I placed my order before 8 am on the morning of Nov. 25, under the impression that it would be available for pickup at Store #5485 the same day, as the roaster oven was listed as in-stock.
I noticed that I did not receive a pickup time as of 5 pm, despite the fact that when I tracked my order, it said the item should be available no later than 11:56 am. I decided to go to Store #5485 and see if the item was on the shelves, which would obviously mean it was in stock. Since I had already paid for the roaster oven, it seemed reasonable to think that if I demonstrated that I had the relevant order number and a photo ID, I could take the item home after a quick verification by Walmart personnel in the store. I did indeed find the Oster roaster and put it in my shopping cart.
When I went to the counter, I was told that although the item was obviously in the store, and at the counter, and my order number was in the Walmart.com system, the floor manager was unable to allow me to have the roaster oven. She showed me that, for whatever reason, although the system showed 14 online orders for pickup that day, she was only seeing two of them on her handheld device. She called over an associate, and they tried to figure out how to have all of the orders show up. After nearly 20 minutes, the associate took my order number, again, and my photo ID, to verify that I had indeed ordered the item in question.
She returned the card to me, and went to a back room to contact Walmart.com by telephone. At one point the floor manager informed me that I had MADE THE ORDER FROM THE STORE, AND THEREFORE IT COULD NOT POSSIBLY BE READY FOR PICKUP by that time. I assured her that I had not made the order in the store; I received a confirmation email at 7:56 am, before the store would even have opened to the public. The associate remained on the line, supposedly trying to resolve the situation.
She was put on hold, and after another 15 minutes, I simply decided to cancel the order. The floor manager said she wasn't sure she could even do that, as Walmart.com is an entirely separate entity that could only be reached by phone. I resolved to handle the situation myself, and left the store. So I am writing today to cancel this order, and to inform you that I never intend to purchase any appliance at a Walmart store again.
This entire episode is entirely unacceptable, at every level: false advertisement of "same day" pickup; a faulty, absurd process that denies the availability of an item that is physically visible and within the direct sight of Walmart personnel; siloing Walmart.com so completely from a store location that employees cannot even get in touch with each other; and having so few people available during the holiday season that each employee at a store is trying to put out two or three fires at once.
It is no wonder that I was unable to conduct such a basic transaction. I will recommend to anybody who will listen that Amazon.com is far, far superior in every way imaginable, and that they should do as much of their Christmas shopping as possible with that company.
Reason of review: Poor customer service.
Monetary Loss: $54.
Preferred solution: Full refund.
I didn't like: Misinformed customer service reps, Website siloed from stores.