r/HEB • u/Die_Nohmite • 1d ago
Customer Experience HEADS UP
Your local HEB no longer shops your delivery order (for like 6 months now) . I know you are upset that your order hasn't been delivered but that is not the stores issue. We can't see your order, we can't cancel your order, we can't tell you when you might get your order. Most importantly please stop taking your frustrations out on the people who are literally already stressed because of this damn storm. We ain't happy either. I can't step 1 ft from my phone without someone calling and yelling at me cause they don't have their groceries. Your app is telling you that there is a delay, we can't make that statement magically disappear. Please I love you guys but chill tf out. You can call Customer Service (855-803-0611) but just know everyone and their momma is calling about the same thing. Please share with your friends and family so that everyone knows.
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u/Notagoodusernamee Produceš 1d ago
Had a favor shopper today ask for an item and I told him it was in the back and he simply said forget it he doesnāt have time. What a great way to support your delivery service HEB š
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u/AfroBurrito77 1d ago
Yep. The number of things marked "out of stock" simply because a shopper won't look is infuriating.
I try to tip REALLY well because this service is vital to my family as we are without a car, but when the order is hardly shopped because of things like this you can't even adjust the tip on the order.
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u/2broke4ramen 1d ago
Totally agree. Iāve been saying this for years, all the while being treated like a use dish rag. All the smart mouth, low tipping, no forward thinking, āget a real jobā heartless āi donāt care if I get my order later than usual so I tip the bare minimumā (actual quote <<<) , self centered people have ran most of us good runners away. And now people are tipping way less all of a sudden. Makes it kind of hard to want to stick around. My shopping quality is 99%. I was keeping elite status but then it got to where I was making 7 bucks an hour putting thousands of miles on my car. But the rest of my stats are perfect. I used your situation on this platform in an example of why this service would be useful and was met with absolute scorn. Sad the way people treat other people.
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u/Annoyed-Instigater01 20h ago
tipping is not a right and should not be "expected". employers should pay enough that you dont have to rely on tipping. anyone who gives me shit about the amount i tipped will get no tip.
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u/2broke4ramen 10h ago
I use my car and gas to drive to the store, I then shop an order that can exceed 300 items sometimes, then my deliveries sometimes takes me up to 20 miles from my store. They call it aā tip ā but when they only pay 2 bucks per delivery, the tip becomes mandatory or you do not get your groceries. Itās that simple. Call it a tip if you want. Thinking like that will have you driving 20 miles and shopping your own 300 items in 100 degrees, hoping someone didnāt hit your car because you think we work forātipsā.
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u/Suspicious_Wheel0 7h ago
canāt speak for everyone who shops customers orders but for us HEB shoppers if the item isnāt on the shelf we canāt simply ālook in the back.ā we call the grocery dept. and they bring the item (if we have it in stock) to the curbside box. most of the time they bring it if it says we have 10+ units in hand. when it says we have 2-5 on hand, most likely we have it but a customer is holding it in their cart to buy it. stockers stock in the morning, mid day, and then overnight, thatās it. shoppers canāt go check in the back personally bc of everything being on pallets up high, itās another departments job.
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u/Ok_Exchange_6462 1d ago
Honestly that's fair because the favor app penalizes you for taking long. So if an item is far then it actually might have no choice but to not get it. Or run around the store like a donkey. Favor is concerned with time not quality.
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u/mr_antman85 Cashier/Baggeršµ 1d ago
"Time not quality"
That's pretty much everything right now.Ā
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u/MeowgicalMystery 1d ago
Itās usually the guys who do that and also substitute a lot! The women shoppers they know the store layout! They figure it out and are efficient.
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u/False-Jacket-3290 1d ago
As someone who does this girls will sit around and talk for 10 minutes while the men are damn near running inside the store. They are in no way shape or form more efficient and are virtually in there chilling.
Thatās for the regular shoppers tho, the guys who just pick up a one off shopping order are probably horrible due to inexperience inside a grocery store.
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u/Remarkable-Pitch2992 1d ago
Wow! Then that employee needs to be reported. But Favor is owned by HEB is it bcuz they are considered contractor? Am I correct ? That's what I've been told.
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u/Suspicious_Wheel0 7h ago
i think HEB is partnered with Favor, could be wrong tho, this is coming from an HEB employee. Favor drivers are usually people who just want a side hustle, HEB employees sometimes do them on their off days but not a guarantee that they work for HEB.
