ComplaintsforHy-Vee Inc

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member of Hy-Vee aisles on line for the last 3 years, even before the pandemic started. (I have been a customer since moving to ***** in ****). I have COPD and cannot shop in the store, so I began aisles on line as a solution for my immobility. I have paid their membership fees on time. Because we never eat out, we spend around $$700-800 per month with Hy-Vee.Just under a year ago, their service suddenly took a turn for the worse. They no longer provided a personal shopper who was suppose to call me with changes, (and is an advertised benefit of being a member). Because of this, items were left off an order without a call to substitute or let me know. Because I adhere to a special diet because of my COPD, this made my ability to follow through with my menu as I had planned and because I can't just walk in and pick it up, I would have to go without the things I needed.I decided the aggravation was too much so I ask to cancel my membership in April. Come to find out they had reimbursed me, but had not notified me and my membership seemed to just go on as before. Except their service became worse and worse. Finally, I met with their store manager and he assured me it was all worked out and I renewed my membership, this was in September.It was not worked out. If an employee called me they were often rude with no substitution for a product, but mostly, they still did not call. I complained, because I felt they were doing this on purpose. I suggested that the store manager have a weekly meeting to go over the specials and customer service procedures. He took this personally, so he was the one who decided to cancel my order one hour before I was to pick it up.No one contacted me, but one hour before I was to pick up my order, they cancelled it and told me I was too hard to work with and too nasty because over and over they gave me paper bags when I told them not too, refused to accept substitutions I did not want, it is all just a game to them.I am dying of COPD and much of the time I am in pain with constant headaches, pain through the whole half of my body so bad I can hardly walk. So, I will admit I do get short as I don't feel well.Hy-Vee is the closest store to our home and the most handiest. We take advantage of all their programs and overall have been happy to shop there. We even do our pharmacy needs there, get all our shots, etc.Because of the treatment I received this morning, I would almost file this under decriminalization but looking over the other complaints on this site about Hy-Vee, I see this is how they treat everyone and *****'s assurance that 90% of their complaints were me, is just a lie.

  

  Business response

  12/20/2022

  The staff at our ***** store has been in contact with this customer on numerous occasions in an attempt to resolve her concerns. Unfortunately, our store leaders were not able to come to a resolution that satisfied this customer and won't be engaging with this customer further. The customer's membership fee has been refunded, and we consider this matter closed. 

  Customer response

  12/21/2022

   
  Complaint: 18599156
  
  I am rejecting this response because:

  
  I have in no way violated any of their procedures.  They do constantly charge the wrong amount to my credit card, currently there is a $160 charge that no one there has found.  I also have requested the that they honor their sale prices and in doing so have made the people at the ***** location embarrassed that has led to this response of wanting to revoke my membership and ban me from their online program.  The only reason I want to retain my membership and online access is because I have saved so much money from this program, in spite of the rude treatment afforded myself and my husband, I should stress I saved it by being diligent in my checking how I was being charged.  I also have COPD and cannot physically walk to shop, so picking up my groceries was something I really needed.  I wonder if they treat all their disabled customers like this.

  I have not been refunded my membership fee and if I have they need to send me proof, they also need to send proof that the hearsay comments they use against me are substantiated with proof.

  This decision 
  Sincerely,
  
  *************************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Back in November I had placed an order for egg wraps and only received one of them. I was never credited back for the missing ones which was almost $19. Ive been in contact with the manager of the ********* ** store through email . *** even emailed the assistant after the main manager gave me the address. Initially the main manager said I will give you a $10 credit plus the amount of the items you didnt receive so I emailed them back with letting them know how much my online receipt said that was missing was worth and no one has responded since then. They did give me a credit of $9.99 but thats it.Ive tried reaching out several times. I even resent a new complaint in case something happened , I just dont think Hyvee cares anymore about its customers which is really sad

  

  Business response

  12/21/2022

  We thank this customer for sharing her experience with us, and letting us know of the fulfillment issues she experienced with her online order. The store manager at our Brookings location has been able to connect with the customer via email and issued her a credit for the missing items. Again, we thank this customer and look forward to serving her again in the near future.

