H-E-B - Austin, Texas

Brian W.

This is not only the worst HEB in the chain, but by far the worst grocery store I have ever visited.

The store is currently under construction. Instead of temporarily closing the store and rapidly completing construction, HEB has elected to terrorize its customers with a prolonged construction schedule that keeps the store open and on life support throughout the process like you holding out hope for the promotion at work that will never come.

Each time you enter, the store has been rearranged due to the construction. However, even at its "peak" before construction, the store was a disaster. Items are often out of stock or inexplicably placed next to totally related items. Carts are all over the parking lot. The check-out area feeds directly into the store entrance, creating a constant battle of people try to enter and exit from the same small set of doors at the same time. Currently, the interior of the store looks like a bad haunted house, with empty coolers, plastic sheeting and caution tape strewn about.

If you are unlucky enough to live in central Texas, you know that HEB holds a near-virtual monopoly on the grocery store business. What I wouldn't give for a clean, well-organized Publix. I'd even settle for a Kroger. But NO - we must suffer with HEB and its stranglehold on central Texas. If only Ken Paxton would investigate something useful, like this.

The ONE saving grace of this store is Jorge, so is often hovering around the self-checkouts handing out bags and showing off that he does squats twice a day, if you know what I mean.

Abbey

This H-E-B is currently undergoing construction, which is making the store layout a bit confusing to navigate. I was able to find most of the items I needed, but I'm looking forward to seeing how they reorganize the store after construction is complete.

Nicholas A.

I had the pleasure of being helped at the pharmacy yesterday by an outstanding employee named Niki, and I just absolutely had to leave a review. It only did she provide excellent service, but she also handled an incredibly difficult and rude customer with such grace and professionalism that I was truly impressed. The customer was irate and making demands but Niki remained calm, courteous, and focused through the entire interaction. She didn’t let the negativity affect her and she still made sure that everyone in line, including myself, was taken care of quickly and efficiently. It’s rare to see such poise in the face of a challenging situation and I reaped want to commend her for handling it so well.

At one point, another employee Bella had to step in to assist and she was wonderful as well. Both Niki and Bella worked together seamlessly. Bella’s calm demeanor and willingness to help really made a difference in diffusing the tension. It’s rare to see such amazing customer service under pressure and these to women truly went above and beyond. I will continue to shop here thanks to both the dedication and professionalism shown by Niki and Bella. They are absolute gems!!

Elizabeth L.

H-E-B isn’t just about the store. Sure, they have good prices and selection, their store brand rivals (or surpasses) name brand stuff, and their staff is helpful, but it’s the fact that they do more for the community and outreach that make them the best. They step up and help out more than our actual government does. They care and show it with action and not just words. Thank you H-E-B for being the best of Texas.

R' M.

Another remodel? I worked there not long ago and we had a 4 month remodel last 14 months. Now they're doing it again? You know who pays for this right? The customer!

Also, maybe tell your employees where everything is. I needed 1 item and I asked 1 guy who asked another girl who got on a radio and asked another 2 people. What happened to heb? They used to care about training their employee.

Update - got the typical bot reply, do better heb.

M Z.

I had an incredibly frustrating experience with HEB’s customer service. A few weeks ago, I purchased a money order from the store but didn’t end up using it due to unforeseen circumstances. When I returned to request a refund, I waited for 10 minutes while the employees struggled with their system, only to be told they couldn’t process it. Instead of offering a proper solution, they became hostile and dismissed my concerns. They just gave me a phone number of customer service.

I then called customer service, who confirmed that the check was valid and that I should have no issue cashing it. So why were the employees unable—or unwilling—to assist me? Their lack of competence and professionalism is unacceptable.

If this issue isn’t resolved promptly, I will escalate it by reporting the transaction as fraudulent to my bank. I expect better from HEB, and I hope management takes action to ensure customers are treated with respect and efficiency in the future.

Lavanya S. B.

Using the H-E-B app is the easiest way to find the right aisle. Cheap and best

brian S.

This HEB is the worst one in Austin. I’ve made numerous simple requests via their online forms and raised basic concerns with management in person and they do nothing to change or improve the shopping experience. The current remodel is so poorly executed its shocking.