Minnesota’s Walmart Shoppers Speak Out: New Website Feature Causes Headaches

Open Letter to Walmart, From a Loyal Customer Who You Think is a Bot

I am one of the 15+ million people that use Walmart+ and I am pleading with you to fix your website.  No matter how hard I try to press down on the spot on my screen to show you that I am NOT a robot, you don't believe me.

Walmart, I Am NOT A Robot!

I've tried 12 times.  I keep seeing this screen.

I've tried again!  Unfortunately for you, I've had to go buy groceries at HyVee because I can't get past this screen on your website.

Get our free mobile app

Here's What Happened When I Tried To Report A Problem on the Walmart Website

I have tried to chat with your bots but they don't want to help me.  If I have an issue with an order, no problem.  Sadly, I can't even place an order so I have nothing that your bots can help me with.

I have no other way to speak with you other than picking up a phone and trying to find a phone number somewhere in the abyss of your website.  I'm just trying to order groceries - like I have for the past few years - I'm not picking up a phone.  You may want to hear this though because right now, your latest "feature" is no longer letting me order anything on your website.

Plus, it is annoying.

I reached out via social media and heard nothing back.  Maybe someone in the Walmart world will see this and realize that their latest new feature is actually causing a loss of sales.

What is Walmart+?

Way back in 2020, Walmart created an amazing product called Walmart+.  Our family has been using it pretty much every week since its birth - mostly because my husband got really sick and I had a choice to either spend time buying groceries at a store or cleaning our house.  That might seem like an odd choice, but between work, the kids, and taking care of my husband, I had zero time.  I decided that buying and having groceries delivered was essential for us.

Doesn't Walmart+ Have a Lot Of Problems?

Walmart+ has its perks but it also has had some difficult moments.  If you dig deep enough, you'll encounter people who have had to report Walmart to the Better Business Bureau.  Our family hasn't had major issues with Walmart+ since we got it, but the past 6 months have had a few headaches.  I'll share those below.

The latest - We had a delivery that we needed that was reported as done, but when I tracked the driver, he was in Austin, Minnesota.  Then, our order just somewhat disappeared.  The person I spoke with on the phone had no idea why.  It took about 3 days to finally cancel the order and get our refund.

A few months ago - our account was banned.  We could place an order but as soon as we paid for it, it was cancelled.  Walmart bots couldn't help us and pointed us to a phone number to call.  Those individuals didn't know why and told us to try again in a few days.  It took multiple phone calls, e-mails, and finally after a week, we tried again and our order went through.  We still were never told what happened, other than this could have possibly been because we were using phones and laptops to order.  We do that at Amazon and they don't care.

About 6 months ago - we learned the hard way NOT to order from the 3rd party sites on Walmart.  We had an order that didn't show up.  I was told to go ask all of my neighbors if they got our package instead.  Yeah...not going to do that.  I had to wait a full 48 hours before I could request a refund.  I ordered the same item on Amazon, ended up paying less for it, and it was at my house faster than my refund from Walmart.

Last Chance, Walmart - Please Fix Your Website

PLEASE, for the love of all things, fix your website, Walmart!  I am NOT a bot!!!  HyVee, Target, and Amazon all think that I am a real human being.  I'd love it if you saw me that way too.

And if this is possible, quit making our family your guinea pigs for all of your new software enhancements.  I'm tired of not being able to order on your website.

Sincerely, a frustrated mom and exhausted caregiver (who is also on the radio across the United States)

- Jessica On The Radio