HEB Coupon Policy :Sort of…A Must Read for Texans

March 10, 2010

H-E-B - Here Everything's Better

As many of you may know, HEB does not have a written coupon policy.  Every store operates under manager discretion and we all know what that means.  A reader has contacted HEB with such concerns and has shared with us her finds.

I try to share with you only the ethical ways to coupon and as a result of this newly received information will be changing the structure of my HEB weekly deals.

Dear Mrs. So N So

  • Hello, and thank you for contacting us at our H E B Web Site.  We always appreciate hearing from our friends and Customers.
  • Thank you for sharing your concerns regarding H-E-B accepting internet coupons.  Our stores can accept internet coupons; however, they must have a clear bar code that scans for the correct amount, as this is how we determine that they are valid.  There is a maximum dollar value of $10 and a limit of two of the same internet coupon.  We do not accept free item internet coupons, to include buy one get one free offers, due to fraud in this area, and all internet coupons must scan to be accepted.  This is not to say that all coupons found online are valid.
  • Many coupons found online are for a specific participating retailer.
    These coupons would not be redeemable at H-E-B.
  • Regarding redeeming two coupons on one item; most of the coupons offered in our stores are Manufacturer’s Coupons designated by an “M” in the lower corner.  We can only accept one Manufacturer’s Coupon per item.

    If a coupon states redemption is restricted to one coupon per purchase, then we cannot accept an additional coupon on the item.  Additionally, we cannot accept coupons that will result in a negative charge to the Customer.

    We value you as our Customer and genuinely appreciate your comments and your business.  Thank you again for writing, and for shopping at H-E-B.  We will look forward to all future opportunities we may have to serve you.

    Sincerely,
    Wendie
    Senior Customer Relations Specialist
    H-E-B Customer Relations

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HEB: Deals for the week of March 24-30, 2010 :: Money Saving Mom :: Store Deals

[…] Here are the best deals at HEB this week, with thanks to Heather from Frugal Reality for her help with compiling these. If you are new to shopping at HEB or have questions, be sure to check out this post here. […]

Deborah

I inquired about the use of coupons 10/16/09… this was the response I received…

Hello and thank you for contacting us at our H-E-B Web Site. We always
appreciate hearing from our Friends and Customers.

Thank you for sharing your concerns about redeeming coupons. Since you
were not specific as far as the question about coupon redemption, I have
sent a response to the two most frequently asked questions – can you
redeem two coupons on one item and do we accept internet coupons.

Sometimes we can take two coupons on one product, but only if one of the
coupons is a Store Coupon designated by an [S] on the lower corner.
Store Coupons can be scanned during the order, allowing for a
Manufacturer’s Coupon to be scanned at the end of the order. Most of
the coupons offered in our stores are Manufacturer’s Coupons designated
by an [M] in the lower corner. We can only accept one Manufacturer’s
Coupon per item. If a coupon states redemption is restricted to one
coupon per purchase, then we cannot accept an additional coupon on the
item. Additionally, we cannot accept multiple coupons that will result
in a negative charge to the Customer. If there are no restrictions on
either coupon, you can use two coupons on one item.

Our stores can accept internet coupons; however, they must have a clear
bar code that scans for the correct amount, as this is how we determine
that they are valid. There is a maximum dollar value of $10 and a limit
of two of the same internet coupon. We do not accept free item internet
coupons, to include buy one get one free offers, due to fraud in this
area, and all internet coupons must scan to be accepted. This is not to
say that all coupons found online are valid. Some times what a customer
thinks is a coupon is nothing more than a statement from a supplier with
a cost listed on it and this is not redeemable. Additionally, many
coupons found online are for a specific participating retailer. These
coupons would not be redeemable at H-E-B.

We value you as our Customer, and genuinely appreciate your comments and
your business. Thank you again for writing, and for shopping at H-E-B.
We will look forward to all future opportunities we may have to serve
you.

H-E-B is proud to serve you as our Customer and we will look forward to
all future opportunities we may have to serve you. We genuinely value
your comments and your business. As we strive to deliver superior
Customer Service, we encourage you to continue letting us know how we
can serve you better.

Sincerely,

Suzanne
Senior Customer Relations Specialist
H-E-B Grocery Company
1-800-432-3113
Customer.relations@heb.com

HEB: Deals for the week of March 17-23, 2010 :: Money Saving Mom :: Store Deals

[…] Here are the best deals at HEB this week, with thanks to Heather from Frugal Reality for her help with compiling these. If you are new to shopping at HEB or have questions, be sure to check out this post here. […]

Kristi @ Frugally Thrifty

Hi Ira,

I personally have felt the same way on this issue with HEB. I have also asked to see their policy in-store, sent emails, and contacted customer service. Each time, I have either been told that I couldn’t see it, get a copy of it, or not even been responded to. It really upsets me that they are this way. So after reading your comment, I decided to try my last resort which was to contact corporate. After speaking with the operator about the issues I was having she was going to send me to a customer relations representative and I told her again that I have already tried that route, she got me a supervisor in customer relations. I was able to tell her my problems and she was more than happy to send me a copy of their policy. I have copied the email received for you to print and take with you. It has most of the same information listed above, but it may help you if you have both to back you up when you choose to shop at HEB.

