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

1,307 total complaints in the last 3 years.
515 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:23/03/2023
Type:Delivery 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 # *************

I ordered twin bed frame from Walmart App Online on March 11, 2023. It said that it would be delivered by March 23, 2023. I watched on the app for tracking updates and the Walmart app said excepted delivery March 14, 2023. (*** ******** *****) The tracking number provided for ***** was checked and it continued to say:

‘ A delivery date will be provided when we receive your package from the shipper. ‘ (*** ******** *****)

I contacted Walmart customer service on the evening of March 22, 2023 as ***** had not received the item. I asked to please cancel the order as the order had not been shipped or sent yet and would not be arriving by the 23rd of March. Customer service said they would send an email to the third party to request a cancellation.

I received an email from the third party asking me to wait a few more days- they did not address my request to cancel the order (*** ******** *****). I contacted Walmart customer service again as the third party did not address my request to cancel the order as the order would not be arriving on time. The customer service supervisor (******* * ********* ****** *** **** ************) said he cannot refund my money or do anything. I have to wait to hear from the third party seller. I explained we already tried to contact the third party to cancel the order and they did not address this request. I asked repeatedly to cancel the order as the third party’s response made no sense- ***** has not received the shipment. I contacted ***** to confirm and they had not received the shipment on March 14th as per the third party email. I have no idea where the third party was getting this information from.

The customer service supervisor said he has no way to refund my money and I have to deal with the third party.

I do not understand how Walmart can charge my credit card and take my money but it not able to process a refund for items that were not delivered?
Business Response
Date: 24/03/2023
Customer has been contacted
Customer Answer
Date: 24/03/2023

Complaint: ********

I am rejecting this response because: my money has not been refunded and the issue has not been resolved. I have not been contacted my Walmart. I have phoned customer service 3 times myself- only to be told to wait to hear from the third party. The third party responded to my email (not Walmart) and said the item is out of stock- has not shipped and offered me $30 once the item arrives as compensation. Which tells me they are acknowledging there is an issue or problem. *** ******** ******
The item I ordered has not been shipped, received by ***** or delivered to me. I have not received the item I ordered- there has been no clear explanation as to where the item is and when it will be delivered. I have contacted ***** and they confirmed they have not received any shipment and are waiting for the shipment to arrive.
I would like my order cancelled and money refunded by Walmart.

Sincerely,

***** ******
Initial Complaint
Date:22/03/2023
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 purchased an *** ***** online from Walmart Canada's online storefront on March 15th for $79.04. It was supposed to be delivered on March 16th. When my item did not arrive, I contacted them on the 17th to inquire why.

After receiving a canned, scripted response that they had escalated the issue and would contact me about my item within 48 hours, I received a canned, scripted, generic response that did not answer any of my questions about my order on the 18th.

On March 21st, I contacted Walmart Canada again. After receiving the same canned, generic, scripted responses, I requested a refund of my money and the cancellation of the order, as I am legally entitled to do. Walmart at first insisted that I could not have a refund because I didn't cancel the order they had proven unable to deliver over the course of 5 days within 30 minutes of originally making the purchase. When confronted, they agreed to refund my money, stating they had advised the escalation team that I no longer wanted the item and that it would take 48 hours to process the refund. They assured me I would receive an update about the status of my refund the next business day.

On March 22nd, I got the exact same canned response automated email I received on Saturday from Walmart.

I have no confirmation of refund, I have no *** *****. I also do not have $79.04 I gave Walmart in good faith in exchange for their promise to deliver a product I purchased from their website.

I purchased this item from Walmart Canada in good faith and they have reneged on their agreement to provide the goods I purchased from them.

Walmart Canada has also misrepresented its online storefront as a Walmart operation, when in fact it is Walmart operating as a third party marketplace where vendors like the one who was supposed to deliver my *** ***** use Walmart to process their payments. I discovered this on March 21st, when trying to obtain either my item or receive a refund of my money.

