Business Profile

Department Stores

Walmart Canada

This business is NOT BBB Accredited.

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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:01/11/2023
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 purchased a *** (********** **********) from the Walmart website on Oct 22, clearly priced at 162.81+GST ($183.98) with free shipping to my Walmart store. I received notification to pick it up on Oct 25. When I received it, I found it was an inferior model (********** ********), which retails for $40-$50 less. When I asked for the correct product in store, I was offered a refund instead. When I tried to bring up the listing to show the store, I discovered that it had been changed to a price of 192.93+10.00 shipping+GST ($229.31). They told me to contact Walmart customer service.

Walmart customer service referred me to the marketplace seller, a third party in this transaction. The marketplace seller refused to exchange for the original product. They told me to return the item, and that, once received, they would decide whether to issue a refund. I refused.

I escalated to Walmart customer support on Oct 26. They said they understood the issue, seemed very helpful, and said they would escalate it internally and with the seller to ensure I received the correct product at the right price.

On Nov 1, Pritam from Walmart's "escalation department" contacted me and said the only recourse was a refund. They refuse to provide the product purchased at their advertised price, despite the fact that it is still clearly available on their website. ** ******** ** **** *** ********** ******* ***** **** ***** *********** ********* *** ** ********** ** ** ** *** ******** ***** ********** ***** ***** ********** *** **** ******* ********** *** ***** ********** *** ** *** ******* ***

They advertised the item on a Walmart website at a specific price. I purchased it in good faith. They still sell the same product. Hence they should honour that price. Or, at the very least, provide me with a store credit of 45.33, representing the difference between the price I purchased it at and the price they are selling it at now.
Business Response
Date: 03/11/2023
customer was contacted.
Customer Answer
Date: 03/11/2023

Complaint: ********

I am rejecting this response because:

WalMart is ****** ** ******* ****** ** *** ************** ** claiming this is a "third party issue". The items was advertised on walmart.ca. The official receipt, confirmation of pickup, etc., was all directly from WalMart. My credit card statement shows that my money went to WalMart.

* ********* **** ******** ******* * ***** **** ** * ****** * *** *** * *** ***** *** * ******** **** * ***** ******** **** ***** The only entity that has a direct relationship with this supplier is WalMart, *** **** *** ****** *********** ** **** ******** ** ************* * ***** *** ** ** *** ********* **** ** ****** ***** ********* ** ******** **** ** ******** * **** ** ******** ** **** ***** ******** ** ***** ******** ***** *** ******* * ***** ******* **** ********* ******* ***** ***** ****** **** *** ***** *** ****** ** ********* **** ***** I have never engaged directly with the supplier, at least not until WalMart **** **** **** ********* ** **** ** *** told me that I had to speak to their customer support. ** ** ***** ** ** **** **** ******** ***** *** *** ********* ** ********* *** ******** ******* ** **** ******** ****** *** ****** ******** ** ** * **************** ** *** ***** **** * ******** ******* ***** ** *********

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

A straight refund was already offered and refused. There are two acceptable outcomes to me: 1) send me the correct product, as was advertised, in exchanged for the inferior one that was shipped, or; 2) a full refund plus a store credit of 45.33, representing the difference between the advertised price when I purchased, and the price at which it is available on the walmart.ca website now.

Ultimately, walmart.ca offered the specific item for sale at a specific price. I accepted their offer by purchasing the product in good faith, and submitted my full payment as consideration for completing the transaction. WalMart confirmed the transaction by accepting the payment, and issuing an official receipt for the correct product. They further confirmed that the correct product was ready for pickup. Yet their supplier (and thus WalMart) provided an inferior product to that which was advertised, despite the fact that the correct product is still available and being sold now on their website (albeit at a higher price).

Sincerely,
**** **********
Business Response
Date: 06/11/2023
as per investigation, seller refunded the customer. CLosing.
Customer Answer
Date: 07/11/2023

Complaint: ********

I am rejecting this response because:
I accepted the refund in order to re-purchase the item as directed by WalMart Canada. I had to re-purchase it at a higher price that was originally advertised. I have not yet received the item, however, assuming it is the correct one this time, I will still be out of pocket for an additional 14.63 due to paying a higher price than was originally advertised. And it is still entirely possible that the item shipped is not the one advertised, as was the case last time.
Assuming the item I receive is the correct one, I am still out of pocket 14.63 because WalMart failed to delivered the correct item at its originally advertised price. I believe I should receive a store credit for this amount in order to be made whole.
Sincerely,

**** **********
Business Response
Date: 09/11/2023
customer to contact the seller directly.
Customer Answer
Date: 10/11/2023

