September 2023 by Stephanie M.
This is going to be a long rant. I'm furious. It's not the transgression that has me so incensed, as to the depth of the cover-up. I ordered 4 tires from Wal-mart.com because they no longer carry the stock they once did, because well, they can just have you order on need to use basis. Ok, I get that. I had them shipped to the Kendallville Wal-mart and immediately scheduled an installation of all 4 tires. I get there, get all checked in and proceed to shop while they changed my tires. I get called back to TLE. They say they only have TWO tires, not FOUR and these are snow tires, not the all-season that I ordered. I'm telling them, this isn't correct. That's not my order, regardless of the stickers on the tires. This next part is extremely important. I go into my Wal-mart account and it shows two snow tires. I'm like no. Hold the phone. I KNOW that is NOT what I ordered. So I pull up my bank account. The record of the bank transaction matches the price of the 4 tires I ordered, not the two that were sent. The TLE associate calls customer service. Took awhile to get a human on the phone. She speaks to her then hands the phone to me. She says, this is what you ordered. I assure her it was not!! I ask her if she can see I paid X amount. She can. Does she agree that is NOT the price of two tires. She agrees. I ask her if that amount matches to the penny the 4 tires I ordered. She agrees it does. Then she says, the store can refund you the money for the tires at the store. I clarify she's saying I get can refunded for TWO tires. She says yes. Now why would I take a refund for two when I paid for 4?!?!? She then says, if you want refunded for 4 we have to do that here and it will take 7-10 business days to get it!! Those are my choices. Get the refund right away for 1/2 or wait a week or two. By this time I'm beyond livid. So a manager is called. The woman explains what's going on and adds a piece of information that would have been helpful sooner. When they start an order like that, they have to dispense the tires. They didn't foresee an issue so they dispensed the order without verifying the correct type and amount of tires were there. In THEIR records it was correct but in my Wal-mart account they had changed the order to reflect what they sent, not what I had ordered!!!!! At that point, I'm beyond pissed. The cover-up exceeded the transgression. That one act now places Wal-mart in sleezy, shady territory. I was being gaslighted and I was pissed. They had started out trying to make me believe it was my error when there was rock solid, indisputable proof that Wal-mart.com screwed up then covered it up!! After the "coach" spent at least 45 minutes on the phone with Wal-mart.com it came down to they couldn't over ride the system to refund me. So I wait. She had a conversation with her store manager and he said banking laws prevented them from doing it. My guess, it's a way for the stores to not eat Wal-mart.com mistakes. I was told on good authority that these are regular mistakes and happen frequently. On a side note; shame on that store manager. I understand that they "pay" their subordinates to handle these messy situations for them. I remember a time many years ago a woman had called 1-800 and the store manager and district manager had to have her at a morning meeting, give sincere apologies, a dozen red roses and all the time she wanted to tell all the rest of us what POS we were. Now the manger can't even be bothered to leave his inner sanctum to appease a righteously furious customer. Shame on him. So, by then, I'm all in livid. I say... what are you going to do to make this right with me? This has been a horrible experience. People gaslighting me to believe it was me, not them, which was absolutely proven by them, no tires, and they get to hold on to my money and draw interest on it and give me my money at their leisure. She looks away and says, I can offer you a gift card. I immediately said, I'll take it. She said, you
