Wal-Mart Complaint - Return Policy not posted - cashiers unaware of correct return policy
REDDING, CALIFORNIA -- On 1/12/2011 I purchased an airbed with my mother at the Walmart in Redding, CA. My mom specifically asked the cashier about the Walmart return policy. We were told that the items could be returned within 90days, with original box, and original receipt. On 1/31/2011 I went to the same Walmart to return the airbed. I was then told that the airbed must have been returned within 15 days and that I was able to exchange it for an airbed of equally or greater value.
I asked where this policy was written as it was NOT on my receipt and I was not given that information from the cashier. She pointed to a sign on the wall in the return area.
I then walked to the check out stations to see if the return policy was posted there…it was not
I then walked to the aisle in the store where the airbeds could be found…there was no return policy posted there
I then found an Assistant Manager, Robyn. I discussed my return issue with her. She looked at my receipt and said, “That cashier is new, well fairly new and she gave you incorrect information.” I then stated that the policy was not posted anywhere. She said, “It is posted in the customer service area.” I reminded her that no customer would ever see that sign as that is not where they go to make purchases. Robyn then told me that they had recently moved the airbeds from the Sporting Goods department and that they had not yet moved the return policy sign. I told her that when I made the purchase I was unaware of the 15 day return policy and that had I known I would have returned the airbed long ago.
She said she was sorry and that this one time she would make an exception, Robyn said, “You can return the airbed for another one of equal or greater value.” I asked what exception she was making as that was the policy, her reply, I have to follow the policy.
How is a customer able to follow and properly return items when they are misinformed and unable to even seek out the information prior to making a purchase? My mother and I asked questions to assure we understood the return policy. We did everything reasonably possible to assure we understood the return policy so that we could make an informed purchase. Walmart should of upheld the policy which was told to us as we had no other way of being properly informed.
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