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Best Buy Scans Drivers License For Returns — No More Allowed For 90 Days
rullywowr writes "A customer with a defective Blu-Ray disc returns to the Best Buy store where he purchased it. After having his driver's license scanned into the system, he is now banned from returning/exchanging goods for 90 days. This is becoming one of the latest practices big-box stores are using to limit fraud and abuse of the return system — for example, the people who buy a giant TV before the big game and then return it on Monday. Opponents feel this return-limiting concept has this gone too far, including the harvesting of your personal data."
..just another reason to go to Frys. Until they cross the line .
Progress defines me
License scan?
Listen, man:
Call Holder, and
Say it's voting, man.
Burma Shave
Get thee glass eyes, and, like a scurvy politician, seem to see things thou dost not.--King Lear
You assume that the store has the right to refuse a return if you refuse to provide this information or if you're a frequent shopper that has more than one purchase of faulty goods. The agreement with the store is to exchange your money for a working product. If the product doesn't work, and the store refuses to refund or exchange it, they may have issues.
They may have a leg to stand on if it were refunds only, but the summary specifically includes exchanges in to this mix.
This kind of anti-customer behavior couldn't possibly have anything to do with Best Buy crashing and burning, could it?
Nah. I'm sure the MBAs must have thought the policy through carefully.
-- "So they told me that using the download page to download something was not something they anticipated." - Bill Gates
A customer who knows they can't return a defective item at Best Buy will simply go shopping somewhere else like Walmart, Target, or Amazon, who have more lenient return policies and/or are just more customer-friendly altogether.
I don't expect this particular decision will hurt too much, but with these kinds of stupid decisions Best Buy will be out of business within 5 years.
My userid is prime!
So if your second TV is also defective, you can't return it because this 90 day delay outlasts the defective product return time.
There are situations where this is a bad idea, but I have nothing against trying to crack down on the 'free rental' or 'free replacement' scams that drive up prices for honest buyers. The proeblem is, I don't know if there is any solution that won't have a greater detrimental effect on honest buyers than on scammers. Repeat scammers should be relatively easy to recognize in some data mining, so you can give them restricted return rights, maybe that would be the best way to handle it.
I'm also curious just how much product is stolen through swapped return scams, I've heard it discussed, but nothing resembling an official dollar value.
The guy did A LOT OF RETURN ACTIVITY:
Peel said he had several returns after Christmas, then a few other returns and exchanges — all with a receipt. That, apparently, was enough to put him on The Retail Equation's most-wanted list and Best Buy's no-returns-or-exchanges-for-90-days list.
The Retail Equation says its consumer profiles use frequency of returns, dollar amounts, whether a return-receipt was involved and purchase history. It does not use information on age, race, gender, nationality, marital status or whether the consumer is a Yankees or Red Sox fan.
That depends on the jurisdiction. My province has consumer laws that specifically require goods be sold in merchantable quality, and that defects be corrected by the seller within X days. If I buy a defective TV from Best Buy, they are 100% responsible for correcting the situation. This may be an exchange though, IIRC supporting refunds isn't mandatory.
Here's the returns policy found on their website:
http://www.bestbuy.com/site/Help-Topics/Returning-Online-Purchases/pcmcat260800050014.c?id=pcmcat260800050014
Returns Tracking
When you return or exchange an item in store, we require a valid photo ID. Some of the information from your ID may be stored in a secure database used to track returns and exchanges. Based on return/exchange patterns, some customers will be warned that subsequent purchases will not be eligible for returns or exchanges for 90 days. Customers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling 1-800-652-2331 or by mail at P.O. Box 51373, Irvine, CA 92619-1373. Please be prepared to provide your transaction ID, ID number, full name, address and phone number.
Valid forms of ID accepted are: US, Canadian or Mexican Driver's License, US State ID, Canadian Province ID, Matricula Consular, US Military ID, Passport, US Laser Visa, or US Permanent Resident Card.
It sounds like only certain customers will be subject to the 90 day policy, depending on their return history.
I'm sorry, but this is abuse. I wish there was an easy way to try before you buy on many products (there isn't), and I understand the logic behind what you're doing - but it's still abuse of the returns system that many stores have in place. You're buying an item at full price, trying it out and returning it. Great, but even if you return it with all parts and in like-new condition the store cannot sell it as new any longer. They'll either need to send it back to the manufacturer or resell it as an open box item (I see Best Buy do this all the time). Sure, you bought another headset from them - but the $50 headset you bought and returned can now only be sold open box for $30.
People really wonder why stores are getting more strict on returns?
everyday is another shooter.
Actually they don't say. "send to us for replacement", they say, "call us for support." Do you know why they do that? The reason is because most of the there is nothing wrong with the product. People can't be bothered to read set up guides or manuals and just figure that it must be broken. People expect to open a box and start using something not realizing that there may be some packing tape or plastic over a battery terminal that need to be removed.
A phone call to the company that MAKES THE PRODUCT will give people more information than some sales guy that only maybe know a little about every product. Maybe the sales guys favors another brand and his fix is to return the device and sell another brand that he does know. Calling the manufacture helps keep the sale instead of loosing it.
Most of the manufacturers that sell to big box retailers take the returns back from the retailers no questions asked, too. It's just the price of doing business with big retailers. It works out in the wash.
I first learned this when I was younger... I had a job at a factory owned by a popular carpet cleaner/vacuum/sweeper manufacturer. My job was to manage the returns from Canadian retailers. At first I was doing what I thought was right. They entrusted me to do a job. I had places on the forms I was given to reject the returns, and give a reason. Most of the time the units were just used and jam packed full of dirt, and the reason for the return was "doesn't work". Obviously, it did work. Anyway, the head office got on my ass (yes, the suit talked to me himself on the phone) and basically I wasn't reeaaallly supposed to do that unless they were just some joe blow appliance store. When it was a big retailer I was to just process the returns no questions asked and salvage what I could. Once I received them, they were mine to deal with... clean them up for sale as "seconds" or "reconditioned" or keep any useful parts. It was a big "whatever" to the company.
These big box retailers have a lot of clout and get treated differently than smaller stores. They don't need to give people a hard time about returns.
You explain to them, in English: "This item doesn't seem to work correctly. When I pause any song a little longer than 4 minutes and start it back up again, it starts at a seemingly random place." Then demonstrate it to them.
If they insist on an exchange, insist that the new unit doesn't have this flaw as it's unacceptable. If need be, try it in the store and most of them will realize it's better to give back the money than to keep opening new packages. Never go into geek speak with muggles if you want them to understand you.