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

1,301 total complaints in the last 3 years.
504 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:27/10/2022
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.
Package said delivered I go and check nothing is there except an aticle of clothing my wife ordered, checked with neighbours and checked with my building management that no other item arrived for me except the one for my wife. After calling ***** and checking every corner or this building and being , I am being Placed on hold for more than 2 hours by one agent and 1 hour from another and hung up on, received 7 unknown calls and when I pick up it is a manager from walmart just playing games laughing on the phone and repeating giberish. Mulitple agents are telling me to file a police report so I contact the closest station near me and explained to them the situation they said if the package did not even arrive there is nothing we can do. I am being tossed in a circle by your **** *** ******* employees on the phone so I decided to take recordings of the calls, * **** ******** ********* ** I went to your online chat which ended being a much more traumatic experience as the agent *** **** **** **** *** ended the chat briefly after it seemed he did not want to help so I took a video of the chat log as well. I want a refund to the original purchase method or I would like to seek consumer protection or take this further as this is absurd. I have been shopping with walmart with my family for 26 years and never imagine this is even possible for such a good company.
Business Response
Date: 28/10/2022
Customer was contacted
Customer Answer
Date: 28/10/2022

Complaint: ********

I am rejecting this response because:
they did not contact me **** ** *** *** ***** they do to avoid user ratings I have been called once, he left a message I returned the call 6 times not once did we speak regarding this issue I will file another complaint *** **** **** ********* * ***** **** *** **** ** *******

Sincerely,

Sam N.
Initial Complaint
Date:26/10/2022
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 3 items of clothing from Walmart Online.
I needed to return 1 sweatshirt. I went to the store 3 times and each time I was told they can't do it in the system so I was told that I should send it via mail.
I came home and requested a return ticket which I received twice The ticket was created but I could not print it. I called Walmart on line and I was told to go to the Post Office and they will be able to print the return label for me. I went to the Post office but they were not able to print the return label. I am not able to return the item to the store (I am still eligible to return it but they have technical difficulties), I am not able to ship it because I can't print the return label. No one is helping me. They are sending me from the store to my computer and nothing works. NO ONE is helping. I was trying to contact store manager. I was on the phone for one hour and I was not able to talk to anyone. I need some help here please.
Business Response
Date: 27/10/2022
Customer has been contacted
Initial Complaint
Date:25/10/2022
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 ***** play kitchen from Walmart.ca on Aug. 16, 2022. The order number is *************. The product is sold & shipped by Walmart. It includes 2 packages, which had been shipped seperately.

The 1st package was delivered on Aug. 19., and the 2nd package had not been received till today (Oct. 25). The tracking number of the missing package is "******************". I first time contacted Walmart customer care team on Sep. 2 (Ticket #*************). I received an email On Sep 5, says they were working on the issue.

The second time I contacted Walmart was on Sep 26. I had been told that the case was closed. The agent said the package was returned to the warehouse because no one pick it up from the store. I expressed that it was unacceptable, because what I paid for was 'door-to-door' service, besides, there was no any notice of goods pickup to me. The agent raised a new ticket (#*************) for me. After then, I got NONE feedback from the company, neither by phone nor by emal.

I had contacted Walmart customer service many times through telephone and live chat. The answer were always "still working on it", "the supplier has no response", etc. On Oct. 13, 10am, I phoned to Walmart again, and I had been told that I would either get the package or will start the refund process by Oct 17.

Of course nothing happen later. So I contacted Walmart again on Oct. 24. However, the agent said that they could not issue the refund because they were still investigate the package. I required to talk to the Manager. But again, I got ZERO response from anyone from Walmart after 24 hours.

As the end, the product was for my 4-year-old son's birthday present. He was looking forward of it for half year. ** ** * ******* *** **** *** **** ******** * *** ********* * *** *** ************ **** *** **** ** *****
Business Response
Date: 26/10/2022
Customer has been contacted
Customer Answer
Date: 31/10/2022

Complaint: ********

I am rejecting this response because:
The only response I received from Walmart so far was just try to clarify with me the payment (*** **** *** ***** ********).
I had reply the email immediately. There is no any final
decision or action plan from Walmart yet.

