• Report: #825242

Complaint Review: Walmart.com

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  • Submitted: Thu, January 19, 2012
  • Updated: Fri, January 20, 2012

  • Reported By: Christina — New York USA
Walmart.com
Nationwide United States of America

Walmart.com Walmart Walmart.com stole money from me!! Unknown, Nationwide

*Author of original report: Answer...

*Consumer Comment: Question:

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I will outline below by part #:

1.   List of my phone calls to your company up to the point I filed my first complaint.

2.   Explanation of my situation.

3.   List of excuses your company has given me on my many phone calls.

Section #1: List of my phone calls to your company up to the point I filed my first complaint.

Me
12/10
3:14 PM Walmart.com 35 Off-Peak
12/12
8:59 AM Walmart.com 22 Peak
12/14
11:09 PM Walmart.com 25 Off-Peak
12/15
3:54 PM Walmart.com 22 Peak
12/20
10:44 AM Walmart.com 3 Peak
12/22/2011
10:41 PM Walmart.com 32 TOLL-FREE
12/24/2011
04:16 PM Walmart.com 34 TOLL-FREE
12/22/2011
11:02 AM Walmart.com 27 TOLL-FREE

John (My husband)
12/15
10:27 PM Walmart.com 7 Off-Peak
12/16
6:35 PM Walmart.com 14 Peak
12/16
10:13 PM Walmart.com 58 Off-Peak
12/20
5:23 PM Walmart.com 22 Peak

Section #2: Explanation of my situation

On November 30th, 2011 at 4:30pm my husband and I were closing on our first home when I went into early labor.  It was a very stressful situation.  The day before I was set to bring our daughter home from the hospital we realized that the crib we had been gifted was unsafe to put her in.  My husband brought my laptop to the hospital and I started searching for a crib.  I went to Walmart.com to purchase a crib partly because I had saved up gift cards for an emergency and partly because I received an email with a nice crib for sale.

I decided to wait until I came home to order the crib so on December 7th, 2011 we ordered the crib from Walmart.com.  I was so excited to get a crib for our daughter and make up her room in our NEW house! 

On December 10th mid afternoon the crib arrived damaged.  We didnt even open the box because you could clearly see from the box that the crib inside was damaged.  There were 2 large holes into the box and pieces of wood broken falling out of the holes. 

I immediately got on the phone and called your company.  As explained in my complaint filed with the Attorney Generals Office the first representative told me all of these things making me feel so much better BUT they were all
misrepresentations of what would happen.

As of this date I have spent a total of over 6.5 hours on the phone with your company trying to get help! 
I have called corporate as well as every other number I could find.  Not one person could/would help me! 

I JUST WANTED A CRIB FOR MY NEW BABY!!

I didnt want my money back or anything extra!  I just wanted my baby to have a crib!

She still has NO crib and we still do not have all of the money back that we spent to purchase the crib!
 
Section #3: Excuses from the company

    We cant do anything it has been escalated to billing already.

    We have to wait for billing to fix the problem.

    The refund wasnt issued properly.

    The money takes 3-5 business days to be refunded.

    The money is being held up by your bank.

    The billing department was waiting for the original item to be returned.

    The billing department issued the refund the wrong way.

    This has already been escalated 6 times to the billing department and they are the only ones who can fix the issue.

    We cant send you a new crib unless you pay for it in full first and then wait for the refund to come.

    We have no choice but to escalate it again and wait for billing to fix the problem.

I ordered: Graco - Freeport Classic Crib, Classic Cherry - Model No.: 5587816 for $89+ taxes/fees on 12/07/2011.
Order Number: 2677054-769024 - Paid for with 2 gift cards.
On 12/10/2011 the crib arrived damaged. I immediately called Walmart.com at 1-800-925-6278. I placed the call at
3:15 pm and was on the phone with a representative for about 35 minutes working things out.
What she said she would do is this: Send me the Graco - Lauren 4-in-1 Convertible Classic Fixed-Side Crib, Espresso
(Model No.: 2354497 - Priced at: $149.54) for $89 with no shipping charges and the shipping would be upgraded
free of charge to expedited shipping.
I agreed and just really wanted a crib for my newborn.
The lady then explained that both of my gift cards would be refunded for all that I spent on purchasing the crib. The
funds would be available within 48 hours at which time I needed to call back and they would immediately send out the
above described crib Model No.: 2354497 for the original price paid of $89 with free expedited shipping, which
would allow us to have the crib before Christmas.

 I called back on 12/12/2011 and spoke with a representative for about 23 minutes. At which time I was informed that
notes were not properly written on my account and I would be waiting for the original crib to come back in stock. At
which time they would contact me and ship the crib. I was upset and and requested something be done because I
NEEDED a crib. I was also informed that the refund could take another 5 business days. The original representative
had, according to this person, been mistaken about the time frames.
I then called back on 12/14/2011 when I had received the incorrect amount refunded to me. I should have been
refunded: $96.12 but was only refunded $67.60. I have yet to get the money back or the crib and they have the
original crib back already!

This report was posted on Ripoff Report on 01/19/2012 12:22 PM and is a permanent record located here: http://www.ripoffreport.com/r/Walmartcom/nationwide/Walmartcom-Walmart-Walmartcom-stole-money-from-me-Unknown-Nationwide-825242. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Answer...

AUTHOR: Sambina1 - (USA)

I did not call a local store because by the time I found out I could have they had already done all of these things and had the original crib back and said they were issuing a refund. 

I didn't care about if the crib was a upgrade or not but that is what I was told so it is part of the situation.

I just wanted a crib.  I really didn't care if it was the same one or an upgrade it didn't matter to me at all.

They are not making me wait on shipping costs.  The shipping was free.  They are not giving me back all of my money because they have many excuses about problems refunding it and on and on.  It has nothing to do with shipping charges. 

What they have yet to refund is only around $30 but that is not the point.  The point is that I am on a firm budget and that $30 really matters in the scheme of our household. 

Walmart is a huge company and they have yet to properly address the issue.  Either give me my full refund amount or the crib I ordered.  I don't care which!  I just want something done right with this situation. 
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#2 Consumer Comment

Question:

AUTHOR: Ashley - (U.S.A.)

Did you call a brick and mortar walmart store in your area for help? You can return items from walmart.com to the store level. That likely would have been quicker. It may have arrived damaged, but walmart is under no obligation to upgrade you to a different crib for free, and they can make you wait on shipping if you still want the item. I know I ordered a computer desk in november that didnt arrive til january from walmart.com.

What did they say when you were refunded the incorrect amount? are you only out 30$?

Also, I have a brand new baby in my house also, I would reccomend geting a bouncer for your newborn to sleep in for the time being. They are wonderful.
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