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I tried to return a damaged DVD (original Christmas Carol movie) given as a gift to my husband. We found scratches on it when we opened it Christmas morning.

I lined up at customer service and was told I exchange only. I went to electronics dept to get another copy. I couldn't sift through the lower shelves of disorganized Christmas videos and asked for help (I have severe back issues). The lady did a cursory look and proclaimed there were no copies left.

I went back to Customer Service, lined up again. She said the Manager found there were 3 copies available in the inventory. I was told I had no recourse and was denied refund for a damaged product.I went back to the department and was told she couldn't find it and couldn't help me. Each time I was summarily dismissed.

Other stores refund damaged product, why not Walmart? In this case, there were copies available but I was denied one. A full refund is the only response for a product damaged in shipment if another copy can not be found.

I have worked retail and customer service in different capacities over many years.

Had I acted this way towards valued customers I would have been summarily dismissed.

Walmart policies and customer service are severely wanting and do nothing to promote customer loyalty. I will no longer set foot in a Walmart and will encourage others to do the same.

Review about: Walmart Manager.

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Anonymous
#231594

One thing I've learned, working in retail, is that computerized inventory is HORRIFICALLY unreliable. This is especially true at high-traffic times like Christmas, and at stores where shoplifting is common. Just because their magic counting box said they have three doesn't mean that they actually honest-to-God have three.

Anonymous
#230797

So it would be fine if I bought a DVD, took it home, watched it or copied it (which I can easily do in 20 minutes), and then returned it for a different movie and told them "it didn't work" and repeated the process? That is why you can only exchange for the same movie in case of a defect. Anyone who really can't understand that has no business sense or common sense.

Anonymous
Lanham, Maryland, United States #230340

I have taken DVD'S BACK TO Wal-Mart in Bay City was always offered a refund,store credit or exchange if available. I think that it is wrong to say exchange only.

If the item is not available is that the costumers FAULT???? NO,WHY SHOULD THAT COSTUMER BE PUNISHED?????

nkg0515
#229769

Funny, I've never had a problem with Walmart refunding my money where there has been a merchandise problem. I bought a DVD, got it home, put it in the player to find that there was nothing on it.

I took it back, they checked it out, determined that it was a recording error. Since there were no more in stock, they gave me a choice of rain check for a refund. I took the refund. No problems.

Of course, I was courteous to them & I didn't go in "diva" style.

I told them I know that they were busy, but I had a problem with my child's DVD. It is amazing what help you can get then you are nice to them.

Anonymous
#229355

Open software (DVD's included) can only be exchanged for the same item only and only in the event of a defect. Wal-Mart is correct in only allowing an exchange.

If it were a damaged toy or other merchandise, they would refund your money.

If you find a store that will allow a refund on open software please let us know.

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