Complaints

This profile includes complaints for Walmart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Walmart

  702 SW 8th Street, M.S. 0705 Bentonville, AR 72716-6209

  
• 

  Wal-Mart

  5335 Highway 280 Birmingham, AL 35242

• 

  Wal-Mart Stores, Inc.

  1 Frankel Way Cockeysville, MD 21030-3220

• 

  Walmart

  10420 Walmart Dr Hagerstown, MD 21740

• 

  Wal-Mart Stores, Inc.

  130 Carroll Island Rd Middle River, MD 21220-2208

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:06/25/2025

  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.

  On 6/20, I place an online order which was, for no reason immediately cancelled. They also said they would be holding my money for 10 days. I immediately called customer service to inquire about the ridiculousness of this error. I spoke to a girl who literally was like "awww" like I am a 5 year old child. Like - you're holding $200 of my grocery budget and you're refusing to correct your mistake. I was supposed to go get food in the morning. I was told "if you don't want it to be flagged for fraud, you need to make sure you place another order within 40 minutes with the same order number, the exact same items, all the same information, the same payment method, from the same device."
  
  Am I in a dream world? Like on what planet is it okay to hold a person's entire grocery budget while telling them to place another order on that card (can't because you're holding my money) and then you can't fulfill the order unless I do this bizarre process? The order numbers are autogenerated! I can't place another order with the same number!
  
  There was no reason to do this! This was a card and a device I had used before! This card was saved in my payment methods. This should have never happened.
  
  I waited a long time to talk to a supervisor, and her advise was even more whacky. "Place another order with a small amount and then call us back here and then we'll use that number to..." WHAT?! You want me to order additional **** because you screwed up? Also, I couldn't understand the convoluded process because the customer service representative doesn't know how to conjugate verbs in English.
  
  Not only do I seek a full refund, I seek a gift card from walmart in the amount of this order that I can use for groceries.
  
  They messed up. They admitted that when they were on the phone. It was a mistake to cancel this order. I should be compensated for this mistake in the full amount of the order in addition to the full refund.

   

  This is a followup to a complaint I just filed; I followed the exact steps laid out for me by the supervisor. I was told to wait 10 minutes for another supervisor and was put on hold for half an hour. I did exactly what they told me; same order, same card, same device, they cancelled it again, and now there's $400 of my money tied up! Double! And this was a call center in a foreign country, by the way. Both call centers I spoke with were. I followed the exact steps laid out for me by the person who told me what to do. Waited the time they told me to wait, and placed my order again. Cancelled again! They alreeady admitted this was a mistake and it shouldn't have been cancelled! They said "we've put it in the system so it'll go through next time." CANCELLED! I WANT $400 IN STORE CREDIT TO MAKE UP FOR THIS LACK OF SLEEP AND THE FACT THAT I CAN'T GET ANY FREAKING FOOD WHEN I NEED IT! I want the refunds to be processed in an expedited manner and

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

  

  Business Response

  Date: 07/02/2025

  Walmart received a Better Business Bureau complaint
  from ****** ***** regarding his recent contact. We thank you for the
  opportunity to address Mr. *****’ concerns and appreciate the time he has taken
  to provide us with his feedback and comments. 
   
  After Walmart received Mr. *****’ complaint, we reviewed his account and order
  history. On 6/20/2025 he placed an order that was cancelled after placing an authorized
  hold on his account. We did reach out on 7/2/2025 to advise that once an order
  is cancelled our system reverses the hold back to the financial institution as
  holds can take up to 10 days to be released, however, please reach out to your
  financial institution for further questions.
  Walmart.com does not have visibility or control on the hold
  aside from our initial inquiry.  The release of the hold, or how
  transactions are applied or removed is managed solely by the financial
  institution, based on their policies. As such, only they can remove the hold. As
  such, Walmart considers this matter closed. 
   
  Again, we thank Mr. ***** for his feedback and comments. If either of you have
  any further questions or comments, please feel free to contact us.   
   
