Panning Wal-Mart on a blog: Sign of crisis?

Ain't gonna work, Steve. Everybody is going to talk about WalMart more than Starbucks, anyway.

I suppose Starbucks is OK. There are no Starbucks stores near the traffic patterns of my life, though. If they had iced coffee like Mickey D's, and had drive-thrus in convenient locations, I'd rather do business with them than with the Golden Arches, despite their higher prices.

On the other hand, I used to be a very big fan of WalMart. Used to be, if you lived on a farm, you paid a premium to shop locally, or you spent time and money you didn't have to drive to a big city. WalMart was a boon to rural America.

When Sam died, it didn't take two months for them to drop their CHANT (Customers Have A Name Too!) policy, even forbidding cashiers from addressing customers by name. Instead of being their close friend, I was to be treated impersonally, as a stranger. Bad move.

Since then, they've paid increasing attention to inventory levels. Just-in-time? Fine with me. Out-of-stocks, though, are not. I can afford paying $2 more for a week's groceries, but I won't spend 2 hours extra to shop first at WalMart, and than shop elsewhere for what WalMart is out of.

This week, I took two scrips to Walmart. Twenty minutes, the pharmacy clerk said, but they weren't ready in 20 minutes. They weren't ready in 30 minutes, either. At 45 minutes, they hadn't even started. At an hour, they finally got around to me - and the druggist decided that she didn't like what the Rx said.

Potassium chloride isn't even prescriptive; I used to buy it by the ton. She couldn't fill the Rx in the 40-milli-equiv size the doctor ordered, and refused to fill it with twice the quantity in the 20-meq size that she had in stock. She wanted to talk to the doctor - but by then, he'd gone home for the day.

The next afternoon, my wife stopped by - and they still hadn't talked to my doctor. (My wife picked up the furosemide scrip - $8 for a 30-day supply, not the $4 the signs boasted of. If I'd known that, I'd have had it filled at Costco, for $6.60.) She also picked up the unfilled KCl scrip (which Kmart dispensed, with a smile, for $5 in 3 minutes.)

You only get customer complaints when customers want you to change. I complained when they dropped the CHANT policy. I complained when they decided that empty shelves was good business. Customer complaints are valuable, but I'm no longer a customer, and I no longer am willing to stand in line to give them any complaints.

I have to think that if Sam were alive today, he'd refuse to do business with WalMart, too.

Steve makes a valid point. Wal-Mart's current state of affairs and the number of anti-Wal-Mart bloggers are not necessarily inter-related. Despite declining sales in various regional Walmart stores (a fate suffered by a plethora of other businesses small and large) the company realized growth in 2006 and I have no doubt that they will maintain this momentum in 2007 despite relentless media backlash and supremely bad press. And gearing up for another go-around, their rollout of new scheduling changes to improve the customer experience and the bottom line will only give the media another leg to chew on. It's clear they've become the mainstream media's poster-child for everything about big business that we love to hate.

But back to Steve's point... if you provide consumers with the appropriate forum to voice their concerns, they will. And again, highly publicized antipathy towards Wal-Mart is nothing new. What's that saying...oh yea, "birds of a feather flock together." There's a reason the populer term "bandwagon" was coined and it goes without saying, folks always love to jump on board.

127, 500 or a thousand angry critics is not necessarily a cause for concern nor is it a determinant of a company in crisis, particularly a company with such a large consumer base. Case in point: post a blog discussing the future of lending and the credit card business, perhaps even naming a particular company; Then you’ll understand the depth of true consumer malcontent. Most blogger comments will be aimed directly at the industries top lenders and naming names (vs vitriol against the industry as a whole). But are the likes of Citibank, MBNA, and Discover at risk? Hardly. Really what it comes down to is the bottom line. How many vocal Wal-Mart haters still actively shop at Wal-Mart? I don't have the numbers but I wouldn't be surprised if the answer came out to be more than half.

That said, a host of angry bloggers is an opportunity for management to show face, turn up the volume and listen to what portions of their consumer base are saying to help improve its brand image. And most certainly Wal-Mart should.

I don't feel sorry for a company (Wal-Mart) who built their empire as an American company with only American products, and now you can't find an American product anywhere in the stores.

You can't even find English speakers most of the time.

Leave a Wal-Mart and walk into a Target someday. You'd think you just left a 3rd world store and entered heaven. Wal-Marts are disgusting and pathetic now.

*

Shalom Stephen,

"Never doubt that a small group of thoughtful committed citizens can change the world. Indeed, it is the only thing that ever has." Margaret Mead.

