Hello!
I've just had a strange experience with Walmart online groceries, which has made a big hole in my pocket and wasted a lot of time too. I suspect, the reason was a bug in Walmart.
- I've ordered grocery for $360 (which is a lot for me, to save on delivery).
- I've rechecked the order amount, browsed elsewhere and went to sleep;
- next day I've received a delivery with each item x2.
- The order amount in Walmart roughly x2 too.
- My card had 2 pending transactions: $333.83 and $359.99.
I've contacted them, they called me, their version of events:
- I had made the order. Received a thankyou letter.
- Then 20 seconds later I modified the order, the called suggested I might've pressed "Reorder all" button.
- The order was modified with every item x2. I've received a letter: "We’ve updated your order", which didn't show the total (I didn't look into it, although now I see how I could interpret, there are 2 numbers $333.83 and $359.99 in a corner).
How's that possible? I'm tech/finance savvy in all senses. Theoretically, I could accidentally click something, but I also have a personal tracker. It doesn't record every click, but I can see all URLs and titles when they change. Here are the pages at the time:
- Review your order
- Thanks for your order - first second minus delay matches the first letter
- Online Shopping etc (my cart) - 16s, last second minus delay matches the second letter
- Other websites
- Online Shopping etc (my cart) - 14s, returned to close it
- Other websites
I have contacted Walmart's chat right away and asked what to do with money and with excessive products. The person suggested to discard or use them and forwarded me for an "emergency team". The caller said that this mishaps is my own responsibility, and suggested to contact the delivering store to see if they agree to take the excess items back. I don't have a car though.
What do you think, who's responsible for my loss? If this doesn't resolve, should I open a dispute over the smaller transaction in my bank? Not sure what proofs Visa would expect.