I got nothing against Wal-Mart, and I think more than anything it was the 'normal' person who handles these requests was on vacation. Had she been there, no story.
An employee screwed up, and that employees supervisors screwed up. Can't say I'd lay the blame at Wal-Mart's feet.
Mr Pitts certainly appears to have followed the correct steps in acquiring these cards. I'd be a bit upset as well.
If the guy had been a Chinese who didn't speak English very well they would have figured he was just a major stock holder from the Peoples Army and given him the gift cards free of charge.
Wal-Mart must watch out for these inscrutable black Americans.