Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/02/2022

  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’m waiting on a refund of $504.13 from Walmart for two orders.
  Order# *************** for $382.66 Oct 21 was canceled and never received. Only $208.63 has been refunded; waiting on $174.03 to be refunded.
  Order# *************** Oct 23, the replacement for the 1st order, was supposed to be complimentary. I was charged $330.10. Full details below.
  Oct 21, I place an order for Walmart grocery delivery to arrive that evening. It never arrived.
  Oct 22, Saturday morning, I call Walmart to explain my order did not arrive and my family has plans today so I need to know when my order will arrive. Walmart rep calls the store then tells me the order will arrive in 30min please wait.
  Oct 22, Saturday afternoon, order still not arrived so I call Walmart again, rep calls the store then tells me they couldn’t get a driver yet, asks me to stay home as order may not arrive until 8pm but they’ll comp me this order for free.
  Oct 23, Sunday morning, order did not arrive so I call Walmart, they said they need to cancel the order and I can just enter it again and it will arrive this time. It finally did arrive Sunday.
  Unfortunately, I still haven’t been fully refunded for the first order that never came nor the replacement order that was supposed to be comped in exchange for having canceled my entire weekend and spent it at home waiting for grocery delivery.
  I’ve called twice since but they just keep telling me to wait; I don’t believe them anymore. I think Walmart reps tell you whatever they need to so they can get you off the phone and move on to the next customer. They have no regard for you time, plans, or grocery delivery.
  I would like my $504.13 from Walmart, refunded to my original payment method PayPal, as I was promised by Walmart representatives. If you don’t believe me, ask for the record of the calls from Oct 22.

  

  Business Response

  Date: 11/16/2022

  Walmart.com received a Better Business Bureau complaint from Ms. **** ***** regarding her recent contact. 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 contact history. Ms. ***** states she should have not been charged for order# ***************. Ms. ***** canceled order#order#*************** and missing $174.03 refund.
  
  We have reached out to Ms. ***** on 11.16.2022 and let her know we had reached out to Paypal for the missing $174.03 refund. And escalated order#*************** to the store team to review why Ms. ***** was charged for the order.
  
  Again, we thank Ms. ***** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely,
  *******

• Initial Complaint

  Date:11/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 10/21/22 I MADE A WALMART ONLINE ORDER ******* ********. ITEMS RECEIVED EXCEPT FOR ONE. THE ITEM THAT WAS NOT RECEIVED WAS SPECIAL KITTY COMPLETE NUTRITION DRY CAT FOOD 16LB. I RECEIVED 4 ONLINE UPDATES, EMAILS AND TEXTS FOR DELIVERY ON OCT. 21 AND 22, FOR A TOTAL OF 4 SEPARATE DELIVERY TIMES BY LOCAL DRIVERS. EACH TIME I COMPLIED AND WAITED SPECIFICALLY. EACH TIME THERE WAS NO NOTICE OF NO DELIVERY. EACH TIME I WAITED FOR NO REASON INTO THE DARK OF NIGHT. LOCAL DELIVERY IS SO BAD THAT I HAVE PROBLEMS WITH DELIVERY ALMOST EVERY ORDER. EITHER WALMART WILL CANCEL THE ORDER OR I WILL. I HAD TO CANCEL THIS ITEM BECAUSE WALMART WAS SO BAD MAKING ME WAIT 4 TIMES. WHEN I CANCELLED THE ITEM, WALMART SENT DELIVERY TO ME ANYWAY WHICH MADE ME FURIOUS. THE DRIVER TOLD ME THAT WALMART DIDN'T WANT TO DELIVER TO ME BECAUSE ALL THE DRIVERS DIDN'T WANT TO DELIVER TO A SENIOR CITIZEN PUBLIC HOUSING. I HAVE BEEN SUFFERING WITH THIS FOR A YEAR NOW. ATTEMPT AFTER ATTEMPT WALMART HAS NOT REACHED OUT TO ME TO REMEDY THIS. MAKES IT HARD TO ORDER WHEN YOU DON'T KNOW WHEN AN ITEM IS BEING DELIVERED OR NOT. I WOULD LIKE TO BE ABLE TO ORDER FROM WALMART AND HAVE MY ORDERS DELIVERED TO ME EITHER THROUGH SHIPMENT OR LOCAL DELIVERY. I AM TIRED OF WALMART TAKING MY PAYMENTS, PROMISING LOCAL DELIVERY THAT DOESN'T SHOW UP OVER AND OVER AND OVER AGAIN. WALMART KEEPS PROMISING ME THAT IT WON'T HAPPEN AGAIN. BUT IT KEEPS HAPPENING NONSTOP. THANKS FOR YOUR TIME.

