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

1,308 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:11/12/2022
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.
Hi I bought a ******** ****** **** at Walmart.ca on November 17 Order #************* . They provided us one tracking number and it is showing delivered but we did not receive it. We contacted the postal office and they confirmed to us that the label had a different name and address on it ( *** ********** ********)
We contact Walmart.ca and the seller many times, the seller never responded and Walmart keep waiting for their response. ** **** ** ** * **** *** *** ****** **** ********
The problem is that it is a Christmas gift and we are travelling abroad on Wednesday December 14th So we need a refund to be able to buy one in a store to be able to gift our son at Christmas We are so disappointed
Business Response
Date: 12/12/2022
customer has been contacted
Customer Answer
Date: 12/12/2022

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:10/12/2022
Type:Customer Service Issues
Status:
UnansweredMore 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 12/2022
onn 75 inch **** Smart TV
$759

On November 12/2022 I placed an order through Walmart.ca and ran into issues during ship to store.

The tracking provided did not work. I contacted customer service via chat and ******* starting on Wednesday November 29/2022 seeking information. At that time I was told "Rest assured it will be there". It did not arrive.

I then proceeded to contact via chat, calls, ******* and ******** to find an answer 14 times over this past week. Each time I was promised that it was coming or someone was looking into it. I was promised contact from a "Concern team" with 72 hours. All contact had to be initiated by me.

Only after these many contacts and 2 escalations did I finally get an answer. My order was lost. I was then issued a refund I did not request and hung up on. I called back was avoided by a supervisor for a second time and was hung up on again.

I should be apologized to and compensated for the time and aggravation for this situation ** * *** **** ** ********** ** ******** ******* ** *** ******** ******* *****
Business Response
Date: 12/12/2022
Customer was contacted
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because:
A one time good will gesture of a $25 online voucher is a slap in the face ***** ******** **** *** ******. The person who contacted tried to rush me off the phone and then hung up on me. Walmart had no intent to resolve this properly

Sincerely,

****** ********
Initial Complaint
Date:09/12/2022
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.
DEC 9,2022
I PLACED A WALMART ORDER IN OCTOBER, NOVEMBER, AND DECEMBER AND I HAVE BEEN CHARGED A DRIVER TIP AMOUNT WITHOUT AUTHORIZATION. IN NOVEMBER I COMPLAINED TO CUSTOMER SERVICE ABOUT THIS NEW DRIVER TIP FEE, THE CSR AGENT INFORMED ME THAT FOR THE NEXT ORDER PLEASE CALL INTO CALL CENTER AND THEY WILL WAIVE THE DRIVER TIP FEE. I CALLED DEC 09, 2022 TO PLACE ONLINE GROCERY ORDER WITH CSR AND THEY ARE UNABLE TO WAIVE THE DRIVER TIP FEE CHARGE. AGENT REFUSED FOR ME TO SPEAK WITH SUPERVISOR. CSR SHABANI MADE VARIOUS MISTAKES THROUGHOUT THE CALL. SHE PROMISED TO WAIVE THE DELIVERY FEE, AND SHE DID NOT WAIVE THE FEE. CSR AGENT SHABANI DID NOT EXHIBIT INTUITIVE LISTENING SKILLS THROUGHOUT THE CALL, SHE GAVE 6 DIFFERENT ESTIMATE TOTALS. SHABANI INFORMED ME THAT THERE WAS NO SUPERVISOR AVAILABLE TO TAKE MY CALL, FROM THE BEGINNING OF THE CONVERSATION UNTIL END I REQUEST TO SPEAK TO THE MANAGEMENT TEAM, BUT I WAS REFUSED.
Business Response
Date: 05/01/2023
Customer was contacted.
Initial Complaint
Date:09/12/2022
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 an online order number *************. To arrive in British Columbia the order was delivered to Quebec. I called the customer support line they said someone would contact me in 1 day , i than called Walmart Canada corp home office and left a voice mail and again know one contacted me. Than today i contacted customer service again they said they are escalating it and someone will contact me in 3 days. This is the last Christmas gift from my husband to his new grandson as my husband passed away last week. I am very upset at how this is being handled so either refund me my money or deliver the merchandise. Walmart used to use the sundown rule and care about there customers what happened. So know i have no merchandise or money please help
Business Response
Date: 21/12/2022
customer has been contacted
Initial Complaint
Date:08/12/2022
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.
On October 28th I ordered a toy cash register for my son for Christmas from Walmart The estimate delivery date was November 23. I paid 44$ Walmart took it out of my account. On November 18th I received a purple Fanny pack in the mail box . I was confused because I never ordered it. I contacted my local post office and gave them the order number and a tracking number and it turns out that the tracking number wasn’t even from Walmart. I called Walmart 4 times so far and they said they would get back to me and I never heard anything. All I want is for me to get my package or my money back.
Business Response
Date: 08/12/2022
Customer has been contacted
Initial Complaint
Date:07/12/2022
Type:Delivery Issues
Status:
UnansweredMore 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 made an order on Nov 29th 2022 through Walmart Online. Sales order ID: *************. Estimated arrival date was Dec 12th. Received notice from seller (******* ******* *******) that package shipped Dec 1 2022 and delivered Dec 2 2022. I was at home and have cameras and did not receive any package. Contacted seller and they immediately told me we can assume the package was lost and made the decision to refund and was told if I wanted the item I have to reorder. When I went to reorder the price for the item had now increased over x4. After many electronic messages through the Walmart online platform with the seller and getting nowhere, I contacted Walmart Customer service to ask for their help. When I called Walmart Customer Service for online on December 7th 2022 for help with the issue the Walmart Customer Service representative *** **** **** *** hung the phone up on me when I asked for the reference number for the call. I called back a second time to get the reference number for the previous Rep that hung up the phone which was *************, because no one should be treated in that matter. Especially if you are the customer service representative. I would like for this rep to receive customer service training for the matter.

