Two come to mind: Brookstone and American Apparel.

Brookstone's return policy is simple:

If a product purchased at Brookstone does not meet your expectations, you may return it with receipt within 30 days of purchase for a refund, merchandise credit or exchange. We will not accept any returns without a receipt.

Sounds fair, until you consider that there aren't any provisions for gifts. Without the receipt, you're stuck holding a potentially unwanted gift. Even if you bring the unopened mint-condition item to the store, point to the exact same item on the shelf, and ask to perform an exchange, they will refuse. You have only one option: ask the gift-giver for the receipt, an obviously impossible request no half-decent person would make.

American Apparel can't even settle on a return policy. If you buy from their online store, they offer a full refund, but if you visit their brick and mortar locations, you can only receive store credit. So if you do your friend a favor and pick up a few shirts, and it turns out you were sold the wrong ones, you're entirely out of luck and stuck with an unwanted store credit.

Is either policy unique? No. We know there are companies with vastly more farcical policies we want to hear about them. Fill the comments with the worst return policies you've seen. And no, "all sales final" doesn't count.

EU to expand e-shoppers' rights [BBC]
(Photo: theogeo)

Apple said the flaw affected first-generation Nanos, sold between September 2005 and December 2006, in very rare instances. The company's statement added that "There have been no reports of serious injuries or property damage, and no reports of incidents for any other iPod Nano model."

According to the ministry, Apple Computer has been notified of a total of 14 similar cases in Japan. Out of those, two users suffered minor burning.

The ministry said the incidents were caused by four models — MA004J/A, MA005J/A, MA099J/A and MA107J/A — of which 1.81 million units were sold between September 2005 and September 2006 in Japan.

Domo arigato, Apple, for seeing the wisdom of our suggested policy: "Return Exploded iPod, Get 1 Free!"

Apple says battery problem caused iPod overheating [AP]
Japan warns of iPod nano fire risk [AFP]
PREVIOUSLY: iPod Nano Explodes While Charging
(Photo: Getty) (Thanks to Simon!)

Last week, my dad was headed off to the dump with his old (4-5 years) cross country skies. They had become delaminated as a result of plain wear and tear (and storing them in the hot attic probably didn't help). My brother had to pick up a jacket for summer camp, so my dad figured he's see if REI would take them back to dispose of (saving him 20 bucks that the dump would have cost). Not only did REI take them back, but they gave him a full refund. Kudos to REI for honoring an abnormally long warranty that we didn't even know existed.

Tom's story isn't unique. We found others online that mention a similar no-questions-asked (other than, "Is this used?") return/exchange policy. This forum thread on the backpackinglight website suggests you should try going into a store or calling rather than using the contact form on the website—here's a typical entry: "I never had any luck thru email with a pack I had, but when I called them, they jumped on it. Let me use the defective pack until the new one came in, and sent me a return label."

(Photo: Getty)

Here are the facts:
1) Purchased $200 Canon SLR camera from Target
2) Within the 90 day return period called to ask if I could return the camera shortly after the 90 days because I was leaving town and rushed
3) Supervisor in Target’s return department gave me his name and said it would be okay to return the camera shortly after the 90 day period had expired
4) Within a week of the expiration of the 90 day I went to the Target store in Culver City to return the camera
5) Target returns showed me their 90 day policy and refused to take the camera back
6) Called Target guest relations 800 number and explained that I had been given permission to return the item after the 90 return period but they would not take the item back
7) Target guest relations reiterated Target’s policy
8) I explained to relations that I understood the policy and that is why I called the store to see if I could get an extension of the 90 days. Had I not been given the extension by the returns supervisor I would have made arrangement s to return the item within the 90 days.
9) Target guest relations said that their returns supervisor was not authorized to extend the return deadline.
10) I explained to Target guest relations that I should not be expected to know what their returns supervisors have authority to do.
11) Target guest relations said that a mistake was made but Target still will not be able to accept the item back
12) So put it all together and you get Target employee makes a mistake, but customer must pay for it.
13) I guess that means next time I make a mistake, Target gets to pay for it.

We've been getting more and more complaints about Target and their insanely strict return policy lately. Looks like their customer service has RRoD'd (as the gamers say.)

If you've got any functioning contact information that would help us launch some Target EECBs, we'd love to hear about it. Send it to tips@consumerist.com.

(Photo: blue_j )

The “customer service” clerk scanned the shade and said “We don’t carry this lampshade.” Fine. Here it is. Doesn’t fit. Perfect condition. Just give me store credit, and I’ll go drop another $200 today in your store.

Nope. “There’s nothing I can do for you.” she says. My wife goes to see if she can find an identical one on the shelves. She does. Clerk’s Supervisor is here now. She scans it. That one doesn’t exist either. Hmm, strange. Flaw in Target’s system, they’ll probably give me the benefit of the doubt at this point.

Nope. “There’s nothing I can do for you.” I mention how much we spend at Target. Blank stare. Slight nod of acknowledgment. Okay, this is ridiculous. Go get your boss. Surely someone can override this policy. I’ve returned $200 jeans at Bloomingdales with no questions asked, no receipt, nothing.

Enter Eileen (pictured above). C’mon Eileen. You look intelligent. Surely, you’ll run my card, see how much we spend at Target, and give us the store credit. $24. Really now. I’m sure you put out fires around here all day long.

