Consumerist
Matt writes:
Yesterday I went through the horror of taking my 15 year old brother to the Best Buy in Orland Park, IL on LaGrange Ave. I had close to $100 in Best Buy Gift Certificates given to me for Christmas. My brother and I were en route to dinner and we decided to swing by the aforementioned Best Buy to pick up a video game, Assassin's Creed, and XBOX Live Gold. We entered the store. I browsed the camera aisle looking for a cable to possibly purchase for our flat screen then headed to the video game section. I picked up the said items and headed to check out where hell will shortly ensue.
I stepped up to the red haired, slightly obese cashier and she immediately gave me a look of disgrace as if I did something wrong. I replied with a "hi" to make the tension less awkward. She immediately asked me for my ID. I've never been carded for a video game before so I politely handed it to her while asking my brother for my gift cards I gave him while I was busy shuffling through my car just 20 minutes earlier.That is one crazy story, Matt. Now, if you had a copy of The Consumerist.com Consumer Action Manual (an as-yet unwritten pocket-sized book in the style of those "How To Escape From Anything" Books), you would turn to page 42, under "Dealing with in-store employee's wacky interpretations of store policy" (just a working section title). There you would see that when little Mr. and Mrs. Blueshirt have decided they are the petty dictators of the cash register universe, you calm yourself down and call their corporate headquarters or customer service line and let them know what is going on. Oftentimes, this results in a call to the store from official company people with a few more firing brain cells who can straighten the whole matter out. Perhaps then corporate would have informed this store that video game ratings are just voluntary recommendations, it's not "illegal" in any sense of the word to sell them to a minor, and especially not to an older sibling who just happens to have a minor with them. We offer this advice based on testimony from readers for whom it has worked, as well as former employees of various retail establishments.She then left the the register booth with my ID and video game and went to her manager. The Best Buy cashier then came back and shouted that I'm purchasing a video game for a minor in front of everyone in line behind me and her fellow cashiers. She even had the nerve to ask, "Is that even your brother with you?!" Hell yes he is! I was embarrassed! It's like she was condemning me for purchasing alcohol for a minor. [ed. Assassin's Creed is rated "M" for Mature, meaning it's considered not suitable for kids under 17. It's a game where you play an assassin during the Third Crusades and you take out various historical figures.]
I quickly responded back that I am 21 year old and that the video game and peripheral are for me. She shook her head with a menacing grim and said that she saw me take gift cards from my brother and that what I am doing is illegal. Enough of this obese 17 year olds shenanigans! I demanded a manager. Unfortunately the manager was probably about 18 years old as well.
In front of the store again he told me that I am illegally purchasing a video game for a minor. I responded back that they are my gift cards! I want to make a purchase. That's when he picked up Xbox Live GOLD. I then asked if I couldn't buy that either. He then took a few minutes to scrutinize the box looking for an online peripherals rating. He never found it and said to me, he's not sure, I might not be able to do that either (Xbox Live was also rated E for everyone mind you). I continued to repeat that these are my gift cards, I'm 21 and I want to make my purchase. The cashier and manager continued to condemn me in front of all that I'm illegally purchasing the game for a minor.
I brought up two ultimatums. "So I have to go drive miles outside Orland Park, IL to another Best Buy to purchase the video game then?" The manager shrugged and said, "I guess so."
I also brought up the option then that if I left the store with my brother, came back in by myself and made the purchase, would that be legal then? The manager replied, "Technically, yes, that will be OK."
I then told them to hold on to the Xbox Live Gold since it was the last one left. I left the store with my brother, told him to go to the car. I then walked back into the store. The manager earlier told me that I can't use the old video game I originally had in hand because it was deemed under "penalty." I then had to walk all the way to the back of the cavernous store, pick up the video game then walk back to the line I was originally in. I stood in line for another 10 minutes waiting. I finally got back up to the obese red head cashier where she smirked and looked at me and said, "Yeah, we can't sell you that video game." What?! "Those gift cards are illegal."
How the hell does she know someone didn't just give me the gift cards on the street or if I had more of my "OWN" gift cards from the car. They just told me that I was able to purchase the video game once I walked my brother out.
I told them that they made a fool out of me before everyone in the store. She continued to be as politely as I can put it a "bitch" to me. I purchased Xbox Live Gold and said to the hell with the game. After making the transaction I told her I didn't need a plastic bag since all I'm carrying out is a small little hand held cardboard box. Who needs a plastic bag for that? She then told me that under company policy if I wanted to exit the store I needed a plastic bag. Absurd! For me to exit the store I need to kill the planet now? I never see people with bags over DVD players that are twice the size as the flimsy Xbox Live cardboard box.
Anyway I left the store, we ate dinner and on the way home we stopped at the Best Buy in Mokena, IL. I purchased the same exact video game, Assassin's Creed with my brother right beside me. I was never carded, I was never interrogated, I was never questioned. I had a wonderful experience there but I had to go through a three hour ordeal of going to the Best Buy in Orland Park, eating dinner than spending another 20 minutes at a Best Buy miles away all for a video game.
