ComplaintsforWalmart

Discount Stores

Multi Location Business

Additional Complaint Information

Customer Complaint:

This is the BBB Business Profile for Walmart stores and reflects activity associated with store matters only.
Walmart.com is headquartered in San Bruno, California. Complaints regarding purchases made online at Walmart.com should be submitted to BBB serving the San Francisco Bay Area and Northern Coastal California for processing.
The BBB may be contacted by e-mail at info@bbbemail.org or by phone at (866) 411-2221.
To view the BBB Business Profile for Walmart.com, please visit www.bbb.org/us/ca/san-bruno/profile/online-shopping/walmartcom-1116-64742.

Complaints involving Walmart Credit Card issues are processed by the BBB in Richmond, Virginia through Capital One. The Richmond BBB's office may be contacted by e-mail at info@centralvirginia.bbb.org or by phone at (804) 648-0016.

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Initial Complaint
08/23/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Walmart closed my Walmart account down but has still been charging me the cost of Walmart + memberships. I would like a refund of all monthly membership charges to my card since my account was closed. My email address to the closed account is ******************
Business response
09/08/2022

Walmart.com received a Better Business Bureau complaint from Mr. ***** **** regarding his recent contact. We thank you for the opportunity to address Mr. ****’s concerns and appreciate the time she has taken to provide us with her feedback and comments.

After Walmart.com received Mr. ****’s complaint, we reviewed his contact history. Per Mr. ****’s account was closed but has a reoccurring Walmart plus payments in his account. Upon review, the Walmart account remained open causing the reoccurring payments. The account was reopened on 09.07.02 and may resume placing orders at Walmart.com

We had reached out to Mr. **** on 09.07.22 and offered a $40.00 electronic gift card for the experience.

Again, we thank Mr. **** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
*******
Walmart.com
Initial Complaint
08/22/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order on Walmart.com on August 7th for 2 packages of Bounty paper towels. One package was delivered on August 10 but by the next day the second package was still not delivered. I went online and did an online chat with ******** and he said I couldn't get the second package I'd paid for delivered but he would credit my card for the package I never got. A day later I got an email from Walmart asking if ******** had handled my problem so I said yes. It is now 1-1/2 weeks later AND MY CREDIT CARD STILL HAS NOT BEEN CREDITED BACK FOR THE TOWELS THAT WERE NEVER DELIVERED! They owe me $15.74 + tax!!!! I don't know why they are cheating me and not answering me when I attempt to reach them. I reported to them several times that part of my order was not delivered and I want a refund! I've filed a dispute on my credit card and they've ignored that, too!!!
Business response
09/08/2022
Walmart received a Better Business Bureau complaint from Ms. ***** ******* regarding her recent contact. We thank you for the opportunity to address Ms. *******'s concerns and appreciate the time she has taken to provide us with her feedback and comments.

After Walmart received Ms.*******’s complaint, we reviewed her account and order history. On September 8, 2022 we processed a refund for the items that she did not receive. The money should return to her original payment method in 7-10 business days. As such, Walmart considers this matter closed.

Again, we thank Ms.******* for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
*******
Walmart
Initial Complaint
08/22/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
************** The treadmill had a defect. I told the seller. The blue tooth has a defect I told videos some strange noises coming out of the speaker.
Business response
09/08/2022
Walmart received a Better Business Bureau complaint from Ms. *** ***** regarding her recent contact. We thank you for the opportunity to address Ms. *****'s concerns and appreciate the time she has taken to provide us with her feedback and comments.

After Walmart received Ms. *****’s complaint, we reviewed her account and order history. We have requested video of the item not working correctly so that we can further assist with her treadmill. As such, Walmart considers this matter closed.

Again, we thank Ms.***** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
*******
Walmart
Initial Complaint
08/22/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a Walmart Plus annual member. The last few times that I have ordered groceries I was hit with a significant delay. This is a huge inconvenience and Walmart doesn't seem to be doing anything about it. Walmart already has my money since I paid up for the year but they aren't interested in providing adequate customer service.
Business response
09/08/2022
Walmart received a Better Business Bureau complaint from Ms. ******* ***** regarding her recent contact. We thank you for the opportunity to address Ms. *****' concerns and appreciate the time she has taken to provide us with her feedback and comments.

After Walmart received Ms.*****' complaint, we reviewed her account and order history. We see that Ms. ***** has had a few orders that have been successfully delivered. We have called and emailed Ms. ***** to discuss this case, however, we have not had any response at this time. As such, Walmart considers this matter closed.

