ComplaintsforHy-Vee Inc

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I used to really enjoy shopping at Hy-Vee, including Aisles Online, but the experience is no longer pleasant. The store is dirty (there arent even disinfecting wipes for carts), and all of the employees seem absolutely miserable. As a retired store manager, Im empathetic to how stressful and hectic the business can be, but whats happening isnt reflective of that. I know that theres newer management, and Im assuming thats a large part of the problem. There are two major issues Im specifically writing about, though. On November 17th (Aisles order ********), I placed an order and asked for items not to be substituted. Somehow, it showed that soups were substituted even though they didnt have any. No soups were included in my order. I called to get my money back, and *** (who was argumentative and didnt want to let me get a word in) eventually said she would credit the $4.24 back to my card. I never received it. The other issue I have, and Im still not comfortable bringing up (Im concerned about how this will be addressed), is from an Aisles order on September 10th (********). At 3:51 AM, I received a text message that said, Hi ******, just confirming I got your note about meat :). I ordered chicken and left instructions asking for a good date, no holes in the packaging, and no blood spots. I dont feel Im overreacting in feeling really uncomfortable about receiving that text message. Ive never received any other text like that or even confirming instructions, especially at 3:51 AM. I also want to add that I canceled my Hy-Vee Plus membership because of the experiences I have been having.

  

  Business response

  12/07/2023

  We thank this customer for reaching out to us, and apologize for the poor experience she had with our ********************** The manager of our *********** store attempted to reach the customer by phone but was not able to connect with her. He did send an email confirming that she has been credited for the products she didn't receive, as well as providing his contact information to further discuss her concerns about store conditions and service. We look forward to having the opportunity to earn this customer's business again in the future.  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order groceries online to get delivered about 2 times a month from the hyvee in *******, ******** *****. And on November 15th, 2023 I placed an order (#********) and had put my substitutions in due to me being at work the next day and I work in a prison and do not have my phone on me to answer the doordasher whos packing my items. I was shorted several items which most of them got refunded or fixed except one. I ordered 9 totoinos pepperoni pizzas and received 0. On my receipt it states the items were fulfilled and I still got charged $17.73 for the 9 pizzas I never received. The dasher named ***** claimed I didnt respond therefore she couldnt add in a substitution. And my boyfriend who was home during the delivery says that it wasnt her delivering the food it was her boyfriend and a child bringing the groceries. I called hyvee on a work phone the day after my delivery to figure out if I was going to get refunded for my pizzas and no one seemed to know and I had to go through 3 people on the phone to talk to someone who could assist me. Still no issue got resolved. Finally today I got the money taken out of my account for my delivery from almost 2 weeks ago after getting partially fixed but I still got charged for the 9 pizzas.

  

  Business response

  12/07/2023

  We thank this customer for sharing her experience, and apologize for the disappointing interaction she had with her online order. Our Trenton ********************** has refunded the customer for the product she was charge for but did not receive. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hy-vee pharmacy has informed me that even with my doctor calling my prescriptions in to be filled they would not. The prescription would only be filled by going in the store and physically asking for them. After which I would then be expected to wait for 20 minutes or longer. The treatment from this pharmacy has been utterly unpredictable and highly unprofessional. This establishment has never fulfilled its responsibility to the customers/patients. People that have medical conditions that require medication should not be treated as if they are the problem. I will never give this pharmacy/ store any chance redemption.

  

  Business response

  11/17/2023

  We thank this customer for sharing his experience with us, and would like to have a member of store management reach out to the customer to learn more about his pharmacy order. Can this customer please provide the Hy-Vee pharmacy location where this interaction happened?

