ComplaintsforWalmart

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Three problems three different Walmarts First of all I've been on the phone with Walmart's customer service for an hour and 6 minutes as I'm typing this. The customer service is horrific. Because this worker did not know what to do she has just left me on hold and has not picked back up the call. Order number **** ************* I ordered A costway patio three set canopy swing glider hammock. When I ordered this product I did not see a weight limit. However there was so I decided to return the product I went to the store on Lowe's boulevard and ***** the manager refused to do the return. He didn't even try to assist with doing the return he wanted to argue with me. I had another item also I tried to return on Lowe's boulevard that I purchased in Harker Heights Texas that Walmart he told me to take both items to that Walmart he would not assist me with my return. I went to the Harker Heights Walmart to return one of my items the swimming pool and was given the nastiest attitude saying that Walmart no longer accepts open products. Well how in the crap am I supposed to see if an item works if I don't open it. I still have the cost way item and I have no way to return it. I was told to take it to FedEx or call someone else schedule a pickup. I shouldn't have to do all this to return an item and then wait for Walmart forever to return my money. Correct your horrible staff!!! Not to mention the Walmart on Lowes boulevard I have been threatened by two employees. I have reported this to the store but with ***** being the manager I understand why it's happening.

  Business response

  07/10/2024

  Walmart received a Better Business Bureau complaint from ****** **** regarding her recent contact. We thank you for the opportunity to address Ms. ****'s concerns and appreciate the time she has taken to provide us with her feedback and comments.
  
  After Walmart received Ms. ****'s complaint, I reviewed her account and order history. I partnered with  t he store managers in this case and had them contact Ms. **** directly for resolution. I also reached out and spoke with Ms. **** on this and gathered her complaint deals and issued a e gift card for her experience.                
  
  Again, we thank Ms. **** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely, ******
  
  Walmart

  Customer response

  07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After complaining to Walmart several times about their delivery people substituting my order items without my consent and delivering items that were broken or missing, they decided to close my account due to "returns violations" without communicating the actual reason. I was advised my account would be cleared and reopened but it never was. Afterwards, I was told to open another account which has also been closed most likely because I used the same payment card or IP address. I feel disrespected. I don't drive. I don't even own a car. My last order on my original account (*************@*****.com) included 2 hampers that arrived LATE and BROKEN. Something must be done about this!!! I know at least 25 other people who have had their accounts banned for the same bogus reason without ever returning anything EVER. You need to hold your shoppers and delivery company accountable for what they do - NOT YOUR CUSTOMERS!!!

  Business response

  07/10/2024

  Walmart received a Better Business Bureau complaint from ***** ****** regarding her recent contact. We thank you for the opportunity to address Ms. ******’s concerns and appreciate the time she has taken to provide us with her feedback and comments.
  
  After Walmart received Ms. ******’s complaint, we reviewed her account and order history. Ms. ******, after facing repeated issues with Walmart's delivery service where her orders were substituted without her consent and delivered in poor condition, complained to the company. In response, Walmart unexpectedly closed her account citing "returns violations" without further clarification. Despite promises made to clear and reopen her account, Walmart failed to do so. Ms. ****** was then advised to open another account, which was also closed, possibly due to the use of the same payment card or IP address. Walmart's review team has agreed to reopen both accounts as a one-time courtesy. However, the accounts will continue to be monitored for returns. As such, Walmart considers this matter closed.
  
  Again, we thank Ms. ****** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely,
  ******
  Walmart

  Customer response

  07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, Unfortunately, I am writing a complaint about the store ****, second time in the last six months. This is very tragic as I have shopped here for more than 10 years now and shopping here in the last six months has become challenging to say the least. Background: We bought the item below (Order Number ****************) from store ****, and immediately on the same day it broke (non stick coating came just after first use). We raised the return request online on the same day (June 16th). Issue at store: We bought the item today to the store **** to return. We were met with an extremely unprofessional person at the customer service who started arguing with that this item is used hence she cant accept the return. We told her that we had bought the same not even a week back and raised the return request on the same day, but she kept on arguing that she could only accept the return on that same day that we bought which seemed totally absurd to us. After lot of back and forth and after a solid 10 mins she accepted the return and WARNED us that this should not happen again. What kind of people is Walmart hiring nowadays who warns their customers instead of looking at their issue? This is absolutely heart wrenching as we have always faced awesome service from this store until last 6 months. What is happening here? I need answers as to why we were treated this way. Pls note that I did contact Walmart on their customer service email. But they told they don't handle these kind of queries and that it's the wrong department. They asked me to call their service center number. I called and I was in line to be put to the right department for more than 30 mins, hence I came back to BBB. It does seem like Walmart responds to BBB better than just regularly contacting them through their email.

