One Walmart customer says someone pulled a sneaky switch, and the store refused to make it right.
In a viral TikTok with nearly 70,000 views, Abby (@abbytilmorning) says her parents purchased a Midea air conditioner from the retail giant. But when they opened the box, they didn’t find a machine that would keep them cool. Instead, they found a cement block.
Abby writes in an on-screen caption, “[Walmart] won’t do anything about it because we don’t have the a/c unit to return…. They took the receipt, took the box with the brick in it… and refuses to give a refund!”
‘Call the card you paid with. call corporate’
In the comments section, viewers suggested that Abby and her parents not give up. They recommended disputing the charge with their bank and escalating the issue to a Walmart manager or the store’s corporate office. In response to a commenter, Abby said she believes her mother disputed the charge.
Other commenters shared their experiences with this happening to them.
“Yup I bought a steamer for my clothes and when I got home it was an old used one and not even the same brand,” one wrote. “I went to Walmart to return it and they couldn’t accept it and I had to contact the company even tho I had the receipt … . I then packaged it again and went to another Walmart and returned it and gave them the reason was that it was no longer needed and they took it back and refunded me my money.”
A second said, “Happened to me but instead of a ps5 we got a used broke unit. Walmart would not take it back. So just called the credit card company and they took it off the bill. Never buy anything but food from there. If I do I open the box in the store before I walk out. Shady.”
Several comments echoed the advice about opening expensive purchases in-store to ensure they have not been tampered with.
This is not a Walmart-exclusive issue
Several customers have gone viral for sharing their discovery that the item they ordered had been stolen, used, or swapped out. For example, one Best Buy customer called out the company after she ordered a MacBook and the box arrived empty. In another viral video, a customer shared that she ordered a skort on Amazon. However, it arrived with bodily fluid on it.
The Best Buy customer got the runaround from customer service and didn’t receive her $800 refund. She also did not get a replacement because the item was out of stock. Fortunately, the return process for the Amazon customer was simpler, and she not only got a replacement but also kept the damaged skort to make sure the company didn’t sell it to anyone else.
What can I do if the item I bought from Walmart was stolen before I bought it?
In a Reddit thread on the subject, respondents, including Walmart workers, seemed unsure of the answer. Several suggested the customer could try to return the empty box. However, there was no guarantee that Walmart would accept it, as there is no evidence that the customer didn’t just take the item themselves and claim it was stolen. Others said if Walmart denies the return, the customer should escalate the issue to 1-800-Walmart or their bank.
Escalation worked for one customer who wrote, “Cash or card? As long as 14 days with a receipt. but the next day would be better. Escalate to 1800walmart, if need be. I got a Google play card that wouldn’t activate. Said I had to send more information to Google. Walmart gave me credit.”
Like some commenters on TikTok, one Redditor mentioned that customers purchasing items that have been stolen is becoming more common because workers are not checking returns before putting them on the shelves.
Assuming I can return it, how should I go about it?
Walmart says in its Standard Return Policy that nearly all of its items are returnable. You have 90 days after purchase upon receipt to return most items in-store or online. However, items purchased on Walmart.com from a Marketplace seller must be returned within 30 days, as do most consumer electronics purchased in-store. You have 14 days to return wireless phones.
Most purchases made between Oct. 1 and Dec. 31 are eligible for extended holiday returns until Jan. 31, though Marketplace seller participation varies.
Walmart recommends keeping the manufacturer’s packaging and your receipt for a minimum of 90 days. Pro tip for those who tend to lose receipts: Make a Walmart.com account. This way, you can easily see your orders, start a return, and keep track of your receipts. This applies even if you prefer to shop in-store. Just enter your phone number at self-checkout and your in-store purchase will be logged into your account, and your digital receipt will be texted to you in addition to your print receipt.
“If an item you received from Walmart.com is damaged or defective, your item may be eligible to be returned by mail or returned to any Walmart store and may qualify for a refund or replacement,” Walmart adds. “Please start your return in the Walmart app or online by going to your Purchase History.”
Given that Abby’s parents seemed to have purchased the A/C in-store, it seems their only recourse is to return to the store with their receipt, which they did to no avail.
The Mary Sue has contacted Abby via email. It contacted Walmart via media contact form.
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