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered flowers for Mothers Day a week before Mothers Day by calling the ************ **** Hyvee. I am in *************** and was told my flowers would be delivered on Mothers Day. I called the store on Mothers Day to confirm to be told by the girl who answered you were not delivering at all on Sunday due to being short staffed. I was livid. No phone call to tell me or anything. I asked to speak to a manager and was told to hold, instead she hung up on me. I called back asked for a manager again for her to put the phone down and only to hear here and the supposed manager talk about me for 5 minutes. The girl refused to look up my order, take my name etc. while they are talking about me, the woman in charge of the flower must of came up and they told her I was mad and wanting to speak to someone, I hear her say Im not dealing with her and hung up on me. Absolutely unacceptable. I had to call my mom to tell her she wasnt getting any flowers. She was so disappointed. I called corporate immediately. An hour later my mom calls to tell me they delivered them, and I as thinking corporate called the store. Was I wrong, I get a call from flower shop to tell me the card number was wrong and they need it to charge me. I tell her the story and she advised me she wont charge ************* advised Id get a call from the director. Its March 23rd and Ive called corporate twice with no response from anyone. Obviously you do not care. I will never shop at any Hyvee again. My mother works at veterans home and has told anyone who will listen. This is totally wrong and unacceptable especially when it was Mothers Day.

  

  Business response

  06/02/2023

  We thank this customer for letting us know about their experience, and we apologize. The ************ staff has spoken with both the customer and their family member to help resolve the situation. 

  Customer response

  06/05/2023

   
  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,
  
  *****************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  About a month ago HyVee changed it membership. I renewed in November when HyVee would substitute advertised sale items with a different item for the advertised price. HyVee has discontinued this and will not refund membership. I am requesting a full refund of $99 -I have had to email HyVee 32 times in the last **************************************************** addition, HyVee had a banner (attached) stating items were Buy 1 Get 1 Free. I selected the banner and selected a couple of items. I did not get the 1 free as advertised in the banner. Receipts attached for everything. The total is $112.98.

  

  Business response

  06/13/2023

  We thank this customer for letting us know about his experience. Our Corporate Customer Relations team has been in contact with both the customer and the local ********************** management to respond to the customer's request, and a full refund for his membership has been issued. We apologize for the confusion on this customer's orders in the past and hope he will give us a chance to earn his business again in the future. 

  Customer response

  06/17/2023

   
  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,
  
  *****************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Hy-vee Pharmacy 5 times. 4/5 times the transactions have been a nightmare. Unknowledgeable staff, extra long wait times and poor customer service. The most recent phone call was even lied to on how the prior authorization was handled.I picked up a new Rx on 04/26/23. I then gave my secondary Ins. information which was Forward Health of Wis. This process too over 35 minutes. should have been a very easy process of making a copy of Ins card and feeding acct/ member Id into their computer system. I asked several times if there was a problem, they claimed it would just be a few minutes when it was apparent the Pharmacist and the Pharm tech were having issues, going back forth from Pc to Pc. FINALLY, they stated the information was in. I told them I was supposed to be on a text message format when any Rx's were filled, yet didn't get that this time as I had in the past. Again I signed up for it. The next day they call and tell me an Rx is ready, I asked what it was. It was something that had been cancelled from the doctor a few days earlier. I went back on 05/01/23 to pick up my reg Rx. They tried charging me $35, which was supposed to be covered by secondary ins. They then stated it needed a prior auth. ( Wasted trip) On 05/03/23 I called about this RX. A man mistakenly told be that Forward Health (secondary) would only cover the name brand. I stated I was highly allergic and didn't appreciate this being changed. He stated Forward Health only would cover the brand name, and that I could pay the $35 or take the brand name or call Forward Health or ******* to another Pharmacy but the same outcome would take place. I called Forward Health, they stated Hy-vee never requested the prior auth for the generic I was on they only requested the name brand prior auth. WHY? why was I lied to? Is Hy-vee trying to make more money off the insurance company? Who knows! The whole thing was a joke and the 4th time I've been highly dissatisfied and wasted a lot of time trying to get my Rx. I was also told they did not have the brand name drug, I DIDNT WANT THE ***** NAME, since I'm highly allergic to so many drugs. Still no Rx and mine runs out tomorrow. I have never seen such a rig-a-ma-roll in all my life and I'm a certified medical assistant. DO not lie to the consumer ! Some of ** understand how the whole prescription process works. So they had the drug I needed 2 days ago, but submitted a prior auth. on a different drug (the brand name) instead of the drug the patient was currently taking with no issues after 3 months. DO BETTER HY-VEE PHARMACY. I am requesting a $50 gift card for Hy-Vee grocery store and my future Prescription's to be forwarded to WALLGREENS ON COURT STEET as they were before I tried Hy-vee with complete dissatisfaction along with the drive thru being out of order half the times I've attempted to pick up medicine. **** in the pharmacy was supposed to get to the bottom of this nightmare and send prior auth. to Forward Health for the correct drug as of today 05/03/23, we shall see if I get it filled in the next few days and the Rx is delivered. I have no intention of filling an *********'s with Hy-vee Pharmacy in **********, **. I was told Cosco and Hy-vee can be cheaper on some things concerning the Pharmacy and medication refills, but at the cost of all the time wasted, uneducated staff , the drive through being down and being lied to about the prior auth. and what Forward Health will cover concerning generics and brand name I'm DONE. I expect better service, I guess its quite apparent why they have very few filled Rx's on their racks to be picked up that are filled. No doubt, Oher consumers have gone through the same issues.

