Wal-Mart firearms policy and customer satisfaction

J

jimpeel

New member
For all of you who dislike Wal-Mart, this may change your opinion somewhat.

I work for Wal-Mart as a floor associate in the Sporting Goods Department. A man came into the store to buy a shotgun he had examined that morning, a Remington 870 12 ga pump.

I got the paperwork started for the 4473 and he said "I don't want the display model. I would like one new in the box."

I looked in the acquisition log and determined that we had one Remington 870 in stock for purchase. I went to the firearms vault and found the firearm and brought it back to the department.

When I got there I showed him the firearm but told him that he could not handle it because it did not have a trigger lock per company policy. He was okay with that.

We finished the paperwork, did the NICS check, which flew through, and he left with a manager to escort him to the door. (Wal-Mart policy is that only a manager can transport a firearm through the store.)

The next day, I get called into the office. The manager asked "Do you remember the shotgun you sold yesterday?"

"Yes" I replied.

He asked "What model was it?"

I answered "A Remington 870."

He asked "What gauge?"

I answered "Twelve gauge."

He then said "You gave him a twenty gauge."

I was astounded. I got a verbal "coaching" which is Wal-Mart's vernacular for being called on the carpet and disciplined.

It could have been worse; but since it was merely a procedural error and not a legal error I did not get a written coaching which could have ended with my termination.

Here's the rub. Wal-Mart will not refund, exchange, or allow the return of any firearm -- period. That left my customer stuck with an unwanted $300 firearm.

I offered to go with the customer to a local firearms broker and have him sell it to them and that I would make up anything they did not pay him so that he could buy the correct shotgun.

Management told me that I could not do that -- period. They said that they would try to find a way to resolve the problem.

I was off for two days and returned to work today. I asked my manager how they resolved the issue and he said "We gave him a free shotgun." He said the guy was astounded at the lengths we went to satisfy his problem. We also gave him a $25 gift card.

So now the guy has a 20 ga trap/skeet gun and a 12 ga goose gun, brand new in the box, all for $300 and a bit of patience. Did I mention that everyone involved said that he was an absolute gem of a guy?

Customer satisfaction is #1 with Wal-Mart. I would be willing to bet that he is one very happy customer and he is telling all of his friends about his positive experience.

'nuf said.
 
My mom also works there, so I know a bit how it works. They treat their employees like crap and their customers decent. Sounds to me your walmart must be a little better than all of the ones I've been too. I remember being 17 and they wouldn't sell me a paint roller because I wasnt 18. I also know they won't sell ammo to people under 21 if it's for commonly used for a handgun. For instance I have a .45 colt rifle and I can't buy ammo for it at walmart because I'm under 21. They even sell the Circuit Judge there and they don't care. The, let's call him ignorant, clerk told me .45 rifles shoot Colts, not Long Colts. I can only imagine buying 9mm or 45 acp. Cabella's is almost as bad with stuff like that.
 
Actual application of WM policies vary from store to store at the whim of the local manager.
People too often try to paint WM with the same broad brush.
Many policies, including pricing, vary with store manager and location.
I'm glad your store took proper care of this customer. What they did will pay off many times over in good public relations.
 
As far as firearms-related stuff goes, our local W-M only stocks ammo and a few inexpensive scopes - no actual firearms, no cleaning kits, accessories, etcetera. I will say that they do keep the ammo cabinet well-stocked and their prices are good.

Their biggest problem is that it's like pulling teeth to actually get a salesperson over into the sporting goods section. And since the ammo cabinet is locked, you can't get what you need without the salesperson. On the last two trips, I had to wait 25 minutes one time and 10 minutes the other time. It shouldn't be that hard to get them to take my money.
 
You just happen to work at an exceptional store, personal experience says that not all locations are as focused on customer satisfaction as yours.
 
For what it's worth !!

You just happen to work at an exceptional store,
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Then I suppose, our local Walmart, is exceptional as well. Ours routinely provides us, materials that were returned or exchanged, to support our Hunter Education & Youth shooting programs. They also allow us to post up-coming schedules for our county Hunter Ed. classes. Every Spring and Fall, I go around to the stores that sell hunting licenses and post these schedules. In our state, Hunter Ed. is a requirement for obtaining a hunting license. Last year, one chain store refused a posting when even though it was for their customer's benefit. .... ;)


Be Safe !!!
 
I've become known by sight with one of our local Sporting Goods Clerk. If he's not too busy we'll chat a bit when I'm in buying ammo. He carries a .40 Glock, and likes to call my 9mm wimpy.

Then again a few years ago when they remodeled our store they doubled the size of sporting goods. There's even a pair of Bushmaster ARs in the display case now.
 
If you ever decide to quit Walmart for another job, please let me know one week in advance. I will come in and purchase a couple of guns from you.

We can arrange it so I get the wrong caliber and after you leave, we split the guns up. :D

I am glad everything turned out well for everyone involved. Sometimes we forget there are people behind that corporation logo.
 
ScottRiqui, if you're in Norfolk, just go to Bob's and have a much better time ;) If you haven't been there, give it a try. You'll also have a MUCH bigger selection to choose from.
 
WV_gunner said:
My mom also works there, so I know a bit how it works. They treat their employees like crap and their customers decent. Sounds to me your walmart must be a little better than all of the ones I've been too. I remember being 17 and they wouldn't sell me a paint roller because I wasnt 18. I also know they won't sell ammo to people under 21 if it's for commonly used for a handgun. For instance I have a .45 colt rifle and I can't buy ammo for it at walmart because I'm under 21. They even sell the Circuit Judge there and they don't care. The, let's call him ignorant, clerk told me .45 rifles shoot Colts, not Long Colts. I can only imagine buying 9mm or 45 acp. Cabella's is almost as bad with stuff like that.
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The register prompts "For handgun? <Y> <N>" and if we say Y it then asks "Is cust over 21? <Y> <N>"

If we say N it asks "Is cust over 18? <Y> <N>".

