Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Via the Hy-Vee Aisles Online program, I made a purchase of a product that was 5 months past its Best By date.I made this purchase on 11/11/2024. The product had Best By dating of 06/14/24.I contacted the store. I contacted their corporate office. I was issued an e-gift card for the amount of my original purchase, and was offered free delivery of a replacement ********** concern is not the money or the free delivery. My concern is the fact that this store sold me product that shouldve been disposed of 5 months ago.********* named Hy-Vee as the leading grocery store in this country and ****** promotes this fact in their advertising, yet they sold me inferior product.

  

  Business response

  01/16/2025

  Our customer relations team was able to connect this customer with our regional vice president for the store in question, and she was able to share her concerns with this leader. We thank this customer for bringing this issue to our attention, and for letting our leadership team address it both with her and with the store. 

  Customer response

  01/17/2025

   
  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

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  went to west locust store monday seen store brand soup for 88centsget to the checkout was charged 1.48 sign on soup 88 this happens all the time sign says one thing you pay a different price tired of this all the time

  

  Business response

  12/23/2024

  We thank this customer for reaching out to us about this issue. Our customer relations staff has reached out to the customer and ********************** director, and learned that the product in question was a different variety of soup than the one that was included in the sale, which accounted for the difference in the price. Our staff has tried to connect with the customer to see if the ********************** director has been in touch about this issue but have not received a response. We welcome a chance to talk further with this customer about the pricing question. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have received someone elses meds twice now and Im concerned about ***** and the wrong person getting the wrong meds and thats not good.

  

  Business response

  09/25/2024

  Thank you for letting us know about this delivery issue. Can you tell us which Hy-Vee Pharmacy delivered this medication, so we can communicate with pharmacy management? 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Hyvee Pharmacy in ******** in June when I received notification that my insurance got back dated to December 1, 2023 so they could rebill and I could get refunded for all my prescriptions that I paid for. They told me that they were getting an error message in their system so I contacted my caseworker and they have all the pertinent information needed to resolve this. However, after contacting them numerous more times I have gotten no response and when I call they continue to put me on hold for 20 minutes or longer because they have caller id. I have done everything on my end that I can if they are having an issue getting me my refund then they will have to contact the state to get it resolved.

  

  Business response

  09/30/2024

  We thank this customer for reaching out, and apologize for the delay in handling this pharmacy issue. We have communicated with both the store director and our regional pharmacy supervisor to reprocesses these prescriptions, and the transaction should be moving through the insurance system now. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 8th I went to Hy-Vee store 1040 in ************* to purchase groceries, in particular ************'s advertised at $1.99 each with the Hy-Vee perks card. The ad didn't show a limit so I bought 4. I realized afterward that I was charged $13.92 which was incorrect because the pizzas were supposed to be $1.99 each with the perks card. The pizza's were regularly $3.48 each so the discount was $1.49 each. I was only credited $1.49, the amount for one pizza. I went back to the store the following week because I didn't get a chance to get there that same week. I asked to get an adjustment (credit) for $4.47 because the total should have been $7.96 not $13.92. The difference is $5.96 but they did credit me $1.49 for one pizza so $4.47 was the difference that I expected I would get refunded. The cashier said it only is for one pizza and I knew the ad didn't have a limit but I didn't have it with me. I went back and dug the ad out of recycling and I was right, there wasn 't any limit. I didn't notice any signage stating a limit at the store either but I wasn't going to wipe them out (although they had a lot), so I bought 4. If I would have none there was a limit I would have only bought one. The cashier never mentioned it. So I went on line and did a contact us and the store manager just said "we have the right to limit quantities" but never agreed to getting me an adjustment which I think is unfair because their advertising is misleading.

  

  Business response

  10/08/2024

  Our customer service staff was able to connect with this customer and help resolve the issues with the sale price and quantities purchased referenced in this communication. We were also able to resolve some additional issues with coupons the customer wanted to use, as well as provide the credit requested for the pizzas. We thank this customer for letting us know about this issue and giving us the chance to resolve it.  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ****** regularly engages in bait and switch advertising. I usually let it go, but today was only Tuesday, second day of the ad and they did not have the featured item (entire top half of the front page) in stock. The item was boneless, skinless chicken breast in 18 oz packages for $3.77. They also didn't have the club pack available at $2.99 a pound from the last day of the two week ad. They only had available other boneless, skinless chicken breast at $5.99 a pound which they weren't willing to substitute at the sale price. This was my most expensive item today because I needed at least three pounds and chose Hy-Vee because of their sale price. I also purchased their perks plus membership recently and they did not reveal that some of the advertised benefits are only available if you download their app. If you don't use ************* it is very awkward to access the Android version and I usually avoid loading extra apps on my tablet and laptop and never add them to my tracfone cellphone. I pay a yearly fee for the perk plus features but am not getting all the discounted prices.

