Complaint Review: Best Buy DEPTFORD NJ MANAGER MICHAEL MAGNUS FISHER ET AL

My father died about 10 years ago. I sympathize with this part of Mitch's experience. I have purchased at least 8 computer systems. I shopped Circuit City and Best Buy. I've found good and bad at both stores. I met an old friend of mine who happens to know "the swinging mad man" in your story. From what I've heard Best Buy went out of their way to reprimand Mike regardless of facts, retail perception is enough reason. Not a place famous for standing up for their employees apparently. What if all this hoopla was one irrational response to a common practice and who was damaged here was Mike? Possible? Where will he go to be made whole and get his reputation restored? One last question: having bought lots of computers, the last thing on my mind the day my dad died was buying a computer. All due respect, that always sounded like a plea for sympathy to make it personal. I hope everyone gets what they deserve: not just in the court of public opinion but the court of Karma as well. Good luck Mitch and good luck Mike. It's interesting to have a place to express my voice. Thanks R.O.R.

A letter to the Division Of Consumer Affairs leads to a call from Best Buy. I 'believe' they watched the store videos I had been requesting they do all this time! They took back the computer and refunded everything! Because of this, I won't have a problem doing business with Best Buy, but I won't go back to Deptford, NJ store again, unless there's a personnel change. As I said before, the Mays Landing people were helpful.

Let's get one thing clear. What I said happened REALLY happened! Anyone can read anything and wonder why this or why that, as Hindsight is always 20/20. I wonder why the guy didn't just swipe my card when he had it to credit my account 'minus' the restocking fee. You want to write a story where everyone says the perfect thing at the perfect time, write your story and try to sell it to the movies. This is real life and real life abuse! The first reaction from them is to scream when a customer is upset; no attempt to resolve a matter amicably. Yes, I wanted to slap their smug look off their face; such god-d**n jerks and the way they treated my wife!

I told you already, I have always said, GET THE d**n VIDEOS, WATCH AND LISTEN! Why can I say this with so much confidence? Because I know what happened and I know the Videos hold the Truth!

I was told over and over again their stock inventory had no pluses or minuses; there was no extra computer anywhere in the store. They tried to keep the computer and leave me with the bill also until I unexpectedly showed up and finally got the rep to admit I did not leave the store with the computer.

Corporate even knows about my endeavor to prove I did not leave the store with the computer. I had a rep from corporate on the phone with the Deptford Store, Best Buy, and they told her there was no extra computer anywhere as well. This is prior to showing up in person. They were trying to say I had the computer!

The video would show clearly that A.H. I spoke of before saying that we were disrupting customers to someone in their corporate office when there were no customers in site. He yelled at my wife who was standing quietly by the counter telling her if she didn't get away and leave she'd be thrown out of there by police.

The only thing I said to the A.H. was, "Why didn't he (the rep) just credit my card minus the restocking fee like he said he would" and than the AH flipped out! It's like I was watching a bad movie where they have these stereotypical geeks with their shirts hanging out all over the place playing tough guys 'cause they got their buddies with them and the protection of the store. It's like Pee-Wee Herman acting Tough!

Hey, enough is enough! You want to buy things from these guys, they may be more on their guard now so you might not have the problem I had. However, as far as I'm concerned, people who treat customers like this shouldn't be rewarded for there behaviors. Believe what you want, criticize all you want and in the end, if you still feel like I'm being unfair, then 'may you' undergo such a treatment yourself and then maybe the light bulb will go on in your head.

Funny how some people think it's nothing until it happens to them! No, they woudn't do this or that, it doesn't sound right, etc...etc.. OK, let it happen to you, tell your story and then let others pick holes in what you say... NOTHING justifies their behavior; screaming little brats like they were 8 years old..

Let's get one thing clear. What I said happened REALLY happened! Anyone can read anything and wonder why this or why that, as Hindsight is always 20/20. I wonder why the guy didn't just swipe my card when he had it to credit my account 'minus' the restocking fee. You want to write a story where everyone says the perfect thing at the perfect time, write your story and try to sell it to the movies. This is real life and real life abuse! The first reaction from them is to scream when a customer is upset; no attempt to resolve a matter amicably. Yes, I wanted to slap their smug look off their face; such god-d**n jerks and the way they treated my wife!

I told you already, I have always said, GET THE d**n VIDEOS, WATCH AND LISTEN! Why can I say this with so much confidence? Because I know what happened and I know the Videos hold the Truth!

I was told over and over again their stock inventory had no pluses or minuses; there was no extra computer anywhere in the store. They tried to keep the computer and leave me with the bill also until I unexpectedly showed up and finally got the rep to admit I did not leave the store with the computer.

Corporate even knows about my endeavor to prove I did not leave the store with the computer. I had a rep from corporate on the phone with the Deptford Store, Best Buy, and they told her there was no extra computer anywhere as well. This is prior to showing up in person. They were trying to say I had the computer!

The video would show clearly that A.H. I spoke of before saying that we were disrupting customers to someone in their corporate office when there were no customers in site. He yelled at my wife who was standing quietly by the counter telling her if she didn't get away and leave she'd be thrown out of there by police.

The only thing I said to the A.H. was, "Why didn't he (the rep) just credit my card minus the restocking fee like he said he would" and than the AH flipped out! It's like I was watching a bad movie where they have these stereotypical geeks with their shirts hanging out all over the place playing tough guys 'cause they got their buddies with them and the protection of the store. It's like Pee-Wee Herman acting Tough!

Hey, enough is enough! You want to buy things from these guys, they may be more on their guard now so you might not have the problem I had. However, as far as I'm concerned, people who treat customers like this shouldn't be rewarded for there behaviors. Believe what you want, criticize all you want and in the end, if you still feel like I'm being unfair, then 'may you' undergo such a treatment yourself and then maybe the light bulb will go on in your head.

Funny how some people think it's nothing until it happens to them! No, they woudn't do this or that, it doesn't sound right, etc...etc.. OK, let it happen to you, tell your story and then let others pick holes in what you say... NOTHING justifies their behavior; screaming little brats like they were 8 years old..

Let's get one thing clear. What I said happened REALLY happened! Anyone can read anything and wonder why this or why that, as Hindsight is always 20/20. I wonder why the guy didn't just swipe my card when he had it to credit my account 'minus' the restocking fee. You want to write a story where everyone says the perfect thing at the perfect time, write your story and try to sell it to the movies. This is real life and real life abuse! The first reaction from them is to scream when a customer is upset; no attempt to resolve a matter amicably. Yes, I wanted to slap their smug look off their face; such god-d**n jerks and the way they treated my wife!

I told you already, I have always said, GET THE d**n VIDEOS, WATCH AND LISTEN! Why can I say this with so much confidence? Because I know what happened and I know the Videos hold the Truth!

I was told over and over again their stock inventory had no pluses or minuses; there was no extra computer anywhere in the store. They tried to keep the computer and leave me with the bill also until I unexpectedly showed up and finally got the rep to admit I did not leave the store with the computer.

Corporate even knows about my endeavor to prove I did not leave the store with the computer. I had a rep from corporate on the phone with the Deptford Store, Best Buy, and they told her there was no extra computer anywhere as well. This is prior to showing up in person. They were trying to say I had the computer!

The video would show clearly that A.H. I spoke of before saying that we were disrupting customers to someone in their corporate office when there were no customers in site. He yelled at my wife who was standing quietly by the counter telling her if she didn't get away and leave she'd be thrown out of there by police.

The only thing I said to the A.H. was, "Why didn't he (the rep) just credit my card minus the restocking fee like he said he would" and than the AH flipped out! It's like I was watching a bad movie where they have these stereotypical geeks with their shirts hanging out all over the place playing tough guys 'cause they got their buddies with them and the protection of the store. It's like Pee-Wee Herman acting Tough!

Hey, enough is enough! You want to buy things from these guys, they may be more on their guard now so you might not have the problem I had. However, as far as I'm concerned, people who treat customers like this shouldn't be rewarded for there behaviors. Believe what you want, criticize all you want and in the end, if you still feel like I'm being unfair, then 'may you' undergo such a treatment yourself and then maybe the light bulb will go on in your head.

Funny how some people think it's nothing until it happens to them! No, they woudn't do this or that, it doesn't sound right, etc...etc.. OK, let it happen to you, tell your story and then let others pick holes in what you say... NOTHING justifies their behavior; screaming little brats like they were 8 years old..

Let's get one thing clear. What I said happened REALLY happened! Anyone can read anything and wonder why this or why that, as Hindsight is always 20/20. I wonder why the guy didn't just swipe my card when he had it to credit my account 'minus' the restocking fee. You want to write a story where everyone says the perfect thing at the perfect time, write your story and try to sell it to the movies. This is real life and real life abuse! The first reaction from them is to scream when a customer is upset; no attempt to resolve a matter amicably. Yes, I wanted to slap their smug look off their face; such god-d**n jerks and the way they treated my wife!

I told you already, I have always said, GET THE d**n VIDEOS, WATCH AND LISTEN! Why can I say this with so much confidence? Because I know what happened and I know the Videos hold the Truth!

I was told over and over again their stock inventory had no pluses or minuses; there was no extra computer anywhere in the store. They tried to keep the computer and leave me with the bill also until I unexpectedly showed up and finally got the rep to admit I did not leave the store with the computer.

Corporate even knows about my endeavor to prove I did not leave the store with the computer. I had a rep from corporate on the phone with the Deptford Store, Best Buy, and they told her there was no extra computer anywhere as well. This is prior to showing up in person. They were trying to say I had the computer!

The video would show clearly that A.H. I spoke of before saying that we were disrupting customers to someone in their corporate office when there were no customers in site. He yelled at my wife who was standing quietly by the counter telling her if she didn't get away and leave she'd be thrown out of there by police.

The only thing I said to the A.H. was, "Why didn't he (the rep) just credit my card minus the restocking fee like he said he would" and than the AH flipped out! It's like I was watching a bad movie where they have these stereotypical geeks with their shirts hanging out all over the place playing tough guys 'cause they got their buddies with them and the protection of the store. It's like Pee-Wee Herman acting Tough!