  

  Business Response

  Date: 11/11/2022

  Walmart.com received a Better Business Bureau complaint from Ms. ******* ****** regarding her recent contact. 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 contact history. Per Ms. ******’s she did not receive Special Kitty Complete Nutrition Formula Dry Cat Food, Chicken & Turkey Flavor, 16 lb, Size: 16 lbs. Upon review, the item was canceled, and no charge was posted in the account
  
  We contacted Ms. ****** on 11.10.22 and offered a $20.00 electronic gift card to reorder the item.
  
  Again, we thank Ms. ****** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely,
  *******
  Walmart.com

  

  Business Response

  Date: 11/28/2022

  Walmart.com 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. 
  Ms. ****** received the
  item from **** on 10-21-2022.  The order
  from **** did roll over to 10-22-2022 and would have been delivered by the
  InHome van had the customer not cancelled.
  Overall, the orders
  worked as intended and would have been delivered by the original delivery date
  had the customer not cancelled.
  We understand, the
  customer frustration was caused by all the email updates as the order was split
  three ways which caused the one order to arrive in three different shipments
  which caused her to receive multiple emails for each part of the order. The
  automated delayed delivery email that is sent to a customer during a driver
  search does not include specific timeframes.
  

  We can confirm, the customer received a $10 promo. In addition, we offered a $20.00 compensation for
  the inconvenience on 11.14.22. 

  At this time, our response remains unchanged and Walmart.com considers this
  matter closed.  If either of you have any further questions or
  comments, please feel free to contact us. 
  

  Sincerely, 
  *******
  Walmart.com

  Customer Answer

  Date: 11/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: WALMART IS NOT ADDRESSING THE LOCAL DELIVERY ISSUES WHENEVER I MAKE AN ORDER.  IT IS NOT JUST THIS ORDER.  IT IS ALL MY ORDERS.  I HAVE MADE 2 ADDITIONAL ORDERS SINCE THE ONE I FILED THIS ONE BEFORE THE BBB.  IT IS STILL CONTINUING.  WALMART IS STILL NOT ADDRESSING WHAT THEY CAN DO TO PUT A STOP TO THIS.  I KEEP ASKING FOR SHIPMENT INSTEAD OF LOCAL DELIVERY BUT WALMART ALWAYS CHANGES IT TO LOCAL DELIVERY.  I EVEN TRIED JOINING WALMART PLUS BY PAYING $99 A YEAR BUT I STOPPED THAT BECAUSE IT WAS THE SAME PROBLEMS OVER AND OVER.  EACH ORDER I MAKE, WALMART WILL PROVIDE A DELIVERY DATE, THEN CHANGES THAT TO LOCAL DELIVERY FOR THAT DAY, THEN IT GETS DELAYED AND THEN CANCELLED.  RIGHT NOW, WALMART IS SO BAD WITH THE LOCAL DELIVERY, IT ROBS ME AS A CUSTOMER OF TIME INSTEAD OF SAVING TIME.  THERE IS A PROBLEM WITH WALMART LOCAL DELIVERY AND I AM STILL ASKING FOR WALMART TO FIND OUT WHAT THE LOCAL DELIVERY PROBLEM IS   OR  JUST PROVIDE FEDEX TO DELIVER FOR ME.  I DON'T WANT GIFT CERTIFICATES.  THEY ARE USELESS WHEN THE PROBLEM CONTINUES OVER AND OVER AGAIN.  WALMART STILL HAS NOT ADDRESSED ANY PROBLEMS.  AND WALMART HAS MADE A FALSE STATEMENT IN THEIR ANSWER.  I WAITED 4 TIMES IN 2 DAYS WITH THE ORDER I HAVE REPORTED TO THE BBB ABOUT WHICH IS THIS COMPLAINT.  WALMART FAILED 4 TIMES WITH 4 DIFFERENT DELIVERY TIMES IN 2 DAYS FOR WHAT WAS PROMISED TO ME ON THE DAY IT WAS ORDERED.  THAT INFORMATION IS ONLINE AND CAN BE EASILY PROVEN.  WALMART WAS SO BAD, I COULD NOT WAIT ANY LONGER AND HAD TO SHOP ELSEWHERE FOR A REPLACEMENT PRODUCT.  I CONTACTED WALMART AND REMINDED THEM WHAT THEY FAILED TO DO AND CANCELLED IT AFTER WAITED 2 DAYS AT 4 DIFFERENT POTENTIAL DELIVERY TIMES.  WALMART NEVER DELIVERED THIS PRODUCT TO ME ON TIME AS THEY PROMISED.  WALMART'S ANSWER BY ME REACHING OUT TO THEM FOR A SOLUTION AS TO HOW TO REMEDY THIS LOCAL DELIVERY PROBLEM HAS GONE UNANSWERED.  IF YOU REVIEW THEIR ANSWERS, THEY HAVE OFFERED NO IMPROVEMENTS ON ANYTHING.      
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/01/2022