I now know the seller was a third party and Walmart has no control. What the seller did was completely wrong. When the package was found to be lost they should have simply sent a replacement item. **** *** ****** *** *** ********** *** *********** *******.

I know Walmart carries the item I ordered (*** ***** * *******) in it's inventory. They are all the same just in different colours. I have kindly asked the Walmart Representative on my 2nd call on Dec 7th 2022 to honour the original price I paid for the item, I could go pick it up at my local Walmart store, but they would not help me. I am looking for a resolution with Walmart for this issue. Can anyone help me?
Business Response
Date: 09/12/2022
Customer was contacted
Customer Answer
Date: 10/12/2022

Complaint: ********

I am rejecting this response because:
If the Walmart Customer Care Specialist looked into the case, which I gave him the order number, he/she would have seen that I have tried contacting the seller as was stated in my initial compliant. I have tried numerous times to communicate with the third party seller to reach a resolution to which I was wronged. Walmart is the sellers and buyers platform to which they should be the intermediary to this matter. I have received little to no help this far from Walmart.
Fundamentally the issue lays with seller changing prices after the item was bought. Refunding me by saying the package was lost and requesting for me to reorder at the much higher price (from $15.99 to $100.59). The initial price should have been honoured and new package sent if item lost. I never requested a refund. Seller automatically refunded me without asking me what I wanted.
Alberta's Consumer Protection Act prohibits suppliers, in a consumer transaction, from charging a price for goods or services that grossly exceeds the price at which similar goods or services are readily available without informing the consumer of the difference in price and the reasons for the difference. There are other Canadian Price Maintenance Laws and Scanner Price Accuracy Code- Retail Council of Canada that discourage these actions. Walmart Customer Care is choosing not to do anything about this based my conversations with Walmart Customer Service and this business response.
Possible resolutions: 1) Either have the seller honour original price item bought at 2) Walmart honour original price item bought with the same or equivalent item in their store 3) Walmart send the item or equivalent free from their store as a compensation for all my troubles.