Hey, enough is enough! You want to buy things from these guys, they may be more on their guard now so you might not have the problem I had. However, as far as I'm concerned, people who treat customers like this shouldn't be rewarded for there behaviors. Believe what you want, criticize all you want and in the end, if you still feel like I'm being unfair, then 'may you' undergo such a treatment yourself and then maybe the light bulb will go on in your head.

Funny how some people think it's nothing until it happens to them! No, they woudn't do this or that, it doesn't sound right, etc...etc.. OK, let it happen to you, tell your story and then let others pick holes in what you say... NOTHING justifies their behavior; screaming little brats like they were 8 years old..

It seems to me that if I were in your position I would've just gone over to the work area to see if any work had actually been done. You stated it was only about 10 minutes after you left the store that you came back, why not go check instead of standing around arguing? I just can't see that the computer would've been opened along with anything else in that short a timeframe. I generally don't buy into these conspiracy tales... that's usually what they really are - tales. Without going into specifics there are just too many aspects of this story that seem just a bit too well thought out. My condolences to the passing of your father; however, please understand too many of these posts start out with "my mother died, my father died, my house burned down in a flood, my mother came back to life and then was immediately hit by a car, etc, etc...". I just don't think your case would convince a judge in a court of law-which, by the way, is where you should've been many, many, months ago instead of here trying to convince 3 or 4 people that you're telling the truth. Case dismissed.

This is a very sad letter. The store that I work for would not scream or yell at a customer for any reason. I can not speak for that store, but we pride ourselves with working toward a resolution to problems with our customers.

WAKE-UP CALL!


You said:

....just because your father passed away doesn't give it a good excuse to not be keen of your surroundings. As I read this, the store went out of their way to accommodate you by doing the work 'You' authorized them to do as fast as 'You' requested.

Reply:
Did you or did you not read 'everything' I posted. I already noted 'my mistake' and I will accept your words as far as being keen about my surroundings. However, the rep had my card in his possession at the time we spoke of the refund and despite our discussions and me indicating I would challenge the restocking fee when it came through, he did not swipe my card as I had thought. I already said it was my fault for assuming that the $379 on my receipt was the restocking fee he spoke of with me. I REQUESTED he credit my account and when he handed my card and receipt back to me, I made the mistake of not checking more carefully that the $379 was not in-fact the refund he spoke of. My dispute at that time had to do with the restocking fee alone; however, I did not realize that the entire price of the computer was at stake here. When I finally found out that they NEVER credited my account MINUS the restocking fee, I then tried to reach people to dispute the cost for the whole computer, however, READ CAREFULLY -- THEY INSISTED THEY DID NOT HAVE THE COMPUTER; THAT BY ALL ACCOUNTS IT LEFT THE BUILDING WITH ME AS THEIR STOCK INVENTORY CHECKED OUT!



You knew that you couldn't afford this computer so why buy it in the first place and secondly, you stated you bought a new house in Cape May Court House, but yet you can't afford a computer.

Reply:

I DID NOT HAVE MY HOME SOLD AT THAT TIME... MY HOUSE WAS STILL UP FOR SALE, I DID NOT HAVE THE MONEY AT THE TIME! ONCE I SOLD MY HOUSE, I HAD TO MOVE INTO A NEW HOUSE, WHICH, GUESS WHAT, COSTS MONEY! I'M LIVING IN A BARRON HOUSE UNTIL I CAN AFFORD TO FURNISH IT.


YOU SAID:
make any sense. Another thing that doesn't make any sense is your stating that Mr. Magnus swung at you and slammed your computer on the desk. If this did happen, after reading all your complaints on this issue, you would most likely have filed some sort of legal action, but since you haven't mentioned this at all i'm going to assume you haven't.

REPLY:
I said he slammed it down on the Counter; and that is all. This doesn't literally mean he slammed it so hard as to cause it to break into pieces! This means he slammed it down on the counter hard enough to generate concern for the computers well-being. When I ASKED TO CHECK TO SEE IF THE COMPUTER WORKS, THEY REFUSED TO OPEN IT UP! IF THE VIDEOS HAVE AUDIO ON IT, THEY WILL HEAR ME ASKING FOR THIS TO BE CHECKED OUT!

As the dispute was still going on, I NEVER OPENED IT, as I WOULD NOT BE ABLE TO RETURN IT because they could CLAIM THAT I AM THE ONE WHO BROKE IT!

NOTICE, I WENT TO MAYS LANDING BEST BUY, WHERE THEY ARE MUCH MORE INTERESTED IN CUSTOMER SERVICE! I HAD THEM OPEN THE COMPUTER IN FRONT OF ME SO THAT IF IT DID NOT WORK THEY WOULD WITNESS THIS THEMSELVES! THEY DID OPEN IT UP AND GUESS WHAT, IT DID NOT WORK! I WAS TOLD THE MEMORY CARD INSTALLED WAS THE WRONG ONE, SO I BOUGHT MORE MEMORY FROM MAYS LANDING BECAUSE BY THIS TIME I FIGURED IT WAS A LOSING BATTLE. THE ONLY REASON WHY I BOUGHT MEMORY WAS BECAUSE THEY TOLD ME BEST BUY DEPTFORD WOULD REFUND MY MONEY BECAUSE THE INITIAL INSTALLATION INVOLVED THE WRONG MEMORY. HOWEVER, WHEN I CONTACTED BEST BUY DEPTFORD, I HAD TO BATTLE FOR THIS. WHEN THEY FINALLY AGREED TO REFUND THE MEMORY, THEY REFUSED TO REFUND THE INSTALLATION FEE CLAIMING THAT THE MAYS LANDING STORE WAS WRONG AND THE MEMORY WAS SUPPOSE TO WORK WITH THE COMPUTER.

SINCE THEY SAW THERE NAMES ON THE INTERNET HERE, NOW THEY WERE TOLD BY MANAGEMENT NOT TO TALK WITH ME, WHICH MEANS THEY WON'T EVEN REFUND THE COST OF THE MEMORY.

YOU SAID:
They have cameras and I am sure they would have proved your allegation if that was true.

REPLY:
I ASKED THEM OVER AND OVER AGAIN TO SEE THE FOOTAGE; THEY WOULD SAY NOTHING IN REPLY! I am telling you, THESE GUYS ARE READY TO BATTLE FROM THE BEGINNING! When I walked back to the front desk to tell them I wasn't thinking straight, and they told me of the restocking fee I said something like, "YOU'VE GOT TO BE KIDDING, I JUST WALKED AWAY FROM THE DESK AND YOU TOLD ME NOT TO COME BACK FOR AN HOUR AS THIS WOULD EVEN BE DOING ME A FAVOR" THIS IS CAUSE TO RAISE MY VOICE, BUT I DID NOT GET OUT OF CONTROL! The rep, knowing of his freedom to Give Customers a Hard Time without recourse, RAISED HIS VOICE, "ARE YOU GETTING LOUD WITH ME, ARE YOU GETTING LOUD, OK THEN, YOU HAVE TO PAY THE RESTOCKING FEE" as if to show me he had power to cut me a break for Not and because I raised my voice in objection noting that he was doing me a favor by having me come back in an hour; that he could not do it any sooner and that would have been a favor to me, etc.. etc.. ... he demonstrated a clear knowledge that he had cart blanche to treat me anyway he wanted to because he knew he had his support UNDER ANY CIRCUMSTANCES, a sense of camaraderie and a sense of knowing that whatever they deem as BS from a customer in any way would be treated as those the customer was the AGITATOR and the customer could go eat it!

Then Magnus steps in AFTER-THE-FACT, without ANY knowledge of what happened and lives up the Reps expectations by BACKING THE REP, NO MATTER WHAT! Yes, I was pissed, but I told him I would argue the restocking fee, so ....

******WHY DIDN'T THEY TELL ME THEY DID NOT CREDIT MY ACCOUNT MINUS THE RESTOCKING FEE WHILE I WAS DISCUSSING WITH THEM THAT THIS IS THE VERY THING I WAS GOING TO DISPUTE?

You Said:

So this never happened. Why don't you stop slandering honest working employees and re-think about this whole situation and who is really in the wrong. Let it go. You were wrong. Admit it and go on with your life.

REPLY:

NOW, THE BALL IS IN YOUR COURT AND THEIR COURT; I ADMITTED MY MISTAKE, THEY NEED TO ADMIT THEIRS!

I SPOKE WITH NICK ON THE PHONE WHO TOLD ME EXPLICITLY, THEIR INVENTORY CHECKS OUT, AS FAR AS THEY WERE CONCERNED I LEFT WITH THE COMPUTER! THEY WENT EVEN AS FAR AS TO TELL ME EMPLOYEES ARE CHECKED BEFORE THEY LEAVE; THERE IS NO PLUSES OR MINUSES IN THE INVENTORY, ETC... ETC...ETC.. ETC...

IT WASN'T UNTIL I SHOWED UP IN PERSON, THE REP FIRST DENIED KNOWING ME, THEN HE FINALLY ADMITTED KNOWING ME HAD TO ADMIT THAT I DID NOT LEAVE WITH THE COMPUTER. AT THIS POINT IN TIME I WAS TRYING TO CONVINCE CORPORATE AND THE STORE OVER AND OVER AGAIN THAT I DID NOT HAVE THE COMPUTER. I KEPT ASKING THEM TO CHECK THE VIDEOS THEY WILL SEE I DID NOT LEAVE THE STORE WITH THE COMPUTER.

NOW REALIZING THAT THEY HAD TO ADMIT I DID NOT LEAVE THE STORE WITH THE COMPUTER, OUT OF THE BLUE COMES MAGNUS WITH THE COMPUTER AND, YES, SLAMS IT DOWN ON THE COUNTER; NOT SO HARD AS TO MAKE ME BELIEVE IT BROKE INTO PIECES, BUT ENOUGH TO MAKE ME CONCERNED ABOUT IT'S WELL-BEING, ENOUGH TO ASK THEM TO OPEN IT FOR ME TO MAKE SURE IT WORKS, WHICH THEY REFUSED TO DO (SEE VIDEO AND AUDIO IF THEY HAVE IT) AND ENOUGH SO I WOULD HAVE TO BRING IT TO MAYS LANDING STORE TO OPEN IT FOR ME SO THEY CAN'T BLAME ME IF IT DOESN'T WORK.

