I will never cease to be amazed at the lack of customer service training in retail stores today. I suppose that is why extraordinary customer service is so noteworthy. One would think that a large mega mart geared to families and busy moms would have this down pat. But? Notsomuch. Allow me to indulge in a little story telling.
I’ve been reading about the health benefits of coconut oil, and one great way to incorporate more into your diet is to use it in traditional stove top popcorn. Of course, that would require a traditional stove top popcorn maker. I have never been a fan of Walmart, but when I saw Kelly’s recommendation for this stainless steel popcorn maker, I clicked. Surprisingly, it was in stock (evidently it often is not) so I decided to bite the bullet and order it. When it came time to choose my shipping options, I chose “site to store pickup.” Seemed easy enough. Rather than pay $8 in shipping, they send it to the Walmart location of my choice, and I pick it up when I’m in the area. Simple, right? Heh.
So last week I got an email saying that my popcorn maker was in, and I could pick it up anytime before August 6th. I put it off for a few days because Walmart isn’t particularly convenient for me to get to, and the kids didn’t want to make the drive. So on Saturday, I was meeting a friend down that way, and on my way home I stopped into Walmart to pick up my popcorn maker. I had butter and eggs in the car, and it was a warm day, but I figured I’d be in and out pretty quick. It was there and waiting for me, right?
Ahem.
So I parked and walked briskly into the store. I looked around and saw no obvious Site to Store counter, so I asked at Customer Service. “It’s all the way to the back, take a right, and then walk all the way to the far corner, and you’ll see an opening with a Site to Store counter,” I was informed. Well this is certainly inconvenient. It seems to me that a service that is supposed to enable a quick pickup might locate their pickup counter near the entrance to the store. I did note that at least there were restrooms at the front of the store. See, I can give credit where credit is due, although it pains me in this instance.
I marched to the opposite corner of the store and located the Site to Store counter, but it was remarkably vacant. I heaved a sigh and looked around, trying to spot an infamous blue jacket. While I waited, I pulled up the email with all the pertinent information to my blackberry so I’d be ready. Five or six employees came and went in the course of the next ten minutes, several offering to find someone to help me, while I waited and furiously tapped out my frustration to the Twitterverse.
Finally an unenthusiastic employee in the telltale blue jacket graced me with her presence and offered her assistance. I showed her the blackberry and stated my mission, and she pulled up my order on her screen. Then she muttered something about a bin number (or lack thereof?) and wandered off into the abyss that I assume was the storeroom to find my popcorn maker.
Five minutes passed, and my Twitter tantrum escalated. Fortunately for my nice-girl reputation, I deleted about half of my tweets before I posted them.
Finally, the indifferent employee returned WITHOUT MY POPCORN MAKER. Surprise of all surprises, she was having trouble finding it. She mentioned a bin number again and went back for a second try. Another employee happened by, and this one seemed a little more motivated to help me. When I told her the girl was having trouble finding my item, she went back to help.
Another five minutes (or ten?) passed, and the first employee appeared from the stockroom empty handed and informed me that it wasn’t there, but maybe it’s still on the truck or something.
“On the truck? I got the email that it was in days ago.”
“I’m sorry, ma’am. But it’s not there.”
It’s not there. And that’s IT? By this time I was seething, and I wasn’t even trying to hide my disgust. Honestly, I don’t usually get so riled up. I try to be nice. You catch more flies with honey, right? But this was testing the limits of my goodwill. I was too mad to think straight.
I muttered something about being extremely aggravated, turned, and stomped off. I heard the lackluster employee behind me, saying to the next person in line, “May I help you?”
Huh-Uh. Wrong answer. How about, “Ma’am, I know this is unacceptable. Let me take your name and number and I’ll have a manager contact you.”
Or what about, “Ma’am, I’m so sorry you came all the way out for this. Let me take your name and address, and I will have another popcorn maker shipped you to you, free of charge.”
Oh no. No! Nothing. Just on to the next customer, and thank heavens THAT beyotch is gone. (I’m SURE that’s what she was thinking. Wouldn’t you?)
I huffed and puffed all the way to my car, trying to decide what to do about the situation.
Once I had time to think straight, I determined that I would call back, ask for a manager, and demand politely request that the item be shipped to me.
So I got home, cooled off, got my order information in front of me, and called the store. I politely asked to speak to the manager on duty.
“What is this regarding, so I can direct you to the proper department?”
“This is about a site to store order.”