Again, we thank Ms. ***** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
*******
Walmart
Initial Complaint
08/18/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are Walmart+ members (Account "The ***s" login ************@gmail.com. We have been using the Walmart delivery service for many months and recently had two experiences that need a further resolution than customer support has been able to provide. The first is order number **************** in which we received a completely different customer's order. Calling customer service issued a prompt refund and kindly added the items back to the online cart. However, this only partially resolved the issue as a new order would have to be placed and couldn't be delivered until the next day. Thankfully, the driver realized and returned with our order an hour later. We have since contracted Walmart about this, wanting to be re-charged for this order. This is apparently pending. The more recent mix-up was order **************** just today. The order was missing several bags, totaling over $50 of items. Again, a prompt refund was issued, but we had to run to the store to get these items as reordering would have meant delivery tomorrow. In both cases, our items were out there somewhere. However, we only could contact Walmart customer service, who could only issue a refund. Once the order was delivered, the "contact driver" option on the delivery tracker goes away. We will immediately resume using the "I will sign for my order" option and begin checking the order. Desired resolution: 1. When we used the "I will sign for my order" option before, most of the time the driver would leave the order anyways without us signing. Please make sure this isn't an option. Maybe give the customer a pin that is needed to give the driver. 2. Allow customers to contact a driver or the Walmart store after delivery to get missing items redelivered. 3. Instead of a refund for missing items, when store and driver cannot resolve, place a same day delivery order of the missing items. 4. Provide status of re-charge for order ****************. We want to pay for the items we got!
Business response
09/21/2022
Walmart.com received a Better Business Bureau complaint from ******** *** regarding his recent contact. We thank you for the opportunity to address Mr. ***’s concerns and appreciate the time he has taken to provide us with his feedback and comments.

After Walmart.com received Mr. ***’s complaint, we reviewed his account and order history. We have recharged Mr. *** for the order that he received. We have submitted his suggestions to the appropriate team for review. As such, Walmart.com considers this matter closed.

Again, we thank Mr. *** for his feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
*****
Walmart Executive Escalations
Business response
09/22/2022
Walmart.com received ******** *** rebuttal arising from his original Better Business Bureau complaint. We regret that we were unable to provide a satisfactory resolution to his concern and appreciate his additional feedback.

At this time, our response remains unchanged and Walmart.com considers this matter closed. If either of you have any further questions or comments, please feel free to contact us.

Sincerely,

*****
Walmart Executive Escalations
Customer response
09/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I appreciate Walmart's attention in this matter and will contact again if the issues reoccur. I understand that Walmart has passed on my feedback and I hope it is used to improve the customer experience.

Sincerely,

******** ***
Initial Complaint
08/18/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order Number: *********** We ordered 7 of the Normosol-R Electrolyte Bags for our dog Max. A number of the bags didnt work correctly. It was impossible to administer. Horrible electrolyte bags. We emailed quite a while back and never received a reply. We want a reimbursement for this purchase ($49.91).
Business response
09/23/2022
Walmart received a Better Business Bureau complaint from*Ms. ***** ******* regarding her recent contact. We thank you for the opportunity to address Ms. *******s concerns and appreciate the time she has taken to provide us with her feedback and comments.*
*
After Walmart received Ms.********’s complaint, we reviewed her account and order history.*We were unable to find the order that she was referring to. We have requested more information, however, at this time we have not received a response. As such, Walmart considers this matter closed.*

Again, we thank Ms.******** *for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us. *
*
Sincerely,**
*******
Walmart
Initial Complaint
08/18/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/11/22 i placed an online order for delivery to my air bnb, this order was canceled for no reason. I replaced the order to be delivered on 8/12/22 which was confirmed and the money taken from my account. When we arrived to the air bnb we had to be switched houses due to safety issues. I contacted walmart immediately via telephone and a woman who spoke broken English assisted me. She told me my order had attempted to be delivered, but the delivery driver was having difficulty because i had ordered frozen items, because i had ordered frozen items my order could not be canceled, the address could not be updated, and the delivery time would be pushed back 1-2 hours. I, frustrated and pregnant, hung up the phone after the woman told me there was nothing that could be done. My friend called back at 4:44 p.m. where she was told the order was canceled, and th emoney would be returned to my card within 48 hours ($418 order!) She was told that the order would not be delivered. At 4:58 pm i received an email saying that my food was delivered at 4:40 p.m.. 4 minutes before the order was said to be delivered. In the interim between 4:40 pm. And 4:58 pm i received another email saying my order was delayed and would not be delivered until 4:27 p.m. the groceries allegedly were delivered, however the air bnb that it was delivered to was in a bad neighborhood, and the food was rummaged through by the time we got back there. Had walmart communicated properly we could have arranged to meet the driver at the previous house, but incorrect information continued to be given causing my groceries to be delivered to the wrong address and to be stolen. I would like a full refund of my groceries for this order. I am a walmart + customer and use the service weekly at the least. This is unacceptable.
Business response
09/25/2022
Walmart.com received a Better Business Bureau complaint from ****** ******** regarding her recent contact. We thank you for the opportunity to address Ms. ********’s concerns and appreciate the time she has taken to provide us with her feedback and comments.