Nope. “There’s nothing I can do for you. Maybe if you know what date you purchased it?” We do. April 27. $306. Same day we bought a DVD player and other stuff we probably don’t need. “Hmm. No, I don’t see that.”

It's as if Target has employed some sort of Schrödinger's Inventory software, where if the system doesn't "see" the SKU, the lampshade is neither alive nor dead. Just invisible to their employees.

"Come On, Eileen" [After the Jump]
(Photo: Getty)

She writes:

As a long time fan of Target, I am absolutely disappointed about their new "return" policy. I couldn't wait for the day to get married, and with regards to this letter, couldn't wait to open a Target wedding registry of my own! Only to find out Target has become completely untrusting of their customers and treat us as if we're thieves! We sent our wedding guests almost exclusively to our Target registry, which malfunctioned, and now we have duplicate sets of gifts that we cannot return.

When we attempted to return them, and showed how the gift registry malfunctioned, they insisted that it was our guests' responsibility to attach a gift receipt & accepted no fault. Of course, since our guests were purchasing from a wedding registry they trusted, none of the guests attached a receipt. Not to mention it looks pretty tacky to tape on a receipt to an expensive, nicely wrapped gift. So the manager suggested we go back to our guests and ask for a receipt so that we can return their gift. We felt that would be very rude to do to our guests, and just do not feel comfortable disappointing people like that, especially after they spent so much money on a gift they thought we would love. The manager also told us "that's the point of a registry, to get what you want" - Of course! But that doesn't mean we need two croquet sets, two coffee makers or two wine racks! We felt we were being very reasonable, we didn't even want cash back; we would gladly accept store credit.

To top things off, I received a wok in the mail that became damaged during shipment. It came wrapped in target paper, included target shipping paperwork, and all we wanted was to exchange it for a non-damaged wok or receive store credit. They still proceeded to tell us that we needed a gift receipt, and refused to return it for us until we talked to upper management. The whole process took over 30 minutes!

We have received over $1000 in gifts from our Target registry, and if we would have known about this absurd return policy, we would have stayed with Bed Bath & Beyond and Macy's, both of which have no problem with satisfying their registry customers. I do wedding photography for a living and talk with brides on a daily basis, I'm warning everyone to stay clear of Target's wedding registry. I hope Target realizes quick what they are doing to some of their biggest fans.

Target, it's a sad day for you when people feel more welcome at Walmart than your store.

Ex-Customer of Vero Beach Target,
Chrissy

Matthew writes:

So, upon my recent graduation from college, I found myself bestowed with a considerable financial sum in the form of gifts. I decided to take that money and invest in a MacBook Pro and, since I have never owned an mp3 player, a new 160GB iPod Classic. The computer arrives, and it's gorgeous. The iPod? Not so much. There's a disfiguring scratch on the screen. I load a video into the iPod to see if it's really going to be that bad or if it's something I can live with. It's definitely not something I can live with.

I call Apple Sales and explain that my new iPod, a $349.00 investment, has arrived with a significant defect, and I'd like to exchange it. Not to worry, I'm told, as this is something AppleCare can handle for me! Thank goodness, I think, as the kind sales rep transfers me to Support. On the phone with Support, I explain what has happened, and the rep agrees with me that this is unacceptable, and he'll send me a box t ship my iPod back to them immediately. The box should arrive in 2 to 3 business days. A week later, no box and I'm moving to NYC. I finally get moved up, settled in, and I call my Mom to ask if that box ever arrived. It hadn't. I call Apple and a Support rep tells me I'm lying, as their records clearly indicate the box was shipped, and DHL's records clearly indicate it was left on a front porch. Well, thank you Apple, I'm glad DHL decided to leave the box unattended. What if this was my replacement iPod?

The rep finally agrees to send me another box, but wants to know why I waited so long, and says that's really irresponsible of me. A week later, my box arrives. I send off the iPod.

After a 12 or so day period, I get an e-mail saying that my iPod is being returned to me, as Apple technicians couldn't find the problem I had described. They couldn't find the giant scratch that dominates a quarter of the screen?

Afterwards came many a snafu with DHL, including having Apple change my shipping address to my office, so that it won't arrive at my home and either be left unattended or returned (as has already happened once, after I took off work to receive the package, and the delivery person never knocked on my door, merely stuck the "We missed you!" sticker on it), and then getting a call from DHL to let me know it was being returned again because they hadn't changed the address, but if I wanted, I could take the train into Brooklyn to pick up my package at their delivery center.

My iPod finally arrived Monday, the same day as an email warning me my AppleCare Plan was almost up!
Counting on my fingers, of my almost three months of owning an iPod, Apple has had it more than I have.
I opened up the package Monday, and lo and behold, not only is the iPod unfixed, there is a new scratch along the bottom of the screen.

I've written numerous e-mails to Apple, and filled out three quality of support surveys as overwhelmingly negative, and written the whole story to date each time in their comments box.

I'm headed to the Apple Store after work tomorrow, and I'm not leaving until somebody gives me a new iPod. You'd think that spending around $3,500.00 would entitle you to some level of dedication, but you'd be wrong.