  Sincerely,  
  **
  Walmart 
  
  

  

  Business Response

  Date: 07/07/2025

  Walmart received ****** *****’ rebuttal arising from his
  original Better Business Bureau complaint. We regret that we were unable to
  provide a satisfactory resolution to his concern and appreciate his additional
  feedback.
  At this time, our response remains unchanged, and Walmart
  considers this matter closed. If either of you have any further questions or
  comments, please feel free to contact us.
  Sincerely,
  **
  Walmart
  

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Walmart did not admit fault, which they would have had to do if they had pulled the records accurately on the 2 identical orders. If Walmart still will not admit fault and make reparations, I will be filing a complaint with the federal trade commission as well as any other appropriate regulatory agency. 

  Pull the calls. 

  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair 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.

  All of my online grocery delivery orders are getting immediately canceled for "returns violations" allegedly found in my account's history. The same issue is happening to my disabled grandmother who has relied on Walmart+'s free grocery delivery services to be available to her. Now, both of us are totally unable to place delivery orders for our groceries. The same issue occurs on some shipping orders as well. I have reached out to Walmart's customer service several times in the past couple of days hoping to receive some kind of answer, but have only been told to wait an increasingly long amount of time. First it was 2 hours, then 3, then 24, and now they are asking me to wait 5-7 business days. In the meantime, I have received no answers or explanation. My grandmother and I are both paying Walmart+ subscribers and expect better service than this.

  

  Business Response

  Date: 07/02/2025

  Walmart received a Better Business Bureau complaint from ****** *********** regarding her canceled orders. We thank you for the opportunity to address Ms. *********** ’s concerns and appreciate the time she has taken to provide us with her feedback and comments.
  
  After Walmart.com received Ms. *********** ’s complaint, I reviewed her account and order history.   Ms. ***********’s account was found to violate our Terms of Use regarding the return history associated with the account. Per Our Terms of Use:
  
  “In addition to any other remedies available to it, Walmart may in its sole discretion restrict or terminate your account, or cancel or refuse orders for violations of, or abuse of the Walmart returns policy.”
  
  We requested a secondary review of the account to ensure it was not closed in error. The secondary review is very thorough and not denied without true consideration.
  
  
  Again, we thank Ms. ***********  for her feedback and comments. If either of you have any further questions or comments, please feel free to contact us.
  Sincerely,
  ******
  Walmart

  Customer Answer

  Date: 07/02/2025

  
  
  Better Business Bureau:
  
  
  I already contacted CS and they emailed me last week to let me know that the secondary account review already happened and they have successfully restored both my grandmother and I's Walmart accounts. No further action is necessary.
  
  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:06/24/2025

  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.

  I placed an order online on Sunday the 15th of June, said delivery would be on the 16th. I received a partial order thinking it would be coming in 2 separate orders. Order total was for @ $87. Tuesday morning I decided to check the online status to see when rest of my order, around $70 worth of products, would be delivered. The status said that all items were delivered. I called Walmart and talked with girl, Ann who said she would reorder items and refund the trash bags that were unavailable. She said they would be delivered the next day. On Wednesday, still no confirmation email, which I normally get right away, and call them back. Talk to a girl named Kierry, who states basically the same thing and says she will take reorder products and that I should receive them the next day. Later that day still no email and I call again...I talk to Daniel who says nothing was done and it is not possible to get anything reordered and that I have to have all refunded. He states I will get an email within 24-48 hours. So here it is Friday-no replacement order, no email, no refund. Walmart has appeared to have stollen almost 70 dollars from me. Their call center had conflicting stories. This store has also sent two previous deliveries to wrong address.

  

  Business Response

  Date: 07/03/2025

  Walmart
  received a Better Business Bureau complaint from ***** ******** regarding her recent
  order. We thank you for the opportunity to address Ms. ********’s concerns and
  appreciate the time she has taken to provide us with her feedback and comments.
  
  After
  Walmart received Ms. ********’s complaint, we reviewed her account and order
  history. On June 15, 2025, Ms. ******** placed a grocery order for delivery on
  June 16, 2025. Not all items were delivered. Ms. ******** checked on June 18,
  2025, to find the status of the order and the system stated that all the items
  were delivered. Ms. ******** was missing about $70.00 worth of groceries. Ms.
  ******** contacted Walmart Customer Service and was told that the items would be
  redelivered the next day, they were not. Ms. ******** called again and was told
  the items would be redelivered; they were not. Ms. ******** called Walmart
  Customer Service a third time and was told that redelivery is not possible, and
  said the order would be refunded. On July 2, 2025, Walmart contacted Ms.
  ******** to inform her that the refund was processed on June 22, 2025. As such,
  Walmart considers this matter closed.
  
