ComplaintsforHy-Vee Inc

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05-06-22 I placed an online order with Hy-Vee, *********** ** store. On 05-07-22 they completed my order with most of the items unavailable. They did not attempt to call/text requesting if I wanted a replacement, as they used to do. When I saw online that the order was missing most of my items, I called the store and cancelled the order. If I recall, ****** was the individual I spoke with. Hy-Vee's website states they do not charge your account until the items are picked up.On 05-08-22 I noticed a charge of $19.63 on my bank account. I contacted ****************** via chat and was told it would take 3 days to refund. I asked when the refund was issued and they said, at their level, they was unable to see this information. I waited 3+ days.On 05-13-22 I contacted my local Hy-Vee store, where the purchase was requested, and was told I needed to speak with their accounting department and she had left early for the day. I then contacted the corporate office by phone. After an extensive hold, I was told they could not see anything and would send a message to the local store. Later that day I received an email from *****************, local store employee, that there was no way I could have been charged for this order. I sent him/her a screen shot of my bank account showing the charge. No further communication has been received from the local store or corporate **** regarding this issue.

  

  Business response

  05/25/2022

  We thank this customer for bringing this issue to our attention. Our *********** store leaders have credited the full amount back to the customer, and the customer should see this amount reflected back in the account. Again, we thank this customer for letting us know about this matter and look forward to earning the chance to serve this customer again.  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 7th 2022 I purchased $141.97 of flowers and cupcakes for my mother. They were to be delivered to my home on the date of May 8th before 5 PM. All of the information including address was correct in my confirmation. I never received my flowers and when I called to find out I could not get anyone to give me an answer. It was supposed to be a surprise for Mothers Day. The next day on Monday May 9th I called the corporate office to file a complaint and have the store director for Kansas City Region reach out to me. The flowers were actually delivered on Monday May 9th but had been left in the truck overnight and were wilted. The delivery driver was very rude and basically stated it was not her problem when asked what had happened with the scheduled delivery a day prior.This was a very upsetting ordeal for both my mother and me. I spent nearly $150 for flowers that came a day late and were wilted and dying. I have reached out to the corporate office several times to try and at least get the $10 delivery fee refunded, since it was not delivered as scheduled. I couldnt even get a call from the store manager nor anyone from corporate. This has been the worst customer experience so far in my life.

  

  Business response

  05/25/2022

  We thank this customer for bringing this matter to our attention, and we look forward to resolving it. Our ****** store director reached out via email to the customer on May 19, as the phone number provided did not accept phone calls from the store. As of now, the customer has not replied to our store director. We look forward to hearing from the customer and for the chance to make this situation right for him.  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I did an aisles online pickup at the ***********. I had to wait 45 minutes for me order. The manager and aisles online employee were very rude and my order was slammed in the trunk. The items were throw in random bags. This occurred today April 23, 2022

  

  Business response

  04/27/2022

  We apologize to this customer for her experience with our ********************** The store management at our New Hope location has refunded the amount of her purchase, as she requested, and has also tried to connect with the customer via email to learn more about her experience and apologize personally for her issues. We look forward to serving this customer again, and earning the opportunity to have future Aisles Online orders from this customer.

  Customer response

  04/27/2022

   
  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

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have emailed once to the *** and got a call. A voice mail was left. It is regarding the weekly ads not getting to me at my yahoo email. I have called **************** 800 number and was told they would send the matter to tech support. No hear back. I called last week to the main number of ************** and was advised that they would **** mail them to me. This week, no ad in us mail My main store is the one in ***** ** but if you cannot get me your weekly ads, should I go elsewhere? I have enclosed the information I got back from Yahoo when I said what can I do to get the HyVee ads. I do get the sometimes texts HyVee sends to my phone but not the weekly ads to my email. Here is what Yahoo replied back when I asked if there was issue getting them to my inbox. What does HyVee plan to do to get me as a customer to get me the weekly ads? "Hello, My name is ***** and I work on the Yahoo Concierge team, a small internal Yahoo support team that represents the highest available level of ******************** I am contacting you regarding the below email we received from you. Reviewing the domain for hyvee.com we see they are missing many of the standards needed to properly send emails to Yahoo members. These include SPF(Sender Policy Framework), DNS(Domain Name System), and DMARC (Domain-based Message Authentication, ************************* Until these are fixed this domain is going to continue to have issues sending emails to Yahoo members. You will need to refer whoever manages this domain to our sender best practices here https://senders.yahooinc.com/best-practices so their emails are properly delivered to Yahoo members. If they have any questions or issues regarding these standards there is also contact information on that site as well. Regards,***** Yahoo Concierge Team"*********************** ************ ***************************************************** *******************

  

  Business response

  04/14/2022

  We thank this customer for reaching out, and offer our apologies for the difficulties he's encountered in receiving our ads by email. Our ************* team has tried to contact this customer in the past, but has not received a call back. If the customer can reach out to our ************* team at ***** ******** and ask to speak with a supervisor, that team is ready to help the customer at his convenience. We are working with our technology teams and with Yahoo to address the issues that the Yahoo team stated in their response to this customer, and we can also add the customer to the mailing list to have the print ad sent directly to his home.  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a Hy-Vee gift card on 1/25/2022 to be sent in the mail that was never received by the recipient order # ******* for $100.00. It was never received by the recipient, so I called on 2/10/2022 and was asked if I wanted a refund or a new gift card sent. They said they would send a new one out right away and it should be received in **** days. I asked them to go ahead and send the new one. As of 2/23/2022 it had never been received so I called again. They said they had to turn it over to the support team and they would call me back later. I never received a call back and I am to the point that I just want my money refunded. I don't wish to deal with a business that handles things this way. This is a very poor business practice not calling me back.

