I purchased an MP3 player from Walmart with a product replacement plan in October 2009. The product failed after the manufacturer's warranty expired while it was covered by the replacement plan. I filed a claim on their web-site which blew up when I hit the submit button for the claim submission. I called customer service and they said my claim was submitted successfully even though the web site won't show it. That was two months ago. The web site still says I don't have an active claim, but when I try to re-submit it, the message says I can't submit a duplicate claim.
The customer service rep. said they would mail me a return label and I would get a refund applied to my gift card three days after UPS scanned my return shipment. After 3 weeks I had not received a mailing label. I called customer service and they said they could not send it to a PO Box. Their web site did not indicate any problem with my address when I entered a PO Box, which by the way, is my required mailing address since I live in a small town without street delivery. Also, they had my email address and mailing address and didn't try to contact me to let me know there was a problem. The customer service rep. then emailed me a UPS label and I shipped the MP3 player.
UPS shows it was delivered to Walmart on 12/23/2010. A week later I checked and my money had still not been refunded. So, I called customer service again. They checked the UPS tracking number and agreed the unit had been delivered, but said there was a glitch with their system that didn't register the delivery. I was told they would enter receipt of my package within a week at which time I would receive a refund.
It is now January 6, 2011. It has been two months since I started the claims process and I have not been issued a refund. The product replacement plan advertises that "The Product Replacement Plan protects you from the expenses and inconvenience of unexpected repairs. Plus, your covered product is replaced in days, not weeks".
I called customer service tonight and was told a supervisor could call me back in 3 - 5 business days. I stated that was not acceptable and was transferred to a supervisor who told me there was another glitch in their system and some cards weren't being credited properly. With the number of glitches in their systems it is amazing they can still answer the telephone. She said they would issue me a check in 7 - 10 business days. Perhaps I'll receive a check, perhaps not. I insisted that she credit my gift card immediately, but was told she could not do that.
I am completely disgusted by this entire process. Anger, hate, venom. These words hint at how I feel about Walmart now. It does not seem possible that there could be so many glitches in their system. The only logical conclusion is that they are acting in bad faith in an attempt to deny me my entitled refund. The MP3 player was worth $70. I have spent far more than $70 worth of my time trying to get a refund. But, that's the point, isn't it? Get tired and give up. Then, they won't have to pay. However, I won't give up. I will get my refund even if it means filing suit.
Furthermore, I hereby boycott Walmart. I will never again spend a cent at Walmart. This means that when their new super-center opens in our town this spring they will not receive any of the thousands of dollars per year I spend on groceries. They also will no longer receive the thousands of dollars per year I currently spend on necessities. Finally, I was about to buy a 46" flat screen television from Walmart. Not now. Not ever. Never. Go Walmart!
Product or Service Mentioned: Walmart Gift Card.