Patio Umbrella Base/Wal-mart-Midlothian, VA

Wal-mart on Midlothian Turnpike, Midlothian, VA

First off, let me state that for a long time now I have absolutely hated to have to go to Wal-Mart for anything. If I have had to go, I try to time my visit to make it as short and quick as possible. My nickname for Wal-Mart has been “Hell on Earth” for a long time now. I have had a Sam’s Club membership for about 12 years now and I had no problems with Sam’s Club- until last night.

Monday night my husband and I went to our nearest Wal-Mart (which is still 20 miles round trip) to get one of the big patio umbrellas that they have. It was a good deal, 13 foot, really sturdy, for a great price. So we get it home and then I realize that the pole was too wide for it to go through the hole in the center of our table. Well, I had an umbrella stand, so I tried that. Again, it was too big. So last night my husband and I load up the umbrella and head back to Sam’s Club intending to return the umbrella. When we get there, I realize that I had left the receipt at home (okay that was stupid of me), so I had My husband wait out at the truck with the umbrella while I went inside to see if by chance they had any of the umbrella bases that fit that particular umbrella left. They had 4 of them left, but they each had an umbrella (4 different sizes) in them on display. Well, I could have removed an umbrella from the base right there, took the base up to the register, paid for it and been gone and they would have been none the wiser. I figured that I needed help getting the umbrella out (they are big), so I went up to the customer service desk and told the store manager what I needed. He CBed a sales associate and told him he was sending a customer back and then told me where to find this guy.

So, I go back there and find the guy and show him what I wanted. He then tells me that because the remaining 4 umbrella stands are on display; their policy is that they can not sell me one until they have sold ALL of the umbrellas they have out. I was like “You have GOT to be kidding me. You’re telling me that you WON’T sell me one when you have four of them there?” He says “Sorry, that’s the policy.” I was soooooo pissed off, that I just walked right out of the store. I told my husband what he’d said and then my husband started driving home. I was still mad, so I called the 1-800 number on my membership card, got the store’s number and called the store and spoke with the manager again while my husband was driving home. I explained that the stands they have on display are the only ones that go with that particular umbrella and was asking why they could not sell me one. After being on hold for 10 minutes and when we were finally at home, the manager gets back on the phone and tells me that he will have one waiting for me at the member service desk if I want to come back and get it. I was like “Cool”.

So, my husband and drop off the big umbrella at home then head back over to Midlothian again to go get the stand. We get there and go in and the manager is waiting at the member service desk and has one of the stands up there. He asks if that is the one I want and I said yes. He then says “Well, I tried calling you back, but didn’t get an answer (a lie-I have caller ID). I can’t sell you one because it’s part of a display.” He basically told me the same thing the other guy did before. I was getting really angry and my husband could see that and just stepped back and let me go. I was like “Okay, you have 12 umbrellas left back there, but no bases for them. Suppose someone else comes in and buys one just like me, gets home and realizes that they need the stand too. If I can not get a base, then I have no need for the umbrella and have to bring it back and you’ve just lost a $100 sale.” So the manager then looks up to see if any other area stores have the base and the store across town had 13 of them, but sells an average of 3 a day. I asked if they could have it delivered to the Midlothian store for me. “No, you have to go over there to pick it up.” Then I asked if he could call the other store and have then hold it for me until today so I could get it. “No, our policy is that we can not hold an item. But you can do the “Pull and Pay” online from your home computer and they will hold it that way.” I was beyond angry. He gave me and My husband a $10 gift card for our troubles, and I figure that kind of makes up for the gas we spent making two trips. I am getting my dad to go to the other store this morning to see if they have a stand there and to get it for me if they do. But my whole point is- What has happened to customer service? Does it even exist anymore? Geez, other places would have gladly dismantled one of the displays and sold me the base.

Even if I do end up getting one of the bases I need, I am still writing to Wal-Mart (I’m going to try to find the address for the district or regional rather than local office) and let them know what I think of their “can’t sell it if it’s part of a display” policy.

Sorry this is so long. I am just really really pissed off at this company and will NOT be renewing my Sam’s Club membership (my renewal date is August 1).