Wal-Mart Complaint - How Wal-Mart Management treated me
KENTUCKY -- I have been a Wal-Mart customer for 20+ years, and have always had a good experience with Wal-Mart stores until 9 days ago. My girlfriend had put some items away on layaway for Christmas for her children (she has 2 girls and a boy) and her daughter’s birthday. They were under 2 separate layaways, one for Christmas and the other birthday. We got them out on December 5, 2006 (and there were a lot of them ….51 items in one layaway, 11 in another….we had two carts packed full of items), and took them home. We left them in the boxes Wal-Mart had put them in until two days later when we decided to start wrapping them. As she wrapped them, she marked off who they were for (All the items were gifts for her children). When we started to wrap them, we noticed that her son had not gotten all of his gifts. So we marked the ones that were missing and she contacted the store. One of the assistant managers agreed to lay one of the items up for us. So we went to the store on Thursday evening, we talked with the CSM on duty and told them what had happened and that we had identified a total of 5 items. They informed us we could go back and look for those items. We searched throughout the toy section for over an hour looking at different UPC’s, hoping to identify all of the items. We were able to locate another one of the items; one was out of stock, and 2 of them we couldn’t match up with the UPC’s. So we contacted the manager on duty for assistance. My girlfriend explained the situation to her, handing the manager the receipt to look over. Her comment to my girlfriend was (1) It looks like items you have missing are the higher priced items and (2) Our layaway department checks off each individual item and we don’t make mistakes because we have cameras and (3) she couldn’t let us have the items. My girlfriend tried to explain to her that we had already given permission by another manager to get the items, but my girlfriend didn’t know the manager’s name. I let my girlfriend talk to her and I didn’t say anything. This was at the back of the store where electronics is located, not far from layaway section. The manager acted like she didn’t believe my girlfriend and asked that we wait an hour until someone came back from their dinner break to verify the story. The manager told us someone would come tell us what they had decided. No one did, so we went up to customer service to inquire about it. We were told by the CSM that management had decided against giving us any of the items. So then I asked to speak to the Store Manager. She arrived in a few minutes and asked to see the receipt. I showed it to her; she took my name and number and told me someone would contact me in the morning. The next day, I never received a call so I contacted the store. I asked to speak to a manager and the same assistance manager we had spoke to before answered. She informed me that she would get with the Store Manager and call me back. She never did. I decided to stop by that evening at the customer service desk. I explained to the representative on hand what had happened. She called management and they informed us that they had turned it over to Loss Prevention. She assured me that they would contact me. This was Friday, December 8, 2006. I waited patiently until the next Tuesday morning, when I decided to go back to the store and see if they could tell me anything. When I went to customer service and spoke with a representative, she was very nice. She said she remembered holding one of the items for us and told me to go back and get the other items. I informed her that management was handling it, so she contacted the store manager. The store manager came up to the front, asked me if anyone had contacted me, I replied no. She went on to say that the tapes had been reviewed and that we had gotten our items. I informed her that I had not gotten all my items and I would be returning all of it. She didn’t seem bothered by this and informed me I would not get credit for the items that were missing. Total receipts came to around $970 and the items in questions were around $67. So I went home, un-wrapped all the gifts, itemized and checked them off and took them back to the store. I also noticed that we had received 4 items which we had not paid for (so much for them not making any mistakes). It was raining and cold that day, but it didn’t matter to me.
Once upon a time, Sam Walton had a philosophy of “Satisfaction Guaranteed” and treating the customer right. I am hard pressed to believe that his philosophy still exists in Wal-Mart. I do not feel like I was treated right and neither do many of your employees in that store. All they could do was shake their heads in disbelief at how we were treated. I also think Mr. Walton had something called the Sundown Rule. Management, in my opinion, failed miserably at this one. I can understand not contacting me one time…..but over and over again they neglected to call me or contact me in anyway. I certainly hope you can get something resolved. I am out time, money, and respect from a store I have shopped at for many years. I will not shop at Wal-Mart again until they learn to treat their customers better.