Thursday, December 01, 2011

My black friday nightmare with Walmart.com, Part 2

One of the things I left out of my post about my nightmare buying a TV from Walmart.com was that I used Consumerist's recipe to launch an EECB (Executive Email Carpet Bomb) on Walmart. Following the recipe, I composed an email and sent it off to 4 variants of the email of their Executive Vice President of General Merchandise. So who called me yesterday? Amberly from Walmart.com's Executive Escalation Department. Yeah it got that serious! She explained the same thing as the other robotic agents I had been talking to. However she promised to escalate to the billing dept. Did I believe her? Not entirely but she sounded more confident than the others. Especially since she was from the Executive Escalation Department. I asked how she learnt about the case and she said they got my email (sweet!).

About 30 minutes later, Amberly called me back and she had actual information for me. Apparently, orders are randomly flagged for review by Walmart. My first order for the 55 inch was flagged and when they (Walmart.com) called AMEX to verify my name, the data didn't match up. Which is certainly news to me since AMEX has always known me as "Tundey Akinsanya". So after the first order was unsuccessful, my credit card was flagged and subsequent orders with that same card were subjected to a review. So that's why ordering the TV 5 times didn't help; having a customer service rep clone the order didn't help; having a customer service rep take the order over the phone also didn't help. Solution: have Lara use her card (same account but different number) to buy the TV and then call the Executive Escalation Department to refund me the difference in price.

All that just because I wanted to get the free extended warranty from AMEX, the cheapest price from Walmart and the convenience of being able to return to a physical store. The 5th order was placed yesterday and so far no cancellation email.