Polk Moms

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What a mess last night at Walmart.  Got home and sent email to Corporate and the Store Manager.  Will be following it up with calls today with more complaints.

I've been shopping and price matching Black Friday deals and after Black Friday deals with no issues until last night.  The Best Buy paper had a game for $8 and we were at Walmart so I wanted to get it there and price match (they had it for $40).  Best Buy paper sale dates on the paper stated Nov 22-24.  Yesterday was the last day.  The cashier I went to wanted to get approval because there was a pretty big price difference of $32 so I totally understand.  She comes back and says no  they are not going to price match the ad so I asked for the manager.

The Asst Manager comes out and says they are not price matching Black Friday ads since their Black Friday sales are over and went back to regular price.  I showed her the dates and she kept saying she's not honoring the Price Match.  Asked for another manager over her and she tells me she's the only one there so her decision is it and walks away.  Not going to back down that easy because I never had issues with this in the past.  They always honored the price match because it was never a door buster and the sale dates were still in effect.

So she tells me the sales are back to normal price and they are over.  Found the movies still on the BF sale prices and called her to the back to explain.  She comes back saying "I don't know why you are calling me back, I gave you my answer and that is it".  Asked her about the sale being over and that "everything" is back to regular prices and she says "yes".  Tossed a dvd set on the counter and asked if they sale is "over" why are the movies over there still on the sale prices?  She says it's the overstock BF sale.  How can she say "everything" is back to normal prices when it clearly is not so some part of the BF sale is still going on.  She says her decision is final, but she'll go to the another person above her and let them handle it.  WHAT???  I looked at her and said "you just told me YOU are the ONLY one here".  She said "honey, new shift begins and I'll see if they are here yet".  Now my temper has boiled over, but I'm not going to explode.

Told her I'll be waiting "right here" to talk to someone else.  About 5 mins later she comes back and says "I'm going to price match it only because I'm not going to go back and forth and argue with you all night".  Granted she never dropped her happy voice, but she still kept that smirk on her face.  Hubby was on the phone to 1-800-Walmart and on 3 way with the oncoming manager in  the store.  That asst manager was GREAT and we showed him the ad.  Told him my past experience with BF price matching and he was great.  He did say a memo came down and said they were not going to match extended BF sales, but he still did it.  Told him if that was the case it should have been posted on the doors or in the store somewhere and he agreed.  He's going to bring it up in the meeting today.

Now I've worked Customer Service over the years in different places and would have been fired for a remark like she made to me.  Regardless customers are always right and you are to make  them happy.  After all it only takes 1 person to share their experience and those people pass it on.  She should have said "I'm going to price match and sorry for any confusion". 

Sorry, just needed to vent.  After shopping there for the last 20 yrs, I NEVER had that bad of customer service.  They really need to teach them about customer service.  Even the cashier up front kept butting in when he was talking to a customer service manager (not store manager) and was very rude.  She kept arguing with my hubby while he was talking to someone else rather than to keep her noise where it clearly did not belong.  So today will be running down the store manager at the 98 N store, the District Manager and Corporate.  I will make sure they know exactly how that lady last night was with her customer service.  Will be thinking twice now about heading there to price match (even on regular sales).  They are constantly changing their policies and not posting them or keeping online updated.

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You've never had bad customer service in 20 years of shopping at WalMart?  That's actually amazing!  I get bad customer service there all the time.  They're horrible.

Never had bad customer service at Walmart? WOW!! That's a first...They are awful when it comes to customer service.  I heard that when the Father Sam was around things were different, but when the children took over things became really bad as they only care about making money and not so much about pleasing customers.  Now if Walmart had Publix attitude when it come to the customer, then they would knock every other business off the chart.  I am just waiting for the day when another company will raise up and Walmart will end up closing  down.  Don't laugh because Gaints do fall. History has shown this with other Major companies.. 

It is surprising I know...lol  My hubby has had issues on and off there.  I've really had no issues with them to this point personally.  If I had a question, I would go to service desk, ask them, get their name, get the item needed and if something arises I ask for a manager, tell them who I just spoke to and pull  the security tape to prove it.  After that I gets settled.  Had that once with a game in electronics.  Went to get something, we had a question about a price since the item was not marked, he gets it priced (from what we thought cause he walked away) tells us a price, go up front, and find out he told us wrong.  Got the manager, explained what was going on, said he can't do it anything, so there I go on the phone to 1-800-Walmart and ended up getting a DM on the phone, they contacted the store manager and we got the item for what we were told.  Wasn't that bad and was only there 30 mins from start to finish.  Last night though, I was ready to explode.  Hubby walked away before he did.

