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Transparency is lacking
I used to a proud H‑E‑B customer, but now I feel duped. I have always been a deal seeker and coupon cutter. I would normally not go out of my way for a better price, but due to the current economy it has become necessity.
Recently, I had plans for a trip to H‑E‑B and another store. I was using both store’s app to compare prices and create my shopping list. I was surprised to see most of my items were higher at H‑E‑B. The variation was 10 cents to $2, with all the items on my list it would have added up to about $20. I went to H‑E‑B and purchased the items on my list, but started to notice some of the price differences. I looked at some of the items I had planned to buy at the other store and noticed the labeled price was about the same as the other store. Why??!
It turns out that the “Free Curbside” is not free, many of the items include an up-charge. I have not been able to find a way to tell which items have an up-charge and which don’t and how much each upcharge is. All that I know is, is that I will never do curbside again with H‑E‑B; because if you are buying a cart full of groceries, it will probably be around a $20 “free curbside” upcharge , that is not disclosed whatsoever.
I am also very disappointed on how the coupons are applied. There is no transaction history of your used coupons in the app. Several times I have purchased items because of a coupon to find out later it did not get applied.Show lessBetBet87
Developer Response
Hi there! We appreciate you taking the time to leave us a review. We are always working to make the app better for our customers and will be sure to share your feedback with our Partners. Additionally, we do charge a 3% fee to the items listed online to help cover the cost of the service. For more information, please feel free to reach us at 1-855-803-0611. Our Partners would be happy to help.Needs some basic enhancements
1) Out of stock items are often listed as available. I’ve been in the store, saw zero stock of an item, yet there it is available for selection in the app.
2) Needs a toggle switch at check out for switching method of payment. Specifically, at the “Place Order” screen. Most other apps that allow multiple forms of payment have this option. The current method of having to go into my profile and update it, then place order, them remember to go back into my profile and change it back is klugey and behind the times.
3) Should be able to update tip AFTER delivery. Sometimes I forget to set it and the default amount is WAY too low, so I’’d like to increase it after delivery. Other times, I’ve tipped high but the delivery person has done things like dump expensive organic blueberries all over the patio, and so I’d like to adjust the tip down.Show lessopinions are like
Completely Broken
Had my 25th delivery today and I’m done. I have had to call with damages or missing items EVERY SINGLE TIME. Coupons will indicate they are added, but the discount doesn’t appear in the amount charged. I often get items that expire the next day or produce that is clearly spoiled. Substitutions are completely random. I have also had items removed that were “out of stock,” called the store to confirm they were out of stock and no substitutions were in stock, and then gone to the store myself to check within an hour or less, and all of the items are there. Customer service is either super nice or incredibly rude. I can’t trust that this app is giving me correct information, so I’m not using it anymore. Any five-star reviews are just to support a local company.
Update: “Developer Response” is obviously a form letter. Obviously no real person read my review. There are significant stock issues and coupon issues with this app that need to be addressed. Also, new complaint: when you order alcohol the app used to have you upload a live image of your license and face for verification. Now you have to meet them in person. What’s the point of safe delivery during COVID if you have to meet a random person face to face? Would downgrade to zero stars if that was possible.Show lessDasDasCabaret
Developer Response
Thanks for the review. We are always working to make the app better for our customers and will be sure to share your feedback with our Partners. To further assist, please feel free to reach us at 1-855-803-0611. Our Partners would be happy to help.Useless App
I agree with other reviewers, H‑E‑B does not let you know what product is in stock or out. I understand they have the substitution option, but certain things you cannot. I ordered certain Gatorade for my husband for pick up, but H‑E‑B did not inform me they did not have it in stock. I drove out there and an employee came out telling me they don’t have it and I didn’t check substitute. I asked the employee why didn’t they inform me instead of wasting my time coming there and they do not have it. Not to mention, I waited over 20 mins just for her to tell me they don’t have it. She told me the app should have informed me of the out of stock and there was an app issue, but that was the first time. I left, 2 hours later I get a cam from an H‑E‑B associate telling me to pick up my order or I can pick up up next day. I called and confirmed and another associate told me oh no, my order was not in stock 🤦🏻♀️Show less👎HEB
Cannot Access My Order From App
I placed an order last week that was to be picked up a week later. Whenever I try to look at my order on the app I get an error telling me something went wrong and I have to have an account to place an order. I am already logged in and can start a new order but to look at my order and leave notes I have to log on from a computer and not the app. Also when placing an order it only allows you to choose items that are currently stocked in the store. Why not show everything that is carried by that location and allow it to be selected. That’s one of the reasons ‘allow substitutions’ exists. When orders are being placed a week in advance product availability will be significantly different. Today the store is very well stocked compared to last week. And I cannot even access my order (see above) to request specific brands that are now in stock.Show lessRdwngfn
Incredibly useful
I love being able to make my shopping list on my phone. And not just in my notes app but being able to put specific products on my list with a picture, and it tell me which aisle! My husband is lactose intolerant, so it’s handy when looking for dairy-free items across different HEB’s in my area.
