Wal-Mart
Used Coffee Purchase - customer service

I went to Walmart in Owings Mills, MD on 02/12 to take my mother (75 years old) shopping for Valentines day. She wanted a coffee maker. I purchased her the Mr. Coffee BVMC-PSTX91 coffee maker for 79.99. I live in Flat Bush New York and I am a frequent Walmart shopper. The coffee maker that was purchased was open by my mother on 2/13. She immediately called me to explain to me that the coffee maker was not brand new and that it had been used already. She explained that there was dried coffee all over the machine and the box. I was disgusted and alarmed at her findings. I immediately called the store in Owings Mills and asked for a manager. I spoke with Tina (she stated that she was an assistant manager.) I explained the situation to her and let her know that I lived in New York, that my mother was elderly, and that she was not able to drive. I asked that they mail her a box to return the coffee maker or something to assist her in getting her a new coffee maker. She told me that all that she could do is give her an exchange if she brings it in and presents her receipt. I explained that she was unable to drive and that I would have to drive back from New York to take her to that store or pay for a cab to take her. She responded with "that was all that I can do". I explained that I would be returning to the store before end of day today (a 3-hour one way trip because Walmart sold me a returned/used Coffee Maker.) She then told me that she would be getting off at 8pm and that another manager will be there by the name of Eric. I am livid about this whole situation. My time, money and well-being is not a concern for this company. Walmart has just lost a very dedicated customer and family for life. I will also be telling all of my family and friends about this incident so that they are aware of level of dedication that Walmart puts in their lack of customer service, thoroughness, and ability to execute a well thought out logistic plan.

Company: Wal-Mart
Country: USA

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