My H-E-B Negative Reviews

My H-E-B App Complaints & User Negative Comments 2024

My H-E-B app received 23 complaints, negative comments and reviews by users. Have you ever had a bad experience using My H-E-B? Can you share your negative thoughts about my h-e-b?

My H-E-B for Negative User Reviews

✓ H‑E‑B & Hill Country Fair RESTRICTEDApparently HEB does not want you buying their own brand of practically anything. It looks like H‑E‑B has made a conscious and methodically planned effort to eliminate Hill Country Fair especially when you go through the app thoroughly. I really like HEBs own personal brand for not only the lower cost of the items I am interested in but for health reason as well compared to big name corporate brands. From trying to shop from this app this last month I’m beginning to think that HEB is trying to quietly eliminate Curb Side shopping without coming out and just saying so. I feel like I’m being forced to spend more money on higher priced items that I don’t even like just to get something close to what I’m looking for. I was so glad when HEB began building stores here so I didn’t have to go to the unionized KROGER STORE but at least KROGER has the entire store on their app which has made the whole curbside shopping experience much more of a pleasure. HEB, you really need to put yours and even more products on your app. Get with the times and move out of the dark ages. One more thing, I didn’t start using curbside because of the virus, I started using it because I can’t stand rap music and hard rock being blasted in my ears when I’m trying to shop..HarleydrifterVersion: 1.16.0

✓ App is worse and worseDownloaded the app to try curbside delivery because of the coronavirus and my compromised immune system. Except a bunch of items can’t be added to a curbside delivery and can only be picked up in person. This is probably no big deal if you’re healthy and don’t have food allergies or diet-related illnesses, but that makes this app useless to me. We’re picking up an order tomorrow that we placed 2 weeks ago and I’m terrified you’re going to force me to bring food into my home that I’m deathly allergic to. I just tried to place a second order (soonest pickup nearly 2 weeks out), but now there’s a limit on how many bags of frozen food we can buy? I don’t get it. Medically necessary diets, plus a ton of allergies, and we are vegetarian. We’re not buying your bacon or cheese, so let us buy extra broccoli. Forcing substitutions is understandable to a certain extent, but you need to remember that for some of us, your forced substitutions could be deadly. Honestly, the disappointment is severe and keeps getting worse, H-E-B. People are staying out of shops to protect people like me, who were already feeling unsafe in shops even before the pandemic, and were already regularly utilizing delivery and pickup services. How the heck are your disabled customers supposed to buy food? Please rethink your app features and center your disabled customers. I promise, if your app works well for disabled customers, it will work great for ALL your customers..JentropyVersion: 1.8.0

✓ Transparency is lackingI 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..BetBet87Version: 3.11.0

✓ Coupons don’t work rightNot that it was a great app to begin with, but the old app was better. For starters, at least on the old app every coupon I clipped was applied at checkout when I bought the items. I’ve been twice since switching to the new app and both times I’ve gotten home to find that multiple items I’d clipped coupons for the night before shopping did not get applied. The first time I let it go, but now I feel like I’m owed money. From now on I’ll skip the app and use the paper coupons hanging on the shelves in the store. I wish I had already because I’d have saved close to $10 on digital coupons that didn’t work. The other thing that irritates me is that on the new app it no longer defaults to sorting the clipped coupons by expiration date. I can manually tell it to sort that way but it’s a pain..Evolvn1Version: 1.6.0

✓ Cannot Access My Order From AppI 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..RdwngfnVersion: 2.15.0

✓ Caution!! Doesn’t apply Coupons!!!The past few times I’ve gone to HEB I made sure to check coupons before going to the store. When I’m there in line the barcode on the app always showed no coupons could be used when the Cashier would scan. I figured it was because I may have duplicated the coupons with the in store yellow coupons (no biggie). Well after the 3rd to 4th trip where the scanned app coupon didn’t take off anything I knew something was a miss. My last shopping trip I separated my in store yellow coupons from my App coupons and PID separately. Long story short the app coupons should have saved me $25 (for 2 coupons) and when the app barcode was scanned (multiple attempts) it SHOWED ZERO $ DISCOUNTS ($0.00)!!! I was furious!! This means this whole time this darn app is scamming me and not applying coupons as it’s supposed to be doing!! Rip off!! Will start looking for in store yellow coupons until the app is fixed! I have the iPhone 11plus purchased in October 2020 so it’s not because I have an outdated phone or app either..NikkiChristmasVersion: 1.25.1

