Executive Briefings

Many Customers Disappointed with Walmart's Order-Online, Pickup-at-Store Promotion

After major snafus during a recent pre-Black Friday promotion, Walmart is vowing to improve its new service that allows consumers to buy online and pick up products the same day in stores.

Many people who ordered deeply discounted TVs on Nov. 6 say the TVs weren't available or they were asked to accept what they thought were inferior substitutes, often after getting confirmation e-mails. Walmart acknowledges it didn't have enough inventory to satisfy both online and in-store customers. Dozens of consumers complained to the Black Friday site BFAds.net.

The problems illustrate two drawbacks to Black Friday promotions, especially with discounters. Limited quantities of so-called door-buster deals often leave shoppers empty-handed. And the products are rarely as good as the prices.

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After major snafus during a recent pre-Black Friday promotion, Walmart is vowing to improve its new service that allows consumers to buy online and pick up products the same day in stores.

Many people who ordered deeply discounted TVs on Nov. 6 say the TVs weren't available or they were asked to accept what they thought were inferior substitutes, often after getting confirmation e-mails. Walmart acknowledges it didn't have enough inventory to satisfy both online and in-store customers. Dozens of consumers complained to the Black Friday site BFAds.net.

The problems illustrate two drawbacks to Black Friday promotions, especially with discounters. Limited quantities of so-called door-buster deals often leave shoppers empty-handed. And the products are rarely as good as the prices.

Read Full Article