No shopper wants higher prices because of excessive return fraud, but many people aren’t comfortable having their driver’s license scanned when making a return at the store, either. We’ve covered the reasons for this before, but Retail Customer Experience took a closer look.
The PS3 Slim is hitting stores next week, or even sooner at some stores, so it’s natural that recent buyers of older-model, fatter, more expensive PS3s will be returning their consoles en masse.
Will thought he was buying the newest MacBook Pro model—that’s what it said on the box and on the receipt. After he’d set it up, he discovered it was a previous model, so he took it back to the glass box Apple Store on Fifth Ave in NYC to get the version he paid for. Now Apple wants him to pay $100 to transfer his data over to the new laptop. But hey, he shouldn’t complain, because they’re “waiving” the restocking fee!
Three months ago, I ordered a batch of maternity clothes from the Gap and Motherhood Maternity. Unfortunately, when I returned the pieces that didn’t fit – I mixed up the returns! The Gap immediately returned the shipment meant for Motherhood, but Motherhood did not. In emails they have claimed to have 1. never received it (I sent the UPS delivering confirmation), then they claimed to have sent it back (I asked for tracking info what was never supplied), then they just quit answering emails. I reported them to the BBB saying – yes, this was my mistake but they still should have returned it – and they told the BBB that no proof was every supplied that the items were sent to them (I resent the email thread and the delivery confirmation).
Robert’s recent experience with his local Blockbuster just underscores how ill-equipped the rental chain is to compete against Netflix and new-star-on-the-block Redbox. Whether Robert has caught them deliberately throttling his account, or he’s just the victim of a poorly implemented system, it’s not the kind of customer experience you should have to settle for anymore.
CircuitCity.com is back, and it looks eerily familiar. The zombie website is now controlled by Systemax, the same folks who own Tiger Direct. Though the new site may look similar to the old, no doubt part of Systemax’s goal to keep alive a “proud brand that America has grown to count on,” it isn’t nearly as consumer-friendly as we would like…
Tony bought a Tempur-Pedic mattress from healthyback.com last December, and they sent him two pillows as a “free gift.” Tony didn’t want the pillows, but HealthyBack refused to take them back, and assured him they were part of a promotion.
Luis dropped his busted LG EnV in the mail at the end of last year and tracked its progress as FedEx delivered the package to Verizon. Verizon, apparently unfamiliar with tracking numbers, doesn’t believe that Luis ever returned the phone, and insists that they’re owed a $320 replacement fee. Luis disputed the charge, but rather than investigate his claim, Verizon decided it would be easier to suspend his service. Now they want Luis—a customer of seven years who pays over $350 across six phone lines each month—to pay another $15 to reconnect the service they should never have disconnected in the first place. He writes:
Here’s another “I bought a box of rocks!” story, only this time there’s proof that the victim wasn’t pulling a dirty trick on Walmart. Instead, it was someone before her who bought and then returned a Nintendo DS, only they swapped out the unit with rocks before making the return.
Instead of getting his money back, one Radio Shack customer got a sock in the jaw when he tried to return something. According to the police report, the employee wouldn’t let the customer return the item. When the customer asked to speak to a manager – kapow! And you thought the worst thing you had to worry about was if you kept your receipt!
Lillian bought what she thought was a new phone from an eBay seller with a lot of great feedback. The longer she has it, though, the more evidence she finds that it’s probably not new. Sometimes buying electronics off of eBay is like slowly peeling an onion.
Regular readers of the site already know this, but we will tell you again anyway — in a liquidation “all sales are final” means just that. You will not get an exchange if your item is defective. Period. You lose. Good day, sir!
The Walmart in Norman, Oklahoma refused to accept bike returns until a district manager, acting on a reader tip, reminded the store that they were violating company policy. Reader Keia tried to return the “shoddily constructed,” “dangerous piece of garbage” for a bike that Walmart sold him, but an employee, backed by the store manager, explained that since Walmart could repair the bike, their return policy didn’t apply. That didn’t sound right, so Keia went over their heads…
Michael is happy to report that he got a really great resolution from Best Buy, who had sold his grandma a broken camera as new and then accused them of breaking it themselves. The shots of Best Buy employees Michael found on the camera, and the repugnant attitude he encountered when they tried to return it and disinterest when he complained to corporate multiple times, only made the story that much juicier. After Micheal’s story went up on Consumerist and hit Digg, Best Buy contacted him. Here’s what they did to make nice: