Solomon F.
Yelp
Invented policies, refusal to cite rules, and denial of visible evidence
I am writing this because I encountered a level of egregious behavior that should concern any customer who values honesty and transparency. I have already reported this incident from a few weeks ago to Walmart Corporate, and they acknowledged the integrity issue and promised corrective action. Nevertheless, the public deserves to know what is actually happening on the ground at this location.
Before this incident, I had mixed but generally neutral impressions of the Secaucus Walmart. It is always extremely crowded, the parking lot is chaotic, staff are often hard to get help from, and it is common to deal with pushy customers who will physically walk into you and/or aggressively cut you off, only to stop short and block your path, even when you say "excuse me." However, the store does have a large selection and usually keeps items in stock, which I appreciated. Prices were not especially good, but I didn't think much about the store overall until I needed help with a basic task.
That changed during a recent visit.
One supervisor asserted a verbal-only "policy" that does not exist in writing and directly contradicts Walmart's own website. When asked to cite the policy or put it in writing, he refused.
A second supervisor did not address that claim and instead refused to engage with pricing evidence that was clearly visible in the Walmart app, including on both my device and another associate's device. Rather than acknowledge or review that evidence, she repeatedly ignored it, even when it directly contradicted her explanation. She even turned her head away from my device to avoid looking at it, which is not what anyone would expect from an open and honest customer service interaction.
I was subjected to multiple misleading explanations, shifting rationales, and a refusal to provide a clear, documented policy basis for the store's actions. When I asked for clarification or accountability, my questions were dismissed instead of answered. The only consistency was that I was repeatedly given inaccurate statements to enforce a specific outcome.
To be clear, my concern is not Walmart's price match policy or its exceptions. I understand that policies can have exclusions. However, if policies exist, they should be explainable, consistent, and written. Staff explanations of policy should not contradict publicly documented corporate records, and visible evidence should not be ignored when it conflicts with a preferred narrative. That standard was not met here. If you want to be ignored, lied to, and gaslit by management, this is the store for you.
