St

    Waco, TX 76708 (254) 752-0359

  • 3939 IH-35 South Suite 505

    San Marcos, TX 78666

  • 400 Valley HI Drive

    San Antonio, TX 78242 (210) 674-3710

  • 4001 N Lamar Blvd

    Austin, TX 78756 (432) 697-1471 (512) 421-1005

  • 403 S Colorado St

    Lockhart, TX 78644 (512) 398-2301

  • 403 South Colorado Street

    Lockhart, TX 78644

  • 407 South Adams

    Fredericksburg, TX 78624 (830) 997-9950

  • 409 E Kleberg Ave

    Kingsville, TX 78363

  • 409 E. Kleberg

    Kingsville, TX 78363 (361) 595-0243

  • 4100 South New Braunfels Ave.

    San Antonio, TX 78223 (210) 531-3100

  • 412 N. Timberland Dr.

    Lufkin, TX 75901

  • 415 N. New Braunfels

    San Antonio, TX 78202 (210) 226-8531

  • 420 W. Bandera Rd

    Boerne, TX 78006 (830) 816-2394

  • 4320 S Alameda St

    Corpus Christi, TX 78412

  • 4320 S. Alameda St

    Corpus Christi, TX 78412 (361) 993-4840

  • 435 Live Oak St

    Marlin, TX 76661 (254) 803-5501

  • 4444 Kostoryz

    Corpus Christi, TX 78415 (361) 853-9831

  • 4444 Kostoryz Rd

    Corpus Christi, TX 78415

  • 4477 S Lamar Blvd Ste 1000

    Austin, TX 78745 (432) 263-3000 (512) 899-4300

  • 450 E Travis

    La Grange, TX 78945 (409) 968-8677

  • 450 E. Travis

    La Grange, TX 78945 (979) 968-8381

  • 4500 FM 2338

    Georgetown, TX 78626 (512) 869-1273

  • 4500 Williams Dr

    Georgetown, TX 78633 (512) 863-4427

  • 4710 N. Pan Am Expressway

    San Antonio, TX 78218

  • 4801 San Dario

    Laredo, TX 78041 (956) 725-3061

  • 500 Canyon Ridge Drive

    Austin, TX 78753 (512) 973-8143

  • 500 Pecan

    Del Rio, TX 78840 (830) 774-2596

  • 514 E. Zavala

    Crystal City, TX 78839 (830) 374-2305

  • 525 N Main St

    Belton, TX 76513 (254) 939-0856

  • 5313 Saratoga

    Corpus Christi, TX 78413 (361) 980-0993

  • 5313 Saratoga Blvd

    Corpus Christi, TX 78413

  • 5401 South FM 1626

    Kyle, TX 78640 (512) 268-7900

  • 5425 S Padre Island Dr

    Corpus Christi, TX 78411

  • 5425 S Padre Island Dr

    Corpus Christi, TX 78411 (361) 991-2695

  • 5488 South Padre Island Drive

    Corpus Christi, TX 78411

  • 5601 Bandera Road

    San Antonio, TX 78238 (210) 647-2700

  • 5800 W. Slaughter Lane

    Austin, TX 78749 (512) 301-9770

  • 5801 Weber Rd

    Corpus Christi, TX 78413

  • 5801 Weber Road

    Corpus Christi, TX 78413 (361) 854-1911

  • 5808 Burnet Rd

    Austin, TX 78756 (512) 453-8864

  • 5808 Burnett Rd

    Austin, TX 78756

  • 5910 Babcock Rd

    San Antonio, TX 78240 (210) 641-6403

  • 598 E. Hwy US 290

    Dripping Springs, TX 78620 (512) 858-2972

  • 600 W William Cannon Dr

    Austin, TX 78745 (512) 447-5544

  • 6000 West Avenue

    San Antonio, TX 78213 (210) 341-7289

  • 6001 W Parmer Ln

    Austin, TX 78727 (512) 249-0400

  • 601 E. San Patricio

    Mathis, TX 78368

  • 601 E. San Patricio

    Mathis, TX 78368 (361) 547-3233

  • 601 Indian Trl

    Harker Heights, TX 76548 (254) 699-8411

  • 603 Louis Henna Blvd

    Round Rock, TX 78664

  • 603 Louis Henna Blvd Suite A

    Round Rock, TX 78664 (512) 828-0806

  • 6030 Montgomery Road

    San Antonio, TX 78239 (210) 657-2944

  • 609 19th Street

    Hondo, TX 78861 (830) 426-4349

  • 6106 N. Navarro

    Victoria, TX 77904 (361) 578-9891

  • 641 E Hopkins St

    San Marcos, TX 78666 (512) 396-8880

  • 646 S Main Ave
    Attn: Customer Relations

    San Antonio, TX 78204 (210) 938-4360

  • 651 N. US Hwy 183

    Leander, TX 78641 (512) 528-7700

  • 651 S. Walnut

    New Braunfels, TX 78130 (830) 608-0017

  • 6580 F.M. 78

    San Antonio, TX 78219 (210) 666-2022

  • 6607 S Ih 35

    Austin, TX 78744 (512) 441-9266

  • 6818 South Zarzamora

    San Antonio, TX 78224 (210) 927-5334

  • 6839 San Pedro

    San Antonio, TX 78216 (210) 342-2745

  • 6900 Brodie Lane

    Austin, TX 78745

  • 6900 Brodie Ln

    Austin, TX 78745 (512) 891-8900

  • 6909 N. Loop 1604 East

    San Antonio, TX 78247

  • THIS LOCATION IS NOT BBB ACCREDITED

    700 S. St. Mary

    Falfurrias, TX 78355 (361) 325-3604

  • 701 Capital of Texas Highway

    West Lake Hills, TX 78746 (512) 732-9930

  • 701 E Milam St

    Mexia, TX 76667 (254) 562-5305

  • 701 Milam Street

    Mexia, TX 76667

  • 7010 Hwy 71 West

    Austin, TX 78735

  • 7010 W Highway 71

    Austin, TX 78735 (512) 288-5440

  • 7025 Village Center Dr

    Austin, TX 78731 (512) 502-8445

  • 7025 Village Ctr Dr

    Austin, TX 78731

  • 705 S Key Ave

    Lampasas, TX 76550 (512) 556-3461

  • 705 S. Key Ave.

