H-E-B — Local services in Sugar Land

I would like for Ms.Maria in the Healthy Living Dept. to be recognized. This young lady has always provided me with excellent customer service. What stands out about this young lady, is the times I have come and needed assistance with something, even though she is busy working on something related to her department, she’s always been very polite by stopping what she is doing, unbothered by assisting me with my needs. That is not common with many associates these days. She is a great model to what great customer service should look like. 👍🏼👍🏼👍🏼5 stars

I like coming to this HEB for convenience, and the good customer service you receive from certain employees, but what makes the experience not so good. Is when it comes to checking out, is that when you come through as a black person, the employees are on high alert. When I came through today, I noticed there were some ladies at check out that wasn’t of darker complexion, the young lady wasn’t attentive, even though they were there for a minute. Soon as I come through as an honest working man, she immediately stood up to face me to make sure I was paying for my purchases. Very disappointing to always go through that. But I have to fault myself, because I keep coming back.

I came today to the customer service dept. and I had concerns with some items I purchased this morning. I was assisted by a young lady by the name of Ms.Wanda who helped resolve the issue. She was very kind, patient, helpful, and had a very pleasant demeanor. She has the right attitude and personality for a department like customer service. I give her 5 stars. ⭐️⭐️ ⭐️⭐️⭐️

I had visited this store on today July 1, 2024, I needed help finding a product, that I couldn’t find. Well the young gentleman by the name of Mr.Julio was putting some things back on the shelf, and I said excuse me to ask him a quick question. He was very polite, and willing to stop what he was doing, to assist me. I appreciate the excellent service he provided by taking time to help assist me. I give him 5 stars.⭐️ ⭐️⭐️⭐️⭐️

I come to this location on a regular basis, and have had excellent customer service provided to me by many of the employees. But recently we had a curbside pickup for an order. So I drove the distance to pick up the order, and when I got home I noticed two items were missing. So when I spoke to the manager, and I ask what could be done for me using my time and wasted gas to come back up there. I was told that sorry we can just fill the order for you, and have it ready for you, when you come back. What a way to treat a loyal customer! So I was told if I would want to come back in the morning they would have it. I didn't want to go back in the morning and decided to go back the same night. I was told they had set it up for in the morning and don't have it. I said this will be my 3rd time coming back, will be able to come pick it up, but get refunded for the two items. I was told ok, we will take care of that. I had come to find out, that even though it was paid for in the cart, those two items was never pulled. So I lost time and wasted gas in all this. Nothing was done to make a customer feel valued, and would like to make sure the customer is happy. I was very disappointed, and it gives me message and feeling that, it my problem and...

I have shopped at this HEB for years and if I can avoid not speeding my money here ever again at this store I will do it. I went to the store today because google shows that they closed at 8:30pm. When I got there at 8:04 there was a young man at the door that said they are closed, I informed him that google shows that they closed at 8:30pm and at this point several customers are still coming out of the store. I told him that I came here because of the hours I saw online then he said it was corporate fault so I said I will like to speak to your manger because I think they should honor the time or change it ASAP. He said he is the Manager so I proceed to ask for the General manager(GM). So he told me to hold on that he will give me his number . I stood outside for a few minutes and he did not move, I asked again and again to speak to the GM, he said he will give his number to me but he did not move at all from the door. A few minute letter a lady by the name of Kenisha White walked towards the door and the man at the door said there she goes as if she was the GM. She asked what was going on,I explained the situation to her but she gave me the same that’s not my fault rebuttal. I asked her for GM number because at this point I knew she can be the GM because of her reaction and response. She kept saying he will be in tomorrow morning. I said I cannot come there in the morning that I need the GM number, she started talking about they are close, she can let me in. I asked her if she can give me the GM number again. Then she gave me a 281 number, when I called the number it says thank you for calling HEB, so I told her that is not the GM number, she started closing the store door is my face and said I can’t give you the number for the GM. I told her that all GM have work cellphone and I don’t see why she can give it to me. She then made the ‘ like I said’ statement so I responded to her saying ‘ like I said’ I need your GM number. She shut the door in my face at this point. I think that is supper rude and totally uncalled for. That is not a way to treat anyone. If the manager had this type of attitudes, I wonder what type of attitude to expect from the employees. They were really rude and creating unnecessary embarrassing situation because other customer were watching us as the commotion was taking place. During this difficult time, we should be kind towards each other not the...

I visited your store on July 4, 2025, specifically to purchase the Alaskan Snow Crab legs that were advertised on sale for $11.97 per pound. Upon my arrival, I was greeted by a salesperson who informed me that what was on display was all that was available. Unfortunately, the displayed crab legs were of noticeably poor quality—grey in color with black spots—which raised concerns about freshness.

I inquired if there were more in the back and was told that while additional crab legs were in the cooler, those were not part of the sale and were being sold at $20.00 per pound. I asked for clarification as to why the sale price would not be honored on the rest of the product, especially since the promotion was clearly stated to run through Monday, July 7. I was simply told that they were “out” of the sale item, despite clearly having more in stock.

I then requested to speak with a manager and spoke with three individuals: Mason, Christian, and Donovan. Unfortunately, none of them offered any form of resolution or demonstrated any willingness to deliver customer service. I was flatly told that if I wanted Alaskan crab legs, I would have to pay $20.00 per pound.

As a loyal customer, I find this deeply disappointing. H-E-B has a strong reputation in Texas for supporting communities and delivering value and service. However, this experience makes me question whether customer satisfaction is still a priority. It’s especially frustrating during a holiday weekend when many customers, like myself, plan their shopping around advertised promotions.

At the very least, I expected empathy, accountability, and a commitment to honoring advertised pricing. I did not receive any of those.

I hope H-E-B leadership re-evaluates how such situations are handled in the future. If this is now the standard, perhaps it’s time the community considers holding local businesses to higher standards, even if that means looking elsewhere for better...