Tom sent a message to Doug McMillon – President and Chief Executive Officer of Walmart Stores, Inc. – Email Address that said:
Mr. McMillon,
I want to express my discontent and concerns regarding a recent purchase through Walmart.com…and ultimately through OJ Commerce.
On Saturday, June 11th, I placed order through Walmart.com for a folding table that cost $49.71. As it was indicated on the order confirmation that it would take 2-3 weeks to ship, my wife informed me that we needed it much quicker than that and proceeded to order it from another retailer. Ten minutes after placing the order with Walmart.com, I attempted to back-pedal and cancel the order before it even got processed. Walmart’s web site would not allow me to process a cancellation through that method, so I called Walmart.com directly and spoke with their customer service.
I was told by customer service that because this was actually ordered through a third party (OJ Commerce) that I would need to contact the third party . It was clearly stated that Walmart was no longer involved and that I would have to deal directly with OJ Commerce. I called OJ and received a message that they were only open Monday through Friday and that I would need to call back during normal business hours. I then received an e-mail a couple of days later that the table had already been shipped out, so at that point, I just figured I would just return it to the local Walmart store once I received it.
When I attempted to do that upon receiving the shipment a few days later, I was told by the Walmart representative that because this was ordered through OJ Commerce that there was nothing they could/would do and that I once again needed to contact OJ Commerce.
I then called OJ Commerce, I was told by the customer service rep that there would be the standard 30% restocking fee, which under the circumstances, I found to be unacceptable. I then asked to speak with a supervisor, and was connected with one who escalated internally, and came back and said that he was able to waive the restocking fee and said he would e-mail me a return authorization (minus the shipping costs, which I agreed was understandable). Once they obtain the tracking number for the shipment back, a refund would be processed.
When I brought the table to UPS store, the cheapest shipping option they had was $39.27. I just wanted to be done with it at that point, so I figured I’d “only” be down $40, rather than $50. After shipping it back, I was informed that I received a credit for $34.80 (which is $49.71 minus the 30% re-stocking fee), unlike what they had promised.
So, now OJ Commerce has the table, and I am down a total of $54.18 with nothing to show for it. I will NEVER purchase another item from either Walmart.com or OJ Commerce.
Thank you,
Tom
