Howard sent a message to Doug McMillon – President and Chief Executive Officer of Walmart Stores, Inc. – Email Address that said:
I work a very busy schedule and can only speak in the evening or morning before you get into your office. I am in office all day! I'm growing more frustrated with not receiving the e gift card that was already promised. Why is this being delayed?
Hello, I'm reaching out to you again in hopes I can get my situation resolved and I can move on from the horrible experience I have been having at this store with customer service.
Let me explain a little bit first, I made an order for my autistic son who is 13. He was using his gift cards he received for Christmas. He was buying video games because he got a new video game system for his birthday. He is autistic so he loves to play video games.
I waited for the packages to arrive, which was late to start. When I received the two envelopes I noticed they was not right and there was holes. I opened them up to find out there was ROCKS in my envelope and I did not receive the actually items, which where four video games.
This is when I called and spoke to a very nice woman named donna, and was offered a FULL refund and bonus 50 dollar credit. I explained I no longer had access to the gift card and I would need a new one sent. I was told a 171.71 E gift card would be sent to me via my email. When I did not receive this I called back in and had multiple issues.
I spoke with a blair who was very rude and unfriendly and accused me of having multiple accounts, then she called me stupid and told me she didnt call about my son and she used a expletive. I was very upset and asked to speak with someone else, when she then told me there was no one else and she told me she was putting notes in my account to block me and my son from shopping at the website and also I was told she noted to not give the refund. She also blocked my emails from coming through. I was very disappointed so I made a new email to talk to someone else.
I then spoke with a Danielle a and was told she would note the account and make sure the refund was received, I was told to call in and speak to someone which I did and was given a reference number .
I spoke with a very nice person about everything over the telephone and she told me she noted the account the order for a full refund plus a 50 dollar make good credit for my son. I was told she would transfer me to someone who would get this taken care of. I was then transferred to larea who told me she would contact the gift card department and get back to me but didn't want me on hold so told me she would call back after I waited for over an hour on the phone.
When she called back she told me she wouldn't do nothing for me and when I got upset and frustrated she told me to shut up and listen and I was a liar and that she didnt care about my issues. When I asked to speak with someone in a management position she told me she was the highest person in the building and she didn't care. She then went on to say she did not care if I shopped here and she wouldn't get in trouble.
At this time I contacted doug mcmillon and I wanted to bring this to attention. I wrote in a private letter and wrote a private message to him on Facebook. I'm extremely upset and disappointed with the overall experience.
I not only was promised three times that I would receive a full refund but I also sent in pictures of the PACKAGES to confirm I did not receive the items. At this point I feel blair and larea put on my order that they would not do anything and to ignore me. I was told this by another representative here.
I work in customer service also and cannot believe this has happen, I would never treat a guest in this manner and I would never let anyone on my team speak to anyone the way I was spoken to. This is unacceptable and I mentioned I wanted the calls pulled up and listen to, but blair and larea told me they would delete these calls.
. It's hard for me to make calls or takes calls because I work a very busy schedule taking care of my son also. I don't get a lot of time and I'm extremely upset with the way I already been spoken to by several people over the phone. It would be easier to reach me through email.
I want it explained to me why it's acceptable that any guest be treated in this way? I want to know why I was offered a full refund for items I purchased but did not receive them? Why is it acceptable that blair and larea made notes to block my refund? I would like to know why any of this has happen and what I should do? I would like Mr McMillon to know this is how the corporate team handles customers? It has been a few weeks since this has happen and my son's birthday passed and he was upset to know he did not get his video games and his money was taken away.
I hope to hear from you soon and I hope I can get this resolved because I'm very sad with my overall experience and won't be shopping here because my son lost over a 100 dollars and was promised a make good credit but was lied to.
