Customer Service

Tale of two box stores:

I bought a Christmas ham at Walmart on December 21st to cook for Christmas day.   When I cut open the ham I realized it was bad and saw a “sell by” date of December 4!  Okay, Christmas dinner was ruined and we had to get Chinese takeout.   I didn’t have the receipt so I cut the tag with the date on it.  Who in their right mind would try to go to Walmart customer service the week after Christmas?!  It was $18 that I could wait for.  One thing lead to another and I didn’t get back to the store until the 1st week of February.  Okay, my bad – I waited a month and I didn’t have the receipt.  I really wasn’t expecting a refund but maybe something ?????  What I got was a lecture on waiting a month to return, not keeping the receipt and not being able to prove any of my story – except that I knew the ham was on special at $2.17 a pound and it cost $18 and I had the cover paper.  Not only did I get a lecture from the customer service rep but she then had her manager come out and lecture me as well.  I wished at that point that I still had the rotten ham that I could dump on their desk before walking out.  I informed them that I would never buy meat there again which I’m sure broke their hearts!

My next stop was at Lowe’s.  I needed to return a rented carpet shampooer that was now 10 hours late.  I went to customer service and did not wait in a line of 5 people like I just did at Walmart which made me happy right off the bat.  There were not 8 camera’s pointed at me and the area was open and pleasant – again a sharp contrast to my last stop.   The rep was very pleasant, asked if I had cleaned the machine and began her final billing.  She didn’t charge me for the extra day which I would have been happy to pay for.  She didn’t check the machine for cleaning but took my word for it.   I didn’t have the receipt for the cleaning deposit so she graciously offered me a gift card instead of cash.   The entire transaction took a couple minutes.  It was pleasant.  I didn’t feel like I was in jail asking for 5 minutes outside.  I was treated with respect and gratitude as a customer.  I didn’t have to tell her that my business buys a huge inventory there every year.  She had no idea if this was the only item I ever purchased there.

I walked out of the store very pleased and it made up for the miserable experience that I always experience at a Walmart.  I saved $25 on the machine and lost $18 on the ham.  Sometimes that’s the best you can do.  I go to Walmart when I have no other option.  Otherwise I avoid it like the plague.  I will avoid it even more now.  For a $10 gift card, they could have made a customer happy and avoided one more negative write up on social media.

Good job Lowes!

Walmart – well, I better watch my language.  I hope no one ruins my Christmas next year.


About Brian Fulmer

Brian is the owner of Crossroads Property Management Inc. ( He writes six blogs and has written two books. He also works with various missions around the world. His first love is Guatemala.
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