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Report: #591216

Complaint Review: Walmart Stores - Florence Alabama

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  • Reported By: Urn — Muscle Shoals Alabama United States of America
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  • Walmart Stores 3100 Hough Rd. Florence, Alabama United States of America

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I started working at Walmart in July of 2006 as a cashier. I was originally only supposed to be seasonal help. However, I stayed on as a regular employee. Eventually, I worked my way up to CSM (Customer Service Manager). A CSM is a front end manager over the cashiers, cart pushers, people greeters, Service Desk and Money Center. CSMs also have to handle customer complaints and comments. 



During my 3 1/2 years with Walmart, I never once had any customer complaints. My customers loved me. However, just like with any retail job, there are always going to be instances when customers and associates don't see eye to eye. Walmart has a very strict check cashing policy. A customer checked out and his method of payment was a government check that he wanted to cash. The cashier was very unsure of the check, so she called me over there to ask for my approval before she went any further. After seeing the check, I asked the customer if it was a government check or payroll, because those are the only two types of check Walmart will cash. He became very irate and rude immediately, and told me that it was neither.  I had never seen that type of check before. I, too, was very unsure, and since he told me it was 'neither', I politely told him that we would not be able to accept it. Naturally, that upset the customer even more and he began yelling and cussing at me and the cashier. He then proceeded to tell me that it was indeed a government check. The fact that he was going back and forth on what type of check it was made my decision easy. However, I was being polite and I tried to explain to him the company policy. He did not want to hear anything I had to say; he repeatedly interrupted me and then stormed off after screaming "Just keep my stuff!". Stunned and frustrated by his attitude, I went back to my duties and didn't think anything else about it. 



About five minutes later, the customer returned to the CSM podium with a manager-in-training; she is not yet an actual manager, she is still in the training program. The manager asked me why I would not cash his check. I had no more than opened my mouth and the man was interrupting me once again. I became nervous because not only was this man very upset with me, but one of my bosses was witnessing it. I waited for him to finish yelling at me before I spoke, but it became an endless cycle: I would try to explain the policy and why I was uncomfortable cashing his check, and he would interrupt me. Of course I was getting upset and frustrated. I finally turned all my attention to my manager, who might I add, just stood there the entire time and watched this man yell at me while I tried to explain myself, and said "Since he will not let me speak, can I just explain it to you?" She then nodded and let me explain, all the while, this man is still yelling and cussing in the background. After I finally got my explanation out, she then took the customer around the corner to the Money Center. For about fifteen minutes she communicated with another manager trying to decide if she should cash his check. By the way, she was unsure if she could cash it, too. She eventually cashed his check but told him that we would not cash it in the future. I never heard from her again the rest of the night, or for four days after that. 



On the fifth day, I was called into the office and terminated because I had "very poor customer service skills" with the customer. I was told that we had been very inconsistent with that customer, and that we do indeed cash that type of check. During that time in the office, I was so surprised and upset that I was losing my job that I didn't think of all the reasons the termination was unjust. 



First of all, as previously stated, in almost four years, I never had ONE customer complaint. Secondly, I should not have to do anything I am uncomfortable doing. I was following policy and the customer's initial statement that the check was neither government nor payroll. Thirdly, the customer was not satisfied with my answer, so therefore he wanted someone above my head. That's why he got a member of management. However, she brought him back to me and let me deal with him again, even though I had already dealt with him. It is her job as a manager to take over when I am unable to make a customer happy. Also, since she failed to take control of the situation, the moment she felt I was being too rude or showing "poor customer service skills", she should have stepped in and made me walk away. I thought I was supposed to be able to depend on my management team to help and assist when there are issues. She could clearly see that both myself and the customer were extremely upset, so I cannot understand why she stood there and took no action to take control of the situation.  She obviously has "poor management skills".



I tried to use the so called "Open Door" policy and fight my wrongful termination. It was a total waste of time. According to Walmart, a manager's opinion weighs heavily on the outcome of situations, and her opinion was the only one that mattered, even though there were no other witnesses other than myself, the customer and her. I guess details such as my perfect record with Walmart, my above-average job performance, and excellent experience and qualifications don't matter to Walmart, as long as they make a few dollars and let their managers-in-training get the experience of terminating someone. 

This report was posted on Ripoff Report on 04/09/2010 03:18 AM and is a permanent record located here: https://www.ripoffreport.com/reports/walmart-stores/florence-alabama-35630/walmart-stores-wrongful-termination-florence-alabama-591216. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
9Consumer
0Employee/Owner

#9 Consumer Comment

Chuckie

AUTHOR: Lord High Goblin - (United States of America)

POSTED: Wednesday, October 12, 2011

Chuckie, why are you trying to hijack others posts instead of working on your own. 

Hugs and Kisses from your betters

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#8 Consumer Comment

But...

AUTHOR: I am the law - (USA)

POSTED: Monday, October 03, 2011

But, Charles, I do know it all.

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#7 Consumer Comment

Reply to I am the law you understand perfectly well what I am saying you're just like everybody else who think's they know it all

AUTHOR: Charles - (USA)

POSTED: Wednesday, September 28, 2011

Reply to I am the law.   You understand perfectly well what I am saying.   You're just like everybody else who think's they know it all.

