The complaint has been investigated and
resolved to the customer's satisfactionResolved Walmart — video game return
resolved to the customer's satisfaction
Approximately 1 week ago my son (he's 10) purchased a DS video game, Madden 09'. Yesterday, 2/17/09 we attempted to return the item due to it having a "glitch" causing the game to not work properly. We had the original receipt and bag. At first I was told we had to exchange the item for the exact same item. Upon checking the game area in the Electronics Section, I found that they were out of the item. Upon returning to "Customer Service", I was then informed that my son still could not have his money back to allow him to purchase the game elsewhere. We were then informed that we had to pick out another game. When I objected to this, I was informed that the stores policy was exchange only due to the item being opened. I explained that there was no way to know the item was defective without opening it. At that time I asked to speak with a manager. The associate retrieved "someone" from the back room, who had no Walmart identification, yet claimed she was the manager. She also refused to refund my 10 year old son his money. When I attempted to inform her of the issue at hand, she continually spoke over me about Walmart's Return Policy on opened electronics. I then became irate and again attempted to explain how 1st I was told the policy was exchange for same item only, when that didn't work to their favor (due to being out of stock); 2nd I was told to pick another game. When I refused the 3rd thing I was told was that they would give us store credit. They (Walmart) got their money and were refusing to give a 10 year old a refund on a defective item. After being left with no other choice, but to take the "store credit", I informed my son that I would make good to him on the money/game that he was out. It doesn't say much when a large cooperation treats a 10 year old as if he was attempting to rip them off. Some cooperate image. I personally spend $2500 OR MORE a year at Walmart. Money I used to spend there on back to school clothes/supplies, birthdays, groceries, etc. If this is how they plan on treating their customers then I WILL shop elsewhere! Short of an apology to my son and me, as well as something for my son's aggravation by the way we were treated, Walmart has lost a family of spending and we will tell our extended family, friends and my co-workers, DO NOT SHOP AT WALMART!