Best Buy & Geek Squad Policies

[CrimsonRain]

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CheapestGamer wrote:

How many returns do you make in an average year though? What values are they at? What I mean is, are they large purchases that have a high dollar value that you change your mind on within a month?

If so, then that's likely why you got flagged. They're trying to cut down on people who 'rent' large ticket items and then decide they don't want them just at the end of the return period.

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Apologies for the double post but renting would imply a fee. Being that there are no restocking fees at Best Buy anymore, customers can straight up just borrow product(s) now.

[Art646]

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CrimsonRain wrote:

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Art646 wrote:

Amazon? No

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Amazon does track your returns and deny future returns/exchanges if you hit their undisclosed limit. They do not need an ID because it's tracked using your Amazon account.

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Hydrogenwv's statement was "Requiring ID for a return is becoming the norm" and Amazon does not need your ID. They don't even need your account. Please looks at Gift returns. Here's the link http://www.amazon.com/gp/help/customer/display.html/ref=hp_901888_howto_gift?nodeId=200572800#gift Amazon will send the Gift Card to the email address you entered. No ID needed.

So please tell me which retailers are requiring ID for returns (unopened, within the time period, with receipt).

Also, why does BB need my ID when they have my BB RewardZone account info? 

Please show me where you got this info Amazon will "deny future returns/exchanges if you hit their undisclosed limit". Link please.

I think you are confusing BB's policy and Amazon's. 

[Melissa-BBY Senior Social Media Specialist]

Hello eba0922,

I apologize for the delay in responding to your post and for the disappointment caused by the warning, you had received with the return you recently made. It is frustrating to see that this experience has caused you to reconsider shopping with us in the future.

Last year as an effort to keep our prices lower, we began requiring an ID at the time of returns to track them on an individual basis. As you have seen this information is collected by The Retail Equation (TRE) who compares the returns with our return policies and other factors to determine if a return can be permitted. Unfortunately, we do not have access to the information they use to determine when a warning is issued. It is my understanding that if you do receive a warning however, that contact information may be provided to TRE that can be used to verify with them what transactions they are using.

That being said, I am glad to see that Liz was able to get things taken care of with TRE to remove the warning. I do understand that she did advise that another return could cause the ban to be put back in effect. Without knowing exactly what caused the ban warning in the first place, it is impossible for me to say for certain that this is true. I do appreciate you providing your feedback however regarding this experience, and I will ensure that it is made available for our internal business teams to review for future consideration.

Sincerely,

[Jimmienomam]

To answer your question Art my local Walmart and my local Target just now started requiring IDs for any return.

WM, although it is supposed to be required, is not setup to MAKE the cashier get it to proceed. The managers are not cracking down on the people that don't get the ID. A few have undergone retraining as a final warning.

My local targets it won't proceed without an ID swipe.

Both are with receipts and on products under $25

[CrimsonRain]

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Art646 wrote:

Also, why does BB need my ID when they have my BB RewardZone account info?

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Because anyone with your phone number can use your Reward Zone account.

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Art646 wrote:

Please show me where you got this info Amazon will "deny future returns/exchanges if you hit their undisclosed limit". Link please.

I think you are confusing BB's policy and Amazon's. 

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Why would Amazon or any other retailer openly state bad news? Best Buy certainly does not. All it says on their receipt is that they require an ID for any returns or exchanges. It does not mention anything about denying future returns or exchanges. I don't have a link to such bad news, only my brother's experience. During his quest to build a MAMEcade in the last 6 months, he has purchased many parts from Amazon. Some parts have been as described and others not so much. Needless to say, he has had to undergo many exchanges and some returns (parts no longer available). Sometime in November 2011, he tried to return a speaker system but Amazon prompted him that he had to wait for a "pending investigation" because he had conducted too many returns. The investigation was to last 60 days. I should also mention that he is also an Amazon Prime member.

The part that really makes me laugh is that most people think this is just something Best Buy does and will remain so. In any given industry, all it takes is one brave soul to try a new tactic, all the other competitors gauge the reaction, then either hop on board or ignore it. The best example I can think of off the top of my head: checked baggage fees from airlines. One airline started it and got away with it. Then came the rest. Mark my words. It will become the norm.

