Walmart Refuses To Take Back Air Mattress, Makes Up New Return Policy On The Spot
Jacob writes, "I have been trying to make Walmart take back an air mattress for two months now, and they refuse." The store manager at the Walmart on South Duff Avenue in Ames, Iowa (shout out to Leslie Hall!) has started making up new rules on when an air mattress can be returned—including that the federal government limits returns to 15 days "because of the bed bugs, you know." No, we didn't know that, Walmart manager. In fact, after thinking about it, we're still not sure we know it. Because it sounds like you made it up.
In June my wife and I bought a queen size air mattress for some friends who were going to stay with us for three weeks in July. We tested it and found that because the edges of the mattress are higher than the middle, once two people lie in it, they slide towards each other almost like in a hammock. It was inflated as much as I deemed safe and was quite hard, so that was not the reason. As the mattress is basically defective, we go to Walmart and buy two twin air mattresses ten days later. We did not think to return the first one at that time because, as Walmart advertises, they have a 90 return policy.
After our friends had left, in early August we went to Walmart here in Ames, Iowa (the newer Super Center - yes, we actually have two in a town of 50,000) and attempted to return it. We were flat out denied by the co-manager, who claimed that a 15-day limit for air mattress returns are in effect. She had various ridiculous excuses, one of which was "the federal government's rules, because of the bed bugs, you know". When I asked if the government really controlled Walmart return policies, she answered yes, almost defiantly. Apparently, if an air mattress spends 16 days in anyone's house, but not 15 or less, it will get infected with bed bugs. She did say, though, that she would exchange it with another air mattress... So what's the point of the bed bug excuse?!
We declined, as we already had bought two new twin mattresses in the same Walmart, even within the 15 day period. I offered to bring her the receipt so she could verify this and just return our money for the queen size one. This she also refused. I took down the names of everyone involved, and went home to write the store's manager and ask him to set it right. In my letter I made it clear that Walmart's own website does NOT ention anything about return limits on air mattresses, and that, in fact, if I had bought the mattress online, I would not have this limitation. Furthermore, in the store there is now a sign to this effect in the sporting good section, though it was not there when my wife and I bought ours, but not in the Home section, where there are also air mattresses. Thus, a customer can still go into Walmart today and buy one without knowing about this limit. It also isn't printed on the receipt. The store manager completely ignored my letter.
I then submitted a complaint to the BBB and sent the original complaint to Walmart national customer service. Walmart proceeded to ignore both this letter, as well as the BBB complaint.
I do not think it is right that customers are treated differently. In the store, they claim 15 days. Online, they have general return guidelines for all Walmart stores that list a few limitations for returns, but not for air mattresses. The return policy for the online store has a more specific return policy with more limitations, but still no mention of air mattresses. It even says I can return any online-bought product to any store. So had I bought the mattress online they would have had to take it back in the store!
I want Walmart to take my complaint seriously and not just think if they ignore me I will go away. I also want my money back. My wife and I give them hundreds of dollars of business every month, which I pointed out in my letters, and they don't give a damn.
Where do I find executive contact info for Walmart? I have looked around online but not found anything. Please give me some hints here and help turn on the heat on Walmart.
Jacob, this post links to over 700 phone numbers at Walmart. It's nearly a year old so we're not sure how up-to-date it is, but it's a good place to start.
"Reach Walmart Vice Chairman John Menzer And 742 Other Walmart Employees"
(Photo: CipherSwarm)
Attention, Walmart shoppers! This ad is for you! Woo hoo!
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Comments:
Blaming the government for policy at Walmart seems to be endemic. I had a Walmart clerk tell me they needed my social security number for a $100 money order once "because of the Patriot Act". I took myself and my hundred bucks next door to the supermarket and bought one without even handing over my ID. It's ridiculous.
If you ever read "Behind the Counter" you know that the air mattresses get returned so much it's like Wal-Mart is a air mattress rental company.
They are jaded and don't believe for a second that his guests didn't enjoy a comfortable stay on the Wal-Mart air mattress. I can't say I blame them.
But if they are going to institute a new mattress policy, it should say so everywhere.
A few years ago, Wal-Mart was selling Sanyo (in-house exclusive brand) televisions with a ONE YEAR return policy. It was listed right on the shelf tag. My father bought one, tried to like it for three months, and decided he would just take it back. The store manager was nice enough but truly didn't believe us until we walked him back and showed him the shelf tag. Imagine his surprise. He took the set back.
Fast forward a couple of years. I bought a Sanyo 35" tube HDTV, based on all of this. Same return policy. Different store. 11 months later, the green goes out. I take it back, and this fat redneck old dude assistant manager flat out refused to deal with me--he insisted I was attempting FRAUD against Wal-Mart.
I stood my ground and got it all straightened out, but not without some hassle.
Buyer beware Wal-Mart.
I had an Xbox that died 1 day outside of warranty. My local Wal-mart wouldn't take it back, so I went to the other one in the town over and they didn't even think twice of it and gave me a new one.
Try going to a larger store where they don't have time to argue.