  Again,
  we thank Ms. ******** for her feedback and comments. If either of you have any
  further questions or comments, please feel free to contact us.
  
  Sincerely,
  
  *****
  C.
  Walmart

  Customer Answer

  Date: 07/03/2025

  
  
  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. I really appreciate that someone from the care team called me for follow up.  I hope they can do better with their call center response and speak to the store directly about their delivery  worker's service.   Thank you for taking care of this for me.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair 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 has wrongfully deactivated my account due to their employees returning back items I didn't request to be returned back. It's wrong and it is discrimination against me. I should be able to return what I want. There were items that I did not ask to be refunded and they did what they wanted. I want what I asked for in my refunds and I want my account reactivated. It's wrong to treat long time customers like this. I'm disabled so I can't ever order anything from Walmart again due to your employees mistakes I'm. Please do not lie on me and put all the blame on me

  

  Business Response

  Date: 07/01/2025

  Walmart received a
  Better Business Bureau complaint from ******** ********** regarding her canceled orders. We thank you for the opportunity
  to address Ms. **********’s concerns and
  appreciate the time she has taken to provide us
  with her feedback and comments.
  
  After Walmart.com received Ms. **********’s complaint, we reviewed her account and
  order history. On 6/19/25, Ms. **********’s account was found to violate our
  Terms of Use regarding the return history associated with the account. Per Our
  Terms of Use:
  
  “In addition to any other remedies available to it,
  Walmart may in its sole discretion restrict or terminate your account, or
  cancel or refuse orders for violations of, or abuse of the Walmart returns
  policy.”
  
  We
  requested a secondary review of the account to ensure it was not closed in
  error. The secondary review is very thorough and not denied without true
  consideration.
  
  Regrettably,
  the account was not approved to be reopened. As such, any future orders will be
  canceled, and no further refunds or replacements will be issued. As such,
  Walmart.com considers this matter closed. 
  
  Again, we thank Ms. ********** for her feedback and comments. If either of you have any further questions or comments,
  please feel free to contact us.
  
  Sincerely,
  *****
  Walmart

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:06/24/2025

  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 made an online order 6/13/25 and my card was charged 108.00, the order was cancelled by Walmart but here it is six days later and I have not received my refund

  

  Business Response

  Date: 06/27/2025

  Dear Better Business Bureau,
  
  Thank you for bringing Ms. ***** *****’ concerns to our attention. At Walmart, we are committed to addressing every customer’s feedback and ensuring a satisfactory resolution. We sincerely appreciate the time Ms. ***** took to share her experience and value the opportunity to respond.
  
  Upon receiving Ms. *****’ complaint, we conducted a thorough review of her account and order history. We hereby confirm that the order in question was canceled prior to processing, and no charge was made to her account.
  
  As part of standard financial protocol, an authorization hold of $108.45 was temporarily placed on Ms. *****’ account to confirm the availability of funds at the time the order was initiated. It is important to clarify that authorization holds are not actual charges but are a precautionary measure utilized by financial institutions and typically released within 3–5 business days.
  
  To assist Ms. ***** in resolving this matter promptly, Walmart proactively reversed the authorization hold on our end. Additionally, we provided Ms. ***** with detailed information regarding the nature of authorization holds, including her specific authorization code, which will serve as a reference should she need to contact her financial institution’s customer service team. As Walmart does not have direct control over financial institutions' hold release processes, the timing for removal of the hold lies solely with Ms. *****’ financial institution.
  
  We believe that by taking these steps, we have addressed Ms. *****’ concerns and clarified the circumstances regarding this issue. Nonetheless, if Ms. ***** or the Better Business Bureau require further information, assistance, or follow-up, we would be happy to provide additional support.
  
  Walmart remains committed to providing trustworthy service and ensuring that all customer interactions conclude with clarity and satisfaction.
  
  Sincerely,
  ******
  Walmart    

• Initial Complaint

  Date:06/24/2025

  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.

