Business Profile

Department Stores

Walmart Canada

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Walmart Canada's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,306 total complaints in the last 3 years.
512 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:26/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered this futon on Nov.12th online walmart.ca. I received it on Nov. 22nd. This futon is poor quality, wrong colour and it reduced in price a week later. ** **** ** *** ****** * ********** it shows a dark blue colour, another picture shows a very different colour. There is no padding above or below the springs. Very uncomfortable to sit on. Company wants me to send back but it was vacuumed sealed to fit into the box. I cannot get it back into the box. The price was $344 plus tax Norma it is $209. 10 days later. I asked the company, as it’s from a third party, but they only responded with a return or replacement. I really don’t want a replacement as this one will be going to the dump. I would like at least the price difference.
Business Response
Date: 29/11/2023
requested seller to contact the customer. thank you.
Customer Answer
Date: 29/11/2023

Complaint: ********

I am rejecting this response because: I purchased this futon from the Walmart.ca website by a 3rd party seller. I was not aware of this. Walmart should state this on their site with the name of the company the item is coming from. The Walmart.ca website does not allow you to submit a review so buyers are aware of negative reviews. The reviews I looked at were all good, thus painting a false picture of the item you are purchasing along with false colour of the item amd false write-up. My futon is very poor quality, wrong colour and there is no padding above and below the coils. I believe walmart should not be selling items on their site without taking full responsibility. I bought this on their site, paid for and picked it up at a Walmart store..but when there’s a problem we are directed to a 3rd party seller. Walmart does not take responsibility for this, for the upset it has caused me!

Sincerely,

******** *******
Business Response
Date: 07/12/2023
refunded the difference. if customer wants a full refund, item needs to be returned. Thank you.
Customer Answer
Date: 13/12/2023

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
Date:25/11/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Christmas present online for my son on Nov. 21st. After not receiving any order confirmation or updates I went back onto the online store to look, it asked me for my email and the order number which I have not received. As I checked out as a guest I only gave my phone number as that’s what it asked for to receive updates. I’ve called Walmart and have been told they cannot find my order, not by my first and last name not by my phone number or even by my address I ordered it too. I have been told that I clearly made a mistake and this is my fault. My ****** inputs all my information for me, it put in my card details just fine as they were able to take my money with no problems but they seem to think my phone doesn’t know my email? I’ve been told to contact my bank in which they’ve told me I have to wait out the ‘delivery’ time when I have not in fact received one. I’m now out 210.36 for my sons Christmas gifts and I am appalled at the way they have treated this situation.
Business Response
Date: 29/11/2023
investigating.
Customer Answer
Date: 30/11/2023

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
Date:17/11/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
purchased laptop within past 30 days, was told at time of purchase by an associate in electronics department I'd have 30 days to return if I wasn't happy. I go to return today as it wasn't the correct laptop for me and hurts my eyes where I need a better screen, I was told they were refusing to do a return as it only was 14 days instead of the 30 days I was told, I mentioned this and the person at customer service ******* ** response saying I should have read the return policy. * **** ******** *** ***** ********** ***** ****** ** **** **** if Walmart staff is going to inform customers of return times they should know the correct times. *** **** ************ **** *** * *** ******* *** I'm looking for help in finishing this return please ** * ***** ***** **** ** ******** ** ******* ***** *** ********* *** ********** ** *** ****** **** ******** ******* ****** ***** **** ** **** * ************* *** **** ******** *** *** **** **** *********** ** *******
Business Response
Date: 30/11/2023
Good morning,
The customer has been contacted. We are conducting further investigation on the refund/return inquiry.
Thank you,
Walmart Customer Care Team.
Customer Answer
Date: 12/12/2023
*** ******** ********* *** *** *** ******* ** ***** ** * *** **** **** ***** *** still have my issue i need help **** ** ***** **** **** ****** complaint #******** tc # **** ******** **** **** *
Initial Complaint
Date:15/11/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 6 paid for a product on Walmart.ca that was just a resell of a product from ********* when I contacted Walmart about it they first offered a price match. I declined ****** **** *** * **** *** *** ******* *** *********** *** ****** **** *****. They removed it from there website and will only tell me they no longer price match. Now they want me to return it and wait for the ********* to refund me.
Business Response
Date: 16/11/2023
Customer has been contacted
Customer Answer
Date: 24/11/2023

Complaint: ********

I am rejecting this response because:there has been no communication nobody is talking to me or telling me what is going on

