Walmart Supercenter

I had a very unique experience last week and I feel forced to share my feedback for the improvement of your leadership. I purchased an Omni Travel System on October 25^th, 2015 while anticipating my bundle of joy, mid-​November. Order number #590 165 693 381 428 was delivered on Tuesday November 3^rd.
After delivery, I immediately began using the carrier… but due to the age of my child, I didn’t have a need to use the stroller until she was approximately 8 or 9 weeks old. I noticed the wheel was wobbly and I often had to force the stroller into a certain direction. And with using the carrier, the seat would get stuck in the base quite often. On 2 occasions, I had to remove my baby from the carrier and come back to un-​jam it later. After speaking with another first time mom, I learned this was abnormal and I immediately wanted an exchange.
I called Walmart Customer Service on January 28^th and spoke with a representative that indicated I was just outside of my return time-​frame, but he would accept it back. He mentioned that I needed to have it outside and it would be picked up and a new one would arrive in 2 – 3 days. I informed the representative that I couldn’t possibly wait 2 – 3 days as I didn’t have any other way to transport my child. He stated he could charge me for a 2^nd one while I wait for the new one to arrive. While this was the better option, I let him know I didn’t want to continue with a defective item OR repurchase the item. He stated the store was my only option.
I went to the website to see if the local store had this stroller set and called customer service to confirm. The representative that answered stated they did not have any in stock. I drove up to the store to check for myself and there was quantity 1, as the website stated.
I returned to my SUV to bring the box and all of its components into Walmart. As I approached customer service, I handed the representative my order confirmation and she swung the monitor around to show me my return period expired. I informed her I had just had a conversation with a representative who encouraged me to bring this into the store for an exchange due to the urgency of my situation.
The representative apologized and said there was nothing she could do. I asked for the manager.
The assistant manager stated there was nothing she could do, and the representative via the phone should have changed the dates in the system to allow for the return. She gave me a telephone number to call and I did, right off to the side. I called 1.855.315.2743 and spoke with a representative that was very nice and offered to send the travel system free of charge and for me to call back for them to pick it up the defective one.
While that was enticing, I advised her I was already at the store and didn’t want to leave and put my newborn in jeopardy with a travel system that wasn’t working properly. I asked for the customer service manager and she advised me that it was up to the actual store manager.
I asked the original manager who said there was nothing that could be done, to summon the store manager and she said they were at lunch. I asked the customer service manager on the phone to wait with me. About 20 minutes later, the assistant manager approached a woman (I am assuming store manager) who said there was nothing she could so because it was over $ 200. The assistant manager returned to me and gave me the news, but I asked for another manager. She said they were in a meeting?
The customer service manager on the phone was surprised at my experience and offered me 20% during the call. I didn’t even want it, I just wanted an exchange.
The call lasted 45 minutes, with 15 – 20 more minutes of discussions and waiting on permissions and lunches to end.
I am taking the time to write about this experience because I can’t believe this is the level of service I received. I work in customer service and recognize that this was below very poor service.

This is one of the better Walmarts I’ve been to, and that’s not saying much. The lot and store were less crazy than others. I don’t mean busy– they’re always busy– I mean crazy. Odd behavior, mostly by customers but sometimes by employees.
Anyway. I stopped by this one since it was handy, and we needed a couple of things that we couldn’t find elsewhere. That’s really my only reason for ever going to Walmart. I avoid it when possible. They were out of the things we needed, and the shelves were very disorganized. Items in the wrong place, trash cans but no corresponding lids for them, etc. Prices aren’t better overall than Meijer, in my experience.
I was not impressed. I walked out empty handed. I’ve done that before at Walmart. I didn’t enjoy the experience, and I will continue to avoid it when possible.

This has been claimed to be recently remodeled… it looks the same as always.
I am quite the fan of this particular WalMart… it close to my work, helps to stay out of morning traffic, and is very clean!
They have a fairly good selection of frozen vegetarian options.