After Walmart.com received Ms. ********’s complaint, we reviewed her account and order history. We are unable to update or change an address after an order has been placed. We were able to verify that the order was delivered to the address on the order. Ms. ******** would need to dispute the charges with her financial institution if she did not receive the entirety of the order. We will work with her financial institution to investigate the issue. As such, Walmart.com considers this matter closed.

Again, we thank Ms. ******** for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
*****
Walmart Executive Escalations
Initial Complaint
08/13/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My online account at Walmart.com was compromised. I found out the same day and immediately cancelled my order and cancelled my debit card. Walmart customer service said that they could not cancel all of my order in time however I would be refunded for the charge because the address it was sent to was not my address and I do not even live in the state. Now the Walmart fraud team is saying that I am responsible for the charge
Business response
08/25/2022
Walmart received a Better Business Bureau complaint from Ms. ******* regarding her recent contact. We thank you for the opportunity to address Ms. ******* concerns and appreciate the time she has taken to provide us with her feedback and comments.

After Walmart received Ms. *******’s complaint, we reviewed her account and order history. When fraud is reported, we refer customers back to their financial institution to report unauthorized activity. In addition to legal reporting, most financial institutions offer fraud protection to replace funds pending investigation. The bank will contact our fraud team to request additional information, and we will work with them to investigate charges. This aligns with our Terms of Use as outlined below:

You are solely responsible for maintaining the confidentiality and security of your account including username, password, and PIN. Walmart is not responsible for any losses arising out of the unauthorized use of your account. You agree that Walmart does not have any responsibility if you lose or share access to your device. Any agreement between you and the issuer of your credit card, debit card, or other form of payment will continue to govern your use of such payment method on the Walmart Sites.

Our agents correctly referred Ms. ******* to her financial institution to open a dispute. The dispute was opened by her bank and a determination has been made and reported back to the bank. As such, Walmart considers this matter closed.

Again, we thank Ms.*******for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.

Sincerely,
Justin
Walmart
Initial Complaint
08/10/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On August 1, 2022 I learned of an email notification informing me that my Walmart account has been deactivated. The email suggests a Terms and Condition violation however there have not been any such violations. There was no additional information provided or detail pertaining to findings in support of this action. I have reviewed the Terms and Conditions and have not breached any of the agreement terms. The email also indicated that I would not be able to return items previously purchased online. I have also re-reviewed the return policy along with the customer satisfaction guidelines, not of which I have violated. I am a dedicated Walmart customer and have utilized online shopping services for a number of years to meet the demands of a busy lifestyle as a military member, public servant, single parent, working mother, and event planner. As you might imagine, as a military member and parent of 3 college students, online shopping affords an irreplaceable convenience. I recently returned from military service and do in fact have items that are in need of return however since the account deactivation I am not able to access any of my purchase history to include purchase receipts. I am concerned that my ability to return items purchased online to a Walmart store location prior to the account deactivation has been revoked. It seems there has been an error or misinterpretation of data and I would like to request that this matter be revisited and that I be contacted with details pertaining to the decision in hopes of rectifying this misunderstanding and my Walmart account being restored/reactivated. At the very least, I should be able to return items purchased prior to the account deactivation. This is a very unfortunate corporate decision made at the customer expense.
Business response
08/26/2022
Walmart.com received a Better Business Bureau complaint from Ms. ***** ******* regarding her recent contact. We thank you for the opportunity to address Ms. *******’s concerns and appreciate the time she has taken to provide us with her feedback and comments.
Walmart.com received Ms. *******’s complaint and has reviewed her contact and account history.
On August 12, 2022, Ms. ******* received an account deactivation notification for violation of its Terms of Use due to returns violation.
After careful review of the account with the email address ***********@gmail.com, we have untagged and reopened Ms. *******s account on 08.24.22
We have reached out to Mr. *******’s on 08.26.2022 and provided the information.
Again, we thank Ms. ******* for her feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
Sincerely,
*******
Initial Complaint
08/09/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I randomly received a notice that my account was deactivated without any reason or warning. I would like an explanation as to why this happened and to know when my account would be restored. I feel like I am being penalized for now choosing to return products that I no longer want or need. If there is another reason, I would like to know. Furthermore, I added additional gift cards to my account that I now no longer have access to and should be provided to me. Please restore my account. I placed a refund request yesterday and noticed that the account was closed today. Email states I violated their terms of use regarding returns which is vague and does not explain nor did they give me a warning or reasoning.
Business response
08/25/2022
Walmart.com received a Better Business Bureau complaint from Mr. ******* *******’s concern regarding his recent contact. We thank you for the opportunity to address Mr. ******’s concerns and appreciate the time he has taken to provide us.
After Walmart.com received Mr. *******’s complaint, we reviewed his account and order history. Mr. ******’s account was deactivated due to returns.
We had reached out to Mr. ******* on 08.25.22 and advised his Walmart account has been cleared
Again, we thank Mr. ******* for his feedback and comments. If either of you has any further questions or comments, please feel free to contact us.
Sincerely,
*******

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