Sincerely,

**** ******
Initial Complaint
Date:14/11/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number: **************
Item bought: Shopping cart with wheels
Date of Transaction: August 25th 2023
The amount of money paid to Walmart: $50 ($15 gift card (voucher)+ $35 paid with my credit card).
The nature of dispute: I returned the item bought due its quality. The wheels of the shopping cart were defective and the cart couldn’t be assembled and used.
I dropped the item off at the Walmart store and expected to get a full refund ($50) but I only received $35 back to my credit card. I contacted the customer care service by phone requesting that the remaining amount I paid by voucher gift card $15 be also credited back to me but they refused to do so and continued to ignore my several requests to further escalate this matter. They hung up on me multiple times and refused to escalate my concerns to a manager.
I insisted on having Walmart provide me with their internal complaint handling process, they wrongfully advised me that they don’t have a complaint process in place.
Walmart did not try to resolve this problem. **** ** ********* *** ************ ******** ******* **** * ***** ************** ********
I want my $15 back and I also ask for a goodwill gesture *** *** ************** *** ******* the unsuccessful visit to the store, the time *** ****** spent during the several calls I made to the customer service during which I was hung up on times
Business Response
Date: 15/11/2023
Resolved
Customer Answer
Date: 12/04/2024
I filed complaint ******** with your office in November 2023 and received a resolution.

The resolution stated that Walmart would add my $15 voucher to my account.

I have not been able to locate the voucher on my account or use it since then.
Initial Complaint
Date:13/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order with Walmart (***********.ca) at approx. 1:27pm on Monday November 6. The transaction was posted immediately after on my credit card (later confirmed by my credit card). Delivery was expected on the following day Tuesday November 7. At 6:21 am on Tuesday the order was cancelled by Walmart. I was notified by an email without explanation. I went back online and tried to re-order. The pricing of one of the two items was increased 2 times over the night of November 6. I thereafter I called Walmart's customer service. I spoke with 3 different agents and finally found the right department. The explanation for order cancellation was my credit card. I told them that I called and confirmed the time of transaction posted by my credit card. In fact, Walmart put a credit to offset the posted transaction hours after the purchase. The last agent I spoke to, named ******, gave me a reference number (#***************) to call back to adjust pricing. He understood that the pricing of the item went up 2 times. With his advice, I went online and tried to order again. The pricing went up 3 times. So I called back and gave the reference number to another agent. I wanted to have the confirmation again that pricing would be adjusted as promised. The agent declined.
Business Response
Date: 21/11/2023
Hello,
The customer has been contacted via email. We are awaiting for the response.
Thank you,
Walmart Canada
Initial Complaint
Date:10/11/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase an ****** from Walmart online on Oct 6, 2023 for $255 and the order was to be fulfilled by a company named ******** ******. The order was cancelled by ******** ****** / Walmart, my money was refunded, and the reason given for cancellation was “a fulfillment issue”. However I was, and am still able to “reorder” the identical phone via my Walmart account reorder history but at a higher price $404. I can only conclude that this is not a fulfilment issue but rather a price issue. I want Walmart and ******** ****** to honour the original transaction and send the ****** at the agreed to price. I’ve contacted Walmart’s help phone numerous times and each time they say there is nothing they can do. * **** ******* ***** ****** *** ***** ***** ** ***** ***** *** **** ****** ** *** **** *** ****** *******
Business Response
Date: 24/11/2023
Hello,
I have reached out to the customer. We are working on a resolution.
Thank you,
Walmart Canada Customer Care Team
Customer Answer
Date: 01/12/2023

Complaint: ********

I am rejecting this response because:
Walmart has offered no resolution as yet. They are taking time to investigate. However I must meet the 7 day window to respond.

Sincerely,

***** ***** ******
Initial Complaint
Date:06/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a patio Seating set on 08/16/23 on Walmart.ca I redeemed all my reward points and paid for some of it with my Walmart credit card. It was delivered and after putting it together we discovered that the table and the ottoman were not level and one leg significantly shorter causing them to be wobbly. When I contacted the manufacturer they advised me that if it’s writhing 90 days it has to go back to the store. Well I specifically ordered it for delivery because I don’t have a vehicle to pick up myself so I definitely could not bring it back to the store. Walmart offered me no other option then to bring back an entire patio set myself which I could not do. One of the chairs is also retaining water to the point that it literally won’t dry and it’s supposed to be fast drying material, there is a pool of water just pooling inside of the material making one of the chairs not usable and starting to rust. Walmart is offering me any kind of solution So now I’m stuck with patio furniture I can’t use out money and my rewards points please help
Business Response
Date: 07/11/2023
Customer has been contacted
Initial Complaint
Date:05/11/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want to return 3 unopened boxes of candies. The candies are purchased in-store and I tried to return them to the same store. The customer service assistant said those are seasonal items, which are all final sales. The customer service manager said the same thing. I called the phone on the back of the receipt and the lady over the phone told me the store should accept the return and wanted to talk to the store assistant but the store assistant refused to answer the call. The store assistant pointed me to the return policy referred to on the back of the receipt (***************return) and I checked the web page, which does not say anything about seasonal items at all.

