My name is William Lipps and this email is in reference to my experience with order number 6212XXX-XXXXXX. I will start by saying that I hope this is actually read by Mr. McMillon so that maybe someone from Walmart can put themselves in my shoes to understand how pathetic this buying experience has been. I have NEVER been treated so poorly as a customer and never spoken to so many supervisors/managers that showed ZERO empathy or responsibility. Over TEN supervisors or managers and NOBODY, I repeat NOBODY has been able to come up with a resolution to the problem. If this does not get resolved I will be sure to contact the BBB, write reviews on all social media platforms, and may even contact the local news as I am sure others would like to see how awful this experience has been. As I am sure you know, Playstation 5's are not readily available to purchase and are near impossible to get when they come in stock. After trying with multiple companies and multiple times with Wal-Mart, we were finally able to purchase one online on 12/15/2020. While yes this sounds great, the rest has been nothing short of atrocious. Below is the issue at hand... 1. Order placed on 12/15/2020 and advised it would arrive by end of day Fri, Jan 8th. 2. Order was shipped from Groveport, OH, only two hours away from my home address, to AZ and then to the Walmart warehouse in Waco,TX. This made no sense. 3. I called Wal-Mart on 12/22 and said that something did not seem right with the order being shipped all the way across the US. I was informed not to worry and that it was part of the shipping process. I have worked in returns at Amazon and also worked in logistics, I knew that was not the truth but the customer service agent insisted it was ok. 4. On 12/23 the order showed delivered in Waco,TX even though I was told the day before by the Walmart customer service representative that it would be shipped back to my home address which they verified with myself and FedEx multiple, multiple times. Walmart informed me that they realized there was a mistake and that FedEx was going back to get the packages that were mis-shipped in order to get them to the correct locations. 6. On 12/24 after noticing the above mentioned mistake, I contacted Walmart immediately. I was informed again, even after it showed delivered, that it would be sent to my home address. 7. I called FedEx to confirm and they agreed, as well as the Walmart agent, that the item would still get delivered and to wait 72 hours. 8. At this point a customer service agent by the name of Oscar decided he was going to cancel the order without even asking if we wanted him to do so. He then told me that IF/WHEN I get the item to call back and he would charge the card again. SOMEONE should have called the warehouse before 12/23 when I mentioned the issue and definitely should have called on 12/24 when the order showed delivered and it wasn't correct. 9. I waited over the 72 hours and called back to speak with customer service and this is when things went absolutely south. I was now told that the item was returned and there was nothing they could do and since there is none in stock, they can't even preorder one and ship it when stock comes in. I have spent over 14 hours this past week alone on the phone trying to get this situation handled and again NOBODY has seemed to help. One representative offered me a $25 coupon if I spent $45 or more. Is that really how you want them to handle these types of situations? Now to the reason why this is such a big deal to me and I hope you can have enough heart to understand and to make this right. This was my son's ONLY Christmas gift and now I have to tell him he isn't getting anything. Since the package was originally going to show up late, I wrapped the receipt in a box for him to open on Christmas day. I even bought him NBA 2K21 and a headset for the Playstation 5. What good are those now? How would you handle that Mr. McMillon? Please tell me how that is right in any sort of way? Do you want to make the phone call to tell him? I even asked them to just send me one when the next shipment comes in so that I don't have to try and play the game of getting one. It was already almost impossible to get this one. Surprise, surprise, I was told no to that as well and basically sent on my way like nothing ever happened. If this does not get resolved, I will take this to the next level. I will contact every media station I know to get this story out, I will post on every social media site, I will write every review I possibly can, and I will NEVER, I repeat NEVER, shop at Walmart again. This has been the WORST customer experience I have EVER had with ANY retailer. You should be ashamed of your company for acting in this manner Mr. McMillon.