A Tale of Wal-Mart Woes

Last week my husband and I had to make a trip to the local Wal-Mart during our lunch hour. Since it's right across the street from ORU, I felt we could run in, get what we needed, and get out...all while still having time to eat before heading back to work. Apparently I haven't shopped at Wal-Mart in awhile because things have been moved around.

In an effort to appear maybe more consumer-friendly, Wal-Mart stores have been going through a remodel phase where all their stores have a consistent layout so people can walk into any Wal-Mart across the country and find what they need. Perhaps a good idea, but until the entire embodiment of consumers learn where everything has been relocated, we're in for a bit of frustration.

So here's what I experienced during my first trip to the newly remodeled Wal-Mart:

Problem #1: Photo Kiosk

The first department I needed to visit was the Photography Center. So when we walked in, we headed straight for the electronic section where TVs used to be located...except now that part of the store is filled with home decor products. After wandering around for a bit, we found the Photography Center had taken over the old layaway section. Maybe a good use of space, but there are some issues with their photography printing area. For example, they have a kiosk in the middle of the electronics section where amateur photographers, such as myself, can make prints in minutes. A receipt is printed out after ordering and when I'm ready to retrieve my completed pictures, I can just scan the receipt, and a door opens revealing my prints. The part that I'm not so sure is going to work is that Wal-Mart then expects consumers to have an ethical approach to the payment of goods and take their now completed pictures they have in their hands to the old layaway room in the very back of the building to pay for them separately from their other products or be given an envelope with the price on it.

Problem #2: Unempowered Employees

I took my few pictures to the old layway room and no one was there. I stood around for about 2 minutes wondering when someone would see that I was waiting to pay for something. Several employees walked in and out of the area (since there was an "Employees Only" door in this part of the building). No one said anything. They would look at me and keep walking. After waiting and not being assisted, I went to the lady who was at a register in the electronics section. This employee wasn't aware of how to charge consumers for pictures so she had to call for back-up. Besides trying to help me, she was also having to deal with an irate customer who couldn't believe Wal-Mart's new layout included no processing of film-only digital photos, two customers who wanted to check out at that register, and employees asking her questions she didn't know the answer to. Someone from the Photography Center finally came and escorted me back to the layaway section again...to get an envelope with the price listed. The first time it was done, the price showed I was only paying for one picture. It's a good thing I'm a trustworthy customer and pointed out the error.

Problem #3: Layout

Now after having spent a good 30 minutes in the store trying to figure out how their new Photography Center operates, we had to go find puppy food. In the past, pet supplies were always near the Garden Center. So off to the Garden Center we go. No pet supplies. Just cosmetics and toys. We walked around and finally asked the employee working in the outdoor activity section of the store where dog food could be found (and this section used to be the paint section). Turns out that it's near the dairy section of Wal-Mart. Maybe it's easy for customers to remember to pick up food for Fido when they are gathering milk and eggs, but it's definitely on the most opposite end from where it used to be. I wonder how many people have had to make the lovely trek all the way to the other part of the store.

Problem #4: Inconvenient Lines

Everyone knows Wal-Mart is always busy, so maybe I shouldn't have hoped that the lines would be small since it was after 2pm. Unfortunately, not only were over half of the registers closed, but lines of 5 or 6 people deep with carts overflowing with stuff were standing in these lines. I'm pretty sure any ice cream was completely melted by the time consumers finished payment. My solution to these terrible lines...the Garden Center checkout.

Problem #5: Poor Communication to the Customer

No employees were present at the register in the Garden Center so my husband had to go find someone. As we're checking out, I noticed a sign..."We hope you enjoy our new store layout. Here's a map to better serve you," and sure enough, a map of the new layout was underneath. This actually made me laugh. Really? How is that supposed to help me now? I've already wandered all over the store trying to locate where everything has be located and now I'm being offered a map? Perhaps a better location of this map would be upon entering the store...or at each center in the store...maybe employees could have some on hand if someone asks where a section has now been moved. I walked out of Wal-Mart wondering if this "new and better" layout was really worth all this trouble.

Two days later I had to go grocery shopping. I try to do all of that at the Neighborhood Markets by Wal-Mart so I don't have to be overwhelmed by bigger stores. Unfortunately the new layout design has also been implemented into these smaller stores. As I passed an older couple on my way in, I heard the woman sigh to her husband, "Now we're not going to know where anything is anymore." I completely understand...I couldn't agree more.

These opinions do not necessarily reflect those of Oral Roberts University; they are specific to the author.