Wal-Mart must have a complicated refund process
February 20, 2005I was at Wal-Mart today and the register rang up the wrong price on one of the DVD’s I had bought (Sneakers, a nice little action/comedy bit from the early 90’s). I had found the DVD in the big “2 for $11″ bin, and the DVD itself was clearly marked at $5.50. But the register rang it up as $9.44.
Now the problem is that I didn’t catch it until after I had paid, so things got complicated. The cashier apparently can’t do a return/refund like that so she had to walk me over to the customer service desk. The lady there went to an empty register with me, and she proceeded to scan the receipt, scan the DVD, punch in bunch of codes, use her access key, it was just an amazing production. And at the end of all that she wasn’t able to perform the return, she had to page a CSM (customer service manager, I think is what that stands for).
So this CSM, who’s maybe old enough to be a freshman in college, comes over and she has to use her magic key on the register, she punches in a bunch of codes, she does some scans, and then her part is done. Back to the customer service desk, more scanning and punching in of codes and eventually out pops a receipt that shows they’ve credited me back the difference. All of that work for a $4.18 refund.
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