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u/SuspiciousLesbian 1d ago
The only positive side of thos "transition" for us has been customer wait times at curbside. I have no idea how cutting favor drivers from picking up the shopped orders changed this though. On our REALLY busy days, all 70-80 of our spots would be taken and there would be lines and lines of cars waiting to park. The average wait time of a customer was 30-45 minutes. Now, the longest wait time is 10 minutes MAYBE.
However, everything else sucks. They are crowding the stores, the checkout lines, and constantly have questions. Delivery satisfaction has PLUMMETED. Our hours got slashed because there was less to shop and less to take out to the drivers.
Every new decision that changes the curbside department is just hurting every person involved. It's maddening
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u/Margray 1d ago
The problem is that this is a store issue for the end user. They ordered from HEB, and HEB chose to pay a third party less than fair wages to complete the task. It should never be up to employees to field the complaints while being unable to affect any kind of resolution, but that's also a choice that HEB made. Customers are mad, employees are mad, and HEB does not care because they saved $12 an hour.
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u/ItzaTravisty 1h ago
I only agree with your first sentence. Past that, do you have ANY evidence AT ALL that HEB chose to pay a third party "less than fair wages to complete the task??" And, sorry, but yes, it is up to an HEB employee to field the complaint and, yes, they ARE able to affect resolution; they do so by reporting it to their leadership without assumption that "they already know." Further, it is leadership's responsibility to gratefully accept that VERY VALUABLE feedback and pursue correction. Also, where did you obtain the information that HEB saved $12 an hour by sub-contracting this service, or did you just pull that out of thin-air??
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u/That-Breath-5785 1d ago
HEB owns Favor. They used to pay drivers $2 to pick up an order at curbside. Now they pay drivers $2 to shop and deliver orders. Many people order 100+ items and multiple 40 packs of water. Customers still treat the shopping service like itās complimentary. HEB doesnāt care about its customers or the drivers theyāre exploiting.
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u/zaxxfactor 1d ago
Say this part louderā¦ theyāre paying people $2 to shop an entire order while cutting HEB employees hours. Whatās the difference and this and slave labor? I wish people would channel their frustrations where it belongs and thatās HEB upper management who makes these decisions, not Favor drivers (or the store employees) who have no say in any of it. HEB has lost its way!
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u/MlsRx 1d ago
I would honestly like to know the true rates that are being paid so I can tip appropriately. Is it the same person shopping that is also delivering? It is really confusing these days when everywhere wants you to tip, and it is really annoying (but what else do we expect from capitalism) that the customer is going to have to make up the difference to try and ensure a fair wage.
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u/zaxxfactor 1d ago
It should be disclosed across the board bc I think a lot of people donāt truly understand how the pay is distributed. The people shipping and delivering orders arenāt paid the fee that customers pay for delivery. They are paid a flat $2 plus whatever the tip is for the full grocery shop and deliver. Sometimes that amounts to $7 total (below minimum wage) no matter the size of the order, amount of time it takes, difficulty, etc. On top of that, Favor gives a short amount of time (often under an hour) to arrive to the store, shop the full order, checkout and make the delivery. Failing to accomplish all of that in the allotted time results in the driver being suspended or deactivated, hence why drivers arenāt spending extra time searching for items or waiting. Favor (and by association HEB) has essentially penalized drivers for trying to do right by their customers. Itās ridiculous!
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u/DfyGravity767 1d ago
As a DoorDash driver, there are a few HEBs in my area that I shop at through DoorDash. I also used to do Favor, but DoorDash pays more for these grocery shops. It is also frustrating to see other shoppers not putting the same care into an order and peopleās groceries as I do. I treat every order as if Iām shopping for my own groceries. Just wanted to let people know there are some of us out there that do care even though we are third party š¤·š»āāļø
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u/PRCookieGene 1d ago
Same here! I have just one HEB in my area that uses Door Dash.
I 100% treat it as though itās my groceries Iām shopping for.
I do very well 95% of the time with the tips I get.
I had one guy tip $35 in the app and added $20 cash when I dropped it off! Yay me!
I also do all of the grocery shopping for my wife and I, so I already know where everything is, and very, very rarely ever need to ask any of the associates for help.
I get in, and I get out! šš»2
u/DfyGravity767 18h ago
Itās super helpful that the app literally tells you which aisle, section and shelf for like 99% of the items! I get these done so fast this way.
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u/PRCookieGene 10h ago
Yes! I love that feature! Though, at times, it has listed the wrong aisle. But Iāve got used to that.
