How have you previously resolved disputes with retailers?
February 4, 2006 9:44 PM Subscribe
Today, I attempted to exchange gift without a receipt or a credit card at a Best Buy store. It did not go well. Please help me resolve the dispute that resulted from my experience.
posted by sequential to Shopping (36 answers total)
Long story short, I entered my local Best Buy with an unopened box of software. I explained the kind of exchange I was hoping to do to a CSR. If she had said that I needed a receipt then and there, I would have left the store immediately and contacted the gift giver for a receipt. Instead, she responded by taking the box out of my sight to the Geek Squad area. While out of my sight, the box was opened and rummaged through, then returned to me. The CSR reemerged and explained that Best Buy did not accept returns or exchanges of any kind without a receipt. She then handed me the now obviously opened box, to which I demanded a replacement so that I could leave the store with my personal property in the same condition it was when I entered. She refused, took the box once again, disappeared, and returned with a manager. The manager repeatedly insulted me, didn't take a second to listen, outright refused my request, and accused me of lying.
After sharing a few choice words, I was banned from the store permanently and chased out of the store. To be fair, I had remained calm and collected the entire time I was in the store, though I did defend myself. However, when the manager simply rubber stamped his employees opening of the software, I shared a few choice explatives in my normal talking voice, and saluted Best Buy with my middle finger as I walked out of the store. I'm not proud of how I handled that part, but my behavior did not have any bearing on why they opened the box in the first place.
How would you get your money back? The resale value of the product is a few dollars on Amazon.com or eBay, so simply turning it around is not acceptable. Has anyone ever had luck with Best Buy's email or telephone customer service? Previous experience tells me that I'll get a scripted response. Is it worth the effort to file complaints with the FTC, my state's AG, and the BBB? Previous experience tells me that virtually nothing will come of the effort. Any suggestions would be welcomed.
(And don't hesitate to vent about your experiences, as that may be the best answer in the long run.)