  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 October 3, 2022 I ordered a 10' x 10' Waterproof Canopy Tent from Walmart.com. Order# ****************. It was promptly delivered by October 5, 2022. I took it out of the box to use it for an event on October 15, 2022 but I was unable to assemble it properly because there were missing pieces. We tried to use it anyway, but due to the missing pieces, we were unable to properly use the product.
  I attempted to return it to the store on October 21, 2022 but was advised that because the order came from an outside company I would have to contact that company. The outside company is called UBesGoo. I initiated a return through Walmart.com and received an email from UBesGoo on October 21,2022 stating that because the order was fulfilled by Walmart, the Walmart Customer Care team would need to assist me with any issues.
  On October 24, 2022 I called the Walmart Customer Care team at the number provided by UBesGoo 1-800-925-6278 and spoke with Cielo who assured me they would send a return label within 48 hours that I could use to return the faulty merchandise. The promised return label never arrived.
  On October 27, 2022 I contacted the Walmart Customer Care team at the same number and spoke with Ana who assured me she was making "good notes" and sending them to the "Billing Department" who would contact me within 24-48 hours. I asked for a phone number or email address to the "Billing Department" but was advised that info was not available. As of today, it has been 3 business days since the last time I was assured I would be contacted. I have heard from no one at Walmart.
  I do not believe Walmart has any interest in refunding me the $74.19 total cost for this faulty merchandise.-
  Although this issue has caused me to lose money in potential sales and vendor fees, all I am asking for is a refund for the initial cost of the faulty merchandise. Please help.

  

  Business Response

  Date: 11/07/2022

  Walmart received a Better Business Bureau complaint from*Ms. ***** ****** regarding her recent contact. 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 November 7, 2022, we refunded Ms. ****** for her order. She should receive the refund on her original payment method in 7-10 business days. As such, Walmart considers this matter closed.*
  
  Again, we thank Ms.********for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us. *
  *
  Sincerely,**
  *******
  Walmart

  Customer Answer

  Date: 11/08/2022

  
  
  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:11/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my order **************** in September 2022. Walmart notified me by email they received the return and issued a refund of $51 on September 16th. However, the refund failed due to the original payment was made by a prepaid visa gift card. I contacted Walmart several times and each time the rep told me to request the refund to another credit card on file. I then requested the refund to my credit card ending in ****. However, almost 2 months passed, I still haven't seen the refund on my card ending in ****. Also, the reps that chatted with me assured me that someone from Walmart accounting department would contact me about it. That never happened either. I am now requesting refund in the form of check to me: *** ****, ** ****** *** *********** ** *****.

  

  Business Response

  Date: 11/11/2022

   
  Walmart.com 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.com received Mr. ****'s complaint,
  we reviewed his account and order history. Mr. **** returned order#****************.
  However, the refund for $51.00 failed to issue on the original form of payment
  on 09.16.22. To expedite the process, we offered a $ 55.00 courtesy eGift ************XXXX and sent it to j**********@gmail.com to
  cover the $51.00 failed refund.
  
  Again, we thank Mr. **** for his
  feedback and comments. If either of you has any further questions or comments,
  please feel free to contact us.
  

  Sincerely,
  *******
  Walmart.com

  Customer Answer

  Date: 11/17/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:10/31/2022

  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.

  Order number ****************
  29OCT22
  Order was not fulfilled by walmart services and cancelled without prior contact. Attempted to resolve with customer service multiple times, being bounced back and forth between calling the store and corporate. Final resolution was to have my order refunded AND have my original order fulfilled. This was told to me by 2 different customer service supervisors. Now they are saying they will not do that at all. All the conversations were recorded by walmart and these explicit promises would be heard on there by the walmart employees.