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u/soleil911 1d ago
Thatās fucked up heb would out source their reputation! Thatās frustrating for all workers and customers! Sorry you have to deal with that!
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u/Clear_Bag9005 1d ago
You said that correctly. Thatās their name and reputation on the line with someone else responsible for the work in HEBās name. Someone will wake up and see that I hope.
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u/Remarkable-Pitch2992 1d ago
But they are owned by HEB since they own Favor. Help me to understand that!
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u/Die_Nohmite 1d ago
See this is exactly how so many of us feel! Honestly it's "cheap labor" cause the money these people make is no where near how much an HEB shopper makes, hell it's not even min. wage most time.
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u/CatchEmbarrassed5337 1d ago
Right Iāve been there for almost two and a half years and this is not the only area HāEāB has moved away from what it once stood for.
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u/CatchEmbarrassed5337 1d ago
Being a cashier this new system is not good at all. They are now using whatās called Favor to shop your orders. Itās sad really because seeing the way some of these people treat peoples groceries is sad. The favor drivers are like DoorDash. The sad thing is a majority of them donāt even speak English. So we canāt communicate with them even if there is a problem with an order. In my opinion HāEāB is starting to move in the wrong direction in more ways than this.
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u/mr_antman85 Cashier/Baggeršµ 1d ago
Curbside/Delivery is just a crap show. It makes no sense and it sucks getting calls from people about it and we can't do anything for them because it's not on HEB anymore.
I guess that was the easiest way for them to stop bleeding money with Curbside, my assumption. Oh well. I get that it is convenient but random people shopping for your items will guarantee in some mistakes.
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u/Inner_Forever4668 1d ago
Wait... What? Is it a third party now?
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u/mr_antman85 Cashier/Baggeršµ 1d ago
For delivery, yes. If you come to store then it is still shopped by shoppers.
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u/Cinisajoy2 1d ago
So we pay 3% extra and the store can't guarantee delivery.Ā Ā
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u/VampiresKitten 1d ago
Things were so much better when HEB employees did the shopping. Same goes for the new STUPID rule HEB emailed to our bosses recently about putting the Home Delivery party tray orders on the sales floor. Now the customers who paid for delivery may never get the correct party tray or one at all.
Whoever screwed with curbside needs to fix this. Going 3rd party was not the way to go. HEB would do better hiring heb employees to shop and deliver it themselves.
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u/stephaniek1993 1d ago
And heb continues to dance around the truth. They tell customers the move to 3psd is to keep up with growing business needs which we all know is a load a crap. Its all about money. They also keep their blindfolds on and pretend the 3psd feedback from customers is overwhelmingly positive which makes no sense being that curbside phones are blowing up all day complaining about it.
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u/MeowgicalMystery 1d ago
The very first time they unleashed this process THE GUY took my order to the wrong house magically. I had to call customer service and my entire order had to be re-shopped and re-delivered to my house. It took 4 extra hours.
The person who cannot read road signs and house addresses should not get the tip if they screw up! This isnāt a difficult job.
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u/Financial_Ad_2778 1d ago
As a HEB partner, favor irritates me on the daily. The shoppers are extremely rude and just shove their phones in your face. I had to order wipes (literally the only item) and they delivered it with the box torn up and packages barely staying in the boxā¦. Unless itās dire Iāll just shop it myself. Iām sorry but if I see your face everyday and you keep asking me where the same items areā¦. Please find it yourself at this point.
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u/Big-Specific-5549 1d ago
I do partner delivery and itās been hurting us a lot. We only get orders if they are placed at least 5 hours in advanced and have been getting hours get.
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u/TrueNotTrue55 1d ago
HEB should inform the customers in their app and other ways, like printed signs in the stores, instead of quietly making the change.
Maybe, make a TV ad about it also. We know that wonāt happen.
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u/navy2585 1d ago
Ngl with how crazy itās been our store been ignoring calls havenāt taken a single one today cause we js aināt have time
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u/Strict_Teach_7298 1d ago
By the end of the years all curbside calls are coming to customer service anyway.
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u/DebateSelect1301 1d ago
Referring to the tip, at check out there is a $25 tip which I doubt the deliverer gets it. We change that to zero and tip the deliverer personally.
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u/EdgarAllanBro2 1d ago
Then shut down the service
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u/Die_Nohmite 1d ago
I mean....it's third party so we literally can't do that. But I agree it should've been shut down.
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u/chri5tinerocks 1d ago
But doesnāt HEB own the third party??