    Lampasas, TX 76550

  • 7112 Ed Bluestein #125

    Austin, TX 78723

  • 7112 Ed Bluestein #125

    Austin, TX 78723 (512) 926-1491

  • 721 Castroville Rd

    San Antonio, TX 78237 (210) 432-0949

  • 7301 Fm 620 N

    Austin, TX 78726 (512) 336-7700

  • 7301 N FM 620

    Austin, TX 78726

  • 735 S.W. Military

    San Antonio, TX 78221 (210) 927-6825

  • 7811 Mcpherson Rd

    Laredo, TX 78043 (956) 712-2459

  • 7951 Guilbeau Rd

    San Antonio, TX 78250 (210) 523-0296

  • 801 N IH-35

    Waco, TX 76705

  • 801 North IH 35

    Bellmead, TX 76705

  • 804 E Highway 190

    Copperas Cove, TX 76522 (254) 547-6333

  • 805 W. Main St

    Kenedy, TX 78119 (830) 583-3435

  • 809 N Gray St

    Killeen, TX 76541 (254) 634-2146

  • 8219 Marbach

    San Antonio, TX 78227 (210) 673-4900

  • 8300 Floyd Curl Dr. Ste 105

    San Antonio, TX 78229

  • 8503 NW Military Hwy

    San Antonio, TX 78231 (210) 479-4300

  • 910 Kitty Hawk

    Universal City, TX 78148 (210) 945-2102

  • 9100 Woodway Dr

    Waco, TX 76712 (254) 751-0239

  • 9100 Woodway Drive

    Waco, TX 76712

  • 9238 North Loop 1604 West

    San Antonio, TX 78249 (210) 682-0165

  • 925 10th Street

    Floresville, TX 78114 (830) 393-8105

  • 9255 FM 471 West

    San Antonio, TX 78251 (210) 681-5071

  • 9414 N Lamar Blvd

    Austin, TX 78753 (512) 835-5400

  • 9900 Wurzbach

    San Antonio, TX 78230 (210) 696-0794

  • 999 East Basse Rd, Ste 150

    San Antonio, TX 78209 (210) 822-0156

  • THIS LOCATION IS NOT BBB ACCREDITED

    3232 Central Ave

    Lake Station, IN 46405

  • THIS LOCATION IS NOT BBB ACCREDITED

    1190 W Turnpike Ave Ste 1

    Bismarck, ND 58501

  • THIS LOCATION IS NOT BBB ACCREDITED

    1190 W Turnpike Ave Ste 1

    Bismarck, ND 58501

  • THIS LOCATION IS NOT BBB ACCREDITED

    504 W Main St

    Mandan, ND 58554

  • THIS LOCATION IS NOT BBB ACCREDITED

    504 W Main St

    Mandan, ND 58554

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Frazee St E

    Detroit Lakes, MN 56501

  • THIS LOCATION IS NOT BBB ACCREDITED

    310 Frazee St E

    Detroit Lakes, MN 56501

  • 1345 Barrow St

    Abilene, TX 79605

  • THIS LOCATION IS NOT BBB ACCREDITED

    3025 Dowlen Rd

    Beaumont, TX 77706

  • THIS LOCATION IS NOT BBB ACCREDITED

    4800B Highway 365

    Port Arthur, TX 77642

  • THIS LOCATION IS NOT BBB ACCREDITED

    3401 Gulfway Dr

    Port Arthur, TX 77642

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Truly Plz

    Cleveland, TX 77327

  • THIS LOCATION IS NOT BBB ACCREDITED

    819 N Main St

    Lumberton, TX 77657

  • THIS LOCATION IS NOT BBB ACCREDITED

    2424 N 16th St

    Orange, TX 77630

  • THIS LOCATION IS NOT BBB ACCREDITED

    5000 32nd Street

    Groves, TX 77619

  • THIS LOCATION IS NOT BBB ACCREDITED

    725 E Villa Maria Rd Ste 1300

    Bryan, TX 77802 (979) 779-8905

  • THIS LOCATION IS NOT BBB ACCREDITED

    1609 N Texas Ave

    Bryan, TX 77803 (979) 778-1077

  • THIS LOCATION IS NOT BBB ACCREDITED

    1905 Old Hearne Rd

    Bryan, TX 77803

  • THIS LOCATION IS NOT BBB ACCREDITED

    2304 Sam Houston Ave

    Huntsville, TX 77340 (936) 291-6994

  • THIS LOCATION IS NOT BBB ACCREDITED

    1035 E Loop 304

    Crockett, TX 75835

  • THIS LOCATION IS NOT BBB ACCREDITED

    1509 W Church St

    Livingston, TX 77351

  • THIS LOCATION IS NOT BBB ACCREDITED

    1900 Texas Ave S

    College Station, TX 77840 (979) 693-0361

  • THIS LOCATION IS NOT BBB ACCREDITED

    949 William D Fitch Pkwy

    College Station, TX 77845 (979) 690-4940

  • THIS LOCATION IS NOT BBB ACCREDITED

    5750 E Lovers Ln

    Dallas, TX 75206

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 Hwy 77 N

    Dallas, TX 75201

  • THIS LOCATION IS NOT BBB ACCREDITED

    10100 Beechnut St

    Houston, TX 77072

  • THIS LOCATION IS NOT BBB ACCREDITED

    1033 Bay Area Blvd

    Houston, TX 77058

  • THIS LOCATION IS NOT BBB ACCREDITED

    11616 Beamer Rd

    Houston, TX 77089

  • THIS LOCATION IS NOT BBB ACCREDITED

    12900 Aldine Westfield Rd

    Houston, TX 77039

  • THIS LOCATION IS NOT BBB ACCREDITED

    130 Sawdust Rd

    Spring, TX 77380

  • THIS LOCATION IS NOT BBB ACCREDITED

    1616 N Alabama Rd

    Wharton, TX 77488

  • THIS LOCATION IS NOT BBB ACCREDITED

    1621 S Mason Rd

    Katy, TX 77450

  • THIS LOCATION IS NOT BBB ACCREDITED

    215 N. Main

    League City, TX 77573

  • THIS LOCATION IS NOT BBB ACCREDITED

    2200 N Main St

    Baytown, TX 77520

  • THIS LOCATION IS NOT BBB ACCREDITED

    2206 N Conway Ave

    Mission, TX 78572

  • THIS LOCATION IS NOT BBB ACCREDITED

    2211 Southmore Ave

    Pasadena, TX 77502

  • THIS LOCATION IS NOT BBB ACCREDITED

    2226 Shaver St

    Pasadena, TX 77502

  • THIS LOCATION IS NOT BBB ACCREDITED

    22618 Aldine Westfield Rd

    Spring, TX 77373

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    3131 Campbell Rd

    Houston, TX 77080

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    3607 Center St

    Deer Park, TX 77536

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    3815 Westheimer Rd

    Houston, TX 77027

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    425 Sawdust Rd

    Spring, TX 77380

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    425 Sawdust Rd Ste B

    Spring, TX 77380

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    4724 Highway 6

    Missouri City, TX 77459

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    4980 Highway 6 N

    Houston, TX 77084

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    5225 Buffalo Speedway

    Houston, TX 77005

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    5320 Fm 1765

    Texas City, TX 77591

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    6013 Stewart Rd

    Galveston, TX 77551

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    7130 Fm 1960 Rd E

    Atascocita, TX 77346

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    7310 Louetta Rd

    Spring, TX 77379

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    918 21st St N

    Texas City, TX 77590

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    9503 Jones Rd

    Houston, TX 77065

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    HWY 59

    Porter, TX 77365

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    2500 Cornerstone Blvd

    Edinburg, TX 78539

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    1630 Spencer Hwy

    South Houston, TX 77587

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    3800 Little York Rd

    Houston, TX 77093

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    1213 S. Commerce

    Harlingen, TX 78550

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    3301 Sherwood Way

    San Angelo, TX 76901

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    5014 W. Shields Ave.

    Fresno, CA 93722

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    419 Loop 436 W

    Carthage, TX 75633

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    1305 Tenaha St

    Center, TX 75935

  • 363 E Main St

    Vernal, UT 84078

  • 363 E Main St

    Vernal, UT 84078

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    1491 Thousand Oaks Blvd.

    Thousand Oaks, CA 91362

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    351 Central Ave

    Fillmore, CA 93015

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    726 Central Ave S

    Quincy, WA 98848

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 20, 2016, I stopped at the HEB gas station in Copperas Cove, TX to get some gas. I swiped my card at the pump and afterwards saw a notice about holds being put on debit cards, at which point I cancelled the transaction and paid cash instead. Later on that day I checked my account and saw that they STOLE ALL OF THE MONEY OUT OF MY ACCOUNT. They took $95.20 off my card for gas that I paid cash for. I don't want it back in a couple days, I want it back 2 days ago. And I also want this company to be exposed as the fraud that it is.

Desired Settlement: Give me my money back and maybe a little extra for the unnecessary inconvenience

Business Response: Working w/electronic payment team to research transaction and will reach out to customer shortly.

Consumer Response:

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.

In the future, I would hope that the company amends their policy in such a way that prevents holds being placed on customer's bank accounts for transactions that are cancelled.

Regards,

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

6/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Heb is holding 100 dollars of the money on my debit card after i pumped gas at their pump. I wzd told by them that my bank initiated the hold. My bank says heb initiated the hold. The actual amount of money i spent on gas, 30 dollars. Has already cleared my account. I was told that all heb gas pumps at all storrs carry a sticker advertising the fact that a hold could be placed on your bank account. This is not true. Heb at parmer and ih 35 north does have this sticker and neither does the heb in bastrop, tx. My bank says that heb could release the hold.

Desired Settlement: Release the hold on my bank account.

Business Response:

Attempted to contact customer at 2pm 6/8/16 and left a vm to return my call at her convenience.  Will update once I'm able to gather additional information.

 

3/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently (Monday, Febuary 22nd 2016) cashed a payroll check at this HEB. To the order of 812$. The funds were correct and I left. On Febuary 28th 2016 I went to make a purchase at a Walmart, only to find the note that I had elected to use ($100) was counterfeit. I made sure to log contact info and the reason it was suspect on a sheet from the store. Later that morning I went to the location in question. I asked to speak to a manager. I was to speak with **** about my issue. Before fully explaining the issue **** immediately cut me off saying there was nothing he could do. I discussed the issue and was making valid points as to why the store was at fault. However, he would hear none of it and kicked me out of the store. I asked for a line to contact the district manager and he gave me a toll free number. That was conveniently not open on Sundays. Thus slowing discussing it with the business. After being kicked out of the business, having faced a rude manager with no intent of doing any customer service I began to explore my options, Since the business in question refuses to assist in even an apology or sympathy. Apparent;y blaming me. Not only is this not customer service, it is not professional and somewhat accusatory.

Desired Settlement: I would like the $100 dollars that I am owed, I would also like an official apology from the business and a promise to be more careful about checking their bills. This sort of thing is unacceptable regardless of business volume. Should the business require any information to validate my claim. However, I believe that I am trustworthy and upright. Even without the fact that I have no legal resource, I would like the business to see reason and go beyond what the law simply mandates,

Business Response: Currently working with the store on this, will be in touch with customer soon..

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 01-18-2016 6:51 PM WENT TO CHECKOUT LINE WITH GROCERIES AND NO EYE CONTACT DID I RECEIVE FROM ****** *,THE CASHIER...SHE WAS SPK WITH CUST BEFORE ME...NO GREETING NO NOTHING...VERY COLD EXPERIENCE...SCANNING ITEMS QUICKLY AND SQUEEZED BREAD...PLACED JUICE PACKETS CLUMSILY INTO BOX,DID NOT RESPOND TO MY QUESTION AND WAS JUST RUDE FROM BEGINNING AND FELT DISCRIMINATED AS SHE RUINED MY WHOLE DAY..WHEN I GOT HOME WAS MISSING SOME ITEMS. MAKES ME NOT WANT TO GO THERE AGAIN!

Desired Settlement: CASHIER SHOULD RECEIVE CUSTOMER TRAINING AND WANT REFUND

Business Response: I will work with store leaders and cashier and see to it that we use this as a training and coaching opportunity for this partner. I will also contact *** to discuss resolution as stated in desired resolution statement.

Consumer Response:

Complaint: ********

I am rejecting this response because:


What about my purchases that totaled $20.99 which were ruined? What,you're just going to train the cashier...how dare you and discriminate against me,why because I am not hispanic. I am furious with this response, what about my lost items?

I am, furious,very furious!!!!

Regards

*** *****

Business Response: I've made attempts to contact ***.  However, when I do call the number provided I receive a vm which does not allow me to leave a message.  I would like to speak to the customer and invite them to call me at their convenience at 1.800.432.3113. My name is Kim Rodriguez and hours of operation are Monday - Friday 8am - 5pm.

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Second time in about 3 weeks that they cannot seem to fill a prescription order on time. I have been on these medications for years, and they come up with a different excuse each time as to why it was not filled when it was promised to be ready. This is messing with peoples health when they cannot get their medicine in a timely manner. I will be shopping around for a new pharmacy to have my needs taken care of, since they obviously cannot do so.

Desired Settlement: Have the prescriptions ready when they say they are going to be, not three or four days later, if at all.

Business Response:

I will be contacting Mr. ***** this coming week at the number provided, so that we may gather additional details in regards to the disappointing service experienced at one of our H-E-B Pharmacies.  I appreciate the opportunity provided to address this matter.

 

Consumer Response:

Complaint: ********

I am rejecting this response because:

I still have not heard from anyone, except to tell me that I had a refill ready that I did not order.

Regards,

****** *****

Business Response: My apologies to Mr. ***** that a follow up hasn't occurred as this should not be the case. I will personally be in contact soon to discuss a resolution.

2/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I spoke with one of the employees at the corporate office in December right before the holidays and I was told that I would be refunded my money for uncooked briskets that clearly states fully cooked. I was told that i would get a call back that same day in order to give me time to locate my receipts but that call never did come. As of today i have called the San Antonio corporate office and they claimed no one could find any documentation which is very disturbing. I hope that as a customer i wasn't just told something in order to close the case. I see clearly this is what happened I never thought HEB would do this ****** **** but NEVER HEB. It saddens me and really make you wonder if it has to do with the area one of the stores are located in.

Desired Settlement: Gift Card from the store for my purchases as told.

Business Response:

We will contact Ms. ****** today and resolve this to customers satisfaction.

2/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a propane gas tank at the HEB on Kirkwood and Westheimer in Houston, TX. After having it on for less than five minutes it turned off because it was empty. This store sold a tank that barely had any propane gas. After I went to go exchange it as I was walking into the store one of your employees yelled at me to not go inside with the propane gas which he said was a fire hazard but he should have said it in a nicer tone. I did not get his name but he was Caucasian. I called to speak to a manager but because it was the holidays no one answered. I then got a call back from a lady who did not leave her name that she would call me back but I never did get a call back

Desired Settlement: I should get a refund for your bad service, selling a tank that was empty and for making me have to go back to exchange it

Business Response: I called *** ****** at the number provided and call went to vm.  I left a message with my contact info and reason for call.  I will follow up if I do not hear from her by Monday afternoon in hopes of coming to a resolution.

2/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to HEB in Bellmead at 5:00pm on Sunday the 3rd of January. They had a end cap full of Clorox pump&cleans. The sign said $0.91 so I grabbed 46 of them. There was an employee putting the last 4 on the shelf and he proceeded to help me load my cart. We began talking and I told him he made my day by helping me and I loved the price. He said, " I know I, I even went to check the price to make sure and it scanned.91." When I was grabbing the last 2 he said he was gonna check the blue color one. I began to head towards the register when he pulled down the sign. I said as I was leaving... Are you changing the price? He said" the price is messed up... I don't know some say .91 and some say 3.97." All I know is what the price said and it said .91. When I was at the register 1/2 were.91 and 1/2 were 3.97. He told the cashier about the advertised price and he called the manager over. The manager said they would not honor the price because some of them rang up more. If I wanted them I would have to pay what it rang up as. He said he would only give me one at that price. I told him by law the store is suppose to honor the advertised price. Manager leaves and comes back now with a total different answer. Now there are 2 managers. The lady said " I'm going to limit the quantity to the ones that ring up as .91 plus one more". I'm shocked! I said " so if I'm in line buying 40 items I could, but now that you won't honor your price your changing quantity so you don't have to honor your price. She said ,"That's right, I can change quantity any time I want. It's in our policy so I have that right." I asked her if she knew the law about false advertising and the other manger said that's not true, there is no law. I was so upset I just left all 46 of them. There was also a sticker on them for an additional discount. Both mangers names were **** ( 27 years) and ***** (3 years working).

