H-E-B — Attraction in Austin

This HEB has discriminated against me! I have never had such a hard time trying to get refund in my life and I am mentally drained. I have gotten money orders here many times but around late December I go in to get $3000 for my move in cost for my money order and it was a short Latina women I believe with a black beanie! Remember this lady!!! I’ve never had to provide my id in order to pay for a money order but okay she ask for My id and my id was expired but she denied me the money order. Fine! New protocol I guess so my wife goes and gets the money order and pays with my card since her ID is up to date. She even asked for her social security! For a money order that I’m paying for!!! Okay but that’s not the bad part. The apartments I am in neglected to inform me that they don’t take money orders so I had to go get a refund so I pay online. I go back to the HEB I got it from and it’s my signature and name on the money orders. I go back to get the refund, they couldn’t refund it because I needed the receipts. Okay cool, I go and get them and come back. Next a white bearded man was helping me with my refund and he types my name in the system and the “system” declines it and he gives me this number to call called “VALID SYSTEM” to verify my identity. The excuse this time was “Oh, is this your first time cashing a money order? You have to do this.” Fine! Guys I called this number over 20 times and it’s an AUTOMATED SYSTEM THAT AUTOMATICALLY TELLS YOU THAT EVERYONE IS BEING ASSISTED AND THEY WILL CALL YOU BACK…it’s been over a month now guys NO ONE HAS CALLED BACK! I said okay! I go back and maybe it’s because my wife’s ID was used to get it and we return to see if that was the issue but no it’s my signature so I have to be the one. I live in Austin and Dps here are booked up until February. I’m already late on rent. So I drive to Columbus ATX to renew my license for this. I get back and I bring in my renewed license plus the receipt of my getting it. THE MEXICAN LADY WITH THE BLACK BEANIE WHO GAVE ME PROBLEMS IN THE VERY BEGINNING IS THERE! AND THE WHITE BEARDED GUY IS HELPING ME OUT AND SHE COMES FROM THE BACK PROBABLY LOOKING THROUGH THE FAKE MIRROR GLASS AND CALLS HIM TO THE BACK. When he comes out his whole ora changed! He then proceeds to ask me questions like “why are you returning?”, “that’s weird that your apartment doesn’t take these.” He matches up everything and proceeds to type my info into this “system” and automatically I’m declined again and he gives me the SAME NUMBER THAT GOES NOWHERE!!! At this point I’m livid because I have everything that is needed! I am black! I get it! But she told him to not let me go through! Because what???! RED FLAG WAS THIS! I say there is something wrong! Why is it declining me and and he gives me a different excuse! He says “maybe it’s because you don’t have the physical license I don’t know..”WHAT!!! HOW DOES YOUR SYSTEM KNOW THAT MY LICENSE ISNT PHYSICAL???? I HAVE A VALID RENEWED DRIVERS LICENSE WHAT ARE YOU TALKING ABOUT!! GET A COP TO VERIFY I DONT CARE! But he tells me there is nothing they can do! Wow…they dinged me themselves and discriminated against me! There is no way I have all valid identification and this Mexican beanie lady calls you to the back and all of a sudden I’m dinged back as declined! Either HEB IS STEALING MONEY OR THESE PEOPLE ARE JUDGING AND CALLING FRAUD ON PEOPLE WITHOUT PROPER CAUSE. HEB WILL HEAR FROM ME! I DONT HAVE 3K LYING AROUND AND I HAVE A KID! Some people have it worse than me! HEB HAS to stop this practice! I will proceed with going after the HEB staff and the practice they use...

HUGE, CLEAN, BEST PRICES, DEDICATED & FRIENDLY STAFF, NO B.S.

This review comes from me as an autistic woman who doesn’t like being in public.

I’ve never looked forward to going to the grocery store before this HEB. I don’t avoid grocery shopping in person any more!

This store is HUGE & CLEAN! Self checkout scanners are wiped off, grocery carts are never gross, the isles are constantly being organized and stocked… what’s not to appreciate?

The staff is friendly, knowledgeable and lively. Chatting with DINESH makes me feel comfortable with his easy smile and sharing his positive outlook on life. ROBERT makes checkout a PG-13 comedy show and is quick to involve multiple people in line- I LOVE IT. Feels like community. BRADEN is fast, efficient and easy to communicate with; somehow he always gets the challenging checkouts with me and both makes it easy and advises me how to avoid issues on the next run. High five! CANDICE has a soothing, welcoming presence, a ton of patience and great cardigans. The business center/customer service staff really listens and figures issues out quickly. It’s impressive and rare for a big company.

Big shout out to the humans of the pet and bulk food/health departments who have gone SO far out of their way to assist on multiple occasions; Whether it’s ordering the vitamins and minerals I need, or digging out the pet supplies my pup wants from the bottom of a stack, the staff here makes my household feel VALUED. (Thank you to the blonde woman from the health isle for ordering the fish-free algae oil, I’ll try to get your name).

HEB brand items have kicked higher priced Name brands off my shopping list for good; it’s easy to move that money over to perishable groceries in these difficult financial times so I can still buy price fluctuating vegetables! Overall the price of interior isle items don’t seem to fluctuate much and the sales run for a long period; giving me time to stock up on non-perishables over a couple paychecks.

To quote Robert: “See you tomorrow”!

My...

HEB has gotten too big for their own good. Customer service used to be amazing. The last few years everything has gone downhill. The curbside began as a great addition but lately I've gotten bad quality products or just the wrong ones. Now the last exchange just was the last straw and I've decided not to buy there again. I know they won't care but it's a matter of principle.

A few months ago I got the HEB Debit Card. I tried several times to link it to my bank as they requested with no success. I called and emailed customer service and it was a disaster. I finally decided to cancel the account. First they told me I had to go in person. I went and they gave me 2 options to give me MY money back. Either a card or something like that to spend there, but it will charge me a fee (????) or give me a check to deposit in my bank. I took the check. For personal reasons I couldn't deposit the check for a while, and when I was finally able to do it it was expired. I went today to ask them to issue a new one and they refused. The check was issued by a third party so I needed to ask the third party to issue the check. The lack of empathy and will to help me shocked me.

I called the third party and it was another nightmare. After choosing several options in the menu I was finally able to talk to a human who was even worse than the personnel at HEB. She wanted the card number and I explained I cancelled that account and didn't have that number, and kept repeating like a robot "need number, need number, need number". After 6 or 7 times of that crazy exchange she changed the message and asked me for other info and finally registered my request. Now, if I ever going to get that check again is anybody's guess.

I've been a customer of HEB for more than 20 years and I'm so disappointed with how their customer service has been...