NOW, WHY DON'T YOU AND YOURS ADMIT THE REALITY OF THEIR BEHAVIOR AND OWN UP TO MISTAKES AND THE FACT THAT THEIR EGOS ARE MORE IMPORTANT TO THEM THAN HELPING CUSTOMERS!

AGAIN, I CHALLENGE ANYONE TO WATCH THE VIDEOS OF THE DAY I HAD TO COME INTO THE STORE AND GET THEM TO ADMIT I NEVER LEFT WITH THE COMPUTER! THEY WERE JUST FINE TELLING ME THE COMPUTER WAS NO WHERE IN THE STORE; THEIR INVENTORY CHECKS OUT, ETC.. ETC.., THEY WERE GOING TO LEAVE ME WITH THE BILL MINUS THE COMPUTER. THE VIDEO, HOPEFULLY WITH FULL AUDIO, WILL SHOW WHAT ACTUALLY HAPPENED THAT DAY. MAGNUS CLAIMING THAT I AND MY WIFE WERE CAUSING A DIRUPTION TO CUSTOMERS IN THE STORE WHILE ON THE PHONE WITH CORPORATE, SAYING WE WERE CREATING HAVOC, ETC.. ETC.. AND THE SORT, WHILE THERE WERE NO CUSTOMERS AROUND AND WHILE WE ARE CALM.

I CALLED OVER TO MAGNUS: "WHY DIDN'T HE (THE REP) JUST CREDIT MY ACCOUNT MINUS THE RESTOCKING FEE WHEN HE SAID HE WOULD" THE AUDIO PORTION OF THE VIDEO WILL SHOW THAT I SAID THIS QUIETLY, THEN YOU WILL SEE MAGNUS STORM OVER SAYING HE'S GOING TO GET THE POLICE, SECURITY, ETC.. ETC.. ETC... YELLING AT MY WIFE TO GET AWAY FROM THE COUNTER WHEN THERE WAS NO BODY ELSE THERE AND WHILE SHE WAS QUIET. I RAISE MY VOICE ONE TIME IN REPLY TO HIS RAISED VOICE.

THE VIDEO AND AUDO WILL SHOW HIS BEHAVIOR CLEARLY DURING THE ENTIRE EPISODE AND YOU CAN WATCH US AND THEN SEE WHO WAS RUNNING AROUND LIKE A MAD-MAN CREATING A DISRUPTION. I'M CONFIDENT OF THIS, I CHALLENGE THEM TO WATCH THE VIDEO AND HEAR THE AUDIO TO SEE HOW HE ACTED THE DAY HE REALIZED WE WERE NOT GOING TO LET THEM GET AWAY WITH KEEPING THE COMPUTER AND HAVING ME ALSO LEFT WITH THE BILL AT THE SAME TIME.


HE THEN MADE COMMENTS TO THE EFFECT THAT IF I DID NOT LEAVE WITH THE COMPUTER, I'D LOSE BOTH THE MONEY AND THE COMPUTER AS THEY WERE NOT RESPONSIBLE FOR WHAT HAPPENS TO IT; REGARDLESS OF WHAT HE IS ABLE OR NOT ABLE TO DO WITH THE COMPUTER, HE MADE IT CLEAR "TAKE IT OR LOSE IT"

NOW, I HOPE CORPORATE WATCHES THE VIDEO AND HEARS THE AUDIO IN FULL!

WHEN MAGNUS CAME OUT HE WAS YELLING OUT, "IT'S PAST 30 DAYS YOU CAN'T RETURN IT NOW" HE KNOWS THAT I WAS DISPUTING THE RESTOCKING FEE, HE KNOWS HE HAD THE COMPUTER THE ENTIRE TIME, SO HOW IS THERE A 30 DAY PERIOD WHEN I NEVER HAD THE COMPUTER IN THE FIRST PLACE; HE HAD IT, THEY DENIED HAVING IT IN THEIR STORE WHEN THEY WERE CLAIMING I WALKED OUT WITH IT AS FAR AS THEY WERE CONCERNED..... I SPEND ALL THIS TIME TRYING TO GET THEM TO FIND THE COMPUTER THEY CLAIMED WASN'T IN THE STORE AND NOW THEY COME OUT WITH THIS 30 RETURN POLICY WITH ME? TELL ME HE WAS ANTAGONISTIC FROM THE BEGINNING! THEY ARE THE ONE'S IN DENIAL AND THIS IS JUST AN EXAMPLE OF WHERE OUR SOCIETY AS GOTTEN WITH REGARD TO BUSINESS AND CUSTOMERS. THEY ARE A BIG COMPANY AND CAN'T BE HURT SIGNIFICANTLY BY PEOPLE SO THEY FEEL AT LIBERTY TO PULL THIS CRAP! THEY DENIED HAVING THE COMPUTER, THEY WERE SATISFIED THAT I HAD IT WITH ME WHEN I LEFT THE STORE, THEY WOULD NOT AGREE TO VIEW THE VIDEOS OF THAT DAY TO PROVE I DID NOT LEAVE THE STORE WITH THE COMPUTER, I WAS TOLD THAT IT WOULDN'T DO ANY GOOD TO TALK WITH THE REP WHO RANG ME UP THAT HE PROBABLY DOESN'T EVEN WORK THEIR ANY MORE, ETC.. ETC... ETC.. ETC..

MY WIFE IS SCARED TO DEATH OF THESE PEOPLE, SHE CLAIMS SHE DOESN'T WANT TO GO BACK JUST TO BE YELLED AT AND MISTREATED!

THIS IS TRUTH, THIS IS REALITY THAT THEY DON'T WANT TO ACCEPT! NEIGHTHER CAN YOU OR OTHERS WHO CAN'T ACCEPT REALITY!

I'VE ASKED FOR PEOPLE TO VIEW THE VIDEOS OF THE FIRST TIME I WAS IN THERE AND THE LAST TIME I WAS IN THERE AS I'M CONFIDENT AS TO WHAT WILL BE REVEALED!

I do work for BBY and honestly COULD see the posibility of something like this happening.

If you did have them install memory it would have been installed by the Geek Squad at Best Buy. In fact you would have been asked to fill out a setup form and to have signed it. If in fact you did sign it, it's proof of the work that was to be performed. If you never signed anything and only left with a reciept I would state that you need to find a lawyer.

I'm not assuming Best Buy is at fault because this is only one side of a story. I just know that in order for best buy to keep your computer you MUST have signed something stating it was not in your posession, and that someone was "approved" to do the work you suggested.

Best Buy is a HUGE coorporation, they have many forms especially involving clients property. When left inside of a building it must be accounted for because it will never go into any inventory.

I do work for BBY and honestly COULD see the posibility of something like this happening.

If you did have them install memory it would have been installed by the Geek Squad at Best Buy. In fact you would have been asked to fill out a setup form and to have signed it. If in fact you did sign it, it's proof of the work that was to be performed. If you never signed anything and only left with a reciept I would state that you need to find a lawyer.

I'm not assuming Best Buy is at fault because this is only one side of a story. I just know that in order for best buy to keep your computer you MUST have signed something stating it was not in your posession, and that someone was "approved" to do the work you suggested.

Best Buy is a HUGE coorporation, they have many forms especially involving clients property. When left inside of a building it must be accounted for because it will never go into any inventory.

I do work for BBY and honestly COULD see the posibility of something like this happening.

If you did have them install memory it would have been installed by the Geek Squad at Best Buy. In fact you would have been asked to fill out a setup form and to have signed it. If in fact you did sign it, it's proof of the work that was to be performed. If you never signed anything and only left with a reciept I would state that you need to find a lawyer.

I'm not assuming Best Buy is at fault because this is only one side of a story. I just know that in order for best buy to keep your computer you MUST have signed something stating it was not in your posession, and that someone was "approved" to do the work you suggested.

Best Buy is a HUGE coorporation, they have many forms especially involving clients property. When left inside of a building it must be accounted for because it will never go into any inventory.

First of all i'd like to state that I'm not a "Shill" as you call it, I am a regular customer who shops at best buy constantly whether it is in Deptford or my native hometown. I know how they work, as I stated in my last post Best Buy is a company like anybody else and eats there mistakes when need be. However Best Buy will not just waive re-stocking fees just because you feel that you don't deserve one. I am sorry that your father passed, however, just because your father passed away doesn't give it a good excuse to not be keen of your surroundings. As I read this, the store went out of their way to accomondate you by doing the work "You" authorized them to do as fast as "You" requested. You knew that you couldn't afford this computer so why buy it in the first place and secondly, you stated you bought a new house in Cape May Court House, but yet you can't afford a computer. Honestly it doesn't make any sense. Another thing that doesn't make any sense is your stating that Mr. Magnus swung at you and slammed your computer on the desk. If this did happen, after reading all your complaints on this issue, you would most likely have filed some sort of legal action, but since you haven't mentioned this at all i'm going to assume you haven't. They have cameras and I am sure they would have proved your allegation if that was true. Physical contact whether he hit you or attempted too is still a crime punishable by law as well as slamming your computer down. So this never happened. Why don't you stop slandering honest working employees and re-think about this whole situation and who is really in the wrong. Let it go. You were wrong. Admit it and go on with your life.

First of all i'd like to state that I'm not a "Shill" as you call it, I am a regular customer who shops at best buy constantly whether it is in Deptford or my native hometown. I know how they work, as I stated in my last post Best Buy is a company like anybody else and eats there mistakes when need be. However Best Buy will not just waive re-stocking fees just because you feel that you don't deserve one. I am sorry that your father passed, however, just because your father passed away doesn't give it a good excuse to not be keen of your surroundings. As I read this, the store went out of their way to accomondate you by doing the work "You" authorized them to do as fast as "You" requested. You knew that you couldn't afford this computer so why buy it in the first place and secondly, you stated you bought a new house in Cape May Court House, but yet you can't afford a computer. Honestly it doesn't make any sense. Another thing that doesn't make any sense is your stating that Mr. Magnus swung at you and slammed your computer on the desk. If this did happen, after reading all your complaints on this issue, you would most likely have filed some sort of legal action, but since you haven't mentioned this at all i'm going to assume you haven't. They have cameras and I am sure they would have proved your allegation if that was true. Physical contact whether he hit you or attempted too is still a crime punishable by law as well as slamming your computer down. So this never happened. Why don't you stop slandering honest working employees and re-think about this whole situation and who is really in the wrong. Let it go. You were wrong. Admit it and go on with your life.

