Walmart
Customer loss at the hands of walmart employee

10/26Open Letter to Walmart, On Sunday, 10/3 I, Jocelyn T. Brantley, was in your Rincon Wal-Mart which I frequent quite often. I was with my father in law picking up a birthday cake for my son’s 1st birthday party and some other party related items. I started checking out in the self check-out lane but was having trouble getting the cake under the scanner without ruining it. I put my wrist clutch, which also served as my wallet, down while I was trying to maneuver the cake under the scanner when my father in law saw an open lane with only one customer who was already checking out at the lane next to us but while we waited a new associate came on duty two aisles over and called us over. We went over and the cashier proceeded to ring up my order when she gave me my total, which was within 10-15 minutes of us having tried to check out at the self check-out lane, I realized l left my mini clutch on the self check-out lane. I ran back there and it was gone. I proceeded to frantically and tearfully ask any and all employees nearby, who include if memory serves me correctly Nancy Eubanks, if they had seen my mini clutch or if someone turned it in and they all stated no. Everything I had, $200 in cash, 6 credit/debit cards, insurance, movie vouchers, prescription cards, etc., was in that clutch and I had a house full of birthday party guests to attend to so my father in law proceeded to pay for my items. When I got home I had to take time away from my guests (which included out of towners) to compose myself and call all my credit card companies and notify them that my wallet had just been stolen and get my cards cancelled. I also had my mother (in from New York for the birthday party) calling credit card companies and we also called Wal-Mart again to see if anyone turned in the wallet and again we were told no. The next day, Monday 10/4 I called Wal-Mart and was connected with Shelly in Loss Prevention. I asked if any one turned in a small black clutch and I explained what transpired the day before. Shelly promised to look into it and call me back by day’s end. I did not get a call back that day or the next. On Wednesday 10/6 when I called Shelly again she asked for all the info that I had previously given to her regarding the incident. She then stated, again, that I would hear from her by day’s end. Shelly never called back that day. The next day, 10/7, Shelly called me and stated she was reviewing the tapes and she asked me to state again what day I was in the store because they checked the security tapes for the wrong date and saw nothing. I gave her the correct date and approximate time and Shelly reviewed the tape while I was on the line with her. She described me, what I was wearing, she saw me put my clutch down and leave and then she asked “did you have any cash in that purse? ” and I replied “Yes, I had $200 in cash in that purse.” She said I am going to have to call you back. Again no call back, I placed several calls and got another gentleman with loss prevention who stated he knew nothing about the incident and that Shelly and the manager were off and no one left him any notes or info regarding this incident. He stated he would try and call Shelly and get back to me. Once again I did not receive a call back from anyone. I left numerous messages. Finally, I got Shelly on the phone and she stated she could not talk to me until she spoke to the manager. No call from her, the management she stated she had to speak, or the store manager himself, Ricky Smith. The next day, 10/8, I called Wal-Mart once again and this time I was told Shelly and her manager were both off. I have a one year old son and I attend school full time, my husband works full time and goes to school full time as well. I was getting frustrated with the total disregard and lack of concern for a long time customer. The lack of urgency that Wal-Mart showed regarding someone having my personal information and item was very insensitive. I felt totally confused and at a loss to not have responses from many of my calls and a bunch of empty promises to follow up. Finally I did get to talk to Shelly on Mon 10/11 and she said she would have to get back to me that she was still looking into the incident and, once again, she never called. I called Wal-Mart one final time 10/12 & spoke with a gentleman in the store. I explained the entire situation, again, and my frustration on no return calls and he replied “you should file a police report” and so I did on with Sgt. Scholl. A Wal-Mart employee by the name of Nancy Eubanks was subsequently arrested on 10/13 and I have a court date 11/11. I called the store to speak to the store manager to arrange a meeting regarding the incident and was appalled that I again had to explain the situation because he had no knowledge of what had transpired in his own store. I don’t know if this was because communication is lacking or the care for the customer, but I feel the latter. I went into Wal-Mart on 10/25 and spoke to Ricky Smith the store manager because I was very upset at not having heard to date from any one at Wal-Mart, employee or loss prevention, to follow up on a loyal customer or apologize and acknowledge that this happened. Once they found out it was an employee, an employee that I believe I went to with teary eyes asking if anyone turned in a black clutch and she looked me right in the face and said no, they totally negated my existence. I inquired if there was anything that Wal-Mart intended to do as far as restitution since the loss happened at the hands of a Wal-Mart employee, in uniform, and on the clock. I not only lost my personal property, I am ill at ease knowing my personal information is now in the hands of a person with very little morals or respect for others. Most importantly I lost precious time from my son’s first birthday party, a day I cannot get back, and the special day was marred. I had to order a new drivers license, several debit/credit cards, and various other cards along with personal effects that were in my wallet such as membership cards, movie vouchers, etc…and not one word of sympathy, apology for an employees’ behavior, nothing. I could understand if I “lost” my wallet or it was stolen at the hands of an unknown customer then the onus would lie with me, but to know an employee committed this crime, a felony, against a customer and management showed no compassion was very disappointing and utterly frustrating. When I finally went into Wal-Mart on 10/25 the store manager, Ricky Smith, was very cold and dismissive to both my husband and myself, he did not render one word of apology or sympathy. After my husband and I stated that we didn’t feel this was proper treatment to a customer and this was very poor customer service he stated well I can compensate you for the cake and the party supplies (which totaled less than $100.) and asked for my receipt, which I did not have because I couldn’t pay for the items my father in law had to, but that is all and only because loss prevention should have called you back. He was very, very dismissive and insensitive. There was another gentleman, Steve, position unknown, who is the only one who showed a little more sympathy and apologized once. I was saddened, embarrassed, shocked and appalled. I along with my entire family frequent Wal-Mart all the time and with a new baby we were at the Wal-Mart store several times a week. I now have bad memories and negatives feelings toward Wal-Mart and the managers’ very cold hearted and negative customer service. I was very put out and it was a mar on a very special day. I believed the store should want to make some sort of restitution to a loyal customer who was put out by all that transpired at the hands of a Wal-Mart Employee/representative on duty.

Company: Walmart
Country: USA

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