—
Matthew

(Photo:Plankton 4:20)

The cashier pulled up the Urban Outfitter's website on her computer and showed Chaely the bag with the sale price of $19. After calling her roommate to confirm that the "real" website still showed the bag at $58, Chaely complained to the manager, but was refused additional store credit. She took her bag and went home.

Sure enough, when she got home, the website said the bag was $58. She was never able to return the item for its full price and now it's just sitting in her closet. She's wondering if there's anyone out there that can explain why Urban Outfitter's website said one price in the store and another price when viewed at home from her computer.

Anyone?

Here's Chaely's letter:

I was just reading the latest Consumerist update about the Best Buy secret in-store only website (dated 12/27/07) and realized that it sounded strikingly similar to an experience I had with the mega hipster-magnet store Urban Outfitters. I wonder if anyone has any experience or insight into this particular company and their undoubtedly twisted pricing scams.

Back in August I had a birthday and my roommates decided to pool their money to buy me a single gift. They ended up purchasing a handbag from UrbanOutfitters.com at the cost of $58. It was gift boxed and sent to our house with a gift receipt (no bar code, no price, just a packing slip basically). I opened it and unfortunately didn't quite fall in love with the handbag like my roommates had hoped I would. No worries, I work only a few blocks from our only local Urban Outfitters retail store. I'll just return it. I checked online to make sure it was, indeed, still worth $58 since some time had passed between the order and my actual birthday (maybe 3 weeks). It was definitely $58 on the website when I checked from my office at about 4pm.

My first attempt to return the bag at about 5:15pm that same day was a feeble one. The girl at the register (with the help of her manager - maybe she was new) couldn't scan any tags or slips to make the return because there weren't any included in the package. Manager found the bag in a different color and attempted to scan THAT tag but the tag had fallen off. He then told her to look it up online to get the SKU number and just type that in to make the return. She looked it up on their website, copied down the number, then proceeded with the transaction. I was handed a gift card and a receipt and I wandered off into the store to shop. For some reason I was struck with an urge to check the receipt and realized that the card she had given me only had about $21 on it. She had refunded me $19 plus tax for the $58 bag.

I went back to the girl at the counter and informed her that she had only given me $21 when the website had, in fact, listed the price at $58 only an hour earlier. She apologized and pulled up the website on her computer. She flipped the screen around and presented what appeared to be their regular website, only this time it said that the bag was $19 - about $20 cheaper than any comparable sized handbags were on that site, to my knowledge. Exasperated, I told her that I couldn't even buy the OTHER bag that I wanted with the gift card (which was also $58 but ONLY available through the website) so I might as well take the original bag back. She pulled the gift box out of the trash, re-packed the original bag, and cut up the gift card.

I immediately left the store and called my roommate to ask her to check the website. "According to the website it's still $58," she said, "it's not on sale as far as I can tell." I walked back into the store and asked the girl to get her manager. I explained to him that my roommate was on the phone with me and looking at the website and only seeing the original $58 price on the website. He apologized saying that he couldn't change what price came up when the SKU was typed in. "It's in the system that way," he said. He suggested that maybe it's GOING on sale this week but wouldn't do anything to help but to offer to issue another $21 gift card.

For various reasons I still have the stupid bag sitting in its gift box in my living room. My roommate probably could have used the e-mail confirmation to return the back online for its original price but that's another story completely. My concern, however, is how their website, which I accessed from several different computers to check its authenticity and my sanity, showed the price as being $58 for about three solid months. I can't understand how the website in-store, which I witnessed with my own two eyes, twice showed that the bag was on sale months before it ever changed on their public website.

Are any readers Urban Outfitters employees or just loyalists who can explain this? Has anyone else had this problem with the already overpriced, soul-sucking retailer? I would love to know if this was an isolated incident or another case of the mysterious Secret In-Store Website.

Thanks,
Chaely C

(Photo:emilybean)

So i decided to return it. With out a doubt in my mind, I grabbed my receipt the defective unit and all of its packing and walked into the Best Buy. I was very confident that I was going to walk out with another XBOX. However, my worst fears had come to light. Alice, the Customer Service rep, said to me "The serial number on this receipt does not match the XBOX, you cannot return it." I argued, said that "this is the one I bought you cant be right".

Afterwards they told me that I can't return it and theres nothing I can do about it. At this point I was confused and furious. I thought someone had switched out my XBOX for a broken one. I went back to the college where it was kept and I made sure that the XBOX that I brought there that day had the same profile, saved games, guitar hero accomplishments and such. Everything was exactly the same. The hard drive was never removed and the XBOX was the one I bought.

Then I thought to myself "How about I find out whos serial number this really is?". I looked up the serial number from the XBOX unit. It was made in China in 2006. So after that I looked up the serial that was shown on the receipt. It couldn't find it! So I decided to Google (bless you Google) the serial number on my receipt. I nearly passed out when I found out what it was. It wasn't a serial number at all. It was the UPC code for the Guitar Hero bundle!!

So now, I have a score to settle and I had to drive 45 minutes back to the Best Buy. I arrived back, and as I waited in line, (Mike we will call him) was an assistant manager behind me (it seems) and there was an issue of a man who tried to take back a vacuum. They refused it because he didn't have a receipt.

The man was argumentative and they asked him to leave. As the man walked out, i heard Mike talking to his peers "douchebag" and other names were thrown around about him. I was irght in front of Mike and it heard it loud and clear.