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#6 Consumer Comment

I really wish...

AUTHOR: I am the law - (USA)

POSTED: Wednesday, September 28, 2011

Charles,

I wish I could understand your ramblings. While you're at the all-black Walmart sometime, why don't you ask one of the all-black staff for a copy of "Hooked On Phonics" or a "Speak and Spell".

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#5 Consumer Comment

Has anyone noticed that black people work In walmart and alot of other places and no white people like always blacks are always trying to pay white people back I am also despise white marrying blacks

AUTHOR: C - (USA)

POSTED: Saturday, September 03, 2011

Has anyone noticed that black people work In walmart and alot of other places and no white people like always blacks are always trying to pay white people back I am also despise white marrying blacks.  White people are not getting hired & this Is unfair.  You know how black people are always trying to pay white people back.

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#4 Consumer Comment

Blame george w bush and the republicans he appoited they ruled In walmarts favor that Is why they are such scum

AUTHOR: Charles - (USA)

POSTED: Monday, August 29, 2011

Blame george w bush and the republicans,   he appoited they ruled In walmarts favor that Is why they are such scum.

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#3 UPDATE EX-employee responds

Angry WM customer, compliant WM associate.

AUTHOR: explorer132 - (USA)

POSTED: Friday, August 26, 2011

Policy is made and directed from the top. This attitude from the top filters all the way down through all levels of management and hourly supervision. How policy is actually applied is determined by the highest level of manager involved in the situation. I bet Walmart would disagree but I have seen how it works many times.



With that said there are situations where policy have off shoot applications. What I mean is this. I used to work for Walmart's Home office in Bentonville Arkansas and I did some training time at the supercenter across the street. One day while shopping at the Supercenter, where I did my time, I was speaking with two of the Supercenter assistant managers. In our conversation we got on the subject of policy.



They both reminded me if there was a dispute between an hourly associate and a paying customer OR a dispute between an hourly associate and a salaried member of management there would be no point to listen to what the hourly associate has to say because he/she would ultimately be considered wrong and therefore it would be a waste of time. A long wordy sentence but I think you get the point. I witnessed that attitude several times while working at the store.



How these situations are dealt with is generally up to the higher level of manager and how that manager wants to apply the policy to the situation and the associate involved. By the way, a manager in training, if salaried, is still a manager.



I know personally of situations where an associate, while totally following policy, angered the customer in his compliance of that policy and ultimately involved a manager. That manager listened and decided to give into the angry customer's demands even though that action violates policy. Does this sound familiar? As I said above this action is up to the higher level of manager or supervisor.



Often this manager-violation of policy upsets the compliant associate but associate feelings are apparently irrelevant. Customers are right even when they are wrong. Either that or the manager doesn't want to look as bad as you look. It also doesnt work when we try to explain what our superiors duties are and that can get us into more trouble, even when you are right.



The problem with the Open Door policy, in general and not just at Walmart, is managers tend to back up other managers especially against an hourly associate. And, you irritated a potential paying customer just because you chose to follow policy.



One thing I can suggest, if you want to go through the process and realize it too might be just a wast of time, even now after your termination, call The Walmart Global Ethics Hotline. It is not the same as the Open Door process and it many times works but there are no guarantees there either. Try 800-963-8442 for the Walmart Ethics connection or go to waltmartethics to find out if Walmart ethics can and is willing to help you.



Good Luck...

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#2 UPDATE EX-employee responds

Wrongful Terminations

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

POSTED: Friday, August 05, 2011

As a former CSM, you are probably already aware of Walmart's termination tactics.  And the fact that they will always fire the highest-paid positions first, in an effort to reduce payroll!  That's what they did with me, I was making $10.50 per hour when they fired me on May 25, 2011, for not showing up for work!  My zone manager had told me she didn't have any hours for me on a part-time schedule, but at the same time someone who also worked in my area was offered more hours, that persons pay was $7.45.  I was reinstated on May 31, when I found out what they did, in an effort to transfer to Sams' Club.  I had previously spoken with one of the managers at Sams, but they chose to not accept my transfer after speaking with Walmart.  Hmmm!  I then resigned my job with Walmart on June 7, 2011, after telling the Personnel Manager I refuse to work for a company with no integrity!  I had contacted the GLOBAL ETHICS HOTLINE, they ultimately responded 6 weeks later with "the case is closed, and according to company policy we cannot let you know the end result!"  So, I would have to speculate that you made too much money, so you had to go.  It's sad to know that one of the nations largest corporations has such sleazy tactics, but I am so happy to be out of there!  Good luck to you on another job,  you will be glad you got out of there with your sanity.

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#1 Consumer Comment

Wrongful term.

AUTHOR: I am the law - (USA)

POSTED: Friday, May 07, 2010

Well, this sucks. Sorry this happened to you.

I don't understand why they termed you, though. I figure if you were polite and playing it safe, the worst that would've happened was maybe them coaching you a bit, not actually firing you.

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