Complaint: ********

I am rejecting this response because:
Nothing has been done. Please read the history, and it should be clear.
I bought the item from walmart.ca. There was a valid exchange of consideration between me and Walmart; my credit card receipt shows that my money went to Walmart directly. Walmart issued me an official receipt showing the product I purchased. Walmart sent me tracking information. Walmart told me the correct item was in store, ready to be picked up. I went to the Walmart store to pick it up. However, once they discovered that the item shipped was an inferior, lower cost item, suddenly they say the responsibility lies with their supplier and expect me to sort it out. *** ******** *** ***** ** ***** **** **** **** **** **** ******* ** ******** ************ ***** * ******* **** **** ***** ******** ** **** *** ******* ***** ***** ** ** ******* ****** **** ****** ********** * ****** ******* ** * ***** **** *********** ****** ***** ******* **** ***** **** * ******* ******* *** **** **** *** ******** **** ******** ****** ** *****
The only person that ever entered into an agreement with this **** **** ********** supplier was Walmart. I never engaged them directly, *** ***** ******* ******** ****. I bought from Walmart.ca, based on Walmart's reputation.
******* ******** **** ***** ****** ****** ************* ** ********* ***** ******* ***** **** ********** ***** ******** *** ******** ******** ** ******* ******** ***** *** ******* ******* ******* **** ************ ***** ******** ****** ** ********** ** **** ******* **** ***** ********* **** ************ ******** ******* ***** ***** ** **** *************** ** *** ***** *** **** ** ********** ******* ******* ** *** *** ******** * ***** ****** ** **** ******* ***** *********** ***************** **** **** ******** **** **** **** *** **** ****** ******** **** ******* ******** ******* ***** **** **** *** ***** *** *** ******* **** ***** ********* ** ****** ** ***** ***** ****** ******** ** **** ****** ** *** ***** ********* ********** ** ** ******* **** ***** ***************
****** ** ******** ** **** *** ******** ** **** *** *** ** ******* ************ **** ** **** *** ******** ** ********* **** ** ******* * *** **** **** ******** *** * **** *** *** ******** ******* **** *** ******** My only direct relationship is with Walmart.
**** ****** ******* ********** ** ****** ***** ** *** ********* ********* It is completely unacceptable to me, *** ****** ** ******* ************ ** ****

Sincerely,

**** **********
Business Response
Date: 16/11/2023
as per investigation, fully refunded on november 4th 2023. Closing.
Customer Answer
Date: 16/11/2023

Better Business Bureau:

****** **** *** ******* ** **** ********* *** *** **** ********** *** ** ****** ** ******* It has not been solved.
The original purchase was indeed refunded, but only after I had to repurchase the item at a higher price. Walmart advertised the product, received my payment, sent me an invoice, but then could not provide the product purchased. My only way to receive it was, as per Walmart's direction - to get a refund and then repurchase it at a higher price. The difference in price must be refunded, or provided as a store credit* ** ***** *** ** ** ** **** *****. At this point, I am out of pocket for the different in price (plus taxes), in order to receive the product that was originally sold.
Sincerely,

**** **********
Initial Complaint
Date:31/10/2023
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.
They refuse to refund my headphones. I bought the 2 year protection plan.
Business Response
Date: 02/11/2023
Customer has been contacted
Customer Answer
Date: 03/11/2023

Complaint: ********

I am rejecting this response because:
Corporate called and said that the store would be in touch. But they haven't called me.

Sincerely,

**** ********
Initial Complaint
Date:31/10/2023
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.
Date Of Purchase/Store: October 11, 2023/ Store #****

Date Of Return/Store: October 21, 2023/ Store # ****
Nature of Dispute: I bought these products on October 11, 2023 at store #**** and it is unused and unopened, and I have the original receipt for the return.

I went to Store #**** to return these items and was addressed by the CSR associate (*******) on October 21, 2023 around 7pm. She inspected the 2 items being return and confirmed it is not opened or used and in it's original packaging. She then informed me and refused to return the item because it is a pharmacy item because it is their policy. I explained to her this is still in it's original packing and I don't understand why I am unable to return these items this is not a pharmacy prescription item. She rudely responded to me to go look it up on the Walmart website.

I then asked her about the other item which is a non-pharmacy item and why I am not allowed to returned it. She returned both items to me and informed me she would not be assisting me because I am being rude? I simply asked her a question. This is very unprofessional and I did not have a pleasant experience. I return to the car and search the policy for both Personal care items on Note 5 and Pharmacy items on Note 7 on the website and I believe both items are refundable and she was being very unprofessional and simply didn't want to help or assist with the returns. I return back to the store to find out the CSR name - ******* in order to file a complaint both through walmart and the BBB.