Desired Settlement: I wanted all 46 Clorox pumps for the advertised price .91 and the sticker discount that was on each bottle. All I wanted was for the store to say " of course Ma'am. We will honor the sign we had up and give you the advertised price. " Sorry for the inconvenience. Have a nice day. Just as I have done, working for stores all my life. You honor your price period. Please feel free to contact me. I hope the store will ultimately give me the price they had with the sticker discount. Make it right is what I want.

Business Response:

Currently researching pricing issue in which customer describes. Once I gather correct price info and additional details I will contact customer to discus resolution. 

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A purchase was made at HEB on ***** ** in Houston without my consent with my Credit Card when I realized what happend i sent the brisket back and as of today it has not been refunded to my credit card. I later November 22 prior to going into the hospital i went purchased the brisket from Heb on ** ******* in Houston where the brisket was cheaper and i used my EBT due to I am disabled and low income. I went into the hospital and I got chance to heat the brisket up but never had a opportunity to eat it. I called the store they refused to refund my money back and I have the receipt but not the original pkg so it was non refundable i couldn't eat it i was hospitalized. I said.i would keep it but it stayed pink inside per dr's orders i can't eat any meat that's not well done and fully cooked. I am a fan of HEB but i was very hurt and disappointed all i is for my money to go back on my credit card i have the brisket still and.the receipt PLEASE HELP

Desired Settlement: Refund

Business Response: Spoke to Ms. ****** and we have agreed on a resolution.  She and I will touch base regarding transaction information to complete this process.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 15 Oct I purchased a Jason's Deli gift card ($25). I presented it to my Boss for "BOSS DAY" only to find out two weeks later the card was never activated. The card was returned to me by my supervisor (embarrassing to say the least). I called the store of purchase (******** ***** *****) and was told without the original receipt nothing could be done. After calling HEB Corp, (customer service) I was told that again without the original receipt they could do nothing even though they could see that I purchased the card that day. So now I lose out on $25 because I did not keep the original receipt.

Desired Settlement: Refund or exchange card for a usable card

Business Response:

I contacted Mr. ****** and provided a few options in hopes of resolving this concern to his satisfaction.  Mr. ****** agreed to one of the options and to my understanding Mr. ****** is satisfied with our conversation and offer to resolve.

 

11/25/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
10/7/2015 Problems with Product/Service
9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was gravely insulted by someone whom I am assuming was a manager at this particular store. He accused me of stealing, which I did not, and called me an alcoholic. I have been shopping at HEB all my life, but his behavior was beyond atrocious and unprofessional. I forget what his name was because I was so mad, but he will remember me. As much as I love shopping at HEB, if he is not fired and prosecuted, I will have HEB taken down entirely. He was very unprofessional and I was forced to be hospitalized for trauma. The police officers I talked to were 100 percent more polite than him. If he is not found and fired I will make sure all HEB stores in Texas go out of business. I almost killed myself after his comments and had to be hospitalized for a seizure. If he is not fired I will file a lawsuit.

Desired Settlement: If this man is not fired, I will boycott HEB and make sure they go out of business unless I get an emotional distress settlement.

Business Response: I called customer and number provided and left a vm asking customer to call me back at her convenience, Thank you 

Consumer Response: 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,

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

Response: I believe I got the message as I have a voicemail but I will not be able to access it until the 1st of the month as that will be the day that I have minutes on my phone. So I will respond promptly at that time

9/29/2015 Billing/Collection Issues
9/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This weekend I went to HEB to purchase some items. A sign was posted for the HEB Colas at $2. I intended to purchase 10-12 packs at this advertised price. When I went to pay the sodas scanned at $2.67. I told the cashier that the marked price was $2. She proceeded to change each one accordingly when all of the sudden *****, who I assume was a manager, yelled across the register behind me to the cashier that the sodas were $2 last week not this week and to not change it. She sent someone else to check the price and came back and instructed the cashier to change the price back. At this time, I went to where the sign was posted, took a picture, and brought it back to *****. She told me that she would then only let me have one 12 pack at $2 and the rest at the regular price and then she sent someone to change out the price. I did not like the fact that ***** yelled across the register, did not give me the respect of speaking to me and instead ignored me and spoke only to the cashier, the only time she spoke to me is when I spoke to her showing her the picture on my phone. Also, Saturdays are very busy business days and there were several people in line behind me. Think about how long it took and for the cashier to change the price of 10 items, change the price back of 10 items, change one price back to $2, me walking away to take a picture, cashier removing 4 items because I chose to only take 6 sodas instead, and the negative perception given our to customers hearing the yelling from one cash register to the other, etc.

Desired Settlement: What I think is fair in this situation and what should have happened at the store this weekend to avoid me spending time doing this is the following: 1. $4.02 refund for 6 sodas sold at $2.67 each - You should honor posted price of $2, fix it, and future customers will pay corrected price. 2. Coupon to purchase 4 HEB 12 Pack Sodas at $2 - That day, I had 10 sodas in my cart but because of the sudden change of price I took out 4 sodas and only bought 6.

Business Response:

Will be contacting customer to gather additional information so that we can address w/appropriate partners and store leaders as well as to discuss desired resolution.

Consumer Response: Complaint: ********

I am rejecting this response because:


I waited the amount of time I was asked to wait to see if I would get contacted, 6 days.  As of today I have not been reached.


I can be reached at ************ ****** ** ************ ****** ** *****************.  If I do not answer please leave me a voicemail and I will return your call.


Attached are some documents to help clarify the incident as well.

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

Business Response: Called Ms. ****** on daytime number listed but had to leave a vm.  Will update once I have had a conversation with customer. Thank you

9/17/2015 Problems with Product/Service
9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two Western Union Money Orders for $100.00;s each.I used these money orders to pay toward an assumed bill and sent them in to the financial company on August 17, 2015. On August 21, 2015, that financial company sent them back to me unendorsed stating; "My balance was paid in Full". Since the money orders were properly filled out to the financial company, I took them beck to the neighborhood store in an attempt to cash them in. On August 23, 2015, a female clerk at Customer Service tried to send them through,with my drivers license and Social Security number, but they were declined, with clear or distinct reason. I was told to take either to any bank or check cashing service. I told the clerk I did not think this would help and asked again why was she not able cash them exactly.She gave a receipt to call Valid Systems to find why. I call Valid Systems several and got the same response and same reply to go to either a bank or check cashing service; and again not given an exact reason for decline. On August,26,2015 I go back to the store and again I go to the store in question. This time the clerk it is now HEB policy that 30 days it's not possible to cash the store. At this point I am very frustrated but not making scene and ask to speak to the Mgr. She left to go and get the Mgr. and for awhile looked for this so call policy but never produced it. After a few minutes, she attempted sent the money orders through again and again declined and the recommendation to either a bank or checking service. I by now became even more frustrated but I calmly left. I told her and second female clerk, that this not the first time I have bought money orders and in "good faith".

Desired Settlement: I would like for HEB to refund me for the two money orders, minus the service charges and any time lapse fees.and

Business Response: Currently working with Check Services team along with our Valid contact to find out the reason for the decline to cash money orders. will follow up with customer once additional information is gathered. 

Consumer Response: 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, so far at this time. The currently has not been resolved, the message from Company only it working the issue to date. I still await a completed response. 

Regards,

******* ****

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a snack tray with crackers cheese and grapes. After eating the grapes I notice it was mold on several of the grapes. I went to the ER the next day with Abdominal pains and a really bad head ache. I was later diagnosed with food poisoning.

Desired Settlement: I would like to settle outside of court.

Business Response: We will contact customer to gather additional information regarding this incident so the we may assist to the best of our ability.

Consumer Response: 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,

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

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase a pair of flip flops approximately one and one half weeks ago, the flip flops broke after merely 3-5 uses. I brought the flip flops to the store to return them as they obviously are of very low quality, and the manager informed me that he would not refund me my money after just 1 & a half weeks.

Desired Settlement: Refund the original cost of the footwear.

Business Response: I contacted *** ****** to gather additional information in regards to location and time of day of this occurrence as well as desired resolution.

Consumer Response: 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,

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

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the 2nd time I have bought HEB 10 count tortillas and there are only 8 - seems like they are cutting corners and defrauding the customers.

Desired Settlement: Please stop defrauding customers or get employees that know how to count

Business Response: We have shared this information with our Own Brand Quality team for their review and information.  We will reach out to customer to discuss desired resolution.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I love H.E.B and visit very often. On 5/25/2015 I stopped by H.E.B ** ***** ******** * ******* ** ******* *** ***** to buy crawfish. $2.99 for large (but they were actually small), $3.99 for jumbo (look like medium). So I bought a sack of crawfish for $58.xx ($2.99/lb) and other stuffs. My total spending on 5/25 6:00pm were over $80. I got home at 6:30pm, took them out to start washing and realize MORE THAN HALF of them were dead and the smell was really bad. Water was already boiled and marinated by my wife. Everything else was ready to cook. I had guests came over at 7:30pm so I had to do something really quick to fix the situation. I called H.E.B seafood department and asked for supervisor. I did see a no Refund sign but in this case the food (crawfish) was unacceptable and uneatable. I wanted to see what they would do to fix it. I told him that the crawfish is dead more than half. He said bring the whole sag back and he will refund the purchase. It was sad that I had to do it last minute like this and my guests were on the way.I brought the whole sack back at 7:00pm and it turned out the guy who talked to us was not the supervisor. They talked back and forth to come to the decision of what to do. After around 10 minutes they refused to refund as promised, told us to keep the sack of more-than-half-dead crawfish and gave us a gift card of $20. Done!It is not right, they told us to come back with the bag and get refunded but then they refused to do it. Its not about the money but about their credit and customer satisfaction. And if it is not solved I didnt bother to drive all the way to H.E.B again for $20, I would go to other market to buy crawfish first instead of wasting time here to get unsatisfied solution. I dont care who ever told us but they should be responsible for their products quality and what they told the customers. I understand some dead crawfish is acceptable but this is way too much. More than half were dead. With that kind of food they should throw away instead of selling to customers. And with this kind of experience, should I dare to come back to this store/H.E.B in general to shop (to spend the $20 gift card)?I didnt have time to argue about it because at that time my guests were already at my house. My wife made some entrees while waiting for me to get back. I went to Viet Hoa across the street to buy crawfish and took toll way home like crazy. Not a dead one in the whole sack. What a different. And their price was even cheaper (1.99/whole sack, 2.49/half sack). Viet Hoas crawfish was bigger and fresher. I am very disappointed at the product and the customer service at H.E.B. I had to apologize my guests several times for the delay. They asked me where I got my crawfish the first time. I feel bad to say H.E.B on ********.I couldnt do anything with the H.E.B crawfish besides throwing them away. So instead of discarding bad products, H.E.B had customers do it for them and they had to pay for it???? Is it fair and right?

