H-E-B — Local services in Manvel

Beware of deceitful misleading discounting practices! The store displayed $1 per item purchased manufacturer coupons literally next to, touching the yellow Buy 2 Get 1 free but when the cashier entered the coupons incorrectly the supervisor lied about their ability to remedy the situation. First, he said he was not able to because the computer wouldn’t allow it, total lie. I have occasionally seen some cashiers manually honor coupons during business hours and supervisors do it on multiple occasions. Second: Neither coupon stated “cannot be combined with other offers” in any way shape or form. The SUPERVISOR, told us HEB does NOT , stack or double up on coupons/ again total lie. On many occasions they have double, triple and even quadruple stacked, not only their own yellow tag coupons together but also combined with manufacturer one. Third: the “supervisor” kept shoving the manufacturer coupons in our faces stating “ see it says right here limit one coupon per purchase! Again they either are ignorant and don’t understand the language on coupons or trying to lie his way out of it. The coupon say “CONSUMER: Offer is limited to one coupon per any one….item purchased. Therefore, when a consumer buys 10 items they are making 10 purchases so they are able to use 10 coupons. However, If the coupon says Limited to one coupon per TRANSACTION, then only 1 item can be discounted. Fourth: I attempted to explain it to him in multiple ways hoping he might understand. I even told him how to fix the issue on the computer just in case he really believed it wasn’t possible to do so. He arrogantly kept interrupting me and shoving the coupon in my face pointing at the RETAILER: information. Again and again continuing to make excuses and lying. My husband eventually got upset and left to find a more competent manager. Before his return, I stated “ You can’t mislead customers by distributing 2 coupons right next to each and not honoring both discounts unless stated in writing! Even though we had both told him this several times, he responded “ oh you got them both from the store? I do have to honor them both then” . It’s a matter of principle for us not a matter of a couple of bucks. He acted as if the $2 was coming out of his own pockets and was willing to lose customers who spend hundreds of dollars a month on groceries and pick up thousands of dollars in prescriptions from their pharmacy. While he was trying to manually enter the discount my husband returned with a more mature educated supervisor who listened to me so was immediately able to get the computer to honor the coupons (exactly the way I had attempted to teach the immature, arrogant, lying supervisor) and the issue was resolved in less than a minute. I did lose my cool on the young guy when he told me I was wrong knowing I was not! I have a degree in marketing and management plus worked in upper management retail and executive marketing positions for over 30 years where I was always a believer in clean cut simple advertising and the philosophy of making sure “The customer is always right even when they are not”. In this situation I wasn’t wrong so it was especially irritating. I am usually a little more reserved and not as irritable but just had a lot of dental work done so if that kid or anyone who was in the general vicinity that viewed my overreaction, please accept my apologies. Plus if you were not lying and are just plain stupid, I again apologize for calling you a lier. Fyi: if the coupons were entered manually, HEB could have gotten reimbursed for 3 x $1 coupons from the manufacturer instead of 2. That’s why I brought up 3, the 3rd one was free regardless of subtracting $4.24 or $3.24 Only seems like $1 but multiply that by the number of coupons distributed in the store multiplied by the number of stores. Potentially Adds up to tens of thousands if not hundreds...

I had two disappointing experiences at this H-E-B located at 17119 Hwy 6, Manvel, TX 77578. in one day.

The first one happened at around 8:47 AM, I went to self-checkout. I had more than 10 items (19 cans of sardines). I often use self-checkout because it’s more convenient. In the past, employees at this store have kindly helped scan identical items all at once. She told me they “don’t have scanning all in one,” and that I needed to scan each item individually. I accepted that and proceeded to scan them one by one. Afterward, I asked whether I could move the filled grocery bag from the scanning area to my cart. She replied that I could do so once the yellow light stopped blinking—then repeated this instruction two or three more times, as if I didn’t understand it the first time. I found her tone condescending and impatient. She also told me I shouldn’t be using self-checkout with that many items and should use a cashier next time. Her tone was pretty rude and impatient throughout the entire interaction. It honestly made me question whether I was being treated differently because I’m Asian, especially since I noticed her tone with other customers was more respectful. I shop at this H-E-B often and spent close to $90 that morning. It’s extremely disappointing to be treated disrespectfully, especially as a loyal customer. I hope that H-E-B will address this behavior seriously and ensure that all customers are treated with courtesy and respect. If this employee doesn’t have the patience for customer interaction, she shouldn’t be working here.

The second one happened approximately 2:45 PM, I visited this H-E-B to purchase a money order. To ensure I wrote down the correct amount, I politely asked the customer service representative if I could borrow a pen to write the amount down on a piece of paper. Instead of simply responding, she said, “Can you show me?”—which I interpreted as a refusal. I then showed the amount on my phone and proceeded with the transaction. After completing the transaction, she handed me the money order. In the past, I’ve always received money orders in a designated H-E-B envelope—not a plain white one, but a specific envelope intended for this purpose. I politely asked if I could have one, to which she replied, “Oh, we never give envelopes to customers,” or something similar. So, in total, I experienced two dismissive responses during one short interaction. I'm left wondering whether this is standard practice at H-E-B’s customer service counters—to deny even small, reasonable requests—or whether this particular employee, Olivia N., treats some customers differently. As an Asian customer, I can’t help but question whether bias may have played a role. If I hadn’t been in a rush, I would have requested to speak with a supervisor or the store manager on the spot. Regardless, this is not the standard of service I expect from H-E-B.

To Olivia N.: Thank you for your unprofessional service today.

If you go to this store, I’d recommend avoiding the customer service counter if Olivia...

I was shopping at the new location in Manvel TX on 11-25-2023, in the afternoon. This store offers Texas BBQ. If you notice the blue sign in the pictures I posted, there was supposed to have been a sale in progress for BBQ plates from 11/22-11/28/2023. If you purchased one 2 meat plate of BBQ, you could get the 2nd plate for only $5.00, with an in-store coupon. Well, there were a number of us customers at the window of the BBQ truck/station inquiring about the coupon. At one point I asked an H E B associate that had come out of the food truck about the coupon. He told me "they are inside the store, but I don't know if there are anymore. I'm going inside, so I'll check to see." I followed him to the customer service counter and was watching as he had a clerk make a price adjustment to a receipt. A female walked out of the office, so I asked her if there was a manager available. She asked what my concern was in reference to. I told her about the BBQ plate sale and the issue with not being able to get information on where to get the coupons. She pointed to the male ( I didn't get a name, but he looks to be of Asian descent) that I had followed to the Customer Service Counter and told me that he was the person in charge of the BBQ. At that point I turned around and went back outside in front of the food truck where my family and other customers were waiting to get feedback on the location of the discount coupon for the BBQ plates. Once I saw the managers of the BBQ truck come out of the H E B and return to the food truck , I knocked on the window one more time to ask about the BBQ plates and coupons. When an associate answered that he didn't know, as the manager cowered in the background instead of stepping up to explain the situation, I concluded that there must have been some sort of scam taking place. I thanked the associate and said that I'd just go to Big Horn for my BBQ, and that is what I did and will continue to do. Smh , I'm very disappointed...