H-E-B

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

Revdex.com:
I have reviewed the response made by HEB in reference to complaint ID [redacted].  After speaking with the business, I...

will notify the Revdex.com whether or not I am satisfied with HEB's response and whether or not I wish to close my complaint.  
Regards,
[redacted] ###-###-####

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

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

There have been several attempts to contact Ms. [redacted] 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.

I have purchased your COOKED HAM weekly for the last 2-3 years, it is a family favorite or should say it WAS. You switched to FUD brand and it is disgusting, won't feed it to my dog. Go back to the good stuff which I believe was Hill Country . I bough a pound of FUD and threw it in the garbadge. If I could give it a minus rating I would

Review: 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.

Review: 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 [redacted] 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 cashierDesired 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.

Review: I tried to make a return to an Heb on [redacted] and was told I had to go to the original HEB and I had receipts. I went to th HEB on [redacted] and was denied also. I called and spoke to store manager [redacted] and was told to return to the HEB on [redacted] and maked the return. He said that if he was not it to ask for [redacted]. The entire customer service business cnter staff was rude and [redacted] told me she was refusing my refund no matter what [redacted] said. I asked her again if she was refusing what I was told to do and she said yes. I am small woman and she calld security to come even though I had done nothing wrong except ask her to honor what [redacted] said and I still had my 2 receipts with proof of purchase. That side of town is not very popular but I dont think she realized that I have a nice home in windcrest. and I am not a theif. which it seemed her reaction was racial to me. I feel as if I was not black or if she knew that my husband was very high ranking military and I have no reason to try to con her. especially with a receipt in hand that things would have gone differently. I am so embarresed I will never go to that HEB again even though it is around the corner from my house. She did a good job of losing a good customer over shampoo and conditioner that was marked with an HEB sticker and was on the receipt.Desired Settlement: I want a full refund or giftcard or whatever. this is not about the money this is about the store manager asking me to return to the store and ask for [redacted] if he was not it in. And she would make sure it got done there. And [redacted] told me in her own workds that she refused to honor whatt [redacted] said.

Business

Response:

This has been forwarded to store top leaders for follow up and resolution. Store Leader from [redacted] location will be contacting Ms. [redacted] shortly

Review: 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. [redacted] shortly.

Review: Hello my name is [redacted] 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 [redacted] bought these cards for a gift [redacted] 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 facilityDesired 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 [redacted]

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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I'm compelled to report that the HEB located at [redacted] San Antonio Texas. Discriminate against African American customers, I was profiled and followed in the store on several occasions. This is open and blatant. Discrimination date 03-05-15 2:29 pm Manager Mark.
HEB management has failed to correct the problem after I complaintedon several occasions.
Francisco V
San Antonio, Texas [redacted]

Review: HEB sold expired Seafood Ravioli to me on July 11, 2013. I purchased a box of [redacted] Seafood Crab Ravioli. The lot number was [redacted] 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 [redacted] 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 [redacted] 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. [redacted] at your convenience would you please provide this information so that I may follow up with the appropriate store leaders. Thank you

I have returned food perishables before at the HEB Odessa, TX business center and the clerk was friendly and happy and kindly refunded me my money back. Well today a worker behind the counter named TRACY was ignorant of the return policy when I tried to returned unopened brand new food that I had just bought that morning told me that they don't accept food perishable returns, because they don't want to accept food that customers take home and you don't know what they do with them. I advised her that I had returned food there before. I also told her other stores such as Costco, Walmart, Target accept food returns. She told me, "well they shouldn't' and refused to do my return. She said she talked to her manager and he told her that FOOD RETURNS are not accepted. What I was returning was 3 lunchables that were clearly never touched and proof with receipt that I had just bought them that morning. I was returning them because I didn't realize I still had some at home and didn't need any extra. I came home irate, made to look like a fool. I went on the HEB web and it states most returns are accepted. So I called the HEB customer service line and the representative was very kind and apologized to me because she said that FOOD returns are accepted and there should have been no reason why TRACY and her manager had denied me my refund. So I called TRACY back at HEB Odessa and she answered me with an attitude stating that was what her manager told her and that was what she was going to do! I advised her that I had contacted HEB customer service and told her that returns were allowed and she was wrong. HEB customer service said they are making a file on it and will be contacting HEB Odessa to make TRACY and her manager aware that they were WRONG and that they should have accept my food return!
The HEB at [redacted] March 23, 2015 , girl working the shift at 12:30pm named TRACY.

