600 Marsh Landing

Suffolk, Virginia 23435

November 05, 2021

Wal-Mart Supercenter
1200 N Main Street
Suffolk, Virginia 23434

Dear Store Manager,

When purchasing an online product from your website, your policy states guaranteed 100% for it
to work, exchange or money back. Like many parents including myself, we are excited to
purchase bikes for our kids. The anticipation of what a joyful moment this will be once the bike
is received. Awesome, right! I purchased a Huffy 16in Rock It Boys Sidewalk Bike for my son.
This bike was received already assembled. However, there was a malfunctioning tire and trying
to reach out for help was extremely difficult at times. Both parents and children are upset that
they must wait even longer to receive any type of assistance to correct the issue.

Like many parents we instantly get frustrated and of course we seek answers. We begin
researching on how to fix the situation. Reviewing the online policy for damage or return item, is
something no parent think we should have to do after purchasing online product. Often time we
are place on long holds or not being able to reach someone over the phone.
Wal-Mart’s return policy states your satisfaction is very important to us. If you’re not happy with
your product, let us help you. On numerous occasion phone calls and emails were sent out and
only receive little response back. I think it is very unfair to say to customer that our satisfaction
is important when these simple contact method fails.

Even some situations are out of our control when responding to numerous help calls daily.
I think customer satisfaction levels have decline over the past year or even more.
There are many ways to help fix this for me and other parents. Great ideas such as develop more
customer service communities, provide multichannel support, slash the wait times, and put a
social media plan in place. With this satisfaction will be guaranteed.

As for me and many parents that do online shopping, we expect the product we purchase to work
when they arrive to our homes. When shipping goods to customer have extra protection of the
product to prevent receiving damage goods. We except promptly help when something isn’t
right. It is in everyone best interest to make sure open communication is openly access.

Sincerely,

Mary Douglas