I want my money back.
Business Response
Date: 23/03/2023
resolution provided.
Initial Complaint
Date:22/03/2023
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 isolated myself and ordered a digital download of ******** from Walmart.ca
on Mar.6, 2023. the payment went through my credit card Mar.8, 2023. I received a message when checking the tracking of the package that the delivery would be delayed from Mar, 9, 2023 to Mar. 14, 2023. I contacted their help line on Mar. 14,2023 when I did not receive it. I have placed multiple phone calls to their help line with no resolution. They do not offer refunds on digital products but don't seem to be able to send it to me. I receive their emails stating they are working on it. I have asked for a refund as they don't seem to be able to send me the link for the program.
Business Response
Date: 22/03/2023
Customer has been contacted
Initial Complaint
Date:21/03/2023
Type:Delivery 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.
I placed an online order on feb 22, 1st delivery date provided was mar 9, in feb 26 they provided a tracking number. The delivery then delayed until Marc 21, I called many times as there was no update on the tracking, each time I was told they would message the seller and I would receive a response in one business day.i have never been contacted by the seller. I spoke to a supervisor today, March 21 and was advised that the order would be delivered by the end of the day. When the order was not delivered, I called back and spoke to another supervisor, he told me I have to wait 3 more business days because it's their policy with ****** ****.he then told me the tracking number was wrong but didnt give me the correct one.
Business Response
Date: 22/03/2023
Customer has been contacted.
Customer Answer
Date: 22/03/2023

Complaint: ********

I am rejecting this response because:

I made multiple attempts to resolve this issue. I was promised a delivery by a supervisor. I should not be punished because they had issues with their seller. I have requested a item be sent to me to replace this one. Why should I have to pay more out of pocket because staff over promised and under delivered.

Sincerely,

**** *****
Initial Complaint
Date:19/03/2023
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've had an issue with a cancelled online order (#*************) on March 1st, 2023,that I paid for with three $160 Walmart Canada gift cards and 0.23 on my credit card. Walmart was supposed to issue a refund of $480 in the form of a new gift card to my email, but I haven't received it yet. I've already contacted your online customer service team multiple times with case ID *************, but the issue hasn't been resolved. Can you please assist me with this matter? Thank you.
Business Response
Date: 20/03/2023
Customer has been contacted
Customer Answer
Date: 20/03/2023

Complaint: ********
nobody contacted to me and provide the settlement.
******** **

Business Response
Date: 24/03/2023
Customer has been contacted
Initial Complaint
Date:19/03/2023
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 bought a $500 gift card last October through Wal Mart. I subsequently made purchases totalling $308. The card has a zero balance but it should have $192 on it. I complained in a store and they told me to call the gift card team. I called the gift card team and they said the balance was zero, but they couldn’t see the transactions. I complained to Wal Mart Canada via a direct message on ******* and they haven’t been helpful either. All I am asking for is a transaction history and they can’t provide it.
Business Response
Date: 21/03/2023
Customer has been contacted.
Initial Complaint
Date:16/03/2023
Type:Customer Service 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.
I was told my account was suspended due to too many returns. I would like to understand the reason behind it. I ordered ****** ***** freezer via order for the first time via order# *************. It was received as damaged/dented. I called customer care and my case was escalated. I received a call from CS and was told that they can initiate the return process as you guys don't process replacement and I should place a new order. That's what I did and placed another order. The second time I received a dented item. Someone from CS (******) called me and asked to initiate a return and then once again place a new order. I also asked for a discount to keep the dented item but I was told No, that's not an option. I placed a third order (# *************) and it was badly dented/damaged as well. Emails showing the damage were shared with [email protected] on Feb 7th. I was once again told the same story - to return the item. The last order that I requested return was opened food item (order# *************). I still have the item and suggested to the agent that I can return it back to the store. I was told no need for that and someone will reach out. After that, my account was suspended. Clearly, due to no fault of mine, my account was suspended. I would want someone to please look into this and restore my account.
Walmart account - ********.******@****l.com
Business Response
Date: 17/03/2023
customer was contacted.
Customer Answer
Date: 17/03/2023

Complaint: ********

I am rejecting this response because: i have not been contacted by anyone

Sincerely,

******** *****
Business Response
Date: 20/03/2023
customer was contacted.
Customer Answer
Date: 20/03/2023

Complaint: ********

I am rejecting this response because: I have received no phone call or email about this matter.

Sincerely,

******** *****
Initial Complaint
Date:15/03/2023
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.
Dear Walmart Head Office,

I am writing to bring to your attention an issue regarding an order of swimming pools that I placed in March 2022. As per your policy, the order was limited to 2 per customer, and I had placed around 37 orders.

