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 Unnecessary Run Around at Wal-Mart
Posted Mon August 16, 2010 12:00 pm, by Ajay M. written to Walmart
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I went to the Walmart close to Jordan Creek in West Des Moines, IA to return a few items. Everything legal & correct, that is, I had the receipt, within the time line, etc.
At the door, I stopped by the greeter, and as per the new process, he used his scan gun, scanned the items and was telling me that the gun gives out stickers that they put on the tags to be removed by the Customer Service Agent.
However, he was out of tags (aka, the machine was out of paper and he did not have any more stationary around), so he just put those smiley face stickers on each on my items and asked me to proceed.
At customer service, the lady refused to accept this and asked me to go back and get the proper tags. I tried to explain what happened, but she would not budge. I asked if she could just page/call this greeter, but nothing doing.
She tell me that if this particular greeter does not have tags, I am required to go to the other entrance and check with that greeter. I ask her why I should be held responsible and make to run around for something that is now my fault. Her answer, it is my job to ensure that I have all things in place when I come to make a return and that includes the greeter tags and not just the receipt.
A litte stumped considering that I thought that all I needed was the receipt and the item, but not wanting a huge argument, I just went to the other door, explained to the greeter what happened and asked him to tag it.
This time, the machine refused to recognize the items, reason being that the system indicated that they have already been tagged for return.
Came back to Customer Service, stand in line again and ask the lady what next. She has no clue and asks for a manager. The manager came over, looking a little put off (no idea why) and upon hearing my story, overrides the system and I get my refund.
Not a word of apology for the inconvenience, not an explanation of process, nothing. He did not even say anything to the customer service lady on how these things need to be handled. I was left wondering what was my fault in this whole process and why did I have to endure the run around!!
Please make sure that your staff is equipped with all necessary things to do their job. It would also be nice to define and exception process that is clearly understood and followed by all employees.
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by AjaySM Posted Sun August 22, 2010 @ 6:27 PM
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Just spoke to the assistant manager at the store. She was very
apologetic of what happened and promised to increase training to
ensure that this does not happen.
I expressed my thanks for the call and conveyed to her that overall
the store is excellent and I have never had any issues as such.
I am just glad they responded.
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by AjaySM Posted Sat August 21, 2010 @ 11:25 AM
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Just saw that there was a message from a Wal-Mart representative on my
machine. I have to call back, but am just glad that they responded.
Will post their response as soon as I get a chance to talk to them.
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by Paul H. Posted Tue August 17, 2010 @ 12:02 AM
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Why did you not question the manager and ask him there and then? Would
it not have been prudent to ask him to provide an explanation?
You had done nothing wrong and hence should not have been subject to
this run around.
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by t n. Posted Mon August 16, 2010 @ 10:00 PM
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That sounds like a pain, but technology fails us sometime. The greeter
should have called somebody to bring him paper refills. Good for you
for not making a big deal about it.
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by Giselle Posted Mon August 16, 2010 @ 6:47 PM
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This is an excellent letter, well-written with a legitimate complaint.
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by olie Posted Mon August 16, 2010 @ 5:06 PM
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I'm glad everything worked out OK for you. What a pain!!
It sounds to me that the greeters should also be informed of this
process. YOU did your part, by having the items and the proper
receipts. Not your fault that the greeter was out of stickers.
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by fishbjc Posted Wed August 18, 2010 @ 12:24 PM
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Great Letter!! I hope you receive a response!
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