  Business response

  07/05/2024

  Walmart has received a Better Business Bureau complaint from Mr. ******** ******* regarding his recent order. We appreciate the opportunity to address Mr. *******'s concerns and value the feedback and comments he has provided.
  
  On June 16th, Mr. ******* purchased a Non-Stick Pan from Walmart Store ****. After using it once, the non-stick coating peeled off, and he raised a return request online the same day. However, during the return process, Mr. ******* faced unprofessional behavior from the customer service associate at the store. The associate argued that the item was used and therefore could not accept the return, despite Mr. ******* explaining that he had purchased it just a week ago and was raising the return request on the same day. The associate continued to argue and eventually accepted the return but warned Mr. ******* that this should not happen again.
  
  Mr. ******* contacted Walmart's customer service email regarding the issue but was directed to call the service center number. The store team reached out to Mr. ******* and addressed the issue.
  
  We thank Mr. ******* for his valuable feedback. Should you have any further questions or comments, please feel free to contact us.
  
  Kind regards,
  *******

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Walmart canceled 3 of my orders. Then told me I violated the return policy and they deactivated my account. All I did was take things back to the store that I didn’t want. I never return that many things so therefore I never violated anything. The email attached to my account is ******t***********@gmail.com and number on account is *** *** **** and address is *** ****** Dr ********* KY *****. I want my account reinstated because they fraudulently closed it for no valid reason. I want my account back or I will see what I can have done.

  Business response

  07/09/2024

  Walmart received a Better Business Bureau complaint from ****** ******** regarding his recent order. We thank you for the opportunity to address Mr. ********’ concerns and appreciate the time he has taken to provide us with his feedback and comments.
  
  After Walmart received Mr. ********’ complaint, we reviewed his account and order history. Mr. ******** discovered that his account was closed due to violating Walmart’s return policy. Account closures are handled by a dedicated team who review and monitor account transactions for returns and Terms of Use violations. Walmart does not take the closure of accounts lightly. The review is very thorough and not denied without true consideration. Although our customers sometimes want to know specifics regarding the reasons behind an account closure, it is Walmart's policy not to divulge details as to why an account is being closed. Walmart understand that this is a frustrating experience, and we apologize for the inconvenience this causes. Walmart considers this matter closed.
  
  Again, we thank Mr. ******** for his feedback and comments. If either of you have any further questions or comments? Please feel free to contact us.
  
  Sincerely,
  
  ***** C.
  Walmart Customer Care

  Business response

  07/16/2024

  Walmart received ****** ********’ rebuttal arising from his original Better Business Bureau complaint. We regret that we were unable to provide a satisfactory resolution to his concern and appreciate his additional feedback. At this time, our response remains unchanged and Walmart.com considers this matter closed. If either of you have any further questions or comments, please feel free to contact us.
  Sincerely,
  ***** C.   
  Walmart Customer Care

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:I want my account back. If I have to go through legal means just to prove I did nothing wrong just to get my account I will. This is the last time I’m going to ask for my account back. Because again I did nothing wrong. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 12, 2024, Wal-Mart responded to my internet purchase thanking me for such. When I got a message the package was on its way I noticed the package was going to my old address, I sent it to my present address. I immediately phoned and told them they were sending it to the wrong place, being told they would stop delivery and send a refund also being told they send to the default address when there is a suspicion of fraud. I have sent packages from my old address to another address before and it was delivered without a problem. It did not stop the delivery and no refund came. When calling to find out where my refund was I was told several times it was their policy to NOT refund when there was a mix up like this, and I should contact my financial institution to resolve. My bank would do nothing since it was not fraud, I needed to resolve with Wal-Mart. Having been transferred many times over 2 days and just as many hours there still has been no resolution. They owe me $55.25 because they didn't deliver my merchandise, I live near 2 hours from where I use to live so it is not something I can or want to go and pick up. As an aside, I did order immediately after my first call telling them they were sending it to the wrong address, again sending it to my current address. It came the next day BTW it was 2 buckets of kitty litter and it couldn't wait. Thanks for any help you can give. I cannot afford to throw away $55.

  Business response

  07/05/2024

  Walmart has received a Better Business Bureau complaint from Ms. ****** ****** regarding her recent order. We appreciate the opportunity to address Ms. ******s's concerns and value the feedback and comments she has provided.
  
