Tennessee woman waits two hours for her Walmart pickup order. Then an employee cursed at her and told her to ‘go get a job’

A woman in Tennessee ended up in a heated argument with a Walmart employee after she said she had waited close to two hours to pick up an online grocery order. She filmed the confrontation and later shared it online, where it quickly spread. The footage sparked discussion about customer service, staffing problems, and how large stores manage pickup orders during busy periods.

The video was uploaded to TikTok by a new account under the name @susan.taylor324, and it gained a lot of attention even though it was the account’s first post. The two-part video series has since collected hundreds of thousands of views and thousands of likes. Many users asked for more details about what led to the argument, since the clips appear to begin partway through the situation.

In the video, Susan explains that she had been waiting close to two hours for her online order. She says she tried to contact customer service but received little help, including automated responses that apparently did not fix the problem. Frustrated, she says she went to the store and spoke with an assistant manager about the delay.

Details Susan shared about the confrontation and Walmart’s later response

Susan claims the manager saw several employees working on orders and asked one of them to help her. According to her account, tension grew when the employee refused and began cursing at her. She says the employee told her she would not get her order and told her to “go get a job.” Confrontations inside these stores are not new, and one reported incident involved a Florida man whose gun went off in Walmart.

In a follow-up video, Susan shared an update, saying Walmart had responded to her complaint. She said the company apologized for the experience and issued a refund for her order. She also stated that Walmart confirmed the employee involved no longer worked at the store.

According to her, the store appeared overwhelmed at the time, with several online orders being handled by only a small number of staff. She suggested this contributed to the long delay. Reactions online were divided between concern, frustration, and skepticism. 

One person who said they had worked at the company shared a detailed reaction. “I worked at Walmart for 12 years in management, what the hell was going on that there were orders sitting out like that? Like was there understaffing? Why did Sean not immediately address the issue take the badge and fast and let the Associate go? Was there any real management in the store?”

“Yeah the girl absolutely shouldn’t have treated the customer the way she did, but I’m surprised they had any employees left in the department if they’re not being supported to that extent. Most 16-year-olds don’t have the emotional regulation to deal with work conditions like that. This is on the management 100%, to let a department in your store get to that point. Where were the coaches? Where was the leadership in the building to allow a department to come spilling out like that.” Walmart has responded to online pressure before, as seen when the retailer reacted to a viral customer video.

“At my store every single team lead was expected to check on digital regularly because they are considered the most important department for customer interaction. Most surveys in the store come from that department,” the commenter wrote.

Others criticized Walmart itself, arguing that understaffing and high pressure on workers can create situations like the one seen in the video. Some viewers supported Walmart’s response, noting that the company apologized and issued a refund, which suggested to them that the issue had been addressed internally. However, others were skeptical, questioning whether any action would have been taken if the video had not gone viral.

Some commenters also wanted to hear more before judging. “I want to hear the other side of the story,” one user wrote. Another pushed back, saying, “What other side of the story?! She’s an employee and 16. It doesn’t matter you don’t talk to people like that when you represent a company.” 

Susan also replied to viewers in the comments. When one user joked, “Girl, you had TIME that day! lol,” she responded, “lol I wanted everything to be perfect because my grandchildren were visiting the next day.”