Brenda C.
Yelp
I have been using the grocery pick up service at this store for over 2 years with some minor irritating inconveniences. Today was the worst. I checked in when I was on the way, but when I got to the store I was unable to let them know on my app what spot I was parked in, due to a poor connection. After multiple attempts and sitting there watching cars, that arrived after me, leave with their orders, I called the number on the sign in front of my parking spot. No answer. Left a message. No one called me back or came to my parking spot. When a store employee was loading the trunk of the car next to me, I rolled down my window and asked him to check on my order. When he was done there, he looked at his tablet and told me I had not checked in, which I had. He went for help (I guess). Since I had been sitting there for 45 minutes by then, I had a chance to check on the items on my order that were marked out of stock. All 4 of the out of stock items were actually in stock, so I started a new order on my app with those 4 items in my cart. Finally, another store employee, that I had not seen before, came to my car and I told him how long I had been waiting for my order and that my out of stock items were actually in my cart for another order. He told me that since I couldn't tell them which parking spot I was in, they didn't know that I had arrived even though I had checked in, and that I should have called. My app clearly indicated where I was, and I DID call. I asked him why there were 4 out of stock items when I had just placed all 4 in my cart for a new purchase while I waited in my car. He said it took a while for the system to update. Even if my 32 oz bag of broccoli or my mild restaurant style salsa was out of stock, I asked why I was not offered different sizes of bags of broccoli or medium salsa, etc. He blamed it on the way their system works. I asked him if someone could go get salsa and broccoli, as those were the only 2 items that I really needed. He said that wasn't possible. I told him the items were in my cart and I would place another order right then and there. He told me that there were no other pickup times available today! Really?! There were no apologies. None of the employees bringing the orders to other cars stopped to ask me if I had been helped until I called to one at the car next to me. By the time I got my incomplete order I had been sitting in my car for 1 hour. I had to go down the street to Costco to get broccoli and salsa.
Note to Walmart: It's all about customer service. Many mistakes, inconveniences, incompetence can be overlooked/smoothed over if you have good customer service. Fred Myer is a few miles away.