Sincerely,

*** *****
Initial Complaint
Date:07/12/2022
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 2 photo gifts online through Walmart Photo Centre on November 27, 2022. These were 1 8x10 frame and photo collage, and 1 6x8 frame with photo. I picked up the products in store (#****) on December 5, 2022. Both frames were damaged. The 8x10 frame has one piece completely separated and is chipped. The 6x8 frame has one corner that is broken. Customer service in store was unable to provide either refund or credit since the purchase was online. Walmart.ca customer support is unable to help because the purchase was completed through Walmart Photo Centre. Walmart chat was unable to help because the order was placed online through Walmart Photo Centre. Walmart Photo Centre customer service is ONLY available by phone and is exceedingly difficult to reach. I called December 5th and waited over an hour before giving up. I attempted calling December 6th and waited a long time. I called at 8:00 a.m. December 7th and was immediately put on hold. I waited as long as possible before I had to hang up to go to work. I called this evening (December 7th) and am still on hold with Walmart Photo Centre customer service and have been on hold now for 2 hours and 19 minutes. On December 7th I went back to store **** to speak with a manager. The manager tried to call Walmart Photo Centre and was unsuccessful. She also took pictures of the damaged frames and sent an email. She too was unable to return or provide a credit because my order was completed online through Walmart Photo Centre and not Walmart.
This was meant to be a Christmas gift and I have no confidence that I will be able to reach Walmart Photo Centre on my own to resolve the issue.
Business Response
Date: 08/12/2022
customer has been contacted

Customer Answer
Date: 08/12/2022

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.

A representative from Walmart Photo Centre contacted me this morning and offered a refund. The refund was completed immediately and I have received email confirmation.

Sincerely,

********* **********
Initial Complaint
Date:07/12/2022
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: November 14th, 2022 Order number: #*** **** Total: $112.29 Products: 3 personalized bottles at $15 each
I opened the bottles in store to find no personalized text.
I called hotline for 1hr, 5hr, then 3hr on hold. Their machine said to go online for faster service. Their website has no email or any other help me but the number I already called.
The representative (rep) I got I could barely understand her English. She told me that the error was my fault. I disagreed with this because:
I spend $500 /year+. I was not new to the site. I did not ever add anything new to the bottle. I picked the colour of bottle and changed the text only. I did change their text from their white diagram that had the name Juliette already written on it in black to the text I wanted in their white option. That was all I changed. I reviewed it several times before and after i added to my cart for all three bottles. I did not make an error. Even now, it still shows the correct text in my order when I click edit.
The (rep) insisted that the error was mine and would not fix it. She said go to the store, call number again (which the store told me would be at least 2 hours), and return for a refund.
I dont want refund. I want my bottles with text because that is what I had paid for but the rep said no. This was misleading and false advertising with a faulty website, and faulty service.
Finally, after repeatedly being denied to talk to manager, told me that she would put me on hold again to speak to highest supervisor. She checked in every 5-10 minutes about 6 times to inform me that my call did not go through. Then she used new method that rang 10-15 min with actual dialing ring and no music.
The supervisor was also hard to understand. The only option was refund and purchase same bottles with text at $26 per bottle instead of $15 I paid. She gave me email for complaints.
Business Response
Date: 08/12/2022
Customer has been contacted.
Customer Answer
Date: 14/12/2022

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 long as I am refunded the bottles completely and will be processed in full before the promotional code expires, I am not expected to return the bottles, and in addition, I will receive the activation of the promotional code immediately, I will accept this resolution. I would also like to add that Walmart's customer service was unreasonably difficult to get a hold of and I found the staff to be either unwilling to assist me or completely hindered to assist me. I have never found any customer service line - ever - to be so unhelpful for such an easy solution, which is the main reason I submitted my complaint in the first place. Thank you.

Sincerely,

****** ****
Initial Complaint
Date:07/12/2022
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.
Good Evening,

I'm writing in because of a Walmart online order that was cancelled without any reason provided based on a sale of a product. This was under Order# ************* that was placed on November 14th. The item was for a 11 inch **** *** ** ** ***** *** ********** that was on sale for $599.98.

In addition, I had also ordered and subsequently cancelled a 11 inch **** *** ** ** ***** *** ********** model under Order# ************* that was on sale for $799.98. I cancelled the 256GB model as it's more expensive. The fact that both of these models were on sale prices suggests there shouldn't have been an issue. There was no indication that the item was out of stock and it was still available to order around 11:00pm. My order was placed sometime after 10:30pm.