  On June 12, 2024, Ms. ****** ****** placed an order for store delivery, but realized that the address used was the old address. She contacted Walmart and informed the agent that the delivery would be going to the wrong location. The agent advised Ms. ****** to contact her financial institution to dispute the charges as the address was entered by Ms. ******.
  
  On July 3, 2023, Walmart contacted Ms. ****** to inform her that a refund of $55.25 was issued as a one-time exemption. However, the old address still needs to be removed from Ms. ******'s account to avoid this error in the future.
  
  We thank Ms. ****** for her valuable feedback. Should you have any further questions or comments, please feel free to contact us.
  
  Kind regards,
  *******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 4, 2024 I ordered from Walmart online a Daisy rider BB gun. I picked the purchase up on June 5, 2024. This was a gift for my 10 year-old grandson for his birthday. Once I presented the gift, my daughter-in-law did not want the child to have a gun. I attempted to return it to the store, that I picked it up at, as this is an unopened, unused BB gun. The customer service employee informed me that this was not returnable, and suggested I call walmart.com. I contacted walmart.com who told me they would send me a shipping label and I could send the gun back. I received a shipping label on my email and I printed it out. I took the box to FedEx as I was directed and FedEx informed me that they could not ship the gun back. I then called Walmart back and said what am I supposed to do? I can’t return it in the store. I can’t return it by mail. I told them I’m a 63 year old woman and I do not need a BB gun. I was told they would cancel the shipping label return and to call back in two days and they would issue a return to the store. Yesterday I called back to the store and they told me that not only can I not return it in the store , but now I cannot even return it by mail, I asked to speak to a supervisor who would not budge either. I told them you were selling this gun on the shelf in your store because I was just there so there is no excuse why this cannot be returned as it is unused and unopened. I informed them there was nothing stating this at the time I purchased it that this item was nonrefundable, or I would never have purchased it all. I am trying to take the gun back and get my money back and they will not even deal with me.

  Business response

  07/03/2024

  
  Walmart received a Better Business Bureau complaint from Ms. ****** **** regarding her recent purchase on
  June 04, 2024 for a Daisy Red Ryder BB Gun Lever Action Spring Air Rifle
  
  On June 4th, 2024, Ms. ****** **** filed a complaint with the Better Business Bureau regarding her recent purchase of a Daisy Red Ryder BB Gun Lever Action Spring Air Rifle, .177 from Walmart. Ms. **** was unable to return the item due to Walmart's return policy, which does not allow returns or exchanges on firearms and similar products once they have been purchased.
  
  In response to the complaint, Walmart explained to Ms. **** that their policy is in place to ensure the safety of customers and associates. They also provided her with information on the restrictions and regulations surrounding the return of firearms and similar products.
  
  As an exception to the policy, Walmart issued a one-time refund of $37.09 to the original payment method. The refund will take 7 to 10 business days to reflect in Ms. ****'s account.
  
  Walmart extends its gratitude to Ms. **** for bringing this matter to their attention and encourages her and the Better Business Bureau to reach out if they have any further questions or comments.
  
  Please note that Walmart and Marketplace sellers will not replace, accept returns, or provide refunds for firearms and similar products under any circumstances, as stated in their return policy. These products include firearms, airsoft and BB guns, pepper spray, gas-powered recreational vehicles.
  
  We extend our gratitude to Ms. **** for bringing this matter to our attention, and we encourage Ms. **** and the Better Business Bureau to reach out if they have any further questions or comments.
  
  Sincerely,
  
  *******

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order# ****************onn. 50" Class 4K UHD (2160P) LED Roku Smart Television HDR (*********)$198.00 + taxDelivered on Jun 10It's been a few weeks now and Customer Support has yet to help me resolve this issue. I ordered the aforementioned TV from Walmart.com and it was delivered from the store along with my groceries. After a couple of days, I learned that the poor picture quality was common with this particular brand and I wanted to return the TV. I started a return but "pick-up" was not available as an option. I currently have Walmart+ which states that this IS an ********************************************************************************************************************************************************************** contacted Walmart Customer Service and they said that it may take a few days. He said that it will be available by the end of the following week and asked me to wait and try again later. Well, it has been a couple of weeks now and the window to return this item is rapidly approaching.I have contacted support a couple of times since only to be told that pick-up isn't available and to just take the TV into a store. After repeatedly explaining that I do not have a car which makes this impossible, they have only apologized and then dropped the chat with no further assistance.They WILL offer a return, but they will NOT pick the item up which is listed as a service in their Walmart+ program. I have explained repeatedly that this was the ONLY reason why I ordered the TV, because I was assured that it would be picked up if I needed to return it. Now they will not honor their program policy and I have no other options available. If I had a car, I would just take it into the store, but I do not.

