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H-E-B has opened eight grocery stores in the Metroplex, with more in the pipeline.
H-E-B
A glitch in the system led to H-E-B Burleson shoppers walking away with free groceries ahead of the holidays Monday night.
“H-E-B, we love having y’all as our customers,” the store manager said in a video posted to Facebook. “Thank you for waiting with us. Unfortunately, the computers are not coming back up right now. So today, everything that you have, we’re going to bag you up, and we hope every one of you have a very Merry Christmas and continue to shop with us.”
The dozens of shoppers waiting in halted lines immediately broke into smiles and applause. Their full baskets came at zero cost.
Comments on the Facebook post range from playful jealousy to appreciation of the H-E-B location with remarks like “Does the offer still stand?” and “Way to go HEB! This was customer service at its finest!”
One shopper, Melinda Brown, told Star-Telegram media partner WFAA the act of generosity was a “Godsend” after she waited in line for two hours to feed her kids and grandkids for the holidays.
“(It) brought tears to my eyes (and) we all gave them a round of applause,” Brown told WFAA. “I asked the checker ‘For real?’ and she said ‘Yep! Merry Christmas.’ What a gift!”
A woman from Crowley posted on Facebook that her father was in line when the system went down. What he experienced was “amazing” she said.
In the few hours H-E-B’s register system was down and lines lengthened, only self-checkouts and the customer service desk were working.
“A worker came by and said if they didn’t have anything that needed to be weighed they could go to customer service. So he went,” she said. “He said he was 6th in line. It was his turn and about 6 items in, the system crashed. He said the man scanning his stuff looked at my dad then looked at the girl bagging and said finish bagging his stuff and send him on his way. My dad stood there in disbelief as she bagged his stuff and said ‘Merry Christmas, have a nice day.’”
In a statement, an H-E-B spokesperson said the grocery chain is committed to serving customers year-round and especially during the holidays.
“The customer experience is at the heart of what we do!” the statement said.
This story was originally published December 23, 2025 at 12:21 PM.
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Rachel Royster
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