ComplaintsforHy-Vee Inc

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I keep getting sent their weekly newsletter. As per their policy on their website located at: ************************************************* reached out to them through their Contact Us form to request to opt out of their printed marketing materials. I'm not 100% certain on when that was, but I believe it was sometime late last year. I also reached out to their customer service by phone. The person I spoke with said they'll get me removed however I'm still getting their mail. All I want is to stop receiving their paper because it's just going directly into the trash. Thanks.

  

  Business response

  04/30/2024

  We thank this customer for reaching out, and apologize for the confusion regarding delivery of Hy-Vee's advertising materials. We have confirmed with our corporate advertising department that this customer does appear on the list of residents who should NOT be included in corporate mailings. If any additional mailings arrive, please contact our *************************

  Customer response

  05/09/2024

   
  Complaint: 21595574
  
  I am rejecting this response because: I am still receiving the weekly newspapers. The photo is the one from last week and I also received one today. Thanks.
  
  Sincerely,
  
  ***************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased $191 worth of products from Hy-Vee's subsidiary, Whole Lotta Good, that were never delivered. They refused to refund us for this order. We have followed-up over a dozen times to request a refund and they simply refuse to honor the order. Their representative ******* has delivered a highly lackluster customer service experience and I couldn't encourage consumers more to avoid Whole Lotta Good and conduct their business with the many other better companies out there.

  

  Business response

  04/22/2024

  We appreciate this customer reaching out to us, and apologize for any confusion resulting around this order. We have been in contact with the customer regarding this situation before, and have provided the attached confirmation from *** that the order was delivered to the address the customer specified. Our team shared with the customer that with the confirmation from *** both by photo and by truck GPS that the order was delivered, we would not be issuing a refund. We welcome further conversation with the customer about their customer service experience, but will not be refunding the order cost since we show it was delivered.

  Customer response

  04/22/2024

   
  Complaint: 21557338
  
  I am rejecting this response because we have been in touch with them regarding their fraudulent claims that the product was delivered. Our order never arrived and rather than step up and issue a refund for an order which was never delivered, they've instead chosen to place the blame on the delivery service. A reputable company would work directly with the delivery service company (in this case, ***** to resolve the situation, instead of placing the onus on the consumer. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought 5 bags of chicken on Sunday March 3 which we had to make another trip back into store because you have to use the dumb perk card to get the sale price, had to wait many days for refund of first order which we had thought wasn't refunded & still not even sure it ever was when we called about this issue we brought up how the chicken bags leaked all over our car, kitchen floor, fridge and freezer, lady said she would take care of it, a second manager **** told us she would figure out something to do about it, then nothing was ever done, we have had to call numerous times only to be transferred around the store over & over again, hung up the phone on us many ************* are just rude. I have salmonella chicken juice all over my hummer, fridge, freezer and kitchen floor. This also happened to us last time we bought this chicken in these bags so one would think they would change the bags, but no a year later it has happened again. Several people promised they would fix the issue & only said to bring it back in store, then said they would figure out a refund but never did well I am not getting more salmonella juice all over my car again, enough is enough already. It already made us sick having to clean up gallons of salmonella juice from leaking chicken bags. Chicken was $40 for 5 bags and would like my hummer cleaned out,

  

  Business response

  03/18/2024

  We thank the customer for letting us know about this experience, and we apologize that it was not up to our service standards. Our store leaders have been in touch with the customer to resolve the refund issue, as well as the need to clean their vehicle. We appreciate the customer's willingness to discuss the issue with our store leaders, and hope to earn the chance to serve this customer again in the future. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been out of my ADHD medication for ten days. The pharmacy isnt filling it with brand name since they are out of the generic. Due to personal vandeta the pharmacist on staff when I called about brand basically ignored the question. He was very unprofessional. They havent reached out to my doctor or my insurance company to find a solution.Nor have they spoke to me about the issue in-depth. They have just left me without anything for going on two weeks. This is very unprofessional behavior from a business.

  

  Business response

  03/15/2024

  We appreciate this customer contacting us about her prescription issue. After further research with the local pharmacy, we learned that the customer had requested the prescription be transferred to an out-of-network pharmacy and due to the limitations of the customer's insurance plan it will cost more than when she had it filled at ******. If she wishes to transfer the prescription to another pharmacy, that pharmacy simply needs to contact our Hy-Vee pharmacy staff and we will release the prescription immediately. We hope this helps clear up any confusion and resolve this customer's issue. 