  Customer response

  12/21/2022

   
  Better Business Bureau:
  
  They even reached out through phone as well, and they were very prompt with fixing my issue. He was super nice about it as well. Im satisfied. All I wanted was a refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For at least 2 years I've tried to sign up for the weekly ads etc. but I still don't receive them. At first I'd occasionally get the ads and two or three times I've received the digital receipts. I've sent multiple inquiries about this and get various replies. Such as we've reset you're account to add us to your email contacts. Nothing changed. I decided to set up an account with an altered name etc. I starred receiving what I'd signed up for!!!!WHY?????

  

  Business response

  12/20/2022

  We appreciate this customer reaching out to let us know of her frustrations. Our ************* team has responded to her emails about this issue with several troubleshooting ideas to ensure she's receiving the email communications she needs. Given that she is still experiencing issues, a member of our ************* team will be reaching out to this customer by phone in the coming days to provide more in-depth support and troubleshooting help. Again, we thank this customer for reaching out and look forward to helping her receive all the communications she's looking for.

  Customer response

  12/21/2022

   
  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

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Location: ******* - ******************* Pharmacy Problem: Associate confirming stock (lying) & being told there is no stock.Time: CST Details: 11/21 approx. 2:10pm - called ******************* Pharmacy for details about a specific drug that is in short supply nationwide and expressing that they do a detailed search (drug specifics, quantities, recalls). The associate confirmed that they had lots, every HyVee in ******* had lots.11/22 - Rx is there, I arrive (approx. 9:45am) in-person just to make sure they have it. Associate says they have 8 tablets remaining (not sure how you even end up with 8). I ask her to fill it. I wait 30 minutes, and then am told the Rx is recalled. I told her I called yesterday and they said there were no back orders, there was plenty of stock, and there was no recall. She said it was recalled, and "every other HyVee in town has [my ********]". Oh great, I have her transfer it to the North 84th Hy-Vee near Northern Lights ******** calls the pharmacist who , per the associate, confirmed there was lots in stock.Instead of transferring the Rx I got a paper script this time because this is the 2nd HyVee i've had this happen at. After picking up the script, i called the North 84th Hy-Vee myself to confirm the stock. The kind associate there said they have none at all! I said, could you check the other stores? She said, oh, none in town have any--like there's a nationwide shortage (i'm well aware). I said oh, that's interesting, you're able to see the other store's inventory, the other store said every location had lots? She replied, i sure can! We're entirely back ordered so no location has any available. The associate who was maybe 5'8", glasses, female, middle hair part appears to have lied in this instance and sounded extremely similar to the person I spoke to on 11/21. This is unacceptable when you're dealing with people's medication. Not to mention the eye roll when I said, you said you had none on back order yesterday.

  

  Business response

  12/06/2022

  We thank this customer for sharing his experience with us, and we apologize for his experience. This customer also contacted our ************************ with the same information, and at that time the pharmacist on duty at the ******************* store in ******* the day we received this complaint contacted the customer. The pharmacist apologized for the experience and explained that the pharmacy team would use his experience as a training opportunity to improve patient experiences going forward. Again, we thank this customer for sharing his experience and look forward to earning his business again in the future. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been purchasing there for quite some time. They were to give me the advertised $1.00 off for each prescription that was transferred. then they refused to do so. Multiple times per week there is a price advertised that is not reflected when I check out. Discounts are hard to track and are confusing.  Fuel saver rewards are not properly credited on checkout; in holding up the line and calling a manger is needed.  Self check out is a problem. 

