Tennessee woman waits over 1 hour to pick up Walmart order. Then a worker curses her out when she confronts them

Instead of walking from aisle to aisle in huge Walmart stores to find all the items you need, some shoppers are choosing to use its pickup option. That way, you can calmly select your items and show up at the store with them already packed up, ready to go.

However, that didn’t go so smoothly for a Walmart shopper who says a glitch caused several hours-long delays. And that’s not even the worst thing that happened that day.

In a TikTok video posted by Tennessee woman Susan Taylor (@susan.taylor324), she relays what happened. It got over 1.4 million views.

What Happened At Walmart?

The video opens with a nasty comment from a Walmart worker, which she captured on video and audio.

Then, she explains what led to it.

Taylor says she placed a Walmart pickup order, which had always gone well for her in the past.

“The time to pick it up was at 8pm,” Taylor explains.

She says she got a text confirming the order was ready about 10 minutes before her pickup time, so she headed to the store. When she arrived, she noticed the pickup area was packed.

“There’s 21 slots at the Walmart. All but one is full,” she says. “So I take that one slot and I’m like, it’s never this bad.”

At first, Taylor says she tried to be patient because she assumed the workers were just busy. Then she started seeing people leave.

“I start to realize nobody’s even coming out that door,” she says. “There’s nobody coming out the door bringing groceries out. Nobody’s getting groceries.”

By the time she had waited an hour and 40 minutes, Taylor says she called the store directly. “I said, can I come in and get my groceries? I don’t think anybody’s even coming out here,” Taylor recalls.

According to Taylor, the person on the phone told her it was not Walmart’s policy to let her come inside and get the order herself.

“I said, well, is it Walmart’s policy to at least tell us what’s going on so all these cars aren’t sitting out here for nothing?” she says.

Taylor says she was then told to call 1-800-Walmart, where a person eventually told her that her order would come out in 15 minutes.

“I said, OK, 15 minutes. I’m going to count it down,” Taylor says.

She Decided to Go Inside

After 15 minutes, sure enough, the order still did not appear. So, she decided to go inside.

Taylor says she went straight to customer service and asked for a manager. That’s when she met an assistant manager named Sean, who she says was “so nice and kind.”

“I told him what was going on,” Taylor says. “I said, ‘Can I please get my order?’”

According to Taylor, Sean walked with her to the pickup area. Once they got there, she says there was a long line of orders waiting by the door.

“It’s all the way down,” she says. “One after another after another.”

Taylor says several people were working in the area, but orders were still not going out. Sean reportedly asked the workers to get Taylor her order, and she says the workers initially seemed nice.

Then one employee allegedly came out and looked at Taylor.

“You’re not getting your order, [expletive],” Taylor recalls the employee saying.

Taylor says she was stunned.

“I’m like, what did I just do to you?” she says. “I thought we were all getting along great. I don’t understand what’s happening.”

According to Taylor, it did not stop there. She says the employee came out several more times and cursed at her in front of Sean.

“She came out and said, ‘[expletive] you,’ in front of her manager,” Taylor says.

Taylor says Sean was standing next to her, shocked.

“I look over at him and his jaw just dropped,” she says. “He said, ‘I’ve never in my life seen anything like this happen.’”

Taylor Caught The Worker On Video

Taylor says the employee kept coming out and “antagonizing” her. Eventually, Taylor decided to get her name or picture so she could file a complaint.

That’s when she started recording.

In the clip, Taylor tells the worker, “Getting my order though.”

“We don’t have it,” the worker says.

Taylor responds, “This all you got to do all day?”

Then the worker curses her out.

“You old [expletive] [expletive] [expletive] ,” the worker says. “Like shut the [expletive] up. Go get a job.”

Taylor immediately responds, “Good. I got that on video.”

Taylor says the worker had already insulted her multiple times by that point. She also says she felt the employee should have been removed from the situation immediately.

“She didn’t come in and talk to me that way once. It was four times,” Taylor says.

Taylor later returned to the store and asked to speak with a “coach,” which she says is what Walmart calls certain managers. She says she was told there had been a glitch that night.

Her main issue, she says, is that no one came outside to tell waiting customers what was going on.

“My problem is come out in the parking lot and tell all these people who keep showing up,” Taylor says.

Walmart Later Refunded Her Order

In a video update, Taylor says she eventually got a call from Dustin, one of the coaches who had been kind to her when she went back to the store.

According to Taylor, Dustin put the manager on speakerphone. She says they were apologetic and told her that was not the way they wanted Walmart to be represented.

They also offered to refund her order.

Taylor says she went back to the store, where Dustin and the manager came out and apologized again. She says they told her they reviewed the video of what happened.

Most importantly, according to Taylor, the employee no longer works there.

“She is gone,” Taylor says. “And that happened fairly quickly.”

Taylor says they also assured her that any perishable items from the delayed orders had been thrown away and that frozen items had stayed in the freezer area.

“For me, Walmart’s very convenient for me,” Taylor says. “I live by myself. I have to take care of myself. I cannot just cancel an order. I can’t wait for three days for my money to get put back.”

It’s important to note that long waits for Walmart online pickup appear to be a recurring customer complaint, especially with curbside grocery orders. Walmart tells customers to wait for the “Ready for Pickup” notification, check in through the app, call the pickup number if delayed, and contact customer care for extended waits.

Commenters Had Thoughts

Sean, the manager Taylor praised in the video, appeared to comment.

“Oh hey, it’s so weird to see this on my FYP,” he wrote. “I’m still mortified about that night, but you were the sweetest lady ever and I’m still terribly sorry that it even happened in the first place!”

Other viewers wanted Walmart to address it directly.

“Walmart you listening we all waiting for a comment,” one person wrote.

Another commenter was concerned about all the delayed grocery orders sitting around.

“And all the cold food and meat is sitting getting warm,” they wrote.

@susan.taylor324 I went into @Walmart bc they never brought out my mobile order… and instead ended up being cursed out by an employee.@TizzyEnt I was so shocked I started recording because I couldn’t believe how I was being treated. No customer should ever experience this. #Walmart #WalmartFail #CustomerServiceFail ♬ original sound – Susan Taylor

The Mary Sue reached out to Walmart via contact form and Susan Taylor via TikTok messages for comment.

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