Walmart review: Walmart delivery pass

I wanted to share an awful experience that I had with Walmart Delivery Pass (WALMART CANADA) On Thursday, June 26TH - I placed an order before 9:30 AM that morning. Let me add, that I have a Walmart Delivery Pass membership that I pay for monthly which gives me ZERO delivery fees and SAME-DAY delivery also. However, as I really needed this order and I worked at 2:00 PM that day so I paid an extra $5 to get what is called "Express Delivery" which is supposed to be 2 hours or less. As soon as I placed my order, it showed an estimated wait time of under 2 hours. Within the 2 hours, the estimated wait time turned into a "DELAYED - BUT STILL PROCESSING" status. Knowing that it was a time of month when most people receive their monthly income, I at first figured they were really busy and running behind. I tried to give them the benefit of the doubt. Hours went by and the status did not change, so I started an online chat on the website to check the status. I was told to keep waiting and be patient. I had already waited for 4 hours past the 2 hour promised delivery time. The agent assured me that my order was being worked on, then said that she couldn't reach the store. I asked her how she knew that my order was being worked on if she couldn't reach anyone and she literally ended the chat. Throughout the next 11 hours - I chatted online with an agent 5 times, and talked to them over the phone 3 times - one of the times was with a supervisor who I was lucky to get in contact with because the agent told me that the supervisor was going to tell me the same thing.
He finally told me around 7:30 PM that my order had been canceled. They had no explanation regarding why this order was canceled. They offered to refund me the delivery fees - and they weren't paying attention or looking into my account because like I said, I pay monthly and don't even have delivery fees. When I told them this, they offered to reimburse me the $5.00 I paid for express delivery. They proceeded to say that the money would be refunded back to my original payment method within 5-7 business days. Not only did I have a teenager waiting and excited about his new window fan, I had 2 children who were waiting all day and evening for groceries that never came. I'm not saying that I didn't have any food for them to eat because I did, but that's not the point. I explained to many agents throughout this experience that I could not wait 5-7 business days to get my money back because I didn't have any other money to use in the meantime to try to order from somewhere else. I asked if they could change the order to the next day as there were many open time slots that next day, but they couldn't do that. I asked if they could give me the refund via gift card or a voucher of some sort so I could try the order again the following day but that wasn't an option either. I was literally in tears over this experience. I knew that something wasn't right because I've used this service numerous times but I was told to be patient over and over and I believe after 11 hours, I was being VERY patient. The agents online only told me what I wanted to hear and the agents over the phone were not very helpful either. Sorry, for the long review, I will wrap it up by saying that I was refunded the cost within 5 minutes of getting off the phone with the supervisor but that was likely because of how demanding I was being. Again, I was in tears over this. I also missed hours of work because of this situation. The only extra compensation I was offered was a $10.00 Walmart voucher. I don't understand why they couldn't put the amount of my order on an e-voucher also so I could attempt to place the order again, instead of waiting 5-7 business days. The customer service was awful, the agents seemed to just tell me what I wanted to hear. I could not cancel the order and order elsewhere because the funds were already taken out of my account and at no point did it show "canceled' - it showed"Delayed - Stil Processing"... On an ending note - the supervisor did get ahold of their third party delivery service"INSTACART" who agreed to pick up the order and get it to me ASAP because it wasn't showing that it was cancelled on their end. This never happened either. This was a terrible experience and I don't believe a $10.00 evoucher is enough compensation for what I went through this day.