H-E-B

I have lived in this area for about three years and have shopped at the heb plus on bullock numerous times with great success. Cashiers have always been corteous and a sense of urgency to assist with there customers. During the month of february, I decided to go through the self check out, to my surprise it was the worse idea ever. The self-check kept jamming. I asked for assistance with my transaction and the self check out manager named luis seemed overwhelmed with his job duties and kept walking back and forth from cashier to cashier ignorning my distress hand signal to assist me with the transaction. After waiting like 5 to 7 minutes and with a line of customers behind me, he decides to make contact with me. His first comment to me was that if I had done this before. Being the fact that I probably look old and gray haired, I sort of took offense to this comment from the young man. He then proceeded to tell me to give him a couple of minutes. He went to assist other cashiers with issues as I continue to wait. Upon his returning back to me, he stops to answer the phone from his command self check out post. By the looks that he had, he was enjoying his conversation and smiling away, no look of urgency to me with my transaction or opening up another self check out. By the way, two other self check out had signs that did not work. He finally hangs up and approaches me, no eye contact and no apology for the further delay. He proceeds to check out the self check out machine and cannot seem to get it working. He then leaves to bring back another employee who also seems to know what to do. Customers behind proceed to take it on their own to move to a regular check out, I on the other hand are still with half my groceries check out and half still pending. Luis employee kneels down to see if he can get it going. After failing to do so, he just turns around and says you will have to move to another check and walks away. Again, no apology or sense of urgency to provide good customer service. He starts walking off and I asked him if I had to go stand in line again. He says yes and proceeds to go chat with a male cashier, and I thinking he was doing so to provide me assistance and not have to stand in line again. Did not happen. I was left with my groceries half checked out in the self check out. Luis employee did not offer to move or have someone help me move my groceries and did not open up another cashier so that the customers who had been waiting in line not have to wait longer. Luis employee never came back. When checking out in another cashier, jose was friendly and as I proceeded to let him know my experience he apologized. I asked for the luis employee full name and he told me his name was luis ramos, a super visor. This has been an isolated incident, but this young man is gvign the wrong impression of the heb plus who has good customer service. I felt it needed to be know. Hopefully, the general manager can send him to some customer service training or place him in an area where he doesn't need to have contact with customers since he seemed overwhelm and unable to assist me and the other waiting customers.