First of all i'd like to state that I'm not a "Shill" as you call it, I am a regular customer who shops at best buy constantly whether it is in Deptford or my native hometown. I know how they work, as I stated in my last post Best Buy is a company like anybody else and eats there mistakes when need be. However Best Buy will not just waive re-stocking fees just because you feel that you don't deserve one. I am sorry that your father passed, however, just because your father passed away doesn't give it a good excuse to not be keen of your surroundings. As I read this, the store went out of their way to accomondate you by doing the work "You" authorized them to do as fast as "You" requested. You knew that you couldn't afford this computer so why buy it in the first place and secondly, you stated you bought a new house in Cape May Court House, but yet you can't afford a computer. Honestly it doesn't make any sense. Another thing that doesn't make any sense is your stating that Mr. Magnus swung at you and slammed your computer on the desk. If this did happen, after reading all your complaints on this issue, you would most likely have filed some sort of legal action, but since you haven't mentioned this at all i'm going to assume you haven't. They have cameras and I am sure they would have proved your allegation if that was true. Physical contact whether he hit you or attempted too is still a crime punishable by law as well as slamming your computer down. So this never happened. Why don't you stop slandering honest working employees and re-think about this whole situation and who is really in the wrong. Let it go. You were wrong. Admit it and go on with your life.

First of all i'd like to state that I'm not a "Shill" as you call it, I am a regular customer who shops at best buy constantly whether it is in Deptford or my native hometown. I know how they work, as I stated in my last post Best Buy is a company like anybody else and eats there mistakes when need be. However Best Buy will not just waive re-stocking fees just because you feel that you don't deserve one. I am sorry that your father passed, however, just because your father passed away doesn't give it a good excuse to not be keen of your surroundings. As I read this, the store went out of their way to accomondate you by doing the work "You" authorized them to do as fast as "You" requested. You knew that you couldn't afford this computer so why buy it in the first place and secondly, you stated you bought a new house in Cape May Court House, but yet you can't afford a computer. Honestly it doesn't make any sense. Another thing that doesn't make any sense is your stating that Mr. Magnus swung at you and slammed your computer on the desk. If this did happen, after reading all your complaints on this issue, you would most likely have filed some sort of legal action, but since you haven't mentioned this at all i'm going to assume you haven't. They have cameras and I am sure they would have proved your allegation if that was true. Physical contact whether he hit you or attempted too is still a crime punishable by law as well as slamming your computer down. So this never happened. Why don't you stop slandering honest working employees and re-think about this whole situation and who is really in the wrong. Let it go. You were wrong. Admit it and go on with your life.

You need to read my last update more carefully. Yes I should have been aware that the rep didn't do as he said he would do. He had my card and my receipt long enough to provide a the refund minus the restocking fee and told me it would be over $300; I saw a figure over $300 on the receipt and you are right, I should have been aware that this was not the credit, I ALREADY SAID THIS! THIS DOES NOT EXCUSE THE REST OF THEIR BEHAVIORS!

The rep just held onto my card for what? To play with it? Look at my last update and you will learn what happened as I see others are only reading what they want to read.

They INSISTED they did not have the computer! Interesting how the 'Shills' don't address this! They were telling me I left the store with the computer! Nothing I could do could convince them I didn't have the computer, I asked them to review the videos and they would learn I did not have the computer. It wasn't UNITL I SHOWED UP IN PERSON and confronting the rep who rang up the purchase; after he first denied he knew me; he (the rep) then decided to admit he knew me and that in-fact I left the store WITHOUT the computer.

After all that time and instance that they did not have the computer ANYWHERE in the store; telling me about all their security measures to prevent people from leaving the store, even employees with merchandise, here when finally confronted, Magnus shows up with the Computer and Slams it on the table. Read the rest in the last update. I already owned up to my mistake, however, they have no desire to own up to theirs. There is NO EXCUSE on their part!

Now I was told by Best Buy at another location, I could return the memory sticks they (Deptford) inappropriately installed for a refund at the Deptford location. I was also told I would get a refund for the installation fee since Deptford installed the wrong sticks in the first place. Now they are apparently refusing to do this as well. I have no problem with Mays Landing people there. These people try to help you. They were helpful, however, they underestimated the willingness of the Deptford store to work with it's customers. It's like they dumped all the rejects into the Deptford Store.

I came to learn it's a District office, hence, this is why they might feel so cavalier and why they feel they can treat customers as they do. A sense of camaraderie, us against them mentality, this ain't the 1950's; so they are more into defending each other rather than helping the customer.

Even with the mistake of not carefully ensuring the guy gave me the credit as promised, there was ABSOLUTELY NO REASON to insist they did not have the computer when they knew they did, there was NO REASON for the ATTACK I RECEIVED when I returned to find the rep who rang up the sale in the first place!

I HOPE CORPORATE WATCHES THOSE VIDEOS BECAUSE THEY WILL SEE AN OUT OF CONTROL MAGNUS. THIS GUY CAME OUT SWINGING! ..."I'TS BEYOND 30 DAYS, YOU CAN'T RETURN IT......" going off on a Tangent.

As he walked away, ALL I ASKED HIM WAS WHY THE REP JUST DIDN'T CREDIT MY CARD MINUS THE RESTOCKING FEE WHEN HE SAID HE WOULD DO SO! HE WENT BALLISTIC! The video will prove I was soft spoken when I asked him this. He starts yelling for security and Police; trying to drive my Wife away from the counter (She was calm). I was on the phone with a corporate rep when Magnus got out of control and I let Magnus speak with him and he starts telling the guy we were disruptive to the business; THERE WAS NO CUSTOMERS AROUND.. We WERE QUIET. I did raise my voice once ONLY AFTER he raised his. However, THE VIDEOS will Prove that from the get-go, he was a wild man!


Also, ALL YOU SHILLS OUT THERE; PEOPLE KNOW YOUR INTEREST IS DEFENDING THE STORE NO MATTER WHAT, SO SAVE YOUR BREATH. WATCH THE STORE VIDEOS; THIS WILL REVEAL WHAT I SAY AS TRUE!

Greetins Ya'll from the land up north of Canada! Now you may be thinking why would a Canadian be replying to a message about a local Best Buy in Deptford NJ. Well friends i have family who live in Deptford and i visit from time to time. Anyway whenever i need something or my family is in search of say a new TV or new computer and i'm in town i go w/ them because i'm tech savvy and all. Whenever we go there we have the nicest time and never have any problems. the whole management team is so friendly, esp. Nick and Mike. One time i had a problem w/ my computer and i will admit i got a little flustered because i was sold the wrong product but they took care of everything and helped me get the right product and waived a restocking fee because it was there mistake. Best Buy is like every other company when they are in the wrong they eat there mistakes and do everything in there power to keep you as the customer. They are truly a remarkable company. When it comes to electronics i shop no where else! They are truly a smart friend to the consumer and help you when you need it most. Now Mitch, it seems to me that you are in the wrong completely. It seems to me from the minute you walked into Best Buy they wanted to be your friend from the get go considering Fisher put you at the top of his queue because you we're in a rush and then you go out and bash them. As i said earlier Best Buy eats there mistakes all the time and will do anything for the consumer but when you are clearly in the wrong (which you are because you flat out said you couldn't afford because your dad died. (no offense but that is the biggest load of crap i've ever heard, you still should have a sense of awareness of your monetary problems at all times no matter what the scenario is) and you want to return it of course they are going to charge you 15% restocking fee because it's already been open and worked on! Best Buy would have gladly given you back the full price minus 15% you should've taken that but you didn't. Well at least you say you did but never got it because that's right a refund was never done! Who agrees to a refund w/o getting any proof of it in return on any form of receipt. Now i'm not saying Best Buy lied to you because they don't things like that they stick by there word but why would you leave a store without a receipt that just seems like a stupid business decision on your part. And i know what your response is going to be "Well Gee Ric, i wasn't thinking straight because my dad died" As i said that is not a valid point you still should be aware of what is going around you at all the time. Now onto the part of the right memory, I've been working w/ Apple computers for quite a while now and got my memory from Best Buy for my Macbook and from the kind of memory that you described that best buy sold you it is valid memory for the computer. If you just think things through like a human being and stop demanding money that doesn't belong to you know no more, i'm pretty sure Best Buy would love to assist you. Until you decide you grow up Best Buy will not help you.

Best plan would have been just to do the charge back and been done with it their videos would have shown you never took it.

All and all both sides did a lot of dumb stuff.

You never got a refund because you never got a receipt for a refund. Instead of just leaving had you handled it calmly in the first place on the original day you would have gotten your money back(100% of it I would guess).

Either way the original problem was you bought something and paid for it, in fact leaving the store even and then changed your mind. An item that had a restocking fee. Wow who buys a laptop after their dad dies if they have to pay for the funeral.

Best Buy handled this situation badly. But sadly you caused it by being in a rush and not thinking before buying. By the rules you should have been charged a restocking fee but I figure had you been nice and polite you would have gotten a full refund.

Hey Mary:

You probably didn't get the part about how I WAS TOLD I WOULD GET A REFUND MINUS THE RESTOCKING FEE! I agree I made a mistake, but when you read the mistake you will realize the circumstances. This is something I tried to have rectified amicably, but Best Buy Deptford has no interest is such things.

I am in communications with a Corporate Customer Service Rep at Best Buy Corporate Office. She told me she would try to help me. She told me that it won't take more than 3 to 5 days, however, it's taken a lot longer; although this is not her fault. She tells me the following information is in the hands of her Supervisor and they will get back to me ASAP and that it is under investigation.

There was memory installed in the computer which they could have put in at any time during the time they had the computer; however, it was the wrong memory which would not allow the computer to work.