Sincerely,

Jianan F.
Business Response
Date: 02/11/2022
Customer has been provided with a resolution.
Initial Complaint
Date:25/10/2022
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 bought a ******* card set on October 22, 2022 *** *** ******* ******** in your Oakville store. My son didn’t like it and I went to the same store to refund it the next day. When I got to the customer service desk the customer service representative Urangnai N. said I can’t refund it because it’s final sale and they don’t refund gift cards and cards. I told her when I bought it there wasn’t any sign or anyone telling me that it’s final sale and non refundable. She said again it’s on the website and I should go take a look. I told her when I buy sometime from your store I won’t go online every time to check if it’s returnable or not, right. She just kept saying it’s on the store website. Then I asked her to speak to the manager. When the manager came, her name is Neven N. she just said it’s store policy and there’s nothing she can do. Then she left. I’m very disappointed at the customer service Walmart has. I’ve been a local shopper for many years and whenever I need anything I would always go to Walmart. However, this type of customer service is unacceptable. No one was helping at all and I don’t believe this is the type of customer service Walmart wants their customers to receive. I don’t know what to say. I’m very frustrated about this incident and the service I got.
Business Response
Date: 26/10/2022
Customer was contacted.
Initial Complaint
Date:22/10/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved to Toronto from Peterborough yesterday for school, October 21, 2022, and my mattress was delayed, so I had to purchase an air mattress. After spending the entire day moving, I ran to Walmart that same day to get my first grocery shop living here out of the way. I also needed an air mattress and knew they sold them.
I spent at least an hour shopping for everything you need when you first move somewhere. Higher priced items like laundry detergent, a broom, bulk toilet paper, 8kg of rice, a 3L of oil, red wine vinegar, cheese, etc. As well as veggies and canned foods. I also bought a queen air mattress. Four of these same mattresses were over a $40 price tag for queen air mattresses - I grabbed one. My cart was overflowing by the time I checked out and it was around 10pm. So when my bill came up to $378.92 I was a little shocked but it was my first grocery shop. I knew I had bought a lot of more expensive items. I know how quickly it can add up. So I took it home and today (after spending the day unpacking and searching for furniture) - October 22, 2022 - I go through my receipt and am shocked to see the mattress was $124 - $84 more than I had thought I bought it for. I call customer service and they tell me there’s nothing they can do, it’s impossible for me to get my money back or even to exchange for the mattress I had thought I was buying. It seems so wrong that the price tag was the incorrect price (or the mattresses were displayed in the incorrect place) and because I didn’t second guess the store and make the teller go through all the prices, I am suffering this $84 fee. I’m a student. Almost everything on my receipt is Great Value brand, I am buying in bulk because it’s cheaper. I would never have bought that air mattress if I’d known it was $124 and not $40. But because I didn’t question Walmart, it’s costing me.
Business Response
Date: 24/10/2022
Customer will be contacted.
Customer Answer
Date: 26/10/2022

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:21/10/2022
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.
Date of Occurrence; October 19, 2022 Between 5-6:30
I went shopping at the Walmart store number **** (******* *** **********) and purchased many items. I found that the ****** *** Spaghetti sauce was priced at .97 cents. I picked up 36 jars.When I got to the cash register the product came up as $2.77. The cashier sent a front helper with me to check the price on the shelf. I was told it was a sale price from two weeks prior. (which is not true).I was told that they would honor 12 jars at the 97 cents and the others at regular price. I asked for a store manager. Another front end supervisor came and didn't want to give me any jars at the shelf price. I again asked for a store manager. In the meantime, myself and another customer waited with the same product waited for a store manager. Half an hour later, no one showed up. I had 6 icecream tubs in the cart and was concerned that it was melting, plus the wait made me frustrated. I again asked where the store manager was? The second front end supervisor motioned us to the cash register and told us he would honor the price on 35 jars and give us one for free for the grocery code of practise. As soon as he totaled the items in my cart, ***** another person claiming to be the store manager presented herself."I can only give you six jars". Claiming there was a limit. When asked to show where this was posted she went back into her office and came out with a flyer pointing to small print. These were not sale items, they were priced wrong.***** was not a store manager she was front end manager. There wasn't a store manager. I decided to leave without paying for any of the groceries in my cart. I called the HO number and placed a complaint (#*************) No one has responded to my complaint. No surprise here--***** *******.I was left feeling humiliated and being provided with three different solutions.The product was priced incorrectly, there were no limit signs posted anywhere, and the store should honor this price.
Business Response
Date: 24/10/2022
customer was contacted.
Customer Answer
Date: 24/10/2022

Complaint: ********

I am rejecting this response because:
No one from Walmart has contacted me through email, telephone or voicemail or any other form of communication. Can Walmart provide proof of contact? Who did they talk to? Telephone Number/ email... Without communication a resolution cannot be reached.

Sincerely,

***** ******** ********
Business Response
Date: 28/11/2022
customer was contacted by the appropriate department.
Customer Answer
Date: 29/11/2022

Complaint: ********

I am rejecting this response because:
No one from Walmart has EVER contacted me. Can Walmart provide names/dates and times of who contacted me? What was the resolution of this "contact". Please provide proof of this contact-- who called me?
What a HORRIBLE horrible store!/organization!

Sincerely,

***** ******** ********
Business Response
Date: 14/12/2022
customer was contacted and provide explanation.
Customer Answer
Date: 14/12/2022

Complaint: ********

I am rejecting this response because:
This is ridiculous---NO ONE from Walmart has ever contacted me. What explanation is there for their mistake and mismanagement??? Who did they talk to? When? What was the outcome?
Walmart really needs to improve there customer approach. Look at how they are handling my claim through the BBB--three months and there isn't a clear response. This business does NOT deserve a penny of my business.
Please provide the explanation of your claimed resolution through the BBB forum.

