Outline of Events:
June 24th: Invited to pre-Grand Opening tour (welcomed by Mr. Ma, Ms. Xue [799813] provided tour of the Qingpu location).
John Lee, Shenzhen IT department provided exceptional support and recommend to come back to the store with pad to obtain direction on using the app.
Purchased membership at Qingpu Branch.
June 28th: Qingpu location opens.
July 1st: Completed membership. Attempts to obtain membership offers.
July 3rd: Attempted to obtain support for the App, however Mr. Lee was not available. Ms. Yi was unable to make an appointment.
July 8th: went for app instruction at Qingpu Branch, not available. Mr. Lee was off-work; told to return on Wednesday.
July 10th: went for app instruction /coupon support at Qingpu Branch, not available. Mr. Lee was not available – possibly went back to Shenzhen. Spoke with three staff members, phoned support line three times (with staff members), with no result (other than manually checking all SKUs for possible coupon use). In the end, staff member made a promise to call back, however failed to do so.
July 13th: went to pudong location, however no staff available to assist (evening time).
July 15th: went to pudong location, however no staff available to assist (evening time).
July 18th: Support Ticket: 190715-000009 – case closed without a response.
July 19th: Phone Shenzhen 400 service center, they promised 24 hour response. Offered them three days, as long as they provide a solution.
July 20th: Revieved a Customer response survey for ticket: 190715-000009 (Monique,Rio Rancho, New Mexico)
July 20th: Sent a request for contact to WMCCS@wal-mart.com
July 20th: Phone call at 8:30pm, rang once and call was dropped. Number from Wal-mart.
July 21st: Phone call at 4:30pm, however associate had no knowledge of case and offered no solution other than making an appointment with a director, Yi.
July 26th: Arrived for appointment, however Director Yi was not available to speak with us. Spoke to Jun, who had us contact Bruce, who said he would speak with Ma (Simon Ma).
July 26th: Sent email to Justin McMurtrey, Senior Manager – Member Relationship Care
(Justin.McMurtrey@samsclub.com) received no response.
July 27th : Support Ticket: 190726-012180– case closed without a response.
July 29th: Support Ticket: 190715-000009 – question about my question
July 30th: - Support Ticket: 190715-000009 (Agent: Cindy)– notification that executive assistant Junnell is contacted
July 31st – Support ticket: 190726-012180 – Joni acknowledged that case was closed without a response, but gave no reason why it was done. Ticket closed.
July 31st: Response from China (as per 190715-000009), however without a ticket number or individual name of the contact (China Sams Member Service Center: sent from: cnsamsms@walmart.com). Requested the information on the issues, which they quoted in their message. Also asked for membership ID. Sent a response indicating that the issues indicated, were the issues. Requested contact information from a person can resolve issues. Provided membership information.
July 31st: Response to 190715-000009, requested contact information for executive assistant Junnell.
July 31st: China Sams Member Service Center (without name of contact; email: cnsamsms@walmart.com) requesting clarity
August 1st: Responded with detailed response. CCed to 190715-000009 ("Sam's Club Help Center" schelpcenter@mailmw.custhelp.com) with request to forward to Junnell.
August 1st (next day, PVG time): Acknowledge reciving feedback from ‘China Sams Member Service Center’ with indication that ‘The relevant colleagues is dealing with it. We will reply to you as soon as possible.’.
August 3rd: China Sams Member Service sent email with request for phone number on Account. Indicating attempts made over two days. Sent a response, indicating that the number on the account is the correct one. However don’t answer calls which are not-expected and which arrive at night. Recommend sending a written response for any issues which clarity is needed upon. For the calls, only three calls were made in rapid succession from 150-0058-6948 on Friday, August 2nd at 18:04, 18:06, 18:08.
August 4th: China Sams Member Service seeking phone consultation.
August 6th: China Sams Member Service acknowledged the knowledge about the problems which I have encoutered, but failed to provide any solutions.
August 6th: Sent a response requesting solutions.
August 6th: Sent email to Andrew Miles (andrew.miles@samsclub.com) about the issues with customer service.