  

  Business response

  10/08/2024

  Our customer care staff was able to speak with this customer and discuss her issues with the advertised items, and shared her concerns with store management. Our staff also was able to help the customer navigate the Hy-Vee website so that the customer could activate her membership benefits without using the mobile app. We thank this customer for sharing her concerns with us and for speaking with our staff.

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21648624, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Linda Ruth

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I keep getting sent their weekly newsletter. As per their policy on their website located at: ************************************************* reached out to them through their Contact Us form to request to opt out of their printed marketing materials. I'm not 100% certain on when that was, but I believe it was sometime late last year. I also reached out to their customer service by phone. The person I spoke with said they'll get me removed however I'm still getting their mail. All I want is to stop receiving their paper because it's just going directly into the trash. Thanks.

  

  Business response

  04/30/2024

  We thank this customer for reaching out, and apologize for the confusion regarding delivery of Hy-Vee's advertising materials. We have confirmed with our corporate advertising department that this customer does appear on the list of residents who should NOT be included in corporate mailings. If any additional mailings arrive, please contact our *************************

  Customer response

  05/09/2024

   
  Complaint: 21595574
  
  I am rejecting this response because: I am still receiving the weekly newspapers. The photo is the one from last week and I also received one today. Thanks.
  
  Sincerely,
  
  ***************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased $191 worth of products from Hy-Vee's subsidiary, Whole Lotta Good, that were never delivered. They refused to refund us for this order. We have followed-up over a dozen times to request a refund and they simply refuse to honor the order. Their representative ******* has delivered a highly lackluster customer service experience and I couldn't encourage consumers more to avoid Whole Lotta Good and conduct their business with the many other better companies out there.

  

  Business response

  04/22/2024

  We appreciate this customer reaching out to us, and apologize for any confusion resulting around this order. We have been in contact with the customer regarding this situation before, and have provided the attached confirmation from *** that the order was delivered to the address the customer specified. Our team shared with the customer that with the confirmation from *** both by photo and by truck GPS that the order was delivered, we would not be issuing a refund. We welcome further conversation with the customer about their customer service experience, but will not be refunding the order cost since we show it was delivered.

  Customer response

  04/22/2024

   
  Complaint: 21557338
  
  I am rejecting this response because we have been in touch with them regarding their fraudulent claims that the product was delivered. Our order never arrived and rather than step up and issue a refund for an order which was never delivered, they've instead chosen to place the blame on the delivery service. A reputable company would work directly with the delivery service company (in this case, ***** to resolve the situation, instead of placing the onus on the consumer. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought 5 bags of chicken on Sunday March 3 which we had to make another trip back into store because you have to use the dumb perk card to get the sale price, had to wait many days for refund of first order which we had thought wasn't refunded & still not even sure it ever was when we called about this issue we brought up how the chicken bags leaked all over our car, kitchen floor, fridge and freezer, lady said she would take care of it, a second manager **** told us she would figure out something to do about it, then nothing was ever done, we have had to call numerous times only to be transferred around the store over & over again, hung up the phone on us many ************* are just rude. I have salmonella chicken juice all over my hummer, fridge, freezer and kitchen floor. This also happened to us last time we bought this chicken in these bags so one would think they would change the bags, but no a year later it has happened again. Several people promised they would fix the issue & only said to bring it back in store, then said they would figure out a refund but never did well I am not getting more salmonella juice all over my car again, enough is enough already. It already made us sick having to clean up gallons of salmonella juice from leaking chicken bags. Chicken was $40 for 5 bags and would like my hummer cleaned out,

  

  Business response

  03/18/2024

  We thank the customer for letting us know about this experience, and we apologize that it was not up to our service standards. Our store leaders have been in touch with the customer to resolve the refund issue, as well as the need to clean their vehicle. We appreciate the customer's willingness to discuss the issue with our store leaders, and hope to earn the chance to serve this customer again in the future. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been out of my ADHD medication for ten days. The pharmacy isnt filling it with brand name since they are out of the generic. Due to personal vandeta the pharmacist on staff when I called about brand basically ignored the question. He was very unprofessional. They havent reached out to my doctor or my insurance company to find a solution.Nor have they spoke to me about the issue in-depth. They have just left me without anything for going on two weeks. This is very unprofessional behavior from a business.

  

  Business response

  03/15/2024

  We appreciate this customer contacting us about her prescription issue. After further research with the local pharmacy, we learned that the customer had requested the prescription be transferred to an out-of-network pharmacy and due to the limitations of the customer's insurance plan it will cost more than when she had it filled at ******. If she wishes to transfer the prescription to another pharmacy, that pharmacy simply needs to contact our Hy-Vee pharmacy staff and we will release the prescription immediately. We hope this helps clear up any confusion and resolve this customer's issue. 

  Customer response

  03/18/2024

   
  Complaint: 21343960
  
  I am rejecting this response because: I never requested anything to be transferred out of the pharmacy simply that it be filled with brand and my insurance had already approved an override. 
  
  Sincerely,
  
  *****************

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