I have been shopping at Mentor Sam's Club for ten years. We shop there all the time stopping in several times a week for various items whether out of necessity, leisure or pleasure. Never have I been so humiliated as today when I stopped in to purchase water for our high school field trip. We take forty to fifty students to Columbus, Ohio each year for a business oriented competition. The trip takes two days and requires an overnight stay. We always provide food and water for the students which usually comes to about five cases of water.
When I went to pick up the water at Sam's I was stopped by a sign that said, "Only two cases per membership." Now, I understand the concerns and hype that everyone is having over COVID-19. Regardless about my feelings on the issue, I easily could have purchased my required water over several days had I known there would be a requirement like this. We could have even split the purchase between several teachers. However, the notice was a surprise and we were going to be leaving on the trip before anyone else could make the stop.
I went to the help desk to ask for an exception or waiver believing they would happily provide the students with their need. Instead, I was told, "No exceptions!" I asked to talk to a manager. She also said, "No exceptions!" I had proof of the conference registration, the school's field trip permission, the school tax form, my own school ID and several other documents that would verify my claim. She repeated, "No exceptions!"
She said the mandate came from corporate and she had to follow the mandate. I suggested she call corporate to see if they would grant me the waiver. She refused and only said, "Call 1-800-Walmart." I asked her if we could go to her office and we could make the call together. She refused. So, then I asked her if we could go somewhere to talk where people couldn't hear us. She led me into the automotive department.
I tried several times to reach corporate through the number she gave me except it kept giving me a menu to enter contests to win free cruises or get free stuff by making a shipping payment or to talk to a representative if you are older than 50 years old. If I pressed the wrong number it would hang up and I would have to redial. She stood there with me for over five minutes while I made several attempts. On my last attempt I thought I would put it on speakerphone so she could hear the problems I was having. By the time that call went through it was past corporate hours and the recording said to try again tomorrow during business hours.
I asked her again to use her connections to make the call. She claimed she uses the same number 1-800-Walmart. So, every time "K" needs to contact corporate office she's willing to spend her valuable time pressing menu numbers regarding issues that don't pertain to her phone call or the store's needs. I don't think so. I call her K because that is the only information she would give me about herself. I'm sending this letter to corporate in hopes they might help their managers get their customer priorities in order. On the other hand - K needs to get a meaningful life. read more
