I would appreciate if this email could be passed on to a manager or supervisor for revi...
GetHuman-bsmieja's Complaint issue with Walmart (Canada) from September 2020
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The issue in GetHuman-bsmieja's own words
I would appreciate if this email could be passed on to a manager or supervisor for review, response and action.**I am writing to describe six frustrating experiences I have had relating to one online order – order *************. The amount now owing is less than a dollar but the reason I have decided to spend another hour on this is because I need to bring to your attention the poor systems and processes that you have in place to deal with a very simple request and respond to your customers in an effective manner.**This is the fifth time I am relaying the details of the original issue - Prior to August * – I placed an order for pickup. One of the items I ordered was chocolate goldfish ($*.** each or **$*). I ordered **$*. I had already set up the date for pickup and received an invoice regarding the amount my credit card would be charged. I decided to start planning my next order to be picked up at some point in the future. I selected the chocolate goldfish again and the program instantly added the item to the order that was ready for pickup. I was advised that my credit card would be charged a further $*.** (which it was). At no time did a prompt come up asking if I wanted to add this item to the order I had already submitted, or if I wanted to start a new order. At this point there was no way I could remove the item. I tried for half an hour, everything I could think of, but the program would not allow me to. I was stuck with this overpriced item that I did not want. The only thing left to do was to return it upon pickup.**August * – I picked up my groceries and returned one bag of chocolate goldfish to the employee who delivered my groceries. She took one of the labels and said she would be able to process the credit. However, I never heard anything further or received the credit.**August ** – After waiting for three weeks, and receiving no refund, I went back to Walmart hoping to speak to the same employee who had helped me before. Unfortunately she was not there, so I provided all the information again to a new employee, including the order number and all the details. She assured me she would deal with it. Unfortunately, I never heard anything further or received the credit.**Shortly after I filled out the survey regarding my experience. I provided all the details and expressed my dissatisfaction with the order process and being overcharged. I was asked in the survey if I wanted someone to contact me and I said yes. I provided my email and phone number and nobody ever contacted me to review my answers or discuss my concerns.**Sept ** – I contacted Walmart customer service by phone and explained the whole above situation yet again. The customer service rep listened to my story and agreed to provide a refund. I explained that I was overcharged $*.**. He said that the item was listed as $*.**. I explained to him that that was because the first three were for $* ($* each) and the fourth one was $*.**, and that is why I was returning it. At the end of the call he advised that I would be getting my refund within * days. I asked him $*.**? and he said yes and laughed. He then told me to take a customer service survey at the end of the call which I did. I foolishly thought he had solved my issue, so I gave him a good review, but as it turned out he flat out lied to me. The refund I received was for $*.** even though I had explained to him that the amount I had been overcharged was $*.**. It is very easy to prove by checking the amounts charged to my account !!**So now this is the sixth time I am contacting Walmart about this issue. More than receiving the ** cents that are owed to me, my main reason for writing this complaint is to get Walmart to review its processes, as so many things went wrong in this case :****Items are added to completed orders without the purchaser being asked whether that is what they want***No option to remove an item from a cart immediately after selecting it in this situation***No abillity to return items for a refund at pickup***No follow up on survey feedback specifically asking to speak about issues and problems***Not determining the correct amount before issuing a refund and not listening to the customer**I have to say that I do not feel like a valued customer of Walmart. The only employees that I can say I am very happy with are those that bring the groceries to the car. They are professional and try to do a good job. But Walmart needs to improve a number of the processes described above. A customer should not be forced to contact Walmart * times in order to get a refund on an item that was erroneously added to a completed order by a faulty program.**Thank you.*Barbara
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