@kmw2:
Every month I have to buy $600 worth of money orders...(trying to get credit back on track.) and I've purchased them both at Quicktrip and the local Kroger affiliate. Never been asked for ID, or even had to answer questions about what I was doing with them. I can see maybe wanting ID for orders over $1000 or $5000, but $100? I don't think so.
At my Walmart, there is a sign on the shelves next to the air mattresses explaining a restricted return policy, and there is another sign behind the customer service counter repeating this policy. I can't remember the policy since I've only seen the sign in passing, but I remember it is more conservative than the usual for WM.
wait, you mean Wal-Mart isn't the greatest store ever?
It's odd coming across this post. I was in line at Walmart just a couple days ago in the return area. There was a sign saying something specifically about returns of air mattresses. I think it was a 15-day, but I'm not sure. I guess too many people just buy one when they have guests and return it as soon as the guests leave.
Don't bed bugs live in the fabric? How could they live on a big rubber balloon?
Just because they put up a sign doesn't mean you are forbidden to return the item.
What if the person buying the product was illiterate for example and couldn't read the sign? Or if the person was underage and therefore not able to make any kind of legally binding contract regarding the purchase at the time of their purchase?
I don't think you want Wal-Mart to "take your complaint very seriously." Technically, even though they haven't said it explicitly, that's exactly what they are doing right now...
Ugh. Nothing like an Ames, Iowa story to remind me that Paul Neuman died.
I'll be here with my JTS Brown, no ice, no glass, if you need me.
That manager clearly has no idea how bedbugs work. Should have called him on it right there.
I remember standing behind a woman in line to return an air mattress. The clerk told her that it had been more than 15 days so she couldn't return it. She said "but it was 70$ and it's less than a month old and it leaks!" The clerk said "Ma'am, that's why there is a 15 day return policy. They don't last very long"
Wow. Straight up tell the customer that your products suck.
@AlteredBeast: anywhere it's convenient it seems:
preferring to remain hidden in such places as mattress seams, mattress interiors, bed frames, nearby furniture, carpeting, baseboards, inner walls, tiny wood holes, or bedroom clutter.
pockygt
"That manager clearly has no idea how bedbugs work. Should have called him on it right there."
No, 'How Bedbugs work' is a Lifehacker article! You're on the Consumerist.
;)
I didn't think anyone on the Internet shopped at WalMart
Yeah they implemented a different return policy just for air mattresses about 2 months ago. Its only 14 days and that's only if its unopened.
Luckily I had a decent manager who allowed my return, even though the CSR had said "You will not get your money back."
@fisherstudios: That argument will never work, unless you want people to have to take a test to purchase anything.
Air Matresses are the single most rented item (I've read). People buy them when someone comes to town then return them all the time. I don't blame them if they opted to never take one back. HAving once purchased one that rolled out with used tissues inside it I don't blame Walmart one bit in this case.
@zentex: But the plastic of these mattresii have welded seams, to keep the air in. This also precludes them from entering the interior of the mattress.
@Git Em SteveDave loves this guy-->: Thats what I was thinking. If it was porous for bed bugs to live in, it wouldn't be a very good air mattress. Even if by design there are creases, to make it more comfortable, it seems easy enough to clean.
Some products when returned get sent back to the manufacturer as there are special steps in repacking and reselling. I'm sure they have the means to clean these things off.
I have a similar story regarding returning an air mattress to Wal Mart...by similar I mean completely different. My in-laws bought one for when they stay with my wife and I. After using it for something like 6 months, it simply deflated one night while they were sleeping on it. Awkward. Anyway, my mother in law insisted that we (i.e., me and my father in law) take it to Walmart to return it. Mind you, we had no receipt, no box, no nothing. Just a deflated air mattress in a black Hefty bag. We went up to the return desk and the woman said "see if you can find this model of air mattress in our store now and bring it back to me and I'll credit you for the price of the mattress". Ok...so...we did as we were told. They didn't have the one we bought, but we found one that was similar, i.e., was an air mattress. We were credited on a Walmart gift card for the full amount of that air mattress. For all Walmart knew, we could have taken the defective mattress out of someone's trash. And for all Walmart knew, the mattress wasn't defective, but rather deflated for some other ersason, which I don't want to think about as this is my in-laws who were using it.
While it does stink, I can see why such a return poilcy exists. Often an air matress is needed in a pinch, when someone has to stay over for just a few nights. Seems like the perfect product to buy, use, and return.
Whenever I needs something low quality I shop at Walmart.
@temporaryerror:
I believe the official WalMart limit is something like $1500 - asking for ID is largely at the discretion of whoever's working the customer service desk, at least in my experience.
Ugh. This is not the only way that Walmart tries to screw folks over on air mattresses. My boyfriend and I bought an air mattress at Walmart a few weeks ago for a camping trip -- their store-brand. We used it for ONE night. The second night it sprung a leak and completely deflated overnight. (On a very cold night in the mountains, I might add! We didn't get a lot of sleep that night). When he took it back to Walmart, they told him "Oh, those are only meant to be used one time -- they're disposable." Ridiculous! My boyfriend did eventually get Walmart to do a return for him, after he pointed out that it's completely ludicrous to say that an air mattress is only meant to be used once and that it doesn't say that anywhere on the packaging, anyway. Still annoying, though. We bought a replacement at Target.
most of these mattresses now have velour covered tops. It is some type of cloth, if not velour.
