Complaints

This profile includes complaints for Hy-Vee Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hy-Vee Inc

  5820 Westown Pkwy West Des Moines, IA 50266-8223

  
• 

  Hy-Vee Fast & Fresh

  2308 East Clairemont Avenue Eau Claire, WI 54701

• 

  Hy-Vee Grocery Store

  S Oneida St Suit 100 Ashwaubenon, WI 54304

• 

  HY Vee Pharmacy

  2951 S.W. Wanamaker Road Topeka, KS 66614

• 

  HyVee Grocery Store

  4000 W 6th St. Lawrence, KS 66049

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 05/17/2023

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

  Customer Answer

  Date: 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

  Date:02/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/09/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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. 

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***************************