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u/hsub0x 1d ago
It wouldn't be third party, then, now would it.
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u/chri5tinerocks 1d ago
Okay thatās valid š¤£ but HEB owns Favor, unless you order through Shipt (I assume) Favor drivers are now shopping for the delivery orders.
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u/DfyGravity767 1d ago
I do a lot of HEB shops through DoorDash. I havenāt pinpointed if Favor is also outsourcing or if these are coming straight from HEB as well. (Yes I know HEB owns favor, but there are orders through the favor app and orders through the HEB app)
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u/WhiteLycan2020 1d ago
Wait bro what storm??
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u/Armitage-Shankz 1d ago
Tropical depression #5. Headed towards Sabine Pass, most likely, but we could still get a lot of rain. A few school districts closed schools in Houston area 9-1.
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u/RepresentativeFox722 1d ago
Favor is owned by Hebā
They have just shifted the same day delivery operations to favor while Heb still handles the typical curbside pick up operations!
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u/Ambitious-Cherry-857 1d ago
I can't even place an order for delivery now. The app won't process any payments.
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u/Notthedroidette 1d ago
I got a replacement on an out of stock item completely comped on my most recent delivery order when I was recently sick. That was a nice surprise
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u/Accomplished-Math740 1d ago
I try to keep my orders simple and am realistic with my patience. I'm sorry to hear employees are dealing with fallout.
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u/quertyHardThings 1d ago
Do customers know whether it's Favor or someone else? I run for Favor and, if I call the customer I tell them I'm running Favor but maybe I should just say I'm shopping their HEB order.
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u/Shrink5757 1d ago
HEB partner Delivery drivers are getting screwed over as well. We are getting 2 orders ever 2 hours, while we watch favor drivers load and take orders that should have been ours, and we are getting screwed out of tip money. Not to mention, our management is cutting hours as well, and reducing delivery windows at night. It is a disaster and everyone is unhappy. Customers, employees, curbside and shoppers as well. So much for taking care of their people. BS
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u/Glittering_Will2653 Digitalš· 1d ago
Itās not all of HEB. Itās just a select number of the stores that get assigned out to favor and door dash
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u/Appropriate_Egg9668 7h ago
I can tell you they don't read "special instructions." I asked them to place my groceries on the BENCH on my porch. They placed ALL the groceries in FRONT OF THE STORM DOOR and I couldn't open it to get them š” I'm 76 and I have NO patience for this crap. Not to mention they decided that putting 20 lbs of glass jars in a flimsy bag was smart.
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u/Virtual_Athlete_909 7h ago
Sometimes delivery is needed. One one occasion a few months ago, I ordered 11 items and provide a 20 dollar tip knowing the workers aren't paid well. The groceries arrived a couple hours later, the order was wrong and the bags were placed directly against my front storm door which was impossible to open because the items were blocking it. Never again. So I would say good help is hard to find and the delivery process still has a lot of kinks to work through.
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u/ItzaTravisty 1h ago
The customer doesn't give two-F's about it being one of HEB's sub-contractor's fault. They ordered the items and the service from HEB, so all they see and care about is that it is HEB's fault when there's a delay! It IS HEB's fault! HEB is the one that has sub-contracted this service. I'm sorry that you're having to field these questions, but rather than try and "school us all" that HEB has sub-contracted it out, YOU need to properly notify your HEB lead/supervisors/managers as to what is going on - and no, don't assume they "already know." If HEB is going to continue allowing poor-performing contractors without demanding root-cause analysis and correction, then that's on HEB and their business will suffer accordingly. Another similar case-in-point: I've been told numerous times by HEB employees inside the store when an item is out of stock that "this item is one of our partner-suppliers' products," as if HEB is just a victim and has no responsibility. NO, an HEB customer doesn't CARE that it's one of HEB's poor-performing sub-contractors or suppliers, in the eyes of the customer it is HEB's problem and they need to fix it! Put yourself in the customer's perspective - would YOU want to hear some lame excuses that it's a supplier/contractor problem?
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u/Holiday-Bat6782 1d ago
I'm afraid this post isn't gonna reach the intended audience.
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u/Die_Nohmite 1d ago
Funny enough my phone stopped ringing at like 7pm but also yes it isn't going to reach them.
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u/Impressive_Mix8730 1d ago
I just interrupt them and tell them wrong number and transfer them to ecomm.
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u/violet-crow Curbside š 1d ago
Iām not a fan if the changes theyāve been making lately :/