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Complaint Details
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Initial Complaint
02/24/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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.
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Get a QuoteCustomer Complaints Summary
42 total complaints in the last 3 years.
11 complaints closed in the last 12 months.
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