H-E-B review: Delivery time usurped

I placed an HEB delivery order to be delivered at my home at 7:30-8:30. I ordered my groceries and went back to pay. It took me slightly longer than one hour and because of this fact I was told I lost my delivery time slot. Well, my husband is disabled and we need and appreciate this service and so I chose the only time slot available of 9:00-10:00pm, paid, and closed out. I went back online to re-verify that everything had gone through and when I did, an earlier time slot appeared on the delivery menu for 8:00pm to 9:00pm. I knew I could not change things on my end so I called the store and was transferred to delivery. The gentleman I spoke with told me there was nothing he could do about it. So I asked to speak to a manager. He said, I am the manager. I asked to speak to the store manager at that point. Then I was put on hold and transferred to a woman that was curt and told me there was nothing she could do for me unless I wanted to cancel my order. Then I could re-order everything and take that new time slot. I said I could not fix this on my end because I would lose that time slot by the time all of that happened. She said there was nothing they could do, and so I asked to speak to the regional manager. She told me she could not give me that number. She said, I do not have their personal phone number. I said I don't want their personal number I want the number to the regional office. She said I cannot give you that. I asked, "So when you need to call your regional manager, you, the store manager, has to call the general customer service number?" And she replied yes. Forgive me, but I told her that was bull and hung up.

My family and I have been shopping at HEB forever. The time given to place an online order should be extended if the time for delivery is later in the evening. I started my order at 10:38am. Maybe it took me a bit longer than an hour. But I was done before noon. HEB cannot give me 1.5 hours to place an almost $400 order without taking away a delivery time that isn't until 7:30pm that same night? I am very upset and disappointed and am looking at other grocers in my area for future purchases. This is a lack of common sense - pure and simple. And certainly a lack of customer service.

Your policy regarding home delivery only states,

1.) "Can I change the date or time for an in-progress order?"

"You can reach out to your H-E-B store by phone to request a time change. You can find the store’s phone number in your order confirmation email or by searching online."

2.) "When will my order arrive?"

"Your order will arrive within your selected delivery time slot. You can check your order status at any time from the “Orders” section of the app."

For what it is worth...there is no statement in her "Help" or "FAQ" section that mentions a time constraint on ordering and that you will lose your time slot if you do not order within a certain amount of time. Nor did an "order by this time" message pop-up to let me know I only had an hour to order. I found that out from your service man in deliver. Additionally, your site says I can add items until 6:30pm for a 9:00pm delivery. That is 2.5 hours. But the ordering site cannot give a customer 1.5 hours to place an initial order before they are bumped off of delivery? There was no warning or anything. No visual clock. Nothing to even say, "You have 30 minutes remaining before you forfeirt your delivery time slot."

This is an easy fix the HEB company could and should make.