Tuesday, June 14, 2011 William S.

Simon Executive Vice President, President and Chief Executive Officer Walmart U.S. 702 SW 8th Street Bentonville, Arkansas 72716-8611 Re: Site to Store orders 2677752-143223 & 2677760-371215 Dear Mr. Simon, I write today out of a sense of extreme frustration. After placing an order for a patio set on April 22nd, it is now June 14th and I am still working with Walmart representatives to resolve the aftermath of Walmarts many errors with regard to the above referenced orders. My frustration stems primarily from the countless hours Ive spent trying to fix an error made by Walmart and the constant unfounded assurances from Walmart employees that theyve been successful in their attempts to help me. Below is a rough timeline of attempts to resolve our order with Walmart. April 22 Order 2677752-143223 placed with Walmart April 30 (Approx) 2 of 4 boxes picked up from Walmart May 7 (Approx) 1 additional box picked up from Walmart (3 of 4 in total) May 11 Box 4 is returned to Walmart by Walmart and we are refunded without notification. We are left with an incomplete set patio set. May 12 My wife calls Walmart and ask that box 4 is re-sent. The customer service representative (CSR) explains they cannot break up another set and suggests we return the original order. The set is unboxed and therefore un-shippable. The CSR then suggests we reorder a new complete set and then return the unopened boxes at no charge and we foolishly agreed.*** This conversation took 2 hours to resolve and at no point did we feel that Walmart was actively trying to resolve the situation to our convenience. *This decision, of course, is complete insanity as Walmart has now expended double shipping charges to ship and return 3 very large boxes as well as the effort to restock the items instead of simple sending us one very small box. In addition, I was inconvenienced, once again having to make two additional trips to Walmart to retrieve the items. May 16-23 UPS attempts pickups for boxes not yet received by the Walmart store and therefore, not picked up by us. May 21 3 boxes of 2nd order is picked up from the store May 23 - Call tag for 3 boxes is cancelled by UPS May 23 (Approx) Called Walmart to ask them to reissue the call tag as the pickup attempts came prior to the product being available to return. CSR agrees and reissues call tags.

May 28 (Approx) Final box of order is picked up from the store. I place the three boxes on my driveway for UPS and cover with a tarp to protect it from the rain. May 28 June 2 UPS makes no attempts to pickup. June3 I call Walmart back and CSR assures me theyve reissued the call tag for the three boxes. June 7 I call Walmart once again as UPS has made no attempts at pickup. I ask for tracking number of the call tag and am told it will take a day or two for it to enter UPS system. June 10 Still no attempted pickup from UPS. I track the call tag and find its the number of the call tag that was cancelled on May 23rd. WALMART CSRS HAD RE-ISSUED A CANCELLED CALL TAG THREE TIMES! UPS indicates the call tag number is the same as the original cancelled May 23rd call tag. I call Walmart once again, the CSR now explains that he has now reissued the entire return from scratch and was issuing a new call tag for boxes 1,2 & 3 of the order. He verified UPS would be picking up three packages and indicated that we would receive tracking details within 2-3 business days. He once again assured me that everything was taken care of. (I requested a direct number to call back and a name so I wouldnt have to reexplain the entire story each time I called. I was told I couldnt call the CSR directly but his name was Jonathan and he was located in the Miami call center and that everything was perfect and finally resolved.) June 14th Today, UPS attempts pickup but the call tag Walmart issued is for only 1 box, not 3 boxes. I called Walmart once again and immediately asked to speak with a supervisor. After a 20 minute wait and getting disconnected and being forced to call back, the supervisor indicates that the call tag issued on June 10 was in fact for only one box and not 3 boxes as previously assured. She has issued me another call tag and promises this is for 2 boxes. Im doubtful this issue is resolved and have her name and direct phone number. Im unsure what Walmart could do make me a happy customer. Undocumented above is the time spent tracking these orders, protecting the boxes from the elements and transporting the boxes, waiting on hold and explaining endlessly why we were attempting to return the products. Im unsure a refund has been issued for the order and worry what it will take ensure that is properly processed. In addition picking the orders up onsite proved to be frustrating as well as the Site to Store terminal was never staffed and summoned employees took exceptionally long (over 10 minutes and multiple pages) to reach the Site to Store terminal and then, without any real sense of urgency or purpose wandered about the store attempting to find a cart/hand truck or trolley with which they could transport my packages to my car. Your company seems to put customer service last. Systems, staffing and policies dont seem to support positive customer service interactions. That the recommended answer to one small missing box was a to ship three very large boxes back and forth across the country, requiring the customer to exert additional time and effort to pick them up speaks to a profound lack of coordination within your organization. That at least three CSRs could not properly issue a call tag speaks to an intense lack of training of your staff. That a customer waiting at a customer service counter outside the employee break area would see countless staff members walk past without asking if they could help tells me that customer service at Walmart is a failure at its very core.

Walmart is a great American company, their ability to drive cost from products through supply chain management is amazing. Ive often admired Walmart because I sincerely feel they have allowed the average American increased access to a wider variety of high quality merchandise that without their innovation would not be available today. But it has come at a cost and Im afraid that cost is my business. Spending hours on the phone and at the store its clear that the cost savings are not worth it to me. Im not saying I wont ever shop at Walmart again but it would will be the last choice I would make in the future. I thought the two hours my wife initially spent on the phone on May 12th asking Walmart to complete our order was the worst customer experience Ive ever had, little did I know, that it was simply the beginning. Sincerely,

Bryan F. Fox bryanffox@gmail.com (917) 647-6715