✓ Needs workThe app is ok…I don’t like how you can’t share a list with someone. It makes making the lists obsolete. If you place a pickup order, you’re charged more for each individual item, but if you can share your list with someone who’s going to the store they can get what you want. My mother is on a fixed income and can’t always go to the store for health reasons, but she should be able to make a list and share it with me so I can get her stuff for her. This way I know I’m getting exactly what she wants without her being charged more. Also, switching between stores to try to find certain things is tedious. I’d like to be able to type in what I want and find out which stores near me have it without having to switch to shopping in store at each different store..Jsarah77Version: 3.30.1

✓ Driving company profits, not customer convenienceThis app doesn’t include even half of the items in the store. The app seems to only include items that have higher margins for the company. For example, they don’t include 1 gallon containers of milk, but they do include 1/2 gallon of milk. Per ounce the 1 gallon container is less expensive than the 1/2 gallon of Organic milk that is the only option. I don’t mind the app trying to steer customers to items, but blatantly exclude items is just not right. I’m looking for an app that will allow me to scan anything in my pantry so I can keep track of what I have. If any app should have every item in my pantry, it should be the app for the store I buy EVERYTHING from. Curbside delivery is even more limited. This I understand, however, there should be an option to pay a fee for items that are not currently offered for curbside..HopingForABetterAppVersion: 1.7.1

✓ Major missing feature & problematic changeSince the COVID shutdown my family has used this to order our curbside groceries. Overall we appreciate the simplicity of the app. We use this every week so please don’t take this review as a hatred of the app. We are grateful but frustration have been building. There are two major areas that need improvement. Both center around the fact that my wife and I both work on the same order from different devices. There was some technical change in the last three months that makes this difficult. First the counter on the cart stopped updating when upon loading - this means the cart appears empty before we import an old order so we assume the other person has not added any items yet. Not true most of the time. The missing feature is the ability to see when and how the order was added to the cart(the how could be some sort of small icon over the image to symbolize the import) and at seeing when it was added would also allow us to know that the additional items were purposefully placed. Honestly at the core of the issue is that the app isn’t friendly for multiple users. It has even started glitching when we are both trying to work on the list when it never used to. Sure we can work around these issues but it makes us hate the process. Please consider heavily the frustration and anger this causes us and likely others every week, and recognize that a feeling of dread when we need groceries isn’t good for business..Joshua-JakeVersion: 3.13.0

✓ Organize by aisleWith the old version the app put my list in order according to the store’s layout. Blueberries were at the top because produce is near the entrance and shampoo at the bottom because that’s on the far side of the store. I could walk through the store & get each item on the list without doubling back. Now with the new version the items are categorized (which is fine); however, the categories seem to be listed alphabetically on my list which doesn’t match the layout of the store. Now, first up on my list is butter because that’s in Dairy “D” which is in the back of the store. Blueberries are further down the list in Fruits “F”. Worse than this, even items within each category aren’t organized by aisle. So if I have a long list of items in “Pantry” they aren’t sorted by aisle so I have to look at the category & then keep checking as I get to each aisle because 2 items on the same aisle in the store are not organized together on the list in the app! Very frustrating. Organizing the list by category/department is fine, but please fix it so that the list is in order of the store. Thx!.Mom9297Version: 1.4.6

✓ Old App Was BetterThis new app seems like it’s pushing customers to shop online and have their groceries delivered or picked up curbside. I’m an in-store shopper. I like that experience. I have a few issues with the new app. • The items are no longer sorted by aisle and it doesn’t group items that are marked off the list. This added an additional 20 minutes to my trip because my list was 30+ items long and I had to continuous turn around or take a break so I could thumb through the list. • I was just bragging to a friend about how H-E-B’s app lets you add items to your grocery list from an H-E-B recipe. The new app doesn’t. Thumbs down! The recipe finder is gone. • The old app let you add coupons to your list. In fact, I was able to add coupons to my list from my desktop, but they were gone when I got to the store and opened my app. I was disappointed because I couldn’t readily mark coupons off my list. • The new app makes it harder to add items to a list. I kept accidentally adding items to my “cart” for delivery or pick up. It’s a pain that my cart is on the home screen by my list is a couple clicks further..BdtdsddbjVersion: 1.4.6