  Hello and thank you
  
  I purchased a laptop from Walmart.com on May21st 2025 for $****. I was notified to pick the item up and money left my bank account. Upon pickup we were told they did not have the item and my order was cancelled. Order # ****************
  
  Within an hour the same laptop with matching model # appeared on Walmart.com for $1698.
  
  I called Walmart customer service and was instructed by supervisor **** to purchase the item and give him the reference while he was on the phone and I would be issued a refund for the difference. After tax the refund amount would be $404.25. ($1397.72 - $1801.98). **** mistakenly said the refund would be $502.98. Order # *******-********
  He also took down my phone number and assured me a call back.
  This phone conversation was recorded.
  Ref#**********************
  
  I tried texting customer service through the Walmart.com texting function on 6/9.
  They could not help me as they are unable to listen to recorded voice conversations. Ref# *******************
  
  **** didn’t call me back so I called walmart customer service again and spoke to ***** on 6/18. ***** said he listened to the recording and assured me that he would issue me a refund but he had to write an urgent email first. He said it was to the “seller”. ***** said I would get a response to the email and I was to call back Walmart customer service to get my refund. Here is the reference to that conversation. Ref# *****************
  
  On 6/19 I read the email. Here is the response to whatever Walmart asked. I cannot see what Walmart said.
  “the original item is **** not ****, with ****+103 (tax) customer paid 1802 there is no price error.”
  
  I called Walmart customer service again on 6/19. I spoke to supervisor Areeba and manager ****. They said there was nothing to be done to refund me partially. **** admitted that false information was given to me previously in regards to a promise of a partial refund but still would not issue any refund. Ref #**********************

  

  Business Response

  Date: 07/03/2025

  Walmart received a Better Business Bureau complaint from ****** ****** regarding
  his recent order. We thank you for the opportunity to address Mr. ******’s concerns
  and appreciate the time he has taken to provide us with his feedback and
  comments.
  
  After we received Mr. ******’s complaint, we reviewed his Walmart.com account
  and order history. Mr. ******’s order was from Value Tech, a third-party
  Walmart Marketplace Seller. Per Walmart's Terms of Use, by purchasing a product
  from any of our Marketplace Retailers, you acknowledge that all Walmart
  Marketplace orders will be fulfilled by the third-party Marketplace Retailer
  and not Walmart. The Marketplace Retailer (and not Walmart) will be responsible
  for all processing, shipping, returns, and customer service related to your
  Walmart Marketplace order. Products purchased from a Marketplace Retailer can
  only be returned to that Marketplace Retailer in accordance with its return
  policy. Each Marketplace Retailer’s shipping information, return policy,
  customer service information, and Marketplace Privacy Policy can be found on
  that Marketplace Retailer’s Seller Information page. For other terms that apply
  to Walmart Marketplace, including important notices and disclosures, see About
  Marketplace.
  When customers order products from a Marketplace Seller, the Seller
  manages and supports the order, including the product description, shipping,
  customer service, exchanges, and returns. Walmart.com provides information for
  each seller, such as contact information and return policies on the product
  details page and throughout the purchasing process.
  On May
  21,2025, Mr. ****** ordered an ASUS ROG Strix G16 16 inch QHD Nebula 240Hz
  Gaming Laptop for pickup.  When Mr.
  ****** went to pick up the laptop he was told that it was not available, and a
  refund was processed. Mr. ****** tried to order the same item and found that it
  was more expensive. Mr. ****** contacted Walmart Customer Service and was told
  by a supervisor to purchase the laptop at a higher price, an exception would be
  made, and an adjustment would be processed to match the price to the original
  price Mr. ****** paid. Mr. ****** agreed and purchased the laptop at the higher
  price. An adjustment was not made and Mr. ****** contacted Walmart Customer Service
  again and was told there would be an adjustment made as Mr. ****** was told. Mr.
  ****** received an email stating that a price adjustment would not be made as
  there was no error in the order. On July 1, 2025, Walmart contacted Mr. ******
  and informed him that an exception was made, and a price adjustment was made.  As such, Walmart considers this matter closed.
  
  Again, we thank Mr. ****** for his feedback and comments. If either of you have
  any further questions or comments, please feel free to contact us.
  