  

  Business Response

  Date: 11/17/2022

  Walmart.com received a Better Business Bureau complaint from Mr. ****** **** on his recent order. I 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.com received Mr. ****'s complaint, I reviewed his account and order history. I have sent Mr. ****'s information over for a specialized team to review and it was found the account was closed in error. Mr. **** can now make orders online. 
  
  As such we consider this matter closed.
  
  Again, we thank Mr. ****'s for his feedback and comments. If either of you have any further questions or comments, please feel free to contact us.       
  
  Sincerely,   
  ****** Walmart.com

• Initial Complaint

  Date:10/31/2022

  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.

  For reference, relevant Walmart.com ticket IDs are ********************** & ********************** & **********************. There were 2-3 additional chats which I do not have the ticket IDs for.
  
  The relevant Walmart.com order IDs are *************** & ***************
  
  Description of issue:
  A Walmart CSR via chat instructed me to place a 2nd order for an item. They instructed me to do this because they said they could not process an address change for the shipment destination, and would instead cancel the initial order - while I placed a new order to the desired address.
  
  The initial order ended up being marked as delivered and not cancelled as the CSR promised.
  
  I followed up with a new CSR via chat and instructed them to instead cancel the 2nd order which had not yet left the shipping facility. The CSR ensured me that this would cancelled and refunded and I would receive a confirmation email within 24 hours.
  
  I did not receive a confirmation email, and instead received a shipped notification for the 2nd order. I followed up once again with a CSR via chat and now they told me that the previous CSRS all failed to successfully process the cancellation and refund - and now I should instead have to deal with the hassle of a return in order to receive a refund.
  
  I am currently paying for 2x of a product because of the bad instructions and failures of CSRS and being told my only resolution is to deal with additional hassle due to failures on their end. The proper resolution would be the immediate refund of one of the orders.

  

  Business Response

  Date: 11/07/2022

  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. On November 4, 2022, we contacted Mr. ***** to address this concern. Mr. ***** stated that this has been resolved. As such, Walmart considers this matter closed.
   
  Again, we thank Mr. *****  for his feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
   
  Sincerely, 
  *******
  Walmart

  Customer Answer

  Date: 11/08/2022

  
  
  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.
  

• Initial Complaint

  Date:10/31/2022

  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.

  Order#****************
  
  I ordered a product from this company. Fedex claims it was delivered however I never received this package and i’m not going to be charged for something I don’t have. I contacted Walmart in regards to the situation in which the rep was very combative, non emphatic , rude and not willing to assist. I contacted fed ex in regards to the situation at hand fed ex advised to call Walmart but unfortunately Walmart decided to try to rob me. I work hard for my money and at this I don’t want to do business with Walmart anymore. I thought Walmart was a reputable company I see otherwise.

  

  Business Response

  Date: 11/15/2022

  Walmart.com received a Better Business Bureau complaint from Mr. ***** ****** 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.
  

  Walmart.com received Mr. ******’s complaint, we reviewed his contact history. Mr. ****** states he did not receive order# ******** ******** and contacted Walmart on 11.08.22 regarding FedEx tracking ************. We have initiated a trace with FedEx and has confirmed this shipment has been delivered on 10/28/2022 at 11:38 am at Mr. ******’s address.
  

  We had reached out to Mr. ****** on 11.15.22 and advised to dispute the charges with his financial institution.
  This allows the financial institute to review your case. In addition to legal reporting, most financial institutions offer fraud protection to replace funds pending investigation. The bank will contact our Walmart fraud team to request additional information, and we will work with them to investigate.
  

  Again, we thank Mr. ******   for his feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  

  Sincerely,
  *******
  Walmart.com

• Initial Complaint

  Date:10/31/2022

  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.

  I joined Walmart + to have grocery delivered to my house. My wife is handicapped, so it is much easier for us to have our groceries delivered. Last weeks order was delivered over 3 hours late. This weeks order had to be cancelled at over 16 hours late.
  
  I want a refund on the plus membership, since they can't deliver the groceries on their scheduled times. They tout it as better shopping and delivery experience. Yet that can't actually deliver the order on time or at all.
  This is a fraudulent business practice of getting me to pay for a convenience and not deliver on the promise.

  

  Business Response

  Date: 11/09/2022

  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. On November 9, 2022, we called and emailed Mr. ****** to address his concern. Once we hear back from him we will respond directly to him with the final resolution. As such, Walmart considers this matter closed.
  