“Oh. Okay. Just a minute.”
Pause.
Another voice graces the line, one that does not sound particularly eager to be helpful. Why do I feel that I’m not talking to someone in charge?
“May I help you?”
“Yes, I certainly hope so. I placed a site to store order. A few days ago, an email informed me that my order was ready. When I came to your store today, it could not be found.”
“Okay, was it the popcorn maker?”
“Yes, it was.”
“Oh, it’s here.”
“It’s there? You have it?”
“Yes, it’s right here. It was on the truck.”
“Oooooookay. See, I’m gonna need you to mail it to me.”
“I’m sorry, ma’am, you’re going to have to come back and pick it up. We can’t mail anything from back here.”
“Oh, no, no no. That is not the right answer. I already drove down there once. Your store is out of my way. Someone needs to have it mailed it to me.”
“No ma’am, we can’t do that.”
“Then you need to put me in contact with someone who CAN.”
*sigh* (His, not mine.) “Hold on just a minute.”
*SIGH* (Mine.)
Another voice, this one sounding more helpful from the get-go. “Hello, ma’am. This is Brian. How may I help you?”
“Hello, Brian.” Repeat entire story.
“Ma’am, we cannot mail anything from…”
“Okay, so here’s the thing. I already drove 10 miles to get my item, and I waited in your store for 30 minutes while my butter melted in the car and our employee looked for my popcorn maker. I should not have to come back again. If you can’t mail it from your store, then you can certainly order another one from the warehouse and have it shipped. At no additional charge, of course.”
“Let me take your name and number, and I’ll get back to you.”
Three hours later, I get a phone call from Brian. This time he sounds like a customer service representative who has been trained properly. “Hi, ma’am, I’m so sorry it took me so long to get back to you. I was waiting to hear from the warehouse. We will get this shipped to you, and if I have to go to the post office and put postage on it myself, I’ll make sure it gets mailed to you.”
*stifles giddy laughter*
“Thank you, Brian. I really appreciate this.”
“No problem, ma’am, I’m sorry for your inconvenience. Good night.”
And that, my friends, is why I hope to never shop at Walmart again.
Oh, and evidently I’m not the only one disenchanted with this fine megamart. Ohmommy had a similarly disappointing experience this weekend as well. Seems to be a trend.
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You know what’s funny? I tweeted about my walmart fail and so many people responded with similar stories.
I really hope Walmart is reading.
Coconut oil? I must learn more about the health benefits.
You’re lucky to have caught someone, much less a manager, on the phone. I tried saving $10 by ordering a deli platter from them last week, but after spending 30 minutes on the phone, and SIX phone calls later, I’m never shopping w/ them again.
Don’t count on it until you have the popcorn maker in hand! I hate the Exton Walmart! You forgot to mention how DIRTY it is!
I hate WalMart. Absolutely 100% cannot STAND that store. Alas, it is alarmingly close to my house and sometimes you just have to run in there, which is REALLY not good for my blood pressure. I also feel bad for whoever I see first after my trip to WalMart because I will inevitably unleash a rant on them. :p I’m glad you finally got someone to help you!
I hate Walmart as well. On top of poor customer service how about the face that they force companies to see their products to them at insane low prices so we get all of our jobs shipped over-seas. lol sorry about my little political rant there.
Do I get popcorn at BlogHer?
I’ve had several awful experiences at Walmart. So now we are strictly Target people. I hope Target can keep things at a respectable level of customer service with the way things are going these days!
I hate Wal-Mart with a passion. We do shop at Sam’s Club, but only on certain days and times. If we *have* to go to Wal-mart, it’s usually around midnight in the middle of the week.
So funny, I was going to tell you to go read OhMommy’s post! HA!
Sorry this happened to you but at least they are sending it to you after all. I’m actually surprised by that. Hope you get it soon!
I have boycotted Wal-Mart for about a year now. The only time I have been in was to pick up boxes of 24-count Crayola crayons for a quarter last week. I never find what I am looking for and there is never anyone around to help. Very frustrating. I’m glad you are getting what you want YOUR way…finally.
Oh, I so agree. I don’t know why I continue to be floored by bad service – ’cause it’s such the norm these days – but I am. I still hold out hope for small miracles in customer service. And the other thing I wonder is….if unemployment is so high, there should be a larger (better???) talent pool to choose from, but apparently that’s not the case.
I can so understand your rant!!
