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Wal-Mart.com

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Miriam of Imperial, CA, writes (3/30/01):
STOP the order!
I have spoken to two "help desk" customer service representatives and the Supervisor today, March 30th, 2001.
I received two wrong items out of four that I ordered. Neither the customer service representatives nor the "Supervisor" were able to assist me. The so-called "Supervisor" said she had to charge my credit card again for Walmart.com to send me the correct items. Meanwhile, I could send the two items back and get a credit later, causing me further delays and inconveniences. She stated that this has been their policy for many years.

What is Walmart.com's policies and procedures for on-line order processing? How is it possible to get 2 wrong items out of 4? Is this common and that is why nobody I spoke to sounded surprised? What are the odds?

The "satisfaction guaranteed" phrase that Walmart.com uses is just that, a phrase. Not a real commitment or promise to their customers.

I am sorry to say how disappointed I am of the so called "customer service" I received over the phone.

You can expect ZERO business from me in the future and be sure I will persuade everyone I know and even those who I don't to do the same.

Twila of Dayton, PA, writes:
I do a lot of online ordering and was pleased to be able to place several orders with Wal-Mart's estore. I expected to pay reasonable shipping costs for the service. But the shipping and handling charges, especialy for the latest shipment I received, are nothing short of highway robbery.

An order that contained ten small items such as a fish net, deodorant, 2 oz. fishfood, the only large item being a bottle of detergent, the total cost for order being $31.66 was then charged $15.89 in shipping and handling costs.

A fish net that cost 78 cents wound up costing $2.07. Shipping and handling charges added to a $2.07 deodorant ended up costing $3.38 and the list goes on with every item charged similar outrageous shipping expenses. To add insult to injury, the package was delivered by my mail carrier in a garbage bag, everything in the shipment totally destroyed by careless packaging of the liquid detergent. The mailman said it had also destroyed a $30.00 mailbag.

When I called costomer service, it was first suggested I just clean things off which I immediately refused -- the slime things were floating in made me physically ill and nothing was salvagable. Then when I asked about the outrageous shipping charges on the fish net, I was told that probably had just escaped their attention and they would change it. But when I told the representative that every item had charges that doubled and almost tripled items cost, I received some vague explanation about how Wal Mart tries to keep costs down, but... The answers were totally unsatisfactory and bordered on ridiculous.

"I am disabled and no longer able to go into a store to shop. Shopping online has become a great convenience and I expected to pay for the privilege of having things brought to my door, but not be robbed in the process. This experience has left me with absolutely no trust in ordering from Wal-Mart and I will now have to search out some other solution for my purchasing needs.

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