Walmart Two Day Shipping

Chalk this one up to making sure of something before you give up entirely. I ordered an item through Walmart. Two day shipping, and we actually needed it in two days, as we were leaving for a basketball tournament. No local stores had the item, but we had purchased another size of the ankle supports we needed.

But two-day shipping was promised, so I went for the Walmart offer, since we had found the ellusive XX-small on the site, listed as an item sold and shipped by Walmart, not an outside seller. To me, that meant the two-day delivery was going to happen.

After one day, I checked on the progress of the item. My Orders page on Walmart said it was still coming the next day, which was fine, but when I clicked on the "Track Order" link, it now said the item would be a day late. I sent an email to the store, but then I also decided to start a chat session, even though these rarely work out well for me.

The good news is that it worked out fine, and Walmart lived up to the promise. Unfortunately, it took a lot of pressing from me, as the chat person wanted to cancel the order several times. There's some kind of disconnect between what the chat associates can see and what is happening with shipping. She first told me it was delivered at 1:55 that day, at which point I had my daughter check at the door. Then she implied it would be re-sent and could be here in time to be four days late.

I assume this was a real person, unlike my recent Sprint experience, and we got it ironed out, but there's an obvious problem with Walmart's promise of two-day shipping. That said, since I'm not an Amazon Prime member quite yet, I'll probably try Walmart out at least one more time before I try Prime. Amazon knows what it's doing when it comes to instant delivery and quick customer service. This was a time when Walmart had what I needed, however.

Anyhow, my message is that you need to make sure you completely understand what's happening with an order before you cancel. I was tempted to call it quits because the return would be a hassle, and it would have been disappointing to have to use the ankle braces that were the wrong size.

I'm providing some of the conversation here so that you can see the problems that exist in the tracking system, as well as why you might need to press someone rather than cancel the order:

 

Agent said

Hello! I am truly sorry to read that your order is arriving late.

K

Agent said

In order to check this for you, may I have the order number and fullbilling address please?

Customer said

numbers

Customer said

I can pick it up if it will be in town thu

Customer said

Order page still says thu but laser whatever page says fri

K

Agent said

Thank you so much for the information.

K

Agent said

Thank you so much for your patience.

K

Agent said

I have not heard from you in a few minutes. Are you still there?

Customer said

Yes

Customer said

I am waiting for an answer

K

Agent said

I was checking this for you and the order appears as delivered on 01/30/2019 at 1:55 pm, in this case I would like to offer a you a refund or a replacement for your items.

K

Agent said

Which one is better for you?

Customer said

I'd like to have the items. Are they at a local store.

K

Agent said

In this case the items can just be shipped, they are just able for shipping.

Customer said

Then refund if you can't get them to me by tomorrow.

K

Agent said

In this case I will process the refund for you because the date the item can be delivered if I process the replacement is 02/04/2019

Customer said

But are they maybe just out for delivery or something? Should I wait until tomorrow?

K

Agent said

Correct, the item is available just for shipping, and according to the tracking information the order was delivered today at 1:55

Customer said

But not to me, you mean the shipper, who will now take two days

K

Agent said

I am checking this with the carrier, can you provide me a few minutes?

Customer said

yes

K

Agent said

Thank you.

K

Agent said

Thank you so much for your understanding and your patience.

K

Agent said

I checked this for you and according to the carrier information the order will be delivered tomorrow at 02:00 pm

Customer said

OK, we'll hope for that or it won't be in time. Thanks

K

Agent said

They do not have updated the tracking information and that is why the information is not clear.

K

Agent said

You are more than welcome, please do not worry, your order will be delivered on time ad the information that the carrier provided me.

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