I purchased a Wii U Bundle from Walmart.com on 11/28/2013. This included the deluxe system, a Nyko controller, and a game for a discounted price.
On 1/1/2014, I went to the Ashland, Ohio Walmart store location to exchange this item for a functioning identical item, as a button on the controller was defective out of the box. I initially spoke to a CSR (customer service representative) at the service desk. I had the "Easy Returns Receipt" and the item perfectly repackaged, ready to go.
I walked up, set the item and receipt on the counter and stated that I wanted to exchange this item, as it was defective. As soon as I said the word exchange, the CSR interrupted me, and stated that an exchange could not be made. I would be refunded the purchase price (which was heavily discounted, I paid $14...the item was now available in the store for $29), and I would have to purchase a replacement at the current price. I refused, stating that I wanted an even exchange, item for item, for my defective product. The CSR called a manager (who I later find out is the Assistant Manager of the store), who confirmed what the CSR had told me. Frustrated, and not wanting to lose my cool, I walked away to join my wife in resuming shopping for other items. While shopping, I pulled up http://help.walmart.com/app/answers/detail/a_id/190#Store on my phone. Outraged by my findings, I went back to the service desk and asked to speak with the manager directly.
Note: No one had even checked to see if this item was indeed in stock in the store yet, I was simply promptly refused an exchange.
The Assistant Manager of the store (her name is Deb) came up to me and with attitude asked "what can I help you with?". Without restating my intentions to simply exchange an item, I asked Deb to read aloud the page I had displayed on my phone in its entirety. (To make sure she understood her own policy.) She did so, handing back my phone, and retorting "OK?!" I then stated I would like a replacement product for the defective product I was returning. No different colors, no different model, the same product I held....only a working one. She refused (mind you, after reading her own policy off of her own corporate website). She stated she was only liable for $14 worth of product, not $29. I agreed. Had I requested a refund, I could only expect to receive back the amount I had paid. Instead, I was asking for a replacement. A functioning product. She then went on to state that had I purchased a sale item in-store, and wanted to exchange it after the sale was over (but inside of their return period), I would then have to pay the difference in price to receive a replacement. At that point, I shut my mouth, put my phone in my pocket, nodded to the other waiting customers that had heard the entire ordeal, and left.
I have since notified the Store Manager, Ann Molnar; the corporate office, the BBB department, and I will continue to repeat this tale wherever I can. I don't care about a $20 (average) controller. I went straight to GameStop and bought 2x Nintendo brand controllers. I care about the blatant disregard for customers and the store policy by the management staff at my local Walmart. read more