August 7th: Received response.
August 7th: Forwarded response (which included email chain) to Andrew Miles (andrew.miles@samsclub.com) and requested: ‘Please review this email received from your team.”
August 11th: Sent email to Cindy (Incident: 190715-000009):
‘I have not heard from Junnell, is there someone else in China that you can direct my issues to?’
August 12th: Received email ‘405 coupon has been downloaded to your app account’
August 12th: Sent response, ‘What is the 405 coupon for?’
August 12th: Cindy responded (Incident: 190715-000009): ‘Junnell is not in China but I have asked her to locate someone that is to contact you. I will follow up to find out when you will be contacted. Thank you’.
August 14th: Recived email providing details to a 405 coupon.
August 14th: Sent email indicating that the 405 coupon appears different than the 405 coupon on the advertisement, in addition, the coupon was yet to be received.
August 14th: Sams Club China indicated they will call today.
August 14th: Sam Club China indicated they attempted to call today.
August 14th: Indicated that ‘Calls need to ring on my end in order for me to pick them up. As phoning is proving difficult, please respond to my queries via email.’
August 17th: No response from Sam’s Club China; requesting support email sent to: yoep.man@walmart.com (Chief Operations Officer), colin.waits@walmart.com (Senior Director of Operations), curtis.liu@walmart.com (Chief Merchandising and Marketing Officer), rachel.huang@walmart.com (Director, Fresh).
August 17th: Received a response from Curtis, who directed my query to Sams member department.
August 17th: Recived a response from Yoep, who offered to aid me.
August 17th: Sent response to Yoep, which included issues letter and chain.
August 18th: Sams Club suggested going to the shop to communicate with the general manager.
August 18th: Responded that was attempted, unsuccessfully. Recommend a solution via text.
August 23rd: sent followup to Yoep to determine if any progress has been made.
August 23rd: Recived two emails (Lisa.Gong@walmart.com) plus a third from cnsamsms@walmart.com which appears as an attempt to obfuscate the sender as being Lisa Gong. The three emails are duplicates of a previous citing a willingness to provide solutions, however attempts to meet officals at the store have failed. Requests for a written solution have been ignored.
August 26th: sent a request to Cindy (Incident: 190715-000009) seeking a followup
August 26th: Cindy responded with ‘They are stating they have communicate with you.’
And cited email from China Sams Club dated 2019-08-07.
August 26th: Indicated email was responded to. Indicated no solutions provided. Asked if issues are unsolvable by Sam’s Club China.
August 26th: Cindy indicated that ‘You will have to work with that team, the US will not be able to assist. My apologizes.’
August 26th: Asked if Cindy could provide a contact for someone in China who can assist.
August 27th: New Member only Coupon 90 rmb Coupon package. – New Issue, unable to obtain details on this new app offer.
August 27th: Cindy: ‘Please correspond with romulusroms@yahoo.com as you have been before.”
August 27th: Sent reply to Cindy, ‘Unfortunately as a customer of Sam's club China I can not resolve the issues by corresponding with myself.’ Requested contact information from a representative of Sam's Club China.
August 30th: Sent request to 190715-000009 seeking for a representive of China Sam’s Club.
August 30th: Sent request to Lisa Gong (Lisa.Gong@walmart.com) for details on position and my attempts to find someone to assist me with my issues.
August 30th: Lisa responded. She forwarded her message (Cc) to: 4865GM <Simon.Ma@walmart.com>, China Sams Member Service <cnsamsms@walmart.com>
September 1st: Sent a request to Doug.McMillon@walmart.com
September 4th: Sent request to ethics@wal-mart.com; cc: Doug.McMillon@walmart.com in regards to the Corporate Brand Reputation Risk.
September 6th: Received a response from Walmart China Ethics Office (CNEthicsAdmin@walmart.com) which indicated ‘As reviewed the information you provided, we think it’s still not enough for us to conduct follow up investigation’ – requested additional information.