  Business response

  07/05/2024

  Walmart received a Better Business Bureau complaint from *********** ****** regarding his recent order. We thank you for the opportunity to address Mr. ******’s concerns and appreciate the time he has taken to provide us with his feedback and comments.
  
  After Walmart received Mr. ******’s complaint, we reviewed his account and order history. On June 10, 2024, Mr. ****** ordered an onn. 50® Class 4K UHD (2160P) LED Roku Smart Television. Mr. ****** decided to return the TV for a refund and requested a pickup for the TV. As Mr. ****** is a member of Walmart + he wanted to use the in-home pick up for the TV. Unfortunately, as per Walmart’s terms and conditions, the in-home pickup option is not available for items over 15 pounds. This upset Mr. ******, the limitations were not clearly stated during the return process but is in Walmart’s term. On July 3, 2024, Walmart contacted Mr. ****** to inform him a one-time exception was made, and a refund would be processed without requiring the return. As such, Walmart considers this matter closed.
  
  Again, we thank Mr. ****** for his feedback and comments. If either of you have any further questions or comments? Please feel free to contact us.
  
  Sincerely,
  
  ***** C.
  Walmart Customer Care

  Customer response

  07/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for resolving this matter, I appreciate your help and now consider this matter closed.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I still have not been refunded for my order not received **************** on june 11th for 84.98 i cannot dispute it with my card because its food stamps the only way i cant get my refund is if walmart issues me my refund

  Business response

  07/03/2024

  Walmart received a Better Business Bureau complaint from ****** ******** regarding her recent order. We thank you for the opportunity to address Ms. ********’ concerns and appreciate the time she has taken to provide us with her feedback and comments.
  
  After Walmart received Ms. ********’ complaint, we reviewed her account and order history. On June 10, 2024, Ms. ******** placed a grocery order for delivery. The order never arrived. Ms. ******** could not dispute the order as it was paid by using an EBT account and said accounts cannot be disputed. On July 3, 2024, Walmart contacted Ms. ******** to inform her that the order had been refunded. As such, Walmart considers this matter closed.
  
  Again, we thank Ms. ******** for her feedback and comments. If either of you have any further questions or comments? Please feel free to contact us.
  
  Sincerely,
  
  ***** C.
  Walmart Customer Care

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order *************** 12v Charger for Kids Ride On Car, 12 Volt Battery Charger for Ride on Toys SUV Car a Variety of Electric Baby Carriage Ride Toy Battery Supply Power Adapter FedEx Tracking Number ************ I’ve asked you guys twice to issue a refund on this. I’m really tired of this even being an issue and the constant questions from support like ”why did you return this?” It DOESNT MATTER. I already filled out the return form when submitting the return. You guys draw out the conversation unnecessarily to the point I don’t have more time to waste. You guys cancelled the return after I sent it in at some point too. The item doesn’t even show a return is started, but I have the shipping label and return confirmation email. The seller isn’t responding either. They received the return days ago. This is my last attempt at a refund before I make a trip to my bank for a charge back. This is absurd. You guys have wasted well over an hour of my time already, and time is money.

  Business response

  07/08/2024

  Proposed response for: ***** ****** 
  
  Order number: *************** 
  
  REF: *************
  
  Summary: BBB Complaint ID: ******** ***** ****** 
  
  Walmart.com received a Better Business Bureau complaint from ***** ******   regarding his  recent order. We thank you for the opportunity to address ***** ******'s    concerns and appreciate the time he  has taken to provide us with his  feedback and comments. 
  
  After Walmart.com received Mr. ******   complaint, we reviewed his  account and order history. We   confirmed that on June 24th, 2024, a refund in the amount of $6.77 was issued for the original form of payment ending in 5357. Please note that processing times may vary depending on the  financial institution, and it may take up to 7-10 business days for the refund to be processed.
  
