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    H-E-B

    4.7 (3 reviews)
    ModerateGrocery
    Open 6:00 am - 11:00 pm
    Updated 2 months ago

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    (1 review)

    TL;DR: I was followed around the store and harassed by FOUR DIFFERENT EMPLOYEES - including the…read morestore manager. I was told I couldn't have my service dog with me, then they demanded that I show them my papers for the dog, I needed to produce a license that says she's a service dog, and regardless of what the federal law is, their rules are different and I have to abide by them. I was also told that I had to let people touch, pet, and grab at my service dog. When I told people to leave me alone, I was being rude. Never in my life coming back to this store. This afternoon (4/13/17) just before 4:30p, I was at the HEB off of Guadelupe and Stone in Laredo, TX. I was accompanied, as I always am, by my service dog. As I started down an aisle, an employee motioned to the dog and shook her head, speaking very quickly in Spanish. As I am not fluent in Spanish and she didn't try to speak English, so it took me a moment to understand what she was saying. I understood vaguely that she was trying to tell me I couldn't have the dog in the store. I informed her that my dog is a service dog, and pointed out her vest that clearly indicated that she is a service dog. She nodded, I thought she understood, and I went on my way down the aisle. I heard her yelling to someone, but I didn't think much of it. About half way down, a different employee walked swiftly up to me, most likely having been instructed to talk to me and tell me in English that I couldn't have the dog in the store - which was the first thing he said to me. I don't recall him greeting me, just telling me I couldn't have "the dog" in the store. I told him as well that she is a service dog, not a pet, and that she is allowed in the store if I am. He said "ok" and I continued on my way to the next aisle over, attempting to do some shopping still. Then, a third employee - now likely a member of management as he was dressed in business casual blue button down shirt and slacks - walks up to me and tells me again that I can't have "the dog" in the store. I tell him, too, that she is a service dog. It's clearly marked on her vest, and I've already told two other employees as much. He tells me he needs to see my paperwork. Says I need to give him a card, she needs to have a license attached to her vest. I tell him it is illegal for him to ask me to produce paperwork, I don't have anything to show him and I don't need it, either. He argued with me telling me that I needed to give him paperwork, or I was going to have to leave the store. On the ADA Government website (https://www.ada.gov/service_animals_2010.htm) under the heading titled "Inquiries, Exclusions, Charges, and Other Specific Rules Related to Service Animals" it is clearly stated that: "When it is not obvious what service an animal provides, only limited inquires are allowed. Staff may as two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person's disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task." But that is exactly what happened. The employee demanded more than once that I provide paperwork for my service dog, show my license for my dog, and if I failed to comply, I needed to leave the store. Though I tried to educate him on what the ADA laws are, he scoffed and almost laughed at me, telling me that he knew more than I did, and that somehow the store rules were different. I had had enough of being harassed my the staff, so I told him I was done and would not be giving the store any of my business - now or in the future. He proceeded to follow me to the front of the store, I assume to ensure that I left. He stopped to talked to a different man in a black polo, and I stopped another staff member to ask who the store manager was, and if it was the person I had just been talking to, who *his* boss was. I was instructed that the man in the black polo was the store manager, and he was called over to me. Before I could say much to him, a stranger with a small child in his arms, came over and tried to grab at my dog, whom I was holding in my arms. I backed up from then and said "excuse you! Don't touch my dog." My service dog is not public property and no one anywhere has any right to touch her in any way, shape or form. She does not exist for the benefit of others, no matter how friendly, soft, beautiful, wonderful, etc she may be. She is a working dog, trained to aid me, and it is absolutely rude and uncalled for for anyone to assume that they can do what they would like with her or to her. I then attempted to talk to the manager, now more agitated and on the verge of a panic attack more than ever, and told him that his employees needed better training on ADA laws and service dogs. I have been followed around and harassed by three di

    H-E-B - grocery - Updated May 2026

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