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  • Wow. It's not often that you have a tricky first experience and the business does an exceptional job to make things right with such strong convictions. I was headed to work one morning and decided to pop in to pickup my online order. It wasn't much, but I figured it would be a lot less busy at 6:45 a.m. than around 5pm when I could get back. I checked the hours and they opened at 6:00. Perfect. I arrived, parked and ran in to the online pickup counter, but before I even arrived there, the person socializing with another worker at the adjacent returns counter asked if I was there for online order pickup and I replied that I was. She replied, "That doesn't open until 8 a.m." I was frustrated because I took the time to come to a store that was open and they denied my service. I felt SOMEONE should have been trained to help me from store open to store closing. I came back two days later within their window of 8-8 and picked up my item. It was a quick process and the lady who helped me was quick and pleasant. But still, the first visit left a sour taste in my mouth. I should not have had to return a second time. When I received the "please review your online pickup experience" email, I responded honestly about my frustration that the store was open but I still couldn't access my items. A few days later, I received a personal call from the assistant manager apologizing, telling me she reviewed footage of the experience and has retrained her staff to know that when a customer comes in during those "off-peak" hours, that a manager should handle the fulfillment-- but to still fulfill the request. I appreciated her call. She told me to come down for a formal apology and met me at my car window with a gift card and cold bottle of water. The assistant manager, Eve, honestly blew me away with her customer-first attitude. It's extremely rare that people go above and beyond to make things right and Eve sure did that. I'm pleased to continue buying from this Walmart location. What a great experience.
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