If all Items around the Pharmacy department that are purchased, if unopened not used is Final Sale, please advise and I will take it into consideration for future purchases at Walmart.

Thank you
Business Response
Date: 02/11/2023
Customer has been contacted.
Customer Answer
Date: 10/11/2023

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:30/10/2023
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 received Walmart Gift Card # **************** (Pin ****) for $100.00.
-I used this gift card to place an online Walmart Order # ************* on Oct 17, 2023 for $40.05.
-This Walmart Order # ************* was subsequently cancelled.
-Because of this Walmart Order # ************* for $40.05; I was issued updated Walmart gift card # **************** (Pin ****) for $61.05.
-I placed another Walmart Order # ************* for $40.05 using gift card # ****************
(Pin ****). However, all items were not available, so only $10.14 was charged / used.
-I was then issued updated Gift Cards # **************** (Pin ****) for $29.91 and another # **************** (Pin ***** for $21.00 – both totaling to $50.91. Both these gift cards were redeemed at Walmart Store on Oct 21, 2023.

From above, it can be determined that I spent $61.05 ($50.91 + $10.14) total so far out of $100.00 gift card.
I have checked all gift cards issued / received as listed above. No credit is available under any gift card. This leaves a balance of $38.95.

Walmart needs to issue a gift card worth $38.95 for the amount lost in this complex process immediately at *****_************.com.

I sent an email, but it came back advising me that they are only a third party. I tried no. of time to contact Gift card department without success.

If you need any information, kindly contact me at ************.

Thanking you again,
***** ****** ************
Business Response
Date: 16/11/2023
investigating.
Customer Answer
Date: 18/11/2023

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 as they are investigating. Despite this, I am uncertain that I will receive any favourable resolution. I hope Walmart improves their gift card process / customer service.

Sincerely,

***** ******
Initial Complaint
Date:30/10/2023
Type:Billing 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.
At WalMart ******** **** I purchased a litre of ******* EggNog with a shelf tag that said $1.47, regularly $3.47 but when I scanned the item at self checkout, it scanned at $3.47. I went to the Customer Service desk, the clerk there had someone confirm the shelf tag price, and she refunded me the $2 difference. I maintained that the Scanning Code of Practice said that I should get my purchase for free, but she seemed to be unaware of this, even though it was displayed on a sticker on the cash register. Her supervisor was called, and she maintained that the sale price was no longer valid because there was a date on the shelf tag (2023-10-29) that was the date the sale price ended (although the tag did not say this specifically, and all of the shelf tags in the store have this kind of date on them, whether the item is at a reduced price or not). She refused to refund the remaining $1.47.
Business Response
Date: 01/11/2023
customer was contacted.
Business Response
Date: 16/11/2023
investigating
Customer Answer
Date: 18/11/2023

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. I would like to point out that, if personnel were familiar with the code of conduct for UPC scanning errors, this situation would not have occurred.

Sincerely,

***** *****
Initial Complaint
Date:30/10/2023
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.
Online account has been suspended without explanation. No one from customer service has been able to help me. Have contacted via customer service phone and email support with no success.
Unable to make purchases through app.
I requested a refund on two items that were missing from my online grocery delivery order, and they suspended my account, did not issue refund and did not send me my missing products.
Business Response
Date: 30/10/2023
investigating.
Customer Answer
Date: 30/10/2023

Complaint: ********

I am rejecting this response because:

I have been told for 9 weeks that Walmart.ca is “investigating “

Sincerely,

********* ***********
Initial Complaint
Date:25/10/2023
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.
*On July 21, 2023 I ordered a ***** Headset (model 730) [“the headset”] from Walmart.
*The headset arrived on July 28, 2023.
*It was the wrong headset. I wrote to Walmart on August 2, 2023 to initiate the return to the headset.
*On the same date (August 2, 2023) Walmart confirmed via e-mail that the return was being initiated.
*I next heard from Walmart on September 5, 2023 advising that the “return period has passed.”
*The return policy window is 30-days.
Business Response
Date: 26/10/2023
customer has been contacted
Customer Answer
Date: 26/10/2023
Complaint: ********

I am rejecting this response as a resolution because it does not resolve the complaint.
It was simply a response advising that "we have sent this off to the
appropriate department for further review and will get back to
you once we have a response".

