Delivery Failure, Privacy Breach, and Unhelpful Customer Service
I am writing this review out of utter frustration with a recent $150 delivery order placed through the Walmart app in Linton, IN. As someone who has worked in customer service for 20 years, I understand that mistakes happen and I always try to extend empathy to reps. However, the level of incompetence, negligence, and poor service my family experienced today was completely unacceptable. My mother placed a $150 order for essential food and household supplies. The app notified us that the order was delivered, but nothing was at our door. Looking at the delivery photo, it was clear the driver dropped the groceries off at the wrong address entirely. When my mother called Walmart customer service to resolve it, things went from bad to worse: The customer service rep gave my mother the delivery driver's personal phone number and instructed us to text the driver ourselves. My mother explicitly requested that a driver re-shop and redeliver the groceries, as this money was her remaining budget for the next two weeks. Instead, the agent unilaterally initiated a refund leaving a family on a fixed income with no food and a 10-business-day wait for their funds to clear. After hours on the phone getting transferred between Walmart, Spark delivery support, and our financial institution, the third representative began speaking over my mother, dismissing her concerns, and attempting to lecture us while refusing to offer a real solution. While I regret letting my temper get the best of me during that final call, the representative's refusal to listen, complete lack of empathy, and condescending tone were the absolute last straw. We will never use Walmart's delivery service again. Moving forward, we will be taking our grocery business to Kroger. Walmart needs to severely overhaul its delivery accountability and train its customer service staff on basic empathy and problem-solving.