Review: I went to HEB Pharmacy in Seguin, to fill a prescription and pay cash for it, because I knew my insurance would decline it knowing it was a few days early. See we are going on vacation to Wyoming and some cousins of ours have offered to take us on this one in a life time hunt for free! So, when I went to pick up my prescription I was told it was too early. Now we were planning to leave Tuesday June 25, 2013 and my refill should have been made on the 30th. Now, because they decided to snoop into my business and find my insurance information, we can't go on this Elk hunt of a lifetime, cause we're gonna be up in the mountains a 30 minute car drive and another 35 minutes on horseback to get to our camp spot. We were suppose to come back on the 7-9th day of July and I would run out of my required medication for over a week. Now our family trip is ruined! My kid's are heartbroken they hadn't seen their cousins in about 5 years or more. I am so disappointed and feel that my privacy has been invaded. I have an appointment today June 24,2013 with my Doctor to explain my actions guessing they would've contacted him, NOT my insurance or neighboring pharmacies. I am sure my Doctor will understand, because I have never asked him before for such a request.Sincerely,[redacted]Desired Settlement: That certain privacy issues be put in place and some sort of an apology.

Business

Response:

Store Top Leaders as well as our Regional Pharmacy team are looking into this and will be in contact with Mrs. [redacted] shortly.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: 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 [redacted] 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:

Review: [redacted]

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. [redacted] 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:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: 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[redacted].....reference numberis...[redacted]...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 ..[redacted]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:

Review: [redacted]

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 [redacted] 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 [redacted] and name of [redacted]. Because

information did not match, card activation failed.

4/11/2014 – Account was closed

because customer contacted [redacted] to request a refund check

4/17/2014 – [redacted] mailed a

$20 refund check to address provided by customer @ [redacted]

6/21/2014 – Customer called and

reported check not received. [redacted] issued a stop payment on previous check

and requested new check be issued. Customer verified address on file was

correct.

6/30/2014 – [redacted] issued

second check to address provided.

….no further communication

history to [redacted]

The issue may have been that card (and refund check) would have been in name [redacted].

Address provided to [redacted] (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 [redacted] issued and may not have know who to send them to.

[redacted] 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Before you read this and think that I am some sort of a food snob, I am not. I am just a guy who looks for a good deal and likes to hold people accountable.

I am lucky enough to live in an area where I have several choices of where to shop for food (i.e. Central Market, [redacted], HEB, [redacted]). I usually choose where to go depending on which store has the best deals that week.

I received a flyer from Central Market that indicated there would be a sale on "Organic" blueberries, on sale 2 for $5 starting 06-19-13 (Wednesday). I chose Central Market for my weekly food shopping based on that deal.

Upon arrival at said store, they had a sign that said something along the lines of "Sorry, organic blueberries that were advertised to be on sale are not available, but here are some not organic blueberries for the same price." When I asked customer service about this I was told that there was some sort of a quality control issue and that all they can do is sell not organic blueberries at the same price. They did not sell out of the product, they just never had it in the first place. I was baited into the store on a false promise.

It's similar to someone saying that they have premium gas on sale for $3/gallon, but when you spend time and money driving to said gas station they say "sorry, no premium gas, but for that same price we can sell you this regular gas".

I still spent my weekly $100 there, but I will not be going back to Central Market, or its affiliate, HEB, again. I am very disappointed.Desired Settlement: I just want businesses to be honest and stop baiting people with false promises. Spent my time and money shopping and not getting what I needed.

Business

Response:

I called Mr. [redacted] to acquire additional information, I left a message.

Review: I bought shrimp from a [redacted] HEB, and tried to return it to a [redacted] 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. [redacted] 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,

Review: 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 # [redacted] for Ms. [redacted], 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. [redacted] with no success. Our DRO will continue to contact this customer.

Thank you

H-E-B Customer Relations Supervisor

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