‘That’s not my door’: Waipahu residents raise concerns after Walmart deliveries go missing
HONOLULU (HawaiiNewsNow) – Two Waipahu residents say orders they placed through the Walmart app never arrived, even though the orders were marked as delivered and included photos they say did not match their homes.
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Camille Bonus said she regularly orders groceries through the Walmart app and expected her latest delivery to arrive at her apartment as usual.
Instead, she said the delivery confirmation included a photo of a red front door she did not recognize.
“I looked to see the picture, and it’s a picture of like a red door,” Bonus said. “I’m like, ‘That’s not my door.’”
Bonus said she never received her groceries and believes someone took the order before it reached her home. She said the loss was especially difficult because she relies on disability benefits and food assistance to pay for groceries.
Waipahu resident Jessalyn Lee reported a similar incident. She placed an order through the Waipahu Walmart on Kupuohi Street.
Lee said she received a notification that her order had been delivered, but when she went outside, nothing was there.
She said the delivery photo also appeared unfamiliar. “It looked like a really bad stock photo from the internet,” Lee said.
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Both customers said they contacted Walmart customer service and received refunds the same day they reported the missing deliveries.
In a statement to Hawaii News Now, Walmart said, “We take customer complaints very seriously, and we’re glad we were able to refund the customer. We shared her valued feedback with the appropriate team for review.”
Walmart said deliveries are completed through the third-party Spark Driver platform, which uses independent contractors to shop for and deliver orders. According to Spark’s website, drivers must meet eligibility requirements before they can begin making deliveries.
Dale Dixon, president and CEO of the Better Business Bureau serving the Pacific Southwest, said incidents like these can impact both customers and businesses.
“We have two victims in this case,” Dixon said. “We have the brand, the store that has the platform that’s being misused, and then we have the person who placed the order and expected something to be delivered to their doorstep.”
The Better Business Bureau encourages consumers to review delivery notifications and photos as soon as they receive them and report missing orders to the retailer immediately.
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