B'shalom,

Jeff

(Also of The Writing On The Wal)

Local Suffern NY Walmart shorted me on a Medicare prescription: Bottle said quantity 180; actual quantity 90. Disclaimed any responsibility. Wanted to charge me for the missing pills. When I threatened to complain to the NY Health Dept, they said they would give me the pills without charge only if I opened the bottle in the store and counted out the quantity at the counter. I do not believe the environment of a crowded retail store phamacy counter is where I should be opening and counting pills I will eventually swallow. I have complained to the NY Health Dept and to Walmart.
Walmart pharmacy manager told me“We never make mistakes.” This is as I am reading about a $127 million malpractice judgement against Walmart for a pharmacy error that killed a patient. Was it deliberate or was it an error? Walmart doesn’t make mistakes, according to that pharmacy manager.

I wanted to give Wal-Mart a chance to work with my set of prescriptions, in hopes that I would find a pharmacy that did not treat me as a nuisance, as so many do. I took three prescriptions to the Biloxi, MS pharmacy and was given two of the three. The third prescription was being charged to me at $125.00 when I have a $30 co-pay. The pharmacy technician reviewed the charge and noted that the insuror would not approve more than 34 of the specific pills in a 30 day period (even though my doctor wrote a script for 60 pills). I suggested that the insuror should be challenged and the Wal-Mart technician said they would be glad to talk with the insuror.

The next day I returned for my pills and found no contact had been made to my insuror. I noted that the first technician had said the contact would be completed with no problem. The second technician curtly said "We do not work with insurors" and rudely suggested I take the pills at $125.00 or call my doctor for clearance. I pulled my script and called my insurance company the next day.

The insurance company called Wal-Mart and waived the 34 pill limit. Wal-Mart called me two minutes later and said my prescription was ready for pickup. I explained to the third technician my disenchantment with the second Wal-Mart technician's attitude and was told that the second technician was wrong to say Wal-Mart would not call the insurance company (even though no technician took the time to do so). The third technician apologized and told me to pick up my prescription at my convenience.

I was not able to pick up my medicine until the following Monday and upon requesting the prescription was told that the script was not ready. My prescription had not been filled because I had taken the original script to be used as the source for calling my insurance company. When asked if the prescription would be ready later that evening without having to battle Wal-Mart for the pills, the fourth technician told me that she would not guarantee anything and I could try to pick up the pills later but may have to wait an hour or more.

I permanently pulled my script from Wal-Mart and took it to another pharmacy. I will also transfer my other two scripts to another pharmacy before I refill them at the Biloxi Wal-Mart.

This is an email that I attempted to send to Walmart. Unable to find an address to forward the complaint.

Please forward to someone who Cares.

I am a regular weekly shopper at the Walmart store in Mobile County, AL located on Moffit & Schillingers Rd.I attempted to return two Great Value Peanut Butter due to the health hazard attributed to the product. The local news had said to throw away the product and return the lids to the store for a refund. At the store I was told I was supposed to return the entire jar as well. I proceeded to explain that that was not what I had heard on the news. To be totally honest, this upset me because I had followed the instructions given on the News.
I am a retired individual who worked forty years in the retail grocery business and I know this is not the way to handle this situation. It was very embarassing as a customer to be treated this way.I payed 1.39 for each of the two jars of Great Value Peanut Butter. I had used only a spoonful of the contaminated product before I learned of the problem with the product. Since I had not caused the problem with the product and the product was contaminated I expected that a refund would have been gladly given. It was not. I was told "Sir, you have to return the whole jar" I felt is if the employee was suggesting that I had used the product and returned the lids for a refund. I started to tell the employee that I was not stupid. I would not knowingly eat peanut butter that is suspected to be contaminated and return the jars lids for a refund. The lids were the code indicated as being contaminated.

I am no longer concerned about the money but I am upset over the arragant attitude with which I was treated. I realize there individuals who attempt to rip off businesses but I resent being made to feel that I am one of them. It is so easy to determine that the product was the contaminated lot that it should not matter whether the whole jar was returned. I have not decided if I am going to return to Walmart or not but I can say that being treated this way will be the downfall of a company that treats it customer with so little respect.

I am currently dealing with a walmart pharmacy mistake on my sons prescription. The directions were incorrect on the bottle.

