I have never seen a company tank in…
I have never seen a company tank in customer service so dramatically over only a few months. It is like robots took over from employees and are running the business into the ground. I used to always rely on Walmart's customer service. Even if it took a while, I would get a refund, a shipping order fixed, etc. I was invited about a year or more ago to be a recommended reviewer for them and at first I was absolutely thrilled. Then, about 3 months ago, things just really began to unravel. I'm allowed 3 reviewer items out at a time--2 have been marked indefinitely in limbo 'in delivery' for almost 2 months now. I have gone every route I know to Walmart to try to get this fixed. I have emailed the person(s) supposedly who help run the recommended reviewer/incentivized programs. They literally take about a month or MORE to get back with me and have never solved 1 of my problems. I have constantly tried the Walmart chat. Nobody claims to have authority to do anything. One person claimed a 'machine' decides how to mark orders, and apparently nothing can undo it. The WORST part is the tropes I have gotten over & over & over: "Thanks for being part of our family. Thanks for being Walmart+." Yeah. Right. I have deal with this for dozens of hours, way more than I should have. Contacted them through facebook. Called them. There is 0 way to reach corporate that I have found. There is 0 way to even reach the computer programming department! No one in website development ever comes out to talk. 'Managers' barely know more than the regular employees, who know almost nothing about how to fix these things. I don't blame the employees at all. It's reflection of a company that, for some reason, has just stopped caring. ...My favorite experience, perhaps, was calling customer support. The AI voice was absolutely like something out of an 80's Russia-tech-takes-over-the-world movie combined with a sadistic partner from the trending romantic-horror books. I mean, it was unbelievable. It argued with me that it knew what it was doing, that it could help me, that I did not need to speak to a human. I tried everything to get past it and it was just a stonewall until I started like talking smack about it. I am not even kidding. I was like, "You are a horrible program. You don't listen. Etc." It sounds like the plot of a bad movie from the Millennia era where you're on some starship somewhere talking to robots. Honestly, I didn't even know those AI things could be so conceited and cruel. I guess I should have. When I finally got past to customer support, the person was super apologetic and confirmed his job, and so many others, are being taken over by this nonsense AI. Additionally, like so many other companies, you are forced to talk to AI even though it tells you it "may make mistakes" and "is still learning". You still have to trust it like an expert! It's just...unreal. So sad. I went from cheering Walmart on to being super down and angry about the whole experience. The reviewing thing meant a lot to me because of the bit of financial assist and morale boost it was--at first. Now? It's like, why am I even doing it? Why am I a Walmart+ member? I have too much going on in my life to be wasting my time on this. It really makes me sad to say that. I thought Walmart was so much better at customer service than the lark they are now running. No matter who I contact, I get copy & paste messages, asking me for all the same info over & over, redirecting me from one dept to another like masterful jugglers who don't ACTUALLY know what the flooey-hooey they are doing. Sad. Just really, really sad.