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: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,

***** ********
Initial Complaint
Date:03/12/2022
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 Purchased a gift prepaid credit card on December 3,2022 at WalMart.value$100.00 +$5.95activation fee.
I Went home to check the balance on it before gifting it and I am happy that I did otherwise I wouldn’t know .
The card was used on Nov23,2022 and has a 0 balance.
I Went back to Wal mart the same day .
They won’t replace the card or give me a refund and want me to deal with the credit card company myself.
I purchased at walmart and went back immediately after discovering the issue .but unfortunately they won’t do anything to resolve the issue. Except brush me off to deal with card issuer.
The excuse is that they do not make money on the product and it is not their product . So why did I buy it at your store ?
Should I be asking every time I purchase a product what is their margin of profit?
I feel I got hassled at reputable company and consumers need to be protected from fraud and managent should take responsibility and investigate legitimate concerns.
Unfortunately middle management showed no interest even when I mentioned it could be an internal hacker who might be doing this.
Very poor experience !!!!
Business Response
Date: 05/12/2022
customer was contacted.
Customer Answer
Date: 05/12/2022

Complaint: ********

I am rejecting this response because:
They are repeating the same dialogue that I had at the store level and not showing any responsibility for the products that they are selling .
The letter provided a phone number for the company for me to contact and deal with it myself, as if they have nothing to do with it and I purchased that product from Mars.
I already contacted the ****** **** company before filling this complaint.
Which they said I have to wait 45-90 days so they can investigate the issue.
Every company made a profit so it is my problem no one else.and I need to take the loss. and it is my fault to trust that I am buying legitimate product at well know company .
Meanwhile Walmart can refund me the money that they took from me as they do for any other product they sell .and can deal with the company that they are selling its products at their outlet. and can secure their money with no problem.
I believe both companies are responsible but for sure Walmart did not show any empathy or concern . Not even an apology **** * *** ******* ** ***** ******* *********

Sincerely,

***** *******
Business Response
Date: 05/01/2023
customer was provide instruction on 12/05/2022 02:38 PM
Initial Complaint
Date:03/12/2022
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.
Walmart Online Order# **************

On November 27th 2022 I visited walmart.ca online ordering to purchase Qty. 2 of the ******* ****** *** ** ****. Upon placing the order I was notified that once the order was fulfilled we would receive an official receipt. As these are expensive electronic gifts we require the receipts in the event the product is faulty and to ensure we were charged correctly. We never received one. On Saturday December 3rd, 2022 we called and spoke with Walmarts customer service agent, then supervisor, then manager but they told us walmart online orders do not provide receipts that the gift receivers could only use the order confirmation number.

My concern is how do we confirm the amounts were correctly charged, credit card transaction #, taxes and the refund/return policy (in the event of the products being faulty or damaged).

If you could kindly look into this I would appreciate it as we tried reaching them for a online confirmation receipt with no success.

Thank you so much!

