HEB - Steve, Manager Terrible Customer Management!! Pflugerville, Texas

I ordered a birthday cake for my mom and picked it up on 1/9/10 at 2:30pm CT at the HEB on 201 N FM 685 in Pflugerville, TX. When I picked it up, the lady in the bakery department was quite anxious about me opening the box and looking at the cake, saying why are you opening it, dont open it. I thought her behavior was strange, but it didnt dawn on me until I got home why she was acting like that. It was not only lopsided, but it was not made the way I asked for. The guy in the bakery explained that if they feel there is too much buttercream frosting on it, they would add Elite frosting to even out the taste, without even asking the customer!!! In my case the entire cake was done in Elite. I called back to notify them of this and was treated like trash by the day manager Steve. For no reason at all, he voiced out loud in front of everyone that he would not give me a refund so that I could go elsewhere for another cake. Without even allowing me to speak, he rudely informed me that I would either need to keep the original cake or have them remake it. Then he refused to even acknowledge that the cake was even made incorrectly. I asked him to try it and he just kept saying I was wrong, ordered the guy in bakery to remake it and then very rudely walked away. He wouldnt even let me say anything; I was left speechless by this managers attitude and behavior!! The guy in the bakery department was not adept at decorating cakes as the lettering was all crooked and the flowers were haphazardly added onto the corners in a nonprofessional manner. I was afraid of this and that is why I asked the manager Steve for a refund so that I could purchase the cake elsewhere. I could understand if I went in the store acting like a crazy lady making demands, but I didnt do or even have a chance to say anything like that. We shop at this store all the time, making a scene was the last thing I would have ever done. Just weeks before this, my mom and I even stood up for this manager as another customer was yelling at him and we felt bad for him. He was so nice and acted very grateful that night. His terrible attitude towards me would explain why he has so many problems with his customers; he is very rude and unprofessional to say the least!! I would just like to know what I did to receive this type of behavior and attitude from this manager. It was all very strange and bizarre as was witnessed by many other customers who felt the same way. An explanation and apology is in order by this manager who was obviously having a very bad day and took it out on me and who knows how many other customers he has done this to. He single handedly put a damper on this special day for everyone in our family who was all disappointed by the actions of this store and especially the manager Steve. It seems that if anything is amiss with anything you buy at this store, you are just stuck with it, you certainly cannot expect any type of resolution from the management and that is sad as this was the last good HEB left in our neighborhood.