Three things Best Buy, first drop the mandatory plastic bag policy. Second, you need to revamp your treatment of customers and not threaten them of their illegal actions in front of all. Three, can I get reimbursed for some gas money for driving miles and miles out of my way since I was banned from buying a video game at your store in Orland Park, IL?
Cheers,
Matt D.
Comments
How does one get a 65" DLP TV out in a plastic bag? I'd love to see that.
Why did you get back into the same persons line? Also, upon being denied the game in the first place, you should've gone to the games section and started taking all games out of the display and moving them about the store.
You were definately wronged here but seriously... must you bring the cashier's weight into it? That petty detail makes me think you didn't handle the situation the best way you could have either.
Bestbuy employment screening questions:
1) Are you legally able to work in the United States? (If Yes, Continue)
2) Are you a douche? (If Yes, Continue)
I thought if you were over 21 you could be counted as being able to act as a guardian for a younger person and could do things like purchase rated R movie tickets for them, if you were watching it with them. Now I haven't been under 17 or worked retail for a while, so things might have changed, but that was how it used to work.
It's possible that with all the nannying going on that's changed, or video games are different because unlike a rated R movie you won't be there to guardianize the younger person, and they might even play it by themselves. What horror!
@semanticantics: Juvenile revenge, I love it!
Is the Consumer Action Manual a real book that you are making? If so, sweet.
I once got fired from a job because someone said they saw me give alcohol to a minor. After the "investigation", during which neither myself, or my friend whom I was accused of giving alcohol to, were asked out side of the story, I got fired. Went back in with my Union rep, and we had them on record as saying that the clerk "Knew I was buying alcohol for a minor". I fired back that under ABC regulations, she was to either deny the sale, or alert the police, otherwise, she was in violation of the law. Needless to say, after a little hush money, I was back to work very quickly. This is why people need more brain cells.
And for the Best Buy lackeys...it's not ILLEGAL for a minor to buy a 'M' game (I know that wasn't the case here), the same way it isn't ILLEGAL for a minor to go to or buy an R-rated movie. It is a voluntary rating system in both cases; there are no laws against it.
Also, in checking out the ratings at [www.esrb.org] , M just means it "may" be suitable for 17 and up. AO is the rating for adults only.
Isn't video game ratings a voluntary thing?
Exactly what law did these idiots think he was breaking?
"In front of the store again he told me that I am illegally purchasing a video game for a minor."
Illinois' law was struck down as unconstitutional several years ago, so BBY is full of fail here. It's corporate policy but not "illegal," and of course it's neither when you've got an ID showing you're 18 no matter how young your companion is. Idiots.
Well then, I see that I won't be shopping at Best Buy anymore. Target's better anyway.
I find your story to be shocking. Contributing to the delinquency of a minor is a very serious issue, and a crime where you live. I have contacted your local law enforcement agency, and I have given them your information, along with your admission, and contact information for the stores in question.
I hope they nail you to a tree, you sicko!
Odd, I just picked up something at that exact store this weekend and walked out without a plastic bag.
Reason #1,000,001 not to shop at Best Buy.
That's pretty crazy. Especially considering how I've found cashiers at grocery stores handle sales of alcohol. I have a foreign exchange student living in my household, and technically, I am her legal guardian. She's 18 and I'm 26. When I've tried to buy wine with her in the store with me, she usually gets asked for ID, but once I explain that I am her legal guardian and that the alcohol is for me (which is true, I've never bought alcohol for her) they just accept my ID and on with the purchase! It seems like a store could be a tad more lax with video games than with alcohol.
Uh, how is the cashier's physical condition related to this? You're a judgmental asshole (so is best buy, but still, you're no angel).
I think they did this to him because they saw the gift cards and realized best buy had him no matter what.
@HeyHermano:
I have to agree, some of the writing here makes me wonder how Matt actually dealt with the store staff and if he didn't bring some of this upon himself.
It pays to stay cool.
How the hell is a gift card illegal? If it's got value on it, then it's been rung through a register. Wtf does the store care who it was actually given to?
@HeyHermano: No shit. The OP complains about THEIR being juvenile?
I often go to Best Buy and refuse the plastic bag for my purchase, often a video game, DVD, or other small item. I have never been refused. It's a shame when renegade cashiers don't have any common sense.
As far as I know, Best Buy doesn't have a bag policy. I almost never get bags. She was just being a douche, as pointed out in ANGRYSICILIAN's employment application.
As for the ratings, are those legally binding, or just a suggestion that most stores decide to follow? Even for rated R movies, I don't think its "illegal" to view them if you are an unaccompanied minor, I just think its not suggested, and therefore most theaters have it as policy. Can anyone enlighten us?
@JD
Not juvenile, anti-corporate espionage. They have to pay their poorly trained and informed lackeys to replace them. It is not "illegal" to buy someone else a game, even if that were the case. How else will these people / companies learn than by the bottom line? No $60 sale for the game, $50 out of pocket to do created work.
