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Black Friday Gives Wal-Mart a Black Eye

By Mark Huffman
ConsumerAffairs.com

November 28, 2005

• Consumers Playing Rebate Roulette This Holiday Season • Beware of Zero Percent Financing • Survey Finds Consumers Wary about Holiday Returns • NYC Fines Retailers for Return & Restocking Fee Violations • Retailers Urged to Curb Violent Video Games • Smart, Careful Shopping Will Help Keep the Season Bright • Video Game Industry Gets a D+ • Negative Option Scams May Snag Online Holiday Shoppers • Black Friday Gives Wal-Mart a Black Eye • Retailers' Return Policies Getting Tougher • Watch Out for Hidden Toy Hazards • Safety, Shopping, Charitable Giving Tips • Nordstrom, Wal-Mart, L.L. Bean Top Customer Service Rankings • Consumer Reports Holiday Guide • The Gift That Keeps On Taking • Tis the Season to Avoid Identity Theft • Beware of Payday Loans • Best of All: Giving Without Shopping

Wal-Mart reports its Black Friday sales were strong, and above forecasts, but the nation’s largest retailer is coming in for harsh criticism from some of its shoppers. Before the end of the weekend, complaints were pouring into ConsumerAffairs.com that Wal-Mart stores did not have enough of their promotional merchandise on hand to meet demand.

"Wal-Mart advertised HP Pavilion laptop computers for $378.00 available on Friday morning between 5:00 am to 11:00 am. My wife and I left home at 3:30 a.m. and arrived at Wal-Mart at 4:05 a.m. When we arrived I noticed there weren’t any directions, signs or roped off areas to help with crowd control. When the doors opened there was mass hysteria crowding through one double door," writes Michael, of Tigard, Oregon.

"There was mass confusion, heated arguments, and lots of pushing and shoving. When a manager stated that there were only 25 units available, this created further anger, frustration, pushing and shoving," he added.

Elana, from Chicago, tells a similar story. She said a huge line had formed by the time Wal-Mart opened its doors at 5 a.m. When the doors opened, she said, it was a mad stampede that crushed people as they tried to cram through the doors.

"Fights broke out in the electronics department and employees were yelling for police and store managers over the intercom," Elana told ConsumerAffairs.com.

"Advertised toys were not available. I asked for the advertised game "Dream Life" and was told by the toy department manager that the game never came in and it was store policy not to issue rain checks."

Though U.S. media has been slow to report on chaotic conditions at Wal-Mart, a British newspaper, The Scotsman, reported on a number of incidents, including a security guard’s use of pepper spray on shoppers at a Texas Wal-Mart.

In the spirit of Black Friday over-the-top promotions, in which retailers attempt to outdo one another, Wal-Mart stores opened at 5 a.m. with a number of advertised specials. The sale price on lap top computers appeared to bring out the most buyers – and sparked the most complaints.

"The Wal-Mart Day After Thanksgiving Sale advertised laptops for $388.00. There was no posting about limited quantities and the ad stated (in fine print) "If you find that the item is unavailable you may request a rain check or we will offer you a like item at or close to the cost of the unavailable item." When we approached the Co-manager about the laptop, he was cocky and said that he wouldn't do it and we were out of luck," Elnora, of Wilton, Iowa, told ConsumerAffairs.com.

Frank, of Gilroy, California, complains that Wal-Mart failed to follow its advertised policy.

"Wal-Mart had laptops on sale at 5:00 a.m. but when I got there before 4:00 a.m. all the laptops were gone. They had handed out numbers at midnight, which I think is unfair. If you want to hand out numbers at that time then you should say midnight. That was unfair to many customers. I am very upset about that," he said.

Several consumers complained about a lack of security, saying the angry crowds threatened to get out of control at times.

"Getting trampled, punched and pushed trying to buy goods is something the company needed to deal with before hand. It is Wal-Mart's responsibility to insure consumers are not hurt entering their stores. They should have also told people who were in line for so long that other advertised items were not available," Elana said.

A Wal-Mart spokeswoman said the company was pleased with what happened Friday.

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