Desired Settlement: Desired settlement:1. Get full refund.2. Bad seafood quality and still sell instead of throwing away.3. Customer service Department /supervisor failed to resolve the problem and customers satisfaction.

Business Response: Store Leaders and I are working together to come to a resolution that would be a win, win for us all.
We will be in contact with ******* *** ASAP to discuss desired resolution.

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: South bound on *** ** middle entrance for heb. The construction road is horrible filled with pot holes. Upon entrance. Our speed limit is 55 mph. As a caution driver we slow down; with bad weather at times harder visibility. And many large pot holes. Results our damage tires even in my own vehicle.

Desired Settlement: My family and friend our happy that HEB has come to our community n we shop their regularly. Hardly go to ******. My desire out come for your upper department address the entrance issue with many pot holes before some one get hurt in a accident. Please get together with the city and get it done. A tire may be replace but a family entering with a vehicle can be in an serious accident.

Business Response:

Store Leaders, Corporate Safety and Customer Relations are working together on Mr. *****'s concerns.  We will be in touch with Mr. ***** shortly to discuss resolution. Thank you  

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a loaf of HEB brand bread which, according to the lable expires tomorrow May 5, 2015. After having consumed most of the loaf, my wife discovered in the last few pieces what looked like animal and/or human excrements hidden between two of the pieces. Outraged, I promptly took the bread to the W. Alabama location in Houston, TX where I was attended by a Customer Services representative named '****'. She asked me if I wanted to get another one and I responded that I wanted a toxicology analysis done in order to verify what the mystery object was. She told me to wait while she called around the store looking for a man named 'Thomas'. After not being able to locate 'Thomas', '****' slammed down the phone and exclaimed '***** ******' which was audible to anyone within a 5 yard earshot of '****'. Finally, after several minutes, '*****' appeared and took my information, but warned me that she couldn't guarantee me that when they sent it for analysis that the store would respond. I informed her that I was a professor at Rice University and that I could take a sample there to be analyzed at the lab, whereupon she told me it was not necessary. I was given a loaf of bread in exchange for the one I turned in, but I want the results of the lab analysis to be sure that the object was not toxic (my small children and my wife and I all ate from that loaf of bread). I also want to ensure that there were no harmful allergens. I want to receive verification that the object was sent for analysis and I would like to receive a sample of the object for my own external analysis to be performed at an independent laboratory.

Desired Settlement: I want the results from their lab and a sample of the mystery object found in my bread so I can conduct my own analysis.

Business Response: Our internal Quality Assurance Lab is currently in possession of this item for review. Mr. ****** is welcome to follow up with QA for a status update at ###-###-####.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the resolution to the external object complaint is satisfactory to me.  The other complaint with respect to the employee's behavior has not been addressed, or I am unaware of the results. 

Regards,

**** ******

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A few days ago I went to the HEB of College Station to return an umbrella I had bought before. The cashier asked me to bring a new umbrella from the aisles so that she can check its price. Finally, she could not proceed the returning process and asked me to bring back the umbrella next day to return them. Surprisingly, while I was leaving the HEB, one of the worker stopped me and accused me of grabbing the umbrella ! His behavior was not proper at all and insulted my personality seriously. Eventually, he got the umbrella and told me to come back tomorrow to proceed the process. It was not the first time that I get insulted by the improper behaviors of this guy and hope that my complaint will help to solve this issue.

Desired Settlement: I don't know exactly what to do to settle this issue. Maybe an apology and a gift cad could be a good solution.

Business Response: Spoke to Mr. ****** regarding his experience at our TX. Avenue College Station location. Concern has been addressed. Thank you

Consumer Response: 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,

**** ******

5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a cake online and cancelled the order because I didn't order the right size for party. I re ordered the cake again, and was charged twice for $28.98 for a total of 57.96. The date I ordered the cakes was on Tuesday April 14th to be picked up on Thursday April 16th. When I went to pick up the cake not only was it not ready the baker had no knowledge of an cake order. So I was forced to pick a ready made cake from the display for my daughter 3rd birthday party, which I had to pay for yet again in the store. Today I'm currently on the phone with customer relations, the lady on the phone told me I couldn't possibly put in a cake before even asking for my confirmation number then she put me on hold for 25 minutes never to come back to the phone. HEB employees are extremely rude when I'm simply trying to get a refund for a product I didn't receive. I will NEVER and I mean NEVER shop at HEB again, not even for a stick of gum!! I will try to call the non customer relations department again until I can get some type of help

Business Response: I followed up with Ms. ****** today to make sure things have been resolved to her satisfaction. Unfortunately, I had to leave a vm but invited Ms. ****** to contact me if she would like to discuss the desired resolution as well as her experience any further. 

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Central Market in San Antonio, Texas consistently fails to stock enough items on there shelves throughout the day, particularly organic items. I am constantly disappointed with this store's lack of available products. For example, this evening (3/12/15), I needed Stonyfield organic, non-fat plain yogurt - sold out! I also needed CM organic, frozen Mediterranean vegetables - sold out! How about Pacific organic chicken bone broth? - sold out! This situation is NOT atypical. I always leave the store without something I came there to get. You know a store is poorly managed when the products that are the most popular are consistently absent. I have told numbers of employees, from stockers to managers and on web-site comments, that this store needed to carry more of the items that customers want. So far, those efforts have fallen on deaf ears.

Desired Settlement: Improved availability of items on shelves during the entire time the store is open. Improved availability of organic items, including produce, during the entire time the store is open.Better response to customer issues concerning the consistent availability of products for sale.

Business Response: Our Central Market Leadership team is currently reviewing the details of this complaint and will be following up with Mr. **** shortly.

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE: Harmed by bad quality control, specifically, Tilapia fresh fish FILLETS purchased on January 12, 2015. No less than 25 to 50 each TINY 1/4" length fish pin bones were not removed in the filleting process, resulting in my ingestion of at least 6 each to 12 each of these tiny bones, requiring out of pocket medical payments and loss of productivity time, not to mention the anxiety resulting from the stabbing pain in my throat day and night for weeks afterward. I've since fully recovered and I have personally visited and spoken with the director of this store location on two separate dates and I've also visited and spoke with the general manager there once. I have been ignored with silent contempt when I twice Emailed the H-E-B Product & Data Analyst/Claims Supervisor in San Antonio, Texas where I have made it perfectly clear that I seek a relatively very small compensation to cover my out of pocket medical costs and time lost, to which I did include the pertinent information with my requests. I pray that this large corporation will stop ignoring my requests and step up to plate and take care of this relatively small claims issue, otherwise, I believe I will have no choice but to seek an audience in a local court of law with the H-E-B parties involved.

Desired Settlement: I seek monetary compensation in the amount of at least $685.00 This amount is calculated by my actual out of pocket medical expenses and my amount of time in hours spent at medical facilities at the rate equal to my hourly salary.

Business Response:

This is issue is ongoing between  Mr. ********* and our H-E-B QA/Risk Department.  From what I understand Mr. ********* has been in contact with Vivian in our QA department, she is his point of contact moving forward.  Once Risk Solutions/Quality Assurance is involved they take ownership and Customer Relations is no longer involved.

Consumer Response: Complaint: ********

I am rejecting this response because:


If the customer relations Q&A representative in San Antonio, Texas will accept their needed release form filled out, signed and witnessed by their customer service department at the referenced store of business then we can close the book on this small claim.

The current proposed settlement requires the filling out of this form be witnessed, signed and notarized, along with copies of ID documentation which would all make sense if this were a $685,000 settlement, but not for only $685 dollars. I take this as an insult and slap in the face to ask this much more of my time along with notary costs, especially since my intentions since the beginning have been (and still are) to be reimbursed at the very minimum for this unwanted experience and not get into litigation suit motions.


Regards,

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

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was returning a energizer battery charger and batteries, and we could not find the receipt for the batteries but did have the reciept for the charger.I asked the customer service clerk if there was anything they could do to help us, and she called over the manager ******. I explained my situation, and he very rudely told me that without a receipt there was absolutley nothing he could do.I asked for the store managers name and contact info, and he wrote down the main store number and the name ******, and walked away.

Desired Settlement: I would like the store manager to call me and explain HEB's return policy, and perhaps help out a longtime customer.

Business Response: I have emailed Mr. ********** to gain additional information regarding his visit to H-E-B that would assist us in resolving this matter.
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3/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I live in Las Vegas NV, yet my debit card was used at the below stores. I called the store to report the problem and have the charges cancelled and was not helped. This is THEFT and what type of store employs people who will run a charge card without the actual card? A thief! Over $400!!!!!!! HEB #425 - 1 charge HEB #465 - 3 charg

Desired Settlement: Corporate acknowledgement of issue.

Business Response: Thank you for bringing this matter to our attention.  I forwarded the information you provided to our Corporate Compliance/Privacy Office and it is strongly recommended that any person with inquiries concerning credit and debit cards allegedly being compromised at one of our stores immediately report the loss or theft of their card or number to the card issuer and law enforcement as quickly as possible.  We can also suggest contacting any of the publically available sources sponsored by the federal government such as: 
        
Federal Trade Commission (FTC) “Identity Theft” resource webpage
available online at: http://www.************.gov/features/feature-0014-identity-theft
        
Federal Trade Commission (FTC) “Lost or Stolen Credit, ATM, and
Debit Cards” resource webpage available online at: http://www.************.gov/articles/0213-lost-or-stolen-credit-atm-and-debit-cards 
      
******* Financial Protection Bureau (CFPB) “Four steps you can
take if you think your credit or debit card data was hacked” available online
at: http://www.***************.gov/blog/four-steps-you-can-take-if-you-think-your-credit-or-debit-card-data-was-hacked/

Consumer Response: Complaint: *******

I am rejecting this response because: What action is HEB going to take with its stores on using credit/debit card numbers without the card being present.

Regards,

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

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, to whoever it may concern. My name is **** ******, i bought a vanilla reload card at a local heb store. The adress of this store is 500 w canyon ridge austin texas 78753. I bought this reloader card and loaded it with 400 dollars, in the intent of giving it as a gift. About 1 hour after i bought the card from heb i tried to use it. It kept telling me that there were no funds in it. So i thought it was no big deal since the employee at heb told me if i had any problems with the card to come back in and also knowing that this happened in a matter of 1 hour. Thats what i did. I brought back the card and my receipt of purchase, i explained to them what had happened. I was very clear when i told them i still didnt even scratch the pin on the back of the card. What the same employee told me is that the funds were already reedemed. I explained to them that it was impossible to redeem the funds without even knowing what the pin is. They kept taking me in circles and circles. I was there for about 2 hours arguing with them about this. I already talked to the card provider which is vanilla, i already filled a complaint with them and they told me that heb should be responsible for this. That they should know where the money is at if they are the ones who took my money. Now 400 dollars to me is a lot of money which was going to a good cause, ive literally been saving up this money for months, just to see heb play with it like if its nothing. I really need my money returned or another card or something. This is really unfair to me, a person that works hard for what they have. I already filed a complaint with my bank as well and they pointed to heb as well. I hope this can get resolved very quickly.Ive been a customer of heb for 10 years never has something like this happened. Please help. Thank you have a great day.