  Regarding Mr. ******'s   order, we  confirmed  that the card on file was authorized $14.58 on June 11th, 2024, and he was charged for the items he purchased, which included:
  
  * NUK Learner Cup, 5 oz Soft Spout Sippy Cup, 1 Pack, 6+ Months, Neutral, Unisex
  * NUK Learner Cup, 5 oz Soft Spout Sippy Cup, 1 Pack, 6+ Months, Pink, Girl
  * 12V Charger for Kids Ride On Car, 12 Volt Battery Charger for Ride on Toys SUV Car a Variety of Electric Baby Carriage Ride Toy Battery Supply Power Adapter
  
  The total cost of Mr. ******'s   order was $29.24, Mr. ******  applied a promo code that took off $15.00 from his  order, leaving a balance of $14.24 and he was refunded $6.77 on June 24th leaving the charge of $7.47 to the payment he used at the time of purchase     .   
  
   Again, we thank Mr. ******   for his  feedback and comments. If either of you have any further questions or comments, please feel free to contact us.
   
  
  Sincerely,
  
   **** 
  
  Walmart

  Business response

  07/15/2024

  Walmart received ***** ******’s rebuttal arising from his original Better Business Bureau complaint. We regret that we were unable to provide a satisfactory resolution to his concern and appreciate his additional feedback. We reached out to Mr. ****** and confirmed the order details and processed a refund. If either of you have any further questions or comments, please feel free to contact us. 
  
  Sincerely, 
  *****
  Walmart.com 

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I used a $10 Promo code on this order that was provided as compensation for multiple delivery issues. Walmart refuses to reissue the promo code, and said it has been used for intended purpose, and they would not issue a new one. Apparently the intended purpose is to be wasted on a defective item. It’s absolutely absurd that a multi billion dollar company is making such a massive issue over a $10 promo code. There is absolutely nothing holding Wal-Mart back from issuing this code, aside from pure greed and negligence for their customers. I am a retail store manager of a major corporation, and if I fought a customer over a $10 promo code that had already been promised to them, I would be put on a final by the Regional team. Wal-Mart needs to reevaluate their poor Service.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 11, 2024 I placed order#*************** for my son’s birthday gift, boots. On June 12th I got a shipping confirmation# **********************. I placed this order with a temporary card that I then got rid of once I got the shipping confirmation (HUGE MISTAKE!!) On June 18th, the app said that the boots were out for delivery. In the early afternoon I got a notification stating I was expecting a refund and sorry it didn’t work out. I looked and it was for the boots. My son said they never got delivered, but they showed delivered and returned through your app with no courtesy call or email to me from Walmart OR the seller. I then contacted Walmart as the refund cannot go to that card because AGAIN, I do not have it. I spent TWO hours on the phone waiting for a customer facing policy to show me that I was not allowed to get my refund on a Walmart gift card and one was not found. The agent ********* and her manager said I would get a Walmart gift card in 48 hours from the Walmart gift card team. Incident# ********************** I waited until today June 24th to follow up to which I was then told by the agent today that I was lied to and that they cannot issue a gift card to me. I was told on that call with ********* that the other refund would be cancelled and I would get the gift card instead. They lied to me. My son thinks I am lying about his boots and now it is even worse. He’s 10 guys, and you let him down TWO times!!! I want that call from June 18th reviewed so you can hear the blatant lie I was told!!! This is NOT okay!!! I am out my money and my son’s birthday gift and this is not right. This needs to be resolved. I cannot believe how difficult this situation has been made and to be lied to?! I will NEVER order from Walmart online again. I will use Amazon from here on out because it should not be this difficult when you guys were the ones in the wrong. Deliver my son his boots or do the right thing and give me my store credit I was promised LAST WEEK.

  Business response

  07/04/2024

  Walmart received a Better Business Bureau complaint from ***** ****** regarding her recent contact. We thank you for the opportunity to address Ms. ******’s concerns and appreciate the time she has taken to provide us with her feedback and comments.
  
  After Walmart received Ms. ******’s complaint, we reviewed her account and order history. Ms. ****** placed an order on June 11, 2024 for boots for her son's birthday gift. Ms. ****** received a shipping confirmation the next day. Ms. ****** used a temporary card for this purchase, which she discarded after getting the shipping confirmation. On June 18th, Ms. ****** was notified of a refund for the boots, which her son confirmed were not delivered despite the app stating otherwise. Ms. ****** contacted Walmart to explain that the refund could not go to the discarded card. After spending two hours on the phone, the agent and her manager promised a Walmart gift card within 48 hours. However, when Ms. ****** followed up on June 24th, she was told that she had been lied to as a gift card could not be issued. Walmart issued a $125 eGift Card to Ms. ******. This was sent to the email address associated with her Walmart.com account, *****f*********@gmail.com. As such, Walmart considers this matter closed.
  
  Again, we thank Ms. ****** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely,
  ******
  Walmart

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