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.

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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:07/12/2022
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 ordered 2 dolls on line on Nov 15th.
Total charge $129. My sis in law advised me that the price on line is too high and that she will pick them up from the store herself.
I then call Walmart to cancel the order.
Since Nov 16th, I have been getting the run around from Walmart head office. They have told me the same story each time I called, “seller is not them, it’s a third party company so they can’t refund”. Refund must come from seller. Well I didn’t buy from that seller I used Walmart website, but sure!
After my copious amount of calls they advised me that they will have it Escalated. Someone from the escalating department called me (private caller, why would a company like Walmart be calling clients private ???) anyhow I missed the first call since I don’t answer private calls. Called them again and was advised someone will call back.
They did I answered on Nov 25th only to tell me that I must wait till Dec 2nd (actual pickup date for the doll), to have it refunded. I was shocked, why must I wait to get my refund.
I decided to wait (since I had no other choice). Called on December 2nd, to my demise I was told I must wait for yet another 48- 72 hours to get my refund. But the person will once again escalated the request.
Sure, I waited and called back again today, December the 6th. First person who answered the phone decided they didn’t wish to deal with me and hung up on me. Second person gave me, Once again same answer.. “ma’am you have to give us time to give refund and that she will have it escalated”! As a consumer how long should I have to wait?? I ask, no answer! My credit card has been charged since Nov 17th.
I have had enough. I need help in getting my refund and I refuse to call Walmart anymore.
Cheers
**
Business Response
Date: 08/12/2022
customer has been contacted
Initial Complaint
Date:06/12/2022
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.
Transaction Date: November 27, 2022. Time: 5:40 pm.
Total: $771.76 for 1 blender and a 75 Inches Television.
Order Number: ************* Tracking: **********.
Nov 28, 2022, received an email confirming the order. shipped, the estimated date for arrival, is Dec 5, 2022.
Carrier: ****,
On the same date, I received a 2nd email with 2nd item marked shipped.

On November 29, I received an email notifying me that my delivery order was complete. I immediately check my front door and side of the house but no TV was found. I went to my order online, looking for instructions on who to report this to. I found an instruction saying it's rare, but sometimes carriers may mark packages as delivered before they arrive. After 2 days if not arrive contact Walmart.
On December 1st I call **** -at ###-###-####. The person who answer the phone said she don't see any record of the customer or vendor receiving this shipment. she said will look into it and call me back, also I should call Walmart. I called Walmart and was told by one of the customer service people to call the Police and file a report for a thief. I demand to speak to a supervisor, and the supervisor told me she don't know why they told me to call the police, it was not necessary. She told me that she escalated my claim and I will hear from them in 48hrs .

I later went to one of the Walmart stores in Newmarket and ask the manager to assist me. a call was made and then I also spoke to someone on the phone who assured me they will call me in 3 days. Today is day 5, Tuesday, December 6, 2022, and I did not receive a call. I have been calling ****, the carrier since Friday and no one answer my calls. I called back Walmart today and again spend 4 hours talking to a customer service agent and excessive time on hold. I was told again to get a police report or I have to wait for another 72 hrs for Walmart to call me back. I told them it is Walmart's job to investigate what happened to my order. .
Business Response
Date: 07/12/2022
customer has been contacted
Customer Answer
Date: 07/12/2022

Complaint: ********

I am rejecting this response because: Walmart have not contacted me. I also went to one of the Walmart in Newmark December 2nd for assistant, the person made a phone call, they put me on the phone to confirm my identity. I was told that Walmart would call me in 3 day and still no one call me. I called Walmart yesterday to get update and again was told, I need to go to the police station and report the TV missing or this issue will be extended to anther 72 hours before Walmart return my call. I then asked to speak to a supervisor, after lengthy wait time the supervisor came on and I asked his name and the phone was hanged up right away. I then call back and the next agent said there is nothing he can do to help me. I asked again to speak to a supervisor and was told they are busy and he will escalate my claim so a supervisor will call me in -2 days.. I'm sure no call came from Walmart to me.
I will email the additional information because I'm having problem uploading.
Additional information:
I was excited when I recieved a call from person name Joanne from Walmart Corporation on Thursday December 8. She said they found my Television and it will be delivered on Friday December 9th. I waited until end of day no TV arrived and I phone Walmart Canada and once again told to wait until end of day Saturday December 10, then Saturday I was told to Wait for Sunday December 11 because it's in transit then Sunday I was told to wait for end of day to, Monday December 13 , if it doesn't arrive then they will escalate my claim once more. In each discussion I asked why Walmart can't let me pickup one from the Walmart near me and was told they can't do that. I asked for locations of warehouse so I can go pick up and they say no its in transit based on there report on file.