After I waited in line, Alice was back at the register. She said "What is it now?" I told her that the serial number on this receipt wasn't a serial number at all. I told her it was the UPC. She denied my claim and told me that i couldn't return it. I told her that I was right, and the person who scanned it didn't do it correctly. She called another employee over to essentially, argue with me more. She said the same things "they don't match, you cant take this back".

So I asked for the manager. I told him the same thing about the UPS mix-up. He told me "Our employees are properly trained and would never do that." After some conversing behind the counter, I heard that Alice was the person who scanned my product on Black Friday when I bought it.

I then realized that this girl may be trying to save her own skin by lying to me. I asked her, please enter it into your computer, It will come up as the XBOX/Guitar Hero 2 bundle. She refused and told me that I couldn't return it. I told her, c'mon, i went home and Googled it, just Google it i know it will come up. She refused again. I asked the manager and he refused as well.

So, I said to them "I am going to report it to corporate and when it comes back, it won't be pretty" and without a hitch, this Alice girl yelled "Dont threaten me", as to make a scene about it. I said to both of them "I'm never going to come here again and I'm gonna let people i know what happened." Her assistant associate said "fine by me, leave."

So I walked towards the exit and I saw the General manager I knew from when I used to work there. (lets just say Bob). I said to him, please look this up, i know its not a serial number and I was refused an exchange even though I told them it was a UPC code.

He quickly typed the "serial number" into the "UPC" field on the kiosk and there you have it, it came right up. I was given a new XBOX and a new Guitar Hero game. As I was getting checked out for the new one, the other manager who refused me said "Look, you got what you wanted, think of this not as a loss, but as a victory, they are trained to do what they do because its store policy." So I told him "Is insulting customers on that list? They scanned the wrong thing and tried to cover it up by refusing to look it up." I took my well-deserved equipment, waved to my only friend there, Bob and left.

Thanks for going through this. I read your posts nearly every day at work. Keep up the good work!

Colin

(Photo:Maulleigh)

July 2, 2007

VIA CERTIFIED MAIL

Leslie H. Wexner
CEO, Limited Brands Inc
THREE LIMITED PKWY
P.O. Box 16000
Columbus, OH 43216

Sharon J. Turney
President and Chief Executive Officer, Victoria's Secret
CEO, Limited Brands Inc
THREE LIMITED PKWY
P.O. Box 16000
Columbus, OH 43216

Dear Mr. Wexner & Ms. Turney,

I write to inform you of an incident that occurred this Saturday at your Victoria's Secret store located in SoHo, Manhattan at 565 Broadway (Store #774). Despite producing an original sales receipt, the credit card used to make the purchase AND a United States Permanent Resident Card (commonly known as a "green card"), I was denied the right to return a $24.99 bra that I purchased just one week and one day earlier. Your manager, Jackie, cited a "new return policy" that deems my U.S. government issued identification worthless in the eyes of your undergarment retail giant.

It all began when I attempted to return a bra that I had purchased for my mother (she didn't like the color) at another one of your stores located in Westchester County on the 22nd of June. The bra was just one portion of a purchase totaling $93!! After waiting on line for nearly 10 minutes, only to be told that I had to go to a different register because, unbeknownst to me, returns were being processed at one specific terminal, After waiting on line again, I was greeted by a very rude and condescending cashier. I produced the bra and my receipt (copy annexed) along with the credit card used to make the purchase. After starting the return process, the clerk requested photo identification. My student ID wasn't sufficient, nor was a credit card bearing my photo.

Given no other options, I reached into the depths of my wallet to pull out a form of identification that I use a total of once or twice a year when I travel on vacation to Europe. I don't even like to carry it around with me. It is the most precious and most official form of identification that I posses. It is my Permanent Resident Card issued by the United States Department of Immigration and Naturalization!

If you are unfamiliar with the Permanent Resident Card, in addition to bearing my name, a photo and a fingerprint, it also contains a plethora of other personal data regarding my immigration status. I am always reluctant to share this information with anyone but those who have a legitimate need for it ( i.e. Airport Customs & Security).

Like a good million (or four!) other New York City residents, I do not have a drivers license because I DO NOT DRIVE! While I was a bit hesitant to hand the Victoria's

Secret cashier my Permanent Resident Card, I had already invested 20 minutes of my personal time to make the still incomplete return, and so I caved and handed it over.

To my utter dismay and disbelief, the cashier nastily responded, "I can't use this, this is no good." After requesting to speak to a supervisor, Jackie, the manager on duty, cited a "new return policy" that demanded the production of either a drivers license or passport. According to Jackie, the new computerized return system "will not accept the numbers" on my green card. I even offered to accept store credit in lieu of a cash refund (which in hindsight, I was weak for even suggesting. I have a RIGHT to return the merchandise. It says so on the receipt!). There were no exceptions, according to Jackie. I could not return the bra.

To have a retail store tell you that your Permanent Resident Card, an identification document issued by the United States federal government, a document that sufficiently establishes my right to live here, to exit and enter this country without a visa, a card that proves my status as a Permanent Resident of the United States - a status that affords me nearly the same rights that a naturalized citizen has (with the exception of the right to vote and Social Security benefits, if you want to point out two of the most important differences) — is "no good," is an attack on my identity.