  Customer response

  03/18/2024

   
  Complaint: 21343960
  
  I am rejecting this response because: I never requested anything to be transferred out of the pharmacy simply that it be filled with brand and my insurance had already approved an override. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Store wanted customers to sign up for new perks card 2 months ago have not received this new card as of yet was told we were but wasn't was told old card would register all the discounts now as of this day was informed we needed a email address I dont have one I'm 80 years old and had to use my son's and come to find out I have not been receiving any discounts for the past 2 months and the store hung up as I complained to them over the phone

  

  Business response

  02/19/2024

  We thank this customer for sharing her experience with us, and we apologize that her phone call to our store was not handled properly. We've let the store leaders at that location know about her experience and store leaders will be making sure that the customer service staff at the ********************** is properly trained on handling phone interactions. Our corporate customer care team also reached out to the customer via phone and was able to discuss the available discounts and pricing available through our Hy-Vee PERKS program, and ensure that her account information was up to date so she will receive all available benefits in the future. Again, we thank this customer for letting us know about her experience and sharing her concerns with our corporate customer care representative. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought three loaves of Canyon bakehouse country white gluten-free bread, was charged 33 and change and it took a long time for the bread to arrive. When it did, it was moldy, spoiled, and rotten, colored and purple blue and yellow. Ive had six abdominal surgeries and get gut infections so this food poisoning has made it worse and I am asking for a full refund back to my card or a check mailed to my home address.

  

  Business response

  02/05/2024

  We thank this customer for letting us know about her experience, and we apologize for the delay in her order being received. Severe weather in our region delayed several shipments, as did the federal holiday that happened after the customer's order was placed, and unfortunately her shipment was among those delayed. A full refund was processed on Feb. 1 at the customer's request and should have appeared on the customers card shortly thereafter. Again, we apologize for the delay and hope to have the chance to serve this customer in the future.

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed a pickup order at my local hyvee on 12/21/2023 in the amount of $86.20. I did not receive several items in my order totaling the amount of $19.51. I emailed hyvee on 12/21/23 asking for the items as I needed them for holidays. Did not get a response and followed up on 12/27/23 asking for a refund and have not had a response. I would like a refund

  

  Business response

  01/23/2024

  We thank this customer for letting us know about her experience. Our store management team has talked with the customer to provide the refund requested, and let the customer know that she is encouraged to reach out directly to our local store leadership in the future if she has any problems at all with her orders.

  Customer response

  01/24/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Refilled my prescription for my allergy medication over the phone. When ii went to pick it up the lady working their not the person who fills prescriptions. The person who help recommended a over the counter product which I purchased. My problem is that when I called back to the pharmacy the automated system stated that the prescription had been refilled and it was to early to refill. My problem is that I did not get this item filled by the pharmacist I brought it over the counter.

  

  Business response

  01/03/2024

  We thank this customer for letting us know about their experience. If the customer can let us know which Hy-Vee pharmacy they purchased the over-the-counter medication, we can have that store connect directly with the customer. 

  Customer response

  01/04/2024

   
  Complaint: 21089156
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************;   The hy-vee store is store #2 ************************************************************

  

  Business response

  01/17/2024

  We thank this customer for letting us know about his pharmacy experience. We will be sending a gift card to the address provided to cover the customer's requested refund. We've also spoken with the pharmacy manager about why the prescription was marked as refilled when the customer hadn't received it; the prescription had been filled, but had been put back into our stock when it was not picked up and the prescription record had not been updated yet in our system when the customer reached out. The prescription is now ready for refill whenever the customer would like, and we look forward to serving the customer again soon. 

  Customer response

  01/17/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I came to gas station aprox 6:50 December 22nd. I got 2 pieces of pizzas and a medium drink . I told the blond lady I didnt have my card . I recently switched billfolds. I gave her my cell phone number to look it up. The dark hair lady with ******* said charge me full price. I didnt agree but going back and forth for 15 minutes was ridiculous. I paid full price for $1.00 drink and 2 pieces of pizza for $5.00. I called and talked to Service Manager and requested to talk to store manager. I deserve the difference back and a apology.

  

  Business response

  01/03/2024

  We thank this customer for sharing their experience. If the customer can let us know the Hy-Vee Fast & Fresh location where this transaction occurred, we can have the store leaders contact the customer directly. 

  Customer response

  01/04/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the statement I received was September 26, 2023. The dates of the checks were June 21 and July 19. As you can see that resulted in two $30 service charges, I contacted HyVee headquarters in DeMoines and they notified the manager of ****************** store who texted me saying he would discuss this with his accounting manager and she would contact me. She never did and my call to the store resulted in me being told no managers were there,

  

  Business response

  12/12/2023

  We thank this customer for sharing his feedback, and we apologize for the amount of time between the date of the notice and the dates of the checks. Our corporate accounting staff is working to speed up the process so these lapses do not happen. The staff at our ******* store has been in contact with the customer multiple times to try to resolve the situation, with varying degrees of success. The store manager spoke with the customer last week and we are hopeful we can resolve this situation as soon as possible.   

  Customer response

  12/14/2023

  I received your text regarding HyVees response to my complaint and I do not agree with it and have a photo of the document that they sent me however I am unable to copy it into my response. They sent me that document so they know exactly what I am referring to. No, I have not been contacted by them repeatedly and I am not going to pay any part of what they say I owe them!

  

  Business response

  12/18/2023

  We were able to speak with this customer on the phone last week, and have resolved the complaint to the satisfaction of both parties. We thank the customer for his time in working with us to come to a resolution. 

  Customer response

  12/18/2023

   
  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.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