We still haven't used the Macbook Pro Computer because we are awaiting a resolution.

HERE IS WHAT THE CUSTOMER RELATIONS REP OF BEST BUY WAS PROVIDED:

On July 24, 2008, entered Best Buy to purchase a MacBook Pro with 4 GB RAM. I told a sales rep at Best Buy' I wanted the Macbook Pro with 4 GBs of RAM memory. He told me he would have to get one off the shelf and give it to others to upgrade the memory. Fisher attended to me. Without me even seeing the computer, they took my Capital One credit card and swiped it (charging me) for the entire purchase. I told them that I was in a rush, however, the rep told me there were others ahead of me. I asked him if I should hang around the store and wait or should I just go home and then come back. He then told me I would be better off going home and coming back later as they could not even get to the computer to upgrade it to 4GB of memory prior to 45 minutes at the very least. He told me that I could pick up the computer in about an hour and this would be rushing the job. He was required to attend to others who were there before I was.

After making the purchase my wife and I had a brief discussion. She made me aware of expenses we were incurring relative to the death of my Father on July 21, 2008. From the time we left the counter, to the time we returned only lasted about 5 to 10+/- minutes or so. My wife and I returned to the counter and informed the rep, Fisher, that we cannot afford the computer now, we had to use the funds toward my Fathers Funeral. My wife had to convince me in that short time period that I was making an irrational decision buying the computer when we need that money for my Father's funeral. The rep or manager sighed and made a facial grimace in apparent disgust. He belligerently told us that it's too late to get all our money back, that they had already opened the computer and there's a restocking fee.

Note, that he had just got done telling us that he COULD NOT' get to my computer for at least 45 minutes, that this was rushing it as other jobs were ahead of mine. He was doing me a favor by getting to it after 45 minutes. The part about why I requested a refund apparently did not register in his brain as it elicited no response; not an expression of remorse or even a care. I spoke quite clearly and he said nothing about this. I reminded Fisher that he told me he COULD NOT get to the computer for at least 45 minutes and there were others ahead of me and his only response was, Do you know how hard it is too sell computers after they've been opened. Had the rep not given me such a negative tone of voice with negative words, I would not have gotten angry in return.

My wife and I would not have believed it had we not heard this with our own ears! We actually turned our heads to each other in disbelief at the callousness of the response. However, I can't say I was that surprised, because of seeing both him and Michael Magnus, Deptford Best Buy, overreact to customers in the past. There appears to be an attitude of us versus the customers' in Deptford. They seem at ease with knowing they are able to express anger with customers because it's an accepted practice and part of their camaraderie; taking one another's side despite the actual circumstances at hand.

I naturally got angry at Fishers response and told him I was not responsible for them going against their own word by opening the computer up sooner than they had indicated they would and that I would take this up with my credit card company. I raised my voice with him and he replied, Are you getting loud with me, are you getting loud with me? Ok, you have to pay the restocking fee. This seemed to have implied that had I not gotten loud with him, maybe he would have changed his mind. Even if he could not go against policy, it seemed like he wanted to show me he had control over me and the situation and that indeed he was able to make such a decision and decided against me because he thought I should not react to his initial reaction and negative response. Not one word of condolence or the slightest care was uttered relative to the fact that I needed the funds to go toward my Fathers Funeral Expenses.

Firstly to consider is that we never laid eyes on the actual computer; we just knew I was purchasing a Macbook Pro. One rep was going to get the computer and bring it to others to upgrade the memory. How can I be charged a restocking fee' when I never had the computer in the first place? Not once did he even offer to show me the computer I was purchasing was opened. What happened to all those jobs that were ahead of mine? They disappeared miraculously once I returned only minutes later?

I never even saw the computer I was supposedly purchasing. I never had anything to begin with for them to restock. They never showed me that the actual computer I was purchasing was the one opened. Fisher was so quick to tell me of my punishment for canceling the order, that he took no consideration for the reason for my return.

When I requested they provide a refund I gave Fisher my credit card and receipt. He had possession of these materials during our discussions over the restocking fee. I then told him, go ahead and credit my account I will dispute the restocking fee with my credit card company. Fisher told me the restocking fee would be over $300. Minutes later he handed me back my credit card and receipt. I was distraught at the time over losing over $300 right away, especially when I needed the money for my father's funeral. I glanced at the receipt and noticed the sum of $379. I regrettably assumed that this sum was the restocking fee and then my wife and I left the store.

I then wrote to my credit card company disputing the restocking fee. My entire letter discussed this restocking fee and only this fee; which can be verified by my credit card company. My credit card company temporarily took the balance off of my account until the matter would be resolved. They took the entire cost of the computer, installation of memory sticks, the cost of the memory sticks and the cost of the warranty; the full amount off of my statement until the dispute could be resolved. I was told by my credit card company that if the Seller did not respond within 45 days the matter would be closed. It did not say business days' it just said 45 days. 45 days had gone and past and I thought the matter had been resolved. However, I noticed the entire amount was re-billed on my credit card statement on October 6, 2008.

I visited Best Buy October 18, 2008. I spoke with a representative named Tyler. Tyler looked in the records and noted that the computer in question was absorbed' or 'burned' into their inventory.' He spoke with the acting Manager and then related to me that another' Manager, Nick, would have to process the credit. Tyler noted that there would be No Problem' crediting my account since the computer in question was absorbed into the inventory. Tyler told me that Nick would call me the following Monday to process the credit and there would be no need for me to come back in to the store. However, Monday came and past and Nick failed to call.

~Wednesday, October 22, 2008
I spoke with Nick via phone; Deptford Best Buy. Nick told me that the computer is not in the building. He informed me that their physical assessment checks out, there are no pluses, no minuses, everything checks out. I informed Nick that the store has cameras set up and I suggested they view the footage on July 24, 2008 and they will see I did not leave the store with the computer. He did not respond to this request, despite being asked about it a number of times. Nick was telling me that Tyler did not say the computer was absorbed into the inventory as he has no way of knowing this; only he, Nick, can find this out. Nick says he got an email from Tyler to check into it as he is the only one who would know whether it was absorbed into the inventory, nevertheless, this is what Tyler said, whether he meant to or not; this was his words. Nick related that he sees the computer was paid for and there is no reason not to believe the computer did not leave the store with me. I was also informed that no one, not even employees who work there can walk out with a computer without being detected due to their security measures and system. I made the analogy to how people make it through airport security.

I told Nick that I would come in and stand there personally with the rep who rung up my purchase and assured him that this rep would remember me and that I want him to tell me in front of Nick that I walked out with the computer. I have my wife as my witness as well. He said he would look up the rep that corresponds with the number on the receipt, but he might not be employed here anymore, he doesn't think it will get us anywhere. Nick indicated I had no proof I did not leave with the computer.

At this point in time, it is clear that no one at Best Buy, Deptford would either provide a refund credit and they were indicating that I had left with' the computer and as far as they were concerned, it was a done deal; the matter was closed.

October 23, 2008
I go to Best Buy and I ask them to tell me who the representative is who's number is on my receipt. They would not give me a name, however, we saw him walking around in the back. I asked if he remembered me, he said, "No." I said, yes you do. He took offense to me insisting he knew me and behaved angrily. He then looked at the receipt and admitted he knew us; my wife and I. This is when I finally learned his name is Fisher. He finally acknowledged, to his credit, that we DID NOT leave with the computer. Recall prior to this Nick had indicated that there was nothing out of balance with their inventory, no extra computers no missing computers, not on the shelves, not in stock, not anywhere in the store.' If I did not find Fisher in-person, I would never have been able to get them to admit that I did not leave with the computer.

They stood around for several minutes trying to figure out what they should do looking dumbfounded. Another manager/rep finally took this information regarding my wife and I leaving the store without the computer', along with my receipt to the apparent head Manager, Michael Magnus. Approximately 10 to 15 minutes later, this bellicose loud mouth person comes storming over to the counter (Michael Magnus) and 'LOW AND BEHOLD' what does he have in his hand, THE COMPUTER (Macbook Pro)! He slams the computer down on the counter and says he's been holding this since we walked out and there are no returns because it's been over 3 months." I never had the computer to begin with, I never even saw the computer and it's been disputed during the entire time so the 30 days clause is not applicable. Magnus was aggressive from the get-go!

Note, I returned the computer (in fact I've never seen this computer from the beginning) the day I bought it and they were suppose to credit my credit card and failed to do so (as previously indicated). Magnus wasn't even present when they were suppose to credit my account and insists that they weren't suppose to credit it saying I did not request this. Magnus showed up after-the-fact and insisted something did not happen when he wasn't even present to make such an observation. He was just trying to protect his employee instead of taking care of his customer. Does it make sense for me to dispute a charge involving a restocking fee with my credit card company (which I can prove) had I not been lead to believe my credit card was credited minus the restocking fee?

How did this computer suddenly appear when I had been previously told over and over again that their inventory balanced out? They wanted me to lose the computer and my money. When they were forced to present me with the computer, I told Magnus that Fisher said he would only credit the cost of the computer minus the restocking fee on July 24, 2008; this occurring out of the view and ear-shot' of Magnus. Magnus started yelling telling me that he remembers the entire incident, even to the point that I started walking out of the wrong door of Best Buy. He was yelling about how I abused his employees, etc... I called up the Best Buy Corp and was put on the phone with a Supervisor. While I was on hold waiting for the transfer to the Supervisor, I saw Michael Magnus and with a low tone of voice I asked, "Why didn't Fisher just credit the amount of the computer minus the restocking fee when they were suppose to?" Then he started yelling that (despite not being there when I was told about the credit minus the restocking fee) it never happened, then he started ordering my wife and I away from the counter or he'd call the police. We weren't being disruptive at all.' He reacted as soon as I asked him why Fisher just didn't credit my account when I asked him to.

When the Supervisor from Best Buy Corp got on the phone, I let him speak with Magnus and Magnus started saying that my wife and I were disruptive to the business, etc.. etc.., yet there wasn't one customer standing by the counter at the time, we were quite, I yelled one time in response to Magnus yellowing only and we weren't disrupting anything or anyone; there was no customers there. Aside from yelling one time in reply to Magnus's yelling, we were the calm one's he was running around like a Mad Man! He then ordered us out of the building saying that he'd get the police to get us out but that I'd better take my computer with me because he won't be responsible for what happens to it if we leave it there; that he doesn't have to watch it or keep it there; he said that I will lose my money and the computer.

