H-E-B

Reviews

• EJ

  Eddie Valles Jr

  2 days ago
  1.0
  Customer Service Complaint: Poor Communication, Lack of Empathy, and Inconsistent Delivery Information I am writing to express my extreme disappointment with the customer service I experienced at the H-E-B Pharmacy on Bulverde Road. Having spent 43 years in the retail grocery industry as both a grocery manager and store director, I understand firsthand the importance of customer service, accountability, communication, and, above all, compassion. I am currently dealing with significant pain from a left rotator cuff injury and a painful hernia condition that recently required an emergency room visit. After being awake for more than 33 hours and experiencing severe discomfort, my wife suggested that I take advantage of H-E-B’s prescription delivery service. At approximately 2:00 a.m., I arranged for my prescriptions to be delivered. My confirmation clearly stated that delivery would take place between 9:00 a.m. and 1:00 p.m. However, when I contacted the pharmacy to inquire whether my medication could possibly be delivered sooner because of my pain, I spoke with two female employees, one of whom was Daniela. Both informed me that prescriptions were pulled between 9:00 a.m. and 1:00 p.m., but deliveries did not begin until 2:00 p.m. and could continue until 8:00 p.m. My question is simple: Why advertise a delivery window of 9:00 a.m. to 1:00 p.m. if pharmacy employees are telling customers something entirely different? More importantly, where was the empathy? I was not asking for special treatment or demanding the impossible, as a former partner myself wit HEB and CM. I was simply asking whether anything could be done to expedite medication for someone experiencing considerable pain. Unfortunately, I did not feel that my circumstances were acknowledged with the concern or compassion I would expect from healthcare professionals. I also spoke with Jacob, as I asked for the pharmacy manager, who requested my telephone number. I declined to provide it. Following that conversation, I attempted to contact the store director, whom I was informed was Kim. I was transferred and told the phone would continue ringing until she could be reached. After an extended period of unanswered ringing, I finally disconnected. I subsequently contacted H-E-B Customer Service and spoke with Wendy. Wendy deserves special recognition. She was professional, attentive, compassionate, and genuinely understanding of my concerns. She demonstrated the very qualities that I spent more than four decades expecting and encouraging from my own employees. Interestingly, while I was speaking with Wendy, there was a knock at my door. My prescriptions had arrived at approximately noon, within the originally advertised delivery window. Although I certainly appreciate receiving my medication on time, that only made the conflicting information I had received from the pharmacy even more frustrating. Let me be perfectly clear: My complaint is not about the delivery driver or the fact that my medication arrived late. It did not. My complaint is about inconsistent information, poor communication, and what I perceived as a lack of empathy toward a customer experiencing significant pain. After 43 years in retail management, I know that customers will remember how they were treated long after a transaction has been completed. I respectfully ask H-E-B leadership to review this experience, address the inconsistent delivery information being communicated by pharmacy personnel, and reinforce the importance of compassionate customer service, particularly when dealing with patients experiencing pain or medical difficulties. I also ask that Wendy in Customer Service be recognized for her outstanding professionalism. H-E-B has built its reputation on taking care of Texans. I sincerely hope that philosophy continues to extend to every customer interaction, especially within its pharmacy department. A prescription may be just another order to an employee, but to a patient in pain, it can mean everything. Thank you for your attention to this matter.
• YY

  Yoko Yolose

  Oct 17, 2026
  1.0
  2:15 pm at the self-checkout, a guy was packing things super, super slowly, and with such laziness... a turtle would move faster. Obviously, he's doing it to work as little as possible and not help people pack their things! I hope the managers pay more attention to unproductive people!‼️‼️‼️‼️‼️‼️‼️
• JP

  Jay perez

  Oct 15, 2026
  4.0
  As a transplant, we were disappointed athe the lack of different grocery stores. I have grown to love this HEB!
• MP

  melinda praths

  Oct 12, 2026
  1.0
  aliza garcia or alyssa garcia dont be professional at her job she looks at people all serious with a death stare as if were not allowed to shop at the store it is a grocery store... its not her store she built some people need to work from home with that ugly attitude that store isn't high class
• KK

  Kathleen

  Oct 7, 2026
  2.0
  It would be really great if the H-E-B on Bulverde Road hired associates, especially in the Curbside department, that did not lie to the customer's face about NOT having a product in stock. An associate told my husband that a bunch of bananas were not in stock. My husband was charged for four bunches and was told they were not in stock. He had to call and get a refund. We were parked outside of Curbside.

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