****** ********* ** **** ***** ******* ******** **** *** ***** ****** ********* **** ***** ****** **** ****** ***** **** **** ***. **** ******** ********* ** ******** ************* **** ** ***** **** ***** ******** ******* ** ******
I've been attempting to connect with Walmart support, both over the phone and through email with no response or answer for days, with my last attempt on December 3rd. That's when I decided it was time to connect with the BBB for assistance.

I'm hoping that Walmart can work this out and preferably would like Walmart resolve this by fulfilling the order, as others who had their order were fulfilled and wasn't fair that I was singled out. I wanted to surprise my kids on Christmas with this **** *** to support their learning needs and abilities.

Thanks in advance,
******
Business Response
Date: 09/12/2022
Customer has been contacted.
Customer Answer
Date: 16/12/2022

Complaint: ********

I am rejecting this response because:
The business did not provide any clear, specific details of what had caused the order to be cancelled. The representative did not acknowledge or respond to any of my follow up questions or statements of fact. The representative only repeated the same response as was provided initially. **** ******** *** ************* ****** ******* ****** *** *** ***************

Sincerely,

****** **
Business Response
Date: 24/01/2023
Customer has been contacted
Customer Answer
Date: 27/01/2023

Complaint: ********

I am rejecting this response because:
I have not received any email response nor phone call since December. If I was contacted, they should have responded with the date and time it occurred, and how they communicated.

Sincerely,

****** **
Initial Complaint
Date:07/12/2022
Type:Delivery Issues
Status:
UnansweredMore 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.
We ordered a ping-pong table (Order: #*************) from the Walmart Online store on the 8th of November, 2022. The product arrived on the 22nd of November 2022, here is a summary of the item as found:

- Item was dropped off on our porch, exterior packaging was found to be damaged
- Item is oversized and weighs over 250lb, it took a lot of effort and people to move the package into our basement.
- Upon unpacking the item. we found the item itself to be damaged also.

We started a refund process the next day, Walmart's customer service agent took our photo documentation approved the refund. We then requested a pickup service where the shipper will come into our house to package the product, and move it into their truck (this is referred to as a "2-man pickup" service), since the item is oversized and we are unable to repack it and move it ourselves. Walmart escalated the issue (Ticket *************) and a pickup was arranged. I took the day of the pick-up off (02-Dec-2022) and the shipping company ******** confirmed that Walmart request a "Load-Only" service for that day (Probill **********) where they will only pick up a packaged product from outside the house. I chatted with Walmart customer service again, and they said a mistake was made and they can arrange the correct pickup service for another date.

I find their solution unacceptable, as I already accommodated their initial pickup date by taking a day off from work. Only to find out that the pickup service was not the one that was agreed on and the pickup cannot be completed. At this point I will only accept one of the following two resolutions:

1. Walmart Canada issues me a full refund for the product, the damaged product will not be returned, as I will not waste another workday accommodating another pickup appointment.
2. Walmart Canada delivers me an exact replacement of the item I ordered in good condition, and pick up the damaged item, all white glove service.
Business Response
Date: 08/12/2022
Customer has been contacted
Customer Answer
Date: 08/12/2022

Complaint: ********

I am rejecting this response because:

-The Walmart representative who called me gave false information and did not provide a solution regarding this complaint.

-They claim that Walmart does not offer a full return/drop off service, which is in fact untrue, as proven by the attached pickup request that was issued on 07-Dec-2022 ( 2 man pick up from room of choice)
-I contacted the shipping company ********, and they stated that Walmart can in fact drop off a new replacement item, and pickup the damaged item in a single trip, all full service (drop-off/pickup from customer's room of choice).
- The solution they offered today by phone is for me to leave the ping pong table by the front door for them to pick up, which is exactly how this painful dialogue and process started.

Knowing that they are able to offer me an acceptable resolution but claiming they cannot is further exasperating my frustration, but I'll await an answer from Walmart.

Sincerely,

***** **

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Walmart Canada is NOT a BBB Accredited Business.