Walmart - Exceptional Customer Service

[kdibattista]

I know there have been several threads in the past about Walmart's horrible customer service so I wanted to post about the great service I received today.

I purchased a carpet cleaner (shampooer) on clearance for $110 around the end of November. I used it once and it worked great so I threw out the box and receipt (I know... BIG mistake and one I won't make again). I went to use it a second time towards mid December and there was either a crack in one of the canisters or a piece that broke inside because the water just seeped from the canister onto my rug and through to my hardwood floors (I know this because for about a week you could feel the wood underneath pushing up). I called Walmart right away, talked to the store manager and explained the situation. He said that I could bring it back and exchange as long as they had the same one. Knowing how crazy Walmart is around the holidays I waited until this morning to bring it back and honestly, thought I would get turned away because I waited a few extra weeks. I went to customer service with the machine, no box, no receipt, and they said "no problem... go grab another one". I went back and there was not another one in stock. I assumed I would have to take the broken one home with me and either suck up the loss or contact the manufacturer. The assistant manager was there and told me that he would either give me another model that was on clearance (although a few bucks more) for an EVEN exchange or I could get a higher priced one and pay the difference. I ended up getting a higher priced one and went on my way... with the box, the new reciept and no hassle.

Now, Walmart could have very easily and well within their right refused to do anything, let alone go above and beyond what they did. I could have had the thing for a few years (since it was a clearance item)... I could have broken it myself... I could have gotten it from another store. They still gave me no problems and again, went above and beyond.

So, just wanted to point out that I got exceptional service and intend of forwarding my appreciation and compliments to the corporate office.

 

[phorsenuf]

I have never had a problem with exchanges at Wal-mart. In fact I've never had a bad experience there. I guess that's why I don't get why people have such a hatred for them.

The only thing I do not like is they way they changed their meat department. Everything is prepackaged now and very institutionalized like. I liked it better when they packaged their own meats.

Aside from that our Wal-mart is great. Nice people, very clean, great customer service.

 

[DisneyMommyMichelle]

i like WALMART custome service! i just don't like the produce

 

[mickeyfan2]

I think that your attitude has a lot to do with the type of service you get. Yes I know that there are exception to this but in general this is what I found. I try to work with them and in turn they try to work with me. If I got in demanding then they put up road blocks at every turn.

 

[Missy1961]

My dad had a postive customer service experience there too (photo Christmas cards were cropped wrong. The manager of the photo dept. walked him over to customer service to make sure that he got every penny back), but not as great as yours. You're right, they could have turned you away, but they didn't. I'm glad you're going to let corporate know, I think everyone complains, but few praise.

 

[1Prince2Princesses]

I have two WalMarts close by. One has exceptional customer service. The other does not. Overall, though, their CS department is great.

Sounds like you had a really good experience today... glad you got a new shampooer!

 

[mickeyfan2]

Now the biq question is do you and your shampooer make house calls?

 

[kdibattista]

Now the biq question is do you and your shampooer make house calls?

 

[C.Ann]

I hate making returns, but on the few occasions that I have had to return items to Walmart - with or without receipts; with or without boxes or packaging - I've never had a problem..

DD had an interesting encounter with Walmart a few years ago.. She had two large carts full of items - one of which was a $120 item.. When the cashier rang up her order she thought something was "off", but was in a rush to get home, so she figured she would go over the receipt there, while unpacking all her items.. Turns out she was never charged for the $120 item! She called the store immediately, talked to the manager, and told him she would come back with the item so she could pay for it.. He told her NO - it was their mistake, keep the item and enjoy it..

I can never understand all the complaints about Walmart because I have never been in one where I encountered any kind of issue that would prevent me from shopping there..

 

[picantel]

if you want to read up on hilarious wally world customer experience, check this guys blog: http://bbcamerican.blogspot.com/

 

[kdibattista]

 

[kdibattista]

Thanks for the link... I spent most of last night reading

This is my favorite entry so far:

I want to make a complaint

It never ceases to amaze me the things that people are willing to complain about.

Take Sunday. It was like a scene from that movie with Adam Sandler and the kid. This woman comes up and she is steaming. She wants to complain. And not to us.

We call the supervisor over. I don't know if the deli got her upset (one woman complained that a girl in the deli "took too long to wash her hands" one day) or if a cashier bagged her stuff wrong. Whatever.

Do you know what this woman's complaint was?

She was in such a hurry to get her shopping done that she didn't have time to stop and get her little precious baby of a son a sausage biscuit at McDonald's when she came in.

Then, by the time she checked out and went to McDonald's, they were no longer serving breakfast, only lunch.

She was SO UPSET that she was never coming back to Wal-Mart again.

Umm. We never got the logic of all of this.

You drove to Wal-Mart. You passed McDonald's on the way inside. You ignored the kid when it said it wanted a sausage biscuit. You shopped for an hour. Then you blame Wal-Mart because McDonald's has to certain hours when they serve certain foods? And instead of complaining to the manager of McDonald's and threatening to stop patronizing THEIR business, you threaten to never darken OUR door again?

What's the common thread here? YOU need to take responsibility for YOUR own stupidity woman? It is common knowledge that McDonald's quit's serving breakfast at 10:30 a.m. God, Buddha, Shiva, Kali, Baal and a host of other deities have no pity on you!

You know what I say? Good riddance to bad rubbish!

 

[ilovejack02]

Now im going to have to read that blog!!