HEB has a deceptive coupon practice. The HEB coupon policy states that you can combine a yellow in store coupon with a manufacturers coupon. However, it also states that you cannot combine a yellow in store coupon with the letter M on it with a manufacturers coupon. This is deceptive. What they do is entice you to buy a product that has the yellow coupon and when you get to the checkout and hand them your manufacturers coupon they won't accept it. So I called the consumer customer service line and they said they have received numerous complaints are looking into it. No apology for the deceptive practice. Just that they are looking into it. If they are going to have manufacturers coupons then they shouldn't say HEB in store/in ad coupon. They should be a different color to alert the consumer that it is a manufacturers coupon. They are losing customer and I don't think a "double coupon" is going to hurt their bottom line. What is going to hurt there bottom line is when consumers get tired of being deceived and go grocery shopping at Super Target or Super Walmart

I HAVE BEEN A CUSTOMER AT THIS HEB LOCATION FOR THE PAST TWO YEARS, I REALLY DO ENJOY SHOPPING AT THIS LOCATION, UP UNTIL ABOUT A MONTH AGO. I HAVE BEEN TREATED VERY BAD AND HAVE BEEN VERY DISRESPECTED BY TWO FEMALE CASHIERS IN THE SAME MONTH. THE FIRST ONE NAMED ADRIANNA WAS VERY RUDE AND DISRESPECTFUL WHEN I WENT THROUGH HER LANE, SHE WAITED UNTIL SHE RANG UP ALL MY ITEMS TO EMBARASS ME BY TELLING ME THAT NEXT TIME I NEEDED TO GET IN THE LANE THAT WAS FOR MORE ITEMS, INSTEAD OF JUST TELLING ME FROM THE BEGINNING THAT SHE COULDN'T RING ME UP BECAUSE I HAD TOO MANY ITEMS. THEN WHEN I ASKED FOR HER NAME BECAUSE SHE WASN'T WEARING HER NAME TAG, SHE SAID "IT'S RIGHT HERE ON MY JACKET, YOU SEE IT?". I FELT REALLY EMBARRASSED AND INSULTED. THAT WAS ABOUT 3 WEEKS AGO. NOW ABOUT 2 DAYS AGO, THERE WAS ANOTHER CASHIER NAMED MARY JANE THAT WAS EVEN WORSE THAN THE FIRST ONE. I WENT TO HER LANE WITH MY GROCERIES THAT I WAS GOING TO BUY, AND ALSO SOME THINGS THAT WERE OUTDATED. HEB HAS A POLICY THAT IF YOU FIND SOMETHING OUT DATED THEY WILL GIVE YOU THE GOOD ITEM FOR FREE. WELL IT SEEMED LIKE SHE GOT VERY IRRITATED THAT SHE HAD TO RING UP THOSE ITEMS, AS SOON AS I TOLD HER ABOUT THE FREE ITEMS, SHE GOT UPSET GIVING DIRTY LOOKS AND MAKING NOISES LIKE I WAS BIENG A BOTHER TO HER. THEN I ASKED HER IF I UPSET HER FOR SOME REASON BECAUSE I FELT THAT SHE WAS BIENG VERY RUDE TO ME, AND SHE TOLD ME"WELL, I'M NOT SAYING ANYTHING AM I?, SO I THINK I"M BIENG NICE ENOUGH". ALL THIS TIME GIVING ME DIRTY LOOKS AND SIGHING LIKE I WAS SUCH A BOTHER TO HER. I HAVE NEVER FELT SO DISRESPECTED IN MY LIFE, TWICE IN ONE MONTH. I THOUGHT HEB WAS SUPPOSED TO KEEP THEIR CUSTOMERS HAPPY? I THINK THEY NEED TO LOOK AT WHO THEIR HIRING AND GET THEIR CASHIERS IN CHECK! THIS MAKES ME WANT TO STOP SHOPPING AT HEB. MAYBE I WILL GO TO WALMART WHERE THEY ARE MUCH NICER.

Erlene,

Yes, we have discussed issues regarding your location. I am very frustrated. Cashier errors are one factor. But, I still strongly believe your store location has inconsistent good customer service levels. I do not feel we are valued customers. We are not difficult shoppers, but do appreciate maybe seeing a smile or two when we go shopping for everyday grocery needs. I really don't know how much of this is the stores fault or how HEB operates its grocery business. I do believe H.E. Butt did orginally drive its business on outstanding customer service. I am quite aware that the business is successful. But, I do believe service levels have declined. Friendly competition may be needed to drive a business to focus more in its customers vs just being a number. The thought has crossed my mind to address these factors with your CEO. But, I really don't know if my time to do this would make a difference. All I really expect are accountability and a organization that demonstrates true customer service. Its not all locations that don't demonstrate customer appreciation. I shared some good experiences at a Hondo Tx. location with you last time we talked.
We have consistently gone through your produce aisles and find some items not available, incorrectly priced, poor quality produce, and unavailable assistance in that area. Also, the next stop would be the fish market counter. The help in this department does not smile nor appreciate their customers. Our last visit my wife asked for ice for some fish and the unfriendly partner lady reacted like she was doing us a favor. This does not demonstrate good customer service. I don't have to go to a grocery business and be treated this way. The next stop is the meat market. We looked for 85/15 with no additives. The man behind counter paused and hesitated then walked towards me. No sense of urgency. But, I asked him if he had any 85/15 with no additives and he told me yes over in the meat aisle packaged. Well, I thought thanks a lot. I really don't think these employees are happy. This concerns me. I don't want to go into store and deal with unhappy employees.

