Complaint Review: Walmart - Bentonville Arkansas

Today's Date: 05-26-2016

Since I sent this letter to Walmart Corporate on 05-08-2016 and have not received a response, I thought it might be time to post this to some of the complaint sites in an attempt to make those people who frequent Walmart aware of what I consider a major problem with this company. I'm aware that there are people out there who love the Walmart experience and that there are those who are not particularly happy with this experience. This started with a major search engine in which I put Walmart in as the search term. Walmart.com was the first "hit" that came up in which I proceeded to use their search engine to look up a particular item, printed the web page displayed with the price, checked to determine if this item was available at one of the two Walmarts available in my area, then proceeded to go to this Walmart with the printed and was denied the price the item was stated to sell at. Once I had returned home, I initiated a chat with one of their customer representatives and was informed that there are actually two Walmarts. There is no where on the Walmart site to send correspondence via email or any other "instant messaging", so I sent the letter below directly to Corporate Headquarters. Since I have waited at least 10 business days and have not received a response, I thought it might be time to post this letter sent to Walmart to hopefully make other people aware of what I consider a deceptive practice. By the way, I did locate the item on Amazon, have ordered it, received it, and got a comparable item for less money.

 

To: Walmart Corporate

702 SW 8th St

Bentonville, AR 72716

 

To Whom It May Concern,

 

On 05-08-2016, I attempted to purchase a Tripod for my video camera. I searched several websites (including Walmart's) and found a unit manufactured by Targus for $18.00. The description states this unit is a 58” (maximum extension) model number TGT-BK58T. I checked store availability and located this unit at the Millington TN location. When I went to purchase this unit, it was rung up at $28.00. I had printed the website page showing the unit at $18.00. I was then informed by the CSM that printed pages were not acceptable and that the CSM could not honor the $18.00 price. The unit was left at the store. The page I referenced can be located at this URL: http://www.walmart.com/ip/Targus-58-Camera-and-Camcorder-Tripod-TGT-BK58T/16524297.

 

Your Price Match Policy states the following:

 

We're committed to providing low prices every day, on everything. So if you find a lower price from an online retailer on an identical, in-stock product, or the item purchased from Walmart.com is now listed at a lower price, tell us and we'll match it*.

 

How to match a Walmart.com price to another online retailer*:

• Prior to placing your order, contact Walmart.com Customer Care or call us at 1.800.966.6546.  We will verify the item eligibility by reviewing the online retailer, their current price, and by confirming the item is in stock

• Walmart.com has the final decision for matching an online price

How to match a Walmart in-store price to a Walmart.com or other retailer's online price:

• Request the price match right at the register while shopping in-store

• The Store Manager has the final decision for matching an online price

• Refer to the Price Match Policy on Walmart Policies and Guidelines for additional details

The following are guidelines and limitations:

• The item must be currently in-stock at the online retailer's website and on Walmart.com at the time of the price match request

• The item must be sold and fulfilled by online retailers* listed below or by Walmart.com

• We reserve the right to verify the price of the identical, in-stock item at the online retailer's website (i.e., size, model, quantity, brand, color)

• We will limit quantities to one-per-customer, per item, per day**

Since this price was stated on your website, I don't understand why you could not honor it. The CSM did not check the website although I could have provided the information required to locate this item on your website.

 

I was also asked if this was the “Internet” price. I don't see why this would make a difference. If I would have ordered this item at Walmart.com then had the item shipped to the Millington location, I'm pretty sure that your website would have instructed me to pick up the item in question at the Millington location since there was one already there.

 

A timely response would be appreciated in this matter. Two of our grand kids will be graduating from their schools next week and I will require the tripod then. Also, I do some volunteer work at the Tipton County Veteran's Service Center located in Munford TN. I record the monthly meetings there once per month and would like this tripod for this purpose also.

 

Yours for a Better World,

 

Frank Nelson

 

P.S- I just completed a chat with a gentleman named Anthony E. The conversation was copied and pasted from the chat window and appears below:

 

Anthony E.: Thanks for chatting with Walmart.com! I’m Anthony E. and I’ll be assisting you today.

Anthony E.: Hey Frank! How may I assist you?

Frank Nelson: Good afternoon Anthony. I hope all finds you well.

Frank Nelson: I have written a letter to Corporate about a problem I am having with the Walmart in Millington Tn. I have not sent the letter yet. I was hoping I could resolve this conflict with you first.