We sell the Circuit Judge but we don't sell .45 Long Colt and never have. If the ammo is considered handgun only, such as .45 ACP it does not prompt. It simply asks if the customer is 21. You need to call for the Store Manager, not simply an Asst. Manager.
 
ScottRiqui, if you're in Norfolk, just go to Bob's and have a much better time If you haven't been there, give it a try. You'll also have a MUCH bigger selection to choose from.
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I do go to Bob's every once in a while, and they do have a huge ammo selection. But for something that's available at both Bob's and W-M, W-M is generally significantly cheaper, and it's much closer to my house (and open on Sundays, as well). What I need to do is pick up some ammo at Bob's the next time I go to MacArthur Mall, since a trip to the mall puts me in the right area of town already.

I haven't always been impressed by the staff at Bob's, but at least I can always find them!
 
^^^ Got ya, I can definitely understand the inclination to get it at WM when that's more convenient....heck I just used up a gift card there on ammo. :D

I haven't always been impressed by the staff at Bob's, but at least I can always find them!
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Now that is true, on both counts. But then again I'm not generally impressed by the staff at most businesses I go to, so I tend to assume I'm just too critical most of the time. :confused::)
 
There are a lot of chamberings that fit both long guns and hand guns. I was buying ammo at WM once and got into the "What are you going to shoot this in?" debate. I told him "A gun". Since I was in my late 30's at the time it wasn't a problem, but I didn't like the intrusive questions and attitude. I finally told that associate "Look, I have both long guns and hand guns that shoot this ammo. What I shoot it in depends on what I take to the range that day. I'm over 21 and it's none of yours, Wal-Mart's, or anyone else's business what guns I have..."
 
How is "what are you gonna shoot that in" a debate?
I guess that guy learned his lesson and to not talk to customers any more ;)

Walmart had a darn good price on federal .40 (100/24.99) the guys shift that ended at 10 apparently left at 930, it was 940 so I decided to wait the 20 minutes (which is when the mgr said a new shift would start), was a little unnerved that the mgr wouldn't sell me the ammo. 10 o'clock rolls by, then 10:10 at 10:20 the guy finally shows up. I bought all 8 boxes, he asked what I was gonna use the ammo on- I said "everything" (rambo quote lol) then when I wanted to have him cash out the 4 other things (one being milk) he acted like he couldn't. So wasn't a good experience. But good price on ammo.
 
For a minute there I felt bad that Walmart lost so much money on the deal all due to the mistake. But then I remembered how many billions of dollars in annual profit that Walmart makes and how they can well afford to take a loss on the sale and to be so generous.
Then I also remembered about how many people are injured during the big Black Friday sales that they hold where people have died and Walmart doesn't even provide enough security to control the crowd and to keep customers safe. during the event.
That surely has nothing at all to do with this deal, but at least it makes me feel better knowing that in some small way Walmart probably deserved to suffer the monetary loss.
I also want to acknowledge the fact that you sincerely wanted to help the buyer out of the mess due to your mistake. You learned an important lesson but I don't think that it's really all your fault. It's just Karma! :)
 
thedaddycat said:
I was buying ammo at WM once and got into the "What are you going to shoot this in?" debate. I told him "A gun". Since I was in my late 30's at the time it wasn't a problem, but I didn't like the intrusive questions and attitude. I finally told that associate "Look, I have both long guns and hand guns that shoot this ammo. What I shoot it in depends on what I take to the range that day. I'm over 21 and it's none of yours, Wal-Mart's, or anyone else's business what guns I have..."
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Why you were so rude and defensive to someone whose job is to interact with the customers is beyond me. There are those who come into our store who simply like to berate the menials because they know if the respond they will be fired. The guy was simply making idle chit-chat about your hobby and you acted like he asked the length of your ... er ... firearm.

Have some respect and, by the way, being in your late thirties is no excuse for bad behavior.
 
arcticap said:
Then I also remembered about how many people are injured during the big Black Friday sales that they hold where people have died and Walmart doesn't even provide enough security to control the crowd and to keep customers safe. during the event.
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No one knew that the crowd would literally tear the doorjambs off the walls going into the store. Did you see the pictures? No one seemed to care about the guy they trampled. Ask Kitty Genovese.

Since that event, all Wal-Mart stores the next year stayed open all night so the crowds could trickle in. The next year, they broke the sales up into several timed events.

No one can say that they didn't respond to the tragedy. Of course, when you do something right, no one remembers. When you do something wrong no one forgets.
 
In sporting goods, by their rules, an employee has to be there at all times. But I don't know how many times no one was there. And lately they've changed the way they work so the person that's usually there might be across the store and the guy there knows even less. The night shift is screwed up. They now have time limits to get stuff done in. Which sounds like a good plan, but whoever decides the times are dumb. Some allow too much time and some don't allow enough. And if the employee has been there awhile, they do their best to aggravate them the most. At one time, they hired full time, now only part time. So it's better for them to get rid of the old full time workers that are getting more pay too and replace them with someone getting minimum wage with no benefits. So if the worker isn't cheerful, put yourself in their shoes. And if you make a smart comment to them, if they say anything back they'll probably will get fired or at least coached. I do agree however, some of them are jerks to begin with and some don't even have the slightest little idea of what they are selling.
 
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