  

  Business response

  02/25/2022

  We thank this customer for reaching out, and apologize for her experience in trying to resolve her gift card issue. Our accounting team has been able to connect with the customer, and has refunded the full amount of her purchase to her credit card. Again, we apologize for this customer's experience and hope we have a chance to serve her again in the future.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hy-Vee Isles Online allows order for products they do not have. They state you will be substituted with another item of either your choice or theirs and pay the lower amount. This is all great until coupons or specials that require so many of an item to be purchased and only part of the required amount are available they still charge for the partial order and no credit for the special for example soda 4 6-packs for $12.00 only two are available so they charge you $4.75 for 2 6-packs $9.50. I have even told them over text while the order is being shopped that I do not not want the items if they can not meet the requirements of the special just to be charged the higher amount for less items. Yesterdays order donuts were on special. Buy one get one free. I ordered 2 6 Packs of Glazed Donuts. During the shop for my order I was told they only had 1 package and asked what I wanted to substitute. I responded with "what are my options?" which there was no reply. When I received the text that the order was finished I again asked about the donuts, I was told that I was charged for 1 as they did not have anymore. I asked again what would be subbed for the free 6 donuts. After a few minutes I was told that I was actually given a 12 pack of donuts and only charged for 6. I picked up the order and went home. Going through the order I only received a box of 6. I called the store and spoke with **** she said she could have 6 more fresh donuts available the next day. I live out of town and the donuts were the main reason for the order as my child had a party that she wanted to bring donuts. We had to leave in about 5 minutes so there was no way an order could be brought in time. I ended up having to drive to Lennox and purchase bars at Sunshine. I asked for a manager and was told that the Isles online manger had already left for the day and I would get a call back at 8am the next day. Its **** and no one has called and no credit. This has happene with the last 4 orders.

  

  Business response

  02/18/2022

  We thank this customer for sharing her feedback, and we apologize for the confusion and delivery of the incorrect item in her most recent order. Our Aisles Online assistant manager has been able to speak with this customer to explain how her donut order was incorrectly shopped, and offer our apologizes. Weve issued a refund for the price of the donuts, as well as provided a Hy-Vee gift card for her inconvenience, and we look forward to having the chance to serve this customer again soon.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Hy-Vee Plus membership so I could have free delivery, priority pick-up times, and to have communication with my shopper while they shopped my groceries. This service has not delivered as promised. - Almost every order I have placed has been delayed for hours past my scheduled time.- I've had delivery orders abruptly cancelled with no communication from the store. I've had to call and wait on hold for a long time in order to find out that they were not doing anymore deliveries that day and it could be rescheduled for the next day. - I've waited for up to an hour to pick-up my groceries and even returned home without them because they are "lost". - I've had poor substitutions or missing items because the shopper does not contact me while shopping. This is a service that I paid for.I contacted the corporate office for a refund of the fee that I paid for the Plus membership and received a prompt response that the local store manager would call me. After I didn't receive a call I reached back out to corporate and was told I would get a call. This has happened three times now. It has been over 20 days that I have been waiting for a phone call from the manager.I've been patient and given ***** because I know that everyone is short-handed but this has gone on too long now. I should not have to wait around for a phone call in order to have this resolved.

  

  Business response

  02/04/2022

  We appreciate this customer reaching out to let us know about her experience, and we apologize that the service didn't meet her expectations. Our Corporate Customer Relations team has been able to connect the customer with her local store leadership, and we've refunded her membership fee as requested. We appreciate the chance to address this customer's concerns, and we look forward to serving her in-store in the future. 

• Initial Complaint

  01/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Store frequently has no stock on weekly advertised items. Store advertises sale prices but often doesn't have stock on those items. This happens weekly, across several sale items. Store does not have stock at start of ad/sale date, store does not have stock at end of sale date. Store is not honoring advertised specials. I've attached a pic showing little to no stock on advertised crackers (only one flavor available).I want the store to honor sale pricing on those sale items for me when they are restocked, since the store did not make this advertised offer available as & when advertised.

  

  Business response

  01/31/2022

  We extend our apologies to this customer for the recent out-of-stocks they've experienced. If the customer can let us know which store they shop most frequently, or the location where this photo was taken, we will reach out to store management to have a store leader contact the customer about a resolution. Thank you for contacting Hy-Vee, and we look forward to resolving this situation.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We ordered online which we try to do, but evrytime something goes wrong. this time, i didn't get my coupons balance adjusted on my purchase, didn't get the salt that i purchased and got charged more for a replacment than the sale price of a product they were out of. I have conversed with them several times and they are not willing to do anything. this is so wrong, i have had so many issues with this ****** Hyvee.

  

  Business response

  02/22/2022

  Our e-commerce supervisor for this area reached out to the customer on Friday both by email and phone, but Im not sure if shes been able to connect with her yet. I will contact the supervisor again.

*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. ↩