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BBB Business Review

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BBB Accredited Business since

Walmart.com

Phone: (650) 837-5000 Fax: (650) 624-7652 View Additional Phone Numbers 850 Cherry Ave, San Bruno, CA 94066 View Additional Email Addresses http://walmart.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers internet retail sales.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Walmart.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Walmart.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 3911 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

3911 complaints closed with BBB in last 3 years | 1386 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 581
Billing/Collection Issues 163
Delivery Issues 225
Guarantee/Warranty Issues 239
Problems with Product/Service 2703
Total Closed Complaints 3911

Additional Complaint Information

BBB's business review for Walmart.com was created in February 2001. Complaints concern consumers placing an order online for an item that is advertised as in stock, their card is charged for the item, then they later find that the item is not delivered because it is on backorder, or the item is canceled without notice. Consumers also claim they are unable to cancel their order for a refund once they find it is placed on backorder.

The company responded to the above concerns by providing the following:

We do our best to ensure that information listed on Walmart.com is always accurate and up-to-date. If we find that the item is out of stock, the order is immediately canceled. As soon as the order is canceled, the customer is notified via email and/or text message.

When an order is placed with a credit or debit card, we authorize the customer's method of payment. Payment is not collected until the order is fulfilled. If an item is out of stock and the order is canceled, the customer will not be billed for that item. If an order is placed using PayPal, Gift Card or Pay in Person as the payment method, funds are immediately collected. If the order is canceled, a refund is immediately issued and posts to the customer's payment method in accordance to the policies of their financial institution.

Walmart Stores, Inc. is headquartered in Bentonville, AR. Complaints against Walmart Stores are handled by the BBB in Little Rock, Arkansas.

Walmart.com, the online shopping site for Walmart is a subsidiary of Walmart Stores, Inc. Walmart.com is headquartered in San Bruno, CA. Complaints regarding online purchases only are handled by the Golden Gate BBB.

Walmart Direct Internet Services is an internet service provider and a DBA of America OnLine. Complaints against Walmart Direct Internet Services are handled by the BBB in Washington, DC. The complaints for Walmart Direct Internet Services should be filed online and submitted by email to info@dc.bbb.org with the subject line of AOL-Walmart Connect.

Customer Reviews Summary Read customer reviews

28 Customer Reviews on Walmart.com
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 28
Total Customer Reviews 28

Additional Information

BBB file opened: September 27, 2002 Business started: 09/27/2002 Business started locally: 09/27/2002 Business incorporated 09/27/2002 in CA
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Fernando Madeira, President Customer Relations, Manager
Contact Information
Principal: Mr. Fernando Madeira, President
Customer Contact: Customer Relations, Manager
Number of Employees

1,500

Business Category

Internet Shopping Variety Stores

Service Area
This business service area covers: Nationwide
Alternate Business Names
Wal-Mart.Com USA, LLC

Customer Review Rating plus BBB Rating Summary

Walmart.com has received 3.68 out of 5 stars based on 28 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.