Walmart was selling T-shirts with toys attached over the winter, so I went and got my boys each one, Mind you there was 3 racks full of these shirts, so I bought 3 and went to cash out. They could not be sold, because they had lead in the toys and on the screen printing of the shirts. I said ok, I can understand that… 2 weeks later, I was in there for something else and low and behold, the racks were still there, So I mentioned to an employee why are the shirts still up to be sold, He said the manager said they were not going to pull them because some employee’s will still sell the shirt anyways so they left them up… I called corporate and got no where…..
I have had similar experiences and I’m always thinking in my head “You’d better have good customer service or I will be writing about you on my blog.” Ha!
How frustrating, but not surprising for Walmart. It reminded me of this blurb I just read, that cracked me up.
http://blogs.moneycentral.msn.com/smartspending/archive/2008/03/28/wal-mart-vs-target-which-is-better.aspx
My favorite quote: Steve, of Steve-Olson.com, back in 2006 listed 10 reasons why he prefers Target, including “I’ve never seen anyone wearing a NASCAR shirt, purple sweat pants, and pink fluffy slippers at Target.” Also, the aisles at Wal-Mart are too narrow, the employees are surly and not helpful, and the customers look depressed.
It’s so true that’s what makes it funny!
great. i just ordered something shipped site to store for the first time this weekend.
grrrrrrrrrrrrrrrrrrrr
i hate walmart!
and their baby carrots are soggy, too!
How frustrating. Nothing like poor customer service to turn away a throng of potential customers forever.
We’ve also had a strange experience with a Walmart site-to-store purchase. Everything went fine and we got what we ordered without any hiccups. After we’d gone and picked it up, the store called to remind us to come pick it up. When we didn’t go back (because we already had it), they gave us a full refund! We got it for free.
Reading these stories helps me not to feel too guilty about it.
I hate shopping at Walmart too. I never had to in Michigan, but alas, we are in Georgia now. There are no Meijers here, just Walmart. No other viable options.
There is only ONE Walmart on the face of this lush green planet that I was step foot in. It’s farther for me to drive, but it’s on my way home from school. It was built in a “nicer” part of town, so it’s the nicest, cleanest, most helpful Walmart I’ve ever been in. I should say it’s the ONLY clean, nice, helpful Walmart I’ve ever been in. I can’t STAND Walmart, never have and never will! I don’t care if it’s the
“low price leader”, I refuse to lose my sanity just to save a few buck. I truly think my blood pressure went up a few notches reading your story. All I’ll say is “YOU GO GIRL!!!” Way to stick to your guns and get what you want! Now, let’s hope you’re popping popcorn in coconut oil very soon!
I really hope this gets back to Walmart. They have been “courting” the mommy bloggers and coming to our conferences going on and on about how they care so much about us, but until I see that happening on a store level, I will not shop there. I have dealt with them both as a vendor and a customer and NIGHTMARE is all that comes to mind.
I truly think until they start paying and treating employees better this problem will never be solved. I avoid that place like the plague except to go in their entry way for a Redbox movie
I haaaaaaaaaate Walmart and only go there when I absolutely HAVE to. AND it’s only 2 minutes from my house.
I had two similarly disappointing experiences.
1. A couple years back I call to double check that they take competitor coupons (as in Target). Person says yes, of course. I go there, get my stuff, check out, sorry! we don’t take Target coupons. Well, you said you did when I called. Manager also says no. I go out to my car (brand new, might I add) and a cart has been slammed into the back of it, now sporting a brand spankin new paint chipped scratch.
2. I tell deli lady I want my turkey sliced thin. It is NOT thin. I tell her I don’t want the 1/4 inch thick turkey and that I’ll come back after the rest of my shopping and pick up the correctly sliced turkey. I come back, she hasn’t done it. Apparently I just said I didn’t want it. Then I get to wait ANOTHER 20 minutes while she figures out how to thinly slice turkey.
Moral of the story – I don’t think I’ve been to the store a single time without something obnoxious happening. And the lines are always a mile long even though they have like 20 check out stations.
And so did Ashley (over at Ashley’s Closet, but I don’t have the link, sorry), just this past week. I think it is crazy that two of the blogs I regularly follow had problems with the superstore this week. I truly believe they are evil, but I’m glad they fixed your problem.
Oh and apparently it’s required for employees to not even know what sundried tomatoes are, among various other “delicacies.” Especially annoying when it took ten minutes just to find someone to ask where they were because you already checked in the 3 possible logical locations and didn’t find them.