September 9th: Provided response to Global Ethics Office (ethics@wal-mart.com)
cc: Walmart China Ethics Office (CNEthicsAdmin@walmart.com)
cc: Doug.McMillon@walmart.com via: WMT-19-09-01183.pdf
September 11th: Global Ethics Office (ethics@wal-mart.com)
cc: Walmart China Ethics Office (CNEthicsAdmin@walmart.com)
cc: Doug.McMillon@walmart.com
‘Please confirm that WMT-19-09-01183 report has been received.’
September 17th: Received response “Thank you for contacting the Global and China Ethics Office. We have received your new email, but we apology for not allowing review the link and download the report base on our workplace internet environment.Could you please provide the report as attachment to us by email? Sorry for any inconvenience and highly appreciate if we can have your feedback by COB 9/24.’
September 17th: Attached report with updated timeline (WMT-19-09-01183_v2b - Copy.pdf) and submitted it to:
Walmart China Ethics Office (CNEthicsAdmin@walmart.com)
cc: Global Ethics Office (ethics@wal-mart.com)
cc: Doug.McMillon@walmart.com
September 24th: Received response from CNEthicsAdmin@walmart.com:
“We sincerely apologized for our late reply. Based on the information you sent, your concerns do not require an investigation from our office. However, a review of your concern may be necessary. Your concern has been forwarded to related managements who are in charge of membership and customer service in Sam’s Club China Support Center for further review and follow up, they may need to gather additional information from you and appreciate your full cooperation in that regard.
September 24th:
Karen.roberts@walmart.com (executive vice president and general counsel for Walmart Inc.); cc: Doug.McMillon@walmart.com, CNEthicsAdmin@walmart.com, ethics@wal-mart.com
September 27th:: Judith.McKenna@walmart.com (President and CEO, Walmart International) – “I am having an on-going issue with Wal-mart China and am Seeking clarification that Wal-mart China is interested in resolving the issues presented.”
September 29th: Response from David Searle <David.Searle@walmart.com>
September 29th: Response from China Sams Member Service cnsamsms@walmart.com recommending contacting Simon Ma.
September 29th: Responded to David Searle with summary of events.
September 29th: “Thank you, Dai. I saw this link in your original correspondence. Please be on the lookout for contact from our team in China. Either way, I will come back to you this week, as mentioned. “
October 1st: Received response from cnsamsms@walmart.com
October 1st: Responsed to cnsamsms@walmart.com and bcc:David.Searle@walmart.com
October 4th: Received response from <cnsamsms@walmart.com, which was cc: Ethics China <Ethics.China@walmart.com>.
October 5th: Receved first email message from Simon Ma - 4865GM Simon.Ma@walmart.com
October 5th (US time): Receved response from David.
October 5th (US time): Responsed to Simon Ma (bcc: David.Searle@walmart.com)
October 15th: Sent email to Simon Ma (bcc to David) confirming email was received.
October 20th: Sent email to Simon Ma (bcc to David) confirming email was received.
October 20th: Simon Mas responded suggesting an in-store meeting.
October 20th: Respond to Simon Ma (bcc to David) that I am seeking a written response.
October 23rd: Sent email to Mike.Duke@walmart.com, cc: Neil.Ashe@walmart.com, Doug.McMillon@walmart.com, Rosalind.Brewer@walmart.com – included attachment sent to Simon Ma and David Searle.
October 25th (6:09 AM): Response from Simon Ma suggesting issues resolved on the 4th and indicated time to call.
October 25th (6:18 AM): Response from Simon Ma suggesting issues resolved on the 4th and indicated time to call.
October 26th: Responded to Simon Ma. Bcc: Judith.McKenna@walmart.com, David.Searle@walmart.com, Mike.Duke@walmart.com, Neil.Ashe@walmart.com, Doug.McMillon@walmart.com, Rosalind.Brewer@walmart.com, CNEthicsAdmin@walmart.com, ethics@wal-mart.com
October 28th: Simon Ma indicating phone calls made. No solutions provided.
