CLEVELAND HEIGHTS, Ohio - Kimberly Coleman of Cleveland Heights is an avid Walmart shopper, so it was only natural for her to trust Walmart.com with an important Christmas pre-order for her children, a PlayStation 4 and an additional controller.
However, ten days later, Coleman was filled with disappointment, after receiving an email that her $399 order had been canceled.
Coleman called Walmart customer service and claimed she was told the company took too many Playstation pre-orders.
"When I called Walmart they said that their company policy is that if they can't deliver something within 10 days the system automatically cancels it," said Coleman. "But like I stated to the customer service representative, I was not guaranteed for 45 days, so why would they cancel after just 10 days."
To make matters worse, Coleman showed 5 On Your Side the latest Walmart newspaper circular, an ad that made it clear PlayStation 4 units would be available in just five days over-the-counter, with no posted limit.
"In the Walmart paper on Sunday, they advertised the PS4 being available this Friday, no stipulation, no rain check, no limited quantities," explained Coleman. "The Target ad said limited quantities, so we're all under the assumption that they have tons of them for sale this Friday."
NewsChannel5 contacted Walmart about this case, and the company responded immediately. Walmart pledged to quickly search for a solution to this situation.
Consumers who place an online Christmas pre-order should look carefully for all store policies concerning back orders, refunds and delivery.
Keep a written call log, all paperwork, and emails concerning your order as you continue to work on your case.
Asking for a customer service supervisor can be helpful when inquiring on a canceled order.
Meanwhile, Coleman is still hoping Walmart will make good on her order.
"I don't want a refund. I really want this game for my children," Coleman said with a grin. "I'm still confident Santa will come through.
NewsChannel5 and newsnet5.com will keep you updated with the latest information on this developing story.