Thursday, August 15, 2013

Updated: Re-routing Shipments from a Walmart.com Purchase

Update:  I ended up finding out that the packages never made it to my old address and the FedEx Ground package ended up getting damaged in transit and was sent back.  I emailed them (remembering the nightmare of talking to them) and surprisingly everything worked out.  I got a full refund and was able to reorder everything.  The FedEx ground option was $20 more expensive, but they happily gave me the less expensive price for it.  I was really surprised.  So, if you can, work through email, that's probably why they make it difficult to find the number, because they don't trust their own phone customer reps.

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I recently had the unpleasant experience of trying to re-route a shipment from Walmart.com via FedEx Ground and SmartPost.  Walmart was not very helpful at all (I wasn't totally surprised, but still disappointed).  I had to dial 1-800-966-6546 and then select option 2 and then option 4 (for order cancellation) and then hit 0 three times in order to get a human on the phone.  (Pressing 0 three times at any other point of the call got me disconnected).

They first directed me to FedEx (since I had already received tracking numbers).  FedEx said that Walmart owns the shipment and is the only one that can re-route it.  So I called Walmart back, they gave me the same go around (that I had to call FedEx).  I proceeded to tell them that I spoke with FedEx and that I was told that Walmart was responsible since the purchase was made through them and that FedEx was only the carrier.  The Walmart rep said OK and supposedly cancelled the order and told me that I should receive an email notice about it all in the next 20 minutes.

I never received an email notice.  Three hours later I called them back and they told me to call FedEx as soon as they were in possession of the packages, since they were currently in transit.  That kind of made sense to me, since FedEx had the packages I could tell them to change the address.  I waited till the next morning and called FedEx.  They still told me that Walmart was the only one that could authorize the change since it's their product, but that they were going to try to do it from their end.  Kudos to FedEx.  Since one of my packages was shipped via FedEx ground, it could have the address changed easily, and would be re-routed once it hit the facility in the state of my previous residence (if there were any issues, they'd call me, and I'd potentially pay extra shipping charges).  If they needed Walmart's authorization to re-route it, I could call Walmart and tell them they need to provide that information to FedEx (I was given a Case ID to provide them for reference when they called Fed Ex.  The Case ID should have all the info needed).

SmartPost gets shipped to the recipient's local Post Office and is delivered from there.  I had a few other items that got shipped via this method.  There's nothing that can be done from Walmart or FedEx with that type of shipment.  So I had to hunt around for the phone number for my old local post office (they only give an 800 number on the usps.com website).  Google maps was good to me.  Luckily they told me they still forward all packages within a year of moving.

Here's to hoping that everything arrives.  I'll update this post once I get everything.  Hopefully this comes in handy for someone else.

3 comments:

Coach Ann said...

Sounds like a pain. Why was it going to the old address in the first place?

Lee Anderson said...

Probably because I thought I had already updated the address (I've ordered things from walmart.com since, but it's been site-to-store) and didn't look at it too carefully...but something could have gone screwy on their end too, I remember the process being a little weird for some reason.

Coach Ann said...

Some sites are ridiculous. I just had an issue trying to order a gift card that didn't offer email as an option for delivery. It was a pain trying to get the billing address and the shipping address correct. I still think my account has the shipping address as the one I sent the card to instead of mine