Hy-Vee Customer Service Issues

I have been a loyal customer of Hyvee West for approximately 17 years. Typically, I shop late at night, around 11 pm to 1 am. I have always found my favorite yogurt flavor well-stocked in the dairy department. Recently, when I pointed out that my yogurt was missing, I was informed that the usual night shift employee was on vacation. This led to a shortage of various items on the shelves, and the overall appearance of the dairy department was not up to standard. It seemed like most of the inventory was in the back, but due to the employee's absence, it wasn't getting restocked properly. Without my phone to take pictures, I couldn't capture how disorganized the displays looked. I left without my yogurt, as it wasn't available in the absence of the usual employee. I usually buy 8 to 10 containers at a time. I believe in cross-training employees to cover different roles in case of such situations. The lack of staff at that late hour meant there was no one to assist me. I hope to speak with someone outside the store, hoping for a better resolution by involving a higher authority. The dairy section appeared empty except for the cheeses, which were well-stocked. This is the second time recently that I've encountered issues that I had to address myself, which is frustrating.

At the [redacted] East Euclid location: Despite the store's motto of providing "a helpful smile in every aisle," my recent experiences have left me feeling quite the opposite. The can redemption room which used to be accessible 24 hours has now had its closing time pushed back to 10:30 PM. On one occasion, an employee locked the door at 10:15 PM, even though closing time had not yet arrived. When I complained to the manager, nothing was done to address the issue. Most recently, I encountered an employee insisting on closing the room at 9:45 PM, despite the posted closing time of 10 PM. This employee rudely demanded I leave before I had finished redeeming my cans. Only after requesting the manager's intervention was I allowed to complete my transaction. If the store continues to restrict access to the can redemption room earlier and earlier, they should reconsider charging deposits on beverages during those times. The rude behavior of the employees is unacceptable, and unless there are improvements, I will be taking my business elsewhere.

I recently raised some concerns about your Pharmacy and was contacted over the phone. However, during my last visit to pick up a prescription, I waited in the drive-thru for nearly 20 minutes. It would be more convenient if the stub needing signature could be given at the same time as the payment, instead of in multiple steps. Upon signing the stub, I noticed warning labels which were missing on my prescription bottle. Additionally, receiving a double dose is concerning. This experience has led me to question your attention to detail and my trust in your services. I will refill my prescription once more, but after that, I will be switching pharmacies. I have included my email for any additional feedback you may provide.

Order Number: [redacted] I made an order on Saturday, December 14, for delivery on Sunday, the 15th between 6-7pm. Unfortunately, it didn't show up and I was informed at 8:30pm that it was canceled due to weather conditions. I was instructed to pick it up between 3-4pm on Monday, the 16th. After two calls to confirm the pickup time, I was assured twice that my groceries would be available at the store from the distribution center during the designated time. However, when we arrived at 3-4pm, we waited for over an hour only to find out that our delivery never made it. As an apology, we received a $50 prepaid Visa card and were rescheduled for Tuesday morning between 8-9am. Despite the assurance, it is now 9:36am and we are still without our groceries or any communication. I am very disappointed and doubtful of using this service again due to the unprofessional handling of the situation. Best regards, Jennifer E.

I am disappointed that the nutritionist was removed from the store. It's a shame that solely using bad numbers as the reason led to this decision. Qualitative data should also be considered, even though it's harder to gather. The 10-week dietary class and walking sessions at the Lakeville store were valuable experiences for me, especially learning from Sam. In the past, I regret letting go of a receptionist based only on numbers when she excelled in customer service. Looking back, the quantitative data was misleading, and her exceptional customer interactions should have been valued more. I am upset that this program has been discontinued.

This morning at 10:30 a.m., I placed an order with order number [redacted]. I had to adjust the pick-up time and realized I hadn't checked out the rest of the items. Even though I had selected "no substitutes," I was informed the order would be canceled, and I should reorder. I proceeded to place a new order, but I haven't received confirmation that the old order was actually canceled as promised. I want to ensure it is canceled to avoid being charged twice on my credit card. Please confirm the cancellation of order number [redacted]. I appreciate your assistance. Thank you. - Katie

My daughter gifted my wife and me a $99 Hy-Vee online membership in January. Due to the limited time slots during the COVID-19 outbreak, I've been unable to utilize the service. I reached out to our local Hy-Vee store in Waterloo, IA, back in March to request a refund. I've had multiple discussions with Emma and Ashley at the store to no avail. They forwarded my case to Scott Pearson at the corporate level for resolution because they lack access to membership details. It's frustrating that after a month of back and forth, I'm still no closer to getting my refund. I can be reached at [redacted] or [redacted]. - Michael McNamee

Recently, when visiting the Hy-Vee store in Winterset, Iowa, we noticed a concerning change in the donut section. The large display case where we used to select our treats has been replaced with a smaller, self-serve one. Given the current pandemic situation with mask-wearing employees and customers, it is unsettling to see everyone touching the same handles and reaching in for donuts. This new setup raises hygiene issues as individuals without masks or who are asymptomatic could potentially contaminate the pastries. We are disheartened by this shift away from the previous practice where bakery staff would assist customers in getting their donuts safely. Feeling uneasy about the situation, we chose to leave and visit a different bakery instead. We urge Hy-Vee to reconsider this change and prioritize the health and safety of its customers. Thank you.