  Sincerely,
  
  ***** C.
  Walmart

  Customer Answer

  Date: 07/03/2025

  
  
  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:06/24/2025

  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 purchased Air Fryer on May 23, 2025, I am having some issue with Air Fryer. It had a lot of burning smell coming out of machine and a lot of electrical burning as well. Very bad odor. I wanted to ask for replacement and they cannot help me and very frustrating to speak with them through customer service. The price I purchased was on sale and I couldn't purchased for same price again. It was very frustrating. I would like to speak with someone in corporate office. Please contact by email.

  

  Business Response

  Date: 07/03/2025

  Walmart received a Better Business Bureau complaint
  from ****** ********* regarding their recent contact. We thank you for the
  opportunity to address ******’s concerns and appreciate the time they have
  taken to provide us with their feedback and comments. 
  
  After
  Walmart received ******’s complaint, we reviewed their account and order
  history. ****** placed an order for an air fryer on 5/23/25 and after some
  time, it became defective. ****** contacted Walmart.com on 6/19/25 to report
  the issue and asked for a replacement. Customer service was not able to assist
  with a replacement due the item being out of the replacement time frame. ******
  was then refunded for the air fryer. We contacted ****** to gather additional
  details and feedback regarding their experience and confirmed they were
  refunded in full and can discard the item. As such, Walmart considers this
  matter closed. 
  
  Again, we thank ****** for their feedback and comments. If either
  of you have any further questions or comments, please feel free to contact us.  
  
  Sincerely,  
  *****
  Walmart

  Customer Answer

  Date: 07/03/2025

  
  
  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:06/24/2025

  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 PS5 for pickup at the Franklin, WI store. When I got there, they said it had been canceled since they didn't have it in stock. When I got home, I logged in, and I canceled the order for pickup since it looked like the order had not been canceled. I then submitted a new order for delivery, but that order was canceled by Walmart within a minute. In the meantime, I ordered the PS5 from Target, and it will be delivered within two hours. I want to make sure neither of these order go through, and I also want a detailed explanation of why the order was canceled. Clearly, your security process if flawed when someone tries to order something twice, and is denied twice. Orders: **************** and ****************.

  

  Business Response

  Date: 07/01/2025

  Walmart received a Better Business Bureau complaint from ***
  **** regarding his recent contact. We thank you for the opportunity to address Mr.
  ****’s concerns and appreciate the time he has taken to provide us with his
  feedback and comments.
  
  After Walmart received Mr. ****’s complaint, we reviewed his
  account and order history. Mr. **** placed an order for a PlayStation 5 on
  6/19/25 for pickup at the store. The store cancelled the order due to the item
  being out of stock. Mr. **** attempted to place another order the same day;
  however the order was cancelled due to established system checks. Mr. **** had
  concerns regarding the cancellation and contacted Walmart.com to report the
  issue and confirm the orders were cancelled. We contacted Mr. **** on 7/1/25 to
  gather feedback regarding his experience and confirm the orders were indeed
  cancelled. We confirmed that Mr. **** was not charged for either order. As
  such, Walmart considers this matter closed.
  
  Again, we thank Mr. **** for his feedback and comments. If
  either of you have any further questions or comments, please feel free to
  contact us. 
  
  Sincerely,
  *****
  Walmart

  

  Business Response

  Date: 07/04/2025

  Walmart has received Mr. ****’s rebuttal regarding his
  original Better Business Bureau complaint. We have also received Mr. ****'s additional
  feedback, indicating that he is not satisfied with the resolution.
  
  At this time, our response remains unchanged, and
  Walmart.com considers this matter closed. However, we would like to provide
  additional information. As previously stated, both orders of the PS5 were
  cancelled.
  
  Regarding the cancellation of the second order: to ensure a
  safe and reliable shopping experience, as well as compliance with all
  applicable laws, all orders go through a thorough verification process. This
  process helps us identify and prevent any potentially fraudulent activities,
  safeguarding both our customers and our business. While we understand that this
  may cause inconvenience at times, this additional scrutiny is necessary to
  maintain the integrity of our services. Per our Terms of Service:
  
  "We reserve the right to refuse or cancel an order for
  any reason including limitations on quantities available for purchase,
  inaccuracies, or errors in product or pricing information, or problems
  identified by our credit and fraud avoidance department."
   
