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JS6
New Member
Posts: 4
Registered: ‎01-07-2019

Re: Restocking Fee

 

Today, went to the Richfield MN store and this was strange...but true and presumably all on film.  I bought a samsung S3 Frontier watch online a day ago. Went to store pick up. Purchased. Told the checkout person there that I wanted to open it because the box it came in you can't see inside.  He said good idea you can't tell on the futuristic looking box.  AFter buying I then went to the lady at the door and told her I wanted to open it up because I can't tell what kind of band was in there and didn't want them to think I hadn't purchased cos I did.  She literally used her scissors to slice the two pieces of tape holding it together.  I take out the watch which was on top in the package. Didn't come in a bag just sitting there.  I didn't open any thing else. Just put the watch on my wrist and laughed because it was ENORMOUS and the chrome special edition literally blinded me from the lights on the inside of the store. It's great but way too big so the clerk encourages me to return. This all happens in 10 minutes tops.  I get to return and they charge me 35.00 restocking fee.  I am speechless since not one of the 3 people in the store I spoke with made any mention of a restocking fee.  So, I'm sitting there with a 450.00 watch I don't want that I have to pay 35 bucks to return.  I calmly ask for the manager. She comes over and says it's the policy and online when you order you clicked that you agreed to the restocking fee.  To which I said, ok, thanks, if that's your last position on this and you are telling me that I have to pay no matter what, considering the circumstances and that your own employee opened the package...noone mentioned a restocking fee...then I'm done ever buying stuff from Best Buy.  She said, that's they way it is.  Company policy.  

 

Now, if that weren't enough, a week ago, I unknowingly did the same thing.  I purchased an Applewatch for my wife, returned because i wanted a different one.  No restocking fee on that.  Noone mentioned there could be one for certain items in the store.  NO mention ever of any restocking fees and I verified my receipt today. 

 

after I returned from the store and figured this out on my own...no help when I called the custoemr service line they actually hung up and never called me back.  But, I did figure out the mystery card is that it was a verizon watch or connected to my verizon account.  That is why.  It WAS NOT conncected yet, not even turned on.  BUT...If the watch, phone whatever you are buying is going to be a cellular device you have to pay the restocking fee.  I realize it's a policy. You need them.  I just thought common sense would prevail here and that since not a soul mentioned this policy in person while they actually opened up MY item...they would think let's do this 35.00 transaction and have this guy come back because we treated him right.  That didn't happen, still hasn't happen and I have to say it sucks because I like to go in and see a product, feel it etc...before buying but now that you have to pay for this experience, plus spend 20 bucks to drive across town...unless Best Buy decides to call me back and return my 35.00, I guess I'll be buying online but not from them.  If i'm getting this much crap for 35 bucks I can't imagine the run around I'd get if I had a real problem with the bigger things I WAS going to buy through them.  I guess they really need the 35 bucks more than future sales.  

Posts: 1,935
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Blog Posts: 15
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Registered: ‎08-08-2017

Re: Restocking Fee

Hello JS6,

 

Welcome to our community.  I’ve loved every minute of owning my smart watch, and it sounds like you were quite excited to get your hands on one, too!  If you’re like me, you plan to wear your watch all the time, so it’s important that it not only has the features and color you want, but that it fits comfortably throughout the day as well.  I don’t blame you for wanting to exchange this watch for another one after quickly noticing it didn’t feel quite right on your wrist.

 

We want everyone to walk away feeling confident in their purchase, which is why we implemented our Return & Exchange Promise.  There are a few products on which a restocking fee must be paid upon returning a device to Best Buy, regardless of how long ago it was opened.  Cell phones and devices that can be activated fall under the category of devices that carry a restocking fee, so if your Apple Watch was a Wi-Fi only model, that would explain why it didn’t have a restocking fee attached at the time of your previous return.  Our intent is never to deceive our customers, though, and I apologize if you felt this wasn’t made more clear up front to you.

 

Best Buy strives to offer superior service, and that isn’t possible without gathering the feedback of our valued customers like you.  Please know I’m grateful you took the time to share your concerns with us.

Sam|Social Media Specialist | Best Buy® Corporate
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JS6
New Member
Posts: 4
Registered: ‎01-07-2019

Re: Restocking Fee

 I don't feel like getting into a public argument with another Best Buy employee, but I can't help it after hearing your cheery reply.  Thank you for replying, I appreciate it.  However, I think you missed something in your explanation.  A Best Buy employee assisted me in opening the package.  I would argue that she opened it vs me opening it.  It was my intent to open it or I wouldn't have asked for help so frankly, wouldn't it fall on your company to train your employee(s) in your policy that you are so firmly sticking to? 

 

Your corporate office is literally less than a 1/2 mile from the store I feel I got jobbed in.  I did not receive any such warning in the store.  I didn't see any signs in the store or on the display that talked about this policy.  The cashier didn't mention it.  Apparently it was something I agreed to when I made the order online.  Nothing sticks out from memory which means it was probably super small print because it's easier for us old people to see.  But, the Manager sure used the fact that I purchased it online like a weapon snorting "says online in our policy that there's a restocking fee" before telling me no. 

 

At least pull me aside and say come on back and we'll give you a discount on your next purchase over 500 bucks or something.  This is all over 35 dollars?  I really won't buy from Best Buy unless you just happen to have something I have to have that noone else has.  That's happened 0 times in my life.  Costco, Sam's Club, Amazon, there's a lot of options.  I will start telling this story of horrible customer service to my employees as an example of how not to treat our clients.  If any of them ever chase a client away over 35 bucks I'll be sure to fire them and recommend they work for Best Buy so they can excel at enforcing this idiotic policy (in my case).

Posts: 1,935
Topics: 34
Kudos: 314
Blog Posts: 15
Solutions: 99
Registered: ‎08-08-2017

Re: Restocking Fee

Hello JS6,

 

I hear where you’re coming from on this and realize it’s not an optimal situation.  However, the fact of the matter is that the item was opened before it was returned in our system.  Whether it was a Best Buy employee or a family friend who helped you open it, or whether it was 10 minutes or four hours after the purchase was made, our system only recognizes that the item was opened, and thus a restocking fee was applied to the purchase. 

 

While I regret the inconvenience this may have caused you, restocking fees are not something we override at the register.  Furthermore, our return policy that calls out restocking fees is printed at the bottom of your receipt, posted at every store register, and is available 24/7 on BestBuy.com.  At this time, our answer remains unchanged that we will be unable to refund this restocking fee to you in any capacity.

 

Regards,

Sam|Social Media Specialist | Best Buy® Corporate
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JS6
New Member
Posts: 4
Registered: ‎01-07-2019

Re: Restocking Fee

If this were you, you would be upset at first too. It's hilarious to me now actually. If we were to pull up my purchases and accounts with them I have been an ok customer over the last couple decades. It wont happen again. Thanks Best Buy for the great example of how following a policy at all costs over logic and common sense is becoming the norm in soon to be obsolete organizations just like Best Buy.