H-E-B Customer Service Issues

I'm concerned about the use of grocery stores as social meeting places. In my local HEB, I observe large groups congregating, creating crowded and potentially unsafe conditions for both shoppers like myself and employees. I propose implementing limits, such as allowing only one person per cart except for children under 12. Restocking should occur at night to prioritize worker safety. If the situation worsens, consider restricting the number of shoppers in the store simultaneously to reduce contact. While this may impact customer service, it's essential to maintain a functional HEB amidst the COVID-19 pandemic. Thank you, and best of luck.

I encountered issues trying to order groceries online. Upon entering my new Discover card number, the system could not process the payment due to my previous stolen card information being stored. When I entered the new number, it rejected my security code. I understand now that I should have removed the old card details beforehand. I managed to complete the purchase after a month of trying. It seems there might be a glitch in the system that needs a technician to investigate. Perhaps the program was rushed or affected by a virus, causing errors in processing new card information. I have experience in programming and know how easy mistakes can be made initially. I have returned some items due to incorrect orders and limited options available. The limitation to only 25 items caused me to miss out on necessary groceries. I will return the remaining items once this is resolved. Please contact me via email at [redacted] in the afternoon, as phone calls have been unreliable. Thank you for your help.

I tried curbside today for the first time at the HEB on S Ih35 and Wm Cannon in Austin, TX. My pick up time was 10:30 am, and I arrived punctually. However, I noticed that cars that arrived after me were receiving their orders first, which confused me. When I inquired, I was told it depends on the order size rather than the arrival order. Eventually, around 11 am, Johnathan brought my order to my car window. After some issues scanning my SNAP card, I had to go inside for the manager to scan it at the register. The lack of apologetic behavior from the manager was disappointing. Upon returning home, I discovered I was overcharged for the Michelangelo ziti and meatballs. I purchased three but was only credited for one with the promotion. The service I received was unacceptable despite the effort of the associate who assisted me. My intention for curbside pickup was to avoid going inside due to the Covid-19 pandemic, but unfortunately, it was not a smooth experience.

I'm reaching out about the mask mandate. I believe wearing masks in the grocery store should be optional. With vaccines and antibiotics available, I feel our society is overly fearful due to media influence. I'm speaking out from Kerrville, Texas, hoping you'll reconsider the mask-wearing rule. I understand there was a recent change after some opposition, but please know there are supporters of not mandating masks as well.

Hello, I am a regular customer at HEB located on [redacted] US, E Expressway 83, McAllen, TX [redacted]. I have frequented this store for many years. Lately, I have observed the store being disorganized with numerous items cluttering the aisles. This has made the store appear unkempt. Additionally, during a recent shopping trip, I witnessed inappropriate behavior by a male employee named Frank, who seemed to be a general manager, towards a female employee named Tory. This type of unprofessional conduct is unacceptable and reflects poorly on the store's management. It is disheartening to see the focus shift from maintaining a clean and welcoming environment for customers to personal relationships among staff members. This experience has led me to consider shopping at a different HEB location. It is unfortunate that the management team's actions are negatively impacting the overall shopping experience.

Today, I visited your store on William D. Fitch and Hwy 6 in College Station, TX to receive my second COVID shot. My previous visit was on 07/22/[redacted]. The signage and the individual who administered my first shot indicated that I could come at any time. However, today I encountered a young staff member who was unhelpful and unwilling to listen to my circumstances as an elderly cancer patient living in a remote area. This poor interaction left me feeling disappointed and uncertain about returning to your store in the future, despite being a long-time customer who values HEB's service. I appreciate you taking the time to address this matter. - Janine

While at work on Thursday, I received a notification that my debit card had been compromised. Despite the inconvenience, I had to cancel the card, and a replacement is on the way. During a stop at H‑E‑B around 8 pm, I intended to pay with my new debit card but had to resort to paying by check due to the circumstances. To my surprise, the cashier called a manager over to verify my check since I don't normally use this method of payment. Unfortunately, the policy required verification, and my bank was closed at the time, causing further inconvenience. As a frequent H‑E‑B shopper due to having six kids who rely on groceries from there, this experience left me disheartened. Although I appreciate the efforts of the staff, this incident has prompted me to explore other shopping options, including transferring prescriptions from the store's pharmacy. Despite understanding the store's policy, I feel the situation could have been handled more efficiently, leaving me unprepared to provide for my kids returning home the next day.