I spoke with the Supervisor on the phone and he told me not to worry, just take the computer and leave the store and he would work with me to settle this matter. I trusted he would help me in this situation yet when we left and continued to talk with him, he then said there was nothing he could do, no one would indicate that they were suppose to credit my card minus the restocking fee. I hope that if the same Supervisor takes on this case to help me, it not be the one who I spoke with previously unless he is willing to be fair and reasonable with us.

Magnus FORCED us to leave with the computer otherwise we risked losing our money and the computer and we would have nothing. When asking about installation charges and warranty papers, and that we want to open the computer to ensure it at least works, however, he told us to leave his store and take it to another store. The reason for this became clear when I describe below what transpired at the Mays Landing Best Buy store. To continue, Michael Magnus then yells out that he wants it on video that I left with the computer. Those video tapes would prove that he was the one who was out of control, not us. Interesting how they didn't do anything to acquire the video from the date of my original purchase.

During this whole process, my wife and I were preparing to move to a new home about an hour and a half away from our old home in Somerdale, NJ. We moved to Cape May Court House, NJ November 14, 2008. This past week we received a letter from my credit card company denying my refund because, they say, I walked out of the store without the computer and without a receipt indicating the credit that I was suppose to receive. I had to decide what to do. I could resend another dispute indicating the truth that Fisher indicated he would give me the credit minus the restocking fee but did not; that I was too distraught to know that the $379 listed on the receipt wasn't the restocking fee, but rather just one of the original charges I incurred, I believe for the warranty. Fisher just handed me back my credit card and receipt without the credit and I didn't realize it.

My other choice was to at least make use of the computer as I was, and am tired of having to fight this battle. I just assumed it would be a he said / she said' case where no one at Best Buy cares what actually happened. Therefore, my wife and I decided to visit the Best Buy in Mays Landing, NJ which is closer to our new home. Monday, November 29, 2008. We never opened the computer box Magnus slammed on the table as we knew we would have trouble returning an opened computer. Instead, we chose to have someone at the Best Buy Store in Mays landing open it. We were concerned the computer would be broken or not work because of Magnus slamming it on the countertop and because we simply don't trust what they may have done with the computer.

At the Mays Landing store I informed Raymond of the situation. Raymond took the computer out of the box for the first time since we've had it and brought the computer to the back where Foster opened it and tried to boot up the computer. Foster could not boot up the computer. He opened the computer to see what memory was installed. Foster noticed that Corsair Memory was installed by Deptford Best Buy and Foster knows that this memory will not work with the Macbook Pro. No one in the Best Buy Mays Landing store could find the old Macbook pro memory in the box that Best Buy Deptford, NJ was supposed to include with the computer. They informed us that this memory, Apple memory, is needed because were Best Buy required to ship the computer for service to Apple Computers, Apple will not service the computer without the original memory installed. As indicated, this box was opened by Raymond in Mays Landing, NJ not by my wife or myself.

We were told at Mays Landing Best Buy that the computer would not work without the right memory and that they would sell us the correct memory and install it for us. I told them that I do not want to do this unless I know I will be able to acquire a refund for the memory we purchased and the installation fee. I told them that they may try to claim that I need to have this done within 30 days after purchase, even despite the fact that I did not have physical contact with the computer until late October or early November. Raymond, Beverly, Jordan all assured us that we would have up to a year to return memory for a monetary refund and there would be no problem with this because it is wrong memory for this computer. They also said that we would be refunded the installation charge as they, Deptford, NJ Best Buy, installed the wrong memory. I indicated that I would not purchase the items unless I knew I would get a refund for the other items. Mays Landing reps, Raymond, Beverly, Jordan indicated they could not provide the refund; Deptford Best Buy would have to do this and they would do this. My wife suggested we not do this because she doesn't trust anyone at Best Buy because of how they've treated us all this time and no one cares. She was brought to tears over this.

We did as instructed, and spoke with Brian Smith at Deptford, Best Buy and he refused to give us a refund. He then indicated he would provide a store credit and would not refund the installation fee, despite installing the wrong memory. He also indicated that they do not have the original memory with the Macbook Pro and we'd have to buy it ourselves. They were suppose to put it in the box with the Macbook Pro. The computer was opened for the first time by Raymond at the Mays Landing, NJ store and there was no Apple memory.

Sunday, November 30, 2008
I spoke with Jordan at ~2:00pm. He expressed disbelief that we were having the trouble we were having. He suggested I speak with Raymond. I spoke with Raymond. There was a Deptford manager in the Mays Landing store. Raymond told me that this manager was emailing Kenny Vaughn in the Deptford, NJ store to allow us to return the memory sticks and acquire a full monetary refund for installation and the cost of the memory sticks. He related that we do not need Apple memory for servicing and if it came to a point where the computer had to be replaced, it would be replaced with the same amount of memory that would be in the computer being services. I was informed by Jordan that there is a District office in the Deptford store location. This might explain the cavalier attitude as though they can behave anyway they want to without fear of retribution. How did they get to the point of feeling so empowered and so in control that they there is no longer a need to hold on to past business practices which created the slogan, The Customer is always right.

I called Deptford to confirm this, however, he had left for the day.

What result would we like:
We would like to return the computer for full monetary reimbursement or in the worst case scenario to return money for installation and for installing the wrong memory. Considering what we went through, I would truly appreciate a full monetary refund. I would also like to see Best Buy reassess the working conditions in the Deptford, NJ store and why they feel so at liberty to treat customers as they do. There is a big difference between the Deptford store and the Mays Landing Store.

REMEMBER: They tried to keep both the computer and the money until I cornered them in-person!


Respectfully,

.


New UPDATE: We finally got a hold of K. Vaugh in Deptford Best Buy who agreed to refund the cost of the memory, but NOT the cost of installation despite us being told in Mays Landing Best Buy we would get a refund for this as well. There is an apparent dispute between both stores as to whether the original memory installed was compatible or not. Mays Landing store sold us the new memory, plus installation charge because the computer would not boot-up with the memory that was already installed. They charged us for the new memory and the installation. Best Buy Deptford, K. Vaughn, will not agree to refund the installation fee insisting the memory is good for the computer (you can clarify this with him), however, the computer did not boot up when they tried to start it in the Mays Landing Best Buy store. We want a full refund for everything we spent and to return the computer which we have not used. We only allowed Mays Landing Best Buy to set it up, but we haven't used it since.

I have two words for you...customer abandoment. You really think a company is going to hold on to your product in their store and wait around for you to come pick it up. If you leave your car on the side of the road broken down what do you think eventually happens. THEY TOW YOUR CAR!! You aren't going to be able to come back to the same spot in 3 months and expect your car to be there. And good luck finding where they towed it to. It's the same concept. You ABANDONED that product. You should have just taken back what you could get back and disputed the rest of the charge later. You are really dumb for leaving all of that money in the hands of someone else. Best buy isn't responsible for your crap...that computer was long gone and best buy had every right to get rid of it if they did. You should be a little smarter with what you do with your money and not throw around blame. If I worked there I would have pointed you to the door when you came in in October with a reciept marked from July and asked where your product was. I mean come on.

Let me start off by saying, I have worked in retail for over 10 years and I was not there when this incident occurred. And by going on what you have reported here, the responsibility here is yours. I am sorry, but you do not seem to be credible in your statements. Even in your rebuttal to someone's rebuttal, you do not pay attention to what they have written. It seems to me that you read and hear what you want to.

So let me ask....

When you left the store assuming that you would be charged a restocking fee, did you have your receipt of the refund minus the restocking fee? If not, why would you leave? Why would not want your money charged back?

Did you think it a good idea to go into a store and demand to know who an employee was? Retailer do not divulge that type of information in a haphazard manner. Especially if you went into the store in an aggressive fashion. They do not know who you are, or your intentions. This also goes to prove my point about you seeing what you want. You do not remember the person who sold you a major purchase?

You get mad at a store that was trying to provide good customer service at your time of purchase. You told them that you were in a hurry, and then you get mad when they make the upgrade of your computer a priority? So the store was trying to facilitate your needs and you accuse them of lying to you. I am not following your logic here.

Did you think that by insulting the people involved, and by making demands, that you would get your way? This is not the path to getting your problem resolved, or explaining your story in a coherent and cognitive way.

Do you often find yourself the victim of things such as this? Do you ever take responsibility for your own actions and words, or do you just claim that everyone is against you?


With 'reports' like this, it makes it difficult for people with legitimate complaints to get themselves heard. And it makes it difficult for people to find the pertinent consumer information that the need.

Sir if this is a regular occurrence with you, I suggest that you reevaluate yourself.

Let me start off by saying, I have worked in retail for over 10 years and I was not there when this incident occurred. And by going on what you have reported here, the responsibility here is yours. I am sorry, but you do not seem to be credible in your statements. Even in your rebuttal to someone's rebuttal, you do not pay attention to what they have written. It seems to me that you read and hear what you want to.

So let me ask....

When you left the store assuming that you would be charged a restocking fee, did you have your receipt of the refund minus the restocking fee? If not, why would you leave? Why would not want your money charged back?

Did you think it a good idea to go into a store and demand to know who an employee was? Retailer do not divulge that type of information in a haphazard manner. Especially if you went into the store in an aggressive fashion. They do not know who you are, or your intentions. This also goes to prove my point about you seeing what you want. You do not remember the person who sold you a major purchase?

You get mad at a store that was trying to provide good customer service at your time of purchase. You told them that you were in a hurry, and then you get mad when they make the upgrade of your computer a priority? So the store was trying to facilitate your needs and you accuse them of lying to you. I am not following your logic here.

Did you think that by insulting the people involved, and by making demands, that you would get your way? This is not the path to getting your problem resolved, or explaining your story in a coherent and cognitive way.

Do you often find yourself the victim of things such as this? Do you ever take responsibility for your own actions and words, or do you just claim that everyone is against you?