I was just there today and it is different. I actually heard some blue shirts cheer one of their coworkers saying ‘wow, you’re actually working today’ — no wonder your site to store experience was a nightmare. Good for you being so persistent and glad it worked out but it shouldn’t have to be that way.
I really wish I could avoid Wal-Mart all together but since we don’t have a nearby Target that is just not gonna happen. I have not decided if I like the site to store or not since it does take them FOREVER to find it. My super tiny (probablly the smallest Wal-mart in America) has stopped carrying a lot of items (such as window blinds) and when you ask for them they say to go online and use the site to store free shipping option. But when I go to wal-mart I want the item right then not in 3 weeks (which is about how long the site to store shipping takes). Wal-Mart thinks they came up with a great idea but in realty it stinks!
Ok, girl–you need to know that all you need to make good old fashioned popcorn on the stove is a big ‘ol pot! LOL Just put a tablespoon or 2 of oil in the bottom and dump a single layer of kernals on the bottom. Crack the lid and wait a few minutes. I like to shake it a few times in between. I’m just mentioning all of this in case your plan B fails too. I would be in total shock if your popcorn maker actually made it to your doorstep with no further intervention! You will have to let us know!
I have been boycotting Walmart recently too. Always too much of a hassle. Something always rings up wrong, they miss a coupon, won’t adjust a coupon down, etc….. usually makes my head explode. I avoid Target for the same reasons. Their CS is just as bad.
This is one of the reasons I’m so glad there is no WalMart that is convenient for me. No temptation to shop there EVER!
Walmart is my favorite store LOL I actually love the place and think the workers are alot nicer then ummm Meijers for example. Also, I can actually afford their stuff – everywhere else I’ve looked, stuff is marked up insanely (like, the same exact stuff that’s at Walmart). Site-to-Store is not so great unfortunately…they really need to set up an actual employee to work it, I don’t use it too often for that exact reason. and they are at the back of the store because that’s where Layaway used to be.
ANYWAYS I think it’s great that you complained. Places won’t change until more people start complaining about their behavior.
I despise WALMART. Naturally, I love this post
Their customer service isn’t the best – I’m with you on that. BUT – their prices (on most items) are, which is why I continue to have to shop there.
**sigh**
You just have to have low expectations going in…
Reading this makes my blood boil. Wal-Mart or not poor customer service is unacceptable.
I could spout off 10 similar stories. Ridiculous!
I do find that Target tends to have better customer service, and cleaner better laid out stores. While it is not acceptable my husband always says “They aren’t working at Wal Mart (or whatever minimum wage job) because there is a shortage of brain surgeon positions available.” We did notice as the economy went down our service at fast food resturants tended to go up. We thought people were being forced to take these jobs after being laid off. Just some food for thought.
In which I roll my eyes. And sadly it isn’t just wal-mart. Customer service has gone the way of the wind.
Nell
I had a similar experience with site-to-store, but thankfully they found the (huge) car seat after waiting for about 1/2 hour. SO frusterating. Thankfully, a WinCo just moved in down the street and I hardly ever visit our local Walmart
I hate Walmart. For several reasons not related to any customer service disasters. But, one time I was accused of stealing someone’s credit card to use. Oh, that’s not what the cashier said exactly. He looked at my card, then up at me,then SAID, boldly and baldly “THIS isn’t YOU!” No Sh*t Sherlock. You don’t think I’m David X. Xxxxxxxx??
I have had equally dismal experiences as you did while at K-Mart.
HAD to comment. Only my main complaint with Walmart these days is that there always seems to be a party going on and I wasn’t invited. Is anyone else out there noticing that when you go to a Walmart there seems to be “Families” everywhere. And they’re all having fun?? The local super Walmart about 30 minutes from where we live is always crowded. And there are kids everywhere, running everywhere, playing with toys, etc. The last time I went there was a guy in his 20′s throwing a football to a few of his friends. There were kids playing tag. And tiny, tiny babies being carried around like a sack of flour. I wanted to scream to these people to take their babies home. They’re too small to be out in public. No one seems to care that other people just wanted to shop and pick up a few items and weren’t there for the “fun” that the majority of people seemed to be there for. I even commented to the lady at the check out and she just rolled her eyes and agreed! She said this is normal! I politely told my husband that under no circumstance would I ever want to go to Walmart just for fun!
