This is a letter i wrote to Walmart:
This experience has been horrifyingly TERRIBLE!
First and foremost I would like to say that up until this experience, I have been a constant Walmart shopper. NEVER again.
I ordered a Manhattan Convertible Lounger (futon) 352.00
I made this order on the 15th of October. I was told (via my account) that it should arrive (site to Store) between the 24th and the 30th of October. On the 31st, when it still hadn't arrived I called both the store and Walmart.com customer service. The store could only offer that the item was not there. Walmaty.com said that there was a delay in delivery.
* your Princeton store had me on hold so long that I had to call back. Each time I call customer service I spent at least 35minutes on the phone.
I called Walmart.com again on the 2nd on November and this time I was told that it should be there (via the freight line) on the 4th.
The 4th came and went with no correspondence from Walmart. I made ANOTHER call to the store and to Walmart.com and sent an email to Walmart.com regarding my troubles. The next day walmart.com responded saying that it was being looked into and that I will receive an email back, no later that 2days, with the status of my item.
* i never received an email from customer service _not great service!!!
On Friday, the 7th I called Walmart.com again. This time I heard that the item was at the store and I could go and pick it up. ("Sorry for the confusion")
That evening I went to the Princeton store and spoke to Angelo in their site to Store. He said that he called me and left a message regarding the item. & THIS NEVER HAPPENED! & He said that 3 of my items were sent accidentally and that there was a problem. He showed me their VERY MESSY/UNORGANIZED back room and pointed to the top shelf where 3 large boxes were. He said that they weren't in their system (scanned in) so he couldn't release my Very Late item to me. He then started telling me that a refund was credited to me, so they would have to bill me AGAIN for this purchase. (that didn't happen until the 9th). Again POOR communication! Angelo told me to call "Cory" tomorrow and he should be able to get the boxes down and scanned so that I could Finally retrieve my purchase.
* More of my time wasted on Walmart!
On Saturday the 8th I called Cory and he told me that he would call me back inm 1/2 hour! He never called me back. I called the store 1 1/2hours later and he said that he still has to check into the item, I was placed on hold for 30min. When he returned he said that Angelo and Walmart.com were mistaken, those boxes are not my item. He had no idea where it is, or if it was ever in their store.
* Back to square one, no answers, no communication and No item!!!
Yesterday I called Walmart AGAIN! I spoke to a very patient representative and she called the Horrible Princeton store AGAIN! She spoke to an Anita and Michelle. (Managers???) I was told that my item was in fact there. However, it had been placed on the floor because no one knew how to scan it in. I was told that it was in the "lawn and garden" dept., and that someone confirmed that it was there. The walmart rep. Walked the manager though the scanning process and I was told to come to the store the following day and speak to Luz. "She would help me get my item."
*this woman gave me a $25 gift certificate to use online (ill never do this again!) She also offered to cover the shipping and have the item shipped to my home. I declined this thinking that if the store had it, it would be better than waiting another 7days.
About two hours later an email was sent to the pick-up person (George Schneider) saying that our item was there and ready for pickup. I assumed this was done automatically because it was finally scanned and I planned on picking the item up tomorrow, as advised by Walmart.
A little while later, as I was walking into a movie, I received a call and voicemail from a representative at the Princeton store. (Michelle)
The voicemail said that I needed to call the store immediately regarding my order. I called them back immediately and spoke to Angelo. He said that the items that he showed me on Friday were not my items (this I knew after speaking to Cory the day before). He said my item never arrived. I told him to get all of the information and his story straight and call me back!!!
*again no communication @ walmart!
While I was in the movie Angelo called me back and left a message. He said that a credit was refunded to mt credit card @ 1:30 for my purchase.
I was confused and very upset!
I went directly to the store and asked to see a manager. I waited for 20minutes before I was greeted by Michelle. (In that 20min. I witnessed employees sleeping in the customer service dept., profanity being spoken by employees and items all over the area!
When I started to explain my situation to the manager she stopped me short saying that she was the person that spoke to Walmart.com this morning. She then said that after checking my item it was damaged. She said that she called walmart.com back and was told to refund my account. (If I wanted the item I would have to reorder it and go through this All Over!!!)
I asked her for a name at customer service and she had none! She had an attitude and no compassion!
This represents terrible customer service!
I've wasted practically 1month, numerous hours, gas and heart-ache on this company! NEVER AGAIN, and I plan on sharing my story!
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