Dear Wal-Mart Managment :
I would like to express my unhappiness and disappointment stemming from a recent trip to your Walmart Supercenter # 3857, located at 2151 Royal Avenue, in Monona, Wisconsin.
I went to your store on Sunday, July 11, 2010 with the seemingly simple task of returning a $29.99 Hamilton Beach toaster oven which I had purchased a few days earlier (on June 27th). The toaster didn't work correctly, and so I wanted to return it. I have just moved, so I had accidentally thrown out the box and accompanying papers, but I had my receipt, so I figured everything would work out fine. I have never had a problem returning any recent purchase to any store I have shopped in, provided I had the receipt with me.
And yet, Wal-Mart managed to make this simple task a frustrating and difficult process.
I was told that since I didn't have the manual with me, I couldn't make the return. The employee explained that she needed both a bar code to scan and the paper manual in order to complete the transaction. She suggested that she could use the bar code off another toaster oven of the same model, if I could go get one from the shelf. But she would need supervisor's approval to do the return since I didn't have the manual.
I told her I thought that was ridiculous, since I had the receipt, but that she should call her supervisor while I went with my daughter to find the toaster oven on the shelf. When I returned with the product, the clerk informed that her manager said I could do an exchange, but I couldn't get a refund without the paper manual.
I told her that was unacceptable. Why would I want a new copy of the same device, if the one I bought a week ago doesn't work? She said she could get the supervisor to come down to the counter to explain it to me.
The supervisor arrived, and told me the same thing: I could get a new copy of the malfunctioning appliance. They would take the manual out of the new one and keep it with the one I was returning. I explained to her also, that I didn't want another Hamilton Beach Toaster Oven, as the one I had didn't work correctly. You would sell me an item without the manual? I was unwilling to accept that as a solution.
Then the supervisor said she could arrange for me to receive store credit. I also found this an unacceptable response. After all this time, the best the supervisor could offer was store credit, when I had a receipt? Unbelievable.
I asked her to call her supervisor, she walked off saying she would. I never saw or heard from her again.
While we waited for a possible response, another supervisor happened on the scene. The first clerk again explained the problem: I wanted to return an item without the paper manual, but I had a receipt. The second supervisor said: "It's our policy that you need all the paperwork that comes in the box." I began reading out-loud the "Wal-Mart Returns Policy" poster hanging on the wall behind her. (http://www.walmart.com/cp/Returns-Policy/538459#37440 ) It stated quite clearly that items could be returned within 90 days, provided the receipt was present. None of the exceptions listed pertained to small appliances, nor did any of the exceptions mention needing the paper manual.
This second supervisor walked out of the room, without another word to me. She did not return.
Shortly after that, a store manager arrived, perhaps called by the first supervisor.
He heard the explanation from the Returns desk employee, and said, "You should do the refund." She said she would do so, but explained that this was contrary to her training.
It is simply unbelievable that you have policies in place designed to complicate a simple return. I also find it hard to believe that your managers and supervisors are all so powerless or disinterested, or both as to let a customer remain in such an unsatisfied state. I can't imagine another store where not one but TWO supervisors would walk away from an unhappy customer without saying another word, without coming back to see if my problem was resolved, without caring one way or another how it turned out. This is what passes for customer service in your store? I find it appalling.
Why would anyone want to shop in your store when they are treated this way? Is it by treating people with such little concern that Wal-Mart became the successful retailer that it is today?
I look forward to your response. Is this typical for Wal-Mart customer service? Is this how you train your supervisors to help people? As this was one of my first experiences at Wal-Mart, your response will help me determine if I shall continue shopping with you.
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