  Regarding the mailing list: Mr. **** can manage his
  communication preferences by logging into his account, selecting Account,
  clicking Settings and then click into Communication Preferences.
  
   If either party has
  any further questions or comments, please feel free to contact us.
  
  Sincerely,
  *****
  Walmart

  Customer Answer

  Date: 07/08/2025

  I never signed up to receive promotional and solicitation emails, and the fact that Walmart won't even lift a finger to take me off their email list speaks volumes, and gives me plenty of reason to show more at Target and other competitors. Excellent jobs pushing a way customers, so I now have a great reason to close my Walmart account and shop elsewhere. All you have to do is take me off the email list I never signed up for.

• Initial Complaint

  Date:06/24/2025

  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.

  On May 24, 2025 I purchased what I thought was a good deal on a perfume from walmart.com. I had seen/touched/smelled this perfume at a store so I knew what I was buying. Not having looked at feedback, I would’ve noticed that that this item was actually not coming from a Walmart directly, but one of their third-party vendors (1AQUALITY LLC) and that everyone else who had purchased it had sent the same thing that it was a fake item. When I received it on May 31, I instantly noticed that the box the perfume was in was of very thin and bad quality and then I opened the plastic wrapper. A very strong chemical from the plastic bag that perfume comes in came out. I pulled the perfume out and noticed it had some black specs on the bottle and it just looked dirty around the cap area too. I was afraid to even spray it thinking, what the hell is in here? Also the sticker was crooked too on the bottle so I immediately called Walmart regarding a refund for what was clearly a fake item. They said that we had to contact the seller and get a return label so I said OK please do that. The seller reached back out within a day or two and they explain that their return policy does not include a full refund when the package is opened and I said well how the heck am I supposed to figure out that this is not a legit item without opening the plastic and box? I have since been in contact with Walmart, for three weeks now, and all they do is string me around and make believe that they’re giving me a credit but nothing actually nothing comes through. They also said I had to cancel my dispute with the credit card, which I did, or they couldn’t put through the credit which was a total lie. They have given me excuse after excuse and made me start from the beginning during each call with no solution. They are like robots following a script and they still have not removed the seller from their website. So they do absolutely no due diligence on who they put on there.

  

  Business Response

  Date: 07/03/2025

  Walmart has received a complaint from a customer, Ms. *** *******, via the Better Business Bureau. The complaint is related to a product Ms. ******* . purchased on May 24, 2025,    from one of our Marketplace Retailers, which Ms. ******* has reported as being counterfeit.
  Upon review of the complaint, it was understood that Ms. ******* is dissatisfied with the product received. As per Walmart's policies and terms of use, all Walmart Marketplace orders are fulfilled by third-party Marketplace Retailers. These retailers are responsible for all aspects of the order, including processing, shipping, returns, and customer service. Therefore, any returns should be directed to the Marketplace Retailer, in accordance with their return policy.
  **********************************************************************************************
  

  In light of the severity of the complaint, we have initiated a counterfeit review process with our team. Additionally, a link to our brand portal was provided to Ms. *******   to facilitate their claim filing.
  ******************************************
  

  We appreciate the customer's feedback and remain open to further questions or comments. This case is currently under review, and we are committed to resolving this matter in accordance w ith our policies and in the best interest of the customer.
  

  Sincerely,
  *******

  

  Business Response

  Date: 07/03/2025

  
  Walmart received Ms. *** *******'s rebuttal arising from her original Better Business Bureau complaint. We regret that we were unable to provide a satisfactory resolution to her concern and appreciate her additional feedback.
  
  The tools available for reporting any counterfeit/fake items concerns and provide brandportal link.
  ******************************************
  
  We have advised Ms. ******* we have addressed the concern on our end to the appropriate team regarding the counterfeit item.
  
  At this time, our response remains unchanged, and Walmart considers this matter closed. If either of you have any further questions or comments, please feel free to contact us.
  

  Sincerely,
  

  *******

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  So they have not provided a refund or a return label but instead (and I repeat) they want the customer to do their due diligence for them and swear under penalty to something that isn’t their iob. That explains alot of this company’s incompetence and even at this level they don’t seem to understand this. Its clearly on purpose. The listing is still there and so is the vendor. Walmart is a horrible company.
  
   Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:06/23/2025

  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.

  **************** is my order number. On june 3rd i chatted with a walmart supervisor about this defective ipad that arrived cracked in half, when I went to start a return online it said it could not be returned via mail and had to be returned in peron, however the closest walmart was 2 hours away, the supervisor then agreed in writing on chat THAT I DID NOT HAVE TO RETURN THE ITEM AND TO KEEP IT AND THAT THEY WOULD REFUND MY CREDIT CARD BY JUNE 17TH AT THE LATEST. Ithen chatted 2 more times to check on the refund as was told again by another supervisor i would be refunded by June 17th...it is now June 18th and still no refund , now I am on chat again and they are saying "someone made a mistake on chat and now they need me to return the item to get my refund" THAT IS NOT WHAT I WAS TOLD ON JUNE 3RD, I WAS TOLD AND I HAVE COPIES OF THE CHAT I WOULD BE REFUNDED AND DID NOT HAVE TO RETURN IT. WALMART OWES ME A FULL REFUND TO MY CREDIT CARD FOR THERE LIES AND MISTAKES

  

  Business Response

  Date: 07/01/2025

  
  Walmart has received a complaint submitted through the Better Business Bureau by Ms. ****** ******* regarding a purchase from a Marketplace seller on May 29, 2025. Ms. ******* initially contacted the seller for assistance with a return but was informed that the seller could not facilitate the process.
  Walmart's Terms of Use, as stipulated by applicable law, absolve the company of any responsibility or liability for the actions of any Marketplace Retailer, their products, or representations.
  Walmart operates an online marketplace program on its site, allowing Marketplace Retailers to sell and ship their products directly to customers. These operations are governed by specific terms, which state that all orders placed through our Marketplace are fulfilled by the third-party retailer and not by Walmart.
  

  The Marketplace Retailer is solely responsible for processing, shipping, returns, and customer service related to Walmart Marketplace orders. Products purchased from a Marketplace Retailer can only be returned to that Marketplace Retailer in accordance with its return policy. Detailed shipping information, return policies, customer service details, and the Marketplace Privacy Policy for each Marketplace Retailer can be found on their Seller Information page.
  

  Walmart reached out to Ms. ******* on June 26, 2025, and, as an exception, issued a return label to facilitate the return while addressing the Marketplace seller's refusal to assist.
  

  We sincerely apologize for any inconvenience this situation may have caused. Your feedback is important to us, and we are committed to improving our services. If there is anything further we can assist you with, please do not hesitate to contact us.
  

  Sincerely,
  *******
  

  
  

  

  Business Response

  Date: 07/07/2025

  Walmart acknowledged Ms. ****** *******’s rebuttal regarding a purchase made with a Marketplace seller on May 29, 2025, concerning a defective item.
  Upon review, two return labels were issued:
  Return Label Date: June 27, 2025
  Return Label Issued: July 2, 2025
  

  However, Ms. ******* has yet to return the item; therefore, a refund has not been issued.
  As a reminder, when purchasing a product from any of our Marketplace retailers, please note that all Walmart Marketplace orders are fulfilled by third-party Marketplace retailers, not Walmart. The Marketplace retailer is responsible for all processing, shipping, returns, and customer service related to your Walmart Marketplace order. Therefore, any returns must be made directly to the Marketplace retailer in accordance with their return policy.
  For your reference, you can review the terms and conditions here:
  Walmart.com Terms of Use
  

  Walmart’s stance remains unchanged. If Ms. ******* has any further questions or comments, she is encouraged to contact Walmart for additional support and discussion.
  

  Best regards,
  *******

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   THE CHAT AGENT TOLD ME NOT TO RETURN THE ITEM AND INSTEAD DISPUTE THE CHARGE WITH MY CREDIT CARD SINCE THIS ITEM WAS ALSO DEFECTIVE WITH SHARP GLASS BROKEN OFF FROM THE SCREEN THAT CUT MY HAND.   I WAS TOLD BY 2 PEOPLE TO DISPUTE THE CHARGE AND DISCARD THE ITEM
  
  
  
  Sincerely,
  
  
  
  ****** *******