I don't know if Best Buy is the real villain here. I think the real villain is the state legislature. I mean, I personally can't decide if state laws making it illegal to sell M-rated games to minors are really a big deal or not. After reading this, I'm starting to think that maybe, just maybe, they really are a big deal.
I'd leave out "slightly obese" and similar comments when sending this to BB Corporate; professionalism is a more sympathetic read.
Color me amazed that somewhere actually ENFORCES the [M for mature] rating. Despite BB being a member of the ESRB Retail Council (incidentally, a group you should report this to), they ignored the sales guideline:
Enforce store policies not to sell or rent M (Mature) rated computer and video games to customers under the age of 17 without permission from a parent or guardian;
You're over 17, they had no reason to hassle you.
you have full rights to purchase any product so long as it is deemed to fit for the one purchasing to use. i have walked into various sex shops, and was eyed the entire time. i have bought lingerie for my girlfriend several times, i have bought AO games, and i'm only 18 years old. so long as you can claim that the item you are purchasing is for yourself, or is indirectly for yourself, then you are entitled full rights to purchase a product. a store may only with hold the item if it is clear that it is for a minor. if the customer, IN ANY WAY SHAPE OR FOR, claims it is for their person alone, the cashier is to allow the transaction. also, remember that you can claim that you are the legal guardian and allow the minor to make full use of the game. the ratings are only suggested ratings, not ratings a store MUST abide by. next time, have the assistance of police, they do help. my brother's a cop, so i know they help in good times (PS. if you live in toronto, he's the a-hole pulling you over for no apparant reason. he has actually caught people drunk quite a few times this way).
It isn't illegal to sell a game rated M to a minor. The ESRB "enforces the rules" and as far as I can tell, has no penalties for retailers selling M and AO games to minors.
@Ian S.: See, for movies if you are under 17 you must be accompanied by a parent or guardian...this implies that they bought your ticket. I'm guessing the video game watchdogs didn't think too far ahead on this when they put the kibosh on selling video games to minors. I personally don't think minors should buy M-rated video games, but that's more about the fact that I don't think KIDS (this law is really targeting the 13 and under crowd) should have that kind of spending power.
@mantari: That's telling 'em Howard! ;)
And they were all fat! Which obviously makes them worse at customer service! And Best Buy still got my money after I spent another hour and who knows how much in gas! Cause I showed those fatsos!
Well see the problem here is that video games are not "games" and 14 year old should only play "games". Thank you Best Buy logic!
I still dont see what was they were thinking when they did all this! I know he wasn't buying it for his brother but most stores will just go "You know this game is rated M for Mature" and you go on your way.
So 16 year olds are able to drive which kills thousands a year but cant buy a game that rated M?
@IndyJaws: Seconded. The ESRB only puts those ratings on there to help the public determine what games they could buy for themselves and others. There are no laws, despite what Jack Thompson and Hillary Clinton would like, that require someone to be a certain age.
It's sad from not only a consumer experience, but that store basically tried to walk revenue simply because the cashier didn't understand the laws or her manager made a stupid in store rule that cannot be enforced.
You should call the games publisher and complain (or the ESRB). That would probably get the point to BBY when the sales rep for Ubisofts publisher wants to know why cashiers wont let patrons buy their products.
@mantari:
You suck at being sarcastic.
@fordpickup: Enforcement is completely voluntary:
Although it does not have the legal authority to implement or enforce retailer sales policies with respect to computer and video games, the ESRB works closely with retailers and game centers to: a) provide in-store signage which explains the rating system; b) support their store policies pertaining to the sale or rental of Mature-rated games to minors; and c) help educate and train store associates and employees with regard to the rating system.
@semanticantics: There's always the possibility that she had the only open register. Unlikely but possible.
@lightaugust: I found the traveling all round sorta funny too... but what else can you do with gift cards for BB? You can't get a refund. I suppose you could buy online.
@samurailynn: In my younger days, I went through the alcohol purchasing lines lots of times with people who were over 21. The only question the cashiers ever cared about the answer to was "Who will be carrying this alcohol out of the store?" If the answer was "This 21-year-old guy right here", then they didn't gave a damn how old I was, whose wallet the cash came out of, or who drove the car when we left.
This and having worked retail are what have driven me to do most of my shopping online...
Wow. People can say what they want about GameStop, but I have never had a problem when I shop there. Best Buy on the other hand is always a nightmare.
Yeah it's always been that if your parent allows you to play an M rated game or watch a R rated movie then there is nothing anyone can do about it. It's not Best Buys job to stop you from doing that. If my mom is in the store with me and purchases Call of Duty 4 with me then its all good (I'm 21 by the way).
I kinda think Best Buy was in the right here. They should be carding for M rated games, and that should include everybody in your "party."
@Buran: Maybe he included a description of her because he doesn't know her name. I don't see anybody here claiming that he's anti-redhead.
Wow, the OP sounds like an asshole.
You had a minor with you.
Who you aren't the guardian of.
Who handed you a gift card in front of the employee.
While you tried to purchase an M-rated game.
From an employee who could be fired for s