Wal-Mart's poor customer service may threaten its future on clarkhoward.com

Clark recently told you how Wal-Mart ranked as the worst retailer and the worst grocer when it comes to customer satisfaction, according to the latest ACSI survey. The irony is that people still shop there in huge numbers despite all the complaints. But that may not always be the case.

Before Wal-Mart was the largest retailer in the world, that title was held by Sears and then by Kmart. Both Sears and Kmart are today owned by Sears Holdings, which has now reported that its profits are down by nearly 50%. Sears Holdings' sales are declining rapidly, while cash on hand has dropped from $4 billion a year ago to $1.5 billion now. The marketplace spoke and this is the result.

The Wal-Mart haters have to realize that the marketplace will speak again if Wal-Mart doesn't improve its customer experience. Look at any industry. In the car field, GM used to own this country. Today, they're struggling to survive because they had a tin ear to the customer. The message is clear: If somebody doesn't take care of you, you must use your feet and take care of yourself by taking your business elsewhere.

What others are saying

Extended warranty rip off and poor customer service
On 10/7/09, I went to the local Wal-Mart to take my digital camera to be fixed under the extended warranty,purchased when I bought the camera. While taking pictures, somehow the screen got like an ink blotch on it. I did not drop or drop anything on the camera. At the time of purchase I was told that it cover everything. I was told by the rude worker in the electronics department that this happened because I'd dropped the camera and that wasn't covered. I told her that I had not dropped the camera and when I bought the camera and warranty, I was told that anything and everything was covered. This person refused to listen to me at all. I asked her if she would check this out for me. She called the warranty number and I overheard her tell them that I had dropped it, needless to say, they said it was not covered. I asked to talk to a manager. After 5 minutes the department manager showed up (also very rude)and told me they didn't cover this because I had dropped the camera. I asked her to look at the camera, there are no marks on the camera. After looking,she then changed her story to something had to be dropped on it. I explained to her what I was told when I bought the extended warranty and she then told me that Wal-Mart is NOT responsible for what their employees tell the customer. During this entire time both employees kept telling me I was basically lying about what had happened. I was very upset and let them know that I would not be shopping their store or any Wal-Mart again and left. I got home and got on the Wal-Mart website and emailed them what happened. As of yet, I have heard nothing. On the 10th, my son was home,looked at the camera and could tell that the problem wasn't caused by the camera being dropped or something being dropped on it.He said he would take it to Wal-Mart and see what he could do. He called Sony and asked them about this. Sony said "yes, sometimes this can happen without the camera ever being damaged." When he went to the Wal-Mart he told the customer service this and they said for me to call the warranty number and that this would be covered. Guess what! They have it in their system that I dropped the camera and will not do anything. I'll pass my experience along to everyone I know and will be glad to pay more money for any product in the future. I just hope this can help someone in the near future who is planning on buying something from a Wal-Mart.
By Tammy @ 10/12/09 12:36:24 PMreport abuse
return of electronics
I would like to add to this comment. I bought a electronic program and it would not work in my computer. they would not return it and now I am out $130. I will never buy electronic products from them again and will drive further to another store to purchase such items.
By Carole Kane @ 09/05/09 01:07:46 AMreport abuse
What About our Neighbors?
I wouldn't mind the customer service so much (you get what you pay for) but the poor treatment of employees keeps me away. I may not be rich, but I'll pay a little more for less stuff rather than allowing a company to treat my fellow Americans so poorly -- low pay, poor if any benefits, etc. Sell out your neighbors and you lose as well.
By J.R. @ 03/18/09 10:44:34 PMreport abuse
Walmart Customer Service 2-21-09
I work at Walmart and am very sick but I have to pay bills like others. The reason we have a poor customer service rating is because Walmart will not hire people to help customers. Just yesterday, 2-20-09 they are cutting all fulltime people 5 hours a week. When you make 10 dollars an hour. That is a lot of money. Our morale is low, People come in dressed to the 9's and expect to be treated like Macy's, when many of us don't even have the money to pay for the clothes we have to wear. Most of us, I for one am a college grad. I got sick and had to go to work there. We are yelled at, screamed at by customers, who we want to help and care about but are told if we have one min. ot we will be fired. So where does that leave us. We want to help and be there for customers, but are not allowed to.
