March 25, 2026
To Walmart Leadership,
I am writing to formally express my deep dissatisfaction and frustration regarding an unacceptable experience at your Boulder Highway location (Store #3350) on March 26, 2026.
I visited the store with a student from UNLV, where I serve in an administrative role. After selecting our items, we proceeded to checkout and patiently waited our turn. At the register, I clearly stated that we would be using a tax-exempt card. The cashier indicated she was unfamiliar with the process and appropriately offered to call a manager. What followed, however, was entirely unacceptable.
When the manager arrived, I again stated that we had a tax-exempt card. Without hesitation or any effort to assist, she dismissively responded that the store does not accept such cards--an assertion that is simply incorrect. When I calmly explained that the store does accept tax-exempt transactions and asked her to seek assistance if she was unsure, she became increasingly unhelpful, argumentative, and dismissive. Rather than resolving the issue, she wasted our time and showed no initiative to provide proper customer service.
I then requested to speak with the store manager. After receiving no meaningful assistance, I was forced to locate him myself, despite having seen him in the store moments earlier. When I approached him, he used his radio to instruct the front-end staff to process the transaction--something that could and should have been handled immediately by his team.
Unfortunately, the situation escalated further when another employee emerged from the office and contributed to the confusion rather than resolving it. It was only when a different associate--someone who recognized me as a UNLV employee--stepped in that we were finally assisted and able to complete our purchase.
This entire interaction was not only frustrating but deeply upsetting. The behavior displayed by your management staff was rude, condescending, and dismissive. Based on how we were treated--particularly after it was clear who we were and why we were making a tax-exempt purchase--I cannot ignore the strong impression that bias played a role in this interaction. There was absolutely no justification for the tone, resistance, and lack of professionalism we experienced.
No customer should ever feel disrespected, dismissed, or humiliated while attempting to make a purchase. My student and I left the store feeling shaken and disheartened by the experience. This is not just poor customer service--it reflects a serious breakdown in leadership, training, and accountability.
Experiences like this are exactly what drive customers away. We entered your store intending to spend money; your staff, particularly those in leadership roles, made that unnecessarily difficult and unpleasant. I strongly urge you to reflect on what kind of customer experience your business is truly prioritizing.
I expect this matter to be taken seriously and addressed appropriately.
Sincerely,
Dr. Sammie Scales read more