Anthony E.: With a bit of a cold, but I'm fine, thank you for wondering.

Anthony E.: Okay, please provide a brief explanation.

Frank Nelson: Sorry to hear about your cold. Not good.

Frank Nelson: I can copy and paste the letter to this chat window if you prefer. It's a little over one page.

Anthony E.: If you would be able to provide a brief explanation it would be better.

Anthony E.: Since the chat has a limit to how many characters can be inputed.

Frank Nelson: I'll paste the main part since I have already written it. I assume a 140 character limit?

Anthony E.: I have not counted them, but that would be normal.

Frank Nelson: On 05-08-2016, I attempted to purchase a Tripod for my video camera. I searched several websites (including Walmart's) and found a unit manufactured by Targus for $18.00. The description states this unit is a 58” (maximum extension) model number TGT-BK58T. I checked store availability and located this unit at the Millington TN location. When I went to purchase this unit, it was rung up at $28.00. I had printed the website page showing the unit at $18.00. I was then informed by the CSM that printed pages were not acceptable and that the CSM could not honor the $18.00 price. The unit was left at the store. The page I referenced can be located at this URL:

http://www.walmart.com/ip/Targus-58-Camera-and-Camcorder-Tripod-TGT-BK58T/16524297.

Anthony E.: Okay, I understand your point of view on this matter Frank. And I'm truly sorry about ths.

Anthony E.: This*

Frank Nelson: That's OK. It's Sunday afternoon. They're pretty busy.

Anthony E.: In this case, store prices and the online prices can always differ, since the inventory is not the same, causing these diferrences in the price.

Anthony E.: I'm very sorry about this, however, since Walmart.com and Walmart Stores, are two different branches from the Walmart Family, we would be unable to make the store accept our price.

Frank Nelson: I was asked if this was the Internet price. I could have ordered the item through Walmart.com and had the item shipped to the store, but I'm sure the website would have instructed me that the item was already available at the location in question.

Anthony E.: Well, since it is available online, you can very well order it and have it shipped, either to your home with the cost of shipping, or to the store with no shipping charge.

Anthony E.: The only downside would be having to wait for the delivery to occur.

Anthony E.: Which can be from 5 to 10 business days once shipped.

Anthony E.: Like I said, the store and online inventories are different, so the store having it in stock, does not prevent you from ordering online.

Frank Nelson: I understand that. I don't understand why they would want to ship the item to this store since this item is already in stock. Seems like it would be a waste of time and resources.

Anthony E.: I understand that, but the fact is that the Targus 58" Camera and Camcorder Tripod, TGT-BK58T that is available at $18, is not located in the store, but in one of our fulfillment centers.

Anthony E.: Which is what causes the difference in price.

Anthony E.: The store is allowed to price match, but at the end, it's up to the store's management.

Frank Nelson: OK. So I will need to order this unit from the Fulfillment Center?

Anthony E.: If you wish to confirm it at the 18$, then yes.

Frank Nelson: Got it. Thanks.

Anthony E.: Like I said, the only downside, if you wish to look at it that way, is having to wait for the delivery.

Anthony E.: No problem.

Anthony E.: Are there any other questions I can help you with today?

Anthony E.: Also, just as a heads up, I want to let you know that you may receive a brief survey at your email address about my service. It would really help me out if you were to fill it out for me.

Frank Nelson: No. That's it. Thanks for your time. Hope you get to feeling better soon.

Anthony E.: No problem, and I appreciate that! I hope I was able to assist you as you expected.

Anthony E.: Thank you for contacting Walmart.com, I’m going to disconnect now. Have a great day!

Anthony E. has disconnected.

 

It seems your stores are not capable of matching your own pricing from your website although you claim that pricing will be matched from other on line retailers. I would recommend listing the store pricing along with your Internet pricing on your website in order to eliminate any confusion in the future. I made the trip to Walmart for the above item, but also for several additional items. It's almost a bait and switch. I realize that we're only talking about $10.00 difference. But again, when I purchased last week, (2) Visio 48” LED TVs, a BlackWeb computer sound system, a Dell Inspiron 20 All-In-One computer, The various cables to connect everything, a ChromeCast, a Canon Pixma MG 2922 printer, (2) digital TV antennas, and various other items to upgrade our house, I checked the pricing for these items from several retailers and found Walmart's pricing to be the least expensive.