Dear Manager Gabriel,
I hope you read this.
Long story short, I bought a Keurig for my Mother's Christmas gift at a different Walmart location and it was completely damaged and soaked in water. The other location never labeled it as used or returned and sold it to me as if it were new. It was an online order. Now that you know the backstory, here comes a terrible experience. It was Sunday the day after Christmas and I had to drive 40 minutes away to this location in Rockaway because Teterboro has the Blue Law and cannot accept returns or exchanges on Sundays. I get to Rockaway with my Mother's ruined Christmas gift, which might I add was the most embarrassing gift I ever gave anyone. It was completely damaged before we even got a chance to use it! I go to the customer service where returns or exchanges can be made.
They had a huge screen saying "We do returns or exchanges with or without receipts!" Here I was feeling confident and happy thinking this experience is gonna be great. I had my confirmation barcode on my phone ready to go even though they advertise that I do not need it. I get to the lady at the register and explain my situation. "Good morning Miss, I need to do a return on this gift and--" Before I could explain she shouts at me, "WE CANNOT ACCEPT RETURNS OR EXCHANGES." With the worst attitude I have ever received. Mind you I was literally in line watching her do returns for other customers. I tell her in a calm voice, "Ma'am, please I need help here. This was a Christmas gift for my mom and they sold it to me used. My whole online order was a mess and I had to call the helpline and I just drove 40 minutes to get here. I just want an exchange for my mom." Her response, "I NEED a RECEIPT." Yes, she emphasized those words. Even though there is a huge screen saying that as a customer I do not need to have one for exchanges...I show her my confirmation barcode. She scans it and says, "I cannot do the exchange because you purchased this at Teterboro." I stood there mouth open...I was told by the helpline that I could exchange it at any Walmart location. I try to fight my case and begged her to help me out. She said, "No I cannot help you." I asked her, "Is there a supervisor or manager who can help me? I drove almost an hour away because the helpline told me I could come here. Please." She refuses the first 3 times then proceeds to call her "manager." When the manager comes she tells me that she cannot do the exchange because I purchased this at Teterboro. I am confused at this point. As the conversation continues, I notice she hides her name tag. She looks at me and tells me, "I am the manager and it is telling me that I cannot do an exchange, you will have to go back to Teterboro because it was an online order. Or you can call the helpline to figure something else out. There is nothing I can do for you." My brother who was there gets furious and asks, "So you mean to tell us that she bought this product at Walmart and cannot return it at any Walmart except that specific one? What if our mom lived in a different state and received this damaged item? How would she be able to return it? She even bought protection on the item through Walmart and you cannot do an exchange?" She tells him that there is nothing she can do.
I ask her for the help number and I call them again. THE HELP LINE TELLS ME CLEARLY THAT I HAVE EVERY RIGHT TO RETURN IT AT ANY WALMART WITH OR WITHOUT A RECEIPT AND FOR ANY REASON WITHOUT QUESTION...He was very kind and refunded me the money. I told him that they would not accept my exchange and he said that they were not giving good customer service and apologized for them. I went back into that Walmart as I was not leaving without my mother's Christmas gift. Went to the Home section, found the same Keurig and went to the checkout. I saw that same "manager" there and she rolled her eyes at me. My brother asked one of the cashier's if that was the manager. Their response was, "She is a supervisor. Ashley." I look at the receipt and the real manager for Sunday Dec 26th 2021 was Gabriel. So Gabriel if you see this, Ashley not only made me feel helpless, but also hopeless. This was the first Christmas I could actually afford expensive gifts for my family members and she only added to my already emotional state. I will not be returning to this Walmart and neither will my family. read more