✓ Stop Making Pharmacy Section a Pain to use!!!Access to most Pharmacy tools are a serious pain to use. Password login EVERY SINGLE TIME, sometimes with the addition of one or more Captchas??? Get Real!!! I’m trying to either reorder or check the status of my prescriptions. I use secure, cryptic passwords, generated by a password manager (the app doesn’t integrate with password managers, or even the built-in iOS Password Management System, so I have to exit the app, open my PW Manager, search for and copy my H-E-B PW, so that I can go back and paste it into the app.) Can’t H-E-B find an app developer who is capable of adding an option for FaceID/TouchID authentication? Again, what’s the deal with Captcha’s on a phone app, especially an iPhone. Apple is working to make their software capable of supporting a password free environment (fully biometric), H-E-B seems to be moving in the opposite direction with this app. I Love H-E-B stores, I only wish I could say the same about their services software..WulfemanVersion: 3.25.0

✓ Completely BrokenHad 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..DasDasCabaretVersion: 3.1.0

✓ Digital Coupons don’t work correctlyI added about 12 coupons to the app and at checkout only 4 of them worked. The cashier said the coupons worked but only took off about 4 dollars off of total. I had over $20 of additional coupons that it did not register. I had to go through all the coupons on app to see if they applied and was difficult to ensure all were accounted for. This is unacceptable. With old paper coupons the cashier would know which ones did not take and could enter them manually to make sure they were all accounted for. With the app it is difficult especially with a large cart. I almost want to avoid items with a coupon b/c then I don’t need to worry about getting cheated out of a discount b/c the app has no accountability for missed coupons. This needs a fix fast, or you need to bring back paper coupons. For the elderly that don’t know how to use smart phones, I’m guessing you don’t get H-E-B coupons anymore unless you learn how to use the app. Disappointed customer..Disappointed customer 152Version: 1.14.0

✓ Clean up this app!I have used the locator search function for quite a while. Now I see there is a new app called “My H-E-B”. I downloaded it and have used it to order curbside. Yet each time I open the app it tells me I should down load the new app even though I already have it on my iPad. I also notice the search function brings up lots on totally unrelated items which makes the review process clumsy. Why are pickles associated with pizza? Tighten up the search engine so it returns fewer, more relevant, items. When I went to add a couple of items to the list I originally entered at placement of the order the guidance on adding was not clear. Once I think I added the items, there was no indication if the change was completed. I noticed the cost changed & new items appeared on my list but that was it. Again, a clumsy handling. Thanks..James0477Version: 1.8.0

✓ New App is Not User FriendlyI can not describe how much I dislike the new app. While the old one could have used a few other features, this new one is just one confusing mess. Earlier this week I stood in an aisle for several minutes with a stocker while we tried to figure out the coupons. Then I help up the check out line because the cashier and I were trying to figure out how to scan the coupons. Thankfully they sort of added the aisle numbers to the shopping list since my store recently rearranged every aisle. As a customer, HEB as a whole has been very disappointing lately. From fewer checkout lanes because of the new self-checkouts, to getting rid of multiple items I have been purchasing for years, to an increase in bulk-only items, to rearranging the store so I can no longer easily find anything, it takes me so much longer to shop now. They are becoming the things I hate about Walmart, and that is highly disappointing..DcaroltVersion: 1.4.6

✓ Unnecessary extra clicksWhy can’t I delete this stupid wish list??? I just redownloaded this app onto an additional device, and it’s a million times more frustrating! want ONE shopping list so I can add items at different quantities easily and quickly from the search results without picking an item...choosing a shopping list...confirming that I want to add it...dismissing the annoying ‘added’ banner that sits at the top of the page forever...then x-ing out of the product...then going to the shopping list to change the quantity... It’s an endless maze of never-ending extra taps to do what worked so efficiently before. For some ridiculous reason every time I click between shopping and my checkout list, it also just adds a page on top of the old one, rather than jumping back and forth, which I didn’t realize until I tapped out of one page, and found my entire activity history stacked in pages one on top of the other. About ready to delete this whole app and set my other device to never update. Or just go to Kroger..TexasbuckeyeVersion: 1.19.0

