As an observer of the retail industry, Walter Loeb has credentials: 20 years at department stores and then 16 years as a senior retail analyst at Morgan Stanley. So when he roundly criticizes a Walmart store, it's with authority. But from the description, anyone could have criticized it.
He reports that the store in Pittsfield MA was "in total disarray," with merchandise on the floor, empty shelf space, filthy restrooms. All of this was disrespectful to customers and out of line with standards of the founder, Sam Walton, whom he knew.
Walmart's response to the criticism is so good. Senior VP of New England, Julie Murphy, affirms that the store doesn't adhere to their standards, affirms Mr. Loeb and his report, lists their prompt corrective actions, and re-affirms that they are committed to high standards.
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