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Business Profile

Grocery Store

H-E-B

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Grocery Store.

Complaints

This profile includes complaints for H-E-B's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 133 total complaints in the last 3 years.
    • 40 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/08/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Near the end of March 2025, I got a delivery from HEB via Instacart as I usually do. I noticed that the gallon of chocolate milk from the order smelled like cleaning products and gave me a burning feeling in my throat. I tried to deal with the issue with both Instacart and HEB, neither wanting to help me in any way and I've come to that conclusion because I've done "too many refund requests".I posted a video on TikTok of me doing a side by side comparison of the gallon to a half gallon of chocolate milk in a smell/taste test. I've told a few of my close friends that I can tell if there are micro changes to food or drinks. I've even provided evidence to my friends that this isn't the first time that chocolate milk has been contaminated with cleaning solution as there was a case of 8 children in *********** from 2007.I'm more concerned that my issue wasn't taken seriously at all and I'm open to a different resolution via a replacement or something else.I would like to still be a customer to ******************** and instacart, but I'm here to raise concern about what I feel is no longer an isolated incident.

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      4-8-25 ***** they have commitment for a old white man that wheres glasses they do not care NARURE OF DISPUTE WRAPPED UP IN A NUT SHELL card reader does not work conveyor belt does not work at check out shopping cart does not work nothing ever works at this store every time I go in there something goes wrong whether rigged or broken THIS STORE IS A TRAP it is considered entrapment

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Resolved
      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 02/23/25 at about 1 pm, I bought two ************* **** money orders from the HEB on ********** at 365 in *****************. One was for $1000, and one was for $853. I intended to deposit them via my *********** app, as I've done several times in the past. I stepped aside and began filling out the first one. I noticed that it was marked, "MOBILE DEPOSIT PROHIBITED". I called my bank, ****, and they said that it was a recent change by **, and that it could not be deposited via the mobile app. I then attempted to get a refund from the service desk at HEB, and was told I'd have to return after 24 hours. I returned today, 02/24/25, and again attempted to get a refund. The money order fpr $853 was eventually cashed, but they charged me a $3 fee, despite the problem not being my fault. The money order for $1000 was unable to be cashed. The HEB register kept rejecting the money order to be refunded or cashed, and printed out a slip, with a phone number to call. That number revealed only recordings, and those only directed me to call *************. ************* was of no help, only telling me to cash the money order, or request a refund and wait 5 days or more to receive the money. I informed the HEB store manager, but he was unable to resolve the problem. He and the clerk eventually told me that there was nothing more that they could do, and I would have to contact ************* again. HEB has $1000 of my money, and I need it back, now.

    • Initial Complaint

      Date:03/03/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 local customer for 30 years and even worked as stock control Mgr for ********** store 30 years ago. Since I became disabled I do curbside order over 300 ever 2 week. Well I always get a txt 30 min before pickup that orders ready n I usually pickup about 15 min early. We'll today I had a 700 pickup order n showed up at 630 with whataburger n told my daughter we would probably have to wait 15 to 20 minutes cause we were early. I signed n and guy come out to rudely inform me my pickup wasn't till 7 n it wouldn't be ready till we'll after that. I informed to then cancel order that I didn't mind waiting 15 to 20 ************ goes let me go talk to manager then 5 min later here comes this girl telling me same bs n that they were understaffed. I informed her I had already watched 3 different employees deliver to cars and saw 2 different ones waiste time to come complain I was early. I also pointed out there were only 2 other cars waiting and she starts making excuses about being short staffed n everyone was showing up late n once again saying I shouldn't have showed up early and they would bring it out till after 7. I told her to cancel ********* would start ordering from *******. Having to wait wasn't the problem the fact 2 of your employees acted like I was a criminal for showing up early. I left n 10 mins later get a txt my order was ready at 645. I had already canceled n won't be back. If they would not have acted the way they did n just let me wait 15 minutes like I would have their would of been no problem. Acting like I did something wrong was the problem. It was a small 100 dollar order with 14 items. You have lost a life long customer

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Yesterday (01/30/2025) we received a food delivery from HEB for an order we did not place at or around 6:30 PM. Unfortunately, one would have thought that somewhere in one of the bags of groceries there would be a receipt with the Store Location and Phone #, but there was none. So I called the 2 HEBs closest to our home and spoke to Curbside with little help but wasn't either of them and the 2nd HEB did provide a Phone # ************ of another HEB and that was the right location involved, ****** Cypress. I talked to curbside and explained and she stated this was meant to go to an address on ************** in our HOA, and stated we did not want these groceries and someone from HEB needed to pick them up, so I also talked to a Manager and he took down my information and he said someone won't be out until the next to get the groceries, which also contained 2 gallons of oak milk which we stored in our Frig. About two or so hours later we received a 2nd delivery of the same things in the 1st order, and had to store 2 more gallons of oak milk. Around 10:15 PM I talked to a night Manager and explained and he took down more info. Today (01/31/2025) around 8 AM someone came and picked everything up and I called HEB HQ Customer Relations and explained all that happened and made suggestions. First, put a Store Receipt in one of the delivered bags in the future and 2nd, Your 3rd Party delivery should be required to come out and pick up when they make such a mistake and either deliver to the correct Customer or take it back to the ******************** of origin. I do not have any confidence in and with anyone I spoke to and consider we are HEB customers as well and right we weren't really offered anything for all we were put through for trying to do the right thing., the reason for this Complaint and we want to assure this mistake does not keep happening and we get groceries we did not order. Someone should want to retain us as Customers and recognize what we did and apologize.

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Unanswered
      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 purchased a product 2 days ago and brought it return with receipt in hand and manager on duty ***** denied refund.

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Someone used my checking account at this ********************** without my card to take over 1000. (Which is my entire social security check) I contacted them they said they can't do anything about it. I live in ******* and have never been to *****.

    • Initial Complaint

      Date:01/17/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Made my electric bill payment at customer service, then my electricity was suspended, and after calling the service provider they explained the the never received my payment, I call HEB and they said the clerk had made the payment to the wrong company and that they would refund me once there corporate office would authorize it in two weeks, I has been two weeks now and I called the today and they don't have an exact day for the reimbursement, I had to make two payment so I could get my service reconnected, so why do I have to wait when this was there mistake!!!!!

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 December 28th, 2024 My wife and I went to the store to get some meat for a Barbeque. My wife went into the store alone with our 1 year old son. Because the store was busy and the lines were extremely long she went through the self check out line. She needed help and got help from an associate because the products she was purchasing was heavy. My wife was helped by a store clerk, thought she paid and then left.Apparently there was a problem with the self check out transation and it didn't go through or register or whatever. She left the store. No one told her the transaction didn't go through. We shopped there a few days before and since with no problem.When she went there today somone named ***** approached her and accused her of stealing. She adivsed him that shes never stolen anything and if there was a mistake she could rectify the situation. He told her she needed to shop elsewhere.I called the store manager today to compain at about 3:30 PM. I cant remeber his name but he told me everyone that steals says it's an honest mistake. I advised him we spent hundreds of dollars there a few days before and just made a purchase yesterday. He said that they choose to have a 0 tolerance policy and that it doesnt matter if its a mistake or not. I asked for the regional managers information and a call from him and I was refused being told that the regional manager doesnt call customers. I've heard of this problem at ******* with self check out issues but I never expected this from HEB or to be treated this way by their staff.

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the date 11/21-someone made purchases at HEB#*** using my card and pin. I called the bank and filed a claim of fraud. They gave me my money back but then took it back because the merchant said the charges carne from the card being used inside the store. I even got proof from my job authenticating that I was at work without leaving at the times these purchases were made.

    H-E-B is NOT a BBB Accredited Business.

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