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Dec 28, 2011
Dec 28, 2011
Frustrated with expedited shipping fee when multiple errors prevented shipment in timely manner
This was our first time ordering from Walmart.com and at this point I am not planning to order again and will seek out any feedback avenues I can to share my experience. Our entire order is late -much later than the original estimations. To date, nothing we requested be shipped to our residence has been received by us yet. Specifically, I am I am the most frustrated by the queen mattress which we ordered before Christmas and paid to expedite the shipping for but still have not received (tracking #2677164688817). I called customer service yesterday, 12/27/2011 and spoke with "Sherry" who "replaced" the order in the system. An e-mail notification later informed us we wouldn't receive the mattress until 1/3/2012. The original expedited charge was not waived. We paid for expedited shipping which is defined by the website as 2-3 days. When I called customer service again today to question the receiving date & original shipping charge (since the definition of expedited shipping was not met and won't be met by the replacement order either) I was informed by customer service representative, Jania, and her supervisor, Sabrina, (in Alabama's call center) that they could not do anything more for the situation; neither get us a mattress sooner nor get us a refund on the expedited shipping charge, nor provide me with any other avenue to seek further assistance. I pointed out that we were charged a fee for an expedited service we did not receive, she agreed but reiterated there was nothing more to do. She confirmed that although errors occurred in the delivery of the mattress and in processing the replacement order, that I am left paying for these errors. She wouldn't give me another name or contact to work with. When I pressed further asking about Walmart.com, Sabrina said that was the only thing I could do; give feedback online, but she did not offer that suggestion. I let her know I would then go online to provide feedback, confirmed her name, the events, that the conversation was recorded and concluded at 12/28/2011 at 2:21 Eastern time. I cannot believe nothing more could be done, no one else I could contact, that is the best I could expect from Walmart.com and that is the definition of expedited delivery & worthy of expedited shipping charges or any shipping charge for that matter. The customer service center pointed out the fact that I was not charged delivery charges for the replacement order -how is that consoling Jania & Sabrina? Please note the mattress was most important to us since we relocated to a Boston, MA apartment with carpet over a cement floor and overnight lows in the 20's. Its Christmas and New Years and we will have to continue to sleep on a cold floor that make our bodies shiver & ach. Even the electric blanket we ordered from Walmart.com to the store was late. We are so cold that I am crying as I type this since we're left paying these shipping charges and sleeping on a cold floor. It's cruel.