Well Said Consuela....Although I have had some issues with the Publix by me recently and still have not gotten a call to resolve the issue I had.  Wrote on their FB page, referred to the Customer Service contact email & number.  Wrote and called, was supposed to get a call back and nothing.  I got better resolution from the McDonald's manager than anything.  I got a call from the manager within 24 hours after calling and sending email about store conditions :)



Lydia Town said:

You've never had bad customer service in 20 years of shopping at WalMart?  That's actually amazing!  I get bad customer service there all the time.  They're horrible.

Called the store, but the manager is off today.  Will try back tomorrow till I get a hold of him. I called back to the 1-800# and made a complaint about the Asst Manager from last night.  Even she said it could have been handled a lot different.  So she red flagged it and sent the email to the store manager so he'll see it when he gets in unless he checks it sooner.  Feel much better now and can't wait to talk to the store manager about this.  Just don't understand how you can become an Asst Manager and have horrible Customer Service Skills.  It comes down to the all mighty buck.



Tabby said:

Called the store, but the manager is off today.  Will try back tomorrow till I get a hold of him. I called back to the 1-800# and made a complaint about the Asst Manager from last night.  Even she said it could have been handled a lot different.  So she red flagged it and sent the email to the store manager so he'll see it when he gets in unless he checks it sooner.  Feel much better now and can't wait to talk to the store manager about this.  Just don't understand how you can become an Asst Manager and have horrible Customer Service Skills.  It comes down to the all mighty buck.

I can't believe what my aunt said on my Facebook Page because I posted about the experience I had at Walmart with the Asst Manager. 

She said "You need to get a job like the rest of us and see what its like to deal with the public. Shame on you".  Really??!!  

So I posted : "I did work customer service and management for years dealing with people. Many were totally in the wrong but no matter what you had to always let them be right. Had I said what she did to me as a asst manager or even a cashier I would have been fired. Customers are always right even when you know they are dead wrong that is how I was trained by every job I ever had that dealt with the public. Guaranteed if roles were reversed and I was in her spot and said what she did, she would call and complain on me. Even the other workers and manager that was there said she was wrong. So I am justified to call in a complaint. No one needs to go into a store or anywhere and be treated like dirt or like they are stupid".

Her next post was "Ma" which I have No idea what she meant so I put up a question mark.  Got to love the family on my dad's side (this is one of his older sisters).  About to tell that side what they can do being now that both my grandparents passed away.  Plus the way they treat my older cousin on that side all because he shot and killed his dad in a hunting accident.  His own mom and brother have disowned him.  It's only myself and my brother that talk to him.  It was an accident and his dad did forgive him as he lay dying in his arms.  I think he's been through enough and will always have to deal with that.

Sometimes family is worse than having an enemy.

Well never did get a phone call...Isn't that a surprise!!! (sarcastic voice).  Today since I was in there I decided to see if he was in and he was in a meeting.  So I did some shopping and checked back.  He told the service desk to for me to meet him at the Site to Store area (where I was already at).  So I sent my mom to the car figuring the meeting was over.  Guess I figured wrong.  After 20 mins of waiting, the girl on the back saying he's trying to break from the meeting, so I went back to the front to leave a message for him saying I'll call later.  She got another manager, actually an Asst Manager.  Told her I was wanting to talk to Kurt Phillips, but rather than say he's still in the meeting, he sends me to the back where I wait for 20 mins and meantime I got my mom in  the car.  She felt so bad.  So I told her about the other Asst Manager and the incident that happened Saturday night.  She even said what that other one said to me was not right and she could have been better at wording it.  Plus she's new to Walmart and even as a form of management she's never worked retail management. 

Long story short, I felt better about discussing my end of what I got from the woman Saturday night and also telling her I am not happy being kept waiting when I sent my mom to the car because I figured he would be back there when he had them send me.  I walked out with a $20 gift card for my wait.  Maybe if I told her an hour it would have been $60 gift card...lol 

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