FYI:

I am a columnist/radio producer/host and a new resident of Little Rock, Arkansas. Due to my media career, I have traveled extensively and resided in various regions. Nowhere have I ever endured any abuse as flagrant and heinous as that meted out by your Wal-Mart store located at 700 S. Bowman Road in Little Rock.

On 12/15/99, I accompanied my mother to pick up four toys she had laid away for her grandson. We were forced to stand in three chaotic lines from 6:00 PM until 12:00 AM Literally, 6 entire hours were spent in shockingly long lines as part of an unbelievably unorganized holiday fiasco.

During this entire nightmarish experience, not a single manager was ever in sight. Patrons were snaked around the full length of this huge store's floor. At intervals, we were ordered to re-direct the paths of our lines. each time this was done, places were lost and tensions escalated.

At 10:00 PM, patrons who had wasted time doing as instructed for hours were abruptly told that the Lay Away department was closed. These patrons were ruthlessly sent home, left only to return the next day to resume this abuse anew. However, at 8:00 PM, when I had finally made it to the end of Line 1, I had politely asked if I may be allowed to return the next day. I was hoping to return very early and join a shorter line. At 8:00 PM, my request was flatly refused. I was curtly told that if I did not wait in Line 2, immediately and indefinitely, then all of my mother's toys would be returned to the floor for sale. Yet, at 10:00 PM, patrons were suddenly ordered to do what I had volunteered to do two hours before.

All three lines were physically and emotionally exhausting. No seating was provided. Line 2 was most infuriating. It led to a desk where a group of approximately five inept and lethargic employees were cramped in the shoe department. What I witnessed in that line was eternally traumatic. In Line 2, patrons who had been abused for hours were being paged without a microphone. Most persons in this line were far too distant from this desk to hear their names being called out. Sporadically, someone would announce a list of names over a store-wide intercom. Only then could many of these persons respond. Meanwhile, their "unclaimed" items had been buried beneath a stack of other similarly belated pickups.

Many of the patrons being paged had been turned away the day before and never returned. Some were persons who had left this evening due to exhaustion. When one was lucky enough to actually hear their name being called, they went to the desk at the end of Line 2. Even then, my mother and most other patrons were forced to wait longer still. They stood at the desk and watched their items being buried more deeply for an additional 20-30 minutes; because only one person was designated to check receipts and hand the items over that desk. In Line 2, I noticed many patrons counting and inspecting each item. And, I noticed them becoming angry and looking dejected. Their items were wet and filthy. We were told that out items had been stored in outdoor trailers that were dirty and leaking. Logically, many patrons demanded refunds. This demand forced them to join Line 3. Line 3 was at the courtesy desk in another area of this store. Though my mother's toys were not damaged, I was still cursed to join that same line. I had noticed that my mom had been charged twice for one of the toys. I had to wait from 11:30 PM until 12:00 AM to have that erroneous charge refunded.

Clearly, there is absolutely no method to the madness at Wal-Mart. Typically, retail managers with any modicum of intelligence prepare for any holiday rush. Certainly, such managers are nonexistent at Wal-Mart. For example: At approximately 7:00 PM, several employees began offering cups of hot soda and cheap generic cookies to patrons. I confidently speak for all of us when I say that we all preferred to have these same employees working to speed the "process".

I will never spend another cent at any Wal-Mart store. I have been a loyal patron nationally. I have spent thousands of dollars Wal-Mart stores in Georgia, California and Arkansas. However, such horrid customer abuse is intolerable, unforgettable, and unforgiveable.

Vehemently,

Alicia Banks
ambanks@aristotle.net