I am writing to formally share a concerning customer service experience I had at the Walmart…read morelocated at 4210 Highland Ave., Highland, CA 92346, on the evening of September 28, 2026, at approximately 9:30 p.m.
I entered the store to purchase supplies for a corporate team-building event that I am leading for the healthcare organization where I work. This activity is currently being piloted, with the possibility of expanding it more broadly within the organization if it is well received.
After locating the items I needed in the toy department, I noticed that they were secured inside a locked glass cabinet. I located an employee named Dylan and approached him politely. I first greeted him by saying, "Hello, how are you today?" He did not respond to my greeting, which I initially thought nothing of, as I understood that he was working and may have been busy.
I then pointed toward the glass cabinet and asked if he could "let me in," referring to accessing the merchandise inside the locked cabinet. Dylan looked me up and down with an expression that appeared visibly annoyed and responded in an irritated tone, "What do you mean, let you in?"
I clarified that there were items behind the locked glass that I wanted to purchase but could not access. He then responded harshly that he could go over there. I replied, "Yes, please."
What concerned me most happened as Dylan opened the cabinet. Because his demeanor toward me had been noticeably unfriendly, I actually apologized to him and asked, "I'm sorry, did I do something to offend you? Was there something I should have said differently?"
Rather than acknowledging how the interaction had come across, Dylan walked away without looking at me and replied, "Normally people just say, 'Can you open the cabinet?'"
I found this interaction unnecessarily rude, dismissive, and unprofessional. I had approached Dylan respectfully, greeted him, and simply asked for assistance accessing merchandise that Walmart requires an employee to unlock. Even after noticing his demeanor, I made an effort to determine whether I had unintentionally offended him and gave him an opportunity to clarify the situation. Unfortunately, his response made the interaction even more uncomfortable.
I fully understand that everyone can have a difficult or stressful day, particularly employees working in a busy retail environment. I am not expecting employees to be cheerful at every moment. However, I do believe customers who approach employees respectfully should receive basic courtesy and professionalism in return. At no point during our interaction did Dylan apologize, acknowledge how his communication may have been perceived, or make an effort to provide a positive customer service experience.
I am sharing this complaint because I hope Dylan can receive additional coaching or training regarding professional communication and customer service. An interaction like this may seem small, but employees are representatives of the Walmart brand, and the way customers are treated can significantly influence their perception of the company.
I have shopped at Walmart many times and have never felt the need to submit a complaint like this. I hope management at the Highland location will review this incident and use it as an opportunity for coaching and improvement.
I sincerely hope Dylan is able to learn from this interaction and provide future customers with the courtesy and respect that should be expected from any customer-facing employee.
Thank you for taking the time to review my concerns.