Sincerely,

***** ********
Initial Complaint
Date:21/10/2022
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 pair of headphones from this merchant which was set to arrive by October 14th, 2022. It was important that I get this in time as it was meant to be a gift for a relative's birthday for the coming week. The headphones came, hence I reached out to the merchant on October 16th, 2022 about this issue, to which they told me to give them 24-48 hours to reach out to me and issue a refund. I reached out to them again on October 18th as they had still not contacted me, to which they told me to wait until the end of the day. As of October 20th, there is still no resolution, the merchant regardless has still charged me the full cost of the item not received of $371.77, and despite asking for a resolution multiple times, they refuse to assist.

The order number is *************, and the cost of the item was $371.77. The item that I ordered was the ****** *** *** *.
Business Response
Date: 24/10/2022
customer was contacted
Customer Answer
Date: 24/10/2022

Complaint: ********

I am rejecting this response because:
Merchant has failed to respond.

Sincerely,

***** ******
Business Response
Date: 28/11/2022
customer was refunded.
Initial Complaint
Date:18/10/2022
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 made an online purchase on September 25 2022. The expected delivery date was Oct 3rd. Today is Oct 18th and I have called customer service three times since then because they keep saying they will escalte thr issue and get back to me in 72 hours. In my second call the supervisor said it would be delivered in 1 or 2 days. It has been 5 days and no delivery and no communication from them. Then I called and asked for a refund. They said they can't do that and they couldn't tranfer me to someone who could. Customer service can't seem to resolve this in any way and I am frustrated.
Business Response
Date: 18/10/2022
Customer has been contacted.
Initial Complaint
Date:14/10/2022
Type:Product 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.
My wife and I ordered the "********** ****** ******* Dining Set" with model # *********** with Walmart July 21, 2022.
We only received half the order, this item is shipped in 2 boxes, and we only received one box, on August 5, 2002.
We contacted Wal-Mart about this (via telephone at ###-###-####, online orders customer service line) and they said we have to return the one box we received and once they receive it in their Warehouse, then we will receive a refund, they said the shipping carrier *** *** **** will contact me for pickup. This return request was created on August 12, 2022 with Wal-Mart with Return Reference Number: *********3.
We then waited 2 weeks and someone from *** *** **** contacted me on August 25, 2022 and said that they will have someone pick it up that evening. *** *** **** also said that because we are rural, that a 3rd party carrier will come pick it up. At approximately 4:15pm on August 25th, 2022, the item was picked up with a tracking number of **********.
We still have not received our refund. We contacted Wal-Mart many times inquiring about this since mid September. First they told us that it was not received yet at the warehouse and that they escalated this with escalation number ###-###-####36. During this time, *** *** **** contacted me, asking if someone can come pick up the item, I explained to them that in fact the item was already picked up (September 9, 2022 ). On October 6th, I contacted Wal-Mart again and spoke with a supervisor in customer service of online orders and she explained to me that *** *** **** told Wal-Mart I refused the pick up of the item on September 15, 2022. I explained it was in fact picked up on August 25, 2022 and a new escalation number was created *************. I received a call on October 14, 2022, stating because I refused the pick up on September 15, 2022 they will not issue a refund. I again explained it was picked up on August 25. Wal-Mart has now said they will contact in 2-3 business days.
Business Response
Date: 17/10/2022
Customer has been contacted
Customer Answer
Date: 17/10/2022

Complaint: ********

I am rejecting this response because: this is the same response I've been receiving from Wal-Mart for more than 2 months. I want resolution and a refund ASAP. This has dragged on for far too long. Wal-Mart made the error and I'm paying the price for their mistake, unacceptable!

Sincerely,

Giuseppe Gallo
Initial Complaint
Date:14/10/2022
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.
On September 27th, 2022 I ordered 1 case of ******* Soy Infant Formula online from WalMart Canada costing $61.97. That amount was taken from my bank account on the same day. I had received an email stating the estimated delivery date was September 28th. For days, the status of my order kept saying "In Progress". I contacted Walmart and they said that they were looking into it. A few days later, I contacted them again and they said that ***** had delivered my case of formula on September 28th. When I checked the tracking info provided from *****, there was a picture of a huge box on my door step. I did not order anything except 1 case of infant formula, which comes in a box the size you would put shoes in (I've ordered multiple cases already and the packaging is always the same). I don't know what was delivered, but it surely was not my formula. I have contacted Walmart multiple times and they are refusing to refund my money. ** **** ****** **** **** ********* ***** ** *** ********* ** ***** ****** ********* ** **** *** **** ** ******* * ******* *** ***** ********. They are saying I have to sign an affidavit and mail it back to them before they let me know if they will refund the $61.96 **** ***** **** **.
The order # for my purchase is *************. All I want is my money refunded for the item I purchased but never received. ******** *** *********** ** ** ****** ***** *** ******* ******* ******* **** **** ****** **** ** ******* *** * ******* ** *** **** ******* **** *** ********** *** *** *** **** ** **** * ********
Business Response
Date: 17/10/2022
Customer was contacted.
Customer Answer
Date: 17/10/2022

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. Walmart will be refunding me my money.

Sincerely,

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

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Walmart Canada is NOT a BBB Accredited Business.