Sincerely,

***** ********
Initial Complaint
Date:21/10/2023
Type:Sales and Advertising 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.
Almost always with produce advertised product it is not available past the first day advertised. this is in relation to store on ****** **** Stouffville. This is a consistent problem ******* ****** ** ******* **** ** ********* ***** *** * ** ******* ** *****
Business Response
Date: 23/10/2023
Good afternoon,
We have reached out to the customer and advised that we are looking into the incident and we have forwarded this message to the store management team for further assistance and investigation. Please see below the copy of the email that was sent to the customer.
From: Walmart Canada Customer Experience
Sent: Monday, October 23, 2023 1:12 PM
To: '***********@*******.com' <***********@*******.com>
Subject: BBB ID: ******** - Store **** - Incident: ******-******

Good afternoon
*****,

Thank you for
contacting us at Walmart Canada’s Head Office. We received your message through
the Better Business Bureau.

We would like to
apologize for what you have highlighted below. Please know that this is not
what we strive for our customers. We want to let you know that we have
forwarded your concern to the appropriate store management team for further
investigation and assistance.

Thank you for being
a Walmart customer and we hope that you have a great week ahead.

If you have any additional questions,
please contact us directly at ###-###-#### or through live chat to speak to
one our Customer Care agents.

Kind Regards,

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

Walmart Canada Corp.
**** ******** ***
Mississauga,
Ontario *** ***
Walmart Save money. Live
better.
Customer Answer
Date: 30/10/2023

Complaint: ********

I am rejecting this response because: As of yet there has been no call / or any follow up from the management team at this store to follow up on my complaint. *** ***** ****** ***** * **** ***** **** **** *** ***
** ********** ******* ***** * ********** **** ******* ** **** *** ** ***** ** ******* * **** ***** **** **** ****** ***** *** *** ** ********** ********

Sincerely,

***** ******
Initial Complaint
Date:16/10/2023
Type:Customer Service 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 have been contacting Walmart representatives thru chat and phone but they are not helping me at all. This order was mistakenly made as curbside pick up. I immediately called to have this order cancelled as no one will pick it up. The representative was not helpful cause he kept on saying they cannot contact the store. I tried calling the store but I was put onhold for more than 30 mins and the call dropped. I reached back thru phone and talked to a supervisor named *** but he said they can't do anything because they can't contact the store. I reached out to their chat support twice. First rep wasnt helpful and said he can't cancel the order cause it has been more than 30 mins, well guess what? I have been on the phone for more than that and no one is helping me so 30 mins had passed.

I reached out to another chat representative and he said the order is cancelled and will reflect as cancelled in 5-10 mins as far as I can remember and he said I'll be refunded in the 7 business days. Now I can see online, that it's still waiting for pick up, order is not cancelled.

I have talked to a chat representative again today *** *** ****** ******* ** *** ** ** *** ********** *** ** ***** **** ****** ***** *** ***** ** **** ** ** ******** ** ** *** ****** ****** ** ******* ** **** **** ** ******* **** ** **** * *********** *********** This chat representative named ****** kept on copy pasting responses from their system ** ***** **** *** ******* ** * ***** *** * **** ** ****** ** ******* ***** ** **** ****** *** **.

I am charged on my credit card for $80+ and I don't even have the orders!! I have called the store again and I was transferred to the online service and was put on hold then call dropped AGAIN.

I need this to be handled asap as I don't know where we are getting our groceries till the next payout
Business Response
Date: 16/10/2023
Resolved
Initial Complaint
Date:15/10/2023
Type:Customer Service 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.
Order number *************
Please accept my return
These items are missing from my order

3 of ******* ***** ***** - 200ml, Created using the finest ****** .

2 of ***** ***** 24pk Spring Water, 24 x 500 mL

1 of ******** 2% Chocolate Ultrafiltered Milk 1.5L Bottle, 1.5 x L
Business Response
Date: 30/10/2023
Good morning,
We have reviewed this customer's account and we can see that this customer has been refunded already for the order, The customer has been notify about the refund. Please see below the copy of the email that has been sent to the customer:
From: Walmart Canada Customer Experience
Sent: ******* ******* *** **** ***** **
To: ***************.com
Subject: BBB ID: ******** - Order: *************

Good morning *****,

Thank you for
contacting us at Walmart Canada’s Head Office. We received your message through
the Better Business Bureau portal.

We have reviewed
your account and we have noticed that you order has been refunded already on
October 14th, 2023. You should have received a confirmation email and you will
see this amount reflected in your original method of payment within the next
5-7 business days.

If you have any additional questions,
please contact us directly at ************** or through live chat to speak to
one our Customer Care agents.

Kind Regards,

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

Walmart Canada Corp.
**** ******** ***
************ ******* *** ***
******* **** ****** **** *******

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Walmart Canada is NOT a BBB Accredited Business.