Dear XXXXX,

Thank you for sharing your concerns about redeeming coupons. Since you were not specific as far as the question about coupon redemption, I have sent a response to the two most frequently asked questions – can you redeem two coupons on one item and do we accept internet coupons.

Sometimes we can take two coupons on one product, but only if one of the coupons is a Store Coupon designated by an [S] on the lower corner. Store Coupons can be scanned during the order, allowing for a Manufacturer’s Coupon to be scanned at the end of the order. Most of the coupons offered in our stores are Manufacturer’s Coupons designated by an [M] in the lower corner. We can only accept one Manufacturer’s Coupon per item. If a coupon states redemption is restricted to one coupon per purchase, then we cannot accept an additional coupon on the item. Additionally, we can not accept multiple coupons that will result in a negative charge to the Customer. If there are no restrictions on either coupon, you can use two coupons on one item.

We know how important it is for you to get maximum value from every food dollar you spend. We realize that multi-value coupons are a money-saving strategy for many shoppers. However, since the Manufacturers only reimburse the original coupon value plus a handling fee, the retailer must pay the additional values on the coupon. This can only result in higher prices on other items. We work hard to provide you with low prices everyday on everything you buy at H-E-B. Our goal is to operate the most cost-efficient store possible to offer each community the best total grocery value. Your comments are valuable to us as we are constantly reviewing our pricing practices and will continue to make every effort to reduce your total shopping bill.

Our stores can accept internet coupons; however, they must have a clear bar code that scans for the correct amount, as this is how we determine that they are valid. There is a maximum dollar value of $10 and a limit of two of the same internet coupon. We do not accept free item internet coupons, to include buy one get one free offers, due to fraud in this area, and all internet coupons must scan to be accepted. This is not to say that all coupons found online are valid. Some times what a customer thinks is a coupon is nothing more than a statement from a supplier with a cost listed on it and this is not redeemable. Additionally, many coupons found online are for a specific participating retailer. These coupons would not be redeemable at H-E-B.

I apologize for the confusion over the coupon redemption. We value you as our Customer, and genuinely appreciate your comments and your business. Thank you again for writing, and for shopping at H-E-B. We will look forward to all future opportunities we may have to serve you.

Sincerely,
Suzanne
Senior Customer Relations Specialist
H-E-B Grocery

Both of these emails seem to reiterate what the other is saying so I would have to say that this is their coupon policy. I just hope that the store holds up to their end of the policy. I know that we as couponers hold up our end!

Good luck and just remember when all else fails, contact corporate!

Take Care,
Kristi w/ Frugally Thrifty

Ira

I recently purchased 4 boxes of SURF Detergent on sale at 2/$7.00. I attempted to use 4 $3.00 manufacturer coupons which I had clipped recently from the Parade Magazine in my local Sunday newspaper. Although my coupons scanned, the point of sale system told the cashier that the coupons could not be identified and she refused my coupons. I asked for a customer service leader to clarify HEB’s coupon policy regarding coupons clipped from local newspapers. The customer service leader was unable to answer my question and called the customer service manager in charge, who after studying the coupons told me that I could use only one coupon. I said, that’s correct, one coupon per item purchased. She stood firm and said that their coupon policy would not allow cashiers to accept more than one coupon per purchase.

Along with the SURF, I also purchased 4 packages of Cottonelle Bath Tissue and used 4 $1.75 yellow HEB Manufacturer coupons which the cashier scanned and was more than happy to accept. I pointed out that my coupons and the HEB coupons had the same limits and that this was an obvious dual standard and asked see a copy of their coupon policy. The customer service manager in charge told me that HEB Customers are NOT allowed to read or view HEB’s Coupon Policy. I told her that I intended to use the SURF Detergent coupons and either the cashier could push the coupons through and she could approve the transaction or she could call the store manager and I would present my case to him. She approved the use of the SURF Coupons and said that she would contact the corporate office to get clarification on HEB’s Coupon Policy and that she would call me.

I went home, logged onto HEB’s web page to read their coupon policy. To my surprise, I was unable to find any information whatsoever that gave even the slightest hint that HEB even has a coupon policy. So I called HEB’s Customer Relations Department at 1-800 432-3113 and asked if their coupon policy was posted on their website – I was told NO! I requested a copy of their coupon policy and I was told that my request could NOT be honored. I asked if I could view or read their coupon policy, and once again I was told that HEB Customers are NOT allowed to read HEB’s coupon policy.

I next sent HEB’s Customer Relations Department an email and made the same requests as in the paragraph above. HEB’s Customer Relations Department chose to call me and has refused to reply in writing to my email. The representative who called apologized for the store not accepting my coupons and then told me that I could NOT get a written copy of their coupon policy and that I could NOT view or read their coupon policy. She did state that HEB’s Coupon Policy requires partners (Cashiers) to accept coupons clipped from newspapers and magazines, even when these kinds of coupons will not scan.

So what is HEB trying to hide? Why did HEB pull their coupon policy from their web site? Why all the secrecy about their coupon policy? I would appreciate your comments and support. I am interested in any ideas you may have that might help to encourage HEB to post their coupon policy. Coupon shopping can be difficult; especially when a retailer purposefully keeps customers in the dark and guessing.

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