Never in my life have I been so frustrated. Here was one of your store managers telling me, a long time paying customer of your brands, in front of my boyfriend and everyone else on line, that I can't return a $24.99 bra because my green card "isn't good enough" to prove that I am who I say I am. I was reduced to tears as I stormed out of the store though a chaotic crowd of weekend shoppers. Yes I had caused a scene, and yes, I was utterly embarrassed. My $93 was good enough for Victoria's Secret when I went on one of my nearly once a month shopping sprees at what used to be one of my favorite stores on earth. Yes I can get a non-driver's ID from New York State, but in all my years of living in New York City, in all my years of living in this COUNTRY, I have never had a need for one. NOT ONCE. To get a new form of identification simply so I can enjoy the "privilege" of returning merchandise to one of your stores, is absolutely absurd!

Maybe I'm not good enough to shop at Limited Brands stores. Maybe I should wait until my citizenship track is approved by the INS before I reapply for return privileges at Victoria's Secret. By then I'm sure you will have a fully implemented and operational biometric return clearance system that performs a DNA analysis against a database of career "retail-store ripper-offers." Maybe then, your computer will be smart enough to point out to your sales clerk that I spend hundreds of dollars a year at your stores so maybe they should treat me with a little dignity and respect. Until then, all I can do is fight back. I will protest this return policy by urging all those similar situated to refrain from giving a single hard-earned cent to your company!

Truly yours,

RR

We're willing to chalk most of it up to poor training, but that's just plain rude behavior on the manager's part. Why couldn't Victoria's Secret accept the green card? It's got a bajillion pieces of personal information. Perhaps it's because if you're working at the SoHo Victoria's Secret, you're probably a vapid dipshit.

Rather than exiting in tears, though, RR might have been better served by calling Victoria's Secret corporate right then and there. Maybe HQ would've been able to set this store straight. In any event, Victoria's Secret should write an apology letter, let RR return the bra for a full refund, and maybe throw in a $25 gift card for good measure.

(Photo: AP)

That's odd, Apple has a 14 day refund policy on the iPhone. As in, you can't return it for a full refund after 14 days. Darin writes:

So I made the 15 mile drive to the AT&T store and as soon as I walked in I was told that they will have nothing to do with the iPhone the moment you leave the store. So I drove 15 miles back home and called the nearest Apple store. They told me that they will handle any issues after the first 14 days, but AT&T is responsible for any issues within the first 14 days.

I then called AT&T and talked to a very friendly and helpful rep who told me that she believed that Apple would have to replace the phone but would verify, I spent several minutes on hold before she returned and after verifying the policy did confirm that AT&T policy states that Apple is responsible for all phone issues.

I explained what the Apple store told me and she volunteered to call them, I spent about 10 minutes on hold and she came back on and let me know that she had talked to the Apple store manager who stated that Apple policy states that AT&T is responsible for the first 14 days but that she would work with me if I went to the store.

Darin writes:

I purchased an iPhone Friday night from a local AT&T store, took it home and activated it with no issues. AT&T was relatively up front about the fact that it was covered by the Apple warranty.

After spending some time using the various features I noticed that the external speaker didn't work. I tried calling Apple tech support but gave up after being on hold for about 15 minutes.

Saturday morning I woke up, called Apple tech support and after a hour was able to speak to a rep. She was helpful but not knowledgeable (I knew more about the menus than she did), but after working through the problem she said that it appeared as if the speaker didn't work and to return it to the AT&T store. I asked several times if AT&T would replace it and she said that they would.

So I made the 15 mile drive to the AT&T store and as soon as I walked in I was told that they will have nothing to do with the iPhone the moment you leave the store. So I drove 15 miles back home and called the nearest Apple store. They told me that they will handle any issues after the first 14 days, but AT&T is responsible for any issues within the first 14 days.

I then called AT&T and talked to a very friendly and helpful rep who told me that she believed that Apple would have to replace the phone but would verify, I spent several minutes on hold before she returned and after verifying the policy did confirm that AT&T policy states that Apple is responsible for all phone issues.

I explained what the Apple store told me and she volunteered to call them, I spent about 10 minutes on hold and she came back on and let me know that she had talked to the Apple store manager who stated that Apple policy states that AT&T is responsible for the first 14 days but that she would work with me if I went to the store.

So I drove 45 minutes to the Apple store, walked in and asked for the manager; when explaining my issue to the Apple rep 3 other people spoke up and mentioned that they have the same issue with AT&T stating that they have to go to Apple. The manager talked to all of us, explained that fact that the AT&T and Apple policies do disagree but that she would resolve our issues. 45 minutes later I walked out with a new phone which is working perfectly.

I do want to warn people about purchasing iPhones from AT&T due to the potential support issues that they may experience if the receive a phone with issues.

Darin

(Photo: hanapbuhay)

PREVIOUSLY: 14 Days To Return The iPhone, 10% Restocking Fee If Box Is Opened

The clerk told the customer that Microsoft handles all warranties on the Xbox360 and that Microsoft would not allow BestBuy to exchange the device.

The customer asked again to exchange the product because he only had it for less than three months. The clerk asked the department manager over and he promptly removed the front bezel to view the anti-tamper sticker, and declared that they could do nothing for him because the Xbox360 anti-tamper sticker had been tampered with. The customer denied ever opening the case of his Xbox360.

