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  • Imagine how happy my dad was to give my step-mother her birthday gift, which was an HP laptop. Now imagine how dumbfounded they were when they opened the box to find a text book. That's what happened to my dad and step-mom, Michael & April Padilla at the Wal-Mart located off South Loop and Quaker in Lubbock, Texas.

    When my dad and step-mom went back to Wal-Mart to complain and get a refund, the store manager didn’t do anything for them. They refused to refund him and help him in anyway - stating, "Doesn't look like the tape was tampered on our end, we can't help you."

    While I understand Walmart didn't willingly sell my dad this textbook in place of the laptop, they should at least accept the return and should start checking returns they accept more carefully to prevent this. This is a lesson their team should learn but not at my dad's expense. Completely unacceptable.

    My father is a hard-working man, retired from the Navy who works diligently to provide for his family and it just perturbs me that the Wal-Mart located at South Loop and Quaker in Lubbock is refusing to help or research this issue any further. Simply saying, “We can’t help you” boggles my mind and now my father is out money and no resolution.

    Social Media, Marketing and brand management is my industry and what I pride myself in and when I see customer service or lack there of approached this way, I can't help but get a little fired up, especially when it's my father.

    My dad promptly filed a formal complaint with the BBB, a police report and contacted his local news station for assistance. Last Wednesday he was interviewed by the local news station KLBK Channel 13 to get the full story.

    Wal-Mart corporate reached out to my father and said they would go ahead and obtain a laptop and swap it out for the textbook he received and give him a $100 gift card for the inconvenience. My father declined the laptop and requested a refund. Who knows the condition they put their products through and who knows if the laptop being received was a returned item, etc. Rather be safe than sorry. He accepted the $100 for the inconvenience of running around to local authorities, media and time vested in making his issues noticed which finally got their attention.

    Please let this be a warning and a ongoing PSA: BE SURE TO HAVE YOUR PRODUCTS THAT ARE IN BOXES CHECKED, REVIEWED AT CHECK-OUT. My dad wasn't the first and he most certainly won't be the last to experience these issues, but if you can avoid it by all means do what you can to ensure you don't have to go through an exhausting effort of getting your story heard to get help.
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