A letter to WalMart

(I sent this on July 7. WalMart has not replied.)

Walmart Home Office
702 SW 8th Street
Bentonville, Arkansas
72716-8611


Your company needs to retrain managers and associates at the North Little Rock store, imbuing especially in managers the realization that their outlook and manners are reflected in associates’ behavior.

On Tuesday, July 3, I went to the North Little Rock store to buy 20 bags of mulch. After determining which kind I preferred, I went into the store to find out whether I was supposed to load the mulch and then pay, or pay and then load. I also wanted assistance loading the bags, since at 66 years old, I cannot do as much as I could five years ago.

In the garden section, I saw an associate washing the glass in a door. I asked her about loading and paying for the mulch. She said I could do it either way I wanted. I then asked if I could get assistance in loading the bags. She said she would find out. She walked away and turned down an aisle. I followed, figuring to answer questions anyone might have. The associate talked with a management person (identifiable by his shirt and lack of vest). The management person walked toward me. I said, “I don’t think I can load that many bags by myself.” He said as he walked by, “Let me help her at the register and I’ll be right with you.”

He went to the register, where there was some kind of problem. I stood near the door. The management person did something at the register and then returned to the aisle where he had been telling another associate how he wanted things arranged. I waited. I waited longer. Then I saw the management person rearranging items on shelves in another aisle. I watched him for a little while and then went outside, where bags of mulch were stacked. I loaded 10 bags into my pickup and then became unable to load any more in the 95-degree heat. I went back inside, paid for the 10 bags and told the associate at the register that I had asked for help but had not received it. I said, “Do not look for me in this store again. Ever.”

I returned to my pickup and drove across the street to Lowe’s. I asked a cashier in the garden department, “If I buy 10 bags of mulch, can I get help loading them?” She replied, “Of course you can.” And I did.

On Thursday, July 5, my wife and I having used all 20 bags of mulch, I returned to Lowe’s and bought 40 more bags.

My experiences at the North Little Rock store have not been the same as at the Walmart market in North Little Rock, nor at the store in Sheridan, nor at the store at Chenal Parkway and Cantrell Road. Associates at those stores are friendly and helpful; their demeanor reflective of positive managerial philosophy.

Associates at the North Little Rock store, however, consistently display negative attitudes toward customers and unwillingness to give assistance. Those are indicative of negative managerial philosophy.

If for no other reason than corporate benefit, you need to more closely supervise and retrain managers and associates at the North Little Rock store.

(Signature)