With 'reports' like this, it makes it difficult for people with legitimate complaints to get themselves heard. And it makes it difficult for people to find the pertinent consumer information that the need.

Sir if this is a regular occurrence with you, I suggest that you reevaluate yourself.

I feel there is something missing here. You do see where their coming from right? They have a receipt with your signature saying you bought it? When the GM said he was going to call the police. You should've have gone to the parking lot and called the police on him. Seriously. IF you were not raising your phone he had no reason to say that. AND if you're being honest about your attitude and you NEVER cussed out any employees ever then yes, that's what I would've done. BUT, at any time if you ever cussed out ANY employee they do label you as a threat. Contact an attorney. I've never heard of anything like this but, sounds like a rogue GM here. Why are they so afraid to pull up the tape? That DOES sound strange. It doesn't take that darn long & they've already gotten a call from corp about the situation so, they need to clean it up or they'll get in crap for it.

1. Mitch, you wrote: Another sales rep (or manager) at the cashiers desk attended to me. Without me even seeing the computer, they took my Capital One credit card and swiped it (charging me) for the entire purchase.

What do you mean 'they took my Capital One credit card'. Did they take your wallet from your pants pocket and then take the credit card of the wallet? No, you gave the Best Buy cashier your credit card. Why did you give him your credit card without the Apple MacBook Pro in your possession?

Reply: You need to let language be as it is, I did not mean to infer they stole my wallet. I was simply indicating they charged me for the computer.

2. If you were 'in a rush' and you did not have time to study the computer, pricing, and Geek Squad work, why did you go into the store?

Response: I'm not sure what you are getting at here. I was told to come back in an hour so they had time to work on other computers ahead of mine as they could not not get to it for at least 45 minutes. I returned minutes later and they told me the computer had already been opened so they had to charge me a restocking fee; they said they would credit my card.




3. You wrote: After making the purchase my wife and I had a brief discussion. She made me aware of expenses we were incurring relative to the death of my Father on July 21, 2008.

Okay, let me get this straight, your father passed away three days ago and you go shopping for a new Apple MacBook Pro (not the most affordable laptop compared with Windows OS laptops) and you wife has to remind you that you cannot afford the roughly $2000 ($1599 - laptop, $279 4GB laptop memory, $38 - Geek Squad labor to upgrade memory, $? - New Jersey sales tax).

Response: She said, Mitch I know your mind is everywhere since your father died and I think you are making decisions without thinking; your depressed and you are just spending money without thinking.

My father was my best friend, I was destroyed by the event; yes, I should have realized what I was doing, I was in a cloud, however, they should have refunded my money as I returned within minutes and at this point my dispute was over a restocking fee; they claimed they would credit my account and did not. I


4. So if I understand your story, you left the Best Buy on 07/24/2008 without a new Apple MacBook Pro with 4GB Simms, but on 10/23/2008, the store 'FORCED' you to leave the store with the computer and memory sticks still in the sealed packacking.

Response: You care confusing two different events. Initially I left without the computer assuming they were going to charge me a restocking fee. They claimed to my credit card company that I purchased the computer and did not tell them that I left without the computer; implying I had the computer when I did not. Later on, if you read the updates, you will learn that Michael Magnus had the computer the entire time while everyone was claiming they had no computer; physical assessment failed to yield any discrepancies. This was told to me time and again and it was only after I appeared there in person and unannounced where I could corner the guy who range me up to admit that I left the store without the computer; then Michael Magnus comes out with the computer maybe 15 minutes later or so. They tried to make it look like I left the store with the computer and also charged me for it.



4. I just checked Apple.com and now Apple is promoting their new version MacBook Pros starting at $1999 so you would saved money at Best Buy, but you could save $279.99 for the 4GB memory sticks at Best Buy and the Geek Squad installation charge by buying the 4GB memory from eBay.com for as low as $79 and installing the memory yourself. You did not state the Best Buy prices for the MacBook Pro and the 4GB memory. I just checked bestbuy.com and the MacBook Pro (2.4GHz, 2G RAM, 200GB hard drive) is priced at $1599 and the 4GB PC2-5300 DDR2 SoDIMM Laptop Memory Kit is priced at $279.99.

My conclusion: This story is bizarre from your actions and the store employees' actions.


I highly doubt one of their Geek Squad members would have stopped their current repair/upgrade job to open up your new laptop to replace the memory sticks.

Response: Correct, so they lied about that; additionally note that when I returned much later and corned them by pointing out the person who rang up the purchase who had to admit I did not leave with the computer, they had to give me the memory cards I purchased. Their system said they have 6 in stock, the store actually had 8, but they were packaged, so they did lie from the beginning about installing them in the first place. They tried to get me for a restocking fee initially.


If you wanted the laptop and they indeed had started the memory upgarde, you should have waited for the upgrade to be completed. Apple's website provides instruction on MacBook Pro memory upgrade and the procedure takes only a few minutes.

I DO NOT want the lap top, the expenses incurred are too great for me now and I wasn't thinking clearly when I agreed to purchase it in the first place. I think it was sort of like a means to make myself feel better under horrible circumstances until my wife talked some sense into me.

ANOTHER UPDATE

Best Buy & Michael Magnus Lie To my credit company. They say that I signed the receipt to purchase the item and do not make one mention that I don't have the computer. They make it look like I walked out of Best Buy in Deptford, NJ with the computer, but as the reader will see, I did not.

Saturday, October 25, 2008

When this is read, it will become clear that Best Buy, in particular Michael Magnus the Manager of Deptford, Best Buy, tried to get me to pay for a computer I never had and then keep the computer that he knew was in the store. This is no exaggeration and the following proves this. Best Buy kept denying having the computer in the store or in their inventory, yet they had it all the time. Once they were forced to reveal the computer in the end, as I found the original representative who rang the purchase up, they then put me in a position in which I either leave the Best Buy Store with the computer and have something for my money or I leave without the computer and lose both the computer and the money.

Michael Magnus gave me these choices saying that he is not responsible for what happens with the computer once I leave the store. He was claiming that my wife and I were being disruptive to business despite just standing around in an unoccupied area. He was yelling out to get the police as we were being disruptive. There was no one at the counter, and we weren't running around screaming; he was and the videos for that day can prove this if the videos have audio. The reason why I left the store with the computer is that I had a Best Buy supervisor from Corporate on the phone telling me I should do as the Manager says and leave the store with the computer and he'd work something out with me. However, once out of the store he only stated that he spoke with other Best Buy employees and no one else recalls anything being said about crediting my card and there was nothing more to do and he hung up on me. The Best Buy Supervisor from the corporate office, over the phone, encouraged me to leave with the computer making me believe he'd work with me and Michael Magnus was threatening to take the computer or lose it all. He also stated to ensure this is on video to prove I left with the computer. As of this date, I had not opened the taped up box which supposedly has the Macbook Pro I purchased (the first time I ever saw it and it's in a taped up box). I don't even know if the computer we originally were purchasing is in the box; it could be a completely different computer and judging by the behavior of Michael Magnus, it could be a broken computer, especially considering he slammed it onto the counter top when he appeared with it. I don't want to open it until I find out how this case will ultimately resolve, yet I don't want to be responsible for it if this takes a long time to resolve and the computer is somehow defective or similar.

Details: Please Read All: Wednesday, October 22, 2008 ?

As previously noted, I spoke with Jasmine from corporate on the above noted date at the Best Buy Corp, who was the only one who seem to care about my situation. 1-888-Best Buy. I related the entire event to her. I reiterated what I said to Nick, Deptford, NJ store, one of the managers on duty, this morning that I would be happy to come in and meet with him and the person who rang my purchase up. The person who rang up the computer is identified by a number on the receipt and thus far no body has supplied me with the name of the person who range me up and no body has agreed to meet with me in person to have the person who range me up stand in front of me and say what happened. (I later found out the rep was Fisher).

I told Nick I want the person who rang up the purchase, to say whether I left with the computer or not. Jasmine spoke with Brian, the Manager on Duty at Best Buy Deptford, NJ. Jasmine was informed by the Manager On Duty, Brian, that 8 memory sticks/cards were on the floor as discovered via physical assessment and only 6 showed on the system. Why couldn't Nick find this earlier? I was having 2' sticks of memory inserted into my computer. This discrepancy proves that I did not walk out with the memory sticks/cards or the computer. ??It also proves that they were never installed to begin with as originally claimed because they only had packaged memory sticks/chards (more on this to come).

Jasmine informed me that they haven't been able to establish the same discrepancy with regard to the computer yet, I was told I should call Nick tomorrow and check with him for any adjustments that were made regarding the computer back in September or prior to September, however, I told her Nick already told me that everything checks out. Now, if a computer is ultimately found in the store, then we know this is a LIE, AND guess what, it turns out to be a lie! Nick had already told me previously there were no +/-s in the inventory it checked out, and nothing found via physical assessment, but I was instructed to call him again.

Best Buy claimed they have no proof I did not take the computer, which means that I have to prove that I did not take the computer; they don't have to prove that I did take the computer.

Jasmine informed me that employees are checked for supplies before they leave the store. I had previously argued that the nations airport misses things upon inspection. Someone could have taken the computer out a back door, had it concealed somehow, placed it in a complete different location in the store. I requested they examine Video Footage of July 24, 2008 and to see whether I left with the computer. They have cameras everywhere in there. ?I explained I NEVER RECEIVED THE COMPUTER! Note, they still argued that their inventory checks out, their physical assessment checks out, there are no discrepancies; which means that if a computer shows up, they lied!

Please note all of this effort to convince me that the computer is not in the store. Nick showed no interest or desire to provide any assistance whatsoever; all he knew is that the computer was not in the store.



October 23, 2008?

I surprised Best Buy Employees by personally going to Best Buy, Deptford, NJ and I ask them to tell me who the representative is who's number is on my receipt. They would not give me a name, however, my wife and I saw him walking around in the back. He caught a glimpse of us and tried to scurry away; but I called to him. I asked if he remembered me, he said, 'No.' I said, yes you do. He then looked at the receipt and admitted he knew us. This is when I finally learned his name is Fisher (sp?). He acknowledged to his credit that we DID NOT leave with the computer but he did so with great hesitation. They just stood there not knowing what to do, so one of the reps went to seek out the Manager Michael Magnus.

