This was sent to me via email – I usually don’t post negative comments about other companies, but their is a lesson to be learned here as it applies to your business. If you run an online store, take heed:
If you purchase something from Wal-Mart, Sears, etc. And you return the item with the receipt, they will give you your money back if you paid cash, or credit your account if paid by plastic.
Well, I purchased a GPS for my car:
a Tom Tom XL.S from ‘Best Buy’. They have a policy that it must be returned within 14 days for a refund!
So after 4 days I returned it in the original box with all the items in the box, with paper work and cords all wrapped in the plastic. Just as I received it, including the receipt. I explained to the lady at the return desk I did not like the way it couldn’t find store names. The lady at the refund desk said, there is a 15% restock fee, for items returned. I said no one told me that.
I asked how much would that be. She said it goes by the price of the item.
It will be $45 for you.
I said, all you’re going to do is walk over and place it back on the shelf then charge me $45 of my money for restocking? She said that’s the store policy.
I said if more people were aware of it they would not buy anything here! If I bought a $2000 computer or TV and returned it I would be charged $300 restock fee? She said yes. 15%.
I said OK, just give me my money minus the restock fee.
She said, since the item is over $200 dollars, she can’t give me my money back!
Corporate has to and they will mail you a check in 7 to ten days.! I said ‘WHAT?’
It’s my money! I paid in cash!
I want to buy a different brand..
Now I have to wait 7 to 10 days.
She said well, our policy is on the back of your receipt.
I said, do you read the front or back of your receipt? She said well, the front! I said so do I. I want to talk to the Manager!
So the manager comes over, I explained everything to him, and he said, well, sir they should have told you about the policy when you got the item. I said, no one has ever told me about the check refund or restock fee when I bought items from computers to TVs from Best Buy. The only thing they ever discussed was the worthless extended warranty program.
He said, well, I can give you corporate phone number.
I called corporate. The guy said, well, I’m not supposed to do this but I can give you a 45 dollar gift card and you can use it at Best Buy.
I told him if I bought something and returned it, you would charge me a restock fee on the item and then send me a check for the remaining 3 dollars.
You can keep your gift card, I’m never shopping in Best Buy ever again, and if I’d been smart, I would have charged the whole thing on my credit card! Then I would have cancelled the transaction.
I would have gotten all my money back including your stupid fees! He didn’t say a word!
I informed him that I was going to e-mail my friends and give them a heads-up on the store’s policy, as they don’t tell you about all the little caveats.