  

  Business response

  11/18/2022

  We thank this customer for sharing his experience. Our regional vice president for the *********** area has spoke to this customer to learn more about his experience with our Fuel Saver promotions. Due to privacy regulations and HIPAA, we are limited in what we can share on this platform. However, our Fuel Saver promotions have federally mandated limitations depending on what plan or insurance a customer carries. Therefore, not all customers can receive all promotions on prescriptions. That information/disclaimer is included on the advertising materials as well as online or upon request. Our regional vice president has offered this customer a Hy-Vee gift card to compensate him for his frustrations, but that offer was refused at the time. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered groceries 10/19. Hy Vee went to "fulfill" the order yet kept emailing me that they were out of items. They'd "offer" items that were nowhere near what I ordered in place of it. IE: I ordered a corn steamer and they offered NONsteamer bag of Supersweet white corn. I checked the box I did NOT want replacements. After about the 6th text in a row of them not having what I ordered I finally said something about needing a **** raincheck as 1/4 of my order wasn't available suddenly. A woman called claiming to be the store manager and said I should go to ****'s. I called back and asked to speak to her again as I want 1: a refund to my perks plus membership as a courtesy 2: Delivery of the GROCERIES I ORDERED. I got put on the phone with some man claiming to be store manager and I said no, ***** is- she told me so. ****, she LIED. WRITE HER UP!!!! They claim they didn't like that I text the word "hell" back to their harrassing texts: I'd like them to grow up and get a back bone as well as deliver my groceries to include rainchecks for all items they falsely advertised but didn't have.

  

  Business response

  10/27/2022

  We thank this customer for letting us know about her experience, and we are sorry that this ordering experience fell so far below her expectations and our standards of service. The store management team and our customer care team have both connected with the customer to discuss her experience and compensate her for the items not received in her order. We appreciate the customer sharing her feedback, and look forward to serving her again in the future. 

  Customer response

  10/27/2022

   
  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

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On october 3rd i paid $50 for a hy-vee plus reward card.I have NOT received the card and hy-vee has not responed to my emails

  

  Business response

  10/27/2022

  We thank this customer for reaching out regarding his Hy-Vee Plus membership. Our customer care team has researched his complaint and discovered that there are multiple email addresses associated with this customer, which could be the cause of the confusion. Our customer care supervisory team has sent multiple emails and attempted several times to reach the customer by phone, but without success. We have issued a refund of the customer's original purchase of the membership, and that amount should show up on the customer's payment card within the next five business days. Again, we thank this customer for reaching out and apologize for the confusion over this purchase. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on sept. 17th 2022, we stopped at the restaurant on way home to eat.ordered 2 The Our Burger beef burgerper the menu which states 1/3 lb. burgerwith our sides. they brought the food to our tableand left before we could tell them the order was messed up. we tried to find someone but everyone disappeared. I have called and have not been able to resolve this issue. the order they gave us looked like a couple of white castle sliders which can be held with 2 fingers not a 1/3 *****************.. it is unknown if we w=ill be back that way any time soon unless another family member passes away.

  

  Business response

  09/28/2022

  We apologize to this customer for their experience at our in-store restaurant, and would be glad to provide a refund for the meal. Please let us know the store where your experience happened, and we will make sure that store reaches out to you. Thank you for letting us know about your experience.

  Customer response

  09/29/2022

   
  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. The place is as in the complaint !!  ********************** Hy-Vee in ******, ********* !!!!!!
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had my Lexapro refilled 05/13 and asked for it to be delivered to me when it was ready from the Hy-Vee Pharamacy at *******************************************************. After 6 days went by, I called the pharamacy on 05/19 and asked when they would be delivered. By this point, I'd run out of pill to take. I was told they'd be delivered the next day, 5/19. When they didn't come, I called again and was told that they weren't delivered because the pharmacy didn't have my payment information, despite me having the same medication to the same address in April. I gave them my payment information and was told I would receive my Lexapro on Monday, 05/23. When my medication did not arrive, I called twice and was unable to speak to a person, but my bank account alerted me to the fact that they had charged me for the refill. I assumed the meds would be delivered on Tues, 05/24, but when they did not arrive I called for the fifth time and was told that they weren't delivered because they didn't have a delivery drive to pick them up. They could not even guarantee that I would get them on Wed, 05/25, despite the fact that I complained of withdrawal symptoms and need to take this antidepressant every day. I'm currently five days into Lexapro withdrawal, and am experiencing symptoms such as fatigue, nightmares, and mood swings that are preventing me from attending my college classes. I have no way to pick up this medication and at this point, it's an emergency.