Desired Settlement: i just really need my funds. Please anybody help me.

Business Response: We have contacted this customer for additional information on the card in question.  We will investigate further and follow up once we figure out what has occurred.

Consumer Response: 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,

**** ******

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello my name is **** ****** on Tuesday 3/3/2015 I went to an HEB store located at 500 w canyon ridge drive Austin TX 78753 I went there around 12:52 to purchase a vanilla card with a credit of 400 dollars total, it was going to be a gift for someone, everything was good until the point to were I tried to use the funds. After 30 to 40 minutes after my purchase at HEB the funds from that card disappear I was really confused and not happy not knowing where my money had gone within that time. I called vanilla customer support to try to understand what had happened to my money, after talking to them they told me that the chance of me getting my money back was from slim to nothing, that did not make me really happy after talking to them on the phone for a little bit they asked me to contact HEB because in a way they were the last person to have my money they also asked me to contact my bank so I did, after going to my bank my bank also asked me to contact HEB because once again they were the last person to have my money. I went back to HEB to see what had happened to my money because out of nowhere my money was gone and I'm not really happy with that we all work as hard for our money and I don't think is fair that within 30 minutes I lost 400 dollars when I was at HEB I asked for a supervisor but they had told me that there was no supervisor working at that time, when I was telling the employee at HEB what had happened they told me it was none of their business that my money was gone I asked them to point me to the right direction for me to file a complain and they had told me that there was no complain department for HEB, that did not makes sense to me after talking to them for a few minutes and them giving me the worst service I have ever had at a HEB store they told me that they couldn't do anything because it had nothing to do with them, so at this point my money is still gone it's nowhere to be found HEB did a horrible job by not helping me. I've been an HEB customers for over 15 years and I had never been mistreated so bad by the staff until now. Me and my cousin **** ****** bought these cards for a gift ****** has contacted my cousin and she's working with his case our complaint with vanilla is under the same complaint ticket number. She's at the San Antonio facility

Desired Settlement: All I want is for you guys to help me get my money back because I still don't know where it is, and I really need that money back as soon as possible **** ******

Business Response: We have contacted this customer for additional information on the card in question.  We will investigate further and follow up once we figure out what has occurred.

Consumer Response: 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,

**** ******

2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Wednesday, January 7th 2015 at around 6pm I was at the checkout lane #9 trying to complete my purchase when 5 items in my cart rang up for a price that was not that which was displayed. Specifically, Monster Energy Ultra 4 packs were on the correct shelf, and priced at a $1.86 for the four pack. The label was on the shelf where the items were located and the items were located beside other items which were also 4 packs. The store would not honor the price for $1.86 per 4 pack and instead charged me $5.96 for the single 4 pack that ended up purchasing. The labeling for the item was clear, and the item was on the correct shelf but the Store Director, ***** ******, refused to honor the representation on the shelf. He insisted that the items were mislabeled and would not honor the price. On Thursday, January 8th 2015, I contacted HEB corporate and sent them pictures of the shelf, and my receipt via e-mail to customer.relations@heb.com after speaking with Wendy in customer service at the HEB customer service number. She insisted that the Store Director should have honored at least 1 of the items which he claimed were mislabeled and that if he wanted to, he had the discretion of honoring the price for the remaining four 4packs that I did not end up purchasing. I then spoke with ******* ********* on Friday, January 9th 2015 who is the ******** ** Regional Operations and he questioned me as if though I had done something wrong. Specifically, he asked me whether I had put the label on the shelf to mislead the store management. I asked him if he had pulled the video footage of the day in question and he said no. I then asked him to please stop insinuating and assaulting my character without first looking at the video footage that he has access to. In the video, it is clear that the shelves were not altered by me. After I got off the phone with Mr. *********, who also felt that the Store Director ***** ****** should have sold me at least 1 of the items at $1.86 even though he had the discretion to sell all of the items to me at the labeled price on the shelf, I asked to speak to Mr. *********'s supervisor. I am still waiting on a call from **** ****** who is the ******** **** ********* of HEB according to Mr. *********.

Desired Settlement: I would like to see the South Congress HEB store honor the $1.86 price for 5 more 4packs since that is what I was trying to initially purchase. I would also like the store to have their policy on mislabeled items represented clearly in the store at the checkout line or upon entry to the store so that customers can understand what the policy is and that it applies to everyone equally. This means that I would like for HEB to no longer give their managers discretion in these matters because of the ability of the system to be abused and community members to be treated differently than family members/friends of the managers. HEB is a strong member of the community and they should take every step within their means to make sure that the communities that they serve are not harmed by badly written and implemented policies and procedures. I would also like a written apology from Mr. ********* for being condescending, patronizing, and overall an unpleasant agent of HEB during his conversation with me. When it comes to dealing with customers, he should know better.

Business Response: I have followed up with the office of **** ****** and ******* *********.  I will be reaching out to Mr. ******** to discuss his desired resolution.

Consumer Response: Better Business Bureau:


I have reviewed the response made by HEB in reference to complaint ID ********.  After speaking with the business, I will notify the BBB whether or not I am satisfied with HEB's response and whether or not I wish to close my complaint.  


Regards,

****** ********
###-###-####

Consumer Response: Complaint: ********

**********
 
will you please reopen this complaint?  HEB never responded.
 
Thanks,
 
****** ********
************

Business Response: I have contacted Mr. ******** we discussed his desired resolution.  Per my conversation with Mr. ******** I followed up with an email to his personal email address. I will mail him a $30 gift card along with letter of apology and he should receive this no later than midweek.
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Consumer Response: Better Business Bureau:

I have received the $30 gift card, coupons and apology letter that I was promised by HEB as a resolution to this issue.  Mrs. *** ********* on behalf of HEB resolved this issue tactfully and professionally.  Had she been the contact person I had spoken with initially, the BBB likely would never have gotten involved.  

I hope that Mr. ******* *********, Mr. ***** ******, and Mr. **** ****** appreciate her stepping up to the plate and cleaning up their mess for them.  Otherwise, it is likely they would have been explaining themselves to a judge in court room somewhere about their business practices and overall attitudes towards members of the community.  

Unfair business practices are a serious offense and any member of the community with the means to combat such ignorance, has a duty to do so.  Thank you again to Mrs. *** ********* on behalf of HEB for managing this situation appropriately.

Regards,

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

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was accused of shoplifting while in this H.E.B. I was humiliated and thrown out of the store. My fiance called the store after I came home inconsolable and the same manager that threw me out of the store was rude and hung up on him. I then called corporate ti handle the issue and after 2 months and countless phone calls I still cannot get them to work with me, or even call me back at this point. I missed work and roller derby practice that day because of how upset I was and even though I both bank and shop at HEB I haven't been able to go to the store and shop for myself due to the embarrassment this has caused me. I am considering a lawsuit but I thought I should reach out to BBB first.

Desired Settlement: I origianlly asked for a written apology from the manager to myself and my fiance and couldn't get one. So I would like that and I would like to be compensated not just for missed work/practice but also for the time I have spent trying to get satisfactory results from them.

Business Response: There have been several attempts to contact Ms. ****** to discuss a resolution. 10/23/2014, 11/20, 11/21 4X and 12/7. Messages have been left by store leaders with telephone number to return the call. 

Consumer Response: Complaint: ********

I am rejecting this response because:
It appears that HEB is attempting to frame this as my being inattentive to their communications. This is not the case, as I have had multiple conversations with staff in customer relations at corporate as well as the actual stores Unit Director. I have patiently waited as they have gone through their discovery process with the hope of a satisfactory resolution. Unfortunately, it appears my patience isn't being rewarded. In my conversations with them, I was very clear in requesting that the manager who created this situation NOT contact me directly. He publicly humiliated me in front of a store full of customers and HEB staff and then when my fiance called in an attempt to rectify the situation he was rude to him and hung up on him. Speaking with him is not something I want to do, which I made very clear to them in requesting a written apology from him. Instead, I received 3 calls from him which did nothing but reopen the experience and feelings from the incident. No, I did not return his calls. Furthermore, I found their decision to have him call me an insult and highly upsetting. Making matters worse, my fiance called the corporate office on my behalf  on 10-26 and spoke to ****** (I believe that was her name) to advise them of the negative impact these calls were having on me and to ascertain why they would have him call me and why this hadn't been resolved. He was brushed off and told I had to call for myself. Despite my calling immediately after he hung up, I was unable to reach ****** and my call has never been returned. 

Regards,

**** ******

Business Response: We are initiating further investigation into this incident as the timeline of events doesn't match up.  We will contact Ms. ****** to discuss desired resolution once we have additional information. 

Consumer Response: Complaint: ********

I am rejecting this response because:

This is the second complaint I am writing to BBB. I initially filed a complaint against H.E.B. #211 late last year after I was accused of shoplifting and thrown out of their store. BBB was helping me solve this problem when H.E.B. responded back to the BBB complaint saying that they needed "time to investigate" the event. BBB e-mailed me this response and I was prompted to either reject or accept this response. Since it wasn't really a response to reject or accept I chose neither, and decided to wait for H.E.B. to finish their "investigation". Since I chose neither BBB wrote me saying that you would assume everything was worked out essentially and closed my case. Nothing has been solved, I still haven't heard from H.E.B. and I more upset than ever! I want this resolved now! 





I initially requested a written apology for both myself and my fiance. And after not getting one I asked for both the written apologies and compensation for the work I missed after the ordeal and compensation for the MONTHS of my time and countless phone calls, and now TWO complaints I've had to file.

Business Response: I attempted to contact Ms. ****** Monday at approx. 2:30pm at the number she provided.  I left vm with a message asking her to return my call at her convenience. 

Consumer Response: 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,

**** ******

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fueled at an Heb in Roundrock Tx. Decided to purchase a car wash at the pump by the time I filled up the car wash line got several more vehicles. Waited over 45 min. I had a prior appt and had to leave saw at the bottom of the receipt that the car wash expired 2/16. There is no disclaimer on the receipt that the car wash has to be used at that location. Heb locations all over Texas. Tried to use my car wash code back in Houston and was all ready used and that's when I was advised that the car wash is for that location.

Desired Settlement: Refund the car wash that was never used or a code so it can be used in Houston since customer service at the atascocita location were of no assistance ..

Business Response:

Customer will be contact and offered an apology for his experience along with desired resolution.

Consumer Response: 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,

*** ********

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did grocery shopping at HEB store in Katy TX (6711 South Fry Road, Katy, TX 77494) about two weeks ago. I didn't get any banana in my grocery bags but the cashier included the item of "banana" in my purchase receipt. When I filed a complaint to BBB, I received a phone call from HEB Customer Service in San Antonio and their representative told me over the phone that she will send me a $5 HEB gift card as refund. It has been over two weeks but I have not received the $5 gift card from HEB yet.