This is so bad. I plan to include this in a shipment last week to Jamaica for my mother and I missed that opportunity. I will have to pay extra to pit it on Aircanada if it ever arrive.

Ms. Janine, please help me reach someone in head office to rectify this . I feel I'm just getting the run around with no confirmation that Walmart even know what happened or where is the Television.

Sincerely,

Andria Babbington
Customer Answer
Date: 14/12/2022
i finally received the television. Thanks very much for your assistance, you definitely speed up this investigation.

Thanks again
****** **********
Initial Complaint
Date:06/12/2022
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.
Further to my complaint Walmart have cancelled the return again.
They won’t accept my return I never got my item I had ***** send it back and they keep rejecting my return! They won’t refund me my money.
This rug was delivered to the wrong address. They sent it to a holding center. I can’t pick it up it is an 8x10 foot rug. They won’t resend to the correct address! I have asked them to reship it they won’t. I have refused the parcel sent it back and they won’t refund my money. This has been going on for a week!
Business Response
Date: 08/12/2022
Customer was contacted.
Initial Complaint
Date:06/12/2022
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 ordered a 8x 10 foot rug online from Walmart. They delivered the rug to the wrong address. I asked for it to be sent to my new address and they sent it to my old address.
When I asked them to redirect it they said to contact ***** who was the carrier. When I called ***** they said only Walmart as the shipper could do that. When I called Walmart they said it wasn’t their fault and wouldn’t redirect it. They said I had to pick it up. ***** is holding it at a location. It is too far from my house for me to transport the rug. I don’t have a car which is why I asked for it to be delivered.
I called ***** and asked them to send it back. ***** gave me a tracking number. I initiated a return with Walmart. Walmart cancelled it because they said I haven’t received it the rug and I could only initiate a return once I get the rug. I cannot get the rug because it is simply too heavy for me to carry.
I escalated this and no one has called me back. It has been a week since I ordered the rug and sent it back.
I’ve added photos of the responses. It has been a week since I ordered this and all I am getting is the run around. They won’t refund my money or give me the rug I ordered. They say I have to wait but there has been no update or action on their end. I just want my money back. I’ve spent hours on the phone with Walmart and they don’t do anything except provide excuses.
Business Response
Date: 05/01/2023
Customer was contacted.
Initial Complaint
Date:06/12/2022
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.
Date of transaction - November 3rd 2022
Order Number -5072228002280

We ordered a car seat for our toddler from Walmart.ca . Waited patiently and on the date of delivery to the store for an in store pick up. Only to be told by the local store that it never arrived. We called on November 26th to be told to wait a week for escalation team to call us. A week later no one called. We called on Sunday December 4th to be told again wait for the escalation team to call within 48 hours. Again no one called . Today December 6th We had to reach out again and were told that Walmart only escalated on the 4th when that is not what we were told on the 26th. its been awful dealing with customer service. You can barely hear them on the phone and they get mad if you cant hear what they are saying. Finally I am told that it was a marketplace item and they are trying to get a hold of the seller. This is not okay we want our money back! This was sold on Walmart.ca this is their problem and they need to deal with it ! **** **** ***** *** ***** **** ** ******** **** * ***** ** ******** ** ** ***** **** ******* ** ***** ** ****** ******* * **** ** ** ************* ** * ******** **** ****** ** **** *** ********* **** ******** ******* *** ***** ******* * This is on them and they should solve the problem .
Business Response
Date: 07/12/2022
Customer was contacted.
Customer Answer
Date: 07/12/2022