  

  Business response

  05/27/2022

  We thank this customer for sharing her experience, and we regret the delay in fulfilling her prescription. Our pharmacy staff had made several unsuccessful attempts to contact the customer by phone to update her delivery address and payment information prior to her complaint being submitted. After reaching the customer by phone, our pharmacy records now have the correct payment and address information on file. Our pharmacy staff was able to deliver the medication directly to the patient on May 25, and we look forward to serving her again in the future in a much more efficient manner now that our information is updated. 

  Customer response

  05/31/2022

   
  Complaint: 17250875
  
  I am rejecting this response because:
  

  I had the same prescription delivered to me last month with no problems. The pharmacy should have that information stored. They told me that they called me once about the incorrect address and they were unable to leave a message. They didn't not attempt to contact me several times. I was the one who contacted them several times. They didn't tell me they were missing any information when I initially called to get the refill delivered. The first time I called about it the delay, the pharmacy didn't tell me there were any issues and assured me I would get the delivery the next day. It was only during the second call that I was told about the missing payment information but not the incorrect address. The last time I called them on the 24th, they told me they didn't deliver the medication because they didn't have a delivery driver, not because they didn't have my address. I only found about about the incorrect address on the 25th. I don't even know how the pharmacy got the incorrect address because I never gave it to them - I said multiple times that I wanted the refill delivered to ****************, and once  a pharmacist asked if that's where they were going. This is not my fault. This is all on the pharmacy 
  Sincerely,
  
  ***************************

  

  Business response

  06/03/2022

  Our district store director for the ********* market has reached out to the customer via email to learn more about her experience, and help the store learn from this situation to improve our service delivery. We apologize for this customer's experience, and are eager to enhance our pharmacy systems and training to make sure we deliver better service in the future. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely the worst and most ethically questionable experience I have ever experienced at any type of business. The bakery incorrectly made the cake I ordered and made a more expensive cake than what was actually ordered. Instead of just price adjusting the extra $40 price different due to their mistake, **** in the bakery said it was just too much of difference between the quality of the cake she made versus the cake I ordered. I spoke with the bakery manager ******, who essentially said the same thing. I will note that **** said she could whip up the cake I wanted really quick. I was supposed to pick the cake ** in 30 minutes and I would prefer a cake that wasnt rushed. I then spoke with **** the manager, who is the first one who actually acknowledged the inconvenience and said he would fix the issue and adjust the price to correct the mistake the store had made. Once the cake was picked up it was very obvious that they either misrepresented how much more expensive and bigger the $85 cake they made was, or they gave me a cake that was whipped up really quickly as **** described and passed it off as an $85 cake while misleading me to believe they were doing a price adjustment to correct their mistake. I called the store to confirm this was the $85 cake that was referenced during our phone calls and they confirmed that this was the exact cake we spoke about. Ethically this is just really unprofessional and morally questionable at best. If this is what this location wants to have represent their product as an $85 cake then so be it. I dont think trying to mislead customers into thinking you are doing them essentially a favor and fixing an issue to placate them and then doing the opposite and insulting their intelligence by thinking someone wouldnt notice is at all how a business should allow their employees to conduct themselves.

  

  Business response

  05/27/2022

  We appreciate this customer providing feedback about her bakery order, and we regret that she was dissatisfied with the cake provided.Store management has spoken with the customer several times about this issue,and has assured her that the cake in her photographs was the cake that our bakery created. The customer has stated to store management that there is nothing else we can do to help her, but we are always open to receiving customer feedback and doing whatever we can to make a situation right. 

*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. ↩