01-18-2012 12:01 PM
However, your above quoted remark. Indicating that you don't see anything wrong with a customer making any unlimited number of returns. Your evident believe that "Serial Returners" should be welcomed. Serves as a clear indication that you are simply out of touch with the realities of the for profit business world.
While you are certainly entitled to have your own opinions. By advocating such an unrealistic extreme policy. You have undermined your credibility as a person whose ideas and suggestions should be taken seriously.
What's unrealistic is the ability to determine what a normal amount of return activity is without having taking any context regarding the consumer's purchasing habits. Frankly, I don't understand how anyone would get a real monetary benefit of constantly returning different items in a serial manner unless they're wardrobing. But if the item is sealed and it's within 30 days, I don't see the harm. Wardrobers can't use a item if it's sealed, and generally speaking, having worked behind a best buy customer serice desk years past, it's pretty easy to tell when something has been opened. Something might slip by someone now and again, but is that really justification to flag everything as a potentially abusive return and count their returns to ten? I don't think the previous policy of simply letting people return things in any quantity within a 30 day window was extreme. Nor do many other, notably more profitable, retailers. What's extreme is coming up with some arbitrary profile of what an acceptable number of returns per x amount of time is and actually denying your regular customers the ability to return anything if they incidentally cross this secret threshold.
If best buy wants to protect themselves from wardrobers and scammers, than they need to define exactly how to flag just those people and not everyone that returns something(let alone price matches, pre-pays, exchanges, etc). And while they're at it, they should extend their return window or loosen it up if they're truly benefitting the honest return customers from this policy. Alas, they didn't, and probably never will, do anything of the sort because some exec stakeholder has everyone drinking TRE's kool aid. That's not realistic, that's just downright myopic.
02-21-2012 07:46 PM
Just got this same warning. I didn't even open the last few items that I returned. Prior to todays return, I had a defective item. This is a very bad practice. I will no longer shop in Best Buy. If this is what they are looking to acheive, then bravo to them. It's off to Staples and online shoping. Gladly too!!!
02-23-2012 09:51 PM
I'll give you an example. I got married this past week. In the process, we got a lot of gifts that were duplicates. One item was a walmart exclusive brand so I went to return it. They informed me that since I had made 3 no receipt returns in the past 6 months, that I would be unable to return anything further for 90 days on my ID. I actually felt bad that I had been lax on keeping my receipts and I accepted the personal responsibility that I had made the returns. Walmart didn't make me return things and they also didn't make me lose my receipt in this case. I don't return things very often anywhere as I actually research ahead of time and it is pretty rare for me to get an item that flat out doesn't work. I also don't buy open box products which might contribute. I also know the policies of the stores I shop at. We have managed as a household to buy many things from Best Buy, return things that had issues or that we didn't need without getting flagged because we do not do so excessively. If they did flag us, I would grow up, not return things for 90 days, and continue purchasing things like gifts that can be returned by the other person, or heck my husband could return if I got flagged, and move along. I also get when a policy is a policy, regardless of whether I agree with it or not so I follow them.
You already are writing to the best buy executive team. That is who monitors these boards. TRE won't remove the block without Best Buy's approval so good luck.
I have a big problem with your willingness to "I also get when a policy is a policy, regardless of whether I agree with it or not so I follow them." If people are just willing to follow "policies" without question than wrongs never get righted. Following your way of thinking we all would now be paying a monthly fee to use our Bank debit cards. One person was able to get this policy changed because she knew it was wrong and fought to get it changed. Thats what we all should do when a policy such as BBY's return policy is causing customers to go elsewwere. FIGHT IT!! Don't be a drone as you would have us do. It took me 8 months of calls, e-mails and snail mails to get my issue resolved but in the end I WON! I won because I refused to just follow policy. Start a on-line petition like the lady did that got Bank of America (and other banks) to revoke their planned monthly charge for Debit Cards. FIGHT FIGHT and FIGHT.
03-08-2012 09:29 AM
After being a premium silver customer for best buy, and shopping with them for the several years, I'm going to be taking my business away completely. There are several alternatives such as Amazon where I'm a prime memeber. I cant exchange a non working cell phone, and have to wait 30 days for the warranty to get started before I can do anything about it.
Thanks A former best buy customer.
03-08-2012 10:31 AM
Few things I've learned about this TRE system since I first got caught up in it in December:
1.) The person at the desk has the option to bypass requiring ID. It's one their options in the drop down box on their POS system as ID options. My guess is if you pressed hard enough, you could convince a manager to give you a one time pass this way if the customer service person does not.
2.) Passport and Driver's License are considered separate and unique from each other. If you really get in a bind and need to cirumvent their policy for a return or two, use your passport if you have one. Also, if have family or friends, I'm sure they can help you out.
3.) They don't attach any names or addresses with your ID info. They only type in the number. So security wise, not having names associated with an alphanumeric string makes it much better. It also makes number 2 possible.
4.) Not all stores use the system. In my area they all do, but other areas they don't. My guess is this is part of test/trial or perhaps stores have the ability to opt out.
5.) I watched on person clearly fat finger my DL number and it went right through. A nefarious person or gang could easily use fake ID's to bypass this check since the system doesn't really validate anything.
The system is more a slap in the face to honest customers wishing to be treated right than an effective way to stop return fraud. Throw in the hesitation of people handing over information and this definitely has to have an overall negative impact on Best Buy's business. Hopefully this really is a trial run and they recognize that.
04-09-2012 07:18 AM
04-09-2012 08:34 AM
I got an Idea, If you don't like a stores policy-Don't Shop there, It's been working great for me!!
Ive got an idea! Be up front with your customers and maybe they would have chosen NOT to be your customers in the beginning..
I sure as heck would not have done so..
I would have most certainly went somehwere else, LIKE I most certainly will NEXT TIME!
This "Policy" is stupidity in action as well as the cronies who must be vying for a spot as BBY's number one