the worst walmart ever...

[kspainhour]

I just have to rant because I had just had the WORST shopping experience at our neighborhood walmart!!!

My husband is in the military, and since our bank is out of state, we use computer printed checks (the versa-check program) --basically we print our own checks (kinda like starter checks) Anyhow, we've been using these checks since 2001 and the only problems we've been having is sometimes the check readers have a hard time imprinting them. Anyhow, we've used these checks at this walmart since August 2002..

well... tonight, we were at the checkout and i had bought a week's worth of groceries and 2 pairs of shoes for my boys. i informed the cashier that she might have a hard time running the check through the machine, because we've had some trouble with that in the past. anyhow, she leaves me at the register for 10 minutes while she searches for the manager on duty..

so they come back--and the asst manager tells me that they won't accept my check, because they've had too many computer printed checks that have bounced! i was totally shocked, because we just used a check last week--and my checks DON'T bounce!! so i asked if it was a problem with my account, and i was getting pretty steamed because she started saying "we've had over $700 lost because of checks LIKE THESE" and i said "are you saying that MY checks are bad??? because i haven't bounced any checks here.. let alone SEVEN-HUNDRED DOLLARS worth.." and she she says "well, why is your check all faded out through this part" and i say "because my laser printer needs new toner.." AND then she tells me that my bank "doesn't exist" and then changes her story halfway thru.. and then says "Well, checks from this bank have bounced..." (??!!)

anyhow, i'm just livid because halfway through our conversation, she put her hand out to me, and walked away (because when my husband came back into the store to see why i was taking so long.. i told him that "they won't accept our checks because they said they're bad"--i was so mad, i was shaking at this point)

AND when i ask if i can talk to her supervisor, she tells me that she's not here (convienient) and that she won't be back until next week. and the district manager won't be available either.. SO we had to put back all the groceries, and the kids started crying because they took away their shoes. i have NEVER had this happen to me, and it was the single most degrading experience in my life. they made me feel like i was total poor trash--i had funds in the bank.. but i didn't have my debit card on me (left it at home on the computer desk-- was shopping online!)
and the last thing i wanted was to drive back home and GO BACK to walmart..after they had accused me of writing bad checks.

i would definitely boycott this walmart--but since we live in the middle of nowhere, it would do me no good. i feel so humilitated--we use our versachecks everywhere--it has ALL our info on it--bank address, routing, acct #--it's a completely legal check... aaaggh..

anyhow, sorry for the rant. i just needed to get this off my chest. i am writing a lengthy letter--i just need to find out who and where to send it to. I would like an apology from the asst manager--although, i know she wouldn't be genuine about it.. anyone have any suggestions???

kim

[snugglebug]

I used those while we were in the midst of PCSing. Lowe's would not accept them at all no matter what. They said that they were too easy to make and anyone could print out fake checks and use them. I think they do that to protect themselves. Many stores make a list of "hot check" writers and tell they're employees not to accept checks from those people. How easy would it be for one of them to print up a check with a different name on it?! How many stores actually check ids with checks? The more I thought about it, the more I can understand their position. Few check readers will scan those checks.

With that said, once we got a permanent address, we ordered checks. I've never had a problem paying bills with the VersaChecks though. Most times stores will accept an out of state check with a military id, so even if your address is not current, you should still be able to write a check.

Good Luck!

[momtolevi]

Sorry to hear that. I guess I would've walked out of the store and left the cart for THEM to put away! Our Wal-mart has started asking for ID everytime you write a check, and in the past I was only asked once in a blue moon. I wonder if they are cracking down on bad checks (not yours) and losing money over it. Anyhow, sorry!

I'd still call HQ and tell your story, no one should be treated that way. Good luck!

[GitmoGecko]

Sorry to hear about your problems. I also had problems with our local Wal-Mart back a few months. I had a coupon that I had gotten off the internet and when I went to use it the cashier got really loud and said that I could not use the coupon there. That I was involved with internet fraud. I came home and was really mad and upset like you, so I emailed their corporate headquarters and also sent a message thru that PlanetFeedback and not too much later I got a letter of apology from the store manager. He asked what he could do to bring me back in as a customer again. I stopped shopping there for about 6 months, but like you other Wal-Marts are not close to us, so I finally did go back. I would have loved to have had her fired, but jobs are too hard to get in our area. Darn conscience! LOL!!
Hope you have lbetter luck next time.
Debbie

[kspainhour]

thanks for the posts!

i totally understand the concern about fraud and how easy it would be to commit this using computer checks.. but they need to post their policy on computer checks. the asst mgr just said that she "heard about this policy from higher up" (??)

i just finished writing a letter to the corporate HQ--man, i am just steamed. i shop there on a weekly basis.. and haven't had any problems.
i guess i will just drive the extra hour to to go target and do all my grocery shopping at the commissary. (the asst mgr added "“At least we even accept out of state checks for you military people, most Wal-Marts won’t even take out of state checks”.) I suppose us "military people" should just stick to the PX and commissary.

the ironic thing is.. i just ordered regular checks from costco today..

oh well!! i'll let you know if i get a response from HQ--gitmogecko, what did you tell the mgr how he could get your business back? to date i've boycotted 2 stores due to abhorrent customer service(laura ashley--for over 10 years! and compusa--going on 4 years)--now those were interesting stories.. but none like this one! i would boycott walmart--but here.. not going to walmart.. that's like not drinking water! LOL

anyhow, thanks for the encouraging posts--my blood pressure is FINALLY starting to go down!

kim

[carmel camel]

How horrible. The manager you had to deal with was very unprofessional. You are doing the right thing by writing to the corporate office. I'm sure they will not appreciate the way in which you were treated (I can't believe that you had to put back your own groceries. I would have made them do it). Going to the manager of the store probably will not get any results for you, but going to HQ will.