*******
************
Business Response
Date: 05/12/2022
customer has been contacted
Initial Complaint
Date:02/12/2022
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.
Worst customer Service every. Ordered items online items had not shipped after 7 days, talked with customer service many times on different days but had to wait for hours to talk with asomeone, When asked to speak to supervisor was put on an endless ring and nobody helped. Called back and waitied 45 minutes to get someone again and kept asking them not to leave me on an endless ring that I would be ok to be put on hold but they kept putting me on an endless ring for hours. Called on 3 diffrernt telephone and they did the same thing time after time even after asking them not to do do and they said OK but did it anyway. Unable to talk with a supervisor and they will not cancel my order even though been over 7 business days excluding weekend and my order still has not shipped, Have asked 4 days in a row and they keep refusing that is why asking for supervisor Manager but they never put me through. The worst Customer Service ever and Walmart should be ashamed. I want an apology for them not responding and leaving me on an endless ring every time I ask to speak to a supervisor/manager.
Business Response
Date: 05/12/2022
customer has been contacted
Initial Complaint
Date:02/12/2022
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.
Bought a coat as part of a coat drive for needy students at my school. One of the coats was too big for a student who received it. Coat was purchased on sale (30% off). When I attempted a straight exchange for a smaller size of the same coat a day after the sale ended and less that a week after I originally purchased the coat, I was told I had to pay the difference to make up the full price of the jacket because the sale ended. I was told this is Walmart policy even thought there is nothing available to make customers away of this ridiculous policy. ********* ******* *** **** *** **********. Attempts to actually contact Walmart to complain about store level policies and behaviour of senior employees are impossible. No email access, ridiculous phone wait times, no ability for online chat to address store level issues, no accountability.
Business Response
Date: 05/12/2022
customer was contacted.
Initial Complaint
Date:02/12/2022
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.
made an order through walmart website; the order was cancelled without reason or notification. Refund was less than I paid. Ordered same item was charged approx $33 more. That money was then refunded with no notice. If i attempt to order the item again; I am now being asked to pay approximately $60 more than originally offered.
Business Response
Date: 05/12/2022
customer has been contacted
Initial Complaint
Date:01/12/2022
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.
Item was never delivered. I got in touch with Walmart 5 times and each time they say the same thing "it's been escalated please wait two day and someone will get in touch with you". No one ever gets back to me and I continue being told the same thing. I'm looking to have the item delivered or a return of the money that I spent on the item since I did not receive it. I would like to request additional compensation for the 5 hours or so I've spent trying to get this issue resolved
Business Response
Date: 02/12/2022
Customer has been contacted. Refund provided.
Customer Answer
Date: 03/12/2022

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:01/12/2022
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.
Nov. 26. 22 I requested a refund because I had 60 or 70 dollars of items missing. My order number is *************. They cancelled my request today and they just tell me to wait but I need the money so that I can buy the items I need. This is not the first time where I had alot of stuff missing. Two orders ago they took over a week to refund me a hundred dollars. I was very nice the first time and I am not very happy anymore. The inside of this place is filthy. I actually make my orders from the winnipeg smart center area on portage and for some reason I get my groceries from the empress Walmart.
Business Response
Date: 01/12/2022
Customer was contacted
Customer Answer
Date: 01/12/2022

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:30/11/2022
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.
Order number:
************* Purchase date: November 17, 2022

I ordered a ******** ***** ***** Air Fryer for $92.98. After taxes total amount was $105-$106 dollars.
I paid $100 using a Walmart Gift card and remaining using credit card.

Next day Walmart cancelled my order. The charge on my credit didn't go through and they emailed saying I'll receive another gift card but I haven't till date. Called customer support twice and had them escalate the matter but haven't seen any resolution.
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:29/11/2022
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 a TV online on Black Friday, however, I changed my mind and called in to customer service.
When I called in I waited 20+ min and when someone picked up the call, the line was just silent, I stayed on the line for 5 min and it was still silent. Someone must have picked up and just placed me on mute.

I received an email that the TV was shipped. Email received at Nov 25, 2022, 1:15 PM
According to the tracking information, it shows that it was not picked up until 10:44 pm

I called back, and by the time I got in touch with someone, and was told it was past the 30 min mark and they cannot cancel the order, the order was not even shipped yet!

After calling multiple agents, I was told that I would get a call back from a supervisor, which I never did. I called back everyday to the customer service reps, and no help was provided, just telling me that "the system wont let us" - even though it was their fault that the system or the rep did not answer the phone properly.

I have been on ******* to complain as well, with no help provided. I was given the number for head office (************) which just asks me to leave a VM for customer experience and no one calls back.

Overall I have been told to
1. return the TV for a FULL refund (including shipping fees) after I get it (well I cannot do this, since I do not have a vehicle big enough to carry the TV)
2. I was told to just refuse the shipment and I would be refunded fully as well, when I asked them to put this in the notes, I was told, "need to verify" and they said I HAVE to accept it
3. I asked them to redirect to the local Walmart, and they cannot to that.
4. I was also told that I can request a pickup to return the item, which will cost me another shipping fee. Making the it double the shipping fee.

None of these are acceptable, when the simple solution is to just CANCEL the order. There was plenty of time and no one seemed to be able to help.

This is the worst "customer service" experience EVER
Business Response
Date: 30/11/2022
Customer was contacted

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Walmart Canada is NOT a BBB Accredited Business.