1/5 Erick M. 3 months ago on Google β’ 2 reviews New
My
recent,
perplexing
experience
at
HEB
in
Kingsville,
TX,
stands
out
as
an
unexpected
departure
from
my
usual
positive
encounters
at
the
store.
Specifically,
the
inconsistency
in
return
policies,
especially
concerning
COVID-19
test
kits,
has
left
me
puzzled.
Upon
discovering
a
manufacturing
defect
β
a
dirty
cotton
swab
through
the
sealed
packaging
β
I
attempted
to
return
the
unopened
kit,
only
to
be
denied
by
the
Kingsville
HEB,
citing
a
bodily
fluids
policy.
Seeking
clarification,
I
reached
out
to
the
HEB
branch
in
Alice.
I
explained
that
I
had
a
defective
COVID
test
and
was
seeking
a
refund.
Contrary
to
what
the
pharmacist
in
Kingsville
told
me,
the
pharmacist
in
Alice
informed
me
that
a
return
could
be
made.
However,
when
I
specified
that
the
purchase
was
made
in
Kingsville,
the
pharmacist
apologized
and
stated
that
a
refund
was
no
longer
an
option.
Additionally,
he
expressed
confusion
on
why
the
Kingsville
branch
denied
a
refund.
The
Alice
branch's
willingness
to
accept
a
return
contradicted
the
notion
that
COVID
tests
were
universally
non-refundable,
adding
confusion
and
frustration
to
the
situation.
The
eventual
resolution
came
through
calls
to
HEB's
main
customer
service,
where
they
expressed
confusion
about
the
initial
denial
at
the
Kingsville
branch.
This
incident
brings
attention
to
a
lack
of
consistency
in
HEB's
return
policies,
seemingly
isolated
to
the
Kingsville
location.
It
is
disheartening
to
think
that
customers
may
face
inconvenience
and
differing
interpretations
based
on
the
specific
store
they
visit.
I
sincerely
hope
HEB
addresses
this
issue
promptly
to
ensure
a
more
uniform
and
customer-friendly
return
experience
for
all.