@IrvCrapper: The comment section has guidelines which are clearly stated. Most of us are grateful, as it has cut down on trolling and blaming the victim quite a bit.
I bought an air mattress at a San Antonio (Texas) Walmart during hurricane Ike, and there was a sign on the shelf where the air mattress's were that did stipulate that the return policy on them was 15 days, and they could not be refunded, they could only be exchanged for one of the same, or greater, value.
There wasn't anything on the sign that said anything about "Federal Law" or anything, so I'm sure it was simply a store policy. I didn't think twice about it at the time, since I didn't plan on bringing it back anyway. *Shrug*.
I don't understand...if she offered an exchange, couldn't you have just exchanged it, then returned that one? If not just drive 5 minutes to another Wal-Mart until you find one with a "clueless" CSR.
Well, a while ago I had a great idea about inflatable furniture- even had a loveseat!
But Coleman apparently doesn't make stuff to last.
Anyways, I can see the point of the 15 day return (if there is one)- how long does a balloon last?
Why didn't person return this mattress when they bought the new ones? Frankly thats what stinks about this, you are headed to Wal Mart anyway to buy new ones, why not pack up the old one and do everything in one trip.
newest revision to walmart return policy:
pajamas now have a 10 return policy. you know, cause of bed bugs.
@tc4b:
Ultimately, who gets to determine the legitimacy of someone's comments? What's the purpose of allowing people to respond in the present format, if it isn't to police the legitimacy of responses?
The comments guidelines were not violated by SuffolkHouse to my understanding. It seems rules are being interpreted and applied capriciously.
It's too bad.
@mbz32190:
My local Walmarts take anything back with no questions asked. I'd try again later when someone else is manning the desk or go to a different Walmart - although the next closest Walmart to Ames Iowa could be 30 miles away.
@bmcgann: Um, hate to tell ya, but your in-laws have probably... ah... deflated more than one air mattress, if you know what I mean. Your spouse wasn't delivered by a stork.
Now YOU might have have been...
That said, it makes sense for a store to have a special return policy on items which are usually "rented". But they need to make it very visible, at the shelf where the item is sold, everywhere else where the general return policy is posted, and online. It's wrong to surprise a customer after they've purchased something with the understanding that it falls under a different policy.
Of course this is Wal*Mart. Why should they care?
I was told that at least here in California, it's illegal to sell a used mattress because of possible biological contamination. A friend of a friend was supposedly fined $500 for trying to sell one at his garage sale.
Secondly, when I worked in plumbing at Home Depot, we were told that it was against the law to accept returns on drain cleaning tools (snakes, augers etc.) because of the biohazard.
Lastly, if you ever try to buy underwear on the internet, the sites typically state very explicitly that the product can't be returned due to federal law (something about intimate wear).
There could be some truth in what walmart was saying.
The Wal-Mart by my house has a HUGE sign stating the air mattress return policy. It made sense to me, they're in the business of selling air mattresses, not renting them.
Hopefully a Palin/McCain administration will mean that Wal-Mart will finally be free of government bed bug regulation.
I would just try another branch...sometimes you just get stuck with a moron at one branch and a really nice and friendly rep at another...
I did time at Wal-Mart for a year as a Customer Service Manager. The real reason for the 15 day return policy on the air mattresses is that too many people were buying them knowing that they were just going to return them after their house guests left or their camping trip was over or what have you. Unfortunately, too many Store Managers are of the opinion that if you say "cuz the Government says so" is better than the truth, because if you tell the truth you are basically saying to the customer "Since so many people have screwed us on this one we must assume that you are too." That combined with the fact that 95% of Wal-Mart customers either have a criminal record (so when you say Law or Government they run for their lives)or are too stupid to know better. The same kind of policy has been adopted by electronic stores in regards to "big screen TVs" that are bought around the time of the Super Bowl.
@Mr.SithNinja:
I think 95% is a little high. Anyway, I shop at Wal-Mart. I don't expect high quality or great service when I do, however.
Oh wait, I forgot...I'm an international spy/criminal mastermind/evil genius who is out to scam the great American discount store. ;)
Funny that Ames has made the Consumerist twice now (last time was Best Buy). The new Wal-Mart the author bought this item from has a large number of idiots working there. I've only been there 3 times and in each instance I vowed never to return. It only took 3 times, but I don't go there anymore.
Have you tried the old one by North Grand? Supposedly when the new Wal-Mart opened the 'good' employees were moving from the old Wal-mart to the new one. However, that would mean all the idiots may have gotten left at the North Grand location.
I had this exact same thing happen to me back in March. I ended up sending an EECB and got the matter resolved in a week.
Wal-Mart: Your sourse for cheap plastic crap.
I'd recommend protesting somehow, but when SuffolkHouse helped the guy who protested his EBay purchase of an RV here, he was denied commenting privileges.
Be careful what you say here - the open-minded consumerists will shut you down.