I am sorry for the customers, but if i treat you like I want to and wait on you and help you and do all you want me to do. Walmart will fire me. I need a job to. so what is the answer? You tell me? I now have to find another way to reduce 200 out of my budget since they cut our hours and I have nothing. I guess I will just wear the same pair of pants every day now, and give up eating, so I can keep my job.
This is no joke and I am crying as I write this. Until Walmart realizes it needs us associates to be there for the people they will just get worse. If Sam Walton was alive none of this would happen.
By linda @ 02/21/09 07:51:43 AMreport abuse
Walmart.com's Poor Service
On Nov. 26th I went on line to order a set of stools to go with a kitchen island my husband made for my daughter-in-law for Christmas. My local store would receive them in 7 to 10 business days. I thought it was great that I could order them ship-to-store without any shipping cost. On Nov. 30th my bank account was charged. On Dec. 2nd tracking had them at the shipping facility. On Dec. 16th I received an e-mail that delivery was delayed, but they couldn't tell me when. I sent an e-mail but got no response. I tried calling but could not talk to anyone. Today, Dec. 28th I finally found how to cantact a live person. They couldn't tell me anything about my order. I cancelled.
In all the years I've ordered things on line I've never had such poor service. I buy 90% of my Christmas gifts on line. 0% will be ordered or bought from Walmart in the future, store, or on line. Thank Heaven they just openned a Target near by.
By Joan Mecteau @ 12/28/08 02:40:55 PMreport abuse
Wal-Mart's Customer Care
Since Friday 12/19/08 we are getting continuous calls to my fax number from Wal-Mart's Credit card company called GE Money at 330-433-5979. We have absolutely no credit cards with Wal-Mart. So when you call this number to figure out how to get them to stop calling; all you get is an electronic system that will not respond unless you give them a valid account number. When I went to the store yesterday 12/20/08 and today 12/21/08 they claim that they have no way of contacting anyone to stop the calls. They tried to convince me that this was a promotion. I ask, how many calls would a promotion make and how often each day when all they get is a fax line. The store itself is absolutely no help. I had to tell a clerk (demand) that if I could not speak with a manager that they would have to call 911 and have me escorted from the store. The manager came finally and the same manager came again today. She is doing absolutely nothing and the calls keep coming every 20 to 30 minutes.
Bravo to Wal-Mart for some great customer care.
By Frank Tribendis @ 12/21/08 05:24:17 PMreport abuse
Walmart Customer Service
I recently had to order a large quantity of both food items and paper products for a company picnic. After speaking with department managers in two different stores over the course of three weeks to get the items ordered (too much to buy off the shelf) neither store did as promised. This is a very long story but suffice it to say that service was pathetic and each time I called to store to check on the progress, I was transferred around, disconected and on hold for a very long time. It was worthless to try to get them to order anything. In the future, I'll go somewhere else and pay more if needed rather than deal with an ENTIRE staff that did not care about me or my business.
By Mr. Eaton @ 07/13/08 02:11:03 PMreport abuse
Insufficient help for online issues
I recently purchased a gift card from the online Walmart site. When the card did not arrive, I found it almost impossible to get any help. Using the online help options only resulted in me getting an auto-generated reply that told me no more than I already knew. I finally called the customer service number for the stores and demanded a number for online assistance. The rep told me to wait another week for the card which was already a week late. I emailed the corporate office and blasted Walmart as much as I could. 3 days later I received a phone call and a 800 number to online customer service that is no more than a series of automated help menus. I finally finagled my way to get someone on the phone and they processed a new gift card! Never again Walmart! You don't appreciate me as a customer!
By Walmart @ 07/05/08 03:07:10 PMreport abuse
SEARS
ANYONE KNOW HOW TO BREAK THRU THE ONLY EMAIL OR FAX COMPLAINTS? ONE WEEK AND ONE DAY LATER AFTER FAX I GET PHONE CALL FIRST NAME ONLY UNKNOWN AT PHONE NUMBER LEFT INTERNET ORDER...THEY DELETED BECAUSE THEY COULDN'T GET INFO INTO COMPUTER CORRECTLY...SUPERVISORS APPEAR NOT 2 BE...AND OH YES, OFFSHORE CUSTOMER SERVICE WITH PEOPLE U CAN'T UNDERSTAND AND WHO DON'T KNOW HOW 2 SPELL AMERICAN CITIES...THIS COMPANY DESERVES TO DIE
By PAW @ 05/29/08 11:16:18 PMreport abuse
poor service
Just came from my Walmart Supercenter, hadn't been there in 6 months due to poor customer service issues, and guess what today I ran into a dirty store, unstocked shelves, no one available to help and down right surly cashier who shoved my receipt into my hand without so much as a thanks. All I can say is next time I'll go anywhere else and gladly spend a few more cents. I still laugh, that I was someone who looked forward to my Supercenter opening, jokes on me!
By jj @ 05/02/08 12:33:27 PMreport abuse

