Corporate incompetence

[milestogo]

I placed a grocery order last night with Walmart, and scheduled a delivery for 9-10am today.

I know they are short-staffed and sometimes you don't get things on time, especially on the weekends.

At 9:45 I get a text saying my order may be delayed. I hear someone at the front door, and when I open the door I see that an order from Walmart has been delivered. Nobody in sight. But it's not my order, its somebody else's. Pop and snack food.

A few minutes later I get a text asking me to confirm my substitutions.

I call Walmart Customer Service around 10:30 am to ask where my order is, and report that I got someone else's order.

Customer Service is probably not on the same continent as the store. We go around a few times about whether I want to cancel the order. She says she'll call the local store. I have called the store a half dozen times in the past and nobody has ever answered the phone. The voicemail is always full. You call them, it gets you nowhere.

I try to impress her that I really want food today. I'm not sure if my order is still going to be delivered or what. She cancels the order but is not able to reverse the charges. "There's a problem with the system. The hold will probably come off after a couple of days". She has no idea what happened to my order, but its marked in her system as "delivered".

I tell her I want the charge reversed today and she sends me to Capitol One. They are also not able to do anything for me in terms of reversing the charge.

There's a complete disconnect between "customer support" and the customer. Even if you realize a mistake immediately (like this stuff you left at the door isn't mine) they don't do returns. Even non-perishables. They eat the loss.

And there is no feedback to the store that the delivery person they hired is an idiot who leaves hundreds of dollars of food at the wrong address. They can keep doing it all day long and never get in trouble.

I'm fed up, but I'm out of food. So I have to go get groceries.

[bucolic_frolic]

1. It would be so much better if they had autonomous drivers

[Axelrods_Typewriter]

2. And people wonder why I still go into the store instead of using pickup or delivery.....

[milestogo]

3. When it goes well, delivery is great and saves time.

But when it goes wrong, they don't have a process for dealing with it. And I doubt its different anywhere else.

[moondust]

4. Too big to...manage.

With so many stores and so much stuff packed on the shelves, I don't envy the folks who have to keep track of it all--for "modest" wages while the "owners" are making billions sipping cocktails out on their yachts.

[milestogo]

5. They have constant staff turnover too.

You're just dealing with a corporation. No human face whatsoever.