I called your customer care to cancel the orders before they were shipped, but I was informed that it was too late to cancel. However, I could refuse delivery, and I would not be charged for the products. I followed the instructions and refused delivery when the freight company called to inform me that the products were ready for delivery.

Despite this, I was randomly charged on my credit card on May 11th for all the orders I had placed and sent back. I have called your customer care many times and have been told that I was not charged. However, my credit card statement clearly shows that I was charged for all of these orders. Although Walmart refunded me for 4-6 orders, I have not received a refund for the remaining 31 orders. This is my final request for a refund, *** * **** ** ********* *** *** ******** ********** ********* ** ***** ******* *** ******** *******.

On the statement, the first few orders in March came up as "WAL*MART CANADA INC MISSISSAUGA," and the ones in May were showing up as "WAL-MART ECOMM #8514 MISSISSAUGA." I believe they were charged on a different account.

I kindly request that I be transferred to a manager to discuss this matter further. Thank you for your prompt attention to this matter.

Sincerely,
Salman Khan
Business Response
Date: 15/03/2023
Customer has been contacted
Initial Complaint
Date:14/03/2023
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 placed the order on WALMART.CA in March.09 2023. Order number**************.
I am writing to express my deep dissatisfaction with the service I have received from your company in regards to my online orders. Within the past two weeks, my order has been cancelled twice without any explanation, causing me significant inconvenience and frustration.
I made these orders with the expectation that they would be fulfilled, and yet I have been let down twice without any clear reason as to why. I find this level of service completely unacceptable and it has caused me to lose confidence in Walmart as a company.
I would appreciate a full explanation as to why my orders were cancelled, as well as reassurance that this will not happen again in the future. I rely on the timely delivery of my orders and it is unacceptable to have them cancelled without any explanation or resolution.
Furthermore, the inconvenience and disappointment caused by this cancellation cannot be ignored. I expect a full refund for the cancelled orders as well as compensation for the time and effort I have spent trying to resolve this issue.
I hope that Walmart takes my complaint seriously and takes the necessary steps to ensure that such incidents do not happen again in the future. As a customer, I expect better from a company as well-established as Walmart.
Business Response
Date: 15/03/2023
Customer was contacted.
Customer Answer
Date: 15/03/2023

Complaint: ********

I am rejecting this response because:

I cant accept this explanation. Walmart did not resolve this issue.

Sincerely,

**** **
Business Response
Date: 20/03/2023
The customer was responded.
Initial Complaint
Date:13/03/2023
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.
********* *** ********* unable to cancel online orders & withholding customer money for unfulfilled orders. Walmart has no incentive to revise online biz process for handling unfulfilled orders. If this happens often, Walmart is making sizeable profit from unfulfilled orders or re-purchased at higher price. Is this even legal within Ontario business rules to withhold money and refuse to cancel/refund customer online orders because of either (intentional?) inadequate online programming processes or employees leave their firm? I'm still waiting 3.5 months later for a refund; only after escalating thru multiple avenues - all of which had no authority to cancel this order. I have no confidence this refund will be received .. it seems they will hold onto money while they investigate why product never got delivered; yet no follow up.
Dec 3/22 Ordered item online #*************, total cost=$90.38
Dec 5 Rec'd tracking status; said shipped to *****
Dec 11 Called *****; only rec'd "shipping info" Dec 5; product never rec'd. I called Walmart Supp, unable to cancel order; opened incident/escalation. STATED HAPPENS OFTEN (usually for sale items, to be re-purchased at higher price)
Dec 13 Called Walmart Supp; no status change; asked to speak with local Cdn contact who could help if they could not-->they hung up. No call back or email rec'd after disconnect. I was not rude.
Mar 11 Requested refund at Walmart store cust serv desk; told they can't refund without product (that I never received!!). 1.5hrs to escalate, finally rec'd refund stating it would take 1-2 billing cycles to process (1-2 months)
Mar 13 Called head office ###-###-####; xferred to cust serv dept; said refund SHOULD be received 3-5 biz days UNLESS there are questions about order. Said orig support / escalation incident was never handled because individual left company. Really?? They are aware of the incident, said they can see I called twice. Not acceptable.
Business Response
Date: 14/03/2023
Resolved

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Walmart Canada is NOT a BBB Accredited Business.