The coupon features are great too.. if I remember to show it at check it out. It’s great to be able to look through all the coupons in the store and on the items I’m already buying.
Some suggestions:
-It would be fantastic to browse products by aisle. Say I’ve never been to a certain H-E-B before or I’m not familiar with the products they carry, I’d like to be able to browse them all without searching a specific word/product.
-MY BIGGEST SUGGESTION. It would make my heart so happy.. put a subtotal feature in the regular lists! I can only get a subtotal if I’m using curbside or delivery but I WOULD LOVE to know my subtotal while making my in-person list. Right now I just add the items to the curbside/delivery list to figure it out. It’s an extra step, kind of annoying, but I want to make sure I’m getting what I need and staying within my budget.
It’s such a great app— it looks great and it’s easy to use.Show lesszcardenasbemo
Nursing School LifeSaver
Well, before the Pandemic hit, I was utilizing curbside pickup for groceries because I was/am in Nursing school and teaching part-time. My time is more valuable now than ever before and with the ease of adding and editing (produce and bulk items) in my cart. I can plan and pick up. This is essential as a planner to know I am getting quality products without the hassle of returning items that don’t fit my liking. After several months close to a year, I can say H-E-B has the set up right for you to be efficient as a grocery shopper on the go! Thank you for making my life just a little bit easier as I try to study to save the world and teach young minds that one day hopefully will change the world too.Show lessBeautiful Poem 29
Wonderful
I love the to go app and service. I save time and money. I have used the service since H‑E‑B began providing groceries, just about always! It saves time, money and calories! The part of grocery buying that I don’t care for is that I still have to come home, write the “use by” date on the packaging, and the putting things away part and the cleaning out of old or perished items! “On -the-go curbside-shopping”, does not solve all problems, but it does solve many other ones. Ha! “On-the-go curbside” helps me throughout the week. As I think of items I need for the next shopping time, I simply add them to my phone H‑E‑B APP! I usually do not allow substitutions but this has only caused a few problems, along the way. It is good for me to go into the store every few months, just to be able to see the new things the store has added. Additionally, I love fresh flowers, the plants H‑E‑B sells and the bar-b-que! I hope this has helped someone. Have fun shopping!Show lesssdenisey
Developer Response
Thank you for taking the time to leave us a review of the My H-E-B app. We are always looking to improve our customer's shopping experience and are happy to know you are enjoying the My H-E-B app and our Curbside service.Makes Getting Groceries More Enjoyable
I absolutely hate grocery shopping, so being able to use the My H‑E‑B app to shop from the comfort of my home makes things so much better. I also love being able to add things to my list throughout the week as I think of them - it’s very convenient and I have less “I meant to get that at the grocery store moments”.
One of my favorite features is to look through past orders and add to my list based on those. It’s especially helpful when I am remaking something from our menu from a previous week. I don’t need to look up all my ingredients from a recipe or try to remember what I got before because it is already on the app if I’ve ordered it before (which is likely for us since I remake a lot).
Lastly, I love the suggested picks and meal ideas the app provides. It really helps me try new things and find items I would have never thought to grab or would have glanced over in the store.
I would definitely recommend this app for the ease, added health safety in COVID, and ideas it gives that make shopping and preparing food for the week more enjoyable.Show lessSmall Business Hopeful
Could use some helpful features
I don’t usually do the shopping- in the old days, I would write the type of product on a list and my spouse would get it from the store. I spent 30 minutes trying to find the right kind of string cheese. Please highlight the kind I usually get. Make it easy to search my purchase history the same way we can search for items to buy and easily add them to the cart from the search results. And let me search my shopping cart! When I finally found the string cheese, it turns out it was already in the cart… I had tried to look through the cart and didn’t see it, but I did look for a search field and couldn’t find one.
Please add these features for my sanity. I’m sure they’ll be helpful for other people too.Show lessSuraza
