Wal-Mart, Lancaster, SC - told must purchase CD in CD section, so put it back - then wait at checkout

Wal-Mart, Lancaster, SC - told must purchase CD in CD section, so put it back - then wait at checkout

Wal Mart, Lancaster, SC

Folks; In the scheme of things, my complaint tonight may not seem like much. But I find it is indicative of the type of service one can expect from this Wal Mart and others in general. At around 1 a.m. on Thursday February 12, 2004, I went to the Lancaster, SC Wal Mart Super Center to pick up a gallon of milk. Since the place was somewhat devoid of customers, I decided to walk around the store and look for a few minutes. I wandered through the home fixtures section before making my way to Electronics. On the spur of the moment, I decided to pick up a CD to purchase before heading over the dairy section. As I was leaving electronics, a voice came from behind me telling me I had to pay for the CD back there. The associate who had been working the area had not said a thing to me until I passed her, nor had she even made eye contact. She also said it in a direct manner, "You're going to have to pay for that CD back here, sir." No, "Excuse me, but..." or, "I'm sorry, sir, but do you mind paying for that back here?" The truth is she saved me fifteen bucks because I decided to put the CD back where I got it, explain that "I have otehr things to pick up." and go on my way. However, I find it odd that Wal Mart apparently has this policy, yet I did not see a sign which stated it. What happens to the policy when the associate "in or around electronics" goes to the back room or goes on break? So I go over to pick up a gallon of milk and end up getting a bag of cereal too on my way up front. It's late, I'm tired and all I want to do is to get back home. Somehow, though, the front end is busier than I expected. Four lines are open and all have customers waiting. I pick the one that is shortest, check out five. What I didn't realize was that the cashier was waiting on a CSM. No harm, this should be expected at times.

I've worked in retail and shopped enough to now this is just a part of it all. Even though it seems to take longer than it should for a CSM over ride, I remind myself that it is after 1 a.m. and perhaps my tiredness is

factoring into my impatience. So finally the customer is ready to go and as the next person in line --- to people in front of me -- move their few items up, a woman who has been standing to the side says, "I've been standing here and I'm next in line."

I had seen her standing there, but she was not in line and I thought she was waiting on someone in the store. She was closer to check out four which was closed at the time then to check out five. The person in front of me looks at the cashier and says that the lady had indeed been standing there.

The cashier said, "I don't know. I just look this way." gesturing toward the direction of myself and others in line. The lady in line but not in line made it clear that she was going to be the next rung up. Now I'm tired as stated and I've been waiting in this line for more than ive points. So I'm not sure if I made the right judgement or not. It was clear that the lady was not going to budge. It was clear the man in front

of me was not going to dispute whether the lady should get rung up or not. And it was clear that the cashier was not going to get into it either. Finally, the lady had what appeared to be a full cart of groceries. Check

out five is, by the way, twenty items or less. So I said, "Well, I've wasted too much of my night for this." I put my three items down and left the store. In hindsight, perhaps I should have had the cashier call over a member of management. But the lady seemed hostile enough already. I mean, how many times does one need to shop at Wal Mart to realize which way the line forms? But at the least, I thought the cashier could have stood up for the customers who do, in fact, know which way the line forms.

I eventually had to get the same gallon of milk at a convenience store (sans cereal) for a dollar more than I would have paid at Wal Mart. In closing, while this is not a major complaint here, I find it is indicative of the level of customer service that goes on at most Wal Marts now, including the Lancaster, SC location. Joe H

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