- Report: #1112234
Complaint Review: Walmart - Ashland Ohio
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Author Not Confirmed
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Walmart
1996 E Main St Ashland, 44805 Ohio, USA
Phone:
(419) 281-9537
Web:
http://www.walmart.com/storeLocator/ca_storefinder_details_short.do?edit_object_id=1448
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Walmart failure to follow exchange/replacement policy Ashland Ohio
I purchased a Wii U Bundle from Walmart.com on 11/28/2013. This included the deluxe system, a Nyko controller, and a game for a discounted price.
On 1/1/2014, I went to the Ashland, Ohio Walmart store location to exchange this item for a functioning identical item, as a button on the controller was defective out of the box. I initially spoke to a CSR (customer service representative) at the service desk. I had the "Easy Returns Receipt" and the item perfectly repackaged, ready to go.
I walked up, set the item and receipt on the counter and stated that I wanted to exchange this item, as it was defective. As soon as I said the word exchange, the CSR interrupted me, and stated that an exchange could not be made. I would be refunded the purchase price (which was heavily discounted, I paid $14...the item was now available in the store for $29), and I would have to purchase a replacement at the current price. I refused, stating that I wanted an even exchange, item for item, for my defective product. The CSR called a manager (who I later find out is the Assistant Manager of the store), who confirmed what the CSR had told me. Frustrated, and not wanting to lose my cool, I walked away to join my wife in resuming shopping for other items. While shopping, I pulled up this page on my phone. Outraged by my findings, I went back to the service desk and asked to speak with the manager directly.
Note: No one had even checked to see if this item was indeed in stock in the store yet, I was simply promptly refused an exchange.
The Assistant Manager of the store (her name is Deb) came up to me and with attitude asked "what can I help you with?". Without restating my intentions to simply exchange an item, I asked Deb to read aloud the page I had displayed on my phone in its entirety. (To make sure she understood her own policy.) She did so, handing back my phone, and retorting "OK?!" I then stated I would like a replacement product for the defective product I was returning. No different colors, no different model, the same product I held....only a working one. She refused (mind you, after reading her own policy off of her own corporate website). She stated she was only liable for $14 worth of product, not $29. I agreed. Had I requested a refund, I could only expect to receive back the amount I had paid. Instead, I was asking for a replacement. A functioning product. She then went on to state that had I purchased a sale item in-store, and wanted to exchange it after the sale was over (but inside of their return period), I would then have to pay the difference in price to receive a replacement. At that point, I shut my mouth, put my phone in my pocket, nodded to the other waiting customers that had heard the entire ordeal, and left.
I have since notified the Store Manager, Ann Molnar; the corporate office, the BBB department, and I will continue to repeat this tale wherever I can. I don't care about a $20 (average) controller. I went straight to GameStop and bought 2x Nintendo brand controllers. I care about the blatant disregard for customers and the store policy by the management staff at my local Walmart.
4 Updates & Rebuttals
Karl
Albuquerque,New Mexico,
Not the same Karl
#2Consumer Comment
Wed, January 15, 2014
Jeanski - I know the Karl you mean, and I'm not that guy.
I'm siding with the OP and pointing out that Tyg always sides with the company, never with the person complaining, that's all.
Jeanski
Dayton,Ohio,
comment
#3Consumer Comment
Fri, January 03, 2014
Tyg is wrong, and Karl will drive you crazy posting nonsense, so I want to put MY two cents' in.
The Walmart website CLEARLY states the holiday return policy (and Tyg,you may want to read it) and the poster was well within the time period to exchange his defective product.
If the ROR is correct, it sounds like the poster tried to be cordial about the exchange, and was greeted by typical Walmart hostility.
I hate Walmart and won't shop there.
Karl
Albuquerque,New Mexico,
Tyg - always weighing in on the side of the company
#4Consumer Comment
Thu, January 02, 2014
Tyg - you are unbelieveable. Did you not read her report? Did you not care what it said?
I'm curious - why do you always blame the customer even when it is a clear case of the opposite?
Tyg
Pahrump,Nevada,
No...
#5General Comment
Thu, January 02, 2014
No you are whining because they jusy DID NOT let you have your way. During the holidays returns and exchages are handled differently. Items sold at a high sale price normally cant JUST be exchaged out. They told you WHAT they could do. That wasnt good enough for you, so you instead try and use thier own corporate policies to justify your exchange even after being told they could not do it that way. Self entitled much??
YOU are one of the main reasons that people HATE to work in CS. YOU DID NOT CARE THAT THEY COULD NOT DO WHAT YOU WANTED!! YOU ARE GOING TO POST AND SHOW YOUR A** ON THE WEB BECAUSE YOU DID NOT GET YOUR WAY!! Youre acting like a child and you need to grow up a bit. During the holiday season returns and exchages are handled differently then the rest of the year. YOU cant accept that. Get over it and get over yourself you self important jackass.
Had you waited a week or so, then the pressure would have dropped off from CORPORATE and they might have been able to do what you asked. But since you are doing it literally 7 days after Christmas you got denied. Why?? Because its during this part of the holiday season that they see the MOST return fraud. Even though you had a reciept, they couldnt prove that you made the purchase through them. This is WHY they said you couldnt do it. They have no idea if you made the purchase and then just swapped your broken s**t in and then demand an exchage. They have to protect the business so they will still be open. So they KNOW that the WALMART customers are going to do return fraud so they limit their LIABILITY!!!
You have only your fellow shoppers to blame. THEY have forced companies to do this. Then people like you come along and PROVE the WHY of their system. YOU are a prime example of what the scammer does. Lets make a scene and lets cause some trouble so we can have our way. What are THEY going to do? Arrest me? YOU think YOU are SO MUCH MORE IMPORTANT THEN ANYONE ELSE and you just dont give a d**n that they couldnt do as you wished. YOU did NOT get your way and now your going to act like a spoiled little brat and make bad posts about them not giving you your way.
I used to have faith in the American Citizen. Now I see they are NOTHING but mewling sheep. And a SMALL point of fact, THEY ARE FOLLOWING THEIR HOLIDAY RETURN/EXCHANGE POLICIES! The normal return policies go into effect after Jan25th. I can tell you have NEVER worked retail or had to deal with pain in the a*s self entitled idiots on a daily basis. If you had ANY experience in either retail or customer service, you would understand that even the MANAGER has to follow the directives from the company THAT PAYS THEIR CHECK. Customer Service also means you dont let the customer SCREW YOU.
But I guess since you fail at both common sense AND interacting with your fellow humans what can one expect.....from sheep.