Walmart (store #****, address *** ********* ********* ON Canada) breaks the purchase contract regarding the return policy as printed on the back of the receipt and agreed upon. When I bought the candies, there was no sign in the store telling me those were seasonal items and were final sale. The receipt does not say anything about the items regarding the final sale either. Even if we assume those candies are seasonal items (even though Walmart sells those candies every day), their return policy does not say anything about seasonal items. Based on Walmart Canada's return policy, the items I want to return follow the normal return policy which is 90 days. The items were purchased Oct 14, 2023 and I went to the same store on Dec 5, 2023.

**** ******** ** ******* ****** *** ***** ** **** ** ******* ******** ****** ******* **** **** ******** * ******* ** *** ***** ***** * **** ** *******
Business Response
Date: 07/11/2023
Good afternoon,
We are working on this request. We have forwarded this case to the appropriate team for assistance. The team will be contacting the customer to assist in the return of the candles. Please see below the copy of the email sent to the customer :
From: Walmart Canada Customer Experience
Sent: Tuesday, November 7, 2023 2:00 PM
To: *******************
Subject: BBB ID: ******** * ***** **** * ********* ************* * ** ***** ******

Good afternoon ***,

Thank you for
contacting Walmart Canada Head Office. We have received your message through
the Better Business Bureau portal.

We would like to
let you know that we have forwarded your message to the appropriate business
for further assistance and support. We want to ask you to remain patient for a
little longer while we work in finding the best resolution for this matter as
soon as possible.

If you have any additional questions,
please contact us by replying to this email [email protected], by phone directly at ************** or through live chat to speak to one our Customer Care agents.

Kind Regards,

Your Walmart Canada Customer Care Team
* *****************.com

******* ****** *****
**** ******** ***
************ ******* *** ***
******* **** ****** **** *******
-
**
Customer Answer
Date: 13/11/2023

Complaint: ********

I am rejecting this response because:
It's been a week and I have heard nothing from the store. Beyond forwarding the claim to the store, who is the one has actually previously rejected the return of purchase (even after I explained the return is valid based on Walmart Canada return policy), I doubt the store will actually do anything this time. I wonder if Walmart Canada can do something more concrete or follow up directly.
Sincerely,

*** **
Business Response
Date: 22/11/2023
Good morning,
The customer has been contacted and informed that this case has been forwarded to the store for further assistance. We ask the customer to please remain patient for a little longer while we work on the resolution.
Thank you,
Walmart Customer Care Team
Initial Complaint
Date:01/11/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 19th I purchased 3 individual Halloween costumes. When my children went to wear them out on October 31st for trick or treating, we found that there were many rips, tears and broken parts to each of the costumes. Given the time, I was unable to return the costumes the same evening, so went to my local Walmart Superstore in St. Thomas where they were originally purchased on November 1st to inquire about returning these items. They still had the tags attached, and I had the receipt available as well. I looked online ahead of time, and couldn't find anything specific pertaining to the return of unopened Halloween costumes, only that they had to be returned within 90 days. I brought them to customer service, and was told there was nothing they could do. They tried showing me a book with their rules, but it was filed under "Marketplace purchases" whereas mine was an in-store purchase. I asked to speak with someone else and was ignored and the person I was dealing with even walked away. I called Walmart support and they said to go speak to a manager to resolve the dispute. When I tried to reach the manager he only said 'I can't help you'. **** ***** ********** ******* ** *** **** *** ** **** **** ** ******** ** *** **** ****** ******** *** *** I've spent $88.11 CAD on costumes that were ******* ******* **** *** unable to be used. ********** ********* ***** *** ****** * ********* ***** ** ******* ** * ****** ****** **** ************ ** ***** **** ** **** *** ******* ** *** ******** ******* ***********
Business Response
Date: 23/11/2023
investigating.
Customer Answer
Date: 23/11/2023

Complaint: ********

I am rejecting this response because:
The business only replied 'Investigating' and offered no actual resolution.

Sincerely,

****** ******

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Walmart Canada is NOT a BBB Accredited Business.