Lack of Customer Service over the phone
WalMart online has taken a step back into the stone age! By removing it's customer service number it has basically said that it does not care about the people who have made them a multi billion dollar company.
And now you can't talk to anyone, not even a person in India! if you have a problem. You must email the problem in, and wait, and wait, and wait and then someone might get back to you. But you can't reply to ask that person a question on top of your question and they won't call you back or give you a customer service number to call if you have a problem.
Here are excerpts from the emails I sent them, and their inability to resolve my problem and the infuriating responses I got.
MY SECOND EMAIL: (BECAUSE I NEVER EVEN GOT A RESPONSE TO MY FIRST EMAIL)
I have asked this question twice now!...
AND NO ONE HAS EMAILED ME BACK! AND there are no phone numbers to call on your customer service or for the credit card that I have still not
Not a happy customer right now, Especially because my job is online service and it is inexcusable to allow an email inquiry go unanswered for 3 days now going on the 4th!
Please call me on my cell phone...
We are writing in response to your email. We are deeply sorry that we are unable to address your concern in a timely manner. We are informing
you that unfortunately, we are unable to respond to your concern directly because it is not clear what specific credit card you are referring to.
(IT WAS ONE OF THEIRS AND IF THEY PROVIDED A PHONE NUMBER FOR THEIR CREDIT CARD DEPARTMENT ON LINE I WOULDN'T HAVE GOTTEN SO IRATE)
We sincerely apologize that your recent visit to Walmart.com didn't meet your expectations. We thank you for taking the time to send us your suggestions and comments to help improve our service. We value your input in continually improving your online shopping experience. Your satisfaction is our number one priority!
(IF THIS WERE TRUE THEY WOULD HAVE CALLED ME OR PROVIDED A PHONE NUMBER)
If we may be of further assistance, please email us at firstname.lastname@example.org. We're here to serve you 7 days a week!
(SO WHEN YOU DO EMAIL THEM YOU GET A DIFFERENT PERSON AND THEY NEVER REFERENCE YOUR PREVIOUS EMAIL SO YOU ARE NOT HAVING A CONVERSATION AND THERE IS NEVER ANY RESOLUTION)
MY THIRD EMAIL:
This is the third email I have sent to your on line help center since Friday and I have not received any emails back. I am DISGUSTED! My job
is online customer service and this is the most neglectful thing I've ever seen in online customer service.
AN EXCERPT FROM THEIR RESPONSE: We would like to assist you with your inquiry but the email channel you are using is not a secure channel. For your own protection and the security of your personal information, we use a secure message center.
Please log-in to our secure message center by visiting our website at www.walmart.com (THEY PROVIDE THE MESSAGE CENTER FOR THE CC BUT IF YOU DON'T HAVE A NUMBER WHICH WAS MY WHOLE PROBLEM, THEN YOU CAN'T GET IN TO THEIR SECURE MESSAGE CENTER)
After receiving the last email (which was really the answer to my second email after the answer to my third, and never receiving an email from the 1st this was what I sent, and received)
MY FOURTH AND FINAL EMAIL:
Here we are again, not understanding how a company as large as Walmart can have the WORST customer service on the planet. I have sent 3 emails and have actually now gotten a response to two of
them but it has taken several days and you have still not cleared up my problem.
However if you had the ability to call me on the phone or better yet, if I had the ability to call you we could have cleared this up without all
this frustration on my part and the we-could-give-a-damn attitude on your side. (OTHER THAN THEIR FORM EMAIL INSERTS ABOUT CARING ABOUT MY COMPLAINTS WHICH WAS ALL VERY WELL, BUT WAS NOT DEMONSTRATED)
I thought this was a good deal, little did I realize what a headache it would cause to me. (you
are obviously sleeping just fine at night)
I say this because I do work as an online sales consultant and provide customer service. I deal with so many unhappy people in a day and try to find positive solutions to their issues. I
need to get on the phone with them to help them even if their problem or inquiry comes in online.
I also know that it is important to get back
to someone who inquires on line as quickly as possible, the old rule of thumb was with in 24 hours which you all don't seem to adhere to. While in realty the time frame people need an answer is with in 3 hours. (And
if people are having a problem it's much quicker!)
Thank you for the major inconvenience...Anyway, I just think your system is terrible, the emails I've received have never been from the same person twice, there is no reference to my actual email, there is no way for me to email you back from the email so that you can continue to see the conversation.
I think this is a terrible step for Walmart customer service and you are obviously depending on the fact that we live in a consumer society that will buy from you no matter what because of your low prices on items that people need and want. Now you don't even give a crap about the
people who are making your company wealthy.
I know this is a tirade but I am really sick of working so hard to provide the best service I possibly can and the same service is not
extended to me when I need it.
THEIR FINAL RESPONSE:
My name is Clavel. I am with the Walmart.com Customer Service team. Thank you for allowing me to assist you today.
I am writing to acknowledge receipt of your email. I am truly sorry that your recent visit to Walmart.com didn't meet your expectations. We thank you for taking the time to send us your suggestions and comments to help
improve our Web site. We value your input in continually improving your online shopping experience. Your satisfaction is our number one
I apologize for any inconvenience you may have experienced.
Thank you for visiting Walmart.com. We appreciate the opportunity to serve you and look forward to your next visit.
If we may be of further assistance, please email us at email@example.com.
AND SO IT CONTINUES WITH NO RESOLVE...AND NO PHONE CALL...AND OF COURSE THIS WILL NOT EFFECT THEIR DECISION TO ELIMINATE PHONE CUSTOMER SERVICE.
I can't believe a company this size does not even provide a person over the phone to resolve the issue in a matter of minutes verses aggravating unresolved emails over and over. I did delete the major issue because I don't think it is relevant to the over all point that Walmart is not proving customer service.
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