I got quite interested and stepped to the side of the lady in front of me and looked at it from about 3 foot away (arms reach). The sticker was in place and had not been removed! The manager then picked at the sticker to my horror and I then quickly approached the counter and told customer, quite loudly, to not let the manager pick at the sticker.

Steve writes:

Dear Editors,

I was at the local Bestbuy here in Springfield, MO and was third in the line to exchange a product. I looked ahead and saw a gentleman with an Xbox360 with a faulty DVD drive trying to get an exchange. The clerk told the customer that Microsoft handles all warranties on the Xbox360 and that Microsoft would not allow BestBuy to exchange the device.

The customer asked again to exchange the product because he only had it for less than three months. The clerk asked the department manager over and he promptly removed the front bezel to view the anti-tamper sticker, and declared that they could do nothing for him because the Xbox360 anti-tamper sticker had been tampered with. The customer denied ever opening the case of his Xbox360.

I got quite interested and stepped to the side of the lady in front of me and looked at it from about 3 foot away (arms reach). The sticker was in place and had not been removed! The manager then picked at the sticker to my horror and I then quickly approached the counter and told customer, quite loudly, to not let the manager pick at the sticker.

I was prepared to throw a fit on the behalf of the timid customer right then and there and declare to all those that were around that the manager had voided the warranty himself, but the manager realized he was busted and quickly allowed the exchange.

Steve

That's just mean. —MEGHANN MARCO

(Photo: mulad)

When I get to the desk, I proffer it and say that it's broken, and that I was told that they'd deal with it, but I don't know if that means that they'll fix it, or send a replacement, or what. The girl checks with her manager, who's standing right next to her, but is on the phone. The manager interrupts her phone call to tell me to go pick out another one. They don't even look at it to see if it's actually broken.

I do so and bring it back to the counter. Exact same model; the only one left. The person helping me again checks with the manager, who again interrupts her phone call (it sounded like she was calling corporate). She tells her staff person to just snip off the tag and they'll do the return later. The girl snips off the tag and hands me the umbrella. I leave the store, new umbrella in hand.

Anne's email, inside...

File this one under the "happy customer" heading.

A few years ago, I bought an Eddie Bauer umbrella. It seemed a bit pricey to me for an umbrella, but what sold me was the staff member pointing out that if anything goes wrong with it, they'll take care of it. I don't remember the exact wording, but that was the gist of it.

Yesterday (a very rainy day here) I note that it had stopped expanding all the way, and figure out that it had lost a screw somehow. I happen to be near the store I bought it in, so I stop by.

When I get to the desk, I proffer it and say that it's broken, and that I was told that they'd deal with it, but I don't know if that means that they'll fix it, or send a replacement, or what. The girl checks with her manager, who's standing right next to her, but is on the phone. The manager interrupts her phone call to tell me to go pick out another one. They don't even look at it to see if it's actually broken.

I do so and bring it back to the counter. Exact same model; the only one left. The person helping me again checks with the manager, who again interrupts her phone call (it sounded like she was calling corporate). She tells her staff person to just snip off the tag and they'll do the return later. The girl snips off the tag and hands me the umbrella. I leave the store, new umbrella in hand.

In and out in less than five minutes. Probably less than three. I've got a brand new umbrella, everything's taken care of, and I'm a happy customer. Now that, my friends, is how a company earns brand loyalty. That's how to do it right.

After we received the items, we decided that she would take back the iPod speaker set because we already had one in the house. That way she could get something that she would enjoy, and she could still use our speakers. It sounded simple, just return the item, get a store credit, and let her pick something out. We were so wrong on that one.

Mark's problem exchanging the speaker at the store, inside...

Mark's full email, below:

My stepdaughter's father sent her 2 birthday presents, which he purchased through Best Buy online. He had them shipped directly to our house. As he is currently in the military and serving in Afghanistan, this was really the best way for him to get her something for her birthday. He purchased an iPod and a speaker set for her. After we received the items, we decided that she would take back the iPod speaker set because we already had one in the house. That way she could get something that she would enjoy, and she could still use our speakers. It sounded simple, just return the item, get a store credit, and let her pick something out. We were so wrong on that one.

My first attempt at returning the item was on 02/16. I was told that since the item was purchased through BestBuy.com, it could not be returned at the store. The girl who told us this almost seemed happy about it. As soon as she saw the receipt, she just cut me off and said they wouldn't take it back, that they didn't have to take it back. Not wanting to argue with her, I said OK and left.

I decided to call the number from the receipt, and talk to someone there. I figured that in our case, an exception might be made considering the circumstances. I called and held for 30 minutes, and finally got through to someone. This representative told me that the person in the store was correct, and that the item could only be returned at the store, not exchanged. This would mean that the credit would go to my daughter's father's credit card, and he would have to turn around and purchase something else for her, then have it re-shipped. He is on a base with about 1000 troops, and it's hard for him to get to a PC to do anything. I explained this to the rep, but she wouldn't budge. I asked to speak to her supervisor. His name was Gerard A. Here's how the conversation with Gerard went:

Me: I understand the policy, but do you see the circumstances surrounding this particular item? Can't an exception be made?

