(this is a letter I just sent to Wal-mart, I know there will be bleeding hearts or employee faithfuls to get upset, but this is the problem with big business now a days.)
I am a very upset customer who is considering never coming back to Wal-Mart. There is a Target store not even half a mile from where I live but my mother has always gotten her medicine from Wal-mart and has not wanted to change till now. What should have been a very simple transaction turned into a nightmare. My mother had a coupon for a free carb solutions bar. Everything was scanned and the checkout lady scanned the coupon and it took off $2.50 and the bar was 96 cents. We couldn't figure out why so since it was extremely busy and we were trying to get to a movie we said just void the coupon and pay for the bar. She voided the coupon which we saw on the screen added the $2.50 back on, that should have been it.instead the lady looked confused and got a manager.
The manager came over and was looking at everything and I was trying to say everything looked fine and if not just void everything and start over. They ignored me and then after another 5 or so minutes of them just standing there thinking there was a problem when there was not they went and got ANOTHER manager. That manager came over, looked at everything again and voided the coupon AGAIN. Then took the coupon and took 96 cents off again. I gave the benefit of the doubt that they rang everything correctly and the fact at this point I was extremely embarrassed to be standing there over a little bar that i said to void and forget about holding up the line for 10 minutes or more now.
We left trying to get to the movie on time and I looked at the receipt and sure enough the voided coupon was done twice adding an extra $2.50 on the bill. So we went to the movie and came back afterwards to pick up my mothers subscription. She went to customer service to take care of the receipt while I picked up her subscription. I came back to find she was still there and the customer service rep. Was still looking over the receipt while they were discussing another rep. Losing her earring or something. They got what I am assuming was a supervisor in a red vest.
She came over and my mother gave her the receipt and explained again what happened. The lady stared at the receipt for a couple minutes then said everything was okay because it was voided. It was if she didn't hear a word she said. My mom tried to explain it again and then the lady got a calculator out. At this point I was livid. We are spending 20 minutes over $2.50 which if anyone looks at the receipt could see and should have been taken care of all the way at the beginning. She does her thing on the calculator and says it matches up on the receipt.
I am extremely upset over many things at this point. I am highly embarrassed at being held up in a line twice now. The fact that all of this is over $2.50 and then the fact that I have been through 3 managers now that 1) have no customer service skills whatsoever 2) cannot figure out their own computers or receipts and 3) do not have basic math skills. I have personally managed 2 Blockbuster Stores and 1 Software Etc. And I would not have hired any of the people I dealt with today, especially for management, supervisor or anything else. I explained to her that yes adding line per line on the receipt she would come up with the correct price on the reciept because our whole point was that the coupon was voided twice adding an extra $2.50 on the bill. After staring at me blankly I showed her exactly on the receipt what I was speaking about and after she rudely interrupted my explanation twice with a "I know" I explained to her that she did not know and that was why I was showing her exactly what I was talking about. If she had known then we would not still be there talking about $2.50. I showed her the negative symbol on the receipt for the coupon being taken off and then the two add ons for the void. She then said "Yes but what i am saying is the manager had voided the coupon twice on here where it says void"
I stood aback at this point in awe that I was just not getting through to this supervisor. I continued on though explaining the concept of negative and positive that a coupon takes a negative off and that when you void a coupon its adds on. She finally took the receipt and went off for yet another manager. At this point there was a huge line and a my mother had left to store in disbelief and embarrassment at what we had to go through for $2.50, not only having to argue to get it, but even teach simple math to managers.
Finally she came back with my receipt and gave me $2.50 and very gruffly said "heres your $2.50 sir" and then walked off without a word or an apology. This was horrible horrible horrible customer service. I am not sure if she knew what dept. She was in and complete ineptness on the part of everyone involved including all three supervisors/managers I had contact with today. All over $2.50. My mother gets all her prescriptions at Wal-mart and we always shop there about every week. The sad part is if we are going to be treated that way over $2.50 since, and especially when we were right all along and with not even an apology then I see no reason why I should drive 10 miles to your store when there is a Target right here that will actually appreciate our business.
Bill
jacksonville, Florida
U.S.A.
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