It's really interesting that this article just came out. I just got back from Walmart where I was attempting to pickup my son's birthday gift. It took me over an hour of waiting to get it. The online system never sent me an email that it was ready for pick up, but instead said that it had already been picked up. It even gave me the option to return it. I went into the store to figure out what was happening. It hadn't been picked up, but it took them over an hour to find the item.
What more disappointing is that this wasn't an isolated incidence. Over half of the time that I have items shipped to the store, I have a similar experience. Last time it took them two hours to find my package, and that was after I had received an email asking me to go pick it up!
As I wait, I see other customers having to go through the same thing.