I ordered a Frigidaire 5,000-BTU Mini Window Air Conditioner FRA052XT7 online thru Walmart.com ‘site to store’ and received confirmation that my order was ready to pick up.
I arrived at the ‘Site to Store’ desk in Valley Alabama at 3:47pm EST. The desk was not attended so I waited approximately 10-12 minutes and then called the store phone and asked them to send someone to assist me. A clerk arrived after another 6-8 minutes and attempted to locate my item in the warehouse, but reappeared at the desk after approximately 15 minutes without my item and offering no explanation about why it was taking so long. I asked if there was a problem and her simple reply was “I can’t find it”.
She continued to look at something in the computer, seemed to ignore my request to have a manager come to assist, and disappeared several times (I suppose to look for my order) but since she offered no explanation I can only assume this. I called the main store number from my cell phone and asked for a manager to be sent to the Site to Store desk.
A manager later identified as Gordan Elkin arrived along with another employee later identified as Veronica Knight. After another wait, Mr. Elkin appeared with my order. He found it in the return section and said they were about to send it back (even though my confirmation indicated I had until June 2nd to pick it up).
The box was in distress, and appeared to have been opened and re-taped. I insisted we open it while store employees were present to witness any damages. Mr. Gordon opened the box but did not take the AC completely out so we did not do a complete inspection. I noticed a few cosmetic scuffs and noticed the side panels appeared to have minor damage, but decided to accept the item anyway. Mr. Gordon and Ms. Knight said I could return it if I found anything wrong when I got it home.
3. I left the Site to Store desk with my AC at 4:48 pm, 61 minutes after I arrived.
4. At home I discovered:
a. The window support bar that goes across the top of the AC had already been installed (backwards).
b. The back grill was dented and flattened in several places.
*This was not visible when we inspected it at the store since the AC was not taken fully out of the box.
c. Hardware was missing.
It is apparent that this item had been previously sold, poorly repackaged, returned, resold as new.
5. I returned the AC back to the Customer Service desk the same day. The clerk, who was not courteous or professional, refunded the cost of the item minus $3.29 and said that was for non refundable shipping. * I later received an e-mail indicating the actual cost of my item had changed and I was being credited $3.29 towards the purchase, so the clerk was incorrect in stating this was a non refundable shipping charge.
a. Two trips to Walmart totaling 59.2miles- one to pick up item and one to return.
b. Wasted 3 hours- trip to pick up, at home inspection, trip to return item.
c. I still do not have an air conditioner.
d. Knowledge that Wal-Mart re-packages returned items and sells as new.
e. Confirmation that Wal-Mart employees are not knowledgeable, professional or courteous.
f. Decision that I will not shop at WalMart again and will promote this action to others.
Product or Service Mentioned: Walmart Shipping Service.