  

  Business response

  05/15/2023

  We thank this customer for letting us know about her pharmacy experience. Our pharmacy staff shared that when filling the prescription, the customer stated she wanted to use her primary insurance which allowed for the generic brand. When she came to pick ** the prescription, she presented her state insurance for the prescription. To comply with state insurance, the patient must have the brand name and not a generic.  We called the state insurance to verify along with the physician's office and both stated the same as above. We offered to fill the prescription on the primary insurance so the patient could receive the generic brand, but she declined to do so. We were able to fill a prescription for her at no charge to her and had it delivered to her for no charge as well.

  
  

  Customer response

  05/17/2023

   
  Complaint: 20013803
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/19/2023

  Im still very disatisfied with all aspects of the way this pharmacy handles customers complaints and poor customer service. While talking with the pharmacist, he just hands the phone over to another employee. Supposedly my call was not important and another customer was more important in the middle of trying to come to a conclusion with all the issues I have had with Hyvee Pharmacy, yet never told me he had to end the call or depart my ongoing issue during the conversation. ??

• Initial Complaint

  02/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/19/23 my mother and I went to the ************* Hy-vee and picked 2 ragu ******* sauces that were on sale for $1 a piece. When we arrived at the checkout the **** oz jars rang up full price. We alerted staff who got a manager and he told us they were not included, I then provided him with the pictures provided below showing it should be. (This is sadly what you have to do to get any sell price at this location) This time the manager was ****, wouldn't honor the price, and mumbled "it says select varieties" to which i pointed out the ads only words of "ragu pasta or ******* sauce select varieties 16 to 24 oz(limit 2)" should include the ****oz ragu ******* sauce jars. I recieved no verbal response and the manager sauntered off. The checker went on to say they only switch the prices after we come. This proved intent to deceive and now I feel they are just trying to silence the "trouble makers" who do not like being taken advantage of. This part is conjecture but It is possible the management is selling things at normal price and switching them later to sale price in order to pocket the difference. I find myself asking: Why else would they go through so much work to avoid giving people the prices they advertise?

  

  Business response

  03/13/2023

  We thank this customer for sharing his experience with us. The store manager did match the ad price for the items the customer selected at the time, and did reach out to the customer about this issue. The ********************** manager was able to explain the situation to the customer's mother over the phone; however, the customer who submitted this information has not yet returned the store manager's call. We would be happy to discuss this issue further with the customer at his convenience.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  They advertise diet 7up 4/$10.I place order for pick up and I always get replies that they are out of stock.This has happened every time they advertise this product.I sent an email but no response.How do consistently advertise a product but don't have it.

