Sunday, purchased via Walmart online 4 new tires (they had the manufacturer-recommended available), and we could schedule an appointment the end of the week. These are for a Tesla Model Y, and we figured Walmarts are everywhere so they could provide support when we travel. Keep in mind, this online order is with my account at my new address that has been used for two prior online purchases without a fuss.

As far as I can tell, all of the mess started at this step. These are for my wife's car, so I went ahead and added her name and phone number using the Walmart online system. Same last name, same address = no problem. Or so I thought.

Alas, not true! 2 min later, the fraud system kicked in. Forced me to change my password, sort of canceled my order. My Walmart app gave me instructions to contact them if I needed help.

So I did. The very nice customer support person confirmed it was an auto-cancel due to fraud, he tagged it as a genuine order and they would update (and presumably approve the order). If it was still not right, call them Monday afternoon.

No change next day, so I called Monday afternoon. The second customer service person 3 times told me that I had cancelled the order and that there was nothing he could do for me. Using the exact same language each time (i.e. from a script). The third time he started his auto answer (I did wonder whether this was an AI, I admit!), I interrupted him with '20 min in, I'm sure this is being recorded and will be reviewed. I want it recorded that I did NOT cancel this order, I have no credit issues, and all I wanted was to get the order placed and an appointment scheduled.' He told me 'they would get back to me in 24-48 hours.' When I checked online, he had actually canceled the order completely.

I figured, whatever. My wife had her OWN Walmart account, so we placed a NEW order (and without my name) using HER own credit card. All went through. Moved on, have a busy week ahead.

Then, a day later, she received an email that her order was cancelled for fraud concerns.

We thought - what the heck, let's get this resolved by going out (to get air for our older tire with a slow leak) and then be in-person to place the order. We went to WalMart automotive, waited, waited, and waited - and then the experienced employee told us he could schedule an appointment but couldn't order tires for us! We had to do that online, and he told us to be sure to call the Walmart customer service line to place the order.

So I decided to try to call one more time to get my account cleared if nothing else. Called, truly did my best to be in a positive mindset and ask how we can get our order placed. After 10 minutes, the third customer service person (who was nice the entire time), told us that she cannot do anything for us. That she can only tell us to place the order again after 24-48 hours. She could not escalate or connect us to another person. There is no way to communicate with Walmart to fix this. I asked her whether she thought we would get a DIFFERENT outcome than the first two outcomes. She said, 'I do not want to raise false expectations, but I do not expect there to be a change.' By this time, I made sure my wife was listening to the call, too. I told the customer service person at the end that 'thank you for your time, and I appreciate the information you shared. However, as we cannot place the order online OR in person, I think they should know they have lost us as customers.' My wife used even stronger language after I hung up.

Keep in mind, we have not missed ANY payments in years, our credit score is 800+, and both of the two credit cards we used are known to be active with the ~$1000 needed.

On our walk, we just came to the conclusion that they just do not want to serve this category of product, or maybe us as customers (we are not Walmart+ for example). Otherwise, they would not have an online system that triggers a fraud response without the ability to check, and no way to place an order in-person (where the employee could check ID in person). Their customer service system, which should be designed to make this kind of mess an opportunity to KEEP us as a customer and have me post a GOOD customer service experience.

I will do a deeper dive to see whether we are on some sort of 'credit theft' risk list, given all of the recent data leaks.

Posting here as I've lost hours of my life, and worse wasted real quality time with my wife to boot. Sharing so that you can avoid this yourself.

EDIT: added 'long' to the post title.



Edited 1 time(s). Last edit at 08/20/2024 09:20PM by sekker.

Yep, buy somewhere else. Costco comes to mind.

---

Saint Cloud, Minnesota, where the weather is wonderful even when it isn't.

Costco.

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special
Costco.

or Sam's

---

“No persons are more frequently wrong, than those who will not admit they are wrong.” -- François de La Rochefoucauld

"Those who cannot accept the past are condemned to revise it." -- Geo. Mathias

The German word for contraceptive is “Schwangerschaftsverhütungsmittel”. By the time you finished saying that, it’s too late

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Ombligo

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special
Costco.

or Sam's

If Sam's uses the same online system, not going to help.

Use Costco or Discount Tire.

F/U We receive a call yesterday from the nice, in-person installer at the WalMart store we visited. Our tires DID arrive anyway...

...and, we get there, and the installation team declares the Tesla battery is 'too close' to the tires for them to install.

Off to Costco.

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sekker
...and, we get there, and the installation team declares the Tesla battery is 'too close' to the tires for them to install.

WTAF?!