H-E-B — Local services in San Antonio

To Whom It May Concern,

While traveling through the area today 09/17/25, I stopped by Fish City Grill and happened to drive through the parking lot of your H-E-B store. What I saw truly caught me off guard.

There was an older gentleman — easily in his mid-70s — out in the parking lot retrieving shopping carts. He was pushing long lines of them, clearly doing his best in what was 93+ degree weather (and felt even hotter). On my way out, I saw him again, still working hard and pushing another group of carts across the lot.

I couldn’t help but ask myself: What is going on with the management at this store?

Maybe this man enjoys staying active and wants to work — and if so, I respect that. But surely, in a store as large as H-E-B, there is a way to support him better. Are there really no younger employees who can assist with cart retrieval or rotate shifts to reduce the strain on him, especially during dangerous heat? It’s hard to believe this gentleman couldn’t be offered a less physically demanding role inside.

Imagine if this were your father, grandfather, or loved one out there in the heat doing this work while others stay inside in the air conditioning. It’s upsetting to witness, and it left a very negative impression on me — not just about that store, but about H-E-B as a company.

I’ve always heard good things about H-E-B, and we don’t have these stores in Tennessee. But after what I saw today, I don’t think I could bring myself to visit one again without knowing this situation is being addressed.

Please take a closer look at how you care for your employees — especially your senior workers — and ensure no one is being put at risk or...

I have been going to this HEB location since over 20 years usually three times a week. General I come across Devin or other lady manager. They always are very friendly and always greet me. I bought some avocado few months ago and they were bad, upon just mentioning it and showing a picture, that lady manager during night shift happily took care of it. And mentioned that HEB stands by its products. I purchased a half gallon of organic HEB brand milk on August 26th and when I opened it today, it was bad. So I took a picture of carton and my receipt and on my way back from work, I stopped by to speak to manager about it. Unfortunately, I encountered Mr. Cesar apparently MOD and it was very unpleasant experience. I explained my problem and showed the picture of receipt those pics but he asked me to bring the spoiled milk back if I want to exchange it. I mentioned that the other manager (Mr. Devin and lady manager) are always very cooperative but his attitude was quite strong and determined and said "I don't know about other managers but I will only exchange it if you bring the spoiled carton of milk back" making me feel very small in front of others customers as if I am lying to get free milk. If I didn't have essential items in my basket, I would have left my basket there and walked out. We spend hundreds of dollars every month at this HEB location not for being treated like this. I think, the higher management needs to train and evaluate people properly before promoting to crucial customer service position who can actually care about your customers rather than give them an attitude...

Went to the self checkout line while only two registers were open in the store. I had 14 items and the self checkout area was not busy whatsoever. I was met before I could get to my self check out register by an employee by the name of AJ, he proceeded to try and stop me from utilizing the self check out telling me I was over the limit. I proceeded to tell him not such a nice way that I could make my transaction transactions one of 10 items and one of four items. Which was not pleased with so I asked for his manager and his manager agreed with me that I should not have been scolded by AJ for trying to self check out with 14 items. AJ constantly made faces towards me while I checked out and paid for my 14 items he rolled his eyes. I made him aware that I was the customer and he laughed. It’s funny how the managers will send us with 15 items or more to the Express lanes when the store is busy in order to facilitate the flow of customers. However, tonight, AJ wanted to show his authority by being condescending to a loyal H-E-B customer. Lucky for H-E-B they are the only grocery store in town for the most part and if they weren’t, our business would go elsewhere. having employees like AJ can certainly chase customers off with their sarcastic comments and condescending treatment. Shame on you HEB!!! HEB provides a “canned” response to their customer who was treated disrespectfully by AJ the Self Checkout Policeman! HEB makes rules that they themselves have customers deviate from when they are busy! HEB is WRONG and so is their...