Update by user Jun 20, 2015
When I explained the problem with the product I had purchased, 5 or 6 Walmart employees started arguing with me, and I had to explain my position repeatedly and with multiple employees basically calling me a liar and implying that I had done something inappropriate. A Walmart employee either failed by placing used item on shelf for sale, or engaged in a criminal act by stealing a steam cleaner and intentionally placing a used item in the box and on the shelf for sale.
Either a huge error or a criminal act by one or more Walmart employees.
Then they compounded this by horrendous customer service and failure to treat customer with basic decency and respect. Walmart needs to screen employees for criminal behavior before hiring, especially in Forest Park, where this debacle took place.
Original review posted by user Jun 20, 2015
I visited the Forest Park, Illinios Walmart to purchase several items, including a steam cleaner. I visited the store at about 1 pm on a Friday.
The problems started once I returned home with my purchases. I opened the box containing the Bissell steam cleaner, which cost $120 before taxes. I had noticed that the box was taped shut with a clear tape, like a stronger transparent tape, along all of the top edges of the box. I thought it had maybe been opened by a customer to view the product.
Well, I took all of the parts out of the box, expecting to find instructions to help me put the cleaner together. I found no instructions, but I did notice that the reservoir for the cleaning fluid and water was wet. I was immediately concerned that the cleaner had been used and returned to the store. I put everything back in the box and called the store to tell them that I suspected the item to be previously used, and that I would be bringing it back for return or exchange.
The Walmart employee I spoke with said to bring it back. I arrived at the store at just before 5 pm and waited in a long line at the customer service desk. When I gave the clerk the box with the steam cleaner, she opened it up and examined the contents. Then she informed me abruptly that I could not return the item.
I asked why, and was told that it did not match the item number on the box, and that the cleaner did not belong with the box. I told her that I had just bought it, taken it home and opened it, then brought it back. I had never put it together or used it. Then a manager came and flipped the unit over and determined that it was quite worn, apparently having been used extensively.
I told them that I had not used it, and that they should check to see if the brushes were wet, as they would certainly be if it had been used recently. They ignored my question, and another employee that I mentioned the brush not being wet to, just told me that he does not know anything about the item. I asked him if it would be logical to assume that the brushes would be wet if it had been used within a day, and he also refused to answer or acknowledge my question. I told them that they could come check my home and they would find that none of my furniture or rugs had been cleaned and all were dry (and in need of a good cleaning, which is why I wanted the steam cleaner).
I was told that the item did not belong with the box and that it had been used, so I could not return it. I maintained that I did not use it, and that there was not enough time elapsed for me to have used it between when I purchased it, transported it home and back to the store, for me to use it, and that if I had it would still be wet, and that the wear on the item showed that it had been used for months or years, and I had just purchased it a few hours earlier. They tried to imply that I had put an old steam cleaner into a box and attempted to return it. I have never returned a large item like this, and I have a Bissell vacuum which I purchased at the same store, which I use and have no intention of returning.
I spoke with another manager, and asked her if she was concerned that this item had been on the shelf in the wrong box, repackaged and put on the shelf by an employee at the store, and she just told me that this item had not been sold in the last 5 weeks, so she was basically telling me that I was attempting to defraud the store in some way, and that I was lying. A Walmart employee or even a manager either took home a brand new steam cleaner and put an old one in the box for the new one and placed this old, worthless item on the shelf for sale OR allowed a customer to return an old, used item in the wrong box without checking the contents. Either way, Walmart is at fault, and their subsequent treatment of a regular customer (former customer at this point), was unprofessional, shoddy and inappropriate. Walmart made a mistake, then compounded it by horrific customer service.
I will never again purchase anything at Walmart anywhere. I will take my business to Kmart, Target and other reputable retailers, where customer service is much better and quality of merchandise is much higher.
Reason of review: Poor customer service.
Monetary Loss: $130.
Preferred solution: Full refund.
I didn't like: Getting worse, Ignorance of employees, Unprofessional management, Dishonest walmart employees.