Good Luck!!

[Luna Sea]

First of all, I am so sorry how they treated you, Kim. I would have been madder than heck too.

I agree that you did the right thing by writing to Walmart HQ.
Good luck!! Let us know what Walmart corp tells you, okay?

It pays to get the corp office involved sometimes. I had a very good outcome with Dell after a big mess that happened.

We ordered a computer online from Dell and it seemed painless - we choose the system we wanted and upgraded as desired. The package came with a free 3-in-1 Lexmark and several other free upgrades.

We got a confirm for the order shortly thereafter. From that point forward, everything went downhill pretty fast. We got an email from Dell about a week and a half after the order was placed and they needed us to call them. We did. There was a delay in the Pentium 4 hard drives and they wanted us to give us the option to cancel the order OR okay the continuance of the order. We approved the order to go forward. This happened twice and we called them again and told the same dude that we still wanted the computer - go ahead with the order. No problem and we didn't mind waiting.

A month after we ordered, we got a shipment from Dell. However, the monitor and the printer were missing. We went online to get the phone number we had called before so we could talk to "our" dude, and I happened to check my account while there. Lo and behold, my original order had been cancelled and revived under a new order number but without the monitor. Then that order was cancelled and split into three separate new orders and the monitor order number was then cancelled. It made no sense as to why they had done this and now I was missing my monitor and free printer.

We spent 2 days talking to different reps and their supervisors and even though they all agreed that the screwup was Dell's fault, no one would step to the plate and take responsibility for this and make it right. They said the promotional deal we had paid for had expired since we had ordered and we could purchase the same monitor separately for the higher price but they would not ship us the free printer. The final straw for me was a testy rep who said there "was NO way we were getting the stuff from that order for that price because that deal was dead" and suggested we pack up what we did get and ship it right back for a full credit because that was our only option unless we paid the higher cost. Period. Yes, he said the word "period."

Hubby and I were livid. We decided to keep the system because it was still a good deal since they removed the monitor cost from the total. We went to Circuit City and purchased a black monitor (LCD, flat panel, 19") and it cost us more than the one we initially ordered from Dell but no way were we going to pay Dell more for screwing us over.

I then wrote a letter to Dell Corporate in Texas and explained the whole deal. I sent them copies of all emails, documentation of all phone calls and the names of everyone we spoke to. I also sent them hard copy printouts from their website showing all the order recycling that happened and the subsequent loss of the monitor and printer. I told them I had purchased a monitor from one of their competitors and paid more in order to complete my system.

At this point, all I wanted was my free 3-in-1 Lexmark and an apology.

About 3 days after I mailed the letter - my hubby got a phone call from Dell Corp at about 8:30 pm at night. A nice lady said that she was appalled by what had happened to us and that those people we talked to were all going to reprimanded and would be going through further customer training classes. She assured us that Dell does NOT train their people to be so unresponsive and uncooperative and this should have been taken care of as quickly as possible and there was no excuse for them not doing so.

She said that our free printer would be on the way to us in the morning and gave my hubby a UPS tracking number. She also asked about the monitor we bought and what we paid for it. The difference was about $179 - between the one we bought and the one we intially ordered from Dell. The lady said she would have our account credited for $200 to cover the difference. She then gave my hubsand her name again and her extension at Dell Corp and said if we had anymore problems to call her directly.

I thought that was wonderful and I was very pleased with the outcome.

Dell is a great product and I love my computer - but I hope no one has to go through the headache we did to get one. I have had a lot of friends purchase from them with no problem so maybe our mess was a fluke - but I'm glad I wrote tot he corpoarate office and I'm glad they are so reactive to complaints.

[startn]

Wow Kim!!!!!....That was not only a very 'embarrasing' situation for you to have been put through, but it was professionally 'so wrong' on WalMart's behalf. When a store changes it's policies, which they definately have the right to do..they should inform you of those changes in a polite manner.

Sadly for most businesses, their employees "ARE" the representation of that company that the consumer sees and deals with. For an 'employee' of ANY company to argue, take a tone with you, and especially 'stick her hand up to you and walk away'....is reason for dismisal! WalMart has build their business on having the best employees, and by taking their customers satisfaction 'very seriously.'

You should definately write their Corporate in Bentonville and explain to them 'exactly what happened.' And emphesis to them that if they have changed their policies, their manager could have politely and courteously explained that to you..."After" they completed your current transaction. But tell them for an 'employee' to stick her hand up to you....as if saying 'talk to the hand, because the face ain't listening'....was embarassing, rude, and not acceptable behavior! After all...without the consumer...there is NO BUSINESS! And provide them with every bit of information to contact you.