Desired Settlement: I request HEB to send me the $5 refund (either check or gift card) immediately.

Business Response:

We will research why refund has not been received and resolve ASAP.

Consumer Response: Complaint: ********

I am rejecting this response because:

Dear BBB Officer,

So far I still did not receive the $5 refund (gift card) from HEB yet.
As their representative called me and promised to me that they will send me a $5 gift card as refund in December, 2014. But unfortunately, it never happened.

I must request HEB to send me the $5 gift card or refund check immediately without any further delay.

Regards,

*** **

Business Response: Gift card as well as a gesture of goodwill will be sent to customer ASAP. Please accept my apologies for the delay.

12/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just moved here from NICEVILLE FL. Eglin afb, I shop at Heb,because it is closer to the house. The commissary is too far for the drive, to get groceries. I have been married for over 31st years,and have never been Turned down for service. My bank is Eglin Federal credit union, I have a local address on my checks and phone number on them. I can't bounce any checks, due to my husband has a security clearance , it effects his job. I went grocery shopping yesterday (22)dec. I proceed to check out, wrote a check,she took my drivers license number, it came back denied. I called the stores check number, they told me that, it wasn't anything against me. It had to do with my check. Heb has singled me out,to where I can't do any shopping there. This is a military town, do they single them out as well. My driver license is a Florida number. We need other grocery stores,that will accept my business with them.

Desired Settlement: I want the explanation on why I can't shop there anymore. Why they singled me out personally.

Business Response: We are researching Ms. ****** account.  We will reach out to customer once situation is resolved and/or if we need additional information for our review. 

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to HEB Grocery in Katy, TX (**** ***** *** ****, Katy, TX *****) for grocery shopping tonight. When I checked out the purchased items in station #** (self-check station), somehow the scale didn't work for the green beans I got. Then the sales associate (her name is *****) in the central station asked me to take all the items to the central station. However, their station had issue again. This time the sales associate (*****) asked me to move to the self-check-out station #** and then she scanned everything for me. However, there was one of the items (Yellow Bananas) that she didn't put in my shopping bags. When I got home, I found that she didn't give me the bananas but still charged me for the bananas.

Desired Settlement: I request HEB to refund me for the bananas which I paid in my purchase receipt but their sales associate didn't give it to me.

Business Response: Contacted customer and discussed desired resolution.  Case will been resolved to customers satisfaction.

12/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I went shopping at this HEB Sunday morning, 9AM, November 23, 2014. At some point, we were looking to purchase a ham for Thanksgiving. Adjacent to the HEB hams, there was a second case of hams, the large sign at the top read "Low Price - $2.99lb" as I started going through these hams, I noticed that the tag attached to the ham - with the price on it - had a per pound price of $3.29lb - I checked every ham in this case - and they ALL were tagged with a per pound price of $3.29lb. I moved to the last case, it had a large sign posted on top of the case, "Low Price - $1.99lb".. I picked out a ham and again noticed it was mislabeled - it had a price per pound of $2.29 lb - again, I checked every ham in the meat case, and ALL of them had the incorrect price per pound on them. We notified the meat dept employee nearby, he looked at it, and said "oops" - pick out a ham and I'll get it to you for the correct price. After we had done so, I noticed that there was a $5 - $6 dollar difference in price. I remarked to my wife that this ad, with these prices went in effect the previous Wednesday and that if this was the case, HEB has been overcharging every ham they sold from these two cases, by $5-$6 average, all day Wednesday, all day Thursday, Friday and Saturday. We went back before we checked out to look at the hams and see if anything had been done to correct this - nothing had been correct. On Monday, I went to the HEB website and notified customer relations. Wednesday, November 26th, I received a message from ***** at that store.. I returned his call at 4:30 PM, over 5 hours later, at 9:45PM, he returned my call. He simply read my complaint out loud and then asked what I wanted him to do about it!!!! I was flabbergasted by his attitude!!! I told him an apology would be nice, and his reply to me, and I quote, "I am sorry you feel that way" when I advised him that this wasn't an actual apology, he repeated his mantra and said he hasn't bothered to investigate this situation!!!

Desired Settlement: I think the HEB company should issue a public apology for overcharging for hams. If the ad went out Wednesday, and assuming they did in fact fix it Sunday, they overcharged everyone who bought one of these hams for more than 4 business days at a (guesstimate) of $5 - $6 per ham, potentially a huge number of customers seeing its a holiday and its accompanying increase in sales. Furthermore, I think ***** should issue an actual heartfelt apology and receive intensive customer service training

Business Response: I'm working with store leaders to investigate Mr. ******'s concerns.  A message/vm has been left for Mr. ****** by our store leader to discuss and resolve this situation.  We are waiting to hear back from this customer. 

Consumer Response: Complaint: ********

I am rejecting this response because:  The company has not made contact with me yet.  I received a voice mail from "*****" who identified himself as the food director - not manager - for the first time at 4:45PM, Tuesday, 12/9 - he apologized for "less than great service" on the Sunday in question and said he wanted to speak with me about it - he did not leave a call back number - and I was at work!!!!!  He did not mention the original issue with the price of the hams, nor *****'s call on Wednesday, not on Sunday 11/26;  I received a similiar voicemail from "*****" the next morning at 9:30AM - again, same message, while I was at work - no call back number;  I received a third, and final voice mail from him Thursday afternoon, at 1:30PM, 12/11 - same message, no call back number, did not mention hams, prices or *****. In short, all I received were three voice mails from an unknown food director, not manager, apologizing for "less than great service" - no personal contact, no call back number, no specifics related to this case - all during my work hours.  There have been no message or phone calls since last Thursday, 12/6/14.  This not not acceptable in any way or shape!!!  Their feeble attempts are virtually worthless.

Regards,

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

Business Response:

Mr. ****** my apologies for the misunderstanding/miscommunication.  ***** is one of the stores top leaders, we use the term Food "Director" for top leadership and manager when we are speaking of specific departments e.g. ****** manager, ****** Manager etc. 
You are able to reach ***** at ###-###-#### please disregard all options the line will ring to the business center and at that time you may ask to speak to *****. Another option would be to email us at ******************@heb.com and provide a convenient date and time and I will see to it that it gets handled. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I will be out of state for the holidays - they can contact me anytime after January 5th.  My cell number is ###-###-####.  This complaint is by no means resolved and DO NOT close it until after I speak with them after they contact me.
Regards,

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

12/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Being a handicap person who almost died in a car crash a year ago and can not walk was humiliated by not only a store employee but also the store manager of the pflugerville and dessau by the name of *****. While operating an electrical car my wife struck a display that was being worked by an employee who snot only look bad at my wife but also harassed her by her mistake. When my wife after pure humiliation called the store manager by the name of ***** she also humiliated my wife even more by tell my wife that she deserved the way she was on a wheel chair. I am losing my mind that a store manager can be so dehumanized and insulting. I am at fort Sam Houston at the wounded warrior program in complete discuss and humiliation of the way not only for the treatment against my wife but also a woman that not only survived a car crash, that still attending social work appt for PTSD but also having to be away from my as a result of my inquiries. Thank you HEB for supporting my service and the one of my wife I am ashamed of your store and lack of humanity.

Business Response:

This has been researched and shared with Store Leaders.  Customer was contacted in November and resolved. 

12/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The problem is that return policies ARE NOT on display for HEB customers to read, they are on display at the customer service desk not facing the customers, but side ways where it can not be easily seen by customers. This morning I tried to return 2 (roses) plants and a pair of tongs at the North Newbraunfels st. location and I was told at the customer service desk by an employee named ****** whom also had an unnapealingly offensive attitude towardsme and my situation. She then informed me that their policy was: plants needed to be return within 30 days after purchase and then for the tongs that they do not carry that item at that particular store so they could not give me a refund for that either, the problem is how a customer is not informed of their return policies, since they were not on display. I had assumed that they didn't have return policies and that I could return any item and at any like location like Waltmart does. In conclusion, I asked to speak to the store manager and I explained to her that return policies were not on display and for that reason they should not inforce them and she agreed. The store manager directed the cashier to give me a full refund then left afterwards only refunded me the money for the plants and not for the tongs.

Desired Settlement: For the all of the HEB stores to display their return policies at the store entrance or cash registers where customers can easily read them and be informed.

Business Response: We are attempting to contact customer to gain additional information that will assist us in resolving this matter ASAP.

Consumer Response: Complaint: ********

I am rejecting this response because: I haven't receive no phone calls from them and the incident happen at heb on corner of New Braunfels and Houston and don't know exact address cause it was not visible either

Regards,

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

Business Response: I called Mrs. ****** and left a voicemail asking her to please return my call to discuss desired resolution and hopefully rectify the situation to her satisfaction.  

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

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

11/24/2014 Billing/Collection Issues | Complaint Details Unavailable
11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good afternoon. On Saturday, November 1, 2014 I arrived at this store at 6:30 AM to shop. I passed by the outside pay phone and noticed about a half dozen young men loitering in the dark by the pay phone. After shopping, I emerged from the store at 7:07 AM, and stood outside to wait for a taxi cab that I had called on my personal phone in order to return with my groceries to my residence. These young men were still in the dark by the pay phone, and, upon seeing my standing in front of the store and not proceeding to a car in the parking lot, they began a series of loud, profane abusive remarks. I emailed HEB but received no response. I requested that HEB periodically send a security person by that pay phone area, because the behavior of the loiterers was disturbing enough that I felt some concern for my safety and certainly was uncomfortable. I no longer stand in that pay phone area after I have called a taxi cab because it is just not always safe to do so. Once, in the past, a person walked by, fondled me, and made a comment. And, on another occasion, someone came by and became verbally abusive. There is no reason that HEB can not respond to my concern, and there is no reason why they can not both install a light to illuminate that dark corner and have a security person check it periodically.

Desired Settlement: 1. Illuminate the dark corner where the outside pay phone is; 2. Prohibit loitering by the pay phone (i.e., an employee in this store told me once that drug dealers used to use the pay phone by the courtesy booth in the store, so loiterers outside may be doing the same); and, 3. Have security personnel check that outside area periodically. Thank you.

Consumer Response: Better Business Bureau:

Subject: Complaint ********

 

Good evening. 

This complaint is resolved.  

The business, H.E.B., called me, I returned their call, and we discussed my

concern to satisfaction. 

Thank you for your assistance. 

**** *******

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I complained to HEB MULTIPLE times about its stores and they have ignored my requests for action. The first visit I was over charged because I had a coupon for a free product that the cashier did not use as well as an item that was on sale wrong up incorrectly. The same visit I purchased some bad Chinese that gave me food poising; $19. The second visit I bought merchandise that should have came with a $10 heb coupon but apparently the cashier failed to give it to me and when I went to return an item that was unopened the cashier refused as she "could not find it in the system" despite my having the receipt; 8.61

Desired Settlement: 37.61

Business Response: We are contacting customer to gain additional information in regards to store location and events described.  Once this has occurred we will work with store leaders on customers desired resolution.

Consumer Response: Complaint: ********

I contacted HEB with the information they requested and am awaiting their response

Business Response: A money order in the amount of $37.61 has been mailed to ***** *. per desired resolution.