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.
Shamefully that it took a BBB response to get an answer. Walmart Canada should be ashamed of their customer service.
** ******** **** ** **** ****** **** *** *** * **** **** **** **** **** ******** * **** ******** *

Sincerely,

***** *******
Initial Complaint
Date:06/12/2022
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.
They said package delivered and it was not. First contact with help desk they said it was delivered to an address in Renfrew on which is wrong address. They said I will be contacted in 48 hrs did not happen. I have called total of 4 times plus 2 emails have not recieved a call. My order number is ************** said ro be delivered on nov25th. It's been over a week and no call back or nothing. I ordered 2 toddler snow suits. Total of 126.51. Please help me as they are not and its becoming ridiculous now.
Business Response
Date: 07/12/2022
Customer has been contacted.
Initial Complaint
Date:05/12/2022
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 ordered the item on Oct 15th online. received an email saying that the item would be arriving Oct 19th. Order number: *************. I received part of the order. Secord email stating that items would that not received were still on delivery. Then I waited. On November 15th I looked up the order on the Walmart site, it now stated that the customer had cancelled the order. Which I had not. Nor did I receive an email saying the item was not available. I then contacted Walmart. I checked online and the item was available but now at a higher price. I called Walmart and spoke with a supervisor named Vivck who was going to forward on the order with the complaint and I should receive an email within 2-3 days. Which I did not. That case number was *************. I again called and spoke with Ronit-supervisor. That case number was *************. Again, was told that someone would be in touch. No reply came. The final call was today when I was told the product was out of supply and could not be price adjusted anymore to the sale price that I had ordered it at. I asked to speak with a manager but was told that he was unable to put me through to anyone else. His name is Siddharth. Case number ************. I find it very difficult to have no customer service that I would be able to contact about my concerns of how the situation was handed.
Business Response
Date: 06/12/2022
Customer has been contacted
Initial Complaint
Date:04/12/2022
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.
My order number ************* was placed on October 8, 2022, and it never got delivered by its estimated delivery date at my address Unit# ****** ******* Rd York ******. So after speaking to the agent I raised a cancellation request for this order. **** ******** *** **** ********** ***** the agent submitted my cancellation request on Oct 27, 2022.

But on Dec 1, 2022, I am being charged my credit card CA$432.76. I was shocked to see the charges for a canceled order.

I refused the order from receiving and waiting for a refund of 432.76 that is charged to my credit card. I am really disappointed with the worst online customer experience from Walmart. Please refund my money and I will never place any future orders from your website.
Business Response
Date: 05/12/2022
Customer was 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. Thank you for helping me with my refund. This was indeed quick from your end.

Sincerely,

******* ******
Initial Complaint
Date:03/12/2022
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.
Hello
I ordered a trampoline from Walmart on Oct 17, 2022. Delivery date was to be November 8, 2022. November 2 it said it would be delayed. I have called and called and called regarding this order. I was suspicious from the start that it would not be sent as I believe they did not mean to sell it for the price it was listed at and so conviently "lost" the order. Today I was advised by voicemail and email that the amount would be refunded. I do not want a refund I want the product I ordered at the price they were selling it for. I can not respond to the emails and the only number to call is the same one I have been calling. The phone numbers for the deliver company and email do not work

Delivered via **********s
**************** Call Carrier

###-###-####

My order number is 85*********25.

Order details: #85*********25
Date ordered: October 17, 2022
Order total:
$135.45
Status: Delayed
Sold & Shipped by: Walmart

Original date of pickup: November 8, 2022

Tracking Number : ****************

Plum Play 12ft Colours Springsafe® Trampoline and Enclosure - Reversible Flamingo Pink and Tropic Turquoise

Return by Jan 18
$129
(1 x $129/ea)
1

Status:
Refunded. Item awaiting receipt
Sold & Shipped by: Walmart
Return request created: Dec 3, 2022
Return Reference Number: *********8
You’ll be contacted by our carrier within three business days with pick up instructions
Plum Play 12ft Colours Springsafe® Trampoline and Enclosure - Reversible Flamingo Pink and Tropic Turquoise
Plum Play 12ft Colours Springsafe® Trampoline and Enclosure - Reversible Flamingo Pink and Tropic Turquoise