I visited Hy-Vee in Grant City, MO, and had a disappointing experience. Upon entering, no one was at the register and the store seemed disorganized and dirty. When I managed to find an employee, the older gentleman was rude and dismissive. Kids and a lady emerged from the back loudly, with the children behaving rowdily. I sought assistance from a young girl who helped me find what I needed, but the checkout process was unpleasant. The cashier, a redhead, was impolite, and my groceries were carelessly bagged, resulting in broken eggs and smashed bread upon arrival home. The store lacks the efficient management it once had, leading me to decide to shop at Stanberry from now on. The current staff appear unprofessional and unmotivated, with nobody taking charge or offering aid readily. The store's condition was subpar, except for the fresh vegetables. Others in my area have also complained about the declining quality of the store. I hope for improved service or new management soon.

During my recent store visit, my card got damaged and wouldn't scan. The cashier gave me a new card and suggested I update my card number on Hy-Vee's website. I am Robert R. Lierz, and the new card I received has the following number under the scan code: 4 73[redacted]9 2. Could you please update my account with this new card number? You can reach me at my email: [redacted] Please confirm once the change has been made. Thank you, Robert R. Lierz.

My spouse and I visited the Conley Rd Hy-Vee in Columbia, MO, yesterday. After finishing our shopping, we went to the Market Grille for a meal. As we watched the news about the US Capitol siege, the manager (Jake) had the bartender change the channel, citing a company policy. Displeased, we contacted corporate, only to find out that it wasn't a corporate decision to restrict news channels. When we confronted the manager again, he spoke to corporate and then changed his statement, claiming it was now a store decision. Despite being the only customers in the Grille, we were not allowed to watch the news about the unfolding events in Washington. This incident displayed extremely poor customer service, especially coming from a manager. A more appropriate approach would have been providing an explanation and seeking a compromise with us as the only patrons present. This manager's handling of the situation was disappointing, and it seems like he could benefit from additional customer service training.

Last weekend, my family visited your Iowa City store on First Avenue amidst the ongoing pandemic. We took advantage of the special offer for a buy one pound burger and receive taco shells, salad, cheese, and taco seasoning for free, which was a great deal. Unfortunately, upon searching multiple times, we were unable to find any taco shells on the shelves. Despite addressing the issue twice with the cashier, we were still charged an additional $6.39. This lack of availability is not uncommon, and it was disappointing given the popularity of the promotion. We managed to benefit from another offer, but the extra cost was significant for us. Considering the circumstances, we are contemplating shopping elsewhere. Our experience seemed to resonate with other customers as well. Thank you, Judith Garth-Billick

After working a twelve-hour shift, I scheduled a grocery pickup for 6-6:30 pm, expecting it to be convenient. Just before 6 pm, I was told there would be an additional 60-90 minute delay. Despite being on my way, I decided to turn back. I didn't receive further updates on the time, so after waiting an extra 90 minutes past my initial pickup time, I went to the HyVee location. Upon arrival, I contacted them only to be informed of an additional 30-minute wait, making it a total delay of two and a half hours from my chosen pickup time.

This afternoon, I went shopping at the HyVee located at 26th and Marion Road in Sioux Falls. During my visit, I encountered a checker who was exceptionally rude. Despite being a regular customer at this store, I had never experienced such disrespectful behavior. The checker was dismissive and did not acknowledge me properly. As a senior citizen, I felt she overpacked the bags, causing them to tear as I carried them to my apartment. When I politely asked to separate certain items, she complied but with a hostile attitude. The interaction with her was unpleasant and it seemed like she preferred not to have the employee help with bagging, causing delays for other customers. I hope for better service from her in the future. Her name tag identified her as Sami, working at register 6.

Hello, I need help tracking a Target gift card purchase made at Hy-Vee on Wilson Street in Cedar Rapids, IA. The purchase was made in late January or early February [redacted]. Two $[redacted] Target gift cards were purchased with a $1,[redacted] Western Union money order, but unfortunately, the gift cards are either lost or stolen. Target Corporation needs the gift card numbers, date, and time of purchase for my case number [redacted]37. A Target representative advised me to contact Hy-Vee to retrieve the details. I appreciate your efforts in assisting me with this matter. Thank you.