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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