Walmart

Question Reference # 210215-010910

I never received a satisfactory follow up reply/email/phone call regarding why Pharmacy Manager at Walmart Supercenter located at 5405 South Rice, Houston, TX 77801 could not reschedule my Covid-19 Vaccine Shot which they cancelled because it was too dangerous for employees to travel to work on Monday, 02/15/2021. I sent Walmart a complaint email on 02/15/2021 and it detailed the following information listed below in "background."

Background:
I was scheduled for a Covid-19 Vaccine vaccination, on Monday, 02/15/2021 at 3:00 pm at the pharmacy located in your Houston Supercenter located at 5405 South Rice Avenue, Houston, TX, 77081 with Pharmacy Phone [protected].

I called above pharmacy phone number at 11 am and 1 pm to make sure they were still open and would have someone there to administer the vaccination and both times they assured me someone would be there to give me the vaccine. I did this because all the roads in Houston is full of ice and it would be very dangerous trip for me to make for this vaccine. However it is important for me to get the vaccine so I will take the risk if I know I will get the vaccine.

It took 45 minutes to drive to this site due to all the ice on the road but I got there at 2:45 pm = 15 minutes before my appointment. As soon as I arrived I knew that the store and thus pharmacy was closed because there were only about five cars in the parking lot.

I called the above number listed for the above pharmacy and I spoke to same person that I spoke to earlier at 11 am and 1 pm. He was surprised when I told him the store was closed and stated he would check on it for me. After a couple of minutes he got back on the line and apologized for the error on his part. He did not realized this Walmart and Pharmacy location was closed when he spoke to me earlier today and then he noted he was just a phone representative for Walmart and he was actually located in Mexico.

I asked why did he not tell me this at 11 am and 1 pm because it would have prevented a dangerous 45 minute trip on icy roads to this Walmart and pharmacy to receive a Covid-19 vaccine that I could not get because the store and pharmacy was closed.

Why didn't the local Walmart and Pharmacy reach out to local Houston Residents who were scheduled to have the vaccination shot today? Why have they not reach out to Houston Resident's to reschedule the vaccination? Why is there no pertinent information to this situation on Walmart website.

Please note that on Wednesday, 02/17/2021 I did receive a phone call from the Pharmacy Manager at the Walmart Supercenter located at 5405 South Rice, Houston, TX 77081. However instead of asking me how she could assist or help me, she asked "Why did you escalate the situation after speaking to me on Tuesday? The Walmart Manager received a copy of the email you sent to Walmart Corporate and is making me call you."

I informed her that my complaint to Walmart Corporate was sent on Monday, 02/15/2021 = the day of this incident and a day before I spoke to her. I also noted that the email was asking for a response as to why I was never told that this location was closed on Monday, 02/15/2021 so that I did have to travel on dangerous ice covered roads to get my Covid-19 Vaccine. Why they didn't call me to reschedule my Covid-19 Vaccine appointment since they were the ones that cancelled it. I also asked why Customer Support Person whom I spoke to at 11 am and 1 pm on Monday, 02/15/2021 informed and promised me that the store was open and someone would be there to administer the vaccine to me and never told me that he did not actually worked at this location but was based in Mexico.

Even after being informed of the above events, the Pharmacy Manager never apologized for not putting me in the above situation or for failing to call me back to reschedule my appointment. Instead she just reiterated that per our phone conversation on Tuesday, 02/16/2021, I have been placed on the "Emergency Call Back List In Case Someone Calls In To Cancel Their Vaccine Appointment Or Does Not Show Up For Their Vaccine Appointment I would be called back expected to arrive at the store in 1 hour to receive the vaccine."

After she made the above reiteration statement to me, I informed the Pharmacy Manager that she still has not answered nor resolved the 3 questions I had listed in my email to Corporate Walmart. She then accused me of yelling at her and then hung up the phone.

You really need to provide/enroll this Pharmacy Manager to some Customer Service Training Class ASAP. This is not how you treat a customer. This is not how you treat a customer who went above and beyond what he had to do make sure that a dangerous trip on icy Houston road on Monday would be worth it if he actually receive the Covid-19 Vaccine. I did not expect this Walmart to be open on Monday, 02/15/2021 giving the cold and icy conditions in Houston on that day. This is why I checked Walmart Website and called this particular Walmart phone number 2 times at 11 am and 1 pm to verify this Walmart was open. Please note that Walmart Website like the Customer Support Person I spoke to at 11 am and 1 pm incorrectly listed/informed me that this Walmart location was open for business. This is was why I took a calculated risk to to make the trip on Icy Roads to get my Vaccine.

Based on this Pharmacy Manager response to me thus far, do you really believe that she is gonna call me back to get this vaccine if someone cancel their vaccine appointment or does not show up for their vaccine appointment? I don't think so. Do I trust her to properly give me my vaccine shot if she does call me? No, I do not.

I ask that you or the Walmart Store Manager at this location call or email be back ASAP with a resolution to this situation. I still need my Covid-19 Vaccine vaccination. I thank you advance for your timely reply to this email.

What is Walmart making it so hard to rescheduling someone for a Covid19 Vaccine when it was Walmart that cancelled the Covid19 Vaccine appointment and not the customer. Why can't they reschedule everyone that was scheduled for the Covid19 Vaccine on Monday, February 15, 2021 because everyone on that day did not get a Vaccine.

I tried to talk to someone in customer support via Walmart.com Chat and the following is a word for word exchange with said Walmart.com Chat Person:

Agent said
Hello, this is Cesar with walmart.com, how may I help you?

You said
Pharmacy manager refuse to provide answers to question about Covid19 Vaccine that was cancelled due to store closing and their inability or refusal to reschedule said appointment.

Agent said
Please call this number to report and file a claim with the pharmacy department. [protected]

You said
Is that a Walmart Number?

C
Agent said
Yes.

You said
I just called that number and its about home delivery?

C
Agent said
You have to select the pharmacy option.

You said
No one answers that number and their is no way to leave a message.

You said
There is no pharmacy option? I just tried that number again.

C
Agent said
That is the number showing here to call.

You said
Have you tried calling that number like I just did 3 times. There is no option for Pharmacy and no option to leave a message!

You said
Please try calling that number yourself and see what I am talking about.

I a sorry but I am unable to call.
C
Agent said
I only handle chat.com

You said
You don't have a personal phone? You ask people to call a number that does not work nor giving them any type of help. Can I speak to your supervisor?

Sure. Just a moment please.
W
Agent said
One second while we transfer you — someone will be with you shortly.

After 15 minutes for waiting for someone to come back into the chat, I left and started writing the complaint for www.complaintsboard.com.