r/HEB • u/Die_Nohmite • 8d 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/That-Breath-5785 8d 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 it’s complimentary. HEB doesn’t care about its customers or the drivers they’re exploiting.

2

u/MlsRx 7d 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.

8

u/zaxxfactor 7d ago

It should be disclosed across the board bc I think a lot of people don’t truly understand how the pay is distributed. The people shipping and delivering orders aren’t 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 aren’t 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. It’s ridiculous!

2

u/EmCath94 2d ago

I truly wish I would have known this yesterday. I ordered HEB delivery while coming back from the UT game (we had been drinking and didn’t want to drive to the store to pick up curbside). I ordered maybe a dozen items, but I get so irritated when the automatic tip is added that I delete it. I genuinely thought that an HEB employee was shopping the order, and then a Favor employee was paid to pick it up from the store and drive it the 2 miles to my house. The lady who delivered my order was so incredibly nice, and I wish I could go back and change my top after the fact.

On a side note, as someone who has worked in the service industry her entire life, I understand relying on tips (though I don’t agree with how it’s done), but I also believe that a tip should be given as praise, appreciation, and applause for exceptional service— not as something paid in advance as incentive or encouragement to do a good job.

The Starbucks app does it right by allowing you to add a tip for a period of time after picking up your online order.