Best Buy & Geek Squad Policies

[Elizabeth-BBY Community Supervisor]

Hi opus66,

I've asked Sarah, one of our Community Connectors, to review and respond to your concerns.  You can expect to hear from her within the next few business days.

Thanks for posting,

[opus66]

Ok, Nokia, I understand now (I didn't realize who the videos were meant for).

Regarding the whole desktop PC return/restocking fee, here's the long story of how it came up:

I wanted to buy a desktop pc and had looked at several.  One of the Acer models had several models in boxes below the display shelf.  On display was one of the three models of this computer.  Each was very similar but all had slightly different model numbers and definitely different prices.  I wanted to get the cheapest of the three, but the "middle" priced model was on display.  But I also needed to know if the cheapest one had certain audio jacks on the back (digital output in particular).  The middle (displayed) model did, but since the cheapest was, well, cheaper, I thought maybe it might not have it.  The salesman checked the specs online, but even he said he couldn't tell from the web site specs if it had digital audio as they were fairly ambiguous.

So, I asked the salesman if we could open the box to look at it and verify before I purchased.  He said it still had the factory seal on the box and he couldn't open it unless I bought it.   I said, "well, I guess I could just buy it, take it out to my car, open it and check the ports, and then just return it if it's not what I want, but that's a hassle for everyone including CS who'd have to process a return now."  He stuck to his story and refused to open it, so I went to CS to see if perhaps they could override this decision and open the box so I could look at it without having to purchase it first.  The woman there said "no" because once the seal was broken, they couldn't put it out for sale again or something like that, so I explained the same logic:  I could buy it and then just return it after I open it, right?

That's when she said there would be a restocking fee.  I saw the policy board above her head and pointed out it only referenced a 14-day return policy for PCs but not the restocking fee.  That's when she printed out the receipt and pointed to the back of it.  I expressed some disappointment about this and she finally relented and said I could bring the box up and she'd open it for me (although clearly she was not happy about doing this).  Unfortunately, it didn't have the digital audio port so I didn't purchase it, but did end up buying a more expensive PC from BestBuy, so it all worked out in their favor anyway.  ;-)

[opus66]

I didn't read the reciept -- I just assumed she was pointing to a valid statement about restocking fees and I didn't feel like pushing the issue. 

But regarding the sign, I honestly don't remember seeing anything about a restocking fee at all, not even under the other categories.  Maybe it was there, but I remember scanning the entire sign (two columns) looking for the words "restocking fee" and not seeing them anywhere.

[Sarah-BBY Retired: Community Connector]

Hi opus66,

 

We appreciate you purchasing a new computer with us and I am very sorry for any confusion over our return policies as posted on the signage at our Customer Service counter.  Please let me assure you that our goal is to provide clear and accurate information regarding our policies and procedures to our customers at all times, and I again apologize for any frustration. 

I was able to look into this situation with our Wesley Chapel store and was advised that there is a full version of the Policies and Procedures - including the restocking fee information at our checkout lanes, but that above the Customer Service counter there is only an abbreviated version that does not include the restocking fee comments.  However, we do also place stickers on each one of our products that have 15% restocking fees (GPS, Cameras, and Laptops) that state the restocking fee information in an extra effort to avoid any misunderstanding.  

Lastly, please allow me to clarify that there are no restocking fees for Desktop units.

 

It sounds as though you have since been able to purchase a great computer, however, if there is anything additional I can do to assist you with this matter or help make sure that you have much better experience with us in the future, please feel free to contact me directly by clicking on the “private message” envelope in the upper right-hand corner of the page, and then composing a new message to my username “SARAH-BBY”.

 

Thank you and have a great day!

Sarah

Community Connector

Best Buy® Corporate

Message Edited by Sarah-BBY on 04-30-2009 01:48 PM

[opus66]

Hi Sarah,

Thanks for your follow up.

I guess there are only a couple of comments I have regarding the information you've provided:

1) Why have an "abbreviated" version of the sign at all?  In my case, seeing that sign first caused me to believe it was the *entire* stated policy for the store.  Also, one could reasonably expect the full policy to be available/visible at the CS desk, where most return policy discussions would occur.  Once seeing that sign, I didn't even bother to look for another.  Having conflicting policy signs within the same store just doesn't seem to serve any beneficial purpose to anyone (store clerks or customers) so I' m not sure I understand the conscious decision to make a sign that omits certain parts of the policy in the first place.  

2) You mentioned that your company places stickers on items that have a restocking fee.  Is this done at the register during checkout or did you mean the stickers already appear on the items on the sales floor?  I realize in my case (with a desktop) there'd be no sticker because there was no restocking fee, but I was just curious as to when the sticker was placed on the item.  Doing it during checkout seems to be a bit "after the fact", kind of like the "back of the receipt" issue.  If the cashier were to complete the transaction, then reach down and slap a "this item has a restocking fee" sticker on the box, it wouldn't be of much value at that point.  In any event, I just wanted to request  clarification as to where/when the stickers were expected to be visible on the product so I'll know what to expect next time.

Thanks again for your reply and the additional information.

[Nokia]

The stickers are put on by the employees in each department when stuff comes off the truck, before the customer ever sees the box.

[opus66]

Thanks, Nokia.

[Aryq46254]

FWIW....  My laptop box doesn't have that sticker on it, anywhere.  No BBY stickers at all.

Just my .02...

--Eric

[opus66]

I would still be curious to hear from Sarah why the company would intentionally make the decision to create two different policy signs for the same store, and intentionally choose to omit the restocking fee information from one of the signs.  Is there really some benefit to the store personnel or the customers by doing this?

[Nokia]

My guess would be size constraints.