walmart online customer services

So, please Walmart – you've done some heroic things over the years with your logistical prowess – like when you delivered all that fresh water to the people around New Orleans after .  Can't you solve a simple problem like changing the lock on the storage room door in Scarborough, Maine?

"Yes, it would – and we've suggested that to the ZM's (that's Walmart-speak, for "Zone Manager" – the guy that the CSM reports to.).

"But why don't you just put a different lock on one of the doors?"  Wouldn't that solve the problem?

So,  I and the other customers who arrived for in-store pick-ups had to wait, because two doors have the same lock. 

When the CSM showed up a few minutes later to unlock the door, I asked him the same question: "Why don't the CSR's have their own key?"  His answer was the same. 

Now, that doesn't make a lot of logistical sense for  a global logistics giant like Walmart – a modern day ; a company that's incredibly good at moving products point A to point B. 

I asked the CSR why she didn't have a key.  She explained that the same key is used to open another room that the CSR's aren't permitted to enter, for security reasons.  Both rooms have the same lock, and the same key.

"That should only take a few minutes," she told this foot-tapping customer who hates to wait.  After all, I already waited ten days since clicking on "Confirm your Order."

In-store pick-up items are locked inside a room adjacent to the Customer Service counter.  The first-line Customer Service Representatives (CSR's) who was supposed to get my computer from the storage room, had to call a Customer Service Manager (CSM) to unlock the door. 

The problem was the process; a process that existed for what I felt was a really dumb reason.

The problem was NOT the Walmart employees; I felt they performed their jobs well, under difficult circumstances.

However, my positive customer experienced completely unravaled at the final touchpoint:  when I was at the store's Customer Service area to pick up the machine.

The post order, and pre-delivery communication was also very good.  

The on-line ordering experience was fast and easy.

I recently purchased a computer  through Walmart, and used their " " free shipping service, to avoid the freight charge.   

The last impression is the one that people often remember most; the one that defines the overall experience; the one that they tell tell their friends about.

People say that the first impression is the most important impression.  But it's the last impression is that lasts. 

A customer-service fail by Walmart that can be easily prevented

Business Insights through Common Customer Experiences.

A customer-service fail by Walmart that can be easily prevented - Through the Eyes of the Customer