  

  Business response

  02/20/2023

  Our store leaders have reached out to this customer by phone and left a message to let her know of the issues our stores in the area have had with receiving a consistent supply of 7UP flavor varieties. If this customer can connect with the ********************** around her preferred product, our store leaders will have it delivered at no charge. We thank this customer for letting us know of her issues and giving us the chance to serve her.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Since October of 2022 I have made a weekly grocery order with *******************-Vee Aisles Online. I am a Hy-Vee Plus member and have paid dues as such, which has resulted in a contract between myself and the ******************. The *******************-Vee has consistently been in breach of the contract, failing to properly fulfill their duties. Every single order I have made has resulted in me being overcharged, due to the negligence of the *******************-Vee store employees failing to 1. not contacting for substitutions as stated on every single order and 2. consistently charging the higher price even though it is against the policy and clearly stated in the contractual agreement between the purchaser and Hy-Vee. The *******************-Vee makes not price adjustments, and refunds are not given unless you contact the store. Which I have to do every single order. I cannot be the ONLY individual in the ******* market who has this experience. Meaning, that potentially thousands of ******* residents have been repeatedly overcharged by the *******************-Vee Aisles online team. Which is fraudulent business practices. A class action lawsuit should be made against this store for defrauding consumers out of money. I have contacted the Service Manager, ***********************, who after several surveys finally reached out promising to fix my issue. When I complained to her, she not only did not fix it, but she also never replied back to me again. Hy-Vee is in breach of contract, which per business law often means the contract is null and void, so, therefore the unconstitutional barring of any lawsuits against Hy-Vee in the sales contract should also not apply. I will attempt to contact an attorney for the sake of all ******* residents who I am confident have been repeatedly overcharged due to the incompetence of the *******************-Vee Aisles Online employees.

  

  Business response

  02/14/2023

  We thank this customer for sharing her feedback, and for giving us a chance to speak with her about her online shopping experience. Our district store director was able to speak with the customer and share with her that he will be providing additional training to our online shopping team to reinforce what our standard procedures should be for substitutions on online orders. We were able to provide compensation for the customer for the items for which she paid over the ad price, and look forward to earning her business back in the future.  

  Customer response

  02/23/2023

   
  Complaint: 19373207
  
  I am rejecting this response because: I have never received the compensation I was told I would.
  
  Sincerely,
  
  ***************************

  

  Business response

  02/23/2023

  We have confirmed with the ******* store management team that the gift cards promised were mailed to the customer on Feb. 16, and the ******* ********************** director sent the customer an email this morning asking for confirmation that they have been received at her mailing address. If they are not received in the next seven days, we ask that the customer contact the ********************** director as soon as possible so we can resolve this situation. 

  Customer response

  02/25/2023

   
  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. 
  

  I did receive the compensation and a letter that they would be providing training. It must have been delayed in the mail.

  Sincerely,
  
  ***************************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company posts sales and then does not put them into the system so you have to ask for an adjustment. This was told to me by the manager on duty 1/21/2023 @4:50pm. I spoke with him over the phone and this is what he stated. This was an additional $12 charge this week and $20 last week. It iis not a deal you need to scan a store card for.

  

  Business response

  01/31/2023

  Our store management team has tried to reach this customer several times by phone, but has not been able to connect with them. It seems that this customer is shopping at a ************************************************************** location, which is owned by Hy-Vee but operates its own sales and promotions. If the customer sees a Hy-Vee ad and asks for it to be honored at a Dollar Fresh Market location, our employees will adjust the sale price at the register which seems to be the situation happening here. We encourage this customer to visit *********************************************************************************** and download the weekly specials for their area so that she can take advantage of those savings automatically at the register. 

*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. ↩