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purshased a Moneir system Order from HEB. I went back a few days later to cash it and HEB refused to cash it. HEB stated that their system for for some unspecific reason was authorizing the transactions. Also HEB management told me to endorse money order to them and is now uncashable.

Desired Settlement: Would Like HEB to return my money.

Business Response:

We are contacting customer to gain additional information in regards to store location as well as the concern described.  Once we gather this information we will work with others in management to resolve per customers desired resolution.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a heb customers money load card .this was in November of last year I put it om my husband name ..as for I called customer service cause he had no social security number ....ok they said to send some identification that he had by fax .hes a Mexican citizen so I send a coipy of his drivers license an id from mexico with his picture and all that they send for me to send..i did that 7 times ..in the time I never got a card or a letter stating what was the problem..i called again ..they said send it again ..ok I send the same information 7 time ...I called last month omn july and talked to them and they said they would mail me a check for the amount of 20.00 dollars they haven't send anything ..I called again talk to the supervisor and he assure me he would send th e same day its almost September and still no check..this is customers number***********.....reference numberis...********...maybe you can help me in this matter ..its not the amount of money but the principal of the thing they lie ..whos knows how many mre people they have took money from n they haven't got their card ..I hope you can help me this ..im a heb customer ..most of my life but they need to have people that are honest in the things they do ...thank you ..***** * * ******

Desired Settlement: I want them to send my money n all the time I waited since November of last year ..thank you

Business Response: Additional information was requested from the customer in which she was able to provide.  We are diligently working to resolve this and will continue to update the customer as we work through it. We sincerely apologize for the disappointing experience and appreciate the opportunity to resolve our customers concern. 

Consumer Response: Complaint: ********

I am rejecting this response because:I have gave them more than enough time for this problem ..the think here is that they will delay it again n I won't get my money..I'm very concerned over this because I'm not the only person they have done this too.I want my money n the money for every month I have waited for this problem to get worked on ..I will go forward with this in a higher  level if need be! Thank you

Regards,

***** ******

Business Response: We've been working with ******** and have been able to retrieve customer history on this particular situation:

3/1/2014 – Card purchased for
$20, and attempted to register with SSN of ***** and name of ******. Because
information did not match, card activation failed.

4/11/2014 – Account was closed
because customer contacted ******** to request a refund check

4/17/2014 – ******** mailed a
$20 refund check to address provided by customer @ *** * **** *** ******** ** *****

6/21/2014 – Customer called and
reported check not received. ******** issued a stop payment on previous check
and requested new check be issued. Customer verified address on file was
correct.

6/30/2014 – ******** issued
second check to address provided.

….no further communication
history to ********

The issue may have been that card (and refund check) would have been in name ****** ***** ******* *********.
Address provided to ******** (and confirmed by customer) included only the address for her apartment complex, and did not include the apartment number.  Apartment complex would have received both checks that ******** issued and may not have know who to send them to.
******** does not have record that the checks were returned to sender.  We will verify that second check has not been cashed, then issue a refund directly to HEB location of card purchase.  When this is complete, customer can return to store to pick up $20 refund. 

Consumer Response: 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,

***** ******

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ******** prepaid VISA card from this HEB in San Antonio. The idea was to buy a gift for my spouse online without her being able to see what I spent (she watches our finances while I'm away as I'm active duty military). I was told by the HEB rep that I load the card through them and call and activate it "easy peezy." I was assured it was immediate and I'd be able to order what I needed ASAP without additional verification.Upon contacting the card company, they wanted my social, date of birth and fit me to send my social security card to them to verify my identity. They would then send an actual card with a PIN to me for use online in a two weeks. I don't even have a mailbox at my current military command, only home of record. Why would I jump through all these hoops for a PREPAID credit-free card? I have credit cards. I don't need a new credit card company. I told ******** I wanted to cancel the entire thing. I was informed that I had to see HEB to get my money back. I returned 30 minutes after purchasing the card initially only to be told by the HEB manager (******) that it's a dispute for ******** and not his problem. He was attempting to be helpful, but was rather condescending. I'm at my wits end. My job is stressful enough without having to deal with THIS. I want my money back. I'm a four tour combat veteran with many more deployments to come - I DO NOT HAVE TIME FOR THIS! I'm hoping this complaint will provide resolution. I want my 80 bucks back. The 80 bucks I earned in the mud and in the heat. Please fix this.

Desired Settlement: Return my money to me. I have the receipt. I have the card loaded with 80 bucks that I can't even use. Receipt amount is $83.95.

Business Response: We are working with Account Manager as well as store leaders to investigate the situation.  We will reach out to Mr. ***** to discuss desired resolution.

8/27/2014 Advertising/Sales Issues
8/5/2014 Problems with Product/Service | Complaint Details Unavailable
7/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $53.34 for Kobe boneless chuck steak that I did not purchase. It probably was swiped while I was emptying my basket at the HEB plus in Pearland, TX on Business Center Drive.

Desired Settlement: I have the receipt and the employee identification number. She needs to be fired for theft. I want $53.34 refund did to my account.

Business Response: Situation was investigated by store leaders.  Customer has been contacted and matters resolved to her satisfaction.

Consumer Response: 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,

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

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 1st. I bit into a rock that was in a can of HEB brand ******* beans breaking my back molar and losing half of a filling. Heb has been informed of this situation. I was contacted by someone in their lab that made no sense to me and kept giving me vague answers. I have tried to contact these people to send dentists bills and estamates to them . NOBODY has contacted me. In the meantime I still have a broken tooth that I have to save $ to get fixed.

Desired Settlement: To be contacted where to send info and where to file a small claims court case. Also the health department needs to get involved.

Business Response: I sincerely apologize for your disappointing experience. I'm waiting to hear from our QA Department on the status of Mr. ******** claim.  I will respond as soon as I receive an update.

Thank you,

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

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today ****s the day that I faced complete disappointment and disgust with HEB's management team via the team members they choose to hire. Per my weekly $275.00 grocery shopping routine, I visited the S. Zarzamora #36 store and was appalled about the mistreatment and public humiliation I received from the Loss Prevention employee, ********. My three-year old son needed to use the bathroom (whom is currently potty training). When we approached the woman's bathroom the restroom was closed, We proceeded to see if someone was still in there , when an unpleasant male "cleaning" the restroom rudely said , "I'm cleaning." I calmly attempted to keep my son calm within his tiny bladder and I pleaded to the employee to let me guide him in to use the bathroom because my son was going to have an accident. He said he was going to get his manager, at which I told him to do so but that my son really needed to go. He then proceeded to call the Loss Prevention employee, ********, rather than quickly finishing his work and drying the floor so customers could make use of. When ******** approached us he clearly expressed his dissatisfaction within his job or perhaps life. He spoke to us rudely, humiliated us and forced my child and I to leave the store. Yes, he threw us out. Mind you I had spent 1-hour collecting items in the HEB basket, but this did not matter one bit to ********. When I explained to him why we needed to use the bathroom he yelled, "I do not care if your son has an accident, get out of my store." He then proceeded to escort me out like if I had done something wrong, or have stolen. As I was exiting I asked for a different manager and **** approached us. He made sure I understood that he was not present and apologized. When I requested for ******** to apologize to my potty training toddler, **** responded "I am doing it on his behalf." Now I understand HEB has it's own hiring, training and performance review practices, however my experience today indicates that this is a failing area. Rocket science is not required to know and execute on treating others with dignity and respect specifically when customers allow companies like HEB maintain a healthy revenue cash flow. What am I requiring next? HR to revisit ********'s performance review ******** to apologize to my toddler, and myself HEB to compensate and deliver our groceries, which I was forced to leave behind Humiliated Customer, *****

Desired Settlement: I would like to add that my son kept apologizing for wanting to use the restroom and also asking y the man was mad at him for wanting to pee. Now how can a three year old child understand that he needs to go potty in the restroom when this man says he does not care if he has an accident and throws us out for using the restroom when it is being cleaned even though it was an emergency?

Business Response: I have shared this incident with our store's top leaders for further review and investigation.  Once this has been completed we will follow up with
Mrs. ******* to discuss desired resolution.

Consumer Response: 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,

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

7/16/2014 Problems with Product/Service | Complaint Details Unavailable
5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Visited store 05-03-14...finished my groceries and was waited by cashier who was presented to Customer as very cold...was ringing my items very quickly and ringed up wrong price for one of my items...explained that shelf had this price on and did not believe me so he had another male cashier investigate the price...I quoted the price but the cashier came back and actually item was on sale...the cashier ringing up items actually should have placed the amount on my receipt and should have credited me the difference...but he looked at me with a non apologetic look and stated what was the price you told me as he did not want to charge me for the sale item...I became frustrated and told him to take the eggs off my receipt and left...receive disrespectful actions from cashier that had to call following day on 05-04-14 and spoke with Manager *** who told me that she will inform MIC and other managers there and will write him up...gave her the name of cashier who was on my receipt...still not satisfied as he charged me for items that I have not purchased and did not know about this till after I arrived home...bad service from cashier

Desired Settlement: Velveetra Jalapeno Slices...$2.48HEB Yellow Corn Tortillas...$1.38Economax 16oz Bologna.......$1.25HCF X-Thin Whte Sandwich....$ .88

Business Response: Called customer and left a message explaining how I would like to resolve their concerns.  I am waiting for a response and if none is received I will be covering the cost of items listed in desired resolution via HEB gift card.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made this complaint to HEB over a week ago. I received an email that said someone will contact me in two or three days and I have not heard from them on this matter.On April 26 at 10 pm an employee that was collecting shopping carts intentionally tried to hit me with about 10 carts. I was standing outside near the door and he pushed the carts to the side and then he started to push them side ways into me I turned and saw that he was looking right at me and pushing the carts at me, I moved and he missed me by inches.I did not get his name but he is a ***** **** ***** man and he was wearing **********.this is very dangerous and I do not feel safe going to this store.I have also found some other employees there to be very rude, I have not been back to this store since.

Desired Settlement: To supervise your employees and make it safe for your customers

Business Response: Desired Resolution will absolutely happen!  I sincerely apologize for your experience, we are currently working with store leaders to review the events that took place on the date mentioned in this complaint.  Please be assured  corrective measures will be taken.

Consumer Response: 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,
***** ******

5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to a *** **s grocery store a couple weeks ago and purchased some items. One of wich were some dessert pecan rolls. that was distributed by heb san antonio. A couple days later after i had already eaten quit a few from the box when I noticed one of them had something in the package that was unsanitary. To be honest it looked like someone hair and scalp. Obviously some one with bad hygiene maybe scratched thier head or something in somehow it ended up in my food. I sent a complaint through heb san antonio contact us web site and i have yet to get any response. I expressed to them that i was concerned about the product and products that i'v been consuming from them because even though this was my first time purchasing items from *** **s this product was from heb and i shop @ heb a couple times a week and i also buy quit a bit of heb brand products.

Desired Settlement: I would like to be compensated for my inconvenience AND I FEEL LIKE THIS IS A MAJOR HEALTH ISSUE I WOULD LIKE TO BE ADDRESSED.

Business Response: We received Ms. ******* information Friday 4-18.  Ms. ****** was contacted 4/23 a message was left and we are waiting to hear back from her.  We will be working with our QA team to resolve this situation.

