Here is the letter I sent to Wal-Mart. I think it speaks for itself!

I would like to file a formal grievance about an on-line purchase I made from your tire department two weeks ago and total lack of customer service from the store and no point of contact for Wal-Mart customer service.

In the past, I have always gone to Wal-Mart for my automotive needs because I felt you were dependable and honest. As a mother, it is very important to keep be able to rely on my vehicle to keep my children safe. Unfortunately, this situation has been very disappointing. After two weeks, I’m still driving my family around on an unsafe vehicle as we have the donut instead of a reliable tire. At this point, I wish I would have gone to one of your competitors instead of being loyal to Wal-Mart.

I had a flat tire June 28 and went to Wal-Mart to have it patched. Your team told me that the tire was un-patchable and that I had to order two tires not just replace the one. Also, you did not carry my size of sport utility tires in stock and they had to be ordered. They further instructed me to go on-line to order tires from Walmart.com and that they would arrive in a few days. I ask at this point – why couldn’t the sales associate order the tires for me, instead of me going home to place the order? It would have made more sense from a sales/customer service perspective to offer to order the tires for me so that I wouldn’t take my business elsewhere. But as I said, I was loyal to Wal-Mart and did as they instructed.

I placed my order June 28 on-line for 2 Uniroyal Laredo Cross Country tires. When I placed my order, it said that my order should arrive at the 82nd St. Wal-Mart #2552 in Portland between July 2 and July 9. I received a confirmation email and an email stating that my order was being processed and the tires should be received by July 9.

July 10, I emailed Wal-Mart Eorder to see what the status was of my tires and why I hadn’t received a phone call as promised from the local store. Deanna emailed me back on July 11 stating that my tires should have been received at the local Wal-Mart on July 7. Obviously, I’m upset, because I’ve been driving my family around on a donut since June 28 and I could have had my tires fixed five days ago.

When I called the local store, they said that they have never received the order and furthermore, refused to help me, but instructed that I call the on-line customer service. I went to your web site and did not fine any toll-free number, which heightened my frustration.

I called the store back to see if they could provide me with a number and the lady I spoke to suggested that I call UPS to track my own order. I am paying YOU to find my order, it is not the other way around. So, because I was unable to find a real person who was willing to treat me as a valued customer and attempt to assist me today, I am posting this message in an effort for Wal-Mart to contact me.

I am very upset with the service I’ve received since day one and I expect Wal-Mart to find some way to rectify this situation and compensate me for the time wasted trying to track someone down as well as the time wasted waiting for tires that seem to exist only in cyberspace.

Sincerely,
C Scott