Gerard: No

Me: So you want us to return it, credit her father's card, have him call to ask what she wants, then have him re-order another item online? That could take weeks. He only gets to a computer on rare occasions, and this is her birthday.

Gerard: That's what you have to do. That's our policy.

Me: Can you explain why this policy works this way? Why can the store take the item as a return, but not an exchange or store credit?

Gerard: I don't know why the policy works that way. I just know we have to follow it.

Me: Can you put me in touch with someone who can explain it a little better for me?

Gerard: No. That's the best explanation anyone can provide.

Me: Can I speak to your supervisor then?

Gerard: I am the supervisor.

Me: Can I speak to the person you report to?

Gerard: I don't report to anyone.

Me: Then you own Best Buy?

Gerard: (long pause) You have to call corporate if you have a problem.

Me: No, I want to speak with someone at the online department who you report to.

Gerard: I can't do that.

Me: Why not?

After several minutes of back and forth, Gerard gives me a number, which he told me was a direct line to his supervisor. The number ended in 1000, so it made me suspicious. I asked him, "You just gave me the number to the corporate office anyway, didn't you? This isn't your supervisor's number." Gerard admitted that it wasn't. Disgusted, I hung up.

I called the corporate office the next day, and talked to a rep. I went through the whole story again. She said "hold on", and blind transferred me without letting me know where I was going. And behold, I wind up right back with the same department I spoke with the night before! I talk to Muhammed, tell my story again, and he tells me that it's ridiculous that the store couldn't handle my exchange request. He gives me a case number, and tells me to go back to the store. He says if they give me any trouble, tell them to call the 800 number and give the case number to someone in online customer service to straighten everything out.

Back to the store I go. I'm told by the store rep about the policy again. I explain to her about my phone call, and show her the receipt from the box, the phone number, the case number, and tell her about my conversation with Muhammed. She tells me no again, and refuses to call the 800#. I ask to speak to a manager. She leaves the counter and goes to a table in the middle of the store and starts speaking to another employee for about 5 minutes. She comes back and tells me the manager said no. I ask to speak to the manager. She speaks into her headset "Yeah, he wants to talk to you". The person she was talking to comes up and is immediately confrontational. He says no they can't do it. He refuses to call the online customer service number. He says that is their policy, that they have no way in their system to accept an exchange or give a credit for an online purchase. I ask him, if they are able to scan the item to return it, why can't they scan it for an exchange, given the amount of time and effort I have expended up to this point. He repeats their policy, and says nothing else. He tells me the case number is useless, because it only means that I called customer service and talked to a rep. He said they have no power over what happens in the store. I ask him why the rep would specifically tell me to come back to the store to get an exchange if it was not up to him to do so. He says he doesn't know. He won't discuss the matter any further. Frustrated again, I leave.

I made one more phone call after this fiasco. I thought surely someone at Best Buy online would rectify the situation. I called and relayed my entire story again, give all my info, including the order# from the receipt, which I have given 3 times up to this point. The rep then tells me that the store was right. We discuss it for a while, and she just keeps repeating the same thing back to me over and over. I ask to speak to her manager. At this point, I don't even care about the item. It's the horrific service and conflicting information given by employees of the same company that is driving me nuts. I speak to the manager for 15 minutes, explaining my story, the situation, and the 3 different versions of their policy that I have heard so far. He then tells me it is up to the manager's discretion at the retail store as to whether they will return the item! That would make version #4 of the Best Buy online return policy. He says there is nothing they can do if the manager doesn't want to return/exchange it. After that, he was totally unresponsive to my issues with the way this situation was handled. He just wanted to talk about the item and how to return it.

So, I guess this is Best Buy's policy for anyone who receives an online gift from someone else:

1. Receive the gift in the mail
2. If you don't like it, return it to the store, and have them refund the original purchaser's credit card
3. Call the person who bought it for you, and tell them you didn't like it, and to buy something else for you
4. Wait
5. Receive the new gift
6. If it's broken or damaged when you receive it, go back to step 2 and repeat
7. Don't call online customer service, because they won't help you

Sorry this was a bit long winded, but the service I received was legendary on this one, and I had to tell you the whole story. Since we've received the item, I estimate 4-5 hours have been wasted trying to exchange it.

• Most places extend their return deadline to Jan 31
• Don't forget the receipt
• Brace yourself for a 15% restocking fee.
• Find out if you can return it offline, and save the shipping cost

Oh boy, a sweater! — BEN POPKEN

Gearing up for gift returns [Consumer Reports Shopping Blog]

"He kept asking "did you check the hose? there's probably something in the hose" there wasn't, we get the "repaired" vacuum back... still broken. I called him back and he repeats the same "something in the hose" story and I decide its time just to buy a new vacuum."

That's when John's wife hears that Bed, Bath and Beyond had a "liberal" return policy:

"I walk in with the credit card I bought the vacuum on and after a relatively short wait in line... done. They'd credited me the full amount back to my credit card no suspicious glares, long interrogations or CSR's with attitude. So I was in and out with a credit and a new vacuum in about a half hour (most of that was waiting in Manhattan sized lines). The checkout guy was even nice and funny..."