October 28th: Responsed to Simon Ma and cc:Judith.McKenna@walmart.com, David.Searle@walmart.com, Mike.Duke@walmart.com, Neil.Ashe@walmart.com, Doug.McMillon@walmart.com, Rosalind.Brewer@walmart.com, CNEthicsAdmin@walmart.com, ethics@wal-mart.com
November 4th: Request for Response to Simon Ma and cc: Judith.McKenna@walmart.com, David.Searle@walmart.com, Mike.Duke@walmart.com, Neil.Ashe@walmart.com, Doug.McMillon@walmart.com, Rosalind.Brewer@walmart.com, CNEthicsAdmin@walmart.com, ethics@wal-mart.com
November 8th: Resent November 4th letter to Simon and cc group.
November 9th: Received response from Yoep Man; cc: Andrew Miles <andrew.miles@walmart.com>
November 9th: Sent Response to Yoep Man; cc: Andrew Miles <andrew.miles@walmart.com>
November 10th: Received response from Yoep Man; cc: Andrew Miles andrew.miles@walmart.com suggesting a meeting on November 27th – 28th.
November 10th: Sent Response to Yoep Man indicating that I am not not available for the week of the 27-28.
November 14th: Received response from Yoep Man, suggesting a meeting on November 27th – 28th.
November 14th: Responded to Yoep Man, indicating that I am still not available.
November 15th: Received response from Yoep Man, suggested week of dec 4/5/6.
November 16th: Responsed to Yoep Man to arrange meeting at:
Shanghai offices of the State Administration for Industry & Commerce of the People's Republic of China Consumer Protection Bureau (No. 301, Zhaojiabang road, Shanghai; 上海市市场监督管理局 地址：肇嘉浜路301号 电话：64220000) and inform me of the date and time, in which I can meet if it meets my schedule or I can send a proxy.
November 18th: Sent an email to Kathryn.McLay@walmart.com new president and ceo of sam’s club.
November 20th: Received a response in regards to 190726-012180
November 20th: Responded to 190726-012180.
November 20th: Joyce (190726-012180) refused to indicate the difference between Wal-Mart International and Wal-mart and directed me to cnsamsms@walmart.com.
November 21st: Yeop man refused the location of my choice.
November 23rd: Joyce (Alabang, Philippines; in reference to 190726-012180) closed ticket. I was sent a customer survey.
November 23rd: Sent request back to Joyce in regards to 190726-012180 to answer question.
November 24th: Sent email to Yoep man indicating the preference of meeting at the ‘Shanghai offices of the State Administration for Industry & Commerce of the People's Republic of China Consumer Protection Bureau’.
December 2nd: Received response from Joyce (Member Relationship Care Professional, Back Office) in regards to difference between Walmart and Walmart Internationa (Re: 191120-000162), in which it was indicated that there was no difference.
December 2nd: Requested Joyce ‘Please provide customer service by finding the proper contact within Walmart and having that person contact me.’
December 2nd: Received response from Joyce “In regards to this concern, I cannot further assist you. Thank you for your response but my resources are only limited and you are contacting Sam's Club not Walmart. If you want your concern to be answered you can reach out to Walmart's customer service.”
December 2nd: Responded to Joyce: “I am not sure why the Sam’s Club Member service can not provide assistance to a Sam’s Club Member.
If you are not able to provide Member Services to a Member of Sam’s Club can you please direct me to someone who is capable of doing this task?”
December 3rd: Joyce offered “For this matter, if you want you can call our Member Service Hotline 1-888-746-7726 and request to be transferred to our Escalations Team for you to be assisted to your concern.”
Decemember 3rd: Responded to Joyce “Why do you force a member to call a different department? Can I get service from Sam's Club's Member Services? I have already contacted you - please provide service.”
December 4th: Joyce responsed “You can email them at service@walmartcontacts.com or you can visit their website at https://corporate.walmart.com/store-corporate-feedback/”
December 4th: Responded to Joyce “I am attempting to obtain service from Sam's Club - why do you direct me to Wal-mart?”
Demember 5th: Received response from Yoep who did not accept my location of meeting. Failed to provide a time of the meeting.
December 5th: Response from Joyce ‘the best assistance I can give you is to call 400-830-1366 or you can visit the web site at www.wal-martchina.com’
December 5th: Responded to Joyce