Consumer Response: 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 so far.However i will be axpecting to hear back from them with a follow up. 

Regards,

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

5/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Certegy is a notoriously unethical company that claims it has Artificial Intelligence in predicting a check writer's credibility. There is actually no validity or verification process, and they do not base it off of outstanding checks or negative check writing history. I have been embarrassed unnecessarily three different times for having my perfectly good check declined! Every time I call and verify that there are actually no negative history about me at all, but that they want me to join a membership program that actually gives them the right to access my personal checking account information (that they then sell to other agencies for profit) and then I will be allowed to write checks! This is nothing more than blackmail and harassment! How could HEB, a once outstanding organization, become involved in such a low and sleazy scheme? Whose idea was this to abuse and mistreat your loyal customers and then sell their personal information? Put their bank accounts and personal financial history at risk? Certegy was just recently fined 3.5 million for various FCRA violations, and more are coming! There are many advocacy groups that actively boycott Certegy associated organizations. I will be informing them to add HEB to that list!

Desired Settlement: REMOVE THE USE OF CERTEGY FROM YOUR STORES. I will not be shopping at HEB until Certegy is no longer doing business with HEB. I will shop at Whole Foods until that time.

Business Response:

I contacted ******* ****** this afternoon regarding her concerns about H-E-B using Certegy to verify checks written by our customers. 

Although we could not, at this time, honor her desired resolution to discontinue our business relationship with Certegy;  she agreed that she was satisfied by my contacting her and having the opportunity to voice her concerns directly to us. 

Thank you, 

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

Supervisor, H-E-B Customer Relations

###-###-#### 

3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/**/2014 at approximately 10PM I paid the attendant $25.00 cash for gasoline. I had problems getting the gas pump to start, the attendant told me to push a button on the front screen of the gas pump, and it started but only gave me $17.43 of gas. I told the attendant that the pump stopped early and asked him to turn it back on and give me the remaining fuel. He said that the pump put some sort of additive in my car and that he could not refund because it was already inside my gas tank already and I had to call the store. I contacted the store on Monday Feb ***, and again filed a complaint on their web site the following Friday and the company has NOT responded. I went there to get gasoline, the car is new and I did not need any additive, this is theft and deceptive trade practices- I was tricked into putting something in my car that I did not need and paying too much for fuel. Additionally my car lost power until I could run this out of the tank, and lost 3 mpg due to what ever the chemical is.

Desired Settlement: I would like my money back for the difference that the scheme took from me, and it would be nice if HEB in the future would ask if I wanted an additive instead of sneaking it in while I least expected it.

Business Response:

Our contact at Additech has contacted Mr. ***** in regards to his concerns and will be sending him a gift card to recover the additional money spent, per desired resolution statement. 

Thank you,

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

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

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought shrimp from a ***** ****** HEB, and tried to return it to a ***** ****** location.I was told I have to take it to the location I purchased it from, get an exchange, or take a gift card.I explained my printed receipt clearly shows I paid cash for it, and I would like to get my cash back.I just want my cash back from an HEB, and not have to drive across Austin to do so.

Desired Settlement: I want my $16.55 cash back from HEB.

Business Response:

Good Afternoon 

 

I called Mr. ********** at the number provided below, he did not answer.  I did leave a message asking him to return my call, so that we can discuss his complaint and desired resolution.

 

I will let you know the outcome once I speak to him.

 

Thank you,

 

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

2/11/2014 Problems with Product/Service | Complaint Details Unavailable
12/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: HEB is notorious for advertising a very low price then when you get to the checkout they limit the amount you can purchase. The issue today was .88 per lb turkeys. The ad in the paper had no ad for the turkey's and the ad above the 20-24 lb turkeys said .88 per lb.. There was no sign above those turkeys stating one per customer. When I told the manager that, she took a sign from above turkey's down the cooler and said that covered all the turkeys. She then said she got the sign from above the 20-24 lb turkeys. I told her she was lying and that I was going to report the false advertising. As I was trying to take a picture of the sign, she tried to place the other sign over the original sign. I blocked her arm from doing that and got the picture of the sign.

Desired Settlement: I would like a phone call and an apology from HEB and the assurance that this type of deceptive practices will cease.

Business Response:

Good morning  

In regards to case # ******* for Ms. *** *******, I'm working with our Gulf Coast Regional team as well as store leaders to resolve this case.  Our Regional Director of Retail Operations has attempted to contact Ms. ******* with no success.  Our DRO will continue to contact this customer.

Thank you 

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

H-E-B Customer Relations Supervisor

###-###-####

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I pointed out that some produce didn't look healthy. The product was cucumbers that were too dark in color and were oily and very sticky like they were soaked in oil. I understand that wax is usually use to make them look fresher and shiny, but these were not waxed. They were dull , very dark and sticky like motor oil. I gave one to the front manager and all that was done was it was thrown in the trash when she told me it would be looked into. This was my second attempt to get someone to have a look into why these looked so awful. First person was a produce person who had no remark as to why. Just said "Oh" and left it at that. How am I to know they aren't poison by some non food additive( like motor oil, WD40, etc), since there is no label saying who has checked the quality of the produce on the shelves.

Desired Settlement: That all produce have a seal of safety from an agency not associated with stores or producers of fresh foods. Locally, not a million miles away checking 1 item out of a million.

Business Response:

Case #*******:

******* ******* – I’ve reached out to Mr. ******* to gather more information, waiting to hear back from him.  In the meantime I’ve shared his concerns with our produce procurement dept. for

their information and advice.

Thank you, 

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

H-E-B Customer Relations Supervisor

 

###-###-####  

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought two cases of HEB Light Yogurts which had gone bad. My daughter and grand daughter had some in the morning before going to school. Later I opened one and it looked weird, it had bubbles and tasted very bad. We opened the other package and it was the same. I went to the store to let them know because they were not expired yet. They told me to go to the back, check them, and take some different ones home. A gentleman went with me and started opening them and they were ALL bad! He called the manager but he said he was too busy. I walked to the front to find the manager because I wanted a report made. When I found him and told him what happened, he yelled... WE DON'T PAY MEDICAL BILLS! This was very rude because I did not ask for any medical money. All I wanted was for him to make a report. I asked for his name and he rudely replied again... DON'T WORRY ILL GIVE YOU MY NAME BEFORE YOU LEAVE. He wrote down the information forcefully on a yellow sheet of paper. He refused to make a report. He was the ** of the store: **** ********. A manager like him makes a store lose its good reputation. He has no customer service skills and assumes I was there for money! I wanted him to know of his yogurts before more people bought them and became sick. Instead of being grateful he was rude to his customer. I wanted to report this because its a health issue. Had I not opened the boxes, they would not have noticed becuase they told ME to open them but I got an employee that was around to witness it. I could have left and they would keep selling rotten yogurts because they did not take it seriously. Also, the ** was very unprofessional assuming people want money, and did not properly fill out a report.

Desired Settlement: We just want a copy of the report made. We want to make sure that manager makes a proper one and understands that is no way to treat a customer. That HEB has a very good reputation that could be torn down with him. He should also stop assuming people want money. Nobody is out to get him. We want to feel comfortable enough that next time we get something rotten again, we will not be treated that way.

Business Response:

Case #*******:

***** ***** – I’m working with our QA department as well as our store’s top leaders to get the information (desired resolution) Mr. ***** has requested. 

 

Thank you,

 

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

H-E-B Customer Relations Supervisor

************  

12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was overcharged for ******** ******* for several years. I recently learned that two inhalers are considered a thirty day supply by my insurance (******** and *****) Every time for years i was given one inhaler but ******** was charged for thirty day supply, or two inhalers. An audit required HEB to refund ******** for the over charge. I was overcharged $312 over two years because of the copay ought to have covered two inhalers but I was given only one. HEB manager ******* refused to make any adjustment to my benefit. The appropriate way to have handled this was to have informed me and/or my doctor so that I could have received two inhalers for one copay. Or the copay could have been waived every other month. I use Proventil inhaler every day and follow my doctor's instructions.

Desired Settlement: the over charge took palce over five years. I asked only for two years' refund

Business Response:

I have been in contact with our Pharmacy Marketing Team.  They will contact and resolve this unfortunate complaint to Ms. *******’s satisfaction.

I did contact Ms. ******* personally to gather more information, so that we can resolve this matter ASAP.

Thank you,

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

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

Consumer Response: Complaint: *******

I am rejecting this response because:I don not wish to pay long distance charges to Ms. ********* to discuss this.  I have not received any offer to make amends of any kind.  Heb has my emial address and phone number.  ************  **********************.  the person who did call me had NO information about my complaint.

Regards,

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

Business Response:

*********,

HEB has contacted the customer and the requested refund has been issued.

 

Thank you,

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

 

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

 

11/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: For 2 weeks in a roll HEB has advertised the Basic 36ct. double rolls for 4.97 with store coupon, no limits. Store refused to honor price for last week or this week

Desired Settlement: I would like four of the 36ct basic double rolls for 4.97 each

Business Response:

I spoke to *** *********,  we discussed the concern she had in regards to the store not honoring ad prices as well as the time it has taken to respond to her.

She was very understanding and I was able to resolve this to her satisfaction.

Consumer Response: 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,

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

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HEB sold expired Seafood Ravioli to me on July 11, 2013. I purchased a box of ******* Seafood Crab Ravioli. The lot number was ******** and it expired July 08 2013. After almost serving it to a child, and ingesting some which made me feel sick, I realized the product had already expired. When I phoned manager ***** at HEB, all she said is that if I return I receive a credit. I told her that I didn't have any intention of returning anytime soon, but she kept saying the same thing like a broken record without any apology. I do not feel that I should have to return and use my gas mileage to receive a credit and apology for the product when it is THEIR FAULT FOR NOT CHECKING EXPIRATION DATES ESPECIALLY ON SEAFOOD! This is the second time I have had to return a defective product to HEB. Management is poor and their responses are always smug on the phone.

Desired Settlement: I do not intend to return to HEB anytime soon. I want my refund mailed to me asap. Check number was **** **** **** **** **** *** which is already stored in their computers. It was Seafood Ravioli.

Business Response: I called the customer to discuss her concerns and had to leave a vm.  I will be happy to provide a refund to replace the expired seafood product purchased at one on of our stores.  Please excuse me if I missed it but i could not find a store location.  *** *** **** at your convenience would you please provide this information so that I may follow up with the appropriate store leaders.   Thank you 

7/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I selected 3 packages of pork ribs for purchase which were marked 1.97 per pound and when i reached the checkout was told that unless I purchased $10.00 in other items the price would be $3.97 per pound. The items were marked with only one price with no mention on the packaging about the $10.00 purchase requirement. If the condition were not met the consumer would automatically be charged the higher price. A price more than double the only price marked on the item.

Desired Settlement: HEB should honor the price on the product, many other supermarket chains list a regular price and a member price. HEB could stop this deceptive practice and mark items with a regular price and a promotional price if they chose not to honor the price marked on the item.

Business Response:

I attempted to contact *** ****** by phone.  I left a vm requesting additional information, which would allow me to research the advertising issues he submitted.     


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