Last night, as I parked near some overturned shopping carts, I assumed it was a harmless prank. Moments later, upon exiting the store, I noticed an HEB employee, Corey, giving me a hostile glare. Despite my inquiries, he denied his demeanor, though his actions suggested otherwise. Despite feeling uncomfortable, I proceeded to leave. However, Corey's continued aggression led me to express my concerns. His behavior escalated as he criticized my parking and threatened to involve the police. Feeling intimidated, I drove away. Corey's behavior left me unsettled and fearing for my safety. I urge for a review of this incident involving Corey as his actions were unwarranted and menacing. Sincerely, David B., a loyal HEB patron.

Good afternoon, I am Pedro Hernández. Today, I went to your store in Aguascalientes on Independencia street near Plaza Galerías to buy groceries. One of your employees insulted me by saying a phrase to the cashier who was assisting me, "*he is useless, not even to his mother," referring to me. I am aware that there are people spreading rumors about me and bribing others to insult me by offering them money. I am not gay, but even if I were, there is no reason for this person to speak about me or any other human being in the way she did. I do not know her name, but I have a photo of her, and she seems to be a cashier supervisor or something of the sort. She was the one who provided change to the cashier who helped me, and she made the above-mentioned comment.

I recently purchased a Hill Country Fare Beef Pasta skillet mix. Unfortunately, this was the worst dinner option I have ever tried. It was so unappetizing that I couldn't finish it and had to throw it away. I have always had good experiences with HEB products, so I was truly disappointed with this one. I only realized after the fact that the best if used by date was Sep 13, [redacted], meaning it had been on the shelf for quite a while. Maybe that's why it wasn't good, but products this old shouldn't be available for sale. - Ben

On June 8, [redacted], I used the TO GO app to scan my groceries. However, at the kiosk machine, I encountered an error message and the workers' attempts were unsuccessful. Despite changing my payment method, reinstalling the app, and rescanning the items, HEB still charged me twice, totaling $[redacted].66. When I followed up at the store, I was redirected multiple times from Customer Service to Treasury and then Ecommerce, with no resolution. Manager Kathy at the HEB Plus store in Kyle, Tx, suggested it was due to my phone, which had always worked with the app. Insisting on a refund, I provided my details, but the issue remains unresolved as of June 16. The different charges for the plumbagos I purchased were due to workers changing the prices incorrectly. I demand a refund for the double charge of $75.94 and $78.72, as I am a senior on a fixed income and have faced unacceptable delays and inconveniences without a resolution.

I have noticed that older and loyal customers do not receive the same level of service at HEB. The focus seems to be primarily on curbside customers, as evidenced by the dedicated parking spaces provided for them up front. Unfortunately, this means that older customers may have to park farther away. There are special places for parents, handicapped individuals, and curbside customers, but not for the elderly. This treatment is disappointing and reflects poorly on HEB. I have been a loyal customer of this store for 20 years, but it seems like it may be time for a change. Alison S. [redacted] Burnett Road Manvel, TX [redacted]

Hello! I attempted a hard reset and updated to iOS v16 on my iPhone XR. Everything seemed fine until I encountered a remote management error after selecting language and keyboard settings. The error message read "Invalid Profile. The configuration for your iPhone could not be downloaded from H-E-B." When I visited the H-E-B website, www.heb.com, I received an error 16 (Access Denied), indicating that my IP address ([redacted].[redacted].[redacted].37) was blocked by their security service, along with proxy IP 45.[redacted].19.43 (ID [redacted]-[redacted]). It seems that their security measures are preventing updates from my location. I have already contacted Apple support, and they mentioned that this issue can only be resolved remotely by H-E-B as the remote management organization. I would appreciate your assistance in fixing this matter from your end or any guidance on how to resolve it. Thank you.

Today around 1:15 pm, I tried to use my debit card at the West Ave/Blanco location, but it was declined. Mauricio, the cashier, kindly offered that I could pay in cash, but I only had a small amount with me since I usually rely on my card. I contacted the store, and they mentioned that if the card is declined by the system, there is nothing they can do. My card has no limit, and my account had more than enough funds. Normally, I would have checked my available balance, but as a new cancer patient, I am lacking my usual energy. I would appreciate clarification on this situation.