On Saturday, we ordered and paid for a $400 lawn mower online via Wal-Mart's Pick Up Today service. We visited the local Walmart store Monday and entered the store at 12:10 PM. Upon our arrival we asked the door person about picking up a (dot com) order, she directed us to the customer service desk. At the customer service desk there were two employees assisting two customers. One customer was returning a car stereo without any of the accessories nor the remote. The store associate was unable to assist the customer and had to call (I believe him to be) a store manager. 10 minutes later the store manager(?) said he would have to go check something out then left. Another 10 minutes passed, finally, another store associate arrived and opened another register. We step up to the register and explained that we needed to pickup a (dot com) order.
Imagine the surprise when we were told that after waiting over 20 minutes, we now had to go to the electronics department to retrieve our order. On our way back to the electronics department we were passing by a empty
checkout line. We told the associate at the checkout that we needed to
speak with a manager. We waited for a manager that never showed.
Finally we left the store at 1:00 PM, WITHOUT the merchandise we ordered
and paid for online. In summary, it is our opinion, Wal-Mart's Pick Up
Today has failed miserably. Unless the goal of the program is to
_iss-off your customers and convert them into former customers, we
suggest the need for some serious improvement.