We continue to the aisles and see many people busy stocking shelves some blocking aisles and some near misses coming around the corner busy to stock their shelves. I very seldom see any HEB partners helping any customers. I very seldom see any smiles. I really thnk to myself. What drives their customers to shop there. Maybe no other real choices but Walmart in the area. But, thnk about this if you had kroger or another chain down the road that really impact your business. Do you think it would be the same? I know we don't live in a perfect world. I do realize there are challenges with changes in society and how employees respond to employers. But, I do believe there are possible solutions. Hold them accountable by observations, secret shops, cameras, recognition events, coaching, teaching, training, corrective action processess, competition, contests, kudos, and the list goes on. Celebrate the successes and coach the one's that need it the most. Also, if you have employees not happy, then find out why and if not improved maybe its not the job for them.
I do want to be able to go to your location and have more postive stories to share. But, it has been a difficult challenge for my wife and I. It upsets me when my wife is upset because she doesn't feel valued when she shops there. I know I don't enjoy it as well. But, I value my wife and it hurts me when she is hurt. I don't want her to be discouraged and frustrated because she can't get help or is afraid to ask because she looks at someone that appears angry or not wanting to help. I do understand that your traffic counts in your store are probably off the wall right now. As we discussed heavy influx of population growth which has caused some of your concerns. But, as we know as business sense people that we must figure out solutions to overcome undue challenges. So, maybe a quicker response in remodel and new store locations would help. Maybe an increase in payroll budgets to hire more experienced staff or coachable staff. Or maybe secret shop service or survey request on HEB receipts to drive accountablility. Or, maybe more face to face interactions from management from your stores to show appreciation of there customers. I have seen some members of management on the floor stocking, not much demonstration of customer focus, unfortunately.

What concerns me regarding the transaction on the grapes is that my wife trusted the gentleman when he assured that those grapes would not be charged. My wife told me that he even demonstrated some sort of entry on the cash register that seemed to her to trust that he did follow throught. But, unfortuantely not, which is sad and disappointing. Remember it always goes back to two things. 1). Hold your staff accountable and 2). outstanding customer focus. Also, to end my feedback regarding your store and HEB. I have know when a visit is occurring from your top level managers or one that is coming. The store does shine on those days but not consistently on any other day. This should not be the case. Yes, the store favors this with store ratings but the customer does not in the long run. Yes, I understand we all have expectations and sometimes demanding upper management or executives wanting nothing but perfect when walking your aisles with the white glove inspection. I have a busy day scheduled tomorrow and I must turn in at this time. But, I hope this information describes my thoughts and concerns.

the girls name is veronica bocout, or something of that last name. I was new to the store location. I saw that the item was out and just asked her, because she was walking by, 'is there anymore in the back." "I'll go check." She goes and never comes back, I know b/c I waited. I figured she got caught up with customers. I decided to find her later and ask her, 'did you find any?"
She gives me the ugliest look and says 'Does it look like I found it." and walks off. Thats very poor customer service. I go to check out and ask the cashier if they knew the girl, she did and gave me her FULL name. I ask her to call the manager so I can complain. I wanted and waited and waited and waited. My ice cream was beginning to melt so I decided to call in and post online. rude customer service who can't do a simple task. She still works there and I'm surprised as rude as she is, she still works there. I read other complaints about this HEB, Maybe mine is nothing compared to the employees at this location, that constantly steal customers credit cards.

I was verbally assaulted and my life was threatened in the parking lot of HEB at Wilcrest and Westheimer in front of a security guard while holding my 2 year old son. The security guard did NOTHING!!. When I left the store, I found that the unstable "woman" that harrassed me had damaged my property by keying my truck.

Calls to the store manager resulted in being told, that essentially, the sercurity cameras were non-operational and that the security office had lied about where he was. Calls to the corporate office were directed to a customer service agent who kept stating she would make sure my complaint was documented "in the report" although I specifically requested to speak to a Corporate Officer. I guess HEB cares very little for the safety of their customers.

ATTENTION MOTHERS WITH CHILDREN, Park and shop at your own risk - DO NOT rely on their so-called security officers to be on the look out for your safety.