This evening I went to walmart. It's not my favorite place to go but I needed to try and return an ink cartridge that an employee had sold me when I bought my printer.
It was the wrong cartridge. I knew full well prior to attempting to return this item that they may not take it back. It was opened. It wouldn't work in my printer so I thought it was worth a shot.
The customer associate at the service counter left briefly to ask a manager if the item could be returned. When she came back, she informed me that it couldn't be returned. Aside from her neck tattoo and her unkempt appearance, she was professional and kind. She told me I could speak with the manager if I wanted to and I thought it would be worth a shot.
After all, it was an employee that suggested I buy that ink. (I bought a printer from walmart. I didn't know that ink came with the printer and asked the same employee that had helped me choose a printer to provide me the ink to go with the printer. They did.
It was the wrong ink.)I thought that there was a slim chance that because it was an employees error, perhaps I would be able to speak to the customer service manager and obtain a more favorable result. I approached her and very kindly explained what happened and how I ended up with the wrong ink. I was prepared for another no but I was not prepared for the response that I received from her. Her reply was "We can't return the ink." I said "Even though it was an employee error?" (I was still being very even tempered.) She replied very rudely "Well NO, if we return it then we have to eat it!" My even temper quickly turned to hot tempered.
I could not believe I was being spoken to in this manner. I said "Oh, so I suppose I should just EAT IT?" I was more upset about her tone and the unprofessional manner in which she was speaking to me than anything. I reminded her that it was an employees mistake that resulted in me ending up with the wrong ink. She raised her voice with me and in a very confrontational tone said "It was YOUR responsibility to be sure YOU had the RIGHT ink when YOU bought it!" I replied "It was the electronic departments RESPONSIBILITY to sell me the right ink to go into the printer that I bought WITH the ink!" and with that I turned and walked away from her.
I was so angry. I was insulted and shocked. After I calmed down I walked back to her and asked her for her superior. She called them and I waited by the service desk.
I waited for 20 minutes before another employee came to me and informed me that Brandon was unavailable but Sam would be out momentarily. I waited another 5 minutes. Another employee approached me and told me "We're going to go ahead and do your exchange." I said " I am not even worried about the exchange now. I am worried about the way I was just treated by the customer service manager Leza.
I want to speak with a manager. I was treated unfairly and in an unprofessional, disrespectful, condescending manner and I am far beyond being worried about my ink." This employee told me that the managers were "not able to come out." After 25 minutes waiting, my suspicion was confirmed. Wal mart was not concerned with customer satisfaction at all. It was not a priority for them.
I will NEVER ever shop at Wal mart again. They can contact me when they're ready to have a real customer service manager, ME. Had this manager simply said "I apologize for any inconvenience this may have caused you and for the error of our employee. Unfortunately, it is the store policy that we do not accept returns/exchanges on ink cartridges.
I understand your frustration and I hope that in the future, we are able to assist you without error." THAT would have been fully acceptable to me. Being treated like garbage by a CUSTOMER SERVICE MANAGER who has the interpersonal communication skills of a convicted felon was unacceptable.
Note to Wal mart, you would have more customers, happier employees and generate more revenue if your stores weren't run like a homeless shelter. I have no interest in ever buying any of your higher price lower value items ever again.
Product or Service Mentioned: Walmart Manager.