✓ Guys... really?So, I’ve traded a crappy app for a really crappy app? At least the old crappy app put the items I added to my cart in order of where they were in the store so I could shop efficiently and I wasn’t asked every GD time what list I wanted to put the next item in! Can I please just use the old app without it asking me to download this stupid thing every time I open it up? Yes, it was a crappy app, but it was WAY better than this one. You took away the only useful and redeeming feature from the old one and showed me once again you guys just don’t have a clue what you’re doing with this thing. Oh!! And!!! MAKE IT SO I CAN SHARE MY LISTS WITH MY SPOUSE!!! We’re one of those weird couples who actually communicates with each other and send each other to the store when one of us can’t. It would be nice to share a list with... I don’t know... iCloud!!! Maybe learn that little API. Each time I want to log in with her account on my phone we have to reset the password because it’s wrong. Yes, I know I could be putting it in wrong, but I’m using Keychain and it saves it for me when I reset. I’m gonna back Apple on this one. I’ve even manually typed it into a notes app and copies and pasted it into the new password field and it still says it’s wrong when I log out and log back in..CritexVersion: 1.4.6

✓ Poor user experiencePlease restore the Pharmacy app. The migration to the My HEB app does not provide as good or better experience for pharmacy users. 1. The my H-E-B app does not inform you of a problem with a refill. 2. The my H-E-B app does not have a feed back section contained within the app. 3. Biometric authentication is broken. The app redirects to the H-E-B website where I am forced to enter my password. 4. Overall customer experience with support teams pointing fingers to each other. You can tell they are tired of fielding customer complaints. ——— Following up to my original review. I am leaving H‑E‑B as a pharmacy customer. My medication are routinely not available based on the time the app specified. Even worse, the time and date will be changed and I am noticing that my meds will not be ready at the agreed upon time within the app. The entire pharmacy experience reflects on how poor overall customer service has become. If this company is going to front end the pharmacy experience with the this app, the entire process and procedures need to be reviewed and updated..SpartaK0sVersion: 3.30.1

✓ Improved but not 100%I was so excited to see in store shopping was available in the new app. We used it this weekend and I was disappointed. Yes it’s easier to add items to my list, the coupons are easier to add, and the aisle location is still there, but that’s it. I don’t like how it’s organized by type because that’s not how my store is laid out. We had to do a lot of doubling back because, for example, cheese isn’t with dairy and ground breakfast sausage isn’t with the ground beef. I know the layout of the store to know this, but when we use the app to help us with the order and check things off top to bottom this isn’t helpful. It would be great to have the option to sort by aisle or by type. Also I would really love the subtotal (even if it’s just an estimate) in the cart total. Finally, it seems I have to delete my whole list or items individually. I admit there may be an easy fix I haven’t found yet but in case there isn’t I wanted to include. In the old app we could tap clear cart and I don’t see anything like that as an option. Not a huge deal but something that would be nice. But this is enough for me to continue to use the old app for now..AimstertxVersion: 1.4.5

✓ Useless AppI 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 🤦🏻‍♀️.👎HEBVersion: 2.17.0

✓ Some areas good, others not so goodI like the app in that it organizes your list by aisles, but the aisles need numbers on both sides. It causes traffic jams with people looking on both sides for a single item when they could know which side to look. It doesn’t take anymore signs than you have now. Only re-numbering. Also, left rear center back section of the meat area???? Just put a number on it. I’ve actually asked employees that could tell you exactly where an item is, but have no clue where that is. Make it simple with numbers. They agreed that numbers would be much simpler. Your new Pharmacy section in the main app. Is not user friendly to me. I liked portions of the old one better. What I would REALLY like is the ability to put my old, no longer used Rx’s in an archive location. It’s a pain in the but to have to sort through old Rx’s that’ll never be used again just to try to figure out which one to ask to be refilled. It’s a good app. But it needs a little refining IMO. Thank you I would like to add another thing. In the pharmacy portion of the app, there is no way to add a family member. How can a parent manage a child’s prescriptions, or an elderly family member that can no longer handle their own medical issue? There used to be an option in the old app to do that. Granted, it never worked, but at least someone attempted to provide that feature. Again, thank you..NLA365Version: 3.24.0

✓ Needs some basic enhancements1) 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..Opinions are likeVersion: 3.10.0

My H-E-B works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact My H-E-B.