Conglatulations to you Bed, Bath and Beyond. Your gracious acceptance of a broken, obviously well-used vacuum has earned you the love of a consumer and a tip of the hat from Consumerist. We feel warm. We feel fuzzy. We think we're going to return that broken coffee pot. Read the rest of John's adventure after the jump.

Hey Consumerist, Just wanted to drop you a "yay big box store" email. I'm not a big fan of said big box stores in general, but Bed Bath and Beyond wins points for its liberal return policy (as long as you follow the rules). Last March I bought a Eureka Mighty Mite vacuum at the Bed Bath and Beyond in Manhattan, all was well until about a month ago. The Mighty Mite up and went dead on us, so being past the usual 90 day warrantee for defects I went to the manual to see what to do. Eureka specifically asks that if there are problems take it to an authorized service center instead of returning it to the company. So I hit the web and find the local repair center. I take it to the repair center, its a very small old school brooklyn repair shop where I'm not sure they did anything to it. He kept asking "did you check the hose? there's probably something in the hose" there wasn't, we get the "repaired" vacuum back... still broken. I called him back and he repeats the same "something in the hose" story and I decide its time just to buy a new vacuum. I kind of want to rat the place out because they definitely prefer up selling to repairs but that's not what this letter is about.

Then my wife finds out that Bed Bath and Beyond has a liberal return policy. We have all the parts, we have the receipt, so off to BB&B I got. I walk in with the credit card I bought the vacuum on and after a relatively short wait in line... done. They'd credited me the full amount back to my credit card no suspicious glares, long interrogations or CSR's with attitude. So I was in and out with a credit and a new vacuum in about a half hour (most of that was waiting in Manhattan sized lines). The checkout guy was even nice and funny...

So hats off to Bed Bath and Beyond they've earned me as a loyal customer for a good long while.
Thanks

I recently had a great experience at Target. This month they've had a giant sale on WB shows on DVD, and I picked up a bunch of stuff. Veronica Mars, a couple of seasons of Gilmour Girls...(Don't laugh. Straight guys are allowed to watch Gilmour Girls. It's a well-written, funny family drama. Not to mention it stars two beautiful women.) At any rate, I got home, opened my purchases, and realized I'd made a mistake.

What other mistake could reader Juancho have made? Did Target help him fix it? Or did they mock his absentmindedness and WB addiction? Find out, after the jump...

I got some of the Gilmour Girls sets at Christmastime, so I bought them out of order. I had bought one of the ones I already had, and the wrapper was in my hand.

So, I figured I'd try my luck at a return. Two days later, I went back to Target, went to customer service. Explained my problem, and said that I'd be more than willing to take store credit, I was just going to get the other season set I needed. She looked at the set (I even saved the wrapper), said "Well, it's pretty obvious that you haven't even watched this," and proceeded to give me a gift card. I got the right set and was out the door in less than ten minutes.

I enjoy going to Target, and while I know in many ways it's no better than Wal-Mart, instances of good customer service like this really set the shopping experience apart.

"Vacation at my house in the hamptons in exchange for....

What I'm looking for in exchange:
I need alot of tools such as a dewalt miter saw, good lawnmower, snowblower, chainsaw, leaf blower, floor sanding equipment, electronics, televisions, surround sound systems, etc..."

Tools for tools. Sounds like a sensible exchange.

This one is exactly what you think.

1 bedroom apartment available for that friendly sexy female. Am open to sugesstions. [sic].

May we suggest you move out? Second suggestion: using spellcheck is your first step to finding true love.

I have some Sephora and Toy r us gift card I didn't need and I am looking for Pediasure vanilla w/ fiber ASAP. I am willing to pick it up.

Some serious niche bartering there. That niche being the higly desirable "Procrastinating, Niggardly, Superficial Moms With Incontinent Children."

Ok, that was mean. Oh well.

Razor "TRIKKE" scooter I spent $100 to buy this for my daughter...she rode it twice and was not interested.

Of course she wasn t interested. Those things suck. Get a skateboard like a normal hooligan, you precious snit.

Ok, someone please parse the hidden meaning in this post. We re sure it's there but we keep nodding off...

Insomniac Seeks Other Insomniac to put them to Sleep.

I have a gift to making people fall asleep at any time.
I am looking for a female insomniac to work with.
I promise you I will take you on a mind trip around the world and beyond- you will not be able to keep your eyes open after 1 hour.

And finally, a clueless yet earnest female college grad is the winner of today's most pathetic barter. Her desperate, misguided plea and our depraved indifference...after the jump.

I am in need of contact information...

I am looking for a job. I am a recent college grad with some experience in editing and writing as well as working at a health clinic for women; counseling them, answering phones and helping with lab work.

Ideally, I would like a job at a non profit organization where I can directly serve people in need or put my writing skills to work. I have a strong interest in women's issues as well as all human rights issues and the environment.

I am also interested in working for a newspaper or magazine. I am basically in search of an entry level position that would allow me to improve my skills and learn new ones. If you know anyone who might be looking for a job candidate like myself, I would greatly appreciate it if there is any way you could put me in touch with them.

In return I can offer you a 5 disk sony cd changer, or my time to help you get something done, or a womens leather jacket or possibly something else we could negotiate over.

Thank you in advance

We'll take your 5 disk sony cd changer in exchange for our contact at the Breakaway Bike Messenger agency. Maybe in that position you'll learn something your college never taught you: how the real world works.