H-E-B — Local services in San Antonio

I worked for HEB for almost 15 years. I saw a company that cared for its partners community and customers… even neighbors! Now that being said I have taken what I learned in my management positions with in the company where I grew up and kept a lot of my work ethic and heart for others when training and working where I work now. My fiance and I had such a bad experience with this location on culebra and 1604. We had came home after our one of many grocery trips with some not so cheap steaks that had a whole in the wrap covering the steaks. I of course called the store to let them know which around closing time for business center… no problem I could bring it in at a later date. Being a working women raising kids and what not my fiance finally said hunny do you want me to take that meat back- two weeks later. I said yes and that’s where the problem began. He called me so upset saying there was horrible customer service kept saying we were trying to scam heb. Saying it’s not their fault we kept the meat that they would not replace. When he told me this it got me very heated. I called and spoke to a child that was telling me same thing that we were trying to take from the comapny. Mind you again I had worked almost 15 years with The company 10 being management. Laughing saying same thing over and over. I asked for names and told them I did not appreciate how either one of us were treated. Laughed some more passed phone to next mic. Now another kid saying we can not give out our names. I asked for upper management to contact me nothing!! A lot of stuff in between back and forth heb policy wise- H‑E‑B guaranteed products 100% . We did not want our money back we wanted to replace our meat again that was not cheap. We even said we will pay difference. Now fast forward my other half is finishing shopping for diapers meat and other things we needed for our family. Now he is being followed in the store. He is covered in paint from restoring old vintage cars… being targeted and again followed through out the store as if he is going to steal. I called back to store and those two managers opening said we were watching to make sure he wasn’t gonna put meat back and steal fresh meat. Oh at this point I was so upset ! How could these bad apples do this to such a good company. How many people did they make feel like the way we do.Again never received a call back. Called and spoke to a lady that did give me her name but told me the same thing. They don’t honor hebs 100% guaranteed for meat even though it was damaged. that for meat that i would have to take the loss that is why I wasn’t contacted back. Oh and then later said It was never communicated about this. ( which I had to call and contact them again today) I called that evening this happened to another store. I will say this Will the mic from Potranco location… he is what makes HEB the top store!! He is the reason the company has such a well respected name .He apologized multiple times and said that is not the correct representation of the company. To take the meat back to his store and he would replace it for us. My fiance had already trashed the meat on his way home.said not ever has he gone to a store and made feel this way. We are in our thirty’s we work hard for our family. I was not going to go take it out of the trash!!! Now I’m to the point that just because I can’t fix this from the inside like I could of before and keep the heb proud work ethic- or taking this and coaching my partners I can be the voice as a customer. I a proud heb customer and say this is not hebs way to make people feel horrible!! To make people that work hard to be kind hearted people and do the right thing. We did not want our money back… maybe if this was delivered a better way would I not have to handle...

10/2/20: I have been going here for years, and normally I would give it 5 stars, but these are not normal times. The store had done a pretty good job of adhering to public safety guidelines, but there are still some issues that need to be addressed. It's great that they have hand sanitizer at the entrance, but there wasn't a hand sanitizer station anywhere near the pharmacy counter. Because I had to pick up a medication and actually go inside since I was also getting a flu shot, that meant that in order to pay with my debit card I had to touch the machine to put my pin and then again to sign my name with the attached pen. (Fyi, I tried using my own stylus to put in my pin and sign, but the credit card machine's screen didn't register it). Anyway, no big deal if a sanitizer station would have been right there, but it wasn't so I had to walk back to the entrance to sanitize my hands, debit card, and stylus. Another issue was that the way they have the pharmacy area built, and senselessly have several shelves right in the middle of a highly traversed walkway, it leaves hardly any room in that entire area which forces bottlenecks that make a 6 foot social distancing absolutely impossible. I place fault on the store managers for this oversight because it makes it seem like their priority (at least in that area) is to try to attract last chance sales from their shelves of sudoku books rather than clear out that whole area making it safer and less crowded. Even if there wasn't a pandemic it is very inconvinient, and has always made for tight quarters and unnecessary traffic jams. These are very easy problems to fix, that will have a huge and noticeable impact, so until they make it happen I cannot in good conscience give a 5 star rating. Let's see how responsive the store management is, and if they fix these very easy to fix problems. I will update my rating back to 5 stars if they do. I hope the message that they receive from this rating is that public safety and convinience are more important to me than some shelves stocked with sudoku books and other useless items that belong deeper in the store and not directly in the pathway to an...

If I had the option, I would rate their home delivery service a zero. I moved into the 78253 zipcode on January 3rd, and I've had nothing but problems with HEB home delivery since then. It's always when the Favor delivers. They consistently deliver it to the wrong apartment complex. As a result, anybody who lives in the apartment complex adjacent to mine has been receiving hundreds of dollars in free meals since then. Yes, HEB does restock and redeliver it, but why should they have to? Why not do it correctly the first time around? I've even gone as far as phoning the curbside after placing the order to ensure that it's my apartment complex and not the one next door, so that the delivery Favor person knows. They confirm it, but it still goes to the incorrect apartment complex. At this point, I'm completely frustrated. Before someone says, "Why don't you just go shopping yourself?" I don't because I don't have the ability to anymore....HANDICAP! That, however, is beside the issue. I used to be a member of SHIPT but had to stop since I couldn't afford it any longer. Leaving me with no choice but to rely on HEB's delivery service. HEB needs to stop using FAVOR as a delivery service. I believe I'm not the only one who has called to express their dissatisfaction. Why isn't anything being done when other individuals phone to complain about the same issue?

UPDATE: RESPONSE TO HEBs RESPONSE: I called that number and was put on the automated hold forever. No one ever came to the phone so I got tired of holding. I tried again the next day and same thing. So I guess customer service is really not number...