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Wal-Mart doesn’t want my money
I’ve
had a love hate relationship with Wal-Mart for a while now. I love the
convenience of buying groceries, clothing, cleaning and home supplies in one place,
but I hate their poor customer service and arrogance. Even though I know my only power as a
consumer is choosing where I spend my money, I’ve continued to shop at Wal-Mart.
Until
now….
I
went Christmas shopping on my lunch hour one day. The store was buzzing with
holiday shoppers. I purchased two DVD
players which were not placed in bags, along with several smaller items which
were placed in bags. I was feeling
really good about my purchases, in particular the gifts I bought for my
Christmas Angel kids. Basking in warm
holiday cheer, I failed to notice the greeter (you know the old folks that loiter
by the baskets) making a beeline for my cart.
She
asked to see my receipt, even though no buzzers or bells sounded on my way out
the door. I declined.
I
could have shown my receipt. In fact, most
days I would have shown my receipt and not given it a second thought. But on this particular day, I really didn’t
appreciate being stopped and having my, I repeat MY, bags pawed through. It’s
none of her business what I bought and I was pretty firm about my refusal. She
held onto the basket, so I couldn’t leave the store and called the manager.
I
waited for about 5 minutes for the manager to come over. I told
her that I would not show them my receipt, and she said the greeter had the
right to ask. Ok, fair enough. And I have the right to say no. Our voices gradually rose and she called
security.
I
was absolutely fuming at this point. I
was ready for the police to show up and book me for causing a disturbance. But
I was standing my ground. Security
arrived and once again we went through the whole story. People coming in and out of the store are
staring at us. I’m sure they all thought I was some sort of mental case, since
I was surrounded by blue vested employees.
The only thing I could think was they were trying to intimated and
humiliate me until I complied.
The
security guard told me that the policy was in place to ensure the “comfort” of
their guests. I wasn’t feeling very
comfortable! I was then told he could
charge me with trespassing and prohibit me from shopping in Wal-Mart. I couldn’t believe it!
I
asked how long I was going to be detained, and he became very defensive, saying
“Has any one prevented you from leaving?”
I told him yes, the greeter grabbed my basket. He said “The basket is
our property and she can stop it from leaving the store.”
The
whole scene was really for nothing, because I didn’t show my receipt and they eventually
let me go.
I
was so furious at the whole ordeal, I wanted to go back in and return
everything I had just purchased, but I had to get back to work. I just couldn’t believe how Wal-Mart
dehumanizes their customers. I know I
have to submit to searches at the airport, because people’s lives are at stake,
but I do NOT have to submit to searches because a billion dollar company is
concerned about their bottom line.
I
know shoplifting is a problem, but I’m not confronted and detained when I shop
at Kmart, Target, Kohl’s, Frye’s, Albertsons or a dozen other stores. How do
these companies control theft and still respect their customer’s privacy? Obviously it can be done; Wal-Mart just
doesn’t care enough about their customers to do it.
According
to an article in the Wall Street Journal, The end of the Wal-Mart Era, “Rival retailers lured Americans away from Wal-Mart's low-price
promise by offering greater convenience, more selection, higher quality or
better service.” (October 8,
2007)
Customers
are sending a message, but is Wal-Mart receiving it?
Tell
us what you think, or share your own experience.
Last update: 08-02-2008 21:51
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