In the past weeks, I had a dissatisfying experience at my neighborhood Walmart and felt justified in filing a complaint. Many times, knowing effective guidelines or steps to complain can lend success in finding a satisfactory resolution when dealing with a retailer such as Walmart. It might also give the company a chance to show they do value and appreciate your business as well.
My complaint centered around the Walmart bakery. Through a series of misunderstandings and confusion, the Walmart bakery did not make my daughter’s birthday cake. I felt I deserved an apology from the Superstore because I had no cake to celebrate her day.
The below tips and suggestions were very helpful in reconciling my complaint with Walmart.
Remember to keep your cool when addressing anyone in-store at Walmart about your complaint.
Oftentimes, when faced with a need to complain the person that catches the most static is someone who lacks any power to smooth the situation over. Keeping your cool could mean the difference in a successfully resolution versus an unsuccessful one down the line.
Ask to speak to the Walmart store or Customer Service Manager.
If one is not available, or you do not feel satisfied about how your complaint was received, do not be afraid to go one-step higher.
If you do feel the need to go a step higher, I suggest that you take the time to write your grievance out.
Send your complaint either through email or snail mail to Walmart offices. You can obtain these addresses through the Walmart website. I suggest writing your grievance instead of using the 800 number provided because it helps insure that you do not forget important information you might miss while retelling your complaint verbally.
Be exact about all details of your complaint with Walmart.
Provide the location in question along with who you spoke to and what, if anything, was offered to remedy the situation. Remember to provide your full name and address along with any contact numbers in case they have questions about your experience. Providing them an email will also help with contacting you if more information is needed concerning the specifics of your complaint with Walmart.
Supply details about what you expect to make the situation better and resolve your complaint with Walmart.
If you are after an apology, tell them so. If you expect a refund or replacement of an item, convey to them the details and why.
Perhaps you are a regular or loyal customer of Walmart. Pass this information along as well in your complaint.
Companies hate to lose their regular customers over a simple misunderstanding that might be cleared up quickly with an apology or refund.
In my particular situation, I wrote a letter to the Walmart President explaining that I did not even receive an apology from the Manager at my local Walmart. Within several days, Walmart officials contacted me about my complaint and issued an apology to myself and to my daughter. Walmart also offered a generous fifty dollar gift card in compensation for my daughter’s disappointment.
While this will not make up for a missing birthday cake, Walmart’s willingness to apologize about the situation and effort to make this up to my daughter does convey that I am a valued customer.
When faced with a less than favorable experience, it is important not to allow emotions into your complaint. With a calmer demeanor, you can better explain what will make this situation right. Try to remember that for many companies like Walmart, it is their desire to make sure that the customers are satisfied. They understand that a customer who feels valued will be a customer who continues to come back.
