For those of you who’ve been on Walmart longer than us…how long does it usually take to get a response to a case? 2 months ago we requested Brand Manager status for a brand that’s brand registered (and we have a letter from the Brand asking Walmart to let us do whatever we want). On June 2nd, I created a case and asked hello…anyone there? How long should we expect to have to wait for a response?
Nothing…crickets.
I’m used to Amazon support being slow, but at least they occasionally send a ‘we’re working on it, be patient’ message.
It took almost 4 months to get an Informed Act issue resolved, my account was shut down the entire time. They just needed to update something that I didn’t have access to. Took someone 12 seconds to fix, once someone actually went to fix it.
Will try this, but I wonder if the brand actually has a walmart login or if brand registry was taken care of by a 3rd party. Guess it’s time to put on my smiley email face…then I’m less likely to type something annoying.
We pulled our Walmart account last year but we constantly had issues. Cases took 2-3 months to get an initial response. Have had our account closed now over 6 months and suddenly they found yet more inventory. I miss the days they let you call.
I opened a case with Walmart recently and response times were within 24 hours. Helpfulness was subpar, however, as my problem was a system issue (I was not getting order notifications even though all the correct boxes were checked). Went round and round, getting the same canned response three times in a row despite explaining the issue in detail and suggesting escalation to the technical team. They went quiet for a few days, my issue miraculously cured itself, and a day or two later, I was asked if they could close the ticket with no acknowledgment that they had done anything.
@RiverRetail , does the brand name show in your Brand Manager section?
It will tell you under the Brand Status column if the brand is actually registered with Walmart.