[calbert]

I returned a Digital camera that I got for Christmas ( long story their I won't get into ) and was told I was flagged for there return policy. After getting a manager who could see I hadn't bought or returned anything in well over a year ( BB is the devil and I stopped using them 2 years ago ) he was able to remove this return flag from my account..  Why he was able too and this other store manager wasn't .. sounds like more BB lies to me .. I get a different story with everyone I talk too

Here's a better question, how long has BB been doing this? Like I said I hadn't bought anything in well over a year, and there "new" policy stated they have started requiring ID Jan

and everyone here who said Wal-mart requires ID is full of it.

"What's the Walmart Stores returns policy?
Most store items can be exchanged or refunded with a receipt within 90 days of purchase. Visit walmartstores.com to see exceptions for electronic and regulated items."

[calbert]

BTW, you example is flawed .. why do you think JetBlue has had such good growth. They made sure to point out, the first bag is always free and that customer service is there top priority  unlike there competitors ..

"JetBlue has continued to grow within the airline industry with customer service and in-flight experience as their key advantage and core competency over competitors. The JetBlue name has become synonymous with customer service. As JetBlue gained market share, they found a unique positioning where they competed with other low-cost carriers (i.e. Southwest, AirTran) as well as major carriers (i.e. Delta, United, Continental). Amenities such as their live in-flight television, free and unlimited snack offerings, first bag free check-in, comfortable legroom, and unique promotions fostered an image of impeccable customer service that rivaled the major airlines while competitive low fares made them a threat to low-cost no-frills carriers as well."

[Nytwyng]

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Melissa-BBY wrote:

Hello eba0922,

I apologize for the delay in responding to your post and for the disappointment caused by the warning, you had received with the return you recently made. It is frustrating to see that this experience has caused you to reconsider shopping with us in the future.

Last year as an effort to keep our prices lower, we began requiring an ID at the time of returns to track them on an individual basis. As you have seen this information is collected by The Retail Equation (TRE) who compares the returns with our return policies and other factors to determine if a return can be permitted. Unfortunately, we do not have access to the information they use to determine when a warning is issued. It is my understanding that if you do receive a warning however, that contact information may be provided to TRE that can be used to verify with them what transactions they are using.

That being said, I am glad to see that Liz was able to get things taken care of with TRE to remove the warning. I do understand that she did advise that another return could cause the ban to be put back in effect. Without knowing exactly what caused the ban warning in the first place, it is impossible for me to say for certain that this is true. I do appreciate you providing your feedback however regarding this experience, and I will ensure that it is made available for our internal business teams to review for future consideration.

Sincerely,

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What I've highlighted above simply astounds me.

We are meant to believe that BB has contracted the services of a third party to monitor returns and ban those who return "excessively," yet BB does not know the criteria the third party uses to make these determinations.  Shouldn't it be BB supplying the criteria to TRE?

Now, if BB wants to take the official approach of, "The criteria used in conjunction with TRE's monitoring is proprietary and confidential." as a means of keeping people from attempting to "game" the system, that's one thing.  It's still frustrating, but it's understandable and honest.  But to say, "We have no idea how TRE makes their determination and no access to that information." makes BB sound as if they're clueless to their own operations as well as seeming to think that its customers are unquestioning consumer zombies.

[Jimmienomam]

I may be wrong in assuming this, but I think their is only a certain amount of individuals that know and have set the criteria. This way it cuts down on how many people can leak that criteria. The reason for not letting it be leaked out is merely because they put this in place to deter the heavy retuners. Giving them a limit would just allow them to abuse it up to the limit and then have a fried abuse it up to a limit. They seem to want to catch the abusers red handed.

The side effect would be this. Where people that don't think they should get banned have very little idea of why.

[Nytwyng]

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Jimmienomam wrote:
I may be wrong in assuming this, but I think their is only a certain amount of individuals that know and have set the criteria. This way it cuts down on how many people can leak that criteria. The reason for not letting it be leaked out is merely because they put this in place to deter the heavy retuners. Giving them a limit would just allow them to abuse it up to the limit and then have a fried abuse it up to a limit. They seem to want to catch the abusers red handed.

The side effect would be this. Where people that don't think they should get banned have very little idea of why.

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Perfectly logical.  It still doesn't preclude BB quite simply making their official response that the criteria are proprietary and confidential, rather than leaving employees to say, "We don't know."  The former is honest.  The latter just makes BB personnel sound uninformed and clueless.