What is going on with Wal-Mart?!!
They spent a ton of money getting the word out to the public about $4 Rx's. Over 1 million Wal-Mart & Sams Club associates wore a large buttons that read "Ask me about $4 prescriptions" They stuffed flyers in your Wal-Mart bags. So we did. Many of us around the country asked and changed our pharmacies. Not all of our meds were elegible for $4 but many of us had those that were. How great was that. Well not anymore. After they sucked us all in with this ploy we all pay more. Not even a note in the winow of the Pharmacy that states they changed the program. So after months of going to the pick up window with $4 in hand and getting your meds, now you've just been informed "That will be $87 please." What happened to $4. We did'nt plan for $87. Or the heart attack you just gave us.
I'm taking my $4 and all my families precriptions back to CVS. At least they know how to bill insurance and you already know it's not $4. How wrong of Wal-Mart to suck us all in and then never say a word when they changed their minds. I'm so embarrassed by this move. I WORK FOR THE COMPANY!!! I never wore the button just because I don't like things on my vest. I work at Sams. Same company. If Wal-Mart was going to change the program then maybe they could have given a little notice before you get to the pick up window and find out you now need something for a heart attack. I don't blame the Pharmacist because they have no control. I blame Wal-mart. I'm not the only one who feels this way.

Stop complaining about walmart pharmacy. I have worked there for a year and a half and all I hear is whining from customers who assume everything is on the $4 list. Listen clearly NOT ALL GENERICS ARE ON THE $4 LIST!!!! Whether you have insurance or not the generics on the list are $4. It is $4 for 30 tablets therefore 60 pills will be $8, 90 pills $12,120 pills $16 and so on. I have worked there ever since walmart introduced the $4 plan and there hasn't been any medications removed from the list, only medications added to the list. So there is no way someone paid $4 last month and $120 this month, your just mistaking. Also for all ya'll that say you have co pays there is this thing called the donut hole where you have to pay out of pocket until your deductable is met. Transfers from other pharmacies take one to three hours so don't be surprised, We have to fax the request and wait for the other Pharmacy to respond. If the insurance doesn't approve your medication we have to fax the doctor for prior authorization which can take up to 7 days. When your out of refills we automatically fax the doctor for more refills, it's up to them when they respond. Also I can't stand when customers call and ask if there's a prescriptio ready that their doctor was supposed to call in and we say no they think their lying. Just because your doctor says their going to call it in doesn't mean they do it right away, they sometimes wait till the end of the day, or do it through a palm pilot which could take hours. No one ever blames the doctor it's always the pharmacy. Don't you think we would love to just fill your prescription for the lowest possible price and make everyone happy? Just a little insight from inside the pharmacy.

I am on a permanent medication which I have purchased from CVS with no problems whatsoever. Then Walmart advertised their $4 generics. I visited my doctor in 12/07 and was written a 12 month prescription. We own 2 properties exactly 2 driving hours apart in two different states. I filled the first month in Elkin N.C. The next month I was in Tn (on the border) and went to the Bristol, Va Walmart since I would not have enough meds before I planned to be in NC again. The pharmacist there in Bristol was quite helpful. He called the Elkin Walmart and gave me meds and told me that now I could go to Elkin when I was in NC and get my meds filled or if I was in Bristol to just stop there and get them and that I was now in Walmarts system.
Today I called the Elkin Walmart to refill and they had no record of anything. Said that my records had been transferred to Bristol. I explained the entire situation. The manager of the pharmacy there was very rude and told me that she would have to fax my doctor. Now if my doctor has to be sent a fax everytime I refill a prescription I think that's a little lax on Walmart's part. I am not going from an outside pharmacy to Walmart. This is all within Walmart's system. I then contacted Bristol Walmart who told me that Elkin was not handling this properly and that all they should have to do would be to put my name in their system and that they should not have to fax my doctor. This is absolutely ridiculous. I have 10 more refills on this prescription. I asked the Elkin person for their manager's name and address. She gave me a name and a phone number. I called and had to leave a message. Of course I have not had a return call.

response to wmpharmacytech!
You arrogant company brown noser.
You have no right to talk to people that way. You should be fired from Walmart for this kind of speech. You do not represent them.
You are part of the problem that Walmart has with people who believe that they are above the customers of Walmart. Its not your place to educate and correct what others believe and its certainly not your place to call customers liars and I've had other pharmacy workers do. Your job ( should you decide to do it) is to fill the prescriptions, and not when you get good and ready, but as quickly and correctly as possible.If people like you would do their jobs instead of sticking their nose into other peoples business the job could be done better.
At almost every Walmart pharmacy I've been to, the people working in the pharmacy have an arrogant and smug look on their faces, walk and move at a snails pace, and even refuse to look at the customers. You pharmacy workers discust me and the hundreds of poor people who want you to simply fill their prescriptions. Shame on you.
Go find another job and let someone who wants to work have the job you won't do!

response to Robert in Houston.

