I have been shopping at my local Walmart Savoy, Illinois for over 10 years. I rarely exchange or return items.
Today, my husband and I went into the store to exchange our Kindle Fire. We had the box, all the packaging, the receipt and we had bought a protection plan on it. My husband went to exchange it while I shopped for some other things. He came and found me and said they called a manager and he said no.
One day out of the return policy. It had been 16 days since we bought it. I was unaware that the policy in electronics is 15 days. Okay, I have the protection plan so that should cover it.
I went back to the counter myself. I have been in retail for 20+ years and I thought trying to take care of the customer is the goal. I know in my company we do whatever it takes to keep our customers.
The clerk called a manager, Chris. I waited for over 20 minutes for him to arrive.
She paged him at least 3 times. About 5 employees walked back and forth around the counter commenting on how they were sure Chris heard the page, that he is just not responding, rolling their eyes like this is common. I asked, is there no other manager working today? I know in my store we have at least 5 decision making managers working today.
Walmart, as big as it is, and they have one manager working on a Sunday. Insane! Chris could not even act like a human, but acted like a robot just repeating the policy over and over. He needs a good lesson on customer service if he is going to survive retail.
What I don't understand is the reason I purchased the protection plan in the first place is so I could deal with my local store and not go through a manufacturer.
What is the point of buying protection when it doesn't protect it and it isn't convenient for the customer? Now I will be without my Kindle for probably 2 weeks while I wait for a replacement.
Someone needs to look into the customer service in that store and the scheduling. I like my Sundays off too, but this is retail.
Product or Service Mentioned: Walmart Replacement.