Extended warranty rip off and poor customer service

On 10/7/09, I went to the local Wal-Mart to take my digital camera to be fixed under the extended warranty,purchased when I bought the camera. While taking pictures, somehow the screen got like an ink blotch on it. I did not drop or drop anything on the camera. At the time of purchase I was told that it cover everything. I was told by the rude worker in the electronics department that this happened because I'd dropped the camera and that wasn't covered. I told her that I had not dropped the camera and when I bought the camera and warranty, I was told that anything and everything was covered. This person refused to listen to me at all. I asked her if she would check this out for me. She called the warranty number and I overheard her tell them that I had dropped it, needless to say, they said it was not covered. I asked to talk to a manager. After 5 minutes the department manager showed up (also very rude)and told me they didn't cover this because I had dropped the camera. I asked her to look at the camera, there are no marks on the camera. After looking,she then changed her story to something had to be dropped on it. I explained to her what I was told when I bought the extended warranty and she then told me that Wal-Mart is NOT responsible for what their employees tell the customer. During this entire time both employees kept telling me I was basically lying about what had happened. I was very upset and let them know that I would not be shopping their store or any Wal-Mart again and left. I got home and got on the Wal-Mart website and emailed them what happened. As of yet, I have heard nothing. On the 10th, my son was home,looked at the camera and could tell that the problem wasn't caused by the camera being dropped or something being dropped on it.He said he would take it to Wal-Mart and see what he could do. He called Sony and asked them about this. Sony said "yes, sometimes this can happen without the camera ever being damaged." When he went to the Wal-Mart he told the customer service this and they said for me to call the warranty number and that this would be covered. Guess what! They have it in their system that I dropped the camera and will not do anything. I'll pass my experience along to everyone I know and will be glad to pay more money for any product in the future. I just hope this can help someone in the near future who is planning on buying something from a Wal-Mart.

By Tammy @ 10/12/09 12:36:24 PMreport abuse

return of electronics

I would like to add to this comment. I bought a electronic program and it would not work in my computer. they would not return it and now I am out $130. I will never buy electronic products from them again and will drive further to another store to purchase such items.

By Carole Kane @ 09/05/09 01:07:46 AMreport abuse

What About our Neighbors?

I wouldn't mind the customer service so much (you get what you pay for) but the poor treatment of employees keeps me away. I may not be rich, but I'll pay a little more for less stuff rather than allowing a company to treat my fellow Americans so poorly -- low pay, poor if any benefits, etc. Sell out your neighbors and you lose as well.

By J.R. @ 03/18/09 10:44:34 PMreport abuse

Walmart Customer Service 2-21-09

I work at Walmart and am very sick but I have to pay bills like others. The reason we have a poor customer service rating is because Walmart will not hire people to help customers. Just yesterday, 2-20-09 they are cutting all fulltime people 5 hours a week. When you make 10 dollars an hour. That is a lot of money. Our morale is low, People come in dressed to the 9's and expect to be treated like Macy's, when many of us don't even have the money to pay for the clothes we have to wear. Most of us, I for one am a college grad. I got sick and had to go to work there. We are yelled at, screamed at by customers, who we want to help and care about but are told if we have one min. ot we will be fired. So where does that leave us. We want to help and be there for customers, but are not allowed to.
I am sorry for the customers, but if i treat you like I want to and wait on you and help you and do all you want me to do. Walmart will fire me. I need a job to. so what is the answer? You tell me? I now have to find another way to reduce 200 out of my budget since they cut our hours and I have nothing. I guess I will just wear the same pair of pants every day now, and give up eating, so I can keep my job.
This is no joke and I am crying as I write this. Until Walmart realizes it needs us associates to be there for the people they will just get worse. If Sam Walton was alive none of this would happen.