  Again, we thank Mr. ****** for his feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely,
  *******
  Walmart

  

  Business Response

  Date: 11/10/2022

  Walmart received **** ******’s rebuttal arising from his original Better Business Bureau complaint. We have refunded Mr. ****** for his membership. He should receive the money back to his original payment method in 7-10 business days. At this time, our response remains unchanged, and Walmart.com 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: 11/14/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/31/2022

  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.

  This is regarding pick up order ****************. The store left the security cap on one of the items; when I followed up with customer service I was told by ****** that the item was refunded and to dispose of the item (reference# *******************). When I later received an email requesting the return of the item for a refund, I followed up with customer service and spoke to supervisor **** who confirmed what ****** had stated and said he would escalate to the billing team for a refund and to wait 3-5 business days for a follow up (reference# *******************).
  
  I never received a follow up so I again chatted with customer service a few weeks later and spoke to DEE from the AR team. Dee abruptly ended our chat in the middle of conversation and seemingly deactivated my account. The email I receive cited returns terms of use even though there were no returns ever completed in the account.

  

  Business Response

  Date: 11/15/2022

  Walmart received a Better Business Bureau complaint from*Mr. ***** Ma regarding his recent contact. We thank you for the opportunity to address Mr. Ma’s concern and appreciate the time he has taken to provide us with his feedback and comments.*
  *
  After Walmart received Mr. Ma’s complaint, we reviewed her account and order history. The executive escalations team is currently assisting Mr. Ma with his concern.
  
  Again, we thank Mr. Ma*for his feedback and comments. If either of you has any further questions or comments, please feel free to contact us. *
  *
  Sincerely,**
  *******
  Walmart*
  
  

  Customer Answer

  Date: 11/16/2022

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

  Hi *******,
  
  Thanks for the follow up. While I did receive a response from ******, the issue still hasn’t been resolved… 
  The problem is I’m being asked to return the item which has been disposed of per customer service rep ******’ instructions. He said the item was refunded due to the security cap being left on it and to dispose of it (I imagine this can be confirmed by reviewing the recording on ticket *******************). 
  I’d appreciate any help is resolving this refund issue. 
  
  Thanks.

  Sincerely,
  
  
  
  ***** Ma

  

  Business Response

  Date: 11/23/2022

  Walmart.com received ***** Ma's 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 the additional feedback.
  
  At this time, our response remains unchanged and Walmart.com considers this matter closed. If either of you have any further questions or comments, please feel free to contact us.
  
  Sincerely,
  *******
  Walmart.com

• Initial Complaint

  Date:10/31/2022

  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.

  Order # ************** placed December 7 2021.
  Received item (green quad ride on toy) in the mail. December 24th I assembled the item and realized that the charging cord had been cut during boxing process as one of the cut ends was still stuck in the staple in box. I made contact with walmart.com customer support and they sent me a whole new replacement toy. Fine great perfect. When I received the new item...I placed the old item still fully assembled (which would not fit completely into the box) into the box and left it hanging out of the box and took box and item to the brick and mortar Walmart store located in Bartlesville Oklahoma located on green country road. On September 28th of 2022, I received an email from walmart.com billing stating for me to contact them immediately in regards to the order # previously stated and told that the card used to purchase the item was to be charged a second time for $107.31 because they never received the original item that I returned to the store in Bartlesville. I spoke to someone on 2 different occasions and was told that they had all info needed and that I would be contacted via email within 24 to 48 hours. I never received any further contact so I assumed they found the item. Until October 15 or 16 when my mom said that there was a charge on her debit card for $107.31 and she was unaware of what it was for. ( I used my moms debit card to place original order.) I had been charged a second time $107.31 even though I returned the item to store. I called the billing department on October 17, 2022. The girl I spoke with went above and beyond to resolve my issue with success, I thought. Before I hung up from this call we spent 1 hour and 8 min on the phone and she spoke to at least 2 members of upper mgmt and several other steps and told me I was getting refunded 107.31. I called on 08/21 to check status and told it was being sent to manual refund department called 10/28 told again it was sent to manual refund depth.

  

  Business Response

  Date: 11/15/2022

  Walmart.com received a Better Business Bureau complaint from Ms. ***** ******’s regarding her recent contact. 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 contact history. Ms. ****** was recharged for order# ************** due to failure to return the damaged item. After reviewing Ms. ****** contact history, a Walmart representative advised her on November 02, 2022, the refund has been processed on 10.31.2022.
  
  *************
  *********** ******* ************
  ********** * ***** **
  
  Again, we thank Ms. ****** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
  
  Sincerely,
  
  *******
  Walmart.com