Shipping Gone Wild!
Posted: 2009-08-12. Categories: Retail Stores, Wal-mart

This email exchange says it all:

I ordered a movie set for an upcoming viewing party in a week. The item was in stock. I ordered on Sunday night, 8/9/09, received an email on 8/10/09 that the order had shipped and that I’d be receiving it on 8/11 or 8/12.

I tracked the order and was directed back to walmart.com from UPS’s site to which I wrote to their online help site asking for help and receive the following pat response:

Thank you for contacting Walmart.com regarding order tracking. We hope the information below helps answer some of your immediate questions.

Then a numbered list from which I could choose Wal-Mart’s response to my issue.

This did not address my concern, so I wrote:

I need to know if this is going to arrive when you say it is. It has already shipped so that information about picking and packing is irrelevant to this issue. I paid for 1-day shipping and it’s the third day after I placed the order. If you look at the order information it says it’s supposed to have arrived yesterday or by today, and I want to make sure it’s going to arrive today.

I then called when I did not receive a response and I was told that the reason UPS didn’t have delivery information is that the label was sent to UPS but no order has shipped.

I let them know that it’s unacceptable to send an email that says “Lynn, Your order has shipped…” if they’ve only sent the shipping label?! Here is the rest of the story:

Date: Wed, 12 Aug 2009
To: “Walmart.com Help”
From: Lynn Harris Medcalf
Subject: Re: Tracking My Order

Pam,

I was just told on the phone that the label was sent to UPS but no order has shipped. So which is it? Regardless of when I receive this shipment, I will never be ordering through walmart.com again.

This shipment hasn’t actually shipped even though I got an email saying it has. You cannot send an email saying that my order has shipped if you have only sent a shipping label to UPS. This product was supposed to arrive yesterday or today and I just found out that it hasn’t even left the warehouse yet and a representative on the phone asked me if I want a “replacement” shipment to arrive tomorrow or Friday?!

This is completely unacceptable customer service. You will be seeing this complaint aired via the web very shortly.

Lynn

Then this one:

Date: Wed, 12 Aug 2009
To: “Walmart.com Help”
From: Lynn Harris Medcalf
Subject: Re: Tracking My Order

By the way, today is 8/12/09 and it’s now after 5:00 p.m., so am I to take that to mean that the order is not going to arrive today? Wow, I’m absolutely shocked! Now, I am contacting you to say that the order has not arrived within the range you sent.

Will you please look into it and figure out what the issue is? This is absolutely unacceptable customer service and from a quick web search, I’m not the only one who has gotten this treatment from order from walmart.com.

As expected, no response. This company’s customer service is a JOKE!

Lynn Harris Medcalf

1 Comment to "Shipping Gone Wild!"

  1. Retail Bandit says:

    I have never ordered anything from Walmart.com and after reading your experience, I won’t bother. I order all my DVD’s and whatnot from Amazon. I’ve had really good service from them, with only a couple of very minor issues.

    Thanks for sharing your experience.