Recall prior to this Nick had indicated that there was nothing out of balance with their inventory, no extra computers anywhere throughout the store, no missing computers throughout the entire store. ?they did everything possible to leave me with the bill for the computer and to leave me without a computer. All of a sudden this bellicose loud mouth comes storming over to the counter (Michael Magnus) and 'LOW AND BEHOLD' what does he have in his hand, THE COMPUTER! How is it they could not find it previously? He slams it down on the counter and says he's been holding this since we walked out and there are no returns because it's been over 3 months.' If he's been holding it, then why didn't he provide it earlier? He's the main Manager, he doesn't know what's going on by now? Note, I never even saw the computer and I told them I don't want it, therefore, it was returned, if you will, the day I bought it and they were suppose to credit my credit card and failed to do so. Mangus wasn't even present when they were suppose to credit my account and insists that they weren't suppose to credit it saying I did not request this.

Does it make sense for someone to dispute a charge involving a restocking fee with his credit card company had he not been lead to believe it was credited? Capital One should go back in their records and see what I was originally disputing. How did this computer suddenly appear when they had previously told me their inventory balanced out, on the system and via physical assessment? They wanted me to lose the computer and my money. ??I told him that Fisher said he would only credit the cost of the computer minus the restocking fee an this is what we were arguing about form the beginning and this low class loud mouth Magnus was doing nothing but yelling telling me how I abused his employees, etc... . How am I abusing employees when minutes after they swiped my credit card I tell them I need the money for my Father's Funeral instead?

This is when I called up the Best Buy Corp again and provided the case number provided to me by Jasmine. I spoke with another rep who put me on with a Supervisor. While I was on hold waiting for the transfer to the Supervisor, I saw Michael Magnus and with a low tone of voice I asked, 'Why didn't Fisher just credit the amount of the computer minus the restocking fee when they were suppose to?' Then he started yelling that that it never happened, (despite not being there when I was told about the credit minus the restocking fee). Then he started ordering my wife and I away from the counter or he'd call the police. ??He went Ballistic. When the Supervisor from Best Buy Corp got on the phone, I told him his Manager was trying to kick us out of the store and wasn't trying to resolve our issue. I let the Supervisor speak with Magnus and Magnus starts saying that my wife and I were disruptive to the business, etc.. etc.., yet there wasn't one customer standing by the counter at the time and we weren't yelling. I yelled one time in reply to his yell and that was it. Again, listen to the audio portion of the video they have.

We were the calm one's he was running around like a Mad Man! He yelled out that he remembers everything even me walking out of the exit door instead of the normal exit. Recall, I ony returned minutes to the counter to cancel the order and was told the computer was already opened. I cancelled the order to help pay for my Father's funeral and this was nothing' to him.

Magnus then ordered us out of the building saying that he'd get the police to get us out but that I'd better take my computer with me because he won't be responsible for what happens to it if we leave it there; that he doesn't have to watch it or keep it there. I spoke with the Supervisor on the phone and he told me not to worry, just leave the store and he would work with me to settle this matter. I trusted he would help me in this situation yet when we left and continued to talk with him, he then said there was nothing he could do, no one would indicate that they were suppose to credit my card minus the restocking fee. They FORCED us to leave with the computer otherwise we risked losing our money and the computer and have nothing.

Michael Magnus, Deptford, NJ, Best Buy, then yells out that he wants it on video that I left with the computer. Those video tapes would prove that he was the one who was out of control, not us. Interesting how they didn't do anything to acquire video from the date of my purchase. They tried to get us to leave without the memory sticks we purchased, they refused to give us a refund of these sticks, so they eventually gave us sealed sticks of memory; but we still paid for the installation which WAS NOT DONE!

I thought those sticks were installed on my computer, why are they packaged? Why aren't they in the computer that I supposedly purchased? They did not install them as claimed from the beginning after-all. So they were lying about opening the computer from the beginning as I suspected and this is why they did not show me the computer was already opened in the beginning; it was only minutes after swiping my credit card that I returned; he insisted he could not get to my computer for at least 45 minutes as others were ahead of me and this would in-fact be rushing it.

Upon my forcible exit with the computer, again, I still don't know if it's the one I purchased or whether it even works, I asked about the warranties we paid for and they said to take it to another Best Buy Store. People, customers expect to find someone who actually cares about treating customers properly, however, there is an apparent tendency to treat fellow employees as family and therefore, their bias leans toward those they are familiar with or those who are their colleagues. They believe who it's easier to believe and forget the customer.

THESE PEOPLE HAVE NO REBUTTLE! THEY DON'T CARE ABOUT THE TRUTH, THEY DON'T CARE ABOUT ANYONE! DON'T DO BUSINESS WITH BEST BUY! Michael Magnus is OUT OF CONTROL and I would bet he's had complaints forged about him in the past! HE SHOULD BE FIRED!

first some background.. being an Ex-Geek agent we had a similar situation happen at my store.. customer has purchased a new Laptop with RAM + security software install... it was promised to be completed in 2-3 hours but the store got busy.. customer stopped in to pickup.. it wasn't ready and he wanted a full refund of the $2000 he paid.. store told him thier would be a 15% restock fee ($300) + the software ($60) had been opened and therefore couldn't be returned + geek squad labor ($50) is never returnable..

The mistake you made was getting emotional ... or even discussing this situation with best buy management... you attempted to have a "court case" in the middle of the store.. trying to get employee "A" to testify that he saw you leave without a PC.. (with the risk of being fired) or that manager B said that manager C agreed with you etc... asking the store to voluntarily (which they will never do) give you thier videotapes or inventory records - your wasting your time

The solution (for the future) is very simple.

if you would have simply said.. I am not taking the laptop and walked out of the store, then filed a chargeback with the credit card company.. (maybe file a police report for good measure as the bank requires you sign a sworn statement that the claim is true) that they charged your credit card but you didn't get any PC.. Best Buy would have needed to prove you actually left the store with it.. if they would have said .. oh we have it here... waiting for you to pick it up... you WIN the chargeback.. as they agree you never got the product.. (just a note... best buy policy is to ask any customer with a large purchase to physically stop before leaving to check that the reciept matches what the customer has and then place a mark on the reciept to confirm the customer has left with the item) - this is



even when you went back to the store ... you were NOT FORCED to take the laptop.. (did the store manager place a gun to your head? or theaten you with violance, if so did you call 911? answer NO) - even if the Best Buy manager refused to give a refund and "was not responsible for what happened to the unit if you left the store today without it" the truth is Best Buy has an offical Customer abandonment policy.. they can't simply throw the PC away, or place it back on the sales floor.. they need to send you a letter via UPS Delivery signature to your home address -stating if you don't pick it up in 30days they will throw it away.... GOOD NEWS! present that letter to your credit card company with Best Buy admitting that you never got the PC & you win the ChargeBack..

unfortunately you have the PC.. so your going to have to contact your credit card company and cancel the chargeback or you could face fraud or shoplifting charges.... especially if Best Buy shows a video of you walking out of the store with the Laptop..(and the money was refunded to your credit card and therefore not paid for) You CANNOT get a refund & keep the PC for FREE..- your so far into this situation, I'd get some legal advise from an attorney..


how to get a partial refund.. (if you decide against legal action)

if you purchased a best buy extended Warranty plan.. and it's never been used.. you can either take the reciept into another best buy store and return it.. (refund pro-rated after the first 30days) or if you don't want to deal with going to the store write a letter to Best Buy corporate office with the PSP# , copy of your reciept etc and they will mail a refund check

1. Mitch, you wrote: Another sales rep (or manager) at the cashiers desk attended to me. Without me even seeing the computer, they took my Capital One credit card and swiped it (charging me) for the entire purchase.

What do you mean "they took my Capital One credit card". Did they take your wallet from your pants pocket and then take the credit card of the wallet? No, you gave the Best Buy cashier your credit card. Why did you give him your credit card without the Apple MacBook Pro in your possession?

2. If you were "in a rush" and you did not have time to study the computer, pricing, and Geek Squad work, why did you go into the store?


3. You wrote: After making the purchase my wife and I had a brief discussion. She made me aware of expenses we were incurring relative to the death of my Father on July 21, 2008.

Okay, let me get this straight, your father passed away three days ago and you go shopping for a new Apple MacBook Pro (not the most affordable laptop compared with Windows OS laptops) and you wife has to remind you that you cannot afford the roughly $2000 ($1599 - laptop, $279 4GB laptop memory, $38 - Geek Squad labor to upgrade memory, $? - New Jersey sales tax).

4. So if I understand your story, you left the Best Buy on 07/24/2008 without a new Apple MacBook Pro with 4GB Simms, but on 10/23/2008, the store "FORCED" you to leave the store with the computer and memory sticks still in the sealed packacking. You never received the refund in July 2008 which you said you needed for your father's funeral expenses, but now in October 2008, you have your Apple laptop (2GB memory) and 4GB uninstalled memory sticks. You lost out on the $39 paid for Geek Squad labor never used to upgrade memory.

4. I just checked Apple.com and now Apple is promoting their new version MacBook Pros starting at $1999 so you would saved money at Best Buy, but you could save $279.99 for the 4GB memory sticks at Best Buy and the Geek Squad installation charge by buying the 4GB memory from eBay.com for as low as $79 and installing the memory yourself. You did not state the Best Buy prices for the MacBook Pro and the 4GB memory. I just checked bestbuy.com and the MacBook Pro (2.4GHz, 2G RAM, 200GB hard drive) is priced at $1599 and the 4GB PC2-5300 DDR2 SoDIMM Laptop Memory Kit is priced at $279.99.

My conclusion: This story is bizarre from your actions and the store employees' actions.
I highly doubt one of their Geek Squad members would have stopped their current repair/upgrade job to open up your new laptop to replace the memory sticks. If you wanted the laptop and they indeed had started the memory upgarde, you should have waited for the upgrade to be completed. Apple's website provides instruction on MacBook Pro memory upgrade and the procedure takes only a few minutes.