Quantity to return:1
Return reason:Lost in Transit

How does a trampoline get lost in the truck on the way to the store? It says it left the warehouse and was going to the store from Nov 2 to Nov 3 and then it disappeared. We want a trampoline not the refund.
Business Response
Date: 05/12/2022
customer was contacted.
Customer Answer
Date: 05/12/2022

Complaint: ********

I am rejecting this response because: Is the response "customer was contacted"? I'm don't understand what kind of response that is. I contacted Walmart many many many times live chat and phone calls. Walmart is saying the trampoline is lost on the truck on Nov 3 after it left the distribution centre and was going to the store. That is what the tracking details state. We don't want the refund we want the trampoline.

Sincerely,

***** *********
Initial Complaint
Date:03/12/2022
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.
I ordered a *********** * when they came in stock, and opted to pick it up from my nearest store. When I was alerted that it had been delivered to the store, I took an **** there to pick it up and found that the location was actually permanently closed. Confused, I spoke to a customer service person who told me to try again tomorrow - after I informed them that the place was PERMANENTLY closed.
Since then, I had 5 conversations both by chat and over the phone, in which I repeatedly asked for an update and an escalation, and where I was repeatedly promised someone would call me and that "someone was already looking into it". No one contacted me.
Today, I called for an update as it's been a week, and the customer service was terrible. When transferring me to a supervisor, the call dropped and I got an email saying it was refunded. They did not say anything to me about that. When I called back, they just told me the refund would take a few days and did not seem to understand the problem.
So now I have been out hundreds of dollars for a week, with the refund not coming for another few days, and I've experienced the most frustrating customer service I've ever known. I also am out money from going to and from a closed store, and **** **** ************ * *** ** ****** ***** **** ** it was supposed to be a gift for someone I care about and now I can't do anything about it and have no gift for them.
Business Response
Date: 05/12/2022
customer was contacted.
Customer Answer
Date: 05/12/2022

Complaint: ********

I am rejecting this response because: I was never contacted once despite multiple requests, and just saying I was contacted does not make it true. I contacted Walmart repeatedly for updates and never heard anything back either by email or phone until they just gave up and refunded me.

Sincerely,

***** ********
Business Response
Date: 12/12/2022
customer was contacted.
Customer Answer
Date: 13/12/2022

Complaint: ********

I am rejecting this response because: ignoring my actual complaint about customer service and being promised contact for multiple days and being hung up on during one call does not help the matter. The delivery problem is frustrating but I understand. What is not acceptable is the terrible customer service throughout, and the way that now all I am getting is "customer was contacted", which until earlier today I was not, and this is after a formal complaint and the response is just "pay again if you want the item". First, the item is no longer available. Second, they stated it was a third party seller which is was not. Third, the primary reason for my complaint is how this whole issue was handled so poorly and has led to major inconvenience and frustration.

Sincerely,

***** ********
Business Response
Date: 06/01/2023
We provided instruction to the customer.
Customer Answer
Date: 06/01/2023

Complaint: ********

I am rejecting this response because: they just keep saying they dealt with the issue but that's just pretending it didn't happen. The only communication I received was impersonal and long after the issue. I am incredibly disappointed by the lack of customer service and moreover, the inability to accept that the situation was ridiculous - sending something to a non existent store, costing me money to go to it where I found out it has been closed for some time, then telling me "someone will call tomorrow" for an entire week with no contact, and eventually a customer service person hanging up on me and refunding the order with no explanation. It's unacceptable and my experience in this complaint process is even worse. If I don't receive an actual acknowledgement of error beyond a one sentence dismissal, and a proper explanation, then I need to escalate it. Thanks.

Sincerely,

***** ********
Business Response
Date: 25/01/2023
customer was contacted on 12/12/2022 02:18 PM
Customer Answer
Date: 25/01/2023

Complaint: ********

I am rejecting this response because:
prove it. I called in myself, I was not contacted at any point despite multiple promises.

Sincerely,

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

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Walmart Canada is NOT a BBB Accredited Business.