Ah yes, the legendary Walmart customer service. I too once had a VERY bad experience about ten years ago. I swore off Walmart also, and stuck to it for about three or four years. Lately I’ve been back in the store for some things (my part-time job takes me there every other week, so it’s not out of my way). I have come to the zen point where I know without a doubt that customer service there is non-existent at best and just don’t expect it. You get what you pay for right? Sorry you had a poopoo experience there too, but I’m glad someone was finally able to work with you.
I have never liked walmart.
Can we form a Walmart haters club?! I can’t stand our neighborhood Walmart and will not go in there. But Target is my best friend!!
As soon as you mentioned Site to Store I chuckled a little because I knew what kind of story we were in for!!!
I too am puzzled as to why it is not located at the FRONT of the store so it is convenient for the CUSTOMERS to get their sometimes large packages to their car…Nooooooo it is in the back so it is convenient for the EMPLOYEES to move the packages as short a distance as possible.
Enough said, or I will get my blood boiling!
Yeah, so my dad works at Wal-Mart in the hardware department, and he actually had a customer go out of her way to wait for a manager to compliment him on his excellent customer service – simply for finding the item she was looking for (after she had asked several other people). It seems that common decency and helpfulness is rare these days!
I assure you, Walmart is reading this. What an aggravating experience! I sure hope you get your popcorn maker.
(One of Walmart’s 11 Moms)
Yeah. I have to admit I’m not a big fan of Walmart either. But they do have great prices…
The Walmart closest to my house gives me hives. The one near my office is actually very nice. I hate hate HATE their customer service lines. They are always horrible. And I never really pick up on the “we love Walmart and we are SOOO friendly and down home” vibe you see in their commercials.
Glad they finally worked it out! They need to send you a bottle of wine, too!
This must be the same at EVERY Walmart in the Country! They did find my item but it took forever for someone to even show up and then forever again before they came back with it. I bought my daughter’s swimsuit there last year. This year I refused to even look at their site – I just went store hopping until I found one I liked so I wouldn’t have to wait so long.
Can’t believe you actually got people on the PHONE who would TALK…I’ve never had any success with that.
I learned this week that the cashiers are the lowest paid employees in Wally world….so sad! What statement does that make about the company when the person who spends the most time with the customer is the least paid!!!! Something is wrong with that picture…
I enjoyed your post…I vented right along with you!!
Susan
and that is why I TOO, hate wal-mart lol
I love me some Target though lol
I could just feel your anger with every minute in that story lol…you’re a great writer! I unfortunately, years ago, briefly worked for “them”..hated it! lol
Stockroom=very unorganized and that’s probably why they could not find your bin
noone ever stays at that site to store counter…we as employees have to “magically see you there” lol
Horrible!! sorry you had to go through that experience! I did like some of my customers though and got TONS of compliments and people would wait in my line(even if it was long) just go get my excellent customer service(if I do say so myself lol)I was even nominated for cashier of the month! haha
Jensmere, I totally agree!!! We had the bulk of the work and had to be the bagger and the cashier! very stressful..if people ONLY KNEW what went on behind the scenes there..oy vey, I’m stressed now haha
and yes, for the most part, there are alot of cashiers in there company who do NOT care about their job or the customer, but I, even with a higher education, still sucked it up, treated every customer the way I’d wanna be treated, and got on with my day!
I have to leave this post for now lol
I could go on and on!! Ginger!! OMG we had the same issues with stuff ALL the time! Okay, the stuff we were not allowed to sell, was usually toy related due to the lead..WHY ON EARTH is it STILL on the shelves?! crazy!! lol
I’d only know because on my register it would say “not allowed to sell” then it was up to ME to explaIN THAT to the customer!! whew, going to take some Advil lol
having bad flashbacks! Don’t even get me started on the crazy Christmas/black friday madness….haha!!!
Should have read this post before I went to Walmart this afternoon. Maybe then I wouldn’t have bought pork loin that smelled like fish when I opened the package. No, it wasn’t past its expiration date, but it definitely was spoiled.
It cracks me up that you have 50 comments. Almost everyone I know HATES WalMart. But you need it sometimes. Oh, such a bitter marriage.
The most furious I have been was Dec. 23, 9pm, when they had TWO CHECKOUT LANES OPEN. Stood in line for a freaking hour. Literally. But what else was Santa to do?
This might cheer you up. It is probably a sin, but it sure does make me laugh.
http://bitsandpieces.us/2008/10/29/wal-mart-bingo/