First of all let's get things straight.
1.) I never said customers were liars, I said customers assume we are lying when we have told them that the doctor hasn't phoned in their prescription yet. 2.) I am not being rude by saying what I said, I am just letting people know what to expect from the way wal-mart runs their pharmacies. I love my job and I love the customers that come to wal-mart. I have met some of the nicest, sweetest people while working there. Sure there are numerous things wal-mart pharmacy needs to do to improve but we were also the first company to lower health care costs which is great. I do not think I am above or beyond anyone by any means. I often wish though that every unsatisfied customer could just work or even witness what we do in the pharmacy each and every day. Most people think that all we do is look at the prescription, grab it off the shelf and throw a label on it and that's it. If that were the case I would be out of a job. There is nothing I hate more than seeing an unhappy customer especially when I try my best to make their pharmacy experience a pleasant one. I would love if all generics were on the $4 list, if all rx's would be done in 15 minutes flat, if there never was any insurance issues and so on. Next thing is I deffinitly do not move slowly but just take in to fact that at my pharmacy there are 3 techs who often come in to 50 prescriptions to fill in the morning from people calling in refills overnight, then having customers drop off, customers picking up, consultations, phones ringing, calling insurances, billing insurances, assisting customers with otc items, calling doctor offices for pts and on top of that trying to fill. I bust my butt 8 hours a day 5 days a week. I don't take my breaks because I want customers to get the prescriptions on time. Also half the time it's the pharmacist who delays the process because first we have to scan the rx, imput it into the comp, then the pharmacist has to check to make sure its correct, fill it, then the pharmacist has to check and bag it. Honestly I wish you wouldn't criticize my work skills especially since I work very hard. I have the upmost respect for customers and any worker for that matter, No matter if I go to Mcdonalds and it takes a long time I don't complain because you never know what it's like unless your working back there.

You may find my post "Is Walmart really more evil than Google?" interesting: http://mathoda.com/archives/184

I just had an experience last week with a WalMart pharmacy giving me a wrong prescription. They didn't have what the doctor prescribed in stock, so the pharmacist told the tech to get a bottle off the shelf-over the counter. Not only did the pharmacist give me a different brand of medication, which absorbs differently than the over the counter version, and also lacks 2 extra components the over the counter brand does...SHE CHANGED THE DOSAGE THE DOCTOR ORDERED! When, I noticed the difference in the dosage, after I had left, I talked with my doctors office to see what was correct. Then, I went back to the pharmacy and confronted the pharmacist on duty. The pharmacist who actually made the change happened to walk in on her day off while I was at the counter. The on duty pharm. asked the off duty pharm. why she changed it. Her reply? SHE THOUGHT THE DOCTOR PRESCRIBED TOO MUCH!!!!!!!!!!!!!!! Did she call the doctor's office to speak with anyone as to if it was indeed too high or not? NO. Not only was it filled on a Sunday when they were closed, but she admitted she didn't call! I am pregnant and high risk and the doctor had a very good reason for the high dosage! The pharmacist thought she knew better than the doctor so she cut the dosage almost in half! This was not an error. This was an arrogant choice made by the pharmacist of WalMart and it was admitted. I had to pry the wrong bottle back from the hands of the pharmacist. I told her she wasn't keeping my evidence of their wrong doing. Within 24 hours, WalMarts claims department called me with an offer for money if I would return the wrong bottle and sign a paper which states I can't ever sue them. I told her I would call her back and I have not. I am not interested in making money off of this. However, I AM interested in holding WalMart accountable. There has to be a way to ensure customers/patients receive the correct medications. There is human error, I know, but they are going way past human error! This company thinks Americans are lazy, stupid, and money hungry and will take whatever they want to dish out! I don't think so. I'm not signing anything from WalMart. I'm hoping to find a way for all consumers that have been wronged by this company to come together and take action. The only way a company pays attention is if they...pay attention in a real way.

Here's one that won't stop complaining about walmart. I was filling a prescription and was told I had to pay even though my meds are free, I'm not charged. after complaining to my ins provider, I told them walmart said they run it through my ins and was told it was denighed, I found out no one had run anything through so I was lied to and there was an attempt to charge me so they didn't have to do the work..

We have officially boycotted Walmart. They refused to accept a return of 2 OTC meds. WIth receipt in hand they said they could not accepted them and we asked for a manager and then the pharmacist qouted some FDA law that was not posted in the store. I asked to see it and they said they did not have it. The manager stated there computer would not allow it. I referenced several other pharmacies Walgreens, CVS and RIte AID and all state they will accept NO-prescription returns within time limits and with receipts etc. The only FDA info pertained to prescription meds. WALMART go to hell and we will be happy to spend a bit more money to support other companies that have they're return polices cleary stated. I have read several post on the INTERNET regarding the pharmacy and meds. Add OTC meds to the list do not shop at WALMART or SAMS club.