For some reason, some employees have 'somewhere' been misinformed on what their role is in a company. I've fired people for less! Good Luck!!! Be sure to post and let all of us know what kind of resolve they offered.

[startn]

And LUNA BABY!!!!!

YOU GO GIRL!!!!!

[GitmoGecko]

Kim...........I just told the manager that I would not shop there anymore. Of course, I was like you and broke after about a year. It is an hour drive to any other Wal-Mart. Being in your case ( we are retired military!) I would let them know that I was going to my wives club and informing all of them and we would all band together to boycott them! Let them know that you have the commissary and exchange (PX) to get your things and that you don't even have to pay tax on the items there. I hate the way people group all "military people" together like we are another class or come from another planet! Like to see what these companies would do if the military moved out of their communities. They act like they don't need us, let that happen and see how much they cry then. I am sure their attitudes would change toward those "military people" then. Good luck!
Debbie

[kspainhour]

thank you for all your support guys!

i mailed off a scathing letter to HQ yesterday (sent it to lee scott, CEO) i doubt he'll actually see the letter, but i did send it certified mail, return receipt, and restricted delivery (you should've seen all the paperwork on the envelope!) so i'm hoping that will catch the attention of someone there (instead of going straight into a slush pile)--i also mailed off letters to the regional and district managers--and i will be sending a letter to the local walmart manager.

Luna sea, you totally rock! i read your earlier post regarding dell--that was absolutely wild.

debbie-- i cannot agree with you more. the military pumps a lot of $$ into the local economy... i will definitely be spreading the word around post of how i was treated at walmart...

i'll post an update when/if walmart customer service contacts me. this should be interesting! (btw--i am on day 3 of the "Walmart boycott" no symptoms of withdrawal yet... )

again, thanks for all the support!!

kim

[Luna Sea]

Thanks Sandi & Kim!! I did feel good when it was all over!!

I believe you will get a response, Kim - I really do. And it's nice to know you're having a painless WM boycott. I'm rooting for ya!!

And Debbie - you made an excellent point!! There's no need for retailers to bite the hand that feeds them.

[Janny]

I have worked for WM for several years (including backup in the accounting office) and that is not a Wal-mart Company Policy. Sometimes because of a rash of bad checks a manager will make a knee jerk decision that is bad for everyone. One weekend at our store a support manager decided that ALL checks required ID. Boy did that cause a lot of problems. Did they even try to run the check through the check reader?

Also the comment about Walmarts not accepting out of town checks is wrong. All the stores are on a national check verifying system that is also connected with other retailers.

About contacting WM. Most of the time if you call 1-800-WAL-MART you will get your complaint heard by someone pretty far up the chain of command. Those calls are taken seriously. I guess they figure if someone takes the time to make the call there are others that haven't. I am sure with your letters you will be assured of getting a call back from someone with an explaination and apology.

Good luck and I hope you post back what happens.

Janny

PS Our National Guard troops here in OK are heading your way (ft leonard wood) very soon, maybe as early as Thursday. Take good care of them. There are a few very dear to us that have been called up.

[kspainhour]

ooookay! well, i thought i'd give you all an update on the walmart experience!!

i sent out letters to the CEO, regional mgr, district mgr, and the store mgr--my husband got a call from the district mgr apologizing--and the next day the store mgr called and tried to set things straight. apparently they DO accept computer-printed checks... all the associate had to do was to manually key it in. the store mgr said that she called a meeting with her management staff and the regular associates and briefed them on this issue.

i also received an apology letter from the store mgr and one from the assistant. Oh.. and they issued me a $25 gift card (for the "inconvenience that they may have caused")

so i feel a "little" better--but am still pretty miffed (the kids are still asking me "mommy, are the people going to come back and take our stuff" when we go shopping)

i do recommend to anyone who has had a bad experience with walmart to write letters and complain to the customer service hotline. i did see results--and hopefully no one will have the same experience i had with this local walmart...

thanks for all your support!!!

kim

[startn]

That's Great KIM!!!

WalMart usually moves very quickly to resolve any issues... and from our experiences with them....their customer service is the most important aspect of their business...as it should be!

Chalk it up to both a great learning experience and learning how to voice your opinion when you feel you've been treated unfairly....and it's now up to you how to handle the kids questions. It was an unfortunate mishap that has been made right...and kids reactions are a reflection of their parents reactions. If this is the worst experience they ever have...then they'll be fine!

Enjoy spending your $25 Gift Card!!

[Luna Sea]

Bravo, Kim - I am so proud for you! You didn't just sit back and take that tacky treatment and it sounds like it shook a bunch of folks up. That's a good thing. I think sometimes people get complacent and cyncial working day after day in retail (or anywhere) and it just goes to show - you can't treat people badly and just walk away.

My favorite part is the meeting with management staff to set them straight. Wonderful!!

After a few times back without hassle - your kids will be just fine. Have fun with the GC - get something fun with it!