
after a month of waiting, receiving the wrong item, 4 phone calls to WallyWorld.com, 4 first level support techs, 2 supervisors and a call to Bentonville, the carseat finally arrived. Who would have thunk it. The best call was the last, so I'll just give you a recap to that call
August 17th - Ordered said carseat on August 17th from WallyWorld.com
September 3rd - Received email that said carseat had arrived at local store (Have to luff Site to Store Shipping)
September 4th - DH goes to pick up carseat....Not carseat - mahogoney chair (luff to see that straped in the back of the mustang)...local WallyWorld refunds payment....Call to St Louis...they place new order and agree to pay for shipping to house
September 7th - Check website...item shows as backordered on invoice, however, the actual website shows the item available....call WallyWorld.com....item is taken off backorder and will be shipped September 9th
September 9th - Check wesite...item shows as backordered again....DH calls....item is taken back of backorder and will arrive by September 12th.
September 12th - No Carseat...Item still backordered.....Call WallyWorld.com...
First level support answers..."How can I help you"
Me: "You can try, but I'm sure I will need to speak with your supervisor."
Support and I go through the story above in detail
Support: The order will be fulfilled and shipped by September 15th.
Me: "This is the same story I have heard the last 3 times we have called....Item will be shipped in the next 3 days...Can I speak with your supervisor?
After being on hold 15 minutes, Tina gets on the line....Same Story from Tina as the one above with the exception of the fact I told her I'd like a tracking number for the carseat..Tina cannot provide...
Me: Can I speak with your Supervisor?
On hold 5 minutes....Tina gets back on line "All of our Supervisors are busy....Why don't you call back later
Me: "No, I can hold until one is available."
On hold 5 more minutes...Tina:"I'm sorry but all of our supervisors are busy...I can give them your name and number and have them call you"
Me: "No, I have all evening...I'll wait"
On hold 10 more minutes...during this time, I have DH call the Corporate Offices in Bentonville and explain our story to Ben who is now trying to fix the problem from their end....
Tina get back on the phone: "Our supervisors are still busy and we need to assist other customers, I'll give them your name and number and have them call you.
Me: "Tina, my husband is on the phone with Bentonville explaining to them the problem we are having with WallyWorld.com, can you please explain to your supervisor that we have your corporate office on the phone and I am giving your supervisor the opportunity to address the situation before I turn the problem over to them."
It's amazing how quickly a supervisor can make themselves available....Ms. Martin hears the whole story (which I add the whole issue about my child's safety and still being in the infant carrier), apologizes, does a quick search to see if the carseat is available anywhere in a 250 mile radius of the house and if it is offers a cash card for gas. No such luck. Tells me she is going to check with the distribution center that normally sends out the carseat to see if the model is available in a different color and call me back on Monday the 15th.
September 15th - Ms. Martin calls explains that the carseat is not available and she is still trying to fulfill the order.
September 16th - DH calls, carseat is waiting at the house. Exactly what we ordered.
I'm not sure if WallyWorld.com fixed the issue or Bentonville. I really don't care just as long as E is safe.