By linda @ 02/21/09 07:51:43 AMreport abuse

Walmart.com's Poor Service

On Nov. 26th I went on line to order a set of stools to go with a kitchen island my husband made for my daughter-in-law for Christmas. My local store would receive them in 7 to 10 business days. I thought it was great that I could order them ship-to-store without any shipping cost. On Nov. 30th my bank account was charged. On Dec. 2nd tracking had them at the shipping facility. On Dec. 16th I received an e-mail that delivery was delayed, but they couldn't tell me when. I sent an e-mail but got no response. I tried calling but could not talk to anyone. Today, Dec. 28th I finally found how to cantact a live person. They couldn't tell me anything about my order. I cancelled.
In all the years I've ordered things on line I've never had such poor service. I buy 90% of my Christmas gifts on line. 0% will be ordered or bought from Walmart in the future, store, or on line. Thank Heaven they just openned a Target near by.

By Joan Mecteau @ 12/28/08 02:40:55 PMreport abuse

Wal-Mart's Customer Care

Since Friday 12/19/08 we are getting continuous calls to my fax number from Wal-Mart's Credit card company called GE Money at 330-433-5979. We have absolutely no credit cards with Wal-Mart. So when you call this number to figure out how to get them to stop calling; all you get is an electronic system that will not respond unless you give them a valid account number. When I went to the store yesterday 12/20/08 and today 12/21/08 they claim that they have no way of contacting anyone to stop the calls. They tried to convince me that this was a promotion. I ask, how many calls would a promotion make and how often each day when all they get is a fax line. The store itself is absolutely no help. I had to tell a clerk (demand) that if I could not speak with a manager that they would have to call 911 and have me escorted from the store. The manager came finally and the same manager came again today. She is doing absolutely nothing and the calls keep coming every 20 to 30 minutes.
Bravo to Wal-Mart for some great customer care.

By Frank Tribendis @ 12/21/08 05:24:17 PMreport abuse

Walmart Customer Service

I recently had to order a large quantity of both food items and paper products for a company picnic. After speaking with department managers in two different stores over the course of three weeks to get the items ordered (too much to buy off the shelf) neither store did as promised. This is a very long story but suffice it to say that service was pathetic and each time I called to store to check on the progress, I was transferred around, disconected and on hold for a very long time. It was worthless to try to get them to order anything. In the future, I'll go somewhere else and pay more if needed rather than deal with an ENTIRE staff that did not care about me or my business.

By Mr. Eaton @ 07/13/08 02:11:03 PMreport abuse

Insufficient help for online issues

I recently purchased a gift card from the online Walmart site. When the card did not arrive, I found it almost impossible to get any help. Using the online help options only resulted in me getting an auto-generated reply that told me no more than I already knew. I finally called the customer service number for the stores and demanded a number for online assistance. The rep told me to wait another week for the card which was already a week late. I emailed the corporate office and blasted Walmart as much as I could. 3 days later I received a phone call and a 800 number to online customer service that is no more than a series of automated help menus. I finally finagled my way to get someone on the phone and they processed a new gift card! Never again Walmart! You don't appreciate me as a customer!

By Walmart @ 07/05/08 03:07:10 PMreport abuse

SEARS

ANYONE KNOW HOW TO BREAK THRU THE ONLY EMAIL OR FAX COMPLAINTS? ONE WEEK AND ONE DAY LATER AFTER FAX I GET PHONE CALL FIRST NAME ONLY UNKNOWN AT PHONE NUMBER LEFT INTERNET ORDER...THEY DELETED BECAUSE THEY COULDN'T GET INFO INTO COMPUTER CORRECTLY...SUPERVISORS APPEAR NOT 2 BE...AND OH YES, OFFSHORE CUSTOMER SERVICE WITH PEOPLE U CAN'T UNDERSTAND AND WHO DON'T KNOW HOW 2 SPELL AMERICAN CITIES...THIS COMPANY DESERVES TO DIE

By PAW @ 05/29/08 11:16:18 PMreport abuse

poor service

Just came from my Walmart Supercenter, hadn't been there in 6 months due to poor customer service issues, and guess what today I ran into a dirty store, unstocked shelves, no one available to help and down right surly cashier who shoved my receipt into my hand without so much as a thanks. All I can say is next time I'll go anywhere else and gladly spend a few more cents. I still laugh, that I was someone who looked forward to my Supercenter opening, jokes on me!

By jj @ 05/02/08 12:33:27 PMreport abuse

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Feb 28, 2008 -- Wal-Mart's poor customer service may threaten its future

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