We ordered a grill on sale around Thanksgiving, it was delivered by FedEx on December 14, 2020. It arrived severely damaged. I contacted Walmart and they made arrangements for a company to pick it up. We had to load the grill and all the pieces on a pallet and we secured it with our own straps. It was picked up December 18, 2020. I had asked that we get proof of pickup, which we never did. When I originally called to return it, I asked if it could be exchanged for a new one and was told yes. So we waited. I contacted the chat Walmart contact and was told the exchange was in process and I would get an email when the replacement grill was shipped. Today, January 25, 2021 I called customer service and was told we haven't even been refunded our money yet for returning the damaged grill. I was also told that there is no exchange coming and if I want to order another grill and get the same price, I would need to order it and then call customer support to get the price adjusted. I asked if we could just pick one up at a store and get the sale price and I was told no, if we pick it up from a store we would pay full price. I'm very disappointed as we were told by 2 "chat" customer service people that the exchange was in process. Then to find out that it's not and we haven't even been refunded our money? It's not easy to contact customer support